{ "ucid": "21112178834245361", "call_date": "2026-09-02", "start_time": "2026-09-02 15:17:33", "end_time": "2026-09-02 15:18:20", "duration_sec": 47, "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/DIAc20f49f154dd5a60269ac0e7cc8f372a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1255, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178834245361__DIAc20f49f154dd5a60269ac0e7cc8f372a.mp3", "audio_bytes": 104112, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 34.704, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello. (हॅलो.)\n[3s] CUSTOMER: Hello. (हॅलो.)\n[3s] AGENT: Hello, good afternoon sir, this is Abdul speaking from JSW. (हॅलो, गुड आफ्टरनून सर, अब्दुल बात कर रहा हूं JSW से।)\n[6s] CUSTOMER: Yes, tell me. (हां, बोलिए।)\n[7s] AGENT: Are you speaking from Aryan Pro Solution Limited? (Aryan Pro Solution Limited से बात कर रहे हैं आप?)\n[10s] CUSTOMER: I am speaking from Aryan Pro Solution. (Aryan Pro Solution से बात कर रहा हूं।)\n[12s] AGENT: Okay, do you have any requirement for steel, sir, like in HR CR? (अच्छा, कुछ रिक्वायरमेंट है क्या सर आपको स्टील में, लाइक एचआर सीआर में?)\n[15s] CUSTOMER: Sorry? (सॉरी?)\n[15s] AGENT: Do you have any requirement for material in steel? HR, CR, GP, GI, any requirement? I called you for that. (आपको कुछ मटेरियल की रिक्वायरमेंट है स्टील में? एचआर, सीआर, जीपी, जीआई कुछ रिक्वायरमेंट है? इसके लिए फोन किया था मैंने आपको।)\n[20s] CUSTOMER: No, not at the moment. (नहीं, फिलहाल नहीं है कुछ।)\n[22s] AGENT: Okay, by when can it be? If there is, let me know, okay? (ठीक है, कब तक हो सकता है? होगा तो मुझे बताइए, ठीक है?)\n[25s] CUSTOMER: Hmm. (हम्म।)\n[26s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: Some background noise typical of a call center, but it does not affect transcription.", "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": "new_registration", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"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": "You need to follow the pitch structure by first completing discovery to understand the customer's business before asking for a requirement.", "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 contacted a representative from Aryan Pro Solution and confirmed the company name. The agent immediately asked for a material requirement, which the customer did not have at the moment. The call ended without any discovery or a firm next step being established.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, good afternoon sir, this is Abdul speaking from JSW.\", \"comment\": \"The agent provided a standard, polite opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you speaking from Aryan Pro Solution Limited?\", \"comment\": \"The agent only confirmed the company name and did not ask about procurement city, role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent skipped discovery entirely and jumped straight to asking for a requirement.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's benefits or features.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, by when can it be? If there is, let me know, okay?\", \"comment\": \"Although the agent asked for a requirement, they failed to secure a specific callback date when the customer had no immediate need.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a scheduled walkthrough, or a specific callback date being agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You need to follow the pitch structure by first completing discovery to understand the customer's business before asking for a requirement.\", \"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 contacted a representative from Aryan Pro Solution and confirmed the company name. The agent immediately asked for a material requirement, which the customer did not have at the moment. The call ended without any discovery or a firm next step being established.\"}", "error": null, "latency_ms": 27517, "input_tokens": 3001, "output_tokens": 689, "created_at": "2026-09-25 11:49:16", "sentiment": "negative", "sentiment_score": -0.429, "sentiment_confidence": "high", "pos": 0, "neg": 5, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.759, "agent_talk_sec": 14.5, "customer_talk_sec": 4.6, "dead_air_sec": 27.9, "longest_monologue_sec": 4.2, "agent_wpm": 273.1, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 6, "words_agent": 66, "words_customer": 19, "monologue_heavy": 1, "turns": [ { "ucid": "21112178834245361", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.37, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178834245361", "idx": 1, "speaker": "agent", "start_s": 1.87, "end_s": 2.3, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178834245361", "idx": 2, "speaker": "customer", "start_s": 2.77, "end_s": 3.11, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178834245361", "idx": 3, "speaker": "agent", "start_s": 3.49, "end_s": 6.08, "text_en": "Hello, good afternoon sir, this is Abdul speaking from JSW.", "text_native": "हॅलो, गुड आफ्टरनून सर, अब्दुल बात कर रहा हूं JSW से।" }, { "ucid": "21112178834245361", "idx": 4, "speaker": "customer", "start_s": 6.5, "end_s": 7.0, "text_en": "Yes, tell me.", "text_native": "हां, बोलिए।" }, { "ucid": "21112178834245361", "idx": 5, "speaker": "agent", "start_s": 7.36, "end_s": 9.18, "text_en": "Are you speaking from Aryan Pro Solution Limited?", "text_native": "Aryan Pro Solution Limited से बात कर रहे हैं आप?" }, { "ucid": "21112178834245361", "idx": 6, "speaker": "customer", "start_s": 9.8, "end_s": 11.2, "text_en": "I am speaking from Aryan Pro Solution.", "text_native": "Aryan Pro Solution से बात कर रहा हूं।" }, { "ucid": "21112178834245361", "idx": 7, "speaker": "agent", "start_s": 11.6, "end_s": 14.4, "text_en": "Okay, do you have any requirement for steel, sir, like in HR CR?", "text_native": "अच्छा, कुछ रिक्वायरमेंट है क्या सर आपको स्टील में, लाइक एचआर सीआर में?" }, { "ucid": "21112178834245361", "idx": 8, "speaker": "customer", "start_s": 14.7, "end_s": 15.0, "text_en": "Sorry?", "text_native": "सॉरी?" }, { "ucid": "21112178834245361", "idx": 9, "speaker": "agent", "start_s": 15.38, "end_s": 19.6, "text_en": "Do you have any requirement for material in steel? HR, CR, GP, GI, any requirement? I called you for that.", "text_native": "आपको कुछ मटेरियल की रिक्वायरमेंट है स्टील में? एचआर, सीआर, जीपी, जीआई कुछ रिक्वायरमेंट है? इसके लिए फोन किया था मैंने आपको।" }, { "ucid": "21112178834245361", "idx": 10, "speaker": "customer", "start_s": 19.89, "end_s": 21.3, "text_en": "No, not at the moment.", "text_native": "नहीं, फिलहाल नहीं है कुछ।" }, { "ucid": "21112178834245361", "idx": 11, "speaker": "agent", "start_s": 21.9, "end_s": 24.2, "text_en": "Okay, by when can it be? If there is, let me know, okay?", "text_native": "ठीक है, कब तक हो सकता है? होगा तो मुझे बताइए, ठीक है?" }, { "ucid": "21112178834245361", "idx": 12, "speaker": "customer", "start_s": 24.8, "end_s": 25.0, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178834245361", "idx": 13, "speaker": "agent", "start_s": 25.8, "end_s": 26.1, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178834245361", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Hello, good afternoon sir, this is Abdul speaking from JSW.", "comment": "The agent provided a standard, polite opening." }, { "ucid": "21112178834245361", "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 Aryan Pro Solution Limited?", "comment": "The agent only confirmed the company name and did not ask about procurement city, role, or contact details." }, { "ucid": "21112178834245361", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent skipped discovery entirely and jumped straight to asking for a requirement." }, { "ucid": "21112178834245361", "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 any of the platform's benefits or features." }, { "ucid": "21112178834245361", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, by when can it be? If there is, let me know, okay?", "comment": "Although the agent asked for a requirement, they failed to secure a specific callback date when the customer had no immediate need." }, { "ucid": "21112178834245361", "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 ended without a quote, a scheduled walkthrough, or a specific callback date being agreed upon." } ], "objections": [], "missed_steps": [ "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": [] }