{ "ucid": "21112178912297691", "call_date": "2026-09-11", "start_time": "2026-09-11 16:06:16", "end_time": "2026-09-11 16:07:11", "duration_sec": 55, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb1d1cd9671bb43006ae86801f78b7096.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 186, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912297691__DIAb1d1cd9671bb43006ae86801f78b7096.mp3", "audio_bytes": 111024, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 37.008, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] CUSTOMER: Hello, who? (Hello, कौन?)\n[3s] AGENT: Uh, are you speaking, sir, Pushpak Patel? Kush Service Constructions? (अह पुष्पक पटेल से बोल रहे सर? Kush Service Constructions?)\n[5s] CUSTOMER: Yes yes, tell me, tell me. (हां हां, बोलिए बोलिए।)\n[6s] AGENT: Sir, greetings, I am Aditya Pandey calling from JSW One. (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[9s] CUSTOMER: Yes, tell me. (Yes, बोलिए।)\n[10s] AGENT: Sir, you were registered on our platform, I had called regarding that. Did you have any requirement for HR this month, sir? (सर जी हमारे platform पे आप registered थे, उसी के regarding call किया था। कुछ requirement थी सर ये month HR की?)\n[14s] CUSTOMER: No no, right now there is no requirement at all. If there is, I will tell you. (नहीं नहीं, अभी तो फिलहाल कोई भी requirement नहीं है। होगी तो मैं बोलता हूं आपको।)\n[18s] AGENT: Okay, sir. (ठीक है सर जी।)\n[18s] CUSTOMER: I'll save your number. (आपका आपका नंबर save कर देता हूं मैं।)\n[20s] AGENT: This is not my number, sir, this is a DND number. I will share my number with you on WhatsApp. (ये सर मेरा नंबर नहीं है, ये DND नंबर है। मैं आपको अपना WhatsApp पे share कर देता हूं।)\n[24s] CUSTOMER: Okay, okay. Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "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": "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": 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 establish value with a hook and understand the customer's business through discovery questions before asking if they have a requirement.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "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 called a contact from a construction company. The agent skipped the opening pleasantries, hook, and discovery, and immediately asked for a requirement. The customer stated they had no current need and the call ended with the agent offering to share their number on WhatsApp without a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, greetings, I am Aditya Pandey calling from JSW One. Sir, you were registered on our platform, I had called regarding that.\", \"comment\": \"The agent identified themself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and went directly to asking for a requirement, failing to provide a reason for the customer to engage.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, procurement patterns, or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement for HR this month, sir?\", \"comment\": \"Agent successfully asked if a current requirement existed, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will share my number with you on WhatsApp.\", \"comment\": \"No committed next step was established; offering to share a number is not a specific callback or quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must establish value with a hook and understand the customer's business through discovery questions before asking if they have a requirement.\", \"segment_detected\": \"construction\", \"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\": [], \"call_summary\": \"The agent called a contact from a construction company. The agent skipped the opening pleasantries, hook, and discovery, and immediately asked for a requirement. The customer stated they had no current need and the call ended with the agent offering to share their number on WhatsApp without a firm next step.\"}", "error": null, "latency_ms": 25792, "input_tokens": 2924, "output_tokens": 719, "created_at": "2026-09-25 10:56:54", "sentiment": "positive", "sentiment_score": 0.338, "sentiment_confidence": "high", "pos": 12, "neg": 9, "lex_hits": 11, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.594, "agent_talk_sec": 12.9, "customer_talk_sec": 8.8, "dead_air_sec": 33.3, "longest_monologue_sec": 4.2, "agent_wpm": 297.7, "interruptions": 0, "agent_turns": 5, "customer_turns": 7, "discovery_qs": 3, "words_agent": 64, "words_customer": 37, "monologue_heavy": 0, "turns": [ { "ucid": "21112178912297691", "idx": 0, "speaker": "customer", "start_s": 0.98, "end_s": 1.51, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178912297691", "idx": 1, "speaker": "customer", "start_s": 1.9, "end_s": 2.38, "text_en": "Hello, who?", "text_native": "Hello, कौन?" }, { "ucid": "21112178912297691", "idx": 2, "speaker": "agent", "start_s": 2.52, "end_s": 4.6, "text_en": "Uh, are you speaking, sir, Pushpak Patel? Kush Service Constructions?", "text_native": "अह पुष्पक पटेल से बोल रहे सर? Kush Service Constructions?" }, { "ucid": "21112178912297691", "idx": 3, "speaker": "customer", "start_s": 4.9, "end_s": 5.8, "text_en": "Yes yes, tell me, tell me.", "text_native": "हां हां, बोलिए बोलिए।" }, { "ucid": "21112178912297691", "idx": 4, "speaker": "agent", "start_s": 6.0, "end_s": 8.6, "text_en": "Sir, greetings, I am Aditya Pandey calling from JSW One.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।" }, { "ucid": "21112178912297691", "idx": 5, "speaker": "customer", "start_s": 8.8, "end_s": 9.58, "text_en": "Yes, tell me.", "text_native": "Yes, बोलिए।" }, { "ucid": "21112178912297691", "idx": 6, "speaker": "agent", "start_s": 9.8, "end_s": 14.0, "text_en": "Sir, you were registered on our platform, I had called regarding that. Did you have any requirement for HR this month, sir?", "text_native": "सर जी हमारे platform पे आप registered थे, उसी के regarding call किया था। कुछ requirement थी सर ये month HR की?" }, { "ucid": "21112178912297691", "idx": 7, "speaker": "customer", "start_s": 14.2, "end_s": 17.5, "text_en": "No no, right now there is no requirement at all. If there is, I will tell you.", "text_native": "नहीं नहीं, अभी तो फिलहाल कोई भी requirement नहीं है। होगी तो मैं बोलता हूं आपको।" }, { "ucid": "21112178912297691", "idx": 8, "speaker": "agent", "start_s": 17.7, "end_s": 18.2, "text_en": "Okay, sir.", "text_native": "ठीक है सर जी।" }, { "ucid": "21112178912297691", "idx": 9, "speaker": "customer", "start_s": 18.3, "end_s": 19.8, "text_en": "I'll save your number.", "text_native": "आपका आपका नंबर save कर देता हूं मैं।" }, { "ucid": "21112178912297691", "idx": 10, "speaker": "agent", "start_s": 20.0, "end_s": 23.5, "text_en": "This is not my number, sir, this is a DND number. I will share my number with you on WhatsApp.", "text_native": "ये सर मेरा नंबर नहीं है, ये DND नंबर है। मैं आपको अपना WhatsApp पे share कर देता हूं।" }, { "ucid": "21112178912297691", "idx": 11, "speaker": "customer", "start_s": 23.7, "end_s": 25.0, "text_en": "Okay, okay. Thank you.", "text_native": "Okay, okay. Thank you." } ], "steps": [ { "ucid": "21112178912297691", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, greetings, I am Aditya Pandey calling from JSW One. Sir, you were registered on our platform, I had called regarding that.", "comment": "The agent identified themself and the company but failed to ask for permission to speak." }, { "ucid": "21112178912297691", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent skipped the hook and went directly to asking for a requirement, failing to provide a reason for the customer to engage." }, { "ucid": "21112178912297691", "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 to understand the customer's business, procurement patterns, or needs." }, { "ucid": "21112178912297691", "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 no discovery was conducted to identify customer needs." }, { "ucid": "21112178912297691", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Did you have any requirement for HR this month, sir?", "comment": "Agent successfully asked if a current requirement existed, which is the core intent of this step." }, { "ucid": "21112178912297691", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will share my number with you on WhatsApp.", "comment": "No committed next step was established; offering to share a number is not a specific callback or quote." } ], "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": [ "rejection" ] }