{ "ucid": "21112178893597881", "call_date": "2026-09-09", "start_time": "2026-09-09 12:09:38", "end_time": "2026-09-09 12:10:46", "duration_sec": 68, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA29e8b6d533b68b5fade8f0256d6590ce.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 523, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178893597881__DIA29e8b6d533b68b5fade8f0256d6590ce.mp3", "audio_bytes": 134784, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 44.928, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: Hello. (हॅलो.)\n[3s] AGENT: Uh Kalbhari Kalbhari Udyog? (अं कालबारी कालबारी उद्योग?)\n[4s] CUSTOMER: Yes, correct. (हां बरोबर.)\n[5s] AGENT: Uh sir, greetings. I'm calling from JSW One, sir. Jindal Steel Works, head office Mumbai. (अं सर नमस्कार. JSW One मधून बोलतोय साहेब. जिंदाल स्टील वर्क्स, हेड ऑफिस मुंबई.)\n[9s] CUSTOMER: Yes, speak. (हां बोला ना.)\n[10s] AGENT: Sir, you had this account, registered on our portal, and I had seen that you had also given inquiries in between. But unfortunately sir, it didn't get executed. And I am actually calling directly from the CEO office. Sir, can you give me a little heads up? What issue is coming up, sir? We also want to do business with you. How can we do it? What can be worked out, sir? (साहेब आपला हा अकाउंट होता, आपला पोर्टलवर रजिस्टर्ड आणि मी बघितलं होतं मध्ये तुम्ही इन्क्वायरीज पण दिली होती. बट अनफॉर्च्युनेटली साहेब काही एक्झिक्युट नाही झाली. And I am actually calling directly from the CEO office. साहेब मला थोडा तुम्ही हेड्स अप देऊ शकता का? काय इश्यू येतोय साहेब? आम्हाला पण बिझनेस करायचंय तुमच्यासोबत. कसं करू शकता आपण? काय बसू शकतं साहेब?)\n[20s] CUSTOMER: You do a visit. (तुम्ही व्हिजिट करा ना.)\n[21s] AGENT: Will do. I will align it. I will align it. (चालेल. मी अलाइन करतो. मी अलाइन करतो.)\n[23s] CUSTOMER: Okay, do it. (ओके, करा.)\n[24s] AGENT: Yes, then, thank you. (हो, मग, थँक्यू.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "noisy: Constant background mechanical noise is present throughout the call, which slightly impacts clarity.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": 1.0, "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\"]", "pitch_coaching_note": "You skipped the entire pitch structure and instead focused on past failed inquiries; you must follow the script to do discovery and qualify the customer before suggesting next steps.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called a previously registered customer to understand why past inquiries had not converted. The customer did not answer the question and instead requested a site visit. The agent agreed to arrange the visit and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak before launching into a long opening statement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use a supply-led hook; instead, he asked about why past inquiries did not convert.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six required discovery questions, instead asking a general question about past issues.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Will do. I will align it. I will align it.\", \"comment\": \"Agent successfully secured a next step by agreeing to the customer's request for a visit.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire pitch structure and instead focused on past failed inquiries; you must follow the script to do discovery and qualify the customer before suggesting next steps.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a previously registered customer to understand why past inquiries had not converted. The customer did not answer the question and instead requested a site visit. The agent agreed to arrange the visit and ended the call.\"}", "error": null, "latency_ms": 32996, "input_tokens": 3020, "output_tokens": 661, "created_at": "2026-09-25 11:16:05", "sentiment": "neutral", "sentiment_score": 0.064, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.826, "agent_talk_sec": 17.6, "customer_talk_sec": 3.7, "dead_air_sec": 46.7, "longest_monologue_sec": 9.5, "agent_wpm": 361.4, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 5, "words_agent": 106, "words_customer": 13, "monologue_heavy": 1, "turns": [ { "ucid": "21112178893597881", "idx": 0, "speaker": "customer", "start_s": 0.37, "end_s": 0.88, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178893597881", "idx": 1, "speaker": "agent", "start_s": 1.18, "end_s": 1.55, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178893597881", "idx": 2, "speaker": "customer", "start_s": 1.86, "end_s": 2.3, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178893597881", "idx": 3, "speaker": "agent", "start_s": 2.59, "end_s": 3.99, "text_en": "Uh Kalbhari Kalbhari Udyog?", "text_native": "अं कालबारी कालबारी उद्योग?" }, { "ucid": "21112178893597881", "idx": 4, "speaker": "customer", "start_s": 4.26, "end_s": 4.8, "text_en": "Yes, correct.", "text_native": "हां बरोबर." }, { "ucid": "21112178893597881", "idx": 5, "speaker": "agent", "start_s": 5.08, "end_s": 8.5, "text_en": "Uh sir, greetings. I'm calling from JSW One, sir. Jindal Steel Works, head office Mumbai.", "text_native": "अं सर नमस्कार. JSW One मधून बोलतोय साहेब. जिंदाल स्टील वर्क्स, हेड ऑफिस मुंबई." }, { "ucid": "21112178893597881", "idx": 6, "speaker": "customer", "start_s": 8.8, "end_s": 9.48, "text_en": "Yes, speak.", "text_native": "हां बोला ना." }, { "ucid": "21112178893597881", "idx": 7, "speaker": "agent", "start_s": 9.7, "end_s": 19.2, "text_en": "Sir, you had this account, registered on our portal, and I had seen that you had also given inquiries in between. But unfortunately sir, it didn't get executed. And I am actually calling directly from the CEO office. Sir, can you give me a little heads up? What issue is coming up, sir? We also want to do business with you. How can we do it? What can be worked out, sir?", "text_native": "साहेब आपला हा अकाउंट होता, आपला पोर्टलवर रजिस्टर्ड आणि मी बघितलं होतं मध्ये तुम्ही इन्क्वायरीज पण दिली होती. बट अनफॉर्च्युनेटली साहेब काही एक्झिक्युट नाही झाली. And I am actually calling directly from the CEO office. साहेब मला थोडा तुम्ही हेड्स अप देऊ शकता का? काय इश्यू येतोय साहेब? आम्हाला पण बिझनेस करायचंय तुमच्यासोबत. कसं करू शकता आपण? काय बसू शकतं साहेब?" }, { "ucid": "21112178893597881", "idx": 8, "speaker": "customer", "start_s": 19.53, "end_s": 20.53, "text_en": "You do a visit.", "text_native": "तुम्ही व्हिजिट करा ना." }, { "ucid": "21112178893597881", "idx": 9, "speaker": "agent", "start_s": 20.84, "end_s": 22.78, "text_en": "Will do. I will align it. I will align it.", "text_native": "चालेल. मी अलाइन करतो. मी अलाइन करतो." }, { "ucid": "21112178893597881", "idx": 10, "speaker": "customer", "start_s": 23.0, "end_s": 23.54, "text_en": "Okay, do it.", "text_native": "ओके, करा." }, { "ucid": "21112178893597881", "idx": 11, "speaker": "agent", "start_s": 23.76, "end_s": 24.76, "text_en": "Yes, then, thank you.", "text_native": "हो, मग, थँक्यू." } ], "steps": [ { "ucid": "21112178893597881", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak before launching into a long opening statement." }, { "ucid": "21112178893597881", "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 use a supply-led hook; instead, he asked about why past inquiries did not convert." }, { "ucid": "21112178893597881", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any of the six required discovery questions, instead asking a general question about past issues." }, { "ucid": "21112178893597881", "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 conducted, and consequently no relevant USPs were pitched." }, { "ucid": "21112178893597881", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask if the customer had a current requirement." }, { "ucid": "21112178893597881", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Will do. I will align it. I will align it.", "comment": "Agent successfully secured a next step by agreeing to the customer's request for a visit." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }