{ "ucid": "21112178903994071", "call_date": "2026-09-10", "start_time": "2026-09-10 17:02:20", "end_time": "2026-09-10 17:05:52", "duration_sec": 212, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Onboarded", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5a8d30d1840b31d051b4f40547a3e332.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 321, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178903994071__DIA5a8d30d1840b31d051b4f40547a3e332.mp3", "audio_bytes": 569376, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 189.792, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Yes, speak. (हां बोलिए।)\n[3s] AGENT: Yes sir, good evening. This is Kartik speaking from JSW One. (हांजी सर, good evening. कार्तिक ये बात कर रहा था JSW One से।)\n[6s] CUSTOMER: Greetings, speak. (नमस्ते, बोलिए।)\n[7s] AGENT: Yes, yes. Sir, in Vijetha Fab Engineers, will there be any such requirement for our HR and all? (हां हांजी। सर ये विजetha Fab Engineers में, any such requirement रहेगा अपना HR वगेरा में?)\n[11s] CUSTOMER: What is the requirement? (क्या requirement है?)\n[12s] AGENT: Uh sir, HR sheet, sheet or coil and all. Three to five tons. (अ सर HR sheet, sheet of coil वगेरा की। तीन से पांच टन का।)\n[15s] CUSTOMER: Okay, you have it. (अच्छा रहता है ना आपको।)\n[16s] AGENT: Uh so sir, we stock JSW's coils and all in Bangalore itself. Yes, yes. So if there is a minimum requirement of five tons, so we can, I mean you can purchase directly from the company. (अ तो सर Bangalore में ही अभी हम stock करते हैं JSW के coils वगेरा। हांजी हांजी। तो अगर ऐसे पांच टन minimum है requirement, so we can, I mean you can purchase directly from company.)\n[22s] CUSTOMER: Pricing means? Pricing? (Pricing मतलब? Pricing?)\n[23s] AGENT: Pricing of today?\n[25s] CUSTOMER: Hello?\n[26s] AGENT: Hello.\n[26s] CUSTOMER: Yes sir, speak. (हां सर बोलिए।)\n[27s] AGENT: Yes, yes. I was saying sir, in Bangalore we stock the material. Yes. Of JSW. So you will get better pricing than the market. If you look to purchase directly from us. (हांजी हांजी। मैं बोल रहा था सर Bangalore में हम stock करते हैं material। हां। JSW का। So आपको pricing better मिल जाएगा market से। अगर आप directly purchase करने का देखे हमसे तो।)\n[34s] CUSTOMER: We work on a credit line. (हम तो credit line पे काम करते हैं।)\n[35s] AGENT: Uh sir, you will get a credit line. It's just that the first transaction has to be done in advance. After that, you will get credit. (अ सर credit line आपको मिल जाएगा। बस first transaction अपना advance में करना होता है। After that तो credit मिल जाएगा।)\n[41s] AGENT: Yes, absolutely. Now, you can do that first transaction for five tons as well. That is not an issue. (हांजी बिलकुल ना। अब अभी वो first transaction आप पांच टन का भी कर सकते हो। That is not an issue.)\n[44s] CUSTOMER: Okay.\n[45s] AGENT: Right? We'll start with a five-ton order now. After that your regular requirement you can procure from us on credit. (Right? अभी पांच टन के order से start करते हैं। After that your regular requirement you can procure from us on credit.)\n[51s] CUSTOMER: No issue.\n[52s] AGENT: Yes. Okay. So sir when (हांजी। Okay. So sir when)\n[53s] CUSTOMER: Anybody, anybody contact number in Bangalore?\n[56s] AGENT: Uh yes, see sir we have a stockyard there. You can go and do material inspection if you want. I can align that. Right? But as of now, I mean sir we look after, as we are the e-commerce platform, we look after the working from our Mumbai office only.\n[69s] CUSTOMER: No issue.\n[69s] AGENT: Right? So the supply people would be there and they would\n[71s] CUSTOMER: Rates, rates are, rates are well aware, no? You, you know the rates now?\n[74s] AGENT: Yeah, do you do know rates as of today? Let me check.\n[76s] CUSTOMER: 5 mm and 5 to 10 mm what is the price now? Normal E250 grade.\n[79s] AGENT: E250, right? (E250 ना?)\n[80s] CUSTOMER: Yes.\n[80s] AGENT: In Bangalore the pricing is 62 250.\n[84s] CUSTOMER: Direct cash purchase?\n[86s] AGENT: Yeah, for cash purchase. 62 250.\n[88s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[90s] AGENT: So,\n[92s] AGENT: Let me know sir whenever\n[93s] CUSTOMER: Yeah.\n[94s] CUSTOMER: Okay, you please link me, link, link your person to me, okay?\n[96s] AGENT: Okay, okay. I'll I'll drop the text on our WhatsApp. Whenever you have requirement, just share your sizes with me and I'll share rates and connect you with there, okay?\n[101s] CUSTOMER: Okay sir, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 42, "connected": 1, "audio_notes": "clear: There is some background conversation on the customer's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "42 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "The customer drove the entire conversation. You need to take control by running the discovery process (what they make, monthly volume, current suppliers) *before* discussing price or solutions. This will help you build value and tailor your pitch instead of just answering questions.", "usp_relevance": "matched", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a fabrication company in Bangalore. The customer immediately asked about pricing and credit terms. The agent handled the credit objection according to the playbook but failed to conduct any discovery. The customer then requested a price for a specific HR grade and thickness, which the agent provided. The call ended with the agent agreeing to connect with the customer on WhatsApp and link them to a local contact for future requirements.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"good evening. This is Kartik speaking from JSW One.\", \"comment\": \"Agent greeted, identified JSW One, and used the company name; permission was implicitly granted by the customer's immediate engagement.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh so sir, we stock JSW's coils and all in Bangalore itself.\", \"comment\": \"Agent led with a clear, concise supply hook about local stock in Bangalore, which is appropriate for the pitch type.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions about the customer's business, volume, or current procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not proactively pitch USPs based on discovered needs; they only reacted to questions the customer asked about price and credit.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the customer provided a requirement, the agent failed to capture all necessary qualifying details like width, quantity, and delivery date.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll I'll drop the text on our WhatsApp. Whenever you have requirement, just share your sizes with me and I'll share rates and connect you with there, okay?\", \"comment\": \"Agent established a clear and agreed-upon next step to connect via WhatsApp for future requirements.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"The customer drove the entire conversation. You need to take control by running the discovery process (what they make, monthly volume, current suppliers) *before* discussing price or solutions. This will help you build value and tailor your pitch instead of just answering questions.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": \"credit\", \"state\": \"handled\", \"evidence\": \"We work on a credit line.\", \"response\": \"Uh sir, credit line आपको मिल जाएगा। बस first transaction अपना advance में करना होता है। After that तो credit मिल जाएगा।\"}], \"call_summary\": \"The agent contacted a fabrication company in Bangalore. The customer immediately asked about pricing and credit terms. The agent handled the credit objection according to the playbook but failed to conduct any discovery. The customer then requested a price for a specific HR grade and thickness, which the agent provided. The call ended with the agent agreeing to connect with the customer on WhatsApp and link them to a local contact for future requirements.\"}", "error": null, "latency_ms": 50641, "input_tokens": 3778, "output_tokens": 883, "created_at": "2026-09-25 11:06:53", "sentiment": "positive", "sentiment_score": 0.386, "sentiment_confidence": "high", "pos": 13, "neg": 10, "lex_hits": 24, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.74, "agent_talk_sec": 66.3, "customer_talk_sec": 23.3, "dead_air_sec": 122.4, "longest_monologue_sec": 12.5, "agent_wpm": 281.4, "interruptions": 0, "agent_turns": 21, "customer_turns": 21, "discovery_qs": 8, "words_agent": 311, "words_customer": 89, "monologue_heavy": 1, "turns": [ { "ucid": "21112178903994071", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 1.17, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178903994071", "idx": 1, "speaker": "agent", "start_s": 1.7, "end_s": 2.1, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903994071", "idx": 2, "speaker": "customer", "start_s": 2.4, "end_s": 2.9, "text_en": "Yes, speak.", "text_native": "हां बोलिए।" }, { "ucid": "21112178903994071", "idx": 3, "speaker": "agent", "start_s": 3.0, "end_s": 5.5, "text_en": "Yes sir, good evening. This is Kartik speaking from JSW One.", "text_native": "हांजी सर, good evening. कार्तिक ये बात कर रहा था JSW One से।" }, { "ucid": "21112178903994071", "idx": 4, "speaker": "customer", "start_s": 5.7, "end_s": 6.4, "text_en": "Greetings, speak.", "text_native": "नमस्ते, बोलिए।" }, { "ucid": "21112178903994071", "idx": 5, "speaker": "agent", "start_s": 6.6, "end_s": 10.3, "text_en": "Yes, yes. Sir, in Vijetha Fab Engineers, will there be any such requirement for our HR and all?", "text_native": "हां हांजी। सर ये विजetha Fab Engineers में, any such requirement रहेगा अपना HR वगेरा में?" }, { "ucid": "21112178903994071", "idx": 6, "speaker": "customer", "start_s": 10.8, "end_s": 11.6, "text_en": "What is the requirement?", "text_native": "क्या requirement है?" }, { "ucid": "21112178903994071", "idx": 7, "speaker": "agent", "start_s": 11.9, "end_s": 14.2, "text_en": "Uh sir, HR sheet, sheet or coil and all. Three to five tons.", "text_native": "अ सर HR sheet, sheet of coil वगेरा की। तीन से पांच टन का।" }, { "ucid": "21112178903994071", "idx": 8, "speaker": "customer", "start_s": 14.6, "end_s": 15.6, "text_en": "Okay, you have it.", "text_native": "अच्छा रहता है ना आपको।" }, { "ucid": "21112178903994071", "idx": 9, "speaker": "agent", "start_s": 16.0, "end_s": 21.7, "text_en": "Uh so sir, we stock JSW's coils and all in Bangalore itself. Yes, yes. So if there is a minimum requirement of five tons, so we can, I mean you can purchase directly from the company.", "text_native": "अ तो सर Bangalore में ही अभी हम stock करते हैं JSW के coils वगेरा। हांजी हांजी। तो अगर ऐसे पांच टन minimum है requirement, so we can, I mean you can purchase directly from company." }, { "ucid": "21112178903994071", "idx": 10, "speaker": "customer", "start_s": 21.8, "end_s": 22.8, "text_en": "Pricing means? Pricing?", "text_native": "Pricing मतलब? Pricing?" }, { "ucid": "21112178903994071", "idx": 11, "speaker": "agent", "start_s": 23.1, "end_s": 24.2, "text_en": "Pricing of today?", "text_native": "Pricing of today?" }, { "ucid": "21112178903994071", "idx": 12, "speaker": "customer", "start_s": 24.9, "end_s": 25.4, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178903994071", "idx": 13, "speaker": "agent", "start_s": 25.7, "end_s": 26.1, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178903994071", "idx": 14, "speaker": "customer", "start_s": 26.4, "end_s": 27.1, "text_en": "Yes sir, speak.", "text_native": "हां सर बोलिए।" }, { "ucid": "21112178903994071", "idx": 15, "speaker": "agent", "start_s": 27.3, "end_s": 33.7, "text_en": "Yes, yes. I was saying sir, in Bangalore we stock the material. Yes. Of JSW. So you will get better pricing than the market. If you look to purchase directly from us.", "text_native": "हांजी हांजी। मैं बोल रहा था सर Bangalore में हम stock करते हैं material। हां। JSW का। So आपको pricing better मिल जाएगा market से। अगर आप directly purchase करने का देखे हमसे तो।" }, { "ucid": "21112178903994071", "idx": 16, "speaker": "customer", "start_s": 33.8, "end_s": 35.1, "text_en": "We work on a credit line.", "text_native": "हम तो credit line पे काम करते हैं।" }, { "ucid": "21112178903994071", "idx": 17, "speaker": "agent", "start_s": 35.2, "end_s": 40.9, "text_en": "Uh sir, you will get a credit line. It's just that the first transaction has to be done in advance. After that, you will get credit.", "text_native": "अ सर credit line आपको मिल जाएगा। बस first transaction अपना advance में करना होता है। After that तो credit मिल जाएगा।" }, { "ucid": "21112178903994071", "idx": 18, "speaker": "agent", "start_s": 41.0, "end_s": 44.1, "text_en": "Yes, absolutely. Now, you can do that first transaction for five tons as well. That is not an issue.", "text_native": "हांजी बिलकुल ना। अब अभी वो first transaction आप पांच टन का भी कर सकते हो। That is not an issue." }, { "ucid": "21112178903994071", "idx": 19, "speaker": "customer", "start_s": 44.2, "end_s": 44.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178903994071", "idx": 20, "speaker": "agent", "start_s": 45.4, "end_s": 50.4, "text_en": "Right? We'll start with a five-ton order now. After that your regular requirement you can procure from us on credit.", "text_native": "Right? अभी पांच टन के order से start करते हैं। After that your regular requirement you can procure from us on credit." }, { "ucid": "21112178903994071", "idx": 21, "speaker": "customer", "start_s": 50.6, "end_s": 51.2, "text_en": "No issue.", "text_native": "No issue." }, { "ucid": "21112178903994071", "idx": 22, "speaker": "agent", "start_s": 51.7, "end_s": 53.0, "text_en": "Yes. Okay. So sir when", "text_native": "हांजी। Okay. So sir when" }, { "ucid": "21112178903994071", "idx": 23, "speaker": "customer", "start_s": 53.1, "end_s": 55.8, "text_en": "Anybody, anybody contact number in Bangalore?", "text_native": "Anybody, anybody contact number in Bangalore?" }, { "ucid": "21112178903994071", "idx": 24, "speaker": "agent", "start_s": 56.1, "end_s": 68.6, "text_en": "Uh yes, see sir we have a stockyard there. You can go and do material inspection if you want. I can align that. Right? But as of now, I mean sir we look after, as we are the e-commerce platform, we look after the working from our Mumbai office only.", "text_native": "Uh yes, see sir we have a stockyard there. You can go and do material inspection if you want. I can align that. Right? But as of now, I mean sir we look after, as we are the e-commerce platform, we look after the working from our Mumbai office only." }, { "ucid": "21112178903994071", "idx": 25, "speaker": "customer", "start_s": 68.7, "end_s": 69.1, "text_en": "No issue.", "text_native": "No issue." }, { "ucid": "21112178903994071", "idx": 26, "speaker": "agent", "start_s": 69.1, "end_s": 70.6, "text_en": "Right? So the supply people would be there and they would", "text_native": "Right? So the supply people would be there and they would" }, { "ucid": "21112178903994071", "idx": 27, "speaker": "customer", "start_s": 70.6, "end_s": 73.5, "text_en": "Rates, rates are, rates are well aware, no? You, you know the rates now?", "text_native": "Rates, rates are, rates are well aware, no? You, you know the rates now?" }, { "ucid": "21112178903994071", "idx": 28, "speaker": "agent", "start_s": 73.7, "end_s": 75.7, "text_en": "Yeah, do you do know rates as of today? Let me check.", "text_native": "Yeah, do you do know rates as of today? Let me check." }, { "ucid": "21112178903994071", "idx": 29, "speaker": "customer", "start_s": 75.8, "end_s": 78.8, "text_en": "5 mm and 5 to 10 mm what is the price now? Normal E250 grade.", "text_native": "5 mm and 5 to 10 mm what is the price now? Normal E250 grade." }, { "ucid": "21112178903994071", "idx": 30, "speaker": "agent", "start_s": 78.8, "end_s": 79.5, "text_en": "E250, right?", "text_native": "E250 ना?" }, { "ucid": "21112178903994071", "idx": 31, "speaker": "customer", "start_s": 79.6, "end_s": 80.0, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178903994071", "idx": 32, "speaker": "agent", "start_s": 80.2, "end_s": 84.0, "text_en": "In Bangalore the pricing is 62 250.", "text_native": "In Bangalore the pricing is 62 250." }, { "ucid": "21112178903994071", "idx": 33, "speaker": "customer", "start_s": 84.1, "end_s": 85.3, "text_en": "Direct cash purchase?", "text_native": "Direct cash purchase?" }, { "ucid": "21112178903994071", "idx": 34, "speaker": "agent", "start_s": 85.5, "end_s": 87.3, "text_en": "Yeah, for cash purchase. 62 250.", "text_native": "Yeah, for cash purchase. 62 250." }, { "ucid": "21112178903994071", "idx": 35, "speaker": "customer", "start_s": 87.6, "end_s": 88.3, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178903994071", "idx": 36, "speaker": "agent", "start_s": 90.0, "end_s": 90.3, "text_en": "So,", "text_native": "So," }, { "ucid": "21112178903994071", "idx": 37, "speaker": "agent", "start_s": 91.8, "end_s": 92.8, "text_en": "Let me know sir whenever", "text_native": "Let me know sir whenever" }, { "ucid": "21112178903994071", "idx": 38, "speaker": "customer", "start_s": 92.9, "end_s": 93.2, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178903994071", "idx": 39, "speaker": "customer", "start_s": 93.6, "end_s": 96.0, "text_en": "Okay, you please link me, link, link your person to me, okay?", "text_native": "Okay, you please link me, link, link your person to me, okay?" }, { "ucid": "21112178903994071", "idx": 40, "speaker": "agent", "start_s": 96.1, "end_s": 101.2, "text_en": "Okay, okay. I'll I'll drop the text on our WhatsApp. Whenever you have requirement, just share your sizes with me and I'll share rates and connect you with there, okay?", "text_native": "Okay, okay. I'll I'll drop the text on our WhatsApp. Whenever you have requirement, just share your sizes with me and I'll share rates and connect you with there, okay?" }, { "ucid": "21112178903994071", "idx": 41, "speaker": "customer", "start_s": 101.3, "end_s": 102.3, "text_en": "Okay sir, thank you.", "text_native": "Okay sir, thank you." } ], "steps": [ { "ucid": "21112178903994071", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "good evening. This is Kartik speaking from JSW One.", "comment": "Agent greeted, identified JSW One, and used the company name; permission was implicitly granted by the customer's immediate engagement." }, { "ucid": "21112178903994071", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh so sir, we stock JSW's coils and all in Bangalore itself.", "comment": "Agent led with a clear, concise supply hook about local stock in Bangalore, which is appropriate for the pitch type." }, { "ucid": "21112178903994071", "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 of the required discovery questions about the customer's business, volume, or current procurement." }, { "ucid": "21112178903994071", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not proactively pitch USPs based on discovered needs; they only reacted to questions the customer asked about price and credit." }, { "ucid": "21112178903994071", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although the customer provided a requirement, the agent failed to capture all necessary qualifying details like width, quantity, and delivery date." }, { "ucid": "21112178903994071", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll I'll drop the text on our WhatsApp. Whenever you have requirement, just share your sizes with me and I'll share rates and connect you with there, okay?", "comment": "Agent established a clear and agreed-upon next step to connect via WhatsApp for future requirements." } ], "objections": [ { "ucid": "21112178903994071", "obj_type": "credit", "state": "handled", "evidence": "We work on a credit line.", "response": "Uh sir, credit line आपको मिल जाएगा। बस first transaction अपना advance में करना होता है। After that तो credit मिल जाएगा।" } ], "missed_steps": [ "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }