{ "ucid": "21112178893538041", "call_date": "2026-09-09", "start_time": "2026-09-09 11:59:40", "end_time": "2026-09-09 12:01:35", "duration_sec": 115, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9668ed2daccf37f83082094ad058a874.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 526, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178893538041__DIA9668ed2daccf37f83082094ad058a874.mp3", "audio_bytes": 285120, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 95.04, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो)\n[3s] AGENT: Hello. (हॅलो)\n[4s] AGENT: Uh, Universal Steel Traders? (अह यूनिवर्सल स्टील ट्रेडर्स?)\n[6s] CUSTOMER: Yes. (जी)\n[6s] AGENT: Sir, good morning. This is Sudip speaking from JSW One, Vijendra Steel. (सर जी गुड मॉर्निंग, सुदीप बोल रहा हूं जेएसडब्ल्यू वन से, विजेंद्र स्टील।)\n[9s] CUSTOMER: Yes. (जी)\n[10s] AGENT: Sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement. I wanted to understand, do you have any requirement in HR right now? 1mm, sorry 1.6, 2mm? (सर ये आपका कंपनी रजिस्टर्ड था पोर्टल पर हमारे। आपके स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था। मेरेको समझना था ना अभी एचआर में कुछ रिक्वायरमेंट है आपको? वन एमएम, सॉरी वन पॉइंट सिक्स, टू एमएम?)\n[17s] CUSTOMER: What will be the rate for 1.6 and two, two and a half, sir? (वन पॉइंट सिक्स और दो ढाई का क्या रेट आएगा सर?)\n[20s] AGENT: Are you planning to take it now? (अभी का प्लान कर रहे हो आप लेने का इसको?)\n[22s] CUSTOMER: To take it now, if it's at the right rate, we'll take it now. (अभी लेने का बस अगर रेट में रहेगा तो ले लेंगे अभी।)\n[25s] AGENT: Look, can you tell me? 1.6, 1250 by 2500, right? What is the quantity? (देखो आप बता सकते हो क्या? वन पॉइंट सिक्स, बारह सौ पचास बाय पच्चीस सौ, बराबर? कितना क्वांटिटी है?)\n[29s] CUSTOMER: Ten to ten tonnes. (दस से दस टन।)\n[30s] AGENT: Ten tonnes. And where will the delivery be? (दस टन। और डिलीवरी कहां पे रहेगी?)\n[33s] CUSTOMER: In Kudalwadi. (कुदलवाड़ी में।)\n[34s] AGENT: Hinjewadi? (हिंजवडी?)\n[35s] CUSTOMER: Kudalwadi. (कुदलवाड़ी।)\n[36s] AGENT: One minute. (एक मिनट।)\n[36s] CUSTOMER: Chikhli, Chikhli. (चिखली, चिखली।)\n[38s] AGENT: Okay, this is near Old Jakat Naka, Kudalwadi, Chikhli, right? Pincode is 411062. Payment term will be 100% advance, sir, against PI. Will that work? (अच्छा ये नियर ओल्ड जकात नाका, कुदलवाड़ी, चिखली, बराबर? पिनकोड इस फोर वन वन जीरो सिक्स टू। पेमेंट टर्म हंड्रेड परसेंट एडवांस रहेगा सर अगेंस्ट पीआई। चलेगा ना?)\n[44s] CUSTOMER: Yes, yes, yes, 100 percent. (हां हां हां हंड्रेड परसेंट।)\n[46s] AGENT: Do you trade this, sir? Are you a material trader? (ये आप क्या ट्रेडिंग करते हो सर इसका? मटेरियल ट्रेडर हो आप?)\n[48s] CUSTOMER: Trading, trading, yes. (ट्रेडिंग, ट्रेडिंग, जी।)\n[49s] AGENT: You do trading. Okay, I am taking the inquiry in the system. I will send you the quotation for this immediately, within half an hour, sir. Okay? (ट्रेडिंग करते हो। ठीक है, मैं सिस्टम में इंक्वायरी ले रहा हूं। आपको तुरंत एक आधे घंटे के अंदर आपको मैं कोटेशन भेज देता हूं सर इसका। ओके?)\n[54s] CUSTOMER: Okay. (ठीक है।)\n[55s] AGENT: Yes. Yes. What was your name, sir? (हां। हां। आपका नाम क्या बताया सर?)\n[57s] CUSTOMER: [inaudible]\n[59s] AGENT: Alright. Okay, thank you. I will send you the quotation, sir. Okay? (ठीक है। ओके, थैंक यू। मैं आपको भेजता हूं सर कोटेशन। ओके?)\n[62s] CUSTOMER: Okay, okay. (ओके, ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 28, "connected": 1, "audio_notes": "clear: There is some minor background noise on the agent's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "28 turns, clean transcript (4% 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You skipped the entire opening of the pitch; you must build rapport and establish value with the hook and discovery questions before asking for an order.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead who identified as a trader, not a manufacturer. The customer had an immediate requirement for 10 tonnes of 1.6mm HR sheet. The agent skipped most of the pitch structure but successfully captured the requirement details and committed to sending a quotation within 30 minutes.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, good morning. This is Sudip speaking from JSW One, Vijendra Steel.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I wanted to understand, do you have any requirement in HR right now?\", \"comment\": \"The agent did not lead with a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you a material trader?\", \"comment\": \"The agent only asked about the customer's business type (trader vs mfg), missing all other discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs, moving directly from requirement capture to promising a quote.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"One point six, twelve सौ पचास by पच्चीस सौ, बराबर? कितना क्वांटिटी है? ... दस टन। और डिलीवरी कहां पे रहेगी?\", \"comment\": \"The agent successfully captured the thickness, size, quantity, and location for the customer's immediate requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will send you the quotation for this immediately, within half an hour, sir. Okay?\", \"comment\": \"The agent set a clear next step (sending a quote) with a specific turnaround time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire opening of the pitch; you must build rapport and establish value with the hook and discovery questions before asking for an order.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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 lead who identified as a trader, not a manufacturer. The customer had an immediate requirement for 10 tonnes of 1.6mm HR sheet. The agent skipped most of the pitch structure but successfully captured the requirement details and committed to sending a quotation within 30 minutes.\"}", "error": null, "latency_ms": 27300, "input_tokens": 3552, "output_tokens": 771, "created_at": "2026-09-25 11:16:12", "sentiment": "positive", "sentiment_score": 0.3, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.664, "agent_talk_sec": 36.4, "customer_talk_sec": 18.4, "dead_air_sec": 60.2, "longest_monologue_sec": 6.5, "agent_wpm": 275.3, "interruptions": 0, "agent_turns": 14, "customer_turns": 14, "discovery_qs": 16, "words_agent": 167, "words_customer": 53, "monologue_heavy": 0, "turns": [ { "ucid": "21112178893538041", "idx": 0, "speaker": "customer", "start_s": 1.38, "end_s": 1.88, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178893538041", "idx": 1, "speaker": "agent", "start_s": 2.51, "end_s": 2.91, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178893538041", "idx": 2, "speaker": "agent", "start_s": 3.61, "end_s": 5.21, "text_en": "Uh, Universal Steel Traders?", "text_native": "अह यूनिवर्सल स्टील ट्रेडर्स?" }, { "ucid": "21112178893538041", "idx": 3, "speaker": "customer", "start_s": 5.63, "end_s": 5.89, "text_en": "Yes.", "text_native": "जी" }, { "ucid": "21112178893538041", "idx": 4, "speaker": "agent", "start_s": 6.21, "end_s": 8.9, "text_en": "Sir, good morning. This is Sudip speaking from JSW One, Vijendra Steel.", "text_native": "सर जी गुड मॉर्निंग, सुदीप बोल रहा हूं जेएसडब्ल्यू वन से, विजेंद्र स्टील।" }, { "ucid": "21112178893538041", "idx": 5, "speaker": "customer", "start_s": 9.33, "end_s": 9.58, "text_en": "Yes.", "text_native": "जी" }, { "ucid": "21112178893538041", "idx": 6, "speaker": "agent", "start_s": 9.8, "end_s": 16.3, "text_en": "Sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement. I wanted to understand, do you have any requirement in HR right now? 1mm, sorry 1.6, 2mm?", "text_native": "सर ये आपका कंपनी रजिस्टर्ड था पोर्टल पर हमारे। आपके स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था। मेरेको समझना था ना अभी एचआर में कुछ रिक्वायरमेंट है आपको? वन एमएम, सॉरी वन पॉइंट सिक्स, टू एमएम?" }, { "ucid": "21112178893538041", "idx": 7, "speaker": "customer", "start_s": 16.69, "end_s": 18.99, "text_en": "What will be the rate for 1.6 and two, two and a half, sir?", "text_native": "वन पॉइंट सिक्स और दो ढाई का क्या रेट आएगा सर?" }, { "ucid": "21112178893538041", "idx": 8, "speaker": "agent", "start_s": 19.6, "end_s": 21.2, "text_en": "Are you planning to take it now?", "text_native": "अभी का प्लान कर रहे हो आप लेने का इसको?" }, { "ucid": "21112178893538041", "idx": 9, "speaker": "customer", "start_s": 21.71, "end_s": 24.21, "text_en": "To take it now, if it's at the right rate, we'll take it now.", "text_native": "अभी लेने का बस अगर रेट में रहेगा तो ले लेंगे अभी।" }, { "ucid": "21112178893538041", "idx": 10, "speaker": "agent", "start_s": 24.59, "end_s": 28.19, "text_en": "Look, can you tell me? 1.6, 1250 by 2500, right? What is the quantity?", "text_native": "देखो आप बता सकते हो क्या? वन पॉइंट सिक्स, बारह सौ पचास बाय पच्चीस सौ, बराबर? कितना क्वांटिटी है?" }, { "ucid": "21112178893538041", "idx": 11, "speaker": "customer", "start_s": 28.89, "end_s": 30.19, "text_en": "Ten to ten tonnes.", "text_native": "दस से दस टन।" }, { "ucid": "21112178893538041", "idx": 12, "speaker": "agent", "start_s": 30.46, "end_s": 32.16, "text_en": "Ten tonnes. And where will the delivery be?", "text_native": "दस टन। और डिलीवरी कहां पे रहेगी?" }, { "ucid": "21112178893538041", "idx": 13, "speaker": "customer", "start_s": 32.57, "end_s": 33.47, "text_en": "In Kudalwadi.", "text_native": "कुदलवाड़ी में।" }, { "ucid": "21112178893538041", "idx": 14, "speaker": "agent", "start_s": 33.8, "end_s": 34.4, "text_en": "Hinjewadi?", "text_native": "हिंजवडी?" }, { "ucid": "21112178893538041", "idx": 15, "speaker": "customer", "start_s": 34.6, "end_s": 35.2, "text_en": "Kudalwadi.", "text_native": "कुदलवाड़ी।" }, { "ucid": "21112178893538041", "idx": 16, "speaker": "agent", "start_s": 35.7, "end_s": 36.2, "text_en": "One minute.", "text_native": "एक मिनट।" }, { "ucid": "21112178893538041", "idx": 17, "speaker": "customer", "start_s": 36.5, "end_s": 37.4, "text_en": "Chikhli, Chikhli.", "text_native": "चिखली, चिखली।" }, { "ucid": "21112178893538041", "idx": 18, "speaker": "agent", "start_s": 37.9, "end_s": 44.2, "text_en": "Okay, this is near Old Jakat Naka, Kudalwadi, Chikhli, right? Pincode is 411062. Payment term will be 100% advance, sir, against PI. Will that work?", "text_native": "अच्छा ये नियर ओल्ड जकात नाका, कुदलवाड़ी, चिखली, बराबर? पिनकोड इस फोर वन वन जीरो सिक्स टू। पेमेंट टर्म हंड्रेड परसेंट एडवांस रहेगा सर अगेंस्ट पीआई। चलेगा ना?" }, { "ucid": "21112178893538041", "idx": 19, "speaker": "customer", "start_s": 44.2, "end_s": 45.8, "text_en": "Yes, yes, yes, 100 percent.", "text_native": "हां हां हां हंड्रेड परसेंट।" }, { "ucid": "21112178893538041", "idx": 20, "speaker": "agent", "start_s": 45.8, "end_s": 48.0, "text_en": "Do you trade this, sir? Are you a material trader?", "text_native": "ये आप क्या ट्रेडिंग करते हो सर इसका? मटेरियल ट्रेडर हो आप?" }, { "ucid": "21112178893538041", "idx": 21, "speaker": "customer", "start_s": 48.0, "end_s": 49.4, "text_en": "Trading, trading, yes.", "text_native": "ट्रेडिंग, ट्रेडिंग, जी।" }, { "ucid": "21112178893538041", "idx": 22, "speaker": "agent", "start_s": 49.4, "end_s": 54.2, "text_en": "You do trading. Okay, I am taking the inquiry in the system. I will send you the quotation for this immediately, within half an hour, sir. Okay?", "text_native": "ट्रेडिंग करते हो। ठीक है, मैं सिस्टम में इंक्वायरी ले रहा हूं। आपको तुरंत एक आधे घंटे के अंदर आपको मैं कोटेशन भेज देता हूं सर इसका। ओके?" }, { "ucid": "21112178893538041", "idx": 23, "speaker": "customer", "start_s": 54.2, "end_s": 55.4, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178893538041", "idx": 24, "speaker": "agent", "start_s": 55.4, "end_s": 57.0, "text_en": "Yes. Yes. What was your name, sir?", "text_native": "हां। हां। आपका नाम क्या बताया सर?" }, { "ucid": "21112178893538041", "idx": 25, "speaker": "customer", "start_s": 57.0, "end_s": 58.9, "text_en": "[inaudible]", "text_native": "[inaudible]" }, { "ucid": "21112178893538041", "idx": 26, "speaker": "agent", "start_s": 59.3, "end_s": 61.6, "text_en": "Alright. Okay, thank you. I will send you the quotation, sir. Okay?", "text_native": "ठीक है। ओके, थैंक यू। मैं आपको भेजता हूं सर कोटेशन। ओके?" }, { "ucid": "21112178893538041", "idx": 27, "speaker": "customer", "start_s": 61.6, "end_s": 64.4, "text_en": "Okay, okay.", "text_native": "ओके, ओके।" } ], "steps": [ { "ucid": "21112178893538041", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, good morning. This is Sudip speaking from JSW One, Vijendra Steel.", "comment": "The agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178893538041", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I wanted to understand, do you have any requirement in HR right now?", "comment": "The agent did not lead with a supply or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178893538041", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Are you a material trader?", "comment": "The agent only asked about the customer's business type (trader vs mfg), missing all other discovery questions." }, { "ucid": "21112178893538041", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not pitch any USPs, moving directly from requirement capture to promising a quote." }, { "ucid": "21112178893538041", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "One point six, twelve सौ पचास by पच्चीस सौ, बराबर? कितना क्वांटिटी है? ... दस टन। और डिलीवरी कहां पे रहेगी?", "comment": "The agent successfully captured the thickness, size, quantity, and location for the customer's immediate requirement." }, { "ucid": "21112178893538041", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will send you the quotation for this immediately, within half an hour, sir. Okay?", "comment": "The agent set a clear next step (sending a quote) with a specific turnaround time." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }