{ "ucid": "21112178910622421", "call_date": "2026-09-11", "start_time": "2026-09-11 11:27:04", "end_time": "2026-09-11 11:28:02", "duration_sec": 58, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Not_Answered", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA96181a592cfcf21eac996ddf7281b386.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 267, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910622421__DIA96181a592cfcf21eac996ddf7281b386.mp3", "audio_bytes": 122256, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 40.752, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[1s] AGENT: Hello, Armor Corporation?\n[3s] CUSTOMER: Yes.\n[4s] AGENT: Uh sir, very good morning. Sudeep here from JSW One MSME Jindal Steel.\n[8s] CUSTOMER: Uh yes, yes, tell me now.\n[9s] AGENT: Uh sir, your company was registered on our portal and for steel procurement, sir.\n[12s] CUSTOMER: Yeah, yeah.\n[13s] AGENT: Is there any requirement?\n[14s] CUSTOMER: Uh this actually this month is a bit this thing. Mostly I'll be looking at sometime around mid-October.\n[20s] AGENT: Okay. So you are saying for this month there is a challenge. Uh most probably you can give inquiry by mid-October.\n[24s] CUSTOMER: Mid-October, yeah. Mid of October.\n[25s] AGENT: Okay. Not an issue, sir. Thank you so much.\n[27s] CUSTOMER: Okay, okay. Thank you. Thank you.\n[29s] AGENT: Yeah.", "language": "English", "languages": "[\"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: There is some minor background noise but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 turns, clean transcript (0% inaudible)", "band_language": "English", "label_contradiction": 1, "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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer defers their requirement to a future date, you must secure a specific callback date in your closure to turn a future opportunity into a concrete next step.", "usp_relevance": "none", "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": null, "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer registered on the portal. The customer stated they have no requirement this month but will be looking for material around mid-October. The agent acknowledged this and ended the call without performing any discovery or setting a firm callback date.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, very good morning. Sudeep here from JSW One MSME Jindal Steel.\", \"comment\": \"Agent greeted, used the company name, and identified JSW One, with the customer giving implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, needs, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement?\", \"comment\": \"Agent successfully asked for a requirement, which the customer confirmed for a future date.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent accepted the customer's timeline but did not set a specific, committed next step for a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer defers their requirement to a future date, you must secure a specific callback date in your closure to turn a future opportunity into a concrete next step.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"material_flag\": false, \"material_detected\": null, \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer registered on the portal. The customer stated they have no requirement this month but will be looking for material around mid-October. The agent acknowledged this and ended the call without performing any discovery or setting a firm callback date.\"}", "error": null, "latency_ms": 40281, "input_tokens": 2807, "output_tokens": 670, "created_at": "2026-09-25 11:04:12", "sentiment": "positive", "sentiment_score": 0.9, "sentiment_confidence": "high", "pos": 18, "neg": 0, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.591, "agent_talk_sec": 14.6, "customer_talk_sec": 10.1, "dead_air_sec": 33.3, "longest_monologue_sec": 3.9, "agent_wpm": 271.2, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 2, "words_agent": 66, "words_customer": 41, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910622421", "idx": 0, "speaker": "customer", "start_s": 0.68, "end_s": 1.08, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178910622421", "idx": 1, "speaker": "agent", "start_s": 1.48, "end_s": 2.88, "text_en": "Hello, Armor Corporation?", "text_native": "Hello, Armor Corporation?" }, { "ucid": "21112178910622421", "idx": 2, "speaker": "customer", "start_s": 3.21, "end_s": 3.51, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178910622421", "idx": 3, "speaker": "agent", "start_s": 3.91, "end_s": 7.18, "text_en": "Uh sir, very good morning. Sudeep here from JSW One MSME Jindal Steel.", "text_native": "Uh sir, very good morning. Sudeep here from JSW One MSME Jindal Steel." }, { "ucid": "21112178910622421", "idx": 4, "speaker": "customer", "start_s": 7.68, "end_s": 8.78, "text_en": "Uh yes, yes, tell me now.", "text_native": "Uh yes, yes, tell me now." }, { "ucid": "21112178910622421", "idx": 5, "speaker": "agent", "start_s": 9.08, "end_s": 12.08, "text_en": "Uh sir, your company was registered on our portal and for steel procurement, sir.", "text_native": "Uh sir, your company was registered on our portal and for steel procurement, sir." }, { "ucid": "21112178910622421", "idx": 6, "speaker": "customer", "start_s": 12.08, "end_s": 12.58, "text_en": "Yeah, yeah.", "text_native": "Yeah, yeah." }, { "ucid": "21112178910622421", "idx": 7, "speaker": "agent", "start_s": 12.58, "end_s": 13.38, "text_en": "Is there any requirement?", "text_native": "Is there any requirement?" }, { "ucid": "21112178910622421", "idx": 8, "speaker": "customer", "start_s": 13.98, "end_s": 18.88, "text_en": "Uh this actually this month is a bit this thing. Mostly I'll be looking at sometime around mid-October.", "text_native": "Uh this actually this month is a bit this thing. Mostly I'll be looking at sometime around mid-October." }, { "ucid": "21112178910622421", "idx": 9, "speaker": "agent", "start_s": 19.58, "end_s": 23.48, "text_en": "Okay. So you are saying for this month there is a challenge. Uh most probably you can give inquiry by mid-October.", "text_native": "Okay. So you are saying for this month there is a challenge. Uh most probably you can give inquiry by mid-October." }, { "ucid": "21112178910622421", "idx": 10, "speaker": "customer", "start_s": 23.68, "end_s": 25.28, "text_en": "Mid-October, yeah. Mid of October.", "text_native": "Mid-October, yeah. Mid of October." }, { "ucid": "21112178910622421", "idx": 11, "speaker": "agent", "start_s": 25.28, "end_s": 27.18, "text_en": "Okay. Not an issue, sir. Thank you so much.", "text_native": "Okay. Not an issue, sir. Thank you so much." }, { "ucid": "21112178910622421", "idx": 12, "speaker": "customer", "start_s": 27.38, "end_s": 28.68, "text_en": "Okay, okay. Thank you. Thank you.", "text_native": "Okay, okay. Thank you. Thank you." }, { "ucid": "21112178910622421", "idx": 13, "speaker": "agent", "start_s": 28.98, "end_s": 29.28, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178910622421", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, very good morning. Sudeep here from JSW One MSME Jindal Steel.", "comment": "Agent greeted, used the company name, and identified JSW One, with the customer giving implicit permission to proceed." }, { "ucid": "21112178910622421", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178910622421", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions about the customer's business, needs, or procurement habits." }, { "ucid": "21112178910622421", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was performed, and consequently no relevant USPs were pitched." }, { "ucid": "21112178910622421", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Is there any requirement?", "comment": "Agent successfully asked for a requirement, which the customer confirmed for a future date." }, { "ucid": "21112178910622421", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent accepted the customer's timeline but did not set a specific, committed next step for a callback." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }