{ "ucid": "21112178841512191", "call_date": "2026-09-03", "start_time": "2026-09-03 11:28:41", "end_time": "2026-09-03 11:29:36", "duration_sec": 55, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd3b725c554dd1ad368617859f7182fea.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1140, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841512191__DIAd3b725c554dd1ad368617859f7182fea.mp3", "audio_bytes": 86400, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 28.8, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello (हेलो)\n[1s] AGENT: Yes (हां जी)\n[2s] AGENT: Are you speaking from Avish Domtech Private Limited, sir? (ये Avish Domtech Private Limited से बात कर रहे हैं सर?)\n[4s] CUSTOMER: Yes (हां जी)\n[5s] AGENT: Hello, I am Abdul speaking, sir, from JSW One. (नमस्कार, मैं अब्दुल बात कर रहा हूं सर, JSW One से।)\n[7s] CUSTOMER: Yes, tell me. (हां, बताइए।)\n[8s] AGENT: We spoke last time, sir, you had JSW... (पिछली बार बात हुई थी सर आपने JSW...)\n[9s] CUSTOMER: Brother, if there is a requirement, we will let you know. We have done the registration. If there is one, we will tell you immediately, okay? (भाई साहब होगी तो बता देंगे, रजिस्ट्रेशन कर दिया, अगर होगी तो तुरंत बताएंगे आपको, ठीक है?)\n[13s] AGENT: Okay, should I send you a message for this from my personal number? (अच्छा, इसके लिए आपको मैसेज कर दूं क्या पर्सनल नंबर से?)\n[15s] CUSTOMER: Definitely, one from an Anushka ji has probably already come, you can also send it. (Definitely, एक अनुष्का जी का शायद आ भी रखा है, आप भी कर दीजिए।)\n[18s] AGENT: Okay sir, okay, okay. (ठीक है सर, ओके, ठीक है।)\n[19s] CUSTOMER: Okay, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: The customer speaks quickly and interrupts the agent, but the speech is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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": 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 customer immediately brushes you off, acknowledge their point but try to ask one simple qualifying question before ending the call to make future contact more effective.", "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 newly registered customer from Avish Domtech. The customer immediately stated they had no current requirement and would reach out when they did. The agent did not attempt any discovery and the call ended with an agreement to send a message.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent only identified himself and the company before the customer took control of the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the company name before the customer cut off any further discovery.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer immediately shut down the call, preventing any discovery questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had a chance to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer stated they had no requirement, but the agent did not schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the agent agreeing to send a message, which is not one of the required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately brushes you off, acknowledge their point but try to ask one simple qualifying question before ending the call to make future contact more effective.\", \"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\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"Brother, if there is a requirement, we will let you know. We have done the registration.\", \"response\": \"Okay, should I send you a message for this from my personal number?\"}], \"call_summary\": \"The agent called a newly registered customer from Avish Domtech. The customer immediately stated they had no current requirement and would reach out when they did. The agent did not attempt any discovery and the call ended with an agreement to send a message.\"}", "error": null, "latency_ms": 39716, "input_tokens": 2964, "output_tokens": 735, "created_at": "2026-09-25 11:43:58", "sentiment": "positive", "sentiment_score": 0.544, "sentiment_confidence": "high", "pos": 20, "neg": 0, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.512, "agent_talk_sec": 8.6, "customer_talk_sec": 8.2, "dead_air_sec": 38.2, "longest_monologue_sec": 2.4, "agent_wpm": 307.0, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 2, "words_agent": 44, "words_customer": 49, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841512191", "idx": 0, "speaker": "customer", "start_s": 0.47, "end_s": 0.91, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178841512191", "idx": 1, "speaker": "agent", "start_s": 1.2, "end_s": 1.56, "text_en": "Yes", "text_native": "हां जी" }, { "ucid": "21112178841512191", "idx": 2, "speaker": "agent", "start_s": 1.78, "end_s": 3.8, "text_en": "Are you speaking from Avish Domtech Private Limited, sir?", "text_native": "ये Avish Domtech Private Limited से बात कर रहे हैं सर?" }, { "ucid": "21112178841512191", "idx": 3, "speaker": "customer", "start_s": 4.04, "end_s": 4.4, "text_en": "Yes", "text_native": "हां जी" }, { "ucid": "21112178841512191", "idx": 4, "speaker": "agent", "start_s": 4.66, "end_s": 7.0, "text_en": "Hello, I am Abdul speaking, sir, from JSW One.", "text_native": "नमस्कार, मैं अब्दुल बात कर रहा हूं सर, JSW One से।" }, { "ucid": "21112178841512191", "idx": 5, "speaker": "customer", "start_s": 7.46, "end_s": 8.0, "text_en": "Yes, tell me.", "text_native": "हां, बताइए।" }, { "ucid": "21112178841512191", "idx": 6, "speaker": "agent", "start_s": 8.18, "end_s": 9.4, "text_en": "We spoke last time, sir, you had JSW...", "text_native": "पिछली बार बात हुई थी सर आपने JSW..." }, { "ucid": "21112178841512191", "idx": 7, "speaker": "customer", "start_s": 9.4, "end_s": 12.8, "text_en": "Brother, if there is a requirement, we will let you know. We have done the registration. If there is one, we will tell you immediately, okay?", "text_native": "भाई साहब होगी तो बता देंगे, रजिस्ट्रेशन कर दिया, अगर होगी तो तुरंत बताएंगे आपको, ठीक है?" }, { "ucid": "21112178841512191", "idx": 8, "speaker": "agent", "start_s": 12.96, "end_s": 14.64, "text_en": "Okay, should I send you a message for this from my personal number?", "text_native": "अच्छा, इसके लिए आपको मैसेज कर दूं क्या पर्सनल नंबर से?" }, { "ucid": "21112178841512191", "idx": 9, "speaker": "customer", "start_s": 14.8, "end_s": 17.4, "text_en": "Definitely, one from an Anushka ji has probably already come, you can also send it.", "text_native": "Definitely, एक अनुष्का जी का शायद आ भी रखा है, आप भी कर दीजिए।" }, { "ucid": "21112178841512191", "idx": 10, "speaker": "agent", "start_s": 17.66, "end_s": 18.6, "text_en": "Okay sir, okay, okay.", "text_native": "ठीक है सर, ओके, ठीक है।" }, { "ucid": "21112178841512191", "idx": 11, "speaker": "customer", "start_s": 18.74, "end_s": 19.6, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178841512191", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent only identified himself and the company before the customer took control of the call." }, { "ucid": "21112178841512191", "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 the customer cut off any further discovery." }, { "ucid": "21112178841512191", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer immediately shut down the call, preventing any discovery questions." }, { "ucid": "21112178841512191", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the agent had a chance to explain the platform." }, { "ucid": "21112178841512191", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer stated they had no requirement, but the agent did not schedule a specific callback date." }, { "ucid": "21112178841512191", "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 the agent agreeing to send a message, which is not one of the required closure outcomes." } ], "objections": [ { "ucid": "21112178841512191", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "Brother, if there is a requirement, we will let you know. We have done the registration.", "response": "Okay, should I send you a message for this from my personal number?" } ], "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": [] }