{ "ucid": "21112178912854461", "call_date": "2026-09-11", "start_time": "2026-09-11 17:39:04", "end_time": "2026-09-11 17:40:49", "duration_sec": 105, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9c69ca7bedaf1c4106700beca01a8ea6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 154, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912854461__DIA9c69ca7bedaf1c4106700beca01a8ea6.mp3", "audio_bytes": 264168, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 88.056, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: [inaudible]\n[3s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Yes. (हां जी।)\n[4s] AGENT: Yes, I'm calling from JSW One, Raunak Mehta. Do you have any requirement in HR CR right now, sir? (जी, JSW One से बात कर रहा हूं, रौनक मेहता। कुछ अभी HR CR में कुछ रिक्वायरमेंट आ रही है आपको सर?)\n[8s] CUSTOMER: Where are you calling from? (कहां से बोल रहे हो?)\n[9s] AGENT: I'm calling from JSW One, sir. (JSW One से बात कर रहा हूं सर।)\n[10s] CUSTOMER: JSW One from where? From Bombay, from Delhi, from Faridabad? (JSW One कहां से? बॉम्बे से, दिल्ली से, फरीदाबाद से?)\n[12s] AGENT: Mumbai, from Mumbai BKC. And our delivery is all over, sir. (मुंबई, मुंबई बीकेसी से। और डिलीवरी तो ऑल ओवर में है सर हमारी।)\n[16s] CUSTOMER: What will be the rate for 3 mm to 10 mm? (क्या रेट पड़ेगा 3 mm से 10 mm का रेट पड़ेगा?)\n[18s] AGENT: In what, sir? Are you talking about HR, CR, sir? (किस में सर? HR में, CR में बोल रहे सर आप?)\n[20s] CUSTOMER: HR, HR, HR.\n[21s] AGENT: Sir, right now, one second. Your steel, where is this located, sir? (सर अभी, एक सेकंड ना। आपका स्टील, आपका कहां पे लोकेटेड है सर ये?)\n[25s] CUSTOMER: Bhiwadi. (भिवाड़ी।)\n[26s] AGENT: Bhiwadi. Sir, right now the rate is 63, sir, for coil. And 63 400 for this, for sheets, sir. Tell me in how many mm you need it. (भिवाड़ी। सर अभी 63 का रेट चल रहा है सर, coil का। और 63 400 इसका, sheets के चल रहे हैं सर। कितने mm में चाहिए बता दीजिए।)\n[32s] CUSTOMER: Right now it's in a mix, 3 mm, 5 mm, 6 mm, 8 mm, 10 mm. (अभी तो मिक्स में रहता है, 3 mm, 5 mm, 6 mm, 8 mm, 10 mm.)\n[36s] AGENT: Understood. Yes sir, this rate of 63 is going on right now, sir. (Understood. हां सर, ये 63 के रेट चल रहा है सर अभी तो।)\n[38s] CUSTOMER: Will I get 10 tons of material? Mixed? (10 टन माल मिल जाएगा? मिक्स करके?)\n[40s] AGENT: Mix, in a mix, you'll get 10 tons of material? (मिक्स, मिक्स में 10 टन माल मिल जाएगा?)\n[42s] CUSTOMER: In a mix, will I get 10 tons of material? (मिक्स में 10 टन माल मिल जाएगा?)\n[44s] AGENT: No sir, for each one, for each one you will have to do five tons, sir. (नहीं सर, हर एक का, हर एक का आपको पांच टन करना पड़ेगा सर।)\n[47s] CUSTOMER: I'll talk about it. (मैं बात कर लेता हूं।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "noisy: There is significant background noise and chatter on the agent's side, which sometimes makes their speech slightly difficult to understand.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "22 turns, clean transcript (5% 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 pitch structure: open with permission, deliver the hook, and perform discovery *before* you discuss price or qualify the requirement.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "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 customer immediately asked for the price of HR material for delivery to Bhiwadi. The agent provided a price but performed no discovery to understand the customer's business. The call ended when the agent stated a 5-ton minimum order quantity per size, which did not suit the customer's request for a 10-ton mixed order.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, I'm calling from JSW One, Raunak Mehta. Do you have any requirement in HR CR right now, sir?\", \"comment\": \"The agent did not ask for permission to speak, instead jumping straight into a qualifying question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook, letting the customer take control of the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions about the customer's business, application, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent only provided a rate when asked and did not pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in HR CR right now, sir?\", \"comment\": \"Agent asked if a requirement exists and captured location, thickness, and quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the MOQ discussion, with no next step proposed by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure: open with permission, deliver the hook, and perform discovery *before* you discuss price or qualify the requirement.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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 customer immediately asked for the price of HR material for delivery to Bhiwadi. The agent provided a price but performed no discovery to understand the customer's business. The call ended when the agent stated a 5-ton minimum order quantity per size, which did not suit the customer's request for a 10-ton mixed order.\"}", "error": null, "latency_ms": 38278, "input_tokens": 3362, "output_tokens": 718, "created_at": "2026-09-25 10:54:26", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.653, "agent_talk_sec": 26.1, "customer_talk_sec": 13.9, "dead_air_sec": 65.0, "longest_monologue_sec": 6.0, "agent_wpm": 289.7, "interruptions": 0, "agent_turns": 10, "customer_turns": 11, "discovery_qs": 5, "words_agent": 126, "words_customer": 70, "monologue_heavy": 0, "turns": [ { "ucid": "21112178912854461", "idx": 0, "speaker": "unknown", "start_s": 0.0, "end_s": 2.4, "text_en": "[inaudible]", "text_native": "[inaudible]" }, { "ucid": "21112178912854461", "idx": 1, "speaker": "customer", "start_s": 2.53, "end_s": 3.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178912854461", "idx": 2, "speaker": "agent", "start_s": 3.24, "end_s": 3.57, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178912854461", "idx": 3, "speaker": "customer", "start_s": 3.88, "end_s": 4.24, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178912854461", "idx": 4, "speaker": "agent", "start_s": 4.39, "end_s": 7.8, "text_en": "Yes, I'm calling from JSW One, Raunak Mehta. Do you have any requirement in HR CR right now, sir?", "text_native": "जी, JSW One से बात कर रहा हूं, रौनक मेहता। कुछ अभी HR CR में कुछ रिक्वायरमेंट आ रही है आपको सर?" }, { "ucid": "21112178912854461", "idx": 5, "speaker": "customer", "start_s": 8.0, "end_s": 8.8, "text_en": "Where are you calling from?", "text_native": "कहां से बोल रहे हो?" }, { "ucid": "21112178912854461", "idx": 6, "speaker": "agent", "start_s": 9.0, "end_s": 10.0, "text_en": "I'm calling from JSW One, sir.", "text_native": "JSW One से बात कर रहा हूं सर।" }, { "ucid": "21112178912854461", "idx": 7, "speaker": "customer", "start_s": 10.2, "end_s": 12.2, "text_en": "JSW One from where? From Bombay, from Delhi, from Faridabad?", "text_native": "JSW One कहां से? बॉम्बे से, दिल्ली से, फरीदाबाद से?" }, { "ucid": "21112178912854461", "idx": 8, "speaker": "agent", "start_s": 12.3, "end_s": 15.5, "text_en": "Mumbai, from Mumbai BKC. And our delivery is all over, sir.", "text_native": "मुंबई, मुंबई बीकेसी से। और डिलीवरी तो ऑल ओवर में है सर हमारी।" }, { "ucid": "21112178912854461", "idx": 9, "speaker": "customer", "start_s": 16.2, "end_s": 18.2, "text_en": "What will be the rate for 3 mm to 10 mm?", "text_native": "क्या रेट पड़ेगा 3 mm से 10 mm का रेट पड़ेगा?" }, { "ucid": "21112178912854461", "idx": 10, "speaker": "agent", "start_s": 18.5, "end_s": 20.2, "text_en": "In what, sir? Are you talking about HR, CR, sir?", "text_native": "किस में सर? HR में, CR में बोल रहे सर आप?" }, { "ucid": "21112178912854461", "idx": 11, "speaker": "customer", "start_s": 20.3, "end_s": 21.0, "text_en": "HR, HR, HR.", "text_native": "HR, HR, HR." }, { "ucid": "21112178912854461", "idx": 12, "speaker": "agent", "start_s": 21.2, "end_s": 25.0, "text_en": "Sir, right now, one second. Your steel, where is this located, sir?", "text_native": "सर अभी, एक सेकंड ना। आपका स्टील, आपका कहां पे लोकेटेड है सर ये?" }, { "ucid": "21112178912854461", "idx": 13, "speaker": "customer", "start_s": 25.2, "end_s": 25.8, "text_en": "Bhiwadi.", "text_native": "भिवाड़ी।" }, { "ucid": "21112178912854461", "idx": 14, "speaker": "agent", "start_s": 26.0, "end_s": 32.0, "text_en": "Bhiwadi. Sir, right now the rate is 63, sir, for coil. And 63 400 for this, for sheets, sir. Tell me in how many mm you need it.", "text_native": "भिवाड़ी। सर अभी 63 का रेट चल रहा है सर, coil का। और 63 400 इसका, sheets के चल रहे हैं सर। कितने mm में चाहिए बता दीजिए।" }, { "ucid": "21112178912854461", "idx": 15, "speaker": "customer", "start_s": 32.5, "end_s": 35.5, "text_en": "Right now it's in a mix, 3 mm, 5 mm, 6 mm, 8 mm, 10 mm.", "text_native": "अभी तो मिक्स में रहता है, 3 mm, 5 mm, 6 mm, 8 mm, 10 mm." }, { "ucid": "21112178912854461", "idx": 16, "speaker": "agent", "start_s": 35.6, "end_s": 37.8, "text_en": "Understood. Yes sir, this rate of 63 is going on right now, sir.", "text_native": "Understood. हां सर, ये 63 के रेट चल रहा है सर अभी तो।" }, { "ucid": "21112178912854461", "idx": 17, "speaker": "customer", "start_s": 38.2, "end_s": 39.8, "text_en": "Will I get 10 tons of material? Mixed?", "text_native": "10 टन माल मिल जाएगा? मिक्स करके?" }, { "ucid": "21112178912854461", "idx": 18, "speaker": "agent", "start_s": 40.0, "end_s": 41.5, "text_en": "Mix, in a mix, you'll get 10 tons of material?", "text_native": "मिक्स, मिक्स में 10 टन माल मिल जाएगा?" }, { "ucid": "21112178912854461", "idx": 19, "speaker": "customer", "start_s": 41.8, "end_s": 43.2, "text_en": "In a mix, will I get 10 tons of material?", "text_native": "मिक्स में 10 टन माल मिल जाएगा?" }, { "ucid": "21112178912854461", "idx": 20, "speaker": "agent", "start_s": 43.5, "end_s": 46.5, "text_en": "No sir, for each one, for each one you will have to do five tons, sir.", "text_native": "नहीं सर, हर एक का, हर एक का आपको पांच टन करना पड़ेगा सर।" }, { "ucid": "21112178912854461", "idx": 21, "speaker": "customer", "start_s": 46.8, "end_s": 47.8, "text_en": "I'll talk about it.", "text_native": "मैं बात कर लेता हूं।" } ], "steps": [ { "ucid": "21112178912854461", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, I'm calling from JSW One, Raunak Mehta. Do you have any requirement in HR CR right now, sir?", "comment": "The agent did not ask for permission to speak, instead jumping straight into a qualifying question." }, { "ucid": "21112178912854461", "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 deliver a supply or price hook, letting the customer take control of the call." }, { "ucid": "21112178912854461", "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 about the customer's business, application, or procurement habits." }, { "ucid": "21112178912854461", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent only provided a rate when asked and did not pitch any USPs." }, { "ucid": "21112178912854461", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement in HR CR right now, sir?", "comment": "Agent asked if a requirement exists and captured location, thickness, and quantity." }, { "ucid": "21112178912854461", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended abruptly after the MOQ discussion, with no next step proposed by the agent." } ], "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": [] }