{ "ucid": "21112178850640421", "call_date": "2026-09-04", "start_time": "2026-09-04 12:50:04", "end_time": "2026-09-04 12:51:19", "duration_sec": 75, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb109305984489c45c748757c9fa7a743.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 879, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178850640421__DIAb109305984489c45c748757c9fa7a743.mp3", "audio_bytes": 109728, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 36.576, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Hello.\n[2s] AGENT: Uh hello, good afternoon. Am I talking to Mr. Hidayat? Hidayat Sayed?\n[5s] CUSTOMER: Yes. (हाँ।)\n[6s] AGENT: Uh sir, this is Jeevan from JSW One platforms. Uh, I can see that you have enquired for HR sheets and then, you know, I was just curious to know what happened after that. Is it like the project has, yeah, project has declined or is there anything wherein we can help you out with?\n[18s] CUSTOMER: [inaudible] call me at 2 o'clock.\n[22s] AGENT: Hello? Uh yeah, yeah, tell me sir.", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 7, "connected": 1, "audio_notes": "muffled: The customer's voice is muffled and distant, making parts of their speech difficult to understand.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "7 turns, clean transcript (14% inaudible)", "band_language": "English", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer requests a callback, always confirm the time to lock it in as a firm next step, e.g., 'Certainly, I will call you back at 2 PM today.'", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to follow up on a past enquiry for HR sheets. The customer immediately requested a callback at 2 o'clock. The agent did not confirm the callback time, and the call ended without any information being gathered.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, this is Jeevan from JSW One platforms. Uh, I can see that you have enquired for HR sheets and then, you know, I was just curious to know what happened after that.\", \"comment\": \"The agent did not ask for permission to speak before launching into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook; instead, he asked about a previous enquiry.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask about a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: [inaudible] call me at 2 o'clock. AGENT: Hello? Uh yeah, yeah, tell me sir.\", \"comment\": \"The agent did not explicitly confirm the callback time requested by the customer as a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer requests a callback, always confirm the time to lock it in as a firm next step, e.g., 'Certainly, I will call you back at 2 PM today.'\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to follow up on a past enquiry for HR sheets. The customer immediately requested a callback at 2 o'clock. The agent did not confirm the callback time, and the call ended without any information being gathered.\"}", "error": null, "latency_ms": 31231, "input_tokens": 2718, "output_tokens": 722, "created_at": "2026-09-25 11:32:18", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.777, "agent_talk_sec": 16.0, "customer_talk_sec": 4.6, "dead_air_sec": 54.4, "longest_monologue_sec": 11.0, "agent_wpm": 281.2, "interruptions": 0, "agent_turns": 4, "customer_turns": 3, "discovery_qs": 4, "words_agent": 75, "words_customer": 8, "monologue_heavy": 1, "turns": [ { "ucid": "21112178850640421", "idx": 0, "speaker": "agent", "start_s": 0.17, "end_s": 0.63, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178850640421", "idx": 1, "speaker": "customer", "start_s": 1.2, "end_s": 1.61, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178850640421", "idx": 2, "speaker": "agent", "start_s": 1.98, "end_s": 4.8, "text_en": "Uh hello, good afternoon. Am I talking to Mr. Hidayat? Hidayat Sayed?", "text_native": "Uh hello, good afternoon. Am I talking to Mr. Hidayat? Hidayat Sayed?" }, { "ucid": "21112178850640421", "idx": 3, "speaker": "customer", "start_s": 5.1, "end_s": 5.48, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178850640421", "idx": 4, "speaker": "agent", "start_s": 5.82, "end_s": 16.8, "text_en": "Uh sir, this is Jeevan from JSW One platforms. Uh, I can see that you have enquired for HR sheets and then, you know, I was just curious to know what happened after that. Is it like the project has, yeah, project has declined or is there anything wherein we can help you out with?", "text_native": "Uh sir, this is Jeevan from JSW One platforms. Uh, I can see that you have enquired for HR sheets and then, you know, I was just curious to know what happened after that. Is it like the project has, yeah, project has declined or is there anything wherein we can help you out with?" }, { "ucid": "21112178850640421", "idx": 5, "speaker": "customer", "start_s": 17.59, "end_s": 21.41, "text_en": "[inaudible] call me at 2 o'clock.", "text_native": "[inaudible] call me at 2 o'clock." }, { "ucid": "21112178850640421", "idx": 6, "speaker": "agent", "start_s": 21.81, "end_s": 23.5, "text_en": "Hello? Uh yeah, yeah, tell me sir.", "text_native": "Hello? Uh yeah, yeah, tell me sir." } ], "steps": [ { "ucid": "21112178850640421", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, this is Jeevan from JSW One platforms. Uh, I can see that you have enquired for HR sheets and then, you know, I was just curious to know what happened after that.", "comment": "The agent did not ask for permission to speak before launching into the reason for the call." }, { "ucid": "21112178850640421", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not lead with a supply or price hook; instead, he asked about a previous enquiry." }, { "ucid": "21112178850640421", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended before any discovery questions could be asked." }, { "ucid": "21112178850640421", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was done, and no USPs were pitched." }, { "ucid": "21112178850640421", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask about a current requirement." }, { "ucid": "21112178850640421", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "CUSTOMER: [inaudible] call me at 2 o'clock. AGENT: Hello? Uh yeah, yeah, tell me sir.", "comment": "The agent did not explicitly confirm the callback time requested by the customer as a committed next step." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }