{ "ucid": "21112178954320931", "call_date": "2026-09-16", "start_time": "2026-09-16 12:50:09", "end_time": "2026-09-16 12:51:56", "duration_sec": 107, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA92084a61efc71581845ef6809e782add.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1749, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954320931__DIA92084a61efc71581845ef6809e782add.mp3", "audio_bytes": 274536, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 91.512, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[3s] AGENT: Hello?\n[4s] CUSTOMER: Hello, sir, ready?\n[5s] AGENT: Hello, uh yeah, good afternoon. Aayush this side from JSW One.\n[8s] CUSTOMER: Yes sir? JSW One? (Ha sir? JSW One?)\n[9s] AGENT: Yeah, sir. So you know, uh, Markos Filter? You have any steel requirement currently?\n[13s] CUSTOMER: Markos Filter, sir?\n[15s] AGENT: Yeah, yeah.\n[16s] CUSTOMER: Sir, Markos Filters company is closed.\n[18s] AGENT: Okay.\n[18s] CUSTOMER: I have to Orbit Power.\n[20s] AGENT: Hm hm. So you are...\n[22s] AGENT: Okay.\n[23s] CUSTOMER: I have used HR sheet.\n[24s] AGENT: HR sheet.\n[25s] CUSTOMER: HR sheets. Yeah, sir, yeah.\n[27s] AGENT: Okay, okay. So sir, we have our own stockyard in Mangaluru.\n[30s] CUSTOMER: Bengaluru, sir. Okay.\n[30s] AGENT: Yeah, in Bengaluru.\n[31s] CUSTOMER: How much sir price now? HR sheet 2.5 thickness?\n[34s] AGENT: Which thickness, sir?\n[35s] CUSTOMER: 2.5 mm.\n[36s] AGENT: 2.5 mm thickness pricing, I have yesterday's pricing. Today's price is yet to come. Yesterday it was uh 62750.\n[43s] CUSTOMER: 62750.\n[44s] CUSTOMER: Means uh, 750. Okay.\n[46s] CUSTOMER: Including GST, sir?\n[47s] AGENT: No, sir, without GST. This is JSW T sheet price.\n[50s] CUSTOMER: Okay, okay, okay, okay, sir.\n[52s] CUSTOMER: Okay, sir, I will update you.\n[54s] AGENT: Okay, sir. I'll drop you a text. Whenever you have a requirement, you can ping me.\n[56s] CUSTOMER: Thank you, sir. Thank you. Thank you.", "language": "English", "languages": "[\"English\", \"Hindi\"]", "turn_count": 31, "connected": 1, "audio_notes": "clear: A whistling sound is audible in the background from the customer's side towards the end of the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "31 turns, clean transcript (0% inaudible)", "band_language": "English", "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\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer asks for a price immediately, use it as a chance to start discovery instead of just answering; for example, 'To give you the best price, I just need to understand your requirement better...'", "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 lead for a closed company, but the contact person now works at 'Orbit Power' and uses HR sheets. The agent delivered an availability hook, and the customer immediately asked for the price of 2.5mm HR sheet. The agent provided the previous day's price, after which the customer ended the call with a non-committal 'I will update you'.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, uh yeah, good afternoon. Aayush this side from JSW One.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So sir, we have our own stockyard in Mangaluru.\", \"comment\": \"Agent successfully delivered an availability-based hook right after the introduction.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any discovery questions about the customer's business, volume, or applications.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; the call moved directly from the hook to a price query.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Which thickness, sir?\", \"comment\": \"Although the customer asked for a price, the agent did not attempt to qualify the requirement by asking for quantity, width, or delivery timeline.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll drop you a text. Whenever you have a requirement, you can ping me.\", \"comment\": \"Agent did not establish a committed next step, leaving it passive and up to the customer to re-engage.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a price immediately, use it as a chance to start discovery instead of just answering; for example, 'To give you the best price, I just need to understand your requirement better...'\", \"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 lead for a closed company, but the contact person now works at 'Orbit Power' and uses HR sheets. The agent delivered an availability hook, and the customer immediately asked for the price of 2.5mm HR sheet. The agent provided the previous day's price, after which the customer ended the call with a non-committal 'I will update you'.\"}", "error": null, "latency_ms": 24080, "input_tokens": 3108, "output_tokens": 768, "created_at": "2026-09-25 12:10:28", "sentiment": "positive", "sentiment_score": 0.563, "sentiment_confidence": "high", "pos": 30, "neg": 0, "lex_hits": 20, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.55, "agent_talk_sec": 24.3, "customer_talk_sec": 19.9, "dead_air_sec": 62.8, "longest_monologue_sec": 6.0, "agent_wpm": 246.9, "interruptions": 0, "agent_turns": 14, "customer_turns": 17, "discovery_qs": 4, "words_agent": 100, "words_customer": 74, "monologue_heavy": 0, "turns": [ { "ucid": "21112178954320931", "idx": 0, "speaker": "customer", "start_s": 1.18, "end_s": 1.78, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178954320931", "idx": 1, "speaker": "agent", "start_s": 2.6, "end_s": 3.0, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178954320931", "idx": 2, "speaker": "customer", "start_s": 3.78, "end_s": 4.78, "text_en": "Hello, sir, ready?", "text_native": "Hello, sir, ready?" }, { "ucid": "21112178954320931", "idx": 3, "speaker": "agent", "start_s": 5.0, "end_s": 7.8, "text_en": "Hello, uh yeah, good afternoon. Aayush this side from JSW One.", "text_native": "Hello, uh yeah, good afternoon. Aayush this side from JSW One." }, { "ucid": "21112178954320931", "idx": 4, "speaker": "customer", "start_s": 8.26, "end_s": 9.2, "text_en": "Yes sir? JSW One?", "text_native": "Ha sir? JSW One?" }, { "ucid": "21112178954320931", "idx": 5, "speaker": "agent", "start_s": 9.46, "end_s": 12.7, "text_en": "Yeah, sir. So you know, uh, Markos Filter? You have any steel requirement currently?", "text_native": "Yeah, sir. So you know, uh, Markos Filter? You have any steel requirement currently?" }, { "ucid": "21112178954320931", "idx": 6, "speaker": "customer", "start_s": 13.3, "end_s": 14.2, "text_en": "Markos Filter, sir?", "text_native": "Markos Filter, sir?" }, { "ucid": "21112178954320931", "idx": 7, "speaker": "agent", "start_s": 14.56, "end_s": 15.0, "text_en": "Yeah, yeah.", "text_native": "Yeah, yeah." }, { "ucid": "21112178954320931", "idx": 8, "speaker": "customer", "start_s": 15.6, "end_s": 17.5, "text_en": "Sir, Markos Filters company is closed.", "text_native": "Sir, Markos Filters company is closed." }, { "ucid": "21112178954320931", "idx": 9, "speaker": "agent", "start_s": 17.8, "end_s": 18.2, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178954320931", "idx": 10, "speaker": "customer", "start_s": 18.4, "end_s": 19.8, "text_en": "I have to Orbit Power.", "text_native": "I have to Orbit Power." }, { "ucid": "21112178954320931", "idx": 11, "speaker": "agent", "start_s": 20.2, "end_s": 21.8, "text_en": "Hm hm. So you are...", "text_native": "Hm hm. So you are..." }, { "ucid": "21112178954320931", "idx": 12, "speaker": "agent", "start_s": 22.3, "end_s": 22.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178954320931", "idx": 13, "speaker": "customer", "start_s": 22.6, "end_s": 23.8, "text_en": "I have used HR sheet.", "text_native": "I have used HR sheet." }, { "ucid": "21112178954320931", "idx": 14, "speaker": "agent", "start_s": 24.1, "end_s": 24.7, "text_en": "HR sheet.", "text_native": "HR sheet." }, { "ucid": "21112178954320931", "idx": 15, "speaker": "customer", "start_s": 24.8, "end_s": 26.0, "text_en": "HR sheets. Yeah, sir, yeah.", "text_native": "HR sheets. Yeah, sir, yeah." }, { "ucid": "21112178954320931", "idx": 16, "speaker": "agent", "start_s": 26.6, "end_s": 29.0, "text_en": "Okay, okay. So sir, we have our own stockyard in Mangaluru.", "text_native": "Okay, okay. So sir, we have our own stockyard in Mangaluru." }, { "ucid": "21112178954320931", "idx": 17, "speaker": "customer", "start_s": 29.5, "end_s": 30.3, "text_en": "Bengaluru, sir. Okay.", "text_native": "Bengaluru, sir. Okay." }, { "ucid": "21112178954320931", "idx": 18, "speaker": "agent", "start_s": 30.3, "end_s": 31.0, "text_en": "Yeah, in Bengaluru.", "text_native": "Yeah, in Bengaluru." }, { "ucid": "21112178954320931", "idx": 19, "speaker": "customer", "start_s": 31.0, "end_s": 33.2, "text_en": "How much sir price now? HR sheet 2.5 thickness?", "text_native": "How much sir price now? HR sheet 2.5 thickness?" }, { "ucid": "21112178954320931", "idx": 20, "speaker": "agent", "start_s": 33.7, "end_s": 34.5, "text_en": "Which thickness, sir?", "text_native": "Which thickness, sir?" }, { "ucid": "21112178954320931", "idx": 21, "speaker": "customer", "start_s": 34.8, "end_s": 35.7, "text_en": "2.5 mm.", "text_native": "2.5 mm." }, { "ucid": "21112178954320931", "idx": 22, "speaker": "agent", "start_s": 36.2, "end_s": 42.2, "text_en": "2.5 mm thickness pricing, I have yesterday's pricing. Today's price is yet to come. Yesterday it was uh 62750.", "text_native": "2.5 mm thickness pricing, I have yesterday's pricing. Today's price is yet to come. Yesterday it was uh 62750." }, { "ucid": "21112178954320931", "idx": 23, "speaker": "customer", "start_s": 42.8, "end_s": 43.6, "text_en": "62750.", "text_native": "62750." }, { "ucid": "21112178954320931", "idx": 24, "speaker": "customer", "start_s": 44.2, "end_s": 45.8, "text_en": "Means uh, 750. Okay.", "text_native": "Means uh, 750. Okay." }, { "ucid": "21112178954320931", "idx": 25, "speaker": "customer", "start_s": 46.2, "end_s": 47.0, "text_en": "Including GST, sir?", "text_native": "Including GST, sir?" }, { "ucid": "21112178954320931", "idx": 26, "speaker": "agent", "start_s": 47.3, "end_s": 49.6, "text_en": "No, sir, without GST. This is JSW T sheet price.", "text_native": "No, sir, without GST. This is JSW T sheet price." }, { "ucid": "21112178954320931", "idx": 27, "speaker": "customer", "start_s": 50.0, "end_s": 51.2, "text_en": "Okay, okay, okay, okay, sir.", "text_native": "Okay, okay, okay, okay, sir." }, { "ucid": "21112178954320931", "idx": 28, "speaker": "customer", "start_s": 52.4, "end_s": 53.6, "text_en": "Okay, sir, I will update you.", "text_native": "Okay, sir, I will update you." }, { "ucid": "21112178954320931", "idx": 29, "speaker": "agent", "start_s": 53.9, "end_s": 56.2, "text_en": "Okay, sir. I'll drop you a text. Whenever you have a requirement, you can ping me.", "text_native": "Okay, sir. I'll drop you a text. Whenever you have a requirement, you can ping me." }, { "ucid": "21112178954320931", "idx": 30, "speaker": "customer", "start_s": 56.5, "end_s": 57.8, "text_en": "Thank you, sir. Thank you. Thank you.", "text_native": "Thank you, sir. Thank you. Thank you." } ], "steps": [ { "ucid": "21112178954320931", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello, uh yeah, good afternoon. Aayush this side from JSW One.", "comment": "Agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178954320931", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So sir, we have our own stockyard in Mangaluru.", "comment": "Agent successfully delivered an availability-based hook right after the introduction." }, { "ucid": "21112178954320931", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any discovery questions about the customer's business, volume, or applications." }, { "ucid": "21112178954320931", "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; the call moved directly from the hook to a price query." }, { "ucid": "21112178954320931", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Which thickness, sir?", "comment": "Although the customer asked for a price, the agent did not attempt to qualify the requirement by asking for quantity, width, or delivery timeline." }, { "ucid": "21112178954320931", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll drop you a text. Whenever you have a requirement, you can ping me.", "comment": "Agent did not establish a committed next step, leaving it passive and up to the customer to re-engage." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }