{ "ucid": "21112178841685181", "call_date": "2026-09-03", "start_time": "2026-09-03 11:57:31", "end_time": "2026-09-03 11:58:54", "duration_sec": 83, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4e244589bc98cc311311f744c73b024a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1125, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841685181__DIA4e244589bc98cc311311f744c73b024a.mp3", "audio_bytes": 192024, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 64.008, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello? (हॅलो?)\n[2s] CUSTOMER: Yes? (हां जी?)\n[2s] AGENT: Uh yes sir, this is Kartik calling from JSW One. (अह हां जी सर, कार्तिक ये बात कर रहा था JSW One से।)\n[6s] CUSTOMER: From where? (कहां से?)\n[6s] AGENT: Sir, from JSW One. (सर JSW One से।)\n[8s] CUSTOMER: Yes, tell me. (हां जी बताइए।)\n[8s] AGENT: Uh sir, you have registered a company called Supreme Springs on our platform, so do you have a requirement for steel in that? HR, CR, GI? (अह सर ये Supreme Springs करके आपने कंपनी रजिस्टर की है सर हमारे प्लॅटफॉर्म पे, तो उसमे steel का requirement रहता है आपको? HR, CR, GI?)\n[14s] CUSTOMER: I need wire, sir. (मेरेको wire चाहिए होती है सर।)\n[16s] AGENT: Wire? Wire rod?\n[17s] CUSTOMER: Yes, I need MS wire. (हां, MS wire चाहिए होती है।)\n[18s] AGENT: I see. In what mm do you take it? (अच्छा। कितने mm में लेते हो आप?)\n[20s] CUSTOMER: Five mm, six mm, seven mm. (पांच mm, छे mm, सात mm.)\n[22s] AGENT: Five, six, seven. (पांच, छे, सात।)\n[23s] CUSTOMER: Because we [inaudible] (क्योंकि हम तो [inaudible])\n[24s] AGENT: Yes. (हां जी।)\n[25s] CUSTOMER: Yes. (हां।)\n[26s] AGENT: I see. Because sir, ours comes above five and a half, I mean. (अच्छा। क्योंकि सर वो हमारा तो साढ़े पांच के ऊपर मतलब आता है।)\n[29s] CUSTOMER: You must be dealing in wire rod, right? I need fine wire. (आप तो wire rod करते होंगे ना? मुझे fine wire चाहिए।)\n[32s] AGENT: I see, you need that wire. (अच्छा वो wire चाहिए होता है।)\n[33s] CUSTOMER: Yes. This was already discussed, I had a word with someone from your place. So it was cleared. (हां जी। ये हो गई थी बात आपके यहां पे मेरी बात हो गई थी। तो क्लियर हो गया था।)\n[37s] AGENT: I see, I see. Meaning, that is not our segment. (अच्छा अच्छा। मतलब वो सेगमेंट नहीं है हमारा।)\n[39s] CUSTOMER: Yes, yes. (हां जी हां जी।)\n[40s] AGENT: Okay. Alright. (ओके। ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: There is some minor background noise, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 turns, clean transcript (4% 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "The call was short due to a product mismatch, but remember to ask the basic profile questions like contact name and city before diving into product needs.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "MS wire / fine wire", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "spec_not_available", "supply_details": "Customer requires 'fine wire' in 5-7mm, but agent states JSW One supplies 'wire rod' starting from 5.5mm.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a newly registered customer who immediately clarified their requirement for 'fine wire'. The agent asked for the required size and correctly determined that JSW One does not supply this specific product, as they deal in wire rod above 5.5mm. The call was professionally concluded after confirming the product mismatch.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you have registered a company called Supreme Springs on our platform...\", \"comment\": \"The agent correctly referenced the customer's registration on the platform to open the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only confirmed the company name but did not ask for the contact person's name, procurement city, or their role in procurement.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The call was disqualified early due to a product mismatch, so no discovery questions beyond the initial product type were asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to a product mismatch before any platform education could be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"do you have a requirement for steel in that? HR, CR, GI?\", \"comment\": \"The agent asked for a requirement and correctly identified that the customer's need could not be met.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was correctly closed after disqualification, but did not end with one of the three prescribed outcomes (quote, callback, or walkthrough).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The call was short due to a product mismatch, but remember to ask the basic profile questions like contact name and city before diving into product needs.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"MS wire / fine wire\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requires 'fine wire' in 5-7mm, but agent states JSW One supplies 'wire rod' starting from 5.5mm.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a newly registered customer who immediately clarified their requirement for 'fine wire'. The agent asked for the required size and correctly determined that JSW One does not supply this specific product, as they deal in wire rod above 5.5mm. The call was professionally concluded after confirming the product mismatch.\"}", "error": null, "latency_ms": 41537, "input_tokens": 3271, "output_tokens": 772, "created_at": "2026-09-25 11:43:15", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.618, "agent_talk_sec": 19.9, "customer_talk_sec": 12.3, "dead_air_sec": 50.8, "longest_monologue_sec": 5.6, "agent_wpm": 265.3, "interruptions": 0, "agent_turns": 12, "customer_turns": 12, "discovery_qs": 6, "words_agent": 88, "words_customer": 58, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841685181", "idx": 0, "speaker": "customer", "start_s": 0.9, "end_s": 1.3, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178841685181", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 1.7, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178841685181", "idx": 2, "speaker": "customer", "start_s": 1.8, "end_s": 2.1, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178841685181", "idx": 3, "speaker": "agent", "start_s": 2.5, "end_s": 5.2, "text_en": "Uh yes sir, this is Kartik calling from JSW One.", "text_native": "अह हां जी सर, कार्तिक ये बात कर रहा था JSW One से।" }, { "ucid": "21112178841685181", "idx": 4, "speaker": "customer", "start_s": 5.5, "end_s": 5.9, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178841685181", "idx": 5, "speaker": "agent", "start_s": 6.3, "end_s": 7.1, "text_en": "Sir, from JSW One.", "text_native": "सर JSW One से।" }, { "ucid": "21112178841685181", "idx": 6, "speaker": "customer", "start_s": 7.6, "end_s": 8.1, "text_en": "Yes, tell me.", "text_native": "हां जी बताइए।" }, { "ucid": "21112178841685181", "idx": 7, "speaker": "agent", "start_s": 8.4, "end_s": 14.0, "text_en": "Uh sir, you have registered a company called Supreme Springs on our platform, so do you have a requirement for steel in that? HR, CR, GI?", "text_native": "अह सर ये Supreme Springs करके आपने कंपनी रजिस्टर की है सर हमारे प्लॅटफॉर्म पे, तो उसमे steel का requirement रहता है आपको? HR, CR, GI?" }, { "ucid": "21112178841685181", "idx": 8, "speaker": "customer", "start_s": 14.5, "end_s": 15.6, "text_en": "I need wire, sir.", "text_native": "मेरेको wire चाहिए होती है सर।" }, { "ucid": "21112178841685181", "idx": 9, "speaker": "agent", "start_s": 16.0, "end_s": 16.7, "text_en": "Wire? Wire rod?", "text_native": "Wire? Wire rod?" }, { "ucid": "21112178841685181", "idx": 10, "speaker": "customer", "start_s": 16.8, "end_s": 18.0, "text_en": "Yes, I need MS wire.", "text_native": "हां, MS wire चाहिए होती है।" }, { "ucid": "21112178841685181", "idx": 11, "speaker": "agent", "start_s": 18.3, "end_s": 19.6, "text_en": "I see. In what mm do you take it?", "text_native": "अच्छा। कितने mm में लेते हो आप?" }, { "ucid": "21112178841685181", "idx": 12, "speaker": "customer", "start_s": 20.0, "end_s": 21.3, "text_en": "Five mm, six mm, seven mm.", "text_native": "पांच mm, छे mm, सात mm." }, { "ucid": "21112178841685181", "idx": 13, "speaker": "agent", "start_s": 21.7, "end_s": 22.5, "text_en": "Five, six, seven.", "text_native": "पांच, छे, सात।" }, { "ucid": "21112178841685181", "idx": 14, "speaker": "customer", "start_s": 22.6, "end_s": 23.5, "text_en": "Because we [inaudible]", "text_native": "क्योंकि हम तो [inaudible]" }, { "ucid": "21112178841685181", "idx": 15, "speaker": "agent", "start_s": 23.8, "end_s": 24.1, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178841685181", "idx": 16, "speaker": "customer", "start_s": 24.8, "end_s": 25.0, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178841685181", "idx": 17, "speaker": "agent", "start_s": 25.5, "end_s": 29.0, "text_en": "I see. Because sir, ours comes above five and a half, I mean.", "text_native": "अच्छा। क्योंकि सर वो हमारा तो साढ़े पांच के ऊपर मतलब आता है।" }, { "ucid": "21112178841685181", "idx": 18, "speaker": "customer", "start_s": 29.1, "end_s": 31.2, "text_en": "You must be dealing in wire rod, right? I need fine wire.", "text_native": "आप तो wire rod करते होंगे ना? मुझे fine wire चाहिए।" }, { "ucid": "21112178841685181", "idx": 19, "speaker": "agent", "start_s": 31.5, "end_s": 32.8, "text_en": "I see, you need that wire.", "text_native": "अच्छा वो wire चाहिए होता है।" }, { "ucid": "21112178841685181", "idx": 20, "speaker": "customer", "start_s": 33.1, "end_s": 36.5, "text_en": "Yes. This was already discussed, I had a word with someone from your place. So it was cleared.", "text_native": "हां जी। ये हो गई थी बात आपके यहां पे मेरी बात हो गई थी। तो क्लियर हो गया था।" }, { "ucid": "21112178841685181", "idx": 21, "speaker": "agent", "start_s": 36.6, "end_s": 38.5, "text_en": "I see, I see. Meaning, that is not our segment.", "text_native": "अच्छा अच्छा। मतलब वो सेगमेंट नहीं है हमारा।" }, { "ucid": "21112178841685181", "idx": 22, "speaker": "customer", "start_s": 38.8, "end_s": 39.3, "text_en": "Yes, yes.", "text_native": "हां जी हां जी।" }, { "ucid": "21112178841685181", "idx": 23, "speaker": "agent", "start_s": 39.8, "end_s": 40.5, "text_en": "Okay. Alright.", "text_native": "ओके। ठीक है।" } ], "steps": [ { "ucid": "21112178841685181", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh sir, you have registered a company called Supreme Springs on our platform...", "comment": "The agent correctly referenced the customer's registration on the platform to open the call." }, { "ucid": "21112178841685181", "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 company name but did not ask for the contact person's name, procurement city, or their role in procurement." }, { "ucid": "21112178841685181", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The call was disqualified early due to a product mismatch, so no discovery questions beyond the initial product type were asked." }, { "ucid": "21112178841685181", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended due to a product mismatch before any platform education could be provided." }, { "ucid": "21112178841685181", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "do you have a requirement for steel in that? HR, CR, GI?", "comment": "The agent asked for a requirement and correctly identified that the customer's need could not be met." }, { "ucid": "21112178841685181", "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 was correctly closed after disqualification, but did not end with one of the three prescribed outcomes (quote, callback, or walkthrough)." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }