{ "ucid": "21112178834634781", "call_date": "2026-09-02", "start_time": "2026-09-02 16:22:27", "end_time": "2026-09-02 16:24:03", "duration_sec": 96, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Interested", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA54b934768f790218daca3e6769d9a242.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1224, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178834634781__DIA54b934768f790218daca3e6769d9a242.mp3", "audio_bytes": 203472, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 67.824, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Is this Rajabali ji speaking? (ये राजाबली जी से बात हो रही है?)\n[3s] CUSTOMER: Yes, speak. (हां जी बोलिए।)\n[4s] AGENT: Yes, this is Raunak Mehta speaking from JSW One. (जी रौनक मेहता बात कर रहा हूं JSW One से।)\n[6s] CUSTOMER: Yes. (हां।)\n[6s] AGENT: Your Wheel Traders account was on our portal, so were you planning any procurement? Metal sheets, coils? (आप व्हील ट्रेडर्स का अकाउंट हमारे पोर्टल पे था, तो कुछ प्लान कर रहे थे प्रोक्योरमेंट का? मेटल शीट्स, कॉइल्स?)\n[10s] CUSTOMER: Yes, we have requirements, we have GI requirements. (हां हमारी रिक्वायरमेंट रहती है, जीआई रिक्वायरमेंट रहती है।)\n[12s] AGENT: Okay. How much do you procure in a month? (ओके। कितना महीने का क्या प्रोक्योरमेंट करते हैं आप महीने में?)\n[15s] CUSTOMER: No, not much, ours is a small MSME unit, a micro unit. (नहीं ज्यादा नहीं, हमारा छोटा एमएसएमई यूनिट है, माइक्रो यूनिट है।)\n[18s] CUSTOMER: Our requirement is for about one ton, not more. That's why I just said that you wouldn't take action on such a small amount. (एक आध टन की हमारी रिक्वायरमेंट रहती है, ज्यादा नहीं रहती। इसीलिए खाली ऐसे ही अभी मैंने बोला कि आप इतना एक्शन वाला तो काम करोगे नहीं।)\n[21s] AGENT: No, our minimum, minimum is above five tons, sir. (नहीं, हमारा मिनिमम, मिनिमम पांच टन के अबव ऊपर ही है हमारा सर।)\n[24s] CUSTOMER: That's why I didn't follow up with you there. (इसीलिए से मैंने आपको फॉलो अप नहीं किया वहां पे।)\n[26s] AGENT: Do you have a requirement for HR now? HR sheets or coil? (अभी एचआर का रिक्वायरमेंट आता है आपको? एचआर शीट्स या कॉइल में?)\n[27s] CUSTOMER: No, not for HR, at most it's for GI. (नहीं एचआर का नहीं होता, ज्यादा से ज्यादा जीआई का रहता है।)\n[29s] AGENT: So now if something big... (तो अभी कुछ अगर बड़ा कुछ...)\n[30s] CUSTOMER: Color coating and GI. Both color coating and GI, sir. (कलर कोटिंग और जीआई। कलर कोटिंग और जीआई दोनों रहता है सर।)\n[32s] AGENT: Okay. If a large requirement comes up, tell us directly, we will cater it directly from JSW for you. (अच्छा। कुछ अगर बड़ा रिक्वायरमेंट आता है तो डायरेक्ट बताइए, डायरेक्ट जेएसडब्ल्यू से केटर कर देंगे आपको।)\n[36s] CUSTOMER: Okay sir, okay. I'll save your phone number, sir. (ठीक है सर, ठीक है। आपका फोन नंबर मैं सेव कर लेता हूं सर।)\n[38s] AGENT: I'll ping you on WhatsApp, you can save that number, okay? (मैं पिंग करता हूं आपको WhatsApp पे, वो नंबर आप सेव करके रख लीजिएगा, ठीक है?)\n[41s] CUSTOMER: Yes yes, thank you sir, thank you. (जी जी, थैंक यू सर, थैंक यू।)\n[42s] AGENT: Okay, thank you. (ओके, थैंक यू।)\n[43s] UNKNOWN: One of mine is done. (मेरा एक तो अपना हो गया।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "noisy: Background chatter from a call center environment is present throughout the recording.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "22 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": "new_registration", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer's immediate need is below MOQ, don't end the conversation; complete discovery and educate them on the platform's value to win future, larger orders.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant from a micro-MSME. The customer expressed a need for GI and Color Coated steel but only for one ton, which is below the agent's stated minimum of five tons. The agent did not explore the requirement further and ended the call by offering to send a WhatsApp message for future contact.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your Wheel Traders account was on our portal, so were you planning any procurement? Metal sheets, coils?\", \"comment\": \"The agent correctly referenced the customer's portal registration and used a soft, non-pushy opening question.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Only confirmed name/company; did not ask for procurement city, decision-making involvement, or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 3, \"evidence\": \"\", \"comment\": \"Only asked about monthly tonnage; other information was volunteered by the customer, but the agent did not probe further on key discovery points.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No explanation of the platform's value propositions (pricing, TC, availability) was provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Customer stated a GI/Color Coated requirement, but the agent did not capture specs and instead deflected due to the low quantity.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague 'I'll ping you on WhatsApp' which is not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's immediate need is below MOQ, don't end the conversation; complete discovery and educate them on the platform's value to win future, larger orders.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant from a micro-MSME. The customer expressed a need for GI and Color Coated steel but only for one ton, which is below the agent's stated minimum of five tons. The agent did not explore the requirement further and ended the call by offering to send a WhatsApp message for future contact.\"}", "error": null, "latency_ms": 40746, "input_tokens": 3423, "output_tokens": 739, "created_at": "2026-09-25 11:47:59", "sentiment": "positive", "sentiment_score": 0.527, "sentiment_confidence": "high", "pos": 14, "neg": 5, "lex_hits": 15, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.541, "agent_talk_sec": 21.1, "customer_talk_sec": 17.9, "dead_air_sec": 57.0, "longest_monologue_sec": 3.7, "agent_wpm": 281.5, "interruptions": 0, "agent_turns": 10, "customer_turns": 11, "discovery_qs": 7, "words_agent": 99, "words_customer": 92, "monologue_heavy": 0, "turns": [ { "ucid": "21112178834634781", "idx": 0, "speaker": "customer", "start_s": 0.7, "end_s": 1.08, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178834634781", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 2.8, "text_en": "Is this Rajabali ji speaking?", "text_native": "ये राजाबली जी से बात हो रही है?" }, { "ucid": "21112178834634781", "idx": 2, "speaker": "customer", "start_s": 3.1, "end_s": 3.6, "text_en": "Yes, speak.", "text_native": "हां जी बोलिए।" }, { "ucid": "21112178834634781", "idx": 3, "speaker": "agent", "start_s": 3.7, "end_s": 5.7, "text_en": "Yes, this is Raunak Mehta speaking from JSW One.", "text_native": "जी रौनक मेहता बात कर रहा हूं JSW One से।" }, { "ucid": "21112178834634781", "idx": 4, "speaker": "customer", "start_s": 6.1, "end_s": 6.3, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178834634781", "idx": 5, "speaker": "agent", "start_s": 6.5, "end_s": 10.2, "text_en": "Your Wheel Traders account was on our portal, so were you planning any procurement? Metal sheets, coils?", "text_native": "आप व्हील ट्रेडर्स का अकाउंट हमारे पोर्टल पे था, तो कुछ प्लान कर रहे थे प्रोक्योरमेंट का? मेटल शीट्स, कॉइल्स?" }, { "ucid": "21112178834634781", "idx": 6, "speaker": "customer", "start_s": 10.2, "end_s": 12.3, "text_en": "Yes, we have requirements, we have GI requirements.", "text_native": "हां हमारी रिक्वायरमेंट रहती है, जीआई रिक्वायरमेंट रहती है।" }, { "ucid": "21112178834634781", "idx": 7, "speaker": "agent", "start_s": 12.5, "end_s": 14.7, "text_en": "Okay. How much do you procure in a month?", "text_native": "ओके। कितना महीने का क्या प्रोक्योरमेंट करते हैं आप महीने में?" }, { "ucid": "21112178834634781", "idx": 8, "speaker": "customer", "start_s": 14.7, "end_s": 17.0, "text_en": "No, not much, ours is a small MSME unit, a micro unit.", "text_native": "नहीं ज्यादा नहीं, हमारा छोटा एमएसएमई यूनिट है, माइक्रो यूनिट है।" }, { "ucid": "21112178834634781", "idx": 9, "speaker": "customer", "start_s": 17.5, "end_s": 21.2, "text_en": "Our requirement is for about one ton, not more. That's why I just said that you wouldn't take action on such a small amount.", "text_native": "एक आध टन की हमारी रिक्वायरमेंट रहती है, ज्यादा नहीं रहती। इसीलिए खाली ऐसे ही अभी मैंने बोला कि आप इतना एक्शन वाला तो काम करोगे नहीं।" }, { "ucid": "21112178834634781", "idx": 10, "speaker": "agent", "start_s": 21.2, "end_s": 23.7, "text_en": "No, our minimum, minimum is above five tons, sir.", "text_native": "नहीं, हमारा मिनिमम, मिनिमम पांच टन के अबव ऊपर ही है हमारा सर।" }, { "ucid": "21112178834634781", "idx": 11, "speaker": "customer", "start_s": 23.7, "end_s": 25.3, "text_en": "That's why I didn't follow up with you there.", "text_native": "इसीलिए से मैंने आपको फॉलो अप नहीं किया वहां पे।" }, { "ucid": "21112178834634781", "idx": 12, "speaker": "agent", "start_s": 25.6, "end_s": 27.4, "text_en": "Do you have a requirement for HR now? HR sheets or coil?", "text_native": "अभी एचआर का रिक्वायरमेंट आता है आपको? एचआर शीट्स या कॉइल में?" }, { "ucid": "21112178834634781", "idx": 13, "speaker": "customer", "start_s": 27.4, "end_s": 29.2, "text_en": "No, not for HR, at most it's for GI.", "text_native": "नहीं एचआर का नहीं होता, ज्यादा से ज्यादा जीआई का रहता है।" }, { "ucid": "21112178834634781", "idx": 14, "speaker": "agent", "start_s": 29.4, "end_s": 30.3, "text_en": "So now if something big...", "text_native": "तो अभी कुछ अगर बड़ा कुछ..." }, { "ucid": "21112178834634781", "idx": 15, "speaker": "customer", "start_s": 30.3, "end_s": 32.2, "text_en": "Color coating and GI. Both color coating and GI, sir.", "text_native": "कलर कोटिंग और जीआई। कलर कोटिंग और जीआई दोनों रहता है सर।" }, { "ucid": "21112178834634781", "idx": 16, "speaker": "agent", "start_s": 32.5, "end_s": 35.9, "text_en": "Okay. If a large requirement comes up, tell us directly, we will cater it directly from JSW for you.", "text_native": "अच्छा। कुछ अगर बड़ा रिक्वायरमेंट आता है तो डायरेक्ट बताइए, डायरेक्ट जेएसडब्ल्यू से केटर कर देंगे आपको।" }, { "ucid": "21112178834634781", "idx": 17, "speaker": "customer", "start_s": 36.1, "end_s": 38.2, "text_en": "Okay sir, okay. I'll save your phone number, sir.", "text_native": "ठीक है सर, ठीक है। आपका फोन नंबर मैं सेव कर लेता हूं सर।" }, { "ucid": "21112178834634781", "idx": 18, "speaker": "agent", "start_s": 38.2, "end_s": 40.8, "text_en": "I'll ping you on WhatsApp, you can save that number, okay?", "text_native": "मैं पिंग करता हूं आपको WhatsApp पे, वो नंबर आप सेव करके रख लीजिएगा, ठीक है?" }, { "ucid": "21112178834634781", "idx": 19, "speaker": "customer", "start_s": 40.8, "end_s": 42.1, "text_en": "Yes yes, thank you sir, thank you.", "text_native": "जी जी, थैंक यू सर, थैंक यू।" }, { "ucid": "21112178834634781", "idx": 20, "speaker": "agent", "start_s": 42.2, "end_s": 42.8, "text_en": "Okay, thank you.", "text_native": "ओके, थैंक यू।" }, { "ucid": "21112178834634781", "idx": 21, "speaker": "unknown", "start_s": 43.0, "end_s": 44.8, "text_en": "One of mine is done.", "text_native": "मेरा एक तो अपना हो गया।" } ], "steps": [ { "ucid": "21112178834634781", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Your Wheel Traders account was on our portal, so were you planning any procurement? Metal sheets, coils?", "comment": "The agent correctly referenced the customer's portal registration and used a soft, non-pushy opening question." }, { "ucid": "21112178834634781", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Only confirmed name/company; did not ask for procurement city, decision-making involvement, or best contact details." }, { "ucid": "21112178834634781", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 3, "evidence": "", "comment": "Only asked about monthly tonnage; other information was volunteered by the customer, but the agent did not probe further on key discovery points." }, { "ucid": "21112178834634781", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No explanation of the platform's value propositions (pricing, TC, availability) was provided." }, { "ucid": "21112178834634781", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Customer stated a GI/Color Coated requirement, but the agent did not capture specs and instead deflected due to the low quantity." }, { "ucid": "21112178834634781", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended with a vague 'I'll ping you on WhatsApp' which is not one of the three required closure outcomes." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }