{ "ucid": "21112178851191241", "call_date": "2026-09-04", "start_time": "2026-09-04 14:21:52", "end_time": "2026-09-04 14:24:32", "duration_sec": 160, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0d46886e33ab641e57f08ae147aab264.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 867, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851191241__DIA0d46886e33ab641e57f08ae147aab264.mp3", "audio_bytes": 371304, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 123.768, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello? (हॅलो?)\n[7s] AGENT: Hello? (हॅलो?)\n[10s] CUSTOMER: Hello? (हॅलो?)\n[10s] AGENT: Yes sir, can you hear me? (हां सर, आवाज आ रही है?)\n[11s] AGENT: I was calling from JSW, sir. (JSW से बात कर रहा था सर मैं।)\n[13s] CUSTOMER: From where? (कहां से?)\n[13s] AGENT: JSW One MSME.\n[14s] CUSTOMER: Yes yes, tell me, tell me. (हां हां, बोलिए बोलिए।)\n[16s] AGENT: Yes sir, you had actually created a requirement in between, sir, for HR. Is there any live requirement now? (हां सर, आपने एक्चुअली एक requirement बनाई थी बीच में सर HR की। अभी कुछ है live requirement?)\n[20s] CUSTOMER: No, there isn't any right now. (नहीं, अभी तो नहीं है कोई।)\n[21s] AGENT: Oh, there isn't any right now? (अच्छा, अभी नहीं है क्या?)\n[22s] CUSTOMER: But you see, that requirement comes to me regularly, but they need this table top material, meaning they don't want re-cut. Bund, they want a packet only. So will you be able to provide it in a packet? (लेकिन आपको ये, वो requirement मुझे regular आती है, लेकिन उनको ना ये table top material चाहिए, मतलब re-cut नहीं चाहिए उनको। बंड, packet ही चाहिए। तो आपको मिलेगा क्या packet में?)\n[29s] AGENT: You will get a packet, sir. It's not that we don't have it, but for a packet, there's a bit of a premium charge. And the issue that comes with packet material, the main thing is that for table top, they don't want waviness and all, right? That comes in our coil cut as well, in standard material too. The waviness is very less. Until now, how you take from dealers, distributors, they what they do is they pick up material from auction, NCO material and cut it. (Packet मिल जाएगा सर। नहीं है, but packet का ना थोड़ा premium charge रहता है। और packet material में जो issue आता है, main होता है ना कि table top उनको waviness वगेरा नहीं चाहिए ना। वो अपने coil cut में भी आता है, standard material में भी। Waviness बहोत कम रहता है। अभी तक कैसा आप dealer distributor से लेते हो, तो वो लोग क्या है auction, NCO material से माल उठा के काट देते है।)\n[39s] CUSTOMER: Yes. (हां।)\n[40s] AGENT: So then it's better that we do this one only. Meaning, even if you take coil cut, there won't be any problem in it for you, because JSW gives a guarantee for it. (तो फिर better है ना कि अपन यह वाला ही करे। मतलब coil cut भी दोगे तो कोई दिक्कत नहीं आएगा उसमे आपको, क्योंकि JSW उसकी guarantee देता है।)\n[44s] CUSTOMER: But they say they get it, then when they do laser cutting, they do face that problem of waving. (लेकिन वो बोलते है उनको आता है, फिर laser cutting करते है ना, तो उनको वो problem आता ही है waving का।)\n[48s] AGENT: No no, we give it to fabricators and laser cutters, we give it to many cutters. That issue will not come in the material, sir. That much assurance is there. Because it's being billed directly from the company, right sir? The material is coming from the company. (नहीं नहीं, हम लोग fabricators को और laser cutters वालों को देते है, काफी cutters को देते है। वो issue नहीं आएगा सर material के अंदर। उतना assurance है। क्योंकि directly कंपनी से bill हो रहा है ना सर ये। कंपनी का माल आ रहा है।)\n[53s] CUSTOMER: Okay.\n[54s] AGENT: What a distributor does, sir, is he keeps aging coils, sometimes if another material is placed on top of it, the load on the coil below increases. All those problems arise, sir. (Distributor क्या होता है सर, aging coil रखता है, कभी उसके ऊपर दूसरा माल रख दिया तो नीचे वाली coil पे load बढ़ जाता है। वो सब problem आ जाती है सर।)\n[58s] CUSTOMER: Okay.\n[60s] CUSTOMER: Right? So what is the price difference between the material of these two? (है ना? तो ये दोनों के माल में कितना difference रहता है price का?)\n[62s] AGENT: It depends, sir, on the quantity, what the quantity is and how it works out, it depends entirely on that, sir. (Depends करता है सर, quantity, quantity क्या है और कैसे क्या बैठता है, वो उस पे depend करता है सर पूरा।)\n[65s] CUSTOMER: Okay, so next time the requirement comes, I will share it with you. (ठीक है, तो मैं अभी next time आएगी ना requirement, तो आपसे share करता हूं मैं।)\n[68s] AGENT: Absolutely sir, absolutely. (बिलकुल सर, बिलकुल।)\n[69s] CUSTOMER: What is your name? (आपका नाम क्या है?)\n[70s] AGENT: Dhruv. (ध्रुव।)\n[70s] CUSTOMER: Huh? (हां?)\n[71s] AGENT: Dhruv Sharma. (ध्रुव शर्मा।)\n[72s] CUSTOMER: Dhruv Sharma. Okay. Okay. (ध्रुव शर्मा। Okay. Okay.)\n[74s] CUSTOMER: Okay, fine. Thanks. (Okay, ठीक है। Thanks.)\n[75s] AGENT: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 31, "connected": 1, "audio_notes": "clear: Some background noise is present, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "31 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You did a good job handling the customer's quality concern, but you skipped the opening, hook, and discovery steps. Always follow the structure to control the call and gather all necessary information.", "usp_relevance": "matched", "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": 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 followed up on a past HR inquiry. The customer confirmed no current need but described a recurring requirement for high-quality, waviness-free material for laser cutting applications. The agent addressed the quality concern by pitching JSW's guaranteed coil-cut product as a superior alternative. The call ended with the customer promising to share their next requirement.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak before starting the pitch.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and immediately asked about a live requirement, not leading with a supply or price signal.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; all information about the customer's business was volunteered by the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Waviness बहोत कम रहता है. अभी तक कैसा आप dealer distributor से लेते हो, तो वो लोग क्या है auction, NCO material से माल उठा के काट देते है।\", \"comment\": \"Agent pitched JSW's superior quality and direct sourcing to counter the customer's concern about 'waviness' from other suppliers.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"अभी कुछ है live requirement?\", \"comment\": \"Agent successfully asked if a current requirement exists, and the customer confirmed they had none.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent accepted a vague promise from the customer ('next time I will share') instead of setting a specific, committed next step.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You did a good job handling the customer's quality concern, but you skipped the opening, hook, and discovery steps. Always follow the structure to control the call and gather all necessary information.\", \"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\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"but they need this table top material, meaning they don't want re-cut. Bund, they want a packet only.\", \"response\": \"Waviness बहोत कम रहता है... JSW उसकी guarantee देता है।\"}], \"call_summary\": \"The agent followed up on a past HR inquiry. The customer confirmed no current need but described a recurring requirement for high-quality, waviness-free material for laser cutting applications. The agent addressed the quality concern by pitching JSW's guaranteed coil-cut product as a superior alternative. The call ended with the customer promising to share their next requirement.\"}", "error": null, "latency_ms": 44544, "input_tokens": 3847, "output_tokens": 840, "created_at": "2026-09-25 11:31:56", "sentiment": "neutral", "sentiment_score": 0.133, "sentiment_confidence": "high", "pos": 20, "neg": 8, "lex_hits": 24, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.624, "agent_talk_sec": 36.6, "customer_talk_sec": 22.1, "dead_air_sec": 101.3, "longest_monologue_sec": 10.2, "agent_wpm": 442.6, "interruptions": 0, "agent_turns": 15, "customer_turns": 16, "discovery_qs": 6, "words_agent": 270, "words_customer": 115, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851191241", "idx": 0, "speaker": "customer", "start_s": 5.18, "end_s": 5.68, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178851191241", "idx": 1, "speaker": "agent", "start_s": 7.2, "end_s": 7.66, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178851191241", "idx": 2, "speaker": "customer", "start_s": 9.5, "end_s": 9.9, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178851191241", "idx": 3, "speaker": "agent", "start_s": 10.28, "end_s": 11.08, "text_en": "Yes sir, can you hear me?", "text_native": "हां सर, आवाज आ रही है?" }, { "ucid": "21112178851191241", "idx": 4, "speaker": "agent", "start_s": 11.3, "end_s": 12.6, "text_en": "I was calling from JSW, sir.", "text_native": "JSW से बात कर रहा था सर मैं।" }, { "ucid": "21112178851191241", "idx": 5, "speaker": "customer", "start_s": 12.6, "end_s": 13.13, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178851191241", "idx": 6, "speaker": "agent", "start_s": 13.39, "end_s": 14.5, "text_en": "JSW One MSME.", "text_native": "JSW One MSME." }, { "ucid": "21112178851191241", "idx": 7, "speaker": "customer", "start_s": 14.5, "end_s": 15.6, "text_en": "Yes yes, tell me, tell me.", "text_native": "हां हां, बोलिए बोलिए।" }, { "ucid": "21112178851191241", "idx": 8, "speaker": "agent", "start_s": 15.98, "end_s": 19.3, "text_en": "Yes sir, you had actually created a requirement in between, sir, for HR. Is there any live requirement now?", "text_native": "हां सर, आपने एक्चुअली एक requirement बनाई थी बीच में सर HR की। अभी कुछ है live requirement?" }, { "ucid": "21112178851191241", "idx": 9, "speaker": "customer", "start_s": 19.66, "end_s": 20.8, "text_en": "No, there isn't any right now.", "text_native": "नहीं, अभी तो नहीं है कोई।" }, { "ucid": "21112178851191241", "idx": 10, "speaker": "agent", "start_s": 21.1, "end_s": 21.8, "text_en": "Oh, there isn't any right now?", "text_native": "अच्छा, अभी नहीं है क्या?" }, { "ucid": "21112178851191241", "idx": 11, "speaker": "customer", "start_s": 22.1, "end_s": 28.6, "text_en": "But you see, that requirement comes to me regularly, but they need this table top material, meaning they don't want re-cut. Bund, they want a packet only. So will you be able to provide it in a packet?", "text_native": "लेकिन आपको ये, वो requirement मुझे regular आती है, लेकिन उनको ना ये table top material चाहिए, मतलब re-cut नहीं चाहिए उनको। बंड, packet ही चाहिए। तो आपको मिलेगा क्या packet में?" }, { "ucid": "21112178851191241", "idx": 12, "speaker": "agent", "start_s": 28.9, "end_s": 39.1, "text_en": "You will get a packet, sir. It's not that we don't have it, but for a packet, there's a bit of a premium charge. And the issue that comes with packet material, the main thing is that for table top, they don't want waviness and all, right? That comes in our coil cut as well, in standard material too. The waviness is very less. Until now, how you take from dealers, distributors, they what they do is they pick up material from auction, NCO material and cut it.", "text_native": "Packet मिल जाएगा सर। नहीं है, but packet का ना थोड़ा premium charge रहता है। और packet material में जो issue आता है, main होता है ना कि table top उनको waviness वगेरा नहीं चाहिए ना। वो अपने coil cut में भी आता है, standard material में भी। Waviness बहोत कम रहता है। अभी तक कैसा आप dealer distributor से लेते हो, तो वो लोग क्या है auction, NCO material से माल उठा के काट देते है।" }, { "ucid": "21112178851191241", "idx": 13, "speaker": "customer", "start_s": 39.1, "end_s": 39.4, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178851191241", "idx": 14, "speaker": "agent", "start_s": 40.2, "end_s": 44.1, "text_en": "So then it's better that we do this one only. Meaning, even if you take coil cut, there won't be any problem in it for you, because JSW gives a guarantee for it.", "text_native": "तो फिर better है ना कि अपन यह वाला ही करे। मतलब coil cut भी दोगे तो कोई दिक्कत नहीं आएगा उसमे आपको, क्योंकि JSW उसकी guarantee देता है।" }, { "ucid": "21112178851191241", "idx": 15, "speaker": "customer", "start_s": 44.4, "end_s": 47.6, "text_en": "But they say they get it, then when they do laser cutting, they do face that problem of waving.", "text_native": "लेकिन वो बोलते है उनको आता है, फिर laser cutting करते है ना, तो उनको वो problem आता ही है waving का।" }, { "ucid": "21112178851191241", "idx": 16, "speaker": "agent", "start_s": 47.6, "end_s": 53.1, "text_en": "No no, we give it to fabricators and laser cutters, we give it to many cutters. That issue will not come in the material, sir. That much assurance is there. Because it's being billed directly from the company, right sir? The material is coming from the company.", "text_native": "नहीं नहीं, हम लोग fabricators को और laser cutters वालों को देते है, काफी cutters को देते है। वो issue नहीं आएगा सर material के अंदर। उतना assurance है। क्योंकि directly कंपनी से bill हो रहा है ना सर ये। कंपनी का माल आ रहा है।" }, { "ucid": "21112178851191241", "idx": 17, "speaker": "customer", "start_s": 53.1, "end_s": 53.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178851191241", "idx": 18, "speaker": "agent", "start_s": 53.9, "end_s": 58.1, "text_en": "What a distributor does, sir, is he keeps aging coils, sometimes if another material is placed on top of it, the load on the coil below increases. All those problems arise, sir.", "text_native": "Distributor क्या होता है सर, aging coil रखता है, कभी उसके ऊपर दूसरा माल रख दिया तो नीचे वाली coil पे load बढ़ जाता है। वो सब problem आ जाती है सर।" }, { "ucid": "21112178851191241", "idx": 19, "speaker": "customer", "start_s": 58.1, "end_s": 58.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178851191241", "idx": 20, "speaker": "customer", "start_s": 59.6, "end_s": 61.7, "text_en": "Right? So what is the price difference between the material of these two?", "text_native": "है ना? तो ये दोनों के माल में कितना difference रहता है price का?" }, { "ucid": "21112178851191241", "idx": 21, "speaker": "agent", "start_s": 62.1, "end_s": 64.9, "text_en": "It depends, sir, on the quantity, what the quantity is and how it works out, it depends entirely on that, sir.", "text_native": "Depends करता है सर, quantity, quantity क्या है और कैसे क्या बैठता है, वो उस पे depend करता है सर पूरा।" }, { "ucid": "21112178851191241", "idx": 22, "speaker": "customer", "start_s": 65.0, "end_s": 67.7, "text_en": "Okay, so next time the requirement comes, I will share it with you.", "text_native": "ठीक है, तो मैं अभी next time आएगी ना requirement, तो आपसे share करता हूं मैं।" }, { "ucid": "21112178851191241", "idx": 23, "speaker": "agent", "start_s": 67.9, "end_s": 68.7, "text_en": "Absolutely sir, absolutely.", "text_native": "बिलकुल सर, बिलकुल।" }, { "ucid": "21112178851191241", "idx": 24, "speaker": "customer", "start_s": 68.8, "end_s": 69.5, "text_en": "What is your name?", "text_native": "आपका नाम क्या है?" }, { "ucid": "21112178851191241", "idx": 25, "speaker": "agent", "start_s": 69.7, "end_s": 70.1, "text_en": "Dhruv.", "text_native": "ध्रुव।" }, { "ucid": "21112178851191241", "idx": 26, "speaker": "customer", "start_s": 70.3, "end_s": 70.5, "text_en": "Huh?", "text_native": "हां?" }, { "ucid": "21112178851191241", "idx": 27, "speaker": "agent", "start_s": 70.9, "end_s": 71.5, "text_en": "Dhruv Sharma.", "text_native": "ध्रुव शर्मा।" }, { "ucid": "21112178851191241", "idx": 28, "speaker": "customer", "start_s": 71.7, "end_s": 72.8, "text_en": "Dhruv Sharma. Okay. Okay.", "text_native": "ध्रुव शर्मा। Okay. Okay." }, { "ucid": "21112178851191241", "idx": 29, "speaker": "customer", "start_s": 73.6, "end_s": 74.4, "text_en": "Okay, fine. Thanks.", "text_native": "Okay, ठीक है। Thanks." }, { "ucid": "21112178851191241", "idx": 30, "speaker": "agent", "start_s": 74.7, "end_s": 75.2, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178851191241", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not use the customer's name or ask for permission to speak before starting the pitch." }, { "ucid": "21112178851191241", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent skipped the hook and immediately asked about a live requirement, not leading with a supply or price signal." }, { "ucid": "21112178851191241", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero discovery questions; all information about the customer's business was volunteered by the customer." }, { "ucid": "21112178851191241", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Waviness बहोत कम रहता है. अभी तक कैसा आप dealer distributor से लेते हो, तो वो लोग क्या है auction, NCO material से माल उठा के काट देते है।", "comment": "Agent pitched JSW's superior quality and direct sourcing to counter the customer's concern about 'waviness' from other suppliers." }, { "ucid": "21112178851191241", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "अभी कुछ है live requirement?", "comment": "Agent successfully asked if a current requirement exists, and the customer confirmed they had none." }, { "ucid": "21112178851191241", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent accepted a vague promise from the customer ('next time I will share') instead of setting a specific, committed next step." } ], "objections": [ { "ucid": "21112178851191241", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "but they need this table top material, meaning they don't want re-cut. Bund, they want a packet only.", "response": "Waviness बहोत कम रहता है... JSW उसकी guarantee देता है।" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL6 Closure with next step" ], "objection_phrases_list": [ "rejection" ] }