{ "ucid": "21112178886609521", "call_date": "2026-09-08", "start_time": "2026-09-08 16:44:55", "end_time": "2026-09-08 16:45:53", "duration_sec": 58, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb82e27d241df42fc8f5c9e4206368301.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 572, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178886609521__DIAb82e27d241df42fc8f5c9e4206368301.mp3", "audio_bytes": 107568, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 35.856, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[4s] CUSTOMER: Hello?\n[4s] UNKNOWN: [inaudible]\n[5s] CUSTOMER: Yes? (हां?)\n[5s] AGENT: Yes, Ronak Mehta speaking from JSW One. Do you have any plan for MS steels right now? (जी रौनक मेहता बात कर रहा हूं JSW One से। कुछ MS steels में कुछ प्लान है क्या आपका अभी?)\n[10s] CUSTOMER: No sir, not right now. (No sir, अभी तो नहीं।)\n[11s] CUSTOMER: No. (नहीं।)\n[12s] AGENT: What do you deal in, which material do you deal in, by the way? (आप किस पे डील करते, कौनसे मटेरियल में डील करते है आप वैसे?)\n[15s] CUSTOMER: We deal in MS only, but right now there is no requirement. (हम MS में ही डील करते है पर अभी तो कोई भी रिक्वायरमेंट नहीं है।)\n[18s] AGENT: Okay. So by when can a plan come up, so that I can connect with you? (अच्छा। तो कब तक का प्लान आ सकता है वैसे तो मैं कनेक्ट करूं आपको?)\n[22s] CUSTOMER: We can't say anything like that. (वो ऐसे तो कुछ भी नहीं बता सकते हम।)\n[24s] AGENT: Okay. It's fine, will do. No worries. (अच्छा। ठीक है, चलेगा। No worries.)\n[25s] CUSTOMER: Okay.\n[26s] AGENT: Okay sir.\n[26s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: Some background chatter is present but doesn't significantly impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 turns, clean transcript (7% 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": 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": "Your opening is too abrupt; always start by introducing yourself and asking for permission to speak before asking about requirements.", "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 contacted a lead to ask about MS steel requirements. The customer confirmed they deal in MS but stated they have no current requirement and could not provide a timeline for a future need. The agent attempted to schedule a callback but was unsuccessful and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, Ronak Mehta speaking from JSW One. Do you have any plan for MS steels right now?\", \"comment\": \"The agent did not greet, use the customer's name, or ask for permission to speak before jumping into a question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any plan for MS steels right now?\", \"comment\": \"The agent did not provide a value hook (price or availability); they opened with a direct qualifying question instead.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What do you deal in, which material do you deal in, by the way?\", \"comment\": \"The agent only asked one discovery question before the customer ended the conversation; this is below the threshold for a pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched, as the customer stated they had no requirement.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any plan for MS steels right now?\", \"comment\": \"The agent successfully executed the intent of this step by asking if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So by when can a plan come up, so that I can connect with you?\", \"comment\": \"The agent attempted to set a next step, but the customer declined to commit and the agent ended the call without a firm callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opening is too abrupt; always start by introducing yourself and asking for permission to speak before asking about requirements.\", \"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 contacted a lead to ask about MS steel requirements. The customer confirmed they deal in MS but stated they have no current requirement and could not provide a timeline for a future need. The agent attempted to schedule a callback but was unsuccessful and ended the call.\"}", "error": null, "latency_ms": 28978, "input_tokens": 2900, "output_tokens": 758, "created_at": "2026-09-25 11:18:16", "sentiment": "neutral", "sentiment_score": -0.15, "sentiment_confidence": "high", "pos": 2, "neg": 4, "lex_hits": 9, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.641, "agent_talk_sec": 13.2, "customer_talk_sec": 7.4, "dead_air_sec": 37.4, "longest_monologue_sec": 4.7, "agent_wpm": 254.5, "interruptions": 0, "agent_turns": 5, "customer_turns": 8, "discovery_qs": 3, "words_agent": 56, "words_customer": 28, "monologue_heavy": 0, "turns": [ { "ucid": "21112178886609521", "idx": 0, "speaker": "customer", "start_s": 3.97, "end_s": 4.44, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178886609521", "idx": 1, "speaker": "unknown", "start_s": 4.44, "end_s": 5.1, "text_en": "[inaudible]", "text_native": "[inaudible]" }, { "ucid": "21112178886609521", "idx": 2, "speaker": "customer", "start_s": 5.1, "end_s": 5.3, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178886609521", "idx": 3, "speaker": "agent", "start_s": 5.3, "end_s": 10.0, "text_en": "Yes, Ronak Mehta speaking from JSW One. Do you have any plan for MS steels right now?", "text_native": "जी रौनक मेहता बात कर रहा हूं JSW One से। कुछ MS steels में कुछ प्लान है क्या आपका अभी?" }, { "ucid": "21112178886609521", "idx": 4, "speaker": "customer", "start_s": 10.0, "end_s": 11.0, "text_en": "No sir, not right now.", "text_native": "No sir, अभी तो नहीं।" }, { "ucid": "21112178886609521", "idx": 5, "speaker": "customer", "start_s": 11.2, "end_s": 11.6, "text_en": "No.", "text_native": "नहीं।" }, { "ucid": "21112178886609521", "idx": 6, "speaker": "agent", "start_s": 11.8, "end_s": 15.0, "text_en": "What do you deal in, which material do you deal in, by the way?", "text_native": "आप किस पे डील करते, कौनसे मटेरियल में डील करते है आप वैसे?" }, { "ucid": "21112178886609521", "idx": 7, "speaker": "customer", "start_s": 15.0, "end_s": 18.0, "text_en": "We deal in MS only, but right now there is no requirement.", "text_native": "हम MS में ही डील करते है पर अभी तो कोई भी रिक्वायरमेंट नहीं है।" }, { "ucid": "21112178886609521", "idx": 8, "speaker": "agent", "start_s": 18.3, "end_s": 21.5, "text_en": "Okay. So by when can a plan come up, so that I can connect with you?", "text_native": "अच्छा। तो कब तक का प्लान आ सकता है वैसे तो मैं कनेक्ट करूं आपको?" }, { "ucid": "21112178886609521", "idx": 9, "speaker": "customer", "start_s": 21.5, "end_s": 23.2, "text_en": "We can't say anything like that.", "text_native": "वो ऐसे तो कुछ भी नहीं बता सकते हम।" }, { "ucid": "21112178886609521", "idx": 10, "speaker": "agent", "start_s": 23.5, "end_s": 25.2, "text_en": "Okay. It's fine, will do. No worries.", "text_native": "अच्छा। ठीक है, चलेगा। No worries." }, { "ucid": "21112178886609521", "idx": 11, "speaker": "customer", "start_s": 25.3, "end_s": 25.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178886609521", "idx": 12, "speaker": "agent", "start_s": 25.8, "end_s": 26.2, "text_en": "Okay sir.", "text_native": "Okay sir." }, { "ucid": "21112178886609521", "idx": 13, "speaker": "customer", "start_s": 26.5, "end_s": 26.8, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178886609521", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, Ronak Mehta speaking from JSW One. Do you have any plan for MS steels right now?", "comment": "The agent did not greet, use the customer's name, or ask for permission to speak before jumping into a question." }, { "ucid": "21112178886609521", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have any plan for MS steels right now?", "comment": "The agent did not provide a value hook (price or availability); they opened with a direct qualifying question instead." }, { "ucid": "21112178886609521", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "What do you deal in, which material do you deal in, by the way?", "comment": "The agent only asked one discovery question before the customer ended the conversation; this is below the threshold for a pass." }, { "ucid": "21112178886609521", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any USPs could be pitched, as the customer stated they had no requirement." }, { "ucid": "21112178886609521", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any plan for MS steels right now?", "comment": "The agent successfully executed the intent of this step by asking if a current requirement exists." }, { "ucid": "21112178886609521", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So by when can a plan come up, so that I can connect with you?", "comment": "The agent attempted to set a next step, but the customer declined to commit and the agent ended the call without a firm callback date." } ], "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": [ "rejection" ] }