{ "ucid": "21112178841576111", "call_date": "2026-09-03", "start_time": "2026-09-03 11:39:21", "end_time": "2026-09-03 11:40:48", "duration_sec": 87, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Does_not_deal_Steel", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA37e8d18759d30bb4701db4f49992d092.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1131, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841576111__DIA37e8d18759d30bb4701db4f49992d092.mp3", "audio_bytes": 193104, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 64.368, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[8s] CUSTOMER: Hello, are you calling from Viren Trading? (Hello, Viren Trading se bol rahe ho?)\n[9s] AGENT: Yes, speak. (हाँ बोलिए।)\n[10s] AGENT: Sir, hello. I am Aditya Pandey speaking from JSW. (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।)\n[13s] CUSTOMER: From where? (कहाँ से?)\n[14s] AGENT: Sir from JSW, Jindal Steel Works number one. (सर JSW से, Jindal Steel Works number one.)\n[17s] CUSTOMER: Yes speak, speak sir. (हाँ बोलिए, बोलिए सर।)\n[18s] AGENT: Yes sir, actually you had registered on our platform, I called you regarding that. (हाँ सर, actually में हमारे platform पे register किए थे, उसी के regarding call किया था आपको।)\n[22s] AGENT: I just wanted to know sir, do you have any requirement in steel, sir? HR, CR, PPGI etcetera? (यही जानना था सर आपका steel में कुछ requirement रहता है सर? HR, CR, PPGI वगेरा?)\n[26s] CUSTOMER: Yes, I do, sir. (रहता ना सर।)\n[27s] CUSTOMER: Where are you speaking from? (आप कहाँ से बोल रहे हो?)\n[28s] AGENT: Sir, see, for now my office is in Mumbai, in Vikhroli. And we supply pan-India, I am speaking from JSW, JSW One. You also registered last month, you might remember. (सर मैं तो देखिए अभी फिलहाल तो मेरा office Mumbai में है, Vikhroli में। और हम pan India supply करते हैं, JSW से बात कर रहा हूं, JSW One। आपने last month register भी किया है, आपको याद होगा।)\n[36s] CUSTOMER: Sir, that registration was done by mistake. I myself work for JSW, it's in the process. (सर वो register किया था वो गलती से कर दिया था। मैं खुद JSW का करता हूं, वो process के अंदर है।)\n[40s] AGENT: Oh, are you a distributor for JSW? (अच्छा आप distributor हैं क्या JSW के?)\n[42s] CUSTOMER: Yes yes yes yes. (हाँ हाँ हाँ हाँ।)\n[43s] AGENT: So you want to do vendor registration? (तो आपको vendor registration करना है क्या?)\n[45s] CUSTOMER: Yes, I wanted to do vendor registration. (हाँ, मेरेको vendor registration करना था।)\n[47s] AGENT: Okay sir, I got it, got it. No issue. So okay sir, I understood. I will update it in the system. (Okay sir, I got it, got it. कोई issue नहीं है। तो ठीक है सर, समझ गया। मैं update कर दूंगा system में।)\n[52s] CUSTOMER: Okay? (ठीक है?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 20, "connected": 1, "audio_notes": "noisy: Significant call center background noise on the agent's side, but the main conversation is intelligible.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "20 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": "Before asking about requirements, remember to first verify the customer's profile basics like their procurement city and role. This helps frame the conversation correctly from the start.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "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": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent followed up on a new registration. The customer quickly clarified they had registered by mistake, as they are an existing JSW distributor who was attempting a vendor registration, not to buy steel as an end-user. The agent correctly identified the lead as invalid for this sales channel and concluded the call by promising to update the system.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से। ... actually में हमारे platform पे register किए थे, उसी के regarding call किया था आपको।\", \"comment\": \"The agent provided a warm opening, stated his name and company, and referenced the customer's registration, which is the correct intent.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent skipped all four basic profile verification questions and jumped directly to asking about material requirements.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was correctly terminated after the customer revealed they were a JSW vendor, so no discovery questions were asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Platform education was not performed as the lead was identified as a non-customer early in the call.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"यही जानना था सर आपका steel में कुछ requirement रहता है सर?\", \"comment\": \"Although the agent asked about a requirement, the conversation was cut short before any opportunity could be fully identified or a callback scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"ठीक है सर, समझ गया। मैं update कर दूंगा system में।\", \"comment\": \"The call ended with a system update, which is not one of the three prescribed closure outcomes (quote, callback, or walkthrough).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Before asking about requirements, remember to first verify the customer's profile basics like their procurement city and role. This helps frame the conversation correctly from the start.\", \"segment_detected\": \"trader\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent followed up on a new registration. The customer quickly clarified they had registered by mistake, as they are an existing JSW distributor who was attempting a vendor registration, not to buy steel as an end-user. The agent correctly identified the lead as invalid for this sales channel and concluded the call by promising to update the system.\"}", "error": null, "latency_ms": 32774, "input_tokens": 3308, "output_tokens": 774, "created_at": "2026-09-25 11:43:25", "sentiment": "positive", "sentiment_score": 0.357, "sentiment_confidence": "high", "pos": 17, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.684, "agent_talk_sec": 28.3, "customer_talk_sec": 13.1, "dead_air_sec": 45.6, "longest_monologue_sec": 7.1, "agent_wpm": 250.2, "interruptions": 0, "agent_turns": 10, "customer_turns": 10, "discovery_qs": 4, "words_agent": 118, "words_customer": 51, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841576111", "idx": 0, "speaker": "customer", "start_s": 5.28, "end_s": 6.01, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841576111", "idx": 1, "speaker": "agent", "start_s": 6.38, "end_s": 7.01, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841576111", "idx": 2, "speaker": "customer", "start_s": 8.01, "end_s": 9.41, "text_en": "Hello, are you calling from Viren Trading?", "text_native": "Hello, Viren Trading se bol rahe ho?" }, { "ucid": "21112178841576111", "idx": 3, "speaker": "agent", "start_s": 9.41, "end_s": 10.01, "text_en": "Yes, speak.", "text_native": "हाँ बोलिए।" }, { "ucid": "21112178841576111", "idx": 4, "speaker": "agent", "start_s": 10.28, "end_s": 13.01, "text_en": "Sir, hello. I am Aditya Pandey speaking from JSW.", "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।" }, { "ucid": "21112178841576111", "idx": 5, "speaker": "customer", "start_s": 13.28, "end_s": 14.01, "text_en": "From where?", "text_native": "कहाँ से?" }, { "ucid": "21112178841576111", "idx": 6, "speaker": "agent", "start_s": 14.28, "end_s": 16.81, "text_en": "Sir from JSW, Jindal Steel Works number one.", "text_native": "सर JSW से, Jindal Steel Works number one." }, { "ucid": "21112178841576111", "idx": 7, "speaker": "customer", "start_s": 17.08, "end_s": 18.21, "text_en": "Yes speak, speak sir.", "text_native": "हाँ बोलिए, बोलिए सर।" }, { "ucid": "21112178841576111", "idx": 8, "speaker": "agent", "start_s": 18.48, "end_s": 21.81, "text_en": "Yes sir, actually you had registered on our platform, I called you regarding that.", "text_native": "हाँ सर, actually में हमारे platform पे register किए थे, उसी के regarding call किया था आपको।" }, { "ucid": "21112178841576111", "idx": 9, "speaker": "agent", "start_s": 22.08, "end_s": 25.41, "text_en": "I just wanted to know sir, do you have any requirement in steel, sir? HR, CR, PPGI etcetera?", "text_native": "यही जानना था सर आपका steel में कुछ requirement रहता है सर? HR, CR, PPGI वगेरा?" }, { "ucid": "21112178841576111", "idx": 10, "speaker": "customer", "start_s": 25.68, "end_s": 26.51, "text_en": "Yes, I do, sir.", "text_native": "रहता ना सर।" }, { "ucid": "21112178841576111", "idx": 11, "speaker": "customer", "start_s": 27.08, "end_s": 28.01, "text_en": "Where are you speaking from?", "text_native": "आप कहाँ से बोल रहे हो?" }, { "ucid": "21112178841576111", "idx": 12, "speaker": "agent", "start_s": 28.28, "end_s": 35.41, "text_en": "Sir, see, for now my office is in Mumbai, in Vikhroli. And we supply pan-India, I am speaking from JSW, JSW One. You also registered last month, you might remember.", "text_native": "सर मैं तो देखिए अभी फिलहाल तो मेरा office Mumbai में है, Vikhroli में। और हम pan India supply करते हैं, JSW से बात कर रहा हूं, JSW One। आपने last month register भी किया है, आपको याद होगा।" }, { "ucid": "21112178841576111", "idx": 13, "speaker": "customer", "start_s": 35.68, "end_s": 40.01, "text_en": "Sir, that registration was done by mistake. I myself work for JSW, it's in the process.", "text_native": "सर वो register किया था वो गलती से कर दिया था। मैं खुद JSW का करता हूं, वो process के अंदर है।" }, { "ucid": "21112178841576111", "idx": 14, "speaker": "agent", "start_s": 40.28, "end_s": 42.01, "text_en": "Oh, are you a distributor for JSW?", "text_native": "अच्छा आप distributor हैं क्या JSW के?" }, { "ucid": "21112178841576111", "idx": 15, "speaker": "customer", "start_s": 42.28, "end_s": 43.11, "text_en": "Yes yes yes yes.", "text_native": "हाँ हाँ हाँ हाँ।" }, { "ucid": "21112178841576111", "idx": 16, "speaker": "agent", "start_s": 43.38, "end_s": 44.51, "text_en": "So you want to do vendor registration?", "text_native": "तो आपको vendor registration करना है क्या?" }, { "ucid": "21112178841576111", "idx": 17, "speaker": "customer", "start_s": 44.78, "end_s": 46.41, "text_en": "Yes, I wanted to do vendor registration.", "text_native": "हाँ, मेरेको vendor registration करना था।" }, { "ucid": "21112178841576111", "idx": 18, "speaker": "agent", "start_s": 46.88, "end_s": 52.01, "text_en": "Okay sir, I got it, got it. No issue. So okay sir, I understood. I will update it in the system.", "text_native": "Okay sir, I got it, got it. कोई issue नहीं है। तो ठीक है सर, समझ गया। मैं update कर दूंगा system में।" }, { "ucid": "21112178841576111", "idx": 19, "speaker": "customer", "start_s": 52.28, "end_s": 52.81, "text_en": "Okay?", "text_native": "ठीक है?" } ], "steps": [ { "ucid": "21112178841576111", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से। ... actually में हमारे platform पे register किए थे, उसी के regarding call किया था आपको।", "comment": "The agent provided a warm opening, stated his name and company, and referenced the customer's registration, which is the correct intent." }, { "ucid": "21112178841576111", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent skipped all four basic profile verification questions and jumped directly to asking about material requirements." }, { "ucid": "21112178841576111", "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 correctly terminated after the customer revealed they were a JSW vendor, so no discovery questions were asked." }, { "ucid": "21112178841576111", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Platform education was not performed as the lead was identified as a non-customer early in the call." }, { "ucid": "21112178841576111", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "यही जानना था सर आपका steel में कुछ requirement रहता है सर?", "comment": "Although the agent asked about a requirement, the conversation was cut short before any opportunity could be fully identified or a callback scheduled." }, { "ucid": "21112178841576111", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "ठीक है सर, समझ गया। मैं update कर दूंगा system में।", "comment": "The call ended with a system update, which is not one of the three prescribed closure outcomes (quote, callback, or walkthrough)." } ], "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": [] }