{ "ucid": "21112178584115461", "call_date": "2026-08-04", "start_time": "1899-12-30 16:29:14", "end_time": "1899-12-30 16:30:50", "duration_sec": 96, "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/DIA048817630f38742bc98b89f05f368987.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 166, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178584115461__DIA048817630f38742bc98b89f05f368987.mp3", "audio_bytes": 262872, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 87.624, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello? (हेलो?)\n[2s] CUSTOMER: Yes? (हां जी?)\n[3s] AGENT: Yes, hello sir. I am Abhinav Gautam speaking from JSW. (हां जी, नमस्कार सर। अभिनव गौतम बात कर रहा हूं मैं JSW से।)\n[6s] CUSTOMER: From JSW? Tell me, sir. (JSW से? बताइए सर।)\n[7s] AGENT: Yes sir, your round was registered last time, so you had some requirement. (जी सर, आपका राउंड रजिस्टर्ड हुआ था लास्ट टाइम, तो रिक्वायरमेंट थी आपकी कुछ।)\n[10s] CUSTOMER: Whose number did I give you? Did I get it done from the China office? I had shared the number with your team. (मैंने नंबर किसका दिया था आपको? चाइना ऑफिस से कराया क्या? मैंने आपकी टीम के साथ नंबर शेयर कर दिया था।)\n[14s] AGENT: I don't know, sir. I don't know. (पता नहीं सर। पता नहीं।)\n[15s] CUSTOMER: If you... your your your call has come for the first time, or has it come before? (अगर आप आपका आपका आपका फोन तो पहली बार आया है, आपके पहले भी आ चुका है?)\n[17s] CUSTOMER: I had given them the number. (मैंने नंबर उनको दे दिया था।)\n[18s] AGENT: My call has come for the second time. You have spoken to me before as well. (मेरा कॉल दूसरी बार आया है। पहले भी आपकी मेरे से बात हुई थी।)\n[20s] CUSTOMER: Then please check your WhatsApp. (तो फिर आप अपना WhatsApp चेक कर लीजिएगा।)\n[22s] CUSTOMER: What did we talk about last time? (हमने लास्ट टाइम हमने लास्ट टाइम क्या बात करी थी?)\n[24s] AGENT: We had talked last time, sir, that you are a trader and your work is in trading and retailing, and your structure was also about to come. (हमने लास्ट टाइम बात की थी सर कि आप ट्रेडर एंड ट्रेडिंग का रिटेलिंग का काम है आपका और स्ट्रक्चर भी आपका आने वाला था अभी।)\n[28s] CUSTOMER: No, this is not my work. (नहीं, मेरा ये काम नहीं है।)\n[30s] CUSTOMER: This is not my work. (मेरा ये काम नहीं है।)\n[31s] CUSTOMER: There is a company in China. (एक कंपनी है चाइना में।)\n[32s] AGENT: Okay. (अच्छा।)\n[32s] CUSTOMER: Antai.\n[33s] CUSTOMER: And Antai has to develop the structure market here. (और Antai को स्ट्रक्चर मार्केट यहां डेवलप करना है।)\n[36s] CUSTOMER: So it was registered for that. Now whether it was done from their number or my number, it was done. The call came, so then I gave my WhatsApp number to whoever your colleague might have been, that you should talk to Juri. (तो उसके लिए रजिस्टर कराया गया। अब उनके नंबर से हो ना हो मेरे नंबर से कराया गया। कॉल आ गई तो फिर मैंने आपको जो भी आपके कॉलीग रहे होंगे, उनको मैंने WhatsApp नंबर दे दिया है कि आप जूरी से बात कर लीजिए।)\n[42s] AGENT: Okay, alright sir, no problem. (अच्छा, चलो ठीक है सर, कोई दिक्कत नहीं।)\n[44s] CUSTOMER: Okay? I am not directly responsible for this thing. It was used for registration. Okay? (ठीक है? मैं डायरेक्टली रिस्पांसिबल नहीं हूं इस चीज के लिए। रजिस्ट्रेशन के लिए यूज किया था। Okay?)\n[47s] AGENT: Okay, okay, okay.\n[48s] CUSTOMER: Okay, yes. (Okay, हां।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 25, "connected": 1, "audio_notes": "clear: The customer's line has some slight background noise but is fully intelligible.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "25 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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer corrects your information, listen carefully and ask questions to understand the new situation instead of ending the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent followed up on a lead, incorrectly assuming the customer was a trader. The customer clarified they are not the direct buyer but an intermediary for a Chinese company, Antai, and had already provided the correct contact person's details. The agent did not probe this new information and ended the call without a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Yes, hello sir. I am Abhinav Gautam speaking from JSW.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call immediately went into confusion about a previous interaction; no hook was delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"AGENT: We had talked last time, sir, that you are a trader and your work is in trading and retailing...\", \"comment\": \"The agent made an incorrect statement about the customer's business instead of asking any discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated before the agent could ask about any current requirements.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay, alright sir, no problem.\", \"comment\": \"The agent accepted the customer's dismissal without proposing a next step or attempting to re-engage.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer corrects your information, listen carefully and ask questions to understand the new situation instead of ending the call.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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\": [], \"call_summary\": \"The agent followed up on a lead, incorrectly assuming the customer was a trader. The customer clarified they are not the direct buyer but an intermediary for a Chinese company, Antai, and had already provided the correct contact person's details. The agent did not probe this new information and ended the call without a next step.\"}", "error": null, "latency_ms": 30492, "input_tokens": 3411, "output_tokens": 712, "created_at": "2026-09-25 10:55:12", "sentiment": "positive", "sentiment_score": 0.384, "sentiment_confidence": "high", "pos": 9, "neg": 1, "lex_hits": 15, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.374, "agent_talk_sec": 16.6, "customer_talk_sec": 27.8, "dead_air_sec": 51.6, "longest_monologue_sec": 4.9, "agent_wpm": 300.0, "interruptions": 0, "agent_turns": 9, "customer_turns": 16, "discovery_qs": 1, "words_agent": 83, "words_customer": 152, "monologue_heavy": 0, "turns": [ { "ucid": "21112178584115461", "idx": 0, "speaker": "customer", "start_s": 0.46, "end_s": 1.16, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178584115461", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 2.11, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178584115461", "idx": 2, "speaker": "customer", "start_s": 2.5, "end_s": 2.8, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178584115461", "idx": 3, "speaker": "agent", "start_s": 2.9, "end_s": 5.49, "text_en": "Yes, hello sir. I am Abhinav Gautam speaking from JSW.", "text_native": "हां जी, नमस्कार सर। अभिनव गौतम बात कर रहा हूं मैं JSW से।" }, { "ucid": "21112178584115461", "idx": 4, "speaker": "customer", "start_s": 5.7, "end_s": 6.8, "text_en": "From JSW? Tell me, sir.", "text_native": "JSW से? बताइए सर।" }, { "ucid": "21112178584115461", "idx": 5, "speaker": "agent", "start_s": 7.0, "end_s": 9.5, "text_en": "Yes sir, your round was registered last time, so you had some requirement.", "text_native": "जी सर, आपका राउंड रजिस्टर्ड हुआ था लास्ट टाइम, तो रिक्वायरमेंट थी आपकी कुछ।" }, { "ucid": "21112178584115461", "idx": 6, "speaker": "customer", "start_s": 9.5, "end_s": 13.4, "text_en": "Whose number did I give you? Did I get it done from the China office? I had shared the number with your team.", "text_native": "मैंने नंबर किसका दिया था आपको? चाइना ऑफिस से कराया क्या? मैंने आपकी टीम के साथ नंबर शेयर कर दिया था।" }, { "ucid": "21112178584115461", "idx": 7, "speaker": "agent", "start_s": 13.7, "end_s": 15.0, "text_en": "I don't know, sir. I don't know.", "text_native": "पता नहीं सर। पता नहीं।" }, { "ucid": "21112178584115461", "idx": 8, "speaker": "customer", "start_s": 15.0, "end_s": 17.0, "text_en": "If you... your your your call has come for the first time, or has it come before?", "text_native": "अगर आप आपका आपका आपका फोन तो पहली बार आया है, आपके पहले भी आ चुका है?" }, { "ucid": "21112178584115461", "idx": 9, "speaker": "customer", "start_s": 17.0, "end_s": 18.0, "text_en": "I had given them the number.", "text_native": "मैंने नंबर उनको दे दिया था।" }, { "ucid": "21112178584115461", "idx": 10, "speaker": "agent", "start_s": 18.3, "end_s": 20.2, "text_en": "My call has come for the second time. You have spoken to me before as well.", "text_native": "मेरा कॉल दूसरी बार आया है। पहले भी आपकी मेरे से बात हुई थी।" }, { "ucid": "21112178584115461", "idx": 11, "speaker": "customer", "start_s": 20.2, "end_s": 21.5, "text_en": "Then please check your WhatsApp.", "text_native": "तो फिर आप अपना WhatsApp चेक कर लीजिएगा।" }, { "ucid": "21112178584115461", "idx": 12, "speaker": "customer", "start_s": 21.8, "end_s": 23.4, "text_en": "What did we talk about last time?", "text_native": "हमने लास्ट टाइम हमने लास्ट टाइम क्या बात करी थी?" }, { "ucid": "21112178584115461", "idx": 13, "speaker": "agent", "start_s": 23.6, "end_s": 28.5, "text_en": "We had talked last time, sir, that you are a trader and your work is in trading and retailing, and your structure was also about to come.", "text_native": "हमने लास्ट टाइम बात की थी सर कि आप ट्रेडर एंड ट्रेडिंग का रिटेलिंग का काम है आपका और स्ट्रक्चर भी आपका आने वाला था अभी।" }, { "ucid": "21112178584115461", "idx": 14, "speaker": "customer", "start_s": 28.5, "end_s": 29.5, "text_en": "No, this is not my work.", "text_native": "नहीं, मेरा ये काम नहीं है।" }, { "ucid": "21112178584115461", "idx": 15, "speaker": "customer", "start_s": 29.8, "end_s": 30.5, "text_en": "This is not my work.", "text_native": "मेरा ये काम नहीं है।" }, { "ucid": "21112178584115461", "idx": 16, "speaker": "customer", "start_s": 30.6, "end_s": 32.0, "text_en": "There is a company in China.", "text_native": "एक कंपनी है चाइना में।" }, { "ucid": "21112178584115461", "idx": 17, "speaker": "agent", "start_s": 32.0, "end_s": 32.5, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178584115461", "idx": 18, "speaker": "customer", "start_s": 32.5, "end_s": 33.0, "text_en": "Antai.", "text_native": "Antai." }, { "ucid": "21112178584115461", "idx": 19, "speaker": "customer", "start_s": 33.3, "end_s": 35.5, "text_en": "And Antai has to develop the structure market here.", "text_native": "और Antai को स्ट्रक्चर मार्केट यहां डेवलप करना है।" }, { "ucid": "21112178584115461", "idx": 20, "speaker": "customer", "start_s": 35.8, "end_s": 42.0, "text_en": "So it was registered for that. Now whether it was done from their number or my number, it was done. The call came, so then I gave my WhatsApp number to whoever your colleague might have been, that you should talk to Juri.", "text_native": "तो उसके लिए रजिस्टर कराया गया। अब उनके नंबर से हो ना हो मेरे नंबर से कराया गया। कॉल आ गई तो फिर मैंने आपको जो भी आपके कॉलीग रहे होंगे, उनको मैंने WhatsApp नंबर दे दिया है कि आप जूरी से बात कर लीजिए।" }, { "ucid": "21112178584115461", "idx": 21, "speaker": "agent", "start_s": 42.2, "end_s": 43.6, "text_en": "Okay, alright sir, no problem.", "text_native": "अच्छा, चलो ठीक है सर, कोई दिक्कत नहीं।" }, { "ucid": "21112178584115461", "idx": 22, "speaker": "customer", "start_s": 43.7, "end_s": 47.0, "text_en": "Okay? I am not directly responsible for this thing. It was used for registration. Okay?", "text_native": "ठीक है? मैं डायरेक्टली रिस्पांसिबल नहीं हूं इस चीज के लिए। रजिस्ट्रेशन के लिए यूज किया था। Okay?" }, { "ucid": "21112178584115461", "idx": 23, "speaker": "agent", "start_s": 47.0, "end_s": 48.0, "text_en": "Okay, okay, okay.", "text_native": "Okay, okay, okay." }, { "ucid": "21112178584115461", "idx": 24, "speaker": "customer", "start_s": 48.2, "end_s": 48.8, "text_en": "Okay, yes.", "text_native": "Okay, हां।" } ], "steps": [ { "ucid": "21112178584115461", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Yes, hello sir. I am Abhinav Gautam speaking from JSW.", "comment": "The agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178584115461", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call immediately went into confusion about a previous interaction; no hook was delivered." }, { "ucid": "21112178584115461", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "AGENT: We had talked last time, sir, that you are a trader and your work is in trading and retailing...", "comment": "The agent made an incorrect statement about the customer's business instead of asking any discovery questions." }, { "ucid": "21112178584115461", "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 performed, and consequently, no USPs were pitched." }, { "ucid": "21112178584115461", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was terminated before the agent could ask about any current requirements." }, { "ucid": "21112178584115461", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Okay, alright sir, no problem.", "comment": "The agent accepted the customer's dismissal without proposing a next step or attempting to re-engage." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }