{ "ucid": "21112178876609791", "call_date": "2026-09-07", "start_time": "2026-09-07 12:58:17", "end_time": "2026-09-07 12:59:08", "duration_sec": 51, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9107ca1dce2325110884258213867305.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 734, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178876609791__DIA9107ca1dce2325110884258213867305.mp3", "audio_bytes": 108648, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 36.216, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello? (हॅलो?)\n[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Sanoj ji, Abdul speaking, sir, from JSW. (सनोज जी, अब्दुल बात कर रहा हूं सर, JSW से।)\n[5s] CUSTOMER: Who is speaking? (कौन बात कर रहा है?)\n[6s] AGENT: Abdul Abdul, I had spoken to you sir a day or two ago, there was an inquiry for designing, you had said (अब्दुल अब्दुल, आपसे बात हुई थी सर एक-दो दिन पहले, inquiry था designing के लिए, आपने बोला था)\n[9s] CUSTOMER: No no sir, once it's formed, right, there have been a lot of design changes even now. Let that be finalized, confirmed, I will send you the inquiry. (नहीं नहीं सर, एक बार form हो जाएगा ना, अभी भी काफी सारा design changes आया है। वो final होने दीजिए, confirm, मैं आपको inquiry भेज दूंगा।)\n[15s] AGENT: How much time will it take, sir? Actually the rate is increasing, that's why I was saying. The rate is increasing a lot in the market right now. (कितना टाइम लगेगा सर? Actually rate बढ़ रहा है इसलिए मैं बोल रहा था। अभी rate बहुत increase कर रहा है market में।)\n[18s] CUSTOMER: It depends on the design team. When the design team gets it approved and gives it, only after that will I send it, right? (Design team के ऊपर depend करता है। Design team जब भी okay करा के देगा, उसके बाद ही भेजेंगे ना।)\n[22s] AGENT: Yes. (हां।)\n[22s] CUSTOMER: Yes. (हां।)\n[23s] AGENT: Okay sir, whatever happens, you tell me then, okay? (ठीक है सर, जैसा होगा आप फिर आप मुझे बताइए, ठीक है?)\n[25s] CUSTOMER: Okay. (ठीक है।)\n[26s] AGENT: Okay sir, thank you sir.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: There is some minor background noise, but it does not affect transcription quality.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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 customer gives an indefinite timeline, secure a specific date for your next follow-up call instead of leaving it to them to contact you.", "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 made a follow-up call regarding a previous inquiry. The customer explained that the project design is still undergoing changes and is not yet final. The agent attempted to create urgency by mentioning rising market prices, but the customer maintained he would send the inquiry only after the design is confirmed, so the agent ended the call with a passive next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a hook; he referenced a prior conversation and only mentioned price later as a rebuttal.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer was not ready to discuss the requirement.\"}, {\"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 agent did not capture any requirement details as the customer's design was not yet finalized.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"ठीक है सर, जैसा होगा आप फिर आप मुझे बताइए, ठीक है?\", \"comment\": \"The agent left the next step with the customer instead of committing to a specific follow-up date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives an indefinite timeline, secure a specific date for your next follow-up call instead of leaving it to them to contact you.\", \"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 agent made a follow-up call regarding a previous inquiry. The customer explained that the project design is still undergoing changes and is not yet final. The agent attempted to create urgency by mentioning rising market prices, but the customer maintained he would send the inquiry only after the design is confirmed, so the agent ended the call with a passive next step.\"}", "error": null, "latency_ms": 28687, "input_tokens": 3006, "output_tokens": 690, "created_at": "2026-09-25 11:25:34", "sentiment": "positive", "sentiment_score": 0.287, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.533, "agent_talk_sec": 12.8, "customer_talk_sec": 11.2, "dead_air_sec": 27.0, "longest_monologue_sec": 3.4, "agent_wpm": 342.2, "interruptions": 0, "agent_turns": 7, "customer_turns": 6, "discovery_qs": 3, "words_agent": 73, "words_customer": 58, "monologue_heavy": 0, "turns": [ { "ucid": "21112178876609791", "idx": 0, "speaker": "agent", "start_s": 0.37, "end_s": 0.91, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178876609791", "idx": 1, "speaker": "customer", "start_s": 1.31, "end_s": 1.71, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178876609791", "idx": 2, "speaker": "agent", "start_s": 2.0, "end_s": 4.26, "text_en": "Sanoj ji, Abdul speaking, sir, from JSW.", "text_native": "सनोज जी, अब्दुल बात कर रहा हूं सर, JSW से।" }, { "ucid": "21112178876609791", "idx": 3, "speaker": "customer", "start_s": 4.83, "end_s": 5.67, "text_en": "Who is speaking?", "text_native": "कौन बात कर रहा है?" }, { "ucid": "21112178876609791", "idx": 4, "speaker": "agent", "start_s": 5.83, "end_s": 9.2, "text_en": "Abdul Abdul, I had spoken to you sir a day or two ago, there was an inquiry for designing, you had said", "text_native": "अब्दुल अब्दुल, आपसे बात हुई थी सर एक-दो दिन पहले, inquiry था designing के लिए, आपने बोला था" }, { "ucid": "21112178876609791", "idx": 5, "speaker": "customer", "start_s": 9.2, "end_s": 14.54, "text_en": "No no sir, once it's formed, right, there have been a lot of design changes even now. Let that be finalized, confirmed, I will send you the inquiry.", "text_native": "नहीं नहीं सर, एक बार form हो जाएगा ना, अभी भी काफी सारा design changes आया है। वो final होने दीजिए, confirm, मैं आपको inquiry भेज दूंगा।" }, { "ucid": "21112178876609791", "idx": 6, "speaker": "agent", "start_s": 14.8, "end_s": 18.24, "text_en": "How much time will it take, sir? Actually the rate is increasing, that's why I was saying. The rate is increasing a lot in the market right now.", "text_native": "कितना टाइम लगेगा सर? Actually rate बढ़ रहा है इसलिए मैं बोल रहा था। अभी rate बहुत increase कर रहा है market में।" }, { "ucid": "21112178876609791", "idx": 7, "speaker": "customer", "start_s": 18.24, "end_s": 22.18, "text_en": "It depends on the design team. When the design team gets it approved and gives it, only after that will I send it, right?", "text_native": "Design team के ऊपर depend करता है। Design team जब भी okay करा के देगा, उसके बाद ही भेजेंगे ना।" }, { "ucid": "21112178876609791", "idx": 8, "speaker": "agent", "start_s": 22.18, "end_s": 22.5, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178876609791", "idx": 9, "speaker": "customer", "start_s": 22.5, "end_s": 22.8, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178876609791", "idx": 10, "speaker": "agent", "start_s": 22.9, "end_s": 25.0, "text_en": "Okay sir, whatever happens, you tell me then, okay?", "text_native": "ठीक है सर, जैसा होगा आप फिर आप मुझे बताइए, ठीक है?" }, { "ucid": "21112178876609791", "idx": 11, "speaker": "customer", "start_s": 25.2, "end_s": 25.6, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178876609791", "idx": 12, "speaker": "agent", "start_s": 26.0, "end_s": 26.8, "text_en": "Okay sir, thank you sir.", "text_native": "Okay sir, thank you sir." } ], "steps": [ { "ucid": "21112178876609791", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent identified himself and the company but did not ask for permission to speak." }, { "ucid": "21112178876609791", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not lead with a hook; he referenced a prior conversation and only mentioned price later as a rebuttal." }, { "ucid": "21112178876609791", "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 was not ready to discuss the requirement." }, { "ucid": "21112178876609791", "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": "21112178876609791", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not capture any requirement details as the customer's design was not yet finalized." }, { "ucid": "21112178876609791", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "ठीक है सर, जैसा होगा आप फिर आप मुझे बताइए, ठीक है?", "comment": "The agent left the next step with the customer instead of committing to a specific follow-up date." } ], "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": [] }