{ "ucid": "21112178878055711", "call_date": "2026-09-07", "start_time": "2026-09-07 16:59:17", "end_time": "2026-09-07 17:00:56", "duration_sec": 99, "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/DIA9d2d0ff3c88c3274f2c026efcce55b9f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 689, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178878055711__DIA9d2d0ff3c88c3274f2c026efcce55b9f.mp3", "audio_bytes": 239328, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 79.776, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (हॅलो.)\n[3s] AGENT: Hello. (हॅलो.)\n[3s] AGENT: Am I speaking with Hariram Service? (हरिराम सर्विस से बात हो रही है मेरी?)\n[5s] CUSTOMER: Who are you? (आप कौन है?)\n[5s] AGENT: Yes, good evening sir, Raunak Mehta speaking from JSW One. (जी गुड इवनिंग सर, रौनक मेहता बात कर रहा हूँ JSW One से।)\n[8s] AGENT: Sir, some HR... I'm speaking from JSW, sir. Is there any requirement for HR sheets this month for procurement? (सर कुछ HR... JSW से बात कर रहा हूँ सर। HR sheets पे कुछ रिक्वायरमेंट आ रही है ये month में प्रोक्योरमेंट का?)\n[13s] CUSTOMER: It is coming, but it's very difficult to contact you people. (अरे आ तो रही है लेकिन आप लोगों से कांटेक्ट करना बड़ा मुश्किल है।)\n[16s] CUSTOMER: Sir, your people keep changing. (सर आपके आदमी बदलते रहते हैं।)\n[18s] AGENT: Sir, what can I do, now I have got your account, I am... I am your account manager. (सर, मैं भी क्या करता हूँ, अब मुझे आपका अकाउंट मिला है, I am... मैं आपका अकाउंट मैनेजर हूँ।)\n[22s] CUSTOMER: No, I have received calls many times, but when I need to contact, no one entertains it. (नहीं, कई बार मेरे को फ़ोन आ चुका है, लेकिन जब मेरे को कांटेक्ट करना रहता है तो वो कोई एंटरटेन ही नहीं करता।)\n[26s] CUSTOMER: That's why I left it, I order from other people. (इसलिए मैंने छोड़ दिया, मैं दूसरे लोगों से मंगाता।)\n[28s] AGENT: What you can do is, I will ping you on WhatsApp, you can save the number, on that you can put a message and also talk. (आप क्या कर सकते हो, मैं आपको WhatsApp पे पिंग करता हूँ, आप नंबर सेव करके रख लीजिए, उस पे आप डाल सकते हो मैसेज और बात भी कर सकते हो।)\n[33s] AGENT: You can also do a WhatsApp call if you want on that. (WhatsApp call भी कर सकते हो आप चाहिए तो उसमे।)\n[35s] CUSTOMER: Okay, give it. (ठीक है, दे दीजिए।)\n[36s] AGENT: Normal call... is there any requirement right now, sir, for you now in HR, in this? (नॉर्मल कॉल... अभी अभी कुछ रिक्वायरमेंट आ रही है सर आपको अभी HR में, इसमें?)\n[38s] CUSTOMER: It is about to come, I will tell you, it will come. But that will be direct now, for now there isn't, but it is about to come. (आने वाली है, मैं आपको बताऊंगा, आएगी। पर वो तो अभी डायरेक्ट करेगी, अभी फिलहाल तो नहीं है, पर आने वाली है।)\n[42s] AGENT: Okay.\n[43s] AGENT: Okay, so by when... I mean, by when can I call you back? I will also arrange and keep it. (अच्छा, तो मैं आपको कब तक... मतलब ये कब तक आपको मैं कॉल बैक कर सकता हूँ? मैं भी अरेंज करके रखता हूँ।)\n[46s] CUSTOMER: No, don't call now, just give the number now, I will call you myself. (नहीं, आप अभी कॉल मत करिए, अभी नंबर दे दीजिए, मैं खुद ही कॉल कर लूँगा आपको।)\n[48s] AGENT: I have done it on your WhatsApp, you can save it. My name is Raunak Mehta, okay? (कर दिया है मैंने आपको WhatsApp पे, आप सेव कर लीजिए। रौनक मेहता नाम है मेरा, okay?)\n[50s] CUSTOMER: Okay. (ठीक।)\n[51s] AGENT: Okay. (ठीक।)\n[51s] CUSTOMER: Okay. (ठीक।)\n[52s] AGENT: Yes yes, okay, thank you. (जी जी, okay, thank you.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side but does not significantly hinder 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": 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 skipped the opening permission and hook, which led to a defensive customer. Always warm up the call before asking for a requirement.", "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 customer expressed frustration with past service, stating that JSW representatives change too often and are unresponsive. The agent addressed this by providing his direct contact details on WhatsApp and positioning himself as the new, stable account manager. The customer has no immediate requirement but mentioned one is coming soon and agreed to call the agent back when needed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, some HR... I'm speaking from JSW, sir. Is there any requirement for HR sheets this month for procurement?\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak before jumping into the purpose of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook or value proposition; he went directly to asking about a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions about the customer's business, volume, or current procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched, as no discovery was done to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"is there any requirement right now, sir, for you now in HR, in this?\", \"comment\": \"The agent successfully asked if there was a current requirement, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"don't call now, just give the number now, I will call you myself.\", \"comment\": \"The agent attempted to set a callback but the customer declined, and no specific, committed next step was agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening permission and hook, which led to a defensive customer. Always warm up the call before asking for a requirement.\", \"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\": \"handled\", \"evidence\": \"your people keep changing... when I need to contact, no one entertains it. That's why I left it, I order from other people.\", \"response\": \"I will ping you on WhatsApp, you can save the number... I am your account manager.\"}], \"call_summary\": \"The customer expressed frustration with past service, stating that JSW representatives change too often and are unresponsive. The agent addressed this by providing his direct contact details on WhatsApp and positioning himself as the new, stable account manager. The customer has no immediate requirement but mentioned one is coming soon and agreed to call the agent back when needed.\"}", "error": null, "latency_ms": 32248, "input_tokens": 3466, "output_tokens": 842, "created_at": "2026-09-25 11:23:32", "sentiment": "neutral", "sentiment_score": -0.054, "sentiment_confidence": "high", "pos": 2, "neg": 7, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.595, "agent_talk_sec": 28.7, "customer_talk_sec": 19.5, "dead_air_sec": 50.8, "longest_monologue_sec": 7.4, "agent_wpm": 317.8, "interruptions": 0, "agent_turns": 13, "customer_turns": 11, "discovery_qs": 5, "words_agent": 152, "words_customer": 94, "monologue_heavy": 0, "turns": [ { "ucid": "21112178878055711", "idx": 0, "speaker": "customer", "start_s": 2.07, "end_s": 2.7, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178878055711", "idx": 1, "speaker": "agent", "start_s": 2.81, "end_s": 3.14, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178878055711", "idx": 2, "speaker": "agent", "start_s": 3.24, "end_s": 4.8, "text_en": "Am I speaking with Hariram Service?", "text_native": "हरिराम सर्विस से बात हो रही है मेरी?" }, { "ucid": "21112178878055711", "idx": 3, "speaker": "customer", "start_s": 4.9, "end_s": 5.33, "text_en": "Who are you?", "text_native": "आप कौन है?" }, { "ucid": "21112178878055711", "idx": 4, "speaker": "agent", "start_s": 5.43, "end_s": 7.8, "text_en": "Yes, good evening sir, Raunak Mehta speaking from JSW One.", "text_native": "जी गुड इवनिंग सर, रौनक मेहता बात कर रहा हूँ JSW One से।" }, { "ucid": "21112178878055711", "idx": 5, "speaker": "agent", "start_s": 7.9, "end_s": 12.9, "text_en": "Sir, some HR... I'm speaking from JSW, sir. Is there any requirement for HR sheets this month for procurement?", "text_native": "सर कुछ HR... JSW से बात कर रहा हूँ सर। HR sheets पे कुछ रिक्वायरमेंट आ रही है ये month में प्रोक्योरमेंट का?" }, { "ucid": "21112178878055711", "idx": 6, "speaker": "customer", "start_s": 13.0, "end_s": 16.4, "text_en": "It is coming, but it's very difficult to contact you people.", "text_native": "अरे आ तो रही है लेकिन आप लोगों से कांटेक्ट करना बड़ा मुश्किल है।" }, { "ucid": "21112178878055711", "idx": 7, "speaker": "customer", "start_s": 16.5, "end_s": 18.2, "text_en": "Sir, your people keep changing.", "text_native": "सर आपके आदमी बदलते रहते हैं।" }, { "ucid": "21112178878055711", "idx": 8, "speaker": "agent", "start_s": 18.3, "end_s": 21.4, "text_en": "Sir, what can I do, now I have got your account, I am... I am your account manager.", "text_native": "सर, मैं भी क्या करता हूँ, अब मुझे आपका अकाउंट मिला है, I am... मैं आपका अकाउंट मैनेजर हूँ।" }, { "ucid": "21112178878055711", "idx": 9, "speaker": "customer", "start_s": 21.5, "end_s": 25.9, "text_en": "No, I have received calls many times, but when I need to contact, no one entertains it.", "text_native": "नहीं, कई बार मेरे को फ़ोन आ चुका है, लेकिन जब मेरे को कांटेक्ट करना रहता है तो वो कोई एंटरटेन ही नहीं करता।" }, { "ucid": "21112178878055711", "idx": 10, "speaker": "customer", "start_s": 26.0, "end_s": 27.7, "text_en": "That's why I left it, I order from other people.", "text_native": "इसलिए मैंने छोड़ दिया, मैं दूसरे लोगों से मंगाता।" }, { "ucid": "21112178878055711", "idx": 11, "speaker": "agent", "start_s": 27.8, "end_s": 32.7, "text_en": "What you can do is, I will ping you on WhatsApp, you can save the number, on that you can put a message and also talk.", "text_native": "आप क्या कर सकते हो, मैं आपको WhatsApp पे पिंग करता हूँ, आप नंबर सेव करके रख लीजिए, उस पे आप डाल सकते हो मैसेज और बात भी कर सकते हो।" }, { "ucid": "21112178878055711", "idx": 12, "speaker": "agent", "start_s": 32.8, "end_s": 34.7, "text_en": "You can also do a WhatsApp call if you want on that.", "text_native": "WhatsApp call भी कर सकते हो आप चाहिए तो उसमे।" }, { "ucid": "21112178878055711", "idx": 13, "speaker": "customer", "start_s": 34.8, "end_s": 35.4, "text_en": "Okay, give it.", "text_native": "ठीक है, दे दीजिए।" }, { "ucid": "21112178878055711", "idx": 14, "speaker": "agent", "start_s": 35.5, "end_s": 38.4, "text_en": "Normal call... is there any requirement right now, sir, for you now in HR, in this?", "text_native": "नॉर्मल कॉल... अभी अभी कुछ रिक्वायरमेंट आ रही है सर आपको अभी HR में, इसमें?" }, { "ucid": "21112178878055711", "idx": 15, "speaker": "customer", "start_s": 38.5, "end_s": 42.3, "text_en": "It is about to come, I will tell you, it will come. But that will be direct now, for now there isn't, but it is about to come.", "text_native": "आने वाली है, मैं आपको बताऊंगा, आएगी। पर वो तो अभी डायरेक्ट करेगी, अभी फिलहाल तो नहीं है, पर आने वाली है।" }, { "ucid": "21112178878055711", "idx": 16, "speaker": "agent", "start_s": 42.4, "end_s": 42.7, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178878055711", "idx": 17, "speaker": "agent", "start_s": 42.8, "end_s": 45.4, "text_en": "Okay, so by when... I mean, by when can I call you back? I will also arrange and keep it.", "text_native": "अच्छा, तो मैं आपको कब तक... मतलब ये कब तक आपको मैं कॉल बैक कर सकता हूँ? मैं भी अरेंज करके रखता हूँ।" }, { "ucid": "21112178878055711", "idx": 18, "speaker": "customer", "start_s": 45.5, "end_s": 47.9, "text_en": "No, don't call now, just give the number now, I will call you myself.", "text_native": "नहीं, आप अभी कॉल मत करिए, अभी नंबर दे दीजिए, मैं खुद ही कॉल कर लूँगा आपको।" }, { "ucid": "21112178878055711", "idx": 19, "speaker": "agent", "start_s": 48.0, "end_s": 50.4, "text_en": "I have done it on your WhatsApp, you can save it. My name is Raunak Mehta, okay?", "text_native": "कर दिया है मैंने आपको WhatsApp पे, आप सेव कर लीजिए। रौनक मेहता नाम है मेरा, okay?" }, { "ucid": "21112178878055711", "idx": 20, "speaker": "customer", "start_s": 50.5, "end_s": 50.7, "text_en": "Okay.", "text_native": "ठीक।" }, { "ucid": "21112178878055711", "idx": 21, "speaker": "agent", "start_s": 50.8, "end_s": 51.1, "text_en": "Okay.", "text_native": "ठीक।" }, { "ucid": "21112178878055711", "idx": 22, "speaker": "customer", "start_s": 51.2, "end_s": 51.4, "text_en": "Okay.", "text_native": "ठीक।" }, { "ucid": "21112178878055711", "idx": 23, "speaker": "agent", "start_s": 51.5, "end_s": 52.5, "text_en": "Yes yes, okay, thank you.", "text_native": "जी जी, okay, thank you." } ], "steps": [ { "ucid": "21112178878055711", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, some HR... I'm speaking from JSW, sir. Is there any requirement for HR sheets this month for procurement?", "comment": "The agent identified himself and the company but failed to ask for permission to speak before jumping into the purpose of the call." }, { "ucid": "21112178878055711", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a hook or value proposition; he went directly to asking about a requirement." }, { "ucid": "21112178878055711", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any discovery questions about the customer's business, volume, or current procurement." }, { "ucid": "21112178878055711", "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, as no discovery was done to identify customer needs." }, { "ucid": "21112178878055711", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "is there any requirement right now, sir, for you now in HR, in this?", "comment": "The agent successfully asked if there was a current requirement, which is the core intent of this step." }, { "ucid": "21112178878055711", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "don't call now, just give the number now, I will call you myself.", "comment": "The agent attempted to set a callback but the customer declined, and no specific, committed next step was agreed upon." } ], "objections": [ { "ucid": "21112178878055711", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "your people keep changing... when I need to contact, no one entertains it. That's why I left it, I order from other people.", "response": "I will ping you on WhatsApp, you can save the number... I am your account manager." } ], "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": [] }