{ "ucid": "21112178886411631", "call_date": "2026-09-08", "start_time": "2026-09-08 16:11:56", "end_time": "2026-09-08 16:14:48", "duration_sec": 172, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf44971b9f2ef6a31c9219217f39b8106.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 583, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178886411631__DIAf44971b9f2ef6a31c9219217f39b8106.mp3", "audio_bytes": 439992, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 146.664, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Hello.\n[3s] AGENT: Sir, good evening.\n[4s] CUSTOMER: Good evening. Who is this speaking?\n[5s] AGENT: This is Soumya. I'm calling you from JSW One platform, sir.\n[8s] CUSTOMER: Okay. Tell me, madam.\n[9s] AGENT: Yeah, so I think you've recently connected with JSW One for uh building material inquiry, structural steel, cement or TMT. Have you?\n[15s] CUSTOMER: I think uh a colleague, someone... one minute... one minute. (I think uh a colleague, someone... एक मिनट... one minute.)\n[17s] AGENT: Oh, so have I spoken to you already?\n[19s] CUSTOMER: No, madam. Uh like uh regarding this I haven't contacted anybody, but uh one of my colleague have maybe contacted you.\n[24s] AGENT: Oh, okay, okay. Sir, can you share the purchase POC contact number so that I can get in touch with them?\n[28s] CUSTOMER: Just uh let me ask him, madam.\n[30s] AGENT: Sure, sir. Please.\n[31s] CUSTOMER: One minute. Ah, one minute.\n[32s] AGENT: Yeah.\n[54s] CUSTOMER: Hello.\n[55s] AGENT: Yes, sir, tell me.\n[56s] CUSTOMER: I just now got the clarification from my colleagues, madam, but uh they are saying none of them have contacted uh JSW regarding this uh building material.\n[102s] AGENT: Have they or they have not?\n[104s] CUSTOMER: Yeah.\n[104s] AGENT: Oh, I mean there is no open inquiry as of now.\n[106s] CUSTOMER: No, madam.\n[107s] AGENT: Okay, thank you so much, sir. In case there is any inquiry in future, please do let us know. You may get in touch with us on this number.\n[112s] CUSTOMER: Okay, okay, madam.\n[113s] AGENT: Thank you so much.", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: Some background office noise is present but doesn't affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"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 lead signal is wrong, pivot quickly to a standard value hook like our stock availability or pricing instead of ending the call.", "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 based on a supposed recent inquiry. The customer was confused and, after checking with colleagues, confirmed that no one from their company had contacted JSW. The agent verified this and ended the call politely without pivoting to a discovery conversation.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"This is Soumya. I'm calling you from JSW One platform, sir.\", \"comment\": \"Agent introduced self and company, and the customer gave implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price benefit hook, instead asking about a past inquiry which was incorrect.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was entirely spent clarifying the incorrect inquiry signal; no discovery questions were asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"As no discovery was conducted, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent confirmed the absence of a past inquiry but did not attempt to qualify for a current or future requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a generic 'call us if you need anything' rather than a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a lead signal is wrong, pivot quickly to a standard value hook like our stock availability or pricing instead of ending the call.\", \"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\": [], \"call_summary\": \"The agent called based on a supposed recent inquiry. The customer was confused and, after checking with colleagues, confirmed that no one from their company had contacted JSW. The agent verified this and ended the call politely without pivoting to a discovery conversation.\"}", "error": null, "latency_ms": 32648, "input_tokens": 3076, "output_tokens": 674, "created_at": "2026-09-25 11:18:50", "sentiment": "positive", "sentiment_score": 0.231, "sentiment_confidence": "high", "pos": 3, "neg": 2, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.276, "agent_talk_sec": 23.2, "customer_talk_sec": 60.9, "dead_air_sec": 87.9, "longest_monologue_sec": 5.1, "agent_wpm": 320.7, "interruptions": 0, "agent_turns": 13, "customer_turns": 13, "discovery_qs": 4, "words_agent": 124, "words_customer": 89, "monologue_heavy": 0, "turns": [ { "ucid": "21112178886411631", "idx": 0, "speaker": "customer", "start_s": 0.47, "end_s": 0.99, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178886411631", "idx": 1, "speaker": "agent", "start_s": 1.37, "end_s": 1.77, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178886411631", "idx": 2, "speaker": "customer", "start_s": 2.17, "end_s": 2.57, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178886411631", "idx": 3, "speaker": "agent", "start_s": 2.87, "end_s": 3.6, "text_en": "Sir, good evening.", "text_native": "Sir, good evening." }, { "ucid": "21112178886411631", "idx": 4, "speaker": "customer", "start_s": 3.97, "end_s": 5.17, "text_en": "Good evening. Who is this speaking?", "text_native": "Good evening. Who is this speaking?" }, { "ucid": "21112178886411631", "idx": 5, "speaker": "agent", "start_s": 5.27, "end_s": 7.4, "text_en": "This is Soumya. I'm calling you from JSW One platform, sir.", "text_native": "This is Soumya. I'm calling you from JSW One platform, sir." }, { "ucid": "21112178886411631", "idx": 6, "speaker": "customer", "start_s": 7.77, "end_s": 8.87, "text_en": "Okay. Tell me, madam.", "text_native": "Okay. Tell me, madam." }, { "ucid": "21112178886411631", "idx": 7, "speaker": "agent", "start_s": 9.07, "end_s": 14.17, "text_en": "Yeah, so I think you've recently connected with JSW One for uh building material inquiry, structural steel, cement or TMT. Have you?", "text_native": "Yeah, so I think you've recently connected with JSW One for uh building material inquiry, structural steel, cement or TMT. Have you?" }, { "ucid": "21112178886411631", "idx": 8, "speaker": "customer", "start_s": 14.67, "end_s": 17.37, "text_en": "I think uh a colleague, someone... one minute... one minute.", "text_native": "I think uh a colleague, someone... एक मिनट... one minute." }, { "ucid": "21112178886411631", "idx": 9, "speaker": "agent", "start_s": 17.47, "end_s": 18.67, "text_en": "Oh, so have I spoken to you already?", "text_native": "Oh, so have I spoken to you already?" }, { "ucid": "21112178886411631", "idx": 10, "speaker": "customer", "start_s": 18.87, "end_s": 23.67, "text_en": "No, madam. Uh like uh regarding this I haven't contacted anybody, but uh one of my colleague have maybe contacted you.", "text_native": "No, madam. Uh like uh regarding this I haven't contacted anybody, but uh one of my colleague have maybe contacted you." }, { "ucid": "21112178886411631", "idx": 11, "speaker": "agent", "start_s": 23.77, "end_s": 27.67, "text_en": "Oh, okay, okay. Sir, can you share the purchase POC contact number so that I can get in touch with them?", "text_native": "Oh, okay, okay. Sir, can you share the purchase POC contact number so that I can get in touch with them?" }, { "ucid": "21112178886411631", "idx": 12, "speaker": "customer", "start_s": 27.97, "end_s": 29.37, "text_en": "Just uh let me ask him, madam.", "text_native": "Just uh let me ask him, madam." }, { "ucid": "21112178886411631", "idx": 13, "speaker": "agent", "start_s": 29.77, "end_s": 30.57, "text_en": "Sure, sir. Please.", "text_native": "Sure, sir. Please." }, { "ucid": "21112178886411631", "idx": 14, "speaker": "customer", "start_s": 30.67, "end_s": 31.67, "text_en": "One minute. Ah, one minute.", "text_native": "One minute. Ah, one minute." }, { "ucid": "21112178886411631", "idx": 15, "speaker": "agent", "start_s": 31.97, "end_s": 32.27, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178886411631", "idx": 16, "speaker": "customer", "start_s": 54.33, "end_s": 54.73, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178886411631", "idx": 17, "speaker": "agent", "start_s": 55.33, "end_s": 55.93, "text_en": "Yes, sir, tell me.", "text_native": "Yes, sir, tell me." }, { "ucid": "21112178886411631", "idx": 18, "speaker": "customer", "start_s": 56.13, "end_s": 101.63, "text_en": "I just now got the clarification from my colleagues, madam, but uh they are saying none of them have contacted uh JSW regarding this uh building material.", "text_native": "I just now got the clarification from my colleagues, madam, but uh they are saying none of them have contacted uh JSW regarding this uh building material." }, { "ucid": "21112178886411631", "idx": 19, "speaker": "agent", "start_s": 101.93, "end_s": 103.03, "text_en": "Have they or they have not?", "text_native": "Have they or they have not?" }, { "ucid": "21112178886411631", "idx": 20, "speaker": "customer", "start_s": 103.53, "end_s": 103.83, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178886411631", "idx": 21, "speaker": "agent", "start_s": 104.33, "end_s": 106.03, "text_en": "Oh, I mean there is no open inquiry as of now.", "text_native": "Oh, I mean there is no open inquiry as of now." }, { "ucid": "21112178886411631", "idx": 22, "speaker": "customer", "start_s": 106.43, "end_s": 107.03, "text_en": "No, madam.", "text_native": "No, madam." }, { "ucid": "21112178886411631", "idx": 23, "speaker": "agent", "start_s": 107.23, "end_s": 111.63, "text_en": "Okay, thank you so much, sir. In case there is any inquiry in future, please do let us know. You may get in touch with us on this number.", "text_native": "Okay, thank you so much, sir. In case there is any inquiry in future, please do let us know. You may get in touch with us on this number." }, { "ucid": "21112178886411631", "idx": 24, "speaker": "customer", "start_s": 111.93, "end_s": 112.93, "text_en": "Okay, okay, madam.", "text_native": "Okay, okay, madam." }, { "ucid": "21112178886411631", "idx": 25, "speaker": "agent", "start_s": 113.23, "end_s": 114.03, "text_en": "Thank you so much.", "text_native": "Thank you so much." } ], "steps": [ { "ucid": "21112178886411631", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "This is Soumya. I'm calling you from JSW One platform, sir.", "comment": "Agent introduced self and company, and the customer gave implicit permission to proceed." }, { "ucid": "21112178886411631", "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 lead with a supply or price benefit hook, instead asking about a past inquiry which was incorrect." }, { "ucid": "21112178886411631", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was entirely spent clarifying the incorrect inquiry signal; no discovery questions were asked." }, { "ucid": "21112178886411631", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "As no discovery was conducted, no USPs were pitched." }, { "ucid": "21112178886411631", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent confirmed the absence of a past inquiry but did not attempt to qualify for a current or future requirement." }, { "ucid": "21112178886411631", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended with a generic 'call us if you need anything' rather than a committed next step." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }