A computer-implemented method for analyzing whether a phone call is answered by an agent, the method comprising, executed using one or more computing devices: receiving phone call audio data that represents the phone call; separating the phone call audio data into caller stream data and agent stream data that each includes a plurality of frames; measuring a decibel level for each frame; in response to measuring alternating groups of frames in the agent stream data and in the caller stream data that exceed a dialog decibel threshold, identifying a first key event comprising a dialog in the phone call audio data; in response to measuring decibel levels that exceed the dialog decibel threshold in corresponding frames in both the caller stream data and agent stream data, identifying a second key event comprising talkover in the phone call audio data; in response to identifying the dialog and if a level of talkover in the phone call audio data does not exceed a talkover threshold, identifying a third key event specifying that the call was answered by the agent; digitally storing, in a set of predicted phone call service data, a record that represents results of one or more of the first key event, second key event, and/or third key event, the record comprising a start value and an end value that delineate the one or more of the first key event, second key event, and/or third key event, characterized in that determining each of the first, second, and third key events is performed by calculating a likelihood of a particular key event by determining a ratio of a first sum of a plurality of weighted values of a corresponding plurality of attributes to a second sum of a plurality of weights of the corresponding plurality of attributes that are present or not present in the dialog based on whether each of the attributes satisfies a corresponding criterion, each weighted value of the attributes determined by a value of the attribute scaled by a corresponding weight. receiving phone call audio data that represents the phone call; separating the phone call audio data into caller stream data and agent stream data that each includes a plurality of frames; measuring a decibel level for each frame; in response to measuring alternating groups of frames in the agent stream data and in the caller stream data that exceed a dialog decibel threshold, identifying a first key event comprising a dialog in the phone call audio data; in response to measuring decibel levels that exceed the dialog decibel threshold in corresponding frames in both the caller stream data and agent stream data, identifying a second key event comprising talkover in the phone call audio data; in response to identifying the dialog and if a level of talkover in the phone call audio data does not exceed a talkover threshold, identifying a third key event specifying that the call was answered by the agent; digitally storing, in a set of predicted phone call service data, a record that represents results of one or more of the first key event, second key event, and/or third key event, the record comprising a start value and an end value that delineate the one or more of the first key event, second key event, and/or third key event, characterized in that determining each of the first, second, and third key events is performed by calculating a likelihood of a particular key event by determining a ratio of a first sum of a plurality of weighted values of a corresponding plurality of attributes to a second sum of a plurality of weights of the corresponding plurality of attributes that are present or not present in the dialog based on whether each of the attributes satisfies a corresponding criterion, each weighted value of the attributes determined by a value of the attribute scaled by a corresponding weight.