{ "ucid": "21112178851159091", "call_date": "2026-09-04", "start_time": "2026-09-04 14:16:30", "end_time": "2026-09-04 14:19:14", "duration_sec": 164, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAca247ccc2d1da114759cd796306033ed.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 870, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851159091__DIAca247ccc2d1da114759cd796306033ed.mp3", "audio_bytes": 411264, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 137.088, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Yes, am I speaking with Ganpat Steel? (हाँ गणपत स्टील से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes, tell me. (हाँ जी बताइए।)\n[5s] AGENT: Yes, hello, this is Rohit speaking, Rohit Mishra from the JSW One platform. (जी नमस्ते, रोहित बात कर रहा हूँ, रोहित मिश्रा फ्रॉम JSW One प्लेटफार्म।)\n[8s] CUSTOMER: Yes sir, speak. (हाँ जी सर बोलिए।)\n[9s] AGENT: Ganpat ji, are you in trading? Do you do trading? (गणपत जी, आप ट्रेडिंग में है क्या? ट्रेडिंग करते हैं?)\n[12s] CUSTOMER: Yes sir. (हाँ जी सर।)\n[12s] AGENT: Okay, okay. So do you have any requirement for steel right now? (अच्छा अच्छा। तो अभी कुछ रिक्वायरमेंट है स्टील में?)\n[15s] CUSTOMER: Sir, there was a requirement, I had told you, then your team said they would share a quotation, but then they didn't send the quotation. It's been five or six days today. (सर रिक्वायरमेंट था बताया था, फिर आपकी टीम ने बोला कि कोटेशन शेयर करते हैं, फिर उन्होंने कोटेशन भेजा नहीं उन्होंने। आज पांच छह दिन हो गए।)\n[19s] AGENT: It's been five or six days? Who were you in touch with? (पांच छह दिन हो गए? किसके टच में थे आप?)\n[21s] CUSTOMER: One second, I'll stay on the line. (एक सेकंड चालू रखता हूँ मैं।)\n[22s] AGENT: Were you with Aditya? Aditya Pandey? (आदित्य से थे क्या आप? आदित्य पांडे?)\n[24s] CUSTOMER: Yes, I had spoken with Aditya ji. (हाँ आदित्य जी से हुई थी बात।)\n[26s] AGENT: No. (नहीं।)\n[27s] AGENT: 26. No, actually the material you had asked for, it wasn't in stock at that time. And the second thing is that your quantity was very low. We don't supply two and a half tons. (26. नहीं वो एक्चुअली जो जो मटेरियल आपने दिया था ना, वो था ही नहीं उस टाइम स्टॉक में। और दूसरी चीज़ कि क्वांटिटी आपकी बहुत लो थी। ढाई टन हम लोग नहीं देते हैं।)\n[32s] CUSTOMER: Sir, I had talked about a quantity of three tons and he had said, I had talked about a packet, that I need the material packet by packet. So he said that the packet is of two and a half tons. So he said our packet is of two and a half tons. So I said not two and a half tons, get me a three-ton packet. I have told him this much, brother. (सर तीन टन की क्वांटिटी की बात की थी और उन्होंने बोला था, मैंने तो पैकेट की बात बोली थी कि मेरेको पैकेट-पैकेट माल चाहिए। तो उन्होंने बोला कि ढाई टन का पैकेट होता है। तो उन्होंने बोला हमारा ढाई टन का पैकेट होता है। तो मैं बोला ढाई टन का नहीं आप तीन टन का पैकेट करवाओ मेरा। मैंने उनको इतनी बात बोली हुई है भैया।)\n[40s] AGENT: Yes. (हाँ।)\n[42s] CUSTOMER: Okay. (अच्छा।)\n[42s] CUSTOMER: I didn't even say a two and a half ton packet. He said that our packet is of two and a half tons, so I said get the packet made in three tons. (ढाई टन का मैंने तो पैकेट ही नहीं बोला। उन्होंने बोला कि हमारा पैकेट ढाई टन में होता है तो मैं बोला तीन टन में करवाओ पैकेट।)\n[46s] AGENT: So then tell me this, what will be the total tonnage? (तो फिर ये बताइए ना मुझे कि कितना टोटल टनेज रहेगा?)\n[49s] CUSTOMER: In total, I can take 25 tons, 30 tons. (टोटल में 25 टन, 30 टन ले सकता हूँ।)\n[50s] AGENT: 25-30 tons. The same requirement in two and three mm? (25-30 टन। वही सेम रिक्वायरमेंट दो और तीन mm में?)\n[53s] CUSTOMER: Yes. (हाँ जी।)\n[54s] AGENT: Okay. I'll tell you. Where do you need this? In Rajasthan. Okay, I'll tell you, let's go. (ठीक है। मैं आपको बताता हूँ। ये आपको कहाँ पे चाहिए? राजस्थान में। ठीक है ना मैं बताता हूँ आपको चलिए।)\n[58s] CUSTOMER: Yes. (हाँ जी।)\n[59s] AGENT: The rate will be around 65. (65 का रेट आएगा लगभग।)\n[61s] CUSTOMER: Yes? (हाँ जी?)\n[61s] AGENT: The rate will be 65, lumpsum. (65 का रेट आएगा लमसम।)\n[64s] CUSTOMER: Which brand will it be? (ब्रांड कौनसा होगा?)\n[65s] AGENT: Huh? JSW. (हाँ? JSW.)\n[67s] AGENT: JSW or else Tata. As per availability. (JSW या फिर Tata. As per availability.)\n[69s] AGENT: And for your 1.6, it is around 67. (और आपका जो 1.6 है उसका है 67 के अराउंड।)\n[72s] CUSTOMER: Can you WhatsApp me? (आप मेरेको WhatsApp कर सकते हो?)\n[73s] AGENT: Okay. (ठीक है।)\n[75s] CUSTOMER: Hello. (हेलो।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 35, "connected": 1, "audio_notes": "clear: There is some background noise and chatter on the customer's side, but it does not significantly hinder transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "35 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": 0.0, "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\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer brings up a past issue, resolve it, but then you must regain control and follow the script: ask for permission, deliver your hook, and conduct proper discovery before offering a price.", "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 customer, a trader, followed up on a previously unfulfilled quote request. The agent explained the prior failure was due to low quantity and stock issues. The customer then stated a new, larger requirement of 25-30 tons of HR coil for Rajasthan. The agent provided a price but failed to conduct full discovery or set a firm next step, ending by agreeing to the customer's request to send details via WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but did not ask for permission to speak before questioning the customer.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a proactive supply or price hook, instead reacting to the customer's complaint about a past interaction.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Ganpat ji, are you in trading? Do you do trading?\", \"comment\": \"Agent only asked about business type and potential tonnage, missing 4 of the 6 key discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs, only provided a price and brand name.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent confirmed thickness, quantity, and location, but failed to capture grade, width, or required delivery date.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent passively agreed to \\\"WhatsApp me\\\" but did not commit to a specific action like sending a formal quote with a turnaround time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer brings up a past issue, resolve it, but then you must regain control and follow the script: ask for permission, deliver your hook, and conduct proper discovery before offering a price.\", \"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 customer, a trader, followed up on a previously unfulfilled quote request. The agent explained the prior failure was due to low quantity and stock issues. The customer then stated a new, larger requirement of 25-30 tons of HR coil for Rajasthan. The agent provided a price but failed to conduct full discovery or set a firm next step, ending by agreeing to the customer's request to send details via WhatsApp.\"}", "error": null, "latency_ms": 51198, "input_tokens": 3849, "output_tokens": 741, "created_at": "2026-09-25 11:32:24", "sentiment": "positive", "sentiment_score": 0.429, "sentiment_confidence": "high", "pos": 6, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.551, "agent_talk_sec": 32.1, "customer_talk_sec": 26.2, "dead_air_sec": 105.7, "longest_monologue_sec": 5.3, "agent_wpm": 312.1, "interruptions": 0, "agent_turns": 18, "customer_turns": 17, "discovery_qs": 12, "words_agent": 167, "words_customer": 186, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851159091", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.3, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178851159091", "idx": 1, "speaker": "agent", "start_s": 2.13, "end_s": 3.5, "text_en": "Yes, am I speaking with Ganpat Steel?", "text_native": "हाँ गणपत स्टील से बात कर रहे हैं?" }, { "ucid": "21112178851159091", "idx": 2, "speaker": "customer", "start_s": 3.9, "end_s": 4.5, "text_en": "Yes, tell me.", "text_native": "हाँ जी बताइए।" }, { "ucid": "21112178851159091", "idx": 3, "speaker": "agent", "start_s": 4.89, "end_s": 7.6, "text_en": "Yes, hello, this is Rohit speaking, Rohit Mishra from the JSW One platform.", "text_native": "जी नमस्ते, रोहित बात कर रहा हूँ, रोहित मिश्रा फ्रॉम JSW One प्लेटफार्म।" }, { "ucid": "21112178851159091", "idx": 4, "speaker": "customer", "start_s": 7.97, "end_s": 8.8, "text_en": "Yes sir, speak.", "text_native": "हाँ जी सर बोलिए।" }, { "ucid": "21112178851159091", "idx": 5, "speaker": "agent", "start_s": 9.47, "end_s": 11.3, "text_en": "Ganpat ji, are you in trading? Do you do trading?", "text_native": "गणपत जी, आप ट्रेडिंग में है क्या? ट्रेडिंग करते हैं?" }, { "ucid": "21112178851159091", "idx": 6, "speaker": "customer", "start_s": 11.6, "end_s": 12.1, "text_en": "Yes sir.", "text_native": "हाँ जी सर।" }, { "ucid": "21112178851159091", "idx": 7, "speaker": "agent", "start_s": 12.4, "end_s": 14.3, "text_en": "Okay, okay. So do you have any requirement for steel right now?", "text_native": "अच्छा अच्छा। तो अभी कुछ रिक्वायरमेंट है स्टील में?" }, { "ucid": "21112178851159091", "idx": 8, "speaker": "customer", "start_s": 14.7, "end_s": 19.2, "text_en": "Sir, there was a requirement, I had told you, then your team said they would share a quotation, but then they didn't send the quotation. It's been five or six days today.", "text_native": "सर रिक्वायरमेंट था बताया था, फिर आपकी टीम ने बोला कि कोटेशन शेयर करते हैं, फिर उन्होंने कोटेशन भेजा नहीं उन्होंने। आज पांच छह दिन हो गए।" }, { "ucid": "21112178851159091", "idx": 9, "speaker": "agent", "start_s": 19.4, "end_s": 20.8, "text_en": "It's been five or six days? Who were you in touch with?", "text_native": "पांच छह दिन हो गए? किसके टच में थे आप?" }, { "ucid": "21112178851159091", "idx": 10, "speaker": "customer", "start_s": 21.3, "end_s": 22.4, "text_en": "One second, I'll stay on the line.", "text_native": "एक सेकंड चालू रखता हूँ मैं।" }, { "ucid": "21112178851159091", "idx": 11, "speaker": "agent", "start_s": 22.4, "end_s": 23.8, "text_en": "Were you with Aditya? Aditya Pandey?", "text_native": "आदित्य से थे क्या आप? आदित्य पांडे?" }, { "ucid": "21112178851159091", "idx": 12, "speaker": "customer", "start_s": 24.1, "end_s": 25.2, "text_en": "Yes, I had spoken with Aditya ji.", "text_native": "हाँ आदित्य जी से हुई थी बात।" }, { "ucid": "21112178851159091", "idx": 13, "speaker": "agent", "start_s": 26.2, "end_s": 26.5, "text_en": "No.", "text_native": "नहीं।" }, { "ucid": "21112178851159091", "idx": 14, "speaker": "agent", "start_s": 27.0, "end_s": 32.0, "text_en": "26. No, actually the material you had asked for, it wasn't in stock at that time. And the second thing is that your quantity was very low. We don't supply two and a half tons.", "text_native": "26. नहीं वो एक्चुअली जो जो मटेरियल आपने दिया था ना, वो था ही नहीं उस टाइम स्टॉक में। और दूसरी चीज़ कि क्वांटिटी आपकी बहुत लो थी। ढाई टन हम लोग नहीं देते हैं।" }, { "ucid": "21112178851159091", "idx": 15, "speaker": "customer", "start_s": 32.2, "end_s": 40.5, "text_en": "Sir, I had talked about a quantity of three tons and he had said, I had talked about a packet, that I need the material packet by packet. So he said that the packet is of two and a half tons. So he said our packet is of two and a half tons. So I said not two and a half tons, get me a three-ton packet. I have told him this much, brother.", "text_native": "सर तीन टन की क्वांटिटी की बात की थी और उन्होंने बोला था, मैंने तो पैकेट की बात बोली थी कि मेरेको पैकेट-पैकेट माल चाहिए। तो उन्होंने बोला कि ढाई टन का पैकेट होता है। तो उन्होंने बोला हमारा ढाई टन का पैकेट होता है। तो मैं बोला ढाई टन का नहीं आप तीन टन का पैकेट करवाओ मेरा। मैंने उनको इतनी बात बोली हुई है भैया।" }, { "ucid": "21112178851159091", "idx": 16, "speaker": "agent", "start_s": 40.5, "end_s": 40.8, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178851159091", "idx": 17, "speaker": "customer", "start_s": 41.8, "end_s": 42.2, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178851159091", "idx": 18, "speaker": "customer", "start_s": 42.2, "end_s": 45.5, "text_en": "I didn't even say a two and a half ton packet. He said that our packet is of two and a half tons, so I said get the packet made in three tons.", "text_native": "ढाई टन का मैंने तो पैकेट ही नहीं बोला। उन्होंने बोला कि हमारा पैकेट ढाई टन में होता है तो मैं बोला तीन टन में करवाओ पैकेट।" }, { "ucid": "21112178851159091", "idx": 19, "speaker": "agent", "start_s": 45.5, "end_s": 48.0, "text_en": "So then tell me this, what will be the total tonnage?", "text_native": "तो फिर ये बताइए ना मुझे कि कितना टोटल टनेज रहेगा?" }, { "ucid": "21112178851159091", "idx": 20, "speaker": "customer", "start_s": 48.7, "end_s": 50.3, "text_en": "In total, I can take 25 tons, 30 tons.", "text_native": "टोटल में 25 टन, 30 टन ले सकता हूँ।" }, { "ucid": "21112178851159091", "idx": 21, "speaker": "agent", "start_s": 50.5, "end_s": 52.4, "text_en": "25-30 tons. The same requirement in two and three mm?", "text_native": "25-30 टन। वही सेम रिक्वायरमेंट दो और तीन mm में?" }, { "ucid": "21112178851159091", "idx": 22, "speaker": "customer", "start_s": 52.6, "end_s": 53.0, "text_en": "Yes.", "text_native": "हाँ जी।" }, { "ucid": "21112178851159091", "idx": 23, "speaker": "agent", "start_s": 54.4, "end_s": 58.0, "text_en": "Okay. I'll tell you. Where do you need this? In Rajasthan. Okay, I'll tell you, let's go.", "text_native": "ठीक है। मैं आपको बताता हूँ। ये आपको कहाँ पे चाहिए? राजस्थान में। ठीक है ना मैं बताता हूँ आपको चलिए।" }, { "ucid": "21112178851159091", "idx": 24, "speaker": "customer", "start_s": 58.0, "end_s": 58.4, "text_en": "Yes.", "text_native": "हाँ जी।" }, { "ucid": "21112178851159091", "idx": 25, "speaker": "agent", "start_s": 59.3, "end_s": 60.6, "text_en": "The rate will be around 65.", "text_native": "65 का रेट आएगा लगभग।" }, { "ucid": "21112178851159091", "idx": 26, "speaker": "customer", "start_s": 60.6, "end_s": 61.0, "text_en": "Yes?", "text_native": "हाँ जी?" }, { "ucid": "21112178851159091", "idx": 27, "speaker": "agent", "start_s": 61.3, "end_s": 62.6, "text_en": "The rate will be 65, lumpsum.", "text_native": "65 का रेट आएगा लमसम।" }, { "ucid": "21112178851159091", "idx": 28, "speaker": "customer", "start_s": 63.8, "end_s": 64.6, "text_en": "Which brand will it be?", "text_native": "ब्रांड कौनसा होगा?" }, { "ucid": "21112178851159091", "idx": 29, "speaker": "agent", "start_s": 65.0, "end_s": 65.7, "text_en": "Huh? JSW.", "text_native": "हाँ? JSW." }, { "ucid": "21112178851159091", "idx": 30, "speaker": "agent", "start_s": 66.8, "end_s": 68.8, "text_en": "JSW or else Tata. As per availability.", "text_native": "JSW या फिर Tata. As per availability." }, { "ucid": "21112178851159091", "idx": 31, "speaker": "agent", "start_s": 69.4, "end_s": 71.5, "text_en": "And for your 1.6, it is around 67.", "text_native": "और आपका जो 1.6 है उसका है 67 के अराउंड।" }, { "ucid": "21112178851159091", "idx": 32, "speaker": "customer", "start_s": 71.8, "end_s": 72.9, "text_en": "Can you WhatsApp me?", "text_native": "आप मेरेको WhatsApp कर सकते हो?" }, { "ucid": "21112178851159091", "idx": 33, "speaker": "agent", "start_s": 73.1, "end_s": 73.6, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178851159091", "idx": 34, "speaker": "customer", "start_s": 75.1, "end_s": 75.5, "text_en": "Hello.", "text_native": "हेलो।" } ], "steps": [ { "ucid": "21112178851159091", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified self and company but did not ask for permission to speak before questioning the customer." }, { "ucid": "21112178851159091", "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 deliver a proactive supply or price hook, instead reacting to the customer's complaint about a past interaction." }, { "ucid": "21112178851159091", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "Ganpat ji, are you in trading? Do you do trading?", "comment": "Agent only asked about business type and potential tonnage, missing 4 of the 6 key discovery questions." }, { "ucid": "21112178851159091", "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, only provided a price and brand name." }, { "ucid": "21112178851159091", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent confirmed thickness, quantity, and location, but failed to capture grade, width, or required delivery date." }, { "ucid": "21112178851159091", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent passively agreed to \"WhatsApp me\" but did not commit to a specific action like sending a formal quote with a turnaround time." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }