{ "ucid": "21112178945815681", "call_date": "2026-09-15", "start_time": "2026-09-15 13:12:36", "end_time": "2026-09-15 13:14:00", "duration_sec": 84, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA82cadaef42011f4db037b6cafea3bc80.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 81, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945815681__DIA82cadaef42011f4db037b6cafea3bc80.mp3", "audio_bytes": 179712, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 59.904, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello. Mr. Vishal Karale from Shri Mahalakshmi Engineering?\n[6s] CUSTOMER: Yes sir, speaking. (हा सर बोल रहा हूं।)\n[7s] AGENT: Vishal sir, Sudip speaking from JSW One MSME Mandi, Jindal Steel. Your company was registered on the portal, sir, I had called regarding a steel purchase. Do you currently have any requirement in steel that you are planning to close immediately? (विशाल सर सुदीप बोलतोय JSW One MSME Mandi, जिंदाल स्टील. तुमची कंपनी रजिस्टर्ड होती सर पोर्टलवर, स्टील परचेस संदर्भात फोन केला होता. सध्या आता स्टील मध्ये काय रिक्वायरमेंट आहे का आपल्याला जी इमिजेट प्लॅन करतात क्लोज करण्यासाठी?)\n[18s] CUSTOMER: No sir, at that time I needed our E250 C grade material. I didn't get it from you at that time. (नाही सर मला त्या वेळेला ना आपलं E250 C grade मध्ये मटेरियल पाहिजे होतं. त्या वेळेला मिळालं नाही तुमच्याकडून.)\n[23s] AGENT: Yes, yes, yes, yes. Correct, I'm looking. You were in connect with Mishra, right? Aditya Mishra? (हो हो हो हो. बरोबर, बघतोय मी. मिश्रा सोबत कनेक्ट मध्ये होते ना तुम्ही आदित्य मिश्रा?)\n[27s] CUSTOMER: Yes, correct. (हा, बरोबर.)\n[28s] AGENT: Okay, that's fine. Is there any requirement immediately now? (ठीक आहे, चालेल. आता काय इमिजेटली आहे का रिक्वायरमेंट?)\n[30s] CUSTOMER: No sir, no. (नाही सर, नाही.)\n[31s] AGENT: Okay, fine. I will forward my number to you. Now Mishra sir is not in the company, he has left. So from now on, if there is anything, connect with me. The number that I will WhatsApp, call on that. It's a system number. Okay? (ओके, ठीक आहे. मी तुम्हाला माझा नंबर फॉरवर्ड करतो. आता मिश्रा सर कंपनी मध्ये नाहीये, सोडून गेले ते. तर इथून पुढे काय असेल तर माझ्याशी कनेक्ट करा. मी नंबर जो WhatsApp करेन ना, त्यावर कॉल करा. सिस्टमचा नंबर आहे. ठीक आहे?)\n[40s] CUSTOMER: Okay sir. Okay sir. (ओके सर. ओके सर.)\n[41s] AGENT: Okay. Thank you. (ओके. थँक्यू.)\n[42s] CUSTOMER: Okay. (ओके.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\", \"Hindi\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: The audio quality is good with no significant background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": 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": "When a customer raises a past service failure, first acknowledge the issue and try to rebuild trust before asking for a new requirement.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer from an engineering company who immediately raised a past service failure where the required material (E250 C grade) was unavailable. The agent acknowledged the history but did not attempt to rebuild trust, instead asking directly for a current requirement. The customer had no immediate need, so the agent shared his contact details for future inquiries and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, jumping directly into a requirement question after the introduction.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook; instead, the first question was a direct check for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated they had no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted and the call was cut short.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you currently have any requirement in steel that you are planning to close immediately?\", \"comment\": \"Agent successfully asked for an immediate requirement at the start of the call.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"from now on, if there is anything, connect with me.\", \"comment\": \"The closure was passive, placing the onus on the customer to re-initiate contact rather than setting a specific, agent-owned next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past service failure, first acknowledge the issue and try to rebuild trust before asking for a new requirement.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer from an engineering company who immediately raised a past service failure where the required material (E250 C grade) was unavailable. The agent acknowledged the history but did not attempt to rebuild trust, instead asking directly for a current requirement. The customer had no immediate need, so the agent shared his contact details for future inquiries and ended the call.\"}", "error": null, "latency_ms": 39311, "input_tokens": 3126, "output_tokens": 717, "created_at": "2026-09-25 10:48:45", "sentiment": "neutral", "sentiment_score": -0.04, "sentiment_confidence": "high", "pos": 2, "neg": 1, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.758, "agent_talk_sec": 29.1, "customer_talk_sec": 9.3, "dead_air_sec": 45.6, "longest_monologue_sec": 10.1, "agent_wpm": 251.5, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 6, "words_agent": 122, "words_customer": 35, "monologue_heavy": 1, "turns": [ { "ucid": "21112178945815681", "idx": 0, "speaker": "customer", "start_s": 0.84, "end_s": 1.24, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178945815681", "idx": 1, "speaker": "agent", "start_s": 1.84, "end_s": 5.24, "text_en": "Hello. Mr. Vishal Karale from Shri Mahalakshmi Engineering?", "text_native": "Hello. Mr. Vishal Karale from Shri Mahalakshmi Engineering?" }, { "ucid": "21112178945815681", "idx": 2, "speaker": "customer", "start_s": 5.6, "end_s": 6.44, "text_en": "Yes sir, speaking.", "text_native": "हा सर बोल रहा हूं।" }, { "ucid": "21112178945815681", "idx": 3, "speaker": "agent", "start_s": 6.7, "end_s": 16.84, "text_en": "Vishal sir, Sudip speaking from JSW One MSME Mandi, Jindal Steel. Your company was registered on the portal, sir, I had called regarding a steel purchase. Do you currently have any requirement in steel that you are planning to close immediately?", "text_native": "विशाल सर सुदीप बोलतोय JSW One MSME Mandi, जिंदाल स्टील. तुमची कंपनी रजिस्टर्ड होती सर पोर्टलवर, स्टील परचेस संदर्भात फोन केला होता. सध्या आता स्टील मध्ये काय रिक्वायरमेंट आहे का आपल्याला जी इमिजेट प्लॅन करतात क्लोज करण्यासाठी?" }, { "ucid": "21112178945815681", "idx": 4, "speaker": "customer", "start_s": 17.53, "end_s": 22.83, "text_en": "No sir, at that time I needed our E250 C grade material. I didn't get it from you at that time.", "text_native": "नाही सर मला त्या वेळेला ना आपलं E250 C grade मध्ये मटेरियल पाहिजे होतं. त्या वेळेला मिळालं नाही तुमच्याकडून." }, { "ucid": "21112178945815681", "idx": 5, "speaker": "agent", "start_s": 23.0, "end_s": 26.54, "text_en": "Yes, yes, yes, yes. Correct, I'm looking. You were in connect with Mishra, right? Aditya Mishra?", "text_native": "हो हो हो हो. बरोबर, बघतोय मी. मिश्रा सोबत कनेक्ट मध्ये होते ना तुम्ही आदित्य मिश्रा?" }, { "ucid": "21112178945815681", "idx": 6, "speaker": "customer", "start_s": 26.6, "end_s": 27.34, "text_en": "Yes, correct.", "text_native": "हा, बरोबर." }, { "ucid": "21112178945815681", "idx": 7, "speaker": "agent", "start_s": 27.7, "end_s": 29.94, "text_en": "Okay, that's fine. Is there any requirement immediately now?", "text_native": "ठीक आहे, चालेल. आता काय इमिजेटली आहे का रिक्वायरमेंट?" }, { "ucid": "21112178945815681", "idx": 8, "speaker": "customer", "start_s": 30.2, "end_s": 30.84, "text_en": "No sir, no.", "text_native": "नाही सर, नाही." }, { "ucid": "21112178945815681", "idx": 9, "speaker": "agent", "start_s": 31.0, "end_s": 39.84, "text_en": "Okay, fine. I will forward my number to you. Now Mishra sir is not in the company, he has left. So from now on, if there is anything, connect with me. The number that I will WhatsApp, call on that. It's a system number. Okay?", "text_native": "ओके, ठीक आहे. मी तुम्हाला माझा नंबर फॉरवर्ड करतो. आता मिश्रा सर कंपनी मध्ये नाहीये, सोडून गेले ते. तर इथून पुढे काय असेल तर माझ्याशी कनेक्ट करा. मी नंबर जो WhatsApp करेन ना, त्यावर कॉल करा. सिस्टमचा नंबर आहे. ठीक आहे?" }, { "ucid": "21112178945815681", "idx": 10, "speaker": "customer", "start_s": 40.0, "end_s": 41.04, "text_en": "Okay sir. Okay sir.", "text_native": "ओके सर. ओके सर." }, { "ucid": "21112178945815681", "idx": 11, "speaker": "agent", "start_s": 41.1, "end_s": 42.04, "text_en": "Okay. Thank you.", "text_native": "ओके. थँक्यू." }, { "ucid": "21112178945815681", "idx": 12, "speaker": "customer", "start_s": 42.1, "end_s": 42.44, "text_en": "Okay.", "text_native": "ओके." } ], "steps": [ { "ucid": "21112178945815681", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak, jumping directly into a requirement question after the introduction." }, { "ucid": "21112178945815681", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a supply or price hook; instead, the first question was a direct check for a requirement." }, { "ucid": "21112178945815681", "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 after the customer stated they had no current requirement." }, { "ucid": "21112178945815681", "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 and the call was cut short." }, { "ucid": "21112178945815681", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you currently have any requirement in steel that you are planning to close immediately?", "comment": "Agent successfully asked for an immediate requirement at the start of the call." }, { "ucid": "21112178945815681", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "from now on, if there is anything, connect with me.", "comment": "The closure was passive, placing the onus on the customer to re-initiate contact rather than setting a specific, agent-owned next step." } ], "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": [] }