{ "ucid": "21112178843824461", "call_date": "2026-09-03", "start_time": "2026-09-03 17:54:04", "end_time": "2026-09-03 17:55:57", "duration_sec": 113, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Not_Answered", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd83d768304ede5c639b555513719001b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 959, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843824461__DIAd83d768304ede5c639b555513719001b.mp3", "audio_bytes": 265680, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 88.56, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Who is speaking? (कौन बोल रहे हो?)\n[3s] AGENT: Can I speak with Arvind ji? (अरविंद जी से बात हो सकती है?)\n[4s] CUSTOMER: Yes? (जी?)\n[5s] AGENT: Sir, greetings. I am Aditya Pandey speaking from JSW One. I am speaking from JSW One, sir. (सर नमस्कार, मैं आदित्य पांडे बोल रहा हूं JSW One से। JSW One से बोल रहा हूं सर।)\n[8s] CUSTOMER: Yes sir, tell me. (हांजी सर, बोलिए।)\n[10s] AGENT: Actually, you were registered on our platform, I called regarding that. Do you have any requirement for steel material, sir? (Actually में आप हमारे platform में registered थे, उसी के regarding call किया था। आपका कुछ requirement है क्या सर steel material?)\n[13s] CUSTOMER: Uh, you also manufacture tubes, right? (अ आप tubes manufacture भी करते हैं ना?)\n[15s] AGENT: Yes sir, we do. We do tubes as well. (हां सर करते हैं। tubes भी करते हैं।)\n[16s] CUSTOMER: IBA IBIA tubes?\n[18s] AGENT: I will have to check for IBIA tubes, sir, once. Send me the grade, grade specification. (IBIA tubes मुझे check करना पड़ेगा सर एक बार। grade मुझे grade specification भेज दीजिए।)\n[21s] CUSTOMER: Base, I'll tell you, you can note it down sir and you can revert to me. (Base मैं आपको बोलता हूं आप note कर लीजिए सर और आप मेरेको revert कर दीजिएगा।)\n[24s] AGENT: Sir, I'll do it on WhatsApp. If you also give it in writing on WhatsApp, then what happens, sir, is that mistakes can happen in reading it. (सर WhatsApp पे कर दूंगा। WhatsApp पे भी लिख के दे देंगे तो क्या है ना सर उसमें देखने में mistake हो जाती है।)\n[28s] CUSTOMER: Yes yes, no no no issue, no issue. You can WhatsApp. There is some requirement that (हां हां कोई कोई कोई issue नहीं है, कोई issue नहीं है। आप WhatsApp कर दीजिए। कुछ requirement रहता है कि)\n[30s] AGENT: Is your requirement in tubes? (ये tubes में रहता है आपका requirement?)\n[32s] CUSTOMER: Tubes, pipes and plates are also there, but plates are not in heavy quantity. What is your minimum quantity, sir? (tubes, pipes और plates भी रहता है, लेकिन कोई plates heavy quantity में नहीं रहती। आपका minimum कितना है सर quantity?)\n[36s] AGENT: Sir, it's five tons, sir. (सर five tons सर रहता है।)\n[37s] CUSTOMER: Oh, it's only five tons? (अच्छा, five tons ही है?)\n[38s] AGENT: Yes, what is your monthly purchase? (हां, monthly purchase आपका कितना है?)\n[40s] CUSTOMER: Okay okay, that's fine then. Then there are no issues. Meaning, I then have plates, all that is there. Angle, channel, plates, everything. (अच्छा अच्छा, ठीक है ना। फिर कोई issues नहीं है। मतलब मेरे पास फिर plates रहती है, वो सब ही रहता है पूरा। angle, channel, plates, सब।)\n[44s] AGENT: Yes. The thing is, sir, our initial transaction is on 100% advance for the first two transactions. Even if you give me an order for five tons, we will serve that for you. (हां। क्या है ना सर, हमारा starting का transaction 100% advance पे रहता है for first two transaction. अगर आप मुझे five tons का भी order देंगे तो भी हम उसको serve कर देंगे आपको।)\n[50s] CUSTOMER: Okay. Alright. We'll understand those terms and conditions later. For now, you first WhatsApp me. (अच्छा। ठीक है। वो terms and conditions अपन बाद में समझते हैं। आप जब तक पहले WhatsApp कर दीजिए।)\n[54s] AGENT: Correct. (बराबर।)\n[54s] CUSTOMER: Right? (है ना?)\n[55s] AGENT: Absolutely sir, absolutely. (बिलकुल सर, बिलकुल।)\n[56s] CUSTOMER: Okay. Thank you so much. Thank you.\n[57s] AGENT: Were you saying something, sir? (आप कुछ बोल रहे थे सर?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 28, "connected": 1, "audio_notes": "clear", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "28 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 1, "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": "You must lead the call through the discovery process instead of just reacting to the customer's questions and pushing the conversation to WhatsApp.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "IBIA tubes", "catalogue_status": "unknown", "quality_flags_total": 1, "supply_flag": "spec_not_available", "supply_details": "Agent was unable to confirm availability of 'IBIA tubes' and needed to check offline.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who had registered on the platform. The customer immediately inquired about 'IBIA tubes' and also mentioned needs for pipes and plates. The agent did not perform any discovery, stated the 5-ton MOQ which the customer accepted, and ended the call by agreeing to connect on WhatsApp without capturing specs or setting a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, greetings. I am Aditya Pandey speaking from JSW One... Actually, you were registered on our platform, I called regarding that.\", \"comment\": \"The agent introduced himself, the company, and the reason for the call, which is standard and acceptable.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the customer's name but failed to ask about the company, procurement city, or their role in procurement.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked about monthly purchase quantity; no other discovery questions about business type, applications, or JSW history were attempted.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any features or benefits of the JSW One platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although a requirement was identified, the agent deflected capturing the specifications to WhatsApp instead of gathering them on the call.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague agreement to connect on WhatsApp, with no specific callback time or other concrete next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must lead the call through the discovery process instead of just reacting to the customer's questions and pushing the conversation to WhatsApp.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"IBIA tubes\", \"catalogue_status\": \"unknown\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Agent was unable to confirm availability of 'IBIA tubes' and needed to check offline.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer who had registered on the platform. The customer immediately inquired about 'IBIA tubes' and also mentioned needs for pipes and plates. The agent did not perform any discovery, stated the 5-ton MOQ which the customer accepted, and ended the call by agreeing to connect on WhatsApp without capturing specs or setting a firm next step.\"}", "error": null, "latency_ms": 37400, "input_tokens": 3633, "output_tokens": 757, "created_at": "2026-09-25 11:36:18", "sentiment": "positive", "sentiment_score": 0.417, "sentiment_confidence": "high", "pos": 30, "neg": 12, "lex_hits": 32, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.509, "agent_talk_sec": 26.1, "customer_talk_sec": 25.2, "dead_air_sec": 61.7, "longest_monologue_sec": 5.2, "agent_wpm": 354.0, "interruptions": 0, "agent_turns": 14, "customer_turns": 14, "discovery_qs": 5, "words_agent": 154, "words_customer": 121, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843824461", "idx": 0, "speaker": "customer", "start_s": 0.9, "end_s": 1.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843824461", "idx": 1, "speaker": "agent", "start_s": 1.8, "end_s": 2.2, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843824461", "idx": 2, "speaker": "customer", "start_s": 2.3, "end_s": 3.0, "text_en": "Who is speaking?", "text_native": "कौन बोल रहे हो?" }, { "ucid": "21112178843824461", "idx": 3, "speaker": "agent", "start_s": 3.1, "end_s": 4.1, "text_en": "Can I speak with Arvind ji?", "text_native": "अरविंद जी से बात हो सकती है?" }, { "ucid": "21112178843824461", "idx": 4, "speaker": "customer", "start_s": 4.2, "end_s": 4.5, "text_en": "Yes?", "text_native": "जी?" }, { "ucid": "21112178843824461", "idx": 5, "speaker": "agent", "start_s": 4.6, "end_s": 7.8, "text_en": "Sir, greetings. I am Aditya Pandey speaking from JSW One. I am speaking from JSW One, sir.", "text_native": "सर नमस्कार, मैं आदित्य पांडे बोल रहा हूं JSW One से। JSW One से बोल रहा हूं सर।" }, { "ucid": "21112178843824461", "idx": 6, "speaker": "customer", "start_s": 8.2, "end_s": 9.1, "text_en": "Yes sir, tell me.", "text_native": "हांजी सर, बोलिए।" }, { "ucid": "21112178843824461", "idx": 7, "speaker": "agent", "start_s": 9.5, "end_s": 13.0, "text_en": "Actually, you were registered on our platform, I called regarding that. Do you have any requirement for steel material, sir?", "text_native": "Actually में आप हमारे platform में registered थे, उसी के regarding call किया था। आपका कुछ requirement है क्या सर steel material?" }, { "ucid": "21112178843824461", "idx": 8, "speaker": "customer", "start_s": 13.1, "end_s": 14.9, "text_en": "Uh, you also manufacture tubes, right?", "text_native": "अ आप tubes manufacture भी करते हैं ना?" }, { "ucid": "21112178843824461", "idx": 9, "speaker": "agent", "start_s": 15.1, "end_s": 16.4, "text_en": "Yes sir, we do. We do tubes as well.", "text_native": "हां सर करते हैं। tubes भी करते हैं।" }, { "ucid": "21112178843824461", "idx": 10, "speaker": "customer", "start_s": 16.5, "end_s": 17.8, "text_en": "IBA IBIA tubes?", "text_native": "IBA IBIA tubes?" }, { "ucid": "21112178843824461", "idx": 11, "speaker": "agent", "start_s": 18.2, "end_s": 20.8, "text_en": "I will have to check for IBIA tubes, sir, once. Send me the grade, grade specification.", "text_native": "IBIA tubes मुझे check करना पड़ेगा सर एक बार। grade मुझे grade specification भेज दीजिए।" }, { "ucid": "21112178843824461", "idx": 12, "speaker": "customer", "start_s": 20.8, "end_s": 23.5, "text_en": "Base, I'll tell you, you can note it down sir and you can revert to me.", "text_native": "Base मैं आपको बोलता हूं आप note कर लीजिए सर और आप मेरेको revert कर दीजिएगा।" }, { "ucid": "21112178843824461", "idx": 13, "speaker": "agent", "start_s": 23.8, "end_s": 27.5, "text_en": "Sir, I'll do it on WhatsApp. If you also give it in writing on WhatsApp, then what happens, sir, is that mistakes can happen in reading it.", "text_native": "सर WhatsApp पे कर दूंगा। WhatsApp पे भी लिख के दे देंगे तो क्या है ना सर उसमें देखने में mistake हो जाती है।" }, { "ucid": "21112178843824461", "idx": 14, "speaker": "customer", "start_s": 27.5, "end_s": 30.3, "text_en": "Yes yes, no no no issue, no issue. You can WhatsApp. There is some requirement that", "text_native": "हां हां कोई कोई कोई issue नहीं है, कोई issue नहीं है। आप WhatsApp कर दीजिए। कुछ requirement रहता है कि" }, { "ucid": "21112178843824461", "idx": 15, "speaker": "agent", "start_s": 30.3, "end_s": 31.4, "text_en": "Is your requirement in tubes?", "text_native": "ये tubes में रहता है आपका requirement?" }, { "ucid": "21112178843824461", "idx": 16, "speaker": "customer", "start_s": 31.6, "end_s": 35.3, "text_en": "Tubes, pipes and plates are also there, but plates are not in heavy quantity. What is your minimum quantity, sir?", "text_native": "tubes, pipes और plates भी रहता है, लेकिन कोई plates heavy quantity में नहीं रहती। आपका minimum कितना है सर quantity?" }, { "ucid": "21112178843824461", "idx": 17, "speaker": "agent", "start_s": 35.6, "end_s": 36.8, "text_en": "Sir, it's five tons, sir.", "text_native": "सर five tons सर रहता है।" }, { "ucid": "21112178843824461", "idx": 18, "speaker": "customer", "start_s": 37.2, "end_s": 38.1, "text_en": "Oh, it's only five tons?", "text_native": "अच्छा, five tons ही है?" }, { "ucid": "21112178843824461", "idx": 19, "speaker": "agent", "start_s": 38.5, "end_s": 39.7, "text_en": "Yes, what is your monthly purchase?", "text_native": "हां, monthly purchase आपका कितना है?" }, { "ucid": "21112178843824461", "idx": 20, "speaker": "customer", "start_s": 39.8, "end_s": 43.8, "text_en": "Okay okay, that's fine then. Then there are no issues. Meaning, I then have plates, all that is there. Angle, channel, plates, everything.", "text_native": "अच्छा अच्छा, ठीक है ना। फिर कोई issues नहीं है। मतलब मेरे पास फिर plates रहती है, वो सब ही रहता है पूरा। angle, channel, plates, सब।" }, { "ucid": "21112178843824461", "idx": 21, "speaker": "agent", "start_s": 44.2, "end_s": 49.4, "text_en": "Yes. The thing is, sir, our initial transaction is on 100% advance for the first two transactions. Even if you give me an order for five tons, we will serve that for you.", "text_native": "हां। क्या है ना सर, हमारा starting का transaction 100% advance पे रहता है for first two transaction. अगर आप मुझे five tons का भी order देंगे तो भी हम उसको serve कर देंगे आपको।" }, { "ucid": "21112178843824461", "idx": 22, "speaker": "customer", "start_s": 49.8, "end_s": 53.6, "text_en": "Okay. Alright. We'll understand those terms and conditions later. For now, you first WhatsApp me.", "text_native": "अच्छा। ठीक है। वो terms and conditions अपन बाद में समझते हैं। आप जब तक पहले WhatsApp कर दीजिए।" }, { "ucid": "21112178843824461", "idx": 23, "speaker": "agent", "start_s": 53.7, "end_s": 54.1, "text_en": "Correct.", "text_native": "बराबर।" }, { "ucid": "21112178843824461", "idx": 24, "speaker": "customer", "start_s": 54.4, "end_s": 54.7, "text_en": "Right?", "text_native": "है ना?" }, { "ucid": "21112178843824461", "idx": 25, "speaker": "agent", "start_s": 55.1, "end_s": 55.7, "text_en": "Absolutely sir, absolutely.", "text_native": "बिलकुल सर, बिलकुल।" }, { "ucid": "21112178843824461", "idx": 26, "speaker": "customer", "start_s": 55.8, "end_s": 57.3, "text_en": "Okay. Thank you so much. Thank you.", "text_native": "Okay. Thank you so much. Thank you." }, { "ucid": "21112178843824461", "idx": 27, "speaker": "agent", "start_s": 57.4, "end_s": 58.1, "text_en": "Were you saying something, sir?", "text_native": "आप कुछ बोल रहे थे सर?" } ], "steps": [ { "ucid": "21112178843824461", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, greetings. I am Aditya Pandey speaking from JSW One... Actually, you were registered on our platform, I called regarding that.", "comment": "The agent introduced himself, the company, and the reason for the call, which is standard and acceptable." }, { "ucid": "21112178843824461", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only verified the customer's name but failed to ask about the company, procurement city, or their role in procurement." }, { "ucid": "21112178843824461", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only asked about monthly purchase quantity; no other discovery questions about business type, applications, or JSW history were attempted." }, { "ucid": "21112178843824461", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain any features or benefits of the JSW One platform." }, { "ucid": "21112178843824461", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although a requirement was identified, the agent deflected capturing the specifications to WhatsApp instead of gathering them on the call." }, { "ucid": "21112178843824461", "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 agreement to connect on WhatsApp, with no specific callback time or other concrete next step." } ], "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": [] }