{ "ucid": "21112178893514281", "call_date": "2026-09-09", "start_time": "2026-09-09 11:55:42", "end_time": "2026-09-09 11:56:40", "duration_sec": 58, "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/DIA1bc5422124418d8498d40b87c0ef6f4f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 527, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178893514281__DIA1bc5422124418d8498d40b87c0ef6f4f.mp3", "audio_bytes": 115560, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 38.52, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[3s] CUSTOMER: Hello? (हॅलो?)\n[4s] AGENT: Hello Shivansh Enterprises? (हॅलो शिवांश एंटरप्राइजेस?)\n[5s] CUSTOMER: Yes. (हां।)\n[6s] AGENT: Sir, hello, this is Aditya Pandey calling from JSW One. (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[9s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[10s] AGENT: Sir, actually you had registered on our platform, I had called regarding that. Did you have any requirement for HR? I had called last time as well but there was no response. (सर एक्चुअली में आप हमारे प्लॅटफॉर्म पे रजिस्टर थे उसके रिगार्डिंग कॉल किया था। आपको कुछ HR में आपकी रिक्वायरमेंट थी क्या? लास्ट टाइम भी कॉल किया था तो कुछ रिस्पॉन्स नहीं हो पाया था।)\n[16s] CUSTOMER: No, not right now. (नहीं अभी नहीं है।)\n[17s] AGENT: Okay sir, I will WhatsApp you my number. If you have any requirement in the future, please check it. (ठीक है सर, मैं आपको WhatsApp कर देता हूं अपना नंबर। अगर आपको कुछ फ्यूचर में कुछ रिक्वायरमेंट हो तो प्लीज चेक कर लीजिएगा।)\n[22s] CUSTOMER: WhatsApp the rate as well. In what all widths? (रेट भी करो WhatsApp। क्या क्या विड्थ में?)\n[24s] AGENT: Okay. Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "clear: Some background noise on the agent's side (call center environment) but speech 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 asks for rates and widths after initially saying 'no', you must treat that as an opening for discovery 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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a registered lead to inquire about HR requirements. The customer initially stated they had no current need but then asked the agent to WhatsApp the rates and available widths. The agent agreed to send the information and ended the call without performing any discovery or qualifying the lead's interest.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।\", \"comment\": \"The agent did not ask for permission to speak, which is a required component of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"आपको कुछ HR में आपकी रिक्वायरमेंट थी क्या?\", \"comment\": \"The agent did not lead with a supply or price hook, instead immediately asking about a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions; the customer's question about width does not count as an agent-led discovery attempt.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"आपको कुछ HR में आपकी रिक्वायरमेंट थी क्या?\", \"comment\": \"The agent asked about a requirement, but after the customer said 'no' and then asked for rates, the agent failed to capture any specific details like grade, thickness, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"ठीक है सर, मैं आपको WhatsApp कर देता हूं अपना नंबर।\", \"comment\": \"The agent committed to sending his number, not a specific quote or a scheduled callback, which does not meet the criteria for a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for rates and widths after initially saying 'no', you must treat that as an opening for discovery 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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"रेट भी करो WhatsApp। क्या क्या विड्थ में?\", \"response\": \"Okay. Okay.\"}], \"call_summary\": \"The agent contacted a registered lead to inquire about HR requirements. The customer initially stated they had no current need but then asked the agent to WhatsApp the rates and available widths. The agent agreed to send the information and ended the call without performing any discovery or qualifying the lead's interest.\"}", "error": null, "latency_ms": 27252, "input_tokens": 2869, "output_tokens": 810, "created_at": "2026-09-25 11:16:13", "sentiment": "positive", "sentiment_score": 0.517, "sentiment_confidence": "high", "pos": 4, "neg": 1, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.775, "agent_talk_sec": 13.8, "customer_talk_sec": 4.0, "dead_air_sec": 40.2, "longest_monologue_sec": 5.3, "agent_wpm": 287.0, "interruptions": 0, "agent_turns": 5, "customer_turns": 5, "discovery_qs": 2, "words_agent": 66, "words_customer": 18, "monologue_heavy": 1, "turns": [ { "ucid": "21112178893514281", "idx": 0, "speaker": "customer", "start_s": 2.97, "end_s": 3.37, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178893514281", "idx": 1, "speaker": "agent", "start_s": 3.57, "end_s": 4.67, "text_en": "Hello Shivansh Enterprises?", "text_native": "हॅलो शिवांश एंटरप्राइजेस?" }, { "ucid": "21112178893514281", "idx": 2, "speaker": "customer", "start_s": 4.97, "end_s": 5.17, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178893514281", "idx": 3, "speaker": "agent", "start_s": 5.67, "end_s": 8.17, "text_en": "Sir, hello, this is Aditya Pandey calling from JSW One.", "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।" }, { "ucid": "21112178893514281", "idx": 4, "speaker": "customer", "start_s": 8.8, "end_s": 9.3, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "21112178893514281", "idx": 5, "speaker": "agent", "start_s": 9.6, "end_s": 14.9, "text_en": "Sir, actually you had registered on our platform, I had called regarding that. Did you have any requirement for HR? I had called last time as well but there was no response.", "text_native": "सर एक्चुअली में आप हमारे प्लॅटफॉर्म पे रजिस्टर थे उसके रिगार्डिंग कॉल किया था। आपको कुछ HR में आपकी रिक्वायरमेंट थी क्या? लास्ट टाइम भी कॉल किया था तो कुछ रिस्पॉन्स नहीं हो पाया था।" }, { "ucid": "21112178893514281", "idx": 6, "speaker": "customer", "start_s": 15.61, "end_s": 16.41, "text_en": "No, not right now.", "text_native": "नहीं अभी नहीं है।" }, { "ucid": "21112178893514281", "idx": 7, "speaker": "agent", "start_s": 17.21, "end_s": 21.21, "text_en": "Okay sir, I will WhatsApp you my number. If you have any requirement in the future, please check it.", "text_native": "ठीक है सर, मैं आपको WhatsApp कर देता हूं अपना नंबर। अगर आपको कुछ फ्यूचर में कुछ रिक्वायरमेंट हो तो प्लीज चेक कर लीजिएगा।" }, { "ucid": "21112178893514281", "idx": 8, "speaker": "customer", "start_s": 21.71, "end_s": 23.81, "text_en": "WhatsApp the rate as well. In what all widths?", "text_native": "रेट भी करो WhatsApp। क्या क्या विड्थ में?" }, { "ucid": "21112178893514281", "idx": 9, "speaker": "agent", "start_s": 24.41, "end_s": 25.31, "text_en": "Okay. Okay.", "text_native": "Okay. Okay." } ], "steps": [ { "ucid": "21112178893514281", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।", "comment": "The agent did not ask for permission to speak, which is a required component of the opener." }, { "ucid": "21112178893514281", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "आपको कुछ HR में आपकी रिक्वायरमेंट थी क्या?", "comment": "The agent did not lead with a supply or price hook, instead immediately asking about a requirement." }, { "ucid": "21112178893514281", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions; the customer's question about width does not count as an agent-led discovery attempt." }, { "ucid": "21112178893514281", "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 performed, and no USPs were pitched." }, { "ucid": "21112178893514281", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "आपको कुछ HR में आपकी रिक्वायरमेंट थी क्या?", "comment": "The agent asked about a requirement, but after the customer said 'no' and then asked for rates, the agent failed to capture any specific details like grade, thickness, or quantity." }, { "ucid": "21112178893514281", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "ठीक है सर, मैं आपको WhatsApp कर देता हूं अपना नंबर।", "comment": "The agent committed to sending his number, not a specific quote or a scheduled callback, which does not meet the criteria for a committed next step." } ], "objections": [ { "ucid": "21112178893514281", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "रेट भी करो WhatsApp। क्या क्या विड्थ में?", "response": "Okay. Okay." } ], "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": [] }