{ "ucid": "21112178904179661", "call_date": "2026-09-10", "start_time": "2026-09-10 17:33:16", "end_time": "2026-09-10 17:34:43", "duration_sec": 87, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb41abeda98ba422fbc4c4d4e2c006d75.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 306, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178904179661__DIAb41abeda98ba422fbc4c4d4e2c006d75.mp3", "audio_bytes": 123336, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 41.112, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (हॅलो)\n[3s] AGENT: Hello. (हॅलो)\n[4s] CUSTOMER: Where from? (कहाँ से?)\n[4s] AGENT: Yeah good evening, this is Abdul speaking, sir, from JSW One. (Yeah good evening, Abdul बात कर रहा हूँ सर, JSW One से।)\n[7s] CUSTOMER: Regarding?\n[8s] AGENT: Regarding raw material requirement, I had called for HRC. (Regarding raw material का requirement है, HRC के लिए फोन किया था मैं।)\n[11s] CUSTOMER: Sir, why do you call me again and again? (सर आप क्यों बारी बारी फोन करते हो मेरेको?)\n[13s] AGENT: Sir, what do you mean? You had registered in this, your... (सर क्या मतलब इसमें आप रजिस्ट्रेशन किए थे आपका...)\n[15s] CUSTOMER: Hey brother, it's been a year since we cancelled your registration. Will you keep calling me for no reason? (ए भाई साहब, हमने आपकी रजिस्ट्रेशन कैंसिल किए हुए एक साल हो गया। आप फालतू में उठा के फोन करते रहोगे क्या?)\n[20s] AGENT: Your [details] were in this, that's why I called, sir. (अरे इसमें था आपका इसलिए मैं फोन कर दिया सर।)\n[22s] CUSTOMER: Hey brother, what is this? Your call comes every other day. (अरे भाई साहब, क्या है? हर हर दूसरे दिन फोन आ जाता है तुम्हारा।)\n[24s] AGENT: I'll mark it as lost now, sir. Okay, I'm removing it. (अभी लॉस्ट मारता हूं सर। ठीक है, हटा रहा हूं।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: The customer sounds audibly annoyed throughout the call.", "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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer states they've previously asked to be removed, immediately apologize and confirm you will process their request, rather than questioning or justifying the call.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who was immediately hostile, stating they had cancelled their registration a year ago and did not want to be called. The agent initially questioned this before agreeing to mark the lead as lost and remove their number. The call ended without any sales discussion.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah good evening, this is Abdul speaking, sir, from JSW One.\", \"comment\": \"The agent identified himself and the company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Regarding raw material requirement, I had called for HRC.\", \"comment\": \"The agent led with a product (HRC) instead of a supply or price benefit hook.\"}, {\"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\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll mark it as lost now, sir. Okay, I'm removing it.\", \"comment\": \"The agent agreed to remove the customer's number, but this does not meet the rubric's criteria of a committed quote or callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states they've previously asked to be removed, immediately apologize and confirm you will process their request, rather than questioning or justifying the call.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Hey brother, it's been a year since we cancelled your registration. Will you keep calling me for no reason?\", \"response\": \"Sir, what do you mean? You had registered in this, your...\"}], \"call_summary\": \"The agent contacted a customer who was immediately hostile, stating they had cancelled their registration a year ago and did not want to be called. The agent initially questioned this before agreeing to mark the lead as lost and remove their number. The call ended without any sales discussion.\"}", "error": null, "latency_ms": 31679, "input_tokens": 2932, "output_tokens": 791, "created_at": "2026-09-25 11:05:52", "sentiment": "neutral", "sentiment_score": -0.12, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.485, "agent_talk_sec": 9.9, "customer_talk_sec": 10.5, "dead_air_sec": 66.6, "longest_monologue_sec": 2.4, "agent_wpm": 321.2, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 1, "words_agent": 53, "words_customer": 43, "monologue_heavy": 0, "turns": [ { "ucid": "21112178904179661", "idx": 0, "speaker": "customer", "start_s": 1.58, "end_s": 2.11, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178904179661", "idx": 1, "speaker": "agent", "start_s": 2.58, "end_s": 2.98, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178904179661", "idx": 2, "speaker": "customer", "start_s": 3.5, "end_s": 3.98, "text_en": "Where from?", "text_native": "कहाँ से?" }, { "ucid": "21112178904179661", "idx": 3, "speaker": "agent", "start_s": 4.3, "end_s": 6.51, "text_en": "Yeah good evening, this is Abdul speaking, sir, from JSW One.", "text_native": "Yeah good evening, Abdul बात कर रहा हूँ सर, JSW One से।" }, { "ucid": "21112178904179661", "idx": 4, "speaker": "customer", "start_s": 7.2, "end_s": 7.72, "text_en": "Regarding?", "text_native": "Regarding?" }, { "ucid": "21112178904179661", "idx": 5, "speaker": "agent", "start_s": 8.2, "end_s": 10.6, "text_en": "Regarding raw material requirement, I had called for HRC.", "text_native": "Regarding raw material का requirement है, HRC के लिए फोन किया था मैं।" }, { "ucid": "21112178904179661", "idx": 6, "speaker": "customer", "start_s": 10.79, "end_s": 12.58, "text_en": "Sir, why do you call me again and again?", "text_native": "सर आप क्यों बारी बारी फोन करते हो मेरेको?" }, { "ucid": "21112178904179661", "idx": 7, "speaker": "agent", "start_s": 12.98, "end_s": 14.6, "text_en": "Sir, what do you mean? You had registered in this, your...", "text_native": "सर क्या मतलब इसमें आप रजिस्ट्रेशन किए थे आपका..." }, { "ucid": "21112178904179661", "idx": 8, "speaker": "customer", "start_s": 14.6, "end_s": 19.4, "text_en": "Hey brother, it's been a year since we cancelled your registration. Will you keep calling me for no reason?", "text_native": "ए भाई साहब, हमने आपकी रजिस्ट्रेशन कैंसिल किए हुए एक साल हो गया। आप फालतू में उठा के फोन करते रहोगे क्या?" }, { "ucid": "21112178904179661", "idx": 9, "speaker": "agent", "start_s": 20.1, "end_s": 21.6, "text_en": "Your [details] were in this, that's why I called, sir.", "text_native": "अरे इसमें था आपका इसलिए मैं फोन कर दिया सर।" }, { "ucid": "21112178904179661", "idx": 10, "speaker": "customer", "start_s": 21.6, "end_s": 24.0, "text_en": "Hey brother, what is this? Your call comes every other day.", "text_native": "अरे भाई साहब, क्या है? हर हर दूसरे दिन फोन आ जाता है तुम्हारा।" }, { "ucid": "21112178904179661", "idx": 11, "speaker": "agent", "start_s": 24.3, "end_s": 26.1, "text_en": "I'll mark it as lost now, sir. Okay, I'm removing it.", "text_native": "अभी लॉस्ट मारता हूं सर। ठीक है, हटा रहा हूं।" } ], "steps": [ { "ucid": "21112178904179661", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yeah good evening, this is Abdul speaking, sir, from JSW One.", "comment": "The agent identified himself and the company but did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178904179661", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Regarding raw material requirement, I had called for HRC.", "comment": "The agent led with a product (HRC) instead of a supply or price benefit hook." }, { "ucid": "21112178904179661", "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": "21112178904179661", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the pitch stage." }, { "ucid": "21112178904179661", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the qualification stage." }, { "ucid": "21112178904179661", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll mark it as lost now, sir. Okay, I'm removing it.", "comment": "The agent agreed to remove the customer's number, but this does not meet the rubric's criteria of a committed quote or callback." } ], "objections": [ { "ucid": "21112178904179661", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "Hey brother, it's been a year since we cancelled your registration. Will you keep calling me for no reason?", "response": "Sir, what do you mean? You had registered in this, your..." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }