{ "ucid": "21112178903257081", "call_date": "2026-09-10", "start_time": "2026-09-10 14:59:30", "end_time": "2026-09-10 15:01:16", "duration_sec": 106, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Does_not_deal_Steel", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfbf850cfb5be78ce8a4cf8630b34d2c9.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 361, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903257081__DIAfbf850cfb5be78ce8a4cf8630b34d2c9.mp3", "audio_bytes": 234360, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 78.12, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (હલો.)\n[1s] AGENT: Hello, uh, am I speaking with Jivang ji? Jivang Bodhani? (હલો, અ, જીવંગજી વાત કરે છે? જીવંગ બોધાણી?)\n[2s] CUSTOMER: Yes. (હા.)\n[3s] AGENT: Uh, Divang bhai, good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai head office. (અ, દિવાંગ ભાઈ, ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW સ્ટીલ થી, મુંબઈ હેડ ઓફિસ.)\n[8s] CUSTOMER: Yes. (હા.)\n[8s] AGENT: Uh, Divang bhai, some time ago you had registered your firm, which is Priya Global, on our JSW One digital portal. But then it's been almost over seven-eight months, and we haven't received any steel requirement from you. So I just called you regarding that to know and understand what issues we are facing here, or if, you know, uh, there is any challenge or concern from your end, due to which we haven't been able to start any business with you in steel supply yet? (અ, દિવાંગ ભાઈ, આપણે થોડા ટાઈમ પહેલા તમે અમારા JSW One ના ડિજિટલ પોર્ટલ પર તમારું આ જે ફર્મ છે, which is Priya Global, અ, એ અકાઉન્ટ આપણે તમે રજીસ્ટ્રેશન કર્યું તું, but then ઓલમોસ્ટ એને સાત-આઠ મહિના ઉપર થઈ ગયું છે, અમને કોઈ તમારી સ્ટીલની રિક્વાયરમેન્ટ આવી નથી રહી. તો જસ્ટ એના રિગાર્ડિંગ મેં તમને આ ફોન કર્યો છે જાણવા માટે અને સમજવા માટે કે અહીંયા આપણે શું ઇશ્યુઝ ફેસ કરી રહ્યા છીએ કે પછી, you know, અ, કોઈ ચેલેન્જ કે કન્સર્ન છે તમારા એન્ડથી, જે કારણે હજી સુધી આપણે કઈ બિઝનેસ તમારી જોડે શરૂ નથી કરી શક્યા સ્ટીલ સપ્લાયમાં?)\n[24s] CUSTOMER: Now we have left the export business, actually, that's why. (હવે અમે એક્સપોર્ટ વાળું છોડી દીધું છે એક્ચ્યુલી મેં એટલે.)\n[26s] AGENT: Oh, is that so? Oh, okay, so your business was in exports? (અચ્છા એવું છે? ઓહ, ઓકે, એટલે તમારો બિઝનેસ એક્સપોર્ટમાં હતો?)\n[29s] CUSTOMER: Yes, in exports. (હા, એક્સપોર્ટમાં.)\n[30s] AGENT: I see, okay. So in your current business, do you do any work related to steel, or how is it? (અચ્છા, ઓકે. તો હાલમાં જે પણ તમારો બિઝનેસ છે એમાં તમે સ્ટીલનું કઈ કામકાજ કરો છો કે કેમનું છે?)\n[34s] CUSTOMER: Right now, ours is a courier business, international courier cargo. (અત્યારે અમારું કુરિયરનું છે, ઇન્ટરનેશનલ કુરિયર કાર્ગો.)\n[36s] AGENT: I see, I see, so you are in this. Okay, okay. (અચ્છા, અચ્છા, એટલે તમે આમાં છો. ઓકે, ઓકે.)\n[38s] AGENT: Alright, no problem. Then I will update it in the system accordingly, okay? (ઠીક છે, વાંધો નથી. તો પછી સિસ્ટમમાં એ હિસાબે હું અપડેટ કરી દઉં છું આને, ઓકે?)\n[41s] CUSTOMER: Yes, okay. (હા, ઓકે.)\n[42s] AGENT: Great, yeah. Thank you. (ગ્રેટ, યા. થેન્ક યુ.)\n[43s] CUSTOMER: Okay, thank you. (ઓકે, થેન્ક યુ.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "Your opener should be brief: introduce yourself, confirm you have the right person, and ask permission to speak before explaining the reason for your call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "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": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead who had registered 7-8 months ago. The customer explained they have since changed their business from exports to an international courier service and no longer deal with steel. The agent correctly identified the lead as disqualified and concluded the call by stating he would update the system.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if it was a good time to talk, instead launching into a 16-second monologue.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook; the opening was a query about why the customer hadn't placed an order.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The lead was disqualified before discovery could begin; agent asked zero of the required questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the lead was immediately disqualified.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So in your current business, do you do any work related to steel, or how is it?\", \"comment\": \"Agent correctly attempted to qualify if the customer's new business had any steel requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Then I will update it in the system accordingly, okay?\", \"comment\": \"The next step was internal system update; no customer-facing next step like a quote or callback was committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opener should be brief: introduce yourself, confirm you have the right person, and ask permission to speak before explaining the reason for your call.\", \"segment_detected\": \"wrong_product\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead who had registered 7-8 months ago. The customer explained they have since changed their business from exports to an international courier service and no longer deal with steel. The agent correctly identified the lead as disqualified and concluded the call by stating he would update the system.\"}", "error": null, "latency_ms": 31990, "input_tokens": 3458, "output_tokens": 711, "created_at": "2026-09-25 11:08:29", "sentiment": "positive", "sentiment_score": 0.249, "sentiment_confidence": "high", "pos": 5, "neg": 0, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.797, "agent_talk_sec": 32.5, "customer_talk_sec": 8.3, "dead_air_sec": 65.2, "longest_monologue_sec": 14.7, "agent_wpm": 319.4, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 7, "words_agent": 173, "words_customer": 31, "monologue_heavy": 1, "turns": [ { "ucid": "21112178903257081", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.53, "text_en": "Hello.", "text_native": "હલો." }, { "ucid": "21112178903257081", "idx": 1, "speaker": "agent", "start_s": 0.84, "end_s": 2.5, "text_en": "Hello, uh, am I speaking with Jivang ji? Jivang Bodhani?", "text_native": "હલો, અ, જીવંગજી વાત કરે છે? જીવંગ બોધાણી?" }, { "ucid": "21112178903257081", "idx": 2, "speaker": "customer", "start_s": 2.5, "end_s": 2.84, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178903257081", "idx": 3, "speaker": "agent", "start_s": 3.26, "end_s": 7.5, "text_en": "Uh, Divang bhai, good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai head office.", "text_native": "અ, દિવાંગ ભાઈ, ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW સ્ટીલ થી, મુંબઈ હેડ ઓફિસ." }, { "ucid": "21112178903257081", "idx": 4, "speaker": "customer", "start_s": 7.5, "end_s": 7.8, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178903257081", "idx": 5, "speaker": "agent", "start_s": 8.3, "end_s": 23.04, "text_en": "Uh, Divang bhai, some time ago you had registered your firm, which is Priya Global, on our JSW One digital portal. But then it's been almost over seven-eight months, and we haven't received any steel requirement from you. So I just called you regarding that to know and understand what issues we are facing here, or if, you know, uh, there is any challenge or concern from your end, due to which we haven't been able to start any business with you in steel supply yet?", "text_native": "અ, દિવાંગ ભાઈ, આપણે થોડા ટાઈમ પહેલા તમે અમારા JSW One ના ડિજિટલ પોર્ટલ પર તમારું આ જે ફર્મ છે, which is Priya Global, અ, એ અકાઉન્ટ આપણે તમે રજીસ્ટ્રેશન કર્યું તું, but then ઓલમોસ્ટ એને સાત-આઠ મહિના ઉપર થઈ ગયું છે, અમને કોઈ તમારી સ્ટીલની રિક્વાયરમેન્ટ આવી નથી રહી. તો જસ્ટ એના રિગાર્ડિંગ મેં તમને આ ફોન કર્યો છે જાણવા માટે અને સમજવા માટે કે અહીંયા આપણે શું ઇશ્યુઝ ફેસ કરી રહ્યા છીએ કે પછી, you know, અ, કોઈ ચેલેન્જ કે કન્સર્ન છે તમારા એન્ડથી, જે કારણે હજી સુધી આપણે કઈ બિઝનેસ તમારી જોડે શરૂ નથી કરી શક્યા સ્ટીલ સપ્લાયમાં?" }, { "ucid": "21112178903257081", "idx": 6, "speaker": "customer", "start_s": 23.86, "end_s": 26.5, "text_en": "Now we have left the export business, actually, that's why.", "text_native": "હવે અમે એક્સપોર્ટ વાળું છોડી દીધું છે એક્ચ્યુલી મેં એટલે." }, { "ucid": "21112178903257081", "idx": 7, "speaker": "agent", "start_s": 26.5, "end_s": 28.84, "text_en": "Oh, is that so? Oh, okay, so your business was in exports?", "text_native": "અચ્છા એવું છે? ઓહ, ઓકે, એટલે તમારો બિઝનેસ એક્સપોર્ટમાં હતો?" }, { "ucid": "21112178903257081", "idx": 8, "speaker": "customer", "start_s": 28.84, "end_s": 29.8, "text_en": "Yes, in exports.", "text_native": "હા, એક્સપોર્ટમાં." }, { "ucid": "21112178903257081", "idx": 9, "speaker": "agent", "start_s": 30.0, "end_s": 33.5, "text_en": "I see, okay. So in your current business, do you do any work related to steel, or how is it?", "text_native": "અચ્છા, ઓકે. તો હાલમાં જે પણ તમારો બિઝનેસ છે એમાં તમે સ્ટીલનું કઈ કામકાજ કરો છો કે કેમનું છે?" }, { "ucid": "21112178903257081", "idx": 10, "speaker": "customer", "start_s": 33.5, "end_s": 35.5, "text_en": "Right now, ours is a courier business, international courier cargo.", "text_native": "અત્યારે અમારું કુરિયરનું છે, ઇન્ટરનેશનલ કુરિયર કાર્ગો." }, { "ucid": "21112178903257081", "idx": 11, "speaker": "agent", "start_s": 35.8, "end_s": 38.5, "text_en": "I see, I see, so you are in this. Okay, okay.", "text_native": "અચ્છા, અચ્છા, એટલે તમે આમાં છો. ઓકે, ઓકે." }, { "ucid": "21112178903257081", "idx": 12, "speaker": "agent", "start_s": 38.5, "end_s": 40.8, "text_en": "Alright, no problem. Then I will update it in the system accordingly, okay?", "text_native": "ઠીક છે, વાંધો નથી. તો પછી સિસ્ટમમાં એ હિસાબે હું અપડેટ કરી દઉં છું આને, ઓકે?" }, { "ucid": "21112178903257081", "idx": 13, "speaker": "customer", "start_s": 40.8, "end_s": 41.5, "text_en": "Yes, okay.", "text_native": "હા, ઓકે." }, { "ucid": "21112178903257081", "idx": 14, "speaker": "agent", "start_s": 41.8, "end_s": 42.8, "text_en": "Great, yeah. Thank you.", "text_native": "ગ્રેટ, યા. થેન્ક યુ." }, { "ucid": "21112178903257081", "idx": 15, "speaker": "customer", "start_s": 43.0, "end_s": 43.8, "text_en": "Okay, thank you.", "text_native": "ઓકે, થેન્ક યુ." } ], "steps": [ { "ucid": "21112178903257081", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask if it was a good time to talk, instead launching into a 16-second monologue." }, { "ucid": "21112178903257081", "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; the opening was a query about why the customer hadn't placed an order." }, { "ucid": "21112178903257081", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The lead was disqualified before discovery could begin; agent asked zero of the required questions." }, { "ucid": "21112178903257081", "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 as the lead was immediately disqualified." }, { "ucid": "21112178903257081", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So in your current business, do you do any work related to steel, or how is it?", "comment": "Agent correctly attempted to qualify if the customer's new business had any steel requirement." }, { "ucid": "21112178903257081", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Then I will update it in the system accordingly, okay?", "comment": "The next step was internal system update; no customer-facing next step like a quote or callback was committed." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }