{ "ucid": "21112178841376491", "call_date": "2026-09-03", "start_time": "2026-09-03 11:06:04", "end_time": "2026-09-03 11:07:14", "duration_sec": 70, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "No_requirement", "agent": "Anupreeti Mahadik", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA53d7646348263036ec4146f700c21550.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1157, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841376491__DIA53d7646348263036ec4146f700c21550.mp3", "audio_bytes": 182952, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 60.984, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[3s] CUSTOMER: Hello.\n[4s] AGENT: Hello.\n[6s] CUSTOMER: Hello.\n[8s] AGENT: Hello.\n[8s] CUSTOMER: Yes, speak. (हां बोलिए।)\n[10s] AGENT: Sir, this is Anupriti speaking from JSW One, Jindal Steel. (सर, मैं अनुप्रिती बात कर रही हूं JSW One से, जिंदल स्टील।)\n[13s] CUSTOMER: Okay.\n[14s] AGENT: Uh, your account was registered on the portal, so I wanted to know if you have any requirement? (अ आपका अकाउंट रजिस्टर था पोर्टल पे, तो I wanted to know कि कोई रिक्वायरमेंट है क्या आपका?)\n[18s] CUSTOMER: No, as of now there is no requirement. Actually, I was just exploring, I mean, how it is. (नहीं, as of now कुछ रिक्वायरमेंट नहीं। Actually, I was just मैं एक्सप्लोर कर रही थी, मतलब कैसे क्या है।)\n[22s] CUSTOMER: Yes, so when there is a requirement, we will definitely approach you. (हां, तो जब रिक्वायरमेंट रहेगा तब डेफिनेटली अप्रोच करेंगे आपको।)\n[25s] AGENT: Do you deal in steel or, I mean, how is it? (आप स्टील में डील करते हो आप या मतलब कैसा है?)\n[28s] CUSTOMER: In steel, actually structural steel is needed. (स्टील में, actually स्ट्रक्चरल स्टील लगता है।)\n[30s] AGENT: Okay. And which product do you use? I mean, just wanted to know. (Okay. और कौनसा प्रोडक्ट यूज करते हो? मतलब just wanted to know.)\n[33s] CUSTOMER: Uh, actually we require these beams and all these angles, color-coated sheets, all this is required. (अ actually हम लोग को ये beams और ये सब angles, color coated sheets, ये सब रिक्वायरमेंट रहता है।)\n[37s] AGENT: Okay. Okay, okay, ma'am. Alright. Okay. I will WhatsApp you once. You can just contact me whenever you are having a requirement. (Okay. Okay, okay, ma'am. ठीक है। Okay. मैं आपको एक बार WhatsApp करती हूं। You can just contact me whenever you are having a requirement.)\n[42s] CUSTOMER: Yes, yes, yes. Definitely.\n[44s] AGENT: Yeah.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: Some background noise from a call center environment is audible on the agent's side.", "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 a customer says they are 'just exploring', that is your cue to explain the platform's benefits (like transparent pricing and test certificates) instead of immediately asking for a requirement.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer had registered on the portal to explore and had no immediate requirement. The agent asked what products they use (structural steel, beams, angles, sheets) but did not perform discovery or educate the customer on the platform. The call ended without a specific next step, with the agent asking the customer to get in touch when a requirement arises.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this is Anupriti speaking from JSW One, Jindal Steel. Uh, your account was registered on the portal...\", \"comment\": \"The agent correctly identified the reason for the call (portal registration) and introduced herself and the company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"None of the four basic profile verification questions were asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Do you deal in steel or, I mean, how is it?\", \"comment\": \"The agent asked about business type and products used, but this is below the threshold of 4 questions for a partial pass.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's benefits, despite the customer explicitly stating they were 'exploring'.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After the customer stated no current requirement, the agent did not schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a generic 'contact me whenever' instead of a specific agreed-upon next step like a quote, callback, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are 'just exploring', that is your cue to explain the platform's benefits (like transparent pricing and test certificates) instead of immediately asking for a requirement.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"Actually, I was just exploring, I mean, how it is.\", \"response\": \"Do you deal in steel or, I mean, how is it?\"}], \"call_summary\": \"The customer had registered on the portal to explore and had no immediate requirement. The agent asked what products they use (structural steel, beams, angles, sheets) but did not perform discovery or educate the customer on the platform. The call ended without a specific next step, with the agent asking the customer to get in touch when a requirement arises.\"}", "error": null, "latency_ms": 36502, "input_tokens": 3151, "output_tokens": 820, "created_at": "2026-09-25 11:44:50", "sentiment": "positive", "sentiment_score": 0.176, "sentiment_confidence": "high", "pos": 10, "neg": 3, "lex_hits": 7, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.527, "agent_talk_sec": 17.3, "customer_talk_sec": 15.5, "dead_air_sec": 37.2, "longest_monologue_sec": 4.8, "agent_wpm": 267.1, "interruptions": 0, "agent_turns": 8, "customer_turns": 9, "discovery_qs": 3, "words_agent": 77, "words_customer": 63, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841376491", "idx": 0, "speaker": "customer", "start_s": 2.98, "end_s": 3.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841376491", "idx": 1, "speaker": "agent", "start_s": 4.5, "end_s": 4.91, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841376491", "idx": 2, "speaker": "customer", "start_s": 6.4, "end_s": 6.8, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841376491", "idx": 3, "speaker": "agent", "start_s": 7.6, "end_s": 8.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841376491", "idx": 4, "speaker": "customer", "start_s": 8.4, "end_s": 8.9, "text_en": "Yes, speak.", "text_native": "हां बोलिए।" }, { "ucid": "21112178841376491", "idx": 5, "speaker": "agent", "start_s": 9.5, "end_s": 12.3, "text_en": "Sir, this is Anupriti speaking from JSW One, Jindal Steel.", "text_native": "सर, मैं अनुप्रिती बात कर रही हूं JSW One से, जिंदल स्टील।" }, { "ucid": "21112178841376491", "idx": 6, "speaker": "customer", "start_s": 12.8, "end_s": 13.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178841376491", "idx": 7, "speaker": "agent", "start_s": 13.8, "end_s": 17.8, "text_en": "Uh, your account was registered on the portal, so I wanted to know if you have any requirement?", "text_native": "अ आपका अकाउंट रजिस्टर था पोर्टल पे, तो I wanted to know कि कोई रिक्वायरमेंट है क्या आपका?" }, { "ucid": "21112178841376491", "idx": 8, "speaker": "customer", "start_s": 18.2, "end_s": 22.0, "text_en": "No, as of now there is no requirement. Actually, I was just exploring, I mean, how it is.", "text_native": "नहीं, as of now कुछ रिक्वायरमेंट नहीं। Actually, I was just मैं एक्सप्लोर कर रही थी, मतलब कैसे क्या है।" }, { "ucid": "21112178841376491", "idx": 9, "speaker": "customer", "start_s": 22.4, "end_s": 24.8, "text_en": "Yes, so when there is a requirement, we will definitely approach you.", "text_native": "हां, तो जब रिक्वायरमेंट रहेगा तब डेफिनेटली अप्रोच करेंगे आपको।" }, { "ucid": "21112178841376491", "idx": 10, "speaker": "agent", "start_s": 25.1, "end_s": 27.2, "text_en": "Do you deal in steel or, I mean, how is it?", "text_native": "आप स्टील में डील करते हो आप या मतलब कैसा है?" }, { "ucid": "21112178841376491", "idx": 11, "speaker": "customer", "start_s": 27.5, "end_s": 29.4, "text_en": "In steel, actually structural steel is needed.", "text_native": "स्टील में, actually स्ट्रक्चरल स्टील लगता है।" }, { "ucid": "21112178841376491", "idx": 12, "speaker": "agent", "start_s": 29.8, "end_s": 32.3, "text_en": "Okay. And which product do you use? I mean, just wanted to know.", "text_native": "Okay. और कौनसा प्रोडक्ट यूज करते हो? मतलब just wanted to know." }, { "ucid": "21112178841376491", "idx": 13, "speaker": "customer", "start_s": 32.8, "end_s": 37.0, "text_en": "Uh, actually we require these beams and all these angles, color-coated sheets, all this is required.", "text_native": "अ actually हम लोग को ये beams और ये सब angles, color coated sheets, ये सब रिक्वायरमेंट रहता है।" }, { "ucid": "21112178841376491", "idx": 14, "speaker": "agent", "start_s": 37.0, "end_s": 41.8, "text_en": "Okay. Okay, okay, ma'am. Alright. Okay. I will WhatsApp you once. You can just contact me whenever you are having a requirement.", "text_native": "Okay. Okay, okay, ma'am. ठीक है। Okay. मैं आपको एक बार WhatsApp करती हूं। You can just contact me whenever you are having a requirement." }, { "ucid": "21112178841376491", "idx": 15, "speaker": "customer", "start_s": 41.8, "end_s": 43.3, "text_en": "Yes, yes, yes. Definitely.", "text_native": "Yes, yes, yes. Definitely." }, { "ucid": "21112178841376491", "idx": 16, "speaker": "agent", "start_s": 43.6, "end_s": 43.9, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178841376491", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, this is Anupriti speaking from JSW One, Jindal Steel. Uh, your account was registered on the portal...", "comment": "The agent correctly identified the reason for the call (portal registration) and introduced herself and the company." }, { "ucid": "21112178841376491", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "None of the four basic profile verification questions were asked." }, { "ucid": "21112178841376491", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "Do you deal in steel or, I mean, how is it?", "comment": "The agent asked about business type and products used, but this is below the threshold of 4 questions for a partial pass." }, { "ucid": "21112178841376491", "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, despite the customer explicitly stating they were 'exploring'." }, { "ucid": "21112178841376491", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "After the customer stated no current requirement, the agent did not schedule a specific callback date." }, { "ucid": "21112178841376491", "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 a generic 'contact me whenever' instead of a specific agreed-upon next step like a quote, callback, or walkthrough." } ], "objections": [ { "ucid": "21112178841376491", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "Actually, I was just exploring, I mean, how it is.", "response": "Do you deal in steel or, I mean, how is it?" } ], "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": [ "rejection" ] }