{ "ucid": "21112178841517491", "call_date": "2026-09-03", "start_time": "2026-09-03 11:29:34", "end_time": "2026-09-03 11:30:41", "duration_sec": 67, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Call_back_later", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3eb89e2c1c53d25b8209a6e0e7f5ec44.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1139, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841517491__DIA3eb89e2c1c53d25b8209a6e0e7f5ec44.mp3", "audio_bytes": 120312, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 40.104, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (ഹലോ?)\n[3s] AGENT: Uh hello good morning. Am I talking to Mr. Sunil? (അ ഹലോ ഗുഡ് മോർണിംഗ്. ആം ഐ ടോക്കിംഗ് ടു മിസ്റ്റർ സുനിൽ?)\n[5s] CUSTOMER: Uh, speak, speak. (ആഹ്, പറ പറ.)\n[7s] AGENT: Ah okay. Sunil, ah you are a Malayali, right? (ആ ഓക്കേ. സുനിൽ, ആ മലയാളി ആണല്ലേ?)\n[9s] AGENT: Sunil, I am calling from JSW. You had placed an enquiry here in the name of Asian Metals. I was calling to know about that. (സുനിൽ, ഞാൻ JSW-ൽ നിന്നാണ് വിളിക്കുന്നത്. ഏഷ്യൻ മെറ്റൽസ് പേരിൽ ഇവിടെ ഒരു enquiry ഇട്ടിരുന്നു. അതിനെക്കുറിച്ച് അറിയാനായിരുന്നു.)\n[13s] CUSTOMER: Ah, go on, go on. I am having a fever, okay? (ആഹ്, പറഞ്ഞോ പറഞ്ഞോ. പനിയായിട്ടിരിക്കുവാണു കേട്ടോ.)\n[15s] AGENT: Oh, fever... you have a fever? (അയ്യോ പനി... പനിയാണോ?)\n[16s] CUSTOMER: Then I... terrible headache. (അന്ന ഞാൻ... ഭയങ്കര തലവേദന.)\n[17s] AGENT: Oh, in that case sir, let's do one thing. I will call you slowly in the evening after having tea. What do you say? (അയ്യോ, അങ്ങനെയാണെങ്കിൽ സർ ഒരു കാര്യം ചെയ്യാം. ഞാൻ evening കാപ്പിയൊക്കെ കുടിച്ച് കഴിഞ്ഞിട്ട് പതുക്കെ വിളിക്കാം. എന്താ പറയുന്നേ?)\n[21s] CUSTOMER: Okay, okay. I can't talk because of the headache. (ആയിക്കോട്ടെ ആയിക്കോട്ടെ. തലവേദനയായിട്ട് സംസാരിക്കാൻ പറ്റുന്നില്ല.)\n[23s] AGENT: No problem, no problem. I will call in the evening. (കുഴപ്പമില്ല കുഴപ്പമില്ല. ഞാൻ evening വിളിക്കാം.)\n[25s] CUSTOMER: Okay. (ആയിക്കോട്ടെ.)\n[26s] AGENT: Okay sir, thank you. (ശരി സർ, താങ്ക്യൂ.)", "language": "Malayalam", "languages": "[\"Malayalam\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: The customer is unwell with a fever and headache, so the call is rescheduled.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 turns, clean transcript (0% inaudible)", "band_language": "Malayalam", "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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\"]", "pitch_coaching_note": "You handled the customer's personal situation with excellent empathy, correctly prioritizing a callback over pushing the script; continue this good judgment on future calls.", "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 contacted a new lead from 'Asian Metals' who was unable to speak due to having a fever and headache. The agent showed empathy and immediately scheduled a callback for the same evening. The customer agreed, and the call ended without any business discovery.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sunil, I am calling from JSW. You had placed an enquiry here in the name of Asian Metals. I was calling to know about that.\", \"comment\": \"The agent provided a clear, non-pushy opening that stated the call's purpose.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only confirmed the customer's name and company before the customer stated they were unwell and could not talk.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer's health issue before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the platform education stage.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will call you slowly in the evening after having tea. What do you say?\", \"comment\": \"When the customer stated they were sick, the agent correctly identified the only possible next step was a callback and scheduled one for a specific time of day.\"}, {\"step_id\": \"NR6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"No problem, no problem. I will call in the evening.\", \"comment\": \"The agent ended the call by confirming a specific callback time ('in the evening'), which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You handled the customer's personal situation with excellent empathy, correctly prioritizing a callback over pushing the script; continue this good judgment on future calls.\", \"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 contacted a new lead from 'Asian Metals' who was unable to speak due to having a fever and headache. The agent showed empathy and immediately scheduled a callback for the same evening. The customer agreed, and the call ended without any business discovery.\"}", "error": null, "latency_ms": 34263, "input_tokens": 3122, "output_tokens": 738, "created_at": "2026-09-25 11:43:52", "sentiment": "positive", "sentiment_score": 0.32, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.698, "agent_talk_sec": 15.5, "customer_talk_sec": 6.7, "dead_air_sec": 44.8, "longest_monologue_sec": 5.7, "agent_wpm": 340.6, "interruptions": 0, "agent_turns": 7, "customer_turns": 6, "discovery_qs": 4, "words_agent": 88, "words_customer": 29, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841517491", "idx": 0, "speaker": "customer", "start_s": 1.48, "end_s": 2.0, "text_en": "Hello?", "text_native": "ഹലോ?" }, { "ucid": "21112178841517491", "idx": 1, "speaker": "agent", "start_s": 2.6, "end_s": 4.71, "text_en": "Uh hello good morning. Am I talking to Mr. Sunil?", "text_native": "അ ഹലോ ഗുഡ് മോർണിംഗ്. ആം ഐ ടോക്കിംഗ് ടു മിസ്റ്റർ സുനിൽ?" }, { "ucid": "21112178841517491", "idx": 2, "speaker": "customer", "start_s": 5.3, "end_s": 6.28, "text_en": "Uh, speak, speak.", "text_native": "ആഹ്, പറ പറ." }, { "ucid": "21112178841517491", "idx": 3, "speaker": "agent", "start_s": 7.2, "end_s": 8.8, "text_en": "Ah okay. Sunil, ah you are a Malayali, right?", "text_native": "ആ ഓക്കേ. സുനിൽ, ആ മലയാളി ആണല്ലേ?" }, { "ucid": "21112178841517491", "idx": 4, "speaker": "agent", "start_s": 8.8, "end_s": 12.9, "text_en": "Sunil, I am calling from JSW. You had placed an enquiry here in the name of Asian Metals. I was calling to know about that.", "text_native": "സുനിൽ, ഞാൻ JSW-ൽ നിന്നാണ് വിളിക്കുന്നത്. ഏഷ്യൻ മെറ്റൽസ് പേരിൽ ഇവിടെ ഒരു enquiry ഇട്ടിരുന്നു. അതിനെക്കുറിച്ച് അറിയാനായിരുന്നു." }, { "ucid": "21112178841517491", "idx": 5, "speaker": "customer", "start_s": 13.0, "end_s": 14.7, "text_en": "Ah, go on, go on. I am having a fever, okay?", "text_native": "ആഹ്, പറഞ്ഞോ പറഞ്ഞോ. പനിയായിട്ടിരിക്കുവാണു കേട്ടോ." }, { "ucid": "21112178841517491", "idx": 6, "speaker": "agent", "start_s": 14.7, "end_s": 15.8, "text_en": "Oh, fever... you have a fever?", "text_native": "അയ്യോ പനി... പനിയാണോ?" }, { "ucid": "21112178841517491", "idx": 7, "speaker": "customer", "start_s": 15.8, "end_s": 16.9, "text_en": "Then I... terrible headache.", "text_native": "അന്ന ഞാൻ... ഭയങ്കര തലവേദന." }, { "ucid": "21112178841517491", "idx": 8, "speaker": "agent", "start_s": 17.2, "end_s": 21.2, "text_en": "Oh, in that case sir, let's do one thing. I will call you slowly in the evening after having tea. What do you say?", "text_native": "അയ്യോ, അങ്ങനെയാണെങ്കിൽ സർ ഒരു കാര്യം ചെയ്യാം. ഞാൻ evening കാപ്പിയൊക്കെ കുടിച്ച് കഴിഞ്ഞിട്ട് പതുക്കെ വിളിക്കാം. എന്താ പറയുന്നേ?" }, { "ucid": "21112178841517491", "idx": 9, "speaker": "customer", "start_s": 21.2, "end_s": 23.1, "text_en": "Okay, okay. I can't talk because of the headache.", "text_native": "ആയിക്കോട്ടെ ആയിക്കോട്ടെ. തലവേദനയായിട്ട് സംസാരിക്കാൻ പറ്റുന്നില്ല." }, { "ucid": "21112178841517491", "idx": 10, "speaker": "agent", "start_s": 23.1, "end_s": 24.7, "text_en": "No problem, no problem. I will call in the evening.", "text_native": "കുഴപ്പമില്ല കുഴപ്പമില്ല. ഞാൻ evening വിളിക്കാം." }, { "ucid": "21112178841517491", "idx": 11, "speaker": "customer", "start_s": 24.9, "end_s": 25.4, "text_en": "Okay.", "text_native": "ആയിക്കോട്ടെ." }, { "ucid": "21112178841517491", "idx": 12, "speaker": "agent", "start_s": 25.9, "end_s": 26.9, "text_en": "Okay sir, thank you.", "text_native": "ശരി സർ, താങ്ക്യൂ." } ], "steps": [ { "ucid": "21112178841517491", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sunil, I am calling from JSW. You had placed an enquiry here in the name of Asian Metals. I was calling to know about that.", "comment": "The agent provided a clear, non-pushy opening that stated the call's purpose." }, { "ucid": "21112178841517491", "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 confirmed the customer's name and company before the customer stated they were unwell and could not talk." }, { "ucid": "21112178841517491", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was terminated by the customer's health issue before any discovery questions could be asked." }, { "ucid": "21112178841517491", "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 the platform education stage." }, { "ucid": "21112178841517491", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I will call you slowly in the evening after having tea. What do you say?", "comment": "When the customer stated they were sick, the agent correctly identified the only possible next step was a callback and scheduled one for a specific time of day." }, { "ucid": "21112178841517491", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "No problem, no problem. I will call in the evening.", "comment": "The agent ended the call by confirming a specific callback time ('in the evening'), which the customer agreed to." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education" ], "objection_phrases_list": [] }