{ "ucid": "21112178902123091", "call_date": "2026-09-10", "start_time": "2026-09-10 11:50:30", "end_time": "2026-09-10 11:51:37", "duration_sec": 67, "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/DIA8f91007c810fcb402846f983e97d5c2c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 404, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178902123091__DIA8f91007c810fcb402846f983e97d5c2c.mp3", "audio_bytes": 109728, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 36.576, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] AGENT: Yes. (हां)\n[2s] AGENT: Sir, I am speaking from JSW One. (सर JSW One से बात कर रहा हूं।)\n[4s] CUSTOMER: Yes, tell me. (हां बोलो ना।)\n[5s] AGENT: Uh sir, actually your account was registered in the name of Rekhi Exports. (अह सर एक्चुअली अपना अकाउंट रजिस्टर्ड था Rekhi Exports के नाम से।)\n[8s] CUSTOMER: Yes. (हां जी।)\n[9s] AGENT: Uh sir, I had called regarding that, so as to understand, are you looking for any requirement in HR etc. right now? (अह सर उसी रिगार्डिंग मैंने कॉल किया था सो एस टू अंडरस्टैंड कुछ रिक्वायरमेंट में देख रहे थे सर HR वगेरा में अभी?)\n[13s] CUSTOMER: No, there is nothing right now. (नहीं अभी तो नहीं है कुछ।)\n[15s] AGENT: Okay, so you don't have it as of now? (अच्छा, as of now नहीं है क्या?)\n[16s] CUSTOMER: No. (नहीं ना।)\n[17s] AGENT: Understood, sir. If there is anything, please let me know, sir. (समझ गया सर। कुछ रहता है तो प्लीज बताइएगा सर।)\n[19s] CUSTOMER: For sure. (पक्का।)\n[19s] CUSTOMER: Sure sure, I'll do that.\n[21s] AGENT: Okay sir.\n[22s] AGENT: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some minor background noise is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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 permission and hook steps, which makes the call feel abrupt and leads to quick rejections. Always secure a moment of the customer's time and offer a reason for your call before asking for a requirement.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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 contacted a representative from Rekhi Exports. After introducing themself, the agent immediately asked if there was a requirement for HR coils. The customer stated they had no current need, and the agent ended the call with a passive closing statement.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am speaking from JSW One.\", \"comment\": \"The agent identified themself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were attempted before the customer stated they had no requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer's lack of requirement before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"are you looking for any requirement in HR etc. right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there is anything, please let me know, sir.\", \"comment\": \"The closure was passive and did not establish a specific, committed next step like a callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the permission and hook steps, which makes the call feel abrupt and leads to quick rejections. Always secure a moment of the customer's time and offer a reason for your call before asking for a requirement.\", \"segment_detected\": \"unknown\", \"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 contacted a representative from Rekhi Exports. After introducing themself, the agent immediately asked if there was a requirement for HR coils. The customer stated they had no current need, and the agent ended the call with a passive closing statement.\"}", "error": null, "latency_ms": 33988, "input_tokens": 2916, "output_tokens": 709, "created_at": "2026-09-25 11:10:31", "sentiment": "neutral", "sentiment_score": 0.1, "sentiment_confidence": "high", "pos": 2, "neg": 1, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.727, "agent_talk_sec": 12.8, "customer_talk_sec": 4.8, "dead_air_sec": 49.4, "longest_monologue_sec": 4.0, "agent_wpm": 318.8, "interruptions": 0, "agent_turns": 9, "customer_turns": 7, "discovery_qs": 2, "words_agent": 68, "words_customer": 19, "monologue_heavy": 1, "turns": [ { "ucid": "21112178902123091", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 0.99, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178902123091", "idx": 1, "speaker": "agent", "start_s": 1.17, "end_s": 1.5, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178902123091", "idx": 2, "speaker": "agent", "start_s": 1.7, "end_s": 1.91, "text_en": "Yes.", "text_native": "हां" }, { "ucid": "21112178902123091", "idx": 3, "speaker": "agent", "start_s": 2.26, "end_s": 3.7, "text_en": "Sir, I am speaking from JSW One.", "text_native": "सर JSW One से बात कर रहा हूं।" }, { "ucid": "21112178902123091", "idx": 4, "speaker": "customer", "start_s": 3.9, "end_s": 4.59, "text_en": "Yes, tell me.", "text_native": "हां बोलो ना।" }, { "ucid": "21112178902123091", "idx": 5, "speaker": "agent", "start_s": 4.93, "end_s": 7.71, "text_en": "Uh sir, actually your account was registered in the name of Rekhi Exports.", "text_native": "अह सर एक्चुअली अपना अकाउंट रजिस्टर्ड था Rekhi Exports के नाम से।" }, { "ucid": "21112178902123091", "idx": 6, "speaker": "customer", "start_s": 7.92, "end_s": 8.34, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178902123091", "idx": 7, "speaker": "agent", "start_s": 8.53, "end_s": 12.5, "text_en": "Uh sir, I had called regarding that, so as to understand, are you looking for any requirement in HR etc. right now?", "text_native": "अह सर उसी रिगार्डिंग मैंने कॉल किया था सो एस टू अंडरस्टैंड कुछ रिक्वायरमेंट में देख रहे थे सर HR वगेरा में अभी?" }, { "ucid": "21112178902123091", "idx": 8, "speaker": "customer", "start_s": 12.9, "end_s": 14.21, "text_en": "No, there is nothing right now.", "text_native": "नहीं अभी तो नहीं है कुछ।" }, { "ucid": "21112178902123091", "idx": 9, "speaker": "agent", "start_s": 14.6, "end_s": 15.7, "text_en": "Okay, so you don't have it as of now?", "text_native": "अच्छा, as of now नहीं है क्या?" }, { "ucid": "21112178902123091", "idx": 10, "speaker": "customer", "start_s": 15.9, "end_s": 16.29, "text_en": "No.", "text_native": "नहीं ना।" }, { "ucid": "21112178902123091", "idx": 11, "speaker": "agent", "start_s": 16.64, "end_s": 18.7, "text_en": "Understood, sir. If there is anything, please let me know, sir.", "text_native": "समझ गया सर। कुछ रहता है तो प्लीज बताइएगा सर।" }, { "ucid": "21112178902123091", "idx": 12, "speaker": "customer", "start_s": 18.8, "end_s": 19.2, "text_en": "For sure.", "text_native": "पक्का।" }, { "ucid": "21112178902123091", "idx": 13, "speaker": "customer", "start_s": 19.4, "end_s": 20.6, "text_en": "Sure sure, I'll do that.", "text_native": "Sure sure, I'll do that." }, { "ucid": "21112178902123091", "idx": 14, "speaker": "agent", "start_s": 21.0, "end_s": 21.5, "text_en": "Okay sir.", "text_native": "Okay sir." }, { "ucid": "21112178902123091", "idx": 15, "speaker": "agent", "start_s": 21.8, "end_s": 22.2, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178902123091", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I am speaking from JSW One.", "comment": "The agent identified themself and the company but failed to ask for permission to speak." }, { "ucid": "21112178902123091", "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 jumping directly to asking for a requirement." }, { "ucid": "21112178902123091", "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 attempted before the customer stated they had no requirement." }, { "ucid": "21112178902123091", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was terminated by the customer's lack of requirement before any USPs could be pitched." }, { "ucid": "21112178902123091", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "are you looking for any requirement in HR etc. right now?", "comment": "The agent successfully asked if a current requirement exists, which is the core intent of this step." }, { "ucid": "21112178902123091", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "If there is anything, please let me know, sir.", "comment": "The closure was passive and did not establish a specific, committed next step like a callback date." } ], "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": [] }