{ "ucid": "21112178903358381", "call_date": "2026-09-10", "start_time": "2026-09-10 15:16:23", "end_time": "2026-09-10 15:17:20", "duration_sec": 57, "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/DIA0d1b90fce63de1bae731bb31a690c1e4.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 353, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903358381__DIA0d1b90fce63de1bae731bb31a690c1e4.mp3", "audio_bytes": 130032, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 43.344, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Hello.\n[4s] AGENT: Yes, am I audible?\n[5s] CUSTOMER: Hello.\n[6s] AGENT: Can you hear me? (आवाज़ आ रही है?)\n[7s] CUSTOMER: Why, sir? (ஏன் என்று சார்?)\n[8s] AGENT: Oh, Tamil? (अच्छा तमिल?)\n[9s] CUSTOMER: Yes, from where are you speaking, sir? (हां, எங்கே இருந்து பேசுறீங்க சார்?)\n[10s] AGENT: Hindi, Hindi yes, my name is Rohit Mishra, I am speaking from JSW. (हिंदी, हिंदी yes, रोहित मिश्रा नाम है मेरा, JSW से बात कर रहा हूं।)\n[13s] CUSTOMER: From where? (किधर से?)\n[14s] AGENT: JSW Mumbai sir. Jindal Steel. (JSW मुंबई सर। जिंदल स्टील।)\n[15s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[16s] AGENT: Spoke with Sonali Systems, right? (सोनाली सिस्टम्स से बात करी ना?)\n[17s] CUSTOMER: Yes yes, sir. (हां हां सर।)\n[18s] AGENT: Was there any requirement in HR? (कुछ रिक्वायरमेंट था क्या HR में?)\n[19s] CUSTOMER: No sir, there is nothing. (नहीं सर, कुछ नहीं है।)\n[21s] AGENT: Okay okay okay. Alright. (Okay okay okay. ठीक है।)\n[22s] CUSTOMER: Alright. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\", \"Tamil\"]", "turn_count": 21, "connected": 1, "audio_notes": "clear: The customer initially speaks in Tamil but switches to Hindi. There is some background office noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "21 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": "Start your calls with a proper opening and a compelling reason for the customer to speak with you (the hook), instead of immediately asking if they have 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 'Sonali Systems'. After a brief language clarification, the agent immediately asked if there was a requirement for HR material. The customer stated they had no current need, and the call ended without any discovery or establishment of a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"my name is Rohit Mishra, I am speaking from JSW.\", \"comment\": \"Agent identified himself and JSW but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook or benefit, instead jumping directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or procurement needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Was there any requirement in HR?\", \"comment\": \"Agent successfully asked if the customer had a current requirement, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay okay okay. Alright.\", \"comment\": \"The call ended abruptly with no committed next step after the customer stated no requirement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Start your calls with a proper opening and a compelling reason for the customer to speak with you (the hook), instead of immediately asking if they have 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 'Sonali Systems'. After a brief language clarification, the agent immediately asked if there was a requirement for HR material. The customer stated they had no current need, and the call ended without any discovery or establishment of a next step.\"}", "error": null, "latency_ms": 23175, "input_tokens": 2953, "output_tokens": 685, "created_at": "2026-09-25 11:07:55", "sentiment": "positive", "sentiment_score": 0.343, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.593, "agent_talk_sec": 11.2, "customer_talk_sec": 7.7, "dead_air_sec": 38.1, "longest_monologue_sec": 2.8, "agent_wpm": 241.1, "interruptions": 0, "agent_turns": 10, "customer_turns": 11, "discovery_qs": 5, "words_agent": 45, "words_customer": 27, "monologue_heavy": 0, "turns": [ { "ucid": "21112178903358381", "idx": 0, "speaker": "customer", "start_s": 1.01, "end_s": 1.59, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903358381", "idx": 1, "speaker": "agent", "start_s": 1.81, "end_s": 2.35, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903358381", "idx": 2, "speaker": "customer", "start_s": 2.53, "end_s": 3.01, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903358381", "idx": 3, "speaker": "agent", "start_s": 3.21, "end_s": 3.61, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903358381", "idx": 4, "speaker": "customer", "start_s": 3.81, "end_s": 4.21, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903358381", "idx": 5, "speaker": "agent", "start_s": 4.21, "end_s": 5.11, "text_en": "Yes, am I audible?", "text_native": "Yes, am I audible?" }, { "ucid": "21112178903358381", "idx": 6, "speaker": "customer", "start_s": 5.39, "end_s": 5.91, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903358381", "idx": 7, "speaker": "agent", "start_s": 6.11, "end_s": 6.71, "text_en": "Can you hear me?", "text_native": "आवाज़ आ रही है?" }, { "ucid": "21112178903358381", "idx": 8, "speaker": "customer", "start_s": 6.89, "end_s": 7.69, "text_en": "Why, sir?", "text_native": "ஏன் என்று சார்?" }, { "ucid": "21112178903358381", "idx": 9, "speaker": "agent", "start_s": 7.91, "end_s": 8.71, "text_en": "Oh, Tamil?", "text_native": "अच्छा तमिल?" }, { "ucid": "21112178903358381", "idx": 10, "speaker": "customer", "start_s": 8.89, "end_s": 10.01, "text_en": "Yes, from where are you speaking, sir?", "text_native": "हां, எங்கே இருந்து பேசுறீங்க சார்?" }, { "ucid": "21112178903358381", "idx": 11, "speaker": "agent", "start_s": 10.01, "end_s": 12.79, "text_en": "Hindi, Hindi yes, my name is Rohit Mishra, I am speaking from JSW.", "text_native": "हिंदी, हिंदी yes, रोहित मिश्रा नाम है मेरा, JSW से बात कर रहा हूं।" }, { "ucid": "21112178903358381", "idx": 12, "speaker": "customer", "start_s": 12.79, "end_s": 13.41, "text_en": "From where?", "text_native": "किधर से?" }, { "ucid": "21112178903358381", "idx": 13, "speaker": "agent", "start_s": 13.51, "end_s": 15.11, "text_en": "JSW Mumbai sir. Jindal Steel.", "text_native": "JSW मुंबई सर। जिंदल स्टील।" }, { "ucid": "21112178903358381", "idx": 14, "speaker": "customer", "start_s": 15.21, "end_s": 15.71, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "21112178903358381", "idx": 15, "speaker": "agent", "start_s": 15.81, "end_s": 16.79, "text_en": "Spoke with Sonali Systems, right?", "text_native": "सोनाली सिस्टम्स से बात करी ना?" }, { "ucid": "21112178903358381", "idx": 16, "speaker": "customer", "start_s": 16.89, "end_s": 17.41, "text_en": "Yes yes, sir.", "text_native": "हां हां सर।" }, { "ucid": "21112178903358381", "idx": 17, "speaker": "agent", "start_s": 17.61, "end_s": 18.99, "text_en": "Was there any requirement in HR?", "text_native": "कुछ रिक्वायरमेंट था क्या HR में?" }, { "ucid": "21112178903358381", "idx": 18, "speaker": "customer", "start_s": 19.19, "end_s": 20.69, "text_en": "No sir, there is nothing.", "text_native": "नहीं सर, कुछ नहीं है।" }, { "ucid": "21112178903358381", "idx": 19, "speaker": "agent", "start_s": 20.79, "end_s": 21.99, "text_en": "Okay okay okay. Alright.", "text_native": "Okay okay okay. ठीक है।" }, { "ucid": "21112178903358381", "idx": 20, "speaker": "customer", "start_s": 22.09, "end_s": 22.79, "text_en": "Alright.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178903358381", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "my name is Rohit Mishra, I am speaking from JSW.", "comment": "Agent identified himself and JSW but did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178903358381", "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 hook or benefit, instead jumping directly to a qualification question." }, { "ucid": "21112178903358381", "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 or procurement needs." }, { "ucid": "21112178903358381", "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 as no discovery was conducted." }, { "ucid": "21112178903358381", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Was there any requirement in HR?", "comment": "Agent successfully asked if the customer had a current requirement, which is the core intent of this step." }, { "ucid": "21112178903358381", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay okay okay. Alright.", "comment": "The call ended abruptly with no committed next step after the customer stated no requirement." } ], "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": [] }