{ "ucid": "21112178895194071", "call_date": "2026-09-09", "start_time": "2026-09-09 16:35:40", "end_time": "2026-09-09 16:36:37", "duration_sec": 57, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Onboarded", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa73c73cf45876a0a9c3fe20e932db087.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 470, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178895194071__DIAa73c73cf45876a0a9c3fe20e932db087.mp3", "audio_bytes": 84888, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 28.296, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello (हेलो)\n[2s] AGENT: Hello (हेलो)\n[2s] CUSTOMER: Yes (हां जी)\n[3s] AGENT: Uh yes sir, this is Kartik speaking from JSW One. (अह हां जी सर, कार्तिक बात कर रहा था JSW One से।)\n[6s] CUSTOMER: Uh brother, it's been one and a half to two years since I left JREW. (अह brother, मैं ना JREW छोड़े हुए मेरे को डेढ़ दो साल हो गए।)\n[10s] AGENT: Oh, okay, okay. (अच्छा अच्छा अच्छा।)\n[10s] CUSTOMER: I don't handle it. (मैं नहीं handle करता जी।)\n[12s] AGENT: Okay, okay. Alright, I'll get your account... uh... done so that you don't receive calls. (अच्छा अच्छा। ठीक है, मैं ना आपका account ये वो करा देता हूं ताकि calls ना आए आपको।)\n[16s] CUSTOMER: Okay. (Okay जी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 9, "connected": 1, "audio_notes": "clear: The customer states they have left the company the agent is trying to reach.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "9 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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "You handled this wrong-contact situation professionally; please ensure your call disposition accurately reflects the outcome (e.g., 'Wrong Contact') to improve data quality.", "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 introduced himself, and the customer immediately informed him that he had left the target company (JREW) one and a half to two years ago. The agent handled the wrong-contact situation professionally, offering to update the system to prevent future calls. The call ended, though the logged disposition of 'Onboarded' is incorrect.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"this is Kartik speaking from JSW One.\", \"comment\": \"Agent successfully greeted and identified himself and the company before the customer interrupted.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the discovery phase could begin as the contact was incorrect.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the pitch phase could begin.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the qualification phase could begin.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll get your account... uh... done so that you don't receive calls.\", \"comment\": \"Agent committed to a clear and appropriate next step for a wrong-contact situation.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You handled this wrong-contact situation professionally; please ensure your call disposition accurately reflects the outcome (e.g., 'Wrong Contact') to improve data quality.\", \"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 introduced himself, and the customer immediately informed him that he had left the target company (JREW) one and a half to two years ago. The agent handled the wrong-contact situation professionally, offering to update the system to prevent future calls. The call ended, though the logged disposition of 'Onboarded' is incorrect.\"}", "error": null, "latency_ms": 40052, "input_tokens": 2781, "output_tokens": 680, "created_at": "2026-09-25 11:13:35", "sentiment": "positive", "sentiment_score": 0.18, "sentiment_confidence": "high", "pos": 1, "neg": 2, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.566, "agent_talk_sec": 7.7, "customer_talk_sec": 5.9, "dead_air_sec": 43.4, "longest_monologue_sec": 3.8, "agent_wpm": 226.0, "interruptions": 0, "agent_turns": 4, "customer_turns": 5, "discovery_qs": 0, "words_agent": 29, "words_customer": 22, "monologue_heavy": 0, "turns": [ { "ucid": "21112178895194071", "idx": 0, "speaker": "customer", "start_s": 0.5, "end_s": 1.0, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178895194071", "idx": 1, "speaker": "agent", "start_s": 1.59, "end_s": 2.09, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178895194071", "idx": 2, "speaker": "customer", "start_s": 2.29, "end_s": 2.7, "text_en": "Yes", "text_native": "हां जी" }, { "ucid": "21112178895194071", "idx": 3, "speaker": "agent", "start_s": 3.0, "end_s": 5.8, "text_en": "Uh yes sir, this is Kartik speaking from JSW One.", "text_native": "अह हां जी सर, कार्तिक बात कर रहा था JSW One से।" }, { "ucid": "21112178895194071", "idx": 4, "speaker": "customer", "start_s": 6.24, "end_s": 9.59, "text_en": "Uh brother, it's been one and a half to two years since I left JREW.", "text_native": "अह brother, मैं ना JREW छोड़े हुए मेरे को डेढ़ दो साल हो गए।" }, { "ucid": "21112178895194071", "idx": 5, "speaker": "agent", "start_s": 9.59, "end_s": 10.2, "text_en": "Oh, okay, okay.", "text_native": "अच्छा अच्छा अच्छा।" }, { "ucid": "21112178895194071", "idx": 6, "speaker": "customer", "start_s": 10.5, "end_s": 11.5, "text_en": "I don't handle it.", "text_native": "मैं नहीं handle करता जी।" }, { "ucid": "21112178895194071", "idx": 7, "speaker": "agent", "start_s": 11.8, "end_s": 15.6, "text_en": "Okay, okay. Alright, I'll get your account... uh... done so that you don't receive calls.", "text_native": "अच्छा अच्छा। ठीक है, मैं ना आपका account ये वो करा देता हूं ताकि calls ना आए आपको।" }, { "ucid": "21112178895194071", "idx": 8, "speaker": "customer", "start_s": 16.0, "end_s": 16.6, "text_en": "Okay.", "text_native": "Okay जी।" } ], "steps": [ { "ucid": "21112178895194071", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "this is Kartik speaking from JSW One.", "comment": "Agent successfully greeted and identified himself and the company before the customer interrupted." }, { "ucid": "21112178895194071", "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 terminated by the customer before the agent could deliver the hook." }, { "ucid": "21112178895194071", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended before the discovery phase could begin as the contact was incorrect." }, { "ucid": "21112178895194071", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the pitch phase could begin." }, { "ucid": "21112178895194071", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the qualification phase could begin." }, { "ucid": "21112178895194071", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll get your account... uh... done so that you don't receive calls.", "comment": "Agent committed to a clear and appropriate next step for a wrong-contact situation." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }