{ "ucid": "21112178945655471", "call_date": "2026-09-15", "start_time": "2026-09-15 12:45:54", "end_time": "2026-09-15 12:47:42", "duration_sec": 108, "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/DIA2b5ddc0ce4b602ec305209c3bbb12f20.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 86, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945655471__DIA2b5ddc0ce4b602ec305209c3bbb12f20.mp3", "audio_bytes": 246456, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 82.152, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Hello? (हेलो?)\n[2s] AGENT: Hello, Shiv Steel Corporation? (हेलो, शिव स्टील कॉर्पोरेशन?)\n[3s] CUSTOMER: Yes, speaking. (हां जी, बोल रहा हूं।)\n[4s] AGENT: Sir, hello, this is Aditya Pandey calling from JSW. (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।)\n[7s] CUSTOMER: Yes, tell me. (हां जी, बताइए।)\n[8s] AGENT: Uh sir, you were registered on our platform, this call is regarding that. Do you have any requirement for HR right now? (अह सर जी, आप हमारे प्लेटफार्म पे रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर अभी HR में?)\n[11s] CUSTOMER: Don't you have CR? (CR नहीं है आपके पास?)\n[12s] AGENT: HR, I have CR as well. (HR, CR भी है मेरे पास।)\n[14s] CUSTOMER: Tell me the price etc. for CR. What are the sizes? (CR का बता दीजिए प्राइस वगेरह। साइजेस कौन-कौन से?)\n[16s] AGENT: Uh, in which thickness do you need it, sir? Can you elaborate a bit? (अह कौनसे थिकनेस में सर मतलब चाहिए आपको? क्या मतलब थोड़ा इलैबोरेट करेंगे?)\n[18s] CUSTOMER: point eight to two mm, 1250. 1245 or 1250 width. (point eight से two mm, 1250. 1245 या 1250 width.)\n[21s] AGENT: I will mostly have it in 1250, sir. (मेरे पास 1250 में ही रहेगा सर मोस्टली।)\n[23s] AGENT: Do you need it in coil form or sheet form, sir? (Coil फॉर्म में चाहिए कि शीट फॉर्म में चाहिए सर?)\n[24s] CUSTOMER: In coil form. (Coil फॉर्म में।)\n[25s] AGENT: In coil form, right? point eight to two mm. (Coil फॉर्म में ना? point eight से two mm.)\n[26s] CUSTOMER: Yes. point eight to two mm. (हां जी। point eight से two mm.)\n[27s] AGENT: Okay. Uh, how much, I mean, what will be your coil requirement, sir? (ओके। अह कितना मतलब coil, coil की रिक्वायरमेंट रहेगी सर आपकी?)\n[31s] CUSTOMER: What all stock do you have, share it once. We will tell you accordingly. (आपके पास स्टॉक क्या-क्या है एक बार शेयर कर दो। उस हिसाब से हम आपको बता देंगे।)\n[34s] AGENT: Uh, okay sir, I, I will send you the quotation after this. (अह ठीक है सर, मैं, मैं इसके बाद क्वोटेशन आपको भेज दूंगा।)\n[36s] CUSTOMER: Send it to me on WhatsApp. The price and (मुझे आप WhatsApp पे भेज दीजिए। प्राइस और)\n[38s] AGENT: Yes, where will the delivery be for this, sir? (हां, डिलीवरी कहां रहेगी सर इसकी?)\n[40s] CUSTOMER: It will be in Faridabad. (ये फरीदाबाद में रहेगी।)\n[41s] AGENT: It will be in Faridabad. Okay sir, I'll, I'll check and let you know in a while. (फरीदाबाद में रहेगी। ठीक है सर, मैं ना, मैं चेक करके मैं बता देता हूं आपको थोड़ी देर में।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: There is some minor background noise but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You lost control of the call by skipping the permission and hook steps; focus on executing the first 30 seconds of the script to guide the conversation.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a registered lead, but the customer immediately took control of the call to inquire about CR coils. The agent skipped discovery and went straight to qualifying the requirement (thickness, width, location). The call ended with the agent promising to check stock and send a quotation, having failed to gather any business context.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent jumped directly to asking for a requirement instead of leading with a supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions about the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[38s] AGENT: Yes, where will the delivery be for this, sir?\", \"comment\": \"The agent successfully captured thickness, width, and delivery location for the customer's CR requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[34s] AGENT: Uh, okay sir, I, I will send you the quotation after this.\", \"comment\": \"The agent committed to checking stock and sending a quotation, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You lost control of the call by skipping the permission and hook steps; focus on executing the first 30 seconds of the script to guide the conversation.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"What all stock do you have, share it once. We will tell you accordingly.\", \"response\": \"Uh, okay sir, I, I will send you the quotation after this.\"}], \"call_summary\": \"The agent contacted a registered lead, but the customer immediately took control of the call to inquire about CR coils. The agent skipped discovery and went straight to qualifying the requirement (thickness, width, location). The call ended with the agent promising to check stock and send a quotation, having failed to gather any business context.\"}", "error": null, "latency_ms": 41666, "input_tokens": 3379, "output_tokens": 779, "created_at": "2026-09-25 10:49:05", "sentiment": "positive", "sentiment_score": 0.675, "sentiment_confidence": "high", "pos": 10, "neg": 1, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.627, "agent_talk_sec": 23.4, "customer_talk_sec": 13.9, "dead_air_sec": 70.7, "longest_monologue_sec": 3.3, "agent_wpm": 346.2, "interruptions": 0, "agent_turns": 13, "customer_turns": 11, "discovery_qs": 9, "words_agent": 135, "words_customer": 68, "monologue_heavy": 0, "turns": [ { "ucid": "21112178945655471", "idx": 0, "speaker": "customer", "start_s": 0.4, "end_s": 1.01, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178945655471", "idx": 1, "speaker": "agent", "start_s": 1.28, "end_s": 1.68, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178945655471", "idx": 2, "speaker": "agent", "start_s": 1.88, "end_s": 2.99, "text_en": "Hello, Shiv Steel Corporation?", "text_native": "हेलो, शिव स्टील कॉर्पोरेशन?" }, { "ucid": "21112178945655471", "idx": 3, "speaker": "customer", "start_s": 3.2, "end_s": 3.8, "text_en": "Yes, speaking.", "text_native": "हां जी, बोल रहा हूं।" }, { "ucid": "21112178945655471", "idx": 4, "speaker": "agent", "start_s": 4.0, "end_s": 6.4, "text_en": "Sir, hello, this is Aditya Pandey calling from JSW.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।" }, { "ucid": "21112178945655471", "idx": 5, "speaker": "customer", "start_s": 6.6, "end_s": 7.2, "text_en": "Yes, tell me.", "text_native": "हां जी, बताइए।" }, { "ucid": "21112178945655471", "idx": 6, "speaker": "agent", "start_s": 7.7, "end_s": 11.0, "text_en": "Uh sir, you were registered on our platform, this call is regarding that. Do you have any requirement for HR right now?", "text_native": "अह सर जी, आप हमारे प्लेटफार्म पे रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर अभी HR में?" }, { "ucid": "21112178945655471", "idx": 7, "speaker": "customer", "start_s": 11.2, "end_s": 11.9, "text_en": "Don't you have CR?", "text_native": "CR नहीं है आपके पास?" }, { "ucid": "21112178945655471", "idx": 8, "speaker": "agent", "start_s": 12.2, "end_s": 13.4, "text_en": "HR, I have CR as well.", "text_native": "HR, CR भी है मेरे पास।" }, { "ucid": "21112178945655471", "idx": 9, "speaker": "customer", "start_s": 13.7, "end_s": 15.5, "text_en": "Tell me the price etc. for CR. What are the sizes?", "text_native": "CR का बता दीजिए प्राइस वगेरह। साइजेस कौन-कौन से?" }, { "ucid": "21112178945655471", "idx": 10, "speaker": "agent", "start_s": 15.8, "end_s": 18.0, "text_en": "Uh, in which thickness do you need it, sir? Can you elaborate a bit?", "text_native": "अह कौनसे थिकनेस में सर मतलब चाहिए आपको? क्या मतलब थोड़ा इलैबोरेट करेंगे?" }, { "ucid": "21112178945655471", "idx": 11, "speaker": "customer", "start_s": 18.2, "end_s": 20.9, "text_en": "point eight to two mm, 1250. 1245 or 1250 width.", "text_native": "point eight से two mm, 1250. 1245 या 1250 width." }, { "ucid": "21112178945655471", "idx": 12, "speaker": "agent", "start_s": 21.1, "end_s": 22.4, "text_en": "I will mostly have it in 1250, sir.", "text_native": "मेरे पास 1250 में ही रहेगा सर मोस्टली।" }, { "ucid": "21112178945655471", "idx": 13, "speaker": "agent", "start_s": 22.6, "end_s": 24.0, "text_en": "Do you need it in coil form or sheet form, sir?", "text_native": "Coil फॉर्म में चाहिए कि शीट फॉर्म में चाहिए सर?" }, { "ucid": "21112178945655471", "idx": 14, "speaker": "customer", "start_s": 24.2, "end_s": 24.8, "text_en": "In coil form.", "text_native": "Coil फॉर्म में।" }, { "ucid": "21112178945655471", "idx": 15, "speaker": "agent", "start_s": 25.0, "end_s": 26.0, "text_en": "In coil form, right? point eight to two mm.", "text_native": "Coil फॉर्म में ना? point eight से two mm." }, { "ucid": "21112178945655471", "idx": 16, "speaker": "customer", "start_s": 26.1, "end_s": 27.0, "text_en": "Yes. point eight to two mm.", "text_native": "हां जी। point eight से two mm." }, { "ucid": "21112178945655471", "idx": 17, "speaker": "agent", "start_s": 27.3, "end_s": 30.4, "text_en": "Okay. Uh, how much, I mean, what will be your coil requirement, sir?", "text_native": "ओके। अह कितना मतलब coil, coil की रिक्वायरमेंट रहेगी सर आपकी?" }, { "ucid": "21112178945655471", "idx": 18, "speaker": "customer", "start_s": 30.6, "end_s": 33.4, "text_en": "What all stock do you have, share it once. We will tell you accordingly.", "text_native": "आपके पास स्टॉक क्या-क्या है एक बार शेयर कर दो। उस हिसाब से हम आपको बता देंगे।" }, { "ucid": "21112178945655471", "idx": 19, "speaker": "agent", "start_s": 33.8, "end_s": 36.0, "text_en": "Uh, okay sir, I, I will send you the quotation after this.", "text_native": "अह ठीक है सर, मैं, मैं इसके बाद क्वोटेशन आपको भेज दूंगा।" }, { "ucid": "21112178945655471", "idx": 20, "speaker": "customer", "start_s": 36.2, "end_s": 38.0, "text_en": "Send it to me on WhatsApp. The price and", "text_native": "मुझे आप WhatsApp पे भेज दीजिए। प्राइस और" }, { "ucid": "21112178945655471", "idx": 21, "speaker": "agent", "start_s": 38.5, "end_s": 39.5, "text_en": "Yes, where will the delivery be for this, sir?", "text_native": "हां, डिलीवरी कहां रहेगी सर इसकी?" }, { "ucid": "21112178945655471", "idx": 22, "speaker": "customer", "start_s": 39.7, "end_s": 40.5, "text_en": "It will be in Faridabad.", "text_native": "ये फरीदाबाद में रहेगी।" }, { "ucid": "21112178945655471", "idx": 23, "speaker": "agent", "start_s": 40.7, "end_s": 43.5, "text_en": "It will be in Faridabad. Okay sir, I'll, I'll check and let you know in a while.", "text_native": "फरीदाबाद में रहेगी। ठीक है सर, मैं ना, मैं चेक करके मैं बता देता हूं आपको थोड़ी देर में।" } ], "steps": [ { "ucid": "21112178945655471", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak." }, { "ucid": "21112178945655471", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent jumped directly to asking for a requirement instead of leading with a supply or price hook." }, { "ucid": "21112178945655471", "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 required discovery questions about the customer's business." }, { "ucid": "21112178945655471", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not pitch any USPs." }, { "ucid": "21112178945655471", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[38s] AGENT: Yes, where will the delivery be for this, sir?", "comment": "The agent successfully captured thickness, width, and delivery location for the customer's CR requirement." }, { "ucid": "21112178945655471", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "[34s] AGENT: Uh, okay sir, I, I will send you the quotation after this.", "comment": "The agent committed to checking stock and sending a quotation, which the customer accepted." } ], "objections": [ { "ucid": "21112178945655471", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "What all stock do you have, share it once. We will tell you accordingly.", "response": "Uh, okay sir, I, I will send you the quotation after this." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }