{ "ucid": "21112178895137762", "call_date": "2026-09-09", "start_time": "2026-09-09 16:26:17", "end_time": "2026-09-09 16:27:52", "duration_sec": 95, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA32672c7c154dbf7a52234f4b67ac0aaf.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 474, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178895137762__DIA32672c7c154dbf7a52234f4b67ac0aaf.mp3", "audio_bytes": 228528, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 76.176, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello?\n[6s] AGENT: Giriraj Steel?\n[7s] CUSTOMER: Yes, tell me sir. (हां बोलो ना सर।)\n[8s] AGENT: Sir, greetings, this is Sudeep speaking from JSW One. (सर जी नमस्कार, सुदीप बोल रहा हूं JSW One से।)\n[11s] CUSTOMER: Yes, yes, go on, go on. (हां हां बोलिए बोलिए।)\n[12s] AGENT: Yes sir, your company was registered on our portal. Steel, oh, have you spoken with Ronak ji? (Yes sir, ये आपका कंपनी रजिस्टर्ड था पोर्टल पर अपने। स्टील, अच्छा आपकी बात हुई है क्या रौनक जी से?)\n[16s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[17s] AGENT: Okay. You don't deal in MS, sir? Do you only require SS? (अच्छा। MS में डील नहीं करते सर आप? आपको SS ही लगता है क्या?)\n[20s] CUSTOMER: We require MS too, but there's no continuation in it. It's required maybe three or four times in a year for me. 10 ton 15 ton. (MS भी लगता है लेकिन उसमें कंटिन्युएशन नहीं है। लगता है जब वन साल में तीन चार बार ही लगता है मेरेको। 10 ton 15 ton।)\n[25s] AGENT: Do you have any requirement in MS right now, sir, in HR material? (अभी MS में कुछ रिक्वायरमेंट है सर आपको HR मटेरियल में?)\n[27s] CUSTOMER: No, right now there's nothing. When it comes, it's about ten to fifteen tons at one time. (जी अभी फिलहाल कुछ नहीं है। आएगा तो फिर दस पंद्रह टन लगता है वन टाइम में।)\n[30s] AGENT: Not an issue sir. I will get ten to fifteen tons done. Our MOQ for a single size is five tons. (Not an issue sir. Ten to fifteen tons मैं करवा दूंगा। हमारा MOQ सिंगल साइज में five tons का है।)\n[34s] CUSTOMER: Okay.\n[36s] CUSTOMER: Okay. (ठीक है।)\n[37s] CUSTOMER: The rate wasn't working out with you. (रेट नहीं जम पा रहा था आपके साथ में।)\n[39s] AGENT: Hmm hmm hmm. (हम्म हम्म हम्म।)\n[40s] AGENT: Okay, no problem. Whenever you have an MS requirement, you tell me. Okay? (ठीक है, कोई बात नहीं। आप जब जब भी MS आएगा ना, आप बताइए मुझे। Okay?)\n[43s] CUSTOMER: Where from, sir? Your rates, I tried twice. Your rates end up being the same as the local rate. (कहां का सर? आपका जो रेट्स है ना, मैंने दो बार ट्राई किया था। आप लोग के रेट जो है ना, लोकल का ही रेट पड़ जाता है।)\n[47s] AGENT: I will get it done for you, sir. You give me the quantity, five-five tons in a single size. I will get your work done. Okay? (मैं करवा दूंगा सर आपका। आप मेरेको क्वांटिटी दो सिंगल साइज में फाइव-फाइव टन्स। मैं आपका करवा दूंगा काम। Okay?)\n[51s] CUSTOMER: Will do, okay, okay. (चलेगा, ठीक है, okay.)\n[52s] AGENT: Okay. I will WhatsApp my number. For now, I called you from the system's number. (ठीक है। मैं WhatsApp करता हूं मेरा नंबर। फिलहाल सिस्टम के नंबर से फोन किया आपको।)\n[55s] CUSTOMER: Yes, okay, will do, okay. (हां ठीक है, चलेगा, okay.)\n[56s] AGENT: Okay, okay, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 23, "connected": 1, "audio_notes": "clear: The audio is clear with minimal background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "23 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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You missed the discovery phase entirely. Ask about the customer's manufacturing, monthly tonnage, and current suppliers to understand their needs before you attempt to handle objections.", "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 customer who has infrequent requirements (10-15 tons, 3-4 times/year) for MS material. The customer had no current need and raised a price objection from past interactions, stating JSW One's rates were not competitive with the local market. The agent did not handle the objection per the playbook and ended the call by offering to send his contact number for future needs.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, greetings, this is Sudeep speaking from JSW One.\", \"comment\": \"Agent greeted, identified self and company, and the customer gave implicit permission to continue.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking about a previous conversation with another rep.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero of the six required discovery questions; all information was volunteered by the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; the conversation did not progress to this stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in MS right now, sir, in HR material?\", \"comment\": \"Agent successfully asked if there was a current requirement, which the customer confirmed there was not.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp my number.\", \"comment\": \"The next step was not a committed action like a quote or a scheduled callback, but a passive offer to be contacted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the discovery phase entirely. Ask about the customer's manufacturing, monthly tonnage, and current suppliers to understand their needs before you attempt to handle objections.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Your rates, I tried twice. Your rates end up being the same as the local rate.\", \"response\": \"I will get it done for you, sir. You give me the quantity, five-five tons in a single size. I will get your work done. Okay?\"}], \"call_summary\": \"The agent contacted a customer who has infrequent requirements (10-15 tons, 3-4 times/year) for MS material. The customer had no current need and raised a price objection from past interactions, stating JSW One's rates were not competitive with the local market. The agent did not handle the objection per the playbook and ended the call by offering to send his contact number for future needs.\"}", "error": null, "latency_ms": 39968, "input_tokens": 3406, "output_tokens": 833, "created_at": "2026-09-25 11:14:01", "sentiment": "neutral", "sentiment_score": 0.147, "sentiment_confidence": "high", "pos": 5, "neg": 2, "lex_hits": 15, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.592, "agent_talk_sec": 27.1, "customer_talk_sec": 18.7, "dead_air_sec": 49.2, "longest_monologue_sec": 4.0, "agent_wpm": 301.1, "interruptions": 0, "agent_turns": 11, "customer_turns": 12, "discovery_qs": 7, "words_agent": 136, "words_customer": 93, "monologue_heavy": 0, "turns": [ { "ucid": "21112178895137762", "idx": 0, "speaker": "customer", "start_s": 5.07, "end_s": 5.49, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178895137762", "idx": 1, "speaker": "agent", "start_s": 5.8, "end_s": 6.5, "text_en": "Giriraj Steel?", "text_native": "Giriraj Steel?" }, { "ucid": "21112178895137762", "idx": 2, "speaker": "customer", "start_s": 6.77, "end_s": 7.57, "text_en": "Yes, tell me sir.", "text_native": "हां बोलो ना सर।" }, { "ucid": "21112178895137762", "idx": 3, "speaker": "agent", "start_s": 7.9, "end_s": 10.3, "text_en": "Sir, greetings, this is Sudeep speaking from JSW One.", "text_native": "सर जी नमस्कार, सुदीप बोल रहा हूं JSW One से।" }, { "ucid": "21112178895137762", "idx": 4, "speaker": "customer", "start_s": 10.77, "end_s": 11.6, "text_en": "Yes, yes, go on, go on.", "text_native": "हां हां बोलिए बोलिए।" }, { "ucid": "21112178895137762", "idx": 5, "speaker": "agent", "start_s": 11.8, "end_s": 15.8, "text_en": "Yes sir, your company was registered on our portal. Steel, oh, have you spoken with Ronak ji?", "text_native": "Yes sir, ये आपका कंपनी रजिस्टर्ड था पोर्टल पर अपने। स्टील, अच्छा आपकी बात हुई है क्या रौनक जी से?" }, { "ucid": "21112178895137762", "idx": 6, "speaker": "customer", "start_s": 16.1, "end_s": 16.6, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178895137762", "idx": 7, "speaker": "agent", "start_s": 16.9, "end_s": 19.8, "text_en": "Okay. You don't deal in MS, sir? Do you only require SS?", "text_native": "अच्छा। MS में डील नहीं करते सर आप? आपको SS ही लगता है क्या?" }, { "ucid": "21112178895137762", "idx": 8, "speaker": "customer", "start_s": 20.1, "end_s": 24.8, "text_en": "We require MS too, but there's no continuation in it. It's required maybe three or four times in a year for me. 10 ton 15 ton.", "text_native": "MS भी लगता है लेकिन उसमें कंटिन्युएशन नहीं है। लगता है जब वन साल में तीन चार बार ही लगता है मेरेको। 10 ton 15 ton।" }, { "ucid": "21112178895137762", "idx": 9, "speaker": "agent", "start_s": 24.8, "end_s": 27.0, "text_en": "Do you have any requirement in MS right now, sir, in HR material?", "text_native": "अभी MS में कुछ रिक्वायरमेंट है सर आपको HR मटेरियल में?" }, { "ucid": "21112178895137762", "idx": 10, "speaker": "customer", "start_s": 27.2, "end_s": 30.0, "text_en": "No, right now there's nothing. When it comes, it's about ten to fifteen tons at one time.", "text_native": "जी अभी फिलहाल कुछ नहीं है। आएगा तो फिर दस पंद्रह टन लगता है वन टाइम में।" }, { "ucid": "21112178895137762", "idx": 11, "speaker": "agent", "start_s": 30.3, "end_s": 34.0, "text_en": "Not an issue sir. I will get ten to fifteen tons done. Our MOQ for a single size is five tons.", "text_native": "Not an issue sir. Ten to fifteen tons मैं करवा दूंगा। हमारा MOQ सिंगल साइज में five tons का है।" }, { "ucid": "21112178895137762", "idx": 12, "speaker": "customer", "start_s": 34.5, "end_s": 34.9, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178895137762", "idx": 13, "speaker": "customer", "start_s": 35.8, "end_s": 36.2, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178895137762", "idx": 14, "speaker": "customer", "start_s": 36.6, "end_s": 38.3, "text_en": "The rate wasn't working out with you.", "text_native": "रेट नहीं जम पा रहा था आपके साथ में।" }, { "ucid": "21112178895137762", "idx": 15, "speaker": "agent", "start_s": 38.6, "end_s": 39.3, "text_en": "Hmm hmm hmm.", "text_native": "हम्म हम्म हम्म।" }, { "ucid": "21112178895137762", "idx": 16, "speaker": "agent", "start_s": 39.8, "end_s": 42.6, "text_en": "Okay, no problem. Whenever you have an MS requirement, you tell me. Okay?", "text_native": "ठीक है, कोई बात नहीं। आप जब जब भी MS आएगा ना, आप बताइए मुझे। Okay?" }, { "ucid": "21112178895137762", "idx": 17, "speaker": "customer", "start_s": 42.7, "end_s": 46.6, "text_en": "Where from, sir? Your rates, I tried twice. Your rates end up being the same as the local rate.", "text_native": "कहां का सर? आपका जो रेट्स है ना, मैंने दो बार ट्राई किया था। आप लोग के रेट जो है ना, लोकल का ही रेट पड़ जाता है।" }, { "ucid": "21112178895137762", "idx": 18, "speaker": "agent", "start_s": 47.1, "end_s": 51.0, "text_en": "I will get it done for you, sir. You give me the quantity, five-five tons in a single size. I will get your work done. Okay?", "text_native": "मैं करवा दूंगा सर आपका। आप मेरेको क्वांटिटी दो सिंगल साइज में फाइव-फाइव टन्स। मैं आपका करवा दूंगा काम। Okay?" }, { "ucid": "21112178895137762", "idx": 19, "speaker": "customer", "start_s": 51.3, "end_s": 52.3, "text_en": "Will do, okay, okay.", "text_native": "चलेगा, ठीक है, okay." }, { "ucid": "21112178895137762", "idx": 20, "speaker": "agent", "start_s": 52.4, "end_s": 54.9, "text_en": "Okay. I will WhatsApp my number. For now, I called you from the system's number.", "text_native": "ठीक है। मैं WhatsApp करता हूं मेरा नंबर। फिलहाल सिस्टम के नंबर से फोन किया आपको।" }, { "ucid": "21112178895137762", "idx": 21, "speaker": "customer", "start_s": 54.9, "end_s": 56.1, "text_en": "Yes, okay, will do, okay.", "text_native": "हां ठीक है, चलेगा, okay." }, { "ucid": "21112178895137762", "idx": 22, "speaker": "agent", "start_s": 56.2, "end_s": 57.5, "text_en": "Okay, okay, thank you.", "text_native": "Okay, okay, thank you." } ], "steps": [ { "ucid": "21112178895137762", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, greetings, this is Sudeep speaking from JSW One.", "comment": "Agent greeted, identified self and company, and the customer gave implicit permission to continue." }, { "ucid": "21112178895137762", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a supply or price hook, instead asking about a previous conversation with another rep." }, { "ucid": "21112178895137762", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero of the six required discovery questions; all information was volunteered by the customer." }, { "ucid": "21112178895137762", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not pitch any USPs; the conversation did not progress to this stage." }, { "ucid": "21112178895137762", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement in MS right now, sir, in HR material?", "comment": "Agent successfully asked if there was a current requirement, which the customer confirmed there was not." }, { "ucid": "21112178895137762", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will WhatsApp my number.", "comment": "The next step was not a committed action like a quote or a scheduled callback, but a passive offer to be contacted." } ], "objections": [ { "ucid": "21112178895137762", "obj_type": "price", "state": "mishandled", "evidence": "Your rates, I tried twice. Your rates end up being the same as the local rate.", "response": "I will get it done for you, sir. You give me the quantity, five-five tons in a single size. I will get your work done. Okay?" } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }