{ "ucid": "21112178841495841", "call_date": "2026-09-03", "start_time": "2026-09-03 11:25:58", "end_time": "2026-09-03 11:28:30", "duration_sec": 152, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb6e8f2d2d67a392206ec3c81c3de07bb.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1142, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841495841__DIAb6e8f2d2d67a392206ec3c81c3de07bb.mp3", "audio_bytes": 350352, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 116.784, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Uh hello, good morning. Am I talking to GS Engineering?\n[3s] CUSTOMER: Yeah, yeah.\n[4s] AGENT: Uh sir, this is Jeevan calling from JSW One platform. Good time to talk?\n[7s] CUSTOMER: Yeah, yeah, please tell me, sir.\n[9s] AGENT: Yeah. Uh so, uh I'm calling with respect to an inquiry that you have put in our platform in the name of GS Engineering. So I was just curious to know if you are looking for any GS, uh I mean sorry, HR or CR sheet coil, PPGL, GI, GL?\n[17s] CUSTOMER: Yeah, but actually we we we are buying on piecemeal basis only, not, you know, as a whole lot.\n[22s] AGENT: Okay, so what is your minimum order?\n[24s] CUSTOMER: Whenever required is only we are doing.\n[26s] AGENT: Alright. Yeah, I understand that. So...\n[27s] CUSTOMER: you talk to our Venkatraman, our manager is there, you can talk to him.\n[30s] AGENT: Yeah, alright.\n[31s] CUSTOMER: You have his number?\n[32s] AGENT: I don't have. You can help me out with that.\n[33s] CUSTOMER: One minute, one minute, one minute.\n[34s] AGENT: Yeah.\n[36s] CUSTOMER: Hello?\n[37s] AGENT: Hello, uh good morning, Mr. Venkatraman?\n[38s] CUSTOMER: Yeah, I told you that day na, I was trying for registering for our services this thing, but it is not registered in MSME this thing, okay? Okay.\n[44s] AGENT: Alright, so it has not been done yet?\n[44s] CUSTOMER: So delete it from your...\n[45s] AGENT: Alright, alright, fine.\n[46s] CUSTOMER: I mean, has it not been done yet?\n[47s] AGENT: No, it has not been done yet.\n[48s] CUSTOMER: Alright, alright. Actually we are doing structural work and tanks and other things. So when I tried in JSW this thing, it went to MSME this thing. So they are...\n[54s] AGENT: I understood, I understood. Okay, okay.\n[54s] CUSTOMER: Alright, alright. But anyway we buy JSW product, but they here a lot of dealers are there na. We have been... not not in huge quantity, okay?\n[59s] AGENT: Alright, I understand.\n[60s] CUSTOMER: Whatever we need, we get it from Manali area, okay?\n[62s] AGENT: Okay, thank you sir. Thank you so much. Yeah.", "language": "English", "languages": "[\"English\"]", "turn_count": 30, "connected": 1, "audio_notes": "clear: The call is handed over from one person to another on the customer's side.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "30 turns, clean transcript (0% inaudible)", "band_language": "English", "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": 1.5, "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 says they already buy from local dealers, you must try to offer a trial order to compare our service and pricing, not just accept the objection and end the call.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registration and was transferred to the manager. The manager explained they had an issue registering (not an MSME) and currently buy JSW products in small quantities from local dealers for their structural and tank fabrication work. The agent accepted the customer's request to be removed and ended the call without attempting to overcome the objection or pitch the platform's value.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, this is Jeevan calling from JSW One platform. Good time to talk?\", \"comment\": \"The agent gave a polite, standard opening and asked for permission to speak.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Am I talking to GS Engineering? ... I don't have. You can help me out with that.\", \"comment\": \"The agent confirmed the company name and asked for the manager's contact number, hitting 2 of 4 required questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Okay, so what is your minimum order?\", \"comment\": \"The agent only asked one discovery question; the customer volunteered all other information before the agent could probe.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform's benefits (pricing, TC, availability) were never explained to the customer.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No current requirement was identified, and no specific callback date was scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, specific callback, or walkthrough being scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they already buy from local dealers, you must try to offer a trial order to compare our service and pricing, not just accept the objection and end the call.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"check_with_manager\", \"state\": \"handled\", \"evidence\": \"you talk to our Venkatraman, our manager is there, you can talk to him.\", \"response\": \"I don't have. You can help me out with that.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"But anyway we buy JSW product, but they here a lot of dealers are there na.\", \"response\": \"Alright, I understand.\"}], \"call_summary\": \"The agent contacted a new registration and was transferred to the manager. The manager explained they had an issue registering (not an MSME) and currently buy JSW products in small quantities from local dealers for their structural and tank fabrication work. The agent accepted the customer's request to be removed and ended the call without attempting to overcome the objection or pitch the platform's value.\"}", "error": null, "latency_ms": 38451, "input_tokens": 3291, "output_tokens": 884, "created_at": "2026-09-25 11:44:04", "sentiment": "neutral", "sentiment_score": -0.032, "sentiment_confidence": "high", "pos": 4, "neg": 4, "lex_hits": 20, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.432, "agent_talk_sec": 24.5, "customer_talk_sec": 32.2, "dead_air_sec": 95.3, "longest_monologue_sec": 7.5, "agent_wpm": 347.8, "interruptions": 0, "agent_turns": 15, "customer_turns": 15, "discovery_qs": 6, "words_agent": 142, "words_customer": 168, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841495841", "idx": 0, "speaker": "customer", "start_s": 0.17, "end_s": 0.67, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178841495841", "idx": 1, "speaker": "agent", "start_s": 1.09, "end_s": 3.25, "text_en": "Uh hello, good morning. Am I talking to GS Engineering?", "text_native": "Uh hello, good morning. Am I talking to GS Engineering?" }, { "ucid": "21112178841495841", "idx": 2, "speaker": "customer", "start_s": 3.46, "end_s": 3.96, "text_en": "Yeah, yeah.", "text_native": "Yeah, yeah." }, { "ucid": "21112178841495841", "idx": 3, "speaker": "agent", "start_s": 4.4, "end_s": 7.23, "text_en": "Uh sir, this is Jeevan calling from JSW One platform. Good time to talk?", "text_native": "Uh sir, this is Jeevan calling from JSW One platform. Good time to talk?" }, { "ucid": "21112178841495841", "idx": 4, "speaker": "customer", "start_s": 7.46, "end_s": 8.76, "text_en": "Yeah, yeah, please tell me, sir.", "text_native": "Yeah, yeah, please tell me, sir." }, { "ucid": "21112178841495841", "idx": 5, "speaker": "agent", "start_s": 8.97, "end_s": 16.5, "text_en": "Yeah. Uh so, uh I'm calling with respect to an inquiry that you have put in our platform in the name of GS Engineering. So I was just curious to know if you are looking for any GS, uh I mean sorry, HR or CR sheet coil, PPGL, GI, GL?", "text_native": "Yeah. Uh so, uh I'm calling with respect to an inquiry that you have put in our platform in the name of GS Engineering. So I was just curious to know if you are looking for any GS, uh I mean sorry, HR or CR sheet coil, PPGL, GI, GL?" }, { "ucid": "21112178841495841", "idx": 6, "speaker": "customer", "start_s": 17.14, "end_s": 22.0, "text_en": "Yeah, but actually we we we are buying on piecemeal basis only, not, you know, as a whole lot.", "text_native": "Yeah, but actually we we we are buying on piecemeal basis only, not, you know, as a whole lot." }, { "ucid": "21112178841495841", "idx": 7, "speaker": "agent", "start_s": 22.4, "end_s": 23.6, "text_en": "Okay, so what is your minimum order?", "text_native": "Okay, so what is your minimum order?" }, { "ucid": "21112178841495841", "idx": 8, "speaker": "customer", "start_s": 23.6, "end_s": 25.0, "text_en": "Whenever required is only we are doing.", "text_native": "Whenever required is only we are doing." }, { "ucid": "21112178841495841", "idx": 9, "speaker": "agent", "start_s": 25.5, "end_s": 26.8, "text_en": "Alright. Yeah, I understand that. So...", "text_native": "Alright. Yeah, I understand that. So..." }, { "ucid": "21112178841495841", "idx": 10, "speaker": "customer", "start_s": 26.8, "end_s": 29.5, "text_en": "you talk to our Venkatraman, our manager is there, you can talk to him.", "text_native": "you talk to our Venkatraman, our manager is there, you can talk to him." }, { "ucid": "21112178841495841", "idx": 11, "speaker": "agent", "start_s": 29.6, "end_s": 30.1, "text_en": "Yeah, alright.", "text_native": "Yeah, alright." }, { "ucid": "21112178841495841", "idx": 12, "speaker": "customer", "start_s": 30.8, "end_s": 31.5, "text_en": "You have his number?", "text_native": "You have his number?" }, { "ucid": "21112178841495841", "idx": 13, "speaker": "agent", "start_s": 31.8, "end_s": 33.2, "text_en": "I don't have. You can help me out with that.", "text_native": "I don't have. You can help me out with that." }, { "ucid": "21112178841495841", "idx": 14, "speaker": "customer", "start_s": 33.2, "end_s": 34.2, "text_en": "One minute, one minute, one minute.", "text_native": "One minute, one minute, one minute." }, { "ucid": "21112178841495841", "idx": 15, "speaker": "agent", "start_s": 34.3, "end_s": 34.6, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178841495841", "idx": 16, "speaker": "customer", "start_s": 35.8, "end_s": 36.3, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178841495841", "idx": 17, "speaker": "agent", "start_s": 36.8, "end_s": 38.2, "text_en": "Hello, uh good morning, Mr. Venkatraman?", "text_native": "Hello, uh good morning, Mr. Venkatraman?" }, { "ucid": "21112178841495841", "idx": 18, "speaker": "customer", "start_s": 38.5, "end_s": 43.8, "text_en": "Yeah, I told you that day na, I was trying for registering for our services this thing, but it is not registered in MSME this thing, okay? Okay.", "text_native": "Yeah, I told you that day na, I was trying for registering for our services this thing, but it is not registered in MSME this thing, okay? Okay." }, { "ucid": "21112178841495841", "idx": 19, "speaker": "agent", "start_s": 43.8, "end_s": 44.5, "text_en": "Alright, so it has not been done yet?", "text_native": "Alright, so it has not been done yet?" }, { "ucid": "21112178841495841", "idx": 20, "speaker": "customer", "start_s": 44.5, "end_s": 45.2, "text_en": "So delete it from your...", "text_native": "So delete it from your..." }, { "ucid": "21112178841495841", "idx": 21, "speaker": "agent", "start_s": 45.2, "end_s": 45.8, "text_en": "Alright, alright, fine.", "text_native": "Alright, alright, fine." }, { "ucid": "21112178841495841", "idx": 22, "speaker": "customer", "start_s": 45.8, "end_s": 46.8, "text_en": "I mean, has it not been done yet?", "text_native": "I mean, has it not been done yet?" }, { "ucid": "21112178841495841", "idx": 23, "speaker": "agent", "start_s": 47.1, "end_s": 48.0, "text_en": "No, it has not been done yet.", "text_native": "No, it has not been done yet." }, { "ucid": "21112178841495841", "idx": 24, "speaker": "customer", "start_s": 48.0, "end_s": 53.5, "text_en": "Alright, alright. Actually we are doing structural work and tanks and other things. So when I tried in JSW this thing, it went to MSME this thing. So they are...", "text_native": "Alright, alright. Actually we are doing structural work and tanks and other things. So when I tried in JSW this thing, it went to MSME this thing. So they are..." }, { "ucid": "21112178841495841", "idx": 25, "speaker": "agent", "start_s": 53.5, "end_s": 54.5, "text_en": "I understood, I understood. Okay, okay.", "text_native": "I understood, I understood. Okay, okay." }, { "ucid": "21112178841495841", "idx": 26, "speaker": "customer", "start_s": 54.5, "end_s": 59.0, "text_en": "Alright, alright. But anyway we buy JSW product, but they here a lot of dealers are there na. We have been... not not in huge quantity, okay?", "text_native": "Alright, alright. But anyway we buy JSW product, but they here a lot of dealers are there na. We have been... not not in huge quantity, okay?" }, { "ucid": "21112178841495841", "idx": 27, "speaker": "agent", "start_s": 59.0, "end_s": 59.8, "text_en": "Alright, I understand.", "text_native": "Alright, I understand." }, { "ucid": "21112178841495841", "idx": 28, "speaker": "customer", "start_s": 59.8, "end_s": 61.5, "text_en": "Whatever we need, we get it from Manali area, okay?", "text_native": "Whatever we need, we get it from Manali area, okay?" }, { "ucid": "21112178841495841", "idx": 29, "speaker": "agent", "start_s": 61.9, "end_s": 63.8, "text_en": "Okay, thank you sir. Thank you so much. Yeah.", "text_native": "Okay, thank you sir. Thank you so much. Yeah." } ], "steps": [ { "ucid": "21112178841495841", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh sir, this is Jeevan calling from JSW One platform. Good time to talk?", "comment": "The agent gave a polite, standard opening and asked for permission to speak." }, { "ucid": "21112178841495841", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Am I talking to GS Engineering? ... I don't have. You can help me out with that.", "comment": "The agent confirmed the company name and asked for the manager's contact number, hitting 2 of 4 required questions." }, { "ucid": "21112178841495841", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Okay, so what is your minimum order?", "comment": "The agent only asked one discovery question; the customer volunteered all other information before the agent could probe." }, { "ucid": "21112178841495841", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The platform's benefits (pricing, TC, availability) were never explained to the customer." }, { "ucid": "21112178841495841", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No current requirement was identified, and no specific callback date was scheduled." }, { "ucid": "21112178841495841", "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, specific callback, or walkthrough being scheduled." } ], "objections": [ { "ucid": "21112178841495841", "obj_type": "check_with_manager", "state": "handled", "evidence": "you talk to our Venkatraman, our manager is there, you can talk to him.", "response": "I don't have. You can help me out with that." }, { "ucid": "21112178841495841", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "But anyway we buy JSW product, but they here a lot of dealers are there na.", "response": "Alright, I understand." } ], "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": [] }