{ "ucid": "21112178850209151", "call_date": "2026-09-04", "start_time": "2026-09-04 11:38:11", "end_time": "2026-09-04 11:39:14", "duration_sec": 63, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Not_Answered", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa5fc853d22e61f31f2e3bfcfa90308c7.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 905, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178850209151__DIAa5fc853d22e61f31f2e3bfcfa90308c7.mp3", "audio_bytes": 138240, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 46.08, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (હેલો)\n[2s] AGENT: Hello (હલો)\n[3s] AGENT: Hello, is this Rakesh ji speaking? Rakesh Makwana? (હેલો રાકેશજી વાત કરે છે? રાકેશ મકવાણા?)\n[5s] CUSTOMER: Speak (બોલો)\n[6s] AGENT: Rakesh bhai, good morning. I am Ankit Mistry speaking from Jindal Steel, Mumbai. (રાકેશભાઈ ગુડ મોર્નિંગ. હું અંકિત મિસ્ત્રી વાત કરું છું જિંદાલ સ્ટીલમાંથી, મુંબઈ.)\n[10s] CUSTOMER: Yes, speak. (બોલોને.)\n[12s] AGENT: Rakesh bhai, as the month has changed, will there be any requirement from your end for HR for this month? (રાકેશભાઈ, આપણે જેમ કે મહિનો બદલાયો છે, તો કોઈ તમારી એન્ડથી requirement હશે HR માં આ મહિના માટે?)\n[17s] CUSTOMER: What do you have available? (કયું અવેલેબલમાં પડ્યું છે તમારી પાસે?)\n[20s] AGENT: Sir, I have the complete stock available in HR from 1.6 to 16 mm. (સાહેબ મારી પાસે તો HR માં 1.6 થી લઈને 16 mm સુધીનો પૂરેપૂરો સ્ટોક અવેલેબલ છે.)\n[24s] CUSTOMER: No problem. You just give the rate and keep it. If I have anything new, you WhatsApp me yours. (કાઈ વાંધો નઈ. તમે છે ને, રેટ આપીને રખાવો. મારે કઈ નવી હશે ને, મને WhatsApp કરજો તમારું.)\n[29s] AGENT: I'll do it right now. Is this the same number on your WhatsApp? (અભી હાલ કરી આપું. આ સેમ નંબર છે તમારો WhatsApp પર?)\n[31s] CUSTOMER: Yes, yes. (હા, હા.)\n[32s] AGENT: Okay sir, I'll WhatsApp you right now. (ઓકે સર, અભી હાલ તમને કરી આપું WhatsApp.)\n[33s] CUSTOMER: Yes. (હા.)\n[34s] AGENT: Okay sir. (ઓકે સર.)\n[35s] UNKNOWN: The whole pink one. (આખી ગુલાબી.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: There is a child's voice in the background on the customer's side, but it does not interfere with the transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "label_contradiction": 1, "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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When a customer asks you to just send a price list, you lose control of the call. Before agreeing, try to ask one or two discovery questions like 'What do you manufacture?' or 'What thickness do you typically use?' to make the quote you send more relevant.", "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": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted the lead to inquire about Hot Rolled steel requirements for the new month. The customer immediately deflected, asking the agent to send rates via WhatsApp without providing any details. The agent performed no discovery or qualification and simply agreed to send the information, ending the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted, used the customer's name, and identified themself, but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook; instead, they immediately asked if the customer had a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, applications, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was conducted to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Rakesh bhai, as the month has changed, will there be any requirement from your end for HR for this month?\", \"comment\": \"Agent asked if a requirement existed but failed to capture any specific details (grade, thickness, qty) when the customer deflected.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll do it right now. Is this the same number on your WhatsApp?\", \"comment\": \"Agent confirmed a specific next step (sending a WhatsApp) with an immediate turnaround time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks you to just send a price list, you lose control of the call. Before agreeing, try to ask one or two discovery questions like 'What do you manufacture?' or 'What thickness do you typically use?' to make the quote you send more relevant.\", \"segment_detected\": \"unknown\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"You just give the rate and keep it. If I have anything new, you WhatsApp me yours.\", \"response\": \"I'll do it right now. Is this the same number on your WhatsApp?\"}], \"call_summary\": \"The agent contacted the lead to inquire about Hot Rolled steel requirements for the new month. The customer immediately deflected, asking the agent to send rates via WhatsApp without providing any details. The agent performed no discovery or qualification and simply agreed to send the information, ending the call.\"}", "error": null, "latency_ms": 35297, "input_tokens": 3092, "output_tokens": 831, "created_at": "2026-09-25 11:33:39", "sentiment": "neutral", "sentiment_score": -0.048, "sentiment_confidence": "high", "pos": 4, "neg": 4, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.691, "agent_talk_sec": 19.2, "customer_talk_sec": 8.6, "dead_air_sec": 35.2, "longest_monologue_sec": 4.4, "agent_wpm": 246.9, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 4, "words_agent": 79, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178850209151", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello", "text_native": "હેલો" }, { "ucid": "21112178850209151", "idx": 1, "speaker": "agent", "start_s": 1.76, "end_s": 2.16, "text_en": "Hello", "text_native": "હલો" }, { "ucid": "21112178850209151", "idx": 2, "speaker": "agent", "start_s": 2.83, "end_s": 5.19, "text_en": "Hello, is this Rakesh ji speaking? Rakesh Makwana?", "text_native": "હેલો રાકેશજી વાત કરે છે? રાકેશ મકવાણા?" }, { "ucid": "21112178850209151", "idx": 3, "speaker": "customer", "start_s": 5.43, "end_s": 5.87, "text_en": "Speak", "text_native": "બોલો" }, { "ucid": "21112178850209151", "idx": 4, "speaker": "agent", "start_s": 6.15, "end_s": 9.89, "text_en": "Rakesh bhai, good morning. I am Ankit Mistry speaking from Jindal Steel, Mumbai.", "text_native": "રાકેશભાઈ ગુડ મોર્નિંગ. હું અંકિત મિસ્ત્રી વાત કરું છું જિંદાલ સ્ટીલમાંથી, મુંબઈ." }, { "ucid": "21112178850209151", "idx": 5, "speaker": "customer", "start_s": 10.11, "end_s": 10.59, "text_en": "Yes, speak.", "text_native": "બોલોને." }, { "ucid": "21112178850209151", "idx": 6, "speaker": "agent", "start_s": 11.64, "end_s": 15.89, "text_en": "Rakesh bhai, as the month has changed, will there be any requirement from your end for HR for this month?", "text_native": "રાકેશભાઈ, આપણે જેમ કે મહિનો બદલાયો છે, તો કોઈ તમારી એન્ડથી requirement હશે HR માં આ મહિના માટે?" }, { "ucid": "21112178850209151", "idx": 7, "speaker": "customer", "start_s": 16.8, "end_s": 18.99, "text_en": "What do you have available?", "text_native": "કયું અવેલેબલમાં પડ્યું છે તમારી પાસે?" }, { "ucid": "21112178850209151", "idx": 8, "speaker": "agent", "start_s": 19.5, "end_s": 23.89, "text_en": "Sir, I have the complete stock available in HR from 1.6 to 16 mm.", "text_native": "સાહેબ મારી પાસે તો HR માં 1.6 થી લઈને 16 mm સુધીનો પૂરેપૂરો સ્ટોક અવેલેબલ છે." }, { "ucid": "21112178850209151", "idx": 9, "speaker": "customer", "start_s": 24.3, "end_s": 28.59, "text_en": "No problem. You just give the rate and keep it. If I have anything new, you WhatsApp me yours.", "text_native": "કાઈ વાંધો નઈ. તમે છે ને, રેટ આપીને રખાવો. મારે કઈ નવી હશે ને, મને WhatsApp કરજો તમારું." }, { "ucid": "21112178850209151", "idx": 10, "speaker": "agent", "start_s": 28.62, "end_s": 30.69, "text_en": "I'll do it right now. Is this the same number on your WhatsApp?", "text_native": "અભી હાલ કરી આપું. આ સેમ નંબર છે તમારો WhatsApp પર?" }, { "ucid": "21112178850209151", "idx": 11, "speaker": "customer", "start_s": 30.81, "end_s": 31.35, "text_en": "Yes, yes.", "text_native": "હા, હા." }, { "ucid": "21112178850209151", "idx": 12, "speaker": "agent", "start_s": 31.5, "end_s": 33.09, "text_en": "Okay sir, I'll WhatsApp you right now.", "text_native": "ઓકે સર, અભી હાલ તમને કરી આપું WhatsApp." }, { "ucid": "21112178850209151", "idx": 13, "speaker": "customer", "start_s": 33.42, "end_s": 33.69, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178850209151", "idx": 14, "speaker": "agent", "start_s": 34.02, "end_s": 34.47, "text_en": "Okay sir.", "text_native": "ઓકે સર." }, { "ucid": "21112178850209151", "idx": 15, "speaker": "unknown", "start_s": 34.95, "end_s": 35.88, "text_en": "The whole pink one.", "text_native": "આખી ગુલાબી." } ], "steps": [ { "ucid": "21112178850209151", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted, used the customer's name, and identified themself, but failed to ask for permission to speak." }, { "ucid": "21112178850209151", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not lead with a supply or price hook; instead, they immediately asked if the customer had a requirement." }, { "ucid": "21112178850209151", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions about the customer's business, applications, volume, or current suppliers." }, { "ucid": "21112178850209151", "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 because no discovery was conducted to identify customer needs." }, { "ucid": "21112178850209151", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Rakesh bhai, as the month has changed, will there be any requirement from your end for HR for this month?", "comment": "Agent asked if a requirement existed but failed to capture any specific details (grade, thickness, qty) when the customer deflected." }, { "ucid": "21112178850209151", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll do it right now. Is this the same number on your WhatsApp?", "comment": "Agent confirmed a specific next step (sending a WhatsApp) with an immediate turnaround time." } ], "objections": [ { "ucid": "21112178850209151", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "You just give the rate and keep it. If I have anything new, you WhatsApp me yours.", "response": "I'll do it right now. Is this the same number on your WhatsApp?" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }