{ "ucid": "21112178576185761", "call_date": "2026-08-03", "start_time": "1899-12-30 18:27:37", "end_time": "1899-12-30 18:29:05", "duration_sec": 88, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "Ganesh", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3e443e568b95e534d2a9bf50afcf122e.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 156, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178576185761__DIA3e443e568b95e534d2a9bf50afcf122e.mp3", "audio_bytes": 216648, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 72.216, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello?\n[2s] CUSTOMER: Hello?\n[3s] AGENT: Hello? Yes sir, good evening. This is Ganesh speaking from the JSW One platform. (Hello? जी सर, good evening. गणेश बात कर रहा था JSW One platform से।)\n[6s] CUSTOMER: Yes sir, tell me. (हां जी सर, बताइए।)\n[8s] AGENT: Yes. Actually sir, you had registered on our website under the name BB Metals. And maybe you had also shared an inquiry once or twice. So, I don't know if anything happened further or not. I just called for a follow-up, sir, to ask if you have any planning this month, any project or something going on for which you have a requirement... (जी। Actually सर आपने हमारे website में registration किया हुआ था, BB Metals के नाम से। और शायद एक दो बार आपने inquiry भी share किया था। So, I don't know, आगे कुछ हुआ की नहीं हुआ। बस एक follow up के लिए call किया था सर की अभी इस month में कोई planning, कुछ project वगेरा चल रहा है आपका जिसके लिए requirement...)\n[15s] CUSTOMER: Sir, we take material daily, but I have made an inquiry with you so many times, I don't get any response. (सर हम तो रोज़ ही material लेते हैं but आपका इतनी बार inquiry करी है, कोई response तो मिलता नहीं है।)\n[19s] AGENT: You didn't get a response? (Response नहीं आया था आपको?)\n[20s] CUSTOMER: Hmm. (हम्म।)\n[20s] AGENT: Until now, as I can see, an inquiry has been created for you twice here. (अभी तक, जैसे दो बार इसका मैं देख पा रहा हूं, दो बार तो inquiry आपके बनी है यहां पर।)\n[22s] CUSTOMER: Even now, you can tell me again, I need 120 mm, 2.5 by 10 material, five plates. This material will be over 100 tons. (अभी भी आप दोबारा बता दीजिए, मेरेको 120 mm का, 2.5, 10 का माल चाहिए मेरेको, पांच plate। 100 ton से ऊपर बैठेगा यह माल।)\n[27s] AGENT: 120?\n[28s] CUSTOMER: Yes, 120 diameter by 10 meter. (हां, 120 diameter by 10 meter.)\n[30s] AGENT: Will you WhatsApp me once, sir? I am sending you a 'hi' on WhatsApp. I will check with your team, till then I will check with my team. (एक बार मेरेको मेरेको WhatsApp करेंगे सर? मैं आपको WhatsApp पे hi भेज रहा हूं। मैं आपकी टीम से, तब तक मैं टीम से check कर लेता हूं।)\n[33s] CUSTOMER: Yes, please send it. (हां जी, भेज दीजिए।)\n[34s] AGENT: The price and all as well. (Price वगेरा भी।)\n[34s] AGENT: The price and all as well. (Price वगेरा भी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some background noise is present. The agent's last few words are faint.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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 complains about past service, acknowledge their frustration first before trying to solve the problem; this builds trust more effectively than questioning their experience.", "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 made a follow-up call where the customer immediately complained about not receiving responses to past inquiries. The customer then provided a large requirement for over 100 tons of 120mm material. The agent did not follow the pitch structure, failed to qualify the requirement fully, and ended the call by moving to WhatsApp to check for availability without a firm commitment.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello? Yes sir, good evening. This is Ganesh speaking from the JSW One platform.\", \"comment\": \"The agent greeted and identified himself, but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I just called for a follow-up, sir, to ask if you have any planning this month, any project or something going on for which you have a requirement...\", \"comment\": \"The agent used a generic follow-up opening instead of a supply-led hook with a specific price or availability benefit.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions; the customer interrupted the opening to state a requirement directly.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"120? ... Yes, 120 diameter by 10 meter.\", \"comment\": \"The agent did not capture the full requirement details (grade, location, delivery date) after the customer provided the initial spec.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am sending you a 'hi' on WhatsApp. I will check with your team, till then I will check with my team.\", \"comment\": \"The next step was to 'check with the team', which is not a committed action with an agreed turnaround time for a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer complains about past service, acknowledge their frustration first before trying to solve the problem; this builds trust more effectively than questioning their experience.\", \"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\": [], \"call_summary\": \"The agent made a follow-up call where the customer immediately complained about not receiving responses to past inquiries. The customer then provided a large requirement for over 100 tons of 120mm material. The agent did not follow the pitch structure, failed to qualify the requirement fully, and ended the call by moving to WhatsApp to check for availability without a firm commitment.\"}", "error": null, "latency_ms": 36595, "input_tokens": 3242, "output_tokens": 804, "created_at": "2026-09-25 10:54:30", "sentiment": "positive", "sentiment_score": 0.28, "sentiment_confidence": "high", "pos": 4, "neg": 1, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.618, "agent_talk_sec": 20.2, "customer_talk_sec": 12.5, "dead_air_sec": 55.3, "longest_monologue_sec": 7.4, "agent_wpm": 415.8, "interruptions": 0, "agent_turns": 9, "customer_turns": 7, "discovery_qs": 5, "words_agent": 140, "words_customer": 62, "monologue_heavy": 0, "turns": [ { "ucid": "21112178576185761", "idx": 0, "speaker": "agent", "start_s": 0.97, "end_s": 1.37, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178576185761", "idx": 1, "speaker": "customer", "start_s": 1.67, "end_s": 2.07, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178576185761", "idx": 2, "speaker": "agent", "start_s": 2.57, "end_s": 6.0, "text_en": "Hello? Yes sir, good evening. This is Ganesh speaking from the JSW One platform.", "text_native": "Hello? जी सर, good evening. गणेश बात कर रहा था JSW One platform से।" }, { "ucid": "21112178576185761", "idx": 3, "speaker": "customer", "start_s": 6.4, "end_s": 7.27, "text_en": "Yes sir, tell me.", "text_native": "हां जी सर, बताइए।" }, { "ucid": "21112178576185761", "idx": 4, "speaker": "agent", "start_s": 7.57, "end_s": 15.0, "text_en": "Yes. Actually sir, you had registered on our website under the name BB Metals. And maybe you had also shared an inquiry once or twice. So, I don't know if anything happened further or not. I just called for a follow-up, sir, to ask if you have any planning this month, any project or something going on for which you have a requirement...", "text_native": "जी। Actually सर आपने हमारे website में registration किया हुआ था, BB Metals के नाम से। और शायद एक दो बार आपने inquiry भी share किया था। So, I don't know, आगे कुछ हुआ की नहीं हुआ। बस एक follow up के लिए call किया था सर की अभी इस month में कोई planning, कुछ project वगेरा चल रहा है आपका जिसके लिए requirement..." }, { "ucid": "21112178576185761", "idx": 5, "speaker": "customer", "start_s": 15.2, "end_s": 19.0, "text_en": "Sir, we take material daily, but I have made an inquiry with you so many times, I don't get any response.", "text_native": "सर हम तो रोज़ ही material लेते हैं but आपका इतनी बार inquiry करी है, कोई response तो मिलता नहीं है।" }, { "ucid": "21112178576185761", "idx": 6, "speaker": "agent", "start_s": 19.2, "end_s": 20.0, "text_en": "You didn't get a response?", "text_native": "Response नहीं आया था आपको?" }, { "ucid": "21112178576185761", "idx": 7, "speaker": "customer", "start_s": 20.0, "end_s": 20.2, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178576185761", "idx": 8, "speaker": "agent", "start_s": 20.2, "end_s": 22.5, "text_en": "Until now, as I can see, an inquiry has been created for you twice here.", "text_native": "अभी तक, जैसे दो बार इसका मैं देख पा रहा हूं, दो बार तो inquiry आपके बनी है यहां पर।" }, { "ucid": "21112178576185761", "idx": 9, "speaker": "customer", "start_s": 22.5, "end_s": 27.0, "text_en": "Even now, you can tell me again, I need 120 mm, 2.5 by 10 material, five plates. This material will be over 100 tons.", "text_native": "अभी भी आप दोबारा बता दीजिए, मेरेको 120 mm का, 2.5, 10 का माल चाहिए मेरेको, पांच plate। 100 ton से ऊपर बैठेगा यह माल।" }, { "ucid": "21112178576185761", "idx": 10, "speaker": "agent", "start_s": 27.0, "end_s": 27.5, "text_en": "120?", "text_native": "120?" }, { "ucid": "21112178576185761", "idx": 11, "speaker": "customer", "start_s": 27.5, "end_s": 29.5, "text_en": "Yes, 120 diameter by 10 meter.", "text_native": "हां, 120 diameter by 10 meter." }, { "ucid": "21112178576185761", "idx": 12, "speaker": "agent", "start_s": 29.5, "end_s": 32.8, "text_en": "Will you WhatsApp me once, sir? I am sending you a 'hi' on WhatsApp. I will check with your team, till then I will check with my team.", "text_native": "एक बार मेरेको मेरेको WhatsApp करेंगे सर? मैं आपको WhatsApp पे hi भेज रहा हूं। मैं आपकी टीम से, तब तक मैं टीम से check कर लेता हूं।" }, { "ucid": "21112178576185761", "idx": 13, "speaker": "customer", "start_s": 32.8, "end_s": 33.5, "text_en": "Yes, please send it.", "text_native": "हां जी, भेज दीजिए।" }, { "ucid": "21112178576185761", "idx": 14, "speaker": "agent", "start_s": 33.5, "end_s": 34.2, "text_en": "The price and all as well.", "text_native": "Price वगेरा भी।" }, { "ucid": "21112178576185761", "idx": 15, "speaker": "agent", "start_s": 34.2, "end_s": 35.5, "text_en": "The price and all as well.", "text_native": "Price वगेरा भी।" } ], "steps": [ { "ucid": "21112178576185761", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello? Yes sir, good evening. This is Ganesh speaking from the JSW One platform.", "comment": "The agent greeted and identified himself, but did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178576185761", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I just called for a follow-up, sir, to ask if you have any planning this month, any project or something going on for which you have a requirement...", "comment": "The agent used a generic follow-up opening instead of a supply-led hook with a specific price or availability benefit." }, { "ucid": "21112178576185761", "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; the customer interrupted the opening to state a requirement directly." }, { "ucid": "21112178576185761", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was performed, and consequently no USPs were pitched." }, { "ucid": "21112178576185761", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "120? ... Yes, 120 diameter by 10 meter.", "comment": "The agent did not capture the full requirement details (grade, location, delivery date) after the customer provided the initial spec." }, { "ucid": "21112178576185761", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I am sending you a 'hi' on WhatsApp. I will check with your team, till then I will check with my team.", "comment": "The next step was to 'check with the team', which is not a committed action with an agreed turnaround time for a quote." } ], "objections": [], "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": [] }