{ "ucid": "21112178851568361", "call_date": "2026-09-04", "start_time": "2026-09-04 15:24:43", "end_time": "2026-09-04 15:26:24", "duration_sec": 101, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3473d5652280d2237e6bff4fcf36a609.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 831, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851568361__DIA3473d5652280d2237e6bff4fcf36a609.mp3", "audio_bytes": 257904, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 85.968, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: Hi, if you record your name, we will... I'll see if this person is available.\n[4s] UNKNOWN: [inaudible]\n[14s] CUSTOMER: Hello?\n[14s] AGENT: Hello?\n[15s] CUSTOMER: Uh, are you speaking from Ludhiana Metals? (अह, लुधियाना मेटल से बात कर रहे हैं?)\n[16s] AGENT: Speak. (बोलो।)\n[16s] AGENT: Uh, yes, this is Rohit Mishra speaking from the JSW One platform. (अह जी रोहित मिश्रा बात कर रहा हूं from JSW One प्लेटफॉर्म से।)\n[20s] CUSTOMER: Yes, tell me, Mr. Rohit. (हांजी बताइए जी रोहित जी।)\n[21s] AGENT: Uh, may I know your good name? (अह आपका शुभ नाम जान सकता हूं?)\n[22s] CUSTOMER: Sameer Bhalla. (समीर भल्ला।)\n[23s] AGENT: Mr. Sameer, uh, is your Ludhiana Metals a trading firm or are you doing some manufacturing? (समीर जी, अह आपका अभी ये लुधियाना मेटल्स ट्रेडिंग का फर्म है या फिर कुछ मैन्युफैक्चरिंग कर रहे हैं?)\n[28s] CUSTOMER: It's a trading firm, ours. (ट्रेडिंग का फर्म है जी हमारा।)\n[29s] AGENT: Okay okay. Do you have any uh requirement right now? (ओके ओके। अभी कुछ है अह रिक्वायरमेंट?)\n[32s] CUSTOMER: Requirements come up daily, brother. (रिक्वायरमेंट तो रोज़ ही निकलती है भैया।)\n[33s] AGENT: Okay, where do you buy from? Do you buy from outside? (अच्छा, कहां से लेते हैं आप? बाहर से लेते हैं?)\n[36s] CUSTOMER: Sir, we just buy from wherever we get it cheaper. (सर, हम तो मतलब जहां से सस्ता मिलता है वहां से लेते हैं।)\n[40s] CUSTOMER: We have to buy the item by paying money, sir. We buy from wherever we get it cheaper. (पैसा देके चीज़ लेनी है सर। जहां से सस्ती मिलेगी वहां से लेते हैं।)\n[42s] AGENT: Okay. (ओके।)\n[43s] CUSTOMER: Hmm. (हम्म।)\n[43s] AGENT: Okay, do you have anything right now, tell me? (ठीक है, अभी कुछ है बताइए?)\n[45s] CUSTOMER: Tell me, give me the prices. How is the 304 number four finish sheet? All packets, from 1.8 to 2 mm. (बताओ, प्राइसेस दो। 304 नंबर फोर फिनिश की शीट कैसी है? सारे पैकेट, 1.8 से लेके 2 mm तक।)\n[49s] AGENT: I'll send you a 'hi' on WhatsApp. Just share your requirement once, I'll send you the quote. (मैं आपको WhatsApp पे हाय भेजता हूं। एक बार अपनी रिक्वायरमेंट शेयर करो, मैं मैं कोट भेजता हूं आपको।)\n[53s] CUSTOMER: Okay. (ठीक है जी।)\n[54s] AGENT: Yes. (हां।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "noisy: Significant background noise (call center environment) on the agent's side, but the main conversation is mostly clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 turns, clean transcript (4% 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": "You missed the hook entirely and went straight to discovery. For a supply-led pitch, you must open with a strong price or availability signal to capture interest before asking questions.", "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": 1, "material_detected": "Stainless Steel 304", "catalogue_status": "unknown", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a trader, requested a price for 304-grade stainless steel sheets, a product likely outside the agent's core catalogue. The agent performed minimal discovery and, without confirming product availability, agreed to send a quote via WhatsApp. The call ended with this agreed next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Uh, yes, this is Rohit Mishra speaking from the JSW One platform.\", \"comment\": \"The agent identified himself and JSW One, but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook, instead moving directly to discovery questions.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"AGENT: is your Ludhiana Metals a trading firm or are you doing some manufacturing? ... where do you buy from?\", \"comment\": \"The agent only asked about business type and current sourcing, missing 4 of the 6 required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs, even after the customer gave a clear price trigger (\\\"wherever we get it cheaper\\\").\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Tell me, give me the prices. How is the 304 number four finish sheet? All packets, from 1.8 to 2 mm.\", \"comment\": \"The agent did not capture the full requirement (missing width, quantity, location) and did not confirm stock availability for the requested material.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I'll send you a 'hi' on WhatsApp. Just share your requirement once, I'll send you the quote.\", \"comment\": \"The agent established a clear, committed next step of sending a quote, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the hook entirely and went straight to discovery. For a supply-led pitch, you must open with a strong price or availability signal to capture interest before asking questions.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Stainless Steel 304\", \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a trader, requested a price for 304-grade stainless steel sheets, a product likely outside the agent's core catalogue. The agent performed minimal discovery and, without confirming product availability, agreed to send a quote via WhatsApp. The call ended with this agreed next step.\"}", "error": null, "latency_ms": 44144, "input_tokens": 3285, "output_tokens": 812, "created_at": "2026-09-25 11:30:14", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.587, "agent_talk_sec": 22.9, "customer_talk_sec": 16.1, "dead_air_sec": 62.0, "longest_monologue_sec": 4.5, "agent_wpm": 225.3, "interruptions": 0, "agent_turns": 11, "customer_turns": 11, "discovery_qs": 7, "words_agent": 86, "words_customer": 77, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851568361", "idx": 0, "speaker": "unknown", "start_s": 0.0, "end_s": 4.2, "text_en": "Hi, if you record your name, we will... I'll see if this person is available.", "text_native": "Hi, if you record your name, we will... I'll see if this person is available." }, { "ucid": "21112178851568361", "idx": 1, "speaker": "unknown", "start_s": 4.2, "end_s": 13.5, "text_en": "[inaudible]", "text_native": "[inaudible]" }, { "ucid": "21112178851568361", "idx": 2, "speaker": "customer", "start_s": 13.5, "end_s": 14.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178851568361", "idx": 3, "speaker": "agent", "start_s": 14.2, "end_s": 14.6, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178851568361", "idx": 4, "speaker": "customer", "start_s": 14.6, "end_s": 15.9, "text_en": "Uh, are you speaking from Ludhiana Metals?", "text_native": "अह, लुधियाना मेटल से बात कर रहे हैं?" }, { "ucid": "21112178851568361", "idx": 5, "speaker": "agent", "start_s": 15.9, "end_s": 16.3, "text_en": "Speak.", "text_native": "बोलो।" }, { "ucid": "21112178851568361", "idx": 6, "speaker": "agent", "start_s": 16.3, "end_s": 19.5, "text_en": "Uh, yes, this is Rohit Mishra speaking from the JSW One platform.", "text_native": "अह जी रोहित मिश्रा बात कर रहा हूं from JSW One प्लेटफॉर्म से।" }, { "ucid": "21112178851568361", "idx": 7, "speaker": "customer", "start_s": 19.5, "end_s": 20.6, "text_en": "Yes, tell me, Mr. Rohit.", "text_native": "हांजी बताइए जी रोहित जी।" }, { "ucid": "21112178851568361", "idx": 8, "speaker": "agent", "start_s": 20.6, "end_s": 22.2, "text_en": "Uh, may I know your good name?", "text_native": "अह आपका शुभ नाम जान सकता हूं?" }, { "ucid": "21112178851568361", "idx": 9, "speaker": "customer", "start_s": 22.2, "end_s": 23.0, "text_en": "Sameer Bhalla.", "text_native": "समीर भल्ला।" }, { "ucid": "21112178851568361", "idx": 10, "speaker": "agent", "start_s": 23.0, "end_s": 27.5, "text_en": "Mr. Sameer, uh, is your Ludhiana Metals a trading firm or are you doing some manufacturing?", "text_native": "समीर जी, अह आपका अभी ये लुधियाना मेटल्स ट्रेडिंग का फर्म है या फिर कुछ मैन्युफैक्चरिंग कर रहे हैं?" }, { "ucid": "21112178851568361", "idx": 11, "speaker": "customer", "start_s": 27.5, "end_s": 28.8, "text_en": "It's a trading firm, ours.", "text_native": "ट्रेडिंग का फर्म है जी हमारा।" }, { "ucid": "21112178851568361", "idx": 12, "speaker": "agent", "start_s": 28.8, "end_s": 31.5, "text_en": "Okay okay. Do you have any uh requirement right now?", "text_native": "ओके ओके। अभी कुछ है अह रिक्वायरमेंट?" }, { "ucid": "21112178851568361", "idx": 13, "speaker": "customer", "start_s": 31.5, "end_s": 32.8, "text_en": "Requirements come up daily, brother.", "text_native": "रिक्वायरमेंट तो रोज़ ही निकलती है भैया।" }, { "ucid": "21112178851568361", "idx": 14, "speaker": "agent", "start_s": 32.8, "end_s": 35.5, "text_en": "Okay, where do you buy from? Do you buy from outside?", "text_native": "अच्छा, कहां से लेते हैं आप? बाहर से लेते हैं?" }, { "ucid": "21112178851568361", "idx": 15, "speaker": "customer", "start_s": 35.5, "end_s": 37.8, "text_en": "Sir, we just buy from wherever we get it cheaper.", "text_native": "सर, हम तो मतलब जहां से सस्ता मिलता है वहां से लेते हैं।" }, { "ucid": "21112178851568361", "idx": 16, "speaker": "customer", "start_s": 39.5, "end_s": 42.0, "text_en": "We have to buy the item by paying money, sir. We buy from wherever we get it cheaper.", "text_native": "पैसा देके चीज़ लेनी है सर। जहां से सस्ती मिलेगी वहां से लेते हैं।" }, { "ucid": "21112178851568361", "idx": 17, "speaker": "agent", "start_s": 42.0, "end_s": 42.8, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178851568361", "idx": 18, "speaker": "customer", "start_s": 42.8, "end_s": 43.0, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178851568361", "idx": 19, "speaker": "agent", "start_s": 43.0, "end_s": 44.8, "text_en": "Okay, do you have anything right now, tell me?", "text_native": "ठीक है, अभी कुछ है बताइए?" }, { "ucid": "21112178851568361", "idx": 20, "speaker": "customer", "start_s": 44.8, "end_s": 48.8, "text_en": "Tell me, give me the prices. How is the 304 number four finish sheet? All packets, from 1.8 to 2 mm.", "text_native": "बताओ, प्राइसेस दो। 304 नंबर फोर फिनिश की शीट कैसी है? सारे पैकेट, 1.8 से लेके 2 mm तक।" }, { "ucid": "21112178851568361", "idx": 21, "speaker": "agent", "start_s": 48.8, "end_s": 53.2, "text_en": "I'll send you a 'hi' on WhatsApp. Just share your requirement once, I'll send you the quote.", "text_native": "मैं आपको WhatsApp पे हाय भेजता हूं। एक बार अपनी रिक्वायरमेंट शेयर करो, मैं मैं कोट भेजता हूं आपको।" }, { "ucid": "21112178851568361", "idx": 22, "speaker": "customer", "start_s": 53.2, "end_s": 53.8, "text_en": "Okay.", "text_native": "ठीक है जी।" }, { "ucid": "21112178851568361", "idx": 23, "speaker": "agent", "start_s": 53.8, "end_s": 54.2, "text_en": "Yes.", "text_native": "हां।" } ], "steps": [ { "ucid": "21112178851568361", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Uh, yes, this is Rohit Mishra speaking from the JSW One platform.", "comment": "The agent identified himself and JSW One, but failed to ask for permission to speak." }, { "ucid": "21112178851568361", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not deliver a supply or price hook, instead moving directly to discovery questions." }, { "ucid": "21112178851568361", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "AGENT: is your Ludhiana Metals a trading firm or are you doing some manufacturing? ... where do you buy from?", "comment": "The agent only asked about business type and current sourcing, missing 4 of the 6 required discovery questions." }, { "ucid": "21112178851568361", "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 gave a clear price trigger (\"wherever we get it cheaper\")." }, { "ucid": "21112178851568361", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "CUSTOMER: Tell me, give me the prices. How is the 304 number four finish sheet? All packets, from 1.8 to 2 mm.", "comment": "The agent did not capture the full requirement (missing width, quantity, location) and did not confirm stock availability for the requested material." }, { "ucid": "21112178851568361", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: I'll send you a 'hi' on WhatsApp. Just share your requirement once, I'll send you the quote.", "comment": "The agent established a clear, committed next step of sending a quote, which the customer agreed to." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }