{ "ucid": "34972178463261870", "call_date": "2026-07-21", "start_time": "2026-07-21 16:46:58", "end_time": "2026-07-21 16:48:50", "duration_sec": 112, "campaign": "IS_MFG_HR_HRPO_PM_Opp_Jul26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA339e3092b9652ea93702c2296874a35b.mp3", "dial_status": "", "customer_status": "answered", "agent_status": "answered", "hangup_by": "UserHangup", "excel_row": 185, "is_test": 0, "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"3896\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"166b833992f6e95e0d8d69ad16a427d9/7164147108348476236\",\"x-forwarded-proto\":\"https\",\"via\":\"1.1 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16:48:50\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}", "audio_path": "/data/audio/34972178463261870__DIA339e3092b9652ea93702c2296874a35b.mp3", "audio_bytes": 254016, "audio_status": "ok", "audio_error": null, "excel_turn_count": 31, "ingested_at": "2026-09-03 08:21:44.614582+00", "audio_secs": 84.672, "source_file": null, "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello, I am calling from the JSW One platform. (નમસ્તે, હું JSW One પ્લેટફોર્મ પરથી બોલું છું.)\n[3s] CUSTOMER: Hello. (હેલો.)\n[3s] CUSTOMER: Hello. (હેલો.)\n[4s] CUSTOMER: Who? (કોણ?)\n[5s] AGENT: I'm calling from JSW, sir. Who are you? (JSW થી બોલું સાહેબ, તમે કોણ?)\n[7s] CUSTOMER: Kishorbhai, from Guru Krupa. (કિશોરભાઈ, ગુરુકૃપાથી.)\n[8s] AGENT: I am speaking with Guru Krupa Industries, right, sir? (ગુરુકૃપા ઇન્ડસ્ટ્રીઝમાં વાત થાય છે ને મારી માલિક?)\n[10s] CUSTOMER: Yes. (હા.)\n[12s] AGENT: Uh, has this call not connected to Guru Krupa? (અ ગુરુકૃપામાં નથી લાગ્યો કોલ આ?)\n[13s] CUSTOMER: It is from Guru Krupa only, brother. Tell me. (ગુરુકૃપામાંથી જ છે ભાઈ, બોલો ને.)\n[15s] AGENT: Do you have any requirement, sir? In steel, HR, CR, GI, GP? (કઈ છે રિક્વાયરમેન્ટ સાહેબ? લોખંડમાં HR, CR, GI, GP?)\n[18s] CUSTOMER: No, the price is high for us, brother. We have spoken about it two or three times. (ના, અમને ભાવ ઊંચો પડે ભાઈ. એમાં બે-ત્રણ વાર વાત થયેલી છે.)\n[20s] AGENT: Oh ho ho. (ઓહો હો હો.)\n[22s] CUSTOMER: No. (ના.)\n[22s] CUSTOMER: Because if I buy from you today by paying cash, it is expensive for me. (કારણ કે હું આજે તમારી આગળ પૈસા કેશ પૈસા નાખીને લઉં તો મને ઊંચું પડે.)\n[26s] AGENT: Okay. Right now, sir, our price is good. (ઠીક છે. અત્યારે તો સાહેબ અત્યારેમાં તો એનું સારું એમ પ્રાઇસ છે આપણું.)\n[28s] CUSTOMER: Huh? (હે?)\n[29s] AGENT: Our pricing is good right now, sir. (અત્યારનામાં પ્રાઇઝિંગ આપણું સારું ચાલુ છે સાહેબ.)\n[31s] CUSTOMER: In HR, what is the price for 3 mm 1500? (HR માં શું ત્રણ એમ એમ પડે 1500?)\n[33s] AGENT: Uh, are you saying 3 mm 1500, sir, or some other size in 1500? (અ ક્યાં 3 mm 1500 કયો છો માલિક કે બીજું કઈ સાઈઝ કયો છો 1500 માં?)\n[36s] CUSTOMER: Three 1500. (ત્રણ 1500.)\n[36s] AGENT: Three 1500, sir, three 1500 will cost you, sir, coil to coil 57750 ex-Kalol. (ત્રણ 1500 સાહેબ ત્રણ 1500 તમને પડશે સાહેબ કોઈલ ટુ કોઈલ 57750 એક્સ કલોલ.)\n[40s] CUSTOMER: It's expensive. (મોંઘું પડે.)\n[41s] AGENT: What price do you get it for, sir? (કેટલામાં આવે માલિક તમને?)\n[42s] CUSTOMER: No, this is expensive, sir, so it's better not to trouble you, waste your time and waste mine. (ના, ઈ આ મોંઘું પડે સાહેબ એટલે ખોટી તકલીફ તમારો ટાઈમ બગાડવો ને મારો વેસ્ટ કરવો એના કરતા.)\n[45s] AGENT: Correct, correct, correct. No, no, that's right, sir. No problem. I will update it so you won't get unnecessary calls from our side then. (કરેક્ટ, કરેક્ટ, કરેક્ટ. ના ના સાચી વસ્તુ છે સાહેબ. કઈ વાંધો નહિ. હું અપડેટ કરી દઉં તો તમને ખોટા કોલ નહિ આવે પછી અમારા સાઈટથી પણ એટલે.)\n[50s] CUSTOMER: Okay. (ઓકે.)\n[50s] AGENT: Done, sir. Okay. (ડન માલિક. ઓકે.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 28, "connected": 1, "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "28 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": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "When a customer has already submitted a requirement on the platform, start by acknowledging their specific request instead of asking if they have a need; this builds on the context they provided and avoids making the call feel cold.", "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 customer, from an industrial company, inquired about the price for HR coil. The agent provided a price but did not reference the customer's prior platform activity. The customer rejected the price as too high, and the agent agreed to close the lead without effectively handling the objection.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not acknowledge a platform submission and instead asked a generic 'do you have a requirement' question.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only confirmed the size (thickness x width) and did not ask about quantity or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions from the rubric were asked.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"three 1500, sir, three 1500 will cost you, sir, coil to coil 57750 ex-Kalol.\", \"comment\": \"The agent provided a specific price for the requested material.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Correct, correct, correct. No, no, that's right, sir. No problem. I will update it so you won't get unnecessary calls from our side then.\", \"comment\": \"The agent did not re-pitch the portfolio after the customer raised a price objection.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has already submitted a requirement on the platform, start by acknowledging their specific request instead of asking if they have a need; this builds on the context they provided and avoids making the call feel cold.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"No, the price is high for us, brother. We have spoken about it two or three times.\", \"response\": \"What price do you get it for, sir?\"}], \"call_summary\": \"The customer, from an industrial company, inquired about the price for HR coil. The agent provided a price but did not reference the customer's prior platform activity. The customer rejected the price as too high, and the agent agreed to close the lead without effectively handling the objection.\"}", "error": null, "latency_ms": 34383, "input_tokens": 3689, "output_tokens": 748, "created_at": "2026-09-03 09:41:48", "sentiment": "negative", "sentiment_score": -0.618, "sentiment_confidence": "high", "pos": 0, "neg": 20, "lex_hits": 10, "objection_phrases": "[\"price\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.616, "agent_talk_sec": 27.4, "customer_talk_sec": 17.1, "dead_air_sec": 67.5, "longest_monologue_sec": 4.7, "agent_wpm": 282.5, "interruptions": 0, "agent_turns": 13, "customer_turns": 15, "discovery_qs": 7, "words_agent": 129, "words_customer": 84, "monologue_heavy": 0, "turns": [ { "ucid": "34972178463261870", "idx": 0, "speaker": "agent", "start_s": 0.0, "end_s": 2.08, "text_en": "Hello, I am calling from the JSW One platform.", "text_native": "નમસ્તે, હું JSW One પ્લેટફોર્મ પરથી બોલું છું." }, { "ucid": "34972178463261870", "idx": 1, "speaker": "customer", "start_s": 2.6, "end_s": 3.0, "text_en": "Hello.", "text_native": "હેલો." }, { "ucid": "34972178463261870", "idx": 2, "speaker": "customer", "start_s": 3.3, "end_s": 3.7, "text_en": "Hello.", "text_native": "હેલો." }, { "ucid": "34972178463261870", "idx": 3, "speaker": "customer", "start_s": 4.4, "end_s": 4.7, "text_en": "Who?", "text_native": "કોણ?" }, { "ucid": "34972178463261870", "idx": 4, "speaker": "agent", "start_s": 5.3, "end_s": 6.6, "text_en": "I'm calling from JSW, sir. Who are you?", "text_native": "JSW થી બોલું સાહેબ, તમે કોણ?" }, { "ucid": "34972178463261870", "idx": 5, "speaker": "customer", "start_s": 6.9, "end_s": 8.2, "text_en": "Kishorbhai, from Guru Krupa.", "text_native": "કિશોરભાઈ, ગુરુકૃપાથી." }, { "ucid": "34972178463261870", "idx": 6, "speaker": "agent", "start_s": 8.5, "end_s": 10.3, "text_en": "I am speaking with Guru Krupa Industries, right, sir?", "text_native": "ગુરુકૃપા ઇન્ડસ્ટ્રીઝમાં વાત થાય છે ને મારી માલિક?" }, { "ucid": "34972178463261870", "idx": 7, "speaker": "customer", "start_s": 10.3, "end_s": 10.8, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "34972178463261870", "idx": 8, "speaker": "agent", "start_s": 11.6, "end_s": 13.2, "text_en": "Uh, has this call not connected to Guru Krupa?", "text_native": "અ ગુરુકૃપામાં નથી લાગ્યો કોલ આ?" }, { "ucid": "34972178463261870", "idx": 9, "speaker": "customer", "start_s": 13.2, "end_s": 14.9, "text_en": "It is from Guru Krupa only, brother. Tell me.", "text_native": "ગુરુકૃપામાંથી જ છે ભાઈ, બોલો ને." }, { "ucid": "34972178463261870", "idx": 10, "speaker": "agent", "start_s": 15.1, "end_s": 17.4, "text_en": "Do you have any requirement, sir? In steel, HR, CR, GI, GP?", "text_native": "કઈ છે રિક્વાયરમેન્ટ સાહેબ? લોખંડમાં HR, CR, GI, GP?" }, { "ucid": "34972178463261870", "idx": 11, "speaker": "customer", "start_s": 17.7, "end_s": 20.3, "text_en": "No, the price is high for us, brother. We have spoken about it two or three times.", "text_native": "ના, અમને ભાવ ઊંચો પડે ભાઈ. એમાં બે-ત્રણ વાર વાત થયેલી છે." }, { "ucid": "34972178463261870", "idx": 12, "speaker": "agent", "start_s": 20.3, "end_s": 21.2, "text_en": "Oh ho ho.", "text_native": "ઓહો હો હો." }, { "ucid": "34972178463261870", "idx": 13, "speaker": "customer", "start_s": 21.5, "end_s": 21.8, "text_en": "No.", "text_native": "ના." }, { "ucid": "34972178463261870", "idx": 14, "speaker": "customer", "start_s": 22.3, "end_s": 25.3, "text_en": "Because if I buy from you today by paying cash, it is expensive for me.", "text_native": "કારણ કે હું આજે તમારી આગળ પૈસા કેશ પૈસા નાખીને લઉં તો મને ઊંચું પડે." }, { "ucid": "34972178463261870", "idx": 15, "speaker": "agent", "start_s": 25.6, "end_s": 28.1, "text_en": "Okay. Right now, sir, our price is good.", "text_native": "ઠીક છે. અત્યારે તો સાહેબ અત્યારેમાં તો એનું સારું એમ પ્રાઇસ છે આપણું." }, { "ucid": "34972178463261870", "idx": 16, "speaker": "customer", "start_s": 28.1, "end_s": 28.4, "text_en": "Huh?", "text_native": "હે?" }, { "ucid": "34972178463261870", "idx": 17, "speaker": "agent", "start_s": 28.6, "end_s": 30.7, "text_en": "Our pricing is good right now, sir.", "text_native": "અત્યારનામાં પ્રાઇઝિંગ આપણું સારું ચાલુ છે સાહેબ." }, { "ucid": "34972178463261870", "idx": 18, "speaker": "customer", "start_s": 31.1, "end_s": 32.7, "text_en": "In HR, what is the price for 3 mm 1500?", "text_native": "HR માં શું ત્રણ એમ એમ પડે 1500?" }, { "ucid": "34972178463261870", "idx": 19, "speaker": "agent", "start_s": 33.0, "end_s": 35.6, "text_en": "Uh, are you saying 3 mm 1500, sir, or some other size in 1500?", "text_native": "અ ક્યાં 3 mm 1500 કયો છો માલિક કે બીજું કઈ સાઈઝ કયો છો 1500 માં?" }, { "ucid": "34972178463261870", "idx": 20, "speaker": "customer", "start_s": 35.6, "end_s": 36.3, "text_en": "Three 1500.", "text_native": "ત્રણ 1500." }, { "ucid": "34972178463261870", "idx": 21, "speaker": "agent", "start_s": 36.3, "end_s": 39.8, "text_en": "Three 1500, sir, three 1500 will cost you, sir, coil to coil 57750 ex-Kalol.", "text_native": "ત્રણ 1500 સાહેબ ત્રણ 1500 તમને પડશે સાહેબ કોઈલ ટુ કોઈલ 57750 એક્સ કલોલ." }, { "ucid": "34972178463261870", "idx": 22, "speaker": "customer", "start_s": 40.2, "end_s": 40.8, "text_en": "It's expensive.", "text_native": "મોંઘું પડે." }, { "ucid": "34972178463261870", "idx": 23, "speaker": "agent", "start_s": 41.1, "end_s": 42.1, "text_en": "What price do you get it for, sir?", "text_native": "કેટલામાં આવે માલિક તમને?" }, { "ucid": "34972178463261870", "idx": 24, "speaker": "customer", "start_s": 42.3, "end_s": 45.4, "text_en": "No, this is expensive, sir, so it's better not to trouble you, waste your time and waste mine.", "text_native": "ના, ઈ આ મોંઘું પડે સાહેબ એટલે ખોટી તકલીફ તમારો ટાઈમ બગાડવો ને મારો વેસ્ટ કરવો એના કરતા." }, { "ucid": "34972178463261870", "idx": 25, "speaker": "agent", "start_s": 45.4, "end_s": 50.1, "text_en": "Correct, correct, correct. No, no, that's right, sir. No problem. I will update it so you won't get unnecessary calls from our side then.", "text_native": "કરેક્ટ, કરેક્ટ, કરેક્ટ. ના ના સાચી વસ્તુ છે સાહેબ. કઈ વાંધો નહિ. હું અપડેટ કરી દઉં તો તમને ખોટા કોલ નહિ આવે પછી અમારા સાઈટથી પણ એટલે." }, { "ucid": "34972178463261870", "idx": 26, "speaker": "customer", "start_s": 50.1, "end_s": 50.4, "text_en": "Okay.", "text_native": "ઓકે." }, { "ucid": "34972178463261870", "idx": 27, "speaker": "agent", "start_s": 50.4, "end_s": 51.4, "text_en": "Done, sir. Okay.", "text_native": "ડન માલિક. ઓકે." } ], "steps": [ { "ucid": "34972178463261870", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not acknowledge a platform submission and instead asked a generic 'do you have a requirement' question." }, { "ucid": "34972178463261870", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only confirmed the size (thickness x width) and did not ask about quantity or timeline." }, { "ucid": "34972178463261870", "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 from the rubric were asked." }, { "ucid": "34972178463261870", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "three 1500, sir, three 1500 will cost you, sir, coil to coil 57750 ex-Kalol.", "comment": "The agent provided a specific price for the requested material." }, { "ucid": "34972178463261870", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Correct, correct, correct. No, no, that's right, sir. No problem. I will update it so you won't get unnecessary calls from our side then.", "comment": "The agent did not re-pitch the portfolio after the customer raised a price objection." } ], "objections": [ { "ucid": "34972178463261870", "obj_type": "price", "state": "mishandled", "evidence": "No, the price is high for us, brother. We have spoken about it two or three times.", "response": "What price do you get it for, sir?" } ], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [ "price" ] }