{ "ucid": "34972178298318310", "call_date": "2026-07-02", "start_time": "2026-07-02 14:36:23", "end_time": "2026-07-02 14:37:42", "duration_sec": 79, "campaign": "IS_MFG_HR_HRPO_PM_Opp_Jul26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfea5501bffe687f251b521fbe11631db.mp3", "dial_status": "", "customer_status": "answered", "agent_status": "answered", "hangup_by": "UserHangup", "excel_row": 20, "is_test": 0, "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"4451\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"140a16ef3b07e4b5f981f9cb68d61702/13844999586480103837\",\"x-forwarded-proto\":\"https\",\"via\":\"1.1 google\",\"x-forwarded-for\":\"3.111.26.194,34.8.227.186\"},\"params\":{},\"query\":{},\"body\":{\"conversation\":{\"turnwise\":[{\"transcript\":\"हैलो हैलो।\",\"channel\":1,\"start\":0.799875,\"end\":1.599875},{\"transcript\":\"हैल हैलो।\",\"channel\":0,\"start\":1.799875,\"end\":2.799875},{\"transcript\":\"हाँ हाँ जी।\",\"channel\":1,\"start\":2.999875,\"end\":3.799875},{\"transcript\":\"या या गुड आफ्टरनून सर मैं अपभील बात कर रहा हूँ जी एस डबल्यू मंबई ड ऑफिस ये।\",\"channel\":0,\"start\":3.999875,\"end\":7.599875},{\"transcript\":\"हाँ हाँ जी हाँ जी बोलिए।\",\"channel\":1,\"start\":7.799875,\"end\":9.199875},{\"transcript\":\"सी पकी कंपनी यहाँ था जिस्टर्ड थिसर उसके लिए फ़ोन किया था ा मैं शकर स्टील तो कुछ रेक्विरेमेंट होता क्या सर आपको स्टील में हच आर सी आर में।\",\"channel\":0,\"start\":9.399875,\"end\":17.799875},{\"transcript\":\"हाँि ँ जी बोलिए।\",\"channel\":1,\"start\":14.999875,\"end\":16.199875},{\"transcript\":\"क् क्या दीबारा बोलिए।\",\"channel\":1,\"start\":18.399875,\"end\":19.999875},{\"transcript\":\"आ आपको स्टील में रेक्विरेमेंट हा मिटेरियल का सर ये च आर सी आर जी पी जी आई ऐसा कुछ।\",\"channel\":0,\"start\":20.399875,\"end\":24.599875},{\"transcript\":\"नही न हीं सर फिलहाल टु पुणिए बट हमारा चलता रहता है आपका जो यहाँ पे लोकल जी एस टबल्यू वॅन का सेटअप हो रहा था नेाप वो उसके रिगार्डिंग हमारी उनसे बात हो रही थी।\",\"channel\":1,\"start\":25.199875,\"end\":35.599875},{\"transcript\":\"हाँ हाँ।\",\"channel\":0,\"start\":33.399875,\"end\":34.199875},{\"transcript\":\"हाँ हाँ।\",\"channel\":0,\"start\":35.999875,\"end\":36.799875},{\"transcript\":\"तो तो उनका भी कुछ फाइनलइज नहीं हुआ है उनके प्राइसेस वगैरह अभी अभी थोड़े से और उनकी थोड़ी सी यहाँ पे जो सप्लाई है सप्लाई चेंज वो भी थोड़ी सी अभी प्रॉपर चेक अप नहीं हुई है उस वजह से मा रा उनके साथ काम थोड़ा होल्ड ।\",\"channel\":1,\"start\":35.999875,\"end\":47.399875},{\"transcript\":\"ही औ।\",\"channel\":0,\"start\":38.799875,\"end\":39.599875},{\"transcript\":\"हा हा।\",\"channel\":0,\"start\":42.999875,\"end\":43.799875},{\"transcript\":\"हम हम्।\",\"channel\":0,\"start\":48.599875,\"end\":49.399875},{\"transcript\":\"तो वो काम जैसे ही हो जाएगा ना सप्लाई चीन जैसी ी थोड़ी स्रीमलाइन होगी तब हम देख लेंगे।\",\"channel\":1,\"start\":49.799875,\"end\":53.999875},{\"transcript\":\"ठी ठीक है सर जैसा बता दूंगिए ठीक है।\",\"channel\":0,\"start\":55.599875,\"end\":57.799875},{\"transcript\":\"ठीक ठीक है।\",\"channel\":1,\"start\":58.199875,\"end\":58.989875},{\"transcript\":\"ठीक ठीकै।\",\"channel\":0,\"start\":59.599875,\"end\":60.189875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178298318310,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178298318310,\"CallDate\":\"2026-07-02\",\"StartTime\":\"2026-07-02 14:36:23\",\"EndTime\":\"2026-07-02 14:37:42\",\"CallDuration\":\"00:01:19\",\"CampaignName\":\"IS_MFG_HR_HRPO_PM_Opp_Jul26\",\"Disposition\":\"General Enquiry\",\"AgentName\":\"Abdul Ansari\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"UserHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfea5501bffe687f251b521fbe11631db.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-02\",\"CallStartTime\":\"2026-07-02 14:36:23\",\"CallEndTime\":\"2026-07-02 14:37:42\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}", "audio_path": "/data/audio/34972178298318310__DIAfea5501bffe687f251b521fbe11631db.mp3", "audio_bytes": 183600, "audio_status": "ok", "audio_error": null, "excel_turn_count": 20, "ingested_at": "2026-09-03 08:21:44.614582+00", "audio_secs": 61.2, "source_file": null, "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello (हेलो)\n[1s] AGENT: Hello (हेलो)\n[2s] CUSTOMER: Yes. (हां जी।)\n[3s] AGENT: Yeah, good afternoon sir. I am Abdul speaking from JSW Mumbai head office. (Yeah, good afternoon sir. मैं अब्दुल बात कर रहा हूं JSW Mumbai head office से।)\n[6s] CUSTOMER: Yes, yes, tell me. (हां जी हां जी बोलिए।)\n[7s] AGENT: Your company was registered here, sir. I had called for that, sir, to Maheshwar Steel. So, do you have any requirement, sir, for steel in HR, CR? (आपकी कंपनी यहां पे registered थी सर। उसके लिए फोन किया था सर, महेश्वर स्टील पर। तो कुछ requirement होता है क्या सर आपको steel में HR CR में?)\n[12s] CUSTOMER: What? Say it again. (क्या? दोबारा बोलिए।)\n[13s] AGENT: Do you have a requirement for steel material, sir? HR, CR, GP, GI, something like that? (आपको steel में requirement है material का सर? HR, CR, GP, GI ऐसा कुछ?)\n[17s] CUSTOMER: Uh no sir, for now there is none, but we do have it. The new local JSW One setup that was happening here, we were talking to them regarding that. Nothing has been finalized from their end yet. Their prices etc. are also a bit... and their supply here, the supply chain, that is also not properly set up yet, because of that our work with them is on a bit of a halt. (और नहीं सर फिलहाल तो कोई नहीं है but हमारा रहता है। आपका जो यहां पे local JSW One का setup हो रहा था नया, वो उसके regarding हमारी उनसे बात हो रही थी। उनका अभी कुछ finalize नहीं हुआ है। उनके prices वगेरा भी अभी थोड़े से और उनकी थोड़ी सी यहां पे जो supply है, supply chain, वो भी थोड़ी सी अभी proper setup नहीं हुई है, उस वजह से हमारा उनके साथ काम थोड़ा halt पे है।)\n[28s] AGENT: Hmm. (हम्म।)\n[28s] CUSTOMER: As soon as that work is done, as soon as their supply chain is a bit streamlined, then we will see. (वो काम जैसे ही हो जाएगा, उनकी supply chain जैसे ही थोड़ी streamline होगी, तब हम देख लेंगे।)\n[33s] AGENT: Okay sir, let me know how it goes, okay? (ठीक है सर, जैसा हो बता दीजिएगा, ठीक है?)\n[35s] CUSTOMER: Okay sir. (ठीक है सर।)\n[36s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: There is a slight echo on the customer's side, but it does not affect transcription.", "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": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When a customer explains why they aren't buying from us, you must ask questions to understand and solve their problem, not just accept it and end 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": "lead_time_issue", "supply_details": "Customer states the local JSW One supply chain is not yet functional: \"their supply here, the supply chain, that is also not properly set up yet, because of that our work with them is on a bit of a halt.\"", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called a registered user, Maheshwar Steel. The customer immediately stated they have no current requirement because their past experience with the local JSW One setup involved high prices and an unreliable supply chain. The agent did not probe these issues, accepted the situation, and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Your company was registered here, sir. I had called for that, sir... So, do you have any requirement, sir, for steel in HR, CR?\", \"comment\": \"The agent did not acknowledge a specific platform submission, instead asking a generic question about requirements.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No specific requirement was discussed, so no fields could be revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions, even after the customer raised issues with price and supply.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, let me know how it goes, okay?\", \"comment\": \"The agent made no attempt to close or provide a price/timeline, instead ending the call passively.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay sir, let me know how it goes, okay?\", \"comment\": \"The agent did not pitch any products, therefore did not unnecessarily re-pitch the portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer explains why they aren't buying from us, you must ask questions to understand and solve their problem, not just accept it and end 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\": \"lead_time_issue\", \"supply_details\": \"Customer states the local JSW One supply chain is not yet functional: \\\"their supply here, the supply chain, that is also not properly set up yet, because of that our work with them is on a bit of a halt.\\\"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Their prices etc. are also a bit...\", \"response\": \"Hmm.\"}], \"call_summary\": \"The agent called a registered user, Maheshwar Steel. The customer immediately stated they have no current requirement because their past experience with the local JSW One setup involved high prices and an unreliable supply chain. The agent did not probe these issues, accepted the situation, and ended the call.\"}", "error": null, "latency_ms": 37006, "input_tokens": 3201, "output_tokens": 766, "created_at": "2026-09-03 09:24:08", "sentiment": "negative", "sentiment_score": -0.2, "sentiment_confidence": "high", "pos": 1, "neg": 3, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.423, "agent_talk_sec": 13.5, "customer_talk_sec": 18.4, "dead_air_sec": 47.1, "longest_monologue_sec": 4.9, "agent_wpm": 302.2, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 4, "words_agent": 68, "words_customer": 107, "monologue_heavy": 0, "turns": [ { "ucid": "34972178298318310", "idx": 0, "speaker": "customer", "start_s": 0.48, "end_s": 0.9, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "34972178298318310", "idx": 1, "speaker": "agent", "start_s": 1.23, "end_s": 1.65, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "34972178298318310", "idx": 2, "speaker": "customer", "start_s": 2.0, "end_s": 2.4, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178298318310", "idx": 3, "speaker": "agent", "start_s": 2.69, "end_s": 5.5, "text_en": "Yeah, good afternoon sir. I am Abdul speaking from JSW Mumbai head office.", "text_native": "Yeah, good afternoon sir. मैं अब्दुल बात कर रहा हूं JSW Mumbai head office से।" }, { "ucid": "34972178298318310", "idx": 4, "speaker": "customer", "start_s": 5.78, "end_s": 6.58, "text_en": "Yes, yes, tell me.", "text_native": "हां जी हां जी बोलिए।" }, { "ucid": "34972178298318310", "idx": 5, "speaker": "agent", "start_s": 6.9, "end_s": 11.8, "text_en": "Your company was registered here, sir. I had called for that, sir, to Maheshwar Steel. So, do you have any requirement, sir, for steel in HR, CR?", "text_native": "आपकी कंपनी यहां पे registered थी सर। उसके लिए फोन किया था सर, महेश्वर स्टील पर। तो कुछ requirement होता है क्या सर आपको steel में HR CR में?" }, { "ucid": "34972178298318310", "idx": 6, "speaker": "customer", "start_s": 12.2, "end_s": 13.1, "text_en": "What? Say it again.", "text_native": "क्या? दोबारा बोलिए।" }, { "ucid": "34972178298318310", "idx": 7, "speaker": "agent", "start_s": 13.4, "end_s": 16.2, "text_en": "Do you have a requirement for steel material, sir? HR, CR, GP, GI, something like that?", "text_native": "आपको steel में requirement है material का सर? HR, CR, GP, GI ऐसा कुछ?" }, { "ucid": "34972178298318310", "idx": 8, "speaker": "customer", "start_s": 16.6, "end_s": 27.9, "text_en": "Uh no sir, for now there is none, but we do have it. The new local JSW One setup that was happening here, we were talking to them regarding that. Nothing has been finalized from their end yet. Their prices etc. are also a bit... and their supply here, the supply chain, that is also not properly set up yet, because of that our work with them is on a bit of a halt.", "text_native": "और नहीं सर फिलहाल तो कोई नहीं है but हमारा रहता है। आपका जो यहां पे local JSW One का setup हो रहा था नया, वो उसके regarding हमारी उनसे बात हो रही थी। उनका अभी कुछ finalize नहीं हुआ है। उनके prices वगेरा भी अभी थोड़े से और उनकी थोड़ी सी यहां पे जो supply है, supply chain, वो भी थोड़ी सी अभी proper setup नहीं हुई है, उस वजह से हमारा उनके साथ काम थोड़ा halt पे है।" }, { "ucid": "34972178298318310", "idx": 9, "speaker": "agent", "start_s": 28.0, "end_s": 28.5, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "34972178298318310", "idx": 10, "speaker": "customer", "start_s": 28.5, "end_s": 32.5, "text_en": "As soon as that work is done, as soon as their supply chain is a bit streamlined, then we will see.", "text_native": "वो काम जैसे ही हो जाएगा, उनकी supply chain जैसे ही थोड़ी streamline होगी, तब हम देख लेंगे।" }, { "ucid": "34972178298318310", "idx": 11, "speaker": "agent", "start_s": 32.9, "end_s": 34.6, "text_en": "Okay sir, let me know how it goes, okay?", "text_native": "ठीक है सर, जैसा हो बता दीजिएगा, ठीक है?" }, { "ucid": "34972178298318310", "idx": 12, "speaker": "customer", "start_s": 35.0, "end_s": 35.6, "text_en": "Okay sir.", "text_native": "ठीक है सर।" }, { "ucid": "34972178298318310", "idx": 13, "speaker": "agent", "start_s": 36.2, "end_s": 36.6, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "34972178298318310", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Your company was registered here, sir. I had called for that, sir... So, do you have any requirement, sir, for steel in HR, CR?", "comment": "The agent did not acknowledge a specific platform submission, instead asking a generic question about requirements." }, { "ucid": "34972178298318310", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No specific requirement was discussed, so no fields could be revalidated." }, { "ucid": "34972178298318310", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions, even after the customer raised issues with price and supply." }, { "ucid": "34972178298318310", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, let me know how it goes, okay?", "comment": "The agent made no attempt to close or provide a price/timeline, instead ending the call passively." }, { "ucid": "34972178298318310", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Okay sir, let me know how it goes, okay?", "comment": "The agent did not pitch any products, therefore did not unnecessarily re-pitch the portfolio." } ], "objections": [ { "ucid": "34972178298318310", "obj_type": "price", "state": "mishandled", "evidence": "Their prices etc. are also a bit...", "response": "Hmm." } ], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }