{ "ucid": "21112178895690271", "call_date": "2026-09-09", "start_time": "2026-09-09 17:58:22", "end_time": "2026-09-09 17:59:45", "duration_sec": 83, "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/DIAd75a6945b539fa077df6c563e9382b86.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 442, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178895690271__DIAd75a6945b539fa077df6c563e9382b86.mp3", "audio_bytes": 188784, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 62.928, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: Yes. (हां.)\n[2s] AGENT: Are you speaking from Anil Metals, sir? (अनिल मेटल्स से बात कर रहे सर?)\n[3s] CUSTOMER: Yes. (हां.)\n[4s] AGENT: Good evening, this is Abdul speaking, sir, from JSW One. (Good evening, अब्दुल बात कर रहा हूं सर मैं JSW One से।)\n[6s] CUSTOMER: Yes, yes. (हां हां।)\n[7s] AGENT: Uh sir, I called to ask, do you need steel? In HR? I called for that, sir. What sheet requirement do you have? (अ सर जी पूछने के लिए मैं कॉल किया था आपको, स्टील में लगता है क्या? HR में इसके लिए फोन किया था सर। क्या sheet का requirement है आपको?)\n[11s] CUSTOMER: Sir, what happens is, your team also met our boss over there. Nothing happens after that. Nothing happens after that. There's no point in just talking. Nothing happens after that, right? (सर वो क्या है, वो उधर भी हमारे साहब से भी मिलके गए आपकी टीम। वो आगे कुछ होता नहीं है। आगे कुछ होता नहीं है। खाली बात करके कुछ मतलब नहीं है। आगे कुछ होता ही नहीं है ना उसके।)\n[17s] AGENT: Sir, don't say that, it's nothing like that. Why wouldn't it happen? I am speaking from the new [team], from the head office. (सर ऐसा मत बोलिए, ऐसा कुछ नहीं है। क्यों नहीं होता होगा? मैं नए से बात कर रहा हूं, head office से।)\n[19s] CUSTOMER: Yes, yes, yes. (हां हां हां।)\n[20s] AGENT: I think we spoke to you in 2025, I think, okay? (I think 2025 में I think आपसे बात हुई थी, ठीक है?)\n[21s] CUSTOMER: Yes, yes. (हां हां।)\n[22s] AGENT: After that, there has been no conversation. (उसके बाद तो बात ही नहीं हुई है।)\n[23s] CUSTOMER: No, before that also many people came, many of your people also came to meet from JSW One. That's why I'm saying. (नहीं, उसके पहले भी बहुत लोग आए, आपके भी बहुत लोग आए मिलने JSW One से। इसलिए बोल रहा हूं।)\n[26s] AGENT: Those people were from the field, we sit in the head office in Mumbai, okay? (उन लोग field से थे, हम लोग head office बैठते हैं मुंबई में, ठीक है?)\n[29s] CUSTOMER: Hmm. (हम्म।)\n[29s] AGENT: So we from the head office (तो हम लोग head office से)\n[30s] CUSTOMER: Right now, not for two-three days, I am not there for two-three days. After one, two-three days, I will call you. (अभी ना, दो तीन दिन नहीं, दो तीन दिन नहीं हूं मैं। एक दो तीन दिन के बाद में मैं आपको कॉल करता हूं।)\n[34s] AGENT: Okay sir, okay. (ठीक है सर, okay.)\n[34s] CUSTOMER: Yes. (हां।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 21, "connected": 1, "audio_notes": "clear: Slight background noise is present but does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "21 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 raises a past service issue, first acknowledge their frustration, then try to regain control by asking for 30 seconds to explain what's different now.", "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 lead who immediately objected due to poor follow-up from previous JSW team interactions. The agent attempted to differentiate their team but failed to regain control of the conversation or execute any pitch steps. The customer deferred the call indefinitely, and the agent accepted without securing a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, jumping directly into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, I called to ask, do you need steel? In HR?\", \"comment\": \"Agent did not use a supply or price hook, instead opening with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was immediately derailed by a customer objection, and no discovery questions were asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and therefore no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not get to the stage of qualifying a specific requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, okay.\", \"comment\": \"Agent passively accepted the customer's vague deferral instead of proposing a specific callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past service issue, first acknowledge their frustration, then try to regain control by asking for 30 seconds to explain what's different now.\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"your team also met our boss over there. Nothing happens after that. Nothing happens after that.\", \"response\": \"Sir, don't say that, it's nothing like that. Why wouldn't it happen? I am speaking from the new [team], from the head office.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"After one, two-three days, I will call you.\", \"response\": \"Okay sir, okay.\"}], \"call_summary\": \"The agent contacted a lead who immediately objected due to poor follow-up from previous JSW team interactions. The agent attempted to differentiate their team but failed to regain control of the conversation or execute any pitch steps. The customer deferred the call indefinitely, and the agent accepted without securing a firm next step.\"}", "error": null, "latency_ms": 38849, "input_tokens": 3311, "output_tokens": 847, "created_at": "2026-09-25 11:12:19", "sentiment": "negative", "sentiment_score": -0.28, "sentiment_confidence": "high", "pos": 0, "neg": 2, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.481, "agent_talk_sec": 15.2, "customer_talk_sec": 16.4, "dead_air_sec": 51.4, "longest_monologue_sec": 3.4, "agent_wpm": 418.4, "interruptions": 0, "agent_turns": 10, "customer_turns": 11, "discovery_qs": 7, "words_agent": 106, "words_customer": 89, "monologue_heavy": 0, "turns": [ { "ucid": "21112178895690271", "idx": 0, "speaker": "customer", "start_s": 0.49, "end_s": 0.91, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178895690271", "idx": 1, "speaker": "agent", "start_s": 1.23, "end_s": 1.53, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178895690271", "idx": 2, "speaker": "customer", "start_s": 1.8, "end_s": 2.06, "text_en": "Yes.", "text_native": "हां." }, { "ucid": "21112178895690271", "idx": 3, "speaker": "agent", "start_s": 2.15, "end_s": 3.2, "text_en": "Are you speaking from Anil Metals, sir?", "text_native": "अनिल मेटल्स से बात कर रहे सर?" }, { "ucid": "21112178895690271", "idx": 4, "speaker": "customer", "start_s": 3.4, "end_s": 3.66, "text_en": "Yes.", "text_native": "हां." }, { "ucid": "21112178895690271", "idx": 5, "speaker": "agent", "start_s": 3.9, "end_s": 5.8, "text_en": "Good evening, this is Abdul speaking, sir, from JSW One.", "text_native": "Good evening, अब्दुल बात कर रहा हूं सर मैं JSW One से।" }, { "ucid": "21112178895690271", "idx": 6, "speaker": "customer", "start_s": 5.99, "end_s": 6.39, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178895690271", "idx": 7, "speaker": "agent", "start_s": 6.7, "end_s": 10.1, "text_en": "Uh sir, I called to ask, do you need steel? In HR? I called for that, sir. What sheet requirement do you have?", "text_native": "अ सर जी पूछने के लिए मैं कॉल किया था आपको, स्टील में लगता है क्या? HR में इसके लिए फोन किया था सर। क्या sheet का requirement है आपको?" }, { "ucid": "21112178895690271", "idx": 8, "speaker": "customer", "start_s": 10.51, "end_s": 16.8, "text_en": "Sir, what happens is, your team also met our boss over there. Nothing happens after that. Nothing happens after that. There's no point in just talking. Nothing happens after that, right?", "text_native": "सर वो क्या है, वो उधर भी हमारे साहब से भी मिलके गए आपकी टीम। वो आगे कुछ होता नहीं है। आगे कुछ होता नहीं है। खाली बात करके कुछ मतलब नहीं है। आगे कुछ होता ही नहीं है ना उसके।" }, { "ucid": "21112178895690271", "idx": 9, "speaker": "agent", "start_s": 16.8, "end_s": 18.99, "text_en": "Sir, don't say that, it's nothing like that. Why wouldn't it happen? I am speaking from the new [team], from the head office.", "text_native": "सर ऐसा मत बोलिए, ऐसा कुछ नहीं है। क्यों नहीं होता होगा? मैं नए से बात कर रहा हूं, head office से।" }, { "ucid": "21112178895690271", "idx": 10, "speaker": "customer", "start_s": 19.09, "end_s": 19.5, "text_en": "Yes, yes, yes.", "text_native": "हां हां हां।" }, { "ucid": "21112178895690271", "idx": 11, "speaker": "agent", "start_s": 19.5, "end_s": 21.2, "text_en": "I think we spoke to you in 2025, I think, okay?", "text_native": "I think 2025 में I think आपसे बात हुई थी, ठीक है?" }, { "ucid": "21112178895690271", "idx": 12, "speaker": "customer", "start_s": 21.3, "end_s": 21.7, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178895690271", "idx": 13, "speaker": "agent", "start_s": 21.8, "end_s": 22.7, "text_en": "After that, there has been no conversation.", "text_native": "उसके बाद तो बात ही नहीं हुई है।" }, { "ucid": "21112178895690271", "idx": 14, "speaker": "customer", "start_s": 22.7, "end_s": 26.2, "text_en": "No, before that also many people came, many of your people also came to meet from JSW One. That's why I'm saying.", "text_native": "नहीं, उसके पहले भी बहुत लोग आए, आपके भी बहुत लोग आए मिलने JSW One से। इसलिए बोल रहा हूं।" }, { "ucid": "21112178895690271", "idx": 15, "speaker": "agent", "start_s": 26.2, "end_s": 28.7, "text_en": "Those people were from the field, we sit in the head office in Mumbai, okay?", "text_native": "उन लोग field से थे, हम लोग head office बैठते हैं मुंबई में, ठीक है?" }, { "ucid": "21112178895690271", "idx": 16, "speaker": "customer", "start_s": 28.8, "end_s": 29.1, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178895690271", "idx": 17, "speaker": "agent", "start_s": 29.1, "end_s": 29.7, "text_en": "So we from the head office", "text_native": "तो हम लोग head office से" }, { "ucid": "21112178895690271", "idx": 18, "speaker": "customer", "start_s": 29.7, "end_s": 33.6, "text_en": "Right now, not for two-three days, I am not there for two-three days. After one, two-three days, I will call you.", "text_native": "अभी ना, दो तीन दिन नहीं, दो तीन दिन नहीं हूं मैं। एक दो तीन दिन के बाद में मैं आपको कॉल करता हूं।" }, { "ucid": "21112178895690271", "idx": 19, "speaker": "agent", "start_s": 33.7, "end_s": 34.4, "text_en": "Okay sir, okay.", "text_native": "ठीक है सर, okay." }, { "ucid": "21112178895690271", "idx": 20, "speaker": "customer", "start_s": 34.5, "end_s": 34.8, "text_en": "Yes.", "text_native": "हां।" } ], "steps": [ { "ucid": "21112178895690271", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak, jumping directly into the reason for the call." }, { "ucid": "21112178895690271", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, I called to ask, do you need steel? In HR?", "comment": "Agent did not use a supply or price hook, instead opening with a direct question about requirements." }, { "ucid": "21112178895690271", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was immediately derailed by a customer objection, and no discovery questions were asked." }, { "ucid": "21112178895690271", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was conducted, and therefore no USPs were pitched." }, { "ucid": "21112178895690271", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not get to the stage of qualifying a specific requirement." }, { "ucid": "21112178895690271", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, okay.", "comment": "Agent passively accepted the customer's vague deferral instead of proposing a specific callback time." } ], "objections": [ { "ucid": "21112178895690271", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "your team also met our boss over there. Nothing happens after that. Nothing happens after that.", "response": "Sir, don't say that, it's nothing like that. Why wouldn't it happen? I am speaking from the new [team], from the head office." }, { "ucid": "21112178895690271", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "After one, two-three days, I will call you.", "response": "Okay sir, okay." } ], "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": [] }