{ "ucid": "21112178582857621", "call_date": "2026-08-04", "start_time": "1899-12-30 12:59:36", "end_time": "1899-12-30 13:01:17", "duration_sec": 101, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "Call_back_later", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA394c4bff714ca3b2344805ee3ac378b6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 170, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178582857621__DIA394c4bff714ca3b2344805ee3ac378b6.mp3", "audio_bytes": 261360, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 87.12, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello. (हॅलो.)\n[3s] CUSTOMER: What is it? (क्या है?)\n[4s] AGENT: Uh hello good afternoon sir, Karthikeya this side from JSW One. (अह हॅलो गुड आफ्टरनून सर, कार्तिकेय दिस साइड फ्रॉम JSW One.)\n[7s] CUSTOMER: Huh? (हं?)\n[8s] AGENT: Uh sir I am talking from JSW One. (अह सर आय ऍम टॉकिंग फ्रॉम JSW One.)\n[11s] CUSTOMER: Speak. (बोलिए।)\n[12s] AGENT: Uh sir, you had previously given an inquiry for Malik Steel Corporation, so would you have any requirement now, sir? If you want to know the rates or anything? (अह सर मलिक स्टील कॉर्पोरेशन में आपका पहले वगेरा कुछ इन्क्वायरी दिया था तो अभी कुछ रिक्वायरमेंट होगा सर? रेट्स वगेरा कुछ जानना हो आपको?)\n[17s] CUSTOMER: Huh? (हं?)\n[18s] AGENT: I said sir, do you have a requirement for steel right now? HR... (मैंने कहा सर अभी स्टील में रिक्वायरमेंट है आपको? HR...)\n[20s] CUSTOMER: Where are you calling from? (किधर से बोल रहे हो आप?)\n[21s] AGENT: JSW One MSME sir. (JSW One MSME सर।)\n[23s] CUSTOMER: JSW from where? Bombay or Bellary? (JSW किधर का? बॉम्बे या बेल्लारी?)\n[24s] AGENT: Bombay office, Bombay office. (बॉम्बे ऑफिस, बॉम्बे ऑफिस।)\n[26s] CUSTOMER: Are you speaking from Bombay? (बॉम्बे से बोल रहे क्या?)\n[27s] AGENT: Yeah yeah yeah. (या या या।)\n[28s] CUSTOMER: No, we are taking the material from Bellary here. (नहीं हम तो इधर बेल्लारी से ले रहे हैं इधर से माल हम लोग।)\n[31s] AGENT: Okay. No sir, you are taking from Bellary, that's fine. I mean, we also supply from our Hubli and Bangalore. But e-commerce Bombay office. (अच्छा। नहीं सर बेल्लारी से ले रहे हो आप, वो ठीक है। मतलब हम भी अपना हुबली और बैंगलोर से देते हैं। बट ई-कॉमर्स बॉम्बे ऑफिस।)\n[36s] CUSTOMER: Your name? (आपका नाम?)\n[38s] AGENT: My name is Karthikeya, sir. (मेरा नाम है सर कार्तिकेय।)\n[38s] CUSTOMER: What is your name? (आपका नाम क्या है?)\n[39s] AGENT: Karthikeya. Karthikeya Chauhan. (कार्तिकेय। कार्तिकेय चौहान।)\n[42s] CUSTOMER: Karthikeya. Yeah. No, after a little while, a little... (कार्तिकेय। या। नहीं थोड़ी देर के बाद में थोड़ा)\n[43s] AGENT: Oh, you were busy right now? (अच्छा अभी बिजी थे आप?)\n[45s] CUSTOMER: Call me in half an hour, I'm a bit busy with work here. (मैं एक हाफ एन आवर में कॉल करो, थोड़ा सा काम से बिजी हो के इधर।)\n[47s] AGENT: Sure sure, absolutely. Okay, I'll send you a message, you call me. (श्योर श्योर, बिलकुल। चलो मैं आपको मैसेज करके रखता हूं, आप फोन करना मुझे।)\n[50s] CUSTOMER: Send it. Okay. (भेजो। ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 27, "connected": 1, "audio_notes": "clear: The customer seems to have some difficulty hearing the agent initially, asking for repetition.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "27 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "Your opener needs to include asking for permission to speak; jumping straight to the requirement caused the customer to interrupt and defer the call.", "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": "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 who was initially confused about the agent's location. The customer stated they already procure material from Bellary, then requested a callback in half an hour as they were busy. The agent agreed to the callback time.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak and instead jumped directly into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had previously given an inquiry for Malik Steel Corporation, so would you have any requirement now, sir?\", \"comment\": \"The agent did not lead with a supply or price hook, but instead opened by asking for a requirement based on a past inquiry.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer deferred the call early on.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"would you have any requirement now, sir?\", \"comment\": \"The agent successfully asked if the customer had a current requirement, which is the first step of qualification.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Call me in half an hour... Sure sure, absolutely.\", \"comment\": \"The agent secured a specific callback time requested by the customer, establishing a clear next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opener needs to include asking for permission to speak; jumping straight to the requirement caused the customer to interrupt and defer the call.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"No, we are taking the material from Bellary here.\", \"response\": \"Okay. No sir, you are taking from Bellary, that's fine. I mean, we also supply from our Hubli and Bangalore.\"}], \"call_summary\": \"The agent contacted a previous lead who was initially confused about the agent's location. The customer stated they already procure material from Bellary, then requested a callback in half an hour as they were busy. The agent agreed to the callback time.\"}", "error": null, "latency_ms": 30810, "input_tokens": 3409, "output_tokens": 785, "created_at": "2026-09-25 10:55:32", "sentiment": "neutral", "sentiment_score": -0.106, "sentiment_confidence": "high", "pos": 2, "neg": 5, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.641, "agent_talk_sec": 26.4, "customer_talk_sec": 14.8, "dead_air_sec": 59.8, "longest_monologue_sec": 5.2, "agent_wpm": 281.8, "interruptions": 0, "agent_turns": 13, "customer_turns": 14, "discovery_qs": 4, "words_agent": 124, "words_customer": 63, "monologue_heavy": 0, "turns": [ { "ucid": "21112178582857621", "idx": 0, "speaker": "customer", "start_s": 0.48, "end_s": 0.9, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178582857621", "idx": 1, "speaker": "agent", "start_s": 1.3, "end_s": 1.68, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178582857621", "idx": 2, "speaker": "customer", "start_s": 2.8, "end_s": 3.28, "text_en": "What is it?", "text_native": "क्या है?" }, { "ucid": "21112178582857621", "idx": 3, "speaker": "agent", "start_s": 4.01, "end_s": 6.6, "text_en": "Uh hello good afternoon sir, Karthikeya this side from JSW One.", "text_native": "अह हॅलो गुड आफ्टरनून सर, कार्तिकेय दिस साइड फ्रॉम JSW One." }, { "ucid": "21112178582857621", "idx": 4, "speaker": "customer", "start_s": 7.27, "end_s": 7.52, "text_en": "Huh?", "text_native": "हं?" }, { "ucid": "21112178582857621", "idx": 5, "speaker": "agent", "start_s": 8.0, "end_s": 9.5, "text_en": "Uh sir I am talking from JSW One.", "text_native": "अह सर आय ऍम टॉकिंग फ्रॉम JSW One." }, { "ucid": "21112178582857621", "idx": 6, "speaker": "customer", "start_s": 10.87, "end_s": 11.27, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178582857621", "idx": 7, "speaker": "agent", "start_s": 11.8, "end_s": 16.5, "text_en": "Uh sir, you had previously given an inquiry for Malik Steel Corporation, so would you have any requirement now, sir? If you want to know the rates or anything?", "text_native": "अह सर मलिक स्टील कॉर्पोरेशन में आपका पहले वगेरा कुछ इन्क्वायरी दिया था तो अभी कुछ रिक्वायरमेंट होगा सर? रेट्स वगेरा कुछ जानना हो आपको?" }, { "ucid": "21112178582857621", "idx": 8, "speaker": "customer", "start_s": 17.1, "end_s": 17.3, "text_en": "Huh?", "text_native": "हं?" }, { "ucid": "21112178582857621", "idx": 9, "speaker": "agent", "start_s": 17.8, "end_s": 20.0, "text_en": "I said sir, do you have a requirement for steel right now? HR...", "text_native": "मैंने कहा सर अभी स्टील में रिक्वायरमेंट है आपको? HR..." }, { "ucid": "21112178582857621", "idx": 10, "speaker": "customer", "start_s": 20.0, "end_s": 20.9, "text_en": "Where are you calling from?", "text_native": "किधर से बोल रहे हो आप?" }, { "ucid": "21112178582857621", "idx": 11, "speaker": "agent", "start_s": 21.1, "end_s": 22.2, "text_en": "JSW One MSME sir.", "text_native": "JSW One MSME सर।" }, { "ucid": "21112178582857621", "idx": 12, "speaker": "customer", "start_s": 22.7, "end_s": 24.3, "text_en": "JSW from where? Bombay or Bellary?", "text_native": "JSW किधर का? बॉम्बे या बेल्लारी?" }, { "ucid": "21112178582857621", "idx": 13, "speaker": "agent", "start_s": 24.3, "end_s": 25.5, "text_en": "Bombay office, Bombay office.", "text_native": "बॉम्बे ऑफिस, बॉम्बे ऑफिस।" }, { "ucid": "21112178582857621", "idx": 14, "speaker": "customer", "start_s": 26.0, "end_s": 26.9, "text_en": "Are you speaking from Bombay?", "text_native": "बॉम्बे से बोल रहे क्या?" }, { "ucid": "21112178582857621", "idx": 15, "speaker": "agent", "start_s": 27.0, "end_s": 27.8, "text_en": "Yeah yeah yeah.", "text_native": "या या या।" }, { "ucid": "21112178582857621", "idx": 16, "speaker": "customer", "start_s": 28.4, "end_s": 30.6, "text_en": "No, we are taking the material from Bellary here.", "text_native": "नहीं हम तो इधर बेल्लारी से ले रहे हैं इधर से माल हम लोग।" }, { "ucid": "21112178582857621", "idx": 17, "speaker": "agent", "start_s": 30.8, "end_s": 36.0, "text_en": "Okay. No sir, you are taking from Bellary, that's fine. I mean, we also supply from our Hubli and Bangalore. But e-commerce Bombay office.", "text_native": "अच्छा। नहीं सर बेल्लारी से ले रहे हो आप, वो ठीक है। मतलब हम भी अपना हुबली और बैंगलोर से देते हैं। बट ई-कॉमर्स बॉम्बे ऑफिस।" }, { "ucid": "21112178582857621", "idx": 18, "speaker": "customer", "start_s": 36.0, "end_s": 37.5, "text_en": "Your name?", "text_native": "आपका नाम?" }, { "ucid": "21112178582857621", "idx": 19, "speaker": "agent", "start_s": 37.5, "end_s": 38.5, "text_en": "My name is Karthikeya, sir.", "text_native": "मेरा नाम है सर कार्तिकेय।" }, { "ucid": "21112178582857621", "idx": 20, "speaker": "customer", "start_s": 38.5, "end_s": 39.2, "text_en": "What is your name?", "text_native": "आपका नाम क्या है?" }, { "ucid": "21112178582857621", "idx": 21, "speaker": "agent", "start_s": 39.2, "end_s": 41.0, "text_en": "Karthikeya. Karthikeya Chauhan.", "text_native": "कार्तिकेय। कार्तिकेय चौहान।" }, { "ucid": "21112178582857621", "idx": 22, "speaker": "customer", "start_s": 41.5, "end_s": 43.2, "text_en": "Karthikeya. Yeah. No, after a little while, a little...", "text_native": "कार्तिकेय। या। नहीं थोड़ी देर के बाद में थोड़ा" }, { "ucid": "21112178582857621", "idx": 23, "speaker": "agent", "start_s": 43.2, "end_s": 44.2, "text_en": "Oh, you were busy right now?", "text_native": "अच्छा अभी बिजी थे आप?" }, { "ucid": "21112178582857621", "idx": 24, "speaker": "customer", "start_s": 44.6, "end_s": 46.9, "text_en": "Call me in half an hour, I'm a bit busy with work here.", "text_native": "मैं एक हाफ एन आवर में कॉल करो, थोड़ा सा काम से बिजी हो के इधर।" }, { "ucid": "21112178582857621", "idx": 25, "speaker": "agent", "start_s": 46.9, "end_s": 49.8, "text_en": "Sure sure, absolutely. Okay, I'll send you a message, you call me.", "text_native": "श्योर श्योर, बिलकुल। चलो मैं आपको मैसेज करके रखता हूं, आप फोन करना मुझे।" }, { "ucid": "21112178582857621", "idx": 26, "speaker": "customer", "start_s": 49.8, "end_s": 51.0, "text_en": "Send it. Okay.", "text_native": "भेजो। ओके।" } ], "steps": [ { "ucid": "21112178582857621", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak and instead jumped directly into the reason for the call." }, { "ucid": "21112178582857621", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, you had previously given an inquiry for Malik Steel Corporation, so would you have any requirement now, sir?", "comment": "The agent did not lead with a supply or price hook, but instead opened by asking for a requirement based on a past inquiry." }, { "ucid": "21112178582857621", "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 as the customer deferred the call early on." }, { "ucid": "21112178582857621", "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 during the call." }, { "ucid": "21112178582857621", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "would you have any requirement now, sir?", "comment": "The agent successfully asked if the customer had a current requirement, which is the first step of qualification." }, { "ucid": "21112178582857621", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Call me in half an hour... Sure sure, absolutely.", "comment": "The agent secured a specific callback time requested by the customer, establishing a clear next step." } ], "objections": [ { "ucid": "21112178582857621", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "No, we are taking the material from Bellary here.", "response": "Okay. No sir, you are taking from Bellary, that's fine. I mean, we also supply from our Hubli and Bangalore." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }