{ "ucid": "21112178591640241", "call_date": "2026-08-05", "start_time": "1899-12-30 13:23:22", "end_time": "1899-12-30 13:25:15", "duration_sec": 113, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcd55bcc5d76e06cc15c861159d550cf6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 177, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178591640241__DIAcd55bcc5d76e06cc15c861159d550cf6.mp3", "audio_bytes": 271080, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 90.36, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello (હલો)\n[1s] AGENT: Hello (હલો)\n[2s] CUSTOMER: Hmm (હમ)\n[3s] AGENT: Nitesh bhai? (નિતેશભાઈ?)\n[4s] CUSTOMER: Yes, who is speaking? (હા, કોણ બોલો?)\n[4s] AGENT: Sir, I am speaking from JSW One MSME, Jindal Steel Works Mumbai. (સરજી, JSW One MSME થી વાત કરું છું, જિંદાલ સ્ટીલ વર્ક્સ મુંબઈ.)\n[7s] CUSTOMER: Yes, tell me. (હા, બોલોને.)\n[8s] AGENT: Uh sir, I had called you to ask if you are planning to purchase HR this month? (અ માલિક મેં તમને કોલ કરેલો પૂછવા માટે કે આ month માં planning કરો છો સાહેબ purchase ની HR માં?)\n[12s] CUSTOMER: No, not in HR, but we had talked, right? I need 2500 by 5 mm. Can I get it in coil or plate? (ના, HR માં નથી પણ મેં આપણે વાત થઈ'તી ને મારે પચ્ચીસો બાય ફાઈવ mm જોઈએ છે. Coil માં કે plate માં તો મળી જાય?)\n[17s] AGENT: You are saying 5 by 2500? (ફાઈવ બાય ટ્વેન્ટી ફાઈવ હન્ડ્રેડ કયો છો તમે?)\n[19s] CUSTOMER: Yes, two no 2500 by 5 mm. (હા, ટુ ના ટ્વેન્ટી ફાઈવ હન્ડ્રેડ બાય ફાઈવ mm.)\n[21s] AGENT: 5 mm by 2500, actually sir, we'll have to place an MTO. I won't have it in ready stock. That's 100% sure. But we can place an MTO. What tons, what quantity will you need in coil, sir? (ફાઈવ mm બાય ટ્વેન્ટી ફાઈવ એક્ચ્યુલી સાહેબ MTO લગાડવું પડે. રેડી સ્ટોકમાં તો નહીં જોયે મારા પાસે. હન્ડ્રેડ પર્સેન્ટ છે. બટ MTO લગાડી શકીએ. શું ટન્સ, કેટલી ક્વોન્ટિટી લાગશે સાહેબ તમને કોઈલમાં?)\n[28s] CUSTOMER: Around 25 tons. (પચ્ચીસ એક ટન.)\n[29s] AGENT: So one coil, to be precise. (એટલે એક કોઈલ ટુ બી પ્રિસાઈઝ.)\n[31s] CUSTOMER: Yes, to be one coil. (હા, ટુ બી એક કોઈલ.)\n[32s] AGENT: I'll check once, sir, and let you know about this, if it's available. (હું એક વાર ચેક કરી દઉં સાહેબ અને તમને જણાવી દઉં આના ઉપર કે મળતી હોય તો.)\n[35s] CUSTOMER: And you will cut it to length and give it, right? (અને કટ લેન્થ તમે કાપીને આપશો ને?)\n[37s] AGENT: Yes, you will get the length. That is completely okay. I just need to check if I can get lower thickness in 2500 width. Because what happens is, the sheet becomes thin in it. So it becomes a bit of an issue to make it. (હા, લેન્થ તમને મળી જશે. ધેટ ઇસ કમ્પલીટલી ઓકે. ખાલી મને પચ્ચીસોની વિડ્થમાં લોઅર થીકનેસ મળશે કે મને ખાલી ઈ ચેક કરવી છે. કેમકે શું હોય, ચાદર પાતળી થઈ જાય ને એના અંદર. સો થોડું ઈશ્યુ થઈ જાય બનાવવામાં.)\n[43s] CUSTOMER: Okay, then call me. (હા તો મને ફોન કરજો.)\n[44s] AGENT: Yes, yes, I will let you know. And where will this delivery be needed, sir? (યસ, યસ, હું તમને જણાવી દઉં. અને આ ડિલિવરી ક્યાં લાગશે માલિક તમને?)\n[46s] CUSTOMER: Changodar, Ahmedabad. (ચાંગોદર, અમદાવાદ.)\n[48s] AGENT: You'll need it in Changodar itself, right? (ચાંગોદરમાં જ જોશે ને?)\n[49s] CUSTOMER: Yes. (હા.)\n[49s] AGENT: Okay. Okay, I'll check and let you know, sir. (ઠીક છે. ઠીક છે, હું ચેક કરીને જણાવું સાહેબ તમને.)\n[51s] CUSTOMER: Yes, okay. Yeah. (હા, ઓકે. યા.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 25, "connected": 1, "audio_notes": "clear: There is a slight echo on the customer's side.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "25 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You missed the opener and hook, which allowed the customer to take control. Always secure permission and lead with your hook to set the call's direction.", "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 requires 5mm thickness in 2500mm width, which agent identifies as a non-standard spec that is difficult to produce and requires an MTO.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer immediately stated a specific need for 25 tons of 5mm x 2500mm HR material. The agent correctly identified this as a non-standard specification requiring a special factory order (MTO) and not available in ready stock. The call concluded with the agent promising to check production feasibility and call the customer back.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am speaking from JSW One MSME, Jindal Steel Works Mumbai. Uh sir, I had called you to ask if you are planning to purchase HR this month?\", \"comment\": \"agent identified self and company but did not ask for permission to speak\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"agent did not deliver a hook, instead asking directly about purchase plans\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"what quantity will you need in coil, sir?\", \"comment\": \"agent only asked about quantity for the specific requirement, missing all other discovery points\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"no USPs were pitched as the conversation was purely transactional\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I need 2500 by 5 mm... Around 25 tons... Changodar, Ahmedabad.\", \"comment\": \"agent successfully captured the key details of the customer's inbound requirement\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I'll check and let you know, sir.\", \"comment\": \"agent committed to a clear next step of checking availability and calling back\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opener and hook, which allowed the customer to take control. Always secure permission and lead with your hook to set the call's direction.\", \"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 requires 5mm thickness in 2500mm width, which agent identifies as a non-standard spec that is difficult to produce and requires an MTO.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer immediately stated a specific need for 25 tons of 5mm x 2500mm HR material. The agent correctly identified this as a non-standard specification requiring a special factory order (MTO) and not available in ready stock. The call concluded with the agent promising to check production feasibility and call the customer back.\"}", "error": null, "latency_ms": 35065, "input_tokens": 3652, "output_tokens": 779, "created_at": "2026-09-25 10:56:23", "sentiment": "neutral", "sentiment_score": 0.04, "sentiment_confidence": "high", "pos": 1, "neg": 1, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.664, "agent_talk_sec": 30.8, "customer_talk_sec": 15.6, "dead_air_sec": 66.6, "longest_monologue_sec": 6.6, "agent_wpm": 333.1, "interruptions": 0, "agent_turns": 12, "customer_turns": 13, "discovery_qs": 6, "words_agent": 171, "words_customer": 68, "monologue_heavy": 0, "turns": [ { "ucid": "21112178591640241", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.83, "text_en": "Hello", "text_native": "હલો" }, { "ucid": "21112178591640241", "idx": 1, "speaker": "agent", "start_s": 1.23, "end_s": 1.63, "text_en": "Hello", "text_native": "હલો" }, { "ucid": "21112178591640241", "idx": 2, "speaker": "customer", "start_s": 2.0, "end_s": 2.24, "text_en": "Hmm", "text_native": "હમ" }, { "ucid": "21112178591640241", "idx": 3, "speaker": "agent", "start_s": 2.64, "end_s": 3.14, "text_en": "Nitesh bhai?", "text_native": "નિતેશભાઈ?" }, { "ucid": "21112178591640241", "idx": 4, "speaker": "customer", "start_s": 3.7, "end_s": 4.34, "text_en": "Yes, who is speaking?", "text_native": "હા, કોણ બોલો?" }, { "ucid": "21112178591640241", "idx": 5, "speaker": "agent", "start_s": 4.4, "end_s": 7.2, "text_en": "Sir, I am speaking from JSW One MSME, Jindal Steel Works Mumbai.", "text_native": "સરજી, JSW One MSME થી વાત કરું છું, જિંદાલ સ્ટીલ વર્ક્સ મુંબઈ." }, { "ucid": "21112178591640241", "idx": 6, "speaker": "customer", "start_s": 7.2, "end_s": 7.8, "text_en": "Yes, tell me.", "text_native": "હા, બોલોને." }, { "ucid": "21112178591640241", "idx": 7, "speaker": "agent", "start_s": 8.04, "end_s": 11.84, "text_en": "Uh sir, I had called you to ask if you are planning to purchase HR this month?", "text_native": "અ માલિક મેં તમને કોલ કરેલો પૂછવા માટે કે આ month માં planning કરો છો સાહેબ purchase ની HR માં?" }, { "ucid": "21112178591640241", "idx": 8, "speaker": "customer", "start_s": 12.1, "end_s": 16.8, "text_en": "No, not in HR, but we had talked, right? I need 2500 by 5 mm. Can I get it in coil or plate?", "text_native": "ના, HR માં નથી પણ મેં આપણે વાત થઈ'તી ને મારે પચ્ચીસો બાય ફાઈવ mm જોઈએ છે. Coil માં કે plate માં તો મળી જાય?" }, { "ucid": "21112178591640241", "idx": 9, "speaker": "agent", "start_s": 17.24, "end_s": 18.54, "text_en": "You are saying 5 by 2500?", "text_native": "ફાઈવ બાય ટ્વેન્ટી ફાઈવ હન્ડ્રેડ કયો છો તમે?" }, { "ucid": "21112178591640241", "idx": 10, "speaker": "customer", "start_s": 18.7, "end_s": 20.8, "text_en": "Yes, two no 2500 by 5 mm.", "text_native": "હા, ટુ ના ટ્વેન્ટી ફાઈવ હન્ડ્રેડ બાય ફાઈવ mm." }, { "ucid": "21112178591640241", "idx": 11, "speaker": "agent", "start_s": 21.2, "end_s": 27.8, "text_en": "5 mm by 2500, actually sir, we'll have to place an MTO. I won't have it in ready stock. That's 100% sure. But we can place an MTO. What tons, what quantity will you need in coil, sir?", "text_native": "ફાઈવ mm બાય ટ્વેન્ટી ફાઈવ એક્ચ્યુલી સાહેબ MTO લગાડવું પડે. રેડી સ્ટોકમાં તો નહીં જોયે મારા પાસે. હન્ડ્રેડ પર્સેન્ટ છે. બટ MTO લગાડી શકીએ. શું ટન્સ, કેટલી ક્વોન્ટિટી લાગશે સાહેબ તમને કોઈલમાં?" }, { "ucid": "21112178591640241", "idx": 12, "speaker": "customer", "start_s": 28.1, "end_s": 29.1, "text_en": "Around 25 tons.", "text_native": "પચ્ચીસ એક ટન." }, { "ucid": "21112178591640241", "idx": 13, "speaker": "agent", "start_s": 29.4, "end_s": 30.6, "text_en": "So one coil, to be precise.", "text_native": "એટલે એક કોઈલ ટુ બી પ્રિસાઈઝ." }, { "ucid": "21112178591640241", "idx": 14, "speaker": "customer", "start_s": 30.7, "end_s": 31.6, "text_en": "Yes, to be one coil.", "text_native": "હા, ટુ બી એક કોઈલ." }, { "ucid": "21112178591640241", "idx": 15, "speaker": "agent", "start_s": 32.0, "end_s": 34.8, "text_en": "I'll check once, sir, and let you know about this, if it's available.", "text_native": "હું એક વાર ચેક કરી દઉં સાહેબ અને તમને જણાવી દઉં આના ઉપર કે મળતી હોય તો." }, { "ucid": "21112178591640241", "idx": 16, "speaker": "customer", "start_s": 35.0, "end_s": 36.5, "text_en": "And you will cut it to length and give it, right?", "text_native": "અને કટ લેન્થ તમે કાપીને આપશો ને?" }, { "ucid": "21112178591640241", "idx": 17, "speaker": "agent", "start_s": 36.7, "end_s": 43.0, "text_en": "Yes, you will get the length. That is completely okay. I just need to check if I can get lower thickness in 2500 width. Because what happens is, the sheet becomes thin in it. So it becomes a bit of an issue to make it.", "text_native": "હા, લેન્થ તમને મળી જશે. ધેટ ઇસ કમ્પલીટલી ઓકે. ખાલી મને પચ્ચીસોની વિડ્થમાં લોઅર થીકનેસ મળશે કે મને ખાલી ઈ ચેક કરવી છે. કેમકે શું હોય, ચાદર પાતળી થઈ જાય ને એના અંદર. સો થોડું ઈશ્યુ થઈ જાય બનાવવામાં." }, { "ucid": "21112178591640241", "idx": 18, "speaker": "customer", "start_s": 43.0, "end_s": 43.8, "text_en": "Okay, then call me.", "text_native": "હા તો મને ફોન કરજો." }, { "ucid": "21112178591640241", "idx": 19, "speaker": "agent", "start_s": 43.8, "end_s": 46.2, "text_en": "Yes, yes, I will let you know. And where will this delivery be needed, sir?", "text_native": "યસ, યસ, હું તમને જણાવી દઉં. અને આ ડિલિવરી ક્યાં લાગશે માલિક તમને?" }, { "ucid": "21112178591640241", "idx": 20, "speaker": "customer", "start_s": 46.4, "end_s": 47.5, "text_en": "Changodar, Ahmedabad.", "text_native": "ચાંગોદર, અમદાવાદ." }, { "ucid": "21112178591640241", "idx": 21, "speaker": "agent", "start_s": 47.7, "end_s": 48.6, "text_en": "You'll need it in Changodar itself, right?", "text_native": "ચાંગોદરમાં જ જોશે ને?" }, { "ucid": "21112178591640241", "idx": 22, "speaker": "customer", "start_s": 48.7, "end_s": 49.0, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178591640241", "idx": 23, "speaker": "agent", "start_s": 49.2, "end_s": 51.0, "text_en": "Okay. Okay, I'll check and let you know, sir.", "text_native": "ઠીક છે. ઠીક છે, હું ચેક કરીને જણાવું સાહેબ તમને." }, { "ucid": "21112178591640241", "idx": 24, "speaker": "customer", "start_s": 51.3, "end_s": 52.2, "text_en": "Yes, okay. Yeah.", "text_native": "હા, ઓકે. યા." } ], "steps": [ { "ucid": "21112178591640241", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I am speaking from JSW One MSME, Jindal Steel Works Mumbai. Uh sir, I had called you to ask if you are planning to purchase HR this month?", "comment": "agent identified self and company but did not ask for permission to speak" }, { "ucid": "21112178591640241", "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 hook, instead asking directly about purchase plans" }, { "ucid": "21112178591640241", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "what quantity will you need in coil, sir?", "comment": "agent only asked about quantity for the specific requirement, missing all other discovery points" }, { "ucid": "21112178591640241", "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 conversation was purely transactional" }, { "ucid": "21112178591640241", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I need 2500 by 5 mm... Around 25 tons... Changodar, Ahmedabad.", "comment": "agent successfully captured the key details of the customer's inbound requirement" }, { "ucid": "21112178591640241", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Okay, I'll check and let you know, sir.", "comment": "agent committed to a clear next step of checking availability and calling back" } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }