{ "ucid": "21112178885365471", "call_date": "2026-09-08", "start_time": "2026-09-08 13:17:34", "end_time": "2026-09-08 13:18:41", "duration_sec": 67, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA663449cef949545d4dd5062afe173d28.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 635, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178885365471__DIA663449cef949545d4dd5062afe173d28.mp3", "audio_bytes": 120960, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 40.32, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[3s] AGENT: Promac Industries?\n[4s] CUSTOMER: Yes. (हा.)\n[5s] AGENT: Sir, hello. I'm calling from JSW One, sir, Jindal Steel Works. (सर नमस्कार, JSW One मधून बोलतोय सर, जिंदाल स्टील वर्क.)\n[8s] CUSTOMER: Yes. (हा.)\n[9s] AGENT: Sir, I could actually see your account, I had called you for HR. Do you have any requirement right now, sir? (सर, आपला ऍक्च्युली अकाउंट दिसत होता HR साठी मी तुम्हाला कॉल केला होता. सध्या काही आहे साहेब आपली रिक्वायरमेंट?)\n[14s] CUSTOMER: For what? (कशाची?)\n[14s] AGENT: HR sheet, IS 2062, E250, E350.\n[17s] CUSTOMER: No. (नाही.)\n[18s] AGENT: Are you planning anything this month, sir? (ह्या मंथ मध्ये काही प्लॅन करताय का मालक?)\n[20s] CUSTOMER: Uh, no. (अ, नाही.)\n[21s] AGENT: This month? Okay. If there is anything, sir, you can send an inquiry on our app. I will revert to you, sir. (ह्या मंथ मध्ये? अच्छा. काही असेल तर साहेब आमच्या ऍप वर तुम्ही इन्क्वायरी पाठवू शकता. मी रिव्हर्ट करेल तुम्हाला मालक.)\n[26s] CUSTOMER: Okay, okay. (ओके, ओके.)\n[27s] AGENT: Done sir. Thank you. (डन सर. थँक्यू.)\n[28s] CUSTOMER: Okay. (ओके.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: Some background noise typical of a call center, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer says they have no current requirement, your next step is to run discovery to understand their business (what they make, monthly volume, current suppliers) to build a relationship for future needs.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted Promac Industries about HR sheet requirements. The customer confirmed they had no current or near-future need. The agent ended the call by suggesting the customer use the app for future inquiries, without conducting discovery or setting a specific follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified JSW One but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent jumped directly to asking for a requirement instead of delivering a supply or price-led hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent only asked about immediate requirements.\"}, {\"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\": \"Do you have any requirement right now, sir?\", \"comment\": \"Agent successfully asked about a current or upcoming requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The closure was passive, placing the onus on the customer to re-engage via the app without a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, your next step is to run discovery to understand their business (what they make, monthly volume, current suppliers) to build a relationship for future needs.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted Promac Industries about HR sheet requirements. The customer confirmed they had no current or near-future need. The agent ended the call by suggesting the customer use the app for future inquiries, without conducting discovery or setting a specific follow-up.\"}", "error": null, "latency_ms": 31151, "input_tokens": 2946, "output_tokens": 667, "created_at": "2026-09-25 11:21:12", "sentiment": "neutral", "sentiment_score": 0.006, "sentiment_confidence": "high", "pos": 2, "neg": 1, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.819, "agent_talk_sec": 17.6, "customer_talk_sec": 3.9, "dead_air_sec": 45.5, "longest_monologue_sec": 4.5, "agent_wpm": 248.9, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 4, "words_agent": 73, "words_customer": 11, "monologue_heavy": 1, "turns": [ { "ucid": "21112178885365471", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.37, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178885365471", "idx": 1, "speaker": "agent", "start_s": 2.89, "end_s": 3.84, "text_en": "Promac Industries?", "text_native": "Promac Industries?" }, { "ucid": "21112178885365471", "idx": 2, "speaker": "customer", "start_s": 4.06, "end_s": 4.34, "text_en": "Yes.", "text_native": "हा." }, { "ucid": "21112178885365471", "idx": 3, "speaker": "agent", "start_s": 4.64, "end_s": 7.5, "text_en": "Sir, hello. I'm calling from JSW One, sir, Jindal Steel Works.", "text_native": "सर नमस्कार, JSW One मधून बोलतोय सर, जिंदाल स्टील वर्क." }, { "ucid": "21112178885365471", "idx": 4, "speaker": "customer", "start_s": 7.84, "end_s": 8.12, "text_en": "Yes.", "text_native": "हा." }, { "ucid": "21112178885365471", "idx": 5, "speaker": "agent", "start_s": 8.6, "end_s": 12.84, "text_en": "Sir, I could actually see your account, I had called you for HR. Do you have any requirement right now, sir?", "text_native": "सर, आपला ऍक्च्युली अकाउंट दिसत होता HR साठी मी तुम्हाला कॉल केला होता. सध्या काही आहे साहेब आपली रिक्वायरमेंट?" }, { "ucid": "21112178885365471", "idx": 6, "speaker": "customer", "start_s": 13.86, "end_s": 14.23, "text_en": "For what?", "text_native": "कशाची?" }, { "ucid": "21112178885365471", "idx": 7, "speaker": "agent", "start_s": 14.45, "end_s": 16.83, "text_en": "HR sheet, IS 2062, E250, E350.", "text_native": "HR sheet, IS 2062, E250, E350." }, { "ucid": "21112178885365471", "idx": 8, "speaker": "customer", "start_s": 17.11, "end_s": 17.43, "text_en": "No.", "text_native": "नाही." }, { "ucid": "21112178885365471", "idx": 9, "speaker": "agent", "start_s": 17.65, "end_s": 19.34, "text_en": "Are you planning anything this month, sir?", "text_native": "ह्या मंथ मध्ये काही प्लॅन करताय का मालक?" }, { "ucid": "21112178885365471", "idx": 10, "speaker": "customer", "start_s": 19.86, "end_s": 21.2, "text_en": "Uh, no.", "text_native": "अ, नाही." }, { "ucid": "21112178885365471", "idx": 11, "speaker": "agent", "start_s": 21.3, "end_s": 25.84, "text_en": "This month? Okay. If there is anything, sir, you can send an inquiry on our app. I will revert to you, sir.", "text_native": "ह्या मंथ मध्ये? अच्छा. काही असेल तर साहेब आमच्या ऍप वर तुम्ही इन्क्वायरी पाठवू शकता. मी रिव्हर्ट करेल तुम्हाला मालक." }, { "ucid": "21112178885365471", "idx": 12, "speaker": "customer", "start_s": 26.0, "end_s": 26.54, "text_en": "Okay, okay.", "text_native": "ओके, ओके." }, { "ucid": "21112178885365471", "idx": 13, "speaker": "agent", "start_s": 26.74, "end_s": 27.64, "text_en": "Done sir. Thank you.", "text_native": "डन सर. थँक्यू." }, { "ucid": "21112178885365471", "idx": 14, "speaker": "customer", "start_s": 27.84, "end_s": 28.14, "text_en": "Okay.", "text_native": "ओके." } ], "steps": [ { "ucid": "21112178885365471", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted and identified JSW One but failed to ask for permission to speak." }, { "ucid": "21112178885365471", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent jumped directly to asking for a requirement instead of delivering a supply or price-led hook." }, { "ucid": "21112178885365471", "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; the agent only asked about immediate requirements." }, { "ucid": "21112178885365471", "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": "21112178885365471", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement right now, sir?", "comment": "Agent successfully asked about a current or upcoming requirement." }, { "ucid": "21112178885365471", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The closure was passive, placing the onus on the customer to re-engage via the app without a committed next step." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }