{ "ucid": "21112178834525671", "call_date": "2026-09-02", "start_time": "2026-09-02 16:04:15", "end_time": "2026-09-02 16:06:00", "duration_sec": 105, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA04ad93353e3858dc4e65ba0dda3c5c20.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1233, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178834525671__DIA04ad93353e3858dc4e65ba0dda3c5c20.mp3", "audio_bytes": 177768, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 59.256, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हेलो)\n[2s] AGENT: Hello (हेलो)\n[2s] CUSTOMER: Hello, hello (हेलो हेलो)\n[3s] AGENT: Hello sir, can you hear me? (हेलो सर, आवाज़ आ रही है?)\n[4s] CUSTOMER: Yes, I can. (हां आ रही है।)\n[5s] AGENT: Yes, this is Kartik calling from JSW One. (हां ये कार्तिक के बात कर रहा था JSW One से।)\n[7s] CUSTOMER: From where? (कहां से?)\n[8s] AGENT: Sir, JSW One. (सर JSW One.)\n[10s] CUSTOMER: Okay, tell me. (अच्छा बताओ।)\n[10s] AGENT: Do you have a requirement for steel at your Jayanti Electronics? (ये अपना जयंती इलेक्ट्रॉनिक्स में स्टील का रिक्वायरमेंट रहता है आपको?)\n[14s] CUSTOMER: Okay. (अच्छा।)\n[14s] AGENT: Our HR, CR, GI that is there. (अपना HR, CR, GI जो होता है।)\n[16s] CUSTOMER: One minute, listen to me. This, what's its name, this 9166, talk on this number. (एक मिनट मेरी बात सुनो। ये क्या नाम से, ये 9166 इस नंबर पर बात करो आप।)\n[20s] AGENT: Okay. Tell me what? 9166 (अच्छा। बताइए क्या? 9166)\n[21s] CUSTOMER: 599\n[22s] AGENT: 599\n[23s] CUSTOMER: 566\n[23s] AGENT: 566. What is his name? (566. क्या नाम है इनका?)\n[25s] CUSTOMER: It's in the name of Akshay Engineering, Sabir Khan. (अक्षय इंजीनियरिंग के नाम से है, साबिर खान।)\n[27s] AGENT: Okay. (अच्छा।)\n[27s] CUSTOMER: He is my younger brother, talk to him. (ये मेरे छोटे भाई है, इनसे बात करो।)\n[29s] AGENT: Okay, I will talk to him. (चलो मैं इनसे बात करता हूं।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription reliability.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "22 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": "When a customer redirects you to a new contact, try to ask one quick qualifying question before hanging up, such as confirming the new contact is the correct person for steel procurement.", "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 contacted a new registration at 'Jayanti Electronics'. The customer immediately stated he was not the right person and redirected the agent to his brother, Sabir Khan at 'Akshay Engineering', providing a new phone number. The agent agreed to call the new contact, and the call ended without any discovery or pitch.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, this is Kartik calling from JSW One.\", \"comment\": \"Agent gave a standard, professional opening without any hard sales pressure.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only confirmed the company name before the customer redirected the call.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer redirected the agent to another contact before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short to reach the platform education step.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked about a requirement but was immediately cut off and redirected, so no opportunity was identified or scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with an agreement to call a different person, which is not one of the three prescribed closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer redirects you to a new contact, try to ask one quick qualifying question before hanging up, such as confirming the new contact is the correct person for steel procurement.\", \"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 contacted a new registration at 'Jayanti Electronics'. The customer immediately stated he was not the right person and redirected the agent to his brother, Sabir Khan at 'Akshay Engineering', providing a new phone number. The agent agreed to call the new contact, and the call ended without any discovery or pitch.\"}", "error": null, "latency_ms": 28959, "input_tokens": 3142, "output_tokens": 681, "created_at": "2026-09-25 11:48:20", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.517, "agent_talk_sec": 12.4, "customer_talk_sec": 11.6, "dead_air_sec": 81.0, "longest_monologue_sec": 2.5, "agent_wpm": 261.3, "interruptions": 0, "agent_turns": 11, "customer_turns": 11, "discovery_qs": 4, "words_agent": 54, "words_customer": 46, "monologue_heavy": 0, "turns": [ { "ucid": "21112178834525671", "idx": 0, "speaker": "customer", "start_s": 0.97, "end_s": 1.4, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178834525671", "idx": 1, "speaker": "agent", "start_s": 1.77, "end_s": 2.09, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178834525671", "idx": 2, "speaker": "customer", "start_s": 2.27, "end_s": 2.89, "text_en": "Hello, hello", "text_native": "हेलो हेलो" }, { "ucid": "21112178834525671", "idx": 3, "speaker": "agent", "start_s": 3.09, "end_s": 4.19, "text_en": "Hello sir, can you hear me?", "text_native": "हेलो सर, आवाज़ आ रही है?" }, { "ucid": "21112178834525671", "idx": 4, "speaker": "customer", "start_s": 4.37, "end_s": 4.89, "text_en": "Yes, I can.", "text_native": "हां आ रही है।" }, { "ucid": "21112178834525671", "idx": 5, "speaker": "agent", "start_s": 5.07, "end_s": 6.99, "text_en": "Yes, this is Kartik calling from JSW One.", "text_native": "हां ये कार्तिक के बात कर रहा था JSW One से।" }, { "ucid": "21112178834525671", "idx": 6, "speaker": "customer", "start_s": 7.37, "end_s": 7.79, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178834525671", "idx": 7, "speaker": "agent", "start_s": 8.07, "end_s": 8.79, "text_en": "Sir, JSW One.", "text_native": "सर JSW One." }, { "ucid": "21112178834525671", "idx": 8, "speaker": "customer", "start_s": 9.67, "end_s": 10.19, "text_en": "Okay, tell me.", "text_native": "अच्छा बताओ।" }, { "ucid": "21112178834525671", "idx": 9, "speaker": "agent", "start_s": 10.37, "end_s": 12.89, "text_en": "Do you have a requirement for steel at your Jayanti Electronics?", "text_native": "ये अपना जयंती इलेक्ट्रॉनिक्स में स्टील का रिक्वायरमेंट रहता है आपको?" }, { "ucid": "21112178834525671", "idx": 10, "speaker": "customer", "start_s": 13.87, "end_s": 14.19, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178834525671", "idx": 11, "speaker": "agent", "start_s": 14.37, "end_s": 15.69, "text_en": "Our HR, CR, GI that is there.", "text_native": "अपना HR, CR, GI जो होता है।" }, { "ucid": "21112178834525671", "idx": 12, "speaker": "customer", "start_s": 15.69, "end_s": 19.29, "text_en": "One minute, listen to me. This, what's its name, this 9166, talk on this number.", "text_native": "एक मिनट मेरी बात सुनो। ये क्या नाम से, ये 9166 इस नंबर पर बात करो आप।" }, { "ucid": "21112178834525671", "idx": 13, "speaker": "agent", "start_s": 19.57, "end_s": 20.89, "text_en": "Okay. Tell me what? 9166", "text_native": "अच्छा। बताइए क्या? 9166" }, { "ucid": "21112178834525671", "idx": 14, "speaker": "customer", "start_s": 21.07, "end_s": 21.59, "text_en": "599", "text_native": "599" }, { "ucid": "21112178834525671", "idx": 15, "speaker": "agent", "start_s": 21.87, "end_s": 22.29, "text_en": "599", "text_native": "599" }, { "ucid": "21112178834525671", "idx": 16, "speaker": "customer", "start_s": 22.57, "end_s": 23.19, "text_en": "566", "text_native": "566" }, { "ucid": "21112178834525671", "idx": 17, "speaker": "agent", "start_s": 23.47, "end_s": 24.69, "text_en": "566. What is his name?", "text_native": "566. क्या नाम है इनका?" }, { "ucid": "21112178834525671", "idx": 18, "speaker": "customer", "start_s": 24.87, "end_s": 27.09, "text_en": "It's in the name of Akshay Engineering, Sabir Khan.", "text_native": "अक्षय इंजीनियरिंग के नाम से है, साबिर खान।" }, { "ucid": "21112178834525671", "idx": 19, "speaker": "agent", "start_s": 27.17, "end_s": 27.49, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178834525671", "idx": 20, "speaker": "customer", "start_s": 27.49, "end_s": 29.29, "text_en": "He is my younger brother, talk to him.", "text_native": "ये मेरे छोटे भाई है, इनसे बात करो।" }, { "ucid": "21112178834525671", "idx": 21, "speaker": "agent", "start_s": 29.47, "end_s": 30.69, "text_en": "Okay, I will talk to him.", "text_native": "चलो मैं इनसे बात करता हूं।" } ], "steps": [ { "ucid": "21112178834525671", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yes, this is Kartik calling from JSW One.", "comment": "Agent gave a standard, professional opening without any hard sales pressure." }, { "ucid": "21112178834525671", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Agent only confirmed the company name before the customer redirected the call." }, { "ucid": "21112178834525671", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer redirected the agent to another contact before any discovery questions could be asked." }, { "ucid": "21112178834525671", "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 to reach the platform education step." }, { "ucid": "21112178834525671", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent asked about a requirement but was immediately cut off and redirected, so no opportunity was identified or scheduled." }, { "ucid": "21112178834525671", "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 with an agreement to call a different person, which is not one of the three prescribed closure outcomes." } ], "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": [] }