{ "ucid": "21112178953609381", "call_date": "2026-09-16", "start_time": "2026-09-16 10:51:33", "end_time": "2026-09-16 10:52:46", "duration_sec": 73, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA055a94560734b2fb850ea27e5bf3ab90.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1792, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953609381__DIA055a94560734b2fb850ea27e5bf3ab90.mp3", "audio_bytes": 162648, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 54.216, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello (हेलो)\n[3s] CUSTOMER: Hello (हेलो)\n[4s] AGENT: Hello, am I speaking with Yogesh ji? From KL Technical Solutions? (हेलो योगेश जी बात कर रहे हैं? KL Technical Solution से?)\n[7s] CUSTOMER: No brother, I have left that, KL. (नहीं भैया वो छोड़ दी मैंने तो KL तो।)\n[9s] AGENT: So are you in another firm now, sir? (तो अब दूसरी फॉर्म में हैं क्या सर?)\n[11s] CUSTOMER: Yes, I have come somewhere else. (हां कहीं और आ गया जी मैं।)\n[12s] AGENT: Okay, do you have steel purchasing there as well? (अच्छा वहां पे भी steel purchasing रहती है क्या?)\n[14s] CUSTOMER: Yes, a little bit is required. (हां लगती है थोड़ी बहुत।)\n[16s] AGENT: I mean, I was calling from JSW One. In that, I mean, if you need HR, CR, GP, etc., anything in this new firm, then let me know. (मतलब JSW One से बात कर रहा था मैं। उसमें मतलब HR, CR, GP वगेरा anything आपको अब इस नई फॉर्म में चाहिए रहेगा तो बताइएगा फिर।)\n[21s] CUSTOMER: Sir, your number is saved. Are you Kaustik Kaustik speaking? (सर आपका नंबर सेव है। आप Kaustik Kaustik बोल रहे थे या?)\n[24s] AGENT: No, no, no. (नहीं नहीं नहीं।)\n[24s] AGENT: My name is Sajal. I will send you the card from my number. (मेरा सजल नाम है। मैं आपको कार्ड भेज दूंगा मेरे नंबर से।)\n[28s] CUSTOMER: Okay, okay. (अच्छा अच्छा।)\n[28s] AGENT: So let me know then. (तो बताइएगा फिर।)\n[29s] CUSTOMER: Okay sir. (ठीक है सर।)\n[30s] AGENT: Okay sir. Okay. (ठीक है सर। Okay.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "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": "16 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": "When the customer confirmed he still purchases steel, you should have immediately started discovery to understand his new company's needs, volume, and what they manufacture.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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 the lead, who had moved to a new company. The agent confirmed the contact still purchases steel, but the customer mentioned the requirement is small. The agent failed to conduct any discovery or qualification, ending the call with a generic offer to get in touch if needed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, am I speaking with Yogesh ji? From KL Technical Solutions?\", \"comment\": \"The agent greeted and identified the customer but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if you need HR, CR, GP, etc., anything in this new firm, then let me know.\", \"comment\": \"This is a generic product list, not a specific supply or price hook as required by the playbook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was done to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"do you have steel purchasing there as well?\", \"comment\": \"The agent asked if purchasing exists but did not attempt to qualify a specific requirement (grade, size, qty).\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So let me know then.\", \"comment\": \"The call ended with a vague statement, not a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer confirmed he still purchases steel, you should have immediately started discovery to understand his new company's needs, volume, and what they manufacture.\", \"segment_detected\": \"unknown\", \"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 the lead, who had moved to a new company. The agent confirmed the contact still purchases steel, but the customer mentioned the requirement is small. The agent failed to conduct any discovery or qualification, ending the call with a generic offer to get in touch if needed.\"}", "error": null, "latency_ms": 26975, "input_tokens": 3019, "output_tokens": 724, "created_at": "2026-09-25 12:12:24", "sentiment": "positive", "sentiment_score": 0.214, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.634, "agent_talk_sec": 14.9, "customer_talk_sec": 8.6, "dead_air_sec": 49.5, "longest_monologue_sec": 5.0, "agent_wpm": 322.1, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 4, "words_agent": 80, "words_customer": 35, "monologue_heavy": 0, "turns": [ { "ucid": "21112178953609381", "idx": 0, "speaker": "customer", "start_s": 1.57, "end_s": 2.07, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178953609381", "idx": 1, "speaker": "customer", "start_s": 3.1, "end_s": 3.5, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178953609381", "idx": 2, "speaker": "agent", "start_s": 3.83, "end_s": 6.04, "text_en": "Hello, am I speaking with Yogesh ji? From KL Technical Solutions?", "text_native": "हेलो योगेश जी बात कर रहे हैं? KL Technical Solution से?" }, { "ucid": "21112178953609381", "idx": 3, "speaker": "customer", "start_s": 6.59, "end_s": 8.54, "text_en": "No brother, I have left that, KL.", "text_native": "नहीं भैया वो छोड़ दी मैंने तो KL तो।" }, { "ucid": "21112178953609381", "idx": 4, "speaker": "agent", "start_s": 8.8, "end_s": 10.24, "text_en": "So are you in another firm now, sir?", "text_native": "तो अब दूसरी फॉर्म में हैं क्या सर?" }, { "ucid": "21112178953609381", "idx": 5, "speaker": "customer", "start_s": 10.53, "end_s": 11.58, "text_en": "Yes, I have come somewhere else.", "text_native": "हां कहीं और आ गया जी मैं।" }, { "ucid": "21112178953609381", "idx": 6, "speaker": "agent", "start_s": 11.83, "end_s": 13.5, "text_en": "Okay, do you have steel purchasing there as well?", "text_native": "अच्छा वहां पे भी steel purchasing रहती है क्या?" }, { "ucid": "21112178953609381", "idx": 7, "speaker": "customer", "start_s": 14.06, "end_s": 15.2, "text_en": "Yes, a little bit is required.", "text_native": "हां लगती है थोड़ी बहुत।" }, { "ucid": "21112178953609381", "idx": 8, "speaker": "agent", "start_s": 15.5, "end_s": 20.5, "text_en": "I mean, I was calling from JSW One. In that, I mean, if you need HR, CR, GP, etc., anything in this new firm, then let me know.", "text_native": "मतलब JSW One से बात कर रहा था मैं। उसमें मतलब HR, CR, GP वगेरा anything आपको अब इस नई फॉर्म में चाहिए रहेगा तो बताइएगा फिर।" }, { "ucid": "21112178953609381", "idx": 9, "speaker": "customer", "start_s": 20.83, "end_s": 23.5, "text_en": "Sir, your number is saved. Are you Kaustik Kaustik speaking?", "text_native": "सर आपका नंबर सेव है। आप Kaustik Kaustik बोल रहे थे या?" }, { "ucid": "21112178953609381", "idx": 10, "speaker": "agent", "start_s": 23.6, "end_s": 24.0, "text_en": "No, no, no.", "text_native": "नहीं नहीं नहीं।" }, { "ucid": "21112178953609381", "idx": 11, "speaker": "agent", "start_s": 24.5, "end_s": 27.0, "text_en": "My name is Sajal. I will send you the card from my number.", "text_native": "मेरा सजल नाम है। मैं आपको कार्ड भेज दूंगा मेरे नंबर से।" }, { "ucid": "21112178953609381", "idx": 12, "speaker": "customer", "start_s": 27.5, "end_s": 27.9, "text_en": "Okay, okay.", "text_native": "अच्छा अच्छा।" }, { "ucid": "21112178953609381", "idx": 13, "speaker": "agent", "start_s": 28.0, "end_s": 28.8, "text_en": "So let me know then.", "text_native": "तो बताइएगा फिर।" }, { "ucid": "21112178953609381", "idx": 14, "speaker": "customer", "start_s": 29.0, "end_s": 29.5, "text_en": "Okay sir.", "text_native": "ठीक है सर।" }, { "ucid": "21112178953609381", "idx": 15, "speaker": "agent", "start_s": 29.6, "end_s": 30.5, "text_en": "Okay sir. Okay.", "text_native": "ठीक है सर। Okay." } ], "steps": [ { "ucid": "21112178953609381", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello, am I speaking with Yogesh ji? From KL Technical Solutions?", "comment": "The agent greeted and identified the customer but did not ask for permission to speak." }, { "ucid": "21112178953609381", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "if you need HR, CR, GP, etc., anything in this new firm, then let me know.", "comment": "This is a generic product list, not a specific supply or price hook as required by the playbook." }, { "ucid": "21112178953609381", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked to understand the customer's business, volume, or current suppliers." }, { "ucid": "21112178953609381", "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 because no discovery was done to identify customer needs." }, { "ucid": "21112178953609381", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "do you have steel purchasing there as well?", "comment": "The agent asked if purchasing exists but did not attempt to qualify a specific requirement (grade, size, qty)." }, { "ucid": "21112178953609381", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So let me know then.", "comment": "The call ended with a vague statement, not a committed next step like a quote or a scheduled callback." } ], "objections": [], "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": [] }