{ "ucid": "21112178833937161", "call_date": "2026-09-02", "start_time": "2026-09-02 14:26:11", "end_time": "2026-09-02 14:27:27", "duration_sec": 76, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "No_requirement", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA08e225be2a1faa29fb750bad5a2b0b1b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1285, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178833937161__DIA08e225be2a1faa29fb750bad5a2b0b1b.mp3", "audio_bytes": 163080, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 54.36, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello? (हेलो?)\n[6s] AGENT: Hello, Kushwah Engineering? (हेलो, कुशवाह इंजीनियरिंग?)\n[8s] CUSTOMER: Yes. (हां जी।)\n[9s] AGENT: Yes, hello sir, I'm calling from JSW One. You had planned for some material, right? I'm calling from JSW, sir. (जी, नमस्कार सर, बात कर रहा हूं JSW One से। अभी आपने कुछ मटेरियल मटेरियल प्लान किया था ना, JSW से बात कर रहा हूं सर।)\n[14s] CUSTOMER: Yes, yes. (हां जी, हां जी।)\n[15s] AGENT: Yes, you had planned for material, so did that conversation progress any further? (जी, आपने मटेरियल प्लान किया था, तो आगे कुछ वो बात बनी क्या आगे?)\n[18s] CUSTOMER: No sir. (नहीं सर।)\n[19s] AGENT: Okay. So what was the issue? Have you taken that material or is it still pending? (ओके। तो क्या इशू आया था? आपने ले लिया है मटेरियल वो या फिर अभी भी पेंडिंग है?)\n[22s] CUSTOMER: Purchased it. (परचेस कर लिया।)\n[23s] AGENT: Huh? (हां?)\n[24s] CUSTOMER: Purchased it. (परचेस कर लिया।)\n[24s] AGENT: Okay. Now, when will your next procurement be? (अच्छा। अभी अभी क्या अभी next time कब आएगा procurement आपका?)\n[27s] CUSTOMER: Sir, I can't say anything right now. (सर, अभी कुछ कह नहीं सकता अभी।)\n[29s] AGENT: Okay. So why was this lost? Means like, was there some issue with the pricings or what was it? Delivery? (अच्छा। तो ये मतलब ये lost क्यों हुआ? मीन्स लाइक क्या कुछ इशू था pricings में या फिर क्या था? डिलीवरी?)\n[34s] CUSTOMER: Sir, I am in the hospital right now. Please call me after an hour. (सर, अभी मैं हॉस्पिटल में हूं थोड़ा। आपको ना एक घंटे बाद कीजिएगा कॉल।)\n[38s] AGENT: Okay sir, no worries. Thank you sir. That'll work. (ठीक है सर, नो वरीस। थैंक यू सर। चलेगा।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: The customer's audio is slightly lower in volume than the agent's, but still clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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": "new_registration", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer gives a valid reason to end the call (e.g., being in a hospital), immediately stop pitching, show empathy, and confirm a specific time for the callback.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called a contact at Kushwah Engineering to follow up on a previous material plan. The agent attempted to discover why the previous purchase was lost, but the customer revealed they were in a hospital and unable to talk. The customer requested a call back in an hour, and the agent agreed before ending the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, hello sir, I'm calling from JSW One. You had planned for some material, right?\", \"comment\": \"The agent opened with a direct reference to a past transaction, which is not the 'warm welcome for a new registration' required by the script.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the four required basic profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"So why was this lost? Means like, was there some issue with the pricings or what was it? Delivery?\", \"comment\": \"The agent asked only one of the eight discovery questions, which is below the threshold for a partial pass.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's benefits before the call was cut short.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Now, when will your next procurement be?\", \"comment\": \"The agent asked about a future requirement, but when the customer was non-committal, no specific callback date was scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, no worries. Thank you sir. That'll work.\", \"comment\": \"The call ended without a quote, a scheduled walkthrough, or a specific callback date confirmed by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives a valid reason to end the call (e.g., being in a hospital), immediately stop pitching, show empathy, and confirm a specific time for the callback.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a contact at Kushwah Engineering to follow up on a previous material plan. The agent attempted to discover why the previous purchase was lost, but the customer revealed they were in a hospital and unable to talk. The customer requested a call back in an hour, and the agent agreed before ending the call.\"}", "error": null, "latency_ms": 28066, "input_tokens": 3139, "output_tokens": 772, "created_at": "2026-09-25 11:50:41", "sentiment": "neutral", "sentiment_score": -0.045, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.707, "agent_talk_sec": 21.0, "customer_talk_sec": 8.7, "dead_air_sec": 46.3, "longest_monologue_sec": 4.4, "agent_wpm": 257.1, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 10, "words_agent": 90, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178833937161", "idx": 0, "speaker": "customer", "start_s": 5.28, "end_s": 5.78, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178833937161", "idx": 1, "speaker": "agent", "start_s": 6.5, "end_s": 7.8, "text_en": "Hello, Kushwah Engineering?", "text_native": "हेलो, कुशवाह इंजीनियरिंग?" }, { "ucid": "21112178833937161", "idx": 2, "speaker": "customer", "start_s": 8.27, "end_s": 8.7, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178833937161", "idx": 3, "speaker": "agent", "start_s": 9.1, "end_s": 13.5, "text_en": "Yes, hello sir, I'm calling from JSW One. You had planned for some material, right? I'm calling from JSW, sir.", "text_native": "जी, नमस्कार सर, बात कर रहा हूं JSW One से। अभी आपने कुछ मटेरियल मटेरियल प्लान किया था ना, JSW से बात कर रहा हूं सर।" }, { "ucid": "21112178833937161", "idx": 4, "speaker": "customer", "start_s": 13.8, "end_s": 14.5, "text_en": "Yes, yes.", "text_native": "हां जी, हां जी।" }, { "ucid": "21112178833937161", "idx": 5, "speaker": "agent", "start_s": 15.0, "end_s": 18.0, "text_en": "Yes, you had planned for material, so did that conversation progress any further?", "text_native": "जी, आपने मटेरियल प्लान किया था, तो आगे कुछ वो बात बनी क्या आगे?" }, { "ucid": "21112178833937161", "idx": 6, "speaker": "customer", "start_s": 18.0, "end_s": 18.5, "text_en": "No sir.", "text_native": "नहीं सर।" }, { "ucid": "21112178833937161", "idx": 7, "speaker": "agent", "start_s": 19.0, "end_s": 22.0, "text_en": "Okay. So what was the issue? Have you taken that material or is it still pending?", "text_native": "ओके। तो क्या इशू आया था? आपने ले लिया है मटेरियल वो या फिर अभी भी पेंडिंग है?" }, { "ucid": "21112178833937161", "idx": 8, "speaker": "customer", "start_s": 22.0, "end_s": 22.8, "text_en": "Purchased it.", "text_native": "परचेस कर लिया।" }, { "ucid": "21112178833937161", "idx": 9, "speaker": "agent", "start_s": 22.8, "end_s": 23.0, "text_en": "Huh?", "text_native": "हां?" }, { "ucid": "21112178833937161", "idx": 10, "speaker": "customer", "start_s": 23.5, "end_s": 24.2, "text_en": "Purchased it.", "text_native": "परचेस कर लिया।" }, { "ucid": "21112178833937161", "idx": 11, "speaker": "agent", "start_s": 24.2, "end_s": 27.0, "text_en": "Okay. Now, when will your next procurement be?", "text_native": "अच्छा। अभी अभी क्या अभी next time कब आएगा procurement आपका?" }, { "ucid": "21112178833937161", "idx": 12, "speaker": "customer", "start_s": 27.2, "end_s": 28.8, "text_en": "Sir, I can't say anything right now.", "text_native": "सर, अभी कुछ कह नहीं सकता अभी।" }, { "ucid": "21112178833937161", "idx": 13, "speaker": "agent", "start_s": 29.2, "end_s": 33.0, "text_en": "Okay. So why was this lost? Means like, was there some issue with the pricings or what was it? Delivery?", "text_native": "अच्छा। तो ये मतलब ये lost क्यों हुआ? मीन्स लाइक क्या कुछ इशू था pricings में या फिर क्या था? डिलीवरी?" }, { "ucid": "21112178833937161", "idx": 14, "speaker": "customer", "start_s": 33.5, "end_s": 37.0, "text_en": "Sir, I am in the hospital right now. Please call me after an hour.", "text_native": "सर, अभी मैं हॉस्पिटल में हूं थोड़ा। आपको ना एक घंटे बाद कीजिएगा कॉल।" }, { "ucid": "21112178833937161", "idx": 15, "speaker": "agent", "start_s": 37.5, "end_s": 40.0, "text_en": "Okay sir, no worries. Thank you sir. That'll work.", "text_native": "ठीक है सर, नो वरीस। थैंक यू सर। चलेगा।" } ], "steps": [ { "ucid": "21112178833937161", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, hello sir, I'm calling from JSW One. You had planned for some material, right?", "comment": "The agent opened with a direct reference to a past transaction, which is not the 'warm welcome for a new registration' required by the script." }, { "ucid": "21112178833937161", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the four required basic profile verification questions." }, { "ucid": "21112178833937161", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "So why was this lost? Means like, was there some issue with the pricings or what was it? Delivery?", "comment": "The agent asked only one of the eight discovery questions, which is below the threshold for a partial pass." }, { "ucid": "21112178833937161", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain the platform's benefits before the call was cut short." }, { "ucid": "21112178833937161", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Now, when will your next procurement be?", "comment": "The agent asked about a future requirement, but when the customer was non-committal, no specific callback date was scheduled." }, { "ucid": "21112178833937161", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, no worries. Thank you sir. That'll work.", "comment": "The call ended without a quote, a scheduled walkthrough, or a specific callback date confirmed by the agent." } ], "objections": [], "missed_steps": [ "NR1 Warm welcome opener", "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }