{ "ucid": "21112178851400431", "call_date": "2026-09-04", "start_time": "2026-09-04 14:56:44", "end_time": "2026-09-04 14:57:49", "duration_sec": 65, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Call_back_later", "agent": "Anupreeti Mahadik", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd5bc6f1735871af91ffe4afffbc5af89.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 855, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851400431__DIAd5bc6f1735871af91ffe4afffbc5af89.mp3", "audio_bytes": 150984, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 50.328, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: Om Sai. Yes? (ओम साई. हा?)\n[4s] AGENT: Sir, Anukriti is speaking from JSW One. (सर, अनुकृती बोलतीये JSW One मधून.)\n[6s] CUSTOMER: Yes, tell me. (बोला ना.)\n[7s] AGENT: Sir, I wanted to ask if you have any requirement in MS steel? HR sheet etcetera? (सर, काही requirement आहे का विचारायचं होतं तुम्हाला MS steel मध्ये तुमची? HR sheet वगैरे?)\n[11s] CUSTOMER: Where are you calling from? (कुठून बोलता?)\n[12s] AGENT: JSW One, Jindal Steel.\n[14s] CUSTOMER: Yes, but from where? I mean... (हा, पण कुठून? म्हणजे...)\n[16s] AGENT: I am calling from Mumbai, sir. (मुंबई वरून बोलतीये मी सर.)\n[17s] CUSTOMER: Okay. My order will be finalized by one Monday. I will call you back later. (अच्छा. माझी ना एक Monday पर्यंत तुमची फायनल होणार ऑर्डर. मी नंतर call back करतो तुम्हाला.)\n[21s] AGENT: Okay, okay. That's fine, sir. I will on Monday... I am sending a WhatsApp. Please revert on that number. (ठीक आहे, ठीक आहे. चालेल सर. मी Monday ला तुम्हा- मी WhatsApp करतीये. मला त्या नंबर वर तुम्ही revert करा.)\n[26s] CUSTOMER: Message me your name etcetera and number. I will talk to you. (तुम्हाला तुमचं नाव वगैरे आणि नंबर message करा. मी बोलतो तुम्हाला.)\n[29s] AGENT: Fine, fine. Okay sir. I am doing it immediately, see. You will get the message right away. (चालेल, चालेल. ठीक आहे सर. मी immediate करतीये बघा. तुम्हाला message येईल लगेच.)\n[32s] CUSTOMER: Okay.\n[33s] AGENT: Okay. Thank you.", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "Before asking for requirements, open with a value hook about material availability or price to capture the customer's interest.", "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 introduced herself and asked about steel requirements. The customer deferred the conversation, stating his order would be finalized on Monday and he would call back. The agent successfully pivoted to sending a WhatsApp with her details, which the customer agreed to receive and respond to.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, Anukriti is speaking from JSW One.\", \"comment\": \"Agent greeted, identified self and company, and gained implicit permission to proceed when the customer said 'Yes, tell me'.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a value hook and instead went directly to asking about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer deferred the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call did not progress to the pitch stage as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I wanted to ask if you have any requirement in MS steel? HR sheet etcetera?\", \"comment\": \"Agent successfully attempted to qualify by asking if a requirement exists, which is the first part of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am sending a WhatsApp. Please revert on that number.\", \"comment\": \"Agent secured a clear, committed next step by agreeing to send a WhatsApp, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Before asking for requirements, open with a value hook about material availability or price to capture the customer's interest.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"My order will be finalized by one Monday. I will call you back later.\", \"response\": \"I am sending a WhatsApp. Please revert on that number.\"}], \"call_summary\": \"The agent introduced herself and asked about steel requirements. The customer deferred the conversation, stating his order would be finalized on Monday and he would call back. The agent successfully pivoted to sending a WhatsApp with her details, which the customer agreed to receive and respond to.\"}", "error": null, "latency_ms": 44223, "input_tokens": 3045, "output_tokens": 771, "created_at": "2026-09-25 11:31:11", "sentiment": "neutral", "sentiment_score": 0.04, "sentiment_confidence": "high", "pos": 2, "neg": 2, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.591, "agent_talk_sec": 17.6, "customer_talk_sec": 12.2, "dead_air_sec": 35.2, "longest_monologue_sec": 4.2, "agent_wpm": 248.9, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 2, "words_agent": 73, "words_customer": 46, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851400431", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.81, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178851400431", "idx": 1, "speaker": "agent", "start_s": 1.28, "end_s": 1.71, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178851400431", "idx": 2, "speaker": "customer", "start_s": 2.0, "end_s": 3.79, "text_en": "Om Sai. Yes?", "text_native": "ओम साई. हा?" }, { "ucid": "21112178851400431", "idx": 3, "speaker": "agent", "start_s": 3.9, "end_s": 5.89, "text_en": "Sir, Anukriti is speaking from JSW One.", "text_native": "सर, अनुकृती बोलतीये JSW One मधून." }, { "ucid": "21112178851400431", "idx": 4, "speaker": "customer", "start_s": 6.46, "end_s": 7.0, "text_en": "Yes, tell me.", "text_native": "बोला ना." }, { "ucid": "21112178851400431", "idx": 5, "speaker": "agent", "start_s": 7.26, "end_s": 10.8, "text_en": "Sir, I wanted to ask if you have any requirement in MS steel? HR sheet etcetera?", "text_native": "सर, काही requirement आहे का विचारायचं होतं तुम्हाला MS steel मध्ये तुमची? HR sheet वगैरे?" }, { "ucid": "21112178851400431", "idx": 6, "speaker": "customer", "start_s": 10.9, "end_s": 11.7, "text_en": "Where are you calling from?", "text_native": "कुठून बोलता?" }, { "ucid": "21112178851400431", "idx": 7, "speaker": "agent", "start_s": 11.83, "end_s": 13.5, "text_en": "JSW One, Jindal Steel.", "text_native": "JSW One, Jindal Steel." }, { "ucid": "21112178851400431", "idx": 8, "speaker": "customer", "start_s": 13.93, "end_s": 15.47, "text_en": "Yes, but from where? I mean...", "text_native": "हा, पण कुठून? म्हणजे..." }, { "ucid": "21112178851400431", "idx": 9, "speaker": "agent", "start_s": 15.5, "end_s": 16.98, "text_en": "I am calling from Mumbai, sir.", "text_native": "मुंबई वरून बोलतीये मी सर." }, { "ucid": "21112178851400431", "idx": 10, "speaker": "customer", "start_s": 17.43, "end_s": 21.2, "text_en": "Okay. My order will be finalized by one Monday. I will call you back later.", "text_native": "अच्छा. माझी ना एक Monday पर्यंत तुमची फायनल होणार ऑर्डर. मी नंतर call back करतो तुम्हाला." }, { "ucid": "21112178851400431", "idx": 11, "speaker": "agent", "start_s": 21.3, "end_s": 25.54, "text_en": "Okay, okay. That's fine, sir. I will on Monday... I am sending a WhatsApp. Please revert on that number.", "text_native": "ठीक आहे, ठीक आहे. चालेल सर. मी Monday ला तुम्हा- मी WhatsApp करतीये. मला त्या नंबर वर तुम्ही revert करा." }, { "ucid": "21112178851400431", "idx": 12, "speaker": "customer", "start_s": 25.6, "end_s": 28.48, "text_en": "Message me your name etcetera and number. I will talk to you.", "text_native": "तुम्हाला तुमचं नाव वगैरे आणि नंबर message करा. मी बोलतो तुम्हाला." }, { "ucid": "21112178851400431", "idx": 13, "speaker": "agent", "start_s": 28.6, "end_s": 31.8, "text_en": "Fine, fine. Okay sir. I am doing it immediately, see. You will get the message right away.", "text_native": "चालेल, चालेल. ठीक आहे सर. मी immediate करतीये बघा. तुम्हाला message येईल लगेच." }, { "ucid": "21112178851400431", "idx": 14, "speaker": "customer", "start_s": 32.2, "end_s": 32.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178851400431", "idx": 15, "speaker": "agent", "start_s": 32.9, "end_s": 34.0, "text_en": "Okay. Thank you.", "text_native": "Okay. Thank you." } ], "steps": [ { "ucid": "21112178851400431", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, Anukriti is speaking from JSW One.", "comment": "Agent greeted, identified self and company, and gained implicit permission to proceed when the customer said 'Yes, tell me'." }, { "ucid": "21112178851400431", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a value hook and instead went directly to asking about requirements." }, { "ucid": "21112178851400431", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked as the customer deferred the conversation." }, { "ucid": "21112178851400431", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Call did not progress to the pitch stage as no discovery was conducted." }, { "ucid": "21112178851400431", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, I wanted to ask if you have any requirement in MS steel? HR sheet etcetera?", "comment": "Agent successfully attempted to qualify by asking if a requirement exists, which is the first part of this step." }, { "ucid": "21112178851400431", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I am sending a WhatsApp. Please revert on that number.", "comment": "Agent secured a clear, committed next step by agreeing to send a WhatsApp, which the customer accepted." } ], "objections": [ { "ucid": "21112178851400431", "obj_type": "send_price_will_think", "state": "handled", "evidence": "My order will be finalized by one Monday. I will call you back later.", "response": "I am sending a WhatsApp. Please revert on that number." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }