{ "ucid": "21112178895290422", "call_date": "2026-09-09", "start_time": "2026-09-09 16:51:44", "end_time": "2026-09-09 16:53:44", "duration_sec": 120, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA597100a4290daca8fb9a8e33bd178bd9.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 462, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178895290422__DIA597100a4290daca8fb9a8e33bd178bd9.mp3", "audio_bytes": 295704, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 98.568, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Just got this written, one piece of 15 mm. (ये लिखाया बस 15 mm का एक पीस।)\n[2s] CUSTOMER: Hello. (हेलो।)\n[3s] AGENT: Yes, brother. (हां जी भैया जी।)\n[4s] CUSTOMER: And this (और ये)\n[4s] AGENT: Yes, yes, yes sir, good evening. This is Karthik speaking from JSW One. (हां हां जी हां जी सर गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।)\n[7s] CUSTOMER: JSW One.\n[8s] CUSTOMER: What is this One? (One क्या है ये?)\n[9s] AGENT: Sir, One is an e-commerce platform of the JSW Group. We sell steel online here. So if you have any requirement, please let me know. (सर One e-commerce platform है JSW Group का। ऑनलाइन स्टील बेचते हैं इधर। तो कुछ रिक्वायरमेंट हो तो बताइए।)\n[13s] CUSTOMER: Yes, we spoke earlier. The hardness was very high in the material, right? I had received a technical sheet. (हां वो पहले बात हुई थी। वो हार्डनेस बहुत थी ना माल में। एक मेरे को टेक्निकल शीट आई थी।)\n[16s] AGENT: Do you ask for high hardness? (हार्डनेस ज्यादा मांगते हो आप?)\n[17s] CUSTOMER: No, I need very low carbon. (नहीं, बहुत कम चाहिए होती है मुझे कार्बन।)\n[18s] AGENT: Okay, so you need YF less than 250? (अच्छा, मतलब 250 से भी कम चाहिए YF?)\n[20s] CUSTOMER: Yes. (हां।)\n[20s] AGENT: How much do you need? (कितना लगता है आपको?)\n[21s] CUSTOMER: It would be an estimate of four to five tonnes a month. (अंदाजा होगा चार-पांच टन महीने का होगा।)\n[23s] AGENT: Okay. (अच्छा।)\n[24s] CUSTOMER: Otherwise, if it's a soft material, you know... soft material... actually, in this, we have to do embossing with a roller. (नहीं तो सॉफ्ट मटेरियल अगर हो ना, सॉफ्ट मटेरियल एक्चुअली इसमें ना हमें एम्बॉसिंग करनी होती है रोलर से।)\n[28s] AGENT: Yes, yes. (हां हां।)\n[29s] CUSTOMER: So with hard material, our rollers break and it takes a lot of time. (तो हार्ड में रोलर हमारे टूट जाते हैं और टाइम बहुत लगता है।)\n[31s] AGENT: Okay, okay. Then, materials like Grade Two, or the HR 34 that are available, those grades are soft, you can get those, sir. (अच्छा अच्छा। फिर जो जैसे ग्रेड टू का मटेरियल हो गया या फिर एचआर थ्री फोर आते हैं, वो ग्रेड सॉफ्ट होते हैं, वो मिल जाएंगे सर।)\n[36s] CUSTOMER: It should be soft, but the plate thickness needs to be 12 mm. (सॉफ्ट होना चाहिए और लेकिन प्लेट की थिकनेस 12 mm चाहिए होती है।)\n[38s] AGENT: Okay, a 12 mm plate but soft type. (अच्छा 12 mm की प्लेट बट सॉफ्ट टाइप।)\n[40s] CUSTOMER: Hmm. (हम्म।)\n[40s] AGENT: To make it soft, sir, do you know what carbon percentage you need, below what level? (सॉफ्ट करने के लिए सर अब कार्बन परसेंटेज आपको पता है कितने से नीचे चाहिए होता है?)\n[43s] CUSTOMER: Uh, I do have it. I will either message you, or you just send me a 'hello hi'. Then I will send it to you. I had the hardness tested once. (अह है तो। मैं आपको या तो मैसेज या मेरे को एक बार थोड़ा सा हेलो हाय डालना। मैं आपको फिर वो भेजता हूं। वो मैंने एक बार हार्डनेस टेस्ट कराई थी।)\n[48s] AGENT: Yes, okay, just send the specifications and all once, then I will be able to tell you. (हां ठीक है एक बारी ना स्पेसिफिकेशन वगैरह भेजो तो मैं बता पाऊंगा आपको।)\n[50s] CUSTOMER: Are you in Ghaziabad? (आप गाजियाबाद में?)\n[51s] AGENT: Yes, in Ghaziabad only, sir. (हां गाजियाबाद में ही है सर।)\n[52s] CUSTOMER: Yes, the call had come from there only, I had spoken to someone. (हां वहीं से ही फोन आया था, बात हुई थी मेरी किसी से।)\n[53s] AGENT: Okay, okay. Send it once, I will see if we can get something done, then I'll let you know. Okay? (अच्छा अच्छा। भेजना आप एक बारी मैं देख लेता हूं कुछ करवा पाएंगे तो आपको बताता हूं। ठीक है?)\n[57s] CUSTOMER: Okay, okay. (ठीक है, ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 31, "connected": 1, "audio_notes": "clear: The first turn from the customer seems like background conversation before the main call connects, but it is transcribed as spoken.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "31 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": 1.0, "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": "You did a good job trying to understand the customer's technical problem, but you must still execute the core pitch steps: use a hook to create interest and always close with a specific, committed next action you will take.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "spec_not_available", "supply_details": "Customer requires a very specific low-carbon/low-hardness HR plate which the agent could not confirm from available stock without further details.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a manufacturer, is following up on a previous interaction where the material was too hard for their embossing process. They need 12mm soft HR plate, approx 4-5 MT/month. The agent was reactive, trying to understand the technical need (low carbon) but failed to follow the pitch structure. The call ended with the agent asking the customer to send detailed specs to check availability, with a vague promise to follow up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"हां हां जी हां जी सर गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"सर One e-commerce platform है JSW Group का। ऑनलाइन स्टील बेचते हैं इधर। तो कुछ रिक्वायरमेंट हो तो बताइए।\", \"comment\": \"Agent gave a generic company introduction instead of a specific supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"How much do you need?\", \"comment\": \"Agent covered quantity and application (embossing), but did not ask about current suppliers, JSW share, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent suggested product grades but did not pitch any of the standard JSW One USPs like test certificates or delivery speed.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"अच्छा 12 mm की प्लेट बट सॉफ्ट टाइप।\", \"comment\": \"Agent captured thickness and type but failed to get a complete, actionable requirement (e.g., width, specific grade, delivery date).\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"भेजना आप एक बारी मैं देख लेता हूं कुछ करवा पाएंगे तो आपको बताता हूं। ठीक है?\", \"comment\": \"The next step is vague and places the onus on the customer, with no firm commitment or timeline from the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You did a good job trying to understand the customer's technical problem, but you must still execute the core pitch steps: use a hook to create interest and always close with a specific, committed next action you will take.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requires a very specific low-carbon/low-hardness HR plate which the agent could not confirm from available stock without further details.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a manufacturer, is following up on a previous interaction where the material was too hard for their embossing process. They need 12mm soft HR plate, approx 4-5 MT/month. The agent was reactive, trying to understand the technical need (low carbon) but failed to follow the pitch structure. The call ended with the agent asking the customer to send detailed specs to check availability, with a vague promise to follow up.\"}", "error": null, "latency_ms": 41275, "input_tokens": 3681, "output_tokens": 854, "created_at": "2026-09-25 11:13:31", "sentiment": "positive", "sentiment_score": 0.418, "sentiment_confidence": "high", "pos": 6, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.492, "agent_talk_sec": 25.3, "customer_talk_sec": 26.1, "dead_air_sec": 68.6, "longest_monologue_sec": 4.5, "agent_wpm": 360.5, "interruptions": 0, "agent_turns": 14, "customer_turns": 17, "discovery_qs": 5, "words_agent": 152, "words_customer": 155, "monologue_heavy": 0, "turns": [ { "ucid": "21112178895290422", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 1.9, "text_en": "Just got this written, one piece of 15 mm.", "text_native": "ये लिखाया बस 15 mm का एक पीस।" }, { "ucid": "21112178895290422", "idx": 1, "speaker": "customer", "start_s": 2.3, "end_s": 2.7, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178895290422", "idx": 2, "speaker": "agent", "start_s": 3.0, "end_s": 3.5, "text_en": "Yes, brother.", "text_native": "हां जी भैया जी।" }, { "ucid": "21112178895290422", "idx": 3, "speaker": "customer", "start_s": 3.5, "end_s": 3.8, "text_en": "And this", "text_native": "और ये" }, { "ucid": "21112178895290422", "idx": 4, "speaker": "agent", "start_s": 3.9, "end_s": 6.8, "text_en": "Yes, yes, yes sir, good evening. This is Karthik speaking from JSW One.", "text_native": "हां हां जी हां जी सर गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।" }, { "ucid": "21112178895290422", "idx": 5, "speaker": "customer", "start_s": 7.3, "end_s": 7.8, "text_en": "JSW One.", "text_native": "JSW One." }, { "ucid": "21112178895290422", "idx": 6, "speaker": "customer", "start_s": 8.2, "end_s": 8.7, "text_en": "What is this One?", "text_native": "One क्या है ये?" }, { "ucid": "21112178895290422", "idx": 7, "speaker": "agent", "start_s": 8.8, "end_s": 12.6, "text_en": "Sir, One is an e-commerce platform of the JSW Group. We sell steel online here. So if you have any requirement, please let me know.", "text_native": "सर One e-commerce platform है JSW Group का। ऑनलाइन स्टील बेचते हैं इधर। तो कुछ रिक्वायरमेंट हो तो बताइए।" }, { "ucid": "21112178895290422", "idx": 8, "speaker": "customer", "start_s": 12.7, "end_s": 16.0, "text_en": "Yes, we spoke earlier. The hardness was very high in the material, right? I had received a technical sheet.", "text_native": "हां वो पहले बात हुई थी। वो हार्डनेस बहुत थी ना माल में। एक मेरे को टेक्निकल शीट आई थी।" }, { "ucid": "21112178895290422", "idx": 9, "speaker": "agent", "start_s": 16.0, "end_s": 16.8, "text_en": "Do you ask for high hardness?", "text_native": "हार्डनेस ज्यादा मांगते हो आप?" }, { "ucid": "21112178895290422", "idx": 10, "speaker": "customer", "start_s": 16.9, "end_s": 18.2, "text_en": "No, I need very low carbon.", "text_native": "नहीं, बहुत कम चाहिए होती है मुझे कार्बन।" }, { "ucid": "21112178895290422", "idx": 11, "speaker": "agent", "start_s": 18.3, "end_s": 19.8, "text_en": "Okay, so you need YF less than 250?", "text_native": "अच्छा, मतलब 250 से भी कम चाहिए YF?" }, { "ucid": "21112178895290422", "idx": 12, "speaker": "customer", "start_s": 19.9, "end_s": 20.2, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178895290422", "idx": 13, "speaker": "agent", "start_s": 20.5, "end_s": 21.1, "text_en": "How much do you need?", "text_native": "कितना लगता है आपको?" }, { "ucid": "21112178895290422", "idx": 14, "speaker": "customer", "start_s": 21.4, "end_s": 23.2, "text_en": "It would be an estimate of four to five tonnes a month.", "text_native": "अंदाजा होगा चार-पांच टन महीने का होगा।" }, { "ucid": "21112178895290422", "idx": 15, "speaker": "agent", "start_s": 23.3, "end_s": 23.6, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178895290422", "idx": 16, "speaker": "customer", "start_s": 24.0, "end_s": 28.0, "text_en": "Otherwise, if it's a soft material, you know... soft material... actually, in this, we have to do embossing with a roller.", "text_native": "नहीं तो सॉफ्ट मटेरियल अगर हो ना, सॉफ्ट मटेरियल एक्चुअली इसमें ना हमें एम्बॉसिंग करनी होती है रोलर से।" }, { "ucid": "21112178895290422", "idx": 17, "speaker": "agent", "start_s": 28.1, "end_s": 28.4, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178895290422", "idx": 18, "speaker": "customer", "start_s": 28.7, "end_s": 30.9, "text_en": "So with hard material, our rollers break and it takes a lot of time.", "text_native": "तो हार्ड में रोलर हमारे टूट जाते हैं और टाइम बहुत लगता है।" }, { "ucid": "21112178895290422", "idx": 19, "speaker": "agent", "start_s": 31.0, "end_s": 35.5, "text_en": "Okay, okay. Then, materials like Grade Two, or the HR 34 that are available, those grades are soft, you can get those, sir.", "text_native": "अच्छा अच्छा। फिर जो जैसे ग्रेड टू का मटेरियल हो गया या फिर एचआर थ्री फोर आते हैं, वो ग्रेड सॉफ्ट होते हैं, वो मिल जाएंगे सर।" }, { "ucid": "21112178895290422", "idx": 20, "speaker": "customer", "start_s": 35.8, "end_s": 37.9, "text_en": "It should be soft, but the plate thickness needs to be 12 mm.", "text_native": "सॉफ्ट होना चाहिए और लेकिन प्लेट की थिकनेस 12 mm चाहिए होती है।" }, { "ucid": "21112178895290422", "idx": 21, "speaker": "agent", "start_s": 38.2, "end_s": 39.5, "text_en": "Okay, a 12 mm plate but soft type.", "text_native": "अच्छा 12 mm की प्लेट बट सॉफ्ट टाइप।" }, { "ucid": "21112178895290422", "idx": 22, "speaker": "customer", "start_s": 39.6, "end_s": 39.9, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178895290422", "idx": 23, "speaker": "agent", "start_s": 40.0, "end_s": 42.7, "text_en": "To make it soft, sir, do you know what carbon percentage you need, below what level?", "text_native": "सॉफ्ट करने के लिए सर अब कार्बन परसेंटेज आपको पता है कितने से नीचे चाहिए होता है?" }, { "ucid": "21112178895290422", "idx": 24, "speaker": "customer", "start_s": 43.1, "end_s": 47.5, "text_en": "Uh, I do have it. I will either message you, or you just send me a 'hello hi'. Then I will send it to you. I had the hardness tested once.", "text_native": "अह है तो। मैं आपको या तो मैसेज या मेरे को एक बार थोड़ा सा हेलो हाय डालना। मैं आपको फिर वो भेजता हूं। वो मैंने एक बार हार्डनेस टेस्ट कराई थी।" }, { "ucid": "21112178895290422", "idx": 25, "speaker": "agent", "start_s": 47.6, "end_s": 49.8, "text_en": "Yes, okay, just send the specifications and all once, then I will be able to tell you.", "text_native": "हां ठीक है एक बारी ना स्पेसिफिकेशन वगैरह भेजो तो मैं बता पाऊंगा आपको।" }, { "ucid": "21112178895290422", "idx": 26, "speaker": "customer", "start_s": 49.9, "end_s": 50.5, "text_en": "Are you in Ghaziabad?", "text_native": "आप गाजियाबाद में?" }, { "ucid": "21112178895290422", "idx": 27, "speaker": "agent", "start_s": 50.7, "end_s": 51.4, "text_en": "Yes, in Ghaziabad only, sir.", "text_native": "हां गाजियाबाद में ही है सर।" }, { "ucid": "21112178895290422", "idx": 28, "speaker": "customer", "start_s": 51.5, "end_s": 53.2, "text_en": "Yes, the call had come from there only, I had spoken to someone.", "text_native": "हां वहीं से ही फोन आया था, बात हुई थी मेरी किसी से।" }, { "ucid": "21112178895290422", "idx": 29, "speaker": "agent", "start_s": 53.3, "end_s": 56.5, "text_en": "Okay, okay. Send it once, I will see if we can get something done, then I'll let you know. Okay?", "text_native": "अच्छा अच्छा। भेजना आप एक बारी मैं देख लेता हूं कुछ करवा पाएंगे तो आपको बताता हूं। ठीक है?" }, { "ucid": "21112178895290422", "idx": 30, "speaker": "customer", "start_s": 56.6, "end_s": 57.1, "text_en": "Okay, okay.", "text_native": "ठीक है, ठीक है।" } ], "steps": [ { "ucid": "21112178895290422", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "हां हां जी हां जी सर गुड इवनिंग। कार्तिक बात कर रहा था JSW One से।", "comment": "Agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178895290422", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "सर One e-commerce platform है JSW Group का। ऑनलाइन स्टील बेचते हैं इधर। तो कुछ रिक्वायरमेंट हो तो बताइए।", "comment": "Agent gave a generic company introduction instead of a specific supply or price hook." }, { "ucid": "21112178895290422", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "How much do you need?", "comment": "Agent covered quantity and application (embossing), but did not ask about current suppliers, JSW share, or payment terms." }, { "ucid": "21112178895290422", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent suggested product grades but did not pitch any of the standard JSW One USPs like test certificates or delivery speed." }, { "ucid": "21112178895290422", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "अच्छा 12 mm की प्लेट बट सॉफ्ट टाइप।", "comment": "Agent captured thickness and type but failed to get a complete, actionable requirement (e.g., width, specific grade, delivery date)." }, { "ucid": "21112178895290422", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "भेजना आप एक बारी मैं देख लेता हूं कुछ करवा पाएंगे तो आपको बताता हूं। ठीक है?", "comment": "The next step is vague and places the onus on the customer, with no firm commitment or timeline from the agent." } ], "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": [] }