{ "ucid": "21112178842068361", "call_date": "2026-09-03", "start_time": "2026-09-03 13:01:23", "end_time": "2026-09-03 13:02:26", "duration_sec": 63, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAce8996c6d779469fb2f8a8fa7f025193.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1089, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178842068361__DIAce8996c6d779469fb2f8a8fa7f025193.mp3", "audio_bytes": 129816, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 43.272, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello?\n[2s] AGENT: Yes. (हां।)\n[3s] AGENT: Sir, I was calling from JSW, from Jindal Steel. (सर JSW से बात कर रहा था मैं, जिंदल स्टील से।)\n[6s] CUSTOMER: From where? (किधर से?)\n[7s] AGENT: JSW One MSME, Jindal Steel Works.\n[9s] CUSTOMER: Hello.\n[11s] AGENT: Sir, can you hear me? Hello? (सर आवाज आ रही है? Hello?)\n[12s] CUSTOMER: Yes, hello. (हां, hello.)\n[13s] AGENT: I am saying, sir, I am calling from JSW One MSME Jindal Steel. (मैं बोल रहा हूं सर, JSW One MSME जिंदल स्टील से बात कर रहा हूं मैं।)\n[16s] CUSTOMER: Yes, tell me. (हां, बोलो ना।)\n[17s] AGENT: Sir, you had registered on our portal with your company name as Kedarishwar Timbers. So are you looking for any requirement in steel, sir? (सर आपने रजिस्टर कराया था हमारे पोर्टल पे केदारेश्वर टिंबर्स के नाम से अपनी कंपनी। सो स्टील में कुछ रिक्वायरमेंट देख रहे हैं क्या सर?)\n[22s] CUSTOMER: Uh, not right now. (अह नहीं अभी।)\n[24s] AGENT: Okay. (ठीक है।)\n[26s] AGENT: Okay sir, if there is anything, let me know, okay. (ठीक है सर, कुछ रहेगा तो बताइएगा, हां।)\n[28s] CUSTOMER: Yes, yes. (हां हां।)\n[29s] AGENT: Yes. (हांजी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some background chatter is present on the customer's side but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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 says they have no current requirement, you must pivot to discovery to understand their business for the future, instead of immediately ending the call.", "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": "Customer company name is 'Kedarishwar Timbers', implying they deal in wood, not steel.", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registration, 'Kedarishwar Timbers'. The agent asked if they had a steel requirement, and the customer replied 'not right now'. The agent then ended the call without attempting any discovery or scheduling a specific follow-up. The customer's company name suggests they are in the timber business, making this a likely wrong-product lead.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had registered on our portal with your company name as Kedarishwar Timbers.\", \"comment\": \"The agent correctly identified the customer and the reason for the call (new registration) without being pushy.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the four basic profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt any discovery questions to understand the customer's business.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No platform education or USPs were mentioned during the call.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So are you looking for any requirement in steel, sir?\", \"comment\": \"While the agent asked about a current requirement, he did not schedule a specific callback date after the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a generic 'let me know' and not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, you must pivot to discovery to understand their business for the future, instead of immediately ending the call.\", \"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\": \"Customer company name is 'Kedarishwar Timbers', implying they deal in wood, not steel.\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registration, 'Kedarishwar Timbers'. The agent asked if they had a steel requirement, and the customer replied 'not right now'. The agent then ended the call without attempting any discovery or scheduling a specific follow-up. The customer's company name suggests they are in the timber business, making this a likely wrong-product lead.\"}", "error": null, "latency_ms": 32931, "input_tokens": 3011, "output_tokens": 741, "created_at": "2026-09-25 11:41:34", "sentiment": "negative", "sentiment_score": -0.22, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.777, "agent_talk_sec": 17.1, "customer_talk_sec": 4.9, "dead_air_sec": 41.0, "longest_monologue_sec": 4.7, "agent_wpm": 249.1, "interruptions": 0, "agent_turns": 9, "customer_turns": 7, "discovery_qs": 3, "words_agent": 71, "words_customer": 15, "monologue_heavy": 1, "turns": [ { "ucid": "21112178842068361", "idx": 0, "speaker": "customer", "start_s": 1.57, "end_s": 2.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178842068361", "idx": 1, "speaker": "agent", "start_s": 2.5, "end_s": 2.83, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178842068361", "idx": 2, "speaker": "agent", "start_s": 3.0, "end_s": 5.24, "text_en": "Sir, I was calling from JSW, from Jindal Steel.", "text_native": "सर JSW से बात कर रहा था मैं, जिंदल स्टील से।" }, { "ucid": "21112178842068361", "idx": 3, "speaker": "customer", "start_s": 5.64, "end_s": 6.2, "text_en": "From where?", "text_native": "किधर से?" }, { "ucid": "21112178842068361", "idx": 4, "speaker": "agent", "start_s": 6.53, "end_s": 8.54, "text_en": "JSW One MSME, Jindal Steel Works.", "text_native": "JSW One MSME, Jindal Steel Works." }, { "ucid": "21112178842068361", "idx": 5, "speaker": "customer", "start_s": 9.24, "end_s": 9.74, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178842068361", "idx": 6, "speaker": "agent", "start_s": 10.8, "end_s": 11.84, "text_en": "Sir, can you hear me? Hello?", "text_native": "सर आवाज आ रही है? Hello?" }, { "ucid": "21112178842068361", "idx": 7, "speaker": "customer", "start_s": 12.2, "end_s": 12.84, "text_en": "Yes, hello.", "text_native": "हां, hello." }, { "ucid": "21112178842068361", "idx": 8, "speaker": "agent", "start_s": 13.0, "end_s": 16.0, "text_en": "I am saying, sir, I am calling from JSW One MSME Jindal Steel.", "text_native": "मैं बोल रहा हूं सर, JSW One MSME जिंदल स्टील से बात कर रहा हूं मैं।" }, { "ucid": "21112178842068361", "idx": 9, "speaker": "customer", "start_s": 16.4, "end_s": 17.1, "text_en": "Yes, tell me.", "text_native": "हां, बोलो ना।" }, { "ucid": "21112178842068361", "idx": 10, "speaker": "agent", "start_s": 17.3, "end_s": 22.0, "text_en": "Sir, you had registered on our portal with your company name as Kedarishwar Timbers. So are you looking for any requirement in steel, sir?", "text_native": "सर आपने रजिस्टर कराया था हमारे पोर्टल पे केदारेश्वर टिंबर्स के नाम से अपनी कंपनी। सो स्टील में कुछ रिक्वायरमेंट देख रहे हैं क्या सर?" }, { "ucid": "21112178842068361", "idx": 11, "speaker": "customer", "start_s": 22.2, "end_s": 23.5, "text_en": "Uh, not right now.", "text_native": "अह नहीं अभी।" }, { "ucid": "21112178842068361", "idx": 12, "speaker": "agent", "start_s": 24.5, "end_s": 25.5, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178842068361", "idx": 13, "speaker": "agent", "start_s": 26.0, "end_s": 28.0, "text_en": "Okay sir, if there is anything, let me know, okay.", "text_native": "ठीक है सर, कुछ रहेगा तो बताइएगा, हां।" }, { "ucid": "21112178842068361", "idx": 14, "speaker": "customer", "start_s": 28.2, "end_s": 28.8, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178842068361", "idx": 15, "speaker": "agent", "start_s": 29.2, "end_s": 30.0, "text_en": "Yes.", "text_native": "हांजी।" } ], "steps": [ { "ucid": "21112178842068361", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, you had registered on our portal with your company name as Kedarishwar Timbers.", "comment": "The agent correctly identified the customer and the reason for the call (new registration) without being pushy." }, { "ucid": "21112178842068361", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the four basic profile verification questions." }, { "ucid": "21112178842068361", "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 to understand the customer's business." }, { "ucid": "21112178842068361", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No platform education or USPs were mentioned during the call." }, { "ucid": "21112178842068361", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So are you looking for any requirement in steel, sir?", "comment": "While the agent asked about a current requirement, he did not schedule a specific callback date after the customer said no." }, { "ucid": "21112178842068361", "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 generic 'let me know' and 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": [] }