{ "ucid": "21112178584221831", "call_date": "2026-08-04", "start_time": "1899-12-30 16:46:58", "end_time": "1899-12-30 16:48:10", "duration_sec": 72, "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/DIAc039c16f99cc2ca6a51fcbc119eaa147.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 133, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178584221831__DIAc039c16f99cc2ca6a51fcbc119eaa147.mp3", "audio_bytes": 158760, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 52.92, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[1s] AGENT: Hello sir.\n[2s] CUSTOMER: Yes.\n[2s] AGENT: Uh, this is Abhishek calling from JSW One.\n[5s] CUSTOMER: Yeah.\n[6s] AGENT: Sir, I'm talking from JSW. You know Universal Steel Trading. You have any steel requirements at the end?\n[11s] CUSTOMER: I have, but then I haven't gotten your, where are you calling from exactly?\n[15s] AGENT: I am talking from sir JSW One, Mumbai office.\n[17s] CUSTOMER: Ah, fine. I've tried inquiring with you guys two to three times. The the price wasn't comp- wasn't, didn't work out for me. So it's fine. And plus MOQ. So it's fine. If I do have something, I will get in touch with you guys, all right?\n[27s] AGENT: Okay. Sure, sure. I'll drop you a text. We'll connect with you.\n[29s] CUSTOMER: All right.\n[30s] AGENT: Thank you sir.", "language": "English", "languages": "[\"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: There is some minor crosstalk in the beginning but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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": "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 a past objection like price or MOQ, acknowledge it and pivot to what's different now instead of immediately ending the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer from a trading company who had prior negative experiences with JSW One. The customer immediately brought up past issues with price and MOQ to shut down the conversation. The agent did not attempt to handle these objections and agreed to end the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, this is Abhishek calling from JSW One.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You have any steel requirements at the end?\", \"comment\": \"Agent did not lead with a supply or price hook, instead asking directly for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately raised past objections and ended the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You have any steel requirements at the end?\", \"comment\": \"Agent successfully asked if a current requirement exists, even though the customer deflected.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll drop you a text. We'll connect with you.\", \"comment\": \"The next step was a vague promise to 'connect', not a specific, committed action like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past objection like price or MOQ, acknowledge it and pivot to what's different now instead of immediately ending the call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"The the price wasn't comp- wasn't, didn't work out for me.\", \"response\": \"Okay. Sure, sure.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"If I do have something, I will get in touch with you guys, all right?\", \"response\": \"Okay. Sure, sure. I'll drop you a text. We'll connect with you.\"}], \"call_summary\": \"The agent contacted a customer from a trading company who had prior negative experiences with JSW One. The customer immediately brought up past issues with price and MOQ to shut down the conversation. The agent did not attempt to handle these objections and agreed to end the call.\"}", "error": null, "latency_ms": 31147, "input_tokens": 2814, "output_tokens": 850, "created_at": "2026-09-25 10:52:40", "sentiment": "positive", "sentiment_score": 0.36, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.457, "agent_talk_sec": 12.2, "customer_talk_sec": 14.5, "dead_air_sec": 45.3, "longest_monologue_sec": 4.5, "agent_wpm": 255.7, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 1, "words_agent": 52, "words_customer": 66, "monologue_heavy": 0, "turns": [ { "ucid": "21112178584221831", "idx": 0, "speaker": "customer", "start_s": 0.6, "end_s": 1.0, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178584221831", "idx": 1, "speaker": "agent", "start_s": 1.18, "end_s": 1.63, "text_en": "Hello sir.", "text_native": "Hello sir." }, { "ucid": "21112178584221831", "idx": 2, "speaker": "customer", "start_s": 1.88, "end_s": 2.18, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178584221831", "idx": 3, "speaker": "agent", "start_s": 2.48, "end_s": 4.88, "text_en": "Uh, this is Abhishek calling from JSW One.", "text_native": "Uh, this is Abhishek calling from JSW One." }, { "ucid": "21112178584221831", "idx": 4, "speaker": "customer", "start_s": 5.27, "end_s": 5.57, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178584221831", "idx": 5, "speaker": "agent", "start_s": 6.0, "end_s": 10.5, "text_en": "Sir, I'm talking from JSW. You know Universal Steel Trading. You have any steel requirements at the end?", "text_native": "Sir, I'm talking from JSW. You know Universal Steel Trading. You have any steel requirements at the end?" }, { "ucid": "21112178584221831", "idx": 6, "speaker": "customer", "start_s": 10.8, "end_s": 14.5, "text_en": "I have, but then I haven't gotten your, where are you calling from exactly?", "text_native": "I have, but then I haven't gotten your, where are you calling from exactly?" }, { "ucid": "21112178584221831", "idx": 7, "speaker": "agent", "start_s": 14.6, "end_s": 16.8, "text_en": "I am talking from sir JSW One, Mumbai office.", "text_native": "I am talking from sir JSW One, Mumbai office." }, { "ucid": "21112178584221831", "idx": 8, "speaker": "customer", "start_s": 17.2, "end_s": 26.5, "text_en": "Ah, fine. I've tried inquiring with you guys two to three times. The the price wasn't comp- wasn't, didn't work out for me. So it's fine. And plus MOQ. So it's fine. If I do have something, I will get in touch with you guys, all right?", "text_native": "Ah, fine. I've tried inquiring with you guys two to three times. The the price wasn't comp- wasn't, didn't work out for me. So it's fine. And plus MOQ. So it's fine. If I do have something, I will get in touch with you guys, all right?" }, { "ucid": "21112178584221831", "idx": 9, "speaker": "agent", "start_s": 26.6, "end_s": 28.8, "text_en": "Okay. Sure, sure. I'll drop you a text. We'll connect with you.", "text_native": "Okay. Sure, sure. I'll drop you a text. We'll connect with you." }, { "ucid": "21112178584221831", "idx": 10, "speaker": "customer", "start_s": 29.0, "end_s": 29.5, "text_en": "All right.", "text_native": "All right." }, { "ucid": "21112178584221831", "idx": 11, "speaker": "agent", "start_s": 30.0, "end_s": 30.5, "text_en": "Thank you sir.", "text_native": "Thank you sir." } ], "steps": [ { "ucid": "21112178584221831", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh, this is Abhishek calling from JSW One.", "comment": "Agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178584221831", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "You have any steel requirements at the end?", "comment": "Agent did not lead with a supply or price hook, instead asking directly for requirements." }, { "ucid": "21112178584221831", "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 as the customer immediately raised past objections and ended the conversation." }, { "ucid": "21112178584221831", "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 conducted, so no USPs were pitched." }, { "ucid": "21112178584221831", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "You have any steel requirements at the end?", "comment": "Agent successfully asked if a current requirement exists, even though the customer deflected." }, { "ucid": "21112178584221831", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll drop you a text. We'll connect with you.", "comment": "The next step was a vague promise to 'connect', not a specific, committed action like a quote or a scheduled callback." } ], "objections": [ { "ucid": "21112178584221831", "obj_type": "price", "state": "mishandled", "evidence": "The the price wasn't comp- wasn't, didn't work out for me.", "response": "Okay. Sure, sure." }, { "ucid": "21112178584221831", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "If I do have something, I will get in touch with you guys, all right?", "response": "Okay. Sure, sure. I'll drop you a text. We'll connect with you." } ], "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": [] }