{ "ucid": "21112178876466451", "call_date": "2026-09-07", "start_time": "2026-09-07 12:34:24", "end_time": "2026-09-07 12:36:15", "duration_sec": 111, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa1665f6a4e27aad814bfa5b7251bca5f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 744, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178876466451__DIAa1665f6a4e27aad814bfa5b7251bca5f.mp3", "audio_bytes": 248616, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 82.872, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Uh hello, good morning. Am I talking to Balaraji from Modern Infra Corporation?\n[5s] CUSTOMER: No no, tell me sir. No no, not Balaraj, Manjunath here, tell me.\n[8s] AGENT: Alright sir, this is Jeevan calling from JSW One platform. Just wanted to check if you have any, you know, HR CR sheet or coil requirement.\n[14s] CUSTOMER: You are from JSW One, na?\n[15s] AGENT: JSW One platform from Mumbai headquarters.\n[18s] CUSTOMER: Actually we are buying, na? Actually we are buying from Pune locations and we are buying from Chennai also, then we are buying\n[21s] AGENT: Yeah, so the only thing that I'm calling you is to, you know, onboard you to our platform as in, you know, do the transaction directly from JSW One platform so that you will get other benefits.\n[28s] CUSTOMER: Actually we are we are presently we are dealing with JSW One only.\n[30s] AGENT: Is it so? But I think you have, you might have never made a transaction through our portal, like our JSW One portal.\n[35s] CUSTOMER: That's the reason.\n[36s] AGENT: Yeah.\n[38s] CUSTOMER: Okay. We are, you have to check with your, we are buying material from for Pune along with the JSW One only.\n[42s] CUSTOMER: Chennai also same JSW One only.\n[44s] AGENT: Okay, okay, alright then. In that case then\n[45s] CUSTOMER: You can check with your\n[46s] AGENT: Yeah, I'll confirm it then sir. Yeah, perfect. Thank you so much sir then.\n[48s] CUSTOMER: Okay.\n[49s] AGENT: Yeah.", "language": "English", "languages": "[\"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "clear: The customer speaks quickly, but the audio is clear enough for a reliable transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 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": 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": "When a customer says they already buy from JSW, use that as an opportunity to explain the benefits of the direct platform versus a channel partner, and then pivot back to discovery.", "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 customer to ask about HR/CR requirements. The customer stated they already buy from JSW One, likely through a channel partner. Instead of explaining the value of the direct platform, the agent accepted the statement, agreed to check internally, and ended the call without any discovery or setting a follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a specific hook, instead mentioning vague \\\"other benefits\\\".\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated they were an existing JSW One customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Just wanted to check if you have any, you know, HR CR sheet or coil requirement.\", \"comment\": \"Agent successfully asked if a current requirement exists, though the conversation was diverted before an answer was given.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent agreed to an internal check but did not establish a committed next step with the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they already buy from JSW, use that as an opportunity to explain the benefits of the direct platform versus a channel partner, and then pivot back to discovery.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Actually we are we are presently we are dealing with JSW One only.\", \"response\": \"Yeah, I'll confirm it then sir. Yeah, perfect. Thank you so much sir then.\"}], \"call_summary\": \"The agent contacted a customer to ask about HR/CR requirements. The customer stated they already buy from JSW One, likely through a channel partner. Instead of explaining the value of the direct platform, the agent accepted the statement, agreed to check internally, and ended the call without any discovery or setting a follow-up.\"}", "error": null, "latency_ms": 38996, "input_tokens": 2987, "output_tokens": 766, "created_at": "2026-09-25 11:26:08", "sentiment": "negative", "sentiment_score": -0.2, "sentiment_confidence": "high", "pos": 2, "neg": 2, "lex_hits": 14, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.589, "agent_talk_sec": 25.2, "customer_talk_sec": 17.6, "dead_air_sec": 68.2, "longest_monologue_sec": 5.7, "agent_wpm": 307.1, "interruptions": 0, "agent_turns": 9, "customer_turns": 9, "discovery_qs": 2, "words_agent": 129, "words_customer": 92, "monologue_heavy": 0, "turns": [ { "ucid": "21112178876466451", "idx": 0, "speaker": "agent", "start_s": 1.38, "end_s": 5.1, "text_en": "Uh hello, good morning. Am I talking to Balaraji from Modern Infra Corporation?", "text_native": "Uh hello, good morning. Am I talking to Balaraji from Modern Infra Corporation?" }, { "ucid": "21112178876466451", "idx": 1, "speaker": "customer", "start_s": 5.43, "end_s": 7.98, "text_en": "No no, tell me sir. No no, not Balaraj, Manjunath here, tell me.", "text_native": "No no, tell me sir. No no, not Balaraj, Manjunath here, tell me." }, { "ucid": "21112178876466451", "idx": 2, "speaker": "agent", "start_s": 8.1, "end_s": 13.6, "text_en": "Alright sir, this is Jeevan calling from JSW One platform. Just wanted to check if you have any, you know, HR CR sheet or coil requirement.", "text_native": "Alright sir, this is Jeevan calling from JSW One platform. Just wanted to check if you have any, you know, HR CR sheet or coil requirement." }, { "ucid": "21112178876466451", "idx": 3, "speaker": "customer", "start_s": 14.0, "end_s": 15.28, "text_en": "You are from JSW One, na?", "text_native": "You are from JSW One, na?" }, { "ucid": "21112178876466451", "idx": 4, "speaker": "agent", "start_s": 15.48, "end_s": 17.28, "text_en": "JSW One platform from Mumbai headquarters.", "text_native": "JSW One platform from Mumbai headquarters." }, { "ucid": "21112178876466451", "idx": 5, "speaker": "customer", "start_s": 17.68, "end_s": 21.4, "text_en": "Actually we are buying, na? Actually we are buying from Pune locations and we are buying from Chennai also, then we are buying", "text_native": "Actually we are buying, na? Actually we are buying from Pune locations and we are buying from Chennai also, then we are buying" }, { "ucid": "21112178876466451", "idx": 6, "speaker": "agent", "start_s": 21.4, "end_s": 27.1, "text_en": "Yeah, so the only thing that I'm calling you is to, you know, onboard you to our platform as in, you know, do the transaction directly from JSW One platform so that you will get other benefits.", "text_native": "Yeah, so the only thing that I'm calling you is to, you know, onboard you to our platform as in, you know, do the transaction directly from JSW One platform so that you will get other benefits." }, { "ucid": "21112178876466451", "idx": 7, "speaker": "customer", "start_s": 27.6, "end_s": 30.0, "text_en": "Actually we are we are presently we are dealing with JSW One only.", "text_native": "Actually we are we are presently we are dealing with JSW One only." }, { "ucid": "21112178876466451", "idx": 8, "speaker": "agent", "start_s": 30.4, "end_s": 34.5, "text_en": "Is it so? But I think you have, you might have never made a transaction through our portal, like our JSW One portal.", "text_native": "Is it so? But I think you have, you might have never made a transaction through our portal, like our JSW One portal." }, { "ucid": "21112178876466451", "idx": 9, "speaker": "customer", "start_s": 35.0, "end_s": 36.0, "text_en": "That's the reason.", "text_native": "That's the reason." }, { "ucid": "21112178876466451", "idx": 10, "speaker": "agent", "start_s": 36.2, "end_s": 36.5, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178876466451", "idx": 11, "speaker": "customer", "start_s": 37.5, "end_s": 41.8, "text_en": "Okay. We are, you have to check with your, we are buying material from for Pune along with the JSW One only.", "text_native": "Okay. We are, you have to check with your, we are buying material from for Pune along with the JSW One only." }, { "ucid": "21112178876466451", "idx": 12, "speaker": "customer", "start_s": 42.2, "end_s": 43.5, "text_en": "Chennai also same JSW One only.", "text_native": "Chennai also same JSW One only." }, { "ucid": "21112178876466451", "idx": 13, "speaker": "agent", "start_s": 43.8, "end_s": 45.3, "text_en": "Okay, okay, alright then. In that case then", "text_native": "Okay, okay, alright then. In that case then" }, { "ucid": "21112178876466451", "idx": 14, "speaker": "customer", "start_s": 45.3, "end_s": 46.0, "text_en": "You can check with your", "text_native": "You can check with your" }, { "ucid": "21112178876466451", "idx": 15, "speaker": "agent", "start_s": 46.0, "end_s": 48.3, "text_en": "Yeah, I'll confirm it then sir. Yeah, perfect. Thank you so much sir then.", "text_native": "Yeah, I'll confirm it then sir. Yeah, perfect. Thank you so much sir then." }, { "ucid": "21112178876466451", "idx": 16, "speaker": "customer", "start_s": 48.3, "end_s": 48.7, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178876466451", "idx": 17, "speaker": "agent", "start_s": 49.2, "end_s": 49.5, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178876466451", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted and identified but did not ask for permission to speak." }, { "ucid": "21112178876466451", "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 specific hook, instead mentioning vague \"other benefits\"." }, { "ucid": "21112178876466451", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked after the customer stated they were an existing JSW One customer." }, { "ucid": "21112178876466451", "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": "21112178876466451", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Just wanted to check if you have any, you know, HR CR sheet or coil requirement.", "comment": "Agent successfully asked if a current requirement exists, though the conversation was diverted before an answer was given." }, { "ucid": "21112178876466451", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent agreed to an internal check but did not establish a committed next step with the customer." } ], "objections": [ { "ucid": "21112178876466451", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "Actually we are we are presently we are dealing with JSW One only.", "response": "Yeah, I'll confirm it then sir. Yeah, perfect. Thank you so much sir then." } ], "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": [] }