{ "ucid": "21112178877427371", "call_date": "2026-09-07", "start_time": "2026-09-07 15:14:33", "end_time": "2026-09-07 15:15:52", "duration_sec": 79, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Onboarded", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAdaa21a04ef09540c8ba9f2ac71b3fa59.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 720, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178877427371__DIAdaa21a04ef09540c8ba9f2ac71b3fa59.mp3", "audio_bytes": 195912, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 65.304, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello (हॅलो)\n[3s] AGENT: Hello (हॅलो)\n[4s] CUSTOMER: Yes (हांजी)\n[4s] AGENT: Uh yes sir, good evening. This is Kartik speaking from JSW One. (अह हांजी सर गुड इवनिंग कार्तिक ये बात कर रहा था JSW One से)\n[8s] CUSTOMER: Speak. (बोलिए)\n[8s] AGENT: Uh sir, do you have any requirement for steel in your High Tech Organization right now? (अह सर अभी आपका High Tech Organization में कुछ रिक्वायरमेंट रहेगा स्टील का?)\n[12s] CUSTOMER: Do you have 6 mm chequered plate? (6 mm chequered plate है क्या आपके पास?)\n[14s] AGENT: Chequered plate.\n[15s] AGENT: Uh, chequered plate of what mm? (अह chequered plate कितने mm की?)\n[17s] CUSTOMER: 6 mm.\n[18s] AGENT: 6 mm, right? (6 mm ना?)\n[19s] AGENT: Six twelve fifty three thousand? (छह बारह पचास तीन हज़ार की?)\n[21s] CUSTOMER: Yes, that will work. (हां चलेगा)\n[22s] AGENT: Okay, how many tons do you need? (अच्छा कितना टन चाहिए?)\n[23s] CUSTOMER: Twenty-five tons. (पच्चीस टन)\n[24s] AGENT: Twenty-five tons, right? (पच्चीस टन ना?)\n[25s] CUSTOMER: Even if it's 6 meters, it will work. (छह मीटर भी होगा तो भी चलेगा)\n[27s] AGENT: Okay, but it should be twelve fifty. Will fifteen hundred also work? (अच्छा पर बारह पचास होना चाहिए पंद्रह सौ भी चलेगा?)\n[29s] CUSTOMER: No, not fifteen hundred. (नहीं पंद्रह सौ नहीं)\n[30s] AGENT: Okay, you need twelve fifty only. Six meters or three meters. (अच्छा बारह पचास ही चाहिए छह मीटर या तीन मीटर)\n[32s] CUSTOMER: Yes. (हां)\n[33s] AGENT: Chequered plate. Okay. (Chequered plate. ठीक है)\n[35s] AGENT: Okay sir, let me check and tell you, sir. (ओके सर चलो मैं देख के बताता हूं आपको सर)\n[38s] AGENT: Okay? Our SAIL, JRW, any will work, right? Nothing like that? (ठीक है? अपना SAIL, JRW कोई भी चलेगा ना? ऐसा कुछ नहीं है?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: Some minor background noise is present on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 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": 0.0, "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\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer immediately states a requirement, acknowledge it, but then pivot back to discovery to understand their business before you qualify the specific need.", "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": "not_in_stockyard", "supply_details": "Customer requires 6mm chequered plate with a specific 1250mm width, which the agent had to check for availability, implying it is not a standard running item in the stockyard.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer opened the call by immediately asking for 25 tons of 6mm chequered plate with a 1250mm width. The agent captured these basic specs but did not follow the sales process for discovery or pitching. The call ended with the agent promising to check for stock availability and get back to the customer, without a firm commitment.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yes sir, good evening. This is Kartik speaking from JSW One.\", \"comment\": \"Agent identified self and company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer pre-empted the hook by immediately asking for a product, and the agent did not attempt to deliver one.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, focusing only on the immediate requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation remained entirely transactional.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, how many tons do you need?\", \"comment\": \"Agent captured thickness, width, and quantity but failed to ask for grade, delivery location, or required date.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, let me check and tell you, sir.\", \"comment\": \"The call ended with a vague promise to check stock, not a committed next step with a specific time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately states a requirement, acknowledge it, but then pivot back to discovery to understand their business before you qualify the specific need.\", \"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\": \"not_in_stockyard\", \"supply_details\": \"Customer requires 6mm chequered plate with a specific 1250mm width, which the agent had to check for availability, implying it is not a standard running item in the stockyard.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer opened the call by immediately asking for 25 tons of 6mm chequered plate with a 1250mm width. The agent captured these basic specs but did not follow the sales process for discovery or pitching. The call ended with the agent promising to check for stock availability and get back to the customer, without a firm commitment.\"}", "error": null, "latency_ms": 32786, "input_tokens": 3160, "output_tokens": 775, "created_at": "2026-09-25 11:24:53", "sentiment": "neutral", "sentiment_score": 0.1, "sentiment_confidence": "high", "pos": 0, "neg": 1, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.738, "agent_talk_sec": 21.1, "customer_talk_sec": 7.5, "dead_air_sec": 50.4, "longest_monologue_sec": 5.2, "agent_wpm": 290.0, "interruptions": 0, "agent_turns": 14, "customer_turns": 10, "discovery_qs": 10, "words_agent": 102, "words_customer": 32, "monologue_heavy": 1, "turns": [ { "ucid": "21112178877427371", "idx": 0, "speaker": "customer", "start_s": 1.58, "end_s": 2.13, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178877427371", "idx": 1, "speaker": "agent", "start_s": 2.8, "end_s": 3.2, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178877427371", "idx": 2, "speaker": "customer", "start_s": 3.58, "end_s": 3.96, "text_en": "Yes", "text_native": "हांजी" }, { "ucid": "21112178877427371", "idx": 3, "speaker": "agent", "start_s": 4.3, "end_s": 7.2, "text_en": "Uh yes sir, good evening. This is Kartik speaking from JSW One.", "text_native": "अह हांजी सर गुड इवनिंग कार्तिक ये बात कर रहा था JSW One से" }, { "ucid": "21112178877427371", "idx": 4, "speaker": "customer", "start_s": 7.58, "end_s": 8.0, "text_en": "Speak.", "text_native": "बोलिए" }, { "ucid": "21112178877427371", "idx": 5, "speaker": "agent", "start_s": 8.3, "end_s": 11.4, "text_en": "Uh sir, do you have any requirement for steel in your High Tech Organization right now?", "text_native": "अह सर अभी आपका High Tech Organization में कुछ रिक्वायरमेंट रहेगा स्टील का?" }, { "ucid": "21112178877427371", "idx": 6, "speaker": "customer", "start_s": 11.88, "end_s": 13.5, "text_en": "Do you have 6 mm chequered plate?", "text_native": "6 mm chequered plate है क्या आपके पास?" }, { "ucid": "21112178877427371", "idx": 7, "speaker": "agent", "start_s": 13.8, "end_s": 14.5, "text_en": "Chequered plate.", "text_native": "Chequered plate." }, { "ucid": "21112178877427371", "idx": 8, "speaker": "agent", "start_s": 15.4, "end_s": 16.7, "text_en": "Uh, chequered plate of what mm?", "text_native": "अह chequered plate कितने mm की?" }, { "ucid": "21112178877427371", "idx": 9, "speaker": "customer", "start_s": 16.9, "end_s": 17.4, "text_en": "6 mm.", "text_native": "6 mm." }, { "ucid": "21112178877427371", "idx": 10, "speaker": "agent", "start_s": 17.8, "end_s": 18.3, "text_en": "6 mm, right?", "text_native": "6 mm ना?" }, { "ucid": "21112178877427371", "idx": 11, "speaker": "agent", "start_s": 18.9, "end_s": 20.3, "text_en": "Six twelve fifty three thousand?", "text_native": "छह बारह पचास तीन हज़ार की?" }, { "ucid": "21112178877427371", "idx": 12, "speaker": "customer", "start_s": 20.6, "end_s": 21.2, "text_en": "Yes, that will work.", "text_native": "हां चलेगा" }, { "ucid": "21112178877427371", "idx": 13, "speaker": "agent", "start_s": 21.6, "end_s": 22.6, "text_en": "Okay, how many tons do you need?", "text_native": "अच्छा कितना टन चाहिए?" }, { "ucid": "21112178877427371", "idx": 14, "speaker": "customer", "start_s": 22.9, "end_s": 23.6, "text_en": "Twenty-five tons.", "text_native": "पच्चीस टन" }, { "ucid": "21112178877427371", "idx": 15, "speaker": "agent", "start_s": 23.8, "end_s": 24.4, "text_en": "Twenty-five tons, right?", "text_native": "पच्चीस टन ना?" }, { "ucid": "21112178877427371", "idx": 16, "speaker": "customer", "start_s": 24.7, "end_s": 26.2, "text_en": "Even if it's 6 meters, it will work.", "text_native": "छह मीटर भी होगा तो भी चलेगा" }, { "ucid": "21112178877427371", "idx": 17, "speaker": "agent", "start_s": 26.6, "end_s": 28.6, "text_en": "Okay, but it should be twelve fifty. Will fifteen hundred also work?", "text_native": "अच्छा पर बारह पचास होना चाहिए पंद्रह सौ भी चलेगा?" }, { "ucid": "21112178877427371", "idx": 18, "speaker": "customer", "start_s": 28.8, "end_s": 29.7, "text_en": "No, not fifteen hundred.", "text_native": "नहीं पंद्रह सौ नहीं" }, { "ucid": "21112178877427371", "idx": 19, "speaker": "agent", "start_s": 30.0, "end_s": 32.0, "text_en": "Okay, you need twelve fifty only. Six meters or three meters.", "text_native": "अच्छा बारह पचास ही चाहिए छह मीटर या तीन मीटर" }, { "ucid": "21112178877427371", "idx": 20, "speaker": "customer", "start_s": 32.3, "end_s": 32.6, "text_en": "Yes.", "text_native": "हां" }, { "ucid": "21112178877427371", "idx": 21, "speaker": "agent", "start_s": 33.3, "end_s": 34.6, "text_en": "Chequered plate. Okay.", "text_native": "Chequered plate. ठीक है" }, { "ucid": "21112178877427371", "idx": 22, "speaker": "agent", "start_s": 35.4, "end_s": 37.4, "text_en": "Okay sir, let me check and tell you, sir.", "text_native": "ओके सर चलो मैं देख के बताता हूं आपको सर" }, { "ucid": "21112178877427371", "idx": 23, "speaker": "agent", "start_s": 37.7, "end_s": 39.6, "text_en": "Okay? Our SAIL, JRW, any will work, right? Nothing like that?", "text_native": "ठीक है? अपना SAIL, JRW कोई भी चलेगा ना? ऐसा कुछ नहीं है?" } ], "steps": [ { "ucid": "21112178877427371", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh yes sir, good evening. This is Kartik speaking from JSW One.", "comment": "Agent identified self and company but did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178877427371", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer pre-empted the hook by immediately asking for a product, and the agent did not attempt to deliver one." }, { "ucid": "21112178877427371", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions about the customer's business, focusing only on the immediate requirement." }, { "ucid": "21112178877427371", "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; the conversation remained entirely transactional." }, { "ucid": "21112178877427371", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, how many tons do you need?", "comment": "Agent captured thickness, width, and quantity but failed to ask for grade, delivery location, or required date." }, { "ucid": "21112178877427371", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, let me check and tell you, sir.", "comment": "The call ended with a vague promise to check stock, not a committed next step with a specific time." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }