{ "ucid": "21112178946949721", "call_date": "2026-09-15", "start_time": "2026-09-15 16:21:37", "end_time": "2026-09-15 16:23:32", "duration_sec": 115, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9f13bad32446b32e745c256eb07a0b03.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 35, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946949721__DIA9f13bad32446b32e745c256eb07a0b03.mp3", "audio_bytes": 323136, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 107.712, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] UNKNOWN: If you record your name and reason for calling, I'll see if this person is available.\n[11s] AGENT: Hi Narayan, Rohit here from JSW One platform.\n[14s] CUSTOMER: Yeah, of CR structure... (Yeah, CR structure ka...)\n[16s] UNKNOWN: Thanks. Please stay on the line.\n[18s] CUSTOMER: Why won't it happen, I don't know, it won't fill. (ಯಾಕೆ ಆಗಲ್ಲ ಗೊತ್ತೇ ತುಂಬಲ್ಲ.)\n[20s] CUSTOMER: Hello?\n[21s] AGENT: Hello.\n[22s] CUSTOMER: Hello.\n[22s] AGENT: Yes Narayan?\n[23s] CUSTOMER: Yeah.\n[24s] AGENT: Yeah, hi Narayan, Rohit here from JSW One platform.\n[26s] CUSTOMER: Yes, hi, yes, how are you? (Ha, hi, yes, how are you?)\n[27s] AGENT: Yeah, yeah, I'm good. How are you?\n[29s] CUSTOMER: We are doing good sir, thank you. Tell me sir.\n[30s] AGENT: Yeah, Narayan, any, just wanted to know if there is any requirement right now in MS steel?\n[33s] CUSTOMER: Because, uh, like right now this is, uh, actually first week only we we are scheduling the material.\n[38s] AGENT: Okay.\n[38s] CUSTOMER: So now already scheduled. Uh, I will check and let you know sir.\n[42s] AGENT: Uh, from tomorrow, see, there was one news like I wanted to also share. Uh, from tomorrow onwards the rates will be going very high. So, like there will be a hike of 2.5 rupees, 2 to 2.5 rupees approximately. Especially in Karnataka region.\n[49s] CUSTOMER: Oh.\n[50s] AGENT: And the other regions like Mumbai, Maharashtra and Delhi, the rates have already increased.\n[53s] CUSTOMER: Hm hm.\n[53s] AGENT: So you can just check it through it. Just because we have our plant in Bellary district, we have kept the rates constant in Karnataka.\n[58s] CUSTOMER: Yes, yes, yes.\n[59s] AGENT: So in case, uh, you want to close something today, we can cater it. Yeah.\n[63s] CUSTOMER: Okay, I'll do one thing sir, give...\n[65s] AGENT: Sorry, your voice is breaking.\n[67s] CUSTOMER: Hello.\n[68s] AGENT: Okay, thank you.\n[69s] CUSTOMER: Yeah, yeah, thank you.", "language": "English", "languages": "[\"English\", \"Hindi\", \"Kannada\"]", "turn_count": 30, "connected": 1, "audio_notes": "noisy: Background chatter is present on both sides, particularly in a call-center environment for the agent, but the main conversation remains intelligible.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "30 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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You must ask discovery questions to understand the customer's business before you can effectively pitch or create urgency.", "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 manufacturing customer to check for an MS steel requirement. The customer advised they had already scheduled their material for the week. The agent attempted to create urgency by announcing an imminent price hike, but did not conduct any discovery or establish a concrete next step before the call ended.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak or if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"from tomorrow onwards the rates will be going very high. So, like there will be a hike of 2.5 rupees, 2 to 2.5 rupees approximately.\", \"comment\": \"The agent successfully used an imminent price hike as a hook to create urgency.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation was limited to the price signal.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"just wanted to know if there is any requirement right now in MS steel?\", \"comment\": \"The agent successfully asked if there was a current requirement, which the customer confirmed they did not have.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a committed next step, such as a scheduled callback or a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must ask discovery questions to understand the customer's business before you can effectively pitch or create urgency.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"So now already scheduled. Uh, I will check and let you know sir.\", \"response\": \"Uh, from tomorrow, see, there was one news like I wanted to also share. Uh, from tomorrow onwards the rates will be going very high.\"}], \"call_summary\": \"The agent contacted a manufacturing customer to check for an MS steel requirement. The customer advised they had already scheduled their material for the week. The agent attempted to create urgency by announcing an imminent price hike, but did not conduct any discovery or establish a concrete next step before the call ended.\"}", "error": null, "latency_ms": 39413, "input_tokens": 3195, "output_tokens": 798, "created_at": "2026-09-25 10:45:22", "sentiment": "positive", "sentiment_score": 0.455, "sentiment_confidence": "high", "pos": 14, "neg": 1, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.617, "agent_talk_sec": 28.2, "customer_talk_sec": 17.5, "dead_air_sec": 69.3, "longest_monologue_sec": 7.0, "agent_wpm": 325.5, "interruptions": 0, "agent_turns": 13, "customer_turns": 15, "discovery_qs": 3, "words_agent": 153, "words_customer": 82, "monologue_heavy": 0, "turns": [ { "ucid": "21112178946949721", "idx": 0, "speaker": "unknown", "start_s": 4.88, "end_s": 8.31, "text_en": "If you record your name and reason for calling, I'll see if this person is available.", "text_native": "If you record your name and reason for calling, I'll see if this person is available." }, { "ucid": "21112178946949721", "idx": 1, "speaker": "agent", "start_s": 11.118, "end_s": 13.328, "text_en": "Hi Narayan, Rohit here from JSW One platform.", "text_native": "Hi Narayan, Rohit here from JSW One platform." }, { "ucid": "21112178946949721", "idx": 2, "speaker": "customer", "start_s": 13.698, "end_s": 15.118, "text_en": "Yeah, of CR structure...", "text_native": "Yeah, CR structure ka..." }, { "ucid": "21112178946949721", "idx": 3, "speaker": "unknown", "start_s": 15.628, "end_s": 17.328, "text_en": "Thanks. Please stay on the line.", "text_native": "Thanks. Please stay on the line." }, { "ucid": "21112178946949721", "idx": 4, "speaker": "customer", "start_s": 18.31, "end_s": 19.7, "text_en": "Why won't it happen, I don't know, it won't fill.", "text_native": "ಯಾಕೆ ಆಗಲ್ಲ ಗೊತ್ತೇ ತುಂಬಲ್ಲ." }, { "ucid": "21112178946949721", "idx": 5, "speaker": "customer", "start_s": 20.46, "end_s": 20.9, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178946949721", "idx": 6, "speaker": "agent", "start_s": 21.21, "end_s": 21.54, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946949721", "idx": 7, "speaker": "customer", "start_s": 21.7, "end_s": 22.1, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946949721", "idx": 8, "speaker": "agent", "start_s": 22.34, "end_s": 22.84, "text_en": "Yes Narayan?", "text_native": "Yes Narayan?" }, { "ucid": "21112178946949721", "idx": 9, "speaker": "customer", "start_s": 23.14, "end_s": 23.44, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178946949721", "idx": 10, "speaker": "agent", "start_s": 23.8, "end_s": 25.54, "text_en": "Yeah, hi Narayan, Rohit here from JSW One platform.", "text_native": "Yeah, hi Narayan, Rohit here from JSW One platform." }, { "ucid": "21112178946949721", "idx": 11, "speaker": "customer", "start_s": 25.9, "end_s": 27.04, "text_en": "Yes, hi, yes, how are you?", "text_native": "Ha, hi, yes, how are you?" }, { "ucid": "21112178946949721", "idx": 12, "speaker": "agent", "start_s": 27.3, "end_s": 28.34, "text_en": "Yeah, yeah, I'm good. How are you?", "text_native": "Yeah, yeah, I'm good. How are you?" }, { "ucid": "21112178946949721", "idx": 13, "speaker": "customer", "start_s": 28.64, "end_s": 30.04, "text_en": "We are doing good sir, thank you. Tell me sir.", "text_native": "We are doing good sir, thank you. Tell me sir." }, { "ucid": "21112178946949721", "idx": 14, "speaker": "agent", "start_s": 30.24, "end_s": 33.04, "text_en": "Yeah, Narayan, any, just wanted to know if there is any requirement right now in MS steel?", "text_native": "Yeah, Narayan, any, just wanted to know if there is any requirement right now in MS steel?" }, { "ucid": "21112178946949721", "idx": 15, "speaker": "customer", "start_s": 33.34, "end_s": 37.54, "text_en": "Because, uh, like right now this is, uh, actually first week only we we are scheduling the material.", "text_native": "Because, uh, like right now this is, uh, actually first week only we we are scheduling the material." }, { "ucid": "21112178946949721", "idx": 16, "speaker": "agent", "start_s": 37.8, "end_s": 38.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178946949721", "idx": 17, "speaker": "customer", "start_s": 38.3, "end_s": 41.04, "text_en": "So now already scheduled. Uh, I will check and let you know sir.", "text_native": "So now already scheduled. Uh, I will check and let you know sir." }, { "ucid": "21112178946949721", "idx": 18, "speaker": "agent", "start_s": 41.54, "end_s": 48.54, "text_en": "Uh, from tomorrow, see, there was one news like I wanted to also share. Uh, from tomorrow onwards the rates will be going very high. So, like there will be a hike of 2.5 rupees, 2 to 2.5 rupees approximately. Especially in Karnataka region.", "text_native": "Uh, from tomorrow, see, there was one news like I wanted to also share. Uh, from tomorrow onwards the rates will be going very high. So, like there will be a hike of 2.5 rupees, 2 to 2.5 rupees approximately. Especially in Karnataka region." }, { "ucid": "21112178946949721", "idx": 19, "speaker": "customer", "start_s": 48.64, "end_s": 49.04, "text_en": "Oh.", "text_native": "Oh." }, { "ucid": "21112178946949721", "idx": 20, "speaker": "agent", "start_s": 49.54, "end_s": 52.54, "text_en": "And the other regions like Mumbai, Maharashtra and Delhi, the rates have already increased.", "text_native": "And the other regions like Mumbai, Maharashtra and Delhi, the rates have already increased." }, { "ucid": "21112178946949721", "idx": 21, "speaker": "customer", "start_s": 52.84, "end_s": 53.14, "text_en": "Hm hm.", "text_native": "Hm hm." }, { "ucid": "21112178946949721", "idx": 22, "speaker": "agent", "start_s": 53.34, "end_s": 58.04, "text_en": "So you can just check it through it. Just because we have our plant in Bellary district, we have kept the rates constant in Karnataka.", "text_native": "So you can just check it through it. Just because we have our plant in Bellary district, we have kept the rates constant in Karnataka." }, { "ucid": "21112178946949721", "idx": 23, "speaker": "customer", "start_s": 58.14, "end_s": 58.64, "text_en": "Yes, yes, yes.", "text_native": "Yes, yes, yes." }, { "ucid": "21112178946949721", "idx": 24, "speaker": "agent", "start_s": 58.74, "end_s": 61.24, "text_en": "So in case, uh, you want to close something today, we can cater it. Yeah.", "text_native": "So in case, uh, you want to close something today, we can cater it. Yeah." }, { "ucid": "21112178946949721", "idx": 25, "speaker": "customer", "start_s": 62.54, "end_s": 64.04, "text_en": "Okay, I'll do one thing sir, give...", "text_native": "Okay, I'll do one thing sir, give..." }, { "ucid": "21112178946949721", "idx": 26, "speaker": "agent", "start_s": 64.84, "end_s": 65.84, "text_en": "Sorry, your voice is breaking.", "text_native": "Sorry, your voice is breaking." }, { "ucid": "21112178946949721", "idx": 27, "speaker": "customer", "start_s": 66.84, "end_s": 67.24, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946949721", "idx": 28, "speaker": "agent", "start_s": 67.84, "end_s": 68.84, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." }, { "ucid": "21112178946949721", "idx": 29, "speaker": "customer", "start_s": 69.04, "end_s": 70.04, "text_en": "Yeah, yeah, thank you.", "text_native": "Yeah, yeah, thank you." } ], "steps": [ { "ucid": "21112178946949721", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak or if it was a good time to talk." }, { "ucid": "21112178946949721", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "from tomorrow onwards the rates will be going very high. So, like there will be a hike of 2.5 rupees, 2 to 2.5 rupees approximately.", "comment": "The agent successfully used an imminent price hike as a hook to create urgency." }, { "ucid": "21112178946949721", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, volume, or current suppliers." }, { "ucid": "21112178946949721", "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 conversation was limited to the price signal." }, { "ucid": "21112178946949721", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "just wanted to know if there is any requirement right now in MS steel?", "comment": "The agent successfully asked if there was a current requirement, which the customer confirmed they did not have." }, { "ucid": "21112178946949721", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without a committed next step, such as a scheduled callback or a quote." } ], "objections": [ { "ucid": "21112178946949721", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "So now already scheduled. Uh, I will check and let you know sir.", "response": "Uh, from tomorrow, see, there was one news like I wanted to also share. Uh, from tomorrow onwards the rates will be going very high." } ], "missed_steps": [ "SL1 Opener & permission", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }