{ "ucid": "21112178886092762", "call_date": "2026-09-08", "start_time": "2026-09-08 15:18:47", "end_time": "2026-09-08 15:19:37", "duration_sec": 50, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9a211632a7b3b94917390f9162ed4707.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 605, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178886092762__DIA9a211632a7b3b94917390f9162ed4707.mp3", "audio_bytes": 96768, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 32.256, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes, speak. Yes, speak. (હા જી બોલો. હા જી બોલો.)\n[3s] AGENT: Umesh bhai, good afternoon. I am Ankit Mistry speaking from Jindal Steel. Do you have any requirement in HR for this month? (ઉમેશભાઈ ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું જિંદાલ સ્ટીલમાંથી. કોઈ હશે આપડી requirement HR માં આ મહિના માટે?)\n[8s] CUSTOMER: No, right now, right now there is no requirement. If there is a requirement, I will call back. (ના અત્યારે હાલ અત્યારે હાલ કોઈ requirement નથી. Requirement હશે તો હું call back કરીશ.)\n[10s] AGENT: Okay. Because what's happening is the pricing is increasing, so so so just check it once. Okay? (ઠીક છે. કારણ કે કેવું છે pricing વધી રહ્યું છે તો તો તો જોઈ લેજો એક વાર. ઓકે?)\n[13s] CUSTOMER: What name? (શું નામ?)\n[14s] AGENT: Pricing is actually increasing in the market, so just check it once. (Pricing actually વધી રહ્યું છે market માં તો એટલે એક વાર જોઈ લેજો.)\n[16s] CUSTOMER: No no, I know. I know. If I have a requirement, I will call you myself. (ના ના ખ્યાલ છે. મને ખ્યાલ છે. મારે requirement હશે તો હું સામેથી call કરીશ.)\n[19s] AGENT: Definitely, definitely. No problem, Umesh bhai. Okay. Thank you. (ચોક્કસ ચોક્કસ. વાંધો નઈ ઉમેશભાઈ. ઓકે. થેન્ક યુ.)\n[21s] CUSTOMER: Yes. Yes. (હા. હા.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: Minor background noise is present but does not affect transcription quality.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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 requirement, use that as an opportunity to ask discovery questions about their business so we can make a more relevant call in the future.", "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 inquire about HR material requirements. The customer stated they had no current need. The agent attempted to create urgency by mentioning rising market prices, but the customer maintained they would call back if a need arose. The agent accepted this and ended the call without gathering any business information or setting a follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak; they jumped directly into a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Because what's happening is the pricing is increasing, so so so just check it once. Okay?\", \"comment\": \"After the initial rejection, the agent correctly used a single price signal as a hook to re-engage.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, usage, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done to establish customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in HR for this month?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the first part of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Definitely, definitely. No problem, Umesh bhai. Okay. Thank you.\", \"comment\": \"The agent accepted the customer's brush-off without proposing or committing to a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, use that as an opportunity to ask discovery questions about their business so we can make a more relevant call in the future.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"If I have a requirement, I will call you myself.\", \"response\": \"Definitely, definitely. No problem, Umesh bhai.\"}], \"call_summary\": \"The agent called to inquire about HR material requirements. The customer stated they had no current need. The agent attempted to create urgency by mentioning rising market prices, but the customer maintained they would call back if a need arose. The agent accepted this and ended the call without gathering any business information or setting a follow-up.\"}", "error": null, "latency_ms": 29430, "input_tokens": 2967, "output_tokens": 797, "created_at": "2026-09-25 11:19:48", "sentiment": "negative", "sentiment_score": -0.508, "sentiment_confidence": "high", "pos": 0, "neg": 4, "lex_hits": 4, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.602, "agent_talk_sec": 12.4, "customer_talk_sec": 8.2, "dead_air_sec": 29.4, "longest_monologue_sec": 4.6, "agent_wpm": 295.2, "interruptions": 0, "agent_turns": 5, "customer_turns": 6, "discovery_qs": 2, "words_agent": 61, "words_customer": 43, "monologue_heavy": 0, "turns": [ { "ucid": "21112178886092762", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.81, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178886092762", "idx": 1, "speaker": "agent", "start_s": 1.0, "end_s": 1.48, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178886092762", "idx": 2, "speaker": "customer", "start_s": 1.9, "end_s": 2.78, "text_en": "Yes, speak. Yes, speak.", "text_native": "હા જી બોલો. હા જી બોલો." }, { "ucid": "21112178886092762", "idx": 3, "speaker": "agent", "start_s": 2.89, "end_s": 7.53, "text_en": "Umesh bhai, good afternoon. I am Ankit Mistry speaking from Jindal Steel. Do you have any requirement in HR for this month?", "text_native": "ઉમેશભાઈ ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું જિંદાલ સ્ટીલમાંથી. કોઈ હશે આપડી requirement HR માં આ મહિના માટે?" }, { "ucid": "21112178886092762", "idx": 4, "speaker": "customer", "start_s": 7.53, "end_s": 10.1, "text_en": "No, right now, right now there is no requirement. If there is a requirement, I will call back.", "text_native": "ના અત્યારે હાલ અત્યારે હાલ કોઈ requirement નથી. Requirement હશે તો હું call back કરીશ." }, { "ucid": "21112178886092762", "idx": 5, "speaker": "agent", "start_s": 10.1, "end_s": 12.83, "text_en": "Okay. Because what's happening is the pricing is increasing, so so so just check it once. Okay?", "text_native": "ઠીક છે. કારણ કે કેવું છે pricing વધી રહ્યું છે તો તો તો જોઈ લેજો એક વાર. ઓકે?" }, { "ucid": "21112178886092762", "idx": 6, "speaker": "customer", "start_s": 12.83, "end_s": 13.33, "text_en": "What name?", "text_native": "શું નામ?" }, { "ucid": "21112178886092762", "idx": 7, "speaker": "agent", "start_s": 13.68, "end_s": 16.0, "text_en": "Pricing is actually increasing in the market, so just check it once.", "text_native": "Pricing actually વધી રહ્યું છે market માં તો એટલે એક વાર જોઈ લેજો." }, { "ucid": "21112178886092762", "idx": 8, "speaker": "customer", "start_s": 16.0, "end_s": 19.0, "text_en": "No no, I know. I know. If I have a requirement, I will call you myself.", "text_native": "ના ના ખ્યાલ છે. મને ખ્યાલ છે. મારે requirement હશે તો હું સામેથી call કરીશ." }, { "ucid": "21112178886092762", "idx": 9, "speaker": "agent", "start_s": 19.0, "end_s": 21.2, "text_en": "Definitely, definitely. No problem, Umesh bhai. Okay. Thank you.", "text_native": "ચોક્કસ ચોક્કસ. વાંધો નઈ ઉમેશભાઈ. ઓકે. થેન્ક યુ." }, { "ucid": "21112178886092762", "idx": 10, "speaker": "customer", "start_s": 21.4, "end_s": 22.2, "text_en": "Yes. Yes.", "text_native": "હા. હા." } ], "steps": [ { "ucid": "21112178886092762", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak; they jumped directly into a requirement question." }, { "ucid": "21112178886092762", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Because what's happening is the pricing is increasing, so so so just check it once. Okay?", "comment": "After the initial rejection, the agent correctly used a single price signal as a hook to re-engage." }, { "ucid": "21112178886092762", "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 to understand the customer's business, usage, or suppliers." }, { "ucid": "21112178886092762", "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 done to establish customer needs." }, { "ucid": "21112178886092762", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement in HR for this month?", "comment": "The agent successfully asked if a current requirement exists, which is the first part of this step." }, { "ucid": "21112178886092762", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Definitely, definitely. No problem, Umesh bhai. Okay. Thank you.", "comment": "The agent accepted the customer's brush-off without proposing or committing to a specific next step." } ], "objections": [ { "ucid": "21112178886092762", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "If I have a requirement, I will call you myself.", "response": "Definitely, definitely. No problem, Umesh bhai." } ], "missed_steps": [ "SL1 Opener & permission", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [ "rejection" ] }