{ "ucid": "21112178895301641", "call_date": "2026-09-09", "start_time": "2026-09-09 16:53:36", "end_time": "2026-09-09 16:56:02", "duration_sec": 146, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAadef0785d658f6af587a7172f0871bc0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 461, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178895301641__DIAadef0785d658f6af587a7172f0871bc0.mp3", "audio_bytes": 360072, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 120.024, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello, am I speaking to Sanjay ji? I am Ronak Mehta calling from JSW One. Do you have any procurement plan for MS items right now, for HR sheets, in coils? (हॅलो, मैं संजय जी बोल रहे हैं? मैं रौनक मेहता बात कर रहा हूं जेएसडब्ल्यू वन से। कुछ अभी एम एस चीज में कुछ प्लान आ रहा है अभी आपका प्रोक्योरमेंट का एच आर शीट्स में, कॉइल्स में?)\n[9s] CUSTOMER: Not right now, no. (अभी तो नहीं है जी कोई।)\n[10s] AGENT: Have you already procured or is this month's procurement still pending? (ले लिया या बाकी है अभी आपका ये मंथ का प्रोक्योरमेंट?)\n[13s] CUSTOMER: Brother, the market is so expensive right now, we are only buying what is an emergency. (भैया जी अभी तो मार्केट इतनी महंगी है ना, हम तो वही ले रहे हैं जो इमरजेंसी है।)\n[17s] AGENT: I know sir, the market is going to go up even more, the pricings are increasing. 61, 62 rates are going on right now. (आई नो सर, मार्केट तो अभी और अप होने वाला है, प्राइसिंग्स तो और बढ़ ही रही है। 61, 62 रेट्स रेट्स चल रहा है अभी तो।)\n[22s] CUSTOMER: What rate is going on now? (क्या रेट चल रहा है अभी?)\n[24s] AGENT: 61, 62 rates are going on now, ex. (61, 62 रेट्स चल रहा है अभी, एक्स।)\n[26s] CUSTOMER: And in E350? (और ई तीन सौ पचास में?)\n[27s] AGENT: In what? (किस में?)\n[28s] CUSTOMER: What's the rate for E350? (ई तीन सौ पचास में क्या चल रहा है?)\n[30s] AGENT: In E350? (ई तीन सौ पचास में?)\n[31s] CUSTOMER: Yes. (हां जी।)\n[31s] AGENT: I will have to check its price once. (एक बार उसका मुझे प्राइस चेक करना पड़ेगा ये।)\n[33s] CUSTOMER: Yes, check and tell me. That's what we use, we don't use the normal grade. (हां चेक करके बताओ। वही चलता है हमारे यहां, नॉर्मल ग्रेड नहीं चलता।)\n[36s] AGENT: Understood. So what is your requirement in tons right now? Because from the 12th, the pricing is going to go up by another two rupees. (अंडरस्टुड। तो आपको कितना टन की रिक्वायरमेंट है अभी? क्योंकि अभी है ना बारह तारीख से प्राइसिंग और दो रुपया अप होने वाली है।)\n[41s] CUSTOMER: I need 15 tons of material. (वो तो चाहिए पंद्रह टन माल।)\n[43s] AGENT: 15 tons of material. In E350 A, right? (पंद्रह टन माल। ई थ्री फिफ्टी ए में ना?)\n[44s] CUSTOMER: Yes. (हां जी।)\n[45s] AGENT: One second, okay. You need 15 tons, and what will be the dimensions of your sheet? What is the thickness? (एक सेकंड हां। पंद्रह टन चाहिए आपको और क्या डाइमेंशंस रहेंगे आपकी शीट के? कितना थिकनेस है?)\n[49s] CUSTOMER: 12 mm, 1500 by 6300. (बारह एम एम, पंद्रह सौ बाय तिरेसठ सौ।)\n[51s] AGENT: 1200... in 12 12 mm, how much? (बारह सौ... बारह बारह एम एम में कितना?)\n[53s] CUSTOMER: 1500 by... (पंद्रह सौ बाय...)\n[53s] AGENT: 1500... (पंद्रह सौ...)\n[54s] CUSTOMER: 63... 1250 sorry, 1250 by 6300. (तिरेसठ... बारह सौ पचास सॉरी, बारह सौ पचास बाय तिरेसठ सौ।)\n[56s] AGENT: 1250 by 6300. (बारह सौ पचास बाय तिरेसठ सौ।)\n[58s] CUSTOMER: Yes. (हां जी।)\n[58s] AGENT: 6300, right? (छह तीन सौ ना?)\n[60s] CUSTOMER: Yes yes, E350. (हां जी हां जी, ई तीन सौ पचास।)\n[61s] AGENT: Okay. 12 mm into 1250 into 6300. You need 15 tons, right? Okay. I will check the pricing and quote it to you, okay? (ठीक है। बारह एम एम इनटू ट्वेल्व फिफ्टी इनटू सिक्स थाउजेंड थ्री हंड्रेड। पंद्रह टन चाहिए ना आपको? ठीक है। मैं चेक करता हूं प्राइसिंग आपको कोट करता हूं, ठीक है?)\n[67s] CUSTOMER: Okay. (ठीक है जी।)\n[68s] AGENT: Okay, fine. Thank you, sir. Bye. (ओके, फाइन। थैंक यू, सर। बाय।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 31, "connected": 1, "audio_notes": "clear: The conversation is clear with standard code-mixing of English steel industry terms.", "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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You successfully captured the customer's immediate requirement, but you missed the entire discovery phase. Without asking about their business or current suppliers, you cannot build rapport or tailor a compelling pitch.", "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 was initially hesitant to buy due to high market prices. The agent used price urgency to re-engage the customer, who then specified a 15-ton requirement for E350 grade HR sheets. The agent captured the material specifications but did no business discovery, ending the call by promising to check the price and send a quote.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly into a question about procurement plans.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I know sir, the market is going to go up even more, the pricings are increasing. 61, 62 rates are going on right now.\", \"comment\": \"After the customer mentioned high prices, the agent successfully used price-increase urgency as a hook, which prompted the customer to engage.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero of the six required discovery questions, moving directly from the hook to qualifying a specific requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any JSW One USPs; the conversation was limited to market price and capturing the customer's spec.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: 12 mm into 1250 into 6300. You need 15 tons, right?\", \"comment\": \"The agent successfully captured the key details of the customer's requirement: quantity, grade, thickness, and dimensions.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I will check the pricing and quote it to you, okay?\", \"comment\": \"The agent established a clear next step by committing to send a quote for the specified material.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You successfully captured the customer's immediate requirement, but you missed the entire discovery phase. Without asking about their business or current suppliers, you cannot build rapport or tailor a compelling pitch.\", \"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\": \"handled\", \"evidence\": \"Brother, the market is so expensive right now, we are only buying what is an emergency.\", \"response\": \"I know sir, the market is going to go up even more, the pricings are increasing. 61, 62 rates are going on right now.\"}], \"call_summary\": \"The agent contacted a customer who was initially hesitant to buy due to high market prices. The agent used price urgency to re-engage the customer, who then specified a 15-ton requirement for E350 grade HR sheets. The agent captured the material specifications but did no business discovery, ending the call by promising to check the price and send a quote.\"}", "error": null, "latency_ms": 40819, "input_tokens": 3764, "output_tokens": 890, "created_at": "2026-09-25 11:13:30", "sentiment": "neutral", "sentiment_score": -0.024, "sentiment_confidence": "high", "pos": 5, "neg": 6, "lex_hits": 8, "objection_phrases": "[\"price\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.684, "agent_talk_sec": 39.8, "customer_talk_sec": 18.4, "dead_air_sec": 87.8, "longest_monologue_sec": 6.8, "agent_wpm": 274.4, "interruptions": 0, "agent_turns": 16, "customer_turns": 15, "discovery_qs": 13, "words_agent": 182, "words_customer": 75, "monologue_heavy": 0, "turns": [ { "ucid": "21112178895301641", "idx": 0, "speaker": "agent", "start_s": 1.37, "end_s": 8.21, "text_en": "Hello, am I speaking to Sanjay ji? I am Ronak Mehta calling from JSW One. Do you have any procurement plan for MS items right now, for HR sheets, in coils?", "text_native": "हॅलो, मैं संजय जी बोल रहे हैं? मैं रौनक मेहता बात कर रहा हूं जेएसडब्ल्यू वन से। कुछ अभी एम एस चीज में कुछ प्लान आ रहा है अभी आपका प्रोक्योरमेंट का एच आर शीट्स में, कॉइल्स में?" }, { "ucid": "21112178895301641", "idx": 1, "speaker": "customer", "start_s": 8.73, "end_s": 9.7, "text_en": "Not right now, no.", "text_native": "अभी तो नहीं है जी कोई।" }, { "ucid": "21112178895301641", "idx": 2, "speaker": "agent", "start_s": 10.3, "end_s": 12.38, "text_en": "Have you already procured or is this month's procurement still pending?", "text_native": "ले लिया या बाकी है अभी आपका ये मंथ का प्रोक्योरमेंट?" }, { "ucid": "21112178895301641", "idx": 3, "speaker": "customer", "start_s": 12.78, "end_s": 16.1, "text_en": "Brother, the market is so expensive right now, we are only buying what is an emergency.", "text_native": "भैया जी अभी तो मार्केट इतनी महंगी है ना, हम तो वही ले रहे हैं जो इमरजेंसी है।" }, { "ucid": "21112178895301641", "idx": 4, "speaker": "agent", "start_s": 16.56, "end_s": 21.8, "text_en": "I know sir, the market is going to go up even more, the pricings are increasing. 61, 62 rates are going on right now.", "text_native": "आई नो सर, मार्केट तो अभी और अप होने वाला है, प्राइसिंग्स तो और बढ़ ही रही है। 61, 62 रेट्स रेट्स चल रहा है अभी तो।" }, { "ucid": "21112178895301641", "idx": 5, "speaker": "customer", "start_s": 22.5, "end_s": 23.38, "text_en": "What rate is going on now?", "text_native": "क्या रेट चल रहा है अभी?" }, { "ucid": "21112178895301641", "idx": 6, "speaker": "agent", "start_s": 23.6, "end_s": 25.5, "text_en": "61, 62 rates are going on now, ex.", "text_native": "61, 62 रेट्स चल रहा है अभी, एक्स।" }, { "ucid": "21112178895301641", "idx": 7, "speaker": "customer", "start_s": 25.9, "end_s": 27.1, "text_en": "And in E350?", "text_native": "और ई तीन सौ पचास में?" }, { "ucid": "21112178895301641", "idx": 8, "speaker": "agent", "start_s": 27.2, "end_s": 27.7, "text_en": "In what?", "text_native": "किस में?" }, { "ucid": "21112178895301641", "idx": 9, "speaker": "customer", "start_s": 28.1, "end_s": 29.4, "text_en": "What's the rate for E350?", "text_native": "ई तीन सौ पचास में क्या चल रहा है?" }, { "ucid": "21112178895301641", "idx": 10, "speaker": "agent", "start_s": 29.8, "end_s": 30.4, "text_en": "In E350?", "text_native": "ई तीन सौ पचास में?" }, { "ucid": "21112178895301641", "idx": 11, "speaker": "customer", "start_s": 30.7, "end_s": 31.0, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178895301641", "idx": 12, "speaker": "agent", "start_s": 31.4, "end_s": 32.9, "text_en": "I will have to check its price once.", "text_native": "एक बार उसका मुझे प्राइस चेक करना पड़ेगा ये।" }, { "ucid": "21112178895301641", "idx": 13, "speaker": "customer", "start_s": 33.2, "end_s": 35.5, "text_en": "Yes, check and tell me. That's what we use, we don't use the normal grade.", "text_native": "हां चेक करके बताओ। वही चलता है हमारे यहां, नॉर्मल ग्रेड नहीं चलता।" }, { "ucid": "21112178895301641", "idx": 14, "speaker": "agent", "start_s": 35.8, "end_s": 40.0, "text_en": "Understood. So what is your requirement in tons right now? Because from the 12th, the pricing is going to go up by another two rupees.", "text_native": "अंडरस्टुड। तो आपको कितना टन की रिक्वायरमेंट है अभी? क्योंकि अभी है ना बारह तारीख से प्राइसिंग और दो रुपया अप होने वाली है।" }, { "ucid": "21112178895301641", "idx": 15, "speaker": "customer", "start_s": 40.8, "end_s": 42.4, "text_en": "I need 15 tons of material.", "text_native": "वो तो चाहिए पंद्रह टन माल।" }, { "ucid": "21112178895301641", "idx": 16, "speaker": "agent", "start_s": 42.7, "end_s": 44.1, "text_en": "15 tons of material. In E350 A, right?", "text_native": "पंद्रह टन माल। ई थ्री फिफ्टी ए में ना?" }, { "ucid": "21112178895301641", "idx": 17, "speaker": "customer", "start_s": 44.4, "end_s": 44.7, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178895301641", "idx": 18, "speaker": "agent", "start_s": 45.0, "end_s": 48.8, "text_en": "One second, okay. You need 15 tons, and what will be the dimensions of your sheet? What is the thickness?", "text_native": "एक सेकंड हां। पंद्रह टन चाहिए आपको और क्या डाइमेंशंस रहेंगे आपकी शीट के? कितना थिकनेस है?" }, { "ucid": "21112178895301641", "idx": 19, "speaker": "customer", "start_s": 49.2, "end_s": 51.1, "text_en": "12 mm, 1500 by 6300.", "text_native": "बारह एम एम, पंद्रह सौ बाय तिरेसठ सौ।" }, { "ucid": "21112178895301641", "idx": 20, "speaker": "agent", "start_s": 51.4, "end_s": 52.7, "text_en": "1200... in 12 12 mm, how much?", "text_native": "बारह सौ... बारह बारह एम एम में कितना?" }, { "ucid": "21112178895301641", "idx": 21, "speaker": "customer", "start_s": 52.9, "end_s": 53.4, "text_en": "1500 by...", "text_native": "पंद्रह सौ बाय..." }, { "ucid": "21112178895301641", "idx": 22, "speaker": "agent", "start_s": 53.4, "end_s": 53.9, "text_en": "1500...", "text_native": "पंद्रह सौ..." }, { "ucid": "21112178895301641", "idx": 23, "speaker": "customer", "start_s": 54.1, "end_s": 56.1, "text_en": "63... 1250 sorry, 1250 by 6300.", "text_native": "तिरेसठ... बारह सौ पचास सॉरी, बारह सौ पचास बाय तिरेसठ सौ।" }, { "ucid": "21112178895301641", "idx": 24, "speaker": "agent", "start_s": 56.4, "end_s": 58.0, "text_en": "1250 by 6300.", "text_native": "बारह सौ पचास बाय तिरेसठ सौ।" }, { "ucid": "21112178895301641", "idx": 25, "speaker": "customer", "start_s": 58.0, "end_s": 58.3, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178895301641", "idx": 26, "speaker": "agent", "start_s": 58.4, "end_s": 59.4, "text_en": "6300, right?", "text_native": "छह तीन सौ ना?" }, { "ucid": "21112178895301641", "idx": 27, "speaker": "customer", "start_s": 59.7, "end_s": 60.7, "text_en": "Yes yes, E350.", "text_native": "हां जी हां जी, ई तीन सौ पचास।" }, { "ucid": "21112178895301641", "idx": 28, "speaker": "agent", "start_s": 61.0, "end_s": 66.8, "text_en": "Okay. 12 mm into 1250 into 6300. You need 15 tons, right? Okay. I will check the pricing and quote it to you, okay?", "text_native": "ठीक है। बारह एम एम इनटू ट्वेल्व फिफ्टी इनटू सिक्स थाउजेंड थ्री हंड्रेड। पंद्रह टन चाहिए ना आपको? ठीक है। मैं चेक करता हूं प्राइसिंग आपको कोट करता हूं, ठीक है?" }, { "ucid": "21112178895301641", "idx": 29, "speaker": "customer", "start_s": 67.1, "end_s": 67.6, "text_en": "Okay.", "text_native": "ठीक है जी।" }, { "ucid": "21112178895301641", "idx": 30, "speaker": "agent", "start_s": 68.0, "end_s": 69.5, "text_en": "Okay, fine. Thank you, sir. Bye.", "text_native": "ओके, फाइन। थैंक यू, सर। बाय।" } ], "steps": [ { "ucid": "21112178895301641", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak, instead jumping directly into a question about procurement plans." }, { "ucid": "21112178895301641", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: I know sir, the market is going to go up even more, the pricings are increasing. 61, 62 rates are going on right now.", "comment": "After the customer mentioned high prices, the agent successfully used price-increase urgency as a hook, which prompted the customer to engage." }, { "ucid": "21112178895301641", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked zero of the six required discovery questions, moving directly from the hook to qualifying a specific requirement." }, { "ucid": "21112178895301641", "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 JSW One USPs; the conversation was limited to market price and capturing the customer's spec." }, { "ucid": "21112178895301641", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: 12 mm into 1250 into 6300. You need 15 tons, right?", "comment": "The agent successfully captured the key details of the customer's requirement: quantity, grade, thickness, and dimensions." }, { "ucid": "21112178895301641", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: I will check the pricing and quote it to you, okay?", "comment": "The agent established a clear next step by committing to send a quote for the specified material." } ], "objections": [ { "ucid": "21112178895301641", "obj_type": "price", "state": "handled", "evidence": "Brother, the market is so expensive right now, we are only buying what is an emergency.", "response": "I know sir, the market is going to go up even more, the pricings are increasing. 61, 62 rates are going on right now." } ], "missed_steps": [ "SL1 Opener & permission", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [ "price" ] }