{ "ucid": "21112178841399352", "call_date": "2026-09-03", "start_time": "2026-09-03 11:09:53", "end_time": "2026-09-03 11:12:11", "duration_sec": 138, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbd092be98a86bae4a3661eba94af7022.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1150, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841399352__DIAbd092be98a86bae4a3661eba94af7022.mp3", "audio_bytes": 362016, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 120.672, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello (हेलो)\n[6s] AGENT: Hello (हेलो)\n[7s] AGENT: Uh, am I speaking with Shashank Shukla ji? (अह शशांक शुक्ला जी से बात हो रही है?)\n[9s] CUSTOMER: Yes. (जी।)\n[10s] AGENT: Yes, this is Raunak Mehta speaking from JSW One. You had registered a new account. Were you planning something in materials, like metal sheets, coils, something like that? (जी रौनक मेहता बात कर रहा हूं JSW One से। आपका new account आपने register किया था। कुछ plan कर रहे थे क्या material में, metal sheets, coils में ऐसा कुछ?)\n[16s] CUSTOMER: Uh no, my shop is actually for building materials. So for that (अह नहीं मैं बिल्डिंग मटेरियल की है एक्चुअली मेरी शॉप। तो उसके लिए)\n[20s] AGENT: Do you do any fabrication work? (कुछ फैब्रिकेशन वर्क का काम करते हैं क्या आप?)\n[21s] CUSTOMER: Yes yes, cement, rods and all these... all these things. (जी जी, सीमेंट, सरिया और इनके सभी इन सभी चीजों को।)\n[24s] AGENT: Okay. Do you need HR sheets, coils? CR, HR? (ओके। HR की शीट्स, कॉइल्स लगती है आपको? CR, HR?)\n[27s] CUSTOMER: No, I don't need those. (नहीं, उनकी तो नहीं लगती।)\n[29s] AGENT: Okay. And how many tons do you take? How much material do you need per month? (ओके। और कितना टन लेते हैं आपको? माल कितना लगता है महीने का?)\n[32s] CUSTOMER: Per month... we are just starting now. We have just started. So right now there's nothing, and there's also a flood at this time, so there isn't much. (महीने का अभी हम लोग की स्टार्टिंग है। अभी हमने स्टार्टिंग करी। तो अभी तो कुछ है नहीं और इस टाइम फ्लड भी आ रखा है तो इसलिए कुछ ज्यादा है नहीं।)\n[39s] AGENT: Okay. So you don't have any requirement right now, do you? (ठीक है। तो अभी कुछ रिक्वायरमेंट तो नहीं है ना आपका?)\n[41s] CUSTOMER: No no, not right now. (नहीं नहीं, अभी तो नहीं है।)\n[42s] CUSTOMER: What, what... are you speaking from an app, is it business related or what? (क्या क्या आप मतलब क्या ऐप की तरफ से बोल रहे हैं बिजनेस मतलब रिलेटेड है क्या?)\n[45s] AGENT: No, I'm speaking directly from JSW, sir. The material that you would need, like rods, TMT bars, okay? Yes yes yes yes. Then there are MS sheets, coils, then there is PPGL, so we provide all these things to you. Our MOQ is a minimum of five tons, sir. It comes to you directly from the company. There's no one in between. Yes. (नहीं, डायरेक्ट JSW से बात कर रहा हूं सर। वो जो मटेरियल लगता होगा ना, जैसे रॉड्स हो गए, टीएमटी बार्स हो गई, ओके? हां हां हां हां। फिर एमएस की शीट्स, कॉइल्स होती है, फिर पीपीजीएल होता है, तो ये सारी चीजें हम आपको देते हैं। हमारा एमओक्यू जो है मिनिमम पांच टन का है सर। डायरेक्टली आपको कंपनी से आती है। बीच में कोई नहीं है। हां।)\n[56s] CUSTOMER: So how will I get the rate for these, for example, if I need cement and rods? (तो इनका रेट कैसा मिलेगा जैसे मुझे सीमेंट का और सरिए का चाहिए?)\n[58s] AGENT: See sir, the rate is volatile, okay? So if you tell me the requirement for a specific item, I will tell you its rate. You will get a quotation for that item. If there is no immediate procurement, then there's no point in giving the pricing, right? (देखिए सर, रेट जो है वोलेटाइल है, ओके? तो अभी रिक्वायरमेंट जिस चीज का है अगर आप वो बताएंगे तो मैं उसका आपको रेट बताऊंगा। आपको कोटेशन आएगा उस चीज का। अगर तुरंत प्रोक्योरमेंट नहीं है तो फिर वो प्राइसिंग देके मतलब ही नहीं रहेगा ना?)\n[66s] CUSTOMER: Hmm hmm. Okay, as soon as this season ends, we'll talk after that. (हम्म हम्म। ठीक है, जैसे ही ये सीजन खत्म होता है उसके बाद बात करते हैं हम।)\n[69s] AGENT: I'll ping you on WhatsApp and keep it there. If you need anything in between or have a reference, just let me know, I'll get it done. (मैं आपको WhatsApp पे पिंग करके रखता हूं। बीच में कभी लगे या कुछ रेफरेंस है तो बता दीजिएगा, मैं करा दूंगा।)\n[74s] CUSTOMER: Okay, okay. Alright. (ओके, ओके। ठीक है।)\n[75s] AGENT: Alright? Okay, bye. (ठीक है? ओके, बाय।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: The audio is clear with minimal background noise.", "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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer defers due to a temporary situation like the flood, acknowledge it and then propose a specific date to reconnect, for example, 'Understood, shall I call you back in the first week of October to check in?'.", "usp_relevance": "matched", "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": 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 who runs a building materials shop. The customer confirmed he is just starting his business and has no immediate requirement due to local flooding. He expressed interest in cement and rods. The agent explained the direct-from-JSW model and the 5-ton MOQ, but failed to secure a specific follow-up date, ending the call with a vague promise to 'ping on WhatsApp'.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, this is Raunak Mehta speaking from JSW One. You had registered a new account.\", \"comment\": \"The agent provided a warm welcome, stated the reason for the call, and opened with a soft question.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Uh, am I speaking with Shashank Shukla ji?\", \"comment\": \"Only verified the customer's name (1 of 4 questions), failing to ask about city, procurement role, or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 3, \"evidence\": \"And how many tons do you take? How much material do you need per month?\", \"comment\": \"Only asked about business type, application, and monthly tonnage (3 of 8 questions), falling below the 'partial' threshold.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"It comes to you directly from the company. There's no one in between.\", \"comment\": \"The agent explained the core value proposition of the JSW One model (direct supply), which fulfills the intent of this step.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"While the agent confirmed there was no current requirement, he failed to schedule a specific callback date, instead leaving it open-ended.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a walkthrough scheduled; the closure was a vague 'I'll ping you on WhatsApp'.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer defers due to a temporary situation like the flood, acknowledge it and then propose a specific date to reconnect, for example, 'Understood, shall I call you back in the first week of October to check in?'.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant who runs a building materials shop. The customer confirmed he is just starting his business and has no immediate requirement due to local flooding. He expressed interest in cement and rods. The agent explained the direct-from-JSW model and the 5-ton MOQ, but failed to secure a specific follow-up date, ending the call with a vague promise to 'ping on WhatsApp'.\"}", "error": null, "latency_ms": 46231, "input_tokens": 3737, "output_tokens": 828, "created_at": "2026-09-25 11:44:38", "sentiment": "negative", "sentiment_score": -0.153, "sentiment_confidence": "high", "pos": 4, "neg": 8, "lex_hits": 14, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.615, "agent_talk_sec": 39.2, "customer_talk_sec": 24.5, "dead_air_sec": 74.3, "longest_monologue_sec": 10.4, "agent_wpm": 335.2, "interruptions": 0, "agent_turns": 11, "customer_turns": 11, "discovery_qs": 12, "words_agent": 219, "words_customer": 109, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841399352", "idx": 0, "speaker": "customer", "start_s": 5.1, "end_s": 5.5, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178841399352", "idx": 1, "speaker": "agent", "start_s": 6.4, "end_s": 6.8, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178841399352", "idx": 2, "speaker": "agent", "start_s": 7.2, "end_s": 8.6, "text_en": "Uh, am I speaking with Shashank Shukla ji?", "text_native": "अह शशांक शुक्ला जी से बात हो रही है?" }, { "ucid": "21112178841399352", "idx": 3, "speaker": "customer", "start_s": 9.0, "end_s": 9.3, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178841399352", "idx": 4, "speaker": "agent", "start_s": 9.6, "end_s": 15.8, "text_en": "Yes, this is Raunak Mehta speaking from JSW One. You had registered a new account. Were you planning something in materials, like metal sheets, coils, something like that?", "text_native": "जी रौनक मेहता बात कर रहा हूं JSW One से। आपका new account आपने register किया था। कुछ plan कर रहे थे क्या material में, metal sheets, coils में ऐसा कुछ?" }, { "ucid": "21112178841399352", "idx": 5, "speaker": "customer", "start_s": 16.3, "end_s": 19.5, "text_en": "Uh no, my shop is actually for building materials. So for that", "text_native": "अह नहीं मैं बिल्डिंग मटेरियल की है एक्चुअली मेरी शॉप। तो उसके लिए" }, { "ucid": "21112178841399352", "idx": 6, "speaker": "agent", "start_s": 19.5, "end_s": 20.8, "text_en": "Do you do any fabrication work?", "text_native": "कुछ फैब्रिकेशन वर्क का काम करते हैं क्या आप?" }, { "ucid": "21112178841399352", "idx": 7, "speaker": "customer", "start_s": 21.1, "end_s": 23.8, "text_en": "Yes yes, cement, rods and all these... all these things.", "text_native": "जी जी, सीमेंट, सरिया और इनके सभी इन सभी चीजों को।" }, { "ucid": "21112178841399352", "idx": 8, "speaker": "agent", "start_s": 24.3, "end_s": 26.8, "text_en": "Okay. Do you need HR sheets, coils? CR, HR?", "text_native": "ओके। HR की शीट्स, कॉइल्स लगती है आपको? CR, HR?" }, { "ucid": "21112178841399352", "idx": 9, "speaker": "customer", "start_s": 27.2, "end_s": 28.4, "text_en": "No, I don't need those.", "text_native": "नहीं, उनकी तो नहीं लगती।" }, { "ucid": "21112178841399352", "idx": 10, "speaker": "agent", "start_s": 28.8, "end_s": 31.0, "text_en": "Okay. And how many tons do you take? How much material do you need per month?", "text_native": "ओके। और कितना टन लेते हैं आपको? माल कितना लगता है महीने का?" }, { "ucid": "21112178841399352", "idx": 11, "speaker": "customer", "start_s": 31.6, "end_s": 38.0, "text_en": "Per month... we are just starting now. We have just started. So right now there's nothing, and there's also a flood at this time, so there isn't much.", "text_native": "महीने का अभी हम लोग की स्टार्टिंग है। अभी हमने स्टार्टिंग करी। तो अभी तो कुछ है नहीं और इस टाइम फ्लड भी आ रखा है तो इसलिए कुछ ज्यादा है नहीं।" }, { "ucid": "21112178841399352", "idx": 12, "speaker": "agent", "start_s": 38.7, "end_s": 40.5, "text_en": "Okay. So you don't have any requirement right now, do you?", "text_native": "ठीक है। तो अभी कुछ रिक्वायरमेंट तो नहीं है ना आपका?" }, { "ucid": "21112178841399352", "idx": 13, "speaker": "customer", "start_s": 40.8, "end_s": 41.7, "text_en": "No no, not right now.", "text_native": "नहीं नहीं, अभी तो नहीं है।" }, { "ucid": "21112178841399352", "idx": 14, "speaker": "customer", "start_s": 41.7, "end_s": 44.5, "text_en": "What, what... are you speaking from an app, is it business related or what?", "text_native": "क्या क्या आप मतलब क्या ऐप की तरफ से बोल रहे हैं बिजनेस मतलब रिलेटेड है क्या?" }, { "ucid": "21112178841399352", "idx": 15, "speaker": "agent", "start_s": 44.8, "end_s": 55.2, "text_en": "No, I'm speaking directly from JSW, sir. The material that you would need, like rods, TMT bars, okay? Yes yes yes yes. Then there are MS sheets, coils, then there is PPGL, so we provide all these things to you. Our MOQ is a minimum of five tons, sir. It comes to you directly from the company. There's no one in between. Yes.", "text_native": "नहीं, डायरेक्ट JSW से बात कर रहा हूं सर। वो जो मटेरियल लगता होगा ना, जैसे रॉड्स हो गए, टीएमटी बार्स हो गई, ओके? हां हां हां हां। फिर एमएस की शीट्स, कॉइल्स होती है, फिर पीपीजीएल होता है, तो ये सारी चीजें हम आपको देते हैं। हमारा एमओक्यू जो है मिनिमम पांच टन का है सर। डायरेक्टली आपको कंपनी से आती है। बीच में कोई नहीं है। हां।" }, { "ucid": "21112178841399352", "idx": 16, "speaker": "customer", "start_s": 55.7, "end_s": 58.2, "text_en": "So how will I get the rate for these, for example, if I need cement and rods?", "text_native": "तो इनका रेट कैसा मिलेगा जैसे मुझे सीमेंट का और सरिए का चाहिए?" }, { "ucid": "21112178841399352", "idx": 17, "speaker": "agent", "start_s": 58.2, "end_s": 65.8, "text_en": "See sir, the rate is volatile, okay? So if you tell me the requirement for a specific item, I will tell you its rate. You will get a quotation for that item. If there is no immediate procurement, then there's no point in giving the pricing, right?", "text_native": "देखिए सर, रेट जो है वोलेटाइल है, ओके? तो अभी रिक्वायरमेंट जिस चीज का है अगर आप वो बताएंगे तो मैं उसका आपको रेट बताऊंगा। आपको कोटेशन आएगा उस चीज का। अगर तुरंत प्रोक्योरमेंट नहीं है तो फिर वो प्राइसिंग देके मतलब ही नहीं रहेगा ना?" }, { "ucid": "21112178841399352", "idx": 18, "speaker": "customer", "start_s": 66.2, "end_s": 69.3, "text_en": "Hmm hmm. Okay, as soon as this season ends, we'll talk after that.", "text_native": "हम्म हम्म। ठीक है, जैसे ही ये सीजन खत्म होता है उसके बाद बात करते हैं हम।" }, { "ucid": "21112178841399352", "idx": 19, "speaker": "agent", "start_s": 69.4, "end_s": 73.6, "text_en": "I'll ping you on WhatsApp and keep it there. If you need anything in between or have a reference, just let me know, I'll get it done.", "text_native": "मैं आपको WhatsApp पे पिंग करके रखता हूं। बीच में कभी लगे या कुछ रेफरेंस है तो बता दीजिएगा, मैं करा दूंगा।" }, { "ucid": "21112178841399352", "idx": 20, "speaker": "customer", "start_s": 73.9, "end_s": 74.9, "text_en": "Okay, okay. Alright.", "text_native": "ओके, ओके। ठीक है।" }, { "ucid": "21112178841399352", "idx": 21, "speaker": "agent", "start_s": 75.2, "end_s": 76.4, "text_en": "Alright? Okay, bye.", "text_native": "ठीक है? ओके, बाय।" } ], "steps": [ { "ucid": "21112178841399352", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yes, this is Raunak Mehta speaking from JSW One. You had registered a new account.", "comment": "The agent provided a warm welcome, stated the reason for the call, and opened with a soft question." }, { "ucid": "21112178841399352", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Uh, am I speaking with Shashank Shukla ji?", "comment": "Only verified the customer's name (1 of 4 questions), failing to ask about city, procurement role, or best contact details." }, { "ucid": "21112178841399352", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 3, "evidence": "And how many tons do you take? How much material do you need per month?", "comment": "Only asked about business type, application, and monthly tonnage (3 of 8 questions), falling below the 'partial' threshold." }, { "ucid": "21112178841399352", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "It comes to you directly from the company. There's no one in between.", "comment": "The agent explained the core value proposition of the JSW One model (direct supply), which fulfills the intent of this step." }, { "ucid": "21112178841399352", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "While the agent confirmed there was no current requirement, he failed to schedule a specific callback date, instead leaving it open-ended." }, { "ucid": "21112178841399352", "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 without a quote, a specific callback date, or a walkthrough scheduled; the closure was a vague 'I'll ping you on WhatsApp'." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }