{ "ucid": "21112178841804381", "call_date": "2026-09-03", "start_time": "2026-09-03 12:17:23", "end_time": "2026-09-03 12:18:22", "duration_sec": 59, "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/DIA907c4de333a874e4d9ba20c92d973302.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1108, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841804381__DIA907c4de333a874e4d9ba20c92d973302.mp3", "audio_bytes": 77544, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 25.848, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हॅलो?)\n[1s] AGENT: Hello? (हॅलो?)\n[2s] CUSTOMER: Yes, who is speaking? (हां, कौन बोलता है?)\n[3s] AGENT: This is Abdul speaking, sir, from JSW. (अब्दुल बात कर रहा हूं सर, JSW से।)\n[5s] CUSTOMER: Yes? (हां?)\n[6s] AGENT: I am speaking from JSW company. (JSW कंपनी से बात कर रहा हूं मैं।)\n[8s] CUSTOMER: Okay. (अच्छा।)\n[9s] AGENT: Do you have any requirement? Any requirement from Tejas Construction for steel? (कुछ requirement है क्या आपको? Tejas Construction से कुछ requirement है steel में?)\n[12s] CUSTOMER: He, uh, my son has gone out right now, his phone is at home. I will give him your message after he comes back. (वो उन अभी मेरा लड़का बाहर गया है, उसका फोन घर पे है। आने के बाद बता दूंगी मैं आपका मेसेज।)\n[18s] AGENT: Okay, okay. (ठीक है, ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "clear: The agent addresses the female customer as 'sir' in one turn.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "10 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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"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 the primary contact is unavailable, you must secure a specific callback time instead of leaving it to a gatekeeper to pass on a message.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "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 number associated with Tejas Construction and asked for a steel requirement. The person who answered identified herself as the contact's mother and said he was out. The agent acknowledged this and ended the call without establishing any next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a warm welcome, instead opening directly with a requirement check.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No profile verification questions were asked; the agent only mentioned the company name they already had.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be attempted.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was not mentioned or explained.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement? Any requirement from Tejas Construction for steel?\", \"comment\": \"While a requirement was asked for, the agent failed to schedule a specific callback date when the contact was unavailable.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a simple 'Okay' and no defined next step like a scheduled callback, quote, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the primary contact is unavailable, you must secure a specific callback time instead of leaving it to a gatekeeper to pass on a message.\", \"segment_detected\": \"construction\", \"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 called a number associated with Tejas Construction and asked for a steel requirement. The person who answered identified herself as the contact's mother and said he was out. The agent acknowledged this and ended the call without establishing any next steps.\"}", "error": null, "latency_ms": 30495, "input_tokens": 2873, "output_tokens": 665, "created_at": "2026-09-25 11:42:20", "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": 0.506, "agent_talk_sec": 7.9, "customer_talk_sec": 7.7, "dead_air_sec": 43.4, "longest_monologue_sec": 3.4, "agent_wpm": 212.7, "interruptions": 0, "agent_turns": 5, "customer_turns": 5, "discovery_qs": 3, "words_agent": 28, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841804381", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.89, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178841804381", "idx": 1, "speaker": "agent", "start_s": 1.19, "end_s": 1.6, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178841804381", "idx": 2, "speaker": "customer", "start_s": 1.86, "end_s": 2.86, "text_en": "Yes, who is speaking?", "text_native": "हां, कौन बोलता है?" }, { "ucid": "21112178841804381", "idx": 3, "speaker": "agent", "start_s": 3.0, "end_s": 4.86, "text_en": "This is Abdul speaking, sir, from JSW.", "text_native": "अब्दुल बात कर रहा हूं सर, JSW से।" }, { "ucid": "21112178841804381", "idx": 4, "speaker": "customer", "start_s": 5.04, "end_s": 5.34, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178841804381", "idx": 5, "speaker": "agent", "start_s": 5.56, "end_s": 7.23, "text_en": "I am speaking from JSW company.", "text_native": "JSW कंपनी से बात कर रहा हूं मैं।" }, { "ucid": "21112178841804381", "idx": 6, "speaker": "customer", "start_s": 7.83, "end_s": 8.27, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178841804381", "idx": 7, "speaker": "agent", "start_s": 8.63, "end_s": 12.0, "text_en": "Do you have any requirement? Any requirement from Tejas Construction for steel?", "text_native": "कुछ requirement है क्या आपको? Tejas Construction से कुछ requirement है steel में?" }, { "ucid": "21112178841804381", "idx": 8, "speaker": "customer", "start_s": 12.1, "end_s": 17.5, "text_en": "He, uh, my son has gone out right now, his phone is at home. I will give him your message after he comes back.", "text_native": "वो उन अभी मेरा लड़का बाहर गया है, उसका फोन घर पे है। आने के बाद बता दूंगी मैं आपका मेसेज।" }, { "ucid": "21112178841804381", "idx": 9, "speaker": "agent", "start_s": 17.6, "end_s": 18.24, "text_en": "Okay, okay.", "text_native": "ठीक है, ठीक है।" } ], "steps": [ { "ucid": "21112178841804381", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a warm welcome, instead opening directly with a requirement check." }, { "ucid": "21112178841804381", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No profile verification questions were asked; the agent only mentioned the company name they already had." }, { "ucid": "21112178841804381", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended before any discovery questions could be attempted." }, { "ucid": "21112178841804381", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The platform was not mentioned or explained." }, { "ucid": "21112178841804381", "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? Any requirement from Tejas Construction for steel?", "comment": "While a requirement was asked for, the agent failed to schedule a specific callback date when the contact was unavailable." }, { "ucid": "21112178841804381", "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 simple 'Okay' and no defined next step like a scheduled callback, quote, or walkthrough." } ], "objections": [], "missed_steps": [ "NR1 Warm welcome opener", "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": [] }