{ "ucid": "21112178591070621", "call_date": "2026-08-05", "start_time": "1899-12-30 11:48:26", "end_time": "1899-12-30 11:50:14", "duration_sec": 108, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "Call_back_later", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAaa2249d5331a1a330a42bc61042dbb25.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 174, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178591070621__DIAaa2249d5331a1a330a42bc61042dbb25.mp3", "audio_bytes": 136944, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 45.648, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[6s] CUSTOMER: Hello.\n[7s] AGENT: Hello.\n[8s] CUSTOMER: Hello.\n[9s] AGENT: Hello, am I speaking with Sunil ji from A I Patel? (हेलो सुनील जी बात कर रहे हैं ए आई पटेल से?)\n[11s] CUSTOMER: Yes, speak. (बोलिए।)\n[12s] AGENT: I was calling from JSW One, hello. (जे एस डब्ल्यू वन से बात कर रहा था, नमस्कार।)\n[14s] CUSTOMER: Hello. (नमस्कार।)\n[15s] AGENT: Can we talk for two minutes, sir, related to your account? (दो मिनट बात हो सकती है सर आपके अकाउंट से रिलेटेड?)\n[19s] CUSTOMER: Uh, call me around four or five o'clock. I am free between four and five. (अह, मुझे चार या पांच बजे तक फोन कीजिए ना। चार से पांच में मैं फ्री रहता हूं।)\n[23s] AGENT: Okay, okay. No, I just wanted to ask, do you have any requirement? Then we can talk about it. (अच्छा अच्छा। नहीं, बस इतना पूछना था, कोई रिक्वायरमेंट है क्या? तो बात कर सकते हैं उसपे।)\n[26s] CUSTOMER: Yes, that's what we need to discuss. (हां, वही वही डिस्कशन करना है।)\n[28s] AGENT: Okay, okay. (अच्छा अच्छा।)\n[28s] CUSTOMER: Right now I am driving a car, that's why, sir. (अभी मैं कार ड्राइव कर रहा हूं इसलिए सर।)\n[31s] AGENT: Okay, alright. (अच्छा, ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: The customer is driving, which adds some background noise, but the conversation is easily understandable.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When a customer says they are driving and gives you a specific callback time, accept it immediately and end the call professionally instead of trying to push a question.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent connected with the customer, who confirmed his identity but stated he was driving and unable to talk. The customer requested a callback between 4 and 5 PM. The agent briefly tried to ask about a requirement before agreeing to the callback time and ending the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, am I speaking with Sunil ji from A I Patel? ... Can we talk for two minutes, sir, related to your account?\", \"comment\": \"Agent successfully greeted, identified self and company, used the customer's name, and asked for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook; after the opener, the customer requested a callback.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer stated they were busy and requested a callback.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched during the brief call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"No, I just wanted to ask, do you have any requirement?\", \"comment\": \"Agent asked if a requirement existed, but the customer deferred the conversation before any details could be captured.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, call me around four or five o'clock. I am free between four and five.\", \"comment\": \"Agent secured a specific callback time from the customer, which constitutes a clear next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are driving and gives you a specific callback time, accept it immediately and end the call professionally instead of trying to push a question.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent connected with the customer, who confirmed his identity but stated he was driving and unable to talk. The customer requested a callback between 4 and 5 PM. The agent briefly tried to ask about a requirement before agreeing to the callback time and ending the call.\"}", "error": null, "latency_ms": 21675, "input_tokens": 2926, "output_tokens": 732, "created_at": "2026-09-25 10:55:49", "sentiment": "neutral", "sentiment_score": 0.07, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.552, "agent_talk_sec": 11.2, "customer_talk_sec": 9.1, "dead_air_sec": 87.7, "longest_monologue_sec": 3.4, "agent_wpm": 283.9, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 3, "words_agent": 53, "words_customer": 37, "monologue_heavy": 0, "turns": [ { "ucid": "21112178591070621", "idx": 0, "speaker": "customer", "start_s": 5.83, "end_s": 6.23, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178591070621", "idx": 1, "speaker": "agent", "start_s": 7.0, "end_s": 7.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178591070621", "idx": 2, "speaker": "customer", "start_s": 8.0, "end_s": 8.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178591070621", "idx": 3, "speaker": "agent", "start_s": 8.9, "end_s": 10.8, "text_en": "Hello, am I speaking with Sunil ji from A I Patel?", "text_native": "हेलो सुनील जी बात कर रहे हैं ए आई पटेल से?" }, { "ucid": "21112178591070621", "idx": 4, "speaker": "customer", "start_s": 11.2, "end_s": 11.6, "text_en": "Yes, speak.", "text_native": "बोलिए।" }, { "ucid": "21112178591070621", "idx": 5, "speaker": "agent", "start_s": 12.0, "end_s": 13.8, "text_en": "I was calling from JSW One, hello.", "text_native": "जे एस डब्ल्यू वन से बात कर रहा था, नमस्कार।" }, { "ucid": "21112178591070621", "idx": 6, "speaker": "customer", "start_s": 14.3, "end_s": 14.8, "text_en": "Hello.", "text_native": "नमस्कार।" }, { "ucid": "21112178591070621", "idx": 7, "speaker": "agent", "start_s": 15.4, "end_s": 17.9, "text_en": "Can we talk for two minutes, sir, related to your account?", "text_native": "दो मिनट बात हो सकती है सर आपके अकाउंट से रिलेटेड?" }, { "ucid": "21112178591070621", "idx": 8, "speaker": "customer", "start_s": 18.6, "end_s": 22.5, "text_en": "Uh, call me around four or five o'clock. I am free between four and five.", "text_native": "अह, मुझे चार या पांच बजे तक फोन कीजिए ना। चार से पांच में मैं फ्री रहता हूं।" }, { "ucid": "21112178591070621", "idx": 9, "speaker": "agent", "start_s": 22.8, "end_s": 26.2, "text_en": "Okay, okay. No, I just wanted to ask, do you have any requirement? Then we can talk about it.", "text_native": "अच्छा अच्छा। नहीं, बस इतना पूछना था, कोई रिक्वायरमेंट है क्या? तो बात कर सकते हैं उसपे।" }, { "ucid": "21112178591070621", "idx": 10, "speaker": "customer", "start_s": 26.2, "end_s": 27.7, "text_en": "Yes, that's what we need to discuss.", "text_native": "हां, वही वही डिस्कशन करना है।" }, { "ucid": "21112178591070621", "idx": 11, "speaker": "agent", "start_s": 27.7, "end_s": 28.2, "text_en": "Okay, okay.", "text_native": "अच्छा अच्छा।" }, { "ucid": "21112178591070621", "idx": 12, "speaker": "customer", "start_s": 28.3, "end_s": 30.3, "text_en": "Right now I am driving a car, that's why, sir.", "text_native": "अभी मैं कार ड्राइव कर रहा हूं इसलिए सर।" }, { "ucid": "21112178591070621", "idx": 13, "speaker": "agent", "start_s": 30.9, "end_s": 31.6, "text_en": "Okay, alright.", "text_native": "अच्छा, ठीक है।" } ], "steps": [ { "ucid": "21112178591070621", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello, am I speaking with Sunil ji from A I Patel? ... Can we talk for two minutes, sir, related to your account?", "comment": "Agent successfully greeted, identified self and company, used the customer's name, and asked for permission to speak." }, { "ucid": "21112178591070621", "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 supply or price hook; after the opener, the customer requested a callback." }, { "ucid": "21112178591070621", "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 stated they were busy and requested a callback." }, { "ucid": "21112178591070621", "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 during the brief call." }, { "ucid": "21112178591070621", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "No, I just wanted to ask, do you have any requirement?", "comment": "Agent asked if a requirement existed, but the customer deferred the conversation before any details could be captured." }, { "ucid": "21112178591070621", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh, call me around four or five o'clock. I am free between four and five.", "comment": "Agent secured a specific callback time from the customer, which constitutes a clear next step." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }