{ "ucid": "21112178841435911", "call_date": "2026-09-03", "start_time": "2026-09-03 11:15:59", "end_time": "2026-09-03 11:18:00", "duration_sec": 121, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd012823a6fe2713ac9133f06641dfaff.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1147, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841435911__DIAd012823a6fe2713ac9133f06641dfaff.mp3", "audio_bytes": 283608, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 94.536, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[6s] CUSTOMER: Hello.\n[8s] AGENT: Hello.\n[8s] CUSTOMER: Yes sir.\n[9s] AGENT: Hello, good morning sir.\n[10s] CUSTOMER: Good morning.\n[11s] AGENT: Sir is this uh Charan Singh Traders?\n[12s] CUSTOMER: Yes, yes.\n[13s] AGENT: Okay. So Varun this side from JSW One platform sir. I just saw your call that you have registered newly in our JSW.\n[17s] CUSTOMER: Sir, your voice is breaking. Where are you calling from? (आपका सर आवाज़ कट रहा है। कहाँ से बात कर रहे हैं?)\n[19s] AGENT: From JSW directly.\n[20s] CUSTOMER: From JSW? (JSW से?)\n[21s] AGENT: Yeah yeah. So I just, we just saw your account that you have newly registered in our JSW One app. So I just want to take a follow up that that you are into trading business no, so what kind of material you generally you trade? (Yeah yeah. So I just, we just saw your account that you have newly registered in our JSW One app. So I just want to take a follow up that that you are into trading business na, so what kind of material you generally you trade?)\n[30s] CUSTOMER: Uh sir, in this, I mean, we don't have any material in this. We deal in fabric etc. I was just looking at what you supply in B2B. (अह सर इसमें हमारा मतलब, इसमें हमारा इन मतलब कोई मटेरियल नहीं है। हमारा फैब्रिक वगेरा में डील है। मैं उसकी जस्ट देख रहा था कि B2B क्या सप्लाई करते हैं।)\n[36s] AGENT: We can supply uh the in steel products mainly HR, CR into sheet form and coil form based on your requirements.\n[41s] CUSTOMER: Hmm. (हम्म।)\n[41s] CUSTOMER: Ours is related to fabric, sir, so this is a different product. (हमारा फैब्रिक से रिलेटेड है सर, तो ये तो डिफरेंट प्रोडक्ट है।)\n[44s] AGENT: I didn't get you. Can you just tell me that?\n[46s] CUSTOMER: Hmm. (हम्म।)\n[47s] CUSTOMER: Yes sir?\n[48s] AGENT: Uh you want me to speak in Hindi or you are comfortable only?\n[51s] CUSTOMER: You speak Hindi, I'm comfortable with Hindi.\n[52s] AGENT: Okay okay. Let me uh convert my [inaudible]", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: The agent's line has some minor digital distortion at times. There is unrelated background chatter at the very beginning of the recording before the call connects.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "22 turns, clean transcript (5% 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": "Even when a lead seems incorrect, ensure you complete the basic profile verification (NR2) to gather data and maintain call structure.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "fabric", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a newly registered user from Charan Singh Traders. The customer clarified their business is in fabrics, not steel, and they were only exploring the B2B platform. The agent acknowledged the product mismatch, and the call ended without any next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Varun this side from JSW One platform sir. I just saw your call that you have registered newly in our JSW.\", \"comment\": \"The agent provided a warm welcome and correctly referenced the customer's new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Only confirmed the company name; did not ask for procurement city, role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Only asked about business/material type before the call was disqualified; missed all other discovery questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent only listed product categories, not the platform's value propositions like transparent pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any current or future requirement could be discussed.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without a quote, callback, or walkthrough being scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Even when a lead seems incorrect, ensure you complete the basic profile verification (NR2) to gather data and maintain call structure.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"fabric\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a newly registered user from Charan Singh Traders. The customer clarified their business is in fabrics, not steel, and they were only exploring the B2B platform. The agent acknowledged the product mismatch, and the call ended without any next steps.\"}", "error": null, "latency_ms": 30227, "input_tokens": 3214, "output_tokens": 684, "created_at": "2026-09-25 11:44:13", "sentiment": "neutral", "sentiment_score": -0.086, "sentiment_confidence": "high", "pos": 0, "neg": 1, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.642, "agent_talk_sec": 29.1, "customer_talk_sec": 16.2, "dead_air_sec": 75.7, "longest_monologue_sec": 8.6, "agent_wpm": 280.4, "interruptions": 0, "agent_turns": 10, "customer_turns": 12, "discovery_qs": 4, "words_agent": 136, "words_customer": 70, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841435911", "idx": 0, "speaker": "customer", "start_s": 5.89, "end_s": 6.6, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841435911", "idx": 1, "speaker": "agent", "start_s": 7.89, "end_s": 8.42, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841435911", "idx": 2, "speaker": "customer", "start_s": 8.5, "end_s": 8.96, "text_en": "Yes sir.", "text_native": "Yes sir." }, { "ucid": "21112178841435911", "idx": 3, "speaker": "agent", "start_s": 9.04, "end_s": 9.81, "text_en": "Hello, good morning sir.", "text_native": "Hello, good morning sir." }, { "ucid": "21112178841435911", "idx": 4, "speaker": "customer", "start_s": 9.89, "end_s": 10.44, "text_en": "Good morning.", "text_native": "Good morning." }, { "ucid": "21112178841435911", "idx": 5, "speaker": "agent", "start_s": 10.52, "end_s": 12.0, "text_en": "Sir is this uh Charan Singh Traders?", "text_native": "Sir is this uh Charan Singh Traders?" }, { "ucid": "21112178841435911", "idx": 6, "speaker": "customer", "start_s": 12.08, "end_s": 12.76, "text_en": "Yes, yes.", "text_native": "Yes, yes." }, { "ucid": "21112178841435911", "idx": 7, "speaker": "agent", "start_s": 12.84, "end_s": 16.83, "text_en": "Okay. So Varun this side from JSW One platform sir. I just saw your call that you have registered newly in our JSW.", "text_native": "Okay. So Varun this side from JSW One platform sir. I just saw your call that you have registered newly in our JSW." }, { "ucid": "21112178841435911", "idx": 8, "speaker": "customer", "start_s": 16.83, "end_s": 18.83, "text_en": "Sir, your voice is breaking. Where are you calling from?", "text_native": "आपका सर आवाज़ कट रहा है। कहाँ से बात कर रहे हैं?" }, { "ucid": "21112178841435911", "idx": 9, "speaker": "agent", "start_s": 18.83, "end_s": 20.19, "text_en": "From JSW directly.", "text_native": "From JSW directly." }, { "ucid": "21112178841435911", "idx": 10, "speaker": "customer", "start_s": 20.19, "end_s": 21.15, "text_en": "From JSW?", "text_native": "JSW से?" }, { "ucid": "21112178841435911", "idx": 11, "speaker": "agent", "start_s": 21.23, "end_s": 29.81, "text_en": "Yeah yeah. So I just, we just saw your account that you have newly registered in our JSW One app. So I just want to take a follow up that that you are into trading business no, so what kind of material you generally you trade?", "text_native": "Yeah yeah. So I just, we just saw your account that you have newly registered in our JSW One app. So I just want to take a follow up that that you are into trading business na, so what kind of material you generally you trade?" }, { "ucid": "21112178841435911", "idx": 12, "speaker": "customer", "start_s": 29.81, "end_s": 35.04, "text_en": "Uh sir, in this, I mean, we don't have any material in this. We deal in fabric etc. I was just looking at what you supply in B2B.", "text_native": "अह सर इसमें हमारा मतलब, इसमें हमारा इन मतलब कोई मटेरियल नहीं है। हमारा फैब्रिक वगेरा में डील है। मैं उसकी जस्ट देख रहा था कि B2B क्या सप्लाई करते हैं।" }, { "ucid": "21112178841435911", "idx": 13, "speaker": "agent", "start_s": 35.55, "end_s": 40.8, "text_en": "We can supply uh the in steel products mainly HR, CR into sheet form and coil form based on your requirements.", "text_native": "We can supply uh the in steel products mainly HR, CR into sheet form and coil form based on your requirements." }, { "ucid": "21112178841435911", "idx": 14, "speaker": "customer", "start_s": 40.8, "end_s": 41.2, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178841435911", "idx": 15, "speaker": "customer", "start_s": 41.2, "end_s": 43.84, "text_en": "Ours is related to fabric, sir, so this is a different product.", "text_native": "हमारा फैब्रिक से रिलेटेड है सर, तो ये तो डिफरेंट प्रोडक्ट है।" }, { "ucid": "21112178841435911", "idx": 16, "speaker": "agent", "start_s": 44.22, "end_s": 45.82, "text_en": "I didn't get you. Can you just tell me that?", "text_native": "I didn't get you. Can you just tell me that?" }, { "ucid": "21112178841435911", "idx": 17, "speaker": "customer", "start_s": 45.82, "end_s": 46.22, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178841435911", "idx": 18, "speaker": "customer", "start_s": 47.0, "end_s": 47.46, "text_en": "Yes sir?", "text_native": "Yes sir?" }, { "ucid": "21112178841435911", "idx": 19, "speaker": "agent", "start_s": 47.54, "end_s": 50.8, "text_en": "Uh you want me to speak in Hindi or you are comfortable only?", "text_native": "Uh you want me to speak in Hindi or you are comfortable only?" }, { "ucid": "21112178841435911", "idx": 20, "speaker": "customer", "start_s": 50.8, "end_s": 52.5, "text_en": "You speak Hindi, I'm comfortable with Hindi.", "text_native": "You speak Hindi, I'm comfortable with Hindi." }, { "ucid": "21112178841435911", "idx": 21, "speaker": "agent", "start_s": 52.5, "end_s": 54.8, "text_en": "Okay okay. Let me uh convert my [inaudible]", "text_native": "Okay okay. Let me uh convert my [inaudible]" } ], "steps": [ { "ucid": "21112178841435911", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Varun this side from JSW One platform sir. I just saw your call that you have registered newly in our JSW.", "comment": "The agent provided a warm welcome and correctly referenced the customer's new registration." }, { "ucid": "21112178841435911", "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 the company name; did not ask for procurement city, role, or contact details." }, { "ucid": "21112178841435911", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Only asked about business/material type before the call was disqualified; missed all other discovery questions." }, { "ucid": "21112178841435911", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent only listed product categories, not the platform's value propositions like transparent pricing or test certificates." }, { "ucid": "21112178841435911", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any current or future requirement could be discussed." }, { "ucid": "21112178841435911", "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 abruptly without a quote, callback, or walkthrough being scheduled." } ], "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": [] }