{ "ucid": "21112178852160561", "call_date": "2026-09-04", "start_time": "2026-09-04 17:03:25", "end_time": "2026-09-04 17:04:38", "duration_sec": 73, "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/DIA8a1bcee1f6979a9e454c883090d368b6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 798, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178852160561__DIA8a1bcee1f6979a9e454c883090d368b6.mp3", "audio_bytes": 115344, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 38.448, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (હલો.)\n[1s] AGENT: Hello Shri Gayatri Industries, am I speaking with Ketan bhai? (હલો શ્રી ગાયત્રી ઇન્ડસ્ટ્રીઝ, કેતનભાઈ વાત કરો છો?)\n[3s] CUSTOMER: Speak. (બોલો.)\n[4s] AGENT: I am Dhanak Mehta speaking from JSW One. So, do you have requirements for steel, for HR coil? (ધનક મહેતા વાત કરું છું JSW One થી. તો એમના requirement આવે છે, steel માં, HR coil માં?)\n[8s] CUSTOMER: Yes, there is a requirement, there is. Do one thing for me, there's a holiday for two days. When I come on Monday, I will send you the inquiry. (હા requirement છે, છે. આ મને એક કામ કરો, આ બે દિવસ રજા છે. હું Monday આવું ને એટલે તમને inquiry નાખું.)\n[13s] AGENT: That will work, that will work, fine. Okay okay. How many tons is it, your requirement? (ચાલશે ચાલશે fine. ઓકે ઓકે. કેટલા ton ની છે તો પણ તમારી?)\n[16s] CUSTOMER: It's around a hundred tons. (હજી સો ton આજુબાજુ છે એક.)\n[18s] AGENT: Okay. Let me send you a reminder, I'll ping you on WhatsApp, okay? (ઓકે. ચાલો તમને reminder નાખું, તમને WhatsApp પર ping કરી નાખું છું એક, ઓકે?)\n[21s] CUSTOMER: Alright, alright. Send it, send me a reminder on WhatsApp. (સારું સારું. આપી દેજો WhatsApp પર મને reminder આપી દેજો.)\n[23s] AGENT: Okay fine. Happy Janmashtami sir. (ઓકે fine. Happy Janmashtami sir.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "clear: There is some minor background noise, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "10 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When a customer confirms a large requirement, ask at least one or two discovery questions (e.g., 'Great, what do you manufacture?') before agreeing to the next step to better prepare for their inquiry.", "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 agent contacted a manufacturing customer who confirmed a requirement of around 100 tons of HR coil. As the customer was on holiday, they requested to send the inquiry on Monday. The agent agreed and set a next step to send a WhatsApp reminder, successfully securing a lead for follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello Shri Gayatri Industries, am I speaking with Ketan bhai? ... I am Dhanak Mehta speaking from JSW One.\", \"comment\": \"Agent successfully greeted the customer by name, identified their company, and introduced themself from JSW One.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead moving directly from introduction to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"How many tons is it, your requirement?\", \"comment\": \"Agent only asked for the required quantity, missing the other 5 discovery questions about manufacturing, application, and suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"do you have requirements for steel, for HR coil?\", \"comment\": \"Agent confirmed a requirement exists but failed to capture any specific details like grade, thickness, or width.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Let me send you a reminder, I'll ping you on WhatsApp, okay?\", \"comment\": \"Agent established a clear and agreed-upon next step for a WhatsApp reminder, securing a future inquiry.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer confirms a large requirement, ask at least one or two discovery questions (e.g., 'Great, what do you manufacture?') before agreeing to the next step to better prepare for their inquiry.\", \"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\": [], \"call_summary\": \"The agent contacted a manufacturing customer who confirmed a requirement of around 100 tons of HR coil. As the customer was on holiday, they requested to send the inquiry on Monday. The agent agreed and set a next step to send a WhatsApp reminder, successfully securing a lead for follow-up.\"}", "error": null, "latency_ms": 32173, "input_tokens": 2954, "output_tokens": 749, "created_at": "2026-09-25 11:28:18", "sentiment": "positive", "sentiment_score": 0.751, "sentiment_confidence": "high", "pos": 9, "neg": 0, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.564, "agent_talk_sec": 13.2, "customer_talk_sec": 10.2, "dead_air_sec": 49.6, "longest_monologue_sec": 3.7, "agent_wpm": 281.8, "interruptions": 0, "agent_turns": 5, "customer_turns": 5, "discovery_qs": 4, "words_agent": 62, "words_customer": 46, "monologue_heavy": 0, "turns": [ { "ucid": "21112178852160561", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.58, "text_en": "Hello.", "text_native": "હલો." }, { "ucid": "21112178852160561", "idx": 1, "speaker": "agent", "start_s": 0.89, "end_s": 3.04, "text_en": "Hello Shri Gayatri Industries, am I speaking with Ketan bhai?", "text_native": "હલો શ્રી ગાયત્રી ઇન્ડસ્ટ્રીઝ, કેતનભાઈ વાત કરો છો?" }, { "ucid": "21112178852160561", "idx": 2, "speaker": "customer", "start_s": 3.26, "end_s": 3.66, "text_en": "Speak.", "text_native": "બોલો." }, { "ucid": "21112178852160561", "idx": 3, "speaker": "agent", "start_s": 3.8, "end_s": 7.5, "text_en": "I am Dhanak Mehta speaking from JSW One. So, do you have requirements for steel, for HR coil?", "text_native": "ધનક મહેતા વાત કરું છું JSW One થી. તો એમના requirement આવે છે, steel માં, HR coil માં?" }, { "ucid": "21112178852160561", "idx": 4, "speaker": "customer", "start_s": 7.61, "end_s": 13.04, "text_en": "Yes, there is a requirement, there is. Do one thing for me, there's a holiday for two days. When I come on Monday, I will send you the inquiry.", "text_native": "હા requirement છે, છે. આ મને એક કામ કરો, આ બે દિવસ રજા છે. હું Monday આવું ને એટલે તમને inquiry નાખું." }, { "ucid": "21112178852160561", "idx": 5, "speaker": "agent", "start_s": 13.2, "end_s": 16.0, "text_en": "That will work, that will work, fine. Okay okay. How many tons is it, your requirement?", "text_native": "ચાલશે ચાલશે fine. ઓકે ઓકે. કેટલા ton ની છે તો પણ તમારી?" }, { "ucid": "21112178852160561", "idx": 6, "speaker": "customer", "start_s": 16.14, "end_s": 17.84, "text_en": "It's around a hundred tons.", "text_native": "હજી સો ton આજુબાજુ છે એક." }, { "ucid": "21112178852160561", "idx": 7, "speaker": "agent", "start_s": 18.2, "end_s": 21.0, "text_en": "Okay. Let me send you a reminder, I'll ping you on WhatsApp, okay?", "text_native": "ઓકે. ચાલો તમને reminder નાખું, તમને WhatsApp પર ping કરી નાખું છું એક, ઓકે?" }, { "ucid": "21112178852160561", "idx": 8, "speaker": "customer", "start_s": 21.1, "end_s": 23.24, "text_en": "Alright, alright. Send it, send me a reminder on WhatsApp.", "text_native": "સારું સારું. આપી દેજો WhatsApp પર મને reminder આપી દેજો." }, { "ucid": "21112178852160561", "idx": 9, "speaker": "agent", "start_s": 23.44, "end_s": 25.2, "text_en": "Okay fine. Happy Janmashtami sir.", "text_native": "ઓકે fine. Happy Janmashtami sir." } ], "steps": [ { "ucid": "21112178852160561", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello Shri Gayatri Industries, am I speaking with Ketan bhai? ... I am Dhanak Mehta speaking from JSW One.", "comment": "Agent successfully greeted the customer by name, identified their company, and introduced themself from JSW One." }, { "ucid": "21112178852160561", "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 provide a supply or price hook, instead moving directly from introduction to asking for requirements." }, { "ucid": "21112178852160561", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "How many tons is it, your requirement?", "comment": "Agent only asked for the required quantity, missing the other 5 discovery questions about manufacturing, application, and suppliers." }, { "ucid": "21112178852160561", "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 during the call." }, { "ucid": "21112178852160561", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "do you have requirements for steel, for HR coil?", "comment": "Agent confirmed a requirement exists but failed to capture any specific details like grade, thickness, or width." }, { "ucid": "21112178852160561", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Let me send you a reminder, I'll ping you on WhatsApp, okay?", "comment": "Agent established a clear and agreed-upon next step for a WhatsApp reminder, securing a future inquiry." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }