{ "ucid": "21112178886956321", "call_date": "2026-09-08", "start_time": "2026-09-08 17:42:43", "end_time": "2026-09-08 17:43:42", "duration_sec": 59, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA77de812ff2cd7592f08e570881883709.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 551, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178886956321__DIA77de812ff2cd7592f08e570881883709.mp3", "audio_bytes": 106920, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 35.64, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: Hello (હેલો)\n[1s] CUSTOMER: Yes sir. (હાજી સર.)\n[1s] AGENT: Is this Harshbhai? Good afternoon. Ankit speaking from JSW Steel. How are you? (હર્ષભાઈ છે? ગુડ આફ્ટરનૂન. અંકિત વાત કરું છું JSW સ્ટીલ માંથી. કેમ છો?)\n[4s] CUSTOMER: No no, just fine. And you? (નઈ નઈ બસ મજામાં. તમે?)\n[6s] AGENT: Harshbhai, we spoke last month. You told me that we had an inquiry in HR. So do we have anything currently? Are you looking for any requirement for HR? (હર્ષભાઈ, આપણે ગયા મહિને વાત થઈ હતી. મને તમે કે આપણી ઇન્ક્વાયરી હતી ને એચઆરમાં. તો હાલમાં કઈ આપણી છે? તમે જોઈ રહ્યા છો રિક્વાયરમેન્ટ એચઆર માટે?)\n[11s] CUSTOMER: In HR, no, not right now. (એચઆરમાં ના, અત્યારે તો નથી હો.)\n[13s] AGENT: Understood. The rates that are there right now are increasing. So the thing is, we are currently dealing at a good margin. So you can save some money in that. (સમજી ગયું. અત્યારે જે રેટ જે છે એ સુધી વધી રહ્યા છે. તો એવું છે કે સારા માર્જિનમાં અમે લોકો અત્યારે ડીલ કરી રહ્યા છે. તો શું તમારો બે પૈસા બચે એની અંદર.)\n[18s] CUSTOMER: No problem. If there is anything, I will let you know. (કશો વાંધો નહિ. કઈક હશે તો હું તમને કેવડાવતા.)\n[20s] AGENT: Okay okay, it's done. (ઓકે ઓકે, ડન છે.)\n[21s] CUSTOMER: [inaudible] goes then. ([inaudible] જાય તો.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "noisy: Significant background noise and crosstalk on the customer's side makes some of their speech difficult to understand.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "10 turns, clean transcript (10% inaudible)", "band_language": "Gujarati", "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": 6.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer says they have no current requirement, use that as an opportunity to ask discovery questions to prepare for their next purchase, instead of ending the call.", "usp_relevance": "none", "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 followed up on a previous conversation, asking for a current requirement for HR steel. The customer stated they had no immediate need. The agent attempted a price-based hook but did not proceed with discovery, and accepted the customer's polite dismissal without setting a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is this Harshbhai? Good afternoon. Ankit speaking from JSW Steel. How are you?\", \"comment\": \"Agent greeted, used the customer's name, and identified themself and the company.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"The rates that are there right now are increasing. So the thing is, we are currently dealing at a good margin. So you can save some money in that.\", \"comment\": \"Agent used a clear, single-benefit price hook after the customer stated no current requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions about the customer's business or procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to make them relevant.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"do we have anything currently? Are you looking for any requirement for HR?\", \"comment\": \"Agent successfully asked for a current requirement at the start of the call.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent accepted a vague dismissal ('I will let you know') without setting a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, use that as an opportunity to ask discovery questions to prepare for their next purchase, instead of ending the call.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"No problem. If there is anything, I will let you know.\", \"response\": \"Okay okay, it's done.\"}], \"call_summary\": \"The agent followed up on a previous conversation, asking for a current requirement for HR steel. The customer stated they had no immediate need. The agent attempted a price-based hook but did not proceed with discovery, and accepted the customer's polite dismissal without setting a concrete next step.\"}", "error": null, "latency_ms": 35279, "input_tokens": 2998, "output_tokens": 802, "created_at": "2026-09-25 11:17:25", "sentiment": "negative", "sentiment_score": -0.506, "sentiment_confidence": "high", "pos": 0, "neg": 6, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.689, "agent_talk_sec": 14.4, "customer_talk_sec": 6.5, "dead_air_sec": 38.1, "longest_monologue_sec": 5.5, "agent_wpm": 316.7, "interruptions": 0, "agent_turns": 4, "customer_turns": 5, "discovery_qs": 4, "words_agent": 76, "words_customer": 28, "monologue_heavy": 0, "turns": [ { "ucid": "21112178886956321", "idx": 0, "speaker": "unknown", "start_s": 0.0, "end_s": 0.58, "text_en": "Hello", "text_native": "હેલો" }, { "ucid": "21112178886956321", "idx": 1, "speaker": "customer", "start_s": 0.88, "end_s": 1.11, "text_en": "Yes sir.", "text_native": "હાજી સર." }, { "ucid": "21112178886956321", "idx": 2, "speaker": "agent", "start_s": 1.33, "end_s": 4.28, "text_en": "Is this Harshbhai? Good afternoon. Ankit speaking from JSW Steel. How are you?", "text_native": "હર્ષભાઈ છે? ગુડ આફ્ટરનૂન. અંકિત વાત કરું છું JSW સ્ટીલ માંથી. કેમ છો?" }, { "ucid": "21112178886956321", "idx": 3, "speaker": "customer", "start_s": 4.28, "end_s": 5.68, "text_en": "No no, just fine. And you?", "text_native": "નઈ નઈ બસ મજામાં. તમે?" }, { "ucid": "21112178886956321", "idx": 4, "speaker": "agent", "start_s": 5.68, "end_s": 10.88, "text_en": "Harshbhai, we spoke last month. You told me that we had an inquiry in HR. So do we have anything currently? Are you looking for any requirement for HR?", "text_native": "હર્ષભાઈ, આપણે ગયા મહિને વાત થઈ હતી. મને તમે કે આપણી ઇન્ક્વાયરી હતી ને એચઆરમાં. તો હાલમાં કઈ આપણી છે? તમે જોઈ રહ્યા છો રિક્વાયરમેન્ટ એચઆર માટે?" }, { "ucid": "21112178886956321", "idx": 5, "speaker": "customer", "start_s": 10.88, "end_s": 12.68, "text_en": "In HR, no, not right now.", "text_native": "એચઆરમાં ના, અત્યારે તો નથી હો." }, { "ucid": "21112178886956321", "idx": 6, "speaker": "agent", "start_s": 12.91, "end_s": 18.41, "text_en": "Understood. The rates that are there right now are increasing. So the thing is, we are currently dealing at a good margin. So you can save some money in that.", "text_native": "સમજી ગયું. અત્યારે જે રેટ જે છે એ સુધી વધી રહ્યા છે. તો એવું છે કે સારા માર્જિનમાં અમે લોકો અત્યારે ડીલ કરી રહ્યા છે. તો શું તમારો બે પૈસા બચે એની અંદર." }, { "ucid": "21112178886956321", "idx": 7, "speaker": "customer", "start_s": 18.41, "end_s": 20.41, "text_en": "No problem. If there is anything, I will let you know.", "text_native": "કશો વાંધો નહિ. કઈક હશે તો હું તમને કેવડાવતા." }, { "ucid": "21112178886956321", "idx": 8, "speaker": "agent", "start_s": 20.41, "end_s": 21.18, "text_en": "Okay okay, it's done.", "text_native": "ઓકે ઓકે, ડન છે." }, { "ucid": "21112178886956321", "idx": 9, "speaker": "customer", "start_s": 21.18, "end_s": 22.28, "text_en": "[inaudible] goes then.", "text_native": "[inaudible] જાય તો." } ], "steps": [ { "ucid": "21112178886956321", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Is this Harshbhai? Good afternoon. Ankit speaking from JSW Steel. How are you?", "comment": "Agent greeted, used the customer's name, and identified themself and the company." }, { "ucid": "21112178886956321", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "The rates that are there right now are increasing. So the thing is, we are currently dealing at a good margin. So you can save some money in that.", "comment": "Agent used a clear, single-benefit price hook after the customer stated no current requirement." }, { "ucid": "21112178886956321", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any of the required discovery questions about the customer's business or procurement." }, { "ucid": "21112178886956321", "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 conducted to make them relevant." }, { "ucid": "21112178886956321", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "do we have anything currently? Are you looking for any requirement for HR?", "comment": "Agent successfully asked for a current requirement at the start of the call." }, { "ucid": "21112178886956321", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent accepted a vague dismissal ('I will let you know') without setting a specific next step." } ], "objections": [ { "ucid": "21112178886956321", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "No problem. If there is anything, I will let you know.", "response": "Okay okay, it's done." } ], "missed_steps": [ "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }