{ "ucid": "21112178851201911", "call_date": "2026-09-04", "start_time": "2026-09-04 14:23:39", "end_time": "2026-09-04 14:26:00", "duration_sec": 141, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA77266ec63a1d5127a2083f0c18efa56f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 866, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851201911__DIA77266ec63a1d5127a2083f0c18efa56f.mp3", "audio_bytes": 359208, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 119.736, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello.\n[4s] AGENT: Hello.\n[5s] CUSTOMER: Yes? (हां जी?)\n[6s] AGENT: Yes, this is Anmay speaking from JSW One. Is there any plan for procurement in HR, CR right now, for this month? (जी, अनमय तो बात कर रहा हूं JSW One से। अभी कुछ HR में, CR में कुछ प्लान है अभी प्रोक्योरमेंट का ये मंथ का?)\n[11s] CUSTOMER: Uh no, not for now. The rates have also increased a lot, right? (अह नहीं, अभी तो फिलहाल तो है नहीं। अभी थोड़े रेट्स भी बहुत ज्यादा इनक्रीस हो रखे हैं ना।)\n[15s] AGENT: Yes, yes. (हां हां।)\n[17s] AGENT: Because sir, the rates will go even higher, that's the market's prediction. (बिकॉज़ सर अभी रेट्स तो और जाएंगे हाई, ऐसा मार्केट का प्रेडिक्शन है।)\n[20s] CUSTOMER: Yes, yes, yes. (जी जी जी।)\n[21s] AGENT: Are you planning to procure anything? In coils or in sheets? (कुछ अभी प्लान कर रहे हैं प्रोक्योर करने का? कॉइल्स में या शीट्स में?)\n[24s] CUSTOMER: No, there's nothing like that at the moment. Can you tell me about that if it's available? 2 mm SAPH440 is available, right? (नहीं, अभी फिलहाल की घड़ी में तो कुछ है नहीं ऐसा। आप उसका जरा बता दीजिए ना अगर वो उसमें आता है। 2 mm SAPH440 आता है ना?)\n[30s] AGENT: In 2 mm? (2 mm में?)\n[31s] CUSTOMER: SAPH440 grade.\n[32s] AGENT: In SAPH 440 grade? (SAPH 440 grade में?)\n[34s] CUSTOMER: Yes, yes. SAPH440. (जी जी। SAPH440.)\n[36s] AGENT: Okay. What do you need of this? Do you need the whole coil? What do you need? (ओके। ये आपको क्या चाहिए? आपको कॉइल चाहिए पूरा इसका? क्या चाहिए आपको?)\n[39s] CUSTOMER: Coil, coil, coil. (कॉइल, कॉइल, कॉइल।)\n[40s] AGENT: You need a coil, right? Okay, I'll check this once. And what make would you prefer? I mean, will you prefer JSW make only? Which make do you usually take? (कॉइल चाहिए, हां? ठीक है, मैं एक बार चेक करता हूं ये। और आपका ये क्या मेक रहेगा? मतलब मीन्स JSW मेक ही प्रेफर करेंगे? कौनसा मेक लेते हैं आप?)\n[47s] CUSTOMER: We usually take Tata's make. (हम अभी वैसे Tata की लेते हैं मेक।)\n[49s] AGENT: You take Tata's make. Okay. And is this your own manufacturing? (Tata की मेक लेते हैं। ठीक है। और आपका ये खुद का मैन्युफैक्चरिंग है ये?)\n[52s] CUSTOMER: Uh no, we are into trading, so we give it to the manufacturer ourselves. (अह नहीं, हमारी ट्रेडिंग है तो हम मैन्युफैक्चरर उसको देते हैं खुद।)\n[56s] AGENT: I see. (अच्छा।)\n[56s] CUSTOMER: Like we get it processed for them, right, if they need slitting or anything else. (जैसे उन्हें अह प्रोसेस करवा के देते हैं ना, स्लिटिंग करानी है, कुछ भी करना है।)\n[60s] AGENT: Okay, okay. So you get it processed and give it. Understood. And how much, how many tons, how many, how many tons will this coil be? (ओके ओके। तो वो आप प्रोसेस करके दे देते हो। अंडरस्टुड। और कितना, कितना टन, कितना, कितना टन रहेगा आपका ये कॉइल का?)\n[64s] CUSTOMER: This will be around 25 to 30 tons. (ये रहेगा 25 to 30 tons कुछ।)\n[66s] AGENT: 25-30 tons, okay. (25-30 tons, ठीक है।)\n[68s] CUSTOMER: Yes, yes. (जी जी।)\n[69s] AGENT: Okay, I'll get this checked once, I'll revert to you on this. (ठीक है, मैं एक बार ये चेक करा लेता हूं, आपको रिवर्ट करता हूं इसपे।)\n[71s] AGENT: Okay? (ठीक है?)\n[72s] CUSTOMER: Yes, yes. (जी जी।)\n[72s] CUSTOMER: Sure, sure.\n[73s] AGENT: Okay, okay. Thank you, Agrawal ji, yes. (ओके ओके। थैंक यू, अग्रवाल जी, हां।)\n[75s] CUSTOMER: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 32, "connected": 1, "audio_notes": "clear: The customer's voice is slightly muffled at times, but the conversation is understandable.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "32 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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You skipped the opening and hook entirely. Always start by introducing yourself properly and asking for permission, then deliver the hook before asking for their requirements.", "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 opened by asking for requirements. The customer, a trader, initially declined but then inquired about 25-30 tons of 2mm SAPH440 coil, which they usually source from Tata. The agent gathered some details and committed to checking availability and reverting.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not introduce the customer's name or ask for permission to speak, jumping directly into a business question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook; instead, he opened with a direct question about procurement plans.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"And is this your own manufacturing? ... Which make do you usually take? ... how many, how many tons will this coil be?\", \"comment\": \"Agent asked 3 of the 6 discovery questions (manufacturing, current supplier, quantity), meeting the 'partial' threshold.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; the conversation was focused only on checking for a specific material.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"In 2 mm? SAPH 440 grade? ... how many, how many tons will this coil be?\", \"comment\": \"Agent successfully captured the key details (grade, thickness, quantity) of the specific requirement the customer raised.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I'll get this checked once, I'll revert to you on this.\", \"comment\": \"Agent established a clear and committed next step to check availability and get back to the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening and hook entirely. Always start by introducing yourself properly and asking for permission, then deliver the hook before asking for their requirements.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"The rates have also increased a lot, right?\", \"response\": \"Because sir, the rates will go even higher, that's the market's prediction.\"}], \"call_summary\": \"The agent opened by asking for requirements. The customer, a trader, initially declined but then inquired about 25-30 tons of 2mm SAPH440 coil, which they usually source from Tata. The agent gathered some details and committed to checking availability and reverting.\"}", "error": null, "latency_ms": 37238, "input_tokens": 3690, "output_tokens": 831, "created_at": "2026-09-25 11:31:39", "sentiment": "positive", "sentiment_score": 0.28, "sentiment_confidence": "high", "pos": 10, "neg": 3, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.575, "agent_talk_sec": 34.4, "customer_talk_sec": 25.4, "dead_air_sec": 81.2, "longest_monologue_sec": 6.0, "agent_wpm": 287.8, "interruptions": 0, "agent_turns": 16, "customer_turns": 16, "discovery_qs": 15, "words_agent": 165, "words_customer": 99, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851201911", "idx": 0, "speaker": "customer", "start_s": 1.78, "end_s": 2.18, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851201911", "idx": 1, "speaker": "agent", "start_s": 4.2, "end_s": 4.6, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851201911", "idx": 2, "speaker": "customer", "start_s": 5.2, "end_s": 5.56, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178851201911", "idx": 3, "speaker": "agent", "start_s": 5.9, "end_s": 10.5, "text_en": "Yes, this is Anmay speaking from JSW One. Is there any plan for procurement in HR, CR right now, for this month?", "text_native": "जी, अनमय तो बात कर रहा हूं JSW One से। अभी कुछ HR में, CR में कुछ प्लान है अभी प्रोक्योरमेंट का ये मंथ का?" }, { "ucid": "21112178851201911", "idx": 4, "speaker": "customer", "start_s": 10.8, "end_s": 14.8, "text_en": "Uh no, not for now. The rates have also increased a lot, right?", "text_native": "अह नहीं, अभी तो फिलहाल तो है नहीं। अभी थोड़े रेट्स भी बहुत ज्यादा इनक्रीस हो रखे हैं ना।" }, { "ucid": "21112178851201911", "idx": 5, "speaker": "agent", "start_s": 15.2, "end_s": 15.6, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178851201911", "idx": 6, "speaker": "agent", "start_s": 16.6, "end_s": 19.8, "text_en": "Because sir, the rates will go even higher, that's the market's prediction.", "text_native": "बिकॉज़ सर अभी रेट्स तो और जाएंगे हाई, ऐसा मार्केट का प्रेडिक्शन है।" }, { "ucid": "21112178851201911", "idx": 7, "speaker": "customer", "start_s": 20.2, "end_s": 20.8, "text_en": "Yes, yes, yes.", "text_native": "जी जी जी।" }, { "ucid": "21112178851201911", "idx": 8, "speaker": "agent", "start_s": 21.2, "end_s": 24.0, "text_en": "Are you planning to procure anything? In coils or in sheets?", "text_native": "कुछ अभी प्लान कर रहे हैं प्रोक्योर करने का? कॉइल्स में या शीट्स में?" }, { "ucid": "21112178851201911", "idx": 9, "speaker": "customer", "start_s": 24.5, "end_s": 29.2, "text_en": "No, there's nothing like that at the moment. Can you tell me about that if it's available? 2 mm SAPH440 is available, right?", "text_native": "नहीं, अभी फिलहाल की घड़ी में तो कुछ है नहीं ऐसा। आप उसका जरा बता दीजिए ना अगर वो उसमें आता है। 2 mm SAPH440 आता है ना?" }, { "ucid": "21112178851201911", "idx": 10, "speaker": "agent", "start_s": 29.6, "end_s": 30.2, "text_en": "In 2 mm?", "text_native": "2 mm में?" }, { "ucid": "21112178851201911", "idx": 11, "speaker": "customer", "start_s": 30.6, "end_s": 31.8, "text_en": "SAPH440 grade.", "text_native": "SAPH440 grade." }, { "ucid": "21112178851201911", "idx": 12, "speaker": "agent", "start_s": 32.4, "end_s": 33.8, "text_en": "In SAPH 440 grade?", "text_native": "SAPH 440 grade में?" }, { "ucid": "21112178851201911", "idx": 13, "speaker": "customer", "start_s": 34.1, "end_s": 35.4, "text_en": "Yes, yes. SAPH440.", "text_native": "जी जी। SAPH440." }, { "ucid": "21112178851201911", "idx": 14, "speaker": "agent", "start_s": 36.0, "end_s": 38.8, "text_en": "Okay. What do you need of this? Do you need the whole coil? What do you need?", "text_native": "ओके। ये आपको क्या चाहिए? आपको कॉइल चाहिए पूरा इसका? क्या चाहिए आपको?" }, { "ucid": "21112178851201911", "idx": 15, "speaker": "customer", "start_s": 38.8, "end_s": 39.8, "text_en": "Coil, coil, coil.", "text_native": "कॉइल, कॉइल, कॉइल।" }, { "ucid": "21112178851201911", "idx": 16, "speaker": "agent", "start_s": 40.2, "end_s": 46.2, "text_en": "You need a coil, right? Okay, I'll check this once. And what make would you prefer? I mean, will you prefer JSW make only? Which make do you usually take?", "text_native": "कॉइल चाहिए, हां? ठीक है, मैं एक बार चेक करता हूं ये। और आपका ये क्या मेक रहेगा? मतलब मीन्स JSW मेक ही प्रेफर करेंगे? कौनसा मेक लेते हैं आप?" }, { "ucid": "21112178851201911", "idx": 17, "speaker": "customer", "start_s": 46.8, "end_s": 48.8, "text_en": "We usually take Tata's make.", "text_native": "हम अभी वैसे Tata की लेते हैं मेक।" }, { "ucid": "21112178851201911", "idx": 18, "speaker": "agent", "start_s": 49.2, "end_s": 52.0, "text_en": "You take Tata's make. Okay. And is this your own manufacturing?", "text_native": "Tata की मेक लेते हैं। ठीक है। और आपका ये खुद का मैन्युफैक्चरिंग है ये?" }, { "ucid": "21112178851201911", "idx": 19, "speaker": "customer", "start_s": 52.4, "end_s": 55.2, "text_en": "Uh no, we are into trading, so we give it to the manufacturer ourselves.", "text_native": "अह नहीं, हमारी ट्रेडिंग है तो हम मैन्युफैक्चरर उसको देते हैं खुद।" }, { "ucid": "21112178851201911", "idx": 20, "speaker": "agent", "start_s": 55.8, "end_s": 56.2, "text_en": "I see.", "text_native": "अच्छा।" }, { "ucid": "21112178851201911", "idx": 21, "speaker": "customer", "start_s": 56.4, "end_s": 59.4, "text_en": "Like we get it processed for them, right, if they need slitting or anything else.", "text_native": "जैसे उन्हें अह प्रोसेस करवा के देते हैं ना, स्लिटिंग करानी है, कुछ भी करना है।" }, { "ucid": "21112178851201911", "idx": 22, "speaker": "agent", "start_s": 59.6, "end_s": 63.2, "text_en": "Okay, okay. So you get it processed and give it. Understood. And how much, how many tons, how many, how many tons will this coil be?", "text_native": "ओके ओके। तो वो आप प्रोसेस करके दे देते हो। अंडरस्टुड। और कितना, कितना टन, कितना, कितना टन रहेगा आपका ये कॉइल का?" }, { "ucid": "21112178851201911", "idx": 23, "speaker": "customer", "start_s": 63.6, "end_s": 65.8, "text_en": "This will be around 25 to 30 tons.", "text_native": "ये रहेगा 25 to 30 tons कुछ।" }, { "ucid": "21112178851201911", "idx": 24, "speaker": "agent", "start_s": 66.0, "end_s": 67.2, "text_en": "25-30 tons, okay.", "text_native": "25-30 tons, ठीक है।" }, { "ucid": "21112178851201911", "idx": 25, "speaker": "customer", "start_s": 67.8, "end_s": 68.2, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178851201911", "idx": 26, "speaker": "agent", "start_s": 68.6, "end_s": 70.8, "text_en": "Okay, I'll get this checked once, I'll revert to you on this.", "text_native": "ठीक है, मैं एक बार ये चेक करा लेता हूं, आपको रिवर्ट करता हूं इसपे।" }, { "ucid": "21112178851201911", "idx": 27, "speaker": "agent", "start_s": 71.2, "end_s": 71.6, "text_en": "Okay?", "text_native": "ठीक है?" }, { "ucid": "21112178851201911", "idx": 28, "speaker": "customer", "start_s": 71.8, "end_s": 72.2, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178851201911", "idx": 29, "speaker": "customer", "start_s": 72.4, "end_s": 72.8, "text_en": "Sure, sure.", "text_native": "Sure, sure." }, { "ucid": "21112178851201911", "idx": 30, "speaker": "agent", "start_s": 72.8, "end_s": 74.4, "text_en": "Okay, okay. Thank you, Agrawal ji, yes.", "text_native": "ओके ओके। थैंक यू, अग्रवाल जी, हां।" }, { "ucid": "21112178851201911", "idx": 31, "speaker": "customer", "start_s": 74.8, "end_s": 75.4, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178851201911", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not introduce the customer's name or ask for permission to speak, jumping directly into a business question." }, { "ucid": "21112178851201911", "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, he opened with a direct question about procurement plans." }, { "ucid": "21112178851201911", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "And is this your own manufacturing? ... Which make do you usually take? ... how many, how many tons will this coil be?", "comment": "Agent asked 3 of the 6 discovery questions (manufacturing, current supplier, quantity), meeting the 'partial' threshold." }, { "ucid": "21112178851201911", "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; the conversation was focused only on checking for a specific material." }, { "ucid": "21112178851201911", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "In 2 mm? SAPH 440 grade? ... how many, how many tons will this coil be?", "comment": "Agent successfully captured the key details (grade, thickness, quantity) of the specific requirement the customer raised." }, { "ucid": "21112178851201911", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Okay, I'll get this checked once, I'll revert to you on this.", "comment": "Agent established a clear and committed next step to check availability and get back to the customer." } ], "objections": [ { "ucid": "21112178851201911", "obj_type": "price", "state": "mishandled", "evidence": "The rates have also increased a lot, right?", "response": "Because sir, the rates will go even higher, that's the market's prediction." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }