{ "ucid": "21112178851297061", "call_date": "2026-09-04", "start_time": "2026-09-04 14:39:30", "end_time": "2026-09-04 14:41:07", "duration_sec": 97, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Interested", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAae57d491ccaffae6c9ec9e308f71c2f5.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 859, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851297061__DIAae57d491ccaffae6c9ec9e308f71c2f5.mp3", "audio_bytes": 228528, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 76.176, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] AGENT: Tejas ji, good afternoon. This is Ronak speaking from JSW One. (तेज़स जी, गुड आफ्टरनून। रौनक बात कर रहा हूं JSW One से।)\n[4s] AGENT: One minute, in your sheet, this month's procurement planning... (एक मिनट ये आपकी शीट में ये मंथ प्रोक्योरमेंट प्लानिंग...)\n[6s] CUSTOMER: Yes. (हांजी।)\n[7s] CUSTOMER: Sir, your rate is not coming right, sir. What planning should I do? (सर आपका रेट ही नहीं वो आ रहा है सर। मैं क्या प्लानिंग करूं?)\n[10s] AGENT: What rate? How much difference did you get? (क्या रेट? कितना डिफरेंस आया था आपको?)\n[12s] CUSTOMER: Right now, sir, I wasn't taking it. There was a lot of difference. There was a two rupee, two and a half rupee per kilo difference. And I mean, I am not a consumer, I am a trader, sir. (अभी तो सर मैं ले नहीं रहा था। काफी डिफरेंस आ रहा था। दो रुपये, ढाई रुपये किलो डिफरेंस था। और मैं मतलब मैं कंस्यूमर नहीं हूं, मैं ट्रेडर हूं सर।)\n[17s] AGENT: Okay.\n[18s] CUSTOMER: Now, sir, the pricings have also increased. Now, even if you take from a distributor, the pricings have become high now. (अभी तो सर प्राइसिंग्स भी बढ़ गए। अभी आप डिस्ट्रीब्यूटर से भी लेंगे तो प्राइसिंग्स तो अभी अब हाई हो गई है अभी तो।)\n[22s] AGENT: Which make, what make, which make do you take? (कौनसी मेक, कौनसा मेक, कौनसी मेक लेते हो आप?)\n[24s] CUSTOMER: I take SAIL. (मैं SAIL लेता हूं।)\n[26s] CUSTOMER: I take material from BSP, I take Bokaro, I take Rourkela. (BSP से माल लेता हूं, बोकारो लेता हूं, राउरकेला लेता हूं।)\n[28s] AGENT: Yes, JSW's is a little bit high, sir. I know that. (हां JSW का थोड़ा सा तो हाई तो है ही सर। I know वो तो।)\n[30s] CUSTOMER: I take it. (मैं लेता हूं।)\n[30s] AGENT: Okay.\n[31s] AGENT: Okay.\n[31s] AGENT: Try giving it once, I will get you the best price. I will talk to the JSW plan. (एक बार दे के देखिए ना, मैं आपको करके देता हूं बेस्ट प्राइस। JSW के प्लान में बात करता हूं मैं।)\n[34s] AGENT: You have had a loss with us before, so I know the things. (आपका एक पहले भी एक लॉस्ट हुआ है हमारे साथ में, तो I know the things.)\n[36s] CUSTOMER: In that... (उसमें...)\n[37s] CUSTOMER: No problem, sir, let's see if something comes up. I am noting your number. Send me the details on WhatsApp. (कोई नहीं सर, देखते हैं कोई आते हैं तो। मैं आपका नंबर नोट कर रहा हूं। मेरेको WhatsApp पे डिटेल भेज दो आप अपनी।)\n[41s] AGENT: I will ping you. You send me the dimensions once, okay? (मैं पिंग करता हूं। मुझे आप डाइमेंशन्स भेज दो ना एक बार।)\n[42s] CUSTOMER: Right? Okay, sir. (है ना? ठीक है सर।)\n[44s] AGENT: I will ping you on WhatsApp. Thank you sir, yes. (मैं आपको पिंग करता हूं WhatsApp पे। Thank you sir, yes.)\n[46s] CUSTOMER: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 25, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "25 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": 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 the customer opens with an objection, acknowledge it but then steer the call back to discovery to understand their needs before you start negotiating 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, immediately raised a price objection from past experience, stating JSW was significantly more expensive than their current supplier, SAIL. The agent bypassed most of the pitch structure but successfully handled the objection by agreeing to provide a new quote. The call ended with a clear next step for the customer to send their material dimensions via WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer interrupted before a hook could be delivered, and the agent never circled back to establish one.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Which make, what make, which make do you take?\", \"comment\": \"Agent only asked about the customer's current supplier; all other discovery information was either volunteered by the customer or not gathered at all.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only made a general promise to get a 'best price'.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask about a current requirement or capture any specific dimensions on the call, instead asking the customer to send them later.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will ping you on WhatsApp. Thank you sir, yes.\", \"comment\": \"The agent established a clear, committed next step for both parties on WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer opens with an objection, acknowledge it but then steer the call back to discovery to understand their needs before you start negotiating 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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Sir, your rate is not coming right, sir. What planning should I do?\", \"response\": \"Yes, JSW's is a little bit high, sir. I know that.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"I take SAIL.\", \"response\": \"Try giving it once, I will get you the best price.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"Send me the details on WhatsApp.\", \"response\": \"I will ping you. You send me the dimensions once, okay?\"}], \"call_summary\": \"The customer, a trader, immediately raised a price objection from past experience, stating JSW was significantly more expensive than their current supplier, SAIL. The agent bypassed most of the pitch structure but successfully handled the objection by agreeing to provide a new quote. The call ended with a clear next step for the customer to send their material dimensions via WhatsApp.\"}", "error": null, "latency_ms": 42755, "input_tokens": 3416, "output_tokens": 919, "created_at": "2026-09-25 11:31:32", "sentiment": "positive", "sentiment_score": 0.38, "sentiment_confidence": "high", "pos": 8, "neg": 5, "lex_hits": 11, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.499, "agent_talk_sec": 20.9, "customer_talk_sec": 21.0, "dead_air_sec": 55.1, "longest_monologue_sec": 6.0, "agent_wpm": 298.6, "interruptions": 0, "agent_turns": 13, "customer_turns": 12, "discovery_qs": 4, "words_agent": 104, "words_customer": 118, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851297061", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.8, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851297061", "idx": 1, "speaker": "agent", "start_s": 1.0, "end_s": 1.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851297061", "idx": 2, "speaker": "agent", "start_s": 1.5, "end_s": 4.2, "text_en": "Tejas ji, good afternoon. This is Ronak speaking from JSW One.", "text_native": "तेज़स जी, गुड आफ्टरनून। रौनक बात कर रहा हूं JSW One से।" }, { "ucid": "21112178851297061", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 6.2, "text_en": "One minute, in your sheet, this month's procurement planning...", "text_native": "एक मिनट ये आपकी शीट में ये मंथ प्रोक्योरमेंट प्लानिंग..." }, { "ucid": "21112178851297061", "idx": 4, "speaker": "customer", "start_s": 6.2, "end_s": 6.7, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178851297061", "idx": 5, "speaker": "customer", "start_s": 7.2, "end_s": 9.8, "text_en": "Sir, your rate is not coming right, sir. What planning should I do?", "text_native": "सर आपका रेट ही नहीं वो आ रहा है सर। मैं क्या प्लानिंग करूं?" }, { "ucid": "21112178851297061", "idx": 6, "speaker": "agent", "start_s": 10.2, "end_s": 11.8, "text_en": "What rate? How much difference did you get?", "text_native": "क्या रेट? कितना डिफरेंस आया था आपको?" }, { "ucid": "21112178851297061", "idx": 7, "speaker": "customer", "start_s": 11.9, "end_s": 17.0, "text_en": "Right now, sir, I wasn't taking it. There was a lot of difference. There was a two rupee, two and a half rupee per kilo difference. And I mean, I am not a consumer, I am a trader, sir.", "text_native": "अभी तो सर मैं ले नहीं रहा था। काफी डिफरेंस आ रहा था। दो रुपये, ढाई रुपये किलो डिफरेंस था। और मैं मतलब मैं कंस्यूमर नहीं हूं, मैं ट्रेडर हूं सर।" }, { "ucid": "21112178851297061", "idx": 8, "speaker": "agent", "start_s": 17.3, "end_s": 17.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178851297061", "idx": 9, "speaker": "customer", "start_s": 18.5, "end_s": 22.0, "text_en": "Now, sir, the pricings have also increased. Now, even if you take from a distributor, the pricings have become high now.", "text_native": "अभी तो सर प्राइसिंग्स भी बढ़ गए। अभी आप डिस्ट्रीब्यूटर से भी लेंगे तो प्राइसिंग्स तो अभी अब हाई हो गई है अभी तो।" }, { "ucid": "21112178851297061", "idx": 10, "speaker": "agent", "start_s": 22.0, "end_s": 23.8, "text_en": "Which make, what make, which make do you take?", "text_native": "कौनसी मेक, कौनसा मेक, कौनसी मेक लेते हो आप?" }, { "ucid": "21112178851297061", "idx": 11, "speaker": "customer", "start_s": 24.0, "end_s": 24.8, "text_en": "I take SAIL.", "text_native": "मैं SAIL लेता हूं।" }, { "ucid": "21112178851297061", "idx": 12, "speaker": "customer", "start_s": 25.5, "end_s": 27.5, "text_en": "I take material from BSP, I take Bokaro, I take Rourkela.", "text_native": "BSP से माल लेता हूं, बोकारो लेता हूं, राउरकेला लेता हूं।" }, { "ucid": "21112178851297061", "idx": 13, "speaker": "agent", "start_s": 27.5, "end_s": 29.5, "text_en": "Yes, JSW's is a little bit high, sir. I know that.", "text_native": "हां JSW का थोड़ा सा तो हाई तो है ही सर। I know वो तो।" }, { "ucid": "21112178851297061", "idx": 14, "speaker": "customer", "start_s": 29.5, "end_s": 30.0, "text_en": "I take it.", "text_native": "मैं लेता हूं।" }, { "ucid": "21112178851297061", "idx": 15, "speaker": "agent", "start_s": 30.2, "end_s": 30.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178851297061", "idx": 16, "speaker": "agent", "start_s": 30.8, "end_s": 31.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178851297061", "idx": 17, "speaker": "agent", "start_s": 31.3, "end_s": 34.0, "text_en": "Try giving it once, I will get you the best price. I will talk to the JSW plan.", "text_native": "एक बार दे के देखिए ना, मैं आपको करके देता हूं बेस्ट प्राइस। JSW के प्लान में बात करता हूं मैं।" }, { "ucid": "21112178851297061", "idx": 18, "speaker": "agent", "start_s": 34.0, "end_s": 36.5, "text_en": "You have had a loss with us before, so I know the things.", "text_native": "आपका एक पहले भी एक लॉस्ट हुआ है हमारे साथ में, तो I know the things." }, { "ucid": "21112178851297061", "idx": 19, "speaker": "customer", "start_s": 36.5, "end_s": 36.9, "text_en": "In that...", "text_native": "उसमें..." }, { "ucid": "21112178851297061", "idx": 20, "speaker": "customer", "start_s": 37.2, "end_s": 40.5, "text_en": "No problem, sir, let's see if something comes up. I am noting your number. Send me the details on WhatsApp.", "text_native": "कोई नहीं सर, देखते हैं कोई आते हैं तो। मैं आपका नंबर नोट कर रहा हूं। मेरेको WhatsApp पे डिटेल भेज दो आप अपनी।" }, { "ucid": "21112178851297061", "idx": 21, "speaker": "agent", "start_s": 40.6, "end_s": 42.5, "text_en": "I will ping you. You send me the dimensions once, okay?", "text_native": "मैं पिंग करता हूं। मुझे आप डाइमेंशन्स भेज दो ना एक बार।" }, { "ucid": "21112178851297061", "idx": 22, "speaker": "customer", "start_s": 42.5, "end_s": 43.5, "text_en": "Right? Okay, sir.", "text_native": "है ना? ठीक है सर।" }, { "ucid": "21112178851297061", "idx": 23, "speaker": "agent", "start_s": 43.5, "end_s": 45.5, "text_en": "I will ping you on WhatsApp. Thank you sir, yes.", "text_native": "मैं आपको पिंग करता हूं WhatsApp पे। Thank you sir, yes." }, { "ucid": "21112178851297061", "idx": 24, "speaker": "customer", "start_s": 45.5, "end_s": 46.0, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178851297061", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak, instead jumping directly into the reason for the call." }, { "ucid": "21112178851297061", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer interrupted before a hook could be delivered, and the agent never circled back to establish one." }, { "ucid": "21112178851297061", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Which make, what make, which make do you take?", "comment": "Agent only asked about the customer's current supplier; all other discovery information was either volunteered by the customer or not gathered at all." }, { "ucid": "21112178851297061", "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; the agent only made a general promise to get a 'best price'." }, { "ucid": "21112178851297061", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask about a current requirement or capture any specific dimensions on the call, instead asking the customer to send them later." }, { "ucid": "21112178851297061", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will ping you on WhatsApp. Thank you sir, yes.", "comment": "The agent established a clear, committed next step for both parties on WhatsApp." } ], "objections": [ { "ucid": "21112178851297061", "obj_type": "price", "state": "mishandled", "evidence": "Sir, your rate is not coming right, sir. What planning should I do?", "response": "Yes, JSW's is a little bit high, sir. I know that." }, { "ucid": "21112178851297061", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "I take SAIL.", "response": "Try giving it once, I will get you the best price." }, { "ucid": "21112178851297061", "obj_type": "send_price_will_think", "state": "handled", "evidence": "Send me the details on WhatsApp.", "response": "I will ping you. You send me the dimensions once, okay?" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }