{ "ucid": "21112178893488771", "call_date": "2026-09-09", "start_time": "2026-09-09 11:51:27", "end_time": "2026-09-09 11:52:16", "duration_sec": 49, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2d8282483d34b931f0a5293d6859983c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 530, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178893488771__DIA2d8282483d34b931f0a5293d6859983c.mp3", "audio_bytes": 93312, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 31.104, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Star Enterprises?\n[2s] CUSTOMER: Star Enterprises, yes.\n[3s] AGENT: Sir, good morning sir. This is Aditya from JSW One. (सर, गुड मॉर्निंग सर। दिस इज़ आदित्य फ्रॉम JSW One.)\n[6s] CUSTOMER: JSW One, okay. Sir, right now there is no requirement. We had procured for the entire quarter a couple of months ago. (JSW One, okay. सर, अभी तो कोई रिक्वायरमेंट नहीं है। हमने मतलब a couple of months पहले ही प्रोक्योर कर लिया था क्वार्टर का पूरा।)\n[11s] AGENT: Oh, you have procured for the entire quarter. (अच्छा, आपने पूरे क्वार्टर के लिए प्रोक्योर कर लिया।)\n[13s] CUSTOMER: Yes. Yes, thank you.\n[14s] AGENT: No no issue sir. If you have any future requirement, you can ping me on my WhatsApp.\n[17s] CUSTOMER: Sure, sure. Thank you.\n[18s] AGENT: Yeah.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "clear: Some background chatter from the agent's side, but the main conversation is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "10 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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer says they have no current requirement, acknowledge it, but still attempt to ask one or two discovery questions to gather intelligence for a future call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent introduced themself and the company. The customer immediately stated they had no current requirement as they had already procured material for the entire quarter. The agent accepted this and ended the call after offering their WhatsApp number for future needs, without attempting any discovery or setting a specific follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, good morning sir. This is Aditya from JSW One.\", \"comment\": \"The agent did not ask for permission to speak before the customer interjected.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was shut down by the customer before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer stated they had no requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer proactively stated they had no requirement before the agent could ask to qualify.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If you have any future requirement, you can ping me on my WhatsApp.\", \"comment\": \"The next step was passive and non-specific, failing to secure a committed callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, acknowledge it, but still attempt to ask one or two discovery questions to gather intelligence for a future call.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Sir, right now there is no requirement. We had procured for the entire quarter a couple of months ago.\", \"response\": \"No no issue sir. If you have any future requirement, you can ping me on my WhatsApp.\"}], \"call_summary\": \"The agent introduced themself and the company. The customer immediately stated they had no current requirement as they had already procured material for the entire quarter. The agent accepted this and ended the call after offering their WhatsApp number for future needs, without attempting any discovery or setting a specific follow-up.\"}", "error": null, "latency_ms": 32013, "input_tokens": 2789, "output_tokens": 765, "created_at": "2026-09-25 11:16:22", "sentiment": "positive", "sentiment_score": 0.543, "sentiment_confidence": "high", "pos": 18, "neg": 6, "lex_hits": 12, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.516, "agent_talk_sec": 8.2, "customer_talk_sec": 7.7, "dead_air_sec": 33.1, "longest_monologue_sec": 3.0, "agent_wpm": 278.0, "interruptions": 0, "agent_turns": 5, "customer_turns": 5, "discovery_qs": 1, "words_agent": 38, "words_customer": 34, "monologue_heavy": 0, "turns": [ { "ucid": "21112178893488771", "idx": 0, "speaker": "customer", "start_s": 0.17, "end_s": 0.7, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178893488771", "idx": 1, "speaker": "agent", "start_s": 1.0, "end_s": 1.6, "text_en": "Star Enterprises?", "text_native": "Star Enterprises?" }, { "ucid": "21112178893488771", "idx": 2, "speaker": "customer", "start_s": 1.97, "end_s": 2.6, "text_en": "Star Enterprises, yes.", "text_native": "Star Enterprises, yes." }, { "ucid": "21112178893488771", "idx": 3, "speaker": "agent", "start_s": 2.99, "end_s": 5.8, "text_en": "Sir, good morning sir. This is Aditya from JSW One.", "text_native": "सर, गुड मॉर्निंग सर। दिस इज़ आदित्य फ्रॉम JSW One." }, { "ucid": "21112178893488771", "idx": 4, "speaker": "customer", "start_s": 6.2, "end_s": 11.23, "text_en": "JSW One, okay. Sir, right now there is no requirement. We had procured for the entire quarter a couple of months ago.", "text_native": "JSW One, okay. सर, अभी तो कोई रिक्वायरमेंट नहीं है। हमने मतलब a couple of months पहले ही प्रोक्योर कर लिया था क्वार्टर का पूरा।" }, { "ucid": "21112178893488771", "idx": 5, "speaker": "agent", "start_s": 11.4, "end_s": 12.83, "text_en": "Oh, you have procured for the entire quarter.", "text_native": "अच्छा, आपने पूरे क्वार्टर के लिए प्रोक्योर कर लिया।" }, { "ucid": "21112178893488771", "idx": 6, "speaker": "customer", "start_s": 12.83, "end_s": 13.64, "text_en": "Yes. Yes, thank you.", "text_native": "Yes. Yes, thank you." }, { "ucid": "21112178893488771", "idx": 7, "speaker": "agent", "start_s": 13.79, "end_s": 16.8, "text_en": "No no issue sir. If you have any future requirement, you can ping me on my WhatsApp.", "text_native": "No no issue sir. If you have any future requirement, you can ping me on my WhatsApp." }, { "ucid": "21112178893488771", "idx": 8, "speaker": "customer", "start_s": 16.8, "end_s": 17.54, "text_en": "Sure, sure. Thank you.", "text_native": "Sure, sure. Thank you." }, { "ucid": "21112178893488771", "idx": 9, "speaker": "agent", "start_s": 18.0, "end_s": 18.3, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178893488771", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, good morning sir. This is Aditya from JSW One.", "comment": "The agent did not ask for permission to speak before the customer interjected." }, { "ucid": "21112178893488771", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was shut down by the customer before the agent could deliver a hook." }, { "ucid": "21112178893488771", "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 as the customer stated they had no requirement." }, { "ucid": "21112178893488771", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the pitch stage." }, { "ucid": "21112178893488771", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer proactively stated they had no requirement before the agent could ask to qualify." }, { "ucid": "21112178893488771", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "If you have any future requirement, you can ping me on my WhatsApp.", "comment": "The next step was passive and non-specific, failing to secure a committed callback date." } ], "objections": [ { "ucid": "21112178893488771", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "Sir, right now there is no requirement. We had procured for the entire quarter a couple of months ago.", "response": "No no issue sir. If you have any future requirement, you can ping me on my WhatsApp." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [ "rejection" ] }