{ "ucid": "21112178843283831", "call_date": "2026-09-03", "start_time": "2026-09-03 16:23:58", "end_time": "2026-09-03 16:24:44", "duration_sec": 46, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Not_Answered", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4d9931c40d2d55f8ac2dc43c7ef9ad7a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1007, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843283831__DIA4d9931c40d2d55f8ac2dc43c7ef9ad7a.mp3", "audio_bytes": 96336, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 32.112, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: [inaudible] it's a specific material. Hello? ([inaudible] specific material है। Hello?)\n[3s] AGENT: Hello.\n[4s] AGENT: Is this Vikram ji speaking from Macwork Industries? (विक्रम जी बात कर रहे हैं Macwork Industries से?)\n[6s] CUSTOMER: Yes, speaking. (हां बोल रहा हूं।)\n[7s] AGENT: I was calling from JSW One, sir. Greetings. (JSW One से बात कर रहा था सर, नमस्कार।)\n[10s] CUSTOMER: Yes, tell me. (हां, बोलिए ना।)\n[10s] AGENT: Uh sir, regarding this Macwork Industries, I mean, could you tell me a little? It was uh recently registered two months ago. (अह सर ये Macwork Industries में मतलब थोड़ा बताएंगे अभी uh recently register हुआ था ये दो महीने पहले।)\n[15s] CUSTOMER: What needs to be done? (क्या करना है?)\n[16s] AGENT: Could you tell me a little, sir? I wanted to know a little about Macwork Industries' nature of business. (थोड़ा बताएंगे सर ये इसका थोड़ा जानना चाह रहा था Macwork Industries का nature of business.)\n[20s] CUSTOMER: Sir, I will call back. (सर मैं call back करता हूं।)\n[21s] AGENT: You... (आपको...)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: The first few words from the customer are slightly muffled and seem to be the end of a previous sentence.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 turns, clean transcript (9% inaudible)", "band_language": "Hindi", "label_contradiction": 1, "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 seems busy or impatient, immediately state the purpose and value of your call to earn their attention, rather than asking a broad opening question.", "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": "unknown", "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 from Macwork Industries and confirmed the contact's name. The agent attempted to start discovery by asking about the nature of the business, but the customer stated they were busy and would call back, ending the conversation. No business details were uncovered and no next steps were set.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"JSW One से बात कर रहा था सर, नमस्कार।\", \"comment\": \"The agent provided a warm, non-salesy greeting and introduced the company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Is this Vikram ji speaking from Macwork Industries?\", \"comment\": \"The agent only verified the customer's name and company (1/4 questions), which is below the 'partial' threshold of 2.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I wanted to know a little about Macwork Industries' nature of business.\", \"comment\": \"The agent attempted to ask about the nature of business (1/8 questions) but was shut down before they could proceed. This is below the 'partial' threshold of 4.\"}, {\"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 call was terminated by the customer before any current requirement could be discussed or a callback scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the customer's vague promise to 'call back', but no specific next step was agreed upon by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer seems busy or impatient, immediately state the purpose and value of your call to earn their attention, rather than asking a broad opening question.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant from Macwork Industries and confirmed the contact's name. The agent attempted to start discovery by asking about the nature of the business, but the customer stated they were busy and would call back, ending the conversation. No business details were uncovered and no next steps were set.\"}", "error": null, "latency_ms": 26504, "input_tokens": 2931, "output_tokens": 747, "created_at": "2026-09-25 11:38:06", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "neither signal -> neutral", "talk_ratio": 0.672, "agent_talk_sec": 12.1, "customer_talk_sec": 5.9, "dead_air_sec": 28.0, "longest_monologue_sec": 4.0, "agent_wpm": 292.6, "interruptions": 0, "agent_turns": 6, "customer_turns": 5, "discovery_qs": 3, "words_agent": 59, "words_customer": 21, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843283831", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 2.83, "text_en": "[inaudible] it's a specific material. Hello?", "text_native": "[inaudible] specific material है। Hello?" }, { "ucid": "21112178843283831", "idx": 1, "speaker": "agent", "start_s": 3.04, "end_s": 3.44, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843283831", "idx": 2, "speaker": "agent", "start_s": 3.76, "end_s": 5.91, "text_en": "Is this Vikram ji speaking from Macwork Industries?", "text_native": "विक्रम जी बात कर रहे हैं Macwork Industries से?" }, { "ucid": "21112178843283831", "idx": 3, "speaker": "customer", "start_s": 6.26, "end_s": 6.99, "text_en": "Yes, speaking.", "text_native": "हां बोल रहा हूं।" }, { "ucid": "21112178843283831", "idx": 4, "speaker": "agent", "start_s": 7.19, "end_s": 9.14, "text_en": "I was calling from JSW One, sir. Greetings.", "text_native": "JSW One से बात कर रहा था सर, नमस्कार।" }, { "ucid": "21112178843283831", "idx": 5, "speaker": "customer", "start_s": 9.64, "end_s": 10.24, "text_en": "Yes, tell me.", "text_native": "हां, बोलिए ना।" }, { "ucid": "21112178843283831", "idx": 6, "speaker": "agent", "start_s": 10.5, "end_s": 14.54, "text_en": "Uh sir, regarding this Macwork Industries, I mean, could you tell me a little? It was uh recently registered two months ago.", "text_native": "अह सर ये Macwork Industries में मतलब थोड़ा बताएंगे अभी uh recently register हुआ था ये दो महीने पहले।" }, { "ucid": "21112178843283831", "idx": 7, "speaker": "customer", "start_s": 14.93, "end_s": 15.53, "text_en": "What needs to be done?", "text_native": "क्या करना है?" }, { "ucid": "21112178843283831", "idx": 8, "speaker": "agent", "start_s": 15.74, "end_s": 19.0, "text_en": "Could you tell me a little, sir? I wanted to know a little about Macwork Industries' nature of business.", "text_native": "थोड़ा बताएंगे सर ये इसका थोड़ा जानना चाह रहा था Macwork Industries का nature of business." }, { "ucid": "21112178843283831", "idx": 9, "speaker": "customer", "start_s": 19.53, "end_s": 20.63, "text_en": "Sir, I will call back.", "text_native": "सर मैं call back करता हूं।" }, { "ucid": "21112178843283831", "idx": 10, "speaker": "agent", "start_s": 21.0, "end_s": 21.3, "text_en": "You...", "text_native": "आपको..." } ], "steps": [ { "ucid": "21112178843283831", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "JSW One से बात कर रहा था सर, नमस्कार।", "comment": "The agent provided a warm, non-salesy greeting and introduced the company." }, { "ucid": "21112178843283831", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Is this Vikram ji speaking from Macwork Industries?", "comment": "The agent only verified the customer's name and company (1/4 questions), which is below the 'partial' threshold of 2." }, { "ucid": "21112178843283831", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "I wanted to know a little about Macwork Industries' nature of business.", "comment": "The agent attempted to ask about the nature of business (1/8 questions) but was shut down before they could proceed. This is below the 'partial' threshold of 4." }, { "ucid": "21112178843283831", "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": "21112178843283831", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was terminated by the customer before any current requirement could be discussed or a callback scheduled." }, { "ucid": "21112178843283831", "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 the customer's vague promise to 'call back', but no specific next step was agreed upon by the agent." } ], "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": [] }