{ "ucid": "21112178591479361", "call_date": "2026-08-05", "start_time": "1899-12-30 12:56:33", "end_time": "1899-12-30 12:58:02", "duration_sec": 89, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "Does_not_deal_Steel", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA58353c0a645cbaebfe765e3e585f71c9.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 158, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178591479361__DIA58353c0a645cbaebfe765e3e585f71c9.mp3", "audio_bytes": 216648, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 72.216, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Hello. (हॅलो.)\n[3s] CUSTOMER: Hello. (हॅलो.)\n[3s] AGENT: Yes, am I speaking with Zakir ji? (हां, जाकिर जी बात कर रहे है?)\n[4s] CUSTOMER: This is Zakir speaking, tell me. (जाकिर बोल रहा हूं, बोलिए।)\n[6s] AGENT: Zakir bhai, good morning. I am Ankit Mistry calling from Jindal Steel, Mumbai. We had spoken last... (जाकिर भाई, good morning. मैं अंकित मिस्त्री बात कर रहा हूं Jindal Steel से, Mumbai. आपसे बात हुई थी गई...)\n[10s] CUSTOMER: Call Lambu over there, brother. Yes, tell me. (लंबू को फोन करना भाईजान वहां पे। हां बोलो।)\n[12s] AGENT: Yes. Zakir bhai, we spoke last month. You had registered your business, Nazneen Steel Traders account, on our Jindal portal. (हां। जाकिर भाई, अपनी गई महीने बात हुई थी। आपने हमारे Jindal के portal पे आपका जो business है Nazneen Steel Traders account आपने registration करा था।)\n[17s] CUSTOMER: Sir, right now I am not interested in plates. I am interested in lot material. The defective items you have, I am interested in those. (Sir, अभी मैं है ना प्लेटों में interest नहीं ले रहा। मैं lot के माल में interest ले रहा हूं। जो आपके पास defective चीज है ना, उसके अंदर interest ले रहा हूं मैं।)\n[22s] AGENT: Oh. Okay, no no, that thing... (अच्छा। अच्छा, नहीं नहीं, वो चीज...)\n[24s] CUSTOMER: Right now, my entire interest is in that, sir. (अभी मेरा पूरा interest उसके अंदर है, sir.)\n[26s] AGENT: Okay, fine. So for that... (अच्छा, ठीक है। तो उसके लिए...)\n[27s] CUSTOMER: If you have even 100 tons of defective material, you can tell me. (आपके पास defective अगर 100 ton भी पड़ा हो तो आप मेरे को बोल सकते हो।)\n[30s] AGENT: No no sir, the thing is, the defective material from the auction, that goes into bidding from our plant, so we are not allowed to supply that. (नहीं नहीं sir, कैसा है ना कि auction वाला जो defective माल रहता है ना, उसमें plant से हमारा bidding में जाता है तो वो हम लोग को allowed नहीं है supply करने।)\n[34s] CUSTOMER: The thing is, I am not comfortable with online bids, otherwise I would have joined you online. (मेरे को क्या है online bid फाती नहीं है, नहीं तो मैं online आपके साथ जुड़ जाता।)\n[38s] AGENT: Absolutely, absolutely sir. Okay, no problem. (बिलकुल बिलकुल sir. ठीक है, कोई बात नहीं।)\n[39s] CUSTOMER: Right now my entire interest is in that only, sir. Not much is happening with plates. I have more interest in that. (अभी मेरा पूरा interest sir उसमें ही है। प्लेट में इतना कुछ हो नहीं रहा है। उसमें कुछ ज्यादा interest है मेरे को।)\n[43s] AGENT: Okay, I understood sir. If there's anything, I will call you back. (Okay, समझ गया sir. मैं कुछ होता है तो आपको call back करता हूं।)\n[45s] CUSTOMER: Sir, if you have any contact for defective pieces, please get me in touch. (Sir, आपके पास defective piece का कोई मानस हो, तो मेरे को जरा contact करवाना आप।)\n[48s] AGENT: Sure sir, done done. I will talk to my plant, okay? (Sure sir, done done. मैं मैं बात करता हूं मेरे plant में, है ना?)\n[51s] CUSTOMER: Yes. (हां।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 21, "connected": 1, "audio_notes": "clear: The customer makes a brief side-comment to someone else in the room during the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "21 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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"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 immediately states a need for something we don't sell, acknowledge it, then pivot back to discovery for their prime material needs before ending the call.", "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": 1, "material_detected": "defective/auction material", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "spec_not_available", "supply_details": "Customer is only interested in 'defective' or 'lot' material, which is sold via auction and not available through this sales channel.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent reconnected with a lead who had registered on the portal. The customer, a trader, immediately stated he was only interested in 'defective' or 'lot' material, not prime plates. The agent correctly explained this material is sold via auction and is not available through the JSW One platform, and the call ended without a business next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Zakir bhai, good morning. I am Ankit Mistry calling from Jindal Steel, Mumbai.\", \"comment\": \"Agent greeted, used the customer's name, and identified himself and the company, and the customer engaged immediately.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook; the customer interrupted and took control of the call before a hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any discovery questions as the customer immediately specified a need for a product the agent could not supply.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"No no sir, the thing is, the defective material from the auction... we are not allowed to supply that.\", \"comment\": \"Agent correctly qualified the customer's volunteered requirement and identified that it was not a product JSW One could supply.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, समझ गया sir. मैं कुछ होता है तो आपको call back करता हूं।\", \"comment\": \"The call ended with a vague, non-committal 'I will call you back' rather than a specific, agreed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately states a need for something we don't sell, acknowledge it, then pivot back to discovery for their prime material needs before ending the call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"defective/auction material\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer is only interested in 'defective' or 'lot' material, which is sold via auction and not available through this sales channel.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent reconnected with a lead who had registered on the portal. The customer, a trader, immediately stated he was only interested in 'defective' or 'lot' material, not prime plates. The agent correctly explained this material is sold via auction and is not available through the JSW One platform, and the call ended without a business next step.\"}", "error": null, "latency_ms": 28267, "input_tokens": 3432, "output_tokens": 814, "created_at": "2026-09-25 10:54:31", "sentiment": "negative", "sentiment_score": -0.151, "sentiment_confidence": "high", "pos": 4, "neg": 4, "lex_hits": 6, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.491, "agent_talk_sec": 22.5, "customer_talk_sec": 23.3, "dead_air_sec": 43.2, "longest_monologue_sec": 4.7, "agent_wpm": 298.7, "interruptions": 0, "agent_turns": 10, "customer_turns": 11, "discovery_qs": 2, "words_agent": 112, "words_customer": 117, "monologue_heavy": 0, "turns": [ { "ucid": "21112178591479361", "idx": 0, "speaker": "customer", "start_s": 0.68, "end_s": 1.21, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178591479361", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.39, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178591479361", "idx": 2, "speaker": "customer", "start_s": 2.69, "end_s": 3.02, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178591479361", "idx": 3, "speaker": "agent", "start_s": 3.2, "end_s": 4.2, "text_en": "Yes, am I speaking with Zakir ji?", "text_native": "हां, जाकिर जी बात कर रहे है?" }, { "ucid": "21112178591479361", "idx": 4, "speaker": "customer", "start_s": 4.46, "end_s": 5.38, "text_en": "This is Zakir speaking, tell me.", "text_native": "जाकिर बोल रहा हूं, बोलिए।" }, { "ucid": "21112178591479361", "idx": 5, "speaker": "agent", "start_s": 5.68, "end_s": 9.6, "text_en": "Zakir bhai, good morning. I am Ankit Mistry calling from Jindal Steel, Mumbai. We had spoken last...", "text_native": "जाकिर भाई, good morning. मैं अंकित मिस्त्री बात कर रहा हूं Jindal Steel से, Mumbai. आपसे बात हुई थी गई..." }, { "ucid": "21112178591479361", "idx": 6, "speaker": "customer", "start_s": 9.6, "end_s": 11.6, "text_en": "Call Lambu over there, brother. Yes, tell me.", "text_native": "लंबू को फोन करना भाईजान वहां पे। हां बोलो।" }, { "ucid": "21112178591479361", "idx": 7, "speaker": "agent", "start_s": 12.1, "end_s": 16.8, "text_en": "Yes. Zakir bhai, we spoke last month. You had registered your business, Nazneen Steel Traders account, on our Jindal portal.", "text_native": "हां। जाकिर भाई, अपनी गई महीने बात हुई थी। आपने हमारे Jindal के portal पे आपका जो business है Nazneen Steel Traders account आपने registration करा था।" }, { "ucid": "21112178591479361", "idx": 8, "speaker": "customer", "start_s": 16.8, "end_s": 22.5, "text_en": "Sir, right now I am not interested in plates. I am interested in lot material. The defective items you have, I am interested in those.", "text_native": "Sir, अभी मैं है ना प्लेटों में interest नहीं ले रहा। मैं lot के माल में interest ले रहा हूं। जो आपके पास defective चीज है ना, उसके अंदर interest ले रहा हूं मैं।" }, { "ucid": "21112178591479361", "idx": 9, "speaker": "agent", "start_s": 22.5, "end_s": 24.1, "text_en": "Oh. Okay, no no, that thing...", "text_native": "अच्छा। अच्छा, नहीं नहीं, वो चीज..." }, { "ucid": "21112178591479361", "idx": 10, "speaker": "customer", "start_s": 24.1, "end_s": 25.8, "text_en": "Right now, my entire interest is in that, sir.", "text_native": "अभी मेरा पूरा interest उसके अंदर है, sir." }, { "ucid": "21112178591479361", "idx": 11, "speaker": "agent", "start_s": 26.2, "end_s": 27.2, "text_en": "Okay, fine. So for that...", "text_native": "अच्छा, ठीक है। तो उसके लिए..." }, { "ucid": "21112178591479361", "idx": 12, "speaker": "customer", "start_s": 27.2, "end_s": 29.6, "text_en": "If you have even 100 tons of defective material, you can tell me.", "text_native": "आपके पास defective अगर 100 ton भी पड़ा हो तो आप मेरे को बोल सकते हो।" }, { "ucid": "21112178591479361", "idx": 13, "speaker": "agent", "start_s": 29.9, "end_s": 34.2, "text_en": "No no sir, the thing is, the defective material from the auction, that goes into bidding from our plant, so we are not allowed to supply that.", "text_native": "नहीं नहीं sir, कैसा है ना कि auction वाला जो defective माल रहता है ना, उसमें plant से हमारा bidding में जाता है तो वो हम लोग को allowed नहीं है supply करने।" }, { "ucid": "21112178591479361", "idx": 14, "speaker": "customer", "start_s": 34.2, "end_s": 37.4, "text_en": "The thing is, I am not comfortable with online bids, otherwise I would have joined you online.", "text_native": "मेरे को क्या है online bid फाती नहीं है, नहीं तो मैं online आपके साथ जुड़ जाता।" }, { "ucid": "21112178591479361", "idx": 15, "speaker": "agent", "start_s": 37.8, "end_s": 39.2, "text_en": "Absolutely, absolutely sir. Okay, no problem.", "text_native": "बिलकुल बिलकुल sir. ठीक है, कोई बात नहीं।" }, { "ucid": "21112178591479361", "idx": 16, "speaker": "customer", "start_s": 39.4, "end_s": 42.8, "text_en": "Right now my entire interest is in that only, sir. Not much is happening with plates. I have more interest in that.", "text_native": "अभी मेरा पूरा interest sir उसमें ही है। प्लेट में इतना कुछ हो नहीं रहा है। उसमें कुछ ज्यादा interest है मेरे को।" }, { "ucid": "21112178591479361", "idx": 17, "speaker": "agent", "start_s": 43.4, "end_s": 45.4, "text_en": "Okay, I understood sir. If there's anything, I will call you back.", "text_native": "Okay, समझ गया sir. मैं कुछ होता है तो आपको call back करता हूं।" }, { "ucid": "21112178591479361", "idx": 18, "speaker": "customer", "start_s": 45.4, "end_s": 48.2, "text_en": "Sir, if you have any contact for defective pieces, please get me in touch.", "text_native": "Sir, आपके पास defective piece का कोई मानस हो, तो मेरे को जरा contact करवाना आप।" }, { "ucid": "21112178591479361", "idx": 19, "speaker": "agent", "start_s": 48.4, "end_s": 50.6, "text_en": "Sure sir, done done. I will talk to my plant, okay?", "text_native": "Sure sir, done done. मैं मैं बात करता हूं मेरे plant में, है ना?" }, { "ucid": "21112178591479361", "idx": 20, "speaker": "customer", "start_s": 51.1, "end_s": 51.4, "text_en": "Yes.", "text_native": "हां।" } ], "steps": [ { "ucid": "21112178591479361", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Zakir bhai, good morning. I am Ankit Mistry calling from Jindal Steel, Mumbai.", "comment": "Agent greeted, used the customer's name, and identified himself and the company, and the customer engaged immediately." }, { "ucid": "21112178591479361", "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; the customer interrupted and took control of the call before a hook could be delivered." }, { "ucid": "21112178591479361", "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 discovery questions as the customer immediately specified a need for a product the agent could not supply." }, { "ucid": "21112178591479361", "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": "21112178591479361", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "No no sir, the thing is, the defective material from the auction... we are not allowed to supply that.", "comment": "Agent correctly qualified the customer's volunteered requirement and identified that it was not a product JSW One could supply." }, { "ucid": "21112178591479361", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, समझ गया sir. मैं कुछ होता है तो आपको call back करता हूं।", "comment": "The call ended with a vague, non-committal 'I will call you back' rather than a specific, agreed next step." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [ "rejection" ] }