{ "ucid": "21112178591572461", "call_date": "2026-08-05", "start_time": "1899-12-30 13:12:04", "end_time": "1899-12-30 13:12:55", "duration_sec": 51, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7056ace7798053824c73fe7018441b98.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 92, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178591572461__DIA7056ace7798053824c73fe7018441b98.mp3", "audio_bytes": 103248, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 34.416, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello (હલો)\n[6s] AGENT: Hello (હલો)\n[6s] AGENT: Hello, Jay Siddhant, Jay Siddhant Fabri and Repair Works? (હલો, જય સિદ્ધાંત, જય સિદ્ધાંત ફેબ્રી એન્ડ રિપેર વર્ક્સ?)\n[10s] CUSTOMER: Yes, tell me. (હા બોલો.)\n[10s] AGENT: Mr. Parmar, Dhruv speaking from JSW One MSME. (પરમાર સાહેબ, ધ્રુવ વાત કરું છું JSW One MSME થી.)\n[13s] CUSTOMER: Yes. (હા.)\n[14s] AGENT: Sir, do you have any requirements in HR right now? In sheets? (સાહેબ કઈ છે અત્યારે HR માં રિક્વાયરમેન્ટ્સ? શીટ્સમાં?)\n[16s] CUSTOMER: No no. No no. (ના ના. ના ના.)\n[19s] AGENT: Nothing? (નથી કઈ?)\n[20s] CUSTOMER: No no, not right now. When I have a requirement and I put it in, you don't have it available at that time. (ના ના, અત્યારે નથી. રિક્વાયરમેન્ટ હોય ત્યારે નાખું છું તો કઈ ત્યારે તમારી પાસે અવેલેબલ નથી હોતું.)\n[24s] AGENT: Right. Right.\n[26s] CUSTOMER: Hmm. (હમ.)\n[27s] AGENT: Okay sir. No problem. (ઠીક છે સર. કઈ વાંધો નહિ.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "noisy: Significant background noise and chatter on the customer's side throughout the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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 raises a past service failure, acknowledge their frustration and ask for a chance to fix it, instead of immediately 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": "out_of_stock", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent asked for current HR sheet requirements. The customer stated they had no need and raised a significant objection about JSW One not having material available during their past requirements. The agent acknowledged the feedback but did not attempt to handle the objection and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Mr. Parmar, Dhruv speaking from JSW One MSME. Sir, do you have any requirements in HR right now?\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Sir, do you have any requirements in HR right now? In sheets?\", \"comment\": \"The agent did not provide a hook; instead of leading with a price or availability signal, he went straight to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt to ask any discovery questions after the customer stated they had no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Sir, do you have any requirements in HR right now? In sheets?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay sir. No problem.\", \"comment\": \"The call was ended without any committed next step, such as a future callback or sending company information.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past service failure, acknowledge their frustration and ask for a chance to fix it, instead of immediately 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\": \"out_of_stock\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"When I have a requirement and I put it in, you don't have it available at that time.\", \"response\": \"AGENT: Right. Right.\"}], \"call_summary\": \"The agent asked for current HR sheet requirements. The customer stated they had no need and raised a significant objection about JSW One not having material available during their past requirements. The agent acknowledged the feedback but did not attempt to handle the objection and ended the call.\"}", "error": null, "latency_ms": 32764, "input_tokens": 2917, "output_tokens": 820, "created_at": "2026-09-25 10:49:22", "sentiment": "negative", "sentiment_score": -0.515, "sentiment_confidence": "high", "pos": 0, "neg": 4, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.617, "agent_talk_sec": 10.3, "customer_talk_sec": 6.4, "dead_air_sec": 34.3, "longest_monologue_sec": 3.1, "agent_wpm": 215.5, "interruptions": 0, "agent_turns": 7, "customer_turns": 6, "discovery_qs": 4, "words_agent": 37, "words_customer": 33, "monologue_heavy": 0, "turns": [ { "ucid": "21112178591572461", "idx": 0, "speaker": "customer", "start_s": 4.83, "end_s": 5.23, "text_en": "Hello", "text_native": "હલો" }, { "ucid": "21112178591572461", "idx": 1, "speaker": "agent", "start_s": 5.5, "end_s": 5.83, "text_en": "Hello", "text_native": "હલો" }, { "ucid": "21112178591572461", "idx": 2, "speaker": "agent", "start_s": 6.2, "end_s": 8.94, "text_en": "Hello, Jay Siddhant, Jay Siddhant Fabri and Repair Works?", "text_native": "હલો, જય સિદ્ધાંત, જય સિદ્ધાંત ફેબ્રી એન્ડ રિપેર વર્ક્સ?" }, { "ucid": "21112178591572461", "idx": 3, "speaker": "customer", "start_s": 9.5, "end_s": 10.0, "text_en": "Yes, tell me.", "text_native": "હા બોલો." }, { "ucid": "21112178591572461", "idx": 4, "speaker": "agent", "start_s": 10.24, "end_s": 12.54, "text_en": "Mr. Parmar, Dhruv speaking from JSW One MSME.", "text_native": "પરમાર સાહેબ, ધ્રુવ વાત કરું છું JSW One MSME થી." }, { "ucid": "21112178591572461", "idx": 5, "speaker": "customer", "start_s": 12.8, "end_s": 13.1, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178591572461", "idx": 6, "speaker": "agent", "start_s": 13.8, "end_s": 16.2, "text_en": "Sir, do you have any requirements in HR right now? In sheets?", "text_native": "સાહેબ કઈ છે અત્યારે HR માં રિક્વાયરમેન્ટ્સ? શીટ્સમાં?" }, { "ucid": "21112178591572461", "idx": 7, "speaker": "customer", "start_s": 16.5, "end_s": 17.6, "text_en": "No no. No no.", "text_native": "ના ના. ના ના." }, { "ucid": "21112178591572461", "idx": 8, "speaker": "agent", "start_s": 19.2, "end_s": 19.7, "text_en": "Nothing?", "text_native": "નથી કઈ?" }, { "ucid": "21112178591572461", "idx": 9, "speaker": "customer", "start_s": 20.1, "end_s": 23.9, "text_en": "No no, not right now. When I have a requirement and I put it in, you don't have it available at that time.", "text_native": "ના ના, અત્યારે નથી. રિક્વાયરમેન્ટ હોય ત્યારે નાખું છું તો કઈ ત્યારે તમારી પાસે અવેલેબલ નથી હોતું." }, { "ucid": "21112178591572461", "idx": 10, "speaker": "agent", "start_s": 24.4, "end_s": 25.1, "text_en": "Right. Right.", "text_native": "Right. Right." }, { "ucid": "21112178591572461", "idx": 11, "speaker": "customer", "start_s": 25.8, "end_s": 26.1, "text_en": "Hmm.", "text_native": "હમ." }, { "ucid": "21112178591572461", "idx": 12, "speaker": "agent", "start_s": 27.2, "end_s": 28.5, "text_en": "Okay sir. No problem.", "text_native": "ઠીક છે સર. કઈ વાંધો નહિ." } ], "steps": [ { "ucid": "21112178591572461", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Mr. Parmar, Dhruv speaking from JSW One MSME. Sir, do you have any requirements in HR right now?", "comment": "The agent identified himself and the company but failed to ask for permission to speak before jumping into the reason for the call." }, { "ucid": "21112178591572461", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Sir, do you have any requirements in HR right now? In sheets?", "comment": "The agent did not provide a hook; instead of leading with a price or availability signal, he went straight to a qualification question." }, { "ucid": "21112178591572461", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not attempt to ask any discovery questions after the customer stated they had no current requirement." }, { "ucid": "21112178591572461", "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 conducted, and no USPs were pitched." }, { "ucid": "21112178591572461", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: Sir, do you have any requirements in HR right now? In sheets?", "comment": "The agent successfully asked if a current requirement exists, which is the primary goal of this step." }, { "ucid": "21112178591572461", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Okay sir. No problem.", "comment": "The call was ended without any committed next step, such as a future callback or sending company information." } ], "objections": [ { "ucid": "21112178591572461", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "When I have a requirement and I put it in, you don't have it available at that time.", "response": "AGENT: Right. Right." } ], "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": [] }