{ "ucid": "21112178841381631", "call_date": "2026-09-03", "start_time": "2026-09-03 11:06:56", "end_time": "2026-09-03 11:07:50", "duration_sec": 54, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Call_back_later", "agent": "Varun Siddhardha jillapalli", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6208bc8bc5c0f94258a1e9a4c9ca0880.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1155, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841381631__DIA6208bc8bc5c0f94258a1e9a4c9ca0880.mp3", "audio_bytes": 97200, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 32.4, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[4s] AGENT: Hello.\n[5s] CUSTOMER: Yes sir, good morning. (हां सर, गुड मॉर्निंग।)\n[7s] AGENT: Yeah, good morning sir.\n[8s] CUSTOMER: Sir, uh, last [inaudible] (सर, अह, लास्ट [inaudible])\n[10s] AGENT: Yes, sorry, your voice is breaking sir. (हां, सॉरी, योर वॉइस इज़ ब्रेकिंग सर।)\n[12s] CUSTOMER: [inaudible]\n[14s] AGENT: Your voice is breaking sir. (योर वॉइस इज़ ब्रेकिंग सर।)\n[16s] CUSTOMER: Okay, hello. (ओके, हेलो।)\n[17s] AGENT: Hello, can you hear me?", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "very poor: Extreme background noise and crosstalk on the customer's side make large portions of their speech completely inaudible.", "transcript_status": "ok", "transcript_error": null, "band": "amber", "band_reason": "audio reported as 'very poor' - transcript reliability reduced", "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 call connects, immediately state your name and 'from JSW One' to establish context, even if you suspect a bad line.", "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 call was non-productive due to a persistent bad connection. The agent and customer exchanged greetings, but the agent was unable to understand the customer, repeatedly stating \"Your voice is breaking sir.\" The call ended without any business being discussed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello.\", \"comment\": \"The agent did not provide a warm welcome, introduce themselves, or state the company name.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not progress to profile verification due to persistent connection issues.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not progress to discovery due to persistent connection issues.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was not mentioned as the conversation could not start.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No requirement was discussed and no specific callback was scheduled on the call.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to a bad connection without any of the required closure outcomes being achieved.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a call connects, immediately state your name and 'from JSW One' to establish context, even if you suspect a bad line.\", \"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 call was non-productive due to a persistent bad connection. The agent and customer exchanged greetings, but the agent was unable to understand the customer, repeatedly stating \\\"Your voice is breaking sir.\\\" The call ended without any business being discussed.\"}", "error": null, "latency_ms": 23430, "input_tokens": 2823, "output_tokens": 642, "created_at": "2026-09-25 11:44:33", "sentiment": "positive", "sentiment_score": 0.204, "sentiment_confidence": "med", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.422, "agent_talk_sec": 4.9, "customer_talk_sec": 6.7, "dead_air_sec": 42.4, "longest_monologue_sec": 1.3, "agent_wpm": null, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 1, "words_agent": 23, "words_customer": 13, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841381631", "idx": 0, "speaker": "customer", "start_s": 0.98, "end_s": 1.48, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841381631", "idx": 1, "speaker": "agent", "start_s": 2.13, "end_s": 2.53, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841381631", "idx": 2, "speaker": "customer", "start_s": 3.03, "end_s": 3.43, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841381631", "idx": 3, "speaker": "agent", "start_s": 4.23, "end_s": 4.63, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841381631", "idx": 4, "speaker": "customer", "start_s": 5.23, "end_s": 6.03, "text_en": "Yes sir, good morning.", "text_native": "हां सर, गुड मॉर्निंग।" }, { "ucid": "21112178841381631", "idx": 5, "speaker": "agent", "start_s": 6.63, "end_s": 7.33, "text_en": "Yeah, good morning sir.", "text_native": "Yeah, good morning sir." }, { "ucid": "21112178841381631", "idx": 6, "speaker": "customer", "start_s": 7.83, "end_s": 9.83, "text_en": "Sir, uh, last [inaudible]", "text_native": "सर, अह, लास्ट [inaudible]" }, { "ucid": "21112178841381631", "idx": 7, "speaker": "agent", "start_s": 10.33, "end_s": 11.63, "text_en": "Yes, sorry, your voice is breaking sir.", "text_native": "हां, सॉरी, योर वॉइस इज़ ब्रेकिंग सर।" }, { "ucid": "21112178841381631", "idx": 8, "speaker": "customer", "start_s": 11.63, "end_s": 13.53, "text_en": "[inaudible]", "text_native": "[inaudible]" }, { "ucid": "21112178841381631", "idx": 9, "speaker": "agent", "start_s": 13.93, "end_s": 15.23, "text_en": "Your voice is breaking sir.", "text_native": "योर वॉइस इज़ ब्रेकिंग सर।" }, { "ucid": "21112178841381631", "idx": 10, "speaker": "customer", "start_s": 15.73, "end_s": 16.83, "text_en": "Okay, hello.", "text_native": "ओके, हेलो।" }, { "ucid": "21112178841381631", "idx": 11, "speaker": "agent", "start_s": 16.83, "end_s": 17.63, "text_en": "Hello, can you hear me?", "text_native": "Hello, can you hear me?" } ], "steps": [ { "ucid": "21112178841381631", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Hello.", "comment": "The agent did not provide a warm welcome, introduce themselves, or state the company name." }, { "ucid": "21112178841381631", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call did not progress to profile verification due to persistent connection issues." }, { "ucid": "21112178841381631", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call did not progress to discovery due to persistent connection issues." }, { "ucid": "21112178841381631", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The platform was not mentioned as the conversation could not start." }, { "ucid": "21112178841381631", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No requirement was discussed and no specific callback was scheduled on the call." }, { "ucid": "21112178841381631", "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 due to a bad connection without any of the required closure outcomes being achieved." } ], "objections": [], "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": [] }