{ "ucid": "21112178903873452", "call_date": "2026-09-10", "start_time": "2026-09-10 16:42:14", "end_time": "2026-09-10 16:43:15", "duration_sec": 61, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA222d82158155d6dcaf3c26f7a9dc073d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 327, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903873452__DIA222d82158155d6dcaf3c26f7a9dc073d.mp3", "audio_bytes": 135648, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 45.216, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] AGENT: Hello?\n[6s] CUSTOMER: Yes. (હા.)\n[6s] AGENT: Are you speaking from Kishan Equipments, sir? (કિશન ઇક્વિપમેન્ટ્સ થી વાત કરી રહ્યા છો સર?)\n[8s] CUSTOMER: Yes. (હા.)\n[8s] AGENT: Sir, I am calling from JSW One, I am Darsh, sir. (સર JSW One થી વાત કરું છું, દર્શ છું સર.)\n[10s] CUSTOMER: Yes, JSW One. (હા, JSW One.)\n[12s] AGENT: Sir, I saw you have some requirement, in sheet metal etc.? (સર, આપકો કુછ requirement મેં દેખીએ, sheet metal વગેરે માં?)\n[14s] CUSTOMER: We have requirements in sheet metal, but we don't purchase directly, we take it from your stockist only. (Sheet metal में requirement रहता है, लेकिन हम लोग डायरेक्ट नहीं purchase करते, हम लोग आपका stockist से ही लेते हैं।)\n[20s] AGENT: Okay, meaning the stockist brings the material. (अच्छा, मतलब जो stockist रहता है, वो लेके आता है material.)\n[22s] CUSTOMER: Yes, yes, yes. (हां, हां, हां।)\n[23s] AGENT: Understood. (समझ गया।)\n[24s] CUSTOMER: If there's anything, I will let you know. (मैं कुछ रहेगा तो मैं बताता हूं आपको।)\n[26s] AGENT: Okay sir, okay sir, okay sir.\n[26s] AGENT: Thank you sir.", "language": "Hindi", "languages": "[\"Hindi\", \"Gujarati\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "noisy: Significant background noise and chatter on the customer's side, but the main conversation is mostly clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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 a customer says they already buy from a stockist, don't end the call. Treat it as an opportunity to highlight the benefits of buying direct, like guaranteed Test Certificates and faster delivery, and propose a small trial order.", "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 agent contacted Kishan Equipments regarding a sheet metal requirement. The customer confirmed they use sheet metal but stated they only purchase through a JSW stockist, not directly. The agent acknowledged this and ended the call after the customer's polite dismissal, without attempting to overcome the objection or explore a direct relationship.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent greeted, used the company name, and identified JSW One, but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No supply or price hook was delivered; the agent instead opened with a generic question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions from the rubric were asked before the customer ended the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call did not progress past the initial objection.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked about a requirement, they did not attempt to capture any specific details (grade, qty, etc.) after the customer raised their objection.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent accepted the customer's vague brush-off (\\\"I will let you know\\\") without proposing a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they already buy from a stockist, don't end the call. Treat it as an opportunity to highlight the benefits of buying direct, like guaranteed Test Certificates and faster delivery, and propose a small trial order.\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"we don't purchase directly, we take it from your stockist only.\", \"response\": \"Okay, meaning the stockist brings the material.\"}], \"call_summary\": \"The agent contacted Kishan Equipments regarding a sheet metal requirement. The customer confirmed they use sheet metal but stated they only purchase through a JSW stockist, not directly. The agent acknowledged this and ended the call after the customer's polite dismissal, without attempting to overcome the objection or explore a direct relationship.\"}", "error": null, "latency_ms": 33492, "input_tokens": 2917, "output_tokens": 781, "created_at": "2026-09-25 11:06:52", "sentiment": "negative", "sentiment_score": -0.3, "sentiment_confidence": "high", "pos": 0, "neg": 1, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.538, "agent_talk_sec": 10.7, "customer_talk_sec": 9.2, "dead_air_sec": 41.1, "longest_monologue_sec": 2.4, "agent_wpm": 263.6, "interruptions": 0, "agent_turns": 8, "customer_turns": 6, "discovery_qs": 3, "words_agent": 47, "words_customer": 34, "monologue_heavy": 0, "turns": [ { "ucid": "21112178903873452", "idx": 0, "speaker": "agent", "start_s": 4.53, "end_s": 4.93, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178903873452", "idx": 1, "speaker": "customer", "start_s": 5.55, "end_s": 5.85, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178903873452", "idx": 2, "speaker": "agent", "start_s": 6.0, "end_s": 7.7, "text_en": "Are you speaking from Kishan Equipments, sir?", "text_native": "કિશન ઇક્વિપમેન્ટ્સ થી વાત કરી રહ્યા છો સર?" }, { "ucid": "21112178903873452", "idx": 3, "speaker": "customer", "start_s": 7.81, "end_s": 8.11, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178903873452", "idx": 4, "speaker": "agent", "start_s": 8.24, "end_s": 10.24, "text_en": "Sir, I am calling from JSW One, I am Darsh, sir.", "text_native": "સર JSW One થી વાત કરું છું, દર્શ છું સર." }, { "ucid": "21112178903873452", "idx": 5, "speaker": "customer", "start_s": 10.5, "end_s": 11.2, "text_en": "Yes, JSW One.", "text_native": "હા, JSW One." }, { "ucid": "21112178903873452", "idx": 6, "speaker": "agent", "start_s": 11.53, "end_s": 13.93, "text_en": "Sir, I saw you have some requirement, in sheet metal etc.?", "text_native": "સર, આપકો કુછ requirement મેં દેખીએ, sheet metal વગેરે માં?" }, { "ucid": "21112178903873452", "idx": 7, "speaker": "customer", "start_s": 14.04, "end_s": 19.24, "text_en": "We have requirements in sheet metal, but we don't purchase directly, we take it from your stockist only.", "text_native": "Sheet metal में requirement रहता है, लेकिन हम लोग डायरेक्ट नहीं purchase करते, हम लोग आपका stockist से ही लेते हैं।" }, { "ucid": "21112178903873452", "idx": 8, "speaker": "agent", "start_s": 19.5, "end_s": 21.9, "text_en": "Okay, meaning the stockist brings the material.", "text_native": "अच्छा, मतलब जो stockist रहता है, वो लेके आता है material." }, { "ucid": "21112178903873452", "idx": 9, "speaker": "customer", "start_s": 22.0, "end_s": 22.8, "text_en": "Yes, yes, yes.", "text_native": "हां, हां, हां।" }, { "ucid": "21112178903873452", "idx": 10, "speaker": "agent", "start_s": 23.0, "end_s": 23.4, "text_en": "Understood.", "text_native": "समझ गया।" }, { "ucid": "21112178903873452", "idx": 11, "speaker": "customer", "start_s": 23.5, "end_s": 25.4, "text_en": "If there's anything, I will let you know.", "text_native": "मैं कुछ रहेगा तो मैं बताता हूं आपको।" }, { "ucid": "21112178903873452", "idx": 12, "speaker": "agent", "start_s": 25.5, "end_s": 26.4, "text_en": "Okay sir, okay sir, okay sir.", "text_native": "Okay sir, okay sir, okay sir." }, { "ucid": "21112178903873452", "idx": 13, "speaker": "agent", "start_s": 26.5, "end_s": 27.0, "text_en": "Thank you sir.", "text_native": "Thank you sir." } ], "steps": [ { "ucid": "21112178903873452", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent greeted, used the company name, and identified JSW One, but failed to ask for permission to speak." }, { "ucid": "21112178903873452", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No supply or price hook was delivered; the agent instead opened with a generic question about requirements." }, { "ucid": "21112178903873452", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions from the rubric were asked before the customer ended the conversation." }, { "ucid": "21112178903873452", "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 call did not progress past the initial objection." }, { "ucid": "21112178903873452", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although the agent asked about a requirement, they did not attempt to capture any specific details (grade, qty, etc.) after the customer raised their objection." }, { "ucid": "21112178903873452", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent accepted the customer's vague brush-off (\"I will let you know\") without proposing a specific next step." } ], "objections": [ { "ucid": "21112178903873452", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "we don't purchase directly, we take it from your stockist only.", "response": "Okay, meaning the stockist brings the material." } ], "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": [] }