{ "ucid": "21112178886109641", "call_date": "2026-09-08", "start_time": "2026-09-08 15:21:36", "end_time": "2026-09-08 15:24:58", "duration_sec": 202, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3bcafa58c6ec7d44ef4194f3c55c3a0d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 604, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178886109641__DIA3bcafa58c6ec7d44ef4194f3c55c3a0d.mp3", "audio_bytes": 530928, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 176.976, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello?\n[2s] AGENT: Hello. Uh, good afternoon. Am I talking to Varun Steel Enterprises?\n[7s] CUSTOMER: Yeah, tell me.\n[8s] AGENT: Uh sir, this is Jeevan calling from JSW One MSME platform. Uh so I was just, you know, yeah, I was just curious to know if you have got any CR HR coil or sheet requirement.\n[15s] CUSTOMER: We have always have.\n[17s] AGENT: Sorry, sir?\n[18s] CUSTOMER: We always have some of the requirement.\n[20s] AGENT: Okay, great. So I was just, you know, thinking how about we just join hands and you know, uh make another deal directly from JSW One platforms.\n[27s] CUSTOMER: What are the prices of JSW One?\n[29s] AGENT: So basically our prices are like it's the exact same as per the market price. But I won't be able to give you an advanced pricing just like that because you know everything is system generated. So once when you share your exact requirement, I can fetch you the pricing.\n[38s] CUSTOMER: Okay.\n[38s] AGENT: Yeah, and the other a couple of things that you know that a buyer or a customer has to keep in his mind while you know working with us is that the one thing is we have a minimum order of quantity of five metric ton irrespective of the material but for single material it's five metric ton. And the second thing is you get eligibility for you know credit after your first transaction. Then after the first transaction you also get you know on-boarded to our platform so that you avail cashbacks and other discounts for your uh consecutive purchases or the second and third purchases.", "language": "English", "languages": "[\"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: The end of the recording cuts off mid-sentence.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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": 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": "Instead of listing our rules like MOQ and credit, you must ask discovery questions to understand the customer's business and current needs first.", "usp_relevance": "mismatched", "rubric_inferred": 0, "segment_detected": "unknown", "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 steel enterprise and confirmed they have a recurring requirement for HR/CR products. However, the agent failed to conduct any discovery, instead launching into a monologue about MOQ and credit policies. The customer did not share a specific requirement and the call ended without any next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, this is Jeevan calling from JSW One MSME platform. Uh so I was just, you know, yeah, I was just curious to know if you have got any CR HR coil or sheet requirement.\", \"comment\": \"The agent identified themself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I was just curious to know if you have got any CR HR coil or sheet requirement.\", \"comment\": \"The agent opened with a direct product inquiry instead of a benefit-led hook about price or availability.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"the one thing is we have a minimum order of quantity of five metric ton... And the second thing is you get eligibility for you know credit after your first transaction.\", \"comment\": \"The agent listed policies (MOQ, credit) instead of pitching USPs relevant to discovered needs, as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: We always have some of the requirement.\", \"comment\": \"Although the customer confirmed a recurring need, the agent did not ask for any specific details like grade, size, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Okay.\", \"comment\": \"The call ended after the agent's monologue with no explicit next step committed by either party.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"Instead of listing our rules like MOQ and credit, you must ask discovery questions to understand the customer's business and current needs first.\", \"segment_detected\": \"unknown\", \"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 contacted a steel enterprise and confirmed they have a recurring requirement for HR/CR products. However, the agent failed to conduct any discovery, instead launching into a monologue about MOQ and credit policies. The customer did not share a specific requirement and the call ended without any next step.\"}", "error": null, "latency_ms": 28736, "input_tokens": 2946, "output_tokens": 793, "created_at": "2026-09-25 11:19:46", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.876, "agent_talk_sec": 42.9, "customer_talk_sec": 6.1, "dead_air_sec": 153.0, "longest_monologue_sec": 16.8, "agent_wpm": 327.3, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 2, "words_agent": 234, "words_customer": 23, "monologue_heavy": 1, "turns": [ { "ucid": "21112178886109641", "idx": 0, "speaker": "customer", "start_s": 1.8, "end_s": 2.28, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178886109641", "idx": 1, "speaker": "agent", "start_s": 2.31, "end_s": 6.3, "text_en": "Hello. Uh, good afternoon. Am I talking to Varun Steel Enterprises?", "text_native": "Hello. Uh, good afternoon. Am I talking to Varun Steel Enterprises?" }, { "ucid": "21112178886109641", "idx": 2, "speaker": "customer", "start_s": 6.6, "end_s": 7.2, "text_en": "Yeah, tell me.", "text_native": "Yeah, tell me." }, { "ucid": "21112178886109641", "idx": 3, "speaker": "agent", "start_s": 7.5, "end_s": 14.8, "text_en": "Uh sir, this is Jeevan calling from JSW One MSME platform. Uh so I was just, you know, yeah, I was just curious to know if you have got any CR HR coil or sheet requirement.", "text_native": "Uh sir, this is Jeevan calling from JSW One MSME platform. Uh so I was just, you know, yeah, I was just curious to know if you have got any CR HR coil or sheet requirement." }, { "ucid": "21112178886109641", "idx": 4, "speaker": "customer", "start_s": 15.4, "end_s": 16.4, "text_en": "We have always have.", "text_native": "We have always have." }, { "ucid": "21112178886109641", "idx": 5, "speaker": "agent", "start_s": 16.9, "end_s": 17.4, "text_en": "Sorry, sir?", "text_native": "Sorry, sir?" }, { "ucid": "21112178886109641", "idx": 6, "speaker": "customer", "start_s": 17.8, "end_s": 19.8, "text_en": "We always have some of the requirement.", "text_native": "We always have some of the requirement." }, { "ucid": "21112178886109641", "idx": 7, "speaker": "agent", "start_s": 20.2, "end_s": 26.2, "text_en": "Okay, great. So I was just, you know, thinking how about we just join hands and you know, uh make another deal directly from JSW One platforms.", "text_native": "Okay, great. So I was just, you know, thinking how about we just join hands and you know, uh make another deal directly from JSW One platforms." }, { "ucid": "21112178886109641", "idx": 8, "speaker": "customer", "start_s": 26.8, "end_s": 28.5, "text_en": "What are the prices of JSW One?", "text_native": "What are the prices of JSW One?" }, { "ucid": "21112178886109641", "idx": 9, "speaker": "agent", "start_s": 28.9, "end_s": 37.2, "text_en": "So basically our prices are like it's the exact same as per the market price. But I won't be able to give you an advanced pricing just like that because you know everything is system generated. So once when you share your exact requirement, I can fetch you the pricing.", "text_native": "So basically our prices are like it's the exact same as per the market price. But I won't be able to give you an advanced pricing just like that because you know everything is system generated. So once when you share your exact requirement, I can fetch you the pricing." }, { "ucid": "21112178886109641", "idx": 10, "speaker": "customer", "start_s": 37.8, "end_s": 38.1, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178886109641", "idx": 11, "speaker": "agent", "start_s": 38.4, "end_s": 55.2, "text_en": "Yeah, and the other a couple of things that you know that a buyer or a customer has to keep in his mind while you know working with us is that the one thing is we have a minimum order of quantity of five metric ton irrespective of the material but for single material it's five metric ton. And the second thing is you get eligibility for you know credit after your first transaction. Then after the first transaction you also get you know on-boarded to our platform so that you avail cashbacks and other discounts for your uh consecutive purchases or the second and third purchases.", "text_native": "Yeah, and the other a couple of things that you know that a buyer or a customer has to keep in his mind while you know working with us is that the one thing is we have a minimum order of quantity of five metric ton irrespective of the material but for single material it's five metric ton. And the second thing is you get eligibility for you know credit after your first transaction. Then after the first transaction you also get you know on-boarded to our platform so that you avail cashbacks and other discounts for your uh consecutive purchases or the second and third purchases." } ], "steps": [ { "ucid": "21112178886109641", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, this is Jeevan calling from JSW One MSME platform. Uh so I was just, you know, yeah, I was just curious to know if you have got any CR HR coil or sheet requirement.", "comment": "The agent identified themself and the company but failed to ask for permission to speak." }, { "ucid": "21112178886109641", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I was just curious to know if you have got any CR HR coil or sheet requirement.", "comment": "The agent opened with a direct product inquiry instead of a benefit-led hook about price or availability." }, { "ucid": "21112178886109641", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked zero discovery questions about the customer's business, volume, or suppliers." }, { "ucid": "21112178886109641", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "the one thing is we have a minimum order of quantity of five metric ton... And the second thing is you get eligibility for you know credit after your first transaction.", "comment": "The agent listed policies (MOQ, credit) instead of pitching USPs relevant to discovered needs, as no discovery was done." }, { "ucid": "21112178886109641", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "CUSTOMER: We always have some of the requirement.", "comment": "Although the customer confirmed a recurring need, the agent did not ask for any specific details like grade, size, or quantity." }, { "ucid": "21112178886109641", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "CUSTOMER: Okay.", "comment": "The call ended after the agent's monologue with no explicit next step committed by either party." } ], "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": [] }