{ "ucid": "21112178903614871", "call_date": "2026-09-10", "start_time": "2026-09-10 15:59:08", "end_time": "2026-09-10 16:00:17", "duration_sec": 69, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd69a98e91eb0e5c2b39c3633072f2833.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 344, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903614871__DIAd69a98e91eb0e5c2b39c3633072f2833.mp3", "audio_bytes": 107352, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 35.784, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Yes, good evening sir. This is Anant speaking from JSW One. Are you currently having any requirement for steel, in steel traders? For HR coil? (जी, गुड इवनिंग सर। अनंत मैं इधर बात कर रहा हूं JSW One से। अभी ये आपको स्टील, स्टील ट्रेडर्स में कुछ रिक्वायरमेंट आ रही है ना स्टील की? HR coil की?)\n[7s] CUSTOMER: No. (नहीं।)\n[7s] AGENT: So have you done the procurement here or is it still pending? (तो इधर आपने प्रोक्योरमेंट कर लिया है या बाकी है अभी आपका?)\n[10s] CUSTOMER: Yes? (हां जी?)\n[10s] AGENT: Have you purchased the procurement or is the material still pending? (प्रोक्योरमेंट आपने परचेस कर लिया है या बाकी है मटेरियल?)\n[13s] CUSTOMER: No no, I don't need anything right now. (नहीं नहीं, अभी चाहिए ही नहीं कुछ भी।)\n[14s] CUSTOMER: The factory has shut down. (फैक्ट्री बंद हो गई।)\n[16s] AGENT: Oh, it has shut down? (अच्छा, बंद हो गई है?)\n[17s] CUSTOMER: Hmm. (हम्म।)\n[17s] AGENT: Oh. Okay sir. (अच्छा। ठीक है सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly impact transcription.", "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": "You skipped the critical opening steps of getting permission and delivering a hook, which caused the customer to shut down the call. Always earn the right to ask questions by first stating who you are and why you're calling.", "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 opened the call by asking directly about requirements for HR coil. The customer stated they have no need because their factory has shut down. The agent acknowledged this information and ended the call without exploring any future possibilities or setting a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Yes, good evening sir. This is Anant speaking from JSW One. Are you currently having any requirement for steel, in steel traders?\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak, instead jumping directly to a qualification question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook or a reason for the call (e.g., price or availability signal); they immediately asked about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call did not progress to this stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Are you currently having any requirement for steel, in steel traders? For HR coil?\", \"comment\": \"The agent successfully attempted to qualify by asking if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Oh. Okay sir.\", \"comment\": \"The agent ended the call without proposing any next step after learning the customer's factory was closed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the critical opening steps of getting permission and delivering a hook, which caused the customer to shut down the call. Always earn the right to ask questions by first stating who you are and why you're calling.\", \"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\": [], \"call_summary\": \"The agent opened the call by asking directly about requirements for HR coil. The customer stated they have no need because their factory has shut down. The agent acknowledged this information and ended the call without exploring any future possibilities or setting a next step.\"}", "error": null, "latency_ms": 29612, "input_tokens": 2861, "output_tokens": 739, "created_at": "2026-09-25 11:07:44", "sentiment": "negative", "sentiment_score": -0.28, "sentiment_confidence": "high", "pos": 0, "neg": 2, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.754, "agent_talk_sec": 10.7, "customer_talk_sec": 3.5, "dead_air_sec": 54.8, "longest_monologue_sec": 5.2, "agent_wpm": 314.0, "interruptions": 0, "agent_turns": 5, "customer_turns": 6, "discovery_qs": 5, "words_agent": 56, "words_customer": 17, "monologue_heavy": 1, "turns": [ { "ucid": "21112178903614871", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 0.97, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178903614871", "idx": 1, "speaker": "agent", "start_s": 1.28, "end_s": 6.53, "text_en": "Yes, good evening sir. This is Anant speaking from JSW One. Are you currently having any requirement for steel, in steel traders? For HR coil?", "text_native": "जी, गुड इवनिंग सर। अनंत मैं इधर बात कर रहा हूं JSW One से। अभी ये आपको स्टील, स्टील ट्रेडर्स में कुछ रिक्वायरमेंट आ रही है ना स्टील की? HR coil की?" }, { "ucid": "21112178903614871", "idx": 2, "speaker": "customer", "start_s": 6.62, "end_s": 6.92, "text_en": "No.", "text_native": "नहीं।" }, { "ucid": "21112178903614871", "idx": 3, "speaker": "agent", "start_s": 7.44, "end_s": 9.36, "text_en": "So have you done the procurement here or is it still pending?", "text_native": "तो इधर आपने प्रोक्योरमेंट कर लिया है या बाकी है अभी आपका?" }, { "ucid": "21112178903614871", "idx": 4, "speaker": "customer", "start_s": 9.8, "end_s": 10.16, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178903614871", "idx": 5, "speaker": "agent", "start_s": 10.42, "end_s": 12.34, "text_en": "Have you purchased the procurement or is the material still pending?", "text_native": "प्रोक्योरमेंट आपने परचेस कर लिया है या बाकी है मटेरियल?" }, { "ucid": "21112178903614871", "idx": 6, "speaker": "customer", "start_s": 12.62, "end_s": 13.88, "text_en": "No no, I don't need anything right now.", "text_native": "नहीं नहीं, अभी चाहिए ही नहीं कुछ भी।" }, { "ucid": "21112178903614871", "idx": 7, "speaker": "customer", "start_s": 14.3, "end_s": 15.18, "text_en": "The factory has shut down.", "text_native": "फैक्ट्री बंद हो गई।" }, { "ucid": "21112178903614871", "idx": 8, "speaker": "agent", "start_s": 15.5, "end_s": 16.26, "text_en": "Oh, it has shut down?", "text_native": "अच्छा, बंद हो गई है?" }, { "ucid": "21112178903614871", "idx": 9, "speaker": "customer", "start_s": 16.6, "end_s": 16.86, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178903614871", "idx": 10, "speaker": "agent", "start_s": 17.3, "end_s": 18.18, "text_en": "Oh. Okay sir.", "text_native": "अच्छा। ठीक है सर।" } ], "steps": [ { "ucid": "21112178903614871", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Yes, good evening sir. This is Anant speaking from JSW One. Are you currently having any requirement for steel, in steel traders?", "comment": "The agent did not use the customer's name or ask for permission to speak, instead jumping directly to a qualification question." }, { "ucid": "21112178903614871", "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 or a reason for the call (e.g., price or availability signal); they immediately asked about requirements." }, { "ucid": "21112178903614871", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was terminated by the customer before any discovery questions could be asked." }, { "ucid": "21112178903614871", "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 the call did not progress to this stage." }, { "ucid": "21112178903614871", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: Are you currently having any requirement for steel, in steel traders? For HR coil?", "comment": "The agent successfully attempted to qualify by asking if a current requirement exists." }, { "ucid": "21112178903614871", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Oh. Okay sir.", "comment": "The agent ended the call without proposing any next step after learning the customer's factory was closed." } ], "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": [] }