{ "ucid": "21112178904116661", "call_date": "2026-09-10", "start_time": "2026-09-10 17:22:46", "end_time": "2026-09-10 17:23:34", "duration_sec": 48, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf1e8dfae814c1a3f4f6813a92043e2c5.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 312, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178904116661__DIAf1e8dfae814c1a3f4f6813a92043e2c5.mp3", "audio_bytes": 98064, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 32.688, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Yes, speak. (हां बोलिए।)\n[1s] AGENT: Sir, is the name Bholenath Enterprises? (सर, नाम है भोलेनाथ एंटरप्राइजेज?)\n[3s] CUSTOMER: Yes. (जी।)\n[3s] AGENT: Naik ji, this is Sudip speaking, from JSW One, from JSW Steel. (नाईक जी, सुदीप बोल रहा हूं, JSW One से, JSW Steel से।)\n[5s] CUSTOMER: Yes, please tell me, sir. (जी बोलिए ना सर।)\n[6s] AGENT: Sir, your company was registered on our portal, for this Pune location. This was a follow-up call regarding steel procurement, sir. (सर, ये आपका कंपनी रजिस्टर्ड था पोर्टल पर हमारे, फॉर दिस पुणे लोकेशन। स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।)\n[11s] AGENT: Do you have any requirement for steel right now? For HR? (अभी कुछ स्टील में रिक्वायरमेंट है आपको? HR का?)\n[13s] CUSTOMER: Not right now. Not right now. (अभी नहीं है। अभी नहीं है।)\n[15s] AGENT: Oh, okay, okay. When can it be, sir? Any idea? (ओह, ओके, ओके। कब तक हो सकती है सर? एनी आईडिया?)\n[17s] CUSTOMER: If it comes next week, I will let you know. (नेक्स्ट वीक में आएगा तो बताता हूं।)\n[18s] AGENT: Okay, I will WhatsApp you my number. If there is anything, please let me know, okay? Please. Okay. (ठीक है, मैं आपको WhatsApp करता हूं मेरा नंबर। कुछ रहता है तो बताइएगा प्लीज, है ना? प्लीज। ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: There is a slight echo on the agent's side, but it does not affect 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": "You skipped the hook and discovery steps, jumping straight to asking for a requirement. Always deliver a value proposition first to earn the right to ask questions and uncover potential needs.", "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 lead from a portal registration. After a brief introduction, the agent immediately asked for a current requirement for HR steel. The customer stated they have no need right now but might have one next week. The agent ended the call by offering to send his number and asking the customer to get in touch, failing to secure a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and went directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the customer stated they had no requirement.\"}, {\"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\": \"Do you have any requirement for steel right now? For HR?\", \"comment\": \"Agent successfully asked for a current requirement, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I will WhatsApp you my number. If there is anything, please let me know, okay?\", \"comment\": \"The next step was not a committed action but rather a passive 'call me if you need anything'.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the hook and discovery steps, jumping straight to asking for a requirement. Always deliver a value proposition first to earn the right to ask questions and uncover potential needs.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"If it comes next week, I will let you know.\", \"response\": \"Okay, I will WhatsApp you my number. If there is anything, please let me know, okay?\"}], \"call_summary\": \"The agent contacted a lead from a portal registration. After a brief introduction, the agent immediately asked for a current requirement for HR steel. The customer stated they have no need right now but might have one next week. The agent ended the call by offering to send his number and asking the customer to get in touch, failing to secure a concrete next step.\"}", "error": null, "latency_ms": 36479, "input_tokens": 2952, "output_tokens": 776, "created_at": "2026-09-25 11:06:18", "sentiment": "negative", "sentiment_score": -0.238, "sentiment_confidence": "high", "pos": 0, "neg": 1, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.79, "agent_talk_sec": 16.2, "customer_talk_sec": 4.3, "dead_air_sec": 27.5, "longest_monologue_sec": 6.4, "agent_wpm": 300.0, "interruptions": 0, "agent_turns": 7, "customer_turns": 5, "discovery_qs": 6, "words_agent": 81, "words_customer": 23, "monologue_heavy": 1, "turns": [ { "ucid": "21112178904116661", "idx": 0, "speaker": "customer", "start_s": 0.17, "end_s": 0.67, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178904116661", "idx": 1, "speaker": "agent", "start_s": 0.9, "end_s": 1.28, "text_en": "Yes, speak.", "text_native": "हां बोलिए।" }, { "ucid": "21112178904116661", "idx": 2, "speaker": "agent", "start_s": 1.28, "end_s": 2.6, "text_en": "Sir, is the name Bholenath Enterprises?", "text_native": "सर, नाम है भोलेनाथ एंटरप्राइजेज?" }, { "ucid": "21112178904116661", "idx": 3, "speaker": "customer", "start_s": 2.78, "end_s": 3.1, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178904116661", "idx": 4, "speaker": "agent", "start_s": 3.3, "end_s": 5.4, "text_en": "Naik ji, this is Sudip speaking, from JSW One, from JSW Steel.", "text_native": "नाईक जी, सुदीप बोल रहा हूं, JSW One से, JSW Steel से।" }, { "ucid": "21112178904116661", "idx": 5, "speaker": "customer", "start_s": 5.4, "end_s": 6.1, "text_en": "Yes, please tell me, sir.", "text_native": "जी बोलिए ना सर।" }, { "ucid": "21112178904116661", "idx": 6, "speaker": "agent", "start_s": 6.3, "end_s": 10.4, "text_en": "Sir, your company was registered on our portal, for this Pune location. This was a follow-up call regarding steel procurement, sir.", "text_native": "सर, ये आपका कंपनी रजिस्टर्ड था पोर्टल पर हमारे, फॉर दिस पुणे लोकेशन। स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।" }, { "ucid": "21112178904116661", "idx": 7, "speaker": "agent", "start_s": 10.6, "end_s": 12.9, "text_en": "Do you have any requirement for steel right now? For HR?", "text_native": "अभी कुछ स्टील में रिक्वायरमेंट है आपको? HR का?" }, { "ucid": "21112178904116661", "idx": 8, "speaker": "customer", "start_s": 13.0, "end_s": 14.4, "text_en": "Not right now. Not right now.", "text_native": "अभी नहीं है। अभी नहीं है।" }, { "ucid": "21112178904116661", "idx": 9, "speaker": "agent", "start_s": 14.6, "end_s": 16.6, "text_en": "Oh, okay, okay. When can it be, sir? Any idea?", "text_native": "ओह, ओके, ओके। कब तक हो सकती है सर? एनी आईडिया?" }, { "ucid": "21112178904116661", "idx": 10, "speaker": "customer", "start_s": 16.6, "end_s": 18.0, "text_en": "If it comes next week, I will let you know.", "text_native": "नेक्स्ट वीक में आएगा तो बताता हूं।" }, { "ucid": "21112178904116661", "idx": 11, "speaker": "agent", "start_s": 18.2, "end_s": 22.2, "text_en": "Okay, I will WhatsApp you my number. If there is anything, please let me know, okay? Please. Okay.", "text_native": "ठीक है, मैं आपको WhatsApp करता हूं मेरा नंबर। कुछ रहता है तो बताइएगा प्लीज, है ना? प्लीज। ओके।" } ], "steps": [ { "ucid": "21112178904116661", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified self and company but did not ask for permission to speak." }, { "ucid": "21112178904116661", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent skipped the hook and went directly to asking for a requirement." }, { "ucid": "21112178904116661", "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 before the customer stated they had no requirement." }, { "ucid": "21112178904116661", "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": "21112178904116661", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement for steel right now? For HR?", "comment": "Agent successfully asked for a current requirement, which the customer denied." }, { "ucid": "21112178904116661", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, I will WhatsApp you my number. If there is anything, please let me know, okay?", "comment": "The next step was not a committed action but rather a passive 'call me if you need anything'." } ], "objections": [ { "ucid": "21112178904116661", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "If it comes next week, I will let you know.", "response": "Okay, I will WhatsApp you my number. If there is anything, please let me know, 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": [] }