{ "ucid": "21112178582521042", "call_date": "2026-08-04", "start_time": "1899-12-30 12:03:30", "end_time": "1899-12-30 12:04:40", "duration_sec": 70, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "Call_back_later", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd6ffaaaea3e13615e24a7f98f3d64b9d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 128, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178582521042__DIAd6ffaaaea3e13615e24a7f98f3d64b9d.mp3", "audio_bytes": 131976, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 43.992, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] AGENT: Hello, is this Creative Steel?\n[3s] CUSTOMER: Yes.\n[4s] AGENT: Hello sir, this is Aditya Pandey speaking from JSW One. (नमस्कार सर, मैं आदित्य पांडे बोलते है JSW One वरून।)\n[7s] CUSTOMER: Yes, tell me. (हाँ बोलिए ना।)\n[8s] AGENT: Sir, I was just... actually you have a registration on our platform, this call was regarding that, sir. I guess you... last month... last year I guess you had given a requirement, but nothing could be worked out on that. (सर मैं तो जा... एक्चुअली हमारा तुम्हारा प्लॅटफॉर्म पे रजिस्ट्रेशन है, उसी के रिगार्डिंग कॉल था सर। आय गेस आपने लास्ट मंथ... लास्ट इयर आय गेस आपने एक रिक्वायरमेंट दी थी, उसमे कुछ वर्क नहीं हो पाया।)\n[14s] AGENT: Currently, do you have any requirement for MS sheet, sir? (करेंटली कुछ है सर आपका रिक्वायरमेंट MS sheet में?)\n[16s] CUSTOMER: No, there is nothing right now, sir. (नहीं अभी कुछ नहीं है सर।)\n[18s] AGENT: Okay.\n[19s] AGENT: Right now, new schemes have started at our place and there are good competitive prices as well in HR... HR products. If there is a requirement, please share. (एकदम हमारे यहां पे अभी नए स्कीम शुरू है और गुड कंपिटिटिव प्राइसेस भी है HR... HR प्रोडक्ट्स में। रिक्वायरमेंट रहा तो प्लीज शेयर कीजिए।)\n[23s] CUSTOMER: Okay, I will call you. (Okay, मैं कॉल करता हूं आपको।)\n[24s] AGENT: I will WhatsApp my number to you. (मैं WhatsApp कर देता हूं अपना नंबर आपको।)\n[27s] CUSTOMER: Yes, sure, sure. (हाँ, sure, sure.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: Some call center background noise is audible on the agent's side. The agent uses one Marathi word ('varun') in an otherwise Hindi/English sentence.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer says they have no current need, use it as an opportunity to ask discovery questions about their business to prepare for a future call, instead of ending the conversation.", "usp_relevance": "mismatched", "rubric_inferred": 0, "segment_detected": "manufacturing", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a previous lead, 'Creative Steel', to check for new requirements for MS sheets. The customer stated they had no current need. The agent mentioned competitive pricing and offered to send his contact details via WhatsApp, which the customer accepted, ending the call without a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello sir, this is Aditya Pandey speaking from JSW One.\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak ('is this a good time?').\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Right now, new schemes have started at our place and there are good competitive prices as well in HR... HR products.\", \"comment\": \"After the initial rejection, the agent successfully delivered a price-based hook to create interest.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, volume, or applications.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched relevant to discovered needs, as no discovery was performed.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Currently, do you have any requirement for MS sheet, sir?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp my number to you.\", \"comment\": \"The call ended without a committed next step; sending a number is not a scheduled callback or a quote.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"When a customer says they have no current need, use it as an opportunity to ask discovery questions about their business to prepare for a future call, instead of ending the conversation.\", \"segment_detected\": \"manufacturing\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Okay, I will call you.\", \"response\": \"I will WhatsApp my number to you.\"}], \"call_summary\": \"The agent contacted a previous lead, 'Creative Steel', to check for new requirements for MS sheets. The customer stated they had no current need. The agent mentioned competitive pricing and offered to send his contact details via WhatsApp, which the customer accepted, ending the call without a firm next step.\"}", "error": null, "latency_ms": 33774, "input_tokens": 2981, "output_tokens": 795, "created_at": "2026-09-25 10:52:18", "sentiment": "positive", "sentiment_score": 0.354, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.791, "agent_talk_sec": 18.2, "customer_talk_sec": 4.8, "dead_air_sec": 47.0, "longest_monologue_sec": 7.6, "agent_wpm": 336.3, "interruptions": 0, "agent_turns": 8, "customer_turns": 6, "discovery_qs": 2, "words_agent": 102, "words_customer": 20, "monologue_heavy": 1, "turns": [ { "ucid": "21112178582521042", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.3, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178582521042", "idx": 1, "speaker": "agent", "start_s": 1.3, "end_s": 1.71, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178582521042", "idx": 2, "speaker": "agent", "start_s": 2.0, "end_s": 3.06, "text_en": "Hello, is this Creative Steel?", "text_native": "Hello, is this Creative Steel?" }, { "ucid": "21112178582521042", "idx": 3, "speaker": "customer", "start_s": 3.37, "end_s": 3.7, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178582521042", "idx": 4, "speaker": "agent", "start_s": 4.2, "end_s": 6.78, "text_en": "Hello sir, this is Aditya Pandey speaking from JSW One.", "text_native": "नमस्कार सर, मैं आदित्य पांडे बोलते है JSW One वरून।" }, { "ucid": "21112178582521042", "idx": 5, "speaker": "customer", "start_s": 7.0, "end_s": 7.6, "text_en": "Yes, tell me.", "text_native": "हाँ बोलिए ना।" }, { "ucid": "21112178582521042", "idx": 6, "speaker": "agent", "start_s": 8.0, "end_s": 13.84, "text_en": "Sir, I was just... actually you have a registration on our platform, this call was regarding that, sir. I guess you... last month... last year I guess you had given a requirement, but nothing could be worked out on that.", "text_native": "सर मैं तो जा... एक्चुअली हमारा तुम्हारा प्लॅटफॉर्म पे रजिस्ट्रेशन है, उसी के रिगार्डिंग कॉल था सर। आय गेस आपने लास्ट मंथ... लास्ट इयर आय गेस आपने एक रिक्वायरमेंट दी थी, उसमे कुछ वर्क नहीं हो पाया।" }, { "ucid": "21112178582521042", "idx": 7, "speaker": "agent", "start_s": 14.25, "end_s": 16.0, "text_en": "Currently, do you have any requirement for MS sheet, sir?", "text_native": "करेंटली कुछ है सर आपका रिक्वायरमेंट MS sheet में?" }, { "ucid": "21112178582521042", "idx": 8, "speaker": "customer", "start_s": 16.2, "end_s": 17.24, "text_en": "No, there is nothing right now, sir.", "text_native": "नहीं अभी कुछ नहीं है सर।" }, { "ucid": "21112178582521042", "idx": 9, "speaker": "agent", "start_s": 17.8, "end_s": 18.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178582521042", "idx": 10, "speaker": "agent", "start_s": 18.6, "end_s": 22.8, "text_en": "Right now, new schemes have started at our place and there are good competitive prices as well in HR... HR products. If there is a requirement, please share.", "text_native": "एकदम हमारे यहां पे अभी नए स्कीम शुरू है और गुड कंपिटिटिव प्राइसेस भी है HR... HR प्रोडक्ट्स में। रिक्वायरमेंट रहा तो प्लीज शेयर कीजिए।" }, { "ucid": "21112178582521042", "idx": 11, "speaker": "customer", "start_s": 23.0, "end_s": 24.5, "text_en": "Okay, I will call you.", "text_native": "Okay, मैं कॉल करता हूं आपको।" }, { "ucid": "21112178582521042", "idx": 12, "speaker": "agent", "start_s": 24.5, "end_s": 26.5, "text_en": "I will WhatsApp my number to you.", "text_native": "मैं WhatsApp कर देता हूं अपना नंबर आपको।" }, { "ucid": "21112178582521042", "idx": 13, "speaker": "customer", "start_s": 26.6, "end_s": 27.5, "text_en": "Yes, sure, sure.", "text_native": "हाँ, sure, sure." } ], "steps": [ { "ucid": "21112178582521042", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello sir, this is Aditya Pandey speaking from JSW One.", "comment": "The agent identified himself and the company but failed to ask for permission to speak ('is this a good time?')." }, { "ucid": "21112178582521042", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Right now, new schemes have started at our place and there are good competitive prices as well in HR... HR products.", "comment": "After the initial rejection, the agent successfully delivered a price-based hook to create interest." }, { "ucid": "21112178582521042", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions about the customer's business, volume, or applications." }, { "ucid": "21112178582521042", "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 relevant to discovered needs, as no discovery was performed." }, { "ucid": "21112178582521042", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Currently, do you have any requirement for MS sheet, sir?", "comment": "The agent successfully asked if the customer had a current requirement." }, { "ucid": "21112178582521042", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will WhatsApp my number to you.", "comment": "The call ended without a committed next step; sending a number is not a scheduled callback or a quote." } ], "objections": [ { "ucid": "21112178582521042", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "Okay, I will call you.", "response": "I will WhatsApp my number to you." } ], "missed_steps": [ "SL1 Opener & permission", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }