{ "ucid": "34972178331635640", "call_date": "2026-07-06", "start_time": "2026-07-06 11:09:16", "end_time": "2026-07-06 11:10:24", "duration_sec": 68, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA957c9fc2e18296ab9984f775ab494e9b.mp3", "dial_status": "", "customer_status": "answered", "agent_status": "answered", "hangup_by": "AgentHangup", "excel_row": 286, "is_test": 0, "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"2170\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"36a40a0f239c2080711b67e8496dac4c/11632239134913030168\",\"x-forwarded-proto\":\"https\",\"via\":\"1.1 google\",\"x-forwarded-for\":\"3.111.26.194,34.8.227.186\"},\"params\":{},\"query\":{},\"body\":{\"conversation\":{\"turnwise\":[{\"transcript\":\"hello\",\"channel\":0,\"start\":3.799875,\"end\":7.199875},{\"transcript\":\"hello\",\"channel\":1,\"start\":5.999875,\"end\":6.799875},{\"transcript\":\"so js r two one ka nas karada\",\"channel\":0,\"start\":7.599875,\"end\":9.799875},{\"transcript\":\"hello\",\"channel\":1,\"start\":10.799875,\"end\":11.599875},{\"transcript\":\"uh sir am i audible hello\",\"channel\":0,\"start\":12.399875,\"end\":14.199875},{\"transcript\":\"yes sir yes sir\",\"channel\":1,\"start\":14.199875,\"end\":15.399875},{\"transcript\":\"so calling from j sw one n s m e\",\"channel\":0,\"start\":15.799875,\"end\":18.199875},{\"transcript\":\"listen tell me\",\"channel\":1,\"start\":17.199875,\"end\":20.399875},{\"transcript\":\"uh sending your deployment in scheme\",\"channel\":0,\"start\":20.599875,\"end\":22.599875},{\"transcript\":\"and no sir no i i was just checking the application how it ran and i wanted to know the rate\",\"channel\":1,\"start\":22.599875,\"end\":29.399875},{\"transcript\":\"okay\",\"channel\":0,\"start\":27.799875,\"end\":28.599875},{\"transcript\":\"but it's it's not showing any rate now\",\"channel\":1,\"start\":29.599875,\"end\":32.599875},{\"transcript\":\"okay\",\"channel\":0,\"start\":30.399875,\"end\":30.999875},{\"transcript\":\"i will ask the consenting to connect with you\",\"channel\":0,\"start\":33.799875,\"end\":35.599875},{\"transcript\":\"ok\",\"channel\":1,\"start\":35.799875,\"end\":36.389875},{\"transcript\":\"thank you\",\"channel\":0,\"start\":37.199875,\"end\":37.789875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178331635640,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178331635640,\"CallDate\":\"2026-07-06\",\"StartTime\":\"2026-07-06 11:09:16\",\"EndTime\":\"2026-07-06 11:10:24\",\"CallDuration\":\"00:01:08\",\"CampaignName\":\"MSME_IS_India_ProductOpps_PROG_261225\",\"Disposition\":\"No_requirement\",\"AgentName\":\"dhruv\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"AgentHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA957c9fc2e18296ab9984f775ab494e9b.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-06\",\"CallStartTime\":\"2026-07-06 11:09:16\",\"CallEndTime\":\"2026-07-06 11:10:24\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}", "audio_path": "/data/audio/34972178331635640__DIA957c9fc2e18296ab9984f775ab494e9b.mp3", "audio_bytes": 117288, "audio_status": "ok", "audio_error": null, "excel_turn_count": 16, "ingested_at": "2026-09-03 08:21:44.614582+00", "audio_secs": 39.096, "source_file": null, "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[3s] AGENT: Sir, I am speaking from JSW One. (સર JSW One થી વાત કરું છું.)\n[5s] CUSTOMER: Hello.\n[6s] AGENT: Uh sir, am I audible? Hello?\n[8s] CUSTOMER: Yes sir, yes sir.\n[9s] AGENT: Sir, calling from JSW One MSME.\n[10s] CUSTOMER: Yes, yes sir, tell me. (Ha, yes sir, tell me.)\n[12s] AGENT: Uh sir, any requirement in steel?\n[13s] CUSTOMER: No sir, no. I was just checking the application, how it runs. And I wanted to know the rates. But it's not showing any rates now.\n[21s] AGENT: I'll ask the concerned team to connect with you.\n[23s] CUSTOMER: Okay.\n[24s] AGENT: Thank you.", "language": "English", "languages": "[\"Gujarati\", \"English\", \"Hindi\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: Some background noise is present, consistent with a call center environment, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 turns, clean transcript (0% inaudible)", "band_language": "English", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When a customer says they were using the app, treat it as a warm lead; your first step is to ask what product they were looking for to get the price, not to ask if they have a requirement.", "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 customer explained they were exploring the JSW One application to check prices but couldn't find them. The agent did not attempt to identify the product or provide the requested pricing information. Instead, the agent deflected the query to another team and ended the call, missing the opportunity to assist a warm lead.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, any requirement in steel?\", \"comment\": \"The agent opened with a generic cold-call question instead of acknowledging the customer's activity on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt to read back or confirm any of the product details the customer might have entered on the platform.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll ask the concerned team to connect with you.\", \"comment\": \"The agent deflected the customer's pricing query to another team instead of providing a price or a timeline to get one.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, any requirement in steel?\", \"comment\": \"The agent did not pitch any products, and therefore did not unnecessarily re-pitch the portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they were using the app, treat it as a warm lead; your first step is to ask what product they were looking for to get the price, not to ask if they have a requirement.\", \"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\": \"why_call_used_app\", \"state\": \"mishandled\", \"evidence\": \"I was just checking the application, how it runs. And I wanted to know the rates.\", \"response\": \"I'll ask the concerned team to connect with you.\"}], \"call_summary\": \"The customer explained they were exploring the JSW One application to check prices but couldn't find them. The agent did not attempt to identify the product or provide the requested pricing information. Instead, the agent deflected the query to another team and ended the call, missing the opportunity to assist a warm lead.\"}", "error": null, "latency_ms": 27195, "input_tokens": 2843, "output_tokens": 744, "created_at": "2026-09-03 09:49:27", "sentiment": "negative", "sentiment_score": -0.3, "sentiment_confidence": "high", "pos": 1, "neg": 3, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.455, "agent_talk_sec": 8.6, "customer_talk_sec": 10.3, "dead_air_sec": 49.1, "longest_monologue_sec": 1.9, "agent_wpm": 258.1, "interruptions": 0, "agent_turns": 7, "customer_turns": 6, "discovery_qs": 3, "words_agent": 37, "words_customer": 38, "monologue_heavy": 0, "turns": [ { "ucid": "34972178331635640", "idx": 0, "speaker": "customer", "start_s": 1.83, "end_s": 2.36, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178331635640", "idx": 1, "speaker": "agent", "start_s": 2.57, "end_s": 2.97, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178331635640", "idx": 2, "speaker": "agent", "start_s": 3.28, "end_s": 4.79, "text_en": "Sir, I am speaking from JSW One.", "text_native": "સર JSW One થી વાત કરું છું." }, { "ucid": "34972178331635640", "idx": 3, "speaker": "customer", "start_s": 5.2, "end_s": 5.67, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178331635640", "idx": 4, "speaker": "agent", "start_s": 6.04, "end_s": 7.54, "text_en": "Uh sir, am I audible? Hello?", "text_native": "Uh sir, am I audible? Hello?" }, { "ucid": "34972178331635640", "idx": 5, "speaker": "customer", "start_s": 7.7, "end_s": 8.5, "text_en": "Yes sir, yes sir.", "text_native": "Yes sir, yes sir." }, { "ucid": "34972178331635640", "idx": 6, "speaker": "agent", "start_s": 8.61, "end_s": 10.04, "text_en": "Sir, calling from JSW One MSME.", "text_native": "Sir, calling from JSW One MSME." }, { "ucid": "34972178331635640", "idx": 7, "speaker": "customer", "start_s": 10.04, "end_s": 11.51, "text_en": "Yes, yes sir, tell me.", "text_native": "Ha, yes sir, tell me." }, { "ucid": "34972178331635640", "idx": 8, "speaker": "agent", "start_s": 11.62, "end_s": 13.12, "text_en": "Uh sir, any requirement in steel?", "text_native": "Uh sir, any requirement in steel?" }, { "ucid": "34972178331635640", "idx": 9, "speaker": "customer", "start_s": 13.33, "end_s": 20.0, "text_en": "No sir, no. I was just checking the application, how it runs. And I wanted to know the rates. But it's not showing any rates now.", "text_native": "No sir, no. I was just checking the application, how it runs. And I wanted to know the rates. 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And I wanted to know the rates.", "response": "I'll ask the concerned team to connect with you." } ], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }