{ "ucid": "21112178946988681", "call_date": "2026-09-15", "start_time": "2026-09-15 16:28:06", "end_time": "2026-09-15 16:28:57", "duration_sec": 51, "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/DIA90db3de25f723175345d6ed264ada566.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 33, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946988681__DIA90db3de25f723175345d6ed264ada566.mp3", "audio_bytes": 109944, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 36.648, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Yes sir. (हाँ सर।)\n[3s] AGENT: Hello.\n[3s] CUSTOMER: Yes. (हाँ जी।)\n[4s] AGENT: Am I speaking with Golden Pipes, Golden Pipe Engineering? Manak ji, Manak Chand ji, right? (गोल्डन पाइप्स से बात कर रहे हैं, गोल्डन पाइप इंजीनियरिंग। मनक जी, मनक चंद जी, राइट?)\n[8s] CUSTOMER: Yes, yes. (जी जी।)\n[9s] AGENT: Manak ji, hello, this is Rohit calling from JSW One. Do you have any requirement for HR right now? (मनक जी, नमस्ते, रोहित बात कर रहा था JSW One से। अभी कुछ रिक्वायरमेंट थी क्या HR में?)\n[14s] CUSTOMER: No, there is no requirement for HR. (नहीं, HR में तो रिक्वायरमेंट नहीं है।)\n[18s] AGENT: Okay, okay. Earlier also you had checked or you had asked for a requirement in HR but it didn't get closed. (ओके, ओके। पहले भी आपने चेक कर या फिर HR में आपने रिक्वायरमेंट मांगी थी बट क्लोज नहीं हुआ था।)\n[23s] CUSTOMER: Hmm, no, actually what happened is that project was upcoming, after that it got cancelled, so that's why not. Hmm, okay. (हम्म, नहीं, एक्चुअली में क्या है कि वो प्रोजेक्ट अपकमिंग था उसके बाद वो कैंसिल हो गया तो इस वजह से नहीं। हम्म, ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 9, "connected": 1, "audio_notes": "clear: Some background noise is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "9 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": 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": "You skipped the opening and discovery and went straight to asking for an order. Always start by asking for permission to speak and then use discovery questions to understand the customer's business, even if they don't have an immediate need.", "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 representative from Golden Pipe Engineering to follow up on a previous HR coil inquiry. The agent immediately asked if there was a current requirement. The customer explained that they no longer have the requirement because the associated project was cancelled. The call ended without any further discovery or next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Manak ji, hello, this is Rohit calling from JSW One. Do you have any requirement for HR right now?\", \"comment\": \"The agent identified themself and the customer but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for HR right now?\", \"comment\": \"The agent successfully asked if there was a current requirement, which is the first step of qualification.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the customer explained their situation; no next step was proposed or agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening and discovery and went straight to asking for an order. Always start by asking for permission to speak and then use discovery questions to understand the customer's business, even if they don't have an immediate need.\", \"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 representative from Golden Pipe Engineering to follow up on a previous HR coil inquiry. The agent immediately asked if there was a current requirement. The customer explained that they no longer have the requirement because the associated project was cancelled. The call ended without any further discovery or next steps.\"}", "error": null, "latency_ms": 23259, "input_tokens": 2874, "output_tokens": 717, "created_at": "2026-09-25 10:44:58", "sentiment": "negative", "sentiment_score": -0.371, "sentiment_confidence": "high", "pos": 1, "neg": 8, "lex_hits": 6, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.561, "agent_talk_sec": 13.8, "customer_talk_sec": 10.8, "dead_air_sec": 26.4, "longest_monologue_sec": 4.9, "agent_wpm": 243.5, "interruptions": 0, "agent_turns": 4, "customer_turns": 5, "discovery_qs": 3, "words_agent": 56, "words_customer": 33, "monologue_heavy": 0, "turns": [ { "ucid": "21112178946988681", "idx": 0, "speaker": "customer", "start_s": 1.57, "end_s": 2.1, "text_en": "Yes sir.", "text_native": "हाँ सर।" }, { "ucid": "21112178946988681", "idx": 1, "speaker": "agent", "start_s": 2.57, "end_s": 2.97, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946988681", "idx": 2, "speaker": "customer", "start_s": 3.27, "end_s": 3.67, "text_en": "Yes.", "text_native": "हाँ जी।" }, { "ucid": "21112178946988681", "idx": 3, "speaker": "agent", "start_s": 4.0, "end_s": 8.2, "text_en": "Am I speaking with Golden Pipes, Golden Pipe Engineering? Manak ji, Manak Chand ji, right?", "text_native": "गोल्डन पाइप्स से बात कर रहे हैं, गोल्डन पाइप इंजीनियरिंग। मनक जी, मनक चंद जी, राइट?" }, { "ucid": "21112178946988681", "idx": 4, "speaker": "customer", "start_s": 8.5, "end_s": 8.9, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178946988681", "idx": 5, "speaker": "agent", "start_s": 9.2, "end_s": 13.5, "text_en": "Manak ji, hello, this is Rohit calling from JSW One. Do you have any requirement for HR right now?", "text_native": "मनक जी, नमस्ते, रोहित बात कर रहा था JSW One से। अभी कुछ रिक्वायरमेंट थी क्या HR में?" }, { "ucid": "21112178946988681", "idx": 6, "speaker": "customer", "start_s": 14.5, "end_s": 17.5, "text_en": "No, there is no requirement for HR.", "text_native": "नहीं, HR में तो रिक्वायरमेंट नहीं है।" }, { "ucid": "21112178946988681", "idx": 7, "speaker": "agent", "start_s": 17.9, "end_s": 22.8, "text_en": "Okay, okay. Earlier also you had checked or you had asked for a requirement in HR but it didn't get closed.", "text_native": "ओके, ओके। पहले भी आपने चेक कर या फिर HR में आपने रिक्वायरमेंट मांगी थी बट क्लोज नहीं हुआ था।" }, { "ucid": "21112178946988681", "idx": 8, "speaker": "customer", "start_s": 23.0, "end_s": 29.5, "text_en": "Hmm, no, actually what happened is that project was upcoming, after that it got cancelled, so that's why not. Hmm, okay.", "text_native": "हम्म, नहीं, एक्चुअली में क्या है कि वो प्रोजेक्ट अपकमिंग था उसके बाद वो कैंसिल हो गया तो इस वजह से नहीं। हम्म, ठीक है।" } ], "steps": [ { "ucid": "21112178946988681", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Manak ji, hello, this is Rohit calling from JSW One. Do you have any requirement for HR right now?", "comment": "The agent identified themself and the customer but failed to ask for permission to speak." }, { "ucid": "21112178946988681", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178946988681", "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 suppliers." }, { "ucid": "21112178946988681", "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." }, { "ucid": "21112178946988681", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement for HR right now?", "comment": "The agent successfully asked if there was a current requirement, which is the first step of qualification." }, { "ucid": "21112178946988681", "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 abruptly after the customer explained their situation; no next step was proposed or agreed upon." } ], "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": [ "rejection" ] }