{ "ucid": "21112178893848021", "call_date": "2026-09-09", "start_time": "2026-09-09 12:51:19", "end_time": "2026-09-09 12:52:17", "duration_sec": 58, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA04ff60a23e45ae37de96042a906be359.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 507, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178893848021__DIA04ff60a23e45ae37de96042a906be359.mp3", "audio_bytes": 131760, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 43.92, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (हॅलो)\n[3s] AGENT: Sir, hello, am I speaking with Shri Balaji Engineering? (सर नमस्कार, श्री बालाजी इंजिनिअरिंग से बात कर रहे है?)\n[5s] CUSTOMER: Speak. (बोलिए।)\n[6s] AGENT: Sir, Abdul speaking from JSW. Is there any requirement, sir, for steel, in HR? (सर अब्दुल बात कर रहा हूं जेएसडब्ल्यू से। कोई रिक्वायरमेंट है क्या सर स्टील में, एचआर में?)\n[9s] CUSTOMER: No sir. What is the current rate? For twelve mm... (नहीं सर। क्या रेट चालू है फिलहाल? बारा एमएम की...)\n[11s] AGENT: Sir, right now... Sir, please speak in Hindi, sir, I am comfortable in Hindi. (सर अभी तो... सर हिंदी बात कीजिए सर, हिंदी में कंफर्टेबल हूं मैं।)\n[15s] CUSTOMER: I am speaking in Hindi sir, I am not speaking in Marathi. (हिंदी बात कर रहा हूं सर, मराठी थोड़ी बात कर रहा हूं।)\n[17s] AGENT: Oh okay, fine. Sir, the current rate, today's rate sir, is sixty-two, sir, 62. (अच्छा अच्छा ठीक है। सर अभी रेट आज का रेट सर बासठ का चल रहा है सर, सिक्सटी टू।)\n[20s] CUSTOMER: Sixty two? (सिक्सटी टू?)\n[21s] AGENT: Yes sir, yes sir. Ex your, ex your Pune and Taloja. (जी सर, जी सर। एक्स आपका, एक्स आपका पुणे एंड तलोजा।)\n[23s] AGENT: From Monday, the rate sir is going to increase, it will increase by another five hundred. (मंडे से रेट सर बढ़ने वाली है, पांच सौ और बढ़ जाएगी।)\n[26s] AGENT: So if you are planning something, you can purchase it soon, sir. (तो अगर कुछ प्लान कर रहे हैं तो आप जल्दी परचेस कर सकते हैं सर।)\n[28s] CUSTOMER: Okay, okay sir, okay. (ठीक है, ठीक है सर, ओके।)\n[30s] AGENT: Okay okay sir, thank you. (ओके ओके सर, थैंक यू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: There is some minor crosstalk at the beginning of the call.", "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": 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": "When a customer asks for a price on a specific item like '12mm', use that as your entry point for discovery; ask for grade, quantity, and location to provide a full quote instead of ending the call.", "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 lead ('Shri Balaji Engineering') and immediately asked for a requirement. The customer denied a current need but then asked for the price of 12mm HR. The agent quoted a price, mentioned an upcoming price increase to create urgency, and then ended the call without any discovery or setting a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, Abdul speaking from JSW. Is there any requirement, sir, for steel, in HR?\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a hook; they led with a requirement check, which is out of sequence for a supply-led pitch.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"What is the current rate? For twelve mm...\", \"comment\": \"Although the agent asked about a requirement, they failed to capture any details (grade, qty) when the customer showed interest by asking for a price on a specific thickness.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay okay sir, thank you.\", \"comment\": \"The call was ended abruptly without any committed next step like sending a quote or scheduling a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a price on a specific item like '12mm', use that as your entry point for discovery; ask for grade, quantity, and location to provide a full quote instead of ending the call.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": 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 manufacturing lead ('Shri Balaji Engineering') and immediately asked for a requirement. The customer denied a current need but then asked for the price of 12mm HR. The agent quoted a price, mentioned an upcoming price increase to create urgency, and then ended the call without any discovery or setting a next step.\"}", "error": null, "latency_ms": 41441, "input_tokens": 3053, "output_tokens": 737, "created_at": "2026-09-25 11:15:35", "sentiment": "neutral", "sentiment_score": 0.1, "sentiment_confidence": "high", "pos": 2, "neg": 2, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.742, "agent_talk_sec": 18.7, "customer_talk_sec": 6.5, "dead_air_sec": 32.8, "longest_monologue_sec": 6.7, "agent_wpm": 308.0, "interruptions": 0, "agent_turns": 8, "customer_turns": 6, "discovery_qs": 2, "words_agent": 96, "words_customer": 30, "monologue_heavy": 1, "turns": [ { "ucid": "21112178893848021", "idx": 0, "speaker": "customer", "start_s": 1.88, "end_s": 2.4, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178893848021", "idx": 1, "speaker": "agent", "start_s": 2.9, "end_s": 4.91, "text_en": "Sir, hello, am I speaking with Shri Balaji Engineering?", "text_native": "सर नमस्कार, श्री बालाजी इंजिनिअरिंग से बात कर रहे है?" }, { "ucid": "21112178893848021", "idx": 2, "speaker": "customer", "start_s": 5.17, "end_s": 5.51, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178893848021", "idx": 3, "speaker": "agent", "start_s": 5.77, "end_s": 8.9, "text_en": "Sir, Abdul speaking from JSW. Is there any requirement, sir, for steel, in HR?", "text_native": "सर अब्दुल बात कर रहा हूं जेएसडब्ल्यू से। कोई रिक्वायरमेंट है क्या सर स्टील में, एचआर में?" }, { "ucid": "21112178893848021", "idx": 4, "speaker": "customer", "start_s": 9.13, "end_s": 11.4, "text_en": "No sir. What is the current rate? For twelve mm...", "text_native": "नहीं सर। क्या रेट चालू है फिलहाल? बारा एमएम की..." }, { "ucid": "21112178893848021", "idx": 5, "speaker": "agent", "start_s": 11.4, "end_s": 14.38, "text_en": "Sir, right now... Sir, please speak in Hindi, sir, I am comfortable in Hindi.", "text_native": "सर अभी तो... सर हिंदी बात कीजिए सर, हिंदी में कंफर्टेबल हूं मैं।" }, { "ucid": "21112178893848021", "idx": 6, "speaker": "customer", "start_s": 14.67, "end_s": 16.48, "text_en": "I am speaking in Hindi sir, I am not speaking in Marathi.", "text_native": "हिंदी बात कर रहा हूं सर, मराठी थोड़ी बात कर रहा हूं।" }, { "ucid": "21112178893848021", "idx": 7, "speaker": "agent", "start_s": 16.6, "end_s": 19.4, "text_en": "Oh okay, fine. Sir, the current rate, today's rate sir, is sixty-two, sir, 62.", "text_native": "अच्छा अच्छा ठीक है। सर अभी रेट आज का रेट सर बासठ का चल रहा है सर, सिक्सटी टू।" }, { "ucid": "21112178893848021", "idx": 8, "speaker": "customer", "start_s": 19.7, "end_s": 20.28, "text_en": "Sixty two?", "text_native": "सिक्सटी टू?" }, { "ucid": "21112178893848021", "idx": 9, "speaker": "agent", "start_s": 20.6, "end_s": 22.8, "text_en": "Yes sir, yes sir. Ex your, ex your Pune and Taloja.", "text_native": "जी सर, जी सर। एक्स आपका, एक्स आपका पुणे एंड तलोजा।" }, { "ucid": "21112178893848021", "idx": 10, "speaker": "agent", "start_s": 23.16, "end_s": 25.4, "text_en": "From Monday, the rate sir is going to increase, it will increase by another five hundred.", "text_native": "मंडे से रेट सर बढ़ने वाली है, पांच सौ और बढ़ जाएगी।" }, { "ucid": "21112178893848021", "idx": 11, "speaker": "agent", "start_s": 25.88, "end_s": 28.18, "text_en": "So if you are planning something, you can purchase it soon, sir.", "text_native": "तो अगर कुछ प्लान कर रहे हैं तो आप जल्दी परचेस कर सकते हैं सर।" }, { "ucid": "21112178893848021", "idx": 12, "speaker": "customer", "start_s": 28.36, "end_s": 29.3, "text_en": "Okay, okay sir, okay.", "text_native": "ठीक है, ठीक है सर, ओके।" }, { "ucid": "21112178893848021", "idx": 13, "speaker": "agent", "start_s": 29.68, "end_s": 30.7, "text_en": "Okay okay sir, thank you.", "text_native": "ओके ओके सर, थैंक यू।" } ], "steps": [ { "ucid": "21112178893848021", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, Abdul speaking from JSW. Is there any requirement, sir, for steel, in HR?", "comment": "The agent did not ask for permission to speak, jumping directly into a requirement check." }, { "ucid": "21112178893848021", "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 lead with a hook; they led with a requirement check, which is out of sequence for a supply-led pitch." }, { "ucid": "21112178893848021", "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 to understand the customer's business or needs." }, { "ucid": "21112178893848021", "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." }, { "ucid": "21112178893848021", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "What is the current rate? For twelve mm...", "comment": "Although the agent asked about a requirement, they failed to capture any details (grade, qty) when the customer showed interest by asking for a price on a specific thickness." }, { "ucid": "21112178893848021", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay okay sir, thank you.", "comment": "The call was ended abruptly without any committed next step like sending a quote or scheduling a callback." } ], "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": [] }