{ "ucid": "21112178843886521", "call_date": "2026-09-03", "start_time": "2026-09-03 18:04:25", "end_time": "2026-09-03 18:06:52", "duration_sec": 147, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA496bc809238fddb72fee02dfb3128420.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 952, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843886521__DIA496bc809238fddb72fee02dfb3128420.mp3", "audio_bytes": 376272, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 125.424, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] AGENT: Hello (हेलो)\n[6s] CUSTOMER: Hello (हेलो)\n[6s] AGENT: Yes (हां जी)\n[7s] AGENT: Uh yes sir, good evening. This is Kartik speaking from JSW One. (अह हां जी सर, गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।)\n[10s] CUSTOMER: Yes, yes. (जी जी।)\n[11s] AGENT: Sir, in your Aatri Steel Traders, is there any requirement for steel etc. right now? (ये अपना सर आत्री स्टील ट्रेडर्स में अभी कुछ steel वगेरा का requirement है?)\n[15s] AGENT: If you are looking to stock some HR etc.? (HR वगेरा कुछ अभी stock करने का देख रहे हो तो?)\n[18s] CUSTOMER: No, we just stocked up, we'll let you know otherwise. (नहीं अभी तो stock किया था, बाकी बताते हैं।)\n[20s] CUSTOMER: Are you speaking from JSW or (आप JSW से बोल रहे हो या)\n[22s] AGENT: I am speaking from JSW, sir. From JSW office Mumbai. (JSW से बात कर रहा हूं सर। JSW ऑफिस मुंबई से।)\n[24s] CUSTOMER: Okay. (अच्छा।)\n[25s] CUSTOMER: Yes. Is there any provision or something like that to get an MOU done? (हां जी। इसमें MOU करवाने के लिए कुछ प्रावधान या कुछ ऐसा बताइए कुछ।)\n[27s] AGENT: Hmm sir, an MOU is for a large volume, right? (हम्म सर MOU तो बड़ी volume पे होता है ना?)\n[30s] CUSTOMER: No, it happens for small ones too, sir. (नहीं, छोटे पे भी होता है सर।)\n[31s] AGENT: Yes, but for a small one too, sir, what will the plant even do for less than two hundred tons? (हां, छोटे से भी तो सर दो सौ टन से नीचे क्या ही plant करेगा?)\n[34s] CUSTOMER: Yes, an MOU for one hundred-two hundred tons can be done. (हां सौ दो सौ टन का हो जाए MOU।)\n[36s] AGENT: There is one thing, like if you are a consistent buyer, you've placed two-three orders, then after that they start giving an extra discount of 500 rupees, 750, on your base price. But the good MOU, the one for two-three rupees below the market, that can only be signed for a very large volume. (एक वो हो जाता है अपना जो अपना, मतलब जैसे consistent buyer हो आप, दो तीन order लगा लिए, तो उसके बाद extra discount देने लगते हैं पांच सौ रुपए का, साढ़े सात सौ का, उस अपने base price पे। लेकिन जो अपना अच्छा दो तीन रुपए का जो होता है ना MOU, नीचे market से, वो काफी बड़े volume पे ही sign हो पाता है।)\n[47s] CUSTOMER: Hello. (हेलो।)\n[48s] AGENT: Some benefit will be there for a shorter volume. (कुछ benefit तो हो जाएगा shorter volume में।)\n[50s] CUSTOMER: They are saying here. What is it now? (यहां पे बोल रहे हैं। क्या है अभी?)\n[51s] AGENT: But sir, the standard MOU which is not available at the distributor rate, that is available only above five hundred. (बट सर जो standard MOU distributor rate पे नहीं मिलता है, वो तो पांच सौ के ऊपर ही मिलता है।)\n[56s] AGENT: But the one for a consistent buyer, you will get that discount after two-three orders. (पर जो consistent buyer वाला है, वो तो मिल जाएगा आपको discount दो तीन order के बाद।)\n[59s] CUSTOMER: No problem, let's start, the volume will also increase. (कोई नहीं स्टार्ट करते हैं, volume भी बढ़ जाएगा।)\n[61s] AGENT: Yes, yes, absolutely. The volume will definitely increase. (हां हां जी बिलकुल। Volume तो बढ़ ही जाएगा।)\n[63s] AGENT: You need the material in Faridabad? (आपको फरीदाबाद में चाहिए होता है material?)\n[65s] CUSTOMER: Yes, Faridabad. (हां फरीदाबाद।)\n[66s] AGENT: Okay. (अच्छा।)\n[67s] AGENT: Alright, alright. (ठीक है, ठीक है।)\n[68s] AGENT: Okay sir, let me know if any requirement comes up. I have sent you a message on WhatsApp otherwise. (चलो सर बताना अभी कुछ requirement बने तो। मैसेज डाल दिया मैंने बाकी आपको WhatsApp पे।)\n[71s] CUSTOMER: Your good name, sir? (शुभ नाम सर आपका?)\n[72s] AGENT: Yes? (हां जी?)\n[73s] CUSTOMER: Your good name? (शुभ नाम आपका?)\n[74s] AGENT: My name is Kartik. Kartik Chauhan. (मेरा नाम कार्तिक है। कार्तिक चौहान।)\n[76s] CUSTOMER: Okay. (ठीक है।)\n[77s] CUSTOMER: Okay Kartik ji, I will talk to you. (ठीक है कार्तिक जी, मैं आपसे बात करता हूं।)\n[78s] AGENT: Yes, okay sir. (हां जी, ओके सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 36, "connected": 1, "audio_notes": "clear: There is some background noise and minor crosstalk on the customer's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "36 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You must control the call flow. Even when the customer asks a question, complete your discovery first to understand their business before discussing solutions like MOUs.", "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 steel trader to check for requirements. The customer had no immediate need as they had recently stocked up, but inquired about the process for getting an MOU. The agent explained the volume requirements for MOUs and the availability of smaller discounts for consistent buyers. The call ended with the agent asking the customer to reach out when a need arises.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and JSW One but did not ask for permission to speak, jumping directly into a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook, instead opening with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero of the six discovery questions, allowing the customer's query about MOUs to derail the entire discovery process.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only explained the process for MOUs in response to the customer's direct question.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, in your Aatri Steel Traders, is there any requirement for steel etc. right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, which the customer confirmed they did not have.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, let me know if any requirement comes up.\", \"comment\": \"The agent closed passively without establishing a specific, committed next step like a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must control the call flow. Even when the customer asks a question, complete your discovery first to understand their business before discussing solutions like MOUs.\", \"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 steel trader to check for requirements. The customer had no immediate need as they had recently stocked up, but inquired about the process for getting an MOU. The agent explained the volume requirements for MOUs and the availability of smaller discounts for consistent buyers. The call ended with the agent asking the customer to reach out when a need arises.\"}", "error": null, "latency_ms": 31297, "input_tokens": 3752, "output_tokens": 736, "created_at": "2026-09-25 11:35:48", "sentiment": "neutral", "sentiment_score": -0.116, "sentiment_confidence": "high", "pos": 4, "neg": 4, "lex_hits": 13, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.721, "agent_talk_sec": 43.2, "customer_talk_sec": 16.7, "dead_air_sec": 87.1, "longest_monologue_sec": 10.6, "agent_wpm": 312.5, "interruptions": 0, "agent_turns": 20, "customer_turns": 16, "discovery_qs": 6, "words_agent": 225, "words_customer": 90, "monologue_heavy": 1, "turns": [ { "ucid": "21112178843886521", "idx": 0, "speaker": "agent", "start_s": 4.89, "end_s": 5.23, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178843886521", "idx": 1, "speaker": "customer", "start_s": 5.6, "end_s": 5.96, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178843886521", "idx": 2, "speaker": "agent", "start_s": 6.5, "end_s": 6.8, "text_en": "Yes", "text_native": "हां जी" }, { "ucid": "21112178843886521", "idx": 3, "speaker": "agent", "start_s": 7.16, "end_s": 9.7, "text_en": "Uh yes sir, good evening. This is Kartik speaking from JSW One.", "text_native": "अह हां जी सर, गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।" }, { "ucid": "21112178843886521", "idx": 4, "speaker": "customer", "start_s": 10.1, "end_s": 10.48, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178843886521", "idx": 5, "speaker": "agent", "start_s": 10.98, "end_s": 14.0, "text_en": "Sir, in your Aatri Steel Traders, is there any requirement for steel etc. right now?", "text_native": "ये अपना सर आत्री स्टील ट्रेडर्स में अभी कुछ steel वगेरा का requirement है?" }, { "ucid": "21112178843886521", "idx": 6, "speaker": "agent", "start_s": 14.8, "end_s": 16.6, "text_en": "If you are looking to stock some HR etc.?", "text_native": "HR वगेरा कुछ अभी stock करने का देख रहे हो तो?" }, { "ucid": "21112178843886521", "idx": 7, "speaker": "customer", "start_s": 17.6, "end_s": 19.6, "text_en": "No, we just stocked up, we'll let you know otherwise.", "text_native": "नहीं अभी तो stock किया था, बाकी बताते हैं।" }, { "ucid": "21112178843886521", "idx": 8, "speaker": "customer", "start_s": 19.8, "end_s": 21.3, "text_en": "Are you speaking from JSW or", "text_native": "आप JSW से बोल रहे हो या" }, { "ucid": "21112178843886521", "idx": 9, "speaker": "agent", "start_s": 21.7, "end_s": 23.6, "text_en": "I am speaking from JSW, sir. From JSW office Mumbai.", "text_native": "JSW से बात कर रहा हूं सर। JSW ऑफिस मुंबई से।" }, { "ucid": "21112178843886521", "idx": 10, "speaker": "customer", "start_s": 24.0, "end_s": 24.4, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178843886521", "idx": 11, "speaker": "customer", "start_s": 24.8, "end_s": 27.2, "text_en": "Yes. Is there any provision or something like that to get an MOU done?", "text_native": "हां जी। इसमें MOU करवाने के लिए कुछ प्रावधान या कुछ ऐसा बताइए कुछ।" }, { "ucid": "21112178843886521", "idx": 12, "speaker": "agent", "start_s": 27.4, "end_s": 29.2, "text_en": "Hmm sir, an MOU is for a large volume, right?", "text_native": "हम्म सर MOU तो बड़ी volume पे होता है ना?" }, { "ucid": "21112178843886521", "idx": 13, "speaker": "customer", "start_s": 29.6, "end_s": 30.8, "text_en": "No, it happens for small ones too, sir.", "text_native": "नहीं, छोटे पे भी होता है सर।" }, { "ucid": "21112178843886521", "idx": 14, "speaker": "agent", "start_s": 31.2, "end_s": 33.8, "text_en": "Yes, but for a small one too, sir, what will the plant even do for less than two hundred tons?", "text_native": "हां, छोटे से भी तो सर दो सौ टन से नीचे क्या ही plant करेगा?" }, { "ucid": "21112178843886521", "idx": 15, "speaker": "customer", "start_s": 34.4, "end_s": 35.8, "text_en": "Yes, an MOU for one hundred-two hundred tons can be done.", "text_native": "हां सौ दो सौ टन का हो जाए MOU।" }, { "ucid": "21112178843886521", "idx": 16, "speaker": "agent", "start_s": 36.2, "end_s": 46.8, "text_en": "There is one thing, like if you are a consistent buyer, you've placed two-three orders, then after that they start giving an extra discount of 500 rupees, 750, on your base price. But the good MOU, the one for two-three rupees below the market, that can only be signed for a very large volume.", "text_native": "एक वो हो जाता है अपना जो अपना, मतलब जैसे consistent buyer हो आप, दो तीन order लगा लिए, तो उसके बाद extra discount देने लगते हैं पांच सौ रुपए का, साढ़े सात सौ का, उस अपने base price पे। लेकिन जो अपना अच्छा दो तीन रुपए का जो होता है ना MOU, नीचे market से, वो काफी बड़े volume पे ही sign हो पाता है।" }, { "ucid": "21112178843886521", "idx": 17, "speaker": "customer", "start_s": 47.2, "end_s": 47.5, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178843886521", "idx": 18, "speaker": "agent", "start_s": 47.8, "end_s": 49.6, "text_en": "Some benefit will be there for a shorter volume.", "text_native": "कुछ benefit तो हो जाएगा shorter volume में।" }, { "ucid": "21112178843886521", "idx": 19, "speaker": "customer", "start_s": 49.6, "end_s": 50.8, "text_en": "They are saying here. What is it now?", "text_native": "यहां पे बोल रहे हैं। क्या है अभी?" }, { "ucid": "21112178843886521", "idx": 20, "speaker": "agent", "start_s": 51.2, "end_s": 55.4, "text_en": "But sir, the standard MOU which is not available at the distributor rate, that is available only above five hundred.", "text_native": "बट सर जो standard MOU distributor rate पे नहीं मिलता है, वो तो पांच सौ के ऊपर ही मिलता है।" }, { "ucid": "21112178843886521", "idx": 21, "speaker": "agent", "start_s": 55.9, "end_s": 58.6, "text_en": "But the one for a consistent buyer, you will get that discount after two-three orders.", "text_native": "पर जो consistent buyer वाला है, वो तो मिल जाएगा आपको discount दो तीन order के बाद।" }, { "ucid": "21112178843886521", "idx": 22, "speaker": "customer", "start_s": 58.8, "end_s": 60.6, "text_en": "No problem, let's start, the volume will also increase.", "text_native": "कोई नहीं स्टार्ट करते हैं, volume भी बढ़ जाएगा।" }, { "ucid": "21112178843886521", "idx": 23, "speaker": "agent", "start_s": 61.0, "end_s": 62.8, "text_en": "Yes, yes, absolutely. The volume will definitely increase.", "text_native": "हां हां जी बिलकुल। Volume तो बढ़ ही जाएगा।" }, { "ucid": "21112178843886521", "idx": 24, "speaker": "agent", "start_s": 63.0, "end_s": 64.4, "text_en": "You need the material in Faridabad?", "text_native": "आपको फरीदाबाद में चाहिए होता है material?" }, { "ucid": "21112178843886521", "idx": 25, "speaker": "customer", "start_s": 64.6, "end_s": 65.2, "text_en": "Yes, Faridabad.", "text_native": "हां फरीदाबाद।" }, { "ucid": "21112178843886521", "idx": 26, "speaker": "agent", "start_s": 65.6, "end_s": 66.0, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178843886521", "idx": 27, "speaker": "agent", "start_s": 66.8, "end_s": 67.4, "text_en": "Alright, alright.", "text_native": "ठीक है, ठीक है।" }, { "ucid": "21112178843886521", "idx": 28, "speaker": "agent", "start_s": 68.0, "end_s": 70.8, "text_en": "Okay sir, let me know if any requirement comes up. I have sent you a message on WhatsApp otherwise.", "text_native": "चलो सर बताना अभी कुछ requirement बने तो। मैसेज डाल दिया मैंने बाकी आपको WhatsApp पे।" }, { "ucid": "21112178843886521", "idx": 29, "speaker": "customer", "start_s": 70.8, "end_s": 71.8, "text_en": "Your good name, sir?", "text_native": "शुभ नाम सर आपका?" }, { "ucid": "21112178843886521", "idx": 30, "speaker": "agent", "start_s": 72.0, "end_s": 72.4, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178843886521", "idx": 31, "speaker": "customer", "start_s": 72.6, "end_s": 73.2, "text_en": "Your good name?", "text_native": "शुभ नाम आपका?" }, { "ucid": "21112178843886521", "idx": 32, "speaker": "agent", "start_s": 73.6, "end_s": 75.2, "text_en": "My name is Kartik. Kartik Chauhan.", "text_native": "मेरा नाम कार्तिक है। कार्तिक चौहान।" }, { "ucid": "21112178843886521", "idx": 33, "speaker": "customer", "start_s": 75.6, "end_s": 75.8, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178843886521", "idx": 34, "speaker": "customer", "start_s": 76.6, "end_s": 78.0, "text_en": "Okay Kartik ji, I will talk to you.", "text_native": "ठीक है कार्तिक जी, मैं आपसे बात करता हूं।" }, { "ucid": "21112178843886521", "idx": 35, "speaker": "agent", "start_s": 78.2, "end_s": 78.8, "text_en": "Yes, okay sir.", "text_native": "हां जी, ओके सर।" } ], "steps": [ { "ucid": "21112178843886521", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent identified himself and JSW One but did not ask for permission to speak, jumping directly into a requirement check." }, { "ucid": "21112178843886521", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not deliver a supply or price hook, instead opening with a direct question about requirements." }, { "ucid": "21112178843886521", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked zero of the six discovery questions, allowing the customer's query about MOUs to derail the entire discovery process." }, { "ucid": "21112178843886521", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched; the agent only explained the process for MOUs in response to the customer's direct question." }, { "ucid": "21112178843886521", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, in your Aatri Steel Traders, is there any requirement for steel etc. right now?", "comment": "The agent successfully asked if a current requirement exists, which the customer confirmed they did not have." }, { "ucid": "21112178843886521", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, let me know if any requirement comes up.", "comment": "The agent closed passively without establishing a specific, committed next step like a scheduled callback." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }