{ "ucid": "21112178877607721", "call_date": "2026-09-07", "start_time": "2026-09-07 15:44:37", "end_time": "2026-09-07 15:46:34", "duration_sec": 117, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA46636d34ddedb91a482ba1f5976829bb.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 709, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178877607721__DIA46636d34ddedb91a482ba1f5976829bb.mp3", "audio_bytes": 314064, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 104.688, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] AGENT: Hello, Mr. Roy from Gupta Engineering?\n[6s] CUSTOMER: Yes, tell me. (हाँ बोलिए।)\n[7s] AGENT: Sir, this is Sudhir speaking, from JSW One MSME. (सर, मैं सुधीर बोल रहा हूं, JSW One MSME से।)\n[10s] CUSTOMER: Yes, yes, tell me. (हाँ जी हाँ जी बोलिए।)\n[11s] AGENT: Yes, your company was registered on our portal. This was a follow-up call regarding your steel procurement, sir. Just wanted to understand is there any live requirement now? (हाँ, यह आपका कंपनी registered हुआ था था portal पर हमारे। आपके steel procurement को लेके follow-up call था सर। Just wanted to understand is there any live requirement now?)\n[18s] CUSTOMER: No, no, right now there is not any live requirement. But uh whenever I get any inquiry, I have just quoted the inquiry to to your programming person but I have never got the replied like they were not interested only in replying or anything like that.\n[29s] AGENT: The thing is, sir, from now on I am your account manager. Okay? So moving forward, if there is any live requirement or if there is any support you required from our end, you can connect with me anytime, any like you can simply call me or put a WhatsApp. I will immediately assist you. So after this call, I will share my details to you over WhatsApp. That will be my official number, okay? You can connect with me anytime whenever there is a live requirement. Okay, sir? (The thing is ना सर, अभी से आपका account manager मैं हूं। Okay? तो moving forward, if there is any live requirement or if there is any support you required from our end, you can connect with me anytime, any like you can simply call me or put a WhatsApp. I will immediately assist you. So after this call, I will share my details to you over WhatsApp. That will be my official number, okay? You can connect with me anytime whenever there is a live requirement. Okay, sir?)\n[47s] CUSTOMER: Okay, fine. So in what products you deal in?\n[49s] AGENT: Sir, we are dealing in MS grade, like HR, CR, coated, color coated. Then we have structural steel, angle channel beam. We have wire rod. Then we have TMT rods.\n[56s] CUSTOMER: And you deal in plate also? Like uh 28 mm, 40 mm plates?\n[60s] AGENT: Yes, yes, yes, we do deal in higher thickness uh plates also. Any 250, 350 grade.\n[104s] CUSTOMER: Okay, fine.\n[104s] AGENT: Okay, sir?\n[106s] AGENT: Yeah. Thank you so much, sir.\n[107s] CUSTOMER: Okay.\n[107s] AGENT: Yeah, bye.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "clear: There is some minor background noise on the agent's side, but it does not affect transcription.", "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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "After handling the service complaint, you must pivot back to the pitch structure by asking discovery questions instead of just listing products.", "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 called a lead from Gupta Engineering. The customer immediately raised a past service issue about unanswered inquiries. The agent handled this by positioning himself as the new, dedicated account manager. However, the agent then failed to execute the sales pitch, skipping discovery and instead just listing product categories when asked. The call ended without a firm next step, with the agent asking the customer to call back when a requirement arises.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, Mr. Roy from Gupta Engineering? ... Sir, this is Sudhir speaking, from JSW One MSME.\", \"comment\": \"Agent greeted, used the customer's name, and identified himself and JSW, and the customer's immediate engagement served as implicit permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Just wanted to understand is there any live requirement now?\", \"comment\": \"Agent did not lead with a supply or price hook; instead, he went directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, application, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, we are dealing in MS grade, like HR, CR, coated, color coated. Then we have structural steel, angle channel beam. We have wire rod. Then we have TMT rods.\", \"comment\": \"Agent did not pitch any USPs; he only listed product categories when the customer asked what he deals in.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Just wanted to understand is there any live requirement now?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You can connect with me anytime whenever there is a live requirement.\", \"comment\": \"Agent did not establish a committed next step, instead placing the onus on the customer to call back in the future.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"After handling the service complaint, you must pivot back to the pitch structure by asking discovery questions instead of just listing products.\", \"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 called a lead from Gupta Engineering. The customer immediately raised a past service issue about unanswered inquiries. The agent handled this by positioning himself as the new, dedicated account manager. However, the agent then failed to execute the sales pitch, skipping discovery and instead just listing product categories when asked. The call ended without a firm next step, with the agent asking the customer to call back when a requirement arises.\"}", "error": null, "latency_ms": 35528, "input_tokens": 3234, "output_tokens": 812, "created_at": "2026-09-25 11:24:25", "sentiment": "negative", "sentiment_score": -0.256, "sentiment_confidence": "high", "pos": 4, "neg": 8, "lex_hits": 18, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.813, "agent_talk_sec": 82.6, "customer_talk_sec": 19.0, "dead_air_sec": 15.4, "longest_monologue_sec": 43.4, "agent_wpm": 138.0, "interruptions": 1, "agent_turns": 10, "customer_turns": 8, "discovery_qs": 6, "words_agent": 190, "words_customer": 80, "monologue_heavy": 1, "turns": [ { "ucid": "21112178877607721", "idx": 0, "speaker": "customer", "start_s": 0.89, "end_s": 1.51, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178877607721", "idx": 1, "speaker": "agent", "start_s": 2.04, "end_s": 2.48, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178877607721", "idx": 2, "speaker": "agent", "start_s": 2.88, "end_s": 4.98, "text_en": "Hello, Mr. Roy from Gupta Engineering?", "text_native": "Hello, Mr. Roy from Gupta Engineering?" }, { "ucid": "21112178877607721", "idx": 3, "speaker": "customer", "start_s": 5.61, "end_s": 6.08, "text_en": "Yes, tell me.", "text_native": "हाँ बोलिए।" }, { "ucid": "21112178877607721", "idx": 4, "speaker": "agent", "start_s": 6.56, "end_s": 9.38, "text_en": "Sir, this is Sudhir speaking, from JSW One MSME.", "text_native": "सर, मैं सुधीर बोल रहा हूं, JSW One MSME से।" }, { "ucid": "21112178877607721", "idx": 5, "speaker": "customer", "start_s": 10.0, "end_s": 10.78, "text_en": "Yes, yes, tell me.", "text_native": "हाँ जी हाँ जी बोलिए।" }, { "ucid": "21112178877607721", "idx": 6, "speaker": "agent", "start_s": 11.0, "end_s": 17.88, "text_en": "Yes, your company was registered on our portal. This was a follow-up call regarding your steel procurement, sir. Just wanted to understand is there any live requirement now?", "text_native": "हाँ, यह आपका कंपनी registered हुआ था था portal पर हमारे। आपके steel procurement को लेके follow-up call था सर। Just wanted to understand is there any live requirement now?" }, { "ucid": "21112178877607721", "idx": 7, "speaker": "customer", "start_s": 18.48, "end_s": 28.88, "text_en": "No, no, right now there is not any live requirement. But uh whenever I get any inquiry, I have just quoted the inquiry to to your programming person but I have never got the replied like they were not interested only in replying or anything like that.", "text_native": "No, no, right now there is not any live requirement. But uh whenever I get any inquiry, I have just quoted the inquiry to to your programming person but I have never got the replied like they were not interested only in replying or anything like that." }, { "ucid": "21112178877607721", "idx": 8, "speaker": "agent", "start_s": 29.0, "end_s": 46.5, "text_en": "The thing is, sir, from now on I am your account manager. Okay? So moving forward, if there is any live requirement or if there is any support you required from our end, you can connect with me anytime, any like you can simply call me or put a WhatsApp. I will immediately assist you. So after this call, I will share my details to you over WhatsApp. That will be my official number, okay? You can connect with me anytime whenever there is a live requirement. Okay, sir?", "text_native": "The thing is ना सर, अभी से आपका account manager मैं हूं। Okay? तो moving forward, if there is any live requirement or if there is any support you required from our end, you can connect with me anytime, any like you can simply call me or put a WhatsApp. I will immediately assist you. So after this call, I will share my details to you over WhatsApp. That will be my official number, okay? You can connect with me anytime whenever there is a live requirement. Okay, sir?" }, { "ucid": "21112178877607721", "idx": 9, "speaker": "customer", "start_s": 46.8, "end_s": 49.0, "text_en": "Okay, fine. So in what products you deal in?", "text_native": "Okay, fine. So in what products you deal in?" }, { "ucid": "21112178877607721", "idx": 10, "speaker": "agent", "start_s": 49.3, "end_s": 56.0, "text_en": "Sir, we are dealing in MS grade, like HR, CR, coated, color coated. Then we have structural steel, angle channel beam. We have wire rod. Then we have TMT rods.", "text_native": "Sir, we are dealing in MS grade, like HR, CR, coated, color coated. Then we have structural steel, angle channel beam. We have wire rod. Then we have TMT rods." }, { "ucid": "21112178877607721", "idx": 11, "speaker": "customer", "start_s": 56.2, "end_s": 59.5, "text_en": "And you deal in plate also? Like uh 28 mm, 40 mm plates?", "text_native": "And you deal in plate also? Like uh 28 mm, 40 mm plates?" }, { "ucid": "21112178877607721", "idx": 12, "speaker": "agent", "start_s": 59.6, "end_s": 103.0, "text_en": "Yes, yes, yes, we do deal in higher thickness uh plates also. Any 250, 350 grade.", "text_native": "Yes, yes, yes, we do deal in higher thickness uh plates also. Any 250, 350 grade." }, { "ucid": "21112178877607721", "idx": 13, "speaker": "customer", "start_s": 103.5, "end_s": 104.2, "text_en": "Okay, fine.", "text_native": "Okay, fine." }, { "ucid": "21112178877607721", "idx": 14, "speaker": "agent", "start_s": 104.5, "end_s": 105.0, "text_en": "Okay, sir?", "text_native": "Okay, sir?" }, { "ucid": "21112178877607721", "idx": 15, "speaker": "agent", "start_s": 105.5, "end_s": 107.0, "text_en": "Yeah. Thank you so much, sir.", "text_native": "Yeah. Thank you so much, sir." }, { "ucid": "21112178877607721", "idx": 16, "speaker": "customer", "start_s": 106.8, "end_s": 107.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178877607721", "idx": 17, "speaker": "agent", "start_s": 107.0, "end_s": 107.8, "text_en": "Yeah, bye.", "text_native": "Yeah, bye." } ], "steps": [ { "ucid": "21112178877607721", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello, Mr. Roy from Gupta Engineering? ... Sir, this is Sudhir speaking, from JSW One MSME.", "comment": "Agent greeted, used the customer's name, and identified himself and JSW, and the customer's immediate engagement served as implicit permission." }, { "ucid": "21112178877607721", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Just wanted to understand is there any live requirement now?", "comment": "Agent did not lead with a supply or price hook; instead, he went directly to asking for a requirement." }, { "ucid": "21112178877607721", "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, application, volume, or suppliers." }, { "ucid": "21112178877607721", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, we are dealing in MS grade, like HR, CR, coated, color coated. Then we have structural steel, angle channel beam. We have wire rod. Then we have TMT rods.", "comment": "Agent did not pitch any USPs; he only listed product categories when the customer asked what he deals in." }, { "ucid": "21112178877607721", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Just wanted to understand is there any live requirement now?", "comment": "Agent successfully asked if a current requirement exists, which is the primary goal of this step." }, { "ucid": "21112178877607721", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "You can connect with me anytime whenever there is a live requirement.", "comment": "Agent did not establish a committed next step, instead placing the onus on the customer to call back in the future." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [ "rejection" ] }