{ "ucid": "21112178953845641", "call_date": "2026-09-16", "start_time": "2026-09-16 11:30:56", "end_time": "2026-09-16 11:32:46", "duration_sec": 110, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Call_back_later", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA45718274d07564401e7b1116adb01ea2.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1777, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953845641__DIA45718274d07564401e7b1116adb01ea2.mp3", "audio_bytes": 247968, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 82.656, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (हॅलो.)\n[3s] AGENT: Hello. (हॅलो.)\n[4s] AGENT: Nirav sir, good morning. Sudip speaking from JSW One, Amesa ni Bandra. (निरव सर, गुड मॉर्निंग. सुदीप बोलतोय JSW One, अमेसा नी बांद्रा.)\n[7s] CUSTOMER: Yes, speak. (हां, बोला.)\n[8s] AGENT: Your company, Amoria Group of Builder, was registered on our portal for Jalgaon, sir. (तुमची कंपनी अमोरिया ग्रुप ऑफ बिल्डर रजिस्टर्ड होती सर पोर्टलवर आपल्या जळगावसाठी.)\n[12s] CUSTOMER: Yes, yes. (हो हो.)\n[13s] AGENT: I had called regarding a steel purchase. It's been almost two years since your registration. But from your side, sir, we are not getting any inquiry and not getting any order for any material. (Steel purchase संदर्भात फोन केला होता मी. तुमची रजिस्ट्रेशन होऊन आज नाही नाही म्हटलं तरी दोन वर्ष होऊन जातील. पण आपल्याकडनं सर inquiry पण येत नाहीये आणि order पण येत नाहीये सर कोणत्या material ची.)\n[22s] CUSTOMER: I had given it once or twice before, there was a Tejas sir from your side. (मी एक दोन वेळेस अगोदर दिलेली होती, ते तेजस सर होते तुमचे तिथे.)\n[25s] AGENT: Correct, correct. (बरोबर, बरोबर.)\n[26s] CUSTOMER: Correct, but at that time it didn't work out because of the delivery timing. (बरोबर, पण त्यावेळेस ते delivery timing च्या हिशोबाने नाही जमलं होतं ते.)\n[30s] AGENT: Okay, okay, okay, understood. (ओके, ओके, ओके, समजलं.)\n[31s] CUSTOMER: Yes, now what... now that... (हा, आता काय... आता ते...)\n[32s] AGENT: When it comes, I will do this for you, forward it. (आली की मी तुम्हाला एकदा हे करतो, फॉरवर्ड.)\n[34s] CUSTOMER: We'll see. (बघून घेऊ आपण.)\n[35s] AGENT: What I'll do, Nirav sir, is I'll send my number, the WhatsApp number, to your number. This number of yours is not on WhatsApp, it's this one, right, 9803, ending in 485. (मी काय करतो निरव सर, तुम्हाला माझा नंबर जो आहे ना, WhatsApp नंबर, तो टाकून ठेवतो तुमच्या नंबरवर. तुमचा हा नंबर WhatsApp वर नाहीये, हा वाला आहे ना, 9803 लास्टला 485 आहे.)\n[44s] CUSTOMER: Correct. (बरोबर.)\n[45s] AGENT: Yes, I'll put my details on that. Currently, I have called you from the system's number, okay? (हा, मी त्याच्यावर माझे डिटेल्स टाकून ठेवतो. सध्या सिस्टमच्या नंबरनी फोन केला तुम्हाला, ओके?)\n[48s] CUSTOMER: Will do. (चालेल.)\n[49s] AGENT: So whenever the requirement goes live, you connect with me. (तर जेव्हा requirement live होईल ना, तेव्हा तुम्ही कनेक्ट करा माझ्याशी.)\n[52s] CUSTOMER: Yes. (हो.)\n[52s] AGENT: Can you give me an approximate tentative date? So I can schedule a follow-up call accordingly. (एक साधारणतः कधीपर्यंत tentative date देता का मला? म्हणजे मी तसा follow-up call ठेवतो.)\n[56s] CUSTOMER: It will come by month end. (Month end पर्यंत येईल.)\n[58s] AGENT: By this month end? Okay, fine, will do. I'll call you on the 25th, okay? (या month end पर्यंत? ओके, ठीक आहे, चालेल. मी एक 25 तारखेला फोन करतो तुम्हाला, ओके?)\n[62s] CUSTOMER: Yes yes, will do. (हो हो, चालेल.)\n[63s] AGENT: Okay, thank you. (ठीक आहे, थँक्यू.)\n[64s] CUSTOMER: Thank you. (थँक्यू.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: Some background office noise is present on the agent's side but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "While you successfully secured a callback, you missed the chance to understand the customer's business by not asking any discovery questions about their manufacturing, volume, or past issues.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "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": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a past lead from a construction group. The customer recalled a previous negative experience with JSW due to delivery timing. The agent did not perform discovery or pitch any products, but did successfully schedule a callback for the 25th of the month when the customer expects a new requirement.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Nirav sir, good morning. Sudip speaking from JSW One, Amesa ni Bandra.\", \"comment\": \"Agent successfully greeted, used the customer's name, and identified JSW One.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"It's been almost two years since your registration. But from your side, sir, we are not getting any inquiry and not getting any order for any material.\", \"comment\": \"Agent did not lead with a supply or price hook, instead using a generic relationship management opening.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, material needs, or procurement process.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs, as no discovery was performed to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So whenever the requirement goes live, you connect with me.\", \"comment\": \"Agent asked if a requirement exists but failed to capture any specific details like grade, size, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll call you on the 25th, okay?\", \"comment\": \"Agent successfully scheduled a specific and committed next step for a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"While you successfully secured a callback, you missed the chance to understand the customer's business by not asking any discovery questions about their manufacturing, volume, or past issues.\", \"segment_detected\": \"construction\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"at that time it didn't work out because of the delivery timing.\", \"response\": \"Okay, okay, okay, understood.\"}], \"call_summary\": \"The agent contacted a past lead from a construction group. The customer recalled a previous negative experience with JSW due to delivery timing. The agent did not perform discovery or pitch any products, but did successfully schedule a callback for the 25th of the month when the customer expects a new requirement.\"}", "error": null, "latency_ms": 30775, "input_tokens": 3519, "output_tokens": 821, "created_at": "2026-09-25 12:11:49", "sentiment": "positive", "sentiment_score": 0.526, "sentiment_confidence": "high", "pos": 8, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.764, "agent_talk_sec": 42.2, "customer_talk_sec": 13.0, "dead_air_sec": 54.8, "longest_monologue_sec": 9.0, "agent_wpm": 244.5, "interruptions": 0, "agent_turns": 13, "customer_turns": 13, "discovery_qs": 4, "words_agent": 172, "words_customer": 58, "monologue_heavy": 1, "turns": [ { "ucid": "21112178953845641", "idx": 0, "speaker": "customer", "start_s": 1.93, "end_s": 2.48, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178953845641", "idx": 1, "speaker": "agent", "start_s": 3.04, "end_s": 3.44, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178953845641", "idx": 2, "speaker": "agent", "start_s": 3.66, "end_s": 6.8, "text_en": "Nirav sir, good morning. Sudip speaking from JSW One, Amesa ni Bandra.", "text_native": "निरव सर, गुड मॉर्निंग. सुदीप बोलतोय JSW One, अमेसा नी बांद्रा." }, { "ucid": "21112178953845641", "idx": 3, "speaker": "customer", "start_s": 7.4, "end_s": 7.84, "text_en": "Yes, speak.", "text_native": "हां, बोला." }, { "ucid": "21112178953845641", "idx": 4, "speaker": "agent", "start_s": 8.24, "end_s": 12.2, "text_en": "Your company, Amoria Group of Builder, was registered on our portal for Jalgaon, sir.", "text_native": "तुमची कंपनी अमोरिया ग्रुप ऑफ बिल्डर रजिस्टर्ड होती सर पोर्टलवर आपल्या जळगावसाठी." }, { "ucid": "21112178953845641", "idx": 5, "speaker": "customer", "start_s": 12.3, "end_s": 12.66, "text_en": "Yes, yes.", "text_native": "हो हो." }, { "ucid": "21112178953845641", "idx": 6, "speaker": "agent", "start_s": 12.8, "end_s": 21.84, "text_en": "I had called regarding a steel purchase. It's been almost two years since your registration. But from your side, sir, we are not getting any inquiry and not getting any order for any material.", "text_native": "Steel purchase संदर्भात फोन केला होता मी. तुमची रजिस्ट्रेशन होऊन आज नाही नाही म्हटलं तरी दोन वर्ष होऊन जातील. पण आपल्याकडनं सर inquiry पण येत नाहीये आणि order पण येत नाहीये सर कोणत्या material ची." }, { "ucid": "21112178953845641", "idx": 7, "speaker": "customer", "start_s": 22.2, "end_s": 25.28, "text_en": "I had given it once or twice before, there was a Tejas sir from your side.", "text_native": "मी एक दोन वेळेस अगोदर दिलेली होती, ते तेजस सर होते तुमचे तिथे." }, { "ucid": "21112178953845641", "idx": 8, "speaker": "agent", "start_s": 25.36, "end_s": 25.88, "text_en": "Correct, correct.", "text_native": "बरोबर, बरोबर." }, { "ucid": "21112178953845641", "idx": 9, "speaker": "customer", "start_s": 26.0, "end_s": 29.28, "text_en": "Correct, but at that time it didn't work out because of the delivery timing.", "text_native": "बरोबर, पण त्यावेळेस ते delivery timing च्या हिशोबाने नाही जमलं होतं ते." }, { "ucid": "21112178953845641", "idx": 10, "speaker": "agent", "start_s": 29.6, "end_s": 30.88, "text_en": "Okay, okay, okay, understood.", "text_native": "ओके, ओके, ओके, समजलं." }, { "ucid": "21112178953845641", "idx": 11, "speaker": "customer", "start_s": 31.28, "end_s": 32.4, "text_en": "Yes, now what... now that...", "text_native": "हा, आता काय... आता ते..." }, { "ucid": "21112178953845641", "idx": 12, "speaker": "agent", "start_s": 32.5, "end_s": 34.28, "text_en": "When it comes, I will do this for you, forward it.", "text_native": "आली की मी तुम्हाला एकदा हे करतो, फॉरवर्ड." }, { "ucid": "21112178953845641", "idx": 13, "speaker": "customer", "start_s": 34.36, "end_s": 35.08, "text_en": "We'll see.", "text_native": "बघून घेऊ आपण." }, { "ucid": "21112178953845641", "idx": 14, "speaker": "agent", "start_s": 35.28, "end_s": 43.28, "text_en": "What I'll do, Nirav sir, is I'll send my number, the WhatsApp number, to your number. This number of yours is not on WhatsApp, it's this one, right, 9803, ending in 485.", "text_native": "मी काय करतो निरव सर, तुम्हाला माझा नंबर जो आहे ना, WhatsApp नंबर, तो टाकून ठेवतो तुमच्या नंबरवर. तुमचा हा नंबर WhatsApp वर नाहीये, हा वाला आहे ना, 9803 लास्टला 485 आहे." }, { "ucid": "21112178953845641", "idx": 15, "speaker": "customer", "start_s": 43.8, "end_s": 44.28, "text_en": "Correct.", "text_native": "बरोबर." }, { "ucid": "21112178953845641", "idx": 16, "speaker": "agent", "start_s": 44.64, "end_s": 48.24, "text_en": "Yes, I'll put my details on that. Currently, I have called you from the system's number, okay?", "text_native": "हा, मी त्याच्यावर माझे डिटेल्स टाकून ठेवतो. सध्या सिस्टमच्या नंबरनी फोन केला तुम्हाला, ओके?" }, { "ucid": "21112178953845641", "idx": 17, "speaker": "customer", "start_s": 48.32, "end_s": 48.72, "text_en": "Will do.", "text_native": "चालेल." }, { "ucid": "21112178953845641", "idx": 18, "speaker": "agent", "start_s": 48.72, "end_s": 51.28, "text_en": "So whenever the requirement goes live, you connect with me.", "text_native": "तर जेव्हा requirement live होईल ना, तेव्हा तुम्ही कनेक्ट करा माझ्याशी." }, { "ucid": "21112178953845641", "idx": 19, "speaker": "customer", "start_s": 51.84, "end_s": 52.08, "text_en": "Yes.", "text_native": "हो." }, { "ucid": "21112178953845641", "idx": 20, "speaker": "agent", "start_s": 52.24, "end_s": 55.68, "text_en": "Can you give me an approximate tentative date? So I can schedule a follow-up call accordingly.", "text_native": "एक साधारणतः कधीपर्यंत tentative date देता का मला? म्हणजे मी तसा follow-up call ठेवतो." }, { "ucid": "21112178953845641", "idx": 21, "speaker": "customer", "start_s": 56.08, "end_s": 57.28, "text_en": "It will come by month end.", "text_native": "Month end पर्यंत येईल." }, { "ucid": "21112178953845641", "idx": 22, "speaker": "agent", "start_s": 57.52, "end_s": 61.28, "text_en": "By this month end? Okay, fine, will do. I'll call you on the 25th, okay?", "text_native": "या month end पर्यंत? ओके, ठीक आहे, चालेल. मी एक 25 तारखेला फोन करतो तुम्हाला, ओके?" }, { "ucid": "21112178953845641", "idx": 23, "speaker": "customer", "start_s": 61.52, "end_s": 62.24, "text_en": "Yes yes, will do.", "text_native": "हो हो, चालेल." }, { "ucid": "21112178953845641", "idx": 24, "speaker": "agent", "start_s": 62.56, "end_s": 63.28, "text_en": "Okay, thank you.", "text_native": "ठीक आहे, थँक्यू." }, { "ucid": "21112178953845641", "idx": 25, "speaker": "customer", "start_s": 63.84, "end_s": 64.24, "text_en": "Thank you.", "text_native": "थँक्यू." } ], "steps": [ { "ucid": "21112178953845641", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Nirav sir, good morning. Sudip speaking from JSW One, Amesa ni Bandra.", "comment": "Agent successfully greeted, used the customer's name, and identified JSW One." }, { "ucid": "21112178953845641", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "It's been almost two years since your registration. But from your side, sir, we are not getting any inquiry and not getting any order for any material.", "comment": "Agent did not lead with a supply or price hook, instead using a generic relationship management opening." }, { "ucid": "21112178953845641", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions about the customer's business, material needs, or procurement process." }, { "ucid": "21112178953845641", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not pitch any USPs, as no discovery was performed to identify customer needs." }, { "ucid": "21112178953845641", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So whenever the requirement goes live, you connect with me.", "comment": "Agent asked if a requirement exists but failed to capture any specific details like grade, size, or quantity." }, { "ucid": "21112178953845641", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll call you on the 25th, okay?", "comment": "Agent successfully scheduled a specific and committed next step for a callback." } ], "objections": [ { "ucid": "21112178953845641", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "at that time it didn't work out because of the delivery timing.", "response": "Okay, okay, okay, understood." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }