{ "ucid": "21112178911165191", "call_date": "2026-09-11", "start_time": "2026-09-11 12:57:31", "end_time": "2026-09-11 12:58:56", "duration_sec": 85, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8c8f2d54344ae2b3d4d728d4aa71b6c7.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 226, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911165191__DIA8c8f2d54344ae2b3d4d728d4aa71b6c7.mp3", "audio_bytes": 225072, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 75.024, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello.\n[1s] CUSTOMER: Hello.\n[2s] AGENT: Am I speaking to Rajendra Gaikwad from Ayush Enterprises?\n[5s] CUSTOMER: Yes sir, yes sir.\n[6s] AGENT: Gaikwad ji, greetings. This is Sudeep speaking from JSW One MSME. (Gaikwad ji, namaskar. Sudeep bol raha hoon JSW One MSME se.)\n[9s] CUSTOMER: Yes, tell me, sir. (हां बोलिए ना सर।)\n[10s] AGENT: Sir, your company was registered on our portal, this was a follow-up call regarding your steel procurement. (सर ये आपका कंपनी रजिस्टर्ड हुआ था पोर्टल पर हमारे, आपके स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था।)\n[14s] CUSTOMER: That's right, sir, that's right. (बराबर है सर, बराबर है।)\n[15s] AGENT: In the system, two inquiries were created from your side for HR material, 2.5 mm. But after that, sir, no inquiry came and no order has come yet. (सिस्टम में दो बार इंक्वायरी बनी है आपकी HR मटेरियल को लेके, 2.5 mm है। बट उसके बाद से सर इंक्वायरी नहीं आई और ऑर्डर तो आया ही नहीं अब तक।)\n[22s] CUSTOMER: No, the work has also reduced a bit now, sir. (नहीं, थोड़ा अभी थोड़ा सा काम भी कम हुआ है सर।)\n[24s] AGENT: Okay, okay. (अच्छा अच्छा।)\n[25s] CUSTOMER: But definitely, definitely from January onwards our work will increase. We are currently installing a laser, a laser setup. (But definitely, definitely from January onwards हमारा काम बढ़ेगा। हम लोग अभी थोड़ा सा लेजर, लेजर का सेटअप डाल रहे हैं।)\n[30s] AGENT: Okay.\n[31s] CUSTOMER: So definitely, then all types of material will come in that. HRC, CR, we will need everything. (तो डेफिनेटली उसमें फिर सब टाइप का मटेरियल आएगा। HRC, CR सब लगेगा हमें।)\n[34s] AGENT: Yes, yes, yes. (हां हां हां।)\n[35s] CUSTOMER: Right now, what happened is our 3.8, 4 mm requirement was five-six tons, ten tons monthly. (अभी क्या है ना हमारी 3.8, 4 mm की रिक्वायरमेंट मंथली पांच-छह टन थी, दस टन थी।)\n[39s] AGENT: Hmm hmm. (हम्म हम्म।)\n[40s] CUSTOMER: But that too, uh, our client has reduced taking that product, reduced it quite a lot. (बट वो भी, अह, वो प्रोडक्ट थोड़ा सा हमारा क्लाइंट ही लेना कम कर दिया है, काफी कम कर दिया है।)\n[45s] CUSTOMER: So now we are, we are moving to another product. But this, positively, in my opinion, from November, December, it will start increasing for us. (तो हमारा अभी, हम थोड़ा दूसरा प्रोडक्ट में जा रहे हैं। बट ये पॉजिटिवली मेरे हिसाब से नवंबर, दिसंबर से हमारा वो बढ़ना चालू हो जाएगा।)\n[52s] AGENT: November, December. Okay. Alright, Rajendra ji. (नवंबर, दिसंबर। ओके। ठीक है राजेंद्र जी।)\n[54s] CUSTOMER: Okay. Okay. Thank you. Thank you very much.\n[56s] AGENT: Yeah.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: There is minor background noise, but it does not significantly impact transcription quality.", "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": "When a customer mentions a specific future requirement (e.g. 'from January onwards'), you must set a concrete follow-up date instead of ending the call vaguely.", "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 followed up on past inquiries. The customer explained that their business has slowed down but they are installing new equipment and expect work to increase from November/December, at which point they will need HRC and CR. The agent acknowledged this information but did not probe for details, pitch any benefits for future business, or set a specific follow-up date, ending the call without a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"agent greeted and identified but did not ask for permission to speak\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"agent referenced past inquiries instead of leading with a supply or price benefit hook\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Right now, what happened is our 3.8, 4 mm requirement was five-six tons, ten tons monthly.\", \"comment\": \"agent did not ask any discovery questions; only monthly tonnage was volunteered by the customer\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"agent did not pitch any USPs\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"agent did not attempt to qualify for a current requirement after the customer stated business was slow\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"call ended without a committed next step, despite the customer mentioning a future need\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer mentions a specific future requirement (e.g. 'from January onwards'), you must set a concrete follow-up date instead of ending the call vaguely.\", \"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\": [], \"call_summary\": \"The agent followed up on past inquiries. The customer explained that their business has slowed down but they are installing new equipment and expect work to increase from November/December, at which point they will need HRC and CR. The agent acknowledged this information but did not probe for details, pitch any benefits for future business, or set a specific follow-up date, ending the call without a next step.\"}", "error": null, "latency_ms": 31972, "input_tokens": 3335, "output_tokens": 699, "created_at": "2026-09-25 11:01:10", "sentiment": "positive", "sentiment_score": 0.55, "sentiment_confidence": "high", "pos": 28, "neg": 0, "lex_hits": 14, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.403, "agent_talk_sec": 21.1, "customer_talk_sec": 31.3, "dead_air_sec": 32.6, "longest_monologue_sec": 6.4, "agent_wpm": 236.0, "interruptions": 0, "agent_turns": 11, "customer_turns": 11, "discovery_qs": 1, "words_agent": 83, "words_customer": 127, "monologue_heavy": 0, "turns": [ { "ucid": "21112178911165191", "idx": 0, "speaker": "agent", "start_s": 0.57, "end_s": 0.97, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178911165191", "idx": 1, "speaker": "customer", "start_s": 1.29, "end_s": 1.69, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178911165191", "idx": 2, "speaker": "agent", "start_s": 1.8, "end_s": 4.44, "text_en": "Am I speaking to Rajendra Gaikwad from Ayush Enterprises?", "text_native": "Am I speaking to Rajendra Gaikwad from Ayush Enterprises?" }, { "ucid": "21112178911165191", "idx": 3, "speaker": "customer", "start_s": 4.62, "end_s": 5.34, "text_en": "Yes sir, yes sir.", "text_native": "Yes sir, yes sir." }, { "ucid": "21112178911165191", "idx": 4, "speaker": "agent", "start_s": 5.56, "end_s": 8.82, "text_en": "Gaikwad ji, greetings. This is Sudeep speaking from JSW One MSME.", "text_native": "Gaikwad ji, namaskar. Sudeep bol raha hoon JSW One MSME se." }, { "ucid": "21112178911165191", "idx": 5, "speaker": "customer", "start_s": 9.0, "end_s": 9.72, "text_en": "Yes, tell me, sir.", "text_native": "हां बोलिए ना सर।" }, { "ucid": "21112178911165191", "idx": 6, "speaker": "agent", "start_s": 9.83, "end_s": 13.83, "text_en": "Sir, your company was registered on our portal, this was a follow-up call regarding your steel procurement.", "text_native": "सर ये आपका कंपनी रजिस्टर्ड हुआ था पोर्टल पर हमारे, आपके स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था।" }, { "ucid": "21112178911165191", "idx": 7, "speaker": "customer", "start_s": 14.0, "end_s": 14.94, "text_en": "That's right, sir, that's right.", "text_native": "बराबर है सर, बराबर है।" }, { "ucid": "21112178911165191", "idx": 8, "speaker": "agent", "start_s": 15.05, "end_s": 21.5, "text_en": "In the system, two inquiries were created from your side for HR material, 2.5 mm. But after that, sir, no inquiry came and no order has come yet.", "text_native": "सिस्टम में दो बार इंक्वायरी बनी है आपकी HR मटेरियल को लेके, 2.5 mm है। बट उसके बाद से सर इंक्वायरी नहीं आई और ऑर्डर तो आया ही नहीं अब तक।" }, { "ucid": "21112178911165191", "idx": 9, "speaker": "customer", "start_s": 21.63, "end_s": 23.83, "text_en": "No, the work has also reduced a bit now, sir.", "text_native": "नहीं, थोड़ा अभी थोड़ा सा काम भी कम हुआ है सर।" }, { "ucid": "21112178911165191", "idx": 10, "speaker": "agent", "start_s": 24.0, "end_s": 24.44, "text_en": "Okay, okay.", "text_native": "अच्छा अच्छा।" }, { "ucid": "21112178911165191", "idx": 11, "speaker": "customer", "start_s": 24.6, "end_s": 30.2, "text_en": "But definitely, definitely from January onwards our work will increase. We are currently installing a laser, a laser setup.", "text_native": "But definitely, definitely from January onwards हमारा काम बढ़ेगा। हम लोग अभी थोड़ा सा लेजर, लेजर का सेटअप डाल रहे हैं।" }, { "ucid": "21112178911165191", "idx": 12, "speaker": "agent", "start_s": 30.3, "end_s": 30.7, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178911165191", "idx": 13, "speaker": "customer", "start_s": 30.8, "end_s": 34.2, "text_en": "So definitely, then all types of material will come in that. HRC, CR, we will need everything.", "text_native": "तो डेफिनेटली उसमें फिर सब टाइप का मटेरियल आएगा। HRC, CR सब लगेगा हमें।" }, { "ucid": "21112178911165191", "idx": 14, "speaker": "agent", "start_s": 34.3, "end_s": 34.8, "text_en": "Yes, yes, yes.", "text_native": "हां हां हां।" }, { "ucid": "21112178911165191", "idx": 15, "speaker": "customer", "start_s": 34.9, "end_s": 39.2, "text_en": "Right now, what happened is our 3.8, 4 mm requirement was five-six tons, ten tons monthly.", "text_native": "अभी क्या है ना हमारी 3.8, 4 mm की रिक्वायरमेंट मंथली पांच-छह टन थी, दस टन थी।" }, { "ucid": "21112178911165191", "idx": 16, "speaker": "agent", "start_s": 39.3, "end_s": 39.8, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178911165191", "idx": 17, "speaker": "customer", "start_s": 40.0, "end_s": 44.5, "text_en": "But that too, uh, our client has reduced taking that product, reduced it quite a lot.", "text_native": "बट वो भी, अह, वो प्रोडक्ट थोड़ा सा हमारा क्लाइंट ही लेना कम कर दिया है, काफी कम कर दिया है।" }, { "ucid": "21112178911165191", "idx": 18, "speaker": "customer", "start_s": 45.2, "end_s": 51.8, "text_en": "So now we are, we are moving to another product. But this, positively, in my opinion, from November, December, it will start increasing for us.", "text_native": "तो हमारा अभी, हम थोड़ा दूसरा प्रोडक्ट में जा रहे हैं। बट ये पॉजिटिवली मेरे हिसाब से नवंबर, दिसंबर से हमारा वो बढ़ना चालू हो जाएगा।" }, { "ucid": "21112178911165191", "idx": 19, "speaker": "agent", "start_s": 52.0, "end_s": 54.2, "text_en": "November, December. Okay. Alright, Rajendra ji.", "text_native": "नवंबर, दिसंबर। ओके। ठीक है राजेंद्र जी।" }, { "ucid": "21112178911165191", "idx": 20, "speaker": "customer", "start_s": 54.3, "end_s": 56.2, "text_en": "Okay. Okay. Thank you. Thank you very much.", "text_native": "Okay. Okay. Thank you. Thank you very much." }, { "ucid": "21112178911165191", "idx": 21, "speaker": "agent", "start_s": 56.3, "end_s": 56.6, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178911165191", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "agent greeted and identified but did not ask for permission to speak" }, { "ucid": "21112178911165191", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "agent referenced past inquiries instead of leading with a supply or price benefit hook" }, { "ucid": "21112178911165191", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Right now, what happened is our 3.8, 4 mm requirement was five-six tons, ten tons monthly.", "comment": "agent did not ask any discovery questions; only monthly tonnage was volunteered by the customer" }, { "ucid": "21112178911165191", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "agent did not pitch any USPs" }, { "ucid": "21112178911165191", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "agent did not attempt to qualify for a current requirement after the customer stated business was slow" }, { "ucid": "21112178911165191", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "call ended without a committed next step, despite the customer mentioning a future need" } ], "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": [] }