{ "ucid": "21112178886755721", "call_date": "2026-09-08", "start_time": "2026-09-08 17:09:17", "end_time": "2026-09-08 17:10:03", "duration_sec": 46, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA28baf0a5dcdf4dae2f7cfd996d0cd82d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 563, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178886755721__DIA28baf0a5dcdf4dae2f7cfd996d0cd82d.mp3", "audio_bytes": 75600, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 25.2, "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 sir. (हाँ जी सर।)\n[2s] AGENT: Yes sir, good evening. Kartik was speaking from here, JS (हाँ जी सर, गुड इवनिंग। कार्तिक यहाँ से बात कर रहा था जे एस)\n[4s] CUSTOMER: Yes. (हाँ।)\n[5s] AGENT: Sir, I was saying, will there be any requirement in your Bhagwati Automation right now for HR etc.? (सर, मैं बोल रहा था अभी अपने भगवती ऑटोमेशन में कुछ रिक्वायरमेंट रहेगा एच आर वगेरा का?)\n[9s] CUSTOMER: No sir. (नहीं सर।)\n[10s] AGENT: Okay, there isn't, sir. If something comes up, sir, let me know through our app. (अच्छा, नहीं है सर। कुछ आए तो सर बताना हमारे ऐप के थ्रू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 8, "connected": 1, "audio_notes": "clear: There is a slight echo on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "8 turns, clean transcript (0% 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": "You must deliver the opening and hook to give the customer a reason to engage before you ask if they have a requirement.", "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 a customer from 'Bhagwati Automation' and immediately asked about HR requirements. The customer stated they had no current need. The agent then ended the call, suggesting the customer use the app for future needs.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Yes sir, good evening. Kartik was speaking from here, JS\", \"comment\": \"The agent did not fully identify the company (JSW One), did not use the customer's name, and did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Sir, I was saying, will there be any requirement in your Bhagwati Automation right now for HR etc.?\", \"comment\": \"The agent did not provide a hook or a reason for the call; they jumped directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"CUSTOMER: No sir.\", \"comment\": \"The call ended after the customer stated no requirement, and the agent did not attempt to ask any discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Sir, I was saying, will there be any requirement in your Bhagwati Automation right now for HR etc.?\", \"comment\": \"The agent successfully asked if the customer had a current requirement, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: If something comes up, sir, let me know through our app.\", \"comment\": \"This is not a committed next step; it places the responsibility on the customer and does not set a specific follow-up action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must deliver the opening and hook to give the customer a reason to engage before you ask if they have a requirement.\", \"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 a customer from 'Bhagwati Automation' and immediately asked about HR requirements. The customer stated they had no current need. The agent then ended the call, suggesting the customer use the app for future needs.\"}", "error": null, "latency_ms": 29422, "input_tokens": 2747, "output_tokens": 763, "created_at": "2026-09-25 11:17:49", "sentiment": "negative", "sentiment_score": -0.22, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.83, "agent_talk_sec": 8.8, "customer_talk_sec": 1.8, "dead_air_sec": 35.4, "longest_monologue_sec": 3.6, "agent_wpm": 300.0, "interruptions": 0, "agent_turns": 4, "customer_turns": 4, "discovery_qs": 2, "words_agent": 44, "words_customer": 6, "monologue_heavy": 1, "turns": [ { "ucid": "21112178886755721", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.59, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178886755721", "idx": 1, "speaker": "agent", "start_s": 0.89, "end_s": 1.3, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178886755721", "idx": 2, "speaker": "customer", "start_s": 1.67, "end_s": 2.08, "text_en": "Yes sir.", "text_native": "हाँ जी सर।" }, { "ucid": "21112178886755721", "idx": 3, "speaker": "agent", "start_s": 2.26, "end_s": 4.26, "text_en": "Yes sir, good evening. Kartik was speaking from here, JS", "text_native": "हाँ जी सर, गुड इवनिंग। कार्तिक यहाँ से बात कर रहा था जे एस" }, { "ucid": "21112178886755721", "idx": 4, "speaker": "customer", "start_s": 4.3, "end_s": 4.64, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178886755721", "idx": 5, "speaker": "agent", "start_s": 4.96, "end_s": 8.54, "text_en": "Sir, I was saying, will there be any requirement in your Bhagwati Automation right now for HR etc.?", "text_native": "सर, मैं बोल रहा था अभी अपने भगवती ऑटोमेशन में कुछ रिक्वायरमेंट रहेगा एच आर वगेरा का?" }, { "ucid": "21112178886755721", "idx": 6, "speaker": "customer", "start_s": 9.2, "end_s": 9.7, "text_en": "No sir.", "text_native": "नहीं सर।" }, { "ucid": "21112178886755721", "idx": 7, "speaker": "agent", "start_s": 10.0, "end_s": 12.84, "text_en": "Okay, there isn't, sir. If something comes up, sir, let me know through our app.", "text_native": "अच्छा, नहीं है सर। कुछ आए तो सर बताना हमारे ऐप के थ्रू।" } ], "steps": [ { "ucid": "21112178886755721", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Yes sir, good evening. Kartik was speaking from here, JS", "comment": "The agent did not fully identify the company (JSW One), did not use the customer's name, and did not ask for permission to speak." }, { "ucid": "21112178886755721", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Sir, I was saying, will there be any requirement in your Bhagwati Automation right now for HR etc.?", "comment": "The agent did not provide a hook or a reason for the call; they jumped directly to asking for a requirement." }, { "ucid": "21112178886755721", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "CUSTOMER: No sir.", "comment": "The call ended after the customer stated no requirement, and the agent did not attempt to ask any discovery questions." }, { "ucid": "21112178886755721", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was done, and no USPs were pitched." }, { "ucid": "21112178886755721", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: Sir, I was saying, will there be any requirement in your Bhagwati Automation right now for HR etc.?", "comment": "The agent successfully asked if the customer had a current requirement, which is the core intent of this step." }, { "ucid": "21112178886755721", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: If something comes up, sir, let me know through our app.", "comment": "This is not a committed next step; it places the responsibility on the customer and does not set a specific follow-up action." } ], "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": [] }