{ "ucid": "21112178910656482", "call_date": "2026-09-11", "start_time": "2026-09-11 11:32:44", "end_time": "2026-09-11 11:34:41", "duration_sec": 117, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Call_back_later", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6fd481bbedd967e2138cf913c48b9586.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 262, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910656482__DIA6fd481bbedd967e2138cf913c48b9586.mp3", "audio_bytes": 246456, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 82.152, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[7s] CUSTOMER: Yes. (हां।)\n[8s] AGENT: Sir, am I speaking with Mohit Traders? (सर मेरी बात मोहित ट्रेडर्स में हो रही है?)\n[10s] CUSTOMER: Yes. (हां जी।)\n[11s] AGENT: Sir, you had raised an inquiry last month for structural steel. (सर आपने एक इन्क्वायरी रेज़ किया था पिछले महीने स्ट्रक्चरल स्टील के लिए।)\n[15s] CUSTOMER: Yes? (हां जी?)\n[16s] AGENT: You had spoken with Rohit Mishra. (रोहित मिश्रा से आपकी बात हुई थी।)\n[18s] CUSTOMER: For what thing? (क्या चीज का?)\n[19s] AGENT: Structural steel, of HR, CR, of HRPO. (स्ट्रक्चरल स्टील, HR, CR का, HRPO का।)\n[21s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[22s] AGENT: Yes, so I wanted to find out what it is, what is your end use? Meaning, are you a manufacturer? (हां, तो मुझे पता करना था कि क्या है, end use क्या है आपका? मतलब मैन्युफैक्चरर हो आप?)\n[27s] CUSTOMER: I am into selling, am a distributor. (मैं selling है, distributor है।)\n[30s] AGENT: Sir, what are you saying? I can't hear you. (सर क्या बोल रहे हैं? आवाज नहीं आ रही है आपकी।)\n[32s] CUSTOMER: Sell, we are into selling. (Sell, selling करने वाले हैं।)\n[34s] AGENT: It's for sales, for resale. I see. Okay, you are a trader. Okay. (Sales है, resale के लिए। अच्छा। Okay, trader हो आप। Okay.)\n[37s] CUSTOMER: Yes. (हां जी।)\n[38s] AGENT: Location, sir, where is yours? Where do you operate from? (Location सर आपका कहां है? कहां operate करते हो आप?)\n[40s] CUSTOMER: Haveri district.\n[41s] AGENT: Haveri, Karnataka. Okay, okay. Alright. So what volume is purchased every month? Meaning, even if we look at sales, what is your total buying volume? (Haveri, Karnataka. Okay, okay. ठीक है। तो क्या volume purchase होता है every month? मतलब sales में भी अगर देखा जाए, तो total buying volume कितना है आपका?)\n[48s] CUSTOMER: Sir, you please call in a little while, I will tell you. I am busy right now, don't have time. (आप एक सर थोड़ी देर में कीजिए, मैं बता देता हूं। अभी बिजी हूं, टाइम नहीं है।)\n[52s] AGENT: Alright, alright sir. Fine. (ठीक है, ठीक है सर। Fine.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: Some background clanging noise is present, but it doesn't significantly impact transcription.", "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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "Your opening needs to clearly state you're calling from JSW One and include a supply-led hook to build interest before you begin asking discovery questions.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead from a past inquiry and established they are a trader in Haveri, Karnataka. The agent attempted discovery, but the customer stated they were busy and asked for a callback. The agent agreed without setting a specific time, ending the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explicitly identify JSW One or ask for permission to speak at the start of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook, instead moving directly from context-setting to discovery.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"what is your end use? Meaning, are you a manufacturer? ... So what volume is purchased every month?\", \"comment\": \"Agent only asked 2 of the 6 required questions (end use/segment, monthly volume) before the customer ended the call.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent had an opportunity to pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not get to the stage of asking if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, alright sir. Fine.\", \"comment\": \"Agent accepted the customer's vague request to 'call in a little while' without committing to a specific callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opening needs to clearly state you're calling from JSW One and include a supply-led hook to build interest before you begin asking discovery questions.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": [], \"call_summary\": \"The agent contacted a lead from a past inquiry and established they are a trader in Haveri, Karnataka. The agent attempted discovery, but the customer stated they were busy and asked for a callback. The agent agreed without setting a specific time, ending the call.\"}", "error": null, "latency_ms": 34775, "input_tokens": 3222, "output_tokens": 713, "created_at": "2026-09-25 11:03:54", "sentiment": "negative", "sentiment_score": -0.348, "sentiment_confidence": "high", "pos": 0, "neg": 6, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.689, "agent_talk_sec": 25.9, "customer_talk_sec": 11.7, "dead_air_sec": 79.4, "longest_monologue_sec": 6.0, "agent_wpm": 261.8, "interruptions": 0, "agent_turns": 11, "customer_turns": 11, "discovery_qs": 8, "words_agent": 113, "words_customer": 44, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910656482", "idx": 0, "speaker": "customer", "start_s": 5.38, "end_s": 5.8, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178910656482", "idx": 1, "speaker": "agent", "start_s": 6.5, "end_s": 6.91, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178910656482", "idx": 2, "speaker": "customer", "start_s": 7.4, "end_s": 7.68, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178910656482", "idx": 3, "speaker": "agent", "start_s": 7.9, "end_s": 9.7, "text_en": "Sir, am I speaking with Mohit Traders?", "text_native": "सर मेरी बात मोहित ट्रेडर्स में हो रही है?" }, { "ucid": "21112178910656482", "idx": 4, "speaker": "customer", "start_s": 10.0, "end_s": 10.4, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178910656482", "idx": 5, "speaker": "agent", "start_s": 11.4, "end_s": 14.7, "text_en": "Sir, you had raised an inquiry last month for structural steel.", "text_native": "सर आपने एक इन्क्वायरी रेज़ किया था पिछले महीने स्ट्रक्चरल स्टील के लिए।" }, { "ucid": "21112178910656482", "idx": 6, "speaker": "customer", "start_s": 15.0, "end_s": 15.3, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178910656482", "idx": 7, "speaker": "agent", "start_s": 15.5, "end_s": 17.0, "text_en": "You had spoken with Rohit Mishra.", "text_native": "रोहित मिश्रा से आपकी बात हुई थी।" }, { "ucid": "21112178910656482", "idx": 8, "speaker": "customer", "start_s": 17.5, "end_s": 18.2, "text_en": "For what thing?", "text_native": "क्या चीज का?" }, { "ucid": "21112178910656482", "idx": 9, "speaker": "agent", "start_s": 18.8, "end_s": 20.8, "text_en": "Structural steel, of HR, CR, of HRPO.", "text_native": "स्ट्रक्चरल स्टील, HR, CR का, HRPO का।" }, { "ucid": "21112178910656482", "idx": 10, "speaker": "customer", "start_s": 21.3, "end_s": 21.8, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178910656482", "idx": 11, "speaker": "agent", "start_s": 22.5, "end_s": 25.8, "text_en": "Yes, so I wanted to find out what it is, what is your end use? Meaning, are you a manufacturer?", "text_native": "हां, तो मुझे पता करना था कि क्या है, end use क्या है आपका? मतलब मैन्युफैक्चरर हो आप?" }, { "ucid": "21112178910656482", "idx": 12, "speaker": "customer", "start_s": 26.6, "end_s": 28.2, "text_en": "I am into selling, am a distributor.", "text_native": "मैं selling है, distributor है।" }, { "ucid": "21112178910656482", "idx": 13, "speaker": "agent", "start_s": 29.5, "end_s": 31.2, "text_en": "Sir, what are you saying? I can't hear you.", "text_native": "सर क्या बोल रहे हैं? आवाज नहीं आ रही है आपकी।" }, { "ucid": "21112178910656482", "idx": 14, "speaker": "customer", "start_s": 31.5, "end_s": 34.2, "text_en": "Sell, we are into selling.", "text_native": "Sell, selling करने वाले हैं।" }, { "ucid": "21112178910656482", "idx": 15, "speaker": "agent", "start_s": 34.2, "end_s": 36.9, "text_en": "It's for sales, for resale. I see. Okay, you are a trader. Okay.", "text_native": "Sales है, resale के लिए। अच्छा। Okay, trader हो आप। Okay." }, { "ucid": "21112178910656482", "idx": 16, "speaker": "customer", "start_s": 37.0, "end_s": 37.3, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178910656482", "idx": 17, "speaker": "agent", "start_s": 37.6, "end_s": 39.5, "text_en": "Location, sir, where is yours? Where do you operate from?", "text_native": "Location सर आपका कहां है? कहां operate करते हो आप?" }, { "ucid": "21112178910656482", "idx": 18, "speaker": "customer", "start_s": 39.8, "end_s": 40.9, "text_en": "Haveri district.", "text_native": "Haveri district." }, { "ucid": "21112178910656482", "idx": 19, "speaker": "agent", "start_s": 41.2, "end_s": 47.2, "text_en": "Haveri, Karnataka. Okay, okay. Alright. So what volume is purchased every month? Meaning, even if we look at sales, what is your total buying volume?", "text_native": "Haveri, Karnataka. Okay, okay. ठीक है। तो क्या volume purchase होता है every month? मतलब sales में भी अगर देखा जाए, तो total buying volume कितना है आपका?" }, { "ucid": "21112178910656482", "idx": 20, "speaker": "customer", "start_s": 47.8, "end_s": 51.2, "text_en": "Sir, you please call in a little while, I will tell you. I am busy right now, don't have time.", "text_native": "आप एक सर थोड़ी देर में कीजिए, मैं बता देता हूं। अभी बिजी हूं, टाइम नहीं है।" }, { "ucid": "21112178910656482", "idx": 21, "speaker": "agent", "start_s": 51.5, "end_s": 52.8, "text_en": "Alright, alright sir. Fine.", "text_native": "ठीक है, ठीक है सर। Fine." } ], "steps": [ { "ucid": "21112178910656482", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not explicitly identify JSW One or ask for permission to speak at the start of the call." }, { "ucid": "21112178910656482", "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 deliver a supply or price hook, instead moving directly from context-setting to discovery." }, { "ucid": "21112178910656482", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "what is your end use? Meaning, are you a manufacturer? ... So what volume is purchased every month?", "comment": "Agent only asked 2 of the 6 required questions (end use/segment, monthly volume) before the customer ended the call." }, { "ucid": "21112178910656482", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was terminated by the customer before the agent had an opportunity to pitch any USPs." }, { "ucid": "21112178910656482", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not get to the stage of asking if the customer had a current requirement." }, { "ucid": "21112178910656482", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Alright, alright sir. Fine.", "comment": "Agent accepted the customer's vague request to 'call in a little while' without committing to a specific callback time." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }