{ "ucid": "21112178850429121", "call_date": "2026-09-04", "start_time": "2026-09-04 12:14:51", "end_time": "2026-09-04 12:18:55", "duration_sec": 244, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Query", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAad3de06e3f4117dba84c1a2de6fc4695.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 887, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178850429121__DIAad3de06e3f4117dba84c1a2de6fc4695.mp3", "audio_bytes": 597240, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 199.08, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] AGENT: Hello, good afternoon. Am I talking to Unique Engineers?\n[5s] CUSTOMER: Yes.\n[6s] AGENT: Uh sir, this is Jeevan calling from JSW One platforms, Mumbai. So, is it a good time to talk, sir?\n[11s] CUSTOMER: Yeah.\n[12s] AGENT: Yeah, perfect. Thank you. Uh so, uh sir, this is with respect to an enquiry or the registration that you have made in our platform. So just wanted to check if you have got any, you know, uh present or current requirement for HR sheets, coils, or PPGL, GI, GA sheets?\n[21s] CUSTOMER: Uh like until what thickness do you offer?\n[24s] AGENT: So we basically offer uh like like the entire whole variety of segments because we have multiple plants and we have multiple, you know, uh distributors across India. So, uh based on your requirement, we will arrange the product from either the plant or from the nearby yards and then we supply it to you.\n[36s] CUSTOMER: Okay. What about thicknesses like 60, 100, 150 mm, something like that?\n[40s] AGENT: Uh 150 mm of?\n[42s] CUSTOMER: Uh carbon 45. Uh do one thing. I currently I have a requirement of 63 mm C45 plates.\n[47s] AGENT: Got it. Got it. No worries. Sir, I'll do one thing. If you don't mind, may I just confirm is 7996936969 is your WhatsApp number?\n[53s] CUSTOMER: Yeah, yeah, this is the number.\n[55s] AGENT: Yeah, sure. I'll share you my details. Uh you can just share me the, you know, the exact attributes and the material name through uh that uh WhatsApp text so that I can uh forward the message to the category team and get the pricing for you.\n[1s] CUSTOMER: Okay. How long will this take like after I send the message, how long will it take you to give me a price?\n[6s] AGENT: Uh just give me like two hours of time.\n[8s] CUSTOMER: Okay.\n[10s] AGENT: Yeah, in two hours of time, I'll try to get the pricing. I'll try to get the delivered pricing, which is like including the freight. And uh based on that, you can you can take your call. Yeah, basically, may I just confirm if your delivery location comes around Bengaluru urban?\n[19s] CUSTOMER: Peenya. Peenya 560058.\n[21s] AGENT: Oh, okay. Peenya Industrial Area, right? (Accha, okay. Peenya Industrial Area, right?)\n[23s] CUSTOMER: Yeah, yeah.\n[23s] AGENT: I get it. I get it. I get it. Okay, no worries. No worries. So I guess most of the delivery will be from either Coimbatore, I mean, uh sorry, uh yeah, Coimbatore area or maybe from Bangalore itself.\n[32s] AGENT: I mean, yeah, like you have to check the availability, right? So based on the requirement of yours. So that's not a problem. We will arrange all those stuffs. That's not a big deal. So kindly share the requirement through the WhatsApp once I text you. Uh based on that, I'll I'll take up the call.\n[41s] CUSTOMER: Okay. Sure, no problem.\n[42s] AGENT: Yeah. Your good name, sir?\n[44s] CUSTOMER: It's Jay, J A I.\n[46s] AGENT: Jay. Got it. And you do you head the company or you are like into procurement?\n[49s] CUSTOMER: Yeah, I'm proprietor.\n[50s] AGENT: You're the proprietor. Got it. Got it.\n[52s] CUSTOMER: Yeah.\n[52s] AGENT: Understood. No worries. So, Jay, I'll do one thing. I'll text you right away. You can share me your requirement.\n[56s] CUSTOMER: Okay, thank you.\n[57s] AGENT: Yeah, perfect. Thank you. Thank you so much, Jay.\n[60s] CUSTOMER: Okay.", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 33, "connected": 1, "audio_notes": "clear: A single Hindi word 'Accha' is used in an otherwise English conversation.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "33 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": "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\"]", "pitch_coaching_note": "When the customer takes control early, you must steer the conversation back to discovery to understand their business before jumping to a solution.", "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": "63 mm C45 plates", "catalogue_status": "unknown", "quality_flags_total": 0, "supply_flag": "not_in_stockyard", "supply_details": "Agent needs to check with the category team for availability and pricing of 63mm C45 plates, indicating it is not a standard stockyard item.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a manufacturing lead who immediately took control of the call, stating a specific requirement for 63mm C45 plates in Peenya, Bengaluru. The agent skipped discovery and qualification, instead agreeing to check availability with the category team and provide a quote via WhatsApp within two hours. The call ended with a clear but agent-passive next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, good afternoon. Am I talking to Unique Engineers?... this is Jeevan calling from JSW One platforms, Mumbai. So, is it a good time to talk, sir?\", \"comment\": \"Agent successfully greeted, identified self and company, used the customer's company name, and asked for permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"this is with respect to an enquiry or the registration that you have made in our platform. So just wanted to check if you have got any, you know, uh present or current requirement...\", \"comment\": \"The agent did not lead with a supply or price hook, instead moving directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the six required discovery questions; the customer took control and stated their need immediately.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was done to identify a customer need to pitch against.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"you can just share me the, you know, the exact attributes and the material name through uh that uh WhatsApp text...\", \"comment\": \"Agent asked if a requirement exists but failed to capture the full details (qty, width, date) on the call, instead deferring to WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"just give me like two hours of time... I'll try to get the pricing.\", \"comment\": \"Agent committed to a clear next step (providing a quote) with a specific turnaround time (two hours).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer takes control early, you must steer the conversation back to discovery to understand their business before jumping to a solution.\", \"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\": \"63 mm C45 plates\", \"catalogue_status\": \"unknown\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Agent needs to check with the category team for availability and pricing of 63mm C45 plates, indicating it is not a standard stockyard item.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a manufacturing lead who immediately took control of the call, stating a specific requirement for 63mm C45 plates in Peenya, Bengaluru. The agent skipped discovery and qualification, instead agreeing to check availability with the category team and provide a quote via WhatsApp within two hours. The call ended with a clear but agent-passive next step.\"}", "error": null, "latency_ms": 34677, "input_tokens": 3567, "output_tokens": 866, "created_at": "2026-09-25 11:32:51", "sentiment": "positive", "sentiment_score": 0.476, "sentiment_confidence": "high", "pos": 14, "neg": 4, "lex_hits": 22, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.746, "agent_talk_sec": 73.9, "customer_talk_sec": 25.2, "dead_air_sec": 144.9, "longest_monologue_sec": 16.5, "agent_wpm": 348.3, "interruptions": 0, "agent_turns": 17, "customer_turns": 16, "discovery_qs": 10, "words_agent": 429, "words_customer": 92, "monologue_heavy": 1, "turns": [ { "ucid": "21112178850429121", "idx": 0, "speaker": "agent", "start_s": 1.97, "end_s": 4.61, "text_en": "Hello, good afternoon. Am I talking to Unique Engineers?", "text_native": "Hello, good afternoon. Am I talking to Unique Engineers?" }, { "ucid": "21112178850429121", "idx": 1, "speaker": "customer", "start_s": 5.1, "end_s": 5.49, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178850429121", "idx": 2, "speaker": "agent", "start_s": 6.1, "end_s": 10.7, "text_en": "Uh sir, this is Jeevan calling from JSW One platforms, Mumbai. So, is it a good time to talk, sir?", "text_native": "Uh sir, this is Jeevan calling from JSW One platforms, Mumbai. So, is it a good time to talk, sir?" }, { "ucid": "21112178850429121", "idx": 3, "speaker": "customer", "start_s": 11.3, "end_s": 11.67, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178850429121", "idx": 4, "speaker": "agent", "start_s": 12.29, "end_s": 20.7, "text_en": "Yeah, perfect. Thank you. Uh so, uh sir, this is with respect to an enquiry or the registration that you have made in our platform. So just wanted to check if you have got any, you know, uh present or current requirement for HR sheets, coils, or PPGL, GI, GA sheets?", "text_native": "Yeah, perfect. Thank you. Uh so, uh sir, this is with respect to an enquiry or the registration that you have made in our platform. So just wanted to check if you have got any, you know, uh present or current requirement for HR sheets, coils, or PPGL, GI, GA sheets?" }, { "ucid": "21112178850429121", "idx": 5, "speaker": "customer", "start_s": 20.93, "end_s": 23.3, "text_en": "Uh like until what thickness do you offer?", "text_native": "Uh like until what thickness do you offer?" }, { "ucid": "21112178850429121", "idx": 6, "speaker": "agent", "start_s": 24.0, "end_s": 34.7, "text_en": "So we basically offer uh like like the entire whole variety of segments because we have multiple plants and we have multiple, you know, uh distributors across India. So, uh based on your requirement, we will arrange the product from either the plant or from the nearby yards and then we supply it to you.", "text_native": "So we basically offer uh like like the entire whole variety of segments because we have multiple plants and we have multiple, you know, uh distributors across India. So, uh based on your requirement, we will arrange the product from either the plant or from the nearby yards and then we supply it to you." }, { "ucid": "21112178850429121", "idx": 7, "speaker": "customer", "start_s": 35.7, "end_s": 39.8, "text_en": "Okay. What about thicknesses like 60, 100, 150 mm, something like that?", "text_native": "Okay. What about thicknesses like 60, 100, 150 mm, something like that?" }, { "ucid": "21112178850429121", "idx": 8, "speaker": "agent", "start_s": 40.2, "end_s": 41.2, "text_en": "Uh 150 mm of?", "text_native": "Uh 150 mm of?" }, { "ucid": "21112178850429121", "idx": 9, "speaker": "customer", "start_s": 41.7, "end_s": 46.7, "text_en": "Uh carbon 45. Uh do one thing. I currently I have a requirement of 63 mm C45 plates.", "text_native": "Uh carbon 45. Uh do one thing. I currently I have a requirement of 63 mm C45 plates." }, { "ucid": "21112178850429121", "idx": 10, "speaker": "agent", "start_s": 47.1, "end_s": 52.9, "text_en": "Got it. Got it. No worries. Sir, I'll do one thing. If you don't mind, may I just confirm is 7996936969 is your WhatsApp number?", "text_native": "Got it. Got it. No worries. Sir, I'll do one thing. If you don't mind, may I just confirm is 7996936969 is your WhatsApp number?" }, { "ucid": "21112178850429121", "idx": 11, "speaker": "customer", "start_s": 53.3, "end_s": 54.5, "text_en": "Yeah, yeah, this is the number.", "text_native": "Yeah, yeah, this is the number." }, { "ucid": "21112178850429121", "idx": 12, "speaker": "agent", "start_s": 54.7, "end_s": 1.4, "text_en": "Yeah, sure. I'll share you my details. Uh you can just share me the, you know, the exact attributes and the material name through uh that uh WhatsApp text so that I can uh forward the message to the category team and get the pricing for you.", "text_native": "Yeah, sure. I'll share you my details. Uh you can just share me the, you know, the exact attributes and the material name through uh that uh WhatsApp text so that I can uh forward the message to the category team and get the pricing for you." }, { "ucid": "21112178850429121", "idx": 13, "speaker": "customer", "start_s": 1.4, "end_s": 5.8, "text_en": "Okay. How long will this take like after I send the message, how long will it take you to give me a price?", "text_native": "Okay. How long will this take like after I send the message, how long will it take you to give me a price?" }, { "ucid": "21112178850429121", "idx": 14, "speaker": "agent", "start_s": 6.0, "end_s": 8.1, "text_en": "Uh just give me like two hours of time.", "text_native": "Uh just give me like two hours of time." }, { "ucid": "21112178850429121", "idx": 15, "speaker": "customer", "start_s": 8.5, "end_s": 9.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178850429121", "idx": 16, "speaker": "agent", "start_s": 9.5, "end_s": 18.9, "text_en": "Yeah, in two hours of time, I'll try to get the pricing. I'll try to get the delivered pricing, which is like including the freight. And uh based on that, you can you can take your call. Yeah, basically, may I just confirm if your delivery location comes around Bengaluru urban?", "text_native": "Yeah, in two hours of time, I'll try to get the pricing. I'll try to get the delivered pricing, which is like including the freight. And uh based on that, you can you can take your call. Yeah, basically, may I just confirm if your delivery location comes around Bengaluru urban?" }, { "ucid": "21112178850429121", "idx": 17, "speaker": "customer", "start_s": 18.9, "end_s": 20.8, "text_en": "Peenya. Peenya 560058.", "text_native": "Peenya. Peenya 560058." }, { "ucid": "21112178850429121", "idx": 18, "speaker": "agent", "start_s": 20.8, "end_s": 22.6, "text_en": "Oh, okay. Peenya Industrial Area, right?", "text_native": "Accha, okay. Peenya Industrial Area, right?" }, { "ucid": "21112178850429121", "idx": 19, "speaker": "customer", "start_s": 22.8, "end_s": 23.2, "text_en": "Yeah, yeah.", "text_native": "Yeah, yeah." }, { "ucid": "21112178850429121", "idx": 20, "speaker": "agent", "start_s": 23.4, "end_s": 31.3, "text_en": "I get it. I get it. I get it. Okay, no worries. No worries. So I guess most of the delivery will be from either Coimbatore, I mean, uh sorry, uh yeah, Coimbatore area or maybe from Bangalore itself.", "text_native": "I get it. I get it. I get it. Okay, no worries. No worries. So I guess most of the delivery will be from either Coimbatore, I mean, uh sorry, uh yeah, Coimbatore area or maybe from Bangalore itself." }, { "ucid": "21112178850429121", "idx": 21, "speaker": "agent", "start_s": 32.2, "end_s": 40.8, "text_en": "I mean, yeah, like you have to check the availability, right? So based on the requirement of yours. So that's not a problem. We will arrange all those stuffs. That's not a big deal. So kindly share the requirement through the WhatsApp once I text you. Uh based on that, I'll I'll take up the call.", "text_native": "I mean, yeah, like you have to check the availability, right? So based on the requirement of yours. So that's not a problem. We will arrange all those stuffs. That's not a big deal. So kindly share the requirement through the WhatsApp once I text you. Uh based on that, I'll I'll take up the call." }, { "ucid": "21112178850429121", "idx": 22, "speaker": "customer", "start_s": 41.2, "end_s": 42.3, "text_en": "Okay. Sure, no problem.", "text_native": "Okay. Sure, no problem." }, { "ucid": "21112178850429121", "idx": 23, "speaker": "agent", "start_s": 42.4, "end_s": 43.2, "text_en": "Yeah. Your good name, sir?", "text_native": "Yeah. Your good name, sir?" }, { "ucid": "21112178850429121", "idx": 24, "speaker": "customer", "start_s": 43.6, "end_s": 45.1, "text_en": "It's Jay, J A I.", "text_native": "It's Jay, J A I." }, { "ucid": "21112178850429121", "idx": 25, "speaker": "agent", "start_s": 45.7, "end_s": 49.2, "text_en": "Jay. Got it. And you do you head the company or you are like into procurement?", "text_native": "Jay. Got it. And you do you head the company or you are like into procurement?" }, { "ucid": "21112178850429121", "idx": 26, "speaker": "customer", "start_s": 49.4, "end_s": 50.3, "text_en": "Yeah, I'm proprietor.", "text_native": "Yeah, I'm proprietor." }, { "ucid": "21112178850429121", "idx": 27, "speaker": "agent", "start_s": 50.5, "end_s": 51.6, "text_en": "You're the proprietor. Got it. Got it.", "text_native": "You're the proprietor. Got it. Got it." }, { "ucid": "21112178850429121", "idx": 28, "speaker": "customer", "start_s": 51.6, "end_s": 52.0, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178850429121", "idx": 29, "speaker": "agent", "start_s": 52.1, "end_s": 55.8, "text_en": "Understood. No worries. So, Jay, I'll do one thing. I'll text you right away. You can share me your requirement.", "text_native": "Understood. No worries. So, Jay, I'll do one thing. I'll text you right away. You can share me your requirement." }, { "ucid": "21112178850429121", "idx": 30, "speaker": "customer", "start_s": 56.2, "end_s": 56.9, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." }, { "ucid": "21112178850429121", "idx": 31, "speaker": "agent", "start_s": 57.2, "end_s": 59.1, "text_en": "Yeah, perfect. Thank you. Thank you so much, Jay.", "text_native": "Yeah, perfect. Thank you. Thank you so much, Jay." }, { "ucid": "21112178850429121", "idx": 32, "speaker": "customer", "start_s": 59.8, "end_s": 1.0, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178850429121", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello, good afternoon. Am I talking to Unique Engineers?... this is Jeevan calling from JSW One platforms, Mumbai. So, is it a good time to talk, sir?", "comment": "Agent successfully greeted, identified self and company, used the customer's company name, and asked for permission." }, { "ucid": "21112178850429121", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "this is with respect to an enquiry or the registration that you have made in our platform. So just wanted to check if you have got any, you know, uh present or current requirement...", "comment": "The agent did not lead with a supply or price hook, instead moving directly to asking for a requirement." }, { "ucid": "21112178850429121", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the six required discovery questions; the customer took control and stated their need immediately." }, { "ucid": "21112178850429121", "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 done to identify a customer need to pitch against." }, { "ucid": "21112178850429121", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "you can just share me the, you know, the exact attributes and the material name through uh that uh WhatsApp text...", "comment": "Agent asked if a requirement exists but failed to capture the full details (qty, width, date) on the call, instead deferring to WhatsApp." }, { "ucid": "21112178850429121", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "just give me like two hours of time... I'll try to get the pricing.", "comment": "Agent committed to a clear next step (providing a quote) with a specific turnaround time (two hours)." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }