{ "ucid": "21112178903130191", "call_date": "2026-09-10", "start_time": "2026-09-10 14:38:21", "end_time": "2026-09-10 14:39:31", "duration_sec": 70, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7441d3e260556a4ec4422fca054bae2e.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 376, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903130191__DIA7441d3e260556a4ec4422fca054bae2e.mp3", "audio_bytes": 118368, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 39.456, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[1s] AGENT: Yes? (हाँ जी?)\n[2s] AGENT: Yes, good afternoon sir, this is Manoj Mehta speaking from JSW One. (जी, good afternoon sir, मनोज मेहता बात कर रहा हूँ JSW One से।)\n[5s] AGENT: Sir, you had an account with us, Pankaj ji, are you planning any procurement this month for material in MS steels, HR sheets, coils? (सर, account था हमारे साथ में पंकज जी, कुछ plan कर रहे हैं ये month में procurement का material में MS steels में, HR sheets में, coils में?)\n[9s] CUSTOMER: No sir, there is no plan right now, my father has passed away, so I am currently occupied with those processes. (नहीं सर अभी कोई plan नहीं है, अभी मेरे father की death हो चुकी है, तो अभी उसी process में सब में लगा हुआ हूँ।)\n[13s] AGENT: Your, sir, your voice is breaking. What were you saying, sir? (आपका सर आपका आवाज़ break हो रहा है। आप क्या बोल रहे थे सर?)\n[15s] CUSTOMER: I was saying sir, my father has passed away, so I am a bit occupied with those processes right now. (मैं ये कह रहा था सर मेरे father की death हो चुकी है तो अभी ज़रा उसी process में सब में लगा हुआ हूँ।)\n[19s] AGENT: Yes, yes, yes. Sorry for the intervention. (जी जी जी। Sorry for the intervention.)\n[20s] CUSTOMER: No, it's okay.\n[21s] AGENT: Yes. Condolences with us. (जी। Condolences with us.)\n[23s] CUSTOMER: Okay, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: The agent claims the customer's voice is breaking at one point, but the customer's speech is audible in the recording.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 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": "When a customer shares a personal tragedy, show empathy and then gently propose a specific callback time in the future, for example: 'I'm very sorry, I will call you back in a month'.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent opened the call and asked about procurement needs. The customer stated they could not proceed with business as their father had recently passed away. The agent offered condolences and the call ended without any discovery or a committed next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, you had an account with us, Pankaj ji, are you planning any procurement this month for material in MS steels, HR sheets, coils?\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly into a question about procurement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"are you planning any procurement this month for material in MS steels, HR sheets, coils?\", \"comment\": \"The agent did not provide a supply or price hook, but instead opened with a list of products.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"are you planning any procurement this month for material in MS steels, HR sheets, coils?\", \"comment\": \"The agent successfully asked if a current requirement exists, though the customer declined for personal reasons.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent offered condolences but did not propose a specific next step, such as a callback in a few weeks.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer shares a personal tragedy, show empathy and then gently propose a specific callback time in the future, for example: 'I'm very sorry, I will call you back in a month'.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent opened the call and asked about procurement needs. The customer stated they could not proceed with business as their father had recently passed away. The agent offered condolences and the call ended without any discovery or a committed next step.\"}", "error": null, "latency_ms": 30299, "input_tokens": 2932, "output_tokens": 728, "created_at": "2026-09-25 11:09:10", "sentiment": "positive", "sentiment_score": 0.278, "sentiment_confidence": "high", "pos": 10, "neg": 2, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.548, "agent_talk_sec": 11.4, "customer_talk_sec": 9.4, "dead_air_sec": 49.2, "longest_monologue_sec": 6.8, "agent_wpm": 310.5, "interruptions": 0, "agent_turns": 6, "customer_turns": 5, "discovery_qs": 3, "words_agent": 59, "words_customer": 48, "monologue_heavy": 0, "turns": [ { "ucid": "21112178903130191", "idx": 0, "speaker": "customer", "start_s": 0.77, "end_s": 1.13, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178903130191", "idx": 1, "speaker": "agent", "start_s": 1.47, "end_s": 1.83, "text_en": "Yes?", "text_native": "हाँ जी?" }, { "ucid": "21112178903130191", "idx": 2, "speaker": "agent", "start_s": 2.0, "end_s": 4.28, "text_en": "Yes, good afternoon sir, this is Manoj Mehta speaking from JSW One.", "text_native": "जी, good afternoon sir, मनोज मेहता बात कर रहा हूँ JSW One से।" }, { "ucid": "21112178903130191", "idx": 3, "speaker": "agent", "start_s": 4.53, "end_s": 8.7, "text_en": "Sir, you had an account with us, Pankaj ji, are you planning any procurement this month for material in MS steels, HR sheets, coils?", "text_native": "सर, account था हमारे साथ में पंकज जी, कुछ plan कर रहे हैं ये month में procurement का material में MS steels में, HR sheets में, coils में?" }, { "ucid": "21112178903130191", "idx": 4, "speaker": "customer", "start_s": 8.99, "end_s": 12.99, "text_en": "No sir, there is no plan right now, my father has passed away, so I am currently occupied with those processes.", "text_native": "नहीं सर अभी कोई plan नहीं है, अभी मेरे father की death हो चुकी है, तो अभी उसी process में सब में लगा हुआ हूँ।" }, { "ucid": "21112178903130191", "idx": 5, "speaker": "agent", "start_s": 13.07, "end_s": 14.91, "text_en": "Your, sir, your voice is breaking. What were you saying, sir?", "text_native": "आपका सर आपका आवाज़ break हो रहा है। आप क्या बोल रहे थे सर?" }, { "ucid": "21112178903130191", "idx": 6, "speaker": "customer", "start_s": 15.11, "end_s": 18.83, "text_en": "I was saying sir, my father has passed away, so I am a bit occupied with those processes right now.", "text_native": "मैं ये कह रहा था सर मेरे father की death हो चुकी है तो अभी ज़रा उसी process में सब में लगा हुआ हूँ।" }, { "ucid": "21112178903130191", "idx": 7, "speaker": "agent", "start_s": 19.13, "end_s": 20.5, "text_en": "Yes, yes, yes. Sorry for the intervention.", "text_native": "जी जी जी। Sorry for the intervention." }, { "ucid": "21112178903130191", "idx": 8, "speaker": "customer", "start_s": 20.5, "end_s": 21.16, "text_en": "No, it's okay.", "text_native": "No, it's okay." }, { "ucid": "21112178903130191", "idx": 9, "speaker": "agent", "start_s": 21.16, "end_s": 22.5, "text_en": "Yes. Condolences with us.", "text_native": "जी। Condolences with us." }, { "ucid": "21112178903130191", "idx": 10, "speaker": "customer", "start_s": 22.86, "end_s": 23.56, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178903130191", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, you had an account with us, Pankaj ji, are you planning any procurement this month for material in MS steels, HR sheets, coils?", "comment": "The agent did not ask for permission to speak, instead jumping directly into a question about procurement." }, { "ucid": "21112178903130191", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "are you planning any procurement this month for material in MS steels, HR sheets, coils?", "comment": "The agent did not provide a supply or price hook, but instead opened with a list of products." }, { "ucid": "21112178903130191", "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 any discovery questions could be asked." }, { "ucid": "21112178903130191", "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 done, so no USPs were pitched." }, { "ucid": "21112178903130191", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "are you planning any procurement this month for material in MS steels, HR sheets, coils?", "comment": "The agent successfully asked if a current requirement exists, though the customer declined for personal reasons." }, { "ucid": "21112178903130191", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent offered condolences but did not propose a specific next step, such as a callback in a few weeks." } ], "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": [] }