{ "ucid": "21112178851440371", "call_date": "2026-09-04", "start_time": "2026-09-04 15:03:23", "end_time": "2026-09-04 15:04:27", "duration_sec": 64, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Does_not_deal_Steel", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5c1d0e61fdc6f23ef2f4261cbc7d6ef3.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 853, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851440371__DIA5c1d0e61fdc6f23ef2f4261cbc7d6ef3.mp3", "audio_bytes": 123552, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 41.184, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello (हेलो)\n[1s] AGENT: Hello (हेलो)\n[2s] CUSTOMER: Hello (हेलो)\n[3s] AGENT: Hello (हेलो)\n[4s] CUSTOMER: Yes, ji ji. (हां जी जी।)\n[4s] AGENT: Uh yes sir, this is Kartik speaking from JSW One. (अह हां जी सर, कार्तिक के बात कर रहा था JSW One से।)\n[7s] CUSTOMER: No sir, not right now. We buy from your Steely Mart. We haven't bought from your website, your po- MSME portal yet. By the way, what is the rate for a 2 mm coil, your rate? (नहीं सर अभी नहीं करना। हम आपके ना Steely Mart से लेते हैं। आपके वेबसाइट आपके पो- MSME portal से नहीं अभी लिया। वैसे क्या rate है 2 mm के coil का rate आपका?)\n[15s] AGENT: Uh, where do you need this? (अह ये किधर चाहिए आपको?)\n[16s] CUSTOMER: Ludhiana. (लुधियाना।)\n[17s] AGENT: Ludhiana, right? (लुधियाना ना?)\n[18s] CUSTOMER: Yes. (हां।)\n[19s] AGENT: The rate for a 2 mm coil today is, how much is it? 61,500. (2 mm के coil का rate है आज का, कितना है? 61,500.)\n[22s] CUSTOMER: No, don't need it, sir. Don't need it. (नहीं, नहीं चाहिए सर। नहीं चाहिए।)\n[24s] AGENT: Oh, you don't need it. Okay. (अच्छा नहीं चाहिए। Okay.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: There is a slight echo on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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 immediately asks for a price, try to regain control by asking a quick discovery question first (e.g., 'To give you the best price, what do you manufacture?') before quoting the rate.", "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": null, "catalogue_status": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, who identified as an existing JSW Steely Mart buyer, immediately asked for the price of a 2mm coil in Ludhiana. The agent provided the price, which the customer promptly rejected by stating they no longer needed it. The call then ended without any further discovery or a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yes sir, this is Kartik speaking from JSW One.\", \"comment\": \"The agent identified himself and the company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer immediately took control of the call and asked for a price, so the agent never had a chance to deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, volume, or procurement process.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended after the price was quoted, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, where do you need this?\", \"comment\": \"The agent only asked for location after the customer requested a price, but did not attempt to capture other key qualifying details like quantity or width.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay.\", \"comment\": \"The call ended abruptly after the customer's rejection, with no next step proposed or agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for a price, try to regain control by asking a quick discovery question first (e.g., 'To give you the best price, what do you manufacture?') before quoting the rate.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"No, don't need it, sir. Don't need it.\", \"response\": \"Oh, you don't need it. Okay.\"}], \"call_summary\": \"The customer, who identified as an existing JSW Steely Mart buyer, immediately asked for the price of a 2mm coil in Ludhiana. The agent provided the price, which the customer promptly rejected by stating they no longer needed it. The call then ended without any further discovery or a next step.\"}", "error": null, "latency_ms": 36384, "input_tokens": 2955, "output_tokens": 799, "created_at": "2026-09-25 11:31:01", "sentiment": "negative", "sentiment_score": -0.717, "sentiment_confidence": "high", "pos": 0, "neg": 17, "lex_hits": 7, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.446, "agent_talk_sec": 9.1, "customer_talk_sec": 11.3, "dead_air_sec": 43.6, "longest_monologue_sec": 3.2, "agent_wpm": 270.3, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 3, "words_agent": 41, "words_customer": 51, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851440371", "idx": 0, "speaker": "customer", "start_s": 0.21, "end_s": 0.87, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178851440371", "idx": 1, "speaker": "agent", "start_s": 1.28, "end_s": 1.7, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178851440371", "idx": 2, "speaker": "customer", "start_s": 2.26, "end_s": 2.7, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178851440371", "idx": 3, "speaker": "agent", "start_s": 3.08, "end_s": 3.46, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178851440371", "idx": 4, "speaker": "customer", "start_s": 3.88, "end_s": 4.28, "text_en": "Yes, ji ji.", "text_native": "हां जी जी।" }, { "ucid": "21112178851440371", "idx": 5, "speaker": "agent", "start_s": 4.46, "end_s": 6.84, "text_en": "Uh yes sir, this is Kartik speaking from JSW One.", "text_native": "अह हां जी सर, कार्तिक के बात कर रहा था JSW One से।" }, { "ucid": "21112178851440371", "idx": 6, "speaker": "customer", "start_s": 7.29, "end_s": 14.89, "text_en": "No sir, not right now. We buy from your Steely Mart. We haven't bought from your website, your po- MSME portal yet. By the way, what is the rate for a 2 mm coil, your rate?", "text_native": "नहीं सर अभी नहीं करना। हम आपके ना Steely Mart से लेते हैं। आपके वेबसाइट आपके पो- MSME portal से नहीं अभी लिया। वैसे क्या rate है 2 mm के coil का rate आपका?" }, { "ucid": "21112178851440371", "idx": 7, "speaker": "agent", "start_s": 15.25, "end_s": 16.29, "text_en": "Uh, where do you need this?", "text_native": "अह ये किधर चाहिए आपको?" }, { "ucid": "21112178851440371", "idx": 8, "speaker": "customer", "start_s": 16.47, "end_s": 17.01, "text_en": "Ludhiana.", "text_native": "लुधियाना।" }, { "ucid": "21112178851440371", "idx": 9, "speaker": "agent", "start_s": 17.01, "end_s": 17.67, "text_en": "Ludhiana, right?", "text_native": "लुधियाना ना?" }, { "ucid": "21112178851440371", "idx": 10, "speaker": "customer", "start_s": 18.07, "end_s": 18.37, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178851440371", "idx": 11, "speaker": "agent", "start_s": 18.85, "end_s": 22.05, "text_en": "The rate for a 2 mm coil today is, how much is it? 61,500.", "text_native": "2 mm के coil का rate है आज का, कितना है? 61,500." }, { "ucid": "21112178851440371", "idx": 12, "speaker": "customer", "start_s": 22.45, "end_s": 23.83, "text_en": "No, don't need it, sir. Don't need it.", "text_native": "नहीं, नहीं चाहिए सर। नहीं चाहिए।" }, { "ucid": "21112178851440371", "idx": 13, "speaker": "agent", "start_s": 23.83, "end_s": 24.87, "text_en": "Oh, you don't need it. Okay.", "text_native": "अच्छा नहीं चाहिए। Okay." } ], "steps": [ { "ucid": "21112178851440371", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh yes sir, this is Kartik speaking from JSW One.", "comment": "The agent identified himself and the company but did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178851440371", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer immediately took control of the call and asked for a price, so the agent never had a chance to deliver a hook." }, { "ucid": "21112178851440371", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked about the customer's business, volume, or procurement process." }, { "ucid": "21112178851440371", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended after the price was quoted, so no USPs were pitched." }, { "ucid": "21112178851440371", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh, where do you need this?", "comment": "The agent only asked for location after the customer requested a price, but did not attempt to capture other key qualifying details like quantity or width." }, { "ucid": "21112178851440371", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay.", "comment": "The call ended abruptly after the customer's rejection, with no next step proposed or agreed upon." } ], "objections": [ { "ucid": "21112178851440371", "obj_type": "price", "state": "mishandled", "evidence": "No, don't need it, sir. Don't need it.", "response": "Oh, you don't need it. Okay." } ], "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": [ "rejection" ] }