{ "ucid": "21112178851965761", "call_date": "2026-09-04", "start_time": "2026-09-04 16:30:57", "end_time": "2026-09-04 16:32:19", "duration_sec": 82, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfd1b509523421ed10e7ea311adf9eb48.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 806, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851965761__DIAfd1b509523421ed10e7ea311adf9eb48.mp3", "audio_bytes": 172152, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 57.384, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[2s] CUSTOMER: Yes?\n[3s] AGENT: Sir, good evening. I'm Soumya, I'm calling you from JSW One.\n[6s] CUSTOMER: Huh? Calling from?\n[7s] AGENT: I'm calling you from JSW One platform, sir.\n[10s] CUSTOMER: Regarding?\n[11s] AGENT: So, there is an inquiry that you made on our portal for structural steel requirement.\n[15s] CUSTOMER: Hmm hmm.\n[16s] AGENT: I would like to understand uh what is the inquiry for? I mean, are you a manufacturer?\n[20s] CUSTOMER: You are calling from JS- JSW?\n[22s] AGENT: Correct. That's right.\n[24s] CUSTOMER: Okay, it was long back, four, five months back, I think. We don't require now.\n[28s] AGENT: Mhm.\n[28s] AGENT: There is no active inquiry right now?\n[30s] CUSTOMER: No, no.\n[32s] AGENT: Okay.", "language": "English", "languages": "[\"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: There is a slight echo on the customer's line.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 turns, clean transcript (0% 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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer says they have no current need, try to secure a future follow-up date before ending the call to keep the lead warm.", "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": "unknown", "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 portal inquiry for structural steel. The customer stated the inquiry was from 4-5 months ago and confirmed they have no current requirement. The agent accepted this and the call ended.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, good evening. I'm Soumya, I'm calling you from JSW One.\", \"comment\": \"The agent did not ask if it was a good time to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So, there is an inquiry that you made on our portal for structural steel requirement.\", \"comment\": \"The agent correctly used the customer's past inquiry as the hook to provide context for the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I mean, are you a manufacturer?\", \"comment\": \"The agent only managed to ask one discovery question before the customer shut down the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any discovery was made, so no pitch was possible.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"There is no active inquiry right now?\", \"comment\": \"After the customer stated the inquiry was old, the agent correctly asked to qualify if a current need exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without any attempt to establish a next step, such as a future callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current need, try to secure a future follow-up date before ending the call to keep the lead warm.\", \"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\": \"unknown\", \"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 portal inquiry for structural steel. The customer stated the inquiry was from 4-5 months ago and confirmed they have no current requirement. The agent accepted this and the call ended.\"}", "error": null, "latency_ms": 31989, "input_tokens": 2825, "output_tokens": 716, "created_at": "2026-09-25 11:28:49", "sentiment": "negative", "sentiment_score": -0.433, "sentiment_confidence": "high", "pos": 1, "neg": 6, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.636, "agent_talk_sec": 16.1, "customer_talk_sec": 9.2, "dead_air_sec": 56.7, "longest_monologue_sec": 3.8, "agent_wpm": 238.5, "interruptions": 0, "agent_turns": 9, "customer_turns": 8, "discovery_qs": 4, "words_agent": 64, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851965761", "idx": 0, "speaker": "customer", "start_s": 0.59, "end_s": 1.1, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178851965761", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 2.1, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178851965761", "idx": 2, "speaker": "customer", "start_s": 2.4, "end_s": 2.79, "text_en": "Yes?", "text_native": "Yes?" }, { "ucid": "21112178851965761", "idx": 3, "speaker": "agent", "start_s": 3.1, "end_s": 5.8, "text_en": "Sir, good evening. I'm Soumya, I'm calling you from JSW One.", "text_native": "Sir, good evening. I'm Soumya, I'm calling you from JSW One." }, { "ucid": "21112178851965761", "idx": 4, "speaker": "customer", "start_s": 6.2, "end_s": 7.0, "text_en": "Huh? Calling from?", "text_native": "Huh? Calling from?" }, { "ucid": "21112178851965761", "idx": 5, "speaker": "agent", "start_s": 7.1, "end_s": 9.2, "text_en": "I'm calling you from JSW One platform, sir.", "text_native": "I'm calling you from JSW One platform, sir." }, { "ucid": "21112178851965761", "idx": 6, "speaker": "customer", "start_s": 9.8, "end_s": 10.5, "text_en": "Regarding?", "text_native": "Regarding?" }, { "ucid": "21112178851965761", "idx": 7, "speaker": "agent", "start_s": 10.9, "end_s": 14.5, "text_en": "So, there is an inquiry that you made on our portal for structural steel requirement.", "text_native": "So, there is an inquiry that you made on our portal for structural steel requirement." }, { "ucid": "21112178851965761", "idx": 8, "speaker": "customer", "start_s": 15.0, "end_s": 15.5, "text_en": "Hmm hmm.", "text_native": "Hmm hmm." }, { "ucid": "21112178851965761", "idx": 9, "speaker": "agent", "start_s": 16.0, "end_s": 19.8, "text_en": "I would like to understand uh what is the inquiry for? I mean, are you a manufacturer?", "text_native": "I would like to understand uh what is the inquiry for? I mean, are you a manufacturer?" }, { "ucid": "21112178851965761", "idx": 10, "speaker": "customer", "start_s": 20.2, "end_s": 22.0, "text_en": "You are calling from JS- JSW?", "text_native": "You are calling from JS- JSW?" }, { "ucid": "21112178851965761", "idx": 11, "speaker": "agent", "start_s": 22.2, "end_s": 23.2, "text_en": "Correct. That's right.", "text_native": "Correct. That's right." }, { "ucid": "21112178851965761", "idx": 12, "speaker": "customer", "start_s": 23.6, "end_s": 27.5, "text_en": "Okay, it was long back, four, five months back, I think. We don't require now.", "text_native": "Okay, it was long back, four, five months back, I think. We don't require now." }, { "ucid": "21112178851965761", "idx": 13, "speaker": "agent", "start_s": 27.8, "end_s": 28.2, "text_en": "Mhm.", "text_native": "Mhm." }, { "ucid": "21112178851965761", "idx": 14, "speaker": "agent", "start_s": 28.5, "end_s": 30.0, "text_en": "There is no active inquiry right now?", "text_native": "There is no active inquiry right now?" }, { "ucid": "21112178851965761", "idx": 15, "speaker": "customer", "start_s": 30.2, "end_s": 30.8, "text_en": "No, no.", "text_native": "No, no." }, { "ucid": "21112178851965761", "idx": 16, "speaker": "agent", "start_s": 31.5, "end_s": 32.0, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178851965761", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, good evening. I'm Soumya, I'm calling you from JSW One.", "comment": "The agent did not ask if it was a good time to speak, which is a required part of the opener." }, { "ucid": "21112178851965761", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So, there is an inquiry that you made on our portal for structural steel requirement.", "comment": "The agent correctly used the customer's past inquiry as the hook to provide context for the call." }, { "ucid": "21112178851965761", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "I mean, are you a manufacturer?", "comment": "The agent only managed to ask one discovery question before the customer shut down the conversation." }, { "ucid": "21112178851965761", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any discovery was made, so no pitch was possible." }, { "ucid": "21112178851965761", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "There is no active inquiry right now?", "comment": "After the customer stated the inquiry was old, the agent correctly asked to qualify if a current need exists." }, { "ucid": "21112178851965761", "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 without any attempt to establish a next step, such as a future callback date." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }