{ "ucid": "21112178842764481", "call_date": "2026-09-03", "start_time": "2026-09-03 14:57:24", "end_time": "2026-09-03 14:58:16", "duration_sec": 52, "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/DIA0e0a11093b4235f55fbb53abbb32ba30.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1057, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178842764481__DIA0e0a11093b4235f55fbb53abbb32ba30.mp3", "audio_bytes": 101088, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 33.696, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हॅलो)\n[2s] AGENT: Hello (हॅलो)\n[2s] CUSTOMER: Speak (बोलो)\n[3s] AGENT: Are you speaking from Ankur The Metals, sir? (ये अंकुर द मेटल्स से बात कर रहे हैं सर?)\n[5s] CUSTOMER: Speak (बोलो)\n[5s] AGENT: This is Abdul speaking from JSW One. (ये मैं अब्दुल बात कर रहा हूं JSW One से।)\n[7s] CUSTOMER: Speak, sir. (बोलिए सर।)\n[8s] AGENT: Did you have any requirement, sir, in steel? Do you have any requirement in sheet, in HR? (कुछ रिक्वायरमेंट था क्या सर स्टील में? शीट में कुछ रिक्वायरमेंट है क्या आपको HR में?)\n[11s] CUSTOMER: Yes, if there is, I message you only, sir. (हां रहता है तो मैं मैसेज करता सर आपको ही।)\n[13s] AGENT: Do you have a requirement right now? (अभी फिलहाल रिक्वायरमेंट है?)\n[14s] CUSTOMER: Not right now. When there is a requirement, then there is a call. When it happens, I will text you. (अभी तो नहीं है। जब भी रिक्वायरमेंट रहता है तभी कॉल रहता है। जब होता है तो मैं आपको टेक्स्ट करता हूं।)\n[18s] AGENT: I am sending a message on the WhatsApp number. Whenever it happens, let me know, okay? (मैं मैसेज कर दे रहा हूं WhatsApp नंबर पे। जब भी होता है मुझे बताइए, ठीक है?)\n[20s] CUSTOMER: Yes, yes. (जी जी।)\n[21s] AGENT: Okay, thank you. (ठीक है, थैंक यू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: Some minor background noise is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": "You must follow the pitch structure; start by verifying the customer's profile and asking discovery questions before asking if they have a requirement.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registration from 'Ankur The Metals'. The agent immediately asked for a requirement, which the customer did not have at the moment. The customer stated they would text when a need arises. The agent agreed to send a WhatsApp message and ended the call without performing any discovery or scheduling a specific follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a warm welcome for a new registration, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you speaking from Ankur The Metals, sir?\", \"comment\": \"The agent only verified the company name, hitting 1 of the 4 required questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the 8 required discovery questions to understand the customer's business.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's benefits, such as transparent pricing, test certificates, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Whenever it happens, let me know, okay?\", \"comment\": \"After the customer stated no current need, the agent did not schedule a specific callback date for a future opportunity.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am sending a message on the WhatsApp number. Whenever it happens, let me know, okay?\", \"comment\": \"The call did not end with one of the three required outcomes; it closed with a vague instruction for the customer to reach out.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; start by verifying the customer's profile and asking discovery questions before asking if they have a requirement.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"When it happens, I will text you.\", \"response\": \"I am sending a message on the WhatsApp number. Whenever it happens, let me know, okay?\"}], \"call_summary\": \"The agent contacted a new registration from 'Ankur The Metals'. The agent immediately asked for a requirement, which the customer did not have at the moment. The customer stated they would text when a need arises. The agent agreed to send a WhatsApp message and ended the call without performing any discovery or scheduling a specific follow-up.\"}", "error": null, "latency_ms": 29974, "input_tokens": 3003, "output_tokens": 817, "created_at": "2026-09-25 11:40:08", "sentiment": "neutral", "sentiment_score": -0.12, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.597, "agent_talk_sec": 10.8, "customer_talk_sec": 7.3, "dead_air_sec": 33.9, "longest_monologue_sec": 2.9, "agent_wpm": 327.8, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 5, "words_agent": 59, "words_customer": 36, "monologue_heavy": 0, "turns": [ { "ucid": "21112178842764481", "idx": 0, "speaker": "customer", "start_s": 0.67, "end_s": 1.1, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178842764481", "idx": 1, "speaker": "agent", "start_s": 1.7, "end_s": 2.11, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178842764481", "idx": 2, "speaker": "customer", "start_s": 2.5, "end_s": 2.89, "text_en": "Speak", "text_native": "बोलो" }, { "ucid": "21112178842764481", "idx": 3, "speaker": "agent", "start_s": 3.0, "end_s": 4.6, "text_en": "Are you speaking from Ankur The Metals, sir?", "text_native": "ये अंकुर द मेटल्स से बात कर रहे हैं सर?" }, { "ucid": "21112178842764481", "idx": 4, "speaker": "customer", "start_s": 4.8, "end_s": 5.1, "text_en": "Speak", "text_native": "बोलो" }, { "ucid": "21112178842764481", "idx": 5, "speaker": "agent", "start_s": 5.2, "end_s": 6.8, "text_en": "This is Abdul speaking from JSW One.", "text_native": "ये मैं अब्दुल बात कर रहा हूं JSW One से।" }, { "ucid": "21112178842764481", "idx": 6, "speaker": "customer", "start_s": 7.1, "end_s": 7.6, "text_en": "Speak, sir.", "text_native": "बोलिए सर।" }, { "ucid": "21112178842764481", "idx": 7, "speaker": "agent", "start_s": 7.9, "end_s": 10.8, "text_en": "Did you have any requirement, sir, in steel? Do you have any requirement in sheet, in HR?", "text_native": "कुछ रिक्वायरमेंट था क्या सर स्टील में? शीट में कुछ रिक्वायरमेंट है क्या आपको HR में?" }, { "ucid": "21112178842764481", "idx": 8, "speaker": "customer", "start_s": 11.0, "end_s": 12.8, "text_en": "Yes, if there is, I message you only, sir.", "text_native": "हां रहता है तो मैं मैसेज करता सर आपको ही।" }, { "ucid": "21112178842764481", "idx": 9, "speaker": "agent", "start_s": 13.0, "end_s": 13.8, "text_en": "Do you have a requirement right now?", "text_native": "अभी फिलहाल रिक्वायरमेंट है?" }, { "ucid": "21112178842764481", "idx": 10, "speaker": "customer", "start_s": 14.0, "end_s": 17.5, "text_en": "Not right now. When there is a requirement, then there is a call. When it happens, I will text you.", "text_native": "अभी तो नहीं है। जब भी रिक्वायरमेंट रहता है तभी कॉल रहता है। जब होता है तो मैं आपको टेक्स्ट करता हूं।" }, { "ucid": "21112178842764481", "idx": 11, "speaker": "agent", "start_s": 17.6, "end_s": 20.4, "text_en": "I am sending a message on the WhatsApp number. Whenever it happens, let me know, okay?", "text_native": "मैं मैसेज कर दे रहा हूं WhatsApp नंबर पे। जब भी होता है मुझे बताइए, ठीक है?" }, { "ucid": "21112178842764481", "idx": 12, "speaker": "customer", "start_s": 20.5, "end_s": 20.9, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178842764481", "idx": 13, "speaker": "agent", "start_s": 21.2, "end_s": 21.9, "text_en": "Okay, thank you.", "text_native": "ठीक है, थैंक यू।" } ], "steps": [ { "ucid": "21112178842764481", "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 for a new registration, instead jumping directly to asking for a requirement." }, { "ucid": "21112178842764481", "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 Ankur The Metals, sir?", "comment": "The agent only verified the company name, hitting 1 of the 4 required questions." }, { "ucid": "21112178842764481", "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 to understand the customer's business." }, { "ucid": "21112178842764481", "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 benefits, such as transparent pricing, test certificates, or stock availability." }, { "ucid": "21112178842764481", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Whenever it happens, let me know, okay?", "comment": "After the customer stated no current need, the agent did not schedule a specific callback date for a future opportunity." }, { "ucid": "21112178842764481", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I am sending a message on the WhatsApp number. Whenever it happens, let me know, okay?", "comment": "The call did not end with one of the three required outcomes; it closed with a vague instruction for the customer to reach out." } ], "objections": [ { "ucid": "21112178842764481", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "When it happens, I will text you.", "response": "I am sending a message on the WhatsApp number. Whenever it happens, let me know, okay?" } ], "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": [] }