{ "ucid": "21112178852610751", "call_date": "2026-09-04", "start_time": "2026-09-04 18:18:27", "end_time": "2026-09-04 18:19:31", "duration_sec": 64, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd73ab3e8c187bf39b44f236f593911b0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 785, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178852610751__DIAd73ab3e8c187bf39b44f236f593911b0.mp3", "audio_bytes": 145368, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 48.456, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: Yes, tell me. (हां बोलो ना।)\n[3s] AGENT: This is Abdul speaking, sir, from JSW One. Am I speaking with Ajgar ji? (ये अब्दुल बात कर रहा हूं सर JSW One से। अजगर जी बात कर रहे हैं?)\n[5s] CUSTOMER: Yes, speaking. (हां जी बोल रहा हूं।)\n[6s] AGENT: Do you have any requirement, sir, for steel in HR, CR? I had called for that. (कुछ रिक्वायरमेंट है क्या सर स्टील में HR CR में? इसके लिए फोन किया था मैं।)\n[8s] CUSTOMER: No sir, right now there is no requirement at all. We are working with what we have. (नहीं सर अभी अभी तो कोई रिक्वायरमेंट है ही नहीं। जो है उसी में काम कर रहे हैं।)\n[12s] CUSTOMER: According to you, when can the rates decrease, sir? (अभी आपके हिसाब से कब रेट कम हो सकते हैं साहब?)\n[14s] AGENT: In November. (नवंबर में।)\n[15s] CUSTOMER: In November? (नवंबर में?)\n[16s] AGENT: Hmm. November... the rate is going to increase now. What's happening in the market is that the raw material rate has increased. (हम्म। नवंबर अभी रेट बढ़ने वाला है। मार्केट में क्या है ना कि रॉ मटेरियल का रेट बढ़ गया है।)\n[19s] AGENT: The rate for zinc and what do you call it? Coking coal has increased. (जिंक का और ये क्या बोलते हैं? कुकिंग कोल का रेट बढ़ गया है।)\n[21s] AGENT: The rate will not decrease now, it will increase further. If you want to buy, you can buy now, if you need it in HR, CR. (अभी रेट कम होगा ही नहीं और बढ़ेगा। अगर लेना हो तो अभी ले सकते हैं HR CR में लेना होगा तो।)\n[25s] CUSTOMER: Okay. (अच्छा।)\n[26s] CUSTOMER: Alright. (ठीक है।)\n[27s] CUSTOMER: Okay, alright sir, not right now for now. Still, thank you, okay. (चलिए ठीक है सर मैं अभी तो नहीं फिलहाल। फिर भी थैंक यू हां।)\n[30s] AGENT: Yes, okay. (हां ठीक है।)\n[30s] CUSTOMER: Yes. (जी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "clear: Some minor background noise on the customer's side, but transcription is reliable.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You must follow the pitch structure; open with a hook to create interest, then use discovery questions to understand the customer's business before asking if they have a requirement.", "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 opened the call and immediately asked for requirements in HR/CR. The customer stated they have no current need and asked when prices might decrease. The agent advised that prices are expected to rise and suggested buying now, but the customer declined and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"This is Abdul speaking, sir, from JSW One. Am I speaking with Ajgar ji?\", \"comment\": \"Agent identified self, company, and customer, but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was performed to establish customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement, sir, for steel in HR, CR?\", \"comment\": \"Agent attempted to qualify by asking for a current requirement, which is the first part of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without any committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; open with a hook to create interest, then use discovery questions to understand the customer's business before asking if they have a requirement.\", \"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 opened the call and immediately asked for requirements in HR/CR. The customer stated they have no current need and asked when prices might decrease. The agent advised that prices are expected to rise and suggested buying now, but the customer declined and ended the call.\"}", "error": null, "latency_ms": 22923, "input_tokens": 3114, "output_tokens": 698, "created_at": "2026-09-25 11:27:42", "sentiment": "neutral", "sentiment_score": 0.032, "sentiment_confidence": "high", "pos": 6, "neg": 6, "lex_hits": 11, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.583, "agent_talk_sec": 14.7, "customer_talk_sec": 10.5, "dead_air_sec": 38.8, "longest_monologue_sec": 8.7, "agent_wpm": 395.9, "interruptions": 0, "agent_turns": 8, "customer_turns": 10, "discovery_qs": 3, "words_agent": 97, "words_customer": 49, "monologue_heavy": 0, "turns": [ { "ucid": "21112178852610751", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.29, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178852610751", "idx": 1, "speaker": "agent", "start_s": 1.63, "end_s": 1.98, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178852610751", "idx": 2, "speaker": "customer", "start_s": 2.18, "end_s": 2.58, "text_en": "Yes, tell me.", "text_native": "हां बोलो ना।" }, { "ucid": "21112178852610751", "idx": 3, "speaker": "agent", "start_s": 2.68, "end_s": 4.98, "text_en": "This is Abdul speaking, sir, from JSW One. Am I speaking with Ajgar ji?", "text_native": "ये अब्दुल बात कर रहा हूं सर JSW One से। अजगर जी बात कर रहे हैं?" }, { "ucid": "21112178852610751", "idx": 4, "speaker": "customer", "start_s": 5.18, "end_s": 5.69, "text_en": "Yes, speaking.", "text_native": "हां जी बोल रहा हूं।" }, { "ucid": "21112178852610751", "idx": 5, "speaker": "agent", "start_s": 5.89, "end_s": 8.29, "text_en": "Do you have any requirement, sir, for steel in HR, CR? I had called for that.", "text_native": "कुछ रिक्वायरमेंट है क्या सर स्टील में HR CR में? इसके लिए फोन किया था मैं।" }, { "ucid": "21112178852610751", "idx": 6, "speaker": "customer", "start_s": 8.5, "end_s": 11.48, "text_en": "No sir, right now there is no requirement at all. We are working with what we have.", "text_native": "नहीं सर अभी अभी तो कोई रिक्वायरमेंट है ही नहीं। जो है उसी में काम कर रहे हैं।" }, { "ucid": "21112178852610751", "idx": 7, "speaker": "customer", "start_s": 11.98, "end_s": 14.18, "text_en": "According to you, when can the rates decrease, sir?", "text_native": "अभी आपके हिसाब से कब रेट कम हो सकते हैं साहब?" }, { "ucid": "21112178852610751", "idx": 8, "speaker": "agent", "start_s": 14.38, "end_s": 14.88, "text_en": "In November.", "text_native": "नवंबर में।" }, { "ucid": "21112178852610751", "idx": 9, "speaker": "customer", "start_s": 15.18, "end_s": 15.58, "text_en": "In November?", "text_native": "नवंबर में?" }, { "ucid": "21112178852610751", "idx": 10, "speaker": "agent", "start_s": 15.78, "end_s": 19.08, "text_en": "Hmm. November... the rate is going to increase now. What's happening in the market is that the raw material rate has increased.", "text_native": "हम्म। नवंबर अभी रेट बढ़ने वाला है। मार्केट में क्या है ना कि रॉ मटेरियल का रेट बढ़ गया है।" }, { "ucid": "21112178852610751", "idx": 11, "speaker": "agent", "start_s": 19.08, "end_s": 21.28, "text_en": "The rate for zinc and what do you call it? Coking coal has increased.", "text_native": "जिंक का और ये क्या बोलते हैं? कुकिंग कोल का रेट बढ़ गया है।" }, { "ucid": "21112178852610751", "idx": 12, "speaker": "agent", "start_s": 21.28, "end_s": 24.48, "text_en": "The rate will not decrease now, it will increase further. If you want to buy, you can buy now, if you need it in HR, CR.", "text_native": "अभी रेट कम होगा ही नहीं और बढ़ेगा। अगर लेना हो तो अभी ले सकते हैं HR CR में लेना होगा तो।" }, { "ucid": "21112178852610751", "idx": 13, "speaker": "customer", "start_s": 24.88, "end_s": 25.28, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178852610751", "idx": 14, "speaker": "customer", "start_s": 26.18, "end_s": 26.48, "text_en": "Alright.", "text_native": "ठीक है।" }, { "ucid": "21112178852610751", "idx": 15, "speaker": "customer", "start_s": 26.78, "end_s": 29.48, "text_en": "Okay, alright sir, not right now for now. Still, thank you, okay.", "text_native": "चलिए ठीक है सर मैं अभी तो नहीं फिलहाल। फिर भी थैंक यू हां।" }, { "ucid": "21112178852610751", "idx": 16, "speaker": "agent", "start_s": 29.58, "end_s": 29.98, "text_en": "Yes, okay.", "text_native": "हां ठीक है।" }, { "ucid": "21112178852610751", "idx": 17, "speaker": "customer", "start_s": 30.08, "end_s": 30.28, "text_en": "Yes.", "text_native": "जी।" } ], "steps": [ { "ucid": "21112178852610751", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "This is Abdul speaking, sir, from JSW One. Am I speaking with Ajgar ji?", "comment": "Agent identified self, company, and customer, but failed to ask for permission to speak." }, { "ucid": "21112178852610751", "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 jumping directly to asking for requirements." }, { "ucid": "21112178852610751", "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 about the customer's business, volume, or suppliers." }, { "ucid": "21112178852610751", "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 because no discovery was performed to establish customer needs." }, { "ucid": "21112178852610751", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement, sir, for steel in HR, CR?", "comment": "Agent attempted to qualify by asking for a current requirement, which is the first part of this step." }, { "ucid": "21112178852610751", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without any committed next step like a quote or a scheduled callback." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [ "rejection" ] }