{ "ucid": "21112178834188511", "call_date": "2026-09-02", "start_time": "2026-09-02 15:08:05", "end_time": "2026-09-02 15:09:07", "duration_sec": 62, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA11e30bf8f648289ef51ed76d37a03072.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1261, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178834188511__DIA11e30bf8f648289ef51ed76d37a03072.mp3", "audio_bytes": 104544, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 34.848, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes.\n[2s] AGENT: Are you speaking from Akriti Private Limited? (आप Akriti Private Limited से बात कर रहे हैं क्या?)\n[5s] CUSTOMER: Who is speaking? (कौन बात कर रहा है?)\n[6s] AGENT: I am Abdul, calling from JSW. (मैं अब्दुल बात कर रहा हूं JSW से।)\n[8s] CUSTOMER: Yes, my requirement is yet to come. I will call you, didn't I tell you? (हांजी, अभी मेरी requirement आने की है। मैं आपको कॉल करती हूं, मैंने बोला था ना आपको?)\n[12s] AGENT: Yes, I had spoken to you but you didn't give me any update. But I had also messaged you, I think. (हां, मेरी आपसे बात हुई थी but आप कुछ update नहीं किए मेरे को। But आपको message भी किया था I think.)\n[17s] CUSTOMER: Yes but when I have the requirement, I will call you, right? (हां but मेरे पास requirement आएगी तब मैं आपको करूंगी ना call.)\n[20s] AGENT: Alright, okay, sure sure. When it comes, let me know, okay? (ठीक है, okay, sure sure. जब आएगी तब मुझे बताइए, ठीक है?)\n[22s] CUSTOMER: Yes. (हांजी।)\n[23s] AGENT: Okay okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: Some minor background noise on the agent's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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 says they'll call you back, take control by proposing a specific follow-up date yourself instead of leaving it open-ended.", "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": null, "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent made a follow-up call to a customer at Akriti Private Limited. The customer immediately stated they had no current requirement and would call back when they did. The agent accepted this and ended the call without performing any discovery or scheduling a specific next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not perform a warm welcome; this was a follow-up call where the customer immediately took control.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you speaking from Akriti Private Limited?\", \"comment\": \"The agent only verified the company name before the customer deflected the conversation.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer immediately stated they had no requirement, preventing any discovery questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short and the customer was not receptive, so no platform education occurred.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"When it comes, let me know, okay?\", \"comment\": \"The agent did not identify an opportunity or schedule a specific callback date, leaving it open-ended.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not end with a quote, a scheduled walkthrough, or a specific callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they'll call you back, take control by proposing a specific follow-up date yourself instead of leaving it open-ended.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"material_flag\": false, \"material_detected\": null, \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"Yes, my requirement is yet to come. I will call you, didn't I tell you?\", \"response\": \"Alright, okay, sure sure. When it comes, let me know, okay?\"}], \"call_summary\": \"The agent made a follow-up call to a customer at Akriti Private Limited. The customer immediately stated they had no current requirement and would call back when they did. The agent accepted this and ended the call without performing any discovery or scheduling a specific next step.\"}", "error": null, "latency_ms": 34065, "input_tokens": 2940, "output_tokens": 747, "created_at": "2026-09-25 11:49:39", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.551, "agent_talk_sec": 10.8, "customer_talk_sec": 8.8, "dead_air_sec": 42.4, "longest_monologue_sec": 3.7, "agent_wpm": 266.7, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 2, "words_agent": 48, "words_customer": 33, "monologue_heavy": 0, "turns": [ { "ucid": "21112178834188511", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.81, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178834188511", "idx": 1, "speaker": "agent", "start_s": 1.0, "end_s": 1.5, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178834188511", "idx": 2, "speaker": "customer", "start_s": 1.86, "end_s": 2.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178834188511", "idx": 3, "speaker": "agent", "start_s": 2.36, "end_s": 4.24, "text_en": "Are you speaking from Akriti Private Limited?", "text_native": "आप Akriti Private Limited से बात कर रहे हैं क्या?" }, { "ucid": "21112178834188511", "idx": 4, "speaker": "customer", "start_s": 4.66, "end_s": 5.54, "text_en": "Who is speaking?", "text_native": "कौन बात कर रहा है?" }, { "ucid": "21112178834188511", "idx": 5, "speaker": "agent", "start_s": 5.86, "end_s": 7.54, "text_en": "I am Abdul, calling from JSW.", "text_native": "मैं अब्दुल बात कर रहा हूं JSW से।" }, { "ucid": "21112178834188511", "idx": 6, "speaker": "customer", "start_s": 8.26, "end_s": 12.0, "text_en": "Yes, my requirement is yet to come. I will call you, didn't I tell you?", "text_native": "हांजी, अभी मेरी requirement आने की है। मैं आपको कॉल करती हूं, मैंने बोला था ना आपको?" }, { "ucid": "21112178834188511", "idx": 7, "speaker": "agent", "start_s": 12.3, "end_s": 16.04, "text_en": "Yes, I had spoken to you but you didn't give me any update. But I had also messaged you, I think.", "text_native": "हां, मेरी आपसे बात हुई थी but आप कुछ update नहीं किए मेरे को। But आपको message भी किया था I think." }, { "ucid": "21112178834188511", "idx": 8, "speaker": "customer", "start_s": 16.56, "end_s": 19.5, "text_en": "Yes but when I have the requirement, I will call you, right?", "text_native": "हां but मेरे पास requirement आएगी तब मैं आपको करूंगी ना call." }, { "ucid": "21112178834188511", "idx": 9, "speaker": "agent", "start_s": 19.6, "end_s": 22.04, "text_en": "Alright, okay, sure sure. When it comes, let me know, okay?", "text_native": "ठीक है, okay, sure sure. जब आएगी तब मुझे बताइए, ठीक है?" }, { "ucid": "21112178834188511", "idx": 10, "speaker": "customer", "start_s": 22.26, "end_s": 22.64, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178834188511", "idx": 11, "speaker": "agent", "start_s": 22.96, "end_s": 23.54, "text_en": "Okay okay.", "text_native": "Okay okay." } ], "steps": [ { "ucid": "21112178834188511", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not perform a warm welcome; this was a follow-up call where the customer immediately took control." }, { "ucid": "21112178834188511", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Are you speaking from Akriti Private Limited?", "comment": "The agent only verified the company name before the customer deflected the conversation." }, { "ucid": "21112178834188511", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer immediately stated they had no requirement, preventing any discovery questions." }, { "ucid": "21112178834188511", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was too short and the customer was not receptive, so no platform education occurred." }, { "ucid": "21112178834188511", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "When it comes, let me know, okay?", "comment": "The agent did not identify an opportunity or schedule a specific callback date, leaving it open-ended." }, { "ucid": "21112178834188511", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not end with a quote, a scheduled walkthrough, or a specific callback date." } ], "objections": [ { "ucid": "21112178834188511", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "Yes, my requirement is yet to come. I will call you, didn't I tell you?", "response": "Alright, okay, sure sure. When it comes, let me know, okay?" } ], "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": [] }