{ "ucid": "21112178584146421", "call_date": "2026-08-04", "start_time": "1899-12-30 16:34:24", "end_time": "1899-12-30 16:35:28", "duration_sec": 64, "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/DIA60cd879c2c61d390a494c4b1b01c5cf1.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 116, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178584146421__DIA60cd879c2c61d390a494c4b1b01c5cf1.mp3", "audio_bytes": 134352, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 44.784, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello (हेलो)\n[3s] AGENT: Hello (हेलो)\n[4s] CUSTOMER: Yes? (हां जी?)\n[4s] AGENT: Yes. Hello sir. My name is Gautam, I am speaking from JSW One. (हां जी। नमस्कार सर। आपका नाम गौतम बात कर रहा हूं मैं JSW One से।)\n[8s] CUSTOMER: Yes sir, hello, tell me sir. (जी सर, नमस्कार, बताएं सर।)\n[10s] AGENT: Yes sir, is there any requirement in HR, sir? (जी सर, कोई HR में रिक्वायरमेंट होगी सर?)\n[12s] CUSTOMER: Not right now, sir. (अभी फिलहाल तो नहीं है सर।)\n[14s] AGENT: Maybe you had one last time in 1.8. (1.8 में शायद लास्ट टाइम थी आपकी।)\n[16s] CUSTOMER: Yes, there was, but the schedule is a bit down due to the rain. (हां थी बट अभी बारिश को लेके थोड़ा शेड्यूल डाउन हुआ पड़ा है।)\n[18s] AGENT: Oh, okay. (अच्छा।)\n[19s] CUSTOMER: Yes, due to the rainy season, for that reason, the schedule is down right now. (हां बारिश मौसम में इस वजह से कारण ना, शेड्यूल डाउन हुआ पड़ा है अभी।)\n[23s] AGENT: Okay, fine. If there is any, create an inquiry on the card through the application. (चलो ठीक है। कोई हो तो एप्लीकेशन के थ्रू आप कार्ड पे इंक्वायरी बना देना।)\n[26s] CUSTOMER: Okay sir, I will update it. (ठीक है सर, मैं अपडेट कर दूंगा।)\n[27s] AGENT: Okay? (ठीक है?)\n[28s] UNKNOWN: The person you are speaking to (आप जिस व्यक्ति से बात कर रहे हैं)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.", "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 says they have no current requirement, use that as an opportunity to ask discovery questions about their business to prepare for future needs, instead of ending the call.", "usp_relevance": "none", "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 the customer to check for HR coil requirements. The customer explained they have no current need as their work schedule has slowed down due to the rainy season. The agent ended the call by asking the customer to raise an inquiry via the app when a need arises.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if it was a good time to talk, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook; instead, went directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated they had no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, is there any requirement in HR, sir?\", \"comment\": \"Agent successfully attempted to qualify by asking for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there is any, create an inquiry on the card through the application.\", \"comment\": \"The next step was passive and not a specific, committed action from the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, use that as an opportunity to ask discovery questions about their business to prepare for future needs, instead of ending the call.\", \"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\": [], \"call_summary\": \"The agent contacted the customer to check for HR coil requirements. The customer explained they have no current need as their work schedule has slowed down due to the rainy season. The agent ended the call by asking the customer to raise an inquiry via the app when a need arises.\"}", "error": null, "latency_ms": 37945, "input_tokens": 2973, "output_tokens": 680, "created_at": "2026-09-25 10:51:15", "sentiment": "neutral", "sentiment_score": -0.035, "sentiment_confidence": "high", "pos": 1, "neg": 1, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.493, "agent_talk_sec": 10.3, "customer_talk_sec": 10.6, "dead_air_sec": 43.1, "longest_monologue_sec": 3.0, "agent_wpm": 291.3, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 2, "words_agent": 50, "words_customer": 47, "monologue_heavy": 0, "turns": [ { "ucid": "21112178584146421", "idx": 0, "speaker": "customer", "start_s": 1.51, "end_s": 2.08, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178584146421", "idx": 1, "speaker": "agent", "start_s": 2.8, "end_s": 3.2, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178584146421", "idx": 2, "speaker": "customer", "start_s": 3.87, "end_s": 4.23, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178584146421", "idx": 3, "speaker": "agent", "start_s": 4.48, "end_s": 7.4, "text_en": "Yes. Hello sir. My name is Gautam, I am speaking from JSW One.", "text_native": "हां जी। नमस्कार सर। आपका नाम गौतम बात कर रहा हूं मैं JSW One से।" }, { "ucid": "21112178584146421", "idx": 4, "speaker": "customer", "start_s": 7.8, "end_s": 9.3, "text_en": "Yes sir, hello, tell me sir.", "text_native": "जी सर, नमस्कार, बताएं सर।" }, { "ucid": "21112178584146421", "idx": 5, "speaker": "agent", "start_s": 9.7, "end_s": 11.4, "text_en": "Yes sir, is there any requirement in HR, sir?", "text_native": "जी सर, कोई HR में रिक्वायरमेंट होगी सर?" }, { "ucid": "21112178584146421", "idx": 6, "speaker": "customer", "start_s": 12.27, "end_s": 13.4, "text_en": "Not right now, sir.", "text_native": "अभी फिलहाल तो नहीं है सर।" }, { "ucid": "21112178584146421", "idx": 7, "speaker": "agent", "start_s": 13.7, "end_s": 15.2, "text_en": "Maybe you had one last time in 1.8.", "text_native": "1.8 में शायद लास्ट टाइम थी आपकी।" }, { "ucid": "21112178584146421", "idx": 8, "speaker": "customer", "start_s": 15.6, "end_s": 18.2, "text_en": "Yes, there was, but the schedule is a bit down due to the rain.", "text_native": "हां थी बट अभी बारिश को लेके थोड़ा शेड्यूल डाउन हुआ पड़ा है।" }, { "ucid": "21112178584146421", "idx": 9, "speaker": "agent", "start_s": 18.2, "end_s": 18.6, "text_en": "Oh, okay.", "text_native": "अच्छा।" }, { "ucid": "21112178584146421", "idx": 10, "speaker": "customer", "start_s": 19.0, "end_s": 22.0, "text_en": "Yes, due to the rainy season, for that reason, the schedule is down right now.", "text_native": "हां बारिश मौसम में इस वजह से कारण ना, शेड्यूल डाउन हुआ पड़ा है अभी।" }, { "ucid": "21112178584146421", "idx": 11, "speaker": "agent", "start_s": 22.8, "end_s": 25.8, "text_en": "Okay, fine. If there is any, create an inquiry on the card through the application.", "text_native": "चलो ठीक है। कोई हो तो एप्लीकेशन के थ्रू आप कार्ड पे इंक्वायरी बना देना।" }, { "ucid": "21112178584146421", "idx": 12, "speaker": "customer", "start_s": 25.8, "end_s": 27.2, "text_en": "Okay sir, I will update it.", "text_native": "ठीक है सर, मैं अपडेट कर दूंगा।" }, { "ucid": "21112178584146421", "idx": 13, "speaker": "agent", "start_s": 27.2, "end_s": 27.6, "text_en": "Okay?", "text_native": "ठीक है?" }, { "ucid": "21112178584146421", "idx": 14, "speaker": "unknown", "start_s": 27.9, "end_s": 29.8, "text_en": "The person you are speaking to", "text_native": "आप जिस व्यक्ति से बात कर रहे हैं" } ], "steps": [ { "ucid": "21112178584146421", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask if it was a good time to talk, which is a required part of the opener." }, { "ucid": "21112178584146421", "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 hook; instead, went directly to asking for a requirement." }, { "ucid": "21112178584146421", "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 after the customer stated they had no current requirement." }, { "ucid": "21112178584146421", "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 as no discovery was conducted." }, { "ucid": "21112178584146421", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes sir, is there any requirement in HR, sir?", "comment": "Agent successfully attempted to qualify by asking for a current requirement." }, { "ucid": "21112178584146421", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "If there is any, create an inquiry on the card through the application.", "comment": "The next step was passive and not a specific, committed action from the agent." } ], "objections": [], "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": [] }