{ "ucid": "21112178851469891", "call_date": "2026-09-04", "start_time": "2026-09-04 15:08:18", "end_time": "2026-09-04 15:11:56", "duration_sec": 218, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Interested", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8f6ab0568b4585831de4bbb223d1fd21.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 847, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851469891__DIA8f6ab0568b4585831de4bbb223d1fd21.mp3", "audio_bytes": 580608, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 193.536, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello, good afternoon. Am I talking to Mr. Mohammed Asif?\n[6s] CUSTOMER: I am speaking.\n[7s] AGENT: Uh Mohammed Asif, this is Jeevan calling from JSW Steels Mumbai. Uh just wanted to check if you have any kind of requirement for, you know, HR, CR sheet or coil, PPGL?\n[14s] CUSTOMER: Actually we need two actually we two mm sheets we need. HR.\n[18s] AGENT: Two mm, right?\n[20s] CUSTOMER: Yeah, but you can you can give that size to me?\n[22s] AGENT: Uh sure sir, but the width comes as standard like 1250 and 1500.\n[25s] CUSTOMER: No, I know that. No, no, actually we we are going to make centering sheets. We need that cut size 2 by 3. 603 by 905.\n[31s] AGENT: Okay. So sir, how about... Yeah, how about you do me a favor? I'll just text you in WhatsApp. Uh why don't you just share me the requirement? I'll check with the category team. Depending upon the availability, I'll let you know.\n[39s] CUSTOMER: Last time someone called me from Mumbai only, but they took the size but they told we can't give this. Like this.\n[43s] AGENT: Okay, that's because, you know, it depends on the availability in the stock, availability that we have in the stock. So if in case if your availability, I mean if your requirement is available with us right now, then we can help you out.\n[50s] CUSTOMER: How come you know you got my number?\n[52s] AGENT: Uh it is already mentioned in our SFDC, sir. Mohammed Asif with this phone number and enquire.maliksteelcorp@gmail.com.\n[57s] CUSTOMER: Yeah, yeah, yeah.\n[58s] AGENT: Yeah, so you might have registered in our platform like a couple of months or years back.\n[61s] CUSTOMER: Actually yeah, I am purchasing from Bellary, Toranagallu. From there.\n[64s] AGENT: Okay.\n[66s] CUSTOMER: We are taking in auctions material from Bellary plant.\n[68s] AGENT: Okay, okay. Okay, got it.\n[70s] CUSTOMER: I have taken from Mumbai a long back. I'm not taken from from Mumbai plant I have taken long back. That\n[75s] AGENT: Yeah, from Dolvi plant.\n[76s] CUSTOMER: Yeah, yeah. Now I'm not taking. I'm taking from here only. The tax, transporting charges will be more from Mumbai, no? I'm purchasing from here only. But I'll send the size, you see what you can give me or not, you tell me this. Actually I'm needing 100 tons this.\n[88s] AGENT: 100 tons.\n[89s] CUSTOMER: Yeah, yeah. My requirement is 100 tons. I've got, I'm fabrication, doing fabrications. We are making centering sheets. We are factories too. So I need that requirement. Monthly 100 tons we are buying from here only.\n[98s] AGENT: Oh, okay, that's great. Okay, got it. So in that case sir, I I'm yeah, yeah, tell me sir.\n[103s] CUSTOMER: Yeah, I'll I'll send the size to you, okay?\n[105s] AGENT: Uh I have texted you just now in WhatsApp. You can share the requirement in that same number.\n[109s] CUSTOMER: Okay, you send me, I'll see in the WhatsApp, I'll receive it.\n[111s] AGENT: Yeah, yeah, I have shared it. Just now.\n[113s] CUSTOMER: Okay. Okay, I'll send now. I will...\n[114s] AGENT: Perfect, perfect. Works fine. Yeah, thank you sir, thank you so much.\n[118s] CUSTOMER: Yeah.", "language": "English", "languages": "[\"English\"]", "turn_count": 33, "connected": 1, "audio_notes": "clear: There is some minor background chatter on the agent's side, but it does not affect transcription quality.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "33 turns, clean transcript (0% inaudible)", "band_language": "English", "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\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You must actively lead the call by asking discovery questions and pitching relevant benefits, rather than passively waiting for the customer to provide all the information.", "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": "spec_not_available", "supply_details": "Customer requires a custom cut size (603mm x 905mm) for centering sheets, which they have been told in the past JSW cannot provide.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a fabricator making centering sheets, expressed a need for 100 MT/month of 2mm HR steel cut to a specific size (603x905mm). They currently purchase from JSW auctions in Bellary and raised concerns about transport costs from Mumbai. The agent did not perform discovery or pitch, but agreed to check availability of the custom size after the customer sends the requirement via WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, good afternoon. Am I talking to Mr. Mohammed Asif? ... this is Jeevan calling from JSW Steels Mumbai. Uh just wanted to check if you have any kind of requirement...\", \"comment\": \"The agent greeted and identified but failed to ask for permission to speak, launching directly into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"just wanted to check if you have any kind of requirement for, you know, HR, CR sheet or coil, PPGL?\", \"comment\": \"The agent did not lead with a value hook (price/availability); instead, they listed products and asked for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"Monthly 100 tons we are buying from here only.\", \"comment\": \"The agent did not ask discovery questions, but the customer volunteered information covering 4 of 6 points (mfg type, application, tonnage, current supplier).\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs, even after the customer shared significant details about their business and procurement.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"why don't you just share me the requirement? I'll check with the category team.\", \"comment\": \"The agent deferred qualification to WhatsApp instead of capturing the full requirement (grade, exact dimensions, delivery date) on the call.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Depending upon the availability, I'll let you know.\", \"comment\": \"The agent set a next step (customer to send reqs on WhatsApp) but did not commit to a specific turnaround time for the quote or availability check.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must actively lead the call by asking discovery questions and pitching relevant benefits, rather than passively waiting for the customer to provide all the 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\": \"spec_not_available\", \"supply_details\": \"Customer requires a custom cut size (603mm x 905mm) for centering sheets, which they have been told in the past JSW cannot provide.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I am purchasing from Bellary, Toranagallu. From there... We are taking in auctions material from Bellary plant.\", \"response\": \"Okay, okay. Okay, got it.\"}, {\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"The tax, transporting charges will be more from Mumbai, no?\", \"response\": \"\"}], \"call_summary\": \"The customer, a fabricator making centering sheets, expressed a need for 100 MT/month of 2mm HR steel cut to a specific size (603x905mm). They currently purchase from JSW auctions in Bellary and raised concerns about transport costs from Mumbai. The agent did not perform discovery or pitch, but agreed to check availability of the custom size after the customer sends the requirement via WhatsApp.\"}", "error": null, "latency_ms": 81505, "input_tokens": 3549, "output_tokens": 1027, "created_at": "2026-09-25 11:31:36", "sentiment": "positive", "sentiment_score": 0.628, "sentiment_confidence": "high", "pos": 24, "neg": 5, "lex_hits": 32, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.487, "agent_talk_sec": 51.3, "customer_talk_sec": 54.1, "dead_air_sec": 112.6, "longest_monologue_sec": 7.4, "agent_wpm": 292.4, "interruptions": 0, "agent_turns": 16, "customer_turns": 17, "discovery_qs": 5, "words_agent": 250, "words_customer": 241, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851469891", "idx": 0, "speaker": "customer", "start_s": 1.57, "end_s": 2.07, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851469891", "idx": 1, "speaker": "agent", "start_s": 2.86, "end_s": 5.49, "text_en": "Hello, good afternoon. Am I talking to Mr. Mohammed Asif?", "text_native": "Hello, good afternoon. Am I talking to Mr. Mohammed Asif?" }, { "ucid": "21112178851469891", "idx": 2, "speaker": "customer", "start_s": 5.87, "end_s": 6.57, "text_en": "I am speaking.", "text_native": "I am speaking." }, { "ucid": "21112178851469891", "idx": 3, "speaker": "agent", "start_s": 6.88, "end_s": 13.5, "text_en": "Uh Mohammed Asif, this is Jeevan calling from JSW Steels Mumbai. Uh just wanted to check if you have any kind of requirement for, you know, HR, CR sheet or coil, PPGL?", "text_native": "Uh Mohammed Asif, this is Jeevan calling from JSW Steels Mumbai. Uh just wanted to check if you have any kind of requirement for, you know, HR, CR sheet or coil, PPGL?" }, { "ucid": "21112178851469891", "idx": 4, "speaker": "customer", "start_s": 13.9, "end_s": 17.8, "text_en": "Actually we need two actually we two mm sheets we need. HR.", "text_native": "Actually we need two actually we two mm sheets we need. HR." }, { "ucid": "21112178851469891", "idx": 5, "speaker": "agent", "start_s": 18.0, "end_s": 18.6, "text_en": "Two mm, right?", "text_native": "Two mm, right?" }, { "ucid": "21112178851469891", "idx": 6, "speaker": "customer", "start_s": 19.5, "end_s": 21.5, "text_en": "Yeah, but you can you can give that size to me?", "text_native": "Yeah, but you can you can give that size to me?" }, { "ucid": "21112178851469891", "idx": 7, "speaker": "agent", "start_s": 22.1, "end_s": 25.0, "text_en": "Uh sure sir, but the width comes as standard like 1250 and 1500.", "text_native": "Uh sure sir, but the width comes as standard like 1250 and 1500." }, { "ucid": "21112178851469891", "idx": 8, "speaker": "customer", "start_s": 25.3, "end_s": 30.8, "text_en": "No, I know that. No, no, actually we we are going to make centering sheets. We need that cut size 2 by 3. 603 by 905.", "text_native": "No, I know that. No, no, actually we we are going to make centering sheets. We need that cut size 2 by 3. 603 by 905." }, { "ucid": "21112178851469891", "idx": 9, "speaker": "agent", "start_s": 31.1, "end_s": 38.5, "text_en": "Okay. So sir, how about... Yeah, how about you do me a favor? I'll just text you in WhatsApp. Uh why don't you just share me the requirement? I'll check with the category team. Depending upon the availability, I'll let you know.", "text_native": "Okay. So sir, how about... Yeah, how about you do me a favor? I'll just text you in WhatsApp. Uh why don't you just share me the requirement? I'll check with the category team. Depending upon the availability, I'll let you know." }, { "ucid": "21112178851469891", "idx": 10, "speaker": "customer", "start_s": 38.8, "end_s": 42.5, "text_en": "Last time someone called me from Mumbai only, but they took the size but they told we can't give this. Like this.", "text_native": "Last time someone called me from Mumbai only, but they took the size but they told we can't give this. Like this." }, { "ucid": "21112178851469891", "idx": 11, "speaker": "agent", "start_s": 42.7, "end_s": 50.0, "text_en": "Okay, that's because, you know, it depends on the availability in the stock, availability that we have in the stock. So if in case if your availability, I mean if your requirement is available with us right now, then we can help you out.", "text_native": "Okay, that's because, you know, it depends on the availability in the stock, availability that we have in the stock. So if in case if your availability, I mean if your requirement is available with us right now, then we can help you out." }, { "ucid": "21112178851469891", "idx": 12, "speaker": "customer", "start_s": 50.3, "end_s": 51.8, "text_en": "How come you know you got my number?", "text_native": "How come you know you got my number?" }, { "ucid": "21112178851469891", "idx": 13, "speaker": "agent", "start_s": 52.2, "end_s": 56.8, "text_en": "Uh it is already mentioned in our SFDC, sir. Mohammed Asif with this phone number and enquire.maliksteelcorp@gmail.com.", "text_native": "Uh it is already mentioned in our SFDC, sir. Mohammed Asif with this phone number and enquire.maliksteelcorp@gmail.com." }, { "ucid": "21112178851469891", "idx": 14, "speaker": "customer", "start_s": 57.0, "end_s": 57.6, "text_en": "Yeah, yeah, yeah.", "text_native": "Yeah, yeah, yeah." }, { "ucid": "21112178851469891", "idx": 15, "speaker": "agent", "start_s": 58.1, "end_s": 61.2, "text_en": "Yeah, so you might have registered in our platform like a couple of months or years back.", "text_native": "Yeah, so you might have registered in our platform like a couple of months or years back." }, { "ucid": "21112178851469891", "idx": 16, "speaker": "customer", "start_s": 61.2, "end_s": 64.0, "text_en": "Actually yeah, I am purchasing from Bellary, Toranagallu. From there.", "text_native": "Actually yeah, I am purchasing from Bellary, Toranagallu. From there." }, { "ucid": "21112178851469891", "idx": 17, "speaker": "agent", "start_s": 64.2, "end_s": 64.7, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178851469891", "idx": 18, "speaker": "customer", "start_s": 65.6, "end_s": 67.8, "text_en": "We are taking in auctions material from Bellary plant.", "text_native": "We are taking in auctions material from Bellary plant." }, { "ucid": "21112178851469891", "idx": 19, "speaker": "agent", "start_s": 68.1, "end_s": 69.8, "text_en": "Okay, okay. Okay, got it.", "text_native": "Okay, okay. Okay, got it." }, { "ucid": "21112178851469891", "idx": 20, "speaker": "customer", "start_s": 70.0, "end_s": 75.0, "text_en": "I have taken from Mumbai a long back. I'm not taken from from Mumbai plant I have taken long back. That", "text_native": "I have taken from Mumbai a long back. I'm not taken from from Mumbai plant I have taken long back. That" }, { "ucid": "21112178851469891", "idx": 21, "speaker": "agent", "start_s": 75.0, "end_s": 75.9, "text_en": "Yeah, from Dolvi plant.", "text_native": "Yeah, from Dolvi plant." }, { "ucid": "21112178851469891", "idx": 22, "speaker": "customer", "start_s": 76.3, "end_s": 87.5, "text_en": "Yeah, yeah. Now I'm not taking. I'm taking from here only. The tax, transporting charges will be more from Mumbai, no? I'm purchasing from here only. But I'll send the size, you see what you can give me or not, you tell me this. Actually I'm needing 100 tons this.", "text_native": "Yeah, yeah. Now I'm not taking. I'm taking from here only. The tax, transporting charges will be more from Mumbai, no? I'm purchasing from here only. But I'll send the size, you see what you can give me or not, you tell me this. Actually I'm needing 100 tons this." }, { "ucid": "21112178851469891", "idx": 23, "speaker": "agent", "start_s": 87.9, "end_s": 88.6, "text_en": "100 tons.", "text_native": "100 tons." }, { "ucid": "21112178851469891", "idx": 24, "speaker": "customer", "start_s": 89.1, "end_s": 97.8, "text_en": "Yeah, yeah. My requirement is 100 tons. I've got, I'm fabrication, doing fabrications. We are making centering sheets. We are factories too. So I need that requirement. Monthly 100 tons we are buying from here only.", "text_native": "Yeah, yeah. My requirement is 100 tons. I've got, I'm fabrication, doing fabrications. We are making centering sheets. We are factories too. So I need that requirement. Monthly 100 tons we are buying from here only." }, { "ucid": "21112178851469891", "idx": 25, "speaker": "agent", "start_s": 98.2, "end_s": 102.8, "text_en": "Oh, okay, that's great. Okay, got it. So in that case sir, I I'm yeah, yeah, tell me sir.", "text_native": "Oh, okay, that's great. Okay, got it. So in that case sir, I I'm yeah, yeah, tell me sir." }, { "ucid": "21112178851469891", "idx": 26, "speaker": "customer", "start_s": 103.1, "end_s": 104.8, "text_en": "Yeah, I'll I'll send the size to you, okay?", "text_native": "Yeah, I'll I'll send the size to you, okay?" }, { "ucid": "21112178851469891", "idx": 27, "speaker": "agent", "start_s": 105.1, "end_s": 108.5, "text_en": "Uh I have texted you just now in WhatsApp. You can share the requirement in that same number.", "text_native": "Uh I have texted you just now in WhatsApp. You can share the requirement in that same number." }, { "ucid": "21112178851469891", "idx": 28, "speaker": "customer", "start_s": 108.8, "end_s": 111.0, "text_en": "Okay, you send me, I'll see in the WhatsApp, I'll receive it.", "text_native": "Okay, you send me, I'll see in the WhatsApp, I'll receive it." }, { "ucid": "21112178851469891", "idx": 29, "speaker": "agent", "start_s": 111.2, "end_s": 112.6, "text_en": "Yeah, yeah, I have shared it. Just now.", "text_native": "Yeah, yeah, I have shared it. Just now." }, { "ucid": "21112178851469891", "idx": 30, "speaker": "customer", "start_s": 112.9, "end_s": 114.5, "text_en": "Okay. Okay, I'll send now. I will...", "text_native": "Okay. Okay, I'll send now. I will..." }, { "ucid": "21112178851469891", "idx": 31, "speaker": "agent", "start_s": 114.5, "end_s": 117.5, "text_en": "Perfect, perfect. Works fine. Yeah, thank you sir, thank you so much.", "text_native": "Perfect, perfect. Works fine. Yeah, thank you sir, thank you so much." }, { "ucid": "21112178851469891", "idx": 32, "speaker": "customer", "start_s": 118.1, "end_s": 118.4, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178851469891", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello, good afternoon. Am I talking to Mr. Mohammed Asif? ... this is Jeevan calling from JSW Steels Mumbai. Uh just wanted to check if you have any kind of requirement...", "comment": "The agent greeted and identified but failed to ask for permission to speak, launching directly into the reason for the call." }, { "ucid": "21112178851469891", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "just wanted to check if you have any kind of requirement for, you know, HR, CR sheet or coil, PPGL?", "comment": "The agent did not lead with a value hook (price/availability); instead, they listed products and asked for requirements." }, { "ucid": "21112178851469891", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 4, "evidence": "Monthly 100 tons we are buying from here only.", "comment": "The agent did not ask discovery questions, but the customer volunteered information covering 4 of 6 points (mfg type, application, tonnage, current supplier)." }, { "ucid": "21112178851469891", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not pitch any USPs, even after the customer shared significant details about their business and procurement." }, { "ucid": "21112178851469891", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "why don't you just share me the requirement? I'll check with the category team.", "comment": "The agent deferred qualification to WhatsApp instead of capturing the full requirement (grade, exact dimensions, delivery date) on the call." }, { "ucid": "21112178851469891", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Depending upon the availability, I'll let you know.", "comment": "The agent set a next step (customer to send reqs on WhatsApp) but did not commit to a specific turnaround time for the quote or availability check." } ], "objections": [ { "ucid": "21112178851469891", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "I am purchasing from Bellary, Toranagallu. From there... We are taking in auctions material from Bellary plant.", "response": "Okay, okay. Okay, got it." }, { "ucid": "21112178851469891", "obj_type": "price", "state": "mishandled", "evidence": "The tax, transporting charges will be more from Mumbai, no?", "response": "" } ], "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": [] }