{ "ucid": "21112178583220911", "call_date": "2026-08-04", "start_time": "1899-12-30 14:00:09", "end_time": "1899-12-30 14:01:03", "duration_sec": 54, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "abhinav gautam", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA443067e854309da9a0b566c4740048b9.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 98, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178583220911__DIA443067e854309da9a0b566c4740048b9.mp3", "audio_bytes": 117504, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 39.168, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हेलो)\n[2s] AGENT: Hello (हेलो)\n[3s] CUSTOMER: Yes.\n[3s] AGENT: Yes sir, hello, this is Abhinav Gautam speaking from JSW. (येस सर नमस्कार, अभिनव गौतम बात कर रहा था मैं जेएसडब्ल्यू से।)\n[6s] CUSTOMER: From where? (कहां से जी?)\n[7s] AGENT: From Jindal sir, Jindal. From the Ghaziabad office. (जिंदल से सर, जिंदल। गाजियाबाद ऑफिस से।)\n[10s] CUSTOMER: Speak. (बोलिए।)\n[10s] AGENT: Sir, will you have any requirement in HR CR this month? (कि सर कोई एचआर सीआर में रिक्वायरमेंट होगी आपको इस मंथ में?)\n[13s] CUSTOMER: Brother, I get dozens of calls from you people but no action is ever taken. There is no point in me discussing with you. (भाई साहब आपके यहां से दसियों बार फोन आते हैं लेकिन एक्शन कुछ नहीं होता। कोई पॉइंट नहीं है मैंने आपसे डिस्कस करने का।)\n[17s] AGENT: Meaning, where is the problem, is it with the rate? (मतलब दिक्कत कहां पर रेट में आती है?)\n[19s] CUSTOMER: Everyone from your place calls, asks, and then after that, no one moves forward. (हर जने आपके यहां से फोन करते हैं, पूछते हैं, फिर उसके बाद कोई आगे बढ़ते नहीं।)\n[23s] CUSTOMER: First of all, you people should either come here to our place, then we will talk. There is no point like this on the phone with you. (पहले तो आप लोग या तो यहां आ जाइए हमारे यहां तब बात करेंगे। ऐसे फोन पर कोई पॉइंट नहीं है आपसे।)\n[26s] AGENT: Alright, fine. Okay. (चलो ठीक है। ओके।)\n[28s] CUSTOMER: Okay.\n[29s] AGENT: Okay, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: The agent first introduces himself from JSW, but when the customer asks where from, he says Jindal.", "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 expresses frustration with past calls, acknowledge their experience and try to diagnose the problem before giving up on 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 attempted to inquire about the customer's HR/CR requirement. The customer immediately objected, citing frustration with a history of calls from JSW that led to no action. The agent made a weak attempt to diagnose the issue but then conceded and ended the call without establishing any next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak or use the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; instead, they immediately asked for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Customer shut down the call before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, will you have any requirement in HR CR this month?\", \"comment\": \"Agent successfully asked if a current requirement exists, though the customer did not answer directly.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent accepted the customer's dismissal without proposing or committing to a concrete next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer expresses frustration with past calls, acknowledge their experience and try to diagnose the problem before giving up on 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\": \"Brother, I get dozens of calls from you people but no action is ever taken. There is no point in me discussing with you.\", \"response\": \"Meaning, where is the problem, is it with the rate?\"}], \"call_summary\": \"The agent attempted to inquire about the customer's HR/CR requirement. The customer immediately objected, citing frustration with a history of calls from JSW that led to no action. The agent made a weak attempt to diagnose the issue but then conceded and ended the call without establishing any next steps.\"}", "error": null, "latency_ms": 34971, "input_tokens": 2994, "output_tokens": 744, "created_at": "2026-09-25 10:49:57", "sentiment": "neutral", "sentiment_score": -0.067, "sentiment_confidence": "high", "pos": 1, "neg": 2, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.43, "agent_talk_sec": 10.7, "customer_talk_sec": 14.2, "dead_air_sec": 29.1, "longest_monologue_sec": 2.4, "agent_wpm": 257.9, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 2, "words_agent": 46, "words_customer": 71, "monologue_heavy": 0, "turns": [ { "ucid": "21112178583220911", "idx": 0, "speaker": "customer", "start_s": 0.89, "end_s": 1.43, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178583220911", "idx": 1, "speaker": "agent", "start_s": 1.79, "end_s": 2.23, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178583220911", "idx": 2, "speaker": "customer", "start_s": 2.51, "end_s": 2.89, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178583220911", "idx": 3, "speaker": "agent", "start_s": 3.07, "end_s": 5.51, "text_en": "Yes sir, hello, this is Abhinav Gautam speaking from JSW.", "text_native": "येस सर नमस्कार, अभिनव गौतम बात कर रहा था मैं जेएसडब्ल्यू से।" }, { "ucid": "21112178583220911", "idx": 4, "speaker": "customer", "start_s": 5.91, "end_s": 6.71, "text_en": "From where?", "text_native": "कहां से जी?" }, { "ucid": "21112178583220911", "idx": 5, "speaker": "agent", "start_s": 6.91, "end_s": 9.21, "text_en": "From Jindal sir, Jindal. From the Ghaziabad office.", "text_native": "जिंदल से सर, जिंदल। गाजियाबाद ऑफिस से।" }, { "ucid": "21112178583220911", "idx": 6, "speaker": "customer", "start_s": 9.59, "end_s": 10.11, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178583220911", "idx": 7, "speaker": "agent", "start_s": 10.31, "end_s": 12.29, "text_en": "Sir, will you have any requirement in HR CR this month?", "text_native": "कि सर कोई एचआर सीआर में रिक्वायरमेंट होगी आपको इस मंथ में?" }, { "ucid": "21112178583220911", "idx": 8, "speaker": "customer", "start_s": 12.59, "end_s": 17.11, "text_en": "Brother, I get dozens of calls from you people but no action is ever taken. There is no point in me discussing with you.", "text_native": "भाई साहब आपके यहां से दसियों बार फोन आते हैं लेकिन एक्शन कुछ नहीं होता। कोई पॉइंट नहीं है मैंने आपसे डिस्कस करने का।" }, { "ucid": "21112178583220911", "idx": 9, "speaker": "agent", "start_s": 17.11, "end_s": 18.51, "text_en": "Meaning, where is the problem, is it with the rate?", "text_native": "मतलब दिक्कत कहां पर रेट में आती है?" }, { "ucid": "21112178583220911", "idx": 10, "speaker": "customer", "start_s": 18.51, "end_s": 22.29, "text_en": "Everyone from your place calls, asks, and then after that, no one moves forward.", "text_native": "हर जने आपके यहां से फोन करते हैं, पूछते हैं, फिर उसके बाद कोई आगे बढ़ते नहीं।" }, { "ucid": "21112178583220911", "idx": 11, "speaker": "customer", "start_s": 22.59, "end_s": 25.81, "text_en": "First of all, you people should either come here to our place, then we will talk. There is no point like this on the phone with you.", "text_native": "पहले तो आप लोग या तो यहां आ जाइए हमारे यहां तब बात करेंगे। ऐसे फोन पर कोई पॉइंट नहीं है आपसे।" }, { "ucid": "21112178583220911", "idx": 12, "speaker": "agent", "start_s": 26.21, "end_s": 27.61, "text_en": "Alright, fine. Okay.", "text_native": "चलो ठीक है। ओके।" }, { "ucid": "21112178583220911", "idx": 13, "speaker": "customer", "start_s": 27.91, "end_s": 28.31, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178583220911", "idx": 14, "speaker": "agent", "start_s": 28.81, "end_s": 29.51, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178583220911", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak or use the customer's name." }, { "ucid": "21112178583220911", "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 deliver a hook; instead, they immediately asked for a requirement." }, { "ucid": "21112178583220911", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Customer shut down the call before any discovery questions could be asked." }, { "ucid": "21112178583220911", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was done, and no USPs were pitched." }, { "ucid": "21112178583220911", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, will you have any requirement in HR CR this month?", "comment": "Agent successfully asked if a current requirement exists, though the customer did not answer directly." }, { "ucid": "21112178583220911", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent accepted the customer's dismissal without proposing or committing to a concrete next step." } ], "objections": [ { "ucid": "21112178583220911", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "Brother, I get dozens of calls from you people but no action is ever taken. There is no point in me discussing with you.", "response": "Meaning, where is the problem, is it with the rate?" } ], "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": [] }