{ "ucid": "21112178591486231", "call_date": "2026-08-05", "start_time": "1899-12-30 12:57:42", "end_time": "1899-12-30 13:00:05", "duration_sec": 143, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "Ganesh", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7c5f9f0570d41313ac8abe5018ac59e8.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 195, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178591486231__DIA7c5f9f0570d41313ac8abe5018ac59e8.mp3", "audio_bytes": 388584, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 129.528, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes? (हाँ जी?)\n[3s] AGENT: Yes sir, good afternoon. This is Ganesh speaking from the JSW One platform. (जी सर, good afternoon. गणेश बात कर रहा था JSW One platform से।)\n[6s] CUSTOMER: Yes, yes sir, tell me. (हाँ जी हाँ जी सर, बताइए।)\n[7s] AGENT: Yes, uh sir I was going through your account. You are registered under the name Vinod Steel, right? (जी, uh सर मैं आपका अकाउंट go through कर रहा था। आप विनोद स्टील के नाम से registered हैं, right?)\n[10s] CUSTOMER: Yes, yes. (हाँ जी हाँ जी।)\n[11s] AGENT: So you have also made an inquiry here some six or seven times, sir. The price difference is very high every time. Can I know, sir, I mean, is there any problem or issue with the make, or something, if you are comfortable talking about it? (तो आपने कुछ छह सात बार inquiry भी दी है यहां पे सर। Price का बहुत ज्यादा difference आ रहा है हर बार। मैं जान सकता हूं सर मतलब make में कोई दिक्कत issue है या कुछ है अगर आप comfortable है बात की बात करने में?)\n[19s] CUSTOMER: Sir, it's just the difference in the rate. What is your rate now for Ludhiana? (सर रेट का ही फर्क पड़ता है। आपका रेट क्या है अब लुधियाना के लिए?)\n[23s] AGENT: One second. (एक सेकंड।)\n[28s] AGENT: Fifty six seven fifty.\n[30s] CUSTOMER: Yes? (हाँ जी?)\n[30s] AGENT: Fifty six seven fifty, this is the base price. (Fifty six seven fifty, ये base price है।)\n[33s] CUSTOMER: Okay. (अच्छा।)\n[33s] AGENT: Yes, this is ex-Ghaziabad, sir. I mean, I will have to check for Ludhiana. The pricing will mostly remain the same. Freight will be extra. This is with loading. Freight is separate. (हाँ, ये मतलब ex-Ghaziabad है ना सर। मतलब मेरेको लुधियाना में देखना पड़ेगा। Pricing same ही रहेगा mostly. Freight extra रहेगा। ये with loading है ये। Freight अलग से।)\n[39s] CUSTOMER: No, you tell me for Ludhiana. If there is anything available in Ludhiana. (नहीं लुधियाना का बताओ आप ना। लुधियाना में कोई पड़ा हो।)\n[41s] AGENT: Ludhiana. What will be your requirement? Which thickness do you need? (लुधियाना। आपका क्या requirement क्या रहेगा? कौन सा thickness चाहिए आपको?)\n[44s] CUSTOMER: You tell me what is available in Ludhiana. I will take something or the other from it if the price is right. I use everything from 5.6 to 12 mm. (आप बताइए लुधियाना में क्या पड़ा है। मैं उसमें से कुछ ना कुछ तो ले ही लूंगा अगर price ठीक हुआ तो। मेरा 5.6 से लेके 12 mm तक सारा ही लगता है।)\n[49s] AGENT: Okay. (ठीक है।)\n[50s] CUSTOMER: You tell me because the cost that works out will be for material from Ludhiana itself. From Ghaziabad or Faridabad, the freight cost won't work out. (आप बताइए क्योंकि पड़ता जो पड़ता लुधियाना का ही माल का पड़ेगा। गाजियाबाद से या फरीदाबाद से तो फिर फ्रेट का फिर पड़ता नहीं ना लगेगा।)\n[55s] AGENT: Yes, freight becomes extra then. (हाँ, फ्रेट एक्स्ट्रा पड़ जाता है तो।)\n[56s] CUSTOMER: Yes, so you tell me what you have available in Ludhiana, which grade it is. I will definitely take something. (हाँ तो आप लुधियाना में बताइए आपके पास क्या available है, कौन सा grade है। मैं कुछ ना कुछ तो ले ही लूंगा।)\n[62s] AGENT: Okay. That will work. I will get the inventory checked for Ludhiana once and I will call you back in a little while. (ठीक है। चलेगा। मैं एक बार inventory चेक करवा लेता हूं लुधियाना का और मैं आपको एक बार थोड़ी देर में आपको कॉल करता हूं।)\n[65s] CUSTOMER: Yes, and tell me the most competitive price possible. No problem, we will definitely do business. (हाँ, price भी कम से कम competitive बताइएगा। कोई बात नहीं, करेंगे हम काम जरूर करेंगे।)\n[69s] AGENT: Definitely sir. I'll check the inventory once and I'll call you. (Definitely sir. मैं एक बार देख लेता हूं inventory और मैं आपको call करता हूं।)\n[72s] CUSTOMER: Right right right.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: The customer's side has some background noise but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "You missed the entire discovery phase. Before discussing price, you must understand the customer's business (what they make, their monthly volume) to build rapport and tailor your pitch.", "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": "not_in_stockyard", "supply_details": "Agent's default stockyard is Ghaziabad, but customer requires material from Ludhiana to make freight costs viable. Agent must check local inventory.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a likely manufacturer in Ludhiana, immediately raised the issue of high prices from past inquiries and asked for current rates and local availability. The agent quoted an ex-Ghaziabad base price, which the customer rejected due to freight costs. The call ended with the agent committing to check for stock in Ludhiana and call back.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"if you are comfortable talking about it?\", \"comment\": \"Agent identified self, company, and customer, and then asked for permission to discuss a topic, which the customer granted by engaging.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a price or availability hook; instead, he brought up the customer's past negative experiences with price.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, such as what they manufacture, their volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched. The conversation went directly to a base price without any value proposition.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"What will be your requirement? Which thickness do you need?\", \"comment\": \"Agent attempted to qualify but failed to capture specific grade, width, or quantity, only getting a location and a broad thickness range.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will get the inventory checked for Ludhiana once and I will call you back in a little while.\", \"comment\": \"Agent committed to a clear next step of checking local inventory and calling the customer back, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the entire discovery phase. Before discussing price, you must understand the customer's business (what they make, their monthly volume) to build rapport and tailor your pitch.\", \"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\": \"not_in_stockyard\", \"supply_details\": \"Agent's default stockyard is Ghaziabad, but customer requires material from Ludhiana to make freight costs viable. Agent must check local inventory.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Sir, it's just the difference in the rate. What is your rate now for Ludhiana?\", \"response\": \"Fifty six seven fifty, this is the base price. ... Freight is separate.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"You tell me what is available in Ludhiana. I will take something or the other from it if the price is right.\", \"response\": \"I will get the inventory checked for Ludhiana once and I will call you back in a little while.\"}], \"call_summary\": \"The customer, a likely manufacturer in Ludhiana, immediately raised the issue of high prices from past inquiries and asked for current rates and local availability. The agent quoted an ex-Ghaziabad base price, which the customer rejected due to freight costs. The call ended with the agent committing to check for stock in Ludhiana and call back.\"}", "error": null, "latency_ms": 40800, "input_tokens": 3641, "output_tokens": 963, "created_at": "2026-09-25 10:58:05", "sentiment": "neutral", "sentiment_score": 0.148, "sentiment_confidence": "high", "pos": 8, "neg": 5, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.55, "agent_talk_sec": 32.3, "customer_talk_sec": 26.4, "dead_air_sec": 84.3, "longest_monologue_sec": 7.4, "agent_wpm": 328.8, "interruptions": 0, "agent_turns": 13, "customer_turns": 13, "discovery_qs": 4, "words_agent": 177, "words_customer": 135, "monologue_heavy": 0, "turns": [ { "ucid": "21112178591486231", "idx": 0, "speaker": "customer", "start_s": 0.58, "end_s": 1.05, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178591486231", "idx": 1, "speaker": "agent", "start_s": 1.3, "end_s": 1.67, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178591486231", "idx": 2, "speaker": "customer", "start_s": 2.2, "end_s": 2.6, "text_en": "Yes?", "text_native": "हाँ जी?" }, { "ucid": "21112178591486231", "idx": 3, "speaker": "agent", "start_s": 2.6, "end_s": 5.51, "text_en": "Yes sir, good afternoon. This is Ganesh speaking from the JSW One platform.", "text_native": "जी सर, good afternoon. गणेश बात कर रहा था JSW One platform से।" }, { "ucid": "21112178591486231", "idx": 4, "speaker": "customer", "start_s": 5.8, "end_s": 6.7, "text_en": "Yes, yes sir, tell me.", "text_native": "हाँ जी हाँ जी सर, बताइए।" }, { "ucid": "21112178591486231", "idx": 5, "speaker": "agent", "start_s": 6.98, "end_s": 10.0, "text_en": "Yes, uh sir I was going through your account. You are registered under the name Vinod Steel, right?", "text_native": "जी, uh सर मैं आपका अकाउंट go through कर रहा था। आप विनोद स्टील के नाम से registered हैं, right?" }, { "ucid": "21112178591486231", "idx": 6, "speaker": "customer", "start_s": 10.0, "end_s": 10.58, "text_en": "Yes, yes.", "text_native": "हाँ जी हाँ जी।" }, { "ucid": "21112178591486231", "idx": 7, "speaker": "agent", "start_s": 10.58, "end_s": 17.98, "text_en": "So you have also made an inquiry here some six or seven times, sir. The price difference is very high every time. Can I know, sir, I mean, is there any problem or issue with the make, or something, if you are comfortable talking about it?", "text_native": "तो आपने कुछ छह सात बार inquiry भी दी है यहां पे सर। Price का बहुत ज्यादा difference आ रहा है हर बार। मैं जान सकता हूं सर मतलब make में कोई दिक्कत issue है या कुछ है अगर आप comfortable है बात की बात करने में?" }, { "ucid": "21112178591486231", "idx": 8, "speaker": "customer", "start_s": 18.8, "end_s": 21.8, "text_en": "Sir, it's just the difference in the rate. What is your rate now for Ludhiana?", "text_native": "सर रेट का ही फर्क पड़ता है। आपका रेट क्या है अब लुधियाना के लिए?" }, { "ucid": "21112178591486231", "idx": 9, "speaker": "agent", "start_s": 22.6, "end_s": 23.2, "text_en": "One second.", "text_native": "एक सेकंड।" }, { "ucid": "21112178591486231", "idx": 10, "speaker": "agent", "start_s": 28.3, "end_s": 29.2, "text_en": "Fifty six seven fifty.", "text_native": "Fifty six seven fifty." }, { "ucid": "21112178591486231", "idx": 11, "speaker": "customer", "start_s": 29.5, "end_s": 29.8, "text_en": "Yes?", "text_native": "हाँ जी?" }, { "ucid": "21112178591486231", "idx": 12, "speaker": "agent", "start_s": 30.1, "end_s": 31.5, "text_en": "Fifty six seven fifty, this is the base price.", "text_native": "Fifty six seven fifty, ये base price है।" }, { "ucid": "21112178591486231", "idx": 13, "speaker": "customer", "start_s": 32.6, "end_s": 33.0, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178591486231", "idx": 14, "speaker": "agent", "start_s": 33.4, "end_s": 38.8, "text_en": "Yes, this is ex-Ghaziabad, sir. I mean, I will have to check for Ludhiana. The pricing will mostly remain the same. Freight will be extra. This is with loading. Freight is separate.", "text_native": "हाँ, ये मतलब ex-Ghaziabad है ना सर। मतलब मेरेको लुधियाना में देखना पड़ेगा। Pricing same ही रहेगा mostly. Freight extra रहेगा। ये with loading है ये। Freight अलग से।" }, { "ucid": "21112178591486231", "idx": 15, "speaker": "customer", "start_s": 38.8, "end_s": 40.6, "text_en": "No, you tell me for Ludhiana. If there is anything available in Ludhiana.", "text_native": "नहीं लुधियाना का बताओ आप ना। लुधियाना में कोई पड़ा हो।" }, { "ucid": "21112178591486231", "idx": 16, "speaker": "agent", "start_s": 41.1, "end_s": 43.5, "text_en": "Ludhiana. What will be your requirement? Which thickness do you need?", "text_native": "लुधियाना। आपका क्या requirement क्या रहेगा? कौन सा thickness चाहिए आपको?" }, { "ucid": "21112178591486231", "idx": 17, "speaker": "customer", "start_s": 43.8, "end_s": 48.8, "text_en": "You tell me what is available in Ludhiana. I will take something or the other from it if the price is right. I use everything from 5.6 to 12 mm.", "text_native": "आप बताइए लुधियाना में क्या पड़ा है। मैं उसमें से कुछ ना कुछ तो ले ही लूंगा अगर price ठीक हुआ तो। मेरा 5.6 से लेके 12 mm तक सारा ही लगता है।" }, { "ucid": "21112178591486231", "idx": 18, "speaker": "agent", "start_s": 49.3, "end_s": 49.7, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178591486231", "idx": 19, "speaker": "customer", "start_s": 49.9, "end_s": 54.5, "text_en": "You tell me because the cost that works out will be for material from Ludhiana itself. From Ghaziabad or Faridabad, the freight cost won't work out.", "text_native": "आप बताइए क्योंकि पड़ता जो पड़ता लुधियाना का ही माल का पड़ेगा। गाजियाबाद से या फरीदाबाद से तो फिर फ्रेट का फिर पड़ता नहीं ना लगेगा।" }, { "ucid": "21112178591486231", "idx": 20, "speaker": "agent", "start_s": 54.8, "end_s": 56.1, "text_en": "Yes, freight becomes extra then.", "text_native": "हाँ, फ्रेट एक्स्ट्रा पड़ जाता है तो।" }, { "ucid": "21112178591486231", "idx": 21, "speaker": "customer", "start_s": 56.3, "end_s": 60.8, "text_en": "Yes, so you tell me what you have available in Ludhiana, which grade it is. I will definitely take something.", "text_native": "हाँ तो आप लुधियाना में बताइए आपके पास क्या available है, कौन सा grade है। मैं कुछ ना कुछ तो ले ही लूंगा।" }, { "ucid": "21112178591486231", "idx": 22, "speaker": "agent", "start_s": 61.5, "end_s": 65.2, "text_en": "Okay. That will work. I will get the inventory checked for Ludhiana once and I will call you back in a little while.", "text_native": "ठीक है। चलेगा। मैं एक बार inventory चेक करवा लेता हूं लुधियाना का और मैं आपको एक बार थोड़ी देर में आपको कॉल करता हूं।" }, { "ucid": "21112178591486231", "idx": 23, "speaker": "customer", "start_s": 65.2, "end_s": 68.8, "text_en": "Yes, and tell me the most competitive price possible. No problem, we will definitely do business.", "text_native": "हाँ, price भी कम से कम competitive बताइएगा। कोई बात नहीं, करेंगे हम काम जरूर करेंगे।" }, { "ucid": "21112178591486231", "idx": 24, "speaker": "agent", "start_s": 69.3, "end_s": 71.8, "text_en": "Definitely sir. I'll check the inventory once and I'll call you.", "text_native": "Definitely sir. मैं एक बार देख लेता हूं inventory और मैं आपको call करता हूं।" }, { "ucid": "21112178591486231", "idx": 25, "speaker": "customer", "start_s": 72.1, "end_s": 72.9, "text_en": "Right right right.", "text_native": "Right right right." } ], "steps": [ { "ucid": "21112178591486231", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "if you are comfortable talking about it?", "comment": "Agent identified self, company, and customer, and then asked for permission to discuss a topic, which the customer granted by engaging." }, { "ucid": "21112178591486231", "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 lead with a price or availability hook; instead, he brought up the customer's past negative experiences with price." }, { "ucid": "21112178591486231", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions about the customer's business, such as what they manufacture, their volume, or current suppliers." }, { "ucid": "21112178591486231", "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 conversation went directly to a base price without any value proposition." }, { "ucid": "21112178591486231", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "What will be your requirement? Which thickness do you need?", "comment": "Agent attempted to qualify but failed to capture specific grade, width, or quantity, only getting a location and a broad thickness range." }, { "ucid": "21112178591486231", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will get the inventory checked for Ludhiana once and I will call you back in a little while.", "comment": "Agent committed to a clear next step of checking local inventory and calling the customer back, which the customer agreed to." } ], "objections": [ { "ucid": "21112178591486231", "obj_type": "price", "state": "mishandled", "evidence": "Sir, it's just the difference in the rate. What is your rate now for Ludhiana?", "response": "Fifty six seven fifty, this is the base price. ... Freight is separate." }, { "ucid": "21112178591486231", "obj_type": "send_price_will_think", "state": "handled", "evidence": "You tell me what is available in Ludhiana. I will take something or the other from it if the price is right.", "response": "I will get the inventory checked for Ludhiana once and I will call you back in a little while." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }