{ "ucid": "21112178910818991", "call_date": "2026-09-11", "start_time": "2026-09-11 11:59:49", "end_time": "2026-09-11 12:00:43", "duration_sec": 54, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Does_not_deal_Steel", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8a4e419e5a57c2482d40730c57c0e583.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 251, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910818991__DIA8a4e419e5a57c2482d40730c57c0e583.mp3", "audio_bytes": 98064, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 32.688, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हेलो।)\n[1s] AGENT: Amit ji, good morning. (अमित जी गुड मॉर्निंग।)\n[3s] AGENT: Hello. (हेलो।)\n[3s] AGENT: Hello. (हेलो।)\n[4s] AGENT: Amit ji, good afternoon, Rohit Mehta speaking from JSW One. (अमित जी गुड आफ्टरनून, रोहित मेहता बात कर रहा हूं JSW One से।)\n[8s] AGENT: Yes sir, do you have any requirement coming up this month? In HR sheets or coils? (जी सर, अभी ये महीने में कुछ रिक्वायरमेंट आ रही है आपको? HR शीट्स में या कॉइल्स में?)\n[12s] CUSTOMER: Not right now sir, there's nothing like a rush right now. (अभी तो नहीं है सर, तेजी जैसा अभी तो कुछ नहीं है।)\n[17s] AGENT: Sir, I can't hear your voice, sir. (सर आपकी आवाज नहीं आ रही है सर।)\n[19s] CUSTOMER: I will call you, I will do it in a little while. (मैं आपको फोन करता हूं, अभी थोड़े देर में करता हूं।)\n[21s] AGENT: Done, okay, I will call you. (डन, ओके, मैं करता हूं आपको।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "noisy: The customer's voice is muffled and there is significant background noise, making their speech difficult to understand.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "10 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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "Before asking for requirements, you must first get permission to speak and then deliver a hook that gives the customer a reason to listen.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent opened the call and immediately asked for requirements in HR sheets or coils, skipping the permission and hook steps. The customer stated they had no immediate need and offered to call back later. The agent ended the call by agreeing to call back, without performing any discovery or setting a specific next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Amit ji, good afternoon, Rohit Mehta speaking from JSW One.\", \"comment\": \"Agent introduced himself and the company but failed to ask for permission to speak.\"}, {\"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 requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, do you have any requirement coming up this month? In HR sheets or coils?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the first part of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Done, okay, I will call you.\", \"comment\": \"The next step is not explicit or committed; no specific callback date or time was agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Before asking for requirements, you must first get permission to speak and then deliver a hook that gives the customer a reason to listen.\", \"segment_detected\": \"unknown\", \"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\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I will call you, I will do it in a little while.\", \"response\": \"Done, okay, I will call you.\"}], \"call_summary\": \"The agent opened the call and immediately asked for requirements in HR sheets or coils, skipping the permission and hook steps. The customer stated they had no immediate need and offered to call back later. The agent ended the call by agreeing to call back, without performing any discovery or setting a specific next step.\"}", "error": null, "latency_ms": 33087, "input_tokens": 2838, "output_tokens": 768, "created_at": "2026-09-25 11:03:29", "sentiment": "negative", "sentiment_score": -0.247, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.711, "agent_talk_sec": 12.3, "customer_talk_sec": 5.0, "dead_air_sec": 36.7, "longest_monologue_sec": 8.9, "agent_wpm": 219.5, "interruptions": 0, "agent_turns": 7, "customer_turns": 3, "discovery_qs": 2, "words_agent": 45, "words_customer": 24, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910818991", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 1.1, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178910818991", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 2.6, "text_en": "Amit ji, good morning.", "text_native": "अमित जी गुड मॉर्निंग।" }, { "ucid": "21112178910818991", "idx": 2, "speaker": "agent", "start_s": 2.6, "end_s": 3.0, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178910818991", "idx": 3, "speaker": "agent", "start_s": 3.3, "end_s": 3.6, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178910818991", "idx": 4, "speaker": "agent", "start_s": 3.88, "end_s": 7.18, "text_en": "Amit ji, good afternoon, Rohit Mehta speaking from JSW One.", "text_native": "अमित जी गुड आफ्टरनून, रोहित मेहता बात कर रहा हूं JSW One से।" }, { "ucid": "21112178910818991", "idx": 5, "speaker": "agent", "start_s": 8.1, "end_s": 11.8, "text_en": "Yes sir, do you have any requirement coming up this month? In HR sheets or coils?", "text_native": "जी सर, अभी ये महीने में कुछ रिक्वायरमेंट आ रही है आपको? HR शीट्स में या कॉइल्स में?" }, { "ucid": "21112178910818991", "idx": 6, "speaker": "customer", "start_s": 12.0, "end_s": 14.5, "text_en": "Not right now sir, there's nothing like a rush right now.", "text_native": "अभी तो नहीं है सर, तेजी जैसा अभी तो कुछ नहीं है।" }, { "ucid": "21112178910818991", "idx": 7, "speaker": "agent", "start_s": 17.4, "end_s": 19.0, "text_en": "Sir, I can't hear your voice, sir.", "text_native": "सर आपकी आवाज नहीं आ रही है सर।" }, { "ucid": "21112178910818991", "idx": 8, "speaker": "customer", "start_s": 19.0, "end_s": 21.0, "text_en": "I will call you, I will do it in a little while.", "text_native": "मैं आपको फोन करता हूं, अभी थोड़े देर में करता हूं।" }, { "ucid": "21112178910818991", "idx": 9, "speaker": "agent", "start_s": 21.4, "end_s": 23.2, "text_en": "Done, okay, I will call you.", "text_native": "डन, ओके, मैं करता हूं आपको।" } ], "steps": [ { "ucid": "21112178910818991", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Amit ji, good afternoon, Rohit Mehta speaking from JSW One.", "comment": "Agent introduced himself and the company but failed to ask for permission to speak." }, { "ucid": "21112178910818991", "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 requirements." }, { "ucid": "21112178910818991", "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, volume, or suppliers." }, { "ucid": "21112178910818991", "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 as no discovery was conducted." }, { "ucid": "21112178910818991", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes sir, do you have any requirement coming up this month? In HR sheets or coils?", "comment": "Agent successfully asked if a current requirement exists, which is the first part of this step." }, { "ucid": "21112178910818991", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Done, okay, I will call you.", "comment": "The next step is not explicit or committed; no specific callback date or time was agreed upon." } ], "objections": [ { "ucid": "21112178910818991", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "I will call you, I will do it in a little while.", "response": "Done, okay, I will call you." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }