{ "ucid": "21112178910676891", "call_date": "2026-09-11", "start_time": "2026-09-11 11:36:08", "end_time": "2026-09-11 11:37:20", "duration_sec": 72, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd548e0fc47098494f7f4ad9474bbc0b6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 258, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910676891__DIAd548e0fc47098494f7f4ad9474bbc0b6.mp3", "audio_bytes": 135000, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 45.0, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हॅलो?)\n[1s] AGENT: Hello. (हॅलो.)\n[3s] AGENT: Uh, Aquire Engineering Private Limited? (अह एक्वायर इंजीनियरिंग प्राइवेट लिमिटेड?)\n[4s] AGENT: Sir, I was calling from JSW One. (सर JSW One से बात कर रहा था मैं।)\n[7s] CUSTOMER: Yes, tell me. (हां बोलिए ना।)\n[8s] AGENT: Uh sir, are you looking for any requirement in HR, CR, etc. right now? (अह सर कुछ रिक्वायरमेंट में देख रहे हैं HR CR वगेरा में अभी?)\n[11s] CUSTOMER: Yes, there is a requirement, but how does it work? What is your payment term? (हां रिक्वायरमेंट तो है लेकिन काम कैसा है? पेमेंट टर्म कैसा है आपका?)\n[14s] AGENT: Sir, the first two transactions are advance, then credit is available, sir. Because we also have to show a business history, sir. (सर पहले दो ट्रांजैक्शन एडवांस रहता है, फिर क्रेडिट होता है सर। क्योंकि बिज़नेस हिस्ट्री दिखानी पड़ती है ना सर हमको भी।)\n[18s] CUSTOMER: Okay, right now I don't have that much for an advance. When I have an advance, I will let you know. (ठीक है, अभी इतना एडवांस है नहीं है। जब एडवांस है तो मैं बताता हूं आपको।)\n[22s] AGENT: Okay boss, okay. (ठीक है ना मालिक, ठीक है।)\n[23s] CUSTOMER: Yes. (हां।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: The customer's voice is slightly distant from the microphone.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 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": "When a customer confirms they have a requirement, you must capture the details (size, grade, quantity) before discussing commercial terms like payment.", "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 agent contacted an engineering company and the customer confirmed they have a requirement for HR/CR. The customer immediately asked about payment terms. The agent stated the policy is advance payment for the first two transactions, which led the customer to state they couldn't proceed and end the call. The agent failed to conduct any discovery or qualify the customer's requirement.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One.\", \"comment\": \"Agent identified self and company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in HR, CR, etc. right now?\", \"comment\": \"Agent did not lead with a supply/price hook, instead jumping directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions to understand the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, there is a requirement...\", \"comment\": \"Although the customer confirmed a requirement, the agent failed to capture any details (grade, size, qty, etc.).\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay boss, okay.\", \"comment\": \"The call ended without any committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer confirms they have a requirement, you must capture the details (size, grade, quantity) before discussing commercial terms like payment.\", \"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\": \"credit\", \"state\": \"mishandled\", \"evidence\": \"What is your payment term?\", \"response\": \"Sir, the first two transactions are advance, then credit is available, sir.\"}], \"call_summary\": \"The agent contacted an engineering company and the customer confirmed they have a requirement for HR/CR. The customer immediately asked about payment terms. The agent stated the policy is advance payment for the first two transactions, which led the customer to state they couldn't proceed and end the call. The agent failed to conduct any discovery or qualify the customer's requirement.\"}", "error": null, "latency_ms": 28535, "input_tokens": 2900, "output_tokens": 776, "created_at": "2026-09-25 11:03:42", "sentiment": "negative", "sentiment_score": -0.22, "sentiment_confidence": "high", "pos": 1, "neg": 2, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.598, "agent_talk_sec": 11.3, "customer_talk_sec": 7.6, "dead_air_sec": 53.1, "longest_monologue_sec": 4.2, "agent_wpm": 276.1, "interruptions": 0, "agent_turns": 6, "customer_turns": 5, "discovery_qs": 2, "words_agent": 52, "words_customer": 41, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910676891", "idx": 0, "speaker": "customer", "start_s": 0.5, "end_s": 1.0, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178910676891", "idx": 1, "speaker": "agent", "start_s": 1.28, "end_s": 1.88, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178910676891", "idx": 2, "speaker": "agent", "start_s": 2.53, "end_s": 4.03, "text_en": "Uh, Aquire Engineering Private Limited?", "text_native": "अह एक्वायर इंजीनियरिंग प्राइवेट लिमिटेड?" }, { "ucid": "21112178910676891", "idx": 3, "speaker": "agent", "start_s": 4.4, "end_s": 6.1, "text_en": "Sir, I was calling from JSW One.", "text_native": "सर JSW One से बात कर रहा था मैं।" }, { "ucid": "21112178910676891", "idx": 4, "speaker": "customer", "start_s": 6.7, "end_s": 7.3, "text_en": "Yes, tell me.", "text_native": "हां बोलिए ना।" }, { "ucid": "21112178910676891", "idx": 5, "speaker": "agent", "start_s": 7.6, "end_s": 10.0, "text_en": "Uh sir, are you looking for any requirement in HR, CR, etc. right now?", "text_native": "अह सर कुछ रिक्वायरमेंट में देख रहे हैं HR CR वगेरा में अभी?" }, { "ucid": "21112178910676891", "idx": 6, "speaker": "customer", "start_s": 10.7, "end_s": 13.9, "text_en": "Yes, there is a requirement, but how does it work? What is your payment term?", "text_native": "हां रिक्वायरमेंट तो है लेकिन काम कैसा है? पेमेंट टर्म कैसा है आपका?" }, { "ucid": "21112178910676891", "idx": 7, "speaker": "agent", "start_s": 14.0, "end_s": 18.2, "text_en": "Sir, the first two transactions are advance, then credit is available, sir. Because we also have to show a business history, sir.", "text_native": "सर पहले दो ट्रांजैक्शन एडवांस रहता है, फिर क्रेडिट होता है सर। क्योंकि बिज़नेस हिस्ट्री दिखानी पड़ती है ना सर हमको भी।" }, { "ucid": "21112178910676891", "idx": 8, "speaker": "customer", "start_s": 18.5, "end_s": 21.5, "text_en": "Okay, right now I don't have that much for an advance. When I have an advance, I will let you know.", "text_native": "ठीक है, अभी इतना एडवांस है नहीं है। जब एडवांस है तो मैं बताता हूं आपको।" }, { "ucid": "21112178910676891", "idx": 9, "speaker": "agent", "start_s": 21.6, "end_s": 22.5, "text_en": "Okay boss, okay.", "text_native": "ठीक है ना मालिक, ठीक है।" }, { "ucid": "21112178910676891", "idx": 10, "speaker": "customer", "start_s": 22.9, "end_s": 23.2, "text_en": "Yes.", "text_native": "हां।" } ], "steps": [ { "ucid": "21112178910676891", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I was calling from JSW One.", "comment": "Agent identified self and company but did not ask for permission to speak." }, { "ucid": "21112178910676891", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, are you looking for any requirement in HR, CR, etc. right now?", "comment": "Agent did not lead with a supply/price hook, instead jumping directly to a qualification question." }, { "ucid": "21112178910676891", "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 to understand the customer's business or needs." }, { "ucid": "21112178910676891", "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 done, and no USPs were pitched." }, { "ucid": "21112178910676891", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, there is a requirement...", "comment": "Although the customer confirmed a requirement, the agent failed to capture any details (grade, size, qty, etc.)." }, { "ucid": "21112178910676891", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay boss, okay.", "comment": "The call ended without any committed next step like a quote or a scheduled callback." } ], "objections": [ { "ucid": "21112178910676891", "obj_type": "credit", "state": "mishandled", "evidence": "What is your payment term?", "response": "Sir, the first two transactions are advance, then credit is available, sir." } ], "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": [] }