{ "ucid": "21112178895868311", "call_date": "2026-09-09", "start_time": "2026-09-09 18:28:03", "end_time": "2026-09-09 18:28:44", "duration_sec": 41, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Does_not_deal_Steel", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA065281d65f2ab3a3968042b66a308193.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 434, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178895868311__DIA065281d65f2ab3a3968042b66a308193.mp3", "audio_bytes": 71280, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 23.76, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello. (हेलो।)\n[5s] AGENT: Hello. (हेलो।)\n[6s] CUSTOMER: Yes, speak. (हां बोलिए।)\n[6s] AGENT: Yes sir, good evening. This is Kartik speaking from JSW One. (हां जी सर, गुड इवनिंग। कार्तिक ये बात कर रहा था JSW One से।)\n[9s] CUSTOMER: Yes, speak. (हां बोलिए।)\n[9s] AGENT: Meaning sir, in your Kalpana Industries, will there be any requirement for HR etc. right now? (मतलब सर अपना Kalpana Industries में अभी कुछ रिक्वायरमेंट रहेगा HR वगेरा का?)\n[12s] CUSTOMER: No no, that is for packing, whatever has to be taken... (नहीं नहीं, वो तो पैकिंग खातिर जो ले जाणो पड़े के...)\n[15s] AGENT: Okay, okay. Alright sir, if anything comes up, please share it from our app. (अच्छा अच्छा। ठीक है सर, कुछ आता है तो शेयर करना हमारे ऐप पे से।)\n[19s] CUSTOMER: What are you saying? (क्या बोल रहे हैं?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 9, "connected": 1, "audio_notes": "noisy: Significant background noise and crosstalk, especially in the middle of the call, making some parts difficult to transcribe accurately.", "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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You skipped the opener and hook, jumping straight to a requirement question; always follow the pitch structure to build context before qualifying.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "Packing material", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted the customer and immediately asked for an HR steel requirement. The customer replied that their need is for packing material, indicating a product mismatch. The agent then ended the call with a passive suggestion for the customer to use the app for any future needs.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, good evening. This is Kartik speaking from JSW One.\", \"comment\": \"The agent did not ask for permission to speak (e.g., 'is this a good time?').\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook; they jumped directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"will there be any requirement for HR etc. right now?\", \"comment\": \"The agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if anything comes up, please share it from our app.\", \"comment\": \"The closure was passive and did not establish a specific, committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opener and hook, jumping straight to a requirement question; always follow the pitch structure to build context before qualifying.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Packing material\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted the customer and immediately asked for an HR steel requirement. The customer replied that their need is for packing material, indicating a product mismatch. The agent then ended the call with a passive suggestion for the customer to use the app for any future needs.\"}", "error": null, "latency_ms": 37466, "input_tokens": 2803, "output_tokens": 687, "created_at": "2026-09-25 11:12:00", "sentiment": "negative", "sentiment_score": -0.38, "sentiment_confidence": "high", "pos": 0, "neg": 1, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.661, "agent_talk_sec": 8.4, "customer_talk_sec": 4.3, "dead_air_sec": 28.3, "longest_monologue_sec": 2.9, "agent_wpm": 300.0, "interruptions": 0, "agent_turns": 4, "customer_turns": 5, "discovery_qs": 1, "words_agent": 42, "words_customer": 20, "monologue_heavy": 0, "turns": [ { "ucid": "21112178895868311", "idx": 0, "speaker": "customer", "start_s": 4.63, "end_s": 5.03, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178895868311", "idx": 1, "speaker": "agent", "start_s": 5.168, "end_s": 5.498, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178895868311", "idx": 2, "speaker": "customer", "start_s": 5.668, "end_s": 6.068, "text_en": "Yes, speak.", "text_native": "हां बोलिए।" }, { "ucid": "21112178895868311", "idx": 3, "speaker": "agent", "start_s": 6.268, "end_s": 8.648, "text_en": "Yes sir, good evening. This is Kartik speaking from JSW One.", "text_native": "हां जी सर, गुड इवनिंग। कार्तिक ये बात कर रहा था JSW One से।" }, { "ucid": "21112178895868311", "idx": 4, "speaker": "customer", "start_s": 8.818, "end_s": 9.258, "text_en": "Yes, speak.", "text_native": "हां बोलिए।" }, { "ucid": "21112178895868311", "idx": 5, "speaker": "agent", "start_s": 9.438, "end_s": 12.248, "text_en": "Meaning sir, in your Kalpana Industries, will there be any requirement for HR etc. right now?", "text_native": "मतलब सर अपना Kalpana Industries में अभी कुछ रिक्वायरमेंट रहेगा HR वगेरा का?" }, { "ucid": "21112178895868311", "idx": 6, "speaker": "customer", "start_s": 12.378, "end_s": 14.848, "text_en": "No no, that is for packing, whatever has to be taken...", "text_native": "नहीं नहीं, वो तो पैकिंग खातिर जो ले जाणो पड़े के..." }, { "ucid": "21112178895868311", "idx": 7, "speaker": "agent", "start_s": 14.918, "end_s": 17.818, "text_en": "Okay, okay. Alright sir, if anything comes up, please share it from our app.", "text_native": "अच्छा अच्छा। ठीक है सर, कुछ आता है तो शेयर करना हमारे ऐप पे से।" }, { "ucid": "21112178895868311", "idx": 8, "speaker": "customer", "start_s": 18.628, "end_s": 19.258, "text_en": "What are you saying?", "text_native": "क्या बोल रहे हैं?" } ], "steps": [ { "ucid": "21112178895868311", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes sir, good evening. This is Kartik speaking from JSW One.", "comment": "The agent did not ask for permission to speak (e.g., 'is this a good time?')." }, { "ucid": "21112178895868311", "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 hook; they jumped directly to asking for a requirement." }, { "ucid": "21112178895868311", "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 or procurement habits." }, { "ucid": "21112178895868311", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was performed, and no USPs were pitched." }, { "ucid": "21112178895868311", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "will there be any requirement for HR etc. right now?", "comment": "The agent successfully asked if a current requirement exists." }, { "ucid": "21112178895868311", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "if anything comes up, please share it from our app.", "comment": "The closure was passive and did not establish a specific, committed next step." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }