{ "ucid": "21112178903816851", "call_date": "2026-09-10", "start_time": "2026-09-10 16:32:48", "end_time": "2026-09-10 16:34:29", "duration_sec": 101, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf1e271ebacd91a1b4adf633d3a40380c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 328, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903816851__DIAf1e271ebacd91a1b4adf633d3a40380c.mp3", "audio_bytes": 214704, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 71.568, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[3s] CUSTOMER: Hello? (हेलो?)\n[4s] AGENT: Hello? (हेलो?)\n[4s] CUSTOMER: Hello? (हेलो?)\n[5s] AGENT: Yes, hello sir, this is Abdul speaking from JSW One. (जी नमस्कार सर, अब्दुल बात कर रहा हूं मैं JSW One से।)\n[8s] CUSTOMER: From where? (कहां से?)\n[8s] AGENT: JSW, I am speaking from JSW, sir. (JSW, JSW से बात कर रहा हूं सर।)\n[10s] CUSTOMER: You're speaking from JSW, Abdul. Yes, Abdul, go ahead. (JSW से बोल रहे हैं अब्दुल। हां अब्दुल बोलिए।)\n[12s] AGENT: Your company is registered here, sir, as R and R Engineering and Fabricators. (आपकी कंपनी यहां रजिस्टर्ड है सर, R and R Engineering करके and Fabricators.)\n[15s] CUSTOMER: What is the rate right now? What is the rate for a 6 mm plate? 6 mm 6300? (क्या रेट चल रहा है अभी? 6 mm का प्लेट का क्या रेट है? 6 mm 6300?)\n[18s] AGENT: Right now sir, yesterday your rate was lower, today the rate has increased a bit. Today's rate is sir 62,500. Yesterday's rate was 62,000. (अभी सर, कल आपका रेट कम था, आज रेट थोड़ा इनक्रीस हो गया। आज का रेट है सर 62,500. कल का रेट था 62,000.)\n[22s] CUSTOMER: The rate is increasing too much. You have brought it back to the post-COVID rate again. (बहुत ज्यादा बढ़ते जा रहा है रेट। ये तो फिर से जो है ना कोविड के बाद वाला रेट पे पहुंचा दिए आप।)\n[26s] AGENT: So, right now, basically what's happening, sir, is that from where the material comes, out of India, you understand, right? (तो अभी अभी बेसिकली क्या है ना सर कि अभी जो जहां से मटेरियल आता है, आउट ऑफ इंडिया, समझ रहे हैं ना?)\n[30s] CUSTOMER: Yes, yes. (हां हां।)\n[30s] AGENT: So there, the rate of coking coal has increased, understand? (तो वहां पे कोकिंग कोल का रेट बढ़ गया, समझे कि नहीं?)\n[32s] CUSTOMER: Hmm hmm. (हम्म हम्म।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: There is some background noise from the agent's side, but it doesn't significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "When the customer immediately asks for a price, answer them directly but then pivot back to discovery to regain control, for example: 'Sir, today's rate is 62,500. To confirm the exact landed cost for you, what do you manufacture?'", "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 customer, an engineering/fabrication company, immediately asked for the price of a 6mm plate. The agent provided the current rate. The customer objected to the high price, and the agent explained it was due to rising coking coal costs, after which the call ended without any discovery or next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, hello sir, this is Abdul speaking from JSW One.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer immediately asked for a price, and the agent did not deliver a hook to start the conversation.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any discovery questions; the conversation was purely transactional about price.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, so no relevant USPs were pitched. The agent only explained the reason for the price increase.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"What is the rate for a 6 mm plate?\", \"comment\": \"Agent did not attempt to qualify the requirement beyond the customer's initial query about a 6mm plate; no quantity, grade, or location was captured.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the price discussion; no next step was proposed or agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer immediately asks for a price, answer them directly but then pivot back to discovery to regain control, for example: 'Sir, today's rate is 62,500. To confirm the exact landed cost for you, what do you manufacture?'\", \"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\": \"mishandled\", \"evidence\": \"The rate is increasing too much. You have brought it back to the post-COVID rate again.\", \"response\": \"So, right now, basically what's happening, sir, is that from where the material comes, out of India, you understand, right? So there, the rate of coking coal has increased, understand?\"}], \"call_summary\": \"The customer, an engineering/fabrication company, immediately asked for the price of a 6mm plate. The agent provided the current rate. The customer objected to the high price, and the agent explained it was due to rising coking coal costs, after which the call ended without any discovery or next steps.\"}", "error": null, "latency_ms": 22775, "input_tokens": 3117, "output_tokens": 848, "created_at": "2026-09-25 11:06:46", "sentiment": "positive", "sentiment_score": 0.3, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.634, "agent_talk_sec": 17.5, "customer_talk_sec": 10.1, "dead_air_sec": 73.4, "longest_monologue_sec": 4.2, "agent_wpm": 298.3, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 3, "words_agent": 87, "words_customer": 52, "monologue_heavy": 0, "turns": [ { "ucid": "21112178903816851", "idx": 0, "speaker": "customer", "start_s": 2.98, "end_s": 3.38, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178903816851", "idx": 1, "speaker": "agent", "start_s": 3.5, "end_s": 3.88, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178903816851", "idx": 2, "speaker": "customer", "start_s": 4.48, "end_s": 4.8, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178903816851", "idx": 3, "speaker": "agent", "start_s": 5.01, "end_s": 7.21, "text_en": "Yes, hello sir, this is Abdul speaking from JSW One.", "text_native": "जी नमस्कार सर, अब्दुल बात कर रहा हूं मैं JSW One से।" }, { "ucid": "21112178903816851", "idx": 4, "speaker": "customer", "start_s": 7.57, "end_s": 8.01, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178903816851", "idx": 5, "speaker": "agent", "start_s": 8.1, "end_s": 9.5, "text_en": "JSW, I am speaking from JSW, sir.", "text_native": "JSW, JSW से बात कर रहा हूं सर।" }, { "ucid": "21112178903816851", "idx": 6, "speaker": "customer", "start_s": 10.0, "end_s": 12.0, "text_en": "You're speaking from JSW, Abdul. Yes, Abdul, go ahead.", "text_native": "JSW से बोल रहे हैं अब्दुल। हां अब्दुल बोलिए।" }, { "ucid": "21112178903816851", "idx": 7, "speaker": "agent", "start_s": 12.0, "end_s": 15.0, "text_en": "Your company is registered here, sir, as R and R Engineering and Fabricators.", "text_native": "आपकी कंपनी यहां रजिस्टर्ड है सर, R and R Engineering करके and Fabricators." }, { "ucid": "21112178903816851", "idx": 8, "speaker": "customer", "start_s": 15.3, "end_s": 17.8, "text_en": "What is the rate right now? What is the rate for a 6 mm plate? 6 mm 6300?", "text_native": "क्या रेट चल रहा है अभी? 6 mm का प्लेट का क्या रेट है? 6 mm 6300?" }, { "ucid": "21112178903816851", "idx": 9, "speaker": "agent", "start_s": 17.8, "end_s": 22.0, "text_en": "Right now sir, yesterday your rate was lower, today the rate has increased a bit. Today's rate is sir 62,500. Yesterday's rate was 62,000.", "text_native": "अभी सर, कल आपका रेट कम था, आज रेट थोड़ा इनक्रीस हो गया। आज का रेट है सर 62,500. कल का रेट था 62,000." }, { "ucid": "21112178903816851", "idx": 10, "speaker": "customer", "start_s": 22.0, "end_s": 25.5, "text_en": "The rate is increasing too much. You have brought it back to the post-COVID rate again.", "text_native": "बहुत ज्यादा बढ़ते जा रहा है रेट। ये तो फिर से जो है ना कोविड के बाद वाला रेट पे पहुंचा दिए आप।" }, { "ucid": "21112178903816851", "idx": 11, "speaker": "agent", "start_s": 25.5, "end_s": 29.5, "text_en": "So, right now, basically what's happening, sir, is that from where the material comes, out of India, you understand, right?", "text_native": "तो अभी अभी बेसिकली क्या है ना सर कि अभी जो जहां से मटेरियल आता है, आउट ऑफ इंडिया, समझ रहे हैं ना?" }, { "ucid": "21112178903816851", "idx": 12, "speaker": "customer", "start_s": 29.5, "end_s": 30.0, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178903816851", "idx": 13, "speaker": "agent", "start_s": 30.2, "end_s": 32.5, "text_en": "So there, the rate of coking coal has increased, understand?", "text_native": "तो वहां पे कोकिंग कोल का रेट बढ़ गया, समझे कि नहीं?" }, { "ucid": "21112178903816851", "idx": 14, "speaker": "customer", "start_s": 32.5, "end_s": 32.9, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" } ], "steps": [ { "ucid": "21112178903816851", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, hello sir, this is Abdul speaking from JSW One.", "comment": "Agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178903816851", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer immediately asked for a price, and the agent did not deliver a hook to start the conversation." }, { "ucid": "21112178903816851", "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 discovery questions; the conversation was purely transactional about price." }, { "ucid": "21112178903816851", "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 done, so no relevant USPs were pitched. The agent only explained the reason for the price increase." }, { "ucid": "21112178903816851", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "What is the rate for a 6 mm plate?", "comment": "Agent did not attempt to qualify the requirement beyond the customer's initial query about a 6mm plate; no quantity, grade, or location was captured." }, { "ucid": "21112178903816851", "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 after the price discussion; no next step was proposed or agreed upon." } ], "objections": [ { "ucid": "21112178903816851", "obj_type": "price", "state": "mishandled", "evidence": "The rate is increasing too much. You have brought it back to the post-COVID rate again.", "response": "So, right now, basically what's happening, sir, is that from where the material comes, out of India, you understand, right? So there, the rate of coking coal has increased, understand?" } ], "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": [] }