{ "ucid": "21112178945786871", "call_date": "2026-09-15", "start_time": "2026-09-15 13:07:48", "end_time": "2026-09-15 13:08:42", "duration_sec": 54, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Send_Email", "agent": "Anupreeti Mahadik", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA32b58081bd01eae4e7c4c615114225c1.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 82, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945786871__DIA32b58081bd01eae4e7c4c615114225c1.mp3", "audio_bytes": 130032, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 43.344, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: Hello. (हॅलो.)\n[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Kaldani Developers? (कलदानी डेव्हलपर्स?)\n[3s] CUSTOMER: Speaking. (बोलतोय.)\n[4s] AGENT: Sir, this is Anupriti speaking from JSW One. (सर, अनुप्रिती बोलतीये JSW One मधून.)\n[6s] CUSTOMER: Yes, tell me, ma'am. (बोला ना, मॅम.)\n[7s] AGENT: I wanted to know if there is any requirement in HR, sir. (काय रिक्वायरमेंट आहे का जाणून घ्यायचं होतं सर HR मध्ये.)\n[10s] CUSTOMER: What do you supply in JSW? (कशामध्ये सप्लाय करता तुम्ही JSW?)\n[13s] AGENT: Sir, we deal in MS steel. HR, HR sheet, HR coil, CR sheet, CR coil or PPGI. (सर, आम्ही MS steel मध्ये करतो. HR, HR sheet, HR coil, CR sheet, CR coil किंवा PPGI.)\n[18s] CUSTOMER: What will be the rate for 250? (250 चा काय रेट जाईल?)\n[20s] AGENT: Sir, I will have to check the rate. Tell me your inquiry, I will generate it accordingly and then tell you the rate. (सर, रेट बघावा लागेल मला. तुमचं इन्क्वायरी सांगा, मी तशी जनरेट करून तुम्हाला सांगते मग रेट.)\n[25s] CUSTOMER: It's on WhatsApp, sir, we will send it. (WhatsApp ला आहे सर, आम्ही पाठवतो.)\n[27s] AGENT: Okay, okay. Alright. Thank you. (चालेल, चालेल. ठीक आहे. थँक्यू.)\n[30s] UNKNOWN: Hello? (हॅलो?)", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: Some background office noise is present but does not significantly impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": 0.0, "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\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You skipped the entire pitch structure; start by offering a clear benefit (the hook) to earn the customer's attention before asking for their requirements and performing discovery.", "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 customer identified as 'Kaldani Developers'. The agent skipped the hook and discovery, immediately asking for an HR requirement. The customer asked for a rate and then stated they would send their inquiry via WhatsApp, which the agent accepted before ending the call without capturing details or setting a specific follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, this is Anupriti speaking from JSW One.\", \"comment\": \"The agent identified herself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I wanted to know if there is any requirement in HR, sir.\", \"comment\": \"The agent did not provide a hook or value proposition, instead moving directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions to understand the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only listed product categories when asked by the customer.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Tell me your inquiry, I will generate it accordingly and then tell you the rate.\", \"comment\": \"The agent asked for the inquiry but failed to capture any specific details (grade, size, qty) on the call.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, okay. Alright. Thank you.\", \"comment\": \"The agent did not establish a committed next step with a turnaround time, but passively accepted the customer's offer to send details later.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire pitch structure; start by offering a clear benefit (the hook) to earn the customer's attention before asking for their requirements and performing discovery.\", \"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 customer identified as 'Kaldani Developers'. The agent skipped the hook and discovery, immediately asking for an HR requirement. The customer asked for a rate and then stated they would send their inquiry via WhatsApp, which the agent accepted before ending the call without capturing details or setting a specific follow-up.\"}", "error": null, "latency_ms": 30805, "input_tokens": 2981, "output_tokens": 748, "created_at": "2026-09-25 10:48:47", "sentiment": "positive", "sentiment_score": 0.75, "sentiment_confidence": "high", "pos": 6, "neg": 0, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.703, "agent_talk_sec": 18.0, "customer_talk_sec": 7.6, "dead_air_sec": 28.4, "longest_monologue_sec": 5.0, "agent_wpm": 223.3, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 1, "words_agent": 67, "words_customer": 27, "monologue_heavy": 0, "turns": [ { "ucid": "21112178945786871", "idx": 0, "speaker": "unknown", "start_s": 0.33, "end_s": 0.73, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178945786871", "idx": 1, "speaker": "customer", "start_s": 1.0, "end_s": 1.4, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178945786871", "idx": 2, "speaker": "agent", "start_s": 1.5, "end_s": 2.6, "text_en": "Kaldani Developers?", "text_native": "कलदानी डेव्हलपर्स?" }, { "ucid": "21112178945786871", "idx": 3, "speaker": "customer", "start_s": 2.9, "end_s": 3.4, "text_en": "Speaking.", "text_native": "बोलतोय." }, { "ucid": "21112178945786871", "idx": 4, "speaker": "agent", "start_s": 3.5, "end_s": 5.5, "text_en": "Sir, this is Anupriti speaking from JSW One.", "text_native": "सर, अनुप्रिती बोलतीये JSW One मधून." }, { "ucid": "21112178945786871", "idx": 5, "speaker": "customer", "start_s": 5.8, "end_s": 6.5, "text_en": "Yes, tell me, ma'am.", "text_native": "बोला ना, मॅम." }, { "ucid": "21112178945786871", "idx": 6, "speaker": "agent", "start_s": 6.6, "end_s": 9.8, "text_en": "I wanted to know if there is any requirement in HR, sir.", "text_native": "काय रिक्वायरमेंट आहे का जाणून घ्यायचं होतं सर HR मध्ये." }, { "ucid": "21112178945786871", "idx": 7, "speaker": "customer", "start_s": 10.2, "end_s": 12.9, "text_en": "What do you supply in JSW?", "text_native": "कशामध्ये सप्लाय करता तुम्ही JSW?" }, { "ucid": "21112178945786871", "idx": 8, "speaker": "agent", "start_s": 13.0, "end_s": 18.0, "text_en": "Sir, we deal in MS steel. HR, HR sheet, HR coil, CR sheet, CR coil or PPGI.", "text_native": "सर, आम्ही MS steel मध्ये करतो. HR, HR sheet, HR coil, CR sheet, CR coil किंवा PPGI." }, { "ucid": "21112178945786871", "idx": 9, "speaker": "customer", "start_s": 18.1, "end_s": 19.7, "text_en": "What will be the rate for 250?", "text_native": "250 चा काय रेट जाईल?" }, { "ucid": "21112178945786871", "idx": 10, "speaker": "agent", "start_s": 20.0, "end_s": 24.5, "text_en": "Sir, I will have to check the rate. Tell me your inquiry, I will generate it accordingly and then tell you the rate.", "text_native": "सर, रेट बघावा लागेल मला. तुमचं इन्क्वायरी सांगा, मी तशी जनरेट करून तुम्हाला सांगते मग रेट." }, { "ucid": "21112178945786871", "idx": 11, "speaker": "customer", "start_s": 24.7, "end_s": 26.4, "text_en": "It's on WhatsApp, sir, we will send it.", "text_native": "WhatsApp ला आहे सर, आम्ही पाठवतो." }, { "ucid": "21112178945786871", "idx": 12, "speaker": "agent", "start_s": 26.6, "end_s": 28.8, "text_en": "Okay, okay. Alright. Thank you.", "text_native": "चालेल, चालेल. ठीक आहे. थँक्यू." }, { "ucid": "21112178945786871", "idx": 13, "speaker": "unknown", "start_s": 29.5, "end_s": 30.5, "text_en": "Hello?", "text_native": "हॅलो?" } ], "steps": [ { "ucid": "21112178945786871", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, this is Anupriti speaking from JSW One.", "comment": "The agent identified herself and the company but failed to ask for permission to speak." }, { "ucid": "21112178945786871", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I wanted to know if there is any requirement in HR, sir.", "comment": "The agent did not provide a hook or value proposition, instead moving directly to asking for a requirement." }, { "ucid": "21112178945786871", "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 to understand the customer's business or needs." }, { "ucid": "21112178945786871", "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; the agent only listed product categories when asked by the customer." }, { "ucid": "21112178945786871", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Tell me your inquiry, I will generate it accordingly and then tell you the rate.", "comment": "The agent asked for the inquiry but failed to capture any specific details (grade, size, qty) on the call." }, { "ucid": "21112178945786871", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, okay. Alright. Thank you.", "comment": "The agent did not establish a committed next step with a turnaround time, but passively accepted the customer's offer to send details later." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }