{ "ucid": "21112178582457821", "call_date": "2026-08-04", "start_time": "1899-12-30 11:52:58", "end_time": "1899-12-30 11:54:05", "duration_sec": 67, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0898034f36fba241f72c7f15458275ae.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 123, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178582457821__DIA0898034f36fba241f72c7f15458275ae.mp3", "audio_bytes": 132408, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 44.136, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello (હેલો)\n[2s] AGENT: Saraswat Engineering Machinery? (સારસ્વત એન્જીનિયરિંગ મશીનરી?)\n[4s] CUSTOMER: Yes. (હા.)\n[4s] AGENT: Anjal saheb, I am speaking from JSW One, Jindal Steel Works Mumbai. (અંજલ સાહેબ, JSW One થી વાત કરું છું, જીંદાલ સ્ટીલ વર્ક્સ મુંબઈ.)\n[7s] CUSTOMER: Yes, tell me. (હાજી, બોલો.)\n[9s] AGENT: Sir, I had called so as to ask if you are planning anything in HR for this month, in HR HRPO for purchase now? If any indent has been opened? (સાહેબજી મેં કોલ કરેલો so as to ask આ મંથ માટે કઈ HR માં પ્લાનિંગ કરો છો તમે HR HRPO માં પરચેસની હવે? કોઈ ઇન્ડેન્ટ ઓપન થયો હશે તો?)\n[14s] CUSTOMER: Yes. (હા.)\n[16s] CUSTOMER: Yes, we are in the planning stage. (હા, અમે પ્લાનિંગ સ્ટેજમાં છીએ.)\n[18s] AGENT: Okay. And tentatively sir, what will it be, or by when can I get an update on that? (ઓકે. અને ટેન્ટેટિવલી સાહેબ શું રહેશે એમાં કે ક્યાર સુધી મળી શકશે મને અપડેટ એના ઉપર?)\n[22s] CUSTOMER: Hmm, okay, I will message you on this number. (હમમ, ચાલોને હું તમને મેસેજ કરું આ નંબર ઉપર.)\n[24s] AGENT: Okay. I will give you one, no, don't do it on this number, this is the company's. I am calling you from my personal number, you can put it on that for me. (ચાલોને. હું તમને એક, ના આ નંબર પર નઈ કરતા, આ તો કંપનીનો છે. હું મારા પર્સનલ નંબરથી તમને કોલ કરું છું, તમે એના ઉપર નાખી દેજો મને.)\n[30s] CUSTOMER: Okay. (ઓકે.)\n[30s] AGENT: Yeah. (યા.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: Some minor background noise is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer confirms they have a requirement, you must immediately move to discovery questions (quantity, grade, location) before discussing next steps; never arrange follow-ups on a personal number.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted Saraswat Engineering Machinery and spoke with Anjal. The customer confirmed they are in the planning stage for an HR/HRPO purchase. However, the agent failed to conduct any discovery and ended the call by arranging an untracked follow-up on his personal number.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Anjal saheb, I am speaking from JSW One, Jindal Steel Works Mumbai.\", \"comment\": \"Agent successfully greeted, used the customer's name, and identified JSW One.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I had called so as to ask if you are planning anything in HR for this month, in HR HRPO for purchase now?\", \"comment\": \"Agent used a direct supply-led hook to check for current demand, which is appropriate for this pitch type.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six required discovery questions after the customer confirmed a need.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, we are in the planning stage.\", \"comment\": \"Agent confirmed a requirement exists but failed to capture any specific details like grade, quantity, or dimensions.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am calling you from my personal number, you can put it on that for me.\", \"comment\": \"The agent arranged an untrackable follow-up on a personal number, which is not a valid business next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer confirms they have a requirement, you must immediately move to discovery questions (quantity, grade, location) before discussing next steps; never arrange follow-ups on a personal number.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted Saraswat Engineering Machinery and spoke with Anjal. The customer confirmed they are in the planning stage for an HR/HRPO purchase. However, the agent failed to conduct any discovery and ended the call by arranging an untracked follow-up on his personal number.\"}", "error": null, "latency_ms": 34701, "input_tokens": 3052, "output_tokens": 756, "created_at": "2026-09-25 10:51:48", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.73, "agent_talk_sec": 17.8, "customer_talk_sec": 6.6, "dead_air_sec": 42.6, "longest_monologue_sec": 4.9, "agent_wpm": 327.0, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 4, "words_agent": 97, "words_customer": 23, "monologue_heavy": 1, "turns": [ { "ucid": "21112178582457821", "idx": 0, "speaker": "customer", "start_s": 0.38, "end_s": 0.91, "text_en": "Hello", "text_native": "હેલો" }, { "ucid": "21112178582457821", "idx": 1, "speaker": "agent", "start_s": 1.63, "end_s": 3.28, "text_en": "Saraswat Engineering Machinery?", "text_native": "સારસ્વત એન્જીનિયરિંગ મશીનરી?" }, { "ucid": "21112178582457821", "idx": 2, "speaker": "customer", "start_s": 3.73, "end_s": 4.0, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178582457821", "idx": 3, "speaker": "agent", "start_s": 4.49, "end_s": 7.1, "text_en": "Anjal saheb, I am speaking from JSW One, Jindal Steel Works Mumbai.", "text_native": "અંજલ સાહેબ, JSW One થી વાત કરું છું, જીંદાલ સ્ટીલ વર્ક્સ મુંબઈ." }, { "ucid": "21112178582457821", "idx": 4, "speaker": "customer", "start_s": 7.4, "end_s": 8.2, "text_en": "Yes, tell me.", "text_native": "હાજી, બોલો." }, { "ucid": "21112178582457821", "idx": 5, "speaker": "agent", "start_s": 8.59, "end_s": 13.4, "text_en": "Sir, I had called so as to ask if you are planning anything in HR for this month, in HR HRPO for purchase now? If any indent has been opened?", "text_native": "સાહેબજી મેં કોલ કરેલો so as to ask આ મંથ માટે કઈ HR માં પ્લાનિંગ કરો છો તમે HR HRPO માં પરચેસની હવે? કોઈ ઇન્ડેન્ટ ઓપન થયો હશે તો?" }, { "ucid": "21112178582457821", "idx": 6, "speaker": "customer", "start_s": 14.0, "end_s": 14.21, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178582457821", "idx": 7, "speaker": "customer", "start_s": 15.7, "end_s": 17.6, "text_en": "Yes, we are in the planning stage.", "text_native": "હા, અમે પ્લાનિંગ સ્ટેજમાં છીએ." }, { "ucid": "21112178582457821", "idx": 8, "speaker": "agent", "start_s": 18.1, "end_s": 21.6, "text_en": "Okay. And tentatively sir, what will it be, or by when can I get an update on that?", "text_native": "ઓકે. અને ટેન્ટેટિવલી સાહેબ શું રહેશે એમાં કે ક્યાર સુધી મળી શકશે મને અપડેટ એના ઉપર?" }, { "ucid": "21112178582457821", "idx": 9, "speaker": "customer", "start_s": 21.8, "end_s": 24.2, "text_en": "Hmm, okay, I will message you on this number.", "text_native": "હમમ, ચાલોને હું તમને મેસેજ કરું આ નંબર ઉપર." }, { "ucid": "21112178582457821", "idx": 10, "speaker": "agent", "start_s": 24.2, "end_s": 29.1, "text_en": "Okay. I will give you one, no, don't do it on this number, this is the company's. I am calling you from my personal number, you can put it on that for me.", "text_native": "ચાલોને. હું તમને એક, ના આ નંબર પર નઈ કરતા, આ તો કંપનીનો છે. હું મારા પર્સનલ નંબરથી તમને કોલ કરું છું, તમે એના ઉપર નાખી દેજો મને." }, { "ucid": "21112178582457821", "idx": 11, "speaker": "customer", "start_s": 29.5, "end_s": 30.0, "text_en": "Okay.", "text_native": "ઓકે." }, { "ucid": "21112178582457821", "idx": 12, "speaker": "agent", "start_s": 30.3, "end_s": 30.6, "text_en": "Yeah.", "text_native": "યા." } ], "steps": [ { "ucid": "21112178582457821", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Anjal saheb, I am speaking from JSW One, Jindal Steel Works Mumbai.", "comment": "Agent successfully greeted, used the customer's name, and identified JSW One." }, { "ucid": "21112178582457821", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, I had called so as to ask if you are planning anything in HR for this month, in HR HRPO for purchase now?", "comment": "Agent used a direct supply-led hook to check for current demand, which is appropriate for this pitch type." }, { "ucid": "21112178582457821", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any of the six required discovery questions after the customer confirmed a need." }, { "ucid": "21112178582457821", "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 done, and consequently, no USPs were pitched." }, { "ucid": "21112178582457821", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, we are in the planning stage.", "comment": "Agent confirmed a requirement exists but failed to capture any specific details like grade, quantity, or dimensions." }, { "ucid": "21112178582457821", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I am calling you from my personal number, you can put it on that for me.", "comment": "The agent arranged an untrackable follow-up on a personal number, which is not a valid business next step." } ], "objections": [], "missed_steps": [ "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }