{ "ucid": "21112178582874691", "call_date": "2026-08-04", "start_time": "1899-12-30 13:02:26", "end_time": "1899-12-30 13:03:43", "duration_sec": 77, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0160577cb8b2a18e579d435921d5a426.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 142, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178582874691__DIA0160577cb8b2a18e579d435921d5a426.mp3", "audio_bytes": 189432, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 63.144, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Hello? (हेलो?)\n[2s] CUSTOMER: Yes. (हां जी।)\n[3s] AGENT: Yes sir. I am Kartik speaking from JSW One. (हां जी सर। मैं कार्तिक के बात कर रहा था JSW One से।)\n[6s] CUSTOMER: Hmm. (हम्म।)\n[6s] AGENT: Sir, in Gupta Steel Traders, will you have any requirement for steel right now? (सर अभी गुप्ता स्टील ट्रेडर्स में अभी कुछ रिक्वायरमेंट होगा आपका सर स्टील में?)\n[10s] CUSTOMER: It's just that your rate is much higher than the market. We have requirements daily. (बस आपका मार्केट से ना बहुत ज्यादा रेट रहता है। रिक्वायरमेंट तो हमारी रोज ही रहती है।)\n[14s] AGENT: Yes. (हां।)\n[14s] AGENT: So right now, for example sir, our HR is going for fifty-six thousand five hundred. So is it available for less in the market? (तो अभी जैसे सर अपना HR में छप्पन पांच सौ चल रहा है। तो मार्केट में कम में मिल रहा है?)\n[18s] CUSTOMER: You tell me, do you have anything available and what is the best rate you can do, delivered to Faridabad? (आप बताओ आपके पास अवेलेबल है कुछ और क्या बेस्ट रेट कर सकते हो फरीदाबाद पहुंच?)\n[22s] AGENT: It is available. So sir, look, our coil rate is fifty-six thousand five hundred. On that, I can give you a cashback of one thousand, right? So this will be my best. You will get the coil for fifty-six thousand two hundred and fifty. Ex-Ghaziabad. (अवेलेबल तो है। तो सर देखो अपना कॉइल का छप्पन पांच सौ रेट है। उसपे मैं आपको एक हजार का कैशबैक दे सकता हूं, है ना? तो ये मेरा बेस्ट ही होगा। छप्पन दो सौ पचास में कॉइल मिल जाएगी आपको। एक्स गाजियाबाद।)\n[30s] CUSTOMER: No, my work is in Faridabad, right? (नहीं, मेरा तो फरीदाबाद है ना काम।)\n[31s] AGENT: Yes, you need it in Faridabad. (हां जी, फरीदाबाद में चाहिए।)\n[32s] CUSTOMER: I have nothing to do with Ghaziabad. Everything is in Faridabad. (मेरा गाजियाबाद से कोई मतलब नहीं ना। फरीदाबाद है सब कुछ।)\n[35s] AGENT: Hmm hmm. Understood. (हम्म हम्म। समझ गया।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: The agent's price calculation (56500 rate with 1000 cashback resulting in 56250) seems incorrect, but is transcribed as spoken.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "You must follow the pitch structure; after the opener, perform discovery to understand the customer's needs before you start discussing specific prices or delivery terms.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a steel trader, immediately raised an objection about JSW's high prices. The agent skipped discovery and attempted to negotiate price, but the conversation stalled when he offered an ex-Ghaziabad price to a customer who required a delivered price in Faridabad. The call ended without any resolution or next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir. I am Kartik speaking from JSW One. Sir, in Gupta Steel Traders, will you have any requirement for steel right now?\", \"comment\": \"Agent identified himself and the customer's company but failed to ask for permission to speak, jumping directly into a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook, instead opening with a question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, material usage, or procurement process.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was conducted to understand the customer's needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"will you have any requirement for steel right now?\", \"comment\": \"Agent asked about a requirement but failed to capture any specific details like grade, thickness, quantity, or delivery date.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a committed next step; no quote was offered and no callback was scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; after the opener, perform discovery to understand the customer's needs before you start discussing specific prices or delivery terms.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"It's just that your rate is much higher than the market.\", \"response\": \"So right now, for example sir, our HR is going for fifty-six thousand five hundred. So is it available for less in the market?\"}], \"call_summary\": \"The customer, a steel trader, immediately raised an objection about JSW's high prices. The agent skipped discovery and attempted to negotiate price, but the conversation stalled when he offered an ex-Ghaziabad price to a customer who required a delivered price in Faridabad. The call ended without any resolution or next steps.\"}", "error": null, "latency_ms": 31081, "input_tokens": 3126, "output_tokens": 814, "created_at": "2026-09-25 10:53:24", "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": 0.619, "agent_talk_sec": 19.7, "customer_talk_sec": 12.1, "dead_air_sec": 45.2, "longest_monologue_sec": 7.0, "agent_wpm": 325.9, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 4, "words_agent": 107, "words_customer": 56, "monologue_heavy": 0, "turns": [ { "ucid": "21112178582874691", "idx": 0, "speaker": "customer", "start_s": 0.17, "end_s": 0.67, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178582874691", "idx": 1, "speaker": "agent", "start_s": 0.89, "end_s": 1.3, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178582874691", "idx": 2, "speaker": "customer", "start_s": 1.77, "end_s": 2.24, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178582874691", "idx": 3, "speaker": "agent", "start_s": 2.56, "end_s": 5.23, "text_en": "Yes sir. I am Kartik speaking from JSW One.", "text_native": "हां जी सर। मैं कार्तिक के बात कर रहा था JSW One से।" }, { "ucid": "21112178582874691", "idx": 4, "speaker": "customer", "start_s": 5.63, "end_s": 6.0, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178582874691", "idx": 5, "speaker": "agent", "start_s": 6.26, "end_s": 9.56, "text_en": "Sir, in Gupta Steel Traders, will you have any requirement for steel right now?", "text_native": "सर अभी गुप्ता स्टील ट्रेडर्स में अभी कुछ रिक्वायरमेंट होगा आपका सर स्टील में?" }, { "ucid": "21112178582874691", "idx": 6, "speaker": "customer", "start_s": 10.0, "end_s": 13.23, "text_en": "It's just that your rate is much higher than the market. We have requirements daily.", "text_native": "बस आपका मार्केट से ना बहुत ज्यादा रेट रहता है। रिक्वायरमेंट तो हमारी रोज ही रहती है।" }, { "ucid": "21112178582874691", "idx": 7, "speaker": "agent", "start_s": 13.6, "end_s": 13.93, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178582874691", "idx": 8, "speaker": "agent", "start_s": 14.5, "end_s": 17.93, "text_en": "So right now, for example sir, our HR is going for fifty-six thousand five hundred. So is it available for less in the market?", "text_native": "तो अभी जैसे सर अपना HR में छप्पन पांच सौ चल रहा है। तो मार्केट में कम में मिल रहा है?" }, { "ucid": "21112178582874691", "idx": 9, "speaker": "customer", "start_s": 18.5, "end_s": 22.23, "text_en": "You tell me, do you have anything available and what is the best rate you can do, delivered to Faridabad?", "text_native": "आप बताओ आपके पास अवेलेबल है कुछ और क्या बेस्ट रेट कर सकते हो फरीदाबाद पहुंच?" }, { "ucid": "21112178582874691", "idx": 10, "speaker": "agent", "start_s": 22.23, "end_s": 29.23, "text_en": "It is available. So sir, look, our coil rate is fifty-six thousand five hundred. On that, I can give you a cashback of one thousand, right? So this will be my best. You will get the coil for fifty-six thousand two hundred and fifty. Ex-Ghaziabad.", "text_native": "अवेलेबल तो है। तो सर देखो अपना कॉइल का छप्पन पांच सौ रेट है। उसपे मैं आपको एक हजार का कैशबैक दे सकता हूं, है ना? तो ये मेरा बेस्ट ही होगा। छप्पन दो सौ पचास में कॉइल मिल जाएगी आपको। एक्स गाजियाबाद।" }, { "ucid": "21112178582874691", "idx": 11, "speaker": "customer", "start_s": 29.55, "end_s": 30.93, "text_en": "No, my work is in Faridabad, right?", "text_native": "नहीं, मेरा तो फरीदाबाद है ना काम।" }, { "ucid": "21112178582874691", "idx": 12, "speaker": "agent", "start_s": 30.93, "end_s": 32.23, "text_en": "Yes, you need it in Faridabad.", "text_native": "हां जी, फरीदाबाद में चाहिए।" }, { "ucid": "21112178582874691", "idx": 13, "speaker": "customer", "start_s": 32.5, "end_s": 34.93, "text_en": "I have nothing to do with Ghaziabad. Everything is in Faridabad.", "text_native": "मेरा गाजियाबाद से कोई मतलब नहीं ना। फरीदाबाद है सब कुछ।" }, { "ucid": "21112178582874691", "idx": 14, "speaker": "agent", "start_s": 35.23, "end_s": 36.53, "text_en": "Hmm hmm. Understood.", "text_native": "हम्म हम्म। समझ गया।" } ], "steps": [ { "ucid": "21112178582874691", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes sir. I am Kartik speaking from JSW One. Sir, in Gupta Steel Traders, will you have any requirement for steel right now?", "comment": "Agent identified himself and the customer's company but failed to ask for permission to speak, jumping directly into a requirement question." }, { "ucid": "21112178582874691", "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 deliver a supply or price hook, instead opening with a question about requirements." }, { "ucid": "21112178582874691", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero discovery questions about the customer's business, material usage, or procurement process." }, { "ucid": "21112178582874691", "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 because no discovery was conducted to understand the customer's needs." }, { "ucid": "21112178582874691", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "will you have any requirement for steel right now?", "comment": "Agent asked about a requirement but failed to capture any specific details like grade, thickness, quantity, or delivery date." }, { "ucid": "21112178582874691", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without a committed next step; no quote was offered and no callback was scheduled." } ], "objections": [ { "ucid": "21112178582874691", "obj_type": "price", "state": "mishandled", "evidence": "It's just that your rate is much higher than the market.", "response": "So right now, for example sir, our HR is going for fifty-six thousand five hundred. So is it available for less in the market?" } ], "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": [] }