{ "ucid": "21112178946663571", "call_date": "2026-09-15", "start_time": "2026-09-15 15:33:55", "end_time": "2026-09-15 15:35:22", "duration_sec": 87, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc5d369e990e8a53e282861558f2e6fc3.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 51, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946663571__DIAc5d369e990e8a53e282861558f2e6fc3.mp3", "audio_bytes": 163296, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 54.432, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello?\n[2s] CUSTOMER: Hello?\n[3s] AGENT: Uh good afternoon sir, I'm Jeevan calling from JSW One platform. Uh, am I talking to Mr. Anil? Anil Athwal?\n[9s] CUSTOMER: Yeah.\n[10s] AGENT: Yeah, Anil, just wanted to check regarding your requirement that you have mentioned here for HR sheet. Is it, is your requirement live now or is it something that you want to discuss later?\n[17s] CUSTOMER: No, that is closed now. The earlier inquiry is closed.\n[20s] AGENT: Uh, it's closed.\n[21s] CUSTOMER: Yeah, it's closed and uh probably by the end of this month we'll have a new one.\n[25s] AGENT: Sure sir, no worries.\n[27s] AGENT: Yeah, meanwhile I'll do one thing, I'll just share you my details over WhatsApp. Once when the requirement comes live, you just ping me, I'll help you out with that.\n[32s] CUSTOMER: Okay.\n[33s] AGENT: Alright. Thank you, sir.\n[35s] CUSTOMER: Thank you. And also, what is the current rate for...", "language": "English", "languages": "[\"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: The audio cuts off abruptly at the end of the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 turns, clean transcript (0% inaudible)", "band_language": "English", "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": 6.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When the customer offers a future buying signal ('by the end of this month'), pivot to discovery for that future need instead of closing the call.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to follow up on a past HR sheet inquiry. The customer confirmed the requirement was closed but mentioned a new one would arise by the end of the month. The agent did not probe the future need and instead closed by asking the customer to re-initiate contact later.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh good afternoon sir, I'm Jeevan calling from JSW One platform. Uh, am I talking to Mr. Anil? Anil Athwal?\", \"comment\": \"Agent greeted, stated their name and company, and confirmed the customer's identity.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"just wanted to check regarding your requirement that you have mentioned here for HR sheet.\", \"comment\": \"Agent correctly used the customer's prior inquiry as a direct and relevant hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any discovery questions, even after the customer signaled a future requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and therefore no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is it, is your requirement live now or is it something that you want to discuss later?\", \"comment\": \"Agent successfully executed the step by asking if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Once when the requirement comes live, you just ping me, I'll help you out with that.\", \"comment\": \"Agent did not set a specific callback date, leaving the next action entirely up to the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer offers a future buying signal ('by the end of this month'), pivot to discovery for that future need instead of closing the call.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to follow up on a past HR sheet inquiry. The customer confirmed the requirement was closed but mentioned a new one would arise by the end of the month. The agent did not probe the future need and instead closed by asking the customer to re-initiate contact later.\"}", "error": null, "latency_ms": 41150, "input_tokens": 2838, "output_tokens": 740, "created_at": "2026-09-25 10:46:37", "sentiment": "positive", "sentiment_score": 0.343, "sentiment_confidence": "high", "pos": 9, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.688, "agent_talk_sec": 20.5, "customer_talk_sec": 9.3, "dead_air_sec": 57.2, "longest_monologue_sec": 6.8, "agent_wpm": 281.0, "interruptions": 0, "agent_turns": 7, "customer_turns": 6, "discovery_qs": 4, "words_agent": 96, "words_customer": 40, "monologue_heavy": 0, "turns": [ { "ucid": "21112178946663571", "idx": 0, "speaker": "agent", "start_s": 0.98, "end_s": 1.48, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178946663571", "idx": 1, "speaker": "customer", "start_s": 1.88, "end_s": 2.38, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178946663571", "idx": 2, "speaker": "agent", "start_s": 2.78, "end_s": 8.18, "text_en": "Uh good afternoon sir, I'm Jeevan calling from JSW One platform. Uh, am I talking to Mr. Anil? Anil Athwal?", "text_native": "Uh good afternoon sir, I'm Jeevan calling from JSW One platform. Uh, am I talking to Mr. Anil? Anil Athwal?" }, { "ucid": "21112178946663571", "idx": 3, "speaker": "customer", "start_s": 8.68, "end_s": 9.18, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178946663571", "idx": 4, "speaker": "agent", "start_s": 9.58, "end_s": 16.38, "text_en": "Yeah, Anil, just wanted to check regarding your requirement that you have mentioned here for HR sheet. Is it, is your requirement live now or is it something that you want to discuss later?", "text_native": "Yeah, Anil, just wanted to check regarding your requirement that you have mentioned here for HR sheet. Is it, is your requirement live now or is it something that you want to discuss later?" }, { "ucid": "21112178946663571", "idx": 5, "speaker": "customer", "start_s": 16.88, "end_s": 19.28, "text_en": "No, that is closed now. The earlier inquiry is closed.", "text_native": "No, that is closed now. The earlier inquiry is closed." }, { "ucid": "21112178946663571", "idx": 6, "speaker": "agent", "start_s": 19.98, "end_s": 20.78, "text_en": "Uh, it's closed.", "text_native": "Uh, it's closed." }, { "ucid": "21112178946663571", "idx": 7, "speaker": "customer", "start_s": 21.38, "end_s": 24.78, "text_en": "Yeah, it's closed and uh probably by the end of this month we'll have a new one.", "text_native": "Yeah, it's closed and uh probably by the end of this month we'll have a new one." }, { "ucid": "21112178946663571", "idx": 8, "speaker": "agent", "start_s": 25.18, "end_s": 25.98, "text_en": "Sure sir, no worries.", "text_native": "Sure sir, no worries." }, { "ucid": "21112178946663571", "idx": 9, "speaker": "agent", "start_s": 26.58, "end_s": 31.88, "text_en": "Yeah, meanwhile I'll do one thing, I'll just share you my details over WhatsApp. Once when the requirement comes live, you just ping me, I'll help you out with that.", "text_native": "Yeah, meanwhile I'll do one thing, I'll just share you my details over WhatsApp. Once when the requirement comes live, you just ping me, I'll help you out with that." }, { "ucid": "21112178946663571", "idx": 10, "speaker": "customer", "start_s": 32.28, "end_s": 32.68, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178946663571", "idx": 11, "speaker": "agent", "start_s": 33.18, "end_s": 34.08, "text_en": "Alright. Thank you, sir.", "text_native": "Alright. Thank you, sir." }, { "ucid": "21112178946663571", "idx": 12, "speaker": "customer", "start_s": 34.68, "end_s": 36.78, "text_en": "Thank you. And also, what is the current rate for...", "text_native": "Thank you. And also, what is the current rate for..." } ], "steps": [ { "ucid": "21112178946663571", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh good afternoon sir, I'm Jeevan calling from JSW One platform. Uh, am I talking to Mr. Anil? Anil Athwal?", "comment": "Agent greeted, stated their name and company, and confirmed the customer's identity." }, { "ucid": "21112178946663571", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "just wanted to check regarding your requirement that you have mentioned here for HR sheet.", "comment": "Agent correctly used the customer's prior inquiry as a direct and relevant hook." }, { "ucid": "21112178946663571", "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 discovery questions, even after the customer signaled a future requirement." }, { "ucid": "21112178946663571", "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 conducted, and therefore no USPs were pitched." }, { "ucid": "21112178946663571", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Is it, is your requirement live now or is it something that you want to discuss later?", "comment": "Agent successfully executed the step by asking if a current requirement exists." }, { "ucid": "21112178946663571", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Once when the requirement comes live, you just ping me, I'll help you out with that.", "comment": "Agent did not set a specific callback date, leaving the next action entirely up to the customer." } ], "objections": [], "missed_steps": [ "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }