{ "ucid": "21112178841632181", "call_date": "2026-09-03", "start_time": "2026-09-03 11:48:41", "end_time": "2026-09-03 11:49:57", "duration_sec": 76, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAaca2ea9ea44d5f21c8927cba68e6e45c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1129, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841632181__DIAaca2ea9ea44d5f21c8927cba68e6e45c.mp3", "audio_bytes": 181872, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 60.624, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हॅलो)\n[2s] AGENT: Hello (हॅलो)\n[3s] AGENT: Am I speaking with Universal Associate? (Universal Associate से बात कर रहे हैं?)\n[5s] CUSTOMER: Yes. (जी।)\n[6s] AGENT: I was calling from JSW One, sir, hello. (JSW One से बात कर रहा था सर, नमस्कार।)\n[8s] CUSTOMER: Hello. (नमस्ते।)\n[9s] AGENT: Uh sir, your form was recently registered on our platform, so I wanted to know a little that (अह आपका सर ये फॉर्म रिसेंटली रजिस्टर हुआ था हमारे प्लॅटफॉर्म पे, सो थोड़ा जानना चाह रहा था की)\n[13s] CUSTOMER: Yes? (हांजी?)\n[13s] CUSTOMER: I have already received a call. I have told them, sir, that currently I don't have an inquiry. When I have one, I will let you know. (कॉल आ चुका है मुझे। मैं बोल दिया हूं सर की अभी फिलहाल है नहीं इंक्वायरी। रहेगी तो मैं बताता हूं।)\n[17s] AGENT: Okay, but you received the call last month, right? Around the 28th. (अच्छा कॉल तो आपको सर लास्ट महीने आया था ना? अट्ठाईस तारीख के अराउंड।)\n[20s] CUSTOMER: Now sir, how many days has it been since that month? (अब सर महीने को भी कितने दिन हो गए?)\n[22s] AGENT: That's true, but sir, the thing is, since you are a customer, then (वो बात तो ठीक है बट सर ये है की आप कस्टमर हो तो)\n[24s] CUSTOMER: Sir, tell me one thing, if I registered, will you call me every month? (सर आप एक बात बताइए मेरेको, मैंने रजिस्टर किया तो आप मुझे हर महीने फोन करेंगे?)\n[27s] AGENT: Calling once a month is expected, isn't it, sir? (हर महीने एक बार तो सर फोन करना बनता है ना सर?)\n[29s] CUSTOMER: Oh man, don't do this, sir. (अरे यार, ऐसा मत करिए सर।)\n[31s] AGENT: Hmm? (हम्म?)\n[32s] CUSTOMER: Don't do this with us. If we have a requirement, we will check it ourselves. (ऐसा मत करिए हमारे साथ। हमको रहेगा हम खुद उसमे देखेंगे।)\n[34s] AGENT: Okay. (अच्छा।)\n[34s] CUSTOMER: Okay? (ठीक है?)\n[35s] AGENT: Okay, okay sir. Okay. (ठीक है, ठीक है सर। ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 20, "connected": 1, "audio_notes": "clear: The customer is audibly annoyed by the follow-up call.", "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": "When a customer is resistant to being called, avoid arguing about call frequency and instead pivot to a low-pressure value offer, like sending current prices for their reference.", "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 customer who had recently registered on the platform. The customer was immediately resistant, stating they had already been called, had no current inquiry, and objected to being called monthly. The agent's attempt to justify the follow-up call was met with further resistance, and the call ended with the agent agreeing to the customer's request to not call again. No discovery or pitching occurred.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I was calling from JSW One, sir, hello. Uh sir, your form was recently registered on our platform...\", \"comment\": \"The agent provided a warm opening and stated the reason for the call, which was a recent platform registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer immediately deflected the call, preventing the agent from asking any basic profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not progress to the full discovery stage as the customer was unwilling to engage.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and the agent did not attempt to explain the platform's benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I have told them, sir, that currently I don't have an inquiry.\", \"comment\": \"The customer stated they had no current requirement, and the agent did not schedule a specific callback date for a future opportunity.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, okay sir. Okay.\", \"comment\": \"The call ended with the agent acquiescing to the customer's request to not be called, without achieving any of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is resistant to being called, avoid arguing about call frequency and instead pivot to a low-pressure value offer, like sending current prices for their reference.\", \"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\": \"If we have a requirement, we will check it ourselves.\", \"response\": \"Okay. Okay, okay sir. Okay.\"}], \"call_summary\": \"The agent called a customer who had recently registered on the platform. The customer was immediately resistant, stating they had already been called, had no current inquiry, and objected to being called monthly. The agent's attempt to justify the follow-up call was met with further resistance, and the call ended with the agent agreeing to the customer's request to not call again. No discovery or pitching occurred.\"}", "error": null, "latency_ms": 29208, "input_tokens": 3234, "output_tokens": 832, "created_at": "2026-09-25 11:43:19", "sentiment": "negative", "sentiment_score": -0.333, "sentiment_confidence": "high", "pos": 1, "neg": 6, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.542, "agent_talk_sec": 15.6, "customer_talk_sec": 13.2, "dead_air_sec": 47.2, "longest_monologue_sec": 4.0, "agent_wpm": 280.8, "interruptions": 0, "agent_turns": 10, "customer_turns": 10, "discovery_qs": 4, "words_agent": 73, "words_customer": 78, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841632181", "idx": 0, "speaker": "customer", "start_s": 1.38, "end_s": 1.88, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178841632181", "idx": 1, "speaker": "agent", "start_s": 2.4, "end_s": 2.77, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178841632181", "idx": 2, "speaker": "agent", "start_s": 3.2, "end_s": 4.9, "text_en": "Am I speaking with Universal Associate?", "text_native": "Universal Associate से बात कर रहे हैं?" }, { "ucid": "21112178841632181", "idx": 3, "speaker": "customer", "start_s": 5.27, "end_s": 5.57, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178841632181", "idx": 4, "speaker": "agent", "start_s": 5.99, "end_s": 7.6, "text_en": "I was calling from JSW One, sir, hello.", "text_native": "JSW One से बात कर रहा था सर, नमस्कार।" }, { "ucid": "21112178841632181", "idx": 5, "speaker": "customer", "start_s": 8.0, "end_s": 8.48, "text_en": "Hello.", "text_native": "नमस्ते।" }, { "ucid": "21112178841632181", "idx": 6, "speaker": "agent", "start_s": 8.8, "end_s": 12.8, "text_en": "Uh sir, your form was recently registered on our platform, so I wanted to know a little that", "text_native": "अह आपका सर ये फॉर्म रिसेंटली रजिस्टर हुआ था हमारे प्लॅटफॉर्म पे, सो थोड़ा जानना चाह रहा था की" }, { "ucid": "21112178841632181", "idx": 7, "speaker": "customer", "start_s": 12.8, "end_s": 13.1, "text_en": "Yes?", "text_native": "हांजी?" }, { "ucid": "21112178841632181", "idx": 8, "speaker": "customer", "start_s": 13.1, "end_s": 16.8, "text_en": "I have already received a call. I have told them, sir, that currently I don't have an inquiry. When I have one, I will let you know.", "text_native": "कॉल आ चुका है मुझे। मैं बोल दिया हूं सर की अभी फिलहाल है नहीं इंक्वायरी। रहेगी तो मैं बताता हूं।" }, { "ucid": "21112178841632181", "idx": 9, "speaker": "agent", "start_s": 17.2, "end_s": 19.8, "text_en": "Okay, but you received the call last month, right? Around the 28th.", "text_native": "अच्छा कॉल तो आपको सर लास्ट महीने आया था ना? अट्ठाईस तारीख के अराउंड।" }, { "ucid": "21112178841632181", "idx": 10, "speaker": "customer", "start_s": 20.1, "end_s": 21.5, "text_en": "Now sir, how many days has it been since that month?", "text_native": "अब सर महीने को भी कितने दिन हो गए?" }, { "ucid": "21112178841632181", "idx": 11, "speaker": "agent", "start_s": 21.8, "end_s": 23.5, "text_en": "That's true, but sir, the thing is, since you are a customer, then", "text_native": "वो बात तो ठीक है बट सर ये है की आप कस्टमर हो तो" }, { "ucid": "21112178841632181", "idx": 12, "speaker": "customer", "start_s": 23.5, "end_s": 26.2, "text_en": "Sir, tell me one thing, if I registered, will you call me every month?", "text_native": "सर आप एक बात बताइए मेरेको, मैंने रजिस्टर किया तो आप मुझे हर महीने फोन करेंगे?" }, { "ucid": "21112178841632181", "idx": 13, "speaker": "agent", "start_s": 26.7, "end_s": 28.6, "text_en": "Calling once a month is expected, isn't it, sir?", "text_native": "हर महीने एक बार तो सर फोन करना बनता है ना सर?" }, { "ucid": "21112178841632181", "idx": 14, "speaker": "customer", "start_s": 28.8, "end_s": 30.0, "text_en": "Oh man, don't do this, sir.", "text_native": "अरे यार, ऐसा मत करिए सर।" }, { "ucid": "21112178841632181", "idx": 15, "speaker": "agent", "start_s": 30.8, "end_s": 31.0, "text_en": "Hmm?", "text_native": "हम्म?" }, { "ucid": "21112178841632181", "idx": 16, "speaker": "customer", "start_s": 31.5, "end_s": 33.8, "text_en": "Don't do this with us. If we have a requirement, we will check it ourselves.", "text_native": "ऐसा मत करिए हमारे साथ। हमको रहेगा हम खुद उसमे देखेंगे।" }, { "ucid": "21112178841632181", "idx": 17, "speaker": "agent", "start_s": 33.8, "end_s": 34.2, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178841632181", "idx": 18, "speaker": "customer", "start_s": 34.4, "end_s": 34.7, "text_en": "Okay?", "text_native": "ठीक है?" }, { "ucid": "21112178841632181", "idx": 19, "speaker": "agent", "start_s": 35.1, "end_s": 36.2, "text_en": "Okay, okay sir. Okay.", "text_native": "ठीक है, ठीक है सर। ओके।" } ], "steps": [ { "ucid": "21112178841632181", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I was calling from JSW One, sir, hello. Uh sir, your form was recently registered on our platform...", "comment": "The agent provided a warm opening and stated the reason for the call, which was a recent platform registration." }, { "ucid": "21112178841632181", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer immediately deflected the call, preventing the agent from asking any basic profile verification questions." }, { "ucid": "21112178841632181", "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 the full discovery stage as the customer was unwilling to engage." }, { "ucid": "21112178841632181", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was done, and the agent did not attempt to explain the platform's benefits." }, { "ucid": "21112178841632181", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I have told them, sir, that currently I don't have an inquiry.", "comment": "The customer stated they had no current requirement, and the agent did not schedule a specific callback date for a future opportunity." }, { "ucid": "21112178841632181", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, okay sir. Okay.", "comment": "The call ended with the agent acquiescing to the customer's request to not be called, without achieving any of the three required closure outcomes." } ], "objections": [ { "ucid": "21112178841632181", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "If we have a requirement, we will check it ourselves.", "response": "Okay. Okay, okay sir. Okay." } ], "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": [] }