{ "ucid": "21112178851482871", "call_date": "2026-09-04", "start_time": "2026-09-04 15:10:28", "end_time": "2026-09-04 15:11:44", "duration_sec": 76, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf89840439a6cb11404290a4c1f676499.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 844, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851482871__DIAf89840439a6cb11404290a4c1f676499.mp3", "audio_bytes": 165888, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 55.296, "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: Yes. (हां जी।)\n[3s] AGENT: Sonu (सोनू)\n[4s] CUSTOMER: Yes? (हां जी?)\n[5s] AGENT: Hello? (हॅलो?)\n[5s] CUSTOMER: Just fine, sir. Who is this? (बस बढ़िया है जी, कौन?)\n[6s] AGENT: Rohit speaking from JSW. (रोहित बात कर रहा हूं JSW से।)\n[8s] CUSTOMER: Yes sir, tell me. (जी सर, बताइए।)\n[9s] AGENT: Do you have any requirement right now? (कुछ अभी आपके requirement है क्या?)\n[11s] CUSTOMER: No sir, what happened is, I tried to contact you two or three times before. But I couldn't get in touch with you. Then I tried two or three times, and still couldn't contact. So then I just... from here locally... I get my material from here, so I take it from here. (नहीं सर, मैं क्या है, मैंने दो-तीन बार पहले भी आपके पास contact करने की कोशिश की। तो आपसे contact नहीं हो पाता है। फिर मैंने दो-तीन बार try किया, और फिर contact नहीं हुआ। तो फिर मैंने यहीं local से ही फिर मैंने मेरा माल यहीं से उठ जाता है, फिर मैं यहीं से ले लेता हूं।)\n[21s] AGENT: Okay. Okay.\n[22s] CUSTOMER: There is a vendor, I have contacted them, they arrange it for me. (एक vendor है उनसे मैं फिर मैंने contact कर रखा है, वो करवा देते हैं मेरा।)\n[29s] AGENT: Okay. Alright sir. (Okay. ठीक है सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "noisy: Significant call center background noise on the agent's side makes some of their speech slightly muffled.", "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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You must follow the pitch structure; by skipping the opener and hook, you immediately lost control of the call and gave the customer an easy exit.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "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 by asking for a requirement. The customer stated they had tried to contact JSW in the past without success and now use a local vendor. The agent acknowledged the statement and ended the call without attempting discovery or objection handling.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and immediately asked for a requirement, which is a qualification step.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions about the customer's business or procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement right now?\", \"comment\": \"The agent successfully asked if there was a current requirement, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with \\\"Alright sir\\\" without any committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; by skipping the opener and hook, you immediately lost control of the call and gave the customer an easy exit.\", \"segment_detected\": \"manufacturing\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I get my material from here, so I take it from here. There is a vendor, I have contacted them, they arrange it for me.\", \"response\": \"Okay. Alright sir.\"}], \"call_summary\": \"The agent opened the call by asking for a requirement. The customer stated they had tried to contact JSW in the past without success and now use a local vendor. The agent acknowledged the statement and ended the call without attempting discovery or objection handling.\"}", "error": null, "latency_ms": 21093, "input_tokens": 2952, "output_tokens": 734, "created_at": "2026-09-25 11:30:21", "sentiment": "neutral", "sentiment_score": -0.055, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.33, "agent_talk_sec": 7.6, "customer_talk_sec": 15.4, "dead_air_sec": 53.0, "longest_monologue_sec": 1.9, "agent_wpm": 150.0, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 3, "words_agent": 19, "words_customer": 79, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851482871", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.89, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178851482871", "idx": 1, "speaker": "agent", "start_s": 1.1, "end_s": 1.53, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178851482871", "idx": 2, "speaker": "customer", "start_s": 1.7, "end_s": 2.1, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178851482871", "idx": 3, "speaker": "agent", "start_s": 2.6, "end_s": 3.8, "text_en": "Sonu", "text_native": "सोनू" }, { "ucid": "21112178851482871", "idx": 4, "speaker": "customer", "start_s": 4.0, "end_s": 4.3, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178851482871", "idx": 5, "speaker": "agent", "start_s": 4.7, "end_s": 5.0, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178851482871", "idx": 6, "speaker": "customer", "start_s": 5.3, "end_s": 6.1, "text_en": "Just fine, sir. Who is this?", "text_native": "बस बढ़िया है जी, कौन?" }, { "ucid": "21112178851482871", "idx": 7, "speaker": "agent", "start_s": 6.3, "end_s": 7.8, "text_en": "Rohit speaking from JSW.", "text_native": "रोहित बात कर रहा हूं JSW से।" }, { "ucid": "21112178851482871", "idx": 8, "speaker": "customer", "start_s": 8.0, "end_s": 8.8, "text_en": "Yes sir, tell me.", "text_native": "जी सर, बताइए।" }, { "ucid": "21112178851482871", "idx": 9, "speaker": "agent", "start_s": 9.1, "end_s": 11.0, "text_en": "Do you have any requirement right now?", "text_native": "कुछ अभी आपके requirement है क्या?" }, { "ucid": "21112178851482871", "idx": 10, "speaker": "customer", "start_s": 11.2, "end_s": 20.5, "text_en": "No sir, what happened is, I tried to contact you two or three times before. But I couldn't get in touch with you. Then I tried two or three times, and still couldn't contact. So then I just... from here locally... I get my material from here, so I take it from here.", "text_native": "नहीं सर, मैं क्या है, मैंने दो-तीन बार पहले भी आपके पास contact करने की कोशिश की। तो आपसे contact नहीं हो पाता है। फिर मैंने दो-तीन बार try किया, और फिर contact नहीं हुआ। तो फिर मैंने यहीं local से ही फिर मैंने मेरा माल यहीं से उठ जाता है, फिर मैं यहीं से ले लेता हूं।" }, { "ucid": "21112178851482871", "idx": 11, "speaker": "agent", "start_s": 20.7, "end_s": 21.8, "text_en": "Okay. Okay.", "text_native": "Okay. Okay." }, { "ucid": "21112178851482871", "idx": 12, "speaker": "customer", "start_s": 22.3, "end_s": 25.5, "text_en": "There is a vendor, I have contacted them, they arrange it for me.", "text_native": "एक vendor है उनसे मैं फिर मैंने contact कर रखा है, वो करवा देते हैं मेरा।" }, { "ucid": "21112178851482871", "idx": 13, "speaker": "agent", "start_s": 29.0, "end_s": 30.2, "text_en": "Okay. Alright sir.", "text_native": "Okay. ठीक है सर।" } ], "steps": [ { "ucid": "21112178851482871", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178851482871", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent skipped the hook and immediately asked for a requirement, which is a qualification step." }, { "ucid": "21112178851482871", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any discovery questions about the customer's business or procurement." }, { "ucid": "21112178851482871", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched as no discovery was conducted." }, { "ucid": "21112178851482871", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement right now?", "comment": "The agent successfully asked if there was a current requirement, which is the core intent of this step." }, { "ucid": "21112178851482871", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended with \"Alright sir\" without any committed next step." } ], "objections": [ { "ucid": "21112178851482871", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "I get my material from here, so I take it from here. There is a vendor, I have contacted them, they arrange it for me.", "response": "Okay. Alright sir." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }