{ "ucid": "21112178911152841", "call_date": "2026-09-11", "start_time": "2026-09-11 12:55:28", "end_time": "2026-09-11 12:56:17", "duration_sec": 49, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa498f8b318b4f4d48e41f23f1eeac017.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 228, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911152841__DIAa498f8b318b4f4d48e41f23f1eeac017.mp3", "audio_bytes": 112104, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 37.368, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello? (हेलो?)\n[3s] CUSTOMER: Yes? (हाँ जी?)\n[4s] AGENT: Yeah, am I speaking with National Electrical Equipments, sir? (या, नेशनल इलेक्ट्रिकल इक्विपमेंट्स से बात कर रहे हैं सर?)\n[7s] CUSTOMER: Yes. (हाँ।)\n[7s] AGENT: Greetings, this is Abdul speaking, sir, from JSW. (नमस्कार, अब्दुल बात कर रहा हूँ सर मैं JSW से।)\n[10s] CUSTOMER: From JSW? (JSW से?)\n[11s] AGENT: Yes, yes, yes. (जी जी जी।)\n[12s] CUSTOMER: This call keeps coming, brother. I've received this call many times, this conversation has already happened. (ये कॉल आ जाती है भैया, बहुत बार कॉल आ चुकी है, ये बात हो चुकी है।)\n[15s] AGENT: Is there any requirement now, sir? (रिक्वायरमेंट है सर अभी कुछ?)\n[16s] CUSTOMER: We buy from a dealer, brother. (हम तो डीलर से लेते हैं भैया।)\n[18s] AGENT: So okay, don't you want to buy from the company? (तो ठीक है, कंपनी से लेना नहीं चाहते क्या आप?)\n[20s] CUSTOMER: They say something about the company, that they will give five tons, minimum this much they will give. (वो कंपनी का कुछ कहते हैं पांच ton देंगे, minimum ये देंगे।)\n[22s] AGENT: Yes, it's five tons, you have to pick up an MOQ of five tons. (हाँ, पांच ton होता है, पांच ton का MOQ उठाना पड़ता है।)\n[24s] CUSTOMER: It's not like that, that system doesn't work for us here. (ऐसा नहीं है ना, हमारे यहां सिस्टम ऐसा नहीं चलता।)\n[26s] AGENT: Okay, okay okay, okay. (ठीक है, ओके ओके, ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: The customer's voice is slightly distant compared to the agent's.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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": "When a customer objects that they buy from a dealer, use the playbook: don't ask them to switch, but instead propose a small trial order to prove our value.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a manufacturing lead who had been called before. The customer immediately stated they buy from a dealer because JSW's minimum order quantity (MOQ) of 5 tons is too high for their business model. The agent confirmed the MOQ policy and the call ended without any discovery or next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Greetings, this is Abdul speaking, sir, from JSW.\", \"comment\": \"The agent identified himself and the company, but did not ask for permission to speak or if it was a good time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Is there any requirement now, sir?\", \"comment\": \"The agent skipped the hook and jumped directly to a qualification question, failing to provide a reason for the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, volume, or current procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done to make them relevant.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Is there any requirement now, sir?\", \"comment\": \"The agent successfully attempted to qualify by asking about a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay, okay okay, okay.\", \"comment\": \"The call ended abruptly after the customer's objection, with no next step committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer objects that they buy from a dealer, use the playbook: don't ask them to switch, but instead propose a small trial order to prove our value.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: We buy from a dealer, brother.\", \"response\": \"AGENT: So okay, don't you want to buy from the company?\"}], \"call_summary\": \"The agent contacted a manufacturing lead who had been called before. The customer immediately stated they buy from a dealer because JSW's minimum order quantity (MOQ) of 5 tons is too high for their business model. The agent confirmed the MOQ policy and the call ended without any discovery or next steps.\"}", "error": null, "latency_ms": 33059, "input_tokens": 3008, "output_tokens": 792, "created_at": "2026-09-25 11:01:28", "sentiment": "neutral", "sentiment_score": -0.12, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.529, "agent_talk_sec": 10.8, "customer_talk_sec": 9.6, "dead_air_sec": 28.6, "longest_monologue_sec": 2.3, "agent_wpm": 305.6, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 4, "words_agent": 55, "words_customer": 56, "monologue_heavy": 0, "turns": [ { "ucid": "21112178911152841", "idx": 0, "speaker": "customer", "start_s": 1.98, "end_s": 2.4, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178911152841", "idx": 1, "speaker": "agent", "start_s": 2.5, "end_s": 2.91, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178911152841", "idx": 2, "speaker": "customer", "start_s": 3.3, "end_s": 3.7, "text_en": "Yes?", "text_native": "हाँ जी?" }, { "ucid": "21112178911152841", "idx": 3, "speaker": "agent", "start_s": 4.18, "end_s": 6.2, "text_en": "Yeah, am I speaking with National Electrical Equipments, sir?", "text_native": "या, नेशनल इलेक्ट्रिकल इक्विपमेंट्स से बात कर रहे हैं सर?" }, { "ucid": "21112178911152841", "idx": 4, "speaker": "customer", "start_s": 6.6, "end_s": 6.9, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178911152841", "idx": 5, "speaker": "agent", "start_s": 7.26, "end_s": 9.6, "text_en": "Greetings, this is Abdul speaking, sir, from JSW.", "text_native": "नमस्कार, अब्दुल बात कर रहा हूँ सर मैं JSW से।" }, { "ucid": "21112178911152841", "idx": 6, "speaker": "customer", "start_s": 10.1, "end_s": 10.6, "text_en": "From JSW?", "text_native": "JSW से?" }, { "ucid": "21112178911152841", "idx": 7, "speaker": "agent", "start_s": 10.9, "end_s": 11.4, "text_en": "Yes, yes, yes.", "text_native": "जी जी जी।" }, { "ucid": "21112178911152841", "idx": 8, "speaker": "customer", "start_s": 11.6, "end_s": 14.2, "text_en": "This call keeps coming, brother. I've received this call many times, this conversation has already happened.", "text_native": "ये कॉल आ जाती है भैया, बहुत बार कॉल आ चुकी है, ये बात हो चुकी है।" }, { "ucid": "21112178911152841", "idx": 9, "speaker": "agent", "start_s": 14.7, "end_s": 15.8, "text_en": "Is there any requirement now, sir?", "text_native": "रिक्वायरमेंट है सर अभी कुछ?" }, { "ucid": "21112178911152841", "idx": 10, "speaker": "customer", "start_s": 16.1, "end_s": 17.4, "text_en": "We buy from a dealer, brother.", "text_native": "हम तो डीलर से लेते हैं भैया।" }, { "ucid": "21112178911152841", "idx": 11, "speaker": "agent", "start_s": 17.8, "end_s": 19.4, "text_en": "So okay, don't you want to buy from the company?", "text_native": "तो ठीक है, कंपनी से लेना नहीं चाहते क्या आप?" }, { "ucid": "21112178911152841", "idx": 12, "speaker": "customer", "start_s": 19.7, "end_s": 22.1, "text_en": "They say something about the company, that they will give five tons, minimum this much they will give.", "text_native": "वो कंपनी का कुछ कहते हैं पांच ton देंगे, minimum ये देंगे।" }, { "ucid": "21112178911152841", "idx": 13, "speaker": "agent", "start_s": 22.2, "end_s": 23.9, "text_en": "Yes, it's five tons, you have to pick up an MOQ of five tons.", "text_native": "हाँ, पांच ton होता है, पांच ton का MOQ उठाना पड़ता है।" }, { "ucid": "21112178911152841", "idx": 14, "speaker": "customer", "start_s": 23.9, "end_s": 25.6, "text_en": "It's not like that, that system doesn't work for us here.", "text_native": "ऐसा नहीं है ना, हमारे यहां सिस्टम ऐसा नहीं चलता।" }, { "ucid": "21112178911152841", "idx": 15, "speaker": "agent", "start_s": 25.8, "end_s": 26.9, "text_en": "Okay, okay okay, okay.", "text_native": "ठीक है, ओके ओके, ठीक है।" } ], "steps": [ { "ucid": "21112178911152841", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Greetings, this is Abdul speaking, sir, from JSW.", "comment": "The agent identified himself and the company, but did not ask for permission to speak or if it was a good time." }, { "ucid": "21112178911152841", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Is there any requirement now, sir?", "comment": "The agent skipped the hook and jumped directly to a qualification question, failing to provide a reason for the call." }, { "ucid": "21112178911152841", "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 about the customer's business, volume, or current procurement." }, { "ucid": "21112178911152841", "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 done to make them relevant." }, { "ucid": "21112178911152841", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: Is there any requirement now, sir?", "comment": "The agent successfully attempted to qualify by asking about a current requirement." }, { "ucid": "21112178911152841", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Okay, okay okay, okay.", "comment": "The call ended abruptly after the customer's objection, with no next step committed." } ], "objections": [ { "ucid": "21112178911152841", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "CUSTOMER: We buy from a dealer, brother.", "response": "AGENT: So okay, don't you want to buy from the company?" } ], "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": [] }