{ "ucid": "21112178576191351", "call_date": "2026-08-03", "start_time": "1899-12-30 18:28:33", "end_time": "1899-12-30 18:29:47", "duration_sec": 74, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAca30fb5c914fbae85cf5699507e91bd2.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 135, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178576191351__DIAca30fb5c914fbae85cf5699507e91bd2.mp3", "audio_bytes": 168912, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 56.304, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello?\n[4s] AGENT: Uh hello, uh Tripura contact?\n[6s] CUSTOMER: Yes, please.\n[7s] AGENT: Uh yes, a good evening. Kartikeya this side from JSW One.\n[10s] CUSTOMER: Yeah, tell me Kartikeya.\n[12s] AGENT: Uh sir, do you have any MS steel requirement at the end?\n[16s] CUSTOMER: Uh no.\n[16s] AGENT: Or would you might be needing quotes from JSW?\n[19s] CUSTOMER: Uh can I get quote for uh this cement?\n[22s] AGENT: For the cement. Uh sir, how many bags?\n[24s] CUSTOMER: Like uh what is the minimum MOQ?\n[27s] AGENT: Uh sir for non-trade it's 720 bags. Otherwise you can also purchase 500 bags.\n[32s] CUSTOMER: Okay, non-trade is 720, minimum is 500.\n[35s] AGENT: Yes.\n[36s] CUSTOMER: Okay. Uh give me the quote, I will check the price.\n[39s] AGENT: Hm, okay sir. I'll I'll drop you the text on.\n[42s] CUSTOMER: Okay.", "language": "English", "languages": "[\"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "clear: The conversation is about cement, not steel, which is unusual for the context of a steel marketplace.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 turns, clean transcript (0% inaudible)", "band_language": "English", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "Start your call with a strong price or availability hook to create interest before asking if the customer has a requirement.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "Agent contacted a lead for an MS Steel campaign. The agent skipped the hook and asked directly for a requirement, which the customer denied. The customer then pivoted the conversation to an inquiry for cement. The agent provided MOQ details for cement and agreed to send a quote via text.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh yes, a good evening. Kartikeya this side from JSW One.\", \"comment\": \"Agent greeted, introduced self and company, and used the contact name, and the customer gave implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions for the target product (steel) were asked as the customer immediately denied requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any MS steel requirement at the end?\", \"comment\": \"Agent correctly attempted to qualify by asking if a requirement for the target product existed.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The next step provided (\\\"I'll drop you the text on\\\") was vague and did not constitute a committed quote or specific callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Start your call with a strong price or availability hook to create interest before asking if the customer has a requirement.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"Agent contacted a lead for an MS Steel campaign. The agent skipped the hook and asked directly for a requirement, which the customer denied. The customer then pivoted the conversation to an inquiry for cement. The agent provided MOQ details for cement and agreed to send a quote via text.\"}", "error": null, "latency_ms": 37834, "input_tokens": 2881, "output_tokens": 696, "created_at": "2026-09-25 10:52:56", "sentiment": "neutral", "sentiment_score": -0.06, "sentiment_confidence": "high", "pos": 4, "neg": 4, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.592, "agent_talk_sec": 20.6, "customer_talk_sec": 14.2, "dead_air_sec": 39.2, "longest_monologue_sec": 5.0, "agent_wpm": 209.7, "interruptions": 0, "agent_turns": 9, "customer_turns": 10, "discovery_qs": 4, "words_agent": 72, "words_customer": 46, "monologue_heavy": 0, "turns": [ { "ucid": "21112178576191351", "idx": 0, "speaker": "customer", "start_s": 0.89, "end_s": 1.5, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178576191351", "idx": 1, "speaker": "agent", "start_s": 1.89, "end_s": 2.39, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178576191351", "idx": 2, "speaker": "customer", "start_s": 2.69, "end_s": 3.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178576191351", "idx": 3, "speaker": "agent", "start_s": 3.6, "end_s": 5.8, "text_en": "Uh hello, uh Tripura contact?", "text_native": "Uh hello, uh Tripura contact?" }, { "ucid": "21112178576191351", "idx": 4, "speaker": "customer", "start_s": 6.0, "end_s": 6.6, "text_en": "Yes, please.", "text_native": "Yes, please." }, { "ucid": "21112178576191351", "idx": 5, "speaker": "agent", "start_s": 6.9, "end_s": 10.0, "text_en": "Uh yes, a good evening. Kartikeya this side from JSW One.", "text_native": "Uh yes, a good evening. Kartikeya this side from JSW One." }, { "ucid": "21112178576191351", "idx": 6, "speaker": "customer", "start_s": 10.5, "end_s": 11.5, "text_en": "Yeah, tell me Kartikeya.", "text_native": "Yeah, tell me Kartikeya." }, { "ucid": "21112178576191351", "idx": 7, "speaker": "agent", "start_s": 11.8, "end_s": 15.0, "text_en": "Uh sir, do you have any MS steel requirement at the end?", "text_native": "Uh sir, do you have any MS steel requirement at the end?" }, { "ucid": "21112178576191351", "idx": 8, "speaker": "customer", "start_s": 15.8, "end_s": 16.2, "text_en": "Uh no.", "text_native": "Uh no." }, { "ucid": "21112178576191351", "idx": 9, "speaker": "agent", "start_s": 16.2, "end_s": 17.8, "text_en": "Or would you might be needing quotes from JSW?", "text_native": "Or would you might be needing quotes from JSW?" }, { "ucid": "21112178576191351", "idx": 10, "speaker": "customer", "start_s": 19.0, "end_s": 21.5, "text_en": "Uh can I get quote for uh this cement?", "text_native": "Uh can I get quote for uh this cement?" }, { "ucid": "21112178576191351", "idx": 11, "speaker": "agent", "start_s": 21.8, "end_s": 24.0, "text_en": "For the cement. Uh sir, how many bags?", "text_native": "For the cement. Uh sir, how many bags?" }, { "ucid": "21112178576191351", "idx": 12, "speaker": "customer", "start_s": 24.5, "end_s": 26.5, "text_en": "Like uh what is the minimum MOQ?", "text_native": "Like uh what is the minimum MOQ?" }, { "ucid": "21112178576191351", "idx": 13, "speaker": "agent", "start_s": 26.8, "end_s": 31.8, "text_en": "Uh sir for non-trade it's 720 bags. Otherwise you can also purchase 500 bags.", "text_native": "Uh sir for non-trade it's 720 bags. Otherwise you can also purchase 500 bags." }, { "ucid": "21112178576191351", "idx": 14, "speaker": "customer", "start_s": 32.2, "end_s": 35.0, "text_en": "Okay, non-trade is 720, minimum is 500.", "text_native": "Okay, non-trade is 720, minimum is 500." }, { "ucid": "21112178576191351", "idx": 15, "speaker": "agent", "start_s": 35.0, "end_s": 35.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178576191351", "idx": 16, "speaker": "customer", "start_s": 36.5, "end_s": 39.0, "text_en": "Okay. Uh give me the quote, I will check the price.", "text_native": "Okay. Uh give me the quote, I will check the price." }, { "ucid": "21112178576191351", "idx": 17, "speaker": "agent", "start_s": 39.2, "end_s": 41.8, "text_en": "Hm, okay sir. I'll I'll drop you the text on.", "text_native": "Hm, okay sir. I'll I'll drop you the text on." }, { "ucid": "21112178576191351", "idx": 18, "speaker": "customer", "start_s": 42.2, "end_s": 43.5, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178576191351", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh yes, a good evening. Kartikeya this side from JSW One.", "comment": "Agent greeted, introduced self and company, and used the contact name, and the customer gave implicit permission to proceed." }, { "ucid": "21112178576191351", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a supply or price hook, instead asking directly for a requirement." }, { "ucid": "21112178576191351", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions for the target product (steel) were asked as the customer immediately denied requirement." }, { "ucid": "21112178576191351", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched as no discovery was conducted." }, { "ucid": "21112178576191351", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, do you have any MS steel requirement at the end?", "comment": "Agent correctly attempted to qualify by asking if a requirement for the target product existed." }, { "ucid": "21112178576191351", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The next step provided (\"I'll drop you the text on\") was vague and did not constitute a committed quote or specific callback time." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }