{ "ucid": "21112178841710231", "call_date": "2026-09-03", "start_time": "2026-09-03 12:01:42", "end_time": "2026-09-03 12:03:39", "duration_sec": 117, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Not_Answered", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3752f001e1d23a0adf00a987178597f9.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1120, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841710231__DIA3752f001e1d23a0adf00a987178597f9.mp3", "audio_bytes": 231984, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 77.328, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Hello, am I speaking with Vinod Collection? (हेलो विनोद कलेक्शन से बात कर रहे?)\n[3s] CUSTOMER: Yes. (जी।)\n[4s] AGENT: Sir, hello, this is Aditya Pandey speaking from JSW One. (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[6s] CUSTOMER: Hello sir, please tell me. (नमस्कार सर, बताइए ना।)\n[7s] AGENT: Sir, actually you had registered on our platform last month. (सर एक्चुअली हमारे हमारे platform पे आपने last month register किया था।)\n[9s] CUSTOMER: Yes, yes, I... I... I had actually spoken to one of your executives. So I had told them that we had a small construction going on. So I was looking for that, but it was a very small requirement, so but I had told them that I will recommend it further. (जी जी मैंने मेरी मेरी मेरी बात हुई थी actually एक executive से आपके। तो मैंने उन्हें यही कहा था हमारा एक construction चालू था छोटा सा। तो उसके लिए मैं देख रहा था but वो बहोत छोटी requirement थी तो but मैंने उन्हें कहा था की भाई मैं recommend करूँगा आगे।)\n[18s] CUSTOMER: If you say so, I can log out from this, right? (आप बोलो तो मैं log out कर देता हूं इसमें से ना?)\n[20s] AGENT: No, no, there's no such issue, sir. What happens is, sir, we make a monthly generic call to you to know if you have any requirement or not. (नहीं नहीं ऐसा कोई issue नहीं है सर। हम क्या रहता है ना सर हम एक monthly आपको एक generic call जाता है ये जानने के लिए आपका कोई requirement है की नहीं।)\n[24s] CUSTOMER: Oh, okay. (अच्छा okay.)\n[25s] AGENT: So if you don't have any requirement for this month, as you would like to say. (तो अगर आपका अभी ये month के लिए कोई requirement नहीं है ना आप जैसे ये कहना चाहेंगे।)\n[27s] CUSTOMER: No, no, for now there is nothing. I just... I liked the platform, that's why I registered... (नहीं नहीं, फिलहाल तो कुछ भी नहीं है। मैंने just ऐसे मुझे अच्छा लगा platform उस वजह से register...)\n[30s] AGENT: No, no, that's right, no issue, sir. I'll do one thing, I will WhatsApp you. You can tell me your details anytime. (नहीं नहीं बराबर है, कोई issue नहीं है सर। एक काम करता हूं मैं आपको WhatsApp कर दूंगा। आप मुझे अपना कभी भी details बता दीजिएगा।)\n[34s] CUSTOMER: Absolutely, that will work. (बिलकुल चलेगा।)\n[35s] AGENT: Okay? I will... I will register it for you, sir, so that you don't get a call back again for that month. The thing is, every month a call... you get a... what they call, (ठीक? मैं आपको मैं आपके लिए register कर देता हूं सर कि आपको call back ना आए वापस वो month के लिए तो। क्या है कि हर month एक call आपको एक जो बोलते है ना,)\n[39s] CUSTOMER: it's a formality, right? (formality होती है ना?)\n[40s] AGENT: Yes, it's like that, a call comes just to know if you have any requirement or are facing any issue, like that. (हां वो एक वैसा रहता है कि एक call आता है कि आपको बस जानना चाहते है कि आपका कोई requirement है या कोई issue face हो रहा है वैसा।)\n[44s] CUSTOMER: Okay. Sir. (Okay. सर।)\n[45s] AGENT: Thank you.\n[46s] CUSTOMER: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 20, "connected": 1, "audio_notes": "clear: Some background chatter is present but does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "20 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 1, "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 says they have no current need, your goal is to pivot to discovery to understand their business for the future. You missed the chance to ask about their typical projects or material types, which would have allowed you to schedule a meaningful follow-up.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "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 contacted a customer who had previously registered. The customer immediately explained they had a small, past requirement for a construction project and have no current need. The agent accepted this without attempting any discovery or platform education, and closed the call by offering to connect on WhatsApp without setting a specific next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, hello, this is Aditya Pandey speaking from JSW One. Sir, actually you had registered on our platform last month.\", \"comment\": \"The agent provided a standard, non-pushy opening identifying himself and the reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the company name; no other basic profile questions were asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt any discovery questions after the customer explained their situation.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's features or benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After the customer confirmed no current requirement, the agent did not schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague offer to connect on WhatsApp, not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current need, your goal is to pivot to discovery to understand their business for the future. You missed the chance to ask about their typical projects or material types, which would have allowed you to schedule a meaningful follow-up.\", \"segment_detected\": \"construction\", \"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 contacted a customer who had previously registered. The customer immediately explained they had a small, past requirement for a construction project and have no current need. The agent accepted this without attempting any discovery or platform education, and closed the call by offering to connect on WhatsApp without setting a specific next step.\"}", "error": null, "latency_ms": 31518, "input_tokens": 3462, "output_tokens": 716, "created_at": "2026-09-25 11:42:52", "sentiment": "positive", "sentiment_score": 0.47, "sentiment_confidence": "high", "pos": 14, "neg": 4, "lex_hits": 16, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.568, "agent_talk_sec": 23.3, "customer_talk_sec": 17.7, "dead_air_sec": 76.0, "longest_monologue_sec": 4.2, "agent_wpm": 391.4, "interruptions": 0, "agent_turns": 9, "customer_turns": 11, "discovery_qs": 2, "words_agent": 152, "words_customer": 100, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841710231", "idx": 0, "speaker": "customer", "start_s": 0.67, "end_s": 1.03, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178841710231", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 2.78, "text_en": "Hello, am I speaking with Vinod Collection?", "text_native": "हेलो विनोद कलेक्शन से बात कर रहे?" }, { "ucid": "21112178841710231", "idx": 2, "speaker": "customer", "start_s": 2.99, "end_s": 3.26, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178841710231", "idx": 3, "speaker": "agent", "start_s": 3.8, "end_s": 5.7, "text_en": "Sir, hello, this is Aditya Pandey speaking from JSW One.", "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।" }, { "ucid": "21112178841710231", "idx": 4, "speaker": "customer", "start_s": 5.93, "end_s": 6.8, "text_en": "Hello sir, please tell me.", "text_native": "नमस्कार सर, बताइए ना।" }, { "ucid": "21112178841710231", "idx": 5, "speaker": "agent", "start_s": 7.01, "end_s": 9.18, "text_en": "Sir, actually you had registered on our platform last month.", "text_native": "सर एक्चुअली हमारे हमारे platform पे आपने last month register किया था।" }, { "ucid": "21112178841710231", "idx": 6, "speaker": "customer", "start_s": 9.18, "end_s": 17.38, "text_en": "Yes, yes, I... I... I had actually spoken to one of your executives. So I had told them that we had a small construction going on. So I was looking for that, but it was a very small requirement, so but I had told them that I will recommend it further.", "text_native": "जी जी मैंने मेरी मेरी मेरी बात हुई थी actually एक executive से आपके। तो मैंने उन्हें यही कहा था हमारा एक construction चालू था छोटा सा। तो उसके लिए मैं देख रहा था but वो बहोत छोटी requirement थी तो but मैंने उन्हें कहा था की भाई मैं recommend करूँगा आगे।" }, { "ucid": "21112178841710231", "idx": 7, "speaker": "customer", "start_s": 17.7, "end_s": 19.48, "text_en": "If you say so, I can log out from this, right?", "text_native": "आप बोलो तो मैं log out कर देता हूं इसमें से ना?" }, { "ucid": "21112178841710231", "idx": 8, "speaker": "agent", "start_s": 19.73, "end_s": 23.9, "text_en": "No, no, there's no such issue, sir. What happens is, sir, we make a monthly generic call to you to know if you have any requirement or not.", "text_native": "नहीं नहीं ऐसा कोई issue नहीं है सर। हम क्या रहता है ना सर हम एक monthly आपको एक generic call जाता है ये जानने के लिए आपका कोई requirement है की नहीं।" }, { "ucid": "21112178841710231", "idx": 9, "speaker": "customer", "start_s": 24.06, "end_s": 24.56, "text_en": "Oh, okay.", "text_native": "अच्छा okay." }, { "ucid": "21112178841710231", "idx": 10, "speaker": "agent", "start_s": 24.7, "end_s": 26.5, "text_en": "So if you don't have any requirement for this month, as you would like to say.", "text_native": "तो अगर आपका अभी ये month के लिए कोई requirement नहीं है ना आप जैसे ये कहना चाहेंगे।" }, { "ucid": "21112178841710231", "idx": 11, "speaker": "customer", "start_s": 26.7, "end_s": 29.6, "text_en": "No, no, for now there is nothing. I just... I liked the platform, that's why I registered...", "text_native": "नहीं नहीं, फिलहाल तो कुछ भी नहीं है। मैंने just ऐसे मुझे अच्छा लगा platform उस वजह से register..." }, { "ucid": "21112178841710231", "idx": 12, "speaker": "agent", "start_s": 29.6, "end_s": 33.4, "text_en": "No, no, that's right, no issue, sir. I'll do one thing, I will WhatsApp you. You can tell me your details anytime.", "text_native": "नहीं नहीं बराबर है, कोई issue नहीं है सर। एक काम करता हूं मैं आपको WhatsApp कर दूंगा। आप मुझे अपना कभी भी details बता दीजिएगा।" }, { "ucid": "21112178841710231", "idx": 13, "speaker": "customer", "start_s": 33.6, "end_s": 34.4, "text_en": "Absolutely, that will work.", "text_native": "बिलकुल चलेगा।" }, { "ucid": "21112178841710231", "idx": 14, "speaker": "agent", "start_s": 34.9, "end_s": 38.9, "text_en": "Okay? I will... I will register it for you, sir, so that you don't get a call back again for that month. The thing is, every month a call... you get a... what they call,", "text_native": "ठीक? मैं आपको मैं आपके लिए register कर देता हूं सर कि आपको call back ना आए वापस वो month के लिए तो। क्या है कि हर month एक call आपको एक जो बोलते है ना," }, { "ucid": "21112178841710231", "idx": 15, "speaker": "customer", "start_s": 39.0, "end_s": 39.9, "text_en": "it's a formality, right?", "text_native": "formality होती है ना?" }, { "ucid": "21112178841710231", "idx": 16, "speaker": "agent", "start_s": 40.1, "end_s": 43.9, "text_en": "Yes, it's like that, a call comes just to know if you have any requirement or are facing any issue, like that.", "text_native": "हां वो एक वैसा रहता है कि एक call आता है कि आपको बस जानना चाहते है कि आपका कोई requirement है या कोई issue face हो रहा है वैसा।" }, { "ucid": "21112178841710231", "idx": 17, "speaker": "customer", "start_s": 44.1, "end_s": 44.8, "text_en": "Okay. Sir.", "text_native": "Okay. सर।" }, { "ucid": "21112178841710231", "idx": 18, "speaker": "agent", "start_s": 44.9, "end_s": 45.2, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "21112178841710231", "idx": 19, "speaker": "customer", "start_s": 45.6, "end_s": 46.0, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178841710231", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, hello, this is Aditya Pandey speaking from JSW One. Sir, actually you had registered on our platform last month.", "comment": "The agent provided a standard, non-pushy opening identifying himself and the reason for the call." }, { "ucid": "21112178841710231", "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 verified the company name; no other basic profile questions were asked." }, { "ucid": "21112178841710231", "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 attempt any discovery questions after the customer explained their situation." }, { "ucid": "21112178841710231", "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 of the platform's features or benefits." }, { "ucid": "21112178841710231", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "After the customer confirmed no current requirement, the agent did not schedule a specific callback date." }, { "ucid": "21112178841710231", "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 with a vague offer to connect on WhatsApp, not one of the three required closure outcomes." } ], "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": [] }