{ "ucid": "21112178851693281", "call_date": "2026-09-04", "start_time": "2026-09-04 15:45:32", "end_time": "2026-09-04 15:47:54", "duration_sec": 142, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4f98d647823e7a7b281f79997506746d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 817, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178851693281__DIA4f98d647823e7a7b281f79997506746d.mp3", "audio_bytes": 349920, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 116.64, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello, Noor Steels?\n[4s] CUSTOMER: Who is speaking, sir? (कौन बात कर रहे हो सर?)\n[5s] AGENT: Sir, hello. I am Aditya Pandey calling from JSW One. (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था जे एस डब्ल्यू वन से।)\n[8s] CUSTOMER: Yes, sir. (बोलिए सर।)\n[9s] AGENT: Sir, actually, you were registered on our platform. I guess you must have also spoken to one of my colleagues, Dhruvan Sharma. (सर एक्चुअली मैं, आप हमारे प्लेटफार्म पर रजिस्टर्ड थे। आई गेस आपने मेरे एक कलीग से भी बात की होगी, ध्रुवन शर्मा।)\n[14s] CUSTOMER: Yes, yes. (हां हां।)\n[14s] AGENT: Sir, his requirement has perhaps not been solved within twenty-four to forty-eight hours. (सर उसकी रिक्वायरमेंट शायद विथिन ट्वेंटी फोर टू फोर्टी एट आवर्स में सॉल्व नहीं हुआ है।)\n[18s] CUSTOMER: Your voice is breaking, sir. What are you saying? (आपका आवाज ब्रेक हो रहा है सर। क्या बोल रहे हैं?)\n[20s] AGENT: Sir, I was saying that in HR, do you have any requirement for this one? (सर मैं बोल रहा था कि एचआर में आपका यह वन कुछ रिक्वायरमेंट है कुछ?)\n[23s] CUSTOMER: In HR, I don't have a requirement ready right now, sir. Uh, what is the rate and all, sir, say for the basic minimum for HR? (एचआर में रिक्वायरमेंट तो अभी रेडी में तो नहीं है सर। अभी अह रेट वगेरा क्या है सर समझो बेसिक मिनिमम का एचआर का?)\n[28s] AGENT: Sir, for basic, right now, sir, see, the price is increasing every day. Meaning, from 250 to 250-500 rupees is increasing every day. Right now, I can tell you today's rate, like for example, the market rate is 62. There's a chance it will increase further on this. You already know that in the market, a very big this has happened, increase. I can tell you that last two, uh, two weeks ago it was 58, today it has increased by 4 rupees in the market rate. (सर बेसिक अभी तो सर देखिए हर दिन प्राइस इंक्रीज हो रहा है। मतलब ढाई सौ से ढाई सौ पांच सौ रुपया तो हर दिन बढ़ रहा है। अभी मैं आपको आज रेट बता देता हूं जैसे फॉर एग्जांपल, सिक्सटी टू का मार्केट रेट चल रहा है। अभी इसपे और बढ़ने का चांस है। आपको तो पता ही है अभी की मार्केट में बहुत बड़ा यह हो गया है, इंक्रीज। मैं आपको यह बोल सकता हूं कि लास्ट टू अह टू वीक्स अगो तो फिफ्टी एट था, आज चार रुपया इंक्रीज हो गया आज मार्केट रेट में।)\n[44s] CUSTOMER: Correct. (बराबर।)\n[44s] AGENT: Now it's expected that another 3 rupees will increase by month-end. And it's possible that by Diwali it might increase by 10 rupees. Those are the expectations. (अभी और एक एक्सपेक्टेड है कि और तीन रुपया मंथ एंड तक होगा। और हो सकता है दिवाली तक तो दस रुपया बढ़े। एक्सपेक्टेशंस तो वही है।)\n[48s] CUSTOMER: Okay. Do you have 4mm 5mm in checker plate, sir? (अच्छा। चार एमएम पांच एमएम चेकर प्लेट में है क्या सर?)\n[52s] AGENT: Sir, I will have it. Checker plate, right? (सर रहेगा मेरे पास। चेकर प्लेट ना आपको?)\n[53s] CUSTOMER: Yes. So will this be the punch type or the original one, sir? (हां। तो यह पंच वाला रहेगा या ओरिजिनल रहेगा सर?)\n[56s] AGENT: That [inaudible] what is punch, what is original? (वो [inaudible] उसे पंच क्या ओरिजिनल?)\n[58s] CUSTOMER: I'll just WhatsApp you, sir. Your voice is breaking. I'll just WhatsApp you. (मैं आपको WhatsApp ही करता हूं सर। आपका आवाज ब्रेक हो रहा है। मैं आपको WhatsApp ही करता हूं।)\n[102s] AGENT: Okay. I'll share my WhatsApp number with you. You tell me yours on that. Yes. (ओके। मैं मैं आपको अपना WhatsApp नंबर शेयर करता हूं। उसपे आप मुझे अपना बताइए। हां।)\n[106s] CUSTOMER: Okay, okay. (ठीक है, ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 21, "connected": 1, "audio_notes": "noisy: The agent's voice is frequently muffled and breaks up, making some parts inaudible. The customer also points this out during the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "21 turns, clean transcript (5% 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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"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 take control of the call by following the pitch structure; start with a hook to build interest, then use discovery questions to understand the customer's needs before discussing products.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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 agent contacted a registered lead, Noor Steels. The agent skipped the hook and discovery, and the customer took control, asking for HR rates and then for 4mm/5mm chequered plate. The agent provided general market price trends but failed to qualify the requirement or pitch any USPs. The call ended prematurely due to poor audio quality, with a loose agreement to connect on WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, Noor Steels? ... Sir, hello. I am Aditya Pandey calling from JSW One.\", \"comment\": \"Agent greeted, used the customer's company name, and identified himself and JSW One, and the customer immediately invited him to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a price or availability hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the customer drove the conversation by asking for rates and products.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any JSW One USPs; the price discussion was general market commentary, not a specific value proposition.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have 4mm 5mm in checker plate, sir?\", \"comment\": \"Although a requirement for chequered plate was raised by the customer, the agent failed to capture any qualifying details like grade, width, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay. I'll share my WhatsApp number with you. You tell me yours on that.\", \"comment\": \"The call ended with a vague agreement to connect on WhatsApp, which is not a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must take control of the call by following the pitch structure; start with a hook to build interest, then use discovery questions to understand the customer's needs before discussing products.\", \"segment_detected\": \"unknown\", \"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\": [], \"call_summary\": \"The agent contacted a registered lead, Noor Steels. The agent skipped the hook and discovery, and the customer took control, asking for HR rates and then for 4mm/5mm chequered plate. The agent provided general market price trends but failed to qualify the requirement or pitch any USPs. The call ended prematurely due to poor audio quality, with a loose agreement to connect on WhatsApp.\"}", "error": null, "latency_ms": 36971, "input_tokens": 3596, "output_tokens": 788, "created_at": "2026-09-25 11:29:26", "sentiment": "positive", "sentiment_score": 0.692, "sentiment_confidence": "high", "pos": 11, "neg": 1, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.404, "agent_talk_sec": 40.6, "customer_talk_sec": 59.9, "dead_air_sec": 41.5, "longest_monologue_sec": 15.3, "agent_wpm": 313.3, "interruptions": 0, "agent_turns": 10, "customer_turns": 11, "discovery_qs": 4, "words_agent": 212, "words_customer": 83, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851693281", "idx": 0, "speaker": "customer", "start_s": 0.59, "end_s": 1.13, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178851693281", "idx": 1, "speaker": "agent", "start_s": 1.58, "end_s": 2.84, "text_en": "Hello, Noor Steels?", "text_native": "Hello, Noor Steels?" }, { "ucid": "21112178851693281", "idx": 2, "speaker": "customer", "start_s": 3.59, "end_s": 4.69, "text_en": "Who is speaking, sir?", "text_native": "कौन बात कर रहे हो सर?" }, { "ucid": "21112178851693281", "idx": 3, "speaker": "agent", "start_s": 4.89, "end_s": 7.8, "text_en": "Sir, hello. I am Aditya Pandey calling from JSW One.", "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था जे एस डब्ल्यू वन से।" }, { "ucid": "21112178851693281", "idx": 4, "speaker": "customer", "start_s": 8.08, "end_s": 8.68, "text_en": "Yes, sir.", "text_native": "बोलिए सर।" }, { "ucid": "21112178851693281", "idx": 5, "speaker": "agent", "start_s": 8.8, "end_s": 13.3, "text_en": "Sir, actually, you were registered on our platform. I guess you must have also spoken to one of my colleagues, Dhruvan Sharma.", "text_native": "सर एक्चुअली मैं, आप हमारे प्लेटफार्म पर रजिस्टर्ड थे। आई गेस आपने मेरे एक कलीग से भी बात की होगी, ध्रुवन शर्मा।" }, { "ucid": "21112178851693281", "idx": 6, "speaker": "customer", "start_s": 13.51, "end_s": 14.01, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178851693281", "idx": 7, "speaker": "agent", "start_s": 14.5, "end_s": 17.58, "text_en": "Sir, his requirement has perhaps not been solved within twenty-four to forty-eight hours.", "text_native": "सर उसकी रिक्वायरमेंट शायद विथिन ट्वेंटी फोर टू फोर्टी एट आवर्स में सॉल्व नहीं हुआ है।" }, { "ucid": "21112178851693281", "idx": 8, "speaker": "customer", "start_s": 17.88, "end_s": 20.0, "text_en": "Your voice is breaking, sir. What are you saying?", "text_native": "आपका आवाज ब्रेक हो रहा है सर। क्या बोल रहे हैं?" }, { "ucid": "21112178851693281", "idx": 9, "speaker": "agent", "start_s": 20.0, "end_s": 22.5, "text_en": "Sir, I was saying that in HR, do you have any requirement for this one?", "text_native": "सर मैं बोल रहा था कि एचआर में आपका यह वन कुछ रिक्वायरमेंट है कुछ?" }, { "ucid": "21112178851693281", "idx": 10, "speaker": "customer", "start_s": 22.8, "end_s": 27.8, "text_en": "In HR, I don't have a requirement ready right now, sir. Uh, what is the rate and all, sir, say for the basic minimum for HR?", "text_native": "एचआर में रिक्वायरमेंट तो अभी रेडी में तो नहीं है सर। अभी अह रेट वगेरा क्या है सर समझो बेसिक मिनिमम का एचआर का?" }, { "ucid": "21112178851693281", "idx": 11, "speaker": "agent", "start_s": 28.0, "end_s": 43.3, "text_en": "Sir, for basic, right now, sir, see, the price is increasing every day. Meaning, from 250 to 250-500 rupees is increasing every day. Right now, I can tell you today's rate, like for example, the market rate is 62. There's a chance it will increase further on this. You already know that in the market, a very big this has happened, increase. I can tell you that last two, uh, two weeks ago it was 58, today it has increased by 4 rupees in the market rate.", "text_native": "सर बेसिक अभी तो सर देखिए हर दिन प्राइस इंक्रीज हो रहा है। मतलब ढाई सौ से ढाई सौ पांच सौ रुपया तो हर दिन बढ़ रहा है। अभी मैं आपको आज रेट बता देता हूं जैसे फॉर एग्जांपल, सिक्सटी टू का मार्केट रेट चल रहा है। अभी इसपे और बढ़ने का चांस है। आपको तो पता ही है अभी की मार्केट में बहुत बड़ा यह हो गया है, इंक्रीज। मैं आपको यह बोल सकता हूं कि लास्ट टू अह टू वीक्स अगो तो फिफ्टी एट था, आज चार रुपया इंक्रीज हो गया आज मार्केट रेट में।" }, { "ucid": "21112178851693281", "idx": 12, "speaker": "customer", "start_s": 43.5, "end_s": 43.9, "text_en": "Correct.", "text_native": "बराबर।" }, { "ucid": "21112178851693281", "idx": 13, "speaker": "agent", "start_s": 44.0, "end_s": 48.3, "text_en": "Now it's expected that another 3 rupees will increase by month-end. And it's possible that by Diwali it might increase by 10 rupees. Those are the expectations.", "text_native": "अभी और एक एक्सपेक्टेड है कि और तीन रुपया मंथ एंड तक होगा। और हो सकता है दिवाली तक तो दस रुपया बढ़े। एक्सपेक्टेशंस तो वही है।" }, { "ucid": "21112178851693281", "idx": 14, "speaker": "customer", "start_s": 48.5, "end_s": 51.0, "text_en": "Okay. Do you have 4mm 5mm in checker plate, sir?", "text_native": "अच्छा। चार एमएम पांच एमएम चेकर प्लेट में है क्या सर?" }, { "ucid": "21112178851693281", "idx": 15, "speaker": "agent", "start_s": 51.5, "end_s": 52.8, "text_en": "Sir, I will have it. Checker plate, right?", "text_native": "सर रहेगा मेरे पास। चेकर प्लेट ना आपको?" }, { "ucid": "21112178851693281", "idx": 16, "speaker": "customer", "start_s": 53.0, "end_s": 55.8, "text_en": "Yes. So will this be the punch type or the original one, sir?", "text_native": "हां। तो यह पंच वाला रहेगा या ओरिजिनल रहेगा सर?" }, { "ucid": "21112178851693281", "idx": 17, "speaker": "agent", "start_s": 56.0, "end_s": 58.2, "text_en": "That [inaudible] what is punch, what is original?", "text_native": "वो [inaudible] उसे पंच क्या ओरिजिनल?" }, { "ucid": "21112178851693281", "idx": 18, "speaker": "customer", "start_s": 58.5, "end_s": 101.8, "text_en": "I'll just WhatsApp you, sir. Your voice is breaking. I'll just WhatsApp you.", "text_native": "मैं आपको WhatsApp ही करता हूं सर। आपका आवाज ब्रेक हो रहा है। मैं आपको WhatsApp ही करता हूं।" }, { "ucid": "21112178851693281", "idx": 19, "speaker": "agent", "start_s": 102.0, "end_s": 105.3, "text_en": "Okay. I'll share my WhatsApp number with you. You tell me yours on that. Yes.", "text_native": "ओके। मैं मैं आपको अपना WhatsApp नंबर शेयर करता हूं। उसपे आप मुझे अपना बताइए। हां।" }, { "ucid": "21112178851693281", "idx": 20, "speaker": "customer", "start_s": 105.5, "end_s": 106.5, "text_en": "Okay, okay.", "text_native": "ठीक है, ठीक है।" } ], "steps": [ { "ucid": "21112178851693281", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello, Noor Steels? ... Sir, hello. I am Aditya Pandey calling from JSW One.", "comment": "Agent greeted, used the customer's company name, and identified himself and JSW One, and the customer immediately invited him to speak." }, { "ucid": "21112178851693281", "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 price or availability hook, instead asking directly for a requirement." }, { "ucid": "21112178851693281", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero discovery questions; the customer drove the conversation by asking for rates and products." }, { "ucid": "21112178851693281", "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 JSW One USPs; the price discussion was general market commentary, not a specific value proposition." }, { "ucid": "21112178851693281", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have 4mm 5mm in checker plate, sir?", "comment": "Although a requirement for chequered plate was raised by the customer, the agent failed to capture any qualifying details like grade, width, or quantity." }, { "ucid": "21112178851693281", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay. I'll share my WhatsApp number with you. You tell me yours on that.", "comment": "The call ended with a vague agreement to connect on WhatsApp, which is not a committed next step like a quote or a scheduled callback." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }