{ "ucid": "21112178834776431", "call_date": "2026-09-02", "start_time": "2026-09-02 16:46:04", "end_time": "2026-09-02 16:47:34", "duration_sec": 90, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd5bdc9b4596a0e1c6b3df7d5b35dc3b1.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1211, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178834776431__DIAd5bdc9b4596a0e1c6b3df7d5b35dc3b1.mp3", "audio_bytes": 196560, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 65.52, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Hello, am I speaking with Sudhanshu? (हॅलो, सुधांशू से बात हो रही है?)\n[3s] CUSTOMER: Uh, yes. (अह, हां जी।)\n[4s] AGENT: I am Rono Paisa calling, I am from JSW One. Your account was registered with us, were you planning for any material purchase? By chance in CR sheets, in coils? (मैं रोनो पैसा बात कर रहा हूं, मैं JSW One से। आपका अकाउंट रजिस्टर्ड था हमारे साथ, कुछ प्लान कर रहे थे क्या मटेरियल परचेस का? बाय चांस CR शीट्स में, कॉइल्स में?)\n[11s] CUSTOMER: In what, sir? (किस चीज में सर?)\n[12s] AGENT: In HR coils, sheets or in wire rods, were you planning to get some material in steel? (HR coils, शीट्स में या फिर वायर रॉड्स में, कुछ मटेरियल स्टील में कुछ प्लान कर रहे थे क्या लेने का?)\n[16s] CUSTOMER: Brother, I think my elder brother uses this number, by the way. (भैया जी, मेरे ख्याल ये नंबर जो है मेरा बड़ा भाई यूज़ करता है वैसे।)\n[20s] AGENT: Okay, it was showing here under the name of S S Enterprises. (ओके, ये एस एस एंटरप्राइजेस के नाम से इधर दिखा रहा था।)\n[22s] CUSTOMER: Yes yes, yes, that is brother's account. (हां हां जी, हां जी, भैया का ही अकाउंट है वो।)\n[24s] AGENT: Okay, so what do you work out in? What work do you do in this? (ओके, तो आपके क्या चीज में आप वर्कआउट करते हैं? क्या काम करते हैं इसमें?)\n[26s] CUSTOMER: Brother, actually I have no idea about this at all. I am going to my brother in a little while. To give him his phone. So I will inform him, he will call you back. (भैया जी, एक्चुअल में तो मुझे इस चीज का बिलकुल भी आईडिया नहीं है। मैं थोड़ी देर के बाद भाई के पास ही जा रहा हूं। उनका फोन देने के लिए। तो मैं उनको इन्फॉर्म कर दूंगा, आपको कॉल बैक कर लेंगे।)\n[33s] AGENT: I will ping you on WhatsApp. You contact me on that number, because this is the firm's number. (मैं ना आपको WhatsApp पे पिंग करता हूं। वो नंबर पे आप मुझे कांटेक्ट करिएगा, क्योंकि ये फर्म का नंबर है।)\n[37s] CUSTOMER: Yes, yes, yes. (जी, जी, जी।)\n[38s] AGENT: Yeah? Yeah. I have pinged you on WhatsApp, check WhatsApp once. (या? या। मैं आपको पिंग किया है WhatsApp पे, WhatsApp चेक कर लेना एक बार।)\n[41s] CUSTOMER: Okay, okay. I will inform my brother. (ठीक है, ठीक है। मैं भाई को इन्फॉर्म कर दूंगा।)\n[43s] AGENT: Yes, thank you. (जी, थैंक यू।)\n[44s] CUSTOMER: Okay sir. (ओके सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: There is some background chatter on the agent's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 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 you reach a gatekeeper, try to secure a specific callback time with the decision-maker instead of asking them to call you back.", "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 called a number linked to a new registration for 'S S Enterprises' but reached the owner's brother, who was not the decision-maker. The brother had no business information and promised to pass a message. The agent sent a WhatsApp message and asked for a call back from the correct person.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am Rono Paisa calling, I am from JSW One. Your account was registered with us...\", \"comment\": \"The agent introduced himself and referenced the new registration, which is the intent of this step.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the company name before discovering he was speaking to the wrong person.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent attempted one discovery question but was speaking to a gatekeeper who had no information.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to a point where platform education was possible.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked about a requirement but did not schedule a specific callback date with the decision-maker.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended by asking the customer to call back, which is not one of the three defined closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When you reach a gatekeeper, try to secure a specific callback time with the decision-maker instead of asking them to call you back.\", \"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 called a number linked to a new registration for 'S S Enterprises' but reached the owner's brother, who was not the decision-maker. The brother had no business information and promised to pass a message. The agent sent a WhatsApp message and asked for a call back from the correct person.\"}", "error": null, "latency_ms": 39902, "input_tokens": 3330, "output_tokens": 694, "created_at": "2026-09-25 11:47:25", "sentiment": "positive", "sentiment_score": 0.378, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.592, "agent_talk_sec": 24.8, "customer_talk_sec": 17.1, "dead_air_sec": 48.1, "longest_monologue_sec": 6.8, "agent_wpm": 271.0, "interruptions": 0, "agent_turns": 8, "customer_turns": 9, "discovery_qs": 7, "words_agent": 112, "words_customer": 72, "monologue_heavy": 0, "turns": [ { "ucid": "21112178834776431", "idx": 0, "speaker": "customer", "start_s": 0.59, "end_s": 1.11, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178834776431", "idx": 1, "speaker": "agent", "start_s": 1.81, "end_s": 3.11, "text_en": "Hello, am I speaking with Sudhanshu?", "text_native": "हॅलो, सुधांशू से बात हो रही है?" }, { "ucid": "21112178834776431", "idx": 2, "speaker": "customer", "start_s": 3.4, "end_s": 3.8, "text_en": "Uh, yes.", "text_native": "अह, हां जी।" }, { "ucid": "21112178834776431", "idx": 3, "speaker": "agent", "start_s": 3.8, "end_s": 10.58, "text_en": "I am Rono Paisa calling, I am from JSW One. Your account was registered with us, were you planning for any material purchase? By chance in CR sheets, in coils?", "text_native": "मैं रोनो पैसा बात कर रहा हूं, मैं JSW One से। आपका अकाउंट रजिस्टर्ड था हमारे साथ, कुछ प्लान कर रहे थे क्या मटेरियल परचेस का? बाय चांस CR शीट्स में, कॉइल्स में?" }, { "ucid": "21112178834776431", "idx": 4, "speaker": "customer", "start_s": 11.33, "end_s": 12.2, "text_en": "In what, sir?", "text_native": "किस चीज में सर?" }, { "ucid": "21112178834776431", "idx": 5, "speaker": "agent", "start_s": 12.2, "end_s": 16.38, "text_en": "In HR coils, sheets or in wire rods, were you planning to get some material in steel?", "text_native": "HR coils, शीट्स में या फिर वायर रॉड्स में, कुछ मटेरियल स्टील में कुछ प्लान कर रहे थे क्या लेने का?" }, { "ucid": "21112178834776431", "idx": 6, "speaker": "customer", "start_s": 16.38, "end_s": 19.6, "text_en": "Brother, I think my elder brother uses this number, by the way.", "text_native": "भैया जी, मेरे ख्याल ये नंबर जो है मेरा बड़ा भाई यूज़ करता है वैसे।" }, { "ucid": "21112178834776431", "idx": 7, "speaker": "agent", "start_s": 19.82, "end_s": 21.54, "text_en": "Okay, it was showing here under the name of S S Enterprises.", "text_native": "ओके, ये एस एस एंटरप्राइजेस के नाम से इधर दिखा रहा था।" }, { "ucid": "21112178834776431", "idx": 8, "speaker": "customer", "start_s": 21.54, "end_s": 23.3, "text_en": "Yes yes, yes, that is brother's account.", "text_native": "हां हां जी, हां जी, भैया का ही अकाउंट है वो।" }, { "ucid": "21112178834776431", "idx": 9, "speaker": "agent", "start_s": 23.58, "end_s": 26.0, "text_en": "Okay, so what do you work out in? What work do you do in this?", "text_native": "ओके, तो आपके क्या चीज में आप वर्कआउट करते हैं? क्या काम करते हैं इसमें?" }, { "ucid": "21112178834776431", "idx": 10, "speaker": "customer", "start_s": 26.0, "end_s": 33.1, "text_en": "Brother, actually I have no idea about this at all. I am going to my brother in a little while. To give him his phone. So I will inform him, he will call you back.", "text_native": "भैया जी, एक्चुअल में तो मुझे इस चीज का बिलकुल भी आईडिया नहीं है। मैं थोड़ी देर के बाद भाई के पास ही जा रहा हूं। उनका फोन देने के लिए। तो मैं उनको इन्फॉर्म कर दूंगा, आपको कॉल बैक कर लेंगे।" }, { "ucid": "21112178834776431", "idx": 11, "speaker": "agent", "start_s": 33.1, "end_s": 37.3, "text_en": "I will ping you on WhatsApp. You contact me on that number, because this is the firm's number.", "text_native": "मैं ना आपको WhatsApp पे पिंग करता हूं। वो नंबर पे आप मुझे कांटेक्ट करिएगा, क्योंकि ये फर्म का नंबर है।" }, { "ucid": "21112178834776431", "idx": 12, "speaker": "customer", "start_s": 37.3, "end_s": 38.1, "text_en": "Yes, yes, yes.", "text_native": "जी, जी, जी।" }, { "ucid": "21112178834776431", "idx": 13, "speaker": "agent", "start_s": 38.1, "end_s": 41.4, "text_en": "Yeah? Yeah. I have pinged you on WhatsApp, check WhatsApp once.", "text_native": "या? या। मैं आपको पिंग किया है WhatsApp पे, WhatsApp चेक कर लेना एक बार।" }, { "ucid": "21112178834776431", "idx": 14, "speaker": "customer", "start_s": 41.4, "end_s": 43.2, "text_en": "Okay, okay. I will inform my brother.", "text_native": "ठीक है, ठीक है। मैं भाई को इन्फॉर्म कर दूंगा।" }, { "ucid": "21112178834776431", "idx": 15, "speaker": "agent", "start_s": 43.2, "end_s": 44.1, "text_en": "Yes, thank you.", "text_native": "जी, थैंक यू।" }, { "ucid": "21112178834776431", "idx": 16, "speaker": "customer", "start_s": 44.4, "end_s": 45.0, "text_en": "Okay sir.", "text_native": "ओके सर।" } ], "steps": [ { "ucid": "21112178834776431", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I am Rono Paisa calling, I am from JSW One. Your account was registered with us...", "comment": "The agent introduced himself and referenced the new registration, which is the intent of this step." }, { "ucid": "21112178834776431", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only verified the company name before discovering he was speaking to the wrong person." }, { "ucid": "21112178834776431", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent attempted one discovery question but was speaking to a gatekeeper who had no information." }, { "ucid": "21112178834776431", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to a point where platform education was possible." }, { "ucid": "21112178834776431", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent asked about a requirement but did not schedule a specific callback date with the decision-maker." }, { "ucid": "21112178834776431", "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 by asking the customer to call back, which is not one of the three defined 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": [] }