{ "ucid": "34972178307120660", "call_date": "2026-07-03", "start_time": "2026-07-03 15:03:26", "end_time": "2026-07-03 15:04:48", "duration_sec": 82, "campaign": "IS_MFG_HR_HRPO_PM_Opp_Jul26", "disposition": "General Enquiry", "agent": "Abhishek Gupta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe5ff9e6010333b9fad9d6735b06cec29.mp3", "dial_status": "", "customer_status": "answered", "agent_status": "answered", "hangup_by": "UserHangup", "excel_row": 29, "is_test": 0, "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"5108\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"d5e3e44362f35a7327903289babecf7d/9725973254797536801\",\"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\":\"हैल हैलो।\",\"channel\":1,\"start\":0.999875,\"end\":1.999875},{\"transcript\":\"हैलो हैलो।\",\"channel\":0,\"start\":2.199875,\"end\":2.999875},{\"transcript\":\"हैल हैलो।\",\"channel\":1,\"start\":3.599875,\"end\":4.599875},{\"transcript\":\"ओ रजेश जी बात कर रहे हैं।\",\"channel\":0,\"start\":4.799875,\"end\":6.199875},{\"transcript\":\"हाँ हाँ जी।\",\"channel\":1,\"start\":6.399875,\"end\":7.399875},{\"transcript\":\"ओक रज जी अभिषे गुप्ता बात कर रहा था मैं जी एस डब्ल्यू वॅन एम एस एम ए से।\",\"channel\":0,\"start\":7.399875,\"end\":11.399875},{\"transcript\":\"हाँ हाँ जी।\",\"channel\":1,\"start\":11.799875,\"end\":12.799875},{\"transcript\":\"जी सर आपने आपका काउन्ट रजिस्टर्ड किया था हमारे स्लेटफार्म पे उसी के रिगार्डिंग कॉल किया था कुछ देख रहे रेक्विरेमेंट है सर 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15:04:48\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}", "audio_path": "/data/audio/34972178307120660__DIAe5ff9e6010333b9fad9d6735b06cec29.mp3", "audio_bytes": 204984, "audio_status": "ok", "audio_error": null, "excel_turn_count": 21, "ingested_at": "2026-09-03 08:21:44.614582+00", "audio_secs": 68.328, "source_file": null, "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हेलो)\n[2s] AGENT: Hello (हेलो)\n[3s] CUSTOMER: Hello (हेलो)\n[3s] AGENT: Is this Rajat ji speaking? (रजत जी बात कर रहे हैं?)\n[4s] CUSTOMER: Yes. (हांजी।)\n[5s] AGENT: Rajat ji, this is Abhishek Gupta speaking, from JSW One MSME. (रजत जी, अभिषेक गुप्ता बात कर रहा था मैं, JSW One MSME से।)\n[8s] CUSTOMER: Yes. (हांजी।)\n[9s] AGENT: Sir, you had registered your account on our platform, I had called regarding that. Are you looking for something, do you have any requirement, sir? (सर आपने आपका account registered किया था हमारे platform पे, उसी के regarding call किया था। कुछ देख रहे हैं, requirement है सर कुछ?)\n[13s] CUSTOMER: I had done it earlier, man. (पहले करा था यार।)\n[15s] AGENT: Yes, regarding that... (जी, उसी के regarding...)\n[15s] CUSTOMER: Requirements keep coming, man, but your rates are always a little higher than the market. So a deal could never be made. (Requirement तो आती रहती है यार, वो but आपके rate हमेशा ना थोड़े ज्यादा होते हैं market से। तो इसलिए कभी बात बन नहीं पाई।)\n[20s] AGENT: Okay, so where for delivery, where do you look, sir? Where does your product go? (अच्छा, तो कहां delivery पे कहां पे देखते सर आपका product कहां जाता है?)\n[22s] CUSTOMER: Faridabad. (फरीदाबाद।)\n[23s] AGENT: Faridabad. Okay. So sir, ours has now opened in Ghaziabad as well, we have a stockyard there. So there too, all the HR running sizes that are available, you will get all of them there. (फरीदाबाद। Okay. तो सर हमारा अभी यहां पे गाजियाबाद पे भी open हो गया है, stockyard है वहां पे हमारा। तो वहां पे भी अब सारे जितने भी HR running sizes available है ना, वो वहां पे सब मिल जाएगा आपको।)\n[30s] AGENT: So if you have any such requirement, if it's coming up, then let me know and we can check once. (तो ऐसा कुछ अगर requirement हो आपके पास, अभी आने वाला हो, तो मुझे बताइएगा तो एक बार हम check कर सकते हैं।)\n[34s] CUSTOMER: So you... is this your personal number? (तो आप मेरेको, ये आपका personal number है?)\n[36s] AGENT: No, this is not personal. I will send you a 'hi' on WhatsApp from my personal number. (नहीं, ये personal नहीं है। मैं आपको personal से WhatsApp पे hi कर देता हूं।)\n[38s] CUSTOMER: Yes, do it from that so that next time if there's anything, I can directly take a query from you, the rate. (हां, मेरेको उससे कर दो ताकि next time कुछ हो, मैं आपसे direct एक बार query ले लूंगा, rate।)\n[42s] AGENT: Yes, that will be good, sir. So I will WhatsApp you on this, you can check. (हां, वो सही रहेगा सर। तो मैं आपको इसी पे WhatsApp कर देता हूं, आप check कर लेना।)\n[44s] CUSTOMER: Yes, do it on this. Okay, okay. (हां, इसपे कर दो। ठीक है, ठीक है।)\n[46s] AGENT: Okay, okay Rajat ji. (Okay, okay रजत जी।)\n[47s] CUSTOMER: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: The audio quality is good with minimal background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "22 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When a customer raises a historical price objection, first re-validate their specific requirement (product, quantity) to anchor the conversation, then use the new Ghaziabad stockyard to build a fresh, competitive landed-cost proposal.", "usp_relevance": "matched", "rubric_inferred": 0, "segment_detected": "unknown", "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, who had registered previously, immediately raised an objection about JSW's prices being historically higher than the market. The agent countered by mentioning a new, closer stockyard in Ghaziabad but failed to validate any specific requirement or perform discovery. The call ended with the customer deferring any business to a future time and the agent agreeing to share contact details via WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had registered your account on our platform, I had called regarding that.\", \"comment\": \"The agent correctly opened by referencing the customer's prior activity on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked for the delivery location but failed to revalidate product, quantity, or timeline after the customer raised an objection.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The agent did not provide a price, commit to a timeline for a quote, or attempt to close a sale, instead agreeing to a passive follow-up.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So sir, ours has now opened in Ghaziabad as well, we have a stockyard there.\", \"comment\": \"The agent avoided a generic re-pitch and instead offered a single, relevant new piece of information (the Ghaziabad stockyard) to counter the customer's objection.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer raises a historical price objection, first re-validate their specific requirement (product, quantity) to anchor the conversation, then use the new Ghaziabad stockyard to build a fresh, competitive landed-cost proposal.\", \"segment_detected\": \"unknown\", \"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\": \"your rates are always a little higher than the market. So a deal could never be made.\", \"response\": \"Okay, so where for delivery, where do you look, sir? ... So sir, ours has now opened in Ghaziabad as well, we have a stockyard there.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"next time if there's anything, I can directly take a query from you, the rate.\", \"response\": \"Yes, that will be good, sir. So I will WhatsApp you on this, you can check.\"}], \"call_summary\": \"The customer, who had registered previously, immediately raised an objection about JSW's prices being historically higher than the market. The agent countered by mentioning a new, closer stockyard in Ghaziabad but failed to validate any specific requirement or perform discovery. 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Are you looking for something, do you have any requirement, sir?", "text_native": "सर आपने आपका account registered किया था हमारे platform पे, उसी के regarding call किया था। कुछ देख रहे हैं, requirement है सर कुछ?" }, { "ucid": "34972178307120660", "idx": 8, "speaker": "customer", "start_s": 13.4, "end_s": 14.3, "text_en": "I had done it earlier, man.", "text_native": "पहले करा था यार।" }, { "ucid": "34972178307120660", "idx": 9, "speaker": "agent", "start_s": 14.6, "end_s": 15.3, "text_en": "Yes, regarding that...", "text_native": "जी, उसी के regarding..." }, { "ucid": "34972178307120660", "idx": 10, "speaker": "customer", "start_s": 15.3, "end_s": 19.3, "text_en": "Requirements keep coming, man, but your rates are always a little higher than the market. So a deal could never be made.", "text_native": "Requirement तो आती रहती है यार, वो but आपके rate हमेशा ना थोड़े ज्यादा होते हैं market से। तो इसलिए कभी बात बन नहीं पाई।" }, { "ucid": "34972178307120660", "idx": 11, "speaker": "agent", "start_s": 19.7, "end_s": 21.9, "text_en": "Okay, so where for delivery, where do you look, sir? Where does your product go?", "text_native": "अच्छा, तो कहां delivery पे कहां पे देखते सर आपका product कहां जाता है?" }, { "ucid": "34972178307120660", "idx": 12, "speaker": "customer", "start_s": 22.1, "end_s": 22.7, "text_en": "Faridabad.", "text_native": "फरीदाबाद।" }, { "ucid": "34972178307120660", "idx": 13, "speaker": "agent", "start_s": 22.7, "end_s": 29.8, "text_en": "Faridabad. Okay. So sir, ours has now opened in Ghaziabad as well, we have a stockyard there. So there too, all the HR running sizes that are available, you will get all of them there.", "text_native": "फरीदाबाद। Okay. तो सर हमारा अभी यहां पे गाजियाबाद पे भी open हो गया है, stockyard है वहां पे हमारा। तो वहां पे भी अब सारे जितने भी HR running sizes available है ना, वो वहां पे सब मिल जाएगा आपको।" }, { "ucid": "34972178307120660", "idx": 14, "speaker": "agent", "start_s": 30.2, "end_s": 34.1, "text_en": "So if you have any such requirement, if it's coming up, then let me know and we can check once.", "text_native": "तो ऐसा कुछ अगर requirement हो आपके पास, अभी आने वाला हो, तो मुझे बताइएगा तो एक बार हम check कर सकते हैं।" }, { "ucid": "34972178307120660", "idx": 15, "speaker": "customer", "start_s": 34.2, "end_s": 35.9, "text_en": "So you... is this your personal number?", "text_native": "तो आप मेरेको, ये आपका personal number है?" }, { "ucid": "34972178307120660", "idx": 16, "speaker": "agent", "start_s": 36.1, "end_s": 38.4, "text_en": "No, this is not personal. I will send you a 'hi' on WhatsApp from my personal number.", "text_native": "नहीं, ये personal नहीं है। मैं आपको personal से WhatsApp पे hi कर देता हूं।" }, { "ucid": "34972178307120660", "idx": 17, "speaker": "customer", "start_s": 38.4, "end_s": 41.7, "text_en": "Yes, do it from that so that next time if there's anything, I can directly take a query from you, the rate.", "text_native": "हां, मेरेको उससे कर दो ताकि next time कुछ हो, मैं आपसे direct एक बार query ले लूंगा, rate।" }, { "ucid": "34972178307120660", "idx": 18, "speaker": "agent", "start_s": 41.9, "end_s": 44.4, "text_en": "Yes, that will be good, sir. So I will WhatsApp you on this, you can check.", "text_native": "हां, वो सही रहेगा सर। तो मैं आपको इसी पे WhatsApp कर देता हूं, आप check कर लेना।" }, { "ucid": "34972178307120660", "idx": 19, "speaker": "customer", "start_s": 44.4, "end_s": 45.8, "text_en": "Yes, do it on this. Okay, okay.", "text_native": "हां, इसपे कर दो। ठीक है, ठीक है।" }, { "ucid": "34972178307120660", "idx": 20, "speaker": "agent", "start_s": 45.9, "end_s": 46.9, "text_en": "Okay, okay Rajat ji.", "text_native": "Okay, okay रजत जी।" }, { "ucid": "34972178307120660", "idx": 21, "speaker": "customer", "start_s": 47.2, "end_s": 47.7, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "34972178307120660", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, you had registered your account on our platform, I had called regarding that.", "comment": "The agent correctly opened by referencing the customer's prior activity on the platform." }, { "ucid": "34972178307120660", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only asked for the delivery location but failed to revalidate product, quantity, or timeline after the customer raised an objection." }, { "ucid": "34972178307120660", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked to understand the customer's business, application, or procurement habits." }, { "ucid": "34972178307120660", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a price, commit to a timeline for a quote, or attempt to close a sale, instead agreeing to a passive follow-up." }, { "ucid": "34972178307120660", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "So sir, ours has now opened in Ghaziabad as well, we have a stockyard there.", "comment": "The agent avoided a generic re-pitch and instead offered a single, relevant new piece of information (the Ghaziabad stockyard) to counter the customer's objection." } ], "objections": [ { "ucid": "34972178307120660", "obj_type": "price", "state": "mishandled", "evidence": "your rates are always a little higher than the market. So a deal could never be made.", "response": "Okay, so where for delivery, where do you look, sir? ... So sir, ours has now opened in Ghaziabad as well, we have a stockyard there." }, { "ucid": "34972178307120660", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "next time if there's anything, I can directly take a query from you, the rate.", "response": "Yes, that will be good, sir. So I will WhatsApp you on this, you can check." } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }