{ "ucid": "21112178903190281", "call_date": "2026-09-10", "start_time": "2026-09-10 14:48:22", "end_time": "2026-09-10 14:49:51", "duration_sec": 89, "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/DIAd4ac134f9dd58477b2d817e974df7de4.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 368, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903190281__DIAd4ac134f9dd58477b2d817e974df7de4.mp3", "audio_bytes": 169344, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 56.448, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello. Yes. Good afternoon sir, Raunak Mehta speaking from JSW One. Sir, is there any requirement for HR coils? (हेलो। हां जी। गुड आफ्टरनून सर, रौनक मेहता बात कर रहा हूं JSW One से। सर जी, कुछ रिक्वायरमेंट आ रही है HR coils में?)\n[6s] CUSTOMER: Sir, you tell me your rates. (सर आप अपने रेट बताओ।)\n[7s] AGENT: Sir, it's going for 62 200 for the coil, sir. (सर 62 200 चल रही है coil की तो सर।)\n[10s] CUSTOMER: No sir. I am selling it for 61.5, you. (नहीं सर। साढ़े इकसठ में मैं बेच रहा हूं आप।)\n[12s] AGENT: What? (क्या?)\n[12s] CUSTOMER: I am getting it sold for 61.5, sir. (साढ़े इकसठ में सर मैं बिकवा रहा हूं।)\n[14s] AGENT: Sir, the pricing has increased now, sir. There has been a hike today. Of one to one and a half rupees. (सर अभी प्राइसिंग बढ़ गई है सर। आज हाइक हुई है। एक से डेढ़ रुपए की।)\n[17s] CUSTOMER: Huh? (हैं?)\n[17s] AGENT: There has been a hike of one to one and a half rupees just now. There has been a hike of one rupee, sir. Of one to one and a half rupees. (अभी एक से डेढ़ रुपए की हाइक हुई है। एक रुपए की हाइक हुई है सर। एक से डेढ़ रुपए की।)\n[21s] CUSTOMER: Okay. (अच्छा।)\n[22s] AGENT: Yes. And which one, which make are you comparing, sir? (हां। और आपको कौनसा कौनसा make आप compare कर रहे हैं सर?)\n[24s] CUSTOMER: Sir, I have JSW, NMDC, JSL, I have all brands. (सर JSW है, NMDC है, JSL है, सब ब्रांड है मेरे पास।)\n[27s] AGENT: Okay. No sir, then JSW is a bit, sir, it's in the premium range, so the pricing is already high anyway, sir. (ओके। नहीं सर, फिर JSW का थोड़ा है सर प्रीमियम में है तो अभी प्राइसिंग तो वैसे भी हाई हो रखी है सर।)\n[31s] CUSTOMER: Okay sir, fine. (चलो सर, ठीक है।)\n[32s] AGENT: I am telling you the entry price. Okay. Fine. (Entry price बता रहा हूं मैं। ओके। ठीक है।)\n[34s] CUSTOMER: Won't eat now? Your... (अभी नहीं खाएगा? अपना...)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some background chatter is present on the customer's side, but it doesn't significantly impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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 control the call by following the pitch structure; instead of immediately giving a price, first complete discovery to understand the customer's business.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent initiated a call about HR coils, and the customer, who appears to be a trader, immediately challenged the price. The agent explained a recent market price hike and positioned JSW as a premium brand. The conversation ended without any discovery into the customer's needs or establishing a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, is there any requirement for HR coils?\", \"comment\": \"The agent did not ask for permission to speak or use the customer's name, instead jumping directly to a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a hook; he asked about a requirement and only gave a price after the customer demanded it.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"And which one, which make are you comparing, sir?\", \"comment\": \"The agent only asked about current brands (1/6 questions) and did not attempt to understand the customer's business, volume, or applications.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs; he only justified the high price by calling JSW a 'premium' brand.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked about a general requirement at the start but never qualified it by capturing grade, size, quantity, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no committed next step like sending a quote or scheduling a follow-up call.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must control the call by following the pitch structure; instead of immediately giving a price, first complete discovery to understand the customer's business.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"No sir. I am selling it for 61.5, you.\", \"response\": \"Sir, the pricing has increased now, sir. There has been a hike today... JSW is a bit, sir, it's in the premium range, so the pricing is already high anyway, sir.\"}], \"call_summary\": \"The agent initiated a call about HR coils, and the customer, who appears to be a trader, immediately challenged the price. The agent explained a recent market price hike and positioned JSW as a premium brand. The conversation ended without any discovery into the customer's needs or establishing a concrete next step.\"}", "error": null, "latency_ms": 31474, "input_tokens": 3171, "output_tokens": 836, "created_at": "2026-09-25 11:08:42", "sentiment": "positive", "sentiment_score": 0.247, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.69, "agent_talk_sec": 21.4, "customer_talk_sec": 9.6, "dead_air_sec": 58.0, "longest_monologue_sec": 4.9, "agent_wpm": 347.7, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 3, "words_agent": 124, "words_customer": 44, "monologue_heavy": 0, "turns": [ { "ucid": "21112178903190281", "idx": 0, "speaker": "agent", "start_s": 0.97, "end_s": 5.91, "text_en": "Hello. Yes. Good afternoon sir, Raunak Mehta speaking from JSW One. Sir, is there any requirement for HR coils?", "text_native": "हेलो। हां जी। गुड आफ्टरनून सर, रौनक मेहता बात कर रहा हूं JSW One से। सर जी, कुछ रिक्वायरमेंट आ रही है HR coils में?" }, { "ucid": "21112178903190281", "idx": 1, "speaker": "customer", "start_s": 6.2, "end_s": 7.18, "text_en": "Sir, you tell me your rates.", "text_native": "सर आप अपने रेट बताओ।" }, { "ucid": "21112178903190281", "idx": 2, "speaker": "agent", "start_s": 7.48, "end_s": 9.56, "text_en": "Sir, it's going for 62 200 for the coil, sir.", "text_native": "सर 62 200 चल रही है coil की तो सर।" }, { "ucid": "21112178903190281", "idx": 3, "speaker": "customer", "start_s": 9.8, "end_s": 11.44, "text_en": "No sir. I am selling it for 61.5, you.", "text_native": "नहीं सर। साढ़े इकसठ में मैं बेच रहा हूं आप।" }, { "ucid": "21112178903190281", "idx": 4, "speaker": "agent", "start_s": 11.81, "end_s": 12.09, "text_en": "What?", "text_native": "क्या?" }, { "ucid": "21112178903190281", "idx": 5, "speaker": "customer", "start_s": 12.34, "end_s": 13.84, "text_en": "I am getting it sold for 61.5, sir.", "text_native": "साढ़े इकसठ में सर मैं बिकवा रहा हूं।" }, { "ucid": "21112178903190281", "idx": 6, "speaker": "agent", "start_s": 14.15, "end_s": 17.0, "text_en": "Sir, the pricing has increased now, sir. There has been a hike today. Of one to one and a half rupees.", "text_native": "सर अभी प्राइसिंग बढ़ गई है सर। आज हाइक हुई है। एक से डेढ़ रुपए की।" }, { "ucid": "21112178903190281", "idx": 7, "speaker": "customer", "start_s": 17.1, "end_s": 17.36, "text_en": "Huh?", "text_native": "हैं?" }, { "ucid": "21112178903190281", "idx": 8, "speaker": "agent", "start_s": 17.46, "end_s": 20.6, "text_en": "There has been a hike of one to one and a half rupees just now. There has been a hike of one rupee, sir. Of one to one and a half rupees.", "text_native": "अभी एक से डेढ़ रुपए की हाइक हुई है। एक रुपए की हाइक हुई है सर। एक से डेढ़ रुपए की।" }, { "ucid": "21112178903190281", "idx": 9, "speaker": "customer", "start_s": 20.9, "end_s": 21.28, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178903190281", "idx": 10, "speaker": "agent", "start_s": 21.7, "end_s": 24.18, "text_en": "Yes. And which one, which make are you comparing, sir?", "text_native": "हां। और आपको कौनसा कौनसा make आप compare कर रहे हैं सर?" }, { "ucid": "21112178903190281", "idx": 11, "speaker": "customer", "start_s": 24.3, "end_s": 26.88, "text_en": "Sir, I have JSW, NMDC, JSL, I have all brands.", "text_native": "सर JSW है, NMDC है, JSL है, सब ब्रांड है मेरे पास।" }, { "ucid": "21112178903190281", "idx": 12, "speaker": "agent", "start_s": 27.23, "end_s": 31.07, "text_en": "Okay. No sir, then JSW is a bit, sir, it's in the premium range, so the pricing is already high anyway, sir.", "text_native": "ओके। नहीं सर, फिर JSW का थोड़ा है सर प्रीमियम में है तो अभी प्राइसिंग तो वैसे भी हाई हो रखी है सर।" }, { "ucid": "21112178903190281", "idx": 13, "speaker": "customer", "start_s": 31.17, "end_s": 31.93, "text_en": "Okay sir, fine.", "text_native": "चलो सर, ठीक है।" }, { "ucid": "21112178903190281", "idx": 14, "speaker": "agent", "start_s": 32.03, "end_s": 33.83, "text_en": "I am telling you the entry price. Okay. Fine.", "text_native": "Entry price बता रहा हूं मैं। ओके। ठीक है।" }, { "ucid": "21112178903190281", "idx": 15, "speaker": "customer", "start_s": 34.0, "end_s": 35.5, "text_en": "Won't eat now? Your...", "text_native": "अभी नहीं खाएगा? अपना..." } ], "steps": [ { "ucid": "21112178903190281", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, is there any requirement for HR coils?", "comment": "The agent did not ask for permission to speak or use the customer's name, instead jumping directly to a requirement question." }, { "ucid": "21112178903190281", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not lead with a hook; he asked about a requirement and only gave a price after the customer demanded it." }, { "ucid": "21112178903190281", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "And which one, which make are you comparing, sir?", "comment": "The agent only asked about current brands (1/6 questions) and did not attempt to understand the customer's business, volume, or applications." }, { "ucid": "21112178903190281", "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 USPs; he only justified the high price by calling JSW a 'premium' brand." }, { "ucid": "21112178903190281", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent asked about a general requirement at the start but never qualified it by capturing grade, size, quantity, or location." }, { "ucid": "21112178903190281", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended abruptly with no committed next step like sending a quote or scheduling a follow-up call." } ], "objections": [ { "ucid": "21112178903190281", "obj_type": "price", "state": "mishandled", "evidence": "No sir. I am selling it for 61.5, you.", "response": "Sir, the pricing has increased now, sir. There has been a hike today... JSW is a bit, sir, it's in the premium range, so the pricing is already high anyway, sir." } ], "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": [] }