{ "ucid": "21112178843390891", "call_date": "2026-09-03", "start_time": "2026-09-03 16:41:48", "end_time": "2026-09-03 16:42:30", "duration_sec": 42, "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/DIA7c4f53aa3018d578d12de58f22700b15.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1001, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843390891__DIA7c4f53aa3018d578d12de58f22700b15.mp3", "audio_bytes": 79488, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 26.496, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] UNKNOWN: This call is now being recorded.\n[4s] CUSTOMER: Hello.\n[6s] CUSTOMER: Speak. (बोलो।)\n[6s] CUSTOMER: Yes. (हाँ।)\n[7s] AGENT: Hello, greetings, this is Atul speaking, sir, from JSW. (हेलो नमस्कार, अतुल बात कर रहा हूँ सर JSW से।)\n[10s] CUSTOMER: Where are you calling from? (कहाँ से बात कर रहे हो?)\n[12s] AGENT: I am calling from JSW One head office Mumbai. You are speaking from Mehnoor Enterprises, right sir? (JSW One हेड ऑफिस मुंबई से बात कर रहा हूँ। मेहेनूर एंटरप्राइजेज से बात कर रहे हैं ना सर आप?)\n[16s] CUSTOMER: Sir, I am a little busy right now, please call later. (सर मैं थोड़ा अभी बिजी हूँ, बाद में कॉल कीजिए।)\n[18s] AGENT: Absolutely, absolutely sir, okay okay, thank you. (बिलकुल बिलकुल सर, ओके ओके, थैंक यू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 9, "connected": 1, "audio_notes": "clear: Some background chatter is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "9 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 are busy, acknowledge it and immediately ask for a specific time to call back, such as 'this afternoon' or 'tomorrow morning'.", "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 introduced himself and confirmed the customer's company name. The customer immediately stated they were busy and asked the agent to call back later. The agent agreed and ended the call without attempting to schedule a specific time for the follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, greetings, this is Atul speaking, sir, from JSW.\", \"comment\": \"The agent provided a warm and professional opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"You are speaking from Mehnoor Enterprises, right sir?\", \"comment\": \"The agent only confirmed the company name, failing to ask about city, procurement role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask about a current requirement or schedule a specific callback date after the customer said they were busy.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Absolutely, absolutely sir, okay okay, thank you.\", \"comment\": \"The call ended without a quote, a specific callback time, or a walkthrough scheduled; the agent just agreed to the customer's vague 'call later'.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, acknowledge it and immediately ask for a specific time to call back, such as 'this afternoon' or 'tomorrow morning'.\", \"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 introduced himself and confirmed the customer's company name. The customer immediately stated they were busy and asked the agent to call back later. The agent agreed and ended the call without attempting to schedule a specific time for the follow-up.\"}", "error": null, "latency_ms": 21333, "input_tokens": 2852, "output_tokens": 699, "created_at": "2026-09-25 11:37:50", "sentiment": "negative", "sentiment_score": -0.388, "sentiment_confidence": "high", "pos": 0, "neg": 6, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.616, "agent_talk_sec": 7.7, "customer_talk_sec": 4.8, "dead_air_sec": 29.5, "longest_monologue_sec": 3.5, "agent_wpm": 257.1, "interruptions": 0, "agent_turns": 3, "customer_turns": 5, "discovery_qs": 1, "words_agent": 33, "words_customer": 19, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843390891", "idx": 0, "speaker": "unknown", "start_s": 2.27, "end_s": 4.04, "text_en": "This call is now being recorded.", "text_native": "This call is now being recorded." }, { "ucid": "21112178843390891", "idx": 1, "speaker": "customer", "start_s": 4.342, "end_s": 4.842, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843390891", "idx": 2, "speaker": "customer", "start_s": 5.53, "end_s": 5.83, "text_en": "Speak.", "text_native": "बोलो।" }, { "ucid": "21112178843390891", "idx": 3, "speaker": "customer", "start_s": 6.34, "end_s": 6.54, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178843390891", "idx": 4, "speaker": "agent", "start_s": 7.21, "end_s": 9.5, "text_en": "Hello, greetings, this is Atul speaking, sir, from JSW.", "text_native": "हेलो नमस्कार, अतुल बात कर रहा हूँ सर JSW से।" }, { "ucid": "21112178843390891", "idx": 5, "speaker": "customer", "start_s": 10.21, "end_s": 11.3, "text_en": "Where are you calling from?", "text_native": "कहाँ से बात कर रहे हो?" }, { "ucid": "21112178843390891", "idx": 6, "speaker": "agent", "start_s": 11.51, "end_s": 15.0, "text_en": "I am calling from JSW One head office Mumbai. You are speaking from Mehnoor Enterprises, right sir?", "text_native": "JSW One हेड ऑफिस मुंबई से बात कर रहा हूँ। मेहेनूर एंटरप्राइजेज से बात कर रहे हैं ना सर आप?" }, { "ucid": "21112178843390891", "idx": 7, "speaker": "customer", "start_s": 15.54, "end_s": 18.2, "text_en": "Sir, I am a little busy right now, please call later.", "text_native": "सर मैं थोड़ा अभी बिजी हूँ, बाद में कॉल कीजिए।" }, { "ucid": "21112178843390891", "idx": 8, "speaker": "agent", "start_s": 18.3, "end_s": 20.2, "text_en": "Absolutely, absolutely sir, okay okay, thank you.", "text_native": "बिलकुल बिलकुल सर, ओके ओके, थैंक यू।" } ], "steps": [ { "ucid": "21112178843390891", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Hello, greetings, this is Atul speaking, sir, from JSW.", "comment": "The agent provided a warm and professional opening." }, { "ucid": "21112178843390891", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "You are speaking from Mehnoor Enterprises, right sir?", "comment": "The agent only confirmed the company name, failing to ask about city, procurement role, or contact details." }, { "ucid": "21112178843390891", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended before any discovery questions could be asked." }, { "ucid": "21112178843390891", "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 could explain the platform." }, { "ucid": "21112178843390891", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask about a current requirement or schedule a specific callback date after the customer said they were busy." }, { "ucid": "21112178843390891", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Absolutely, absolutely sir, okay okay, thank you.", "comment": "The call ended without a quote, a specific callback time, or a walkthrough scheduled; the agent just agreed to the customer's vague 'call later'." } ], "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": [] }