{ "ucid": "21112178849989962", "call_date": "2026-09-04", "start_time": "2026-09-04 11:01:39", "end_time": "2026-09-04 11:02:51", "duration_sec": 72, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Call_back_later", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA794c70b74dd826a5c28ce06700cfbd85.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 923, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178849989962__DIA794c70b74dd826a5c28ce06700cfbd85.mp3", "audio_bytes": 110376, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 36.792, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello?\n[6s] AGENT: Yes? (हां जी?)\n[6s] AGENT: Sir Rajesh ji, good morning. Aniketh is speaking from JSW One. Are you planning anything for some HR sheets right now? Is there a requirement for material? (सर राजेश जी, good morning. अनिकेत यहां बात कर रहा हूं JSW One से। अभी कुछ HR sheets में कुछ प्लान कर रहे हो अभी? मटेरियल में रिक्वायरमेंट है?)\n[12s] CUSTOMER: Where are you calling from? (कहां से बोल रहे हो?)\n[13s] AGENT: I am calling from JSW One. Is there any requirement for metal sheets, for steel right now? In HR, CR? (JSW One से बात कर रहा हूं। मेटल शीट्स में, स्टील में कुछ रिक्वायरमेंट है अभी? HR, CR में?)\n[18s] CUSTOMER: Yes, requirements keep coming up. Can you please WhatsApp me some details? (हां निकलती रहती है। आप मुझे कोई डिटेल उसमें WhatsApp कर दें ना प्लीज़?)\n[22s] AGENT: What is your (आपका क्या)\n[22s] CUSTOMER: Can I call you in a little while? I am driving. I will call you in a little while. (मैं आपको थोड़ी देर में करूं? मैं ड्राइव कर रहा हूं। थोड़ी देर में करता हूं आपको।)\n[25s] AGENT: Yes yes, no worries. I will ping you on WhatsApp. (जी जी, no worries. मैं आपको पिंग करता हूं WhatsApp पे।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 9, "connected": 1, "audio_notes": "noisy: Significant background noise and possible crosstalk throughout the call, which sometimes makes the speech slightly muffled.", "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 is busy, take control by proposing a specific callback time, such as 'Can I call you back in 30 minutes?', instead of agreeing to a vague follow-up.", "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 opened the call and asked about material requirements. The customer, Rajesh, confirmed they have recurring needs but stated he was driving and unable to talk. He asked the agent to call back in a little while, and the agent agreed to send a message on WhatsApp, ending the call without any discovery or a specific next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir Rajesh ji, good morning. Aniketh is speaking from JSW One.\", \"comment\": \"The agent provided a polite and direct opening, stating his name and company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required profile verification questions before the customer deferred the call.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer stated they were driving and could not talk.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had an opportunity to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Can I call you in a little while? I am driving. I will call you in a little while.\", \"comment\": \"The agent did not schedule a specific callback date/time, agreeing to the customer's vague request.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: I will ping you on WhatsApp.\", \"comment\": \"The call ended with a vague agreement to 'ping on WhatsApp', not a specific, confirmed next step like a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is busy, take control by proposing a specific callback time, such as 'Can I call you back in 30 minutes?', instead of agreeing to a vague follow-up.\", \"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 opened the call and asked about material requirements. The customer, Rajesh, confirmed they have recurring needs but stated he was driving and unable to talk. He asked the agent to call back in a little while, and the agent agreed to send a message on WhatsApp, ending the call without any discovery or a specific next step.\"}", "error": null, "latency_ms": 28015, "input_tokens": 2951, "output_tokens": 739, "created_at": "2026-09-25 11:34:34", "sentiment": "positive", "sentiment_score": 0.455, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.622, "agent_talk_sec": 12.2, "customer_talk_sec": 7.4, "dead_air_sec": 52.4, "longest_monologue_sec": 5.4, "agent_wpm": 300.0, "interruptions": 0, "agent_turns": 5, "customer_turns": 4, "discovery_qs": 5, "words_agent": 61, "words_customer": 37, "monologue_heavy": 0, "turns": [ { "ucid": "21112178849989962", "idx": 0, "speaker": "customer", "start_s": 5.04, "end_s": 5.51, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178849989962", "idx": 1, "speaker": "agent", "start_s": 5.76, "end_s": 6.12, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178849989962", "idx": 2, "speaker": "agent", "start_s": 6.5, "end_s": 11.54, "text_en": "Sir Rajesh ji, good morning. Aniketh is speaking from JSW One. Are you planning anything for some HR sheets right now? Is there a requirement for material?", "text_native": "सर राजेश जी, good morning. अनिकेत यहां बात कर रहा हूं JSW One से। अभी कुछ HR sheets में कुछ प्लान कर रहे हो अभी? मटेरियल में रिक्वायरमेंट है?" }, { "ucid": "21112178849989962", "idx": 3, "speaker": "customer", "start_s": 11.86, "end_s": 12.84, "text_en": "Where are you calling from?", "text_native": "कहां से बोल रहे हो?" }, { "ucid": "21112178849989962", "idx": 4, "speaker": "agent", "start_s": 13.23, "end_s": 17.5, "text_en": "I am calling from JSW One. Is there any requirement for metal sheets, for steel right now? In HR, CR?", "text_native": "JSW One से बात कर रहा हूं। मेटल शीट्स में, स्टील में कुछ रिक्वायरमेंट है अभी? HR, CR में?" }, { "ucid": "21112178849989962", "idx": 5, "speaker": "customer", "start_s": 17.9, "end_s": 21.0, "text_en": "Yes, requirements keep coming up. Can you please WhatsApp me some details?", "text_native": "हां निकलती रहती है। आप मुझे कोई डिटेल उसमें WhatsApp कर दें ना प्लीज़?" }, { "ucid": "21112178849989962", "idx": 6, "speaker": "agent", "start_s": 21.81, "end_s": 22.24, "text_en": "What is your", "text_native": "आपका क्या" }, { "ucid": "21112178849989962", "idx": 7, "speaker": "customer", "start_s": 22.4, "end_s": 25.24, "text_en": "Can I call you in a little while? I am driving. I will call you in a little while.", "text_native": "मैं आपको थोड़ी देर में करूं? मैं ड्राइव कर रहा हूं। थोड़ी देर में करता हूं आपको।" }, { "ucid": "21112178849989962", "idx": 8, "speaker": "agent", "start_s": 25.44, "end_s": 27.54, "text_en": "Yes yes, no worries. I will ping you on WhatsApp.", "text_native": "जी जी, no worries. मैं आपको पिंग करता हूं WhatsApp पे।" } ], "steps": [ { "ucid": "21112178849989962", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir Rajesh ji, good morning. Aniketh is speaking from JSW One.", "comment": "The agent provided a polite and direct opening, stating his name and company." }, { "ucid": "21112178849989962", "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 of the required profile verification questions before the customer deferred the call." }, { "ucid": "21112178849989962", "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 as the customer stated they were driving and could not talk." }, { "ucid": "21112178849989962", "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 an opportunity to explain the platform." }, { "ucid": "21112178849989962", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "CUSTOMER: Can I call you in a little while? I am driving. I will call you in a little while.", "comment": "The agent did not schedule a specific callback date/time, agreeing to the customer's vague request." }, { "ucid": "21112178849989962", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: I will ping you on WhatsApp.", "comment": "The call ended with a vague agreement to 'ping on WhatsApp', not a specific, confirmed next step like a scheduled callback." } ], "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": [] }