{ "ucid": "21112178895722541", "call_date": "2026-09-09", "start_time": "2026-09-09 18:03:45", "end_time": "2026-09-09 18:05:10", "duration_sec": 85, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Call_back_later", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcc54ffbc3d5aa19dd458c6e6c45e8d3b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 441, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178895722541__DIAcc54ffbc3d5aa19dd458c6e6c45e8d3b.mp3", "audio_bytes": 214920, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 71.64, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello.\n[2s] AGENT: Suman Engineering? (सुमन इंजिनिअरिंग?)\n[3s] CUSTOMER: Yes, tell me. (हाँ, बोलिए।)\n[4s] AGENT: Sir, Sudip here from JSW One MSME, Jindal team. Your company was registered on our portal for this Palghar location. This was a follow-up call regarding your steel requirement, sir. Wanted to understand, do you have a requirement in HR right now, sir? (सर सुदीप हियर फ्रॉम JSW One MSME, जिंदल टीम। ये आपका कंपनी रजिस्टर्ड वाला था पोर्टल पर हमारे फॉर दिस पालघर लोकेशन। आपकी स्टील रिक्वायरमेंट को लेके फॉलो-अप कॉल था सर। वांटेड टू अंडरस्टैंड अभी HR में रिक्वायरमेंट है सर आपको?)\n[14s] CUSTOMER: There's no special requirement in HR right now. (HR में कुछ खास रिक्वायरमेंट नहीं है अभी तो।)\n[17s] AGENT: Okay okay.\n[18s] CUSTOMER: Uh, I was saying, in HR, do you have 2.5? MS? (अह मैं ये बोल रहा था, HR में 2.5 में है? MS?)\n[21s] AGENT: What is your quantity? (कितना quantity है आपका?)\n[23s] CUSTOMER: I will be able to tell the quantity tomorrow. (Quantity मैं कल बता पाऊंगा।)\n[25s] AGENT: Okay, I will WhatsApp you from my number. Right now, I have called you from the system's number. Our MOQ for quantity is five tons. You will have to take a bare minimum of five tons. Okay? (ठीक है, मैं आपको WhatsApp करता हूँ मेरे नंबर से। अभी फिलहाल मैंने सिस्टम के नंबर से फोन किया आपको। Quantity का हमारा MOQ है five tons का। बेअर मिनिमम five tons देना पड़ेगा। ठीक है?)\n[32s] CUSTOMER: That's fine, that's fine. It will be there, it will be there, that much will come. (चलेगा चलेगा। रहेगा रहेगा, उतना आएगा।)\n[34s] AGENT: Okay. What name did you tell me, sir? (ठीक है। आपका नाम क्या बताया सर आपने?)\n[36s] CUSTOMER: Kapil. (कपिल।)\n[36s] AGENT: Kapil ji, I will call you tomorrow at 11 o'clock and also keep a WhatsApp message ready. Until then, you figure out the sizes. Okay? (कपिल जी, मैं आपको है ना कल 11 बजे कॉल करता हूँ और WhatsApp भी करके रखता हूँ। तब तक आप निकालो साइज़ेज़। Okay?)\n[41s] CUSTOMER: Do it by twelve, one o'clock, by twelve, one o'clock. (बारह एक बजे तक करो, बारह एक बजे तक।)\n[43s] AGENT: By twelve, one o'clock. Okay, that's fine. I will call you by twelve, one o'clock. And you keep the sizes ready by then, let's close the order tomorrow. Okay? (बारह एक बजे तक। ठीक है, चलेगा। मैं आपको बारह एक बजे तक कॉल करता हूँ। और आप तब तक साइज़ेज़ निकाल के रखो, कल ऑर्डर क्लोज करते हैं चलिए। Okay?)\n[49s] CUSTOMER: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "clear: Minor office background noise is present on the agent's side but does not impact transcription.", "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": 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 successfully secured a callback, but missed the chance to understand the customer's business. Next time, ask at least 2-3 discovery questions (e.g., 'What do you manufacture?') to build rapport and tailor your pitch.", "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 called a registered lead to follow up on their steel requirement. The customer, Kapil from Suman Engineering, initially denied a requirement but then inquired about 2.5mm HR MS. As the customer could not provide a quantity immediately, the agent set a firm callback time for the next day between 12-1 PM to get the details.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but did not ask for permission to speak before asking about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to a requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, procurement habits, or applications.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: ...do you have a requirement in HR right now, sir?\", \"comment\": \"Agent asked for a current requirement and attempted to qualify the quantity when the customer mentioned a specific thickness.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I will call you by twelve, one o'clock.\", \"comment\": \"Agent and customer agreed on a specific callback time for the next day.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You successfully secured a callback, but missed the chance to understand the customer's business. Next time, ask at least 2-3 discovery questions (e.g., 'What do you manufacture?') to build rapport and tailor your pitch.\", \"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 called a registered lead to follow up on their steel requirement. The customer, Kapil from Suman Engineering, initially denied a requirement but then inquired about 2.5mm HR MS. As the customer could not provide a quantity immediately, the agent set a firm callback time for the next day between 12-1 PM to get the details.\"}", "error": null, "latency_ms": 38918, "input_tokens": 3309, "output_tokens": 720, "created_at": "2026-09-25 11:12:18", "sentiment": "positive", "sentiment_score": 0.24, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.715, "agent_talk_sec": 30.9, "customer_talk_sec": 12.3, "dead_air_sec": 41.8, "longest_monologue_sec": 9.2, "agent_wpm": 295.1, "interruptions": 0, "agent_turns": 9, "customer_turns": 9, "discovery_qs": 7, "words_agent": 152, "words_customer": 61, "monologue_heavy": 0, "turns": [ { "ucid": "21112178895722541", "idx": 0, "speaker": "customer", "start_s": 0.8, "end_s": 1.2, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178895722541", "idx": 1, "speaker": "agent", "start_s": 1.3, "end_s": 1.7, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178895722541", "idx": 2, "speaker": "agent", "start_s": 2.0, "end_s": 3.0, "text_en": "Suman Engineering?", "text_native": "सुमन इंजिनिअरिंग?" }, { "ucid": "21112178895722541", "idx": 3, "speaker": "customer", "start_s": 3.4, "end_s": 3.9, "text_en": "Yes, tell me.", "text_native": "हाँ, बोलिए।" }, { "ucid": "21112178895722541", "idx": 4, "speaker": "agent", "start_s": 4.3, "end_s": 13.5, "text_en": "Sir, Sudip here from JSW One MSME, Jindal team. Your company was registered on our portal for this Palghar location. This was a follow-up call regarding your steel requirement, sir. Wanted to understand, do you have a requirement in HR right now, sir?", "text_native": "सर सुदीप हियर फ्रॉम JSW One MSME, जिंदल टीम। ये आपका कंपनी रजिस्टर्ड वाला था पोर्टल पर हमारे फॉर दिस पालघर लोकेशन। आपकी स्टील रिक्वायरमेंट को लेके फॉलो-अप कॉल था सर। वांटेड टू अंडरस्टैंड अभी HR में रिक्वायरमेंट है सर आपको?" }, { "ucid": "21112178895722541", "idx": 5, "speaker": "customer", "start_s": 14.5, "end_s": 16.8, "text_en": "There's no special requirement in HR right now.", "text_native": "HR में कुछ खास रिक्वायरमेंट नहीं है अभी तो।" }, { "ucid": "21112178895722541", "idx": 6, "speaker": "agent", "start_s": 17.0, "end_s": 17.5, "text_en": "Okay okay.", "text_native": "Okay okay." }, { "ucid": "21112178895722541", "idx": 7, "speaker": "customer", "start_s": 17.8, "end_s": 20.8, "text_en": "Uh, I was saying, in HR, do you have 2.5? MS?", "text_native": "अह मैं ये बोल रहा था, HR में 2.5 में है? MS?" }, { "ucid": "21112178895722541", "idx": 8, "speaker": "agent", "start_s": 21.2, "end_s": 22.5, "text_en": "What is your quantity?", "text_native": "कितना quantity है आपका?" }, { "ucid": "21112178895722541", "idx": 9, "speaker": "customer", "start_s": 23.0, "end_s": 24.8, "text_en": "I will be able to tell the quantity tomorrow.", "text_native": "Quantity मैं कल बता पाऊंगा।" }, { "ucid": "21112178895722541", "idx": 10, "speaker": "agent", "start_s": 25.0, "end_s": 31.5, "text_en": "Okay, I will WhatsApp you from my number. Right now, I have called you from the system's number. Our MOQ for quantity is five tons. You will have to take a bare minimum of five tons. Okay?", "text_native": "ठीक है, मैं आपको WhatsApp करता हूँ मेरे नंबर से। अभी फिलहाल मैंने सिस्टम के नंबर से फोन किया आपको। Quantity का हमारा MOQ है five tons का। बेअर मिनिमम five tons देना पड़ेगा। ठीक है?" }, { "ucid": "21112178895722541", "idx": 11, "speaker": "customer", "start_s": 31.7, "end_s": 33.5, "text_en": "That's fine, that's fine. It will be there, it will be there, that much will come.", "text_native": "चलेगा चलेगा। रहेगा रहेगा, उतना आएगा।" }, { "ucid": "21112178895722541", "idx": 12, "speaker": "agent", "start_s": 33.8, "end_s": 35.5, "text_en": "Okay. What name did you tell me, sir?", "text_native": "ठीक है। आपका नाम क्या बताया सर आपने?" }, { "ucid": "21112178895722541", "idx": 13, "speaker": "customer", "start_s": 35.8, "end_s": 36.2, "text_en": "Kapil.", "text_native": "कपिल।" }, { "ucid": "21112178895722541", "idx": 14, "speaker": "agent", "start_s": 36.5, "end_s": 41.0, "text_en": "Kapil ji, I will call you tomorrow at 11 o'clock and also keep a WhatsApp message ready. Until then, you figure out the sizes. Okay?", "text_native": "कपिल जी, मैं आपको है ना कल 11 बजे कॉल करता हूँ और WhatsApp भी करके रखता हूँ। तब तक आप निकालो साइज़ेज़। Okay?" }, { "ucid": "21112178895722541", "idx": 15, "speaker": "customer", "start_s": 41.2, "end_s": 43.0, "text_en": "Do it by twelve, one o'clock, by twelve, one o'clock.", "text_native": "बारह एक बजे तक करो, बारह एक बजे तक।" }, { "ucid": "21112178895722541", "idx": 16, "speaker": "agent", "start_s": 43.2, "end_s": 49.0, "text_en": "By twelve, one o'clock. Okay, that's fine. I will call you by twelve, one o'clock. And you keep the sizes ready by then, let's close the order tomorrow. Okay?", "text_native": "बारह एक बजे तक। ठीक है, चलेगा। मैं आपको बारह एक बजे तक कॉल करता हूँ। और आप तब तक साइज़ेज़ निकाल के रखो, कल ऑर्डर क्लोज करते हैं चलिए। Okay?" }, { "ucid": "21112178895722541", "idx": 17, "speaker": "customer", "start_s": 49.2, "end_s": 49.5, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178895722541", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified self and company but did not ask for permission to speak before asking about requirements." }, { "ucid": "21112178895722541", "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 provide a supply or price hook, instead jumping directly to a requirement question." }, { "ucid": "21112178895722541", "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, procurement habits, or applications." }, { "ucid": "21112178895722541", "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 during the call." }, { "ucid": "21112178895722541", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: ...do you have a requirement in HR right now, sir?", "comment": "Agent asked for a current requirement and attempted to qualify the quantity when the customer mentioned a specific thickness." }, { "ucid": "21112178895722541", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: I will call you by twelve, one o'clock.", "comment": "Agent and customer agreed on a specific callback time for the next day." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }