{ "ucid": "21112178842081741", "call_date": "2026-09-03", "start_time": "2026-09-03 13:03:37", "end_time": "2026-09-03 13:04:38", "duration_sec": 61, "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/DIA5cbe1228b91b1620db39ca9d3b9e3346.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1086, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178842081741__DIA5cbe1228b91b1620db39ca9d3b9e3346.mp3", "audio_bytes": 107784, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 35.928, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello. (हॅलो.)\n[3s] CUSTOMER: Hello. (हॅलो.)\n[4s] AGENT: Hello, speak. (हॅलो, बोलिए.)\n[5s] AGENT: Uh, Mr. Patil, greetings, this is Abdul speaking from JSW, sir. (अह पाटील जी नमस्कार, अब्दुल बात कर रहे हैं सर JSW से।)\n[8s] CUSTOMER: Yes, yes, yes, speak, speak. (हां हां हां, बोलिए बोलिए।)\n[9s] AGENT: Sir, you are speaking from Infra structure, right? (सर Infra structure से बात कर रहे हैं ना?)\n[10s] CUSTOMER: Yes, yes. (हां हां।)\n[11s] AGENT: Sir, you had registered on the JSW One platform, I called for that. Do you have any requirement for steel, sir, like in HRC/CR? (सर क्या आपने JSW One platform पर रजिस्ट्रेशन किया था, इसके लिए फोन किया था। कुछ requirement है क्या सर आपको steel में like HRC/CR में?)\n[15s] CUSTOMER: No, not right now, but I had just done one. But don't call me. Actually, I will, whenever it is time, when the right time comes, we will contact you. (नहीं अभी तो नहीं है, लेकिन just एक मैंने किया था। लेकिन आप फोन करो मत मुझे। Actually I will whenever it is time सही टाइम आएगा ना, we will contact you.)\n[21s] AGENT: Okay sir, thank you sir.\n[22s] CUSTOMER: Don't worry. You can put me on DND if you want. For now. (Don't worry. आप मेरा DND कर दो आप चाहे तो। फिलहाल।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: There is some minor background noise, but it does not affect transcription reliability.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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 'not right now' and asks you not to call, acknowledge their request but still attempt to schedule a specific future follow-up to keep the lead warm.", "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": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant from an infrastructure company. The customer immediately stated they had no current requirement, asked not to be called again, and said they would make contact when ready. The agent accepted this dismissal and ended the call without attempting to overcome the objection or schedule a future follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Mr. Patil, greetings, this is Abdul speaking from JSW, sir.\", \"comment\": \"The agent provided a polite, standard opening and stated the reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the company name before the customer shut down the conversation.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer did not allow the conversation to proceed to the discovery phase.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had a chance to explain the platform's benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked about a current requirement but failed to schedule a specific callback date when the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the agent without establishing any of the required next steps.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says 'not right now' and asks you not to call, acknowledge their request but still attempt to schedule a specific future follow-up to keep the lead warm.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"No, not right now, but I had just done one. But don't call me.\", \"response\": \"Okay sir, thank you sir.\"}], \"call_summary\": \"The agent contacted a new registrant from an infrastructure company. The customer immediately stated they had no current requirement, asked not to be called again, and said they would make contact when ready. The agent accepted this dismissal and ended the call without attempting to overcome the objection or schedule a future follow-up.\"}", "error": null, "latency_ms": 35978, "input_tokens": 3022, "output_tokens": 758, "created_at": "2026-09-25 11:41:17", "sentiment": "negative", "sentiment_score": -0.443, "sentiment_confidence": "high", "pos": 0, "neg": 9, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.469, "agent_talk_sec": 10.0, "customer_talk_sec": 11.3, "dead_air_sec": 39.7, "longest_monologue_sec": 4.2, "agent_wpm": 312.0, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 2, "words_agent": 52, "words_customer": 52, "monologue_heavy": 0, "turns": [ { "ucid": "21112178842081741", "idx": 0, "speaker": "customer", "start_s": 1.83, "end_s": 2.23, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178842081741", "idx": 1, "speaker": "agent", "start_s": 2.43, "end_s": 2.78, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178842081741", "idx": 2, "speaker": "customer", "start_s": 3.23, "end_s": 3.58, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178842081741", "idx": 3, "speaker": "agent", "start_s": 4.0, "end_s": 4.58, "text_en": "Hello, speak.", "text_native": "हॅलो, बोलिए." }, { "ucid": "21112178842081741", "idx": 4, "speaker": "agent", "start_s": 4.78, "end_s": 7.28, "text_en": "Uh, Mr. Patil, greetings, this is Abdul speaking from JSW, sir.", "text_native": "अह पाटील जी नमस्कार, अब्दुल बात कर रहे हैं सर JSW से।" }, { "ucid": "21112178842081741", "idx": 5, "speaker": "customer", "start_s": 7.7, "end_s": 8.68, "text_en": "Yes, yes, yes, speak, speak.", "text_native": "हां हां हां, बोलिए बोलिए।" }, { "ucid": "21112178842081741", "idx": 6, "speaker": "agent", "start_s": 8.68, "end_s": 9.98, "text_en": "Sir, you are speaking from Infra structure, right?", "text_native": "सर Infra structure से बात कर रहे हैं ना?" }, { "ucid": "21112178842081741", "idx": 7, "speaker": "customer", "start_s": 10.2, "end_s": 10.58, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178842081741", "idx": 8, "speaker": "agent", "start_s": 10.7, "end_s": 14.88, "text_en": "Sir, you had registered on the JSW One platform, I called for that. Do you have any requirement for steel, sir, like in HRC/CR?", "text_native": "सर क्या आपने JSW One platform पर रजिस्ट्रेशन किया था, इसके लिए फोन किया था। कुछ requirement है क्या सर आपको steel में like HRC/CR में?" }, { "ucid": "21112178842081741", "idx": 9, "speaker": "customer", "start_s": 15.1, "end_s": 21.28, "text_en": "No, not right now, but I had just done one. But don't call me. Actually, I will, whenever it is time, when the right time comes, we will contact you.", "text_native": "नहीं अभी तो नहीं है, लेकिन just एक मैंने किया था। लेकिन आप फोन करो मत मुझे। Actually I will whenever it is time सही टाइम आएगा ना, we will contact you." }, { "ucid": "21112178842081741", "idx": 10, "speaker": "agent", "start_s": 21.28, "end_s": 22.38, "text_en": "Okay sir, thank you sir.", "text_native": "Okay sir, thank you sir." }, { "ucid": "21112178842081741", "idx": 11, "speaker": "customer", "start_s": 22.38, "end_s": 25.38, "text_en": "Don't worry. You can put me on DND if you want. For now.", "text_native": "Don't worry. आप मेरा DND कर दो आप चाहे तो। फिलहाल।" } ], "steps": [ { "ucid": "21112178842081741", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Mr. Patil, greetings, this is Abdul speaking from JSW, sir.", "comment": "The agent provided a polite, standard opening and stated the reason for the call." }, { "ucid": "21112178842081741", "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 before the customer shut down the conversation." }, { "ucid": "21112178842081741", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer did not allow the conversation to proceed to the discovery phase." }, { "ucid": "21112178842081741", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the agent had a chance to explain the platform's benefits." }, { "ucid": "21112178842081741", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent asked about a current requirement but failed to schedule a specific callback date when the customer said no." }, { "ucid": "21112178842081741", "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 terminated by the agent without establishing any of the required next steps." } ], "objections": [ { "ucid": "21112178842081741", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "No, not right now, but I had just done one. But don't call me.", "response": "Okay sir, thank you sir." } ], "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": [] }