{ "ucid": "21112178843521951", "call_date": "2026-09-03", "start_time": "2026-09-03 17:03:39", "end_time": "2026-09-03 17:07:12", "duration_sec": 213, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Interested", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA36dfa28a1ba4df68f654f41da261704b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 988, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843521951__DIA36dfa28a1ba4df68f654f41da261704b.mp3", "audio_bytes": 580824, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 193.608, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[3s] AGENT: Uh, am I talking to Mr. Lalit?\n[6s] CUSTOMER: Yes, sir.\n[7s] AGENT: Lalit, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?\n[12s] CUSTOMER: Yes sir, tell me sir.\n[13s] AGENT: Yeah, thank you. Uh, so Lalit, I'm calling on behalf of a uh, you know, a registration that you have put in our platform. Just wanted to check if you have any inquiry or if you have any requirement for uh HR, CR sheets?\n[22s] CUSTOMER: Actually, CR sheet, can I get it in the coil form?\n[25s] AGENT: Yes, yes. Coil can be also given. Sheet can be also given.\n[28s] CUSTOMER: So I have a requirement in 2.5 and 3 mm CR coils.\n[31s] AGENT: CR coils, right? 2.5 and 3 3 mm.\n[35s] AGENT: Okay, all right. So in that case, let me just do uh one thing. Can you just confirm if 7010853837 is your WhatsApp number?\n[41s] CUSTOMER: Yeah, this is my WhatsApp number.\n[42s] AGENT: Sure, I'll share you my details uh through that. And also may I know, sir, like what do you do? Like what is your end product? What do you manufacture?\n[51s] CUSTOMER: Hello?\n[51s] CUSTOMER: One one second, sir. Hello?\n[53s] AGENT: Yeah, yeah. So may I know like what do you manufacture?\n[55s] CUSTOMER: One one one second, sir. One second, sir. What is it, ma'am? Sure, sure. Surilingam ma'am? What item, ma'am? (One one one second, sir. One second, sir. என்ன மேம்? Sure, sure. Surilingam ma'am? என்ன ஐட்டம் மேம்?)\n[59s] UNKNOWN: [inaudible]\n[101s] CUSTOMER: Uh one second ma'am, rate uh 60 71 ma'am. 71. I will send it now, ma'am. (Uh one second ma'am, rate uh 60 71 ma'am. 71. நான் இப்போ அனுப்புறேன் மேம்.)\n[111s] CUSTOMER: Sir, basically we are into supply of raw material to our end customers, sir.\n[114s] AGENT: Got it. You are supply of raw material to your end customers, right?\n[117s] CUSTOMER: Yes, sir. Like my customers are basically all the automobile customers and all. So for that I normally procure uh CR coil, HRPO coils and all, sir.\n[122s] AGENT: CR coils, HRPO coils, got it. And is there any specific make that you prefer? Like AMNS, JSW, Tata Steel?\n[127s] CUSTOMER: No, JSW is uh JSW JSW is fine, sir.\n[130s] AGENT: JSW is fine. Got it, got it. So in that case, you said you are looking for 0.35 uh what's the mm that you're looking for thickness?\n[135s] CUSTOMER: What, sir?\n[136s] AGENT: Uh what are the thickness that you are uh that you are looking for?\n[138s] CUSTOMER: For uh 2.5 and 3 mm CR.\n[140s] AGENT: 2 2.5 and 3 mm CR. Got it. All right. So I'll just text you in WhatsApp and in case if I have any other inquiry, I'll just give you a call back. Meanwhile, I'll try to process and get the pricing for this. And how soon you are looking for procurement? Like is it like immediate requirement or?\n[150s] CUSTOMER: Yeah, immediate requirement.\n[151s] AGENT: Immediate requirement. Got it, got it. Not a problem. I'll just, you know, uh process this and then I'll get you the pricing.\n[156s] CUSTOMER: Okay, thank you.\n[157s] AGENT: All right. Thank you. Thank you, Lalit.\n[158s] CUSTOMER: Thank you.", "language": "English", "languages": "[\"English\", \"Tamil\"]", "turn_count": 35, "connected": 1, "audio_notes": "clear: The customer has a background conversation with another person in Tamil, causing some overlapping speech.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "35 turns, clean transcript (3% 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "After identifying a requirement, you must complete the qualification by asking for all necessary details (quantity, width, grade, location) and then commit to a specific timeline for sending the quote.", "usp_relevance": "none", "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 customer who had registered online. The customer identified as a trader for the automotive sector with an immediate requirement for 2.5mm and 3mm CR coils. The agent failed to fully qualify the requirement (missing quantity, width, grade) and did not set a firm, time-bound next step for providing a quote.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Lalit, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?\", \"comment\": \"Agent successfully greeted, identified self and company, used the customer's name, and asked for permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Just wanted to check if you have any inquiry or if you have any requirement for uh HR, CR sheets?\", \"comment\": \"This is a generic requirement check, not a supply-led hook with a price or availability signal.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"may I know, sir, like what do you do? Like what is your end product? What do you manufacture?\", \"comment\": \"Agent asked what they do (Q1), who their customers are (proxy for Q2), and what brands they prefer (Q4), but missed monthly tonnage, JSW share, and payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; moved directly from discovery to a vague closing.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"what are the thickness that you are uh that you are looking for?\", \"comment\": \"Agent confirmed an immediate requirement and captured thickness, but failed to ask for grade, width, quantity, or delivery location, making a quote impossible.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll try to process and get the pricing for this.\", \"comment\": \"This is a vague promise, not a committed next step with an agreed turnaround time for the quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"After identifying a requirement, you must complete the qualification by asking for all necessary details (quantity, width, grade, location) and then commit to a specific timeline for sending the quote.\", \"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 customer who had registered online. The customer identified as a trader for the automotive sector with an immediate requirement for 2.5mm and 3mm CR coils. The agent failed to fully qualify the requirement (missing quantity, width, grade) and did not set a firm, time-bound next step for providing a quote.\"}", "error": null, "latency_ms": 29552, "input_tokens": 3610, "output_tokens": 824, "created_at": "2026-09-25 11:37:25", "sentiment": "positive", "sentiment_score": 0.764, "sentiment_confidence": "high", "pos": 22, "neg": 1, "lex_hits": 17, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.643, "agent_talk_sec": 64.4, "customer_talk_sec": 35.7, "dead_air_sec": 112.9, "longest_monologue_sec": 9.6, "agent_wpm": 296.3, "interruptions": 0, "agent_turns": 16, "customer_turns": 18, "discovery_qs": 17, "words_agent": 318, "words_customer": 147, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843521951", "idx": 0, "speaker": "customer", "start_s": 1.18, "end_s": 1.68, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178843521951", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.4, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178843521951", "idx": 2, "speaker": "agent", "start_s": 2.88, "end_s": 5.5, "text_en": "Uh, am I talking to Mr. Lalit?", "text_native": "Uh, am I talking to Mr. Lalit?" }, { "ucid": "21112178843521951", "idx": 3, "speaker": "customer", "start_s": 5.9, "end_s": 6.5, "text_en": "Yes, sir.", "text_native": "Yes, sir." }, { "ucid": "21112178843521951", "idx": 4, "speaker": "agent", "start_s": 7.08, "end_s": 11.4, "text_en": "Lalit, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?", "text_native": "Lalit, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?" }, { "ucid": "21112178843521951", "idx": 5, "speaker": "customer", "start_s": 11.67, "end_s": 12.6, "text_en": "Yes sir, tell me sir.", "text_native": "Yes sir, tell me sir." }, { "ucid": "21112178843521951", "idx": 6, "speaker": "agent", "start_s": 12.9, "end_s": 21.5, "text_en": "Yeah, thank you. Uh, so Lalit, I'm calling on behalf of a uh, you know, a registration that you have put in our platform. Just wanted to check if you have any inquiry or if you have any requirement for uh HR, CR sheets?", "text_native": "Yeah, thank you. Uh, so Lalit, I'm calling on behalf of a uh, you know, a registration that you have put in our platform. Just wanted to check if you have any inquiry or if you have any requirement for uh HR, CR sheets?" }, { "ucid": "21112178843521951", "idx": 7, "speaker": "customer", "start_s": 22.1, "end_s": 24.4, "text_en": "Actually, CR sheet, can I get it in the coil form?", "text_native": "Actually, CR sheet, can I get it in the coil form?" }, { "ucid": "21112178843521951", "idx": 8, "speaker": "agent", "start_s": 24.9, "end_s": 27.4, "text_en": "Yes, yes. Coil can be also given. Sheet can be also given.", "text_native": "Yes, yes. Coil can be also given. Sheet can be also given." }, { "ucid": "21112178843521951", "idx": 9, "speaker": "customer", "start_s": 27.8, "end_s": 30.4, "text_en": "So I have a requirement in 2.5 and 3 mm CR coils.", "text_native": "So I have a requirement in 2.5 and 3 mm CR coils." }, { "ucid": "21112178843521951", "idx": 10, "speaker": "agent", "start_s": 30.7, "end_s": 33.4, "text_en": "CR coils, right? 2.5 and 3 3 mm.", "text_native": "CR coils, right? 2.5 and 3 3 mm." }, { "ucid": "21112178843521951", "idx": 11, "speaker": "agent", "start_s": 34.6, "end_s": 40.4, "text_en": "Okay, all right. So in that case, let me just do uh one thing. Can you just confirm if 7010853837 is your WhatsApp number?", "text_native": "Okay, all right. So in that case, let me just do uh one thing. Can you just confirm if 7010853837 is your WhatsApp number?" }, { "ucid": "21112178843521951", "idx": 12, "speaker": "customer", "start_s": 40.6, "end_s": 42.1, "text_en": "Yeah, this is my WhatsApp number.", "text_native": "Yeah, this is my WhatsApp number." }, { "ucid": "21112178843521951", "idx": 13, "speaker": "agent", "start_s": 42.4, "end_s": 49.1, "text_en": "Sure, I'll share you my details uh through that. And also may I know, sir, like what do you do? Like what is your end product? What do you manufacture?", "text_native": "Sure, I'll share you my details uh through that. And also may I know, sir, like what do you do? Like what is your end product? What do you manufacture?" }, { "ucid": "21112178843521951", "idx": 14, "speaker": "customer", "start_s": 50.8, "end_s": 51.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178843521951", "idx": 15, "speaker": "customer", "start_s": 51.4, "end_s": 52.6, "text_en": "One one second, sir. Hello?", "text_native": "One one second, sir. Hello?" }, { "ucid": "21112178843521951", "idx": 16, "speaker": "agent", "start_s": 53.2, "end_s": 54.8, "text_en": "Yeah, yeah. So may I know like what do you manufacture?", "text_native": "Yeah, yeah. So may I know like what do you manufacture?" }, { "ucid": "21112178843521951", "idx": 17, "speaker": "customer", "start_s": 54.9, "end_s": 59.2, "text_en": "One one one second, sir. One second, sir. What is it, ma'am? Sure, sure. Surilingam ma'am? What item, ma'am?", "text_native": "One one one second, sir. One second, sir. என்ன மேம்? Sure, sure. Surilingam ma'am? என்ன ஐட்டம் மேம்?" }, { "ucid": "21112178843521951", "idx": 18, "speaker": "unknown", "start_s": 59.2, "end_s": 100.0, "text_en": "[inaudible]", "text_native": "[inaudible]" }, { "ucid": "21112178843521951", "idx": 19, "speaker": "customer", "start_s": 101.0, "end_s": 107.0, "text_en": "Uh one second ma'am, rate uh 60 71 ma'am. 71. I will send it now, ma'am.", "text_native": "Uh one second ma'am, rate uh 60 71 ma'am. 71. நான் இப்போ அனுப்புறேன் மேம்." }, { "ucid": "21112178843521951", "idx": 20, "speaker": "customer", "start_s": 111.4, "end_s": 114.2, "text_en": "Sir, basically we are into supply of raw material to our end customers, sir.", "text_native": "Sir, basically we are into supply of raw material to our end customers, sir." }, { "ucid": "21112178843521951", "idx": 21, "speaker": "agent", "start_s": 114.4, "end_s": 116.8, "text_en": "Got it. You are supply of raw material to your end customers, right?", "text_native": "Got it. You are supply of raw material to your end customers, right?" }, { "ucid": "21112178843521951", "idx": 22, "speaker": "customer", "start_s": 116.9, "end_s": 122.4, "text_en": "Yes, sir. Like my customers are basically all the automobile customers and all. So for that I normally procure uh CR coil, HRPO coils and all, sir.", "text_native": "Yes, sir. Like my customers are basically all the automobile customers and all. So for that I normally procure uh CR coil, HRPO coils and all, sir." }, { "ucid": "21112178843521951", "idx": 23, "speaker": "agent", "start_s": 122.4, "end_s": 127.2, "text_en": "CR coils, HRPO coils, got it. And is there any specific make that you prefer? Like AMNS, JSW, Tata Steel?", "text_native": "CR coils, HRPO coils, got it. And is there any specific make that you prefer? Like AMNS, JSW, Tata Steel?" }, { "ucid": "21112178843521951", "idx": 24, "speaker": "customer", "start_s": 127.4, "end_s": 129.8, "text_en": "No, JSW is uh JSW JSW is fine, sir.", "text_native": "No, JSW is uh JSW JSW is fine, sir." }, { "ucid": "21112178843521951", "idx": 25, "speaker": "agent", "start_s": 130.1, "end_s": 134.4, "text_en": "JSW is fine. Got it, got it. So in that case, you said you are looking for 0.35 uh what's the mm that you're looking for thickness?", "text_native": "JSW is fine. Got it, got it. So in that case, you said you are looking for 0.35 uh what's the mm that you're looking for thickness?" }, { "ucid": "21112178843521951", "idx": 26, "speaker": "customer", "start_s": 134.8, "end_s": 135.3, "text_en": "What, sir?", "text_native": "What, sir?" }, { "ucid": "21112178843521951", "idx": 27, "speaker": "agent", "start_s": 135.6, "end_s": 137.8, "text_en": "Uh what are the thickness that you are uh that you are looking for?", "text_native": "Uh what are the thickness that you are uh that you are looking for?" }, { "ucid": "21112178843521951", "idx": 28, "speaker": "customer", "start_s": 138.0, "end_s": 139.8, "text_en": "For uh 2.5 and 3 mm CR.", "text_native": "For uh 2.5 and 3 mm CR." }, { "ucid": "21112178843521951", "idx": 29, "speaker": "agent", "start_s": 139.8, "end_s": 149.4, "text_en": "2 2.5 and 3 mm CR. Got it. All right. So I'll just text you in WhatsApp and in case if I have any other inquiry, I'll just give you a call back. Meanwhile, I'll try to process and get the pricing for this. And how soon you are looking for procurement? Like is it like immediate requirement or?", "text_native": "2 2.5 and 3 mm CR. Got it. All right. So I'll just text you in WhatsApp and in case if I have any other inquiry, I'll just give you a call back. Meanwhile, I'll try to process and get the pricing for this. And how soon you are looking for procurement? Like is it like immediate requirement or?" }, { "ucid": "21112178843521951", "idx": 30, "speaker": "customer", "start_s": 149.6, "end_s": 150.8, "text_en": "Yeah, immediate requirement.", "text_native": "Yeah, immediate requirement." }, { "ucid": "21112178843521951", "idx": 31, "speaker": "agent", "start_s": 150.9, "end_s": 155.4, "text_en": "Immediate requirement. Got it, got it. Not a problem. I'll just, you know, uh process this and then I'll get you the pricing.", "text_native": "Immediate requirement. Got it, got it. Not a problem. I'll just, you know, uh process this and then I'll get you the pricing." }, { "ucid": "21112178843521951", "idx": 32, "speaker": "customer", "start_s": 155.8, "end_s": 156.4, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." }, { "ucid": "21112178843521951", "idx": 33, "speaker": "agent", "start_s": 156.8, "end_s": 158.2, "text_en": "All right. Thank you. Thank you, Lalit.", "text_native": "All right. Thank you. Thank you, Lalit." }, { "ucid": "21112178843521951", "idx": 34, "speaker": "customer", "start_s": 158.4, "end_s": 159.0, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178843521951", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Lalit, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?", "comment": "Agent successfully greeted, identified self and company, used the customer's name, and asked for permission." }, { "ucid": "21112178843521951", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Just wanted to check if you have any inquiry or if you have any requirement for uh HR, CR sheets?", "comment": "This is a generic requirement check, not a supply-led hook with a price or availability signal." }, { "ucid": "21112178843521951", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "may I know, sir, like what do you do? Like what is your end product? What do you manufacture?", "comment": "Agent asked what they do (Q1), who their customers are (proxy for Q2), and what brands they prefer (Q4), but missed monthly tonnage, JSW share, and payment terms." }, { "ucid": "21112178843521951", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not pitch any USPs; moved directly from discovery to a vague closing." }, { "ucid": "21112178843521951", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "what are the thickness that you are uh that you are looking for?", "comment": "Agent confirmed an immediate requirement and captured thickness, but failed to ask for grade, width, quantity, or delivery location, making a quote impossible." }, { "ucid": "21112178843521951", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll try to process and get the pricing for this.", "comment": "This is a vague promise, not a committed next step with an agreed turnaround time for the quote." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }