{ "ucid": "21112178576199912", "call_date": "2026-08-03", "start_time": "1899-12-30 18:29:59", "end_time": "1899-12-30 18:31:08", "duration_sec": 69, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "Ganesh", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf1bf22efac6421b24a6e0d4f3c51898c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 126, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178576199912__DIAf1bf22efac6421b24a6e0d4f3c51898c.mp3", "audio_bytes": 154224, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 51.408, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] UNKNOWN: This call is now being recorded.\n[4s] AGENT: Good evening sir, Ganesh is speaking from the JSW One platform. (गुड इवनिंग सर, गणेश बात कर रहा हूं JSW One प्लेटफॉर्म से।)\n[7s] CUSTOMER: From where? (कहां से?)\n[8s] AGENT: J- JSW One platform, Jindal Steel. (जे- JSW One प्लेटफॉर्म, जिंदल स्टील।)\n[10s] CUSTOMER: Yes, yes, yes. (हां हां जी हां जी।)\n[11s] AGENT: Yes. Actually sir, you had registered on our website under the name Anil Agarwal and Company, right? (जी। एक्चुअली सर आपने हमारे वेबसाइट में रजिस्ट्रेशन किया हुआ था अनिल अग्रवाल एंड कंपनी के नाम से, राइट?)\n[16s] CUSTOMER: Yes, yes. (हां जी हां जी।)\n[17s] AGENT: Yes. So I had called regarding that, sir, to ask if you have any requirement for steel this month? (जी। तो उसी के रिगार्डिंग मैंने कॉल किया था सर कि कुछ इस मंथ स्टील में कोई रिक्वायरमेंट वगैरह है आपकी?)\n[21s] CUSTOMER: Uh sir, no, someone had said that some password would be given, I don't know what, but I haven't received it yet. (अह सर नहीं वो कोई उन्होंने कहा था कोई पासवर्ड-पुसवर्ड मिलेगा पता नहीं कुछ तो वो मिला नहीं अभी तक।)\n[26s] CUSTOMER: Uh, some password or something is given for registering, I don't know, something special like that. (अह कोई पासवर्ड वगैरह मिलता है वो रजिस्टर करने के लिए पता नहीं ऐसा कुछ स्पेशल कुछ में।)\n[30s] CUSTOMER: Otherwise, if there is a requirement, I will let you know. I have their number, the ones who are from this area. (बाकी बाकी रिक्वायरमेंट होगी तो बता दूंगा मेरे पास नंबर है उनका जो है ना यहां के जो मतलब इस एरिया के हैं जो।)\n[34s] AGENT: Okay sir, I will let them know. (ओके सर, मैं बता दूंगा।)\n[35s] CUSTOMER: So for now, I will let them know. (तो अभी तो मैं बता दूंगा।)\n[36s] AGENT: Did you get an assurance? (आपको आश्वासन मिला?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: There is a standard automated message at the beginning of the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer raises a technical issue like a missing password, address it directly to build trust before attempting to ask for requirements or conduct discovery.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who had registered online. The agent skipped the hook and discovery, asking directly for requirements. The customer deflected by raising an issue about a missing website password and stated they would contact their local representative if a need arose. The call ended without resolution or a defined next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and customer but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead immediately asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was sidetracked by a customer query about a password.\"}, {\"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\": \"So I had called regarding that, sir, to ask if you have any requirement for steel this month?\", \"comment\": \"Agent successfully asked for current requirements, though the customer deflected.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No specific next step was agreed upon; the customer ended the call by stating they would reach out if needed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a technical issue like a missing password, address it directly to build trust before attempting to ask for requirements or conduct discovery.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer who had registered online. The agent skipped the hook and discovery, asking directly for requirements. The customer deflected by raising an issue about a missing website password and stated they would contact their local representative if a need arose. The call ended without resolution or a defined next step.\"}", "error": null, "latency_ms": 33757, "input_tokens": 3069, "output_tokens": 676, "created_at": "2026-09-25 10:52:07", "sentiment": "negative", "sentiment_score": -0.371, "sentiment_confidence": "high", "pos": 0, "neg": 3, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.475, "agent_talk_sec": 14.3, "customer_talk_sec": 15.8, "dead_air_sec": 38.9, "longest_monologue_sec": 4.6, "agent_wpm": 272.7, "interruptions": 0, "agent_turns": 6, "customer_turns": 8, "discovery_qs": 3, "words_agent": 65, "words_customer": 76, "monologue_heavy": 0, "turns": [ { "ucid": "21112178576199912", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178576199912", "idx": 1, "speaker": "unknown", "start_s": 1.84, "end_s": 3.84, "text_en": "This call is now being recorded.", "text_native": "This call is now being recorded." }, { "ucid": "21112178576199912", "idx": 2, "speaker": "agent", "start_s": 4.21, "end_s": 7.0, "text_en": "Good evening sir, Ganesh is speaking from the JSW One platform.", "text_native": "गुड इवनिंग सर, गणेश बात कर रहा हूं JSW One प्लेटफॉर्म से।" }, { "ucid": "21112178576199912", "idx": 3, "speaker": "customer", "start_s": 7.3, "end_s": 7.8, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178576199912", "idx": 4, "speaker": "agent", "start_s": 8.2, "end_s": 10.0, "text_en": "J- JSW One platform, Jindal Steel.", "text_native": "जे- JSW One प्लेटफॉर्म, जिंदल स्टील।" }, { "ucid": "21112178576199912", "idx": 5, "speaker": "customer", "start_s": 10.0, "end_s": 10.8, "text_en": "Yes, yes, yes.", "text_native": "हां हां जी हां जी।" }, { "ucid": "21112178576199912", "idx": 6, "speaker": "agent", "start_s": 11.2, "end_s": 15.8, "text_en": "Yes. Actually sir, you had registered on our website under the name Anil Agarwal and Company, right?", "text_native": "जी। एक्चुअली सर आपने हमारे वेबसाइट में रजिस्ट्रेशन किया हुआ था अनिल अग्रवाल एंड कंपनी के नाम से, राइट?" }, { "ucid": "21112178576199912", "idx": 7, "speaker": "customer", "start_s": 16.0, "end_s": 16.5, "text_en": "Yes, yes.", "text_native": "हां जी हां जी।" }, { "ucid": "21112178576199912", "idx": 8, "speaker": "agent", "start_s": 16.8, "end_s": 20.8, "text_en": "Yes. So I had called regarding that, sir, to ask if you have any requirement for steel this month?", "text_native": "जी। तो उसी के रिगार्डिंग मैंने कॉल किया था सर कि कुछ इस मंथ स्टील में कोई रिक्वायरमेंट वगैरह है आपकी?" }, { "ucid": "21112178576199912", "idx": 9, "speaker": "customer", "start_s": 21.0, "end_s": 26.0, "text_en": "Uh sir, no, someone had said that some password would be given, I don't know what, but I haven't received it yet.", "text_native": "अह सर नहीं वो कोई उन्होंने कहा था कोई पासवर्ड-पुसवर्ड मिलेगा पता नहीं कुछ तो वो मिला नहीं अभी तक।" }, { "ucid": "21112178576199912", "idx": 10, "speaker": "customer", "start_s": 26.5, "end_s": 30.5, "text_en": "Uh, some password or something is given for registering, I don't know, something special like that.", "text_native": "अह कोई पासवर्ड वगैरह मिलता है वो रजिस्टर करने के लिए पता नहीं ऐसा कुछ स्पेशल कुछ में।" }, { "ucid": "21112178576199912", "idx": 11, "speaker": "customer", "start_s": 30.5, "end_s": 34.5, "text_en": "Otherwise, if there is a requirement, I will let you know. I have their number, the ones who are from this area.", "text_native": "बाकी बाकी रिक्वायरमेंट होगी तो बता दूंगा मेरे पास नंबर है उनका जो है ना यहां के जो मतलब इस एरिया के हैं जो।" }, { "ucid": "21112178576199912", "idx": 12, "speaker": "agent", "start_s": 34.5, "end_s": 35.2, "text_en": "Okay sir, I will let them know.", "text_native": "ओके सर, मैं बता दूंगा।" }, { "ucid": "21112178576199912", "idx": 13, "speaker": "customer", "start_s": 35.2, "end_s": 35.8, "text_en": "So for now, I will let them know.", "text_native": "तो अभी तो मैं बता दूंगा।" }, { "ucid": "21112178576199912", "idx": 14, "speaker": "agent", "start_s": 35.8, "end_s": 36.2, "text_en": "Did you get an assurance?", "text_native": "आपको आश्वासन मिला?" } ], "steps": [ { "ucid": "21112178576199912", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified self and customer but did not ask for permission to speak." }, { "ucid": "21112178576199912", "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 immediately asking for requirements." }, { "ucid": "21112178576199912", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked; the conversation was sidetracked by a customer query about a password." }, { "ucid": "21112178576199912", "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": "21112178576199912", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So I had called regarding that, sir, to ask if you have any requirement for steel this month?", "comment": "Agent successfully asked for current requirements, though the customer deflected." }, { "ucid": "21112178576199912", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No specific next step was agreed upon; the customer ended the call by stating they would reach out if needed." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }