{ "ucid": "21112178911199051", "call_date": "2026-09-11", "start_time": "2026-09-11 13:03:10", "end_time": "2026-09-11 13:03:57", "duration_sec": 47, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8b81dbb081735725f0d80f4eb89205be.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 222, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911199051__DIA8b81dbb081735725f0d80f4eb89205be.mp3", "audio_bytes": 87696, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 29.232, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हेलो)\n[2s] AGENT: Hello (हेलो)\n[2s] CUSTOMER: Yes (हां)\n[3s] AGENT: Sir, I am calling from JSW. (सर JSW से बात कर रहा हूं।)\n[5s] CUSTOMER: Yes, tell me sir. (हां बोलिए सर।)\n[6s] AGENT: Uh sir, are you looking for any requirement in sheet metals? (अह सर कुछ रिक्वायरमेंट में देख रहे शीट मेटल्स में?)\n[9s] CUSTOMER: No, right now there is nothing. Who is speaking? (नहीं अभी फिलहाल में तो कुछ नहीं है। आप कौन बात कर रहे हैं?)\n[13s] AGENT: I am Dhruv speaking, Dhruv Sharma. (मैं ध्रुव बात कर रहा हूं, ध्रुव शर्मा।)\n[15s] CUSTOMER: Dhruv ji, yes. I don't have any requirement right now, but as soon as there is, I will tell you, sir. (ध्रुव जी हां। मैं अभी तो कोई रिक्वायरमेंट नहीं है, लेकिन जैसे ही रहेगा तो मैं आपको बोल देता हूं सर।)\n[20s] AGENT: It's a done deal, sir. Okay. (डन है सर। ठीक है।)\n[22s] CUSTOMER: Okay. Okay, okay, okay. (ठीक है। ओके, ओके, ओके।)\n[24s] AGENT: Yeah.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "noisy: Some background noise is present but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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 says they have no current requirement, don't end the call; instead, use a supply hook to create interest and then ask discovery questions to understand their business for future opportunities.", "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 introduced himself from JSW and immediately asked if the customer had a requirement for sheet metals. The customer replied that they had no current need but would reach out when one arose. The agent accepted this and ended the call without attempting any discovery or setting a concrete follow-up action.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling from JSW.\", \"comment\": \"The agent identified JSW but failed to use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in sheet metals?\", \"comment\": \"The agent skipped the hook and went straight to asking for a requirement, which is a qualification question, not a benefit-led hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated they had no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in sheet metals?\", \"comment\": \"While the agent asked about a requirement, he did not probe further or attempt to capture any details for future needs after the customer's initial dismissal.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"It's a done deal, sir. Okay.\", \"comment\": \"The agent did not establish a specific, committed next step; he passively accepted the customer's vague promise to call back.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, don't end the call; instead, use a supply hook to create interest and then ask discovery questions to understand their business for future opportunities.\", \"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\": [], \"call_summary\": \"The agent introduced himself from JSW and immediately asked if the customer had a requirement for sheet metals. The customer replied that they had no current need but would reach out when one arose. The agent accepted this and ended the call without attempting any discovery or setting a concrete follow-up action.\"}", "error": null, "latency_ms": 27772, "input_tokens": 2870, "output_tokens": 742, "created_at": "2026-09-25 11:00:46", "sentiment": "negative", "sentiment_score": -0.295, "sentiment_confidence": "high", "pos": 2, "neg": 9, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.387, "agent_talk_sec": 7.7, "customer_talk_sec": 12.2, "dead_air_sec": 27.1, "longest_monologue_sec": 2.5, "agent_wpm": 241.6, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 1, "words_agent": 31, "words_customer": 40, "monologue_heavy": 0, "turns": [ { "ucid": "21112178911199051", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178911199051", "idx": 1, "speaker": "agent", "start_s": 1.56, "end_s": 1.9, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178911199051", "idx": 2, "speaker": "customer", "start_s": 2.26, "end_s": 2.54, "text_en": "Yes", "text_native": "हां" }, { "ucid": "21112178911199051", "idx": 3, "speaker": "agent", "start_s": 2.89, "end_s": 4.34, "text_en": "Sir, I am calling from JSW.", "text_native": "सर JSW से बात कर रहा हूं।" }, { "ucid": "21112178911199051", "idx": 4, "speaker": "customer", "start_s": 4.63, "end_s": 5.43, "text_en": "Yes, tell me sir.", "text_native": "हां बोलिए सर।" }, { "ucid": "21112178911199051", "idx": 5, "speaker": "agent", "start_s": 5.98, "end_s": 8.44, "text_en": "Uh sir, are you looking for any requirement in sheet metals?", "text_native": "अह सर कुछ रिक्वायरमेंट में देख रहे शीट मेटल्स में?" }, { "ucid": "21112178911199051", "idx": 6, "speaker": "customer", "start_s": 8.98, "end_s": 12.8, "text_en": "No, right now there is nothing. Who is speaking?", "text_native": "नहीं अभी फिलहाल में तो कुछ नहीं है। आप कौन बात कर रहे हैं?" }, { "ucid": "21112178911199051", "idx": 7, "speaker": "agent", "start_s": 12.8, "end_s": 14.64, "text_en": "I am Dhruv speaking, Dhruv Sharma.", "text_native": "मैं ध्रुव बात कर रहा हूं, ध्रुव शर्मा।" }, { "ucid": "21112178911199051", "idx": 8, "speaker": "customer", "start_s": 14.97, "end_s": 20.2, "text_en": "Dhruv ji, yes. I don't have any requirement right now, but as soon as there is, I will tell you, sir.", "text_native": "ध्रुव जी हां। मैं अभी तो कोई रिक्वायरमेंट नहीं है, लेकिन जैसे ही रहेगा तो मैं आपको बोल देता हूं सर।" }, { "ucid": "21112178911199051", "idx": 9, "speaker": "agent", "start_s": 20.2, "end_s": 21.5, "text_en": "It's a done deal, sir. Okay.", "text_native": "डन है सर। ठीक है।" }, { "ucid": "21112178911199051", "idx": 10, "speaker": "customer", "start_s": 21.5, "end_s": 23.2, "text_en": "Okay. Okay, okay, okay.", "text_native": "ठीक है। ओके, ओके, ओके।" }, { "ucid": "21112178911199051", "idx": 11, "speaker": "agent", "start_s": 23.6, "end_s": 23.9, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178911199051", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I am calling from JSW.", "comment": "The agent identified JSW but failed to use the customer's name or ask for permission to speak." }, { "ucid": "21112178911199051", "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 sheet metals?", "comment": "The agent skipped the hook and went straight to asking for a requirement, which is a qualification question, not a benefit-led hook." }, { "ucid": "21112178911199051", "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 after the customer stated they had no current requirement." }, { "ucid": "21112178911199051", "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 during the call." }, { "ucid": "21112178911199051", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, are you looking for any requirement in sheet metals?", "comment": "While the agent asked about a requirement, he did not probe further or attempt to capture any details for future needs after the customer's initial dismissal." }, { "ucid": "21112178911199051", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "It's a done deal, sir. Okay.", "comment": "The agent did not establish a specific, committed next step; he passively accepted the customer's vague promise to call back." } ], "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": [] }