{ "ucid": "21112178912069551", "call_date": "2026-09-11", "start_time": "2026-09-11 15:28:15", "end_time": "2026-09-11 15:30:38", "duration_sec": 143, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd218d3f42f0159c062e946f2ab339656.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 198, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912069551__DIAd218d3f42f0159c062e946f2ab339656.mp3", "audio_bytes": 340416, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 113.472, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[12s] CUSTOMER: Hello? (हेलो?)\n[12s] AGENT: Yes? (हाँ जी?)\n[13s] AGENT: Yes, uh good evening sir. Alakhnath is speaking from here, from JSW One. (जी, uh गुड इवनिंग सर। अलखनाथ यहां से बात कर रहा हूं JSW One से।)\n[16s] AGENT: Are you planning for any material? In HR sheets and coils? (आप कुछ मटेरियल का प्लान कर रहे हैं क्या? HR शीट्स और कॉइल्स में?)\n[20s] CUSTOMER: No sir, not right now. (नहीं सर, अभी तो नहीं कर रहे।)\n[22s] AGENT: Is this month's purchase already done? Or is it pending, I mean, what is your plan? (ये महीने का हो गया परचेस आपका ऑलरेडी? या बाकी है मीन्स कैसा है आपका प्लान?)\n[25s] CUSTOMER: No, it's done, it's done, it's done. (नहीं, हो गया, हो गया, हो गया।)\n[27s] AGENT: So, I mean, on what dates do you purchase? I mean, what is your purchase cycle like? So that I can stay connected with you accordingly, in that way. (तो आपका मतलब क्या, कौनसे डेट्स पे आप परचेस करते हैं मीन्स कैसा होता है आपका परचेस साइकिल? तो उस हिसाब से मैं आपसे कनेक्टेड रहूं, उस हिसाब से।)\n[33s] CUSTOMER: See, we have random requirements. Meaning, there is no fixed requirement. (देखिए हम लोगों के पास रैंडम रिक्वायरमेंट होती है। कोई मतलब फिक्स्ड रिक्वायरमेंट नहीं है।)\n[37s] AGENT: Understood. So you this... (अंडरस्टूड। तो आप ये...)\n[38s] CUSTOMER: Yes, yes, tell me. (हां हां बताइए।)\n[39s] CUSTOMER: For now, the requirement we had here, we have purchased it. (फिलहाल इधर जो हमारी रिक्वायरमेंट थी वो हमने परचेस करी है।)\n[42s] AGENT: Okay. And what material do you deal in, sir? (ओके। और कौनसे मटेरियल में डील करते हैं सर आप?)\n[45s] CUSTOMER: All type of material. (ऑल टाइप ऑफ मटेरियल।)\n[46s] AGENT: Okay. And do you also do HRCR, sir? (ओके। और एचआरसीआर में भी करते हैं क्या सर आप?)\n[48s] CUSTOMER: Yes, we do HR and CR as well. So the requirement for that has been fulfilled for now. When a new requirement comes up, we will talk to you. You can send us a WhatsApp on this number, and we will save it. (हां, एचआर और सीआर में भी करते हैं। तो उसकी कोई रिक्वायरमेंट जो थी वो फिलहाल फुलफिल हो गई। कोई नया रिक्वायरमेंट आने से हम आपसे बात कर लेंगे। आप इस नंबर पे हमें एक WhatsApp कर दीजिए तो हम उसको सेव कर लेंगे।)\n[56s] AGENT: Sure, sure, sure. So is your work purely trading or do you do some manufacturing as well, sir? (श्योर श्योर श्योर। तो ये आप पूरा प्योर आपका ट्रेडिंग का काम रहता है या कुछ मैन्युफैक्चरिंग भी करते हैं सर आप?)\n[60s] CUSTOMER: No, ours is trading. (नहीं, ट्रेडिंग है हमारा।)\n[62s] AGENT: It's trading, right? That's fine, sir. I'll keep you pinged. If there is any material requirement, let me know, okay? (ट्रेडिंग है ना? चलेगा सर, मैं आपको पिंग करके रखता हूं। कुछ रहेगा मटेरियल रिक्वायरमेंट में तो मुझे बताइए, ठीक है?)\n[66s] CUSTOMER: Definitely. (जरूर।)\n[67s] AGENT: Done, done, done, done. (डन डन डन डन।)\n[68s] CUSTOMER: Okay. (ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: Significant background conversation on the customer's side throughout the call, but the main speakers are clear.", "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": 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 says they have no current need, pivot to discovery about their business cycle and typical requirements (e.g., monthly volume, common grades) to prepare for the next opportunity, instead of ending the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who was identified as a trader, not a manufacturer. The customer stated they had no current requirement as their purchasing was already complete. The agent asked minimal discovery questions and did not attempt to build a profile for future engagement. The call ended with a vague promise to 'ping' the customer, without a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak or use the customer's name, jumping straight into a question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly about material requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"So is your work purely trading or do you do some manufacturing as well, sir?\", \"comment\": \"Agent only asked one of the six required discovery questions, failing to uncover key details like volume, suppliers, or purchase cycle.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the conversation did not progress to that stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Are you planning for any material? In HR sheets and coils?\", \"comment\": \"Agent successfully qualified that the customer has no immediate requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll keep you pinged.\", \"comment\": \"The agreed next step is too vague and does not constitute a committed action like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current need, pivot to discovery about their business cycle and typical requirements (e.g., monthly volume, common grades) to prepare for the next opportunity, instead of ending the call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"You can send us a WhatsApp on this number, and we will save it.\", \"response\": \"I'll keep you pinged.\"}], \"call_summary\": \"The agent contacted a customer who was identified as a trader, not a manufacturer. The customer stated they had no current requirement as their purchasing was already complete. The agent asked minimal discovery questions and did not attempt to build a profile for future engagement. The call ended with a vague promise to 'ping' the customer, without a firm next step.\"}", "error": null, "latency_ms": 41177, "input_tokens": 3435, "output_tokens": 807, "created_at": "2026-09-25 10:58:19", "sentiment": "positive", "sentiment_score": 0.212, "sentiment_confidence": "high", "pos": 10, "neg": 4, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.579, "agent_talk_sec": 28.9, "customer_talk_sec": 21.0, "dead_air_sec": 93.1, "longest_monologue_sec": 6.6, "agent_wpm": 276.1, "interruptions": 0, "agent_turns": 11, "customer_turns": 11, "discovery_qs": 12, "words_agent": 133, "words_customer": 92, "monologue_heavy": 0, "turns": [ { "ucid": "21112178912069551", "idx": 0, "speaker": "customer", "start_s": 11.54, "end_s": 12.04, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178912069551", "idx": 1, "speaker": "agent", "start_s": 12.348, "end_s": 12.748, "text_en": "Yes?", "text_native": "हाँ जी?" }, { "ucid": "21112178912069551", "idx": 2, "speaker": "agent", "start_s": 12.848, "end_s": 15.828, "text_en": "Yes, uh good evening sir. Alakhnath is speaking from here, from JSW One.", "text_native": "जी, uh गुड इवनिंग सर। अलखनाथ यहां से बात कर रहा हूं JSW One से।" }, { "ucid": "21112178912069551", "idx": 3, "speaker": "agent", "start_s": 16.348, "end_s": 19.548, "text_en": "Are you planning for any material? In HR sheets and coils?", "text_native": "आप कुछ मटेरियल का प्लान कर रहे हैं क्या? HR शीट्स और कॉइल्स में?" }, { "ucid": "21112178912069551", "idx": 4, "speaker": "customer", "start_s": 19.818, "end_s": 21.218, "text_en": "No sir, not right now.", "text_native": "नहीं सर, अभी तो नहीं कर रहे।" }, { "ucid": "21112178912069551", "idx": 5, "speaker": "agent", "start_s": 21.648, "end_s": 24.548, "text_en": "Is this month's purchase already done? Or is it pending, I mean, what is your plan?", "text_native": "ये महीने का हो गया परचेस आपका ऑलरेडी? या बाकी है मीन्स कैसा है आपका प्लान?" }, { "ucid": "21112178912069551", "idx": 6, "speaker": "customer", "start_s": 24.648, "end_s": 26.248, "text_en": "No, it's done, it's done, it's done.", "text_native": "नहीं, हो गया, हो गया, हो गया।" }, { "ucid": "21112178912069551", "idx": 7, "speaker": "agent", "start_s": 26.848, "end_s": 32.248, "text_en": "So, I mean, on what dates do you purchase? I mean, what is your purchase cycle like? So that I can stay connected with you accordingly, in that way.", "text_native": "तो आपका मतलब क्या, कौनसे डेट्स पे आप परचेस करते हैं मीन्स कैसा होता है आपका परचेस साइकिल? तो उस हिसाब से मैं आपसे कनेक्टेड रहूं, उस हिसाब से।" }, { "ucid": "21112178912069551", "idx": 8, "speaker": "customer", "start_s": 32.848, "end_s": 36.248, "text_en": "See, we have random requirements. Meaning, there is no fixed requirement.", "text_native": "देखिए हम लोगों के पास रैंडम रिक्वायरमेंट होती है। कोई मतलब फिक्स्ड रिक्वायरमेंट नहीं है।" }, { "ucid": "21112178912069551", "idx": 9, "speaker": "agent", "start_s": 37.048, "end_s": 38.048, "text_en": "Understood. So you this...", "text_native": "अंडरस्टूड। तो आप ये..." }, { "ucid": "21112178912069551", "idx": 10, "speaker": "customer", "start_s": 38.048, "end_s": 38.848, "text_en": "Yes, yes, tell me.", "text_native": "हां हां बताइए।" }, { "ucid": "21112178912069551", "idx": 11, "speaker": "customer", "start_s": 39.348, "end_s": 41.848, "text_en": "For now, the requirement we had here, we have purchased it.", "text_native": "फिलहाल इधर जो हमारी रिक्वायरमेंट थी वो हमने परचेस करी है।" }, { "ucid": "21112178912069551", "idx": 12, "speaker": "agent", "start_s": 42.348, "end_s": 44.248, "text_en": "Okay. And what material do you deal in, sir?", "text_native": "ओके। और कौनसे मटेरियल में डील करते हैं सर आप?" }, { "ucid": "21112178912069551", "idx": 13, "speaker": "customer", "start_s": 44.548, "end_s": 45.848, "text_en": "All type of material.", "text_native": "ऑल टाइप ऑफ मटेरियल।" }, { "ucid": "21112178912069551", "idx": 14, "speaker": "agent", "start_s": 46.448, "end_s": 48.048, "text_en": "Okay. And do you also do HRCR, sir?", "text_native": "ओके। और एचआरसीआर में भी करते हैं क्या सर आप?" }, { "ucid": "21112178912069551", "idx": 15, "speaker": "customer", "start_s": 48.248, "end_s": 55.548, "text_en": "Yes, we do HR and CR as well. So the requirement for that has been fulfilled for now. When a new requirement comes up, we will talk to you. You can send us a WhatsApp on this number, and we will save it.", "text_native": "हां, एचआर और सीआर में भी करते हैं। तो उसकी कोई रिक्वायरमेंट जो थी वो फिलहाल फुलफिल हो गई। कोई नया रिक्वायरमेंट आने से हम आपसे बात कर लेंगे। आप इस नंबर पे हमें एक WhatsApp कर दीजिए तो हम उसको सेव कर लेंगे।" }, { "ucid": "21112178912069551", "idx": 16, "speaker": "agent", "start_s": 55.848, "end_s": 60.048, "text_en": "Sure, sure, sure. So is your work purely trading or do you do some manufacturing as well, sir?", "text_native": "श्योर श्योर श्योर। तो ये आप पूरा प्योर आपका ट्रेडिंग का काम रहता है या कुछ मैन्युफैक्चरिंग भी करते हैं सर आप?" }, { "ucid": "21112178912069551", "idx": 17, "speaker": "customer", "start_s": 60.148, "end_s": 61.248, "text_en": "No, ours is trading.", "text_native": "नहीं, ट्रेडिंग है हमारा।" }, { "ucid": "21112178912069551", "idx": 18, "speaker": "agent", "start_s": 61.548, "end_s": 65.548, "text_en": "It's trading, right? That's fine, sir. I'll keep you pinged. If there is any material requirement, let me know, okay?", "text_native": "ट्रेडिंग है ना? चलेगा सर, मैं आपको पिंग करके रखता हूं। कुछ रहेगा मटेरियल रिक्वायरमेंट में तो मुझे बताइए, ठीक है?" }, { "ucid": "21112178912069551", "idx": 19, "speaker": "customer", "start_s": 65.748, "end_s": 66.248, "text_en": "Definitely.", "text_native": "जरूर।" }, { "ucid": "21112178912069551", "idx": 20, "speaker": "agent", "start_s": 66.548, "end_s": 67.848, "text_en": "Done, done, done, done.", "text_native": "डन डन डन डन।" }, { "ucid": "21112178912069551", "idx": 21, "speaker": "customer", "start_s": 68.248, "end_s": 68.848, "text_en": "Okay.", "text_native": "ओके।" } ], "steps": [ { "ucid": "21112178912069551", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak or use the customer's name, jumping straight into a question." }, { "ucid": "21112178912069551", "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 asking directly about material requirements." }, { "ucid": "21112178912069551", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "So is your work purely trading or do you do some manufacturing as well, sir?", "comment": "Agent only asked one of the six required discovery questions, failing to uncover key details like volume, suppliers, or purchase cycle." }, { "ucid": "21112178912069551", "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 the conversation did not progress to that stage." }, { "ucid": "21112178912069551", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Are you planning for any material? In HR sheets and coils?", "comment": "Agent successfully qualified that the customer has no immediate requirement." }, { "ucid": "21112178912069551", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll keep you pinged.", "comment": "The agreed next step is too vague and does not constitute a committed action like a quote or a scheduled callback." } ], "objections": [ { "ucid": "21112178912069551", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "You can send us a WhatsApp on this number, and we will save it.", "response": "I'll keep you pinged." } ], "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": [] }