{ "ucid": "21112178591475521", "call_date": "2026-08-05", "start_time": "1899-12-30 12:55:55", "end_time": "1899-12-30 12:56:29", "duration_sec": 34, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "Call_back_later", "agent": "Ganesh", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA891ac6092c05552cf8985b9dcc40d4f6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 37, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178591475521__DIA891ac6092c05552cf8985b9dcc40d4f6.mp3", "audio_bytes": 50112, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 16.704, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Hello? (हेलो?)\n[1s] CUSTOMER: Yes. (हांजी।)\n[2s] AGENT: Uh yes sir, good afternoon. This is Ganesh calling from the JSW One platform. (अह जी सर, गुड आफ्टरनून। गणेश बात कर रहा था JSW One प्लेटफॉर्म से।)\n[6s] CUSTOMER: Sir, let's talk later please. I'm sorry. (सर, बाद में बात करते हैं प्लीज़। I'm sorry.)\n[9s] AGENT: Okay sir, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 6, "connected": 1, "audio_notes": "clear: The customer ends the call quickly, stating they are busy.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "6 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 asks to talk later, always ask for a specific day and time to call back to secure a concrete next step.", "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 introduced himself and JSW One. The customer immediately stated they were busy and requested to talk later. The agent agreed and ended the call without scheduling a specific callback time.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay sir, thank you.\", \"comment\": \"The agent correctly introduced himself but failed to ask for a specific callback time after the customer declined to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer requested a callback before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could attempt to qualify the lead.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay sir, thank you.\", \"comment\": \"The agent did not secure a specific callback time, resulting in no committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks to talk later, always ask for a specific day and time to call back to secure a concrete next step.\", \"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 introduced himself and JSW One. The customer immediately stated they were busy and requested to talk later. The agent agreed and ended the call without scheduling a specific callback time.\"}", "error": null, "latency_ms": 33856, "input_tokens": 2680, "output_tokens": 637, "created_at": "2026-09-25 10:45:20", "sentiment": "negative", "sentiment_score": -0.348, "sentiment_confidence": "high", "pos": 0, "neg": 6, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.571, "agent_talk_sec": 4.8, "customer_talk_sec": 3.6, "dead_air_sec": 25.6, "longest_monologue_sec": 3.5, "agent_wpm": null, "interruptions": 0, "agent_turns": 3, "customer_turns": 3, "discovery_qs": 1, "words_agent": 19, "words_customer": 9, "monologue_heavy": 0, "turns": [ { "ucid": "21112178591475521", "idx": 0, "speaker": "customer", "start_s": 0.17, "end_s": 0.6, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178591475521", "idx": 1, "speaker": "agent", "start_s": 0.83, "end_s": 1.2, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178591475521", "idx": 2, "speaker": "customer", "start_s": 1.47, "end_s": 1.8, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178591475521", "idx": 3, "speaker": "agent", "start_s": 2.0, "end_s": 5.54, "text_en": "Uh yes sir, good afternoon. This is Ganesh calling from the JSW One platform.", "text_native": "अह जी सर, गुड आफ्टरनून। गणेश बात कर रहा था JSW One प्लेटफॉर्म से।" }, { "ucid": "21112178591475521", "idx": 4, "speaker": "customer", "start_s": 5.98, "end_s": 8.84, "text_en": "Sir, let's talk later please. I'm sorry.", "text_native": "सर, बाद में बात करते हैं प्लीज़। I'm sorry." }, { "ucid": "21112178591475521", "idx": 5, "speaker": "agent", "start_s": 9.3, "end_s": 10.24, "text_en": "Okay sir, thank you.", "text_native": "Okay sir, thank you." } ], "steps": [ { "ucid": "21112178591475521", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Okay sir, thank you.", "comment": "The agent correctly introduced himself but failed to ask for a specific callback time after the customer declined to speak." }, { "ucid": "21112178591475521", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer requested a callback before the agent could deliver the hook." }, { "ucid": "21112178591475521", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended before any discovery questions could be asked." }, { "ucid": "21112178591475521", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the agent could pitch any USPs." }, { "ucid": "21112178591475521", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the agent could attempt to qualify the lead." }, { "ucid": "21112178591475521", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Okay sir, thank you.", "comment": "The agent did not secure a specific callback time, resulting in no committed next step." } ], "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": [] }