{ "ucid": "21112178893844891", "call_date": "2026-09-09", "start_time": "2026-09-09 12:50:48", "end_time": "2026-09-09 12:52:14", "duration_sec": 86, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd1c7cc15a6cd30ce68d35216361df1cb.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 508, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178893844891__DIAd1c7cc15a6cd30ce68d35216361df1cb.mp3", "audio_bytes": 175824, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 58.608, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: What are you saying? Hello? (क्या बोल रहे हो? हेलो?)\n[2s] AGENT: Hello, Priyanka ma'am?\n[3s] CUSTOMER: Speak. (बोलिए।)\n[4s] AGENT: Yeah, hi, good afternoon. Sudhir here, madam, from JSW One MSME. Your company, Ionization Filtration Industries, was registered on a portal, madam. This was a follow-up call regarding your steel requirement. (Yeah, hi, good afternoon. Sudhir here, madam, from JSW One MSME. ये आपका कंपनी Ionization Filtration Industries was registered on a portal, madam. आपके steel requirement को लेके follow-up call था।)\n[12s] AGENT: Wanted to understand, do you have any requirement for steel right now? (Wanted to understand अभी steel में कुछ requirement है आपको?)\n[14s] CUSTOMER: The requirement is continuous. For three mm, five mm, etc., it's continuous. (Requirement तो continuously रहती है। तीन mm, पांच mm वगेरा की continuously रहती है।)\n[18s] CUSTOMER: Different types of MS plate.\n[20s] AGENT: So, until now, we have received an inquiry from your end only once, madam. (तो अभी तक आपके end से तो एक ही बार हमें inquiry आई है, madam.)\n[22s] AGENT: Do we need to do anything now? Is there an immediate requirement so that I can give you the quotation? (अभी कुछ करना है क्या? है अभी immediate requirement so that I can give you the quotation?)\n[25s] CUSTOMER: I will check and get all this done for you, and the concerned person from my side, the one who looks after this, I will give them your number. (मैं आपको चेक करके सब यह करवा देती हूं और मेरे जो कंसर्न पर्सन है, वह जो देखते हैं, उनको मैं आपका नंबर दे दूंगी।)\n[31s] AGENT: Don't give this number. This is a system's number. I will share my number with you on WhatsApp. (यह नंबर मत देना। This is a system's number. I will share my number to you on WhatsApp.)\n[34s] CUSTOMER: Okay, okay. Yes, give me that one. I will give it to them. (Okay, okay. हां, यह वह दे दीजिए मुझे। मैं उनको दे दूंगी।)\n[36s] AGENT: Immediately I will share it with you after this call. Okay? (Immediately I will share you after this call. Okay?)\n[38s] CUSTOMER: Okay, okay. Thank you.\n[39s] AGENT: Thank you, madam.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: Some background office noise is present but doesn't affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "You must follow the pitch structure. You skipped the opener, hook, and discovery, which meant you had no information to build a relevant pitch on.", "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 followed up with a manufacturing lead regarding their steel requirement. The customer confirmed a continuous need for MS plates but stated she was not the correct person for the discussion. The call concluded with the agent committing to send his direct contact number via WhatsApp for the customer to forward to the relevant person.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak; he went directly into the reason for the call after the greeting.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead asking directly about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to determine the customer's needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there an immediate requirement so that I can give you the quotation?\", \"comment\": \"The agent successfully asked if there was a current requirement, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will share my number with you on WhatsApp. Immediately I will share it with you after this call.\", \"comment\": \"The agent established a clear, committed next step to share his contact details for the correct person to reach out.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure. You skipped the opener, hook, and discovery, which meant you had no information to build a relevant pitch on.\", \"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 followed up with a manufacturing lead regarding their steel requirement. The customer confirmed a continuous need for MS plates but stated she was not the correct person for the discussion. The call concluded with the agent committing to send his direct contact number via WhatsApp for the customer to forward to the relevant person.\"}", "error": null, "latency_ms": 26958, "input_tokens": 3135, "output_tokens": 715, "created_at": "2026-09-25 11:15:22", "sentiment": "positive", "sentiment_score": 0.514, "sentiment_confidence": "high", "pos": 12, "neg": 0, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.58, "agent_talk_sec": 20.7, "customer_talk_sec": 15.0, "dead_air_sec": 50.3, "longest_monologue_sec": 9.3, "agent_wpm": 327.5, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 5, "words_agent": 113, "words_customer": 69, "monologue_heavy": 0, "turns": [ { "ucid": "21112178893844891", "idx": 0, "speaker": "customer", "start_s": 0.48, "end_s": 1.98, "text_en": "What are you saying? Hello?", "text_native": "क्या बोल रहे हो? हेलो?" }, { "ucid": "21112178893844891", "idx": 1, "speaker": "agent", "start_s": 2.06, "end_s": 2.9, "text_en": "Hello, Priyanka ma'am?", "text_native": "Hello, Priyanka ma'am?" }, { "ucid": "21112178893844891", "idx": 2, "speaker": "customer", "start_s": 3.3, "end_s": 3.73, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178893844891", "idx": 3, "speaker": "agent", "start_s": 4.16, "end_s": 11.2, "text_en": "Yeah, hi, good afternoon. Sudhir here, madam, from JSW One MSME. Your company, Ionization Filtration Industries, was registered on a portal, madam. This was a follow-up call regarding your steel requirement.", "text_native": "Yeah, hi, good afternoon. Sudhir here, madam, from JSW One MSME. ये आपका कंपनी Ionization Filtration Industries was registered on a portal, madam. आपके steel requirement को लेके follow-up call था।" }, { "ucid": "21112178893844891", "idx": 4, "speaker": "agent", "start_s": 11.6, "end_s": 13.9, "text_en": "Wanted to understand, do you have any requirement for steel right now?", "text_native": "Wanted to understand अभी steel में कुछ requirement है आपको?" }, { "ucid": "21112178893844891", "idx": 5, "speaker": "customer", "start_s": 14.36, "end_s": 17.4, "text_en": "The requirement is continuous. For three mm, five mm, etc., it's continuous.", "text_native": "Requirement तो continuously रहती है। तीन mm, पांच mm वगेरा की continuously रहती है।" }, { "ucid": "21112178893844891", "idx": 6, "speaker": "customer", "start_s": 17.9, "end_s": 19.4, "text_en": "Different types of MS plate.", "text_native": "Different types of MS plate." }, { "ucid": "21112178893844891", "idx": 7, "speaker": "agent", "start_s": 19.7, "end_s": 22.0, "text_en": "So, until now, we have received an inquiry from your end only once, madam.", "text_native": "तो अभी तक आपके end से तो एक ही बार हमें inquiry आई है, madam." }, { "ucid": "21112178893844891", "idx": 8, "speaker": "agent", "start_s": 22.4, "end_s": 25.0, "text_en": "Do we need to do anything now? Is there an immediate requirement so that I can give you the quotation?", "text_native": "अभी कुछ करना है क्या? है अभी immediate requirement so that I can give you the quotation?" }, { "ucid": "21112178893844891", "idx": 9, "speaker": "customer", "start_s": 25.3, "end_s": 30.4, "text_en": "I will check and get all this done for you, and the concerned person from my side, the one who looks after this, I will give them your number.", "text_native": "मैं आपको चेक करके सब यह करवा देती हूं और मेरे जो कंसर्न पर्सन है, वह जो देखते हैं, उनको मैं आपका नंबर दे दूंगी।" }, { "ucid": "21112178893844891", "idx": 10, "speaker": "agent", "start_s": 30.6, "end_s": 33.6, "text_en": "Don't give this number. This is a system's number. I will share my number with you on WhatsApp.", "text_native": "यह नंबर मत देना। This is a system's number. I will share my number to you on WhatsApp." }, { "ucid": "21112178893844891", "idx": 11, "speaker": "customer", "start_s": 33.6, "end_s": 36.0, "text_en": "Okay, okay. Yes, give me that one. I will give it to them.", "text_native": "Okay, okay. हां, यह वह दे दीजिए मुझे। मैं उनको दे दूंगी।" }, { "ucid": "21112178893844891", "idx": 12, "speaker": "agent", "start_s": 36.0, "end_s": 37.8, "text_en": "Immediately I will share it with you after this call. Okay?", "text_native": "Immediately I will share you after this call. Okay?" }, { "ucid": "21112178893844891", "idx": 13, "speaker": "customer", "start_s": 38.0, "end_s": 39.0, "text_en": "Okay, okay. Thank you.", "text_native": "Okay, okay. Thank you." }, { "ucid": "21112178893844891", "idx": 14, "speaker": "agent", "start_s": 39.0, "end_s": 39.8, "text_en": "Thank you, madam.", "text_native": "Thank you, madam." } ], "steps": [ { "ucid": "21112178893844891", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak; he went directly into the reason for the call after the greeting." }, { "ucid": "21112178893844891", "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 provide a supply or price hook, instead asking directly about requirements." }, { "ucid": "21112178893844891", "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 about the customer's business, volume, or current suppliers." }, { "ucid": "21112178893844891", "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 determine the customer's needs." }, { "ucid": "21112178893844891", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Is there an immediate requirement so that I can give you the quotation?", "comment": "The agent successfully asked if there was a current requirement, which is the core intent of this step." }, { "ucid": "21112178893844891", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will share my number with you on WhatsApp. Immediately I will share it with you after this call.", "comment": "The agent established a clear, committed next step to share his contact details for the correct person to reach out." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }