{ "ucid": "21112178953899671", "call_date": "2026-09-16", "start_time": "2026-09-16 11:39:56", "end_time": "2026-09-16 11:41:01", "duration_sec": 65, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1eb357abeae6112f0d8806de90fb77c0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1774, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953899671__DIA1eb357abeae6112f0d8806de90fb77c0.mp3", "audio_bytes": 123120, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 41.04, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello, Gajanan Steel Center? (हॅलो, गजानन स्टील सेंटर?)\n[3s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[4s] AGENT: Jitendra ji, very good morning. This is Sudeep speaking from JSW One MSME. (जितेंद्र जी, व्हेरी गुड मॉर्निंग। सुदीप बोल रहा हूं JSW One MSME से।)\n[8s] CUSTOMER: Yes, tell me sir. (हां बोलिए सर।)\n[9s] AGENT: What I'm saying is, your company was registered on our portal, right? So this was a follow-up call regarding the requirement from that side, sir. (क्या कह रहे हैं, आपका कंपनी रजिस्टर्ड था ना पोर्टल पर हमारे, तो उसी तरफ से रिक्वायरमेंट को लेके फॉलो अप कॉल था सर।)\n[14s] CUSTOMER: Correct. (बराबर।)\n[14s] AGENT: Do you have any requirement in HR right now, sir? In 1.6 to mm, 2.5 mm? (अभी HR में कुछ रिक्वायरमेंट है सर? 1.6 to mm, 2.5 mm में?)\n[19s] CUSTOMER: Right now, I have some stock. (अभी तो पड़ा है एक।)\n[20s] AGENT: You have material with you right now? (अभी है आपके पास मटेरियल आपको?)\n[22s] CUSTOMER: Yes, I have it, I have it. (हां, पड़ा है, पड़ा है।)\n[23s] AGENT: Okay okay okay. So when can the next requirement come? (ओके ओके ओके। तो कब तक आ सकता है नेक्स्ट रिक्वायरमेंट?)\n[26s] CUSTOMER: After a month, after one month. (मंथ बाद, एक मंथ बाद।)\n[27s] AGENT: After one month. Okay. Thank you, sir. (वन मंथ के बाद। ठीक है। थैंक यू सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: Some light background noise on the agent's side, but it does not affect 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": 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 hook and all discovery questions, immediately asking for an order. You must follow the pitch structure to build value before trying to qualify the lead.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "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": "Agent called a lead, likely a trader ('Gajanan Steel Center'), and immediately asked for an HR requirement. The customer stated they have existing stock and their next need is in one month. The agent ended the call without conducting discovery or setting a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified self but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; instead, went directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"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 in HR right now, sir?\", \"comment\": \"Agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified a future need ('After one month') but did not establish a committed next step or specific callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the hook and all discovery questions, immediately asking for an order. You must follow the pitch structure to build value before trying to qualify the lead.\", \"segment_detected\": \"trader\", \"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\": [], \"call_summary\": \"Agent called a lead, likely a trader ('Gajanan Steel Center'), and immediately asked for an HR requirement. The customer stated they have existing stock and their next need is in one month. The agent ended the call without conducting discovery or setting a firm next step.\"}", "error": null, "latency_ms": 31507, "input_tokens": 2995, "output_tokens": 659, "created_at": "2026-09-25 12:11:39", "sentiment": "neutral", "sentiment_score": -0.033, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.784, "agent_talk_sec": 21.1, "customer_talk_sec": 5.8, "dead_air_sec": 38.1, "longest_monologue_sec": 5.0, "agent_wpm": 241.7, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 6, "words_agent": 85, "words_customer": 28, "monologue_heavy": 1, "turns": [ { "ucid": "21112178953899671", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.59, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178953899671", "idx": 1, "speaker": "agent", "start_s": 1.09, "end_s": 2.59, "text_en": "Hello, Gajanan Steel Center?", "text_native": "हॅलो, गजानन स्टील सेंटर?" }, { "ucid": "21112178953899671", "idx": 2, "speaker": "customer", "start_s": 2.8, "end_s": 3.38, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "21112178953899671", "idx": 3, "speaker": "agent", "start_s": 3.78, "end_s": 7.58, "text_en": "Jitendra ji, very good morning. This is Sudeep speaking from JSW One MSME.", "text_native": "जितेंद्र जी, व्हेरी गुड मॉर्निंग। सुदीप बोल रहा हूं JSW One MSME से।" }, { "ucid": "21112178953899671", "idx": 4, "speaker": "customer", "start_s": 7.8, "end_s": 8.58, "text_en": "Yes, tell me sir.", "text_native": "हां बोलिए सर।" }, { "ucid": "21112178953899671", "idx": 5, "speaker": "agent", "start_s": 8.98, "end_s": 14.0, "text_en": "What I'm saying is, your company was registered on our portal, right? So this was a follow-up call regarding the requirement from that side, sir.", "text_native": "क्या कह रहे हैं, आपका कंपनी रजिस्टर्ड था ना पोर्टल पर हमारे, तो उसी तरफ से रिक्वायरमेंट को लेके फॉलो अप कॉल था सर।" }, { "ucid": "21112178953899671", "idx": 6, "speaker": "customer", "start_s": 14.0, "end_s": 14.5, "text_en": "Correct.", "text_native": "बराबर।" }, { "ucid": "21112178953899671", "idx": 7, "speaker": "agent", "start_s": 14.5, "end_s": 18.88, "text_en": "Do you have any requirement in HR right now, sir? In 1.6 to mm, 2.5 mm?", "text_native": "अभी HR में कुछ रिक्वायरमेंट है सर? 1.6 to mm, 2.5 mm में?" }, { "ucid": "21112178953899671", "idx": 8, "speaker": "customer", "start_s": 19.2, "end_s": 20.5, "text_en": "Right now, I have some stock.", "text_native": "अभी तो पड़ा है एक।" }, { "ucid": "21112178953899671", "idx": 9, "speaker": "agent", "start_s": 20.5, "end_s": 22.0, "text_en": "You have material with you right now?", "text_native": "अभी है आपके पास मटेरियल आपको?" }, { "ucid": "21112178953899671", "idx": 10, "speaker": "customer", "start_s": 22.0, "end_s": 22.8, "text_en": "Yes, I have it, I have it.", "text_native": "हां, पड़ा है, पड़ा है।" }, { "ucid": "21112178953899671", "idx": 11, "speaker": "agent", "start_s": 22.8, "end_s": 25.2, "text_en": "Okay okay okay. So when can the next requirement come?", "text_native": "ओके ओके ओके। तो कब तक आ सकता है नेक्स्ट रिक्वायरमेंट?" }, { "ucid": "21112178953899671", "idx": 12, "speaker": "customer", "start_s": 25.6, "end_s": 26.8, "text_en": "After a month, after one month.", "text_native": "मंथ बाद, एक मंथ बाद।" }, { "ucid": "21112178953899671", "idx": 13, "speaker": "agent", "start_s": 27.0, "end_s": 29.5, "text_en": "After one month. Okay. Thank you, sir.", "text_native": "वन मंथ के बाद। ठीक है। थैंक यू सर।" } ], "steps": [ { "ucid": "21112178953899671", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted and identified self but did not ask for permission to speak." }, { "ucid": "21112178953899671", "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, went directly to asking for a requirement." }, { "ucid": "21112178953899671", "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 or needs." }, { "ucid": "21112178953899671", "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": "21112178953899671", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement in HR right now, sir?", "comment": "Agent successfully asked if a current requirement exists." }, { "ucid": "21112178953899671", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified a future need ('After one month') but did not establish a committed next step or specific callback date." } ], "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": [] }