{ "ucid": "21112178946847382", "call_date": "2026-09-15", "start_time": "2026-09-15 16:04:33", "end_time": "2026-09-15 16:06:44", "duration_sec": 131, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Does_not_deal_Steel", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb9eb5b9648390de2f21ce9dcf10f98a0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 42, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946847382__DIAb9eb5b9648390de2f21ce9dcf10f98a0.mp3", "audio_bytes": 324432, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 108.144, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हेलो)\n[2s] AGENT: Hello, am I speaking with Wasim Steel? (हेलो, ये वसीम स्टील से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes. (जी।)\n[5s] AGENT: I was calling from JSW One, hello. (JSW One से बात कर रहा था, नमस्कार।)\n[6s] CUSTOMER: Hello. (नमस्कार जी।)\n[7s] AGENT: Sir, do you have any requirement right now? Are you looking for any steel? HR, CR, anything? (अभी सर जी कोई requirement है अभी? Steel का कुछ देख रहे हैं? HR, CR, anything?)\n[11s] CUSTOMER: Do you also have GI? (आपके पास GI भी होता है?)\n[12s] AGENT: Yes? (हांजी?)\n[12s] CUSTOMER: GP, do you also have GI? (GP, GI भी होता है?)\n[13s] AGENT: We have GP. GI GP. (GP होता है। GI GP.)\n[14s] CUSTOMER: Yes, that one. (हां वही।)\n[15s] AGENT: Which GSM do you need? (कौनसा GSM चाहिए?)\n[16s] CUSTOMER: 2.5 mm. (ढाई mm.)\n[17s] AGENT: Huh? (हां?)\n[18s] CUSTOMER: I need GI sheet. (GI sheet चाहिए मेरेको।)\n[19s] AGENT: You need GI sheet in 2.5 mm? What quan- what quantity and what is the coating grade? (GI sheet ढाई mm में चाहिए? कितना quan- कितना quantity और क्या s- वो है coating grade?)\n[22s] CUSTOMER: It's five- five or so tons of material, not a big order. (पांच- पांच एक टन माल है, कोई ज्यादा आर्डर नहीं है।)\n[24s] AGENT: Five tons? (पांच टन?)\n[25s] CUSTOMER: Yes yes, it's five to seven tons of material. (हां हां, पांच-सात टन माल है।)\n[27s] AGENT: What coating grade do you need? (Coating grade क्या चाहिए?)\n[28s] CUSTOMER: I'll have to ask the client. What is the coating grade in this? (पूछना पड़ेगा client से। Coating grade क्या होता है इसमें?)\n[30s] AGENT: Well, in that... (अरे उसमें...)\n[30s] CUSTOMER: mainly the party's, the party's order is for 12 gauge, it's 12-14 gauge of GI sheet. That becomes 2.5 mm, right? (mainly party का तो, party का तो order है 12 gauge, 12-14 gauge का है GI sheet का। वो ढाई mm हो गया ना।)\n[34s] AGENT: That's the size. I'm asking what coating grade you need? Like there's 80 GSM, 120 GSM, 275 GSM. That much coating is there. (वो तो size हो गया। मैं कह रहा हूं coating grade क्या चाहिए? जैसे 80 GSM होता है, 120 GSM होता है, 275 GSM होता है। इतने की coating होती है।)\n[39s] CUSTOMER: What price, what's the difference in pricing? It's mainly about pricing, it's a common order for the party, so they need it as reasonable as possible. So in which one will it be the lowest? (क्या price, pricing का क्या फर्क पड़ता है? mainly pricing है, party को common order है तो reasonable कम से कम चाहिए। तो किस में रहेगा कम से कम?)\n[43s] AGENT: Which are the approved brands? (Approved brand कौन कौन से हैं?)\n[44s] CUSTOMER: All are approved, local also works, there's no such issue. (Approved सारे हैं, local भी चलता है, वैसा कोई issue नहीं है।)\n[46s] AGENT: Hmm, then that won't be possible. Ours, by the way, 80 GSM is the cheapest. (हम्म, तो तो नहीं हो पाएगा वो तो। वो हमारा वैसे 80 GSM सबसे सस्ता रहता है।)\n[49s] CUSTOMER: What rate? (क्या rate?)\n[50s] AGENT: In the expensive range, uh, 80 GSM runs around 84-85. (महंगे में, uh, 80 GSM 84-85 ऐसे ही चलता है।)\n[53s] CUSTOMER: In this and yes. (इसमें और हां।)\n[56s] AGENT: It's high. (ज्यादा है।)\n[57s] CUSTOMER: 80 to 85, meaning it's 80 to 85 in GI. (80 से 85, मतलब 80 to 85 रहता है GI में।)\n[59s] AGENT: It depends on your size. (Depend करता है size पे आपके।)\n[60s] CUSTOMER: Hmm hmm hmm. Alright, okay. (हम्म हम्म हम्म। ठीक है, okay।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 35, "connected": 1, "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "35 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": 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, from opener to discovery. You must follow the process: get permission, offer a value hook, then ask questions to understand the customer before trying to sell.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, likely a trader, inquired about a 5-7 ton requirement for GI sheets but was unsure of the specific coating grade. The agent skipped the standard pitch structure, jumping directly to qualification. When the customer expressed high price sensitivity, the agent quoted a price range that was deemed high, and the call ended without any next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, am I speaking with Wasim Steel? I was calling from JSW One, hello.\", \"comment\": \"The agent identified self and company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement right now? Are you looking for any steel? HR, CR, anything?\", \"comment\": \"The agent skipped the hook and jumped directly into a requirement check, which is a form of product dump.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Which are the approved brands?\", \"comment\": \"The agent only asked one of the six required discovery questions, failing to understand the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs; the conversation went straight from qualification to a price point.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You need GI sheet in 2.5 mm? What quan- what quantity and what is the coating grade?\", \"comment\": \"The agent's qualification attempt was incomplete; he did not ask for width, location, or delivery date.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, okay.\", \"comment\": \"The call ended abruptly after the price discussion with no committed next step from the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire pitch structure, from opener to discovery. You must follow the process: get permission, offer a value hook, then ask questions to understand the customer before trying to sell.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"mainly pricing है, party को common order है तो reasonable कम से कम चाहिए। तो किस में रहेगा कम से कम?\", \"response\": \"महंगे में, uh, 80 GSM 84-85 ऐसे ही चलता है।\"}], \"call_summary\": \"The customer, likely a trader, inquired about a 5-7 ton requirement for GI sheets but was unsure of the specific coating grade. The agent skipped the standard pitch structure, jumping directly to qualification. When the customer expressed high price sensitivity, the agent quoted a price range that was deemed high, and the call ended without any next steps.\"}", "error": null, "latency_ms": 42262, "input_tokens": 3749, "output_tokens": 858, "created_at": "2026-09-25 10:45:48", "sentiment": "negative", "sentiment_score": -0.401, "sentiment_confidence": "high", "pos": 4, "neg": 9, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.509, "agent_talk_sec": 25.5, "customer_talk_sec": 24.6, "dead_air_sec": 80.9, "longest_monologue_sec": 4.7, "agent_wpm": 312.9, "interruptions": 0, "agent_turns": 17, "customer_turns": 18, "discovery_qs": 13, "words_agent": 133, "words_customer": 147, "monologue_heavy": 0, "turns": [ { "ucid": "21112178946847382", "idx": 0, "speaker": "customer", "start_s": 1.48, "end_s": 1.88, "text_en": "Hello.", "text_native": "हेलो" }, { "ucid": "21112178946847382", "idx": 1, "speaker": "agent", "start_s": 2.4, "end_s": 4.08, "text_en": "Hello, am I speaking with Wasim Steel?", "text_native": "हेलो, ये वसीम स्टील से बात कर रहे हैं?" }, { "ucid": "21112178946847382", "idx": 2, "speaker": "customer", "start_s": 4.3, "end_s": 4.58, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178946847382", "idx": 3, "speaker": "agent", "start_s": 4.88, "end_s": 6.3, "text_en": "I was calling from JSW One, hello.", "text_native": "JSW One से बात कर रहा था, नमस्कार।" }, { "ucid": "21112178946847382", "idx": 4, "speaker": "customer", "start_s": 6.48, "end_s": 7.08, "text_en": "Hello.", "text_native": "नमस्कार जी।" }, { "ucid": "21112178946847382", "idx": 5, "speaker": "agent", "start_s": 7.46, "end_s": 10.3, "text_en": "Sir, do you have any requirement right now? Are you looking for any steel? HR, CR, anything?", "text_native": "अभी सर जी कोई requirement है अभी? Steel का कुछ देख रहे हैं? HR, CR, anything?" }, { "ucid": "21112178946847382", "idx": 6, "speaker": "customer", "start_s": 10.7, "end_s": 11.5, "text_en": "Do you also have GI?", "text_native": "आपके पास GI भी होता है?" }, { "ucid": "21112178946847382", "idx": 7, "speaker": "agent", "start_s": 11.9, "end_s": 12.18, "text_en": "Yes?", "text_native": "हांजी?" }, { "ucid": "21112178946847382", "idx": 8, "speaker": "customer", "start_s": 12.28, "end_s": 12.98, "text_en": "GP, do you also have GI?", "text_native": "GP, GI भी होता है?" }, { "ucid": "21112178946847382", "idx": 9, "speaker": "agent", "start_s": 13.38, "end_s": 14.1, "text_en": "We have GP. GI GP.", "text_native": "GP होता है। GI GP." }, { "ucid": "21112178946847382", "idx": 10, "speaker": "customer", "start_s": 14.5, "end_s": 14.88, "text_en": "Yes, that one.", "text_native": "हां वही।" }, { "ucid": "21112178946847382", "idx": 11, "speaker": "agent", "start_s": 14.9, "end_s": 15.8, "text_en": "Which GSM do you need?", "text_native": "कौनसा GSM चाहिए?" }, { "ucid": "21112178946847382", "idx": 12, "speaker": "customer", "start_s": 16.3, "end_s": 16.8, "text_en": "2.5 mm.", "text_native": "ढाई mm." }, { "ucid": "21112178946847382", "idx": 13, "speaker": "agent", "start_s": 17.3, "end_s": 17.6, "text_en": "Huh?", "text_native": "हां?" }, { "ucid": "21112178946847382", "idx": 14, "speaker": "customer", "start_s": 17.9, "end_s": 18.8, "text_en": "I need GI sheet.", "text_native": "GI sheet चाहिए मेरेको।" }, { "ucid": "21112178946847382", "idx": 15, "speaker": "agent", "start_s": 19.1, "end_s": 21.6, "text_en": "You need GI sheet in 2.5 mm? What quan- what quantity and what is the coating grade?", "text_native": "GI sheet ढाई mm में चाहिए? कितना quan- कितना quantity और क्या s- वो है coating grade?" }, { "ucid": "21112178946847382", "idx": 16, "speaker": "customer", "start_s": 22.1, "end_s": 24.1, "text_en": "It's five- five or so tons of material, not a big order.", "text_native": "पांच- पांच एक टन माल है, कोई ज्यादा आर्डर नहीं है।" }, { "ucid": "21112178946847382", "idx": 17, "speaker": "agent", "start_s": 24.5, "end_s": 25.0, "text_en": "Five tons?", "text_native": "पांच टन?" }, { "ucid": "21112178946847382", "idx": 18, "speaker": "customer", "start_s": 25.2, "end_s": 26.3, "text_en": "Yes yes, it's five to seven tons of material.", "text_native": "हां हां, पांच-सात टन माल है।" }, { "ucid": "21112178946847382", "idx": 19, "speaker": "agent", "start_s": 26.7, "end_s": 27.6, "text_en": "What coating grade do you need?", "text_native": "Coating grade क्या चाहिए?" }, { "ucid": "21112178946847382", "idx": 20, "speaker": "customer", "start_s": 28.2, "end_s": 29.8, "text_en": "I'll have to ask the client. What is the coating grade in this?", "text_native": "पूछना पड़ेगा client से। Coating grade क्या होता है इसमें?" }, { "ucid": "21112178946847382", "idx": 21, "speaker": "agent", "start_s": 30.1, "end_s": 30.5, "text_en": "Well, in that...", "text_native": "अरे उसमें..." }, { "ucid": "21112178946847382", "idx": 22, "speaker": "customer", "start_s": 30.5, "end_s": 34.1, "text_en": "mainly the party's, the party's order is for 12 gauge, it's 12-14 gauge of GI sheet. That becomes 2.5 mm, right?", "text_native": "mainly party का तो, party का तो order है 12 gauge, 12-14 gauge का है GI sheet का। वो ढाई mm हो गया ना।" }, { "ucid": "21112178946847382", "idx": 23, "speaker": "agent", "start_s": 34.1, "end_s": 38.8, "text_en": "That's the size. I'm asking what coating grade you need? Like there's 80 GSM, 120 GSM, 275 GSM. That much coating is there.", "text_native": "वो तो size हो गया। मैं कह रहा हूं coating grade क्या चाहिए? जैसे 80 GSM होता है, 120 GSM होता है, 275 GSM होता है। इतने की coating होती है।" }, { "ucid": "21112178946847382", "idx": 24, "speaker": "customer", "start_s": 38.9, "end_s": 42.5, "text_en": "What price, what's the difference in pricing? It's mainly about pricing, it's a common order for the party, so they need it as reasonable as possible. So in which one will it be the lowest?", "text_native": "क्या price, pricing का क्या फर्क पड़ता है? mainly pricing है, party को common order है तो reasonable कम से कम चाहिए। तो किस में रहेगा कम से कम?" }, { "ucid": "21112178946847382", "idx": 25, "speaker": "agent", "start_s": 42.8, "end_s": 43.9, "text_en": "Which are the approved brands?", "text_native": "Approved brand कौन कौन से हैं?" }, { "ucid": "21112178946847382", "idx": 26, "speaker": "customer", "start_s": 44.1, "end_s": 46.0, "text_en": "All are approved, local also works, there's no such issue.", "text_native": "Approved सारे हैं, local भी चलता है, वैसा कोई issue नहीं है।" }, { "ucid": "21112178946847382", "idx": 27, "speaker": "agent", "start_s": 46.3, "end_s": 49.1, "text_en": "Hmm, then that won't be possible. Ours, by the way, 80 GSM is the cheapest.", "text_native": "हम्म, तो तो नहीं हो पाएगा वो तो। वो हमारा वैसे 80 GSM सबसे सस्ता रहता है।" }, { "ucid": "21112178946847382", "idx": 28, "speaker": "customer", "start_s": 49.2, "end_s": 49.6, "text_en": "What rate?", "text_native": "क्या rate?" }, { "ucid": "21112178946847382", "idx": 29, "speaker": "agent", "start_s": 49.8, "end_s": 52.8, "text_en": "In the expensive range, uh, 80 GSM runs around 84-85.", "text_native": "महंगे में, uh, 80 GSM 84-85 ऐसे ही चलता है।" }, { "ucid": "21112178946847382", "idx": 30, "speaker": "customer", "start_s": 53.1, "end_s": 55.8, "text_en": "In this and yes.", "text_native": "इसमें और हां।" }, { "ucid": "21112178946847382", "idx": 31, "speaker": "agent", "start_s": 56.2, "end_s": 56.6, "text_en": "It's high.", "text_native": "ज्यादा है।" }, { "ucid": "21112178946847382", "idx": 32, "speaker": "customer", "start_s": 56.8, "end_s": 58.8, "text_en": "80 to 85, meaning it's 80 to 85 in GI.", "text_native": "80 से 85, मतलब 80 to 85 रहता है GI में।" }, { "ucid": "21112178946847382", "idx": 33, "speaker": "agent", "start_s": 58.8, "end_s": 59.9, "text_en": "It depends on your size.", "text_native": "Depend करता है size पे आपके।" }, { "ucid": "21112178946847382", "idx": 34, "speaker": "customer", "start_s": 60.5, "end_s": 61.6, "text_en": "Hmm hmm hmm. Alright, okay.", "text_native": "हम्म हम्म हम्म। ठीक है, okay।" } ], "steps": [ { "ucid": "21112178946847382", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello, am I speaking with Wasim Steel? I was calling from JSW One, hello.", "comment": "The agent identified self and company but failed to ask for permission to speak." }, { "ucid": "21112178946847382", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, do you have any requirement right now? Are you looking for any steel? HR, CR, anything?", "comment": "The agent skipped the hook and jumped directly into a requirement check, which is a form of product dump." }, { "ucid": "21112178946847382", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Which are the approved brands?", "comment": "The agent only asked one of the six required discovery questions, failing to understand the customer's business." }, { "ucid": "21112178946847382", "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; the conversation went straight from qualification to a price point." }, { "ucid": "21112178946847382", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "You need GI sheet in 2.5 mm? What quan- what quantity and what is the coating grade?", "comment": "The agent's qualification attempt was incomplete; he did not ask for width, location, or delivery date." }, { "ucid": "21112178946847382", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Alright, okay.", "comment": "The call ended abruptly after the price discussion with no committed next step from the agent." } ], "objections": [ { "ucid": "21112178946847382", "obj_type": "price", "state": "mishandled", "evidence": "mainly pricing है, party को common order है तो reasonable कम से कम चाहिए। तो किस में रहेगा कम से कम?", "response": "महंगे में, uh, 80 GSM 84-85 ऐसे ही चलता है।" } ], "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": [] }