{ "ucid": "21112178903744991", "call_date": "2026-09-10", "start_time": "2026-09-10 16:20:49", "end_time": "2026-09-10 16:22:20", "duration_sec": 91, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Not_Answered", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAaab9d528acb3cfd9217648a7848bda2c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 337, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903744991__DIAaab9d528acb3cfd9217648a7848bda2c.mp3", "audio_bytes": 218592, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 72.864, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello.\n[4s] AGENT: Dhyan Enterprises?\n[6s] CUSTOMER: Yes.\n[7s] AGENT: Uh Viraj bhai good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai. (Uh Viraj bhai good afternoon. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW Steel માંથી, મુંબઈ.)\n[10s] CUSTOMER: Yes, tell me. (હા બોલો.)\n[11s] AGENT: Uh Viraj bhai, I believe uh a few months back you had registered your firm, which is Dhyana Enterprises, on our JSW One digital portal, but then again it's been almost, you know, five months, and no recommendation or requirement has come. (Uh Viraj bhai, I believe uh few months back તમે અમારા JSW One ના digital portal પર તમારો જે firm છે which is Dhyana Enterprises, એ account આપણે registration કરાવ્યું હતું but then again almost uh you know પાંચેક મહિના થઈ ગયું છે, કઈ recommendation ની requirement આવી નથી રહી.)\n[21s] CUSTOMER: So currently (તો હાલમાં)\n[23s] CUSTOMER: My orders are still in the finalizing stage. (Order મારા થોડા હજુ finalizing માં છે.)\n[25s] AGENT: Okay. (અચ્છા.)\n[25s] CUSTOMER: That is one reason. (એક કારણ એવું છે.)\n[26s] AGENT: Because, you know, actually you would also be aware of what the market sentiment is right now, the rates are increasing daily. (Because કેવું છે ને actually તમને પણ ખ્યાલ હશે આ market sentiment અત્યારે શું ચાલી રહ્યું છે, rates રોજ increase થઈ રહ્યા છે.)\n[31s] AGENT: So, you know, if you buy directly, you will save some money in that for HR. (તો you know directly લેશો તો તમારા બે પૈસા બચશે એ વસ્તુની અંદર HR માટે.)\n[34s] CUSTOMER: No, that is correct, but first, the orders that we have received in the last five months, the orders that came from Godrej, all came as free issue material. (નઈ, એ બરાબર છે પણ પેહલા આપણે અત્યારે જે છેલ્લા પાંચ મહિનાથી order આવ્યા ને, એ જે Godrej થી order આવ્યા એ બધા free issue material માં આયા.)\n[41s] AGENT: Hmm hmm hmm hmm. (હમ હમ હમ હમ.)\n[42s] CUSTOMER: Yes, so now one is coming, two-three of my inquiries are in the final stage. When that comes, I will let you know. (હા, એટલે હવે એક આવે છે બે ત્રણ inquiry મારી final stage પર છે. એ આવે તો હું તમને કહું.)\n[46s] AGENT: Okay sir, no problem Viraj bhai. (સારું સર, વાંધો નહિ વિરાજભાઈ.)\n[48s] CUSTOMER: Okay.\n[49s] AGENT: Okay, yeah. Done. Thank you.\n[50s] CUSTOMER: Okay.", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "clear: There is some background chatter on the agent's side but it does not impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer explains why they haven't bought (e.g., 'free issue material'), use that as a trigger for discovery questions about their business model instead of ending the call.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a registered lead, opening with a price-based hook. The customer explained they hadn't purchased recently as their work from Godrej involved 'free issue material'. The customer mentioned future inquiries are in the final stage and promised to call back. The agent performed no discovery and closed the call without a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh Viraj bhai good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai.\", \"comment\": \"Agent greeted, used the customer's name, and identified himself and JSW; the customer's response 'Yes, tell me' served as permission.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"the rates are increasing daily. So, you know, if you buy directly, you will save some money in that for HR.\", \"comment\": \"Agent led with a clear and concise price-based hook, linking direct purchase to savings amid rising market rates.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the customer volunteered information, but the agent did not probe further.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if a current requirement exists or attempt to capture details of the future requirement the customer mentioned.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, no problem Viraj bhai.\", \"comment\": \"Agent accepted a passive 'I will let you know' from the customer without establishing a concrete next step or follow-up date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer explains why they haven't bought (e.g., 'free issue material'), use that as a trigger for discovery questions about their business model instead of ending the call.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a registered lead, opening with a price-based hook. The customer explained they hadn't purchased recently as their work from Godrej involved 'free issue material'. The customer mentioned future inquiries are in the final stage and promised to call back. The agent performed no discovery and closed the call without a firm next step.\"}", "error": null, "latency_ms": 28749, "input_tokens": 3245, "output_tokens": 769, "created_at": "2026-09-25 11:07:16", "sentiment": "negative", "sentiment_score": -0.2, "sentiment_confidence": "high", "pos": 2, "neg": 4, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.605, "agent_talk_sec": 26.5, "customer_talk_sec": 17.3, "dead_air_sec": 47.2, "longest_monologue_sec": 9.9, "agent_wpm": 253.6, "interruptions": 0, "agent_turns": 9, "customer_turns": 10, "discovery_qs": 1, "words_agent": 112, "words_customer": 74, "monologue_heavy": 0, "turns": [ { "ucid": "21112178903744991", "idx": 0, "speaker": "customer", "start_s": 2.2, "end_s": 2.7, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903744991", "idx": 1, "speaker": "agent", "start_s": 4.2, "end_s": 5.4, "text_en": "Dhyan Enterprises?", "text_native": "Dhyan Enterprises?" }, { "ucid": "21112178903744991", "idx": 2, "speaker": "customer", "start_s": 5.7, "end_s": 6.1, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178903744991", "idx": 3, "speaker": "agent", "start_s": 6.6, "end_s": 10.3, "text_en": "Uh Viraj bhai good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai.", "text_native": "Uh Viraj bhai good afternoon. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW Steel માંથી, મુંબઈ." }, { "ucid": "21112178903744991", "idx": 4, "speaker": "customer", "start_s": 10.3, "end_s": 10.8, "text_en": "Yes, tell me.", "text_native": "હા બોલો." }, { "ucid": "21112178903744991", "idx": 5, "speaker": "agent", "start_s": 11.3, "end_s": 21.2, "text_en": "Uh Viraj bhai, I believe uh a few months back you had registered your firm, which is Dhyana Enterprises, on our JSW One digital portal, but then again it's been almost, you know, five months, and no recommendation or requirement has come.", "text_native": "Uh Viraj bhai, I believe uh few months back તમે અમારા JSW One ના digital portal પર તમારો જે firm છે which is Dhyana Enterprises, એ account આપણે registration કરાવ્યું હતું but then again almost uh you know પાંચેક મહિના થઈ ગયું છે, કઈ recommendation ની requirement આવી નથી રહી." }, { "ucid": "21112178903744991", "idx": 6, "speaker": "customer", "start_s": 21.2, "end_s": 22.0, "text_en": "So currently", "text_native": "તો હાલમાં" }, { "ucid": "21112178903744991", "idx": 7, "speaker": "customer", "start_s": 22.8, "end_s": 24.8, "text_en": "My orders are still in the finalizing stage.", "text_native": "Order મારા થોડા હજુ finalizing માં છે." }, { "ucid": "21112178903744991", "idx": 8, "speaker": "agent", "start_s": 24.8, "end_s": 25.3, "text_en": "Okay.", "text_native": "અચ્છા." }, { "ucid": "21112178903744991", "idx": 9, "speaker": "customer", "start_s": 25.3, "end_s": 26.4, "text_en": "That is one reason.", "text_native": "એક કારણ એવું છે." }, { "ucid": "21112178903744991", "idx": 10, "speaker": "agent", "start_s": 26.4, "end_s": 30.4, "text_en": "Because, you know, actually you would also be aware of what the market sentiment is right now, the rates are increasing daily.", "text_native": "Because કેવું છે ને actually તમને પણ ખ્યાલ હશે આ market sentiment અત્યારે શું ચાલી રહ્યું છે, rates રોજ increase થઈ રહ્યા છે." }, { "ucid": "21112178903744991", "idx": 11, "speaker": "agent", "start_s": 30.8, "end_s": 33.9, "text_en": "So, you know, if you buy directly, you will save some money in that for HR.", "text_native": "તો you know directly લેશો તો તમારા બે પૈસા બચશે એ વસ્તુની અંદર HR માટે." }, { "ucid": "21112178903744991", "idx": 12, "speaker": "customer", "start_s": 34.2, "end_s": 40.8, "text_en": "No, that is correct, but first, the orders that we have received in the last five months, the orders that came from Godrej, all came as free issue material.", "text_native": "નઈ, એ બરાબર છે પણ પેહલા આપણે અત્યારે જે છેલ્લા પાંચ મહિનાથી order આવ્યા ને, એ જે Godrej થી order આવ્યા એ બધા free issue material માં આયા." }, { "ucid": "21112178903744991", "idx": 13, "speaker": "agent", "start_s": 40.8, "end_s": 42.0, "text_en": "Hmm hmm hmm hmm.", "text_native": "હમ હમ હમ હમ." }, { "ucid": "21112178903744991", "idx": 14, "speaker": "customer", "start_s": 42.0, "end_s": 46.5, "text_en": "Yes, so now one is coming, two-three of my inquiries are in the final stage. When that comes, I will let you know.", "text_native": "હા, એટલે હવે એક આવે છે બે ત્રણ inquiry મારી final stage પર છે. એ આવે તો હું તમને કહું." }, { "ucid": "21112178903744991", "idx": 15, "speaker": "agent", "start_s": 46.5, "end_s": 48.1, "text_en": "Okay sir, no problem Viraj bhai.", "text_native": "સારું સર, વાંધો નહિ વિરાજભાઈ." }, { "ucid": "21112178903744991", "idx": 16, "speaker": "customer", "start_s": 48.1, "end_s": 48.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178903744991", "idx": 17, "speaker": "agent", "start_s": 48.6, "end_s": 49.9, "text_en": "Okay, yeah. Done. Thank you.", "text_native": "Okay, yeah. Done. Thank you." }, { "ucid": "21112178903744991", "idx": 18, "speaker": "customer", "start_s": 50.3, "end_s": 50.7, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178903744991", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh Viraj bhai good afternoon. I am Ankit Mistry speaking, from JSW Steel, Mumbai.", "comment": "Agent greeted, used the customer's name, and identified himself and JSW; the customer's response 'Yes, tell me' served as permission." }, { "ucid": "21112178903744991", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "the rates are increasing daily. So, you know, if you buy directly, you will save some money in that for HR.", "comment": "Agent led with a clear and concise price-based hook, linking direct purchase to savings amid rising market rates." }, { "ucid": "21112178903744991", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero discovery questions; the customer volunteered information, but the agent did not probe further." }, { "ucid": "21112178903744991", "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 consequently, no USPs were pitched." }, { "ucid": "21112178903744991", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask if a current requirement exists or attempt to capture details of the future requirement the customer mentioned." }, { "ucid": "21112178903744991", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, no problem Viraj bhai.", "comment": "Agent accepted a passive 'I will let you know' from the customer without establishing a concrete next step or follow-up date." } ], "objections": [], "missed_steps": [ "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }