{ "ucid": "21112178851156841", "call_date": "2026-09-04", "start_time": "2026-09-04 14:16:08", "end_time": "2026-09-04 14:16:56", "duration_sec": 48, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2f4a0890e1e619b7bfc943c6e5640c57.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 871, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851156841__DIA2f4a0890e1e619b7bfc943c6e5640c57.mp3", "audio_bytes": 90288, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 30.096, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Hello. (हॅलो.)\n[3s] AGENT: Sir, I was calling from JSW One, from Jindal Steel. (सर JSW One से बात कर रहा था मैं, जिंदल स्टील से।)\n[5s] CUSTOMER: From where? (कहाँ से?)\n[6s] AGENT: JSW One MSME sir, Jindal Steel. (JSW One MSME सर, जिंदल स्टील।)\n[8s] CUSTOMER: Okay. Sir, have you called regarding Prime Sol? (Okay. सर Prime Sol के रिगार्डिंग कॉल किया आपने?)\n[10s] AGENT: That's right, sir.\n[11s] CUSTOMER: No sir, it's been four years now, I am not there sir. (नहीं सर, मैं अभी चार साल हो गया मैं वहां पे नहीं हूं सर।)\n[14s] AGENT: Okay sir, okay. I will update it anyway, so you won't get unwanted calls from our side, okay? (ठीक है सर, ठीक है। मैं वैसे अपडेट कर देता हूं, so you won't get unwanted calls from our side, हां?)\n[18s] CUSTOMER: Yes, yes.\n[18s] AGENT: Thank you.\n[19s] CUSTOMER: Thank you.\n[20s] AGENT: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: The customer's voice is slightly softer than the agent's, but both are clearly audible.", "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": "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 contact says they've left the company, try to salvage the lead by asking for the correct person to speak with before ending the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead for 'Prime Sol', but the customer stated they had left that company four years ago. The agent professionally acknowledged this and promised to update the records to prevent future calls. The call ended immediately without any sales discovery or pitching.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One, from Jindal Steel.\", \"comment\": \"The agent identified JSW One but did not use the customer's name or ask for permission before the customer took control of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was identified as a wrong number before the agent had an opportunity to deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked as the contact was no longer with the company.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could qualify for any current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will update it anyway, so you won't get unwanted calls from our side, okay?\", \"comment\": \"This was an appropriate closing for an invalid contact, but it does not meet the rubric's requirement for a committed sales next step (quote or callback).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a contact says they've left the company, try to salvage the lead by asking for the correct person to speak with before ending the call.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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 lead for 'Prime Sol', but the customer stated they had left that company four years ago. The agent professionally acknowledged this and promised to update the records to prevent future calls. The call ended immediately without any sales discovery or pitching.\"}", "error": null, "latency_ms": 31932, "input_tokens": 2873, "output_tokens": 708, "created_at": "2026-09-25 11:32:07", "sentiment": "positive", "sentiment_score": 0.291, "sentiment_confidence": "high", "pos": 8, "neg": 1, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.576, "agent_talk_sec": 9.5, "customer_talk_sec": 7.0, "dead_air_sec": 31.5, "longest_monologue_sec": 3.7, "agent_wpm": 265.3, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 1, "words_agent": 42, "words_customer": 28, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851156841", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 1.08, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178851156841", "idx": 1, "speaker": "agent", "start_s": 1.29, "end_s": 1.79, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851156841", "idx": 2, "speaker": "customer", "start_s": 1.99, "end_s": 2.39, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178851156841", "idx": 3, "speaker": "agent", "start_s": 2.59, "end_s": 4.8, "text_en": "Sir, I was calling from JSW One, from Jindal Steel.", "text_native": "सर JSW One से बात कर रहा था मैं, जिंदल स्टील से।" }, { "ucid": "21112178851156841", "idx": 4, "speaker": "customer", "start_s": 5.26, "end_s": 5.76, "text_en": "From where?", "text_native": "कहाँ से?" }, { "ucid": "21112178851156841", "idx": 5, "speaker": "agent", "start_s": 5.96, "end_s": 7.86, "text_en": "JSW One MSME sir, Jindal Steel.", "text_native": "JSW One MSME सर, जिंदल स्टील।" }, { "ucid": "21112178851156841", "idx": 6, "speaker": "customer", "start_s": 8.29, "end_s": 10.29, "text_en": "Okay. Sir, have you called regarding Prime Sol?", "text_native": "Okay. सर Prime Sol के रिगार्डिंग कॉल किया आपने?" }, { "ucid": "21112178851156841", "idx": 7, "speaker": "agent", "start_s": 10.39, "end_s": 10.89, "text_en": "That's right, sir.", "text_native": "That's right, sir." }, { "ucid": "21112178851156841", "idx": 8, "speaker": "customer", "start_s": 11.09, "end_s": 13.89, "text_en": "No sir, it's been four years now, I am not there sir.", "text_native": "नहीं सर, मैं अभी चार साल हो गया मैं वहां पे नहीं हूं सर।" }, { "ucid": "21112178851156841", "idx": 9, "speaker": "agent", "start_s": 14.19, "end_s": 17.89, "text_en": "Okay sir, okay. I will update it anyway, so you won't get unwanted calls from our side, okay?", "text_native": "ठीक है सर, ठीक है। मैं वैसे अपडेट कर देता हूं, so you won't get unwanted calls from our side, हां?" }, { "ucid": "21112178851156841", "idx": 10, "speaker": "customer", "start_s": 17.99, "end_s": 18.39, "text_en": "Yes, yes.", "text_native": "Yes, yes." }, { "ucid": "21112178851156841", "idx": 11, "speaker": "agent", "start_s": 18.49, "end_s": 18.79, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "21112178851156841", "idx": 12, "speaker": "customer", "start_s": 18.89, "end_s": 19.29, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "21112178851156841", "idx": 13, "speaker": "agent", "start_s": 19.59, "end_s": 19.99, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178851156841", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I was calling from JSW One, from Jindal Steel.", "comment": "The agent identified JSW One but did not use the customer's name or ask for permission before the customer took control of the call." }, { "ucid": "21112178851156841", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was identified as a wrong number before the agent had an opportunity to deliver a hook." }, { "ucid": "21112178851156841", "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 as the contact was no longer with the company." }, { "ucid": "21112178851156841", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the pitch stage." }, { "ucid": "21112178851156841", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the agent could qualify for any current requirement." }, { "ucid": "21112178851156841", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will update it anyway, so you won't get unwanted calls from our side, okay?", "comment": "This was an appropriate closing for an invalid contact, but it does not meet the rubric's requirement for a committed sales next step (quote or callback)." } ], "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": [] }