{ "ucid": "21112178912206721", "call_date": "2026-09-11", "start_time": "2026-09-11 15:51:07", "end_time": "2026-09-11 15:51:54", "duration_sec": 47, "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/DIAdbb759c08eb65282bda507c90360dd30.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 189, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912206721__DIAdbb759c08eb65282bda507c90360dd30.mp3", "audio_bytes": 123552, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 41.184, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: Your call has been forwarded to voicemail. The person\n[4s] CUSTOMER: Hello?\n[5s] AGENT: Hello, Mr. Ganesh Langhe from Royal Pressing?\n[8s] CUSTOMER: Yes, speak. (हां, बोलिए।)\n[9s] AGENT: Hello Ganesh ji, this is Sudeep calling from JSW One MSME, Jindal Steel. (गणेश जी नमस्कार, सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।)\n[12s] CUSTOMER: Hello, speak. (नमस्कार, बोलिए।)\n[13s] AGENT: Your company was registered on our portal, sir. This was a follow-up call regarding steel procurement, sir. (ये आपका कंपनी रजिस्टर्ड था सर पोर्टल पर हमारे, आपको स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।)\n[16s] CUSTOMER: Okay. (अच्छा।)\n[17s] AGENT: Uh, I wanted to understand, do you have any requirement for steel right now, sir? (अह, मुझे यह समझना था, आपको अभी स्टील में कुछ रिक्वायरमेंट है सर?)\n[20s] CUSTOMER: Okay, I will send you the requirement, give me the rate for it. (ठीक है, मैं जो रिक्वायरमेंट है वो आपको डाल देता हूं, उसका रेट दीजिए।)\n[24s] AGENT: I will WhatsApp you, Ganesh ji. You can send it on that number. This is a system number, okay? (मैं आपको WhatsApp करता हूं गणेश जी, वो नंबर पे आप डालना। यह सिस्टम का नंबर है, ठीक है?)\n[27s] CUSTOMER: Okay, okay, okay. (ठीक है, ठीक है, ठीक है।)\n[28s] AGENT: Okay, okay sir. Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: The call begins with a brief IVR message before the customer answers.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": 1.0, "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\"]", "pitch_coaching_note": "You missed the entire discovery phase; instead of asking about the customer's business, you went straight to asking for a requirement, which prevents you from building value.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called a lead who was registered on the portal. The customer was receptive and immediately offered to send their requirement to get a price. The agent facilitated this by agreeing to send a WhatsApp message for the customer to reply to, and the call ended with this as the next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello, Mr. Ganesh Langhe from Royal Pressing?\", \"comment\": \"The agent identified the customer and themselves but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Your company was registered on our portal, sir. This was a follow-up call regarding steel procurement, sir.\", \"comment\": \"The agent stated the reason for the call but did not use a supply or price hook to create interest.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the six required discovery questions to understand the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Uh, I wanted to understand, do you have any requirement for steel right now, sir?\", \"comment\": \"The agent asked for a requirement but did not capture any specific details (grade, size, qty) when the customer showed interest.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I will WhatsApp you, Ganesh ji. You can send it on that number.\", \"comment\": \"The agent established a clear next step for the customer to send their requirement via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the entire discovery phase; instead of asking about the customer's business, you went straight to asking for a requirement, which prevents you from building value.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"CUSTOMER: Okay, I will send you the requirement, give me the rate for it.\", \"response\": \"AGENT: I will WhatsApp you, Ganesh ji. You can send it on that number.\"}], \"call_summary\": \"The agent called a lead who was registered on the portal. The customer was receptive and immediately offered to send their requirement to get a price. The agent facilitated this by agreeing to send a WhatsApp message for the customer to reply to, and the call ended with this as the next step.\"}", "error": null, "latency_ms": 24941, "input_tokens": 2941, "output_tokens": 835, "created_at": "2026-09-25 10:57:19", "sentiment": "positive", "sentiment_score": 0.459, "sentiment_confidence": "high", "pos": 6, "neg": 0, "lex_hits": 11, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.736, "agent_talk_sec": 17.8, "customer_talk_sec": 6.4, "dead_air_sec": 22.8, "longest_monologue_sec": 3.7, "agent_wpm": 259.6, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 3, "words_agent": 77, "words_customer": 22, "monologue_heavy": 1, "turns": [ { "ucid": "21112178912206721", "idx": 0, "speaker": "unknown", "start_s": 0.5, "end_s": 2.8, "text_en": "Your call has been forwarded to voicemail. The person", "text_native": "Your call has been forwarded to voicemail. The person" }, { "ucid": "21112178912206721", "idx": 1, "speaker": "customer", "start_s": 3.5, "end_s": 4.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178912206721", "idx": 2, "speaker": "agent", "start_s": 4.8, "end_s": 7.5, "text_en": "Hello, Mr. Ganesh Langhe from Royal Pressing?", "text_native": "Hello, Mr. Ganesh Langhe from Royal Pressing?" }, { "ucid": "21112178912206721", "idx": 3, "speaker": "customer", "start_s": 7.8, "end_s": 8.4, "text_en": "Yes, speak.", "text_native": "हां, बोलिए।" }, { "ucid": "21112178912206721", "idx": 4, "speaker": "agent", "start_s": 8.6, "end_s": 12.0, "text_en": "Hello Ganesh ji, this is Sudeep calling from JSW One MSME, Jindal Steel.", "text_native": "गणेश जी नमस्कार, सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।" }, { "ucid": "21112178912206721", "idx": 5, "speaker": "customer", "start_s": 12.0, "end_s": 12.8, "text_en": "Hello, speak.", "text_native": "नमस्कार, बोलिए।" }, { "ucid": "21112178912206721", "idx": 6, "speaker": "agent", "start_s": 12.8, "end_s": 16.5, "text_en": "Your company was registered on our portal, sir. This was a follow-up call regarding steel procurement, sir.", "text_native": "ये आपका कंपनी रजिस्टर्ड था सर पोर्टल पर हमारे, आपको स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।" }, { "ucid": "21112178912206721", "idx": 7, "speaker": "customer", "start_s": 16.5, "end_s": 17.0, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178912206721", "idx": 8, "speaker": "agent", "start_s": 17.0, "end_s": 20.0, "text_en": "Uh, I wanted to understand, do you have any requirement for steel right now, sir?", "text_native": "अह, मुझे यह समझना था, आपको अभी स्टील में कुछ रिक्वायरमेंट है सर?" }, { "ucid": "21112178912206721", "idx": 9, "speaker": "customer", "start_s": 20.5, "end_s": 23.5, "text_en": "Okay, I will send you the requirement, give me the rate for it.", "text_native": "ठीक है, मैं जो रिक्वायरमेंट है वो आपको डाल देता हूं, उसका रेट दीजिए।" }, { "ucid": "21112178912206721", "idx": 10, "speaker": "agent", "start_s": 23.7, "end_s": 27.0, "text_en": "I will WhatsApp you, Ganesh ji. You can send it on that number. This is a system number, okay?", "text_native": "मैं आपको WhatsApp करता हूं गणेश जी, वो नंबर पे आप डालना। यह सिस्टम का नंबर है, ठीक है?" }, { "ucid": "21112178912206721", "idx": 11, "speaker": "customer", "start_s": 27.0, "end_s": 27.8, "text_en": "Okay, okay, okay.", "text_native": "ठीक है, ठीक है, ठीक है।" }, { "ucid": "21112178912206721", "idx": 12, "speaker": "agent", "start_s": 27.8, "end_s": 29.5, "text_en": "Okay, okay sir. Thank you.", "text_native": "Okay, okay sir. Thank you." } ], "steps": [ { "ucid": "21112178912206721", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Hello, Mr. Ganesh Langhe from Royal Pressing?", "comment": "The agent identified the customer and themselves but failed to ask for permission to speak." }, { "ucid": "21112178912206721", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Your company was registered on our portal, sir. This was a follow-up call regarding steel procurement, sir.", "comment": "The agent stated the reason for the call but did not use a supply or price hook to create interest." }, { "ucid": "21112178912206721", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the six required discovery questions to understand the customer's business." }, { "ucid": "21112178912206721", "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 done, and consequently, no USPs were pitched." }, { "ucid": "21112178912206721", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Uh, I wanted to understand, do you have any requirement for steel right now, sir?", "comment": "The agent asked for a requirement but did not capture any specific details (grade, size, qty) when the customer showed interest." }, { "ucid": "21112178912206721", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: I will WhatsApp you, Ganesh ji. You can send it on that number.", "comment": "The agent established a clear next step for the customer to send their requirement via WhatsApp." } ], "objections": [ { "ucid": "21112178912206721", "obj_type": "send_price_will_think", "state": "handled", "evidence": "CUSTOMER: Okay, I will send you the requirement, give me the rate for it.", "response": "AGENT: I will WhatsApp you, Ganesh ji. You can send it on that number." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }