{ "ucid": "21112178841698841", "call_date": "2026-09-03", "start_time": "2026-09-03 11:59:48", "end_time": "2026-09-03 12:01:06", "duration_sec": 78, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9c185e05e228953bb132baeb12b2ce81.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1123, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841698841__DIA9c185e05e228953bb132baeb12b2ce81.mp3", "audio_bytes": 87696, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 29.232, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello (હેલો)\n[1s] AGENT: Hello (हॅलो)\n[2s] CUSTOMER: Hello (हॅलो)\n[2s] AGENT: Are you speaking from Bharat Enterprises? (भरत इंटरप्राइजेस से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes. (हां।)\n[5s] AGENT: Sir, greetings. This is Abdul speaking from JSW One. (सर नमस्कार, अब्दुल बात कर रहा हूं मैं जेएसडब्ल्यू वन से।)\n[7s] CUSTOMER: Yes, yes. (हां हां।)\n[8s] AGENT: Do you have any requirement, sir, for steel in HR, CR? I called for that. (कुछ रिक्वायरमेंट है क्या सर स्टील में एचआर सीआर में इसके लिए फोन किया था।)\n[10s] CUSTOMER: Not right now. I will do it. (अभी तो फिलहाल नहीं है। मैं करता हूं।)\n[12s] AGENT: Okay, sir. (ठीक है सर।)\n[13s] CUSTOMER: Do you send it directly? Where is your office? (आप डायरेक्ट भेजते हैं क्या? आपका ऑफिस कहां पे है?)\n[15s] AGENT: My office is in BKC, Mumbai, it's my head office. (मेरा ऑफिस बीकेसी मुंबई हेड ऑफिस है मेरा।)\n[17s] CUSTOMER: Okay, in BKC Mumbai. (ओके, बीकेसी मुंबई में।)\n[19s] AGENT: Yes, yes. (जी जी।)\n[19s] CUSTOMER: Okay. It will work. If I need anything, I will... (ठीक है। चलेगा। कुछ लगेगा तो मैं...)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "You immediately asked for a requirement without building any context. You must follow the script to complete discovery (NR2, NR3) before asking for an order; this helps you understand the customer and build value.", "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 representative from Bharat Enterprises. The agent immediately asked for a requirement for HR/CR steel, which the customer did not have at the moment. The customer inquired about the office location and then ended the call, stating they would reach out if a need arises. No discovery was done and no next step was established.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, greetings. This is Abdul speaking from JSW One.\", \"comment\": \"The agent provided a professional, non-pushy opening and identified himself and the company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you speaking from Bharat Enterprises?\", \"comment\": \"The agent only verified the company name, failing to ask about procurement city, role, or contact details (1/4 questions).\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the 8 required discovery questions about business type, volume, brands, or payment terms.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any aspect of the JSW One platform (pricing, TCs, availability).\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement, sir, for steel in HR, CR? I called for that.\", \"comment\": \"Although the agent asked for a requirement, when the customer said no, he did not attempt to schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a platform walkthrough being scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You immediately asked for a requirement without building any context. You must follow the script to complete discovery (NR2, NR3) before asking for an order; this helps you understand the customer and build value.\", \"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 representative from Bharat Enterprises. The agent immediately asked for a requirement for HR/CR steel, which the customer did not have at the moment. The customer inquired about the office location and then ended the call, stating they would reach out if a need arises. No discovery was done and no next step was established.\"}", "error": null, "latency_ms": 26003, "input_tokens": 2989, "output_tokens": 755, "created_at": "2026-09-25 11:42:55", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 4, "neg": 1, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.557, "agent_talk_sec": 9.8, "customer_talk_sec": 7.8, "dead_air_sec": 60.4, "longest_monologue_sec": 2.5, "agent_wpm": 275.5, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 2, "words_agent": 45, "words_customer": 35, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841698841", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.68, "text_en": "Hello", "text_native": "હેલો" }, { "ucid": "21112178841698841", "idx": 1, "speaker": "agent", "start_s": 0.98, "end_s": 1.41, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178841698841", "idx": 2, "speaker": "customer", "start_s": 1.62, "end_s": 2.02, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178841698841", "idx": 3, "speaker": "agent", "start_s": 2.28, "end_s": 3.88, "text_en": "Are you speaking from Bharat Enterprises?", "text_native": "भरत इंटरप्राइजेस से बात कर रहे हैं?" }, { "ucid": "21112178841698841", "idx": 4, "speaker": "customer", "start_s": 4.08, "end_s": 4.38, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178841698841", "idx": 5, "speaker": "agent", "start_s": 4.62, "end_s": 7.08, "text_en": "Sir, greetings. This is Abdul speaking from JSW One.", "text_native": "सर नमस्कार, अब्दुल बात कर रहा हूं मैं जेएसडब्ल्यू वन से।" }, { "ucid": "21112178841698841", "idx": 6, "speaker": "customer", "start_s": 7.38, "end_s": 7.78, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178841698841", "idx": 7, "speaker": "agent", "start_s": 7.88, "end_s": 10.18, "text_en": "Do you have any requirement, sir, for steel in HR, CR? I called for that.", "text_native": "कुछ रिक्वायरमेंट है क्या सर स्टील में एचआर सीआर में इसके लिए फोन किया था।" }, { "ucid": "21112178841698841", "idx": 8, "speaker": "customer", "start_s": 10.32, "end_s": 11.98, "text_en": "Not right now. I will do it.", "text_native": "अभी तो फिलहाल नहीं है। मैं करता हूं।" }, { "ucid": "21112178841698841", "idx": 9, "speaker": "agent", "start_s": 12.22, "end_s": 12.62, "text_en": "Okay, sir.", "text_native": "ठीक है सर।" }, { "ucid": "21112178841698841", "idx": 10, "speaker": "customer", "start_s": 12.62, "end_s": 14.38, "text_en": "Do you send it directly? Where is your office?", "text_native": "आप डायरेक्ट भेजते हैं क्या? आपका ऑफिस कहां पे है?" }, { "ucid": "21112178841698841", "idx": 11, "speaker": "agent", "start_s": 14.62, "end_s": 16.88, "text_en": "My office is in BKC, Mumbai, it's my head office.", "text_native": "मेरा ऑफिस बीकेसी मुंबई हेड ऑफिस है मेरा।" }, { "ucid": "21112178841698841", "idx": 12, "speaker": "customer", "start_s": 17.02, "end_s": 17.98, "text_en": "Okay, in BKC Mumbai.", "text_native": "ओके, बीकेसी मुंबई में।" }, { "ucid": "21112178841698841", "idx": 13, "speaker": "agent", "start_s": 18.52, "end_s": 18.88, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178841698841", "idx": 14, "speaker": "customer", "start_s": 19.12, "end_s": 20.78, "text_en": "Okay. It will work. If I need anything, I will...", "text_native": "ठीक है। चलेगा। कुछ लगेगा तो मैं..." } ], "steps": [ { "ucid": "21112178841698841", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, greetings. This is Abdul speaking from JSW One.", "comment": "The agent provided a professional, non-pushy opening and identified himself and the company." }, { "ucid": "21112178841698841", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Are you speaking from Bharat Enterprises?", "comment": "The agent only verified the company name, failing to ask about procurement city, role, or contact details (1/4 questions)." }, { "ucid": "21112178841698841", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the 8 required discovery questions about business type, volume, brands, or payment terms." }, { "ucid": "21112178841698841", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain any aspect of the JSW One platform (pricing, TCs, availability)." }, { "ucid": "21112178841698841", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have any requirement, sir, for steel in HR, CR? I called for that.", "comment": "Although the agent asked for a requirement, when the customer said no, he did not attempt to schedule a specific callback date." }, { "ucid": "21112178841698841", "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 without a quote, a specific callback date, or a platform walkthrough being scheduled." } ], "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": [] }