{ "ucid": "21112178953805041", "call_date": "2026-09-16", "start_time": "2026-09-16 11:24:10", "end_time": "2026-09-16 11:36:24", "duration_sec": 734, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA744c4899b971364f18d3d90eb680fa0a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1779, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953805041__DIA744c4899b971364f18d3d90eb680fa0a.mp3", "audio_bytes": 2094984, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 698.328, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello? (हेलो?)\n[3s] CUSTOMER: Hello? (हेलो?)\n[4s] AGENT: Yes. Good morning sir, I am Ronak calling from JSW One, Puneet ji. Are you having any requirement for HR sheets or coils right now? (हां जी। गुड मॉर्निंग सर, रौनक रौनक से बात कर रहा हूं JSW One से, पुनीत जी। कुछ रिक्वायरमेंट आ रही है अभी आपको HR शीट्स का कॉइल्स में?)\n[9s] CUSTOMER: Sir, I had one, where are you calling from? (सर आई थी, आप कहां से बात कर रहे हो?)\n[11s] AGENT: I am calling from JSW, from the Mumbai headquarters right now, sir. (मैं JSW से बात कर रहा हूं, मुंबई हेडक्वार्टर से अभी सर।)\n[14s] CUSTOMER: Sir, I had spoken to someone from your side, what's his name? Is there someone named Abdul Abdul? (सर आपके इधर से किसी से बात हुई थी, वो क्या नाम है? अब्दुल अब्दुल करके कोई है?)\n[17s] AGENT: Yes, he is my colleague, sir. (हां, मेरे कलीग है सर वो।)\n[19s] AGENT: I was seeing that your transactions haven't happened. Your inquiry was raised quite some time ago. So some issue (मैं देख रहा था आपके ट्रांजैक्शंस हुए नहीं है। काफी टाइम आपकी इंक्वायरी रेज करी गई थी। तो कुछ इशू)\n[23s] CUSTOMER: No, yesterday... does he come under you or are you under him? (नहीं कल आपके वो नीचे आते हैं कि आपके ऊपर आते हैं वो?)\n[25s] AGENT: He is my colleague, sir, he is in our team. I am a manager, sir. (मेरे कलीग ही है सर, हमारी टीम में ही है। मैनेजर हूं मैं सर।)\n[28s] CUSTOMER: You are at a higher level than him, right? I mean you? (आप आप उनसे हाई लेवल पे आते हो ना मतलब आप?)\n[30s] AGENT: Yes, you can say that. Our work is all equal for now. (यस, बोल सकते हैं। इक्वल हमारा सबका काम तो फिलहाल)\n[33s] CUSTOMER: I had finalized a 6 mm coil with him the day before yesterday, sir. Yesterday he backed out on the rate, saying the rate has increased. (मैंने उनको सर परसों सर 6 mm की कॉइल का डन करा था, वो कल घूम गए रेट करके कि रेट प्लस हो गया है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: There is some background call center noise, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": "The call was immediately derailed by a customer complaint, but your opening needs to be stronger: always ask for permission before jumping into business.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called a previous lead to follow up. The customer immediately raised a serious complaint that another JSW agent had backed out of a finalized deal for a 6mm coil due to a price increase. The call ended with this complaint on the table, before any new discovery or sales process could begin.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Good morning sir, I am Ronak calling from JSW One, Puneet ji. Are you having any requirement for HR sheets or coils right now?\", \"comment\": \"Agent did not ask if it was a good time to talk, jumping directly to a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; instead of leading with a supply/price signal, he asked for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was immediately derailed by a customer complaint before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent attempted to ask about a requirement, but the call ended before any specific details could be captured.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly on the customer's complaint, so no next step was established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The call was immediately derailed by a customer complaint, but your opening needs to be stronger: always ask for permission before jumping into business.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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\": \"price\", \"state\": \"raised\", \"evidence\": \"Yesterday he backed out on the rate, saying the rate has increased.\", \"response\": \"\"}], \"call_summary\": \"The agent called a previous lead to follow up. The customer immediately raised a serious complaint that another JSW agent had backed out of a finalized deal for a 6mm coil due to a price increase. The call ended with this complaint on the table, before any new discovery or sales process could begin.\"}", "error": null, "latency_ms": 35818, "input_tokens": 3134, "output_tokens": 753, "created_at": "2026-09-25 12:11:54", "sentiment": "neutral", "sentiment_score": -0.12, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.581, "agent_talk_sec": 19.1, "customer_talk_sec": 13.8, "dead_air_sec": 701.1, "longest_monologue_sec": 5.7, "agent_wpm": 282.7, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 2, "words_agent": 90, "words_customer": 79, "monologue_heavy": 0, "turns": [ { "ucid": "21112178953805041", "idx": 0, "speaker": "customer", "start_s": 1.8, "end_s": 2.25, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178953805041", "idx": 1, "speaker": "agent", "start_s": 2.4, "end_s": 2.75, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178953805041", "idx": 2, "speaker": "customer", "start_s": 3.4, "end_s": 3.8, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178953805041", "idx": 3, "speaker": "agent", "start_s": 4.0, "end_s": 9.1, "text_en": "Yes. Good morning sir, I am Ronak calling from JSW One, Puneet ji. Are you having any requirement for HR sheets or coils right now?", "text_native": "हां जी। गुड मॉर्निंग सर, रौनक रौनक से बात कर रहा हूं JSW One से, पुनीत जी। कुछ रिक्वायरमेंट आ रही है अभी आपको HR शीट्स का कॉइल्स में?" }, { "ucid": "21112178953805041", "idx": 4, "speaker": "customer", "start_s": 9.1, "end_s": 11.2, "text_en": "Sir, I had one, where are you calling from?", "text_native": "सर आई थी, आप कहां से बात कर रहे हो?" }, { "ucid": "21112178953805041", "idx": 5, "speaker": "agent", "start_s": 11.2, "end_s": 13.6, "text_en": "I am calling from JSW, from the Mumbai headquarters right now, sir.", "text_native": "मैं JSW से बात कर रहा हूं, मुंबई हेडक्वार्टर से अभी सर।" }, { "ucid": "21112178953805041", "idx": 6, "speaker": "customer", "start_s": 13.8, "end_s": 17.2, "text_en": "Sir, I had spoken to someone from your side, what's his name? Is there someone named Abdul Abdul?", "text_native": "सर आपके इधर से किसी से बात हुई थी, वो क्या नाम है? अब्दुल अब्दुल करके कोई है?" }, { "ucid": "21112178953805041", "idx": 7, "speaker": "agent", "start_s": 17.2, "end_s": 18.6, "text_en": "Yes, he is my colleague, sir.", "text_native": "हां, मेरे कलीग है सर वो।" }, { "ucid": "21112178953805041", "idx": 8, "speaker": "agent", "start_s": 18.9, "end_s": 23.2, "text_en": "I was seeing that your transactions haven't happened. Your inquiry was raised quite some time ago. So some issue", "text_native": "मैं देख रहा था आपके ट्रांजैक्शंस हुए नहीं है। काफी टाइम आपकी इंक्वायरी रेज करी गई थी। तो कुछ इशू" }, { "ucid": "21112178953805041", "idx": 9, "speaker": "customer", "start_s": 23.2, "end_s": 24.9, "text_en": "No, yesterday... does he come under you or are you under him?", "text_native": "नहीं कल आपके वो नीचे आते हैं कि आपके ऊपर आते हैं वो?" }, { "ucid": "21112178953805041", "idx": 10, "speaker": "agent", "start_s": 25.1, "end_s": 27.8, "text_en": "He is my colleague, sir, he is in our team. I am a manager, sir.", "text_native": "मेरे कलीग ही है सर, हमारी टीम में ही है। मैनेजर हूं मैं सर।" }, { "ucid": "21112178953805041", "idx": 11, "speaker": "customer", "start_s": 28.1, "end_s": 29.9, "text_en": "You are at a higher level than him, right? I mean you?", "text_native": "आप आप उनसे हाई लेवल पे आते हो ना मतलब आप?" }, { "ucid": "21112178953805041", "idx": 12, "speaker": "agent", "start_s": 30.2, "end_s": 33.0, "text_en": "Yes, you can say that. Our work is all equal for now.", "text_native": "यस, बोल सकते हैं। इक्वल हमारा सबका काम तो फिलहाल" }, { "ucid": "21112178953805041", "idx": 13, "speaker": "customer", "start_s": 33.0, "end_s": 37.0, "text_en": "I had finalized a 6 mm coil with him the day before yesterday, sir. Yesterday he backed out on the rate, saying the rate has increased.", "text_native": "मैंने उनको सर परसों सर 6 mm की कॉइल का डन करा था, वो कल घूम गए रेट करके कि रेट प्लस हो गया है।" } ], "steps": [ { "ucid": "21112178953805041", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Good morning sir, I am Ronak calling from JSW One, Puneet ji. Are you having any requirement for HR sheets or coils right now?", "comment": "Agent did not ask if it was a good time to talk, jumping directly to a requirement question." }, { "ucid": "21112178953805041", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not deliver a hook; instead of leading with a supply/price signal, he asked for a requirement." }, { "ucid": "21112178953805041", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was immediately derailed by a customer complaint before any discovery questions could be asked." }, { "ucid": "21112178953805041", "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 no USPs were pitched." }, { "ucid": "21112178953805041", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent attempted to ask about a requirement, but the call ended before any specific details could be captured." }, { "ucid": "21112178953805041", "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 on the customer's complaint, so no next step was established." } ], "objections": [ { "ucid": "21112178953805041", "obj_type": "price", "state": "raised", "evidence": "Yesterday he backed out on the rate, saying the rate has increased.", "response": "" } ], "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": [] }