{ "ucid": "21112178904185741", "call_date": "2026-09-10", "start_time": "2026-09-10 17:34:17", "end_time": "2026-09-10 17:35:13", "duration_sec": 56, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Not_Answered", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA70765f98ea079020a0908be798e642fe.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 305, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178904185741__DIA70765f98ea079020a0908be798e642fe.mp3", "audio_bytes": 130464, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 43.488, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello. Orpex, are you speaking from Orpex, sir? (हेलो। Orpex, Orpex से बोल रहे सर?)\n[3s] CUSTOMER: Yes sir, I am speaking directly from Orpex. (हाँ सर, Orpex में ही डायरेक्ट से बोल रहा हूँ।)\n[5s] AGENT: Sir, good evening, sir. I was calling, actually. Uh, I spoke to you last month as well. You didn't have any requirement. Do you have any requirement this month, sir? (सर, good evening, सर। निवेदन दे रहे थे actually. अह, last month भी आपसे बात हुई थी। आपका कुछ requirement नहीं था। यह month है सर आपका कुछ requirement?)\n[12s] CUSTOMER: There is no requirement. (Requirement तो है नहीं।)\n[13s] AGENT: Okay, fine. (Okay, ठीक है।)\n[14s] CUSTOMER: I will talk about this once. If there is anything, I will definitely call back. (मैं एक बार इसपे से बात कर लेता हूँ। कुछ रहेगा तो मैं definitely call back करता हूँ।)\n[17s] AGENT: Okay sir. Sorry, what were you saying? (Okay सर। Sorry, क्या बोल रहे थे?)\n[19s] CUSTOMER: Yes, no, nothing. (हाँ नहीं, कुछ नहीं।)\n[20s] AGENT: No issue. (कोई issue नहीं।)\n[21s] AGENT: Okay sir, no issue. I will once again, I will put a reminder on my WhatsApp. If you have anything. (ठीक है सर, कोई issue नहीं है। मैं आपको एक बार फिर से, मैं एक reminder डाल दूंगा अपने WhatsApp पे। अगर आपको कुछ रहा तो।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "noisy: Significant background noise (office chatter) on the customer's side, which sometimes makes their speech slightly hard to discern.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 1, "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 must always open the call by stating your name and that you're calling from JSW One, then provide a compelling reason for the call (the hook) before asking for their time.", "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 called a previous contact but failed to introduce himself or JSW One. He immediately asked for a requirement without providing a value proposition, and the customer stated they had none. The customer offered to call back if a need arose, and the agent ended the call without securing a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent failed to identify himself or JSW One and did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately stated they had no requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call did not progress to that stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement this month, sir?\", \"comment\": \"Agent successfully asked if a current requirement existed, which is the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will once again, I will put a reminder on my WhatsApp.\", \"comment\": \"The proposed next step was a passive self-reminder, not a committed action with the customer like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must always open the call by stating your name and that you're calling from JSW One, then provide a compelling reason for the call (the hook) before asking for their time.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"If there is anything, I will definitely call back.\", \"response\": \"Okay sir, no issue. I will once again, I will put a reminder on my WhatsApp.\"}], \"call_summary\": \"The agent called a previous contact but failed to introduce himself or JSW One. He immediately asked for a requirement without providing a value proposition, and the customer stated they had none. The customer offered to call back if a need arose, and the agent ended the call without securing a concrete next step.\"}", "error": null, "latency_ms": 35748, "input_tokens": 2938, "output_tokens": 784, "created_at": "2026-09-25 11:05:53", "sentiment": "positive", "sentiment_score": 0.333, "sentiment_confidence": "high", "pos": 8, "neg": 4, "lex_hits": 4, "objection_phrases": "[\"rejection\"]", "sentiment_method": "lexical only", "talk_ratio": 0.665, "agent_talk_sec": 14.5, "customer_talk_sec": 7.3, "dead_air_sec": 34.2, "longest_monologue_sec": 6.6, "agent_wpm": 285.5, "interruptions": 0, "agent_turns": 6, "customer_turns": 5, "discovery_qs": 3, "words_agent": 69, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178904185741", "idx": 0, "speaker": "customer", "start_s": 0.97, "end_s": 1.49, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178904185741", "idx": 1, "speaker": "agent", "start_s": 1.77, "end_s": 2.99, "text_en": "Hello. Orpex, are you speaking from Orpex, sir?", "text_native": "हेलो। Orpex, Orpex से बोल रहे सर?" }, { "ucid": "21112178904185741", "idx": 2, "speaker": "customer", "start_s": 3.09, "end_s": 4.7, "text_en": "Yes sir, I am speaking directly from Orpex.", "text_native": "हाँ सर, Orpex में ही डायरेक्ट से बोल रहा हूँ।" }, { "ucid": "21112178904185741", "idx": 3, "speaker": "agent", "start_s": 4.9, "end_s": 11.54, "text_en": "Sir, good evening, sir. I was calling, actually. Uh, I spoke to you last month as well. You didn't have any requirement. Do you have any requirement this month, sir?", "text_native": "सर, good evening, सर। निवेदन दे रहे थे actually. अह, last month भी आपसे बात हुई थी। आपका कुछ requirement नहीं था। यह month है सर आपका कुछ requirement?" }, { "ucid": "21112178904185741", "idx": 4, "speaker": "customer", "start_s": 12.0, "end_s": 13.1, "text_en": "There is no requirement.", "text_native": "Requirement तो है नहीं।" }, { "ucid": "21112178904185741", "idx": 5, "speaker": "agent", "start_s": 13.2, "end_s": 13.68, "text_en": "Okay, fine.", "text_native": "Okay, ठीक है।" }, { "ucid": "21112178904185741", "idx": 6, "speaker": "customer", "start_s": 13.8, "end_s": 17.0, "text_en": "I will talk about this once. If there is anything, I will definitely call back.", "text_native": "मैं एक बार इसपे से बात कर लेता हूँ। कुछ रहेगा तो मैं definitely call back करता हूँ।" }, { "ucid": "21112178904185741", "idx": 7, "speaker": "agent", "start_s": 17.2, "end_s": 18.5, "text_en": "Okay sir. Sorry, what were you saying?", "text_native": "Okay सर। Sorry, क्या बोल रहे थे?" }, { "ucid": "21112178904185741", "idx": 8, "speaker": "customer", "start_s": 18.6, "end_s": 19.5, "text_en": "Yes, no, nothing.", "text_native": "हाँ नहीं, कुछ नहीं।" }, { "ucid": "21112178904185741", "idx": 9, "speaker": "agent", "start_s": 20.2, "end_s": 20.6, "text_en": "No issue.", "text_native": "कोई issue नहीं।" }, { "ucid": "21112178904185741", "idx": 10, "speaker": "agent", "start_s": 21.0, "end_s": 25.5, "text_en": "Okay sir, no issue. I will once again, I will put a reminder on my WhatsApp. If you have anything.", "text_native": "ठीक है सर, कोई issue नहीं है। मैं आपको एक बार फिर से, मैं एक reminder डाल दूंगा अपने WhatsApp पे। अगर आपको कुछ रहा तो।" } ], "steps": [ { "ucid": "21112178904185741", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent failed to identify himself or JSW One and did not ask for permission to speak." }, { "ucid": "21112178904185741", "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 supply or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178904185741", "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 as the customer immediately stated they had no requirement." }, { "ucid": "21112178904185741", "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 that stage." }, { "ucid": "21112178904185741", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement this month, sir?", "comment": "Agent successfully asked if a current requirement existed, which is the primary intent of this step." }, { "ucid": "21112178904185741", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will once again, I will put a reminder on my WhatsApp.", "comment": "The proposed next step was a passive self-reminder, not a committed action with the customer like a quote or a scheduled callback." } ], "objections": [ { "ucid": "21112178904185741", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "If there is anything, I will definitely call back.", "response": "Okay sir, no issue. I will once again, I will put a reminder on my WhatsApp." } ], "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": [ "rejection" ] }