{ "ucid": "21112178584082881", "call_date": "2026-08-04", "start_time": "1899-12-30 16:23:48", "end_time": "1899-12-30 16:24:50", "duration_sec": 62, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2e58451c61c960da1a7eb70aa1c73099.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 112, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178584082881__DIA2e58451c61c960da1a7eb70aa1c73099.mp3", "audio_bytes": 148392, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 49.464, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हॅलो)\n[2s] AGENT: Hello (हॅलो)\n[2s] CUSTOMER: Hitesh ji? (हितेश जी?)\n[3s] AGENT: Yes (हां)\n[4s] AGENT: Sir, I am Ankit Mishri speaking from Jindal Steel. You must have some requirement for this month, right? In HR etc.? (सर मैं अंकित मिश्री बात कर रहा हूं जिंदाल स्टील से। कुछ रिक्वायरमेंट होगी ना आपकी इस महीने के लिए? एचआर वगेरे में?)\n[8s] CUSTOMER: What is the rate for HR now? (एचआर का क्या रेट है अभी?)\n[9s] AGENT: Fifty-eight two hundred fifty, ex-Taloja. (अट्ठावन दो सौ पचास एक्स तलोजा।)\n[10s] CUSTOMER: The 8mm one will be bad this time. (आठ एमएम का वैसा खराब जाएगा इस बार।)\n[12s] CUSTOMER: Fifty-eight two hundred fifty? (अट्ठावन दो सौ पचास?)\n[12s] AGENT: Yes, ex-Taloja. In Jindal, JSW. (हां, एक्स तलोजा। जिंदाल में, जेएसडब्ल्यू।)\n[14s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[15s] AGENT: Yes. In this, my cutting and loading are inclusive. Only the freight will be an addition. And if you have your own vehicle, you can arrange for your own vehicle too. (हां। इसमें मेरा कटिंग और लोडिंग मेरा इंक्लूसिव है। खाली भाड़ा जो होगा एडिशन होगा। और अगर आपका खुद का गाड़ी है तो आप खुद भी अपना गाड़ी लगा सकते हो।)\n[22s] CUSTOMER: Okay. (अच्छा।)\n[23s] AGENT: Alright, right? So, do you have any requirement? (ठीक है ना? तो कुछ है रिक्वायरमेंट आपका?)\n[25s] CUSTOMER: If there is, I will tell you. (रहेगा तो मैं बोलता हूं आपको।)\n[26s] AGENT: Okay sir, okay sir. (ठीक है जी, ठीक है जी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: There is one muffled utterance from the customer around 10 seconds which is difficult to decipher clearly.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "Ankit, after answering the price question, you must pivot to discovery to understand the customer's business; without it, the call is just a price check with no future value.", "usp_relevance": "matched", "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 answered the customer's direct price query for HR material. The agent pitched an inclusive cost USP, but when the customer stated they had no current requirement and would call back, the agent accepted this and ended the call without performing any discovery or setting a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, jumping directly to asking about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a proactive hook; he reacted to the customer's question about price.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, usage, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"In this, my cutting and loading are inclusive. Only the freight will be an addition.\", \"comment\": \"Agent pitched a relevant USP about inclusive costs after the customer asked for the price.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So, do you have any requirement?\", \"comment\": \"Agent asked if a current requirement existed, but the customer did not have one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague statement from the customer and no committed next step from the agent.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"Ankit, after answering the price question, you must pivot to discovery to understand the customer's business; without it, the call is just a price check with no future value.\", \"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\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"If there is, I will tell you.\", \"response\": \"Okay sir, okay sir.\"}], \"call_summary\": \"The agent answered the customer's direct price query for HR material. The agent pitched an inclusive cost USP, but when the customer stated they had no current requirement and would call back, the agent accepted this and ended the call without performing any discovery or setting a concrete next step.\"}", "error": null, "latency_ms": 39367, "input_tokens": 3038, "output_tokens": 757, "created_at": "2026-09-25 10:50:49", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.714, "agent_talk_sec": 15.2, "customer_talk_sec": 6.1, "dead_air_sec": 40.7, "longest_monologue_sec": 5.5, "agent_wpm": 311.8, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 4, "words_agent": 79, "words_customer": 33, "monologue_heavy": 0, "turns": [ { "ucid": "21112178584082881", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 1.07, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178584082881", "idx": 1, "speaker": "agent", "start_s": 1.57, "end_s": 1.91, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178584082881", "idx": 2, "speaker": "customer", "start_s": 2.0, "end_s": 2.54, "text_en": "Hitesh ji?", "text_native": "हितेश जी?" }, { "ucid": "21112178584082881", "idx": 3, "speaker": "agent", "start_s": 2.7, "end_s": 2.96, "text_en": "Yes", "text_native": "हां" }, { "ucid": "21112178584082881", "idx": 4, "speaker": "agent", "start_s": 3.5, "end_s": 7.18, "text_en": "Sir, I am Ankit Mishri speaking from Jindal Steel. You must have some requirement for this month, right? In HR etc.?", "text_native": "सर मैं अंकित मिश्री बात कर रहा हूं जिंदाल स्टील से। कुछ रिक्वायरमेंट होगी ना आपकी इस महीने के लिए? एचआर वगेरे में?" }, { "ucid": "21112178584082881", "idx": 5, "speaker": "customer", "start_s": 7.67, "end_s": 8.6, "text_en": "What is the rate for HR now?", "text_native": "एचआर का क्या रेट है अभी?" }, { "ucid": "21112178584082881", "idx": 6, "speaker": "agent", "start_s": 8.8, "end_s": 10.0, "text_en": "Fifty-eight two hundred fifty, ex-Taloja.", "text_native": "अट्ठावन दो सौ पचास एक्स तलोजा।" }, { "ucid": "21112178584082881", "idx": 7, "speaker": "customer", "start_s": 10.1, "end_s": 11.5, "text_en": "The 8mm one will be bad this time.", "text_native": "आठ एमएम का वैसा खराब जाएगा इस बार।" }, { "ucid": "21112178584082881", "idx": 8, "speaker": "customer", "start_s": 11.6, "end_s": 12.2, "text_en": "Fifty-eight two hundred fifty?", "text_native": "अट्ठावन दो सौ पचास?" }, { "ucid": "21112178584082881", "idx": 9, "speaker": "agent", "start_s": 12.5, "end_s": 14.2, "text_en": "Yes, ex-Taloja. In Jindal, JSW.", "text_native": "हां, एक्स तलोजा। जिंदाल में, जेएसडब्ल्यू।" }, { "ucid": "21112178584082881", "idx": 10, "speaker": "customer", "start_s": 14.4, "end_s": 14.8, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178584082881", "idx": 11, "speaker": "agent", "start_s": 15.3, "end_s": 20.8, "text_en": "Yes. In this, my cutting and loading are inclusive. Only the freight will be an addition. And if you have your own vehicle, you can arrange for your own vehicle too.", "text_native": "हां। इसमें मेरा कटिंग और लोडिंग मेरा इंक्लूसिव है। खाली भाड़ा जो होगा एडिशन होगा। और अगर आपका खुद का गाड़ी है तो आप खुद भी अपना गाड़ी लगा सकते हो।" }, { "ucid": "21112178584082881", "idx": 12, "speaker": "customer", "start_s": 21.5, "end_s": 21.9, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178584082881", "idx": 13, "speaker": "agent", "start_s": 22.6, "end_s": 24.2, "text_en": "Alright, right? So, do you have any requirement?", "text_native": "ठीक है ना? तो कुछ है रिक्वायरमेंट आपका?" }, { "ucid": "21112178584082881", "idx": 14, "speaker": "customer", "start_s": 24.7, "end_s": 26.0, "text_en": "If there is, I will tell you.", "text_native": "रहेगा तो मैं बोलता हूं आपको।" }, { "ucid": "21112178584082881", "idx": 15, "speaker": "agent", "start_s": 26.4, "end_s": 27.3, "text_en": "Okay sir, okay sir.", "text_native": "ठीक है जी, ठीक है जी।" } ], "steps": [ { "ucid": "21112178584082881", "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, jumping directly to asking about requirements." }, { "ucid": "21112178584082881", "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 proactive hook; he reacted to the customer's question about price." }, { "ucid": "21112178584082881", "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 to understand the customer's business, usage, or suppliers." }, { "ucid": "21112178584082881", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "In this, my cutting and loading are inclusive. Only the freight will be an addition.", "comment": "Agent pitched a relevant USP about inclusive costs after the customer asked for the price." }, { "ucid": "21112178584082881", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So, do you have any requirement?", "comment": "Agent asked if a current requirement existed, but the customer did not have one." }, { "ucid": "21112178584082881", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended with a vague statement from the customer and no committed next step from the agent." } ], "objections": [ { "ucid": "21112178584082881", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "If there is, I will tell you.", "response": "Okay sir, okay sir." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }