{ "ucid": "21112178850258181", "call_date": "2026-09-04", "start_time": "2026-09-04 11:46:21", "end_time": "2026-09-04 11:47:16", "duration_sec": 55, "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/DIA3ab7c19b55ab043e47fd8c97e06d8541.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 895, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178850258181__DIA3ab7c19b55ab043e47fd8c97e06d8541.mp3", "audio_bytes": 115344, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 38.448, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] AGENT: Sir, I am Abdul speaking from JSW. (सर मैं अब्दुल बात कर रहा हूं जे एस डब्ल्यू से।)\n[5s] CUSTOMER: Yes, tell me. (हां बोलिए ना।)\n[6s] AGENT: You are speaking from Samruddin Infrastructure, right sir? (समरुद्दीन इंफ्रास्ट्रक्चर से बात कर रहे हैं ना सर आप?)\n[8s] CUSTOMER: Yes, yes, yes. (जी जी जी।)\n[9s] AGENT: Sir, is there any requirement for steel, I called for that, like is there any current requirement for HR, CR? (सर जी कुछ रिक्वायरमेंट है क्या स्टील में इसके लिए फोन किया था, लाइक एच आर सी आर में कुछ अभी रिक्वायरमेंट चल रहा है क्या?)\n[12s] CUSTOMER: No, not right now. I had one, but it wasn't much, the quantity was less. Hmm hmm. (नहीं अभी फिलहाल नहीं है। मेरा हो गया था लेकिन ज्यादा नहीं था क्वांटिटी कम था। हम्म हम्म।)\n[16s] AGENT: Okay, okay, okay. No, we can do even four-five tons, no problem. If you need HR plate etc., we can do four-five tons. (अच्छा अच्छा अच्छा। नहीं चार पांच टन भी कर देंगे कोई दिक्कत नहीं है। एच आर प्लेट वगेरह चाहिए ना चार पांच टन कर देंगे।)\n[20s] CUSTOMER: Okay. (अच्छा।)\n[21s] CUSTOMER: Okay, if I have something on my site, I will tell you. (चलेगा, कुछ मेरा साइट पे रहेगा तो मैं बोलता हूं आपको।)\n[23s] AGENT: I will message you from my personal number, okay? (मैं आपको मैसेज कर देता हूं पर्सनल नंबर से, ठीक है?)\n[25s] CUSTOMER: Okay, okay, okay. (चलेगा, चलेगा, ओके।)\n[27s] AGENT: Okay, okay. (ओके ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": 0.0, "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\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "You skipped the entire discovery process. Without understanding the customer's business, you can't tailor your pitch or identify a real opportunity; instead, ask the profile and discovery questions to build rapport before asking for a requirement.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant from an infrastructure company. The agent immediately asked for a requirement, which the customer denied having at present. The agent failed to conduct any discovery or establish a concrete next step, ending the call with a vague offer to send a message.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent immediately asked for a requirement, which is a pushy opening, rather than positioning as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Only confirmed the company name; did not ask for procurement city, role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, procurement habits, or needs.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any features or benefits of the JSW One platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although a requirement was asked for, the agent failed to schedule a specific callback date when the customer had no immediate need.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague promise to 'message you from my personal number', not a confirmed quote, callback, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire discovery process. Without understanding the customer's business, you can't tailor your pitch or identify a real opportunity; instead, ask the profile and discovery questions to build rapport before asking for a requirement.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"No, not right now.\", \"response\": \"I will message you from my personal number, okay?\"}], \"call_summary\": \"The agent contacted a new registrant from an infrastructure company. The agent immediately asked for a requirement, which the customer denied having at present. The agent failed to conduct any discovery or establish a concrete next step, ending the call with a vague offer to send a message.\"}", "error": null, "latency_ms": 39766, "input_tokens": 3067, "output_tokens": 761, "created_at": "2026-09-25 23:02:37", "sentiment": "neutral", "sentiment_score": 0.138, "sentiment_confidence": "high", "pos": 3, "neg": 2, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.641, "agent_talk_sec": 15.0, "customer_talk_sec": 8.4, "dead_air_sec": 31.6, "longest_monologue_sec": 3.8, "agent_wpm": 288.0, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 3, "words_agent": 72, "words_customer": 40, "monologue_heavy": 0, "turns": [ { "ucid": "21112178850258181", "idx": 0, "speaker": "customer", "start_s": 1.0, "end_s": 1.5, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178850258181", "idx": 1, "speaker": "agent", "start_s": 1.8, "end_s": 2.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178850258181", "idx": 2, "speaker": "agent", "start_s": 2.6, "end_s": 4.9, "text_en": "Sir, I am Abdul speaking from JSW.", "text_native": "सर मैं अब्दुल बात कर रहा हूं जे एस डब्ल्यू से।" }, { "ucid": "21112178850258181", "idx": 3, "speaker": "customer", "start_s": 5.1, "end_s": 5.7, "text_en": "Yes, tell me.", "text_native": "हां बोलिए ना।" }, { "ucid": "21112178850258181", "idx": 4, "speaker": "agent", "start_s": 5.8, "end_s": 7.9, "text_en": "You are speaking from Samruddin Infrastructure, right sir?", "text_native": "समरुद्दीन इंफ्रास्ट्रक्चर से बात कर रहे हैं ना सर आप?" }, { "ucid": "21112178850258181", "idx": 5, "speaker": "customer", "start_s": 8.0, "end_s": 8.5, "text_en": "Yes, yes, yes.", "text_native": "जी जी जी।" }, { "ucid": "21112178850258181", "idx": 6, "speaker": "agent", "start_s": 8.6, "end_s": 12.2, "text_en": "Sir, is there any requirement for steel, I called for that, like is there any current requirement for HR, CR?", "text_native": "सर जी कुछ रिक्वायरमेंट है क्या स्टील में इसके लिए फोन किया था, लाइक एच आर सी आर में कुछ अभी रिक्वायरमेंट चल रहा है क्या?" }, { "ucid": "21112178850258181", "idx": 7, "speaker": "customer", "start_s": 12.3, "end_s": 15.7, "text_en": "No, not right now. I had one, but it wasn't much, the quantity was less. Hmm hmm.", "text_native": "नहीं अभी फिलहाल नहीं है। मेरा हो गया था लेकिन ज्यादा नहीं था क्वांटिटी कम था। हम्म हम्म।" }, { "ucid": "21112178850258181", "idx": 8, "speaker": "agent", "start_s": 15.9, "end_s": 19.7, "text_en": "Okay, okay, okay. No, we can do even four-five tons, no problem. If you need HR plate etc., we can do four-five tons.", "text_native": "अच्छा अच्छा अच्छा। नहीं चार पांच टन भी कर देंगे कोई दिक्कत नहीं है। एच आर प्लेट वगेरह चाहिए ना चार पांच टन कर देंगे।" }, { "ucid": "21112178850258181", "idx": 9, "speaker": "customer", "start_s": 19.8, "end_s": 20.2, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178850258181", "idx": 10, "speaker": "customer", "start_s": 20.9, "end_s": 22.7, "text_en": "Okay, if I have something on my site, I will tell you.", "text_native": "चलेगा, कुछ मेरा साइट पे रहेगा तो मैं बोलता हूं आपको।" }, { "ucid": "21112178850258181", "idx": 11, "speaker": "agent", "start_s": 22.8, "end_s": 24.9, "text_en": "I will message you from my personal number, okay?", "text_native": "मैं आपको मैसेज कर देता हूं पर्सनल नंबर से, ठीक है?" }, { "ucid": "21112178850258181", "idx": 12, "speaker": "customer", "start_s": 25.0, "end_s": 26.2, "text_en": "Okay, okay, okay.", "text_native": "चलेगा, चलेगा, ओके।" }, { "ucid": "21112178850258181", "idx": 13, "speaker": "agent", "start_s": 27.0, "end_s": 27.5, "text_en": "Okay, okay.", "text_native": "ओके ओके।" } ], "steps": [ { "ucid": "21112178850258181", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent immediately asked for a requirement, which is a pushy opening, rather than positioning as a helper." }, { "ucid": "21112178850258181", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Only confirmed the company name; did not ask for procurement city, role, or contact details." }, { "ucid": "21112178850258181", "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 to understand the customer's business, procurement habits, or needs." }, { "ucid": "21112178850258181", "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 features or benefits of the JSW One platform." }, { "ucid": "21112178850258181", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although a requirement was asked for, the agent failed to schedule a specific callback date when the customer had no immediate need." }, { "ucid": "21112178850258181", "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 a vague promise to 'message you from my personal number', not a confirmed quote, callback, or walkthrough." } ], "objections": [ { "ucid": "21112178850258181", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "No, not right now.", "response": "I will message you from my personal number, okay?" } ], "missed_steps": [ "NR1 Warm welcome opener", "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": [] }