{ "ucid": "21112178895515981", "call_date": "2026-09-09", "start_time": "2026-09-09 17:29:19", "end_time": "2026-09-09 17:30:40", "duration_sec": 81, "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/DIA7c251f458721978eafa8a299520a6166.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 445, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178895515981__DIA7c251f458721978eafa8a299520a6166.mp3", "audio_bytes": 196344, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 65.448, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[3s] AGENT: Sir, I am calling from JSW One, Aare Multi Services. (सर JSW One से बात कर रहा हूं, Aare Multi Services.)\n[5s] CUSTOMER: Yes, tell me. (हां बोलिए ना.)\n[6s] AGENT: Uh sir, I had called just to understand, is there any requirement, sir, in HR etc.? (अ सर मैंने कॉल किया था just to understand, कुछ requirement है सर HR वगेरा में?)\n[10s] CUSTOMER: If you have GP, then GP. (GP का है तो GP.)\n[12s] AGENT: You will get GP, sir. What thickness do you need? (GP मिल जाएगा ना सर. क्या thickness में चाहिए?)\n[14s] CUSTOMER: Point eight, point nine. In twelve hundred and fifty. Eighty GSM. (Point eight, point nine. साढ़े बारह सौ में. Eighty GSM.)\n[16s] AGENT: Point eight, point nine, okay. In twelve hundred and fifty. 80 GSM, 275, or 550? (Point eight, point nine, ठीक है. साढ़े बारह सौ में. Eighty GSM, 275, की 550?)\n[21s] CUSTOMER: Eighty GSM.\n[22s] AGENT: Regular standard, right? (Regular standard ना?)\n[23s] CUSTOMER: Yes. (हां.)\n[23s] AGENT: And it will be a sheet rate, right? What length do you need? (और sheet का रेट आएगा ना? Length क्या चाहिए?)\n[25s] CUSTOMER: Twelve hundred and fifty, twelve hundred and fifty, twelve hundred and fifty. (साढ़े बारह सौ, साढ़े बारह सौ, साढ़े बारह सौ.)\n[27s] AGENT: This is the width, isn't it sir? Width twenty-five hundred, yes? (ये तो width हुआ ना सर? Width पच्चीस सौ हां?)\n[29s] CUSTOMER: Twelve hundred and fifty, twenty-five hundred. (साढ़े बारह सौ, पच्चीस सौ.)\n[30s] AGENT: Okay, okay. Give me fifteen minutes, in fifteen minutes I will connect with you on WhatsApp with the price and details. (ठीक है, ठीक है. मुझे पंद्रह मिनट दो, पंद्रह मिनट में मैं आपको WhatsApp पे price and detail connect कर लेता हूं आपसे.)\n[35s] CUSTOMER: Yes. (हां जी.)\n[36s] AGENT: Okay sir. (ठीक है सर.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "noisy: Significant background noise and some crosstalk on the customer's side, making some parts difficult to discern clearly.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 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": 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 must follow the pitch structure. Before asking for an order, use the discovery questions to understand the customer's business so you can build rapport and pitch relevant benefits.", "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 opened by asking for a requirement. The customer immediately stated a need for GP coils, providing thickness, width, and GSM. The agent collected these partial details, missing key info like quantity, and committed to sending a quote via WhatsApp in 15 minutes. No discovery or pitching was attempted.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling from JSW One, Aare Multi Services.\", \"comment\": \"Agent identified JSW One but failed to ask for permission to speak, jumping directly into a question about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, I had called just to understand, is there any requirement, sir, in HR etc.?\", \"comment\": \"Agent did not provide a supply or price hook, instead opening with a direct and blunt question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business (manufacturing type, volume, suppliers, etc.), instead moving directly to the customer's stated need.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; the conversation was purely transactional about the customer's immediate need.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"What thickness do you need?\", \"comment\": \"Agent attempted to qualify but failed to capture critical information like quantity and delivery location, which are necessary to create a quote.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Give me fifteen minutes, in fifteen minutes I will connect with you on WhatsApp with the price and details.\", \"comment\": \"Agent set a clear, committed next step with a specific action (send quote) and a specific timeframe (15 minutes).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure. Before asking for an order, use the discovery questions to understand the customer's business so you can build rapport and pitch relevant benefits.\", \"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 opened by asking for a requirement. The customer immediately stated a need for GP coils, providing thickness, width, and GSM. The agent collected these partial details, missing key info like quantity, and committed to sending a quote via WhatsApp in 15 minutes. No discovery or pitching was attempted.\"}", "error": null, "latency_ms": 28223, "input_tokens": 3136, "output_tokens": 776, "created_at": "2026-09-25 11:12:19", "sentiment": "negative", "sentiment_score": -0.175, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.717, "agent_talk_sec": 20.8, "customer_talk_sec": 8.2, "dead_air_sec": 52.0, "longest_monologue_sec": 4.5, "agent_wpm": 294.2, "interruptions": 0, "agent_turns": 9, "customer_turns": 9, "discovery_qs": 8, "words_agent": 102, "words_customer": 44, "monologue_heavy": 0, "turns": [ { "ucid": "21112178895515981", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.31, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178895515981", "idx": 1, "speaker": "agent", "start_s": 2.83, "end_s": 5.08, "text_en": "Sir, I am calling from JSW One, Aare Multi Services.", "text_native": "सर JSW One से बात कर रहा हूं, Aare Multi Services." }, { "ucid": "21112178895515981", "idx": 2, "speaker": "customer", "start_s": 5.4, "end_s": 5.89, "text_en": "Yes, tell me.", "text_native": "हां बोलिए ना." }, { "ucid": "21112178895515981", "idx": 3, "speaker": "agent", "start_s": 6.18, "end_s": 9.54, "text_en": "Uh sir, I had called just to understand, is there any requirement, sir, in HR etc.?", "text_native": "अ सर मैंने कॉल किया था just to understand, कुछ requirement है सर HR वगेरा में?" }, { "ucid": "21112178895515981", "idx": 4, "speaker": "customer", "start_s": 10.3, "end_s": 11.08, "text_en": "If you have GP, then GP.", "text_native": "GP का है तो GP." }, { "ucid": "21112178895515981", "idx": 5, "speaker": "agent", "start_s": 11.5, "end_s": 13.24, "text_en": "You will get GP, sir. What thickness do you need?", "text_native": "GP मिल जाएगा ना सर. क्या thickness में चाहिए?" }, { "ucid": "21112178895515981", "idx": 6, "speaker": "customer", "start_s": 13.74, "end_s": 16.5, "text_en": "Point eight, point nine. In twelve hundred and fifty. Eighty GSM.", "text_native": "Point eight, point nine. साढ़े बारह सौ में. Eighty GSM." }, { "ucid": "21112178895515981", "idx": 7, "speaker": "agent", "start_s": 16.5, "end_s": 20.5, "text_en": "Point eight, point nine, okay. In twelve hundred and fifty. 80 GSM, 275, or 550?", "text_native": "Point eight, point nine, ठीक है. साढ़े बारह सौ में. Eighty GSM, 275, की 550?" }, { "ucid": "21112178895515981", "idx": 8, "speaker": "customer", "start_s": 20.8, "end_s": 21.4, "text_en": "Eighty GSM.", "text_native": "Eighty GSM." }, { "ucid": "21112178895515981", "idx": 9, "speaker": "agent", "start_s": 21.5, "end_s": 22.4, "text_en": "Regular standard, right?", "text_native": "Regular standard ना?" }, { "ucid": "21112178895515981", "idx": 10, "speaker": "customer", "start_s": 22.8, "end_s": 23.0, "text_en": "Yes.", "text_native": "हां." }, { "ucid": "21112178895515981", "idx": 11, "speaker": "agent", "start_s": 23.4, "end_s": 25.2, "text_en": "And it will be a sheet rate, right? What length do you need?", "text_native": "और sheet का रेट आएगा ना? Length क्या चाहिए?" }, { "ucid": "21112178895515981", "idx": 12, "speaker": "customer", "start_s": 25.3, "end_s": 27.0, "text_en": "Twelve hundred and fifty, twelve hundred and fifty, twelve hundred and fifty.", "text_native": "साढ़े बारह सौ, साढ़े बारह सौ, साढ़े बारह सौ." }, { "ucid": "21112178895515981", "idx": 13, "speaker": "agent", "start_s": 27.0, "end_s": 28.8, "text_en": "This is the width, isn't it sir? Width twenty-five hundred, yes?", "text_native": "ये तो width हुआ ना सर? Width पच्चीस सौ हां?" }, { "ucid": "21112178895515981", "idx": 14, "speaker": "customer", "start_s": 28.9, "end_s": 29.8, "text_en": "Twelve hundred and fifty, twenty-five hundred.", "text_native": "साढ़े बारह सौ, पच्चीस सौ." }, { "ucid": "21112178895515981", "idx": 15, "speaker": "agent", "start_s": 30.0, "end_s": 34.5, "text_en": "Okay, okay. Give me fifteen minutes, in fifteen minutes I will connect with you on WhatsApp with the price and details.", "text_native": "ठीक है, ठीक है. मुझे पंद्रह मिनट दो, पंद्रह मिनट में मैं आपको WhatsApp पे price and detail connect कर लेता हूं आपसे." }, { "ucid": "21112178895515981", "idx": 16, "speaker": "customer", "start_s": 34.8, "end_s": 35.1, "text_en": "Yes.", "text_native": "हां जी." }, { "ucid": "21112178895515981", "idx": 17, "speaker": "agent", "start_s": 35.5, "end_s": 35.9, "text_en": "Okay sir.", "text_native": "ठीक है सर." } ], "steps": [ { "ucid": "21112178895515981", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I am calling from JSW One, Aare Multi Services.", "comment": "Agent identified JSW One but failed to ask for permission to speak, jumping directly into a question about requirements." }, { "ucid": "21112178895515981", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, I had called just to understand, is there any requirement, sir, in HR etc.?", "comment": "Agent did not provide a supply or price hook, instead opening with a direct and blunt question about requirements." }, { "ucid": "21112178895515981", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero discovery questions about the customer's business (manufacturing type, volume, suppliers, etc.), instead moving directly to the customer's stated need." }, { "ucid": "21112178895515981", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not pitch any USPs; the conversation was purely transactional about the customer's immediate need." }, { "ucid": "21112178895515981", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "What thickness do you need?", "comment": "Agent attempted to qualify but failed to capture critical information like quantity and delivery location, which are necessary to create a quote." }, { "ucid": "21112178895515981", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Give me fifteen minutes, in fifteen minutes I will connect with you on WhatsApp with the price and details.", "comment": "Agent set a clear, committed next step with a specific action (send quote) and a specific timeframe (15 minutes)." } ], "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": [] }