{ "ucid": "21112178877608451", "call_date": "2026-09-07", "start_time": "2026-09-07 15:44:44", "end_time": "2026-09-07 15:45:55", "duration_sec": 71, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0c848ec0106816c06155d130ab094fba.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 708, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178877608451__DIA0c848ec0106816c06155d130ab094fba.mp3", "audio_bytes": 145800, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 48.6, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[3s] AGENT: Uh sir, good morning, I mean good afternoon, Mr. Narayanan?\n[6s] CUSTOMER: Yes.\n[7s] AGENT: Uh sir, this is Jeevan calling from JSW One platform. Good time to talk, sir?\n[11s] CUSTOMER: Hello?\n[12s] AGENT: Yes sir, do you have any HR CR sheet requirement from JSW?\n[16s] CUSTOMER: Yeah, tell me.\n[17s] AGENT: HR CR sheet, sheet, sheet coil.\n[20s] CUSTOMER: Hello? Your voice not coming clearly.\n[23s] AGENT: Uh, am I audible now?\n[24s] CUSTOMER: Ha, yeah.\n[25s] AGENT: Yeah, so I'm calling from JSW. Do you have any HR CR sheet requirement?\n[29s] CUSTOMER: No sir, at present no.\n[30s] AGENT: No, right? All right. No worries. Thank you so much.", "language": "English", "languages": "[\"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: The customer repeatedly has trouble hearing the agent, suggesting a poor connection on the customer's end.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "Instead of immediately asking for a requirement, first provide a compelling reason for the customer to listen (the hook) to earn the right to ask discovery questions.", "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 introduced themself and JSW One, then immediately asked if the customer had a requirement for HR/CR sheets. The customer stated they had no requirement at present, and the agent thanked them and ended the call without attempting discovery or setting a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[7s] AGENT: Uh sir, this is Jeevan calling from JSW One platform. Good time to talk, sir?\", \"comment\": \"Agent correctly greeted, identified JSW and self, used the customer's name, and asked for permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook; they went straight to asking for a requirement, which is a product dump.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the customer ended the conversation.\"}, {\"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\": \"[25s] AGENT: Do you have any HR CR sheet requirement?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent ended the call immediately after the customer said no, without attempting to set a next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Instead of immediately asking for a requirement, first provide a compelling reason for the customer to listen (the hook) to earn the right to ask discovery questions.\", \"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 introduced themself and JSW One, then immediately asked if the customer had a requirement for HR/CR sheets. The customer stated they had no requirement at present, and the agent thanked them and ended the call without attempting discovery or setting a next step.\"}", "error": null, "latency_ms": 25924, "input_tokens": 2801, "output_tokens": 703, "created_at": "2026-09-25 11:24:15", "sentiment": "negative", "sentiment_score": -0.46, "sentiment_confidence": "high", "pos": 0, "neg": 3, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.737, "agent_talk_sec": 19.9, "customer_talk_sec": 7.1, "dead_air_sec": 44.0, "longest_monologue_sec": 3.5, "agent_wpm": 220.1, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 7, "words_agent": 73, "words_customer": 19, "monologue_heavy": 1, "turns": [ { "ucid": "21112178877608451", "idx": 0, "speaker": "customer", "start_s": 0.89, "end_s": 1.3, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178877608451", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 2.03, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178877608451", "idx": 2, "speaker": "agent", "start_s": 2.6, "end_s": 5.5, "text_en": "Uh sir, good morning, I mean good afternoon, Mr. Narayanan?", "text_native": "Uh sir, good morning, I mean good afternoon, Mr. Narayanan?" }, { "ucid": "21112178877608451", "idx": 3, "speaker": "customer", "start_s": 5.83, "end_s": 6.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178877608451", "idx": 4, "speaker": "agent", "start_s": 6.56, "end_s": 10.0, "text_en": "Uh sir, this is Jeevan calling from JSW One platform. Good time to talk, sir?", "text_native": "Uh sir, this is Jeevan calling from JSW One platform. Good time to talk, sir?" }, { "ucid": "21112178877608451", "idx": 5, "speaker": "customer", "start_s": 10.6, "end_s": 11.5, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178877608451", "idx": 6, "speaker": "agent", "start_s": 11.8, "end_s": 15.2, "text_en": "Yes sir, do you have any HR CR sheet requirement from JSW?", "text_native": "Yes sir, do you have any HR CR sheet requirement from JSW?" }, { "ucid": "21112178877608451", "idx": 7, "speaker": "customer", "start_s": 15.8, "end_s": 16.5, "text_en": "Yeah, tell me.", "text_native": "Yeah, tell me." }, { "ucid": "21112178877608451", "idx": 8, "speaker": "agent", "start_s": 17.0, "end_s": 19.2, "text_en": "HR CR sheet, sheet, sheet coil.", "text_native": "HR CR sheet, sheet, sheet coil." }, { "ucid": "21112178877608451", "idx": 9, "speaker": "customer", "start_s": 19.8, "end_s": 22.5, "text_en": "Hello? Your voice not coming clearly.", "text_native": "Hello? Your voice not coming clearly." }, { "ucid": "21112178877608451", "idx": 10, "speaker": "agent", "start_s": 22.8, "end_s": 23.8, "text_en": "Uh, am I audible now?", "text_native": "Uh, am I audible now?" }, { "ucid": "21112178877608451", "idx": 11, "speaker": "customer", "start_s": 24.2, "end_s": 24.8, "text_en": "Ha, yeah.", "text_native": "Ha, yeah." }, { "ucid": "21112178877608451", "idx": 12, "speaker": "agent", "start_s": 25.0, "end_s": 28.5, "text_en": "Yeah, so I'm calling from JSW. Do you have any HR CR sheet requirement?", "text_native": "Yeah, so I'm calling from JSW. Do you have any HR CR sheet requirement?" }, { "ucid": "21112178877608451", "idx": 13, "speaker": "customer", "start_s": 28.8, "end_s": 30.2, "text_en": "No sir, at present no.", "text_native": "No sir, at present no." }, { "ucid": "21112178877608451", "idx": 14, "speaker": "agent", "start_s": 30.5, "end_s": 33.5, "text_en": "No, right? All right. No worries. Thank you so much.", "text_native": "No, right? All right. No worries. Thank you so much." } ], "steps": [ { "ucid": "21112178877608451", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[7s] AGENT: Uh sir, this is Jeevan calling from JSW One platform. Good time to talk, sir?", "comment": "Agent correctly greeted, identified JSW and self, used the customer's name, and asked for permission." }, { "ucid": "21112178877608451", "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 provide a hook; they went straight to asking for a requirement, which is a product dump." }, { "ucid": "21112178877608451", "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 before the customer ended the conversation." }, { "ucid": "21112178877608451", "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": "21112178877608451", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[25s] AGENT: Do you have any HR CR sheet requirement?", "comment": "Agent successfully asked if a current requirement exists, which is the primary intent of this step." }, { "ucid": "21112178877608451", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent ended the call immediately after the customer said no, without attempting to set a next step." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }