{ "ucid": "21112178583515951", "call_date": "2026-08-04", "start_time": "1899-12-30 14:49:19", "end_time": "1899-12-30 14:51:28", "duration_sec": 129, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA750692023d1d7e0281fd174337774a7d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 188, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178583515951__DIA750692023d1d7e0281fd174337774a7d.mp3", "audio_bytes": 324648, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 108.216, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] AGENT: Hello, is Abhishek ji speaking? (Hello, Abhishek ji vaat kare chhe?)\n[3s] CUSTOMER: Who? (Kaun?)\n[4s] AGENT: Abhishek bhai, hi, good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai. (Abhishek bhai, hi, good afternoon. Hu Ankit Mistry vaat karu chhu, JSW Steel thi, Mumbai.)\n[7s] CUSTOMER: Speak. (Boliye.)\n[8s] AGENT: Abhishek bhai, if you remember, we had spoken three or four months ago where you had registered your business which is ARS International Limited. So as the month has now changed, are you looking for any requirement in HR or in second grades, or to get it? (Abhishek bhai, if you remember, apna baat hua tha teen char mahine pehle jahan pe aapne aapka jo business tha which is ARS International Limited, woh account aapne registration kara tha. Toh jaise abhi apna month change hua hai, toh aap kuch requirement mein dekh rahe ho HR mein ya second grades mein, ya milne ke liye?)\n[17s] CUSTOMER: That has advance payment, right sir, that's why I face a bit of a problem. (Usme advance payment hai na sir, iske liye mere ko dikkat ho jaati hai thoda.)\n[20s] AGENT: Okay, but sir, the thing is that here, suppose you have to place the first two orders, after that from the third order, we will also give you credit etc. from our end. (Achcha, but sir kaisa hai na ki hamare yahan pe pehle suppose jo do order hi karne hai uske baad teesre order se humko bhi denge credit wagera hamare end se.)\n[25s] CUSTOMER: What sir? (Kya sir?)\n[25s] AGENT: In the system, we will have to place only two orders in advance, after that from the third order, we will also give you a credit line from our end. (System mein abhi humein sirf do order jo hai na advance mein karne padenge, uske baad teesre order se aapko humne aapko credit line bhi denge hamare end se.)\n[30s] CUSTOMER: No no, what is its process etc., what is its rate of interest etc., tell me all that, then we'll see. How much it will be, or not, he hadn't confirmed that. (Nahi nahi, uska process wagera kya hai, uska rate of interest wagera kya hai, woh sab bataiyega tab toh. Usme kitna rahega, nahi rahega, woh ye confirm nahi bola tha.)\n[36s] AGENT: See, in that, bank guarantee, we have the option of bank guarantee available, LC option is available, trade AR is there, and we have our tie-up with Tata Capital. So in that, I guess it varies between some 10% to 14% for all these instruments. (Dekhiye, usme bank guarantee, hamare paas bank guarantee ka option available hai, LC ka option available hai, trade AR hai, aur Tata Capital ke saath humara tie-up hai humara. Toh usme I guess kuch 10% se 14% ke beech mein sab ye instruments ka vary karta hai.)\n[43s] CUSTOMER: Okay, it varies between 10 and 14. (Achcha, 10 se 14 ke beech mein vary karta hai.)\n[45s] AGENT: Yes, yes. (Haan, haan.)\n[46s] CUSTOMER: Okay.\n[46s] AGENT: Depending on which instrument you select, on that basis my credit team will then tell you everything, what is what and what is not. And in that, our tenure is 30 days, 45 days, 60 days, in these three tenures of ours, this range varies. (Depending on kaunsa instrument select karte ho, us basis pe fir aapko meri credit team aapko sab bata degi kya hai, kya nahi. And uske andar humara jo tenure humara hota hai, woh 30 days, 45 days, 60 days, ye teen humare tenures mein hum log ye range vary karta hai.)\n[54s] CUSTOMER: Okay.\n[55s] AGENT: Yes.\n[56s] AGENT: So are you looking for something at present, do you have any requirement to get it? (Toh kuch dekh rahe ho abhi at present milne ka kuch aapka hai requirement?)\n[59s] CUSTOMER: I'll check with the purchase guys once, line it up, only after that I'll tell you. (Main ek baar purchase walon se dekh leta hoon, line up kar leta hoon, uske baad hi batata hoon aapko.)\n[102s] AGENT: Okay.\n[102s] AGENT: Sure, sure. No problem. Actually, let me know later. (Sure, sure. No problem. Actually, mujhe bataiyega aage.)\n[105s] CUSTOMER: Okay, okay.\n[105s] AGENT: Thank you.", "language": "Hindi", "languages": "[\"Gujarati\", \"Hindi\", \"English\"]", "turn_count": 25, "connected": 1, "audio_notes": "noisy: A loud bang occurs during the customer's turn around 30 seconds. Some parts of the customer's speech are faint and muffled.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "25 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": 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": "When a customer raises an early objection, acknowledge it and promise to return to it, but regain control to complete discovery before getting into a deep discussion on one topic.", "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 agent reconnected with a past lead. The customer immediately raised an objection regarding advance payment. The agent correctly explained the credit policy (credit is available after two advance orders) and detailed the financing options. The customer deferred, stating they would check with their purchase team, and the call ended without a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Abhishek bhai, hi, good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai.\", \"comment\": \"The agent identified himself and the company but did not ask for permission to speak or if it was a good time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: ...as the month has now changed, are you looking for any requirement in HR or in second grades, or to get it?\", \"comment\": \"The agent did not lead with a supply or price benefit hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was immediately diverted by the customer's credit objection.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the agent never completed discovery to understand the customer's needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: So are you looking for something at present, do you have any requirement to get it?\", \"comment\": \"The agent successfully asked if a current requirement exists, although the customer deflected the question.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Sure, sure. No problem. Actually, mujhe bataiyega aage.\", \"comment\": \"The call ended vaguely with the agent asking the customer to 'let him know', with no specific callback date or action committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises an early objection, acknowledge it and promise to return to it, but regain control to complete discovery before getting into a deep discussion on one topic.\", \"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\": \"credit\", \"state\": \"handled\", \"evidence\": \"CUSTOMER: That has advance payment, right sir, that's why I face a bit of a problem.\", \"response\": \"AGENT: In the system, we will have to place only two orders in advance, after that from the third order, we will also give you a credit line from our end.\"}], \"call_summary\": \"The agent reconnected with a past lead. The customer immediately raised an objection regarding advance payment. The agent correctly explained the credit policy (credit is available after two advance orders) and detailed the financing options. The customer deferred, stating they would check with their purchase team, and the call ended without a firm next step.\"}", "error": null, "latency_ms": 29453, "input_tokens": 3743, "output_tokens": 881, "created_at": "2026-09-25 10:57:15", "sentiment": "neutral", "sentiment_score": 0.1, "sentiment_confidence": "high", "pos": 4, "neg": 3, "lex_hits": 13, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.436, "agent_talk_sec": 43.4, "customer_talk_sec": 56.2, "dead_air_sec": 29.4, "longest_monologue_sec": 7.9, "agent_wpm": 348.4, "interruptions": 0, "agent_turns": 14, "customer_turns": 11, "discovery_qs": 3, "words_agent": 252, "words_customer": 79, "monologue_heavy": 0, "turns": [ { "ucid": "21112178583515951", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.81, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178583515951", "idx": 1, "speaker": "agent", "start_s": 1.3, "end_s": 1.67, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178583515951", "idx": 2, "speaker": "agent", "start_s": 1.8, "end_s": 2.89, "text_en": "Hello, is Abhishek ji speaking?", "text_native": "Hello, Abhishek ji vaat kare chhe?" }, { "ucid": "21112178583515951", "idx": 3, "speaker": "customer", "start_s": 3.2, "end_s": 3.51, "text_en": "Who?", "text_native": "Kaun?" }, { "ucid": "21112178583515951", "idx": 4, "speaker": "agent", "start_s": 3.9, "end_s": 7.04, "text_en": "Abhishek bhai, hi, good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai.", "text_native": "Abhishek bhai, hi, good afternoon. Hu Ankit Mistry vaat karu chhu, JSW Steel thi, Mumbai." }, { "ucid": "21112178583515951", "idx": 5, "speaker": "customer", "start_s": 7.41, "end_s": 7.81, "text_en": "Speak.", "text_native": "Boliye." }, { "ucid": "21112178583515951", "idx": 6, "speaker": "agent", "start_s": 8.18, "end_s": 16.08, "text_en": "Abhishek bhai, if you remember, we had spoken three or four months ago where you had registered your business which is ARS International Limited. So as the month has now changed, are you looking for any requirement in HR or in second grades, or to get it?", "text_native": "Abhishek bhai, if you remember, apna baat hua tha teen char mahine pehle jahan pe aapne aapka jo business tha which is ARS International Limited, woh account aapne registration kara tha. Toh jaise abhi apna month change hua hai, toh aap kuch requirement mein dekh rahe ho HR mein ya second grades mein, ya milne ke liye?" }, { "ucid": "21112178583515951", "idx": 7, "speaker": "customer", "start_s": 16.56, "end_s": 19.5, "text_en": "That has advance payment, right sir, that's why I face a bit of a problem.", "text_native": "Usme advance payment hai na sir, iske liye mere ko dikkat ho jaati hai thoda." }, { "ucid": "21112178583515951", "idx": 8, "speaker": "agent", "start_s": 19.8, "end_s": 24.5, "text_en": "Okay, but sir, the thing is that here, suppose you have to place the first two orders, after that from the third order, we will also give you credit etc. from our end.", "text_native": "Achcha, but sir kaisa hai na ki hamare yahan pe pehle suppose jo do order hi karne hai uske baad teesre order se humko bhi denge credit wagera hamare end se." }, { "ucid": "21112178583515951", "idx": 9, "speaker": "customer", "start_s": 24.6, "end_s": 25.07, "text_en": "What sir?", "text_native": "Kya sir?" }, { "ucid": "21112178583515951", "idx": 10, "speaker": "agent", "start_s": 25.2, "end_s": 29.8, "text_en": "In the system, we will have to place only two orders in advance, after that from the third order, we will also give you a credit line from our end.", "text_native": "System mein abhi humein sirf do order jo hai na advance mein karne padenge, uske baad teesre order se aapko humne aapko credit line bhi denge hamare end se." }, { "ucid": "21112178583515951", "idx": 11, "speaker": "customer", "start_s": 30.5, "end_s": 35.5, "text_en": "No no, what is its process etc., what is its rate of interest etc., tell me all that, then we'll see. How much it will be, or not, he hadn't confirmed that.", "text_native": "Nahi nahi, uska process wagera kya hai, uska rate of interest wagera kya hai, woh sab bataiyega tab toh. Usme kitna rahega, nahi rahega, woh ye confirm nahi bola tha." }, { "ucid": "21112178583515951", "idx": 12, "speaker": "agent", "start_s": 35.6, "end_s": 43.0, "text_en": "See, in that, bank guarantee, we have the option of bank guarantee available, LC option is available, trade AR is there, and we have our tie-up with Tata Capital. So in that, I guess it varies between some 10% to 14% for all these instruments.", "text_native": "Dekhiye, usme bank guarantee, hamare paas bank guarantee ka option available hai, LC ka option available hai, trade AR hai, aur Tata Capital ke saath humara tie-up hai humara. Toh usme I guess kuch 10% se 14% ke beech mein sab ye instruments ka vary karta hai." }, { "ucid": "21112178583515951", "idx": 13, "speaker": "customer", "start_s": 43.3, "end_s": 45.0, "text_en": "Okay, it varies between 10 and 14.", "text_native": "Achcha, 10 se 14 ke beech mein vary karta hai." }, { "ucid": "21112178583515951", "idx": 14, "speaker": "agent", "start_s": 45.1, "end_s": 45.6, "text_en": "Yes, yes.", "text_native": "Haan, haan." }, { "ucid": "21112178583515951", "idx": 15, "speaker": "customer", "start_s": 45.7, "end_s": 46.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178583515951", "idx": 16, "speaker": "agent", "start_s": 46.3, "end_s": 54.0, "text_en": "Depending on which instrument you select, on that basis my credit team will then tell you everything, what is what and what is not. And in that, our tenure is 30 days, 45 days, 60 days, in these three tenures of ours, this range varies.", "text_native": "Depending on kaunsa instrument select karte ho, us basis pe fir aapko meri credit team aapko sab bata degi kya hai, kya nahi. And uske andar humara jo tenure humara hota hai, woh 30 days, 45 days, 60 days, ye teen humare tenures mein hum log ye range vary karta hai." }, { "ucid": "21112178583515951", "idx": 17, "speaker": "customer", "start_s": 54.1, "end_s": 54.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178583515951", "idx": 18, "speaker": "agent", "start_s": 54.8, "end_s": 55.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178583515951", "idx": 19, "speaker": "agent", "start_s": 56.0, "end_s": 58.5, "text_en": "So are you looking for something at present, do you have any requirement to get it?", "text_native": "Toh kuch dekh rahe ho abhi at present milne ka kuch aapka hai requirement?" }, { "ucid": "21112178583515951", "idx": 20, "speaker": "customer", "start_s": 58.6, "end_s": 101.8, "text_en": "I'll check with the purchase guys once, line it up, only after that I'll tell you.", "text_native": "Main ek baar purchase walon se dekh leta hoon, line up kar leta hoon, uske baad hi batata hoon aapko." }, { "ucid": "21112178583515951", "idx": 21, "speaker": "agent", "start_s": 101.9, "end_s": 102.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178583515951", "idx": 22, "speaker": "agent", "start_s": 102.4, "end_s": 104.5, "text_en": "Sure, sure. No problem. Actually, let me know later.", "text_native": "Sure, sure. No problem. Actually, mujhe bataiyega aage." }, { "ucid": "21112178583515951", "idx": 23, "speaker": "customer", "start_s": 104.6, "end_s": 105.3, "text_en": "Okay, okay.", "text_native": "Okay, okay." }, { "ucid": "21112178583515951", "idx": 24, "speaker": "agent", "start_s": 105.4, "end_s": 106.0, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178583515951", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Abhishek bhai, hi, good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai.", "comment": "The agent identified himself and the company but did not ask for permission to speak or if it was a good time." }, { "ucid": "21112178583515951", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: ...as the month has now changed, are you looking for any requirement in HR or in second grades, or to get it?", "comment": "The agent did not lead with a supply or price benefit hook, instead jumping directly to asking for requirements." }, { "ucid": "21112178583515951", "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; the conversation was immediately diverted by the customer's credit objection." }, { "ucid": "21112178583515951", "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 agent never completed discovery to understand the customer's needs." }, { "ucid": "21112178583515951", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: So are you looking for something at present, do you have any requirement to get it?", "comment": "The agent successfully asked if a current requirement exists, although the customer deflected the question." }, { "ucid": "21112178583515951", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Sure, sure. No problem. Actually, mujhe bataiyega aage.", "comment": "The call ended vaguely with the agent asking the customer to 'let him know', with no specific callback date or action committed." } ], "objections": [ { "ucid": "21112178583515951", "obj_type": "credit", "state": "handled", "evidence": "CUSTOMER: That has advance payment, right sir, that's why I face a bit of a problem.", "response": "AGENT: In the system, we will have to place only two orders in advance, after that from the third order, we will also give you a credit line from our end." } ], "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": [] }