{ "ucid": "21112178946625651", "call_date": "2026-09-15", "start_time": "2026-09-15 15:27:36", "end_time": "2026-09-15 15:29:24", "duration_sec": 108, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Call_back_later", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2ebb0b996d1472d20dd939ed27396f12.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 54, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946625651__DIA2ebb0b996d1472d20dd939ed27396f12.mp3", "audio_bytes": 273456, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 91.152, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello.\n[2s] AGENT: Uh, Green Enviro Environmental Systems Limited?\n[5s] CUSTOMER: Yes.\n[6s] AGENT: Sir, calling from JSW One MSME.\n[8s] CUSTOMER: Okay.\n[9s] AGENT: Uh sir, I suppose you had registered your account and there was a inquiry shared by you for HR. So are you planning to purchase or it's been postponed or something?\n[16s] CUSTOMER: Uh no, this inquiry was made regarding a purchase only. Uh-huh. So it is still there, it will remain in purchase. (अह नहीं, ये अभी inquiry किया था purchase के regarding ही। अह-हं। तो ये अभी है, purchase में रहेगा।)\n[20s] AGENT: Okay.\n[21s] CUSTOMER: I think there is your Maadhik madam, I had spoken to her. (I think आपकी Maadhik madam करके है, उनसे बात हुआ था।)\n[23s] AGENT: Anukriti. Anukriti sir.\n[25s] CUSTOMER: Yeah, yeah, she had actually called me. (Yeah, yeah, उन्होंने actually मुझे call किया था।)\n[27s] AGENT: Yes, yes, yes, right. (हां हां हां, right.)\n[28s] CUSTOMER: So at that time I had taken a quotation from her. So we are planning for purchase for plate but order will be executed in next week otherwise next in next week. (तो उस टाइम पे मैंने उनकी तरफ से quotation लिया था। So we are planning for purchase for plate but order will be execute in next week otherwise next in next week.)\n[35s] AGENT: In next week. Understood.\n[36s] CUSTOMER: Yes, yes.\n[37s] AGENT: So what I'll do is, you already have Anukriti's number, but I'll also, I am actually her manager. So if you want, I can also give you my number. So if in case you need any support from my end, then you know you can just share the requirement with me. I'll help you with the same. (So what do I do is, आप Anukriti का तो नंबर है ही आपके पास, but I'll also, I am actually her manager. तो आपको चाहिए तो मैं अपना नंबर भी देके रखता हूं। So if in case अगर आपको मेरे end से कुछ support चाहिए हो, तो you know you can just share me the requirement. I'll help you with the same.)\n[46s] CUSTOMER: Yes, yes, sure, sure.\n[48s] AGENT: Perfect. I'll just WhatsApp you from my personal number. You can connect with me over there also.\n[51s] CUSTOMER: Yes, yes. Right.\n[52s] AGENT: Perfect sir. Thank you.\n[53s] CUSTOMER: Okay.\n[54s] AGENT: I'll call you in next week.\n[55s] CUSTOMER: Yeah, yeah.\n[56s] AGENT: Yeah.\n[56s] CUSTOMER: Yeah.\n[57s] AGENT: [coughs]", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 27, "connected": 1, "audio_notes": "clear: Some background chatter is audible on the agent's side but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "27 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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When following up on a past inquiry, re-confirm the customer's requirement and ask discovery questions to understand their business better; this creates an opportunity to pitch relevant USPs instead of just scheduling another callback.", "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 followed up on a previous inquiry for HR material. The customer confirmed their requirement for 'plate' is still active and they plan to place the order next week. The agent, introducing himself as the previous agent's manager, did not perform any new discovery but successfully scheduled a callback for the following week to proceed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[6s] AGENT: Sir, calling from JSW One MSME.\", \"comment\": \"Agent greeted, used the company name, and identified JSW One, gaining implicit permission by referencing a prior inquiry.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead moving directly to the status of a previous inquiry.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions about the customer's business or procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"[9s] AGENT: So are you planning to purchase or it's been postponed or something?\", \"comment\": \"Agent confirmed a requirement exists but failed to capture any specific details like grade, quantity, or dimensions.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[54s] AGENT: I'll call you in next week.\", \"comment\": \"Agent established a clear and agreed-upon next step of a callback in the following week.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When following up on a past inquiry, re-confirm the customer's requirement and ask discovery questions to understand their business better; this creates an opportunity to pitch relevant USPs instead of just scheduling another callback.\", \"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 followed up on a previous inquiry for HR material. The customer confirmed their requirement for 'plate' is still active and they plan to place the order next week. The agent, introducing himself as the previous agent's manager, did not perform any new discovery but successfully scheduled a callback for the following week to proceed.\"}", "error": null, "latency_ms": 36762, "input_tokens": 3286, "output_tokens": 747, "created_at": "2026-09-25 10:46:36", "sentiment": "positive", "sentiment_score": 0.324, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.6, "agent_talk_sec": 31.7, "customer_talk_sec": 21.1, "dead_air_sec": 55.2, "longest_monologue_sec": 9.2, "agent_wpm": 268.8, "interruptions": 0, "agent_turns": 14, "customer_turns": 13, "discovery_qs": 2, "words_agent": 142, "words_customer": 89, "monologue_heavy": 0, "turns": [ { "ucid": "21112178946625651", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178946625651", "idx": 1, "speaker": "agent", "start_s": 1.55, "end_s": 1.85, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946625651", "idx": 2, "speaker": "agent", "start_s": 2.08, "end_s": 4.68, "text_en": "Uh, Green Enviro Environmental Systems Limited?", "text_native": "Uh, Green Enviro Environmental Systems Limited?" }, { "ucid": "21112178946625651", "idx": 3, "speaker": "customer", "start_s": 5.0, "end_s": 5.4, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178946625651", "idx": 4, "speaker": "agent", "start_s": 5.7, "end_s": 7.44, "text_en": "Sir, calling from JSW One MSME.", "text_native": "Sir, calling from JSW One MSME." }, { "ucid": "21112178946625651", "idx": 5, "speaker": "customer", "start_s": 7.8, "end_s": 8.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178946625651", "idx": 6, "speaker": "agent", "start_s": 8.64, "end_s": 15.84, "text_en": "Uh sir, I suppose you had registered your account and there was a inquiry shared by you for HR. So are you planning to purchase or it's been postponed or something?", "text_native": "Uh sir, I suppose you had registered your account and there was a inquiry shared by you for HR. So are you planning to purchase or it's been postponed or something?" }, { "ucid": "21112178946625651", "idx": 7, "speaker": "customer", "start_s": 16.25, "end_s": 20.45, "text_en": "Uh no, this inquiry was made regarding a purchase only. Uh-huh. So it is still there, it will remain in purchase.", "text_native": "अह नहीं, ये अभी inquiry किया था purchase के regarding ही। अह-हं। तो ये अभी है, purchase में रहेगा।" }, { "ucid": "21112178946625651", "idx": 8, "speaker": "agent", "start_s": 20.45, "end_s": 20.85, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178946625651", "idx": 9, "speaker": "customer", "start_s": 20.85, "end_s": 23.35, "text_en": "I think there is your Maadhik madam, I had spoken to her.", "text_native": "I think आपकी Maadhik madam करके है, उनसे बात हुआ था।" }, { "ucid": "21112178946625651", "idx": 10, "speaker": "agent", "start_s": 23.35, "end_s": 24.55, "text_en": "Anukriti. Anukriti sir.", "text_native": "Anukriti. Anukriti sir." }, { "ucid": "21112178946625651", "idx": 11, "speaker": "customer", "start_s": 24.55, "end_s": 26.55, "text_en": "Yeah, yeah, she had actually called me.", "text_native": "Yeah, yeah, उन्होंने actually मुझे call किया था।" }, { "ucid": "21112178946625651", "idx": 12, "speaker": "agent", "start_s": 26.9, "end_s": 27.8, "text_en": "Yes, yes, yes, right.", "text_native": "हां हां हां, right." }, { "ucid": "21112178946625651", "idx": 13, "speaker": "customer", "start_s": 27.8, "end_s": 34.8, "text_en": "So at that time I had taken a quotation from her. So we are planning for purchase for plate but order will be executed in next week otherwise next in next week.", "text_native": "तो उस टाइम पे मैंने उनकी तरफ से quotation लिया था। So we are planning for purchase for plate but order will be execute in next week otherwise next in next week." }, { "ucid": "21112178946625651", "idx": 14, "speaker": "agent", "start_s": 35.1, "end_s": 36.2, "text_en": "In next week. Understood.", "text_native": "In next week. Understood." }, { "ucid": "21112178946625651", "idx": 15, "speaker": "customer", "start_s": 36.5, "end_s": 37.0, "text_en": "Yes, yes.", "text_native": "Yes, yes." }, { "ucid": "21112178946625651", "idx": 16, "speaker": "agent", "start_s": 37.0, "end_s": 46.2, "text_en": "So what I'll do is, you already have Anukriti's number, but I'll also, I am actually her manager. So if you want, I can also give you my number. So if in case you need any support from my end, then you know you can just share the requirement with me. I'll help you with the same.", "text_native": "So what do I do is, आप Anukriti का तो नंबर है ही आपके पास, but I'll also, I am actually her manager. तो आपको चाहिए तो मैं अपना नंबर भी देके रखता हूं। So if in case अगर आपको मेरे end से कुछ support चाहिए हो, तो you know you can just share me the requirement. I'll help you with the same." }, { "ucid": "21112178946625651", "idx": 17, "speaker": "customer", "start_s": 46.2, "end_s": 47.4, "text_en": "Yes, yes, sure, sure.", "text_native": "Yes, yes, sure, sure." }, { "ucid": "21112178946625651", "idx": 18, "speaker": "agent", "start_s": 47.7, "end_s": 51.2, "text_en": "Perfect. I'll just WhatsApp you from my personal number. You can connect with me over there also.", "text_native": "Perfect. I'll just WhatsApp you from my personal number. You can connect with me over there also." }, { "ucid": "21112178946625651", "idx": 19, "speaker": "customer", "start_s": 51.4, "end_s": 52.4, "text_en": "Yes, yes. Right.", "text_native": "Yes, yes. Right." }, { "ucid": "21112178946625651", "idx": 20, "speaker": "agent", "start_s": 52.4, "end_s": 53.4, "text_en": "Perfect sir. Thank you.", "text_native": "Perfect sir. Thank you." }, { "ucid": "21112178946625651", "idx": 21, "speaker": "customer", "start_s": 53.4, "end_s": 54.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178946625651", "idx": 22, "speaker": "agent", "start_s": 54.0, "end_s": 54.8, "text_en": "I'll call you in next week.", "text_native": "I'll call you in next week." }, { "ucid": "21112178946625651", "idx": 23, "speaker": "customer", "start_s": 54.8, "end_s": 55.3, "text_en": "Yeah, yeah.", "text_native": "Yeah, yeah." }, { "ucid": "21112178946625651", "idx": 24, "speaker": "agent", "start_s": 55.7, "end_s": 56.0, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178946625651", "idx": 25, "speaker": "customer", "start_s": 56.4, "end_s": 56.7, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178946625651", "idx": 26, "speaker": "agent", "start_s": 57.0, "end_s": 58.5, "text_en": "[coughs]", "text_native": "[coughs]" } ], "steps": [ { "ucid": "21112178946625651", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[6s] AGENT: Sir, calling from JSW One MSME.", "comment": "Agent greeted, used the company name, and identified JSW One, gaining implicit permission by referencing a prior inquiry." }, { "ucid": "21112178946625651", "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 moving directly to the status of a previous inquiry." }, { "ucid": "21112178946625651", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any of the required discovery questions about the customer's business or procurement." }, { "ucid": "21112178946625651", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was performed, and consequently, no USPs were pitched." }, { "ucid": "21112178946625651", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "[9s] AGENT: So are you planning to purchase or it's been postponed or something?", "comment": "Agent confirmed a requirement exists but failed to capture any specific details like grade, quantity, or dimensions." }, { "ucid": "21112178946625651", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "[54s] AGENT: I'll call you in next week.", "comment": "Agent established a clear and agreed-upon next step of a callback in the following week." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }