The 2am call that dropped before the user finished talking, and the week I spent finding out why my tracer never saw it

The call came in at 2am. Not a page, an actual support recording, flagged by a customer who said our voice agent "hung up on her mid-sentence." I pulled the trace. The LLM call was perfect. 380ms, clean completion, sensible response. Every dashboard I had was green. The customer was still angry, and

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