{ "ucid": "21112178843927351", "call_date": "2026-09-03", "start_time": "2026-09-03 18:11:13", "end_time": "2026-09-03 18:12:02", "duration_sec": 49, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb27aca78db08c3ac44416030fcc7f496.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 948, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843927351__DIAb27aca78db08c3ac44416030fcc7f496.mp3", "audio_bytes": 116640, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 38.88, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello (हेलो)\n[1s] AGENT: Hello sir (हेलो सर)\n[2s] CUSTOMER: Yes yes (हां हां)\n[3s] AGENT: Sir, actually you are registered on our platform. Do you have any requirement for steel, sir? I am calling from JSW One. (सर एक्चुअली आपका हमारे प्लेटफार्म पर रजिस्टर्ड है। आपका कुछ रिक्वायरमेंट रहता है क्या सर स्टील में? JSW One से बात कर रहा हूं।)\n[6s] CUSTOMER: For what? (किसका?)\n[6s] AGENT: Sir, I am calling from JSW One, sir. (सर JSW One से बात कर रहा हूं सर।)\n[7s] CUSTOMER: Yes yes, okay okay, I understood. I had given the number to my team. I will save this number too. When needed, they will talk. So they understand the pricing and all. (हां हां ठीक ठीक है मैं समझ गया। मैंने अपनी टीम को नंबर दिया था। ये भी नंबर सेव करता हूं। जब लगेगा वो बात करेंगे। तो प्राइसिंग वगेरा उनको समझता है।)\n[14s] AGENT: No no sir (नहीं नहीं सर)\n[14s] CUSTOMER: No (नहीं)\n[15s] AGENT: No, I was saying that this is not my number, actually. My... this is actually a system-generated number. You won't be able to call back on this. I'll give you my number on WhatsApp. You can forward it to them, there's no issue in that. (नहीं मैं बोल रहा था कि ये मेरा नंबर नहीं है एक्चुअली में। मेरा ये एक्चुअली में क्या सिस्टम जनरेटेड नंबर है। इसपे कॉल बैक नहीं हो पाएगा। मैं आपको अपना नंबर दे देता हूं WhatsApp पे। आप उनको फॉरवर्ड कर सकते हैं, उसमें कोई इशू नहीं।)\n[21s] CUSTOMER: Yes, okay, send it, tell them. (हां ठीक है ना, भेज दो, बोल दो।)\n[22s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: The agent's voice is slightly softer than the customer's, but both are clearly audible.", "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 the customer deflects by saying their team handles procurement, you must try to get the contact details for that team member or schedule a specific time to call them back, instead of passively giving up control of the process.", "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 newly registered user who immediately deflected, stating his team handles procurement and will make contact when needed. The agent did not attempt any discovery or verification. The call ended with the agent offering to send his number via WhatsApp, without securing a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, actually you are registered on our platform. Do you have any requirement for steel, sir? I am calling from JSW One.\", \"comment\": \"The agent correctly identified the registration and company, but the opening could have been warmer and less direct.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any questions to verify the customer's name, company, location, or role.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about business type, volume, or current procurement habits.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any benefits or features of the JSW One platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked about a requirement, he failed to schedule a specific callback date after the customer deflected.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a scheduled callback, or a platform walkthrough; the agent only offered to send his number.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer deflects by saying their team handles procurement, you must try to get the contact details for that team member or schedule a specific time to call them back, instead of passively giving up control of the process.\", \"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\": [{\"obj_type\": \"check_with_manager\", \"state\": \"mishandled\", \"evidence\": \"I had given the number to my team. I will save this number too. When needed, they will talk.\", \"response\": \"I'll give you my number on WhatsApp. You can forward it to them, there's no issue in that.\"}], \"call_summary\": \"The agent contacted a newly registered user who immediately deflected, stating his team handles procurement and will make contact when needed. The agent did not attempt any discovery or verification. The call ended with the agent offering to send his number via WhatsApp, without securing a concrete next step.\"}", "error": null, "latency_ms": 33557, "input_tokens": 3065, "output_tokens": 812, "created_at": "2026-09-25 11:35:47", "sentiment": "positive", "sentiment_score": 0.424, "sentiment_confidence": "high", "pos": 8, "neg": 0, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.536, "agent_talk_sec": 11.3, "customer_talk_sec": 9.8, "dead_air_sec": 27.9, "longest_monologue_sec": 6.0, "agent_wpm": 435.4, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 1, "words_agent": 82, "words_customer": 44, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843927351", "idx": 0, "speaker": "customer", "start_s": 0.38, "end_s": 0.98, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178843927351", "idx": 1, "speaker": "agent", "start_s": 1.49, "end_s": 2.09, "text_en": "Hello sir", "text_native": "हेलो सर" }, { "ucid": "21112178843927351", "idx": 2, "speaker": "customer", "start_s": 2.09, "end_s": 2.69, "text_en": "Yes yes", "text_native": "हां हां" }, { "ucid": "21112178843927351", "idx": 3, "speaker": "agent", "start_s": 2.8, "end_s": 5.7, "text_en": "Sir, actually you are registered on our platform. Do you have any requirement for steel, sir? I am calling from JSW One.", "text_native": "सर एक्चुअली आपका हमारे प्लेटफार्म पर रजिस्टर्ड है। आपका कुछ रिक्वायरमेंट रहता है क्या सर स्टील में? JSW One से बात कर रहा हूं।" }, { "ucid": "21112178843927351", "idx": 4, "speaker": "customer", "start_s": 5.7, "end_s": 6.17, "text_en": "For what?", "text_native": "किसका?" }, { "ucid": "21112178843927351", "idx": 5, "speaker": "agent", "start_s": 6.3, "end_s": 7.2, "text_en": "Sir, I am calling from JSW One, sir.", "text_native": "सर JSW One से बात कर रहा हूं सर।" }, { "ucid": "21112178843927351", "idx": 6, "speaker": "customer", "start_s": 7.2, "end_s": 13.58, "text_en": "Yes yes, okay okay, I understood. I had given the number to my team. I will save this number too. When needed, they will talk. So they understand the pricing and all.", "text_native": "हां हां ठीक ठीक है मैं समझ गया। मैंने अपनी टीम को नंबर दिया था। ये भी नंबर सेव करता हूं। जब लगेगा वो बात करेंगे। तो प्राइसिंग वगेरा उनको समझता है।" }, { "ucid": "21112178843927351", "idx": 7, "speaker": "agent", "start_s": 13.58, "end_s": 14.08, "text_en": "No no sir", "text_native": "नहीं नहीं सर" }, { "ucid": "21112178843927351", "idx": 8, "speaker": "customer", "start_s": 14.08, "end_s": 14.48, "text_en": "No", "text_native": "नहीं" }, { "ucid": "21112178843927351", "idx": 9, "speaker": "agent", "start_s": 14.58, "end_s": 20.6, "text_en": "No, I was saying that this is not my number, actually. My... this is actually a system-generated number. You won't be able to call back on this. I'll give you my number on WhatsApp. You can forward it to them, there's no issue in that.", "text_native": "नहीं मैं बोल रहा था कि ये मेरा नंबर नहीं है एक्चुअली में। मेरा ये एक्चुअली में क्या सिस्टम जनरेटेड नंबर है। इसपे कॉल बैक नहीं हो पाएगा। मैं आपको अपना नंबर दे देता हूं WhatsApp पे। आप उनको फॉरवर्ड कर सकते हैं, उसमें कोई इशू नहीं।" }, { "ucid": "21112178843927351", "idx": 10, "speaker": "customer", "start_s": 20.6, "end_s": 22.0, "text_en": "Yes, okay, send it, tell them.", "text_native": "हां ठीक है ना, भेज दो, बोल दो।" }, { "ucid": "21112178843927351", "idx": 11, "speaker": "agent", "start_s": 22.2, "end_s": 22.6, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178843927351", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, actually you are registered on our platform. Do you have any requirement for steel, sir? I am calling from JSW One.", "comment": "The agent correctly identified the registration and company, but the opening could have been warmer and less direct." }, { "ucid": "21112178843927351", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any questions to verify the customer's name, company, location, or role." }, { "ucid": "21112178843927351", "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 about business type, volume, or current procurement habits." }, { "ucid": "21112178843927351", "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 benefits or features of the JSW One platform." }, { "ucid": "21112178843927351", "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 about a requirement, he failed to schedule a specific callback date after the customer deflected." }, { "ucid": "21112178843927351", "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 quote, a scheduled callback, or a platform walkthrough; the agent only offered to send his number." } ], "objections": [ { "ucid": "21112178843927351", "obj_type": "check_with_manager", "state": "mishandled", "evidence": "I had given the number to my team. I will save this number too. When needed, they will talk.", "response": "I'll give you my number on WhatsApp. You can forward it to them, there's no issue in that." } ], "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": [] }