{ "ucid": "21112178903788061", "call_date": "2026-09-10", "start_time": "2026-09-10 16:28:00", "end_time": "2026-09-10 16:29:03", "duration_sec": 63, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Onboarded", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc69ee2fd1a55071f2ff664ca41961925.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 333, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903788061__DIAc69ee2fd1a55071f2ff664ca41961925.mp3", "audio_bytes": 139320, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 46.44, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हॅलो?)\n[6s] AGENT: Yes sir, good evening. Karthik this side from JSW One.\n[9s] CUSTOMER: Yes, tell me. (जी बताइए।)\n[10s] AGENT: Sir, in this H R S Infrastructure, do you have a requirement for steel, like HR and all? (सर ये H R S Infrastructure में आप steel का requirement रहता है HR वगेरा का?)\n[14s] CUSTOMER: Yes, yes. (हां हां।)\n[15s] AGENT: Yes sir? (हांजी सर?)\n[16s] CUSTOMER: Yes, we do. (हां रहता है।)\n[16s] AGENT: Okay. So sir, if you have anything at hand right now, please tell me. Because we stock HR coils in Ghaziabad itself. (अच्छा। तो सर अभी at the hand कुछ होगा तो बताइए। Because Ghaziabad में ही हम stock करते हैं HR coils.)\n[22s] CUSTOMER: It's not available right now, the stock is behind. (अभी available नहीं है stock पीछे।)\n[24s] CUSTOMER: Yes, let me check it once. Yes, I will send you a requirement after checking. (हांजी, मैं एक बार देख लेता हूं उसको करके। हां मैं आपको requirement एक भेज देता हूं check करके।)\n[28s] AGENT: Yes, just put in the requirement, I will share the rate with you then. (हां बस आप requirement डालिए मैं rate share करता हूं फिर आपको।)\n[30s] CUSTOMER: Okay. Okay.\n[31s] AGENT: Okay. Thank you.\n[32s] CUSTOMER: [inaudible]", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: A faint utterance at the very end is inaudible due to overlap.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 turns, clean transcript (7% 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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You successfully opened the call, but you must ask discovery questions to understand the customer's needs before you can qualify them or pitch relevant benefits.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted H R S Infrastructure and used a supply-led hook about stocking HR coils in Ghaziabad. The customer confirmed they use steel but have no immediate requirement, stating they would check and send a requirement list. The call ended with the agent agreeing to provide a rate upon receiving the list.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, good evening. Karthik this side from JSW One.\", \"comment\": \"The agent greeted and identified JSW One, but failed to use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Because Ghaziabad में ही हम stock करते हैं HR coils.\", \"comment\": \"The agent delivered a clear, concise supply-led hook based on local stock availability.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation did not progress past the initial hook.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"तो सर अभी at the hand कुछ होगा तो बताइए।\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"हां बस आप requirement डालिए मैं rate share करता हूं फिर आपको।\", \"comment\": \"The next step is passive and depends entirely on the customer; no specific callback time or quote turnaround was committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You successfully opened the call, but you must ask discovery questions to understand the customer's needs before you can qualify them or pitch relevant benefits.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"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 H R S Infrastructure and used a supply-led hook about stocking HR coils in Ghaziabad. The customer confirmed they use steel but have no immediate requirement, stating they would check and send a requirement list. The call ended with the agent agreeing to provide a rate upon receiving the list.\"}", "error": null, "latency_ms": 35023, "input_tokens": 2934, "output_tokens": 735, "created_at": "2026-09-25 11:07:13", "sentiment": "positive", "sentiment_score": 0.66, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.541, "agent_talk_sec": 16.0, "customer_talk_sec": 13.6, "dead_air_sec": 33.4, "longest_monologue_sec": 5.3, "agent_wpm": 258.8, "interruptions": 0, "agent_turns": 6, "customer_turns": 8, "discovery_qs": 2, "words_agent": 69, "words_customer": 36, "monologue_heavy": 0, "turns": [ { "ucid": "21112178903788061", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 4.9, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178903788061", "idx": 1, "speaker": "agent", "start_s": 5.6, "end_s": 8.8, "text_en": "Yes sir, good evening. Karthik this side from JSW One.", "text_native": "Yes sir, good evening. Karthik this side from JSW One." }, { "ucid": "21112178903788061", "idx": 2, "speaker": "customer", "start_s": 9.2, "end_s": 9.7, "text_en": "Yes, tell me.", "text_native": "जी बताइए।" }, { "ucid": "21112178903788061", "idx": 3, "speaker": "agent", "start_s": 10.0, "end_s": 13.8, "text_en": "Sir, in this H R S Infrastructure, do you have a requirement for steel, like HR and all?", "text_native": "सर ये H R S Infrastructure में आप steel का requirement रहता है HR वगेरा का?" }, { "ucid": "21112178903788061", "idx": 4, "speaker": "customer", "start_s": 14.0, "end_s": 14.5, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178903788061", "idx": 5, "speaker": "agent", "start_s": 14.8, "end_s": 15.2, "text_en": "Yes sir?", "text_native": "हांजी सर?" }, { "ucid": "21112178903788061", "idx": 6, "speaker": "customer", "start_s": 15.5, "end_s": 16.0, "text_en": "Yes, we do.", "text_native": "हां रहता है।" }, { "ucid": "21112178903788061", "idx": 7, "speaker": "agent", "start_s": 16.2, "end_s": 21.5, "text_en": "Okay. So sir, if you have anything at hand right now, please tell me. Because we stock HR coils in Ghaziabad itself.", "text_native": "अच्छा। तो सर अभी at the hand कुछ होगा तो बताइए। Because Ghaziabad में ही हम stock करते हैं HR coils." }, { "ucid": "21112178903788061", "idx": 8, "speaker": "customer", "start_s": 22.1, "end_s": 23.8, "text_en": "It's not available right now, the stock is behind.", "text_native": "अभी available नहीं है stock पीछे।" }, { "ucid": "21112178903788061", "idx": 9, "speaker": "customer", "start_s": 24.1, "end_s": 27.5, "text_en": "Yes, let me check it once. Yes, I will send you a requirement after checking.", "text_native": "हांजी, मैं एक बार देख लेता हूं उसको करके। हां मैं आपको requirement एक भेज देता हूं check करके।" }, { "ucid": "21112178903788061", "idx": 10, "speaker": "agent", "start_s": 27.5, "end_s": 29.8, "text_en": "Yes, just put in the requirement, I will share the rate with you then.", "text_native": "हां बस आप requirement डालिए मैं rate share करता हूं फिर आपको।" }, { "ucid": "21112178903788061", "idx": 11, "speaker": "customer", "start_s": 29.9, "end_s": 30.9, "text_en": "Okay. Okay.", "text_native": "Okay. Okay." }, { "ucid": "21112178903788061", "idx": 12, "speaker": "agent", "start_s": 31.0, "end_s": 32.0, "text_en": "Okay. Thank you.", "text_native": "Okay. Thank you." }, { "ucid": "21112178903788061", "idx": 13, "speaker": "customer", "start_s": 32.0, "end_s": 33.1, "text_en": "[inaudible]", "text_native": "[inaudible]" } ], "steps": [ { "ucid": "21112178903788061", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes sir, good evening. Karthik this side from JSW One.", "comment": "The agent greeted and identified JSW One, but failed to use the customer's name or ask for permission to speak." }, { "ucid": "21112178903788061", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Because Ghaziabad में ही हम stock करते हैं HR coils.", "comment": "The agent delivered a clear, concise supply-led hook based on local stock availability." }, { "ucid": "21112178903788061", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, volume, or current suppliers." }, { "ucid": "21112178903788061", "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; the conversation did not progress past the initial hook." }, { "ucid": "21112178903788061", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "तो सर अभी at the hand कुछ होगा तो बताइए।", "comment": "The agent successfully asked if a current requirement exists, which is the primary goal of this step." }, { "ucid": "21112178903788061", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "हां बस आप requirement डालिए मैं rate share करता हूं फिर आपको।", "comment": "The next step is passive and depends entirely on the customer; no specific callback time or quote turnaround was committed." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }