{ "ucid": "21112178851988511", "call_date": "2026-09-04", "start_time": "2026-09-04 16:34:45", "end_time": "2026-09-04 16:37:06", "duration_sec": 141, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe96643563109b0ff1d863c7fc28c2354.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 805, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851988511__DIAe96643563109b0ff1d863c7fc28c2354.mp3", "audio_bytes": 346896, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 115.632, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello? (हेलो?)\n[3s] CUSTOMER: Yes? (हांजी?)\n[4s] AGENT: Uh yes. Good evening. This is Kartik speaking from JSW One. (अह हांजी। गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।)\n[7s] CUSTOMER: Yes sir, tell me. (हांजी सर, बोलिए।)\n[8s] AGENT: Uh yes. I'm speaking with Vikas Steel, right? (अह हांजी। अह विकास स्टील से बात कर रहे हैं ना?)\n[10s] CUSTOMER: Yes. (हांजी।)\n[11s] AGENT: Yes. Uh ma'am, do you handle purchasing here, in your firm? (हांजी। अह मैम आप परचेसिंग देखते हैं क्या इसमें, अपने फॉर्म में?)\n[14s] CUSTOMER: No, my husband handles purchasing. (नहीं, परचेसिंग मेरे हस्बैंड देखते हैं।)\n[15s] AGENT: Okay, your husband, okay, you had probably given Ravi ji's number. (अच्छा, आपके हस्बैंड, अच्छा रवि जी का नंबर दिया था आपने शायद।)\n[18s] CUSTOMER: Yes, yes, yes but sir, that's the thing, it doesn't come, there's no revert from there. (यस, यस, यस पर सर वही वही नहीं आता, वहां से रिवर्ट नहीं आता।)\n[21s] AGENT: Regarding the revert, ma'am, I guess you had created it in the cart. Yes or (रिवर्ट तो मैम आपका आई गेस आपने कार्ट पे बनाया था। हां या)\n[24s] CUSTOMER: It doesn't come, sir. (नहीं आता सर।)\n[25s] CUSTOMER: It doesn't come, sir. He has put in the requirement for material there so many times. I also have an idea, but no revert comes. (नहीं आता सर, वो कितनी बार उन्होंने वहां पे माल की रिक्वायरमेंट के लिए भी डाला है। मुझे भी आईडिया है बट कोई रिवर्ट नहीं आता।)\n[29s] AGENT: Hmm. For 5 mm, they, yes, I am looking at that. To whom it was assigned (हम्म। 5 mm का तो इन्होंने, हां वो मैं देख रहा हूं। जिसे असाइन)\n[32s] CUSTOMER: Because I have complained about this many times that you people call but don't revert, neither do you take a response from the person, nor do you work on the person's request. You just call and keep asking, 'yes, your demand', but when the customer tells you, you don't work on it at all. (क्योंकि मैं इस बारे में बहुत बार कंप्लेंट कर चुकी हूं कि आप लोग फोन करते हो बट रिवर्ट नहीं, ना तो आप पर्सन से रिस्पांस लेते हो, ना पर्सन की उसपे काम करते हो। सिर्फ आप फोन करके सिर्फ पूछते रहते हो कि हां जी आपकी डिमांड, बट जब कस्टमर बताता है तब आप उसपे वर्क ही नहीं करते हो।)\n[41s] CUSTOMER: I don't know where, at which end the problem is. (मुझे नहीं पता कि कहां, कौनसे एंड पे प्रॉब्लम है।)\n[44s] AGENT: Hmm no ma'am, the person to whom your query was assigned, I guess they didn't take any action on it. (हम्म नहीं मैम जिसको आपका क्वेरी असाइन हुआ था आई गेस उन्होंने एक्शन नहीं लिया इसपे।)\n[47s] CUSTOMER: I don't know, sir. You should talk to Ravi ji directly once, because every time they talk, when I get a call, I also transfer the call to him, get them to talk, and give his number. So they do talk to him, but still, that call doesn't happen from your side, meaning it's not completed from there. Meaning we don't get the order at all. Sometimes there's some problem, they don't even talk. They just ask what you need, and after that, no one calls again. (मुझे नहीं सर पता। आप एक बारी फिर रवि जी से ही बात कर लीजिए डायरेक्ट क्योंकि हर बारी वो बात करते हैं जब मतलब मेरे को कॉल आता है मैं उनको कॉल ट्रांसफर भी करती हूं, उनसे बात भी करवाती हूं, उनका नंबर भी देती हूं। तो उनसे बात भी करते हैं बट वो फिर भी वो कॉल वो नहीं होती आपकी, मतलब वहां से वो कंप्लीट नहीं होती। मतलब हमें ऑर्डर मिलता ही नहीं है। कभी कोई प्रॉब्लम, वो बात ही नहीं करते हैं। बस पूछते हैं आपको क्या चाहिए, उसके बाद दोबारा कोई कॉल ही नहीं करता दोबारा से।)\n[60s] CUSTOMER: We also get the requirement written down that we need this thing, we need that thing. No revert comes back from there. (हम रिक्वायरमेंट भी लिखवाते हैं कि हमें यह चीज चाहिए, हमें यह चीज चाहिए। वहां से कोई रिवर्ट बैक नहीं आता।)\n[64s] AGENT: Yes, no ma'am, I will look into it now after talking to them once. (हां नहीं मैम अभी मैं देखता हूं एक बारी उनसे बात करके।)\n[66s] CUSTOMER: Please sir, do talk. (प्लीज सर, कर लीजिए बात।)\n[67s] AGENT: Yes, yes, okay. (हांजी हांजी ओके।)\n[68s] CUSTOMER: Okay sir. (ओके सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: The customer's voice is slightly louder than the agent's, but both are clearly audible.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 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 call begins with a service complaint, first acknowledge the issue, then set a firm, time-bound next step for resolution before attempting to pivot or ending the call.", "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 call was immediately derailed by the customer, who raised a strong complaint about not receiving any response to previous requirements submitted. The agent spent the call listening to the complaint and did not execute any part of the sales pitch. The call ended with the agent promising to investigate the past service failure without setting a firm timeline for resolution.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not get to deliver a hook as the customer immediately started with a service complaint.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions; the entire call was spent addressing the customer's complaint about past interactions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask about a current requirement or attempt to qualify the customer.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, no ma'am, I will look into it now after talking to them once.\", \"comment\": \"The next step was vague and lacked a specific, committed action or timeline for a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a call begins with a service complaint, first acknowledge the issue, then set a firm, time-bound next step for resolution before attempting to pivot or ending the call.\", \"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\": [], \"call_summary\": \"The call was immediately derailed by the customer, who raised a strong complaint about not receiving any response to previous requirements submitted. The agent spent the call listening to the complaint and did not execute any part of the sales pitch. The call ended with the agent promising to investigate the past service failure without setting a firm timeline for resolution.\"}", "error": null, "latency_ms": 56418, "input_tokens": 3750, "output_tokens": 695, "created_at": "2026-09-25 11:29:11", "sentiment": "negative", "sentiment_score": -0.497, "sentiment_confidence": "high", "pos": 1, "neg": 20, "lex_hits": 16, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.36, "agent_talk_sec": 21.3, "customer_talk_sec": 37.8, "dead_air_sec": 81.9, "longest_monologue_sec": 2.9, "agent_wpm": 309.9, "interruptions": 0, "agent_turns": 10, "customer_turns": 14, "discovery_qs": 3, "words_agent": 110, "words_customer": 236, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851988511", "idx": 0, "speaker": "customer", "start_s": 0.67, "end_s": 1.27, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178851988511", "idx": 1, "speaker": "agent", "start_s": 2.2, "end_s": 2.66, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178851988511", "idx": 2, "speaker": "customer", "start_s": 2.97, "end_s": 3.37, "text_en": "Yes?", "text_native": "हांजी?" }, { "ucid": "21112178851988511", "idx": 3, "speaker": "agent", "start_s": 3.9, "end_s": 6.8, "text_en": "Uh yes. Good evening. This is Kartik speaking from JSW One.", "text_native": "अह हांजी। गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।" }, { "ucid": "21112178851988511", "idx": 4, "speaker": "customer", "start_s": 7.08, "end_s": 7.8, "text_en": "Yes sir, tell me.", "text_native": "हांजी सर, बोलिए।" }, { "ucid": "21112178851988511", "idx": 5, "speaker": "agent", "start_s": 8.16, "end_s": 10.16, "text_en": "Uh yes. I'm speaking with Vikas Steel, right?", "text_native": "अह हांजी। अह विकास स्टील से बात कर रहे हैं ना?" }, { "ucid": "21112178851988511", "idx": 6, "speaker": "customer", "start_s": 10.3, "end_s": 10.68, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178851988511", "idx": 7, "speaker": "agent", "start_s": 11.0, "end_s": 13.2, "text_en": "Yes. Uh ma'am, do you handle purchasing here, in your firm?", "text_native": "हांजी। अह मैम आप परचेसिंग देखते हैं क्या इसमें, अपने फॉर्म में?" }, { "ucid": "21112178851988511", "idx": 8, "speaker": "customer", "start_s": 13.5, "end_s": 15.1, "text_en": "No, my husband handles purchasing.", "text_native": "नहीं, परचेसिंग मेरे हस्बैंड देखते हैं।" }, { "ucid": "21112178851988511", "idx": 9, "speaker": "agent", "start_s": 15.4, "end_s": 17.9, "text_en": "Okay, your husband, okay, you had probably given Ravi ji's number.", "text_native": "अच्छा, आपके हस्बैंड, अच्छा रवि जी का नंबर दिया था आपने शायद।" }, { "ucid": "21112178851988511", "idx": 10, "speaker": "customer", "start_s": 18.2, "end_s": 20.6, "text_en": "Yes, yes, yes but sir, that's the thing, it doesn't come, there's no revert from there.", "text_native": "यस, यस, यस पर सर वही वही नहीं आता, वहां से रिवर्ट नहीं आता।" }, { "ucid": "21112178851988511", "idx": 11, "speaker": "agent", "start_s": 21.2, "end_s": 23.6, "text_en": "Regarding the revert, ma'am, I guess you had created it in the cart. Yes or", "text_native": "रिवर्ट तो मैम आपका आई गेस आपने कार्ट पे बनाया था। हां या" }, { "ucid": "21112178851988511", "idx": 12, "speaker": "customer", "start_s": 23.6, "end_s": 24.1, "text_en": "It doesn't come, sir.", "text_native": "नहीं आता सर।" }, { "ucid": "21112178851988511", "idx": 13, "speaker": "customer", "start_s": 24.6, "end_s": 28.1, "text_en": "It doesn't come, sir. He has put in the requirement for material there so many times. I also have an idea, but no revert comes.", "text_native": "नहीं आता सर, वो कितनी बार उन्होंने वहां पे माल की रिक्वायरमेंट के लिए भी डाला है। मुझे भी आईडिया है बट कोई रिवर्ट नहीं आता।" }, { "ucid": "21112178851988511", "idx": 14, "speaker": "agent", "start_s": 29.4, "end_s": 32.2, "text_en": "Hmm. For 5 mm, they, yes, I am looking at that. To whom it was assigned", "text_native": "हम्म। 5 mm का तो इन्होंने, हां वो मैं देख रहा हूं। जिसे असाइन" }, { "ucid": "21112178851988511", "idx": 15, "speaker": "customer", "start_s": 32.2, "end_s": 40.4, "text_en": "Because I have complained about this many times that you people call but don't revert, neither do you take a response from the person, nor do you work on the person's request. You just call and keep asking, 'yes, your demand', but when the customer tells you, you don't work on it at all.", "text_native": "क्योंकि मैं इस बारे में बहुत बार कंप्लेंट कर चुकी हूं कि आप लोग फोन करते हो बट रिवर्ट नहीं, ना तो आप पर्सन से रिस्पांस लेते हो, ना पर्सन की उसपे काम करते हो। सिर्फ आप फोन करके सिर्फ पूछते रहते हो कि हां जी आपकी डिमांड, बट जब कस्टमर बताता है तब आप उसपे वर्क ही नहीं करते हो।" }, { "ucid": "21112178851988511", "idx": 16, "speaker": "customer", "start_s": 41.0, "end_s": 43.1, "text_en": "I don't know where, at which end the problem is.", "text_native": "मुझे नहीं पता कि कहां, कौनसे एंड पे प्रॉब्लम है।" }, { "ucid": "21112178851988511", "idx": 17, "speaker": "agent", "start_s": 43.8, "end_s": 46.6, "text_en": "Hmm no ma'am, the person to whom your query was assigned, I guess they didn't take any action on it.", "text_native": "हम्म नहीं मैम जिसको आपका क्वेरी असाइन हुआ था आई गेस उन्होंने एक्शन नहीं लिया इसपे।" }, { "ucid": "21112178851988511", "idx": 18, "speaker": "customer", "start_s": 46.9, "end_s": 59.9, "text_en": "I don't know, sir. You should talk to Ravi ji directly once, because every time they talk, when I get a call, I also transfer the call to him, get them to talk, and give his number. So they do talk to him, but still, that call doesn't happen from your side, meaning it's not completed from there. Meaning we don't get the order at all. Sometimes there's some problem, they don't even talk. They just ask what you need, and after that, no one calls again.", "text_native": "मुझे नहीं सर पता। आप एक बारी फिर रवि जी से ही बात कर लीजिए डायरेक्ट क्योंकि हर बारी वो बात करते हैं जब मतलब मेरे को कॉल आता है मैं उनको कॉल ट्रांसफर भी करती हूं, उनसे बात भी करवाती हूं, उनका नंबर भी देती हूं। तो उनसे बात भी करते हैं बट वो फिर भी वो कॉल वो नहीं होती आपकी, मतलब वहां से वो कंप्लीट नहीं होती। मतलब हमें ऑर्डर मिलता ही नहीं है। कभी कोई प्रॉब्लम, वो बात ही नहीं करते हैं। बस पूछते हैं आपको क्या चाहिए, उसके बाद दोबारा कोई कॉल ही नहीं करता दोबारा से।" }, { "ucid": "21112178851988511", "idx": 19, "speaker": "customer", "start_s": 60.2, "end_s": 63.2, "text_en": "We also get the requirement written down that we need this thing, we need that thing. No revert comes back from there.", "text_native": "हम रिक्वायरमेंट भी लिखवाते हैं कि हमें यह चीज चाहिए, हमें यह चीज चाहिए। वहां से कोई रिवर्ट बैक नहीं आता।" }, { "ucid": "21112178851988511", "idx": 20, "speaker": "agent", "start_s": 63.6, "end_s": 65.9, "text_en": "Yes, no ma'am, I will look into it now after talking to them once.", "text_native": "हां नहीं मैम अभी मैं देखता हूं एक बारी उनसे बात करके।" }, { "ucid": "21112178851988511", "idx": 21, "speaker": "customer", "start_s": 66.2, "end_s": 67.1, "text_en": "Please sir, do talk.", "text_native": "प्लीज सर, कर लीजिए बात।" }, { "ucid": "21112178851988511", "idx": 22, "speaker": "agent", "start_s": 67.1, "end_s": 68.0, "text_en": "Yes, yes, okay.", "text_native": "हांजी हांजी ओके।" }, { "ucid": "21112178851988511", "idx": 23, "speaker": "customer", "start_s": 68.4, "end_s": 68.9, "text_en": "Okay sir.", "text_native": "ओके सर।" } ], "steps": [ { "ucid": "21112178851988511", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak, which is a required part of the opener." }, { "ucid": "21112178851988511", "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 get to deliver a hook as the customer immediately started with a service complaint." }, { "ucid": "21112178851988511", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions; the entire call was spent addressing the customer's complaint about past interactions." }, { "ucid": "21112178851988511", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was conducted, and consequently, no USPs were pitched." }, { "ucid": "21112178851988511", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask about a current requirement or attempt to qualify the customer." }, { "ucid": "21112178851988511", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, no ma'am, I will look into it now after talking to them once.", "comment": "The next step was vague and lacked a specific, committed action or timeline for a 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": [] }