{ "ucid": "21112178895810051", "call_date": "2026-09-09", "start_time": "2026-09-09 18:18:20", "end_time": "2026-09-09 18:19:50", "duration_sec": 90, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA62af6bb5ed2516f95f99a7ab27b49eca.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 438, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178895810051__DIA62af6bb5ed2516f95f99a7ab27b49eca.mp3", "audio_bytes": 200016, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 66.672, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] AGENT: Hello, am I speaking with Rahul ji from Ravindra Engineering? (हॅलो, ये राहुल जी बात कर रहे है रविंद्र इंजीनियरिंग से?)\n[8s] CUSTOMER: Yes. (हांजी।)\n[9s] AGENT: I was calling from JSW One, sir. Greetings. (JSW One से बात कर रहा था सर, नमस्कार।)\n[11s] CUSTOMER: From where? (कहां से?)\n[12s] AGENT: JSW One, Jindal Steel. (JSW One, जिंदल स्टील।)\n[14s] CUSTOMER: Yes, yes. (जी, जी।)\n[15s] AGENT: Sir, is there any requirement at Ravindra Engineering right now? Your account has been registered for a long time. (सर ये रविंद्र इंजीनियरिंग में कोई रिक्वायरमेंट है अभी? काफी टाइम से रजिस्टर्ड था आपका अकाउंट।)\n[18s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[19s] AGENT: HR, CR or anything?\n[21s] CUSTOMER: Right now there is nothing, sir. (अभी तो कुछ नहीं है सर।)\n[22s] AGENT: Nothing right now? (अभी कुछ नहीं है?)\n[24s] CUSTOMER: Hmm hmm. There is a requirement, but it doesn't get fulfilled from your side. The thing with you is that my freight cost is not that much. (हम्म हम्म। रिक्वायरमेंट होती है बट वो फुलफिल नहीं हो पाती आपकी तरफ से ना। आपके क्या है कि वो इतना तो मेरा भाड़ा ही नहीं।)\n[28s] AGENT: Not the freight? I will get the freight arranged. I mean, if you want, you can arrange your own vehicle in the case of HR at my yard. (भाड़ा नहीं? भाड़ा तो मैं करा दूंगा। मतलब आप चाहो तो अपनी गाड़ी भी लगा सकते हो HR के केस में मेरे यार्ड पे।)\n[32s] CUSTOMER: No, but mine comes by tractor itself. (नहीं तो मेरा तो ट्रैक्टर से ही आ जाता है ना।)\n[34s] AGENT: Then you arrange your own vehicle and take the material by tractor. I will give a good rate for my yard anyway. For HR. (तो आप अपनी गाड़ी लगा के ट्रैक्टर से ले लो मटेरियल। मैं तो बढ़िया रेट दूंगा ही अपने यार्ड का। HR का।)\n[38s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[39s] CUSTOMER: No problem, you send me your WhatsApp. We'll see how it goes. (कोई नहीं, आप मेरेको WhatsApp डाल दो अपना। देख लेते हैं किस हिसाब से।)\n[42s] AGENT: Okay sir. Okay. (ठीक है सर। ओके।)\n[44s] CUSTOMER: Okay. (ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "clear: Some background office noise is present but does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 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": "You must follow the basic call structure: open, provide a value hook, then discover the customer's needs before trying to close.", "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 who had a pre-existing objection about high freight costs. The agent successfully handled this by offering an ex-yard price, but failed to conduct any discovery or secure a concrete next step, ending the call on the customer's vague request to receive a WhatsApp message.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified JSW One, but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions; the conversation was sidetracked by an objection.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only offered a 'good rate' in response to an objection, not as part of a structured pitch.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, is there any requirement at Ravindra Engineering right now?\", \"comment\": \"Agent asked if a requirement existed but failed to probe for any specific details (grade, qty, etc.) when the customer confirmed they have needs.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent accepted the customer's brush-off to 'send WhatsApp', which is not a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the basic call structure: open, provide a value hook, then discover the customer's needs before trying to close.\", \"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\": \"The thing with you is that my freight cost is not that much.\", \"response\": \"Then you arrange your own vehicle and take the material by tractor. I will give a good rate for my yard anyway. For HR.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"No problem, you send me your WhatsApp. We'll see how it goes.\", \"response\": \"Okay sir. Okay.\"}], \"call_summary\": \"The agent contacted a manufacturing lead who had a pre-existing objection about high freight costs. The agent successfully handled this by offering an ex-yard price, but failed to conduct any discovery or secure a concrete next step, ending the call on the customer's vague request to receive a WhatsApp message.\"}", "error": null, "latency_ms": 44017, "input_tokens": 3172, "output_tokens": 855, "created_at": "2026-09-25 11:12:21", "sentiment": "neutral", "sentiment_score": 0.067, "sentiment_confidence": "high", "pos": 6, "neg": 5, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.614, "agent_talk_sec": 19.9, "customer_talk_sec": 12.5, "dead_air_sec": 57.6, "longest_monologue_sec": 3.8, "agent_wpm": 310.6, "interruptions": 0, "agent_turns": 9, "customer_turns": 10, "discovery_qs": 5, "words_agent": 103, "words_customer": 62, "monologue_heavy": 0, "turns": [ { "ucid": "21112178895810051", "idx": 0, "speaker": "agent", "start_s": 5.38, "end_s": 8.03, "text_en": "Hello, am I speaking with Rahul ji from Ravindra Engineering?", "text_native": "हॅलो, ये राहुल जी बात कर रहे है रविंद्र इंजीनियरिंग से?" }, { "ucid": "21112178895810051", "idx": 1, "speaker": "customer", "start_s": 8.25, "end_s": 8.7, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178895810051", "idx": 2, "speaker": "agent", "start_s": 8.9, "end_s": 10.68, "text_en": "I was calling from JSW One, sir. Greetings.", "text_native": "JSW One से बात कर रहा था सर, नमस्कार।" }, { "ucid": "21112178895810051", "idx": 3, "speaker": "customer", "start_s": 11.1, "end_s": 11.6, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178895810051", "idx": 4, "speaker": "agent", "start_s": 11.88, "end_s": 13.4, "text_en": "JSW One, Jindal Steel.", "text_native": "JSW One, जिंदल स्टील।" }, { "ucid": "21112178895810051", "idx": 5, "speaker": "customer", "start_s": 13.67, "end_s": 14.2, "text_en": "Yes, yes.", "text_native": "जी, जी।" }, { "ucid": "21112178895810051", "idx": 6, "speaker": "agent", "start_s": 14.56, "end_s": 17.8, "text_en": "Sir, is there any requirement at Ravindra Engineering right now? Your account has been registered for a long time.", "text_native": "सर ये रविंद्र इंजीनियरिंग में कोई रिक्वायरमेंट है अभी? काफी टाइम से रजिस्टर्ड था आपका अकाउंट।" }, { "ucid": "21112178895810051", "idx": 7, "speaker": "customer", "start_s": 18.4, "end_s": 18.8, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178895810051", "idx": 8, "speaker": "agent", "start_s": 19.0, "end_s": 20.5, "text_en": "HR, CR or anything?", "text_native": "HR, CR or anything?" }, { "ucid": "21112178895810051", "idx": 9, "speaker": "customer", "start_s": 20.8, "end_s": 22.1, "text_en": "Right now there is nothing, sir.", "text_native": "अभी तो कुछ नहीं है सर।" }, { "ucid": "21112178895810051", "idx": 10, "speaker": "agent", "start_s": 22.5, "end_s": 23.1, "text_en": "Nothing right now?", "text_native": "अभी कुछ नहीं है?" }, { "ucid": "21112178895810051", "idx": 11, "speaker": "customer", "start_s": 23.6, "end_s": 27.8, "text_en": "Hmm hmm. There is a requirement, but it doesn't get fulfilled from your side. The thing with you is that my freight cost is not that much.", "text_native": "हम्म हम्म। रिक्वायरमेंट होती है बट वो फुलफिल नहीं हो पाती आपकी तरफ से ना। आपके क्या है कि वो इतना तो मेरा भाड़ा ही नहीं।" }, { "ucid": "21112178895810051", "idx": 12, "speaker": "agent", "start_s": 28.2, "end_s": 32.0, "text_en": "Not the freight? I will get the freight arranged. I mean, if you want, you can arrange your own vehicle in the case of HR at my yard.", "text_native": "भाड़ा नहीं? भाड़ा तो मैं करा दूंगा। मतलब आप चाहो तो अपनी गाड़ी भी लगा सकते हो HR के केस में मेरे यार्ड पे।" }, { "ucid": "21112178895810051", "idx": 13, "speaker": "customer", "start_s": 32.3, "end_s": 34.0, "text_en": "No, but mine comes by tractor itself.", "text_native": "नहीं तो मेरा तो ट्रैक्टर से ही आ जाता है ना।" }, { "ucid": "21112178895810051", "idx": 14, "speaker": "agent", "start_s": 34.2, "end_s": 38.0, "text_en": "Then you arrange your own vehicle and take the material by tractor. I will give a good rate for my yard anyway. For HR.", "text_native": "तो आप अपनी गाड़ी लगा के ट्रैक्टर से ले लो मटेरियल। मैं तो बढ़िया रेट दूंगा ही अपने यार्ड का। HR का।" }, { "ucid": "21112178895810051", "idx": 15, "speaker": "customer", "start_s": 38.1, "end_s": 38.5, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178895810051", "idx": 16, "speaker": "customer", "start_s": 39.2, "end_s": 41.8, "text_en": "No problem, you send me your WhatsApp. We'll see how it goes.", "text_native": "कोई नहीं, आप मेरेको WhatsApp डाल दो अपना। देख लेते हैं किस हिसाब से।" }, { "ucid": "21112178895810051", "idx": 17, "speaker": "agent", "start_s": 42.0, "end_s": 43.0, "text_en": "Okay sir. Okay.", "text_native": "ठीक है सर। ओके।" }, { "ucid": "21112178895810051", "idx": 18, "speaker": "customer", "start_s": 43.8, "end_s": 44.2, "text_en": "Okay.", "text_native": "ओके।" } ], "steps": [ { "ucid": "21112178895810051", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted and identified JSW One, but did not ask for permission to speak." }, { "ucid": "21112178895810051", "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 jumping directly to asking for requirements." }, { "ucid": "21112178895810051", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any of the required discovery questions; the conversation was sidetracked by an objection." }, { "ucid": "21112178895810051", "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; the agent only offered a 'good rate' in response to an objection, not as part of a structured pitch." }, { "ucid": "21112178895810051", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, is there any requirement at Ravindra Engineering right now?", "comment": "Agent asked if a requirement existed but failed to probe for any specific details (grade, qty, etc.) when the customer confirmed they have needs." }, { "ucid": "21112178895810051", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent accepted the customer's brush-off to 'send WhatsApp', which is not a committed next step." } ], "objections": [ { "ucid": "21112178895810051", "obj_type": "price", "state": "handled", "evidence": "The thing with you is that my freight cost is not that much.", "response": "Then you arrange your own vehicle and take the material by tractor. I will give a good rate for my yard anyway. For HR." }, { "ucid": "21112178895810051", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "No problem, you send me your WhatsApp. We'll see how it goes.", "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": [] }