{ "ucid": "21112178843022471", "call_date": "2026-09-03", "start_time": "2026-09-03 15:40:24", "end_time": "2026-09-03 15:41:15", "duration_sec": 51, "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/DIA6a4f1b7835ab18fffea13cc91b2a6752.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1028, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843022471__DIA6a4f1b7835ab18fffea13cc91b2a6752.mp3", "audio_bytes": 113832, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 37.944, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello. (हॅलो.)\n[3s] CUSTOMER: Yes, tell me. (हां बोलिए.)\n[4s] AGENT: Hello, yeah good afternoon sir, I am Abdul speaking from JSW One, am I speaking with Honest Professionals? (हॅलो, या गुड आफ्टरनून सर, मैं अब्दुल बात कर रहा हूं JSW One से, Honest Professionals से बात कर रहा हूं अपना?)\n[9s] CUSTOMER: Yes, tell me. (हां बोलिए.)\n[9s] AGENT: Did you have any requirement for plate, sir? Any requirement for plate sheet in HR? (कुछ रिक्वायरमेंट था क्या सर आपको प्लेट में? प्लेट शीट में कुछ रिक्वायरमेंट था क्या HR में?)\n[13s] CUSTOMER: Uh, not right now. If there is in the next project, then I will contact you. (अह अभी फिलहाल में तो नहीं था। नेक्स्ट प्रोजेक्ट में अगर रहता है तो मैं कांटेक्ट करता हूं आपसे।)\n[18s] AGENT: Okay okay, fine sir. If you have a requirement, let me know. The rate is increasing in the market right now, okay? (अच्छा अच्छा, ठीक है सर। रिक्वायरमेंट हो तो मुझे बताइए। अभी मार्केट में रेट इनक्रीस कर रहा है, ठीक है?)\n[22s] CUSTOMER: What did you say? (क्या बोले?)\n[23s] AGENT: Sir, the rate is increasing in the market right now. If you have any inquiry, let me know, okay? (अभी मार्केट में सर रेट इनक्रीस कर रहा है। कुछ इंक्वायरी हो तो मुझको बताइए आप, ठीक है?)\n[26s] CUSTOMER: Yes, yes, absolutely. I will contact you again. (हां हां बिलकुल। मैं आपसे वापिस कांटेक्ट कर लेता हूं।)\n[28s] AGENT: Okay, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: The audio quality is clear with minimal background noise.", "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 has no immediate need, you must still complete the discovery questions to understand their business and schedule a specific callback for their next project.", "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 registrant, 'Honest Professionals', and confirmed the company name. The agent skipped all discovery and immediately asked for a requirement. The customer stated they have no current need but may have one for a future project. The call ended without any specific next steps being established.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, yeah good afternoon sir, I am Abdul speaking from JSW One, am I speaking with Honest Professionals?\", \"comment\": \"The agent provided a warm, professional opening and introduced himself and the company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"am I speaking with Honest Professionals?\", \"comment\": \"The agent only confirmed the company name (1/4) and failed to ask for the contact person's name, procurement city, or decision-making involvement.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent skipped discovery entirely and jumped straight to asking for a requirement, missing the chance to understand the customer's business.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No platform education was provided. The agent only mentioned that market rates were increasing, which is not a platform USP.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked for a requirement, when the customer said 'not right now', the agent failed to schedule a specific callback for the 'next project' mentioned.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a clear next step; no quote was sent, no specific callback was scheduled, and no walkthrough was booked.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate need, you must still complete the discovery questions to understand their business and schedule a specific callback for their next project.\", \"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\": \"Uh, not right now. If there is in the next project, then I will contact you.\", \"response\": \"Okay okay, fine sir. If you have a requirement, let me know. The rate is increasing in the market right now, okay?\"}], \"call_summary\": \"The agent contacted a new registrant, 'Honest Professionals', and confirmed the company name. The agent skipped all discovery and immediately asked for a requirement. The customer stated they have no current need but may have one for a future project. The call ended without any specific next steps being established.\"}", "error": null, "latency_ms": 34821, "input_tokens": 3032, "output_tokens": 840, "created_at": "2026-09-25 11:39:05", "sentiment": "positive", "sentiment_score": 0.228, "sentiment_confidence": "high", "pos": 4, "neg": 1, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.64, "agent_talk_sec": 15.5, "customer_talk_sec": 8.7, "dead_air_sec": 26.8, "longest_monologue_sec": 4.3, "agent_wpm": 301.9, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 5, "words_agent": 78, "words_customer": 35, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843022471", "idx": 0, "speaker": "customer", "start_s": 0.77, "end_s": 1.23, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178843022471", "idx": 1, "speaker": "agent", "start_s": 2.2, "end_s": 2.67, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178843022471", "idx": 2, "speaker": "customer", "start_s": 3.2, "end_s": 3.7, "text_en": "Yes, tell me.", "text_native": "हां बोलिए." }, { "ucid": "21112178843022471", "idx": 3, "speaker": "agent", "start_s": 3.8, "end_s": 8.1, "text_en": "Hello, yeah good afternoon sir, I am Abdul speaking from JSW One, am I speaking with Honest Professionals?", "text_native": "हॅलो, या गुड आफ्टरनून सर, मैं अब्दुल बात कर रहा हूं JSW One से, Honest Professionals से बात कर रहा हूं अपना?" }, { "ucid": "21112178843022471", "idx": 4, "speaker": "customer", "start_s": 8.6, "end_s": 9.0, "text_en": "Yes, tell me.", "text_native": "हां बोलिए." }, { "ucid": "21112178843022471", "idx": 5, "speaker": "agent", "start_s": 9.4, "end_s": 12.4, "text_en": "Did you have any requirement for plate, sir? Any requirement for plate sheet in HR?", "text_native": "कुछ रिक्वायरमेंट था क्या सर आपको प्लेट में? प्लेट शीट में कुछ रिक्वायरमेंट था क्या HR में?" }, { "ucid": "21112178843022471", "idx": 6, "speaker": "customer", "start_s": 13.1, "end_s": 17.6, "text_en": "Uh, not right now. If there is in the next project, then I will contact you.", "text_native": "अह अभी फिलहाल में तो नहीं था। नेक्स्ट प्रोजेक्ट में अगर रहता है तो मैं कांटेक्ट करता हूं आपसे।" }, { "ucid": "21112178843022471", "idx": 7, "speaker": "agent", "start_s": 17.9, "end_s": 21.4, "text_en": "Okay okay, fine sir. If you have a requirement, let me know. The rate is increasing in the market right now, okay?", "text_native": "अच्छा अच्छा, ठीक है सर। रिक्वायरमेंट हो तो मुझे बताइए। अभी मार्केट में रेट इनक्रीस कर रहा है, ठीक है?" }, { "ucid": "21112178843022471", "idx": 8, "speaker": "customer", "start_s": 21.9, "end_s": 22.3, "text_en": "What did you say?", "text_native": "क्या बोले?" }, { "ucid": "21112178843022471", "idx": 9, "speaker": "agent", "start_s": 22.6, "end_s": 25.8, "text_en": "Sir, the rate is increasing in the market right now. If you have any inquiry, let me know, okay?", "text_native": "अभी मार्केट में सर रेट इनक्रीस कर रहा है। कुछ इंक्वायरी हो तो मुझको बताइए आप, ठीक है?" }, { "ucid": "21112178843022471", "idx": 10, "speaker": "customer", "start_s": 26.1, "end_s": 28.5, "text_en": "Yes, yes, absolutely. I will contact you again.", "text_native": "हां हां बिलकुल। मैं आपसे वापिस कांटेक्ट कर लेता हूं।" }, { "ucid": "21112178843022471", "idx": 11, "speaker": "agent", "start_s": 28.5, "end_s": 29.5, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178843022471", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Hello, yeah good afternoon sir, I am Abdul speaking from JSW One, am I speaking with Honest Professionals?", "comment": "The agent provided a warm, professional opening and introduced himself and the company." }, { "ucid": "21112178843022471", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "am I speaking with Honest Professionals?", "comment": "The agent only confirmed the company name (1/4) and failed to ask for the contact person's name, procurement city, or decision-making involvement." }, { "ucid": "21112178843022471", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent skipped discovery entirely and jumped straight to asking for a requirement, missing the chance to understand the customer's business." }, { "ucid": "21112178843022471", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No platform education was provided. The agent only mentioned that market rates were increasing, which is not a platform USP." }, { "ucid": "21112178843022471", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although the agent asked for a requirement, when the customer said 'not right now', the agent failed to schedule a specific callback for the 'next project' mentioned." }, { "ucid": "21112178843022471", "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 without a clear next step; no quote was sent, no specific callback was scheduled, and no walkthrough was booked." } ], "objections": [ { "ucid": "21112178843022471", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "Uh, not right now. If there is in the next project, then I will contact you.", "response": "Okay okay, fine sir. If you have a requirement, let me know. The rate is increasing in the market right now, okay?" } ], "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": [] }