{ "ucid": "21112178903694141", "call_date": "2026-09-10", "start_time": "2026-09-10 16:12:21", "end_time": "2026-09-10 16:14:23", "duration_sec": 122, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Not_Answered", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4c899719c1e6de27cda813a7608f69fc.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 340, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903694141__DIA4c899719c1e6de27cda813a7608f69fc.mp3", "audio_bytes": 320760, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 106.92, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[3s] AGENT: Good evening, am I speaking with Rajesh sir?\n[6s] CUSTOMER: Yes.\n[6s] AGENT: Hi, I am Sowmya, I'm calling you from JSW One platform.\n[10s] CUSTOMER: Sorry?\n[10s] AGENT: I am calling you from JSW One platform private limited.\n[14s] CUSTOMER: Okay.\n[15s] AGENT: Yes. So this call is regarding uh an enquiry made on our platform recently. I think the conversations have happened repeatedly with someone in our team named Rohit. But nothing materialized further into an order, sir. I would like to understand what challenges are faced? Is it price? Are we not able to match your price or what is it?\n[26s] CUSTOMER: No, no, no, not just. Actually we don't have requirement much. That's what.\n[30s] AGENT: You do not have the requirement at all? Okay.\n[32s] CUSTOMER: Yes, yes.\n[33s] AGENT: Okay, so are you buying locally? Is that the case? Or somewhere else?\n[36s] CUSTOMER: Yes, yes, yes.\n[37s] AGENT: Okay. Is there a reason why you find the price better there or is it credit?\n[40s] CUSTOMER: No, no, no, no. Not because we we don't need that much uh requirement. That's what we are buying in local.\n[44s] AGENT: Okay, smaller quantity. Okay.\n[46s] CUSTOMER: Yes, yes.\n[47s] AGENT: What is the average order value, sir? Approximately, just for my understanding.\n[49s] CUSTOMER: Approximately like 10 to 15 tons like that. But uh when I enquire when I enquire that time I need some like 100 tons kind of materials. That's what I enquired.\n[57s] AGENT: Oh, okay, okay. So you're saying that whenever there is a larger volume, you will get in touch with us?\n[1s] CUSTOMER: Yes, yes, yes, yes.\n[1s] AGENT: Sure sir, you may get in touch with us on this number.\n[1s] CUSTOMER: Okay.\n[1s] AGENT: I will send out a communication on WhatsApp as well.\n[2s] CUSTOMER: Yes, yes.\n[2s] AGENT: You may have that as a record.\n[2s] CUSTOMER: Okay.\n[1s] AGENT: Right sir, thank you so much.", "language": "English", "languages": "[\"English\"]", "turn_count": 30, "connected": 1, "audio_notes": "clear: The customer's audio is slightly lower in volume but still clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "30 turns, clean transcript (0% inaudible)", "band_language": "English", "label_contradiction": 1, "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": 3.0, "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": "When re-engaging a past lead, you must still follow the pitch structure; start with a fresh opener and hook instead of immediately asking why they didn't buy previously.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to follow up on a previous enquiry that did not convert. The customer explained they currently have low-volume requirements (10-15 tons) which they source locally, but would contact JSW for larger needs (~100 tons). The call ended with the agent agreeing to send contact details via WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak or if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook; instead, they immediately questioned the customer about a previous failed enquiry.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"What is the average order value, sir?\", \"comment\": \"The agent asked about quantity, supplier situation, and credit, but did not discover what the customer manufactures, end applications, or JSW share.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the conversation was cut short by the customer's lack of current requirement.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You do not have the requirement at all?\", \"comment\": \"The agent successfully established that the customer did not have a current large requirement to qualify.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent offered to send a WhatsApp message but did not establish a concrete next step like a quote or a scheduled follow-up call.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When re-engaging a past lead, you must still follow the pitch structure; start with a fresh opener and hook instead of immediately asking why they didn't buy previously.\", \"segment_detected\": \"unknown\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"we don't need that much uh requirement. That's what we are buying in local.\", \"response\": \"Okay, smaller quantity. Okay.\"}], \"call_summary\": \"The agent called to follow up on a previous enquiry that did not convert. The customer explained they currently have low-volume requirements (10-15 tons) which they source locally, but would contact JSW for larger needs (~100 tons). The call ended with the agent agreeing to send contact details via WhatsApp.\"}", "error": null, "latency_ms": 40289, "input_tokens": 3184, "output_tokens": 801, "created_at": "2026-09-25 11:07:33", "sentiment": "negative", "sentiment_score": -0.533, "sentiment_confidence": "high", "pos": 2, "neg": 10, "lex_hits": 30, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.602, "agent_talk_sec": 31.0, "customer_talk_sec": 20.5, "dead_air_sec": 70.5, "longest_monologue_sec": 11.4, "agent_wpm": 385.2, "interruptions": 0, "agent_turns": 15, "customer_turns": 15, "discovery_qs": 11, "words_agent": 199, "words_customer": 85, "monologue_heavy": 0, "turns": [ { "ucid": "21112178903694141", "idx": 0, "speaker": "customer", "start_s": 0.51, "end_s": 1.01, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178903694141", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 2.1, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903694141", "idx": 2, "speaker": "customer", "start_s": 2.6, "end_s": 3.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903694141", "idx": 3, "speaker": "agent", "start_s": 3.4, "end_s": 5.2, "text_en": "Good evening, am I speaking with Rajesh sir?", "text_native": "Good evening, am I speaking with Rajesh sir?" }, { "ucid": "21112178903694141", "idx": 4, "speaker": "customer", "start_s": 5.6, "end_s": 6.0, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178903694141", "idx": 5, "speaker": "agent", "start_s": 6.4, "end_s": 9.2, "text_en": "Hi, I am Sowmya, I'm calling you from JSW One platform.", "text_native": "Hi, I am Sowmya, I'm calling you from JSW One platform." }, { "ucid": "21112178903694141", "idx": 6, "speaker": "customer", "start_s": 9.5, "end_s": 10.0, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "21112178903694141", "idx": 7, "speaker": "agent", "start_s": 10.4, "end_s": 13.2, "text_en": "I am calling you from JSW One platform private limited.", "text_native": "I am calling you from JSW One platform private limited." }, { "ucid": "21112178903694141", "idx": 8, "speaker": "customer", "start_s": 13.6, "end_s": 14.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178903694141", "idx": 9, "speaker": "agent", "start_s": 14.8, "end_s": 26.2, "text_en": "Yes. So this call is regarding uh an enquiry made on our platform recently. I think the conversations have happened repeatedly with someone in our team named Rohit. But nothing materialized further into an order, sir. I would like to understand what challenges are faced? Is it price? Are we not able to match your price or what is it?", "text_native": "Yes. So this call is regarding uh an enquiry made on our platform recently. I think the conversations have happened repeatedly with someone in our team named Rohit. But nothing materialized further into an order, sir. I would like to understand what challenges are faced? Is it price? Are we not able to match your price or what is it?" }, { "ucid": "21112178903694141", "idx": 10, "speaker": "customer", "start_s": 26.2, "end_s": 29.8, "text_en": "No, no, no, not just. Actually we don't have requirement much. That's what.", "text_native": "No, no, no, not just. Actually we don't have requirement much. That's what." }, { "ucid": "21112178903694141", "idx": 11, "speaker": "agent", "start_s": 29.8, "end_s": 31.8, "text_en": "You do not have the requirement at all? Okay.", "text_native": "You do not have the requirement at all? Okay." }, { "ucid": "21112178903694141", "idx": 12, "speaker": "customer", "start_s": 31.8, "end_s": 32.5, "text_en": "Yes, yes.", "text_native": "Yes, yes." }, { "ucid": "21112178903694141", "idx": 13, "speaker": "agent", "start_s": 33.4, "end_s": 35.8, "text_en": "Okay, so are you buying locally? Is that the case? Or somewhere else?", "text_native": "Okay, so are you buying locally? Is that the case? Or somewhere else?" }, { "ucid": "21112178903694141", "idx": 14, "speaker": "customer", "start_s": 35.8, "end_s": 36.8, "text_en": "Yes, yes, yes.", "text_native": "Yes, yes, yes." }, { "ucid": "21112178903694141", "idx": 15, "speaker": "agent", "start_s": 37.2, "end_s": 39.8, "text_en": "Okay. Is there a reason why you find the price better there or is it credit?", "text_native": "Okay. Is there a reason why you find the price better there or is it credit?" }, { "ucid": "21112178903694141", "idx": 16, "speaker": "customer", "start_s": 39.8, "end_s": 44.2, "text_en": "No, no, no, no. Not because we we don't need that much uh requirement. That's what we are buying in local.", "text_native": "No, no, no, no. Not because we we don't need that much uh requirement. That's what we are buying in local." }, { "ucid": "21112178903694141", "idx": 17, "speaker": "agent", "start_s": 44.2, "end_s": 45.8, "text_en": "Okay, smaller quantity. Okay.", "text_native": "Okay, smaller quantity. Okay." }, { "ucid": "21112178903694141", "idx": 18, "speaker": "customer", "start_s": 46.0, "end_s": 46.5, "text_en": "Yes, yes.", "text_native": "Yes, yes." }, { "ucid": "21112178903694141", "idx": 19, "speaker": "agent", "start_s": 46.6, "end_s": 49.2, "text_en": "What is the average order value, sir? Approximately, just for my understanding.", "text_native": "What is the average order value, sir? Approximately, just for my understanding." }, { "ucid": "21112178903694141", "idx": 20, "speaker": "customer", "start_s": 49.2, "end_s": 56.8, "text_en": "Approximately like 10 to 15 tons like that. But uh when I enquire when I enquire that time I need some like 100 tons kind of materials. That's what I enquired.", "text_native": "Approximately like 10 to 15 tons like that. But uh when I enquire when I enquire that time I need some like 100 tons kind of materials. That's what I enquired." }, { "ucid": "21112178903694141", "idx": 21, "speaker": "agent", "start_s": 56.8, "end_s": 1.0, "text_en": "Oh, okay, okay. So you're saying that whenever there is a larger volume, you will get in touch with us?", "text_native": "Oh, okay, okay. So you're saying that whenever there is a larger volume, you will get in touch with us?" }, { "ucid": "21112178903694141", "idx": 22, "speaker": "customer", "start_s": 1.0, "end_s": 1.1, "text_en": "Yes, yes, yes, yes.", "text_native": "Yes, yes, yes, yes." }, { "ucid": "21112178903694141", "idx": 23, "speaker": "agent", "start_s": 1.1, "end_s": 1.3, "text_en": "Sure sir, you may get in touch with us on this number.", "text_native": "Sure sir, you may get in touch with us on this number." }, { "ucid": "21112178903694141", "idx": 24, "speaker": "customer", "start_s": 1.3, "end_s": 1.4, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178903694141", "idx": 25, "speaker": "agent", "start_s": 1.4, "end_s": 1.6, "text_en": "I will send out a communication on WhatsApp as well.", "text_native": "I will send out a communication on WhatsApp as well." }, { "ucid": "21112178903694141", "idx": 26, "speaker": "customer", "start_s": 1.6, "end_s": 1.7, "text_en": "Yes, yes.", "text_native": "Yes, yes." }, { "ucid": "21112178903694141", "idx": 27, "speaker": "agent", "start_s": 1.7, "end_s": 1.8, "text_en": "You may have that as a record.", "text_native": "You may have that as a record." }, { "ucid": "21112178903694141", "idx": 28, "speaker": "customer", "start_s": 1.9, "end_s": 1.1, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178903694141", "idx": 29, "speaker": "agent", "start_s": 1.11, "end_s": 1.13, "text_en": "Right sir, thank you so much.", "text_native": "Right sir, thank you so much." } ], "steps": [ { "ucid": "21112178903694141", "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 or if it was a good time to talk." }, { "ucid": "21112178903694141", "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 supply or price hook; instead, they immediately questioned the customer about a previous failed enquiry." }, { "ucid": "21112178903694141", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "What is the average order value, sir?", "comment": "The agent asked about quantity, supplier situation, and credit, but did not discover what the customer manufactures, end applications, or JSW share." }, { "ucid": "21112178903694141", "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 conversation was cut short by the customer's lack of current requirement." }, { "ucid": "21112178903694141", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "You do not have the requirement at all?", "comment": "The agent successfully established that the customer did not have a current large requirement to qualify." }, { "ucid": "21112178903694141", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent offered to send a WhatsApp message but did not establish a concrete next step like a quote or a scheduled follow-up call." } ], "objections": [ { "ucid": "21112178903694141", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "we don't need that much uh requirement. That's what we are buying in local.", "response": "Okay, smaller quantity. Okay." } ], "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": [] }