{ "ucid": "21112178893720441", "call_date": "2026-09-09", "start_time": "2026-09-09 12:30:04", "end_time": "2026-09-09 12:30:59", "duration_sec": 55, "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/DIA9213b1fef84b2783f03c585d27665dc9.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 518, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178893720441__DIA9213b1fef84b2783f03c585d27665dc9.mp3", "audio_bytes": 98928, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 32.976, "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, please speak. (हाँ जी बोलिए।)\n[2s] AGENT: Uh sir, I am speaking from JSW One. (अह सर JSW One से बात कर रहा हूं मैं।)\n[4s] CUSTOMER: Yes, so please speak. (हाँ तो बोलिए ना।)\n[6s] AGENT: Uh sir, are you looking for any requirement in sheet metals etc.? (अह सर कुछ requirement में देख रहे sheet metals वगेरा में?)\n[8s] CUSTOMER: This is in design. There is a requirement, it's in design. Will you call in a day or two? (ये तो design में है। है requirement तो है, design में है। आप एक दो दिन में call करेंगे क्या?)\n[13s] AGENT: Absolutely sir. (बिलकुल सर।)\n[14s] CUSTOMER: Or else, WhatsApp your profile to me. I will contact you. (या फिर आपका profile मुझे WhatsApp करके रख दो। मैं आपको contact करता हूं।)\n[17s] AGENT: I will do it. Absolutely, absolutely. I will do it, and I will make a follow-up call to you. (मैं कर देता हूं। बिलकुल बिलकुल। मैं कर भी देता हूं, एक follow up call कर लूंगा आपको।)\n[20s] CUSTOMER: Yes, yes, yes. (जी जी जी।)\n[20s] AGENT: Okay sir.\n[22s] CUSTOMER: Yes. (जी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "Always follow the pitch structure: start with a proper opener and ask for permission before asking about requirements. This builds rapport and gives you a chance to deliver your hook.", "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 contacted a customer who confirmed a future requirement for sheet metal, which is currently in the design phase. The customer asked the agent to call back in a day or two and to send their profile via WhatsApp. The agent agreed to both actions and concluded the call without conducting any discovery.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak, instead jumping directly to a question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook; they immediately asked if the customer had a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, manufacturing process, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to understand the customer's needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in sheet metals etc.?\", \"comment\": \"The agent successfully asked if a requirement exists, which the customer confirmed.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will do it, and I will make a follow-up call to you.\", \"comment\": \"The agent agreed to the customer's request for a callback, establishing a clear next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always follow the pitch structure: start with a proper opener and ask for permission before asking about requirements. This builds rapport and gives you a chance to deliver your hook.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"WhatsApp your profile to me. I will contact you.\", \"response\": \"I will do it. Absolutely, absolutely. I will do it, and I will make a follow-up call to you.\"}], \"call_summary\": \"The agent contacted a customer who confirmed a future requirement for sheet metal, which is currently in the design phase. The customer asked the agent to call back in a day or two and to send their profile via WhatsApp. The agent agreed to both actions and concluded the call without conducting any discovery.\"}", "error": null, "latency_ms": 32868, "input_tokens": 2895, "output_tokens": 795, "created_at": "2026-09-25 11:15:49", "sentiment": "positive", "sentiment_score": 0.315, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.424, "agent_talk_sec": 8.4, "customer_talk_sec": 11.4, "dead_air_sec": 35.2, "longest_monologue_sec": 2.7, "agent_wpm": 321.4, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 1, "words_agent": 45, "words_customer": 42, "monologue_heavy": 0, "turns": [ { "ucid": "21112178893720441", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.81, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178893720441", "idx": 1, "speaker": "agent", "start_s": 0.91, "end_s": 1.41, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178893720441", "idx": 2, "speaker": "customer", "start_s": 1.54, "end_s": 2.24, "text_en": "Yes, please speak.", "text_native": "हाँ जी बोलिए।" }, { "ucid": "21112178893720441", "idx": 3, "speaker": "agent", "start_s": 2.44, "end_s": 4.2, "text_en": "Uh sir, I am speaking from JSW One.", "text_native": "अह सर JSW One से बात कर रहा हूं मैं।" }, { "ucid": "21112178893720441", "idx": 4, "speaker": "customer", "start_s": 4.3, "end_s": 5.14, "text_en": "Yes, so please speak.", "text_native": "हाँ तो बोलिए ना।" }, { "ucid": "21112178893720441", "idx": 5, "speaker": "agent", "start_s": 5.55, "end_s": 7.84, "text_en": "Uh sir, are you looking for any requirement in sheet metals etc.?", "text_native": "अह सर कुछ requirement में देख रहे sheet metals वगेरा में?" }, { "ucid": "21112178893720441", "idx": 6, "speaker": "customer", "start_s": 8.04, "end_s": 13.0, "text_en": "This is in design. There is a requirement, it's in design. Will you call in a day or two?", "text_native": "ये तो design में है। है requirement तो है, design में है। आप एक दो दिन में call करेंगे क्या?" }, { "ucid": "21112178893720441", "idx": 7, "speaker": "agent", "start_s": 13.0, "end_s": 13.5, "text_en": "Absolutely sir.", "text_native": "बिलकुल सर।" }, { "ucid": "21112178893720441", "idx": 8, "speaker": "customer", "start_s": 13.5, "end_s": 16.8, "text_en": "Or else, WhatsApp your profile to me. I will contact you.", "text_native": "या फिर आपका profile मुझे WhatsApp करके रख दो। मैं आपको contact करता हूं।" }, { "ucid": "21112178893720441", "idx": 9, "speaker": "agent", "start_s": 16.8, "end_s": 19.5, "text_en": "I will do it. Absolutely, absolutely. I will do it, and I will make a follow-up call to you.", "text_native": "मैं कर देता हूं। बिलकुल बिलकुल। मैं कर भी देता हूं, एक follow up call कर लूंगा आपको।" }, { "ucid": "21112178893720441", "idx": 10, "speaker": "customer", "start_s": 19.5, "end_s": 19.9, "text_en": "Yes, yes, yes.", "text_native": "जी जी जी।" }, { "ucid": "21112178893720441", "idx": 11, "speaker": "agent", "start_s": 20.4, "end_s": 21.0, "text_en": "Okay sir.", "text_native": "Okay sir." }, { "ucid": "21112178893720441", "idx": 12, "speaker": "customer", "start_s": 21.6, "end_s": 22.0, "text_en": "Yes.", "text_native": "जी।" } ], "steps": [ { "ucid": "21112178893720441", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not use the customer's name or ask for permission to speak, instead jumping directly to a question." }, { "ucid": "21112178893720441", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not deliver a supply or price hook; they immediately asked if the customer had a requirement." }, { "ucid": "21112178893720441", "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 to understand the customer's business, manufacturing process, or procurement habits." }, { "ucid": "21112178893720441", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched as no discovery was conducted to understand the customer's needs." }, { "ucid": "21112178893720441", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, are you looking for any requirement in sheet metals etc.?", "comment": "The agent successfully asked if a requirement exists, which the customer confirmed." }, { "ucid": "21112178893720441", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will do it, and I will make a follow-up call to you.", "comment": "The agent agreed to the customer's request for a callback, establishing a clear next step." } ], "objections": [ { "ucid": "21112178893720441", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "WhatsApp your profile to me. I will contact you.", "response": "I will do it. Absolutely, absolutely. I will do it, and I will make a follow-up call to you." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }