{ "ucid": "34972178392079720", "call_date": "2026-07-13", "start_time": "2026-07-13 11:03:17", "end_time": "2026-07-13 11:04:50", "duration_sec": 93, "campaign": "IS_MFG_CR_GI_Coated_Opp_Jul26", "disposition": "No_requirement", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf313cde8a1075c56181c6291d403cfea.mp3", "dial_status": "", "customer_status": "answered", "agent_status": "answered", "hangup_by": "UserHangup", "excel_row": 134, "is_test": 0, "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"2625\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"8ec8ff20500db16c56ab41b7f493807e/16957553733386779523\",\"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\":\"હૈલો\",\"channel\":0,\"start\":3.399875,\"end\":4.199875},{\"transcript\":\"હા\",\"channel\":1,\"start\":4.799875,\"end\":5.599875},{\"transcript\":\"હા\",\"channel\":1,\"start\":8.799875,\"end\":9.599875},{\"transcript\":\"પી ગુડ મોર્નિંગ હું અંકિત રી વાત કરું છું જેએસ માંથી િંગ મુંબઈ\",\"channel\":0,\"start\":9.999875,\"end\":16.199875},{\"transcript\":\"હો\",\"channel\":1,\"start\":17.599875,\"end\":18.199875},{\"transcript\":\"આપણે થ તમે મારા જગમા લપોટલ પર તમારુછેજીન ક પરથુ મને ક્યારે ી કોઈ સરિક્વારઆ નથી તમા\",\"channel\":0,\"start\":18.799875,\"end\":37.199875},{\"transcript\":\"ડી\",\"channel\":0,\"start\":37.399875,\"end\":38.199875},{\"transcript\":\"ક મળી જાયછ\",\"channel\":1,\"start\":37.599875,\"end\":41.599875},{\"transcript\":\"અચ્છ ઓકે\",\"channel\":0,\"start\":41.999875,\"end\":43.599875},{\"transcript\":\"ી તમારેર\",\"channel\":1,\"start\":41.999875,\"end\":44.999875},{\"transcript\":\"અઆબકર છે તો\",\"channel\":0,\"start\":46.199875,\"end\":52.799875},{\"transcript\":\"લોકો\",\"channel\":1,\"start\":51.799875,\"end\":52.599875},{\"transcript\":\"બિલરો\",\"channel\":1,\"start\":53.799875,\"end\":55.399875},{\"transcript\":\"રવછ\",\"channel\":0,\"start\":55.799875,\"end\":62.799875},{\"transcript\":\"એ\",\"channel\":1,\"start\":63.799875,\"end\":68.599875},{\"transcript\":\"ઓકે અચ્છાઅચછા\",\"channel\":0,\"start\":67.399875,\"end\":76.399875},{\"transcript\":\"તુ આપ\",\"channel\":0,\"start\":76.799875,\"end\":78.399875},{\"transcript\":\"ત મોક\",\"channel\":1,\"start\":76.799875,\"end\":77.999875},{\"transcript\":\"સનથી\",\"channel\":0,\"start\":78.599875,\"end\":81.389875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178392079720,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178392079720,\"CallDate\":\"2026-07-13\",\"StartTime\":\"2026-07-13 11:03:17\",\"EndTime\":\"2026-07-13 11:04:50\",\"CallDuration\":\"00:01:33\",\"CampaignName\":\"IS_MFG_CR_GI_Coated_Opp_Jul26\",\"Disposition\":\"No_requirement\",\"AgentName\":\"ankit mistry\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"UserHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf313cde8a1075c56181c6291d403cfea.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-13\",\"CallStartTime\":\"2026-07-13 11:03:17\",\"CallEndTime\":\"2026-07-13 11:04:50\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}", "audio_path": "/data/audio/34972178392079720__DIAf313cde8a1075c56181c6291d403cfea.mp3", "audio_bytes": 247536, "audio_status": "ok", "audio_error": null, "excel_turn_count": 19, "ingested_at": "2026-09-03 08:21:44.614582+00", "audio_secs": 82.512, "source_file": null, "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (હેલો?)\n[1s] AGENT: Yes. (હા.)\n[2s] AGENT: Uh, is this Aliji speaking? Alibhai? (અ અલીજી વાત કરે છે? અલીભાઈ?)\n[3s] CUSTOMER: Yes. (હા.)\n[4s] AGENT: Uh Alibhai, good morning. I am Ankit Mistry speaking from JSW Steel. Jindal Steel Mumbai Head Office. (અ અલીભાઈ ગુડ મોર્નિંગ. હું અંકિત મિસ્ત્રી વાત કરું છું JSW સ્ટીલમાંથી. જિંદાલ સ્ટીલ મુંબઈ હેડ ઓફિસ.)\n[8s] CUSTOMER: Yes. (હા.)\n[9s] AGENT: Uh Alibhai, a while ago you had registered your business, which is Alibhai Engineers, on our Jindal's digital portal. But then it's been almost over a year. We have never received any steel requirement from you after that. So I just called you regarding that to know. (અ અલીભાઈ, આપણે થોડા ટાઈમ પહેલા તમે અમારા જિંદાલના ડિજિટલ પોર્ટલ પર તમારું જે બિઝનેસ છે, which is અલીભાઈ એન્જિનિયર્સ, અ એ અકાઉન્ટ આપણે તમે રજીસ્ટ્રેશન કરાવ્યું હતું. બટ ધેન ઓલમોસ્ટ એને એક વર્ષ ઉપર જેવું થઈ ગયું છે. અમને ક્યારેય એના પછી કોઈ સ્ટીલની રિક્વાયરમેન્ટ આવી નથી. તો બસ એના રિગાર્ડિંગ મેં તમને ફોન કર્યો છે જાણવા માટે મેં.)\n[17s] CUSTOMER: Sorry? (સોરી?)\n[17s] CUSTOMER: No no, nothing like that. I get the material locally from an agent, so then (ના ના એવું કઈ નહિ. લોકલી મને એજન્ટ પાસેથી મટીરીયલ મળી જાય છે એટલે પછી)\n[20s] AGENT: I see, okay. (અચ્છા, ઓકે.)\n[21s] CUSTOMER: There's also a difference in your pricing. (પ્રાઇઝિંગમાં બી ફરક પડે છે તમારા.)\n[22s] AGENT: I see, I just called for that, what issues we are facing here. So what is the price difference between our pricing and the market's pricing? (અચ્છા, બસ એના માટે ફોન કર્યો છે શું અહિયાં ઇસ્યુઝ ફેસ કરી રહ્યા છીએ. તો પ્રાઇઝિંગમાં કેટલો ડિફરન્સ આવે છે અમારા પ્રાઇઝિંગમાં અને માર્કેટના પ્રાઇઝિંગમાં?)\n[27s] CUSTOMER: There is a difference of one or two rupees. (એક બે રૂપિયાનો ફરક હોય છે.)\n[28s] AGENT: I see, there's a difference of one or two rupees. Okay. Uh, so in this, do you take AMNS or Tata? As a steel brand? (અચ્છા, એક બે રૂપિયાનો ફરક આવે છે. ઓકે. અ તો આમાં શું તમે AMNS કે ટાટા લો છો આની અંદર? એઝ અ સ્ટીલ બ્રાન્ડ?)\n[32s] CUSTOMER: No no, AMNS also works and (ના ના, AMNS બી ચાલે ને)\n[33s] CUSTOMER: AMNS.\n[34s] AGENT: Okay. I see, I see. So see, we can try once, we can try a little. See, whatever my best possible price is, I can give it to you once. (ઓકે. અચ્છા, અચ્છા. તો સી, એકવાર આપણે ટ્રાય, થોડી બી ટ્રાય કરી શકીએ છીએ. જો મારી જે બી મારી બેસ્ટ પોસિબલ પ્રાઇઝ હશે એ તમને હું આપી શકું છું એકવાર.)\n[38s] CUSTOMER: Okay, let's see. (ચલો, આપણે જોઈએ.)\n[39s] AGENT: Sure, I will message you for that. From my personal number. Okay? (શ્યોર, આપણે એના માટે મેસેજ કરું છું. મારા પર્સનલ નંબરથી. ઓકે?)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "clear: There is a slight echo on the customer's side, but it does not impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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 price objection, first complete discovery on their requirement (specs, quantity) and then reframe the discussion around the all-inclusive *landed* cost, not just the base price.", "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": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a dormant lead who had registered over a year ago. 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The customer stated they buy locally from an agent because JSW's price is higher by 1-2 rupees, mentioning they use AMNS. The agent did not perform further discovery on the customer's needs and ended the call by promising to message his 'best price' without a firm timeline.\"}", "error": null, "latency_ms": 36076, "input_tokens": 3554, "output_tokens": 767, "created_at": "2026-09-03 09:34:37", "sentiment": "negative", "sentiment_score": -0.34, "sentiment_confidence": "high", "pos": 0, "neg": 2, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.76, "agent_talk_sec": 27.9, "customer_talk_sec": 8.8, "dead_air_sec": 56.3, "longest_monologue_sec": 7.7, "agent_wpm": 359.1, "interruptions": 0, "agent_turns": 9, "customer_turns": 10, "discovery_qs": 6, "words_agent": 167, "words_customer": 45, "monologue_heavy": 1, "turns": [ { "ucid": "34972178392079720", "idx": 0, "speaker": "customer", "start_s": 0.21, "end_s": 0.68, "text_en": "Hello?", "text_native": "હેલો?" }, { "ucid": "34972178392079720", "idx": 1, "speaker": "agent", "start_s": 1.1, "end_s": 1.33, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "34972178392079720", "idx": 2, "speaker": "agent", "start_s": 1.67, "end_s": 2.9, "text_en": "Uh, is this Aliji speaking? Alibhai?", "text_native": "અ અલીજી વાત કરે છે? અલીભાઈ?" }, { "ucid": "34972178392079720", "idx": 3, "speaker": "customer", "start_s": 3.2, "end_s": 3.47, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "34972178392079720", "idx": 4, "speaker": "agent", "start_s": 3.76, "end_s": 7.86, "text_en": "Uh Alibhai, good morning. I am Ankit Mistry speaking from JSW Steel. Jindal Steel Mumbai Head Office.", "text_native": "અ અલીભાઈ ગુડ મોર્નિંગ. હું અંકિત મિસ્ત્રી વાત કરું છું JSW સ્ટીલમાંથી. જિંદાલ સ્ટીલ મુંબઈ હેડ ઓફિસ." }, { "ucid": "34972178392079720", "idx": 5, "speaker": "customer", "start_s": 8.2, "end_s": 8.47, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "34972178392079720", "idx": 6, "speaker": "agent", "start_s": 8.88, "end_s": 16.58, "text_en": "Uh Alibhai, a while ago you had registered your business, which is Alibhai Engineers, on our Jindal's digital portal. But then it's been almost over a year. We have never received any steel requirement from you after that. So I just called you regarding that to know.", "text_native": "અ અલીભાઈ, આપણે થોડા ટાઈમ પહેલા તમે અમારા જિંદાલના ડિજિટલ પોર્ટલ પર તમારું જે બિઝનેસ છે, which is અલીભાઈ એન્જિનિયર્સ, અ એ અકાઉન્ટ આપણે તમે રજીસ્ટ્રેશન કરાવ્યું હતું. બટ ધેન ઓલમોસ્ટ એને એક વર્ષ ઉપર જેવું થઈ ગયું છે. અમને ક્યારેય એના પછી કોઈ સ્ટીલની રિક્વાયરમેન્ટ આવી નથી. તો બસ એના રિગાર્ડિંગ મેં તમને ફોન કર્યો છે જાણવા માટે મેં." }, { "ucid": "34972178392079720", "idx": 7, "speaker": "customer", "start_s": 16.61, "end_s": 16.98, "text_en": "Sorry?", "text_native": "સોરી?" }, { "ucid": "34972178392079720", "idx": 8, "speaker": "customer", "start_s": 17.1, "end_s": 19.8, "text_en": "No no, nothing like that. I get the material locally from an agent, so then", "text_native": "ના ના એવું કઈ નહિ. લોકલી મને એજન્ટ પાસેથી મટીરીયલ મળી જાય છે એટલે પછી" }, { "ucid": "34972178392079720", "idx": 9, "speaker": "agent", "start_s": 20.0, "end_s": 20.5, "text_en": "I see, okay.", "text_native": "અચ્છા, ઓકે." }, { "ucid": "34972178392079720", "idx": 10, "speaker": "customer", "start_s": 20.6, "end_s": 21.8, "text_en": "There's also a difference in your pricing.", "text_native": "પ્રાઇઝિંગમાં બી ફરક પડે છે તમારા." }, { "ucid": "34972178392079720", "idx": 11, "speaker": "agent", "start_s": 22.0, "end_s": 26.5, "text_en": "I see, I just called for that, what issues we are facing here. So what is the price difference between our pricing and the market's pricing?", "text_native": "અચ્છા, બસ એના માટે ફોન કર્યો છે શું અહિયાં ઇસ્યુઝ ફેસ કરી રહ્યા છીએ. તો પ્રાઇઝિંગમાં કેટલો ડિફરન્સ આવે છે અમારા પ્રાઇઝિંગમાં અને માર્કેટના પ્રાઇઝિંગમાં?" }, { "ucid": "34972178392079720", "idx": 12, "speaker": "customer", "start_s": 26.8, "end_s": 28.0, "text_en": "There is a difference of one or two rupees.", "text_native": "એક બે રૂપિયાનો ફરક હોય છે." }, { "ucid": "34972178392079720", "idx": 13, "speaker": "agent", "start_s": 28.2, "end_s": 31.5, "text_en": "I see, there's a difference of one or two rupees. Okay. Uh, so in this, do you take AMNS or Tata? As a steel brand?", "text_native": "અચ્છા, એક બે રૂપિયાનો ફરક આવે છે. ઓકે. અ તો આમાં શું તમે AMNS કે ટાટા લો છો આની અંદર? એઝ અ સ્ટીલ બ્રાન્ડ?" }, { "ucid": "34972178392079720", "idx": 14, "speaker": "customer", "start_s": 31.8, "end_s": 32.8, "text_en": "No no, AMNS also works and", "text_native": "ના ના, AMNS બી ચાલે ને" }, { "ucid": "34972178392079720", "idx": 15, "speaker": "customer", "start_s": 33.3, "end_s": 33.8, "text_en": "AMNS.", "text_native": "AMNS." }, { "ucid": "34972178392079720", "idx": 16, "speaker": "agent", "start_s": 34.0, "end_s": 38.0, "text_en": "Okay. I see, I see. So see, we can try once, we can try a little. See, whatever my best possible price is, I can give it to you once.", "text_native": "ઓકે. અચ્છા, અચ્છા. તો સી, એકવાર આપણે ટ્રાય, થોડી બી ટ્રાય કરી શકીએ છીએ. જો મારી જે બી મારી બેસ્ટ પોસિબલ પ્રાઇઝ હશે એ તમને હું આપી શકું છું એકવાર." }, { "ucid": "34972178392079720", "idx": 17, "speaker": "customer", "start_s": 38.2, "end_s": 39.0, "text_en": "Okay, let's see.", "text_native": "ચલો, આપણે જોઈએ." }, { "ucid": "34972178392079720", "idx": 18, "speaker": "agent", "start_s": 39.2, "end_s": 41.5, "text_en": "Sure, I will message you for that. From my personal number. Okay?", "text_native": "શ્યોર, આપણે એના માટે મેસેજ કરું છું. મારા પર્સનલ નંબરથી. ઓકે?" } ], "steps": [ { "ucid": "34972178392079720", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh Alibhai, a while ago you had registered your business, which is Alibhai Engineers, on our Jindal's digital portal.", "comment": "Agent correctly referenced the customer's past registration on the digital portal." }, { "ucid": "34972178392079720", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not attempt to revalidate any of the required fields like product, specs, quantity, or location." }, { "ucid": "34972178392079720", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Uh, so in this, do you take AMNS or Tata? As a steel brand?", "comment": "Agent only asked one discovery question (current brands), which is below the threshold of 2 for a 'partial' score." }, { "ucid": "34972178392079720", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sure, I will message you for that. From my personal number. Okay?", "comment": "Agent committed to sending a price but failed to state a specific timeline for the price revert, which is required." }, { "ucid": "34972178392079720", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "", "comment": "Agent did not engage in any unnecessary re-pitching of the JSW portfolio." } ], "objections": [ { "ucid": "34972178392079720", "obj_type": "price", "state": "mishandled", "evidence": "There's also a difference in your pricing.", "response": "So what is the price difference between our pricing and the market's pricing?" } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }