{ "ucid": "21112178584507711", "call_date": "2026-08-04", "start_time": "1899-12-30 17:34:37", "end_time": "1899-12-30 17:35:53", "duration_sec": 76, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "abhinav gautam", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3ebb7d1c977f0949ace237f291443503.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 141, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178584507711__DIA3ebb7d1c977f0949ace237f291443503.mp3", "audio_bytes": 187920, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 62.64, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[3s] CUSTOMER: Hello?\n[4s] AGENT: Yes?\n[5s] CUSTOMER: Yes.\n[6s] AGENT: Good afternoon sir. This is [inaudible] calling from JSW One.\n[9s] CUSTOMER: Uh, calling from?\n[10s] AGENT: Calling from JSW One.\n[12s] CUSTOMER: Yeah, yeah, yeah, tell me sir.\n[14s] AGENT: Yes sir. Do you have any requirement of steel?\n[16s] CUSTOMER: No, steel bars I was looking for. But you regretted no? It steel bar you don't do a trading or sell.\n[22s] AGENT: We don't do steel round bars. We do HR plate, C plate.\n[26s] CUSTOMER: Yeah, HR plate also E350C, 210 mm thickness I was looking for. I gave a requirement, right?\n[31s] AGENT: You gave requirement but we have only E350 BR.\n[34s] CUSTOMER: Not BR, I want E350C.\n[36s] AGENT: Okay.\n[36s] CUSTOMER: C was not there in that this one, so I selected BR. At least someone will call me, no?\n[40s] AGENT: Okay sir, okay.", "language": "English", "languages": "[\"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "noisy: Significant background noise (call center chatter) on the agent's side, which occasionally makes it difficult to understand some words.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 turns, clean transcript (6% 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": 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 basic call structure on every call: start with a full opener including permission, deliver the hook to create interest, and only then ask about requirements.", "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": "spec_not_available", "supply_details": "Customer required HR plate in grade E350C, but the agent confirmed only grade E350 BR was available.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer was responding to a call about a previous inquiry. They first mentioned needing steel bars, which the agent confirmed they don't sell. The customer then clarified their past requirement was for HR Plate E350C, and the agent confirmed this specific grade is not available, only E350 BR. The call ended without any resolution or next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Good afternoon sir. This is [inaudible] calling from JSW One.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir. Do you have any requirement of steel?\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions; the customer volunteered all information about their need.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched. The agent only clarified what products JSW One sells.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You gave requirement but we have only E350 BR.\", \"comment\": \"The agent did not proactively qualify a current need; the conversation was about a past, unfulfilled requirement and the agent only confirmed unavailability.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, okay.\", \"comment\": \"The call ended abruptly with no committed next step for a quote or callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the basic call structure on every call: start with a full opener including permission, deliver the hook to create interest, and only then ask about requirements.\", \"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\": \"spec_not_available\", \"supply_details\": \"Customer required HR plate in grade E350C, but the agent confirmed only grade E350 BR was available.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer was responding to a call about a previous inquiry. They first mentioned needing steel bars, which the agent confirmed they don't sell. The customer then clarified their past requirement was for HR Plate E350C, and the agent confirmed this specific grade is not available, only E350 BR. The call ended without any resolution or next steps.\"}", "error": null, "latency_ms": 28497, "input_tokens": 2861, "output_tokens": 767, "created_at": "2026-09-25 10:53:13", "sentiment": "negative", "sentiment_score": -0.45, "sentiment_confidence": "high", "pos": 0, "neg": 6, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.394, "agent_talk_sec": 12.6, "customer_talk_sec": 19.4, "dead_air_sec": 44.0, "longest_monologue_sec": 2.7, "agent_wpm": 233.3, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 2, "words_agent": 49, "words_customer": 73, "monologue_heavy": 0, "turns": [ { "ucid": "21112178584507711", "idx": 0, "speaker": "customer", "start_s": 2.88, "end_s": 3.4, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178584507711", "idx": 1, "speaker": "agent", "start_s": 4.0, "end_s": 4.36, "text_en": "Yes?", "text_native": "Yes?" }, { "ucid": "21112178584507711", "idx": 2, "speaker": "customer", "start_s": 4.9, "end_s": 5.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178584507711", "idx": 3, "speaker": "agent", "start_s": 5.87, "end_s": 8.3, "text_en": "Good afternoon sir. This is [inaudible] calling from JSW One.", "text_native": "Good afternoon sir. This is [inaudible] calling from JSW One." }, { "ucid": "21112178584507711", "idx": 4, "speaker": "customer", "start_s": 8.8, "end_s": 9.6, "text_en": "Uh, calling from?", "text_native": "Uh, calling from?" }, { "ucid": "21112178584507711", "idx": 5, "speaker": "agent", "start_s": 10.0, "end_s": 11.2, "text_en": "Calling from JSW One.", "text_native": "Calling from JSW One." }, { "ucid": "21112178584507711", "idx": 6, "speaker": "customer", "start_s": 12.2, "end_s": 13.5, "text_en": "Yeah, yeah, yeah, tell me sir.", "text_native": "Yeah, yeah, yeah, tell me sir." }, { "ucid": "21112178584507711", "idx": 7, "speaker": "agent", "start_s": 14.0, "end_s": 15.8, "text_en": "Yes sir. Do you have any requirement of steel?", "text_native": "Yes sir. Do you have any requirement of steel?" }, { "ucid": "21112178584507711", "idx": 8, "speaker": "customer", "start_s": 16.5, "end_s": 22.5, "text_en": "No, steel bars I was looking for. But you regretted no? It steel bar you don't do a trading or sell.", "text_native": "No, steel bars I was looking for. But you regretted no? It steel bar you don't do a trading or sell." }, { "ucid": "21112178584507711", "idx": 9, "speaker": "agent", "start_s": 22.5, "end_s": 25.2, "text_en": "We don't do steel round bars. We do HR plate, C plate.", "text_native": "We don't do steel round bars. We do HR plate, C plate." }, { "ucid": "21112178584507711", "idx": 10, "speaker": "customer", "start_s": 25.5, "end_s": 30.5, "text_en": "Yeah, HR plate also E350C, 210 mm thickness I was looking for. I gave a requirement, right?", "text_native": "Yeah, HR plate also E350C, 210 mm thickness I was looking for. I gave a requirement, right?" }, { "ucid": "21112178584507711", "idx": 11, "speaker": "agent", "start_s": 31.2, "end_s": 33.8, "text_en": "You gave requirement but we have only E350 BR.", "text_native": "You gave requirement but we have only E350 BR." }, { "ucid": "21112178584507711", "idx": 12, "speaker": "customer", "start_s": 34.0, "end_s": 35.5, "text_en": "Not BR, I want E350C.", "text_native": "Not BR, I want E350C." }, { "ucid": "21112178584507711", "idx": 13, "speaker": "agent", "start_s": 35.5, "end_s": 36.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178584507711", "idx": 14, "speaker": "customer", "start_s": 36.0, "end_s": 40.0, "text_en": "C was not there in that this one, so I selected BR. At least someone will call me, no?", "text_native": "C was not there in that this one, so I selected BR. At least someone will call me, no?" }, { "ucid": "21112178584507711", "idx": 15, "speaker": "agent", "start_s": 40.5, "end_s": 41.5, "text_en": "Okay sir, okay.", "text_native": "Okay sir, okay." } ], "steps": [ { "ucid": "21112178584507711", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Good afternoon sir. This is [inaudible] calling from JSW One.", "comment": "The agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178584507711", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes sir. Do you have any requirement of steel?", "comment": "The agent did not provide a supply or price hook, instead jumping directly to a generic requirement question." }, { "ucid": "21112178584507711", "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 volunteered all information about their need." }, { "ucid": "21112178584507711", "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. The agent only clarified what products JSW One sells." }, { "ucid": "21112178584507711", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "You gave requirement but we have only E350 BR.", "comment": "The agent did not proactively qualify a current need; the conversation was about a past, unfulfilled requirement and the agent only confirmed unavailability." }, { "ucid": "21112178584507711", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, okay.", "comment": "The call ended abruptly with no committed next step for a quote or callback." } ], "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": [] }