{ "ucid": "21112178878201041", "call_date": "2026-09-07", "start_time": "2026-09-07 17:23:30", "end_time": "2026-09-07 17:24:41", "duration_sec": 71, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8c416d91f182f59d8ccea4c3bbbe638b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 675, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178878201041__DIA8c416d91f182f59d8ccea4c3bbbe638b.mp3", "audio_bytes": 169128, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 56.376, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello. (हॅलो.)\n[6s] AGENT: Hello. (हॅलो.)\n[6s] AGENT: Hello sir, good evening. This is Karthik speaking from JSW One. (हॅलो सर, गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।)\n[9s] CUSTOMER: Speak. (बोलिए।)\n[9s] AGENT: Uh sir, in Petro Tech Vessels, do you have any requirement for steel right now? (अ सर ये Petro Tech Vessels में अभी steel का कुछ requirement होगा आपको?)\n[14s] CUSTOMER: No, that is not there. (नहीं, वो नहीं है।)\n[15s] AGENT: Oh, not in MS right now? (अच्छा MS में नहीं है अभी?)\n[17s] CUSTOMER: It is there in MS, but uh my customer wants only Tata. (MS में है लेकिन अ मेरे कस्टमर को Tata ही चाहिए।)\n[20s] AGENT: Oh, wants only Tata. (अच्छा Tata ही चाहिए।)\n[21s] AGENT: Hmm. (हम्म।)\n[22s] AGENT: JSW always works if Tata is allowed. (JSW तो always works अगर Tata allowed है तो।)\n[26s] CUSTOMER: No sir, for now there is no requirement at all. (नहीं सर, फिलहाल तो नहीं है कुछ भी requirement.)\n[28s] AGENT: Okay. Alright, alright, okay. If there's anything, let me know sir. (अच्छा। ठीक है, ठीक है, ओके। कुछ हो तो let me know सर।)\n[30s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: Some background chatter is audible on the agent's side, but it does not impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": "When a customer raises a brand-specific objection like 'only Tata', you must counter with a value proposition like a trial order or better landed cost, not just a generic statement.", "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 manufacturing customer who confirmed a requirement for MS steel. However, the customer stated their end-client specifies the Tata brand only. The agent made a weak attempt to counter this objection and then closed the call without establishing a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into the call's purpose.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead opening directly with a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the call was shut down after the initial requirement check.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched to the customer.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, in Petro Tech Vessels, do you have any requirement for steel right now?\", \"comment\": \"The agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent closed passively with 'If there's anything, let me know sir' instead of setting a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a brand-specific objection like 'only Tata', you must counter with a value proposition like a trial order or better landed cost, not just a generic statement.\", \"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\": \"It is there in MS, but uh my customer wants only Tata.\", \"response\": \"JSW always works if Tata is allowed.\"}], \"call_summary\": \"The agent contacted a manufacturing customer who confirmed a requirement for MS steel. However, the customer stated their end-client specifies the Tata brand only. The agent made a weak attempt to counter this objection and then closed the call without establishing a concrete next step.\"}", "error": null, "latency_ms": 30721, "input_tokens": 2918, "output_tokens": 743, "created_at": "2026-09-25 11:22:59", "sentiment": "negative", "sentiment_score": -0.5, "sentiment_confidence": "high", "pos": 1, "neg": 9, "lex_hits": 7, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.64, "agent_talk_sec": 13.0, "customer_talk_sec": 7.3, "dead_air_sec": 50.7, "longest_monologue_sec": 3.5, "agent_wpm": 258.5, "interruptions": 0, "agent_turns": 8, "customer_turns": 6, "discovery_qs": 2, "words_agent": 56, "words_customer": 30, "monologue_heavy": 0, "turns": [ { "ucid": "21112178878201041", "idx": 0, "speaker": "customer", "start_s": 4.59, "end_s": 5.11, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178878201041", "idx": 1, "speaker": "agent", "start_s": 5.5, "end_s": 5.89, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178878201041", "idx": 2, "speaker": "agent", "start_s": 6.0, "end_s": 8.49, "text_en": "Hello sir, good evening. This is Karthik speaking from JSW One.", "text_native": "हॅलो सर, गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।" }, { "ucid": "21112178878201041", "idx": 3, "speaker": "customer", "start_s": 8.7, "end_s": 9.18, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178878201041", "idx": 4, "speaker": "agent", "start_s": 9.4, "end_s": 12.78, "text_en": "Uh sir, in Petro Tech Vessels, do you have any requirement for steel right now?", "text_native": "अ सर ये Petro Tech Vessels में अभी steel का कुछ requirement होगा आपको?" }, { "ucid": "21112178878201041", "idx": 5, "speaker": "customer", "start_s": 13.55, "end_s": 14.79, "text_en": "No, that is not there.", "text_native": "नहीं, वो नहीं है।" }, { "ucid": "21112178878201041", "idx": 6, "speaker": "agent", "start_s": 15.0, "end_s": 16.0, "text_en": "Oh, not in MS right now?", "text_native": "अच्छा MS में नहीं है अभी?" }, { "ucid": "21112178878201041", "idx": 7, "speaker": "customer", "start_s": 16.6, "end_s": 19.5, "text_en": "It is there in MS, but uh my customer wants only Tata.", "text_native": "MS में है लेकिन अ मेरे कस्टमर को Tata ही चाहिए।" }, { "ucid": "21112178878201041", "idx": 8, "speaker": "agent", "start_s": 19.5, "end_s": 20.4, "text_en": "Oh, wants only Tata.", "text_native": "अच्छा Tata ही चाहिए।" }, { "ucid": "21112178878201041", "idx": 9, "speaker": "agent", "start_s": 20.8, "end_s": 21.0, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178878201041", "idx": 10, "speaker": "agent", "start_s": 22.0, "end_s": 24.4, "text_en": "JSW always works if Tata is allowed.", "text_native": "JSW तो always works अगर Tata allowed है तो।" }, { "ucid": "21112178878201041", "idx": 11, "speaker": "customer", "start_s": 25.8, "end_s": 27.5, "text_en": "No sir, for now there is no requirement at all.", "text_native": "नहीं सर, फिलहाल तो नहीं है कुछ भी requirement." }, { "ucid": "21112178878201041", "idx": 12, "speaker": "agent", "start_s": 27.5, "end_s": 29.7, "text_en": "Okay. Alright, alright, okay. If there's anything, let me know sir.", "text_native": "अच्छा। ठीक है, ठीक है, ओके। कुछ हो तो let me know सर।" }, { "ucid": "21112178878201041", "idx": 13, "speaker": "customer", "start_s": 30.0, "end_s": 30.5, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178878201041", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak, jumping directly into the call's purpose." }, { "ucid": "21112178878201041", "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 supply or price hook, instead opening directly with a qualification question." }, { "ucid": "21112178878201041", "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; the call was shut down after the initial requirement check." }, { "ucid": "21112178878201041", "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 to the customer." }, { "ucid": "21112178878201041", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, in Petro Tech Vessels, do you have any requirement for steel right now?", "comment": "The agent successfully asked if a current requirement exists." }, { "ucid": "21112178878201041", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent closed passively with 'If there's anything, let me know sir' instead of setting a specific next step." } ], "objections": [ { "ucid": "21112178878201041", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "It is there in MS, but uh my customer wants only Tata.", "response": "JSW always works if Tata is allowed." } ], "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" ] }