{ "ucid": "21112178903174952", "call_date": "2026-09-10", "start_time": "2026-09-10 14:45:49", "end_time": "2026-09-10 14:47:06", "duration_sec": 77, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0079c6867f111565b71af8ce06f53d81.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 371, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903174952__DIA0079c6867f111565b71af8ce06f53d81.mp3", "audio_bytes": 119880, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 39.96, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हेलो।)\n[2s] AGENT: Hello. (हेलो।)\n[3s] CUSTOMER: Yes. (हां जी।)\n[4s] AGENT: Yes, hello. Am I speaking with Manpal ji from RMI Tool? (हां जी नमस्ते। आर एम आई टूल से बात कर रहे हैं मनपाल जी?)\n[6s] CUSTOMER: Yes, tell me. (बताइए जी।)\n[7s] AGENT: This is Rohit Mishra speaking from JSW. (रोहित मिश्रा बात कर रहा हूं जे एस डब्ल्यू से।)\n[9s] CUSTOMER: From where? (कहां से जी?)\n[10s] AGENT: From JSW. (जे एस डब्ल्यू से।)\n[11s] CUSTOMER: Yes, tell me. (बताइए जी।)\n[12s] AGENT: I guess we spoke earlier in December. You had said that you will be sharing some inquiries over email but unfortunately, nothing has started between us yet. I just made a follow-up call for that sake. Do you have any requirement? (हमारी बात आई गेस पहले दिसंबर में हुई है। आपने कहा था कुछ इंक्वायरीज यू विल बी शेयरिंग ओवर ईमेल बट अनफॉर्चूनेटली अभी तक कुछ हमारा हमारे बीच स्टार्ट नहीं हुआ है। जस्ट फॉर अ सेक आपको एक फॉलो अप कॉल किया है। आपकी कुछ रिक्वायरमेंट है?)\n[22s] CUSTOMER: You send me a WhatsApp, I will send the requirement. (आप मेरे को WhatsApp डालो, रिक्वायरमेंट डाल दूंगा।)\n[24s] AGENT: Alright, okay. (चलो, ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: Some light background noise is present but does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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 deflects to an offline channel like WhatsApp, you must try to ask at least one discovery question on the call before agreeing, to maintain control and gather intelligence.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent made a follow-up call, skipping the standard pitch structure to directly ask for a requirement. The customer, from a manufacturing company ('RMI Tool'), deflected by asking the agent to send a WhatsApp to which he would reply with his needs. The agent agreed and ended the call without capturing any details or setting a firm follow-up plan.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Am I speaking with Manpal ji from RMI Tool?\", \"comment\": \"Agent identified the customer and JSW but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent treated this as a follow-up call and skipped the hook, moving directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent immediately asked for a requirement instead.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement?\", \"comment\": \"Agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, okay.\", \"comment\": \"Agent passively agreed to the customer's request to send a WhatsApp but did not establish a specific, committed follow-up action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer deflects to an offline channel like WhatsApp, you must try to ask at least one discovery question on the call before agreeing, to maintain control and gather intelligence.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"You send me a WhatsApp, I will send the requirement.\", \"response\": \"Alright, okay.\"}], \"call_summary\": \"The agent made a follow-up call, skipping the standard pitch structure to directly ask for a requirement. The customer, from a manufacturing company ('RMI Tool'), deflected by asking the agent to send a WhatsApp to which he would reply with his needs. The agent agreed and ended the call without capturing any details or setting a firm follow-up plan.\"}", "error": null, "latency_ms": 32010, "input_tokens": 2901, "output_tokens": 767, "created_at": "2026-09-25 11:09:02", "sentiment": "positive", "sentiment_score": 0.48, "sentiment_confidence": "high", "pos": 8, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.779, "agent_talk_sec": 14.8, "customer_talk_sec": 4.2, "dead_air_sec": 58.0, "longest_monologue_sec": 8.9, "agent_wpm": 263.5, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 2, "words_agent": 65, "words_customer": 20, "monologue_heavy": 1, "turns": [ { "ucid": "21112178903174952", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178903174952", "idx": 1, "speaker": "agent", "start_s": 1.83, "end_s": 2.23, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178903174952", "idx": 2, "speaker": "customer", "start_s": 2.86, "end_s": 3.26, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178903174952", "idx": 3, "speaker": "agent", "start_s": 3.6, "end_s": 6.04, "text_en": "Yes, hello. Am I speaking with Manpal ji from RMI Tool?", "text_native": "हां जी नमस्ते। आर एम आई टूल से बात कर रहे हैं मनपाल जी?" }, { "ucid": "21112178903174952", "idx": 4, "speaker": "customer", "start_s": 6.43, "end_s": 6.93, "text_en": "Yes, tell me.", "text_native": "बताइए जी।" }, { "ucid": "21112178903174952", "idx": 5, "speaker": "agent", "start_s": 7.26, "end_s": 8.84, "text_en": "This is Rohit Mishra speaking from JSW.", "text_native": "रोहित मिश्रा बात कर रहा हूं जे एस डब्ल्यू से।" }, { "ucid": "21112178903174952", "idx": 6, "speaker": "customer", "start_s": 9.36, "end_s": 9.86, "text_en": "From where?", "text_native": "कहां से जी?" }, { "ucid": "21112178903174952", "idx": 7, "speaker": "agent", "start_s": 10.24, "end_s": 10.94, "text_en": "From JSW.", "text_native": "जे एस डब्ल्यू से।" }, { "ucid": "21112178903174952", "idx": 8, "speaker": "customer", "start_s": 11.25, "end_s": 11.65, "text_en": "Yes, tell me.", "text_native": "बताइए जी।" }, { "ucid": "21112178903174952", "idx": 9, "speaker": "agent", "start_s": 12.1, "end_s": 21.0, "text_en": "I guess we spoke earlier in December. You had said that you will be sharing some inquiries over email but unfortunately, nothing has started between us yet. I just made a follow-up call for that sake. Do you have any requirement?", "text_native": "हमारी बात आई गेस पहले दिसंबर में हुई है। आपने कहा था कुछ इंक्वायरीज यू विल बी शेयरिंग ओवर ईमेल बट अनफॉर्चूनेटली अभी तक कुछ हमारा हमारे बीच स्टार्ट नहीं हुआ है। जस्ट फॉर अ सेक आपको एक फॉलो अप कॉल किया है। आपकी कुछ रिक्वायरमेंट है?" }, { "ucid": "21112178903174952", "idx": 10, "speaker": "customer", "start_s": 21.83, "end_s": 23.83, "text_en": "You send me a WhatsApp, I will send the requirement.", "text_native": "आप मेरे को WhatsApp डालो, रिक्वायरमेंट डाल दूंगा।" }, { "ucid": "21112178903174952", "idx": 11, "speaker": "agent", "start_s": 24.27, "end_s": 25.07, "text_en": "Alright, okay.", "text_native": "चलो, ओके।" } ], "steps": [ { "ucid": "21112178903174952", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Am I speaking with Manpal ji from RMI Tool?", "comment": "Agent identified the customer and JSW but failed to ask for permission to speak." }, { "ucid": "21112178903174952", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent treated this as a follow-up call and skipped the hook, moving directly to asking for a requirement." }, { "ucid": "21112178903174952", "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; the agent immediately asked for a requirement instead." }, { "ucid": "21112178903174952", "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 conducted, and consequently, no USPs were pitched." }, { "ucid": "21112178903174952", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement?", "comment": "Agent successfully asked if the customer had a current requirement." }, { "ucid": "21112178903174952", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Alright, okay.", "comment": "Agent passively agreed to the customer's request to send a WhatsApp but did not establish a specific, committed follow-up action." } ], "objections": [ { "ucid": "21112178903174952", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "You send me a WhatsApp, I will send the requirement.", "response": "Alright, okay." } ], "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": [] }