{ "ucid": "21112178843769491", "call_date": "2026-09-03", "start_time": "2026-09-03 17:44:54", "end_time": "2026-09-03 17:45:55", "duration_sec": 61, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA449fc5a3dc7c934950c688a76ae50e0f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 967, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843769491__DIA449fc5a3dc7c934950c688a76ae50e0f.mp3", "audio_bytes": 100224, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 33.408, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हॅलो?)\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Hello. Yeah, from Gold Star Industry, Mr. [inaudible] sir? (Hello. Yeah, Gold Star Industry se Mr. [inaudible] sir?)\n[4s] CUSTOMER: Yes? (हां?)\n[5s] AGENT: Greetings, this is Abdul speaking, sir. Are you speaking from Gold Star Industry? (नमस्कार, अब्दुल बात कर रहा हूं सर। Gold Star Industry से बात कर रहे हैं आप?)\n[8s] CUSTOMER: Yes yes, where are you calling from? (हां हां, आप कहां से बात कर रहे?)\n[9s] AGENT: I am calling from JSW, sir. Jindal Steel Mumbai head office. (JSW से बात कर रहा हूं सर। जिंदल स्टील मुंबई हेड ऑफिस।)\n[12s] CUSTOMER: WhatsApp me sir, I can't hear you. (WhatsApp कीजिए सर, आवाज नहीं आ रही।)\n[14s] AGENT: Hello hello, can you hear me? Hello? (हॅलो हॅलो, आवाज जा रही है? हॅलो?)\n[16s] CUSTOMER: Yes, speak. (हां बोलिए।)\n[16s] AGENT: Sir, I am calling from JSW. Do you have any requirement, sir, in steel, any requirement in plate, in HR? (सर मैं JSW से बात कर रहा हूं। कुछ रिक्वायरमेंट है क्या सर आपको स्टील में, प्लेट में कुछ रिक्वायरमेंट है HR में?)\n[20s] CUSTOMER: Sir, please WhatsApp me, I can't hear you well. WhatsApp me, we'll talk on WhatsApp. (सर WhatsApp कीजिए ना, थोड़ा आवाज नहीं आ रही। WhatsApp कीजिए, WhatsApp पे बात करते हैं।)\n[23s] AGENT: Take it. (लीजिए।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "noisy: The customer repeatedly complains about not being able to hear the agent clearly, and there is some background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 turns, clean transcript (7% 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": 2.0, "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\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer tries to end the call by claiming a bad connection, try to secure a specific callback time instead of giving up.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "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 representative from Gold Star Industry. The customer repeatedly claimed poor audio quality and asked the agent to communicate via WhatsApp, effectively ending the voice call. The agent attempted to ask for a requirement but was unable to proceed with discovery or establish a next step before the customer terminated the conversation.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent's second turn was a direct sales question, which fails the 'no hard sales pressure in opener' rule.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you speaking from Gold Star Industry?\", \"comment\": \"The agent only confirmed the company name and did not attempt any other basic profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent only asked if there was a current requirement.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had a chance to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement, sir, in steel, any requirement in plate, in HR?\", \"comment\": \"The agent successfully asked for a current requirement, which is the primary intent of this step, even though the customer deflected.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before any valid next step could be agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer tries to end the call by claiming a bad connection, try to secure a specific callback time instead of giving up.\", \"segment_detected\": \"manufacturing\", \"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 representative from Gold Star Industry. The customer repeatedly claimed poor audio quality and asked the agent to communicate via WhatsApp, effectively ending the voice call. The agent attempted to ask for a requirement but was unable to proceed with discovery or establish a next step before the customer terminated the conversation.\"}", "error": null, "latency_ms": 37507, "input_tokens": 3047, "output_tokens": 700, "created_at": "2026-09-25 11:36:44", "sentiment": "positive", "sentiment_score": 0.541, "sentiment_confidence": "high", "pos": 18, "neg": 0, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.606, "agent_talk_sec": 12.3, "customer_talk_sec": 8.0, "dead_air_sec": 40.7, "longest_monologue_sec": 3.5, "agent_wpm": 307.3, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 5, "words_agent": 63, "words_customer": 34, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843769491", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.8, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178843769491", "idx": 1, "speaker": "agent", "start_s": 1.04, "end_s": 1.54, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843769491", "idx": 2, "speaker": "customer", "start_s": 1.8, "end_s": 2.2, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178843769491", "idx": 3, "speaker": "agent", "start_s": 2.3, "end_s": 4.2, "text_en": "Hello. Yeah, from Gold Star Industry, Mr. [inaudible] sir?", "text_native": "Hello. Yeah, Gold Star Industry se Mr. [inaudible] sir?" }, { "ucid": "21112178843769491", "idx": 4, "speaker": "customer", "start_s": 4.3, "end_s": 4.7, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178843769491", "idx": 5, "speaker": "agent", "start_s": 4.8, "end_s": 7.2, "text_en": "Greetings, this is Abdul speaking, sir. Are you speaking from Gold Star Industry?", "text_native": "नमस्कार, अब्दुल बात कर रहा हूं सर। Gold Star Industry से बात कर रहे हैं आप?" }, { "ucid": "21112178843769491", "idx": 6, "speaker": "customer", "start_s": 7.7, "end_s": 9.0, "text_en": "Yes yes, where are you calling from?", "text_native": "हां हां, आप कहां से बात कर रहे?" }, { "ucid": "21112178843769491", "idx": 7, "speaker": "agent", "start_s": 9.1, "end_s": 11.2, "text_en": "I am calling from JSW, sir. Jindal Steel Mumbai head office.", "text_native": "JSW से बात कर रहा हूं सर। जिंदल स्टील मुंबई हेड ऑफिस।" }, { "ucid": "21112178843769491", "idx": 8, "speaker": "customer", "start_s": 11.8, "end_s": 13.5, "text_en": "WhatsApp me sir, I can't hear you.", "text_native": "WhatsApp कीजिए सर, आवाज नहीं आ रही।" }, { "ucid": "21112178843769491", "idx": 9, "speaker": "agent", "start_s": 14.0, "end_s": 15.5, "text_en": "Hello hello, can you hear me? Hello?", "text_native": "हॅलो हॅलो, आवाज जा रही है? हॅलो?" }, { "ucid": "21112178843769491", "idx": 10, "speaker": "customer", "start_s": 15.9, "end_s": 16.4, "text_en": "Yes, speak.", "text_native": "हां बोलिए।" }, { "ucid": "21112178843769491", "idx": 11, "speaker": "agent", "start_s": 16.5, "end_s": 20.0, "text_en": "Sir, I am calling from JSW. Do you have any requirement, sir, in steel, any requirement in plate, in HR?", "text_native": "सर मैं JSW से बात कर रहा हूं। कुछ रिक्वायरमेंट है क्या सर आपको स्टील में, प्लेट में कुछ रिक्वायरमेंट है HR में?" }, { "ucid": "21112178843769491", "idx": 12, "speaker": "customer", "start_s": 20.1, "end_s": 23.0, "text_en": "Sir, please WhatsApp me, I can't hear you well. WhatsApp me, we'll talk on WhatsApp.", "text_native": "सर WhatsApp कीजिए ना, थोड़ा आवाज नहीं आ रही। WhatsApp कीजिए, WhatsApp पे बात करते हैं।" }, { "ucid": "21112178843769491", "idx": 13, "speaker": "agent", "start_s": 23.1, "end_s": 23.5, "text_en": "Take it.", "text_native": "लीजिए।" } ], "steps": [ { "ucid": "21112178843769491", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent's second turn was a direct sales question, which fails the 'no hard sales pressure in opener' rule." }, { "ucid": "21112178843769491", "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 Gold Star Industry?", "comment": "The agent only confirmed the company name and did not attempt any other basic profile verification questions." }, { "ucid": "21112178843769491", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked; the agent only asked if there was a current requirement." }, { "ucid": "21112178843769491", "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." }, { "ucid": "21112178843769491", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement, sir, in steel, any requirement in plate, in HR?", "comment": "The agent successfully asked for a current requirement, which is the primary intent of this step, even though the customer deflected." }, { "ucid": "21112178843769491", "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 customer before any valid next step could be agreed upon." } ], "objections": [], "missed_steps": [ "NR1 Warm welcome opener", "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }