{ "ucid": "21112178851540011", "call_date": "2026-09-04", "start_time": "2026-09-04 15:19:59", "end_time": "2026-09-04 15:21:20", "duration_sec": 81, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA70564a1a8b50cd3d18f8735ef2153b87.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 836, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851540011__DIA70564a1a8b50cd3d18f8735ef2153b87.mp3", "audio_bytes": 190728, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 63.576, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Yes. (हांजी।)\n[2s] AGENT: Yes sir, Kartik speaking from JSW One. (हांजी सर, कार्तिक बात कर रहा हूं JSW One से।)\n[4s] CUSTOMER: Yes? (जी?)\n[5s] CUSTOMER: From where, brother? (कहां से भैया?)\n[6s] AGENT: From JSW One, sir. (JSW One से सर।)\n[7s] CUSTOMER: Yes? (हां?)\n[8s] AGENT: Hello, can you hear me? (Hello, आवाज आ रही है मेरी?)\n[9s] CUSTOMER: Yes brother, I can hear you. From where? (हांजी भैया, आ रही है। कहां से?)\n[10s] AGENT: Yes, sir from JSW One, Jindal Steels. (हांजी, सर JSW One से, Jindal Steels।)\n[12s] AGENT: We had an inquiry from you, right? (आपका एक inquiry था ना हमारे पास में?)\n[14s] AGENT: For HR sheets. (HR sheets का।)\n[15s] CUSTOMER: Okay. (अच्छा जी।)\n[16s] CUSTOMER: Yes, yes. Brother, BR's, BR's call is on divert. (हांजी हांजी। भैया बी आर का, बी आर का कॉल ना divert लगा हुआ है।)\n[18s] AGENT: Yes, yes. (हां हां।)\n[19s] CUSTOMER: So you can call by 5 o'clock. (तो आप पांच बजे तक फोन कर लेना।)\n[21s] AGENT: Okay. (अच्छा।)\n[21s] CUSTOMER: His call is diverted to my number. (उनका ना कॉल मेरा divert में लगा हुआ है जी।)\n[23s] AGENT: Okay okay, okay okay. (अच्छा अच्छा, okay okay.)\n[24s] CUSTOMER: Call Prince, I will give him your message. Are you from HR sheet? (Prince नु फोन करियो, मैं आपका मेसेज दे दूंगा उनको। HR sheet से हो आप?)\n[28s] AGENT: Yes, yes. (हां हां।)\n[28s] CUSTOMER: Okay sir, I will give your message. (ठीक है जी, मैं आपका मेसेज दे दूंगा जी।)\n[29s] AGENT: I am calling from JSW regarding HR sheet. He needs to buy HR sheet, JSW. (HR sheet में JSW से बात कर रहा हूं। HR sheet उन्हें खरीदना है, JSW।)\n[32s] CUSTOMER: Okay. I'll give your... brother, call at 5:30, at 5 o'clock. (ठीक है। मैं आपका, भैया साढ़े पांच बजे फोन कर लेना, पांच बजे।)\n[35s] AGENT: Alright, okay okay okay. (चलो okay okay okay.)\n[36s] CUSTOMER: Yes. (जी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: The customer's speech has some Punjabi influence.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When following up on an inquiry, remember to still open with a strong supply or price hook to immediately create interest before confirming details.", "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 regarding a past inquiry for HR sheets. The person who answered informed the agent that the intended contact's phone was diverted to their number. The agent was asked to call back at 5:00 PM, agreed to do so, and the call concluded.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, Kartik speaking from JSW One.\", \"comment\": \"The agent introduced themself and the company, and correctly handled the customer's unavailability by agreeing to a callback time instead of pushing.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent referenced a past inquiry ('We had an inquiry from you, right?') instead of delivering a supply or price hook to create immediate value.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before discovery could begin as the agent reached the wrong person.\"}, {\"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 did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"call at 5:30, at 5 o'clock. [AGENT] Alright, okay okay okay.\", \"comment\": \"Agent secured a commitment for a specific callback time, which is a valid next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When following up on an inquiry, remember to still open with a strong supply or price hook to immediately create interest before confirming details.\", \"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 regarding a past inquiry for HR sheets. The person who answered informed the agent that the intended contact's phone was diverted to their number. The agent was asked to call back at 5:00 PM, agreed to do so, and the call concluded.\"}", "error": null, "latency_ms": 32192, "input_tokens": 3231, "output_tokens": 696, "created_at": "2026-09-25 11:30:17", "sentiment": "positive", "sentiment_score": 0.556, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.467, "agent_talk_sec": 14.2, "customer_talk_sec": 16.2, "dead_air_sec": 50.6, "longest_monologue_sec": 4.1, "agent_wpm": 262.0, "interruptions": 0, "agent_turns": 13, "customer_turns": 13, "discovery_qs": 2, "words_agent": 62, "words_customer": 71, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851540011", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.2, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851540011", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 1.78, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178851540011", "idx": 2, "speaker": "agent", "start_s": 2.2, "end_s": 4.4, "text_en": "Yes sir, Kartik speaking from JSW One.", "text_native": "हांजी सर, कार्तिक बात कर रहा हूं JSW One से।" }, { "ucid": "21112178851540011", "idx": 3, "speaker": "customer", "start_s": 4.4, "end_s": 4.6, "text_en": "Yes?", "text_native": "जी?" }, { "ucid": "21112178851540011", "idx": 4, "speaker": "customer", "start_s": 5.0, "end_s": 5.6, "text_en": "From where, brother?", "text_native": "कहां से भैया?" }, { "ucid": "21112178851540011", "idx": 5, "speaker": "agent", "start_s": 5.7, "end_s": 6.4, "text_en": "From JSW One, sir.", "text_native": "JSW One से सर।" }, { "ucid": "21112178851540011", "idx": 6, "speaker": "customer", "start_s": 7.1, "end_s": 7.4, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178851540011", "idx": 7, "speaker": "agent", "start_s": 7.7, "end_s": 8.6, "text_en": "Hello, can you hear me?", "text_native": "Hello, आवाज आ रही है मेरी?" }, { "ucid": "21112178851540011", "idx": 8, "speaker": "customer", "start_s": 8.8, "end_s": 9.8, "text_en": "Yes brother, I can hear you. From where?", "text_native": "हांजी भैया, आ रही है। कहां से?" }, { "ucid": "21112178851540011", "idx": 9, "speaker": "agent", "start_s": 9.8, "end_s": 11.8, "text_en": "Yes, sir from JSW One, Jindal Steels.", "text_native": "हांजी, सर JSW One से, Jindal Steels।" }, { "ucid": "21112178851540011", "idx": 10, "speaker": "agent", "start_s": 12.2, "end_s": 13.7, "text_en": "We had an inquiry from you, right?", "text_native": "आपका एक inquiry था ना हमारे पास में?" }, { "ucid": "21112178851540011", "idx": 11, "speaker": "agent", "start_s": 14.1, "end_s": 14.7, "text_en": "For HR sheets.", "text_native": "HR sheets का।" }, { "ucid": "21112178851540011", "idx": 12, "speaker": "customer", "start_s": 15.1, "end_s": 15.6, "text_en": "Okay.", "text_native": "अच्छा जी।" }, { "ucid": "21112178851540011", "idx": 13, "speaker": "customer", "start_s": 15.8, "end_s": 18.4, "text_en": "Yes, yes. Brother, BR's, BR's call is on divert.", "text_native": "हांजी हांजी। भैया बी आर का, बी आर का कॉल ना divert लगा हुआ है।" }, { "ucid": "21112178851540011", "idx": 14, "speaker": "agent", "start_s": 18.5, "end_s": 18.8, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178851540011", "idx": 15, "speaker": "customer", "start_s": 19.0, "end_s": 20.6, "text_en": "So you can call by 5 o'clock.", "text_native": "तो आप पांच बजे तक फोन कर लेना।" }, { "ucid": "21112178851540011", "idx": 16, "speaker": "agent", "start_s": 20.9, "end_s": 21.2, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178851540011", "idx": 17, "speaker": "customer", "start_s": 21.4, "end_s": 23.2, "text_en": "His call is diverted to my number.", "text_native": "उनका ना कॉल मेरा divert में लगा हुआ है जी।" }, { "ucid": "21112178851540011", "idx": 18, "speaker": "agent", "start_s": 23.3, "end_s": 24.2, "text_en": "Okay okay, okay okay.", "text_native": "अच्छा अच्छा, okay okay." }, { "ucid": "21112178851540011", "idx": 19, "speaker": "customer", "start_s": 24.2, "end_s": 27.5, "text_en": "Call Prince, I will give him your message. Are you from HR sheet?", "text_native": "Prince नु फोन करियो, मैं आपका मेसेज दे दूंगा उनको। HR sheet से हो आप?" }, { "ucid": "21112178851540011", "idx": 20, "speaker": "agent", "start_s": 27.6, "end_s": 28.0, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178851540011", "idx": 21, "speaker": "customer", "start_s": 28.1, "end_s": 29.3, "text_en": "Okay sir, I will give your message.", "text_native": "ठीक है जी, मैं आपका मेसेज दे दूंगा जी।" }, { "ucid": "21112178851540011", "idx": 22, "speaker": "agent", "start_s": 29.3, "end_s": 32.4, "text_en": "I am calling from JSW regarding HR sheet. He needs to buy HR sheet, JSW.", "text_native": "HR sheet में JSW से बात कर रहा हूं। HR sheet उन्हें खरीदना है, JSW।" }, { "ucid": "21112178851540011", "idx": 23, "speaker": "customer", "start_s": 32.5, "end_s": 35.0, "text_en": "Okay. I'll give your... brother, call at 5:30, at 5 o'clock.", "text_native": "ठीक है। मैं आपका, भैया साढ़े पांच बजे फोन कर लेना, पांच बजे।" }, { "ucid": "21112178851540011", "idx": 24, "speaker": "agent", "start_s": 35.1, "end_s": 36.0, "text_en": "Alright, okay okay okay.", "text_native": "चलो okay okay okay." }, { "ucid": "21112178851540011", "idx": 25, "speaker": "customer", "start_s": 36.1, "end_s": 36.4, "text_en": "Yes.", "text_native": "जी।" } ], "steps": [ { "ucid": "21112178851540011", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes sir, Kartik speaking from JSW One.", "comment": "The agent introduced themself and the company, and correctly handled the customer's unavailability by agreeing to a callback time instead of pushing." }, { "ucid": "21112178851540011", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent referenced a past inquiry ('We had an inquiry from you, right?') instead of delivering a supply or price hook to create immediate value." }, { "ucid": "21112178851540011", "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 discovery could begin as the agent reached the wrong person." }, { "ucid": "21112178851540011", "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": "21112178851540011", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the qualification stage." }, { "ucid": "21112178851540011", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "call at 5:30, at 5 o'clock. [AGENT] Alright, okay okay okay.", "comment": "Agent secured a commitment for a specific callback time, which is a valid next step." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }