{ "ucid": "21112178912041431", "call_date": "2026-09-11", "start_time": "2026-09-11 15:23:34", "end_time": "2026-09-11 15:24:36", "duration_sec": 62, "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/DIAe8d430344214104c9cb7ea89f304e00e.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 201, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912041431__DIAe8d430344214104c9cb7ea89f304e00e.mp3", "audio_bytes": 101520, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 33.84, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes? (हां?)\n[2s] AGENT: Sir, I was calling from JSW One. (सर JSW One से बात कर रहा था मैं।)\n[4s] CUSTOMER: Yes, tell me, sir. (हां बोलिए ना सर।)\n[5s] AGENT: Uh sir, is there any requirement in HR right now? (अ सर कुछ requirement में है HR में अभी?)\n[8s] CUSTOMER: What is the approximate rate idea going on? (क्या rate idea approximately चल रहे हैं?)\n[10s] AGENT: 2.5 to 12 mm is uh 63,500.\n[14s] CUSTOMER: 63,500.\n[15s] AGENT: With GST, sir.\n[17s] CUSTOMER: No sir, not at the moment. If there is, I will definitely let you know. (नहीं सर, फिलहाल तो है नहीं। रहेगा तो पक्का बताऊंगा।)\n[19s] AGENT: Okay, meaning if there is anything, please let me know. (ठीक है, मतलब कुछ रहता है तो बताइएगा।)\n[21s] CUSTOMER: Yes sir.\n[22s] AGENT: Yes, okay. (हां, okay.)\n[23s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: There is some minor background chatter on the agent's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "You must follow the script structure; start with a proper opener and a hook to build interest before asking if the customer has a requirement.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent opened the call by asking directly for a requirement in HR. The customer responded by asking for the current rate, which the agent provided. The customer then stated they had no requirement at the moment and the call ended without any discovery or a specific next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One.\", \"comment\": \"The agent identified the company but failed to use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions; the customer drove the only information exchange by asking for a price.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement in HR right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"ठीक है, मतलब कुछ रहता है तो बताइएगा।\", \"comment\": \"The call ended with a generic 'call me if you need anything' rather than a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the script structure; start with a proper opener and a hook to build interest before asking if the customer has a requirement.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent opened the call by asking directly for a requirement in HR. The customer responded by asking for the current rate, which the agent provided. The customer then stated they had no requirement at the moment and the call ended without any discovery or a specific next step.\"}", "error": null, "latency_ms": 27588, "input_tokens": 2860, "output_tokens": 707, "created_at": "2026-09-25 10:58:33", "sentiment": "neutral", "sentiment_score": 0.02, "sentiment_confidence": "high", "pos": 5, "neg": 3, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.556, "agent_talk_sec": 9.5, "customer_talk_sec": 7.6, "dead_air_sec": 44.9, "longest_monologue_sec": 2.7, "agent_wpm": 265.3, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 1, "words_agent": 42, "words_customer": 34, "monologue_heavy": 0, "turns": [ { "ucid": "21112178912041431", "idx": 0, "speaker": "customer", "start_s": 0.17, "end_s": 0.67, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178912041431", "idx": 1, "speaker": "agent", "start_s": 0.8, "end_s": 1.2, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178912041431", "idx": 2, "speaker": "customer", "start_s": 1.6, "end_s": 1.9, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178912041431", "idx": 3, "speaker": "agent", "start_s": 2.1, "end_s": 3.58, "text_en": "Sir, I was calling from JSW One.", "text_native": "सर JSW One से बात कर रहा था मैं।" }, { "ucid": "21112178912041431", "idx": 4, "speaker": "customer", "start_s": 3.68, "end_s": 4.48, "text_en": "Yes, tell me, sir.", "text_native": "हां बोलिए ना सर।" }, { "ucid": "21112178912041431", "idx": 5, "speaker": "agent", "start_s": 4.8, "end_s": 6.58, "text_en": "Uh sir, is there any requirement in HR right now?", "text_native": "अ सर कुछ requirement में है HR में अभी?" }, { "ucid": "21112178912041431", "idx": 6, "speaker": "customer", "start_s": 7.59, "end_s": 9.59, "text_en": "What is the approximate rate idea going on?", "text_native": "क्या rate idea approximately चल रहे हैं?" }, { "ucid": "21112178912041431", "idx": 7, "speaker": "agent", "start_s": 9.86, "end_s": 12.56, "text_en": "2.5 to 12 mm is uh 63,500.", "text_native": "2.5 to 12 mm is uh 63,500." }, { "ucid": "21112178912041431", "idx": 8, "speaker": "customer", "start_s": 13.59, "end_s": 14.59, "text_en": "63,500.", "text_native": "63,500." }, { "ucid": "21112178912041431", "idx": 9, "speaker": "agent", "start_s": 14.89, "end_s": 15.89, "text_en": "With GST, sir.", "text_native": "With GST, sir." }, { "ucid": "21112178912041431", "idx": 10, "speaker": "customer", "start_s": 16.89, "end_s": 19.09, "text_en": "No sir, not at the moment. If there is, I will definitely let you know.", "text_native": "नहीं सर, फिलहाल तो है नहीं। रहेगा तो पक्का बताऊंगा।" }, { "ucid": "21112178912041431", "idx": 11, "speaker": "agent", "start_s": 19.29, "end_s": 20.89, "text_en": "Okay, meaning if there is anything, please let me know.", "text_native": "ठीक है, मतलब कुछ रहता है तो बताइएगा।" }, { "ucid": "21112178912041431", "idx": 12, "speaker": "customer", "start_s": 21.09, "end_s": 21.49, "text_en": "Yes sir.", "text_native": "Yes sir." }, { "ucid": "21112178912041431", "idx": 13, "speaker": "agent", "start_s": 21.59, "end_s": 22.09, "text_en": "Yes, okay.", "text_native": "हां, okay." }, { "ucid": "21112178912041431", "idx": 14, "speaker": "customer", "start_s": 22.59, "end_s": 22.99, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178912041431", "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": "The agent identified the company but failed to use the customer's name or ask for permission to speak." }, { "ucid": "21112178912041431", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178912041431", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked zero discovery questions; the customer drove the only information exchange by asking for a price." }, { "ucid": "21112178912041431", "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 performed, and consequently no USPs were pitched." }, { "ucid": "21112178912041431", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, is there any requirement in HR right now?", "comment": "The agent successfully asked if a current requirement exists, which is the primary goal of this step." }, { "ucid": "21112178912041431", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "ठीक है, मतलब कुछ रहता है तो बताइएगा।", "comment": "The call ended with a generic 'call me if you need anything' rather than a committed next step like a quote or a scheduled callback." } ], "objections": [], "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": [] }