{ "ucid": "21112178910649081", "call_date": "2026-09-11", "start_time": "2026-09-11 11:31:30", "end_time": "2026-09-11 11:32:31", "duration_sec": 61, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5bd991e366ae8a54701d0e5e567a85c6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 264, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910649081__DIA5bd991e366ae8a54701d0e5e567a85c6.mp3", "audio_bytes": 150552, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 50.184, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello Ashutosh ji? (हेलो आशुतोष जी?)\n[3s] CUSTOMER: Yes. (हां जी।)\n[4s] AGENT: Sir, hello, this is Aditya Pandey speaking from JSW One. (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[7s] CUSTOMER: Yes.\n[7s] AGENT: Sir, you were registered on our platform, this call was regarding that. Did you have any requirement, sir, in HR or for MS? (सर जी हमारे प्लेटफार्म पे आप रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर HR में या MS के लिए?)\n[13s] CUSTOMER: Uh, no. We have a requirement for carbon steel. (अह नहीं। हमको कार्बन स्टील की रिक्वायरमेंट रहती है।)\n[16s] AGENT: Meaning, do you require Tata Steel's material, sir? (मतलब Tata Steel के मटेरियल की रिक्वायर्ड है क्या सर आपको?)\n[19s] CUSTOMER: No, carbon steel is C45 plates. (नहीं, कार्बन स्टील इस C45 प्लेट्स।)\n[21s] AGENT: Uh, will you do one thing, sir? Can you tell me its grade once? (अह, एक काम करेंगे सर? आप उसका ग्रेड बता सकते हैं मुझे एक बार?)\n[24s] CUSTOMER: I am telling you the grade is C45, right? (ग्रेड तो C45 बता रहा हूं ना मैं।)\n[26s] AGENT: C45.\n[27s] CUSTOMER: Yes. (हां।)\n[28s] AGENT: Carbon steel. Uh, okay sir, I will also send you a WhatsApp. Whatever your requirement is in terms of thickness, you share the weight and quantity with me. I will check if the stock is available and I will share the quotation with you. (कार्बन स्टील। अह, ठीक है सर, मैं आपको एक WhatsApp भी कर देता हूं। आपका जो भी मतलब थिकनेस में रिक्वायरमेंट है, आप मुझे वेट एंड क्वांटिटी शेयर कर दीजिए। मैं चेक कर लेता हूं कि स्टॉक अवेलेबल है और मैं आपको कोटेशन शेयर कर दूंगा।)\n[37s] CUSTOMER: Okay. (ठीक है।)\n[38s] AGENT: Okay? (ठीक है?)\n[39s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: Some background noise (call center) on the agent's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You missed the opportunity to understand the customer's business; always ask discovery questions before moving to a solution, even when the customer states a requirement upfront.", "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": "C45 carbon steel plates", "catalogue_status": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called a registered user to check for requirements. The customer stated a need for C45 carbon steel plates. The agent, after clarifying the grade, skipped discovery and moved to capturing the requirement details (thickness, quantity) via WhatsApp to check stock and provide a quotation.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly to asking about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, you were registered on our platform, this call was regarding that. Did you have any requirement, sir, in HR or for MS?\", \"comment\": \"The agent did not lead with a supply or price hook, but instead asked a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Whatever your requirement is in terms of thickness, you share the weight and quantity with me.\", \"comment\": \"The agent successfully identified a requirement and asked for the necessary details (grade, thickness, quantity) to prepare a quote.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will check if the stock is available and I will share the quotation with you.\", \"comment\": \"The agent established a clear next step of checking stock and sending a quotation, which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to understand the customer's business; always ask discovery questions before moving to a solution, even when the customer states a requirement upfront.\", \"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\": \"C45 carbon steel plates\", \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a registered user to check for requirements. The customer stated a need for C45 carbon steel plates. The agent, after clarifying the grade, skipped discovery and moved to capturing the requirement details (thickness, quantity) via WhatsApp to check stock and provide a quotation.\", \"call_id\": \"21112178910649081\"}", "error": null, "latency_ms": 35511, "input_tokens": 3078, "output_tokens": 766, "created_at": "2026-09-25 11:03:56", "sentiment": "positive", "sentiment_score": 0.46, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.721, "agent_talk_sec": 23.0, "customer_talk_sec": 8.9, "dead_air_sec": 29.1, "longest_monologue_sec": 8.7, "agent_wpm": 271.3, "interruptions": 0, "agent_turns": 8, "customer_turns": 9, "discovery_qs": 6, "words_agent": 104, "words_customer": 30, "monologue_heavy": 1, "turns": [ { "ucid": "21112178910649081", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178910649081", "idx": 1, "speaker": "agent", "start_s": 1.77, "end_s": 2.67, "text_en": "Hello Ashutosh ji?", "text_native": "हेलो आशुतोष जी?" }, { "ucid": "21112178910649081", "idx": 2, "speaker": "customer", "start_s": 2.97, "end_s": 3.37, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178910649081", "idx": 3, "speaker": "agent", "start_s": 3.67, "end_s": 6.57, "text_en": "Sir, hello, this is Aditya Pandey speaking from JSW One.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।" }, { "ucid": "21112178910649081", "idx": 4, "speaker": "customer", "start_s": 6.9, "end_s": 7.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178910649081", "idx": 5, "speaker": "agent", "start_s": 7.4, "end_s": 12.2, "text_en": "Sir, you were registered on our platform, this call was regarding that. Did you have any requirement, sir, in HR or for MS?", "text_native": "सर जी हमारे प्लेटफार्म पे आप रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर HR में या MS के लिए?" }, { "ucid": "21112178910649081", "idx": 6, "speaker": "customer", "start_s": 12.83, "end_s": 15.83, "text_en": "Uh, no. We have a requirement for carbon steel.", "text_native": "अह नहीं। हमको कार्बन स्टील की रिक्वायरमेंट रहती है।" }, { "ucid": "21112178910649081", "idx": 7, "speaker": "agent", "start_s": 16.23, "end_s": 18.43, "text_en": "Meaning, do you require Tata Steel's material, sir?", "text_native": "मतलब Tata Steel के मटेरियल की रिक्वायर्ड है क्या सर आपको?" }, { "ucid": "21112178910649081", "idx": 8, "speaker": "customer", "start_s": 18.63, "end_s": 20.83, "text_en": "No, carbon steel is C45 plates.", "text_native": "नहीं, कार्बन स्टील इस C45 प्लेट्स।" }, { "ucid": "21112178910649081", "idx": 9, "speaker": "agent", "start_s": 21.33, "end_s": 24.13, "text_en": "Uh, will you do one thing, sir? Can you tell me its grade once?", "text_native": "अह, एक काम करेंगे सर? आप उसका ग्रेड बता सकते हैं मुझे एक बार?" }, { "ucid": "21112178910649081", "idx": 10, "speaker": "customer", "start_s": 24.33, "end_s": 25.93, "text_en": "I am telling you the grade is C45, right?", "text_native": "ग्रेड तो C45 बता रहा हूं ना मैं।" }, { "ucid": "21112178910649081", "idx": 11, "speaker": "agent", "start_s": 26.33, "end_s": 26.83, "text_en": "C45.", "text_native": "C45." }, { "ucid": "21112178910649081", "idx": 12, "speaker": "customer", "start_s": 27.23, "end_s": 27.43, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178910649081", "idx": 13, "speaker": "agent", "start_s": 27.53, "end_s": 36.23, "text_en": "Carbon steel. Uh, okay sir, I will also send you a WhatsApp. Whatever your requirement is in terms of thickness, you share the weight and quantity with me. I will check if the stock is available and I will share the quotation with you.", "text_native": "कार्बन स्टील। अह, ठीक है सर, मैं आपको एक WhatsApp भी कर देता हूं। आपका जो भी मतलब थिकनेस में रिक्वायरमेंट है, आप मुझे वेट एंड क्वांटिटी शेयर कर दीजिए। मैं चेक कर लेता हूं कि स्टॉक अवेलेबल है और मैं आपको कोटेशन शेयर कर दूंगा।" }, { "ucid": "21112178910649081", "idx": 14, "speaker": "customer", "start_s": 36.63, "end_s": 37.03, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178910649081", "idx": 15, "speaker": "agent", "start_s": 38.03, "end_s": 38.23, "text_en": "Okay?", "text_native": "ठीक है?" }, { "ucid": "21112178910649081", "idx": 16, "speaker": "customer", "start_s": 39.13, "end_s": 39.53, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178910649081", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak, instead jumping directly to asking about requirements." }, { "ucid": "21112178910649081", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, you were registered on our platform, this call was regarding that. Did you have any requirement, sir, in HR or for MS?", "comment": "The agent did not lead with a supply or price hook, but instead asked a generic requirement question." }, { "ucid": "21112178910649081", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked to understand the customer's business, volume, or current suppliers." }, { "ucid": "21112178910649081", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched during the call." }, { "ucid": "21112178910649081", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Whatever your requirement is in terms of thickness, you share the weight and quantity with me.", "comment": "The agent successfully identified a requirement and asked for the necessary details (grade, thickness, quantity) to prepare a quote." }, { "ucid": "21112178910649081", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will check if the stock is available and I will share the quotation with you.", "comment": "The agent established a clear next step of checking stock and sending a quotation, which the customer agreed to." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }