{ "ucid": "21112178954355651", "call_date": "2026-09-16", "start_time": "2026-09-16 12:55:56", "end_time": "2026-09-16 12:56:51", "duration_sec": 55, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd8d8ff2cb8734ec0afd07fe680eb9fff.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1748, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954355651__DIAd8d8ff2cb8734ec0afd07fe680eb9fff.mp3", "audio_bytes": 118800, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 39.6, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Hello?\n[2s] AGENT: Yes, Mr. Atul Nirapalli from Mayor Autocom? (हाँ, Mr. Atul Nirapalli from Mayor Autocom?)\n[4s] CUSTOMER: Yes? (हाँ?)\n[5s] AGENT: Atul ji, very good afternoon. Sudeep here from JSW One MSME, JSW Steel. (Atul जी, very good afternoon. Sudeep here from JSW One MSME, JSW Steel.)\n[9s] CUSTOMER: Yes, tell me. (हाँ, बोलिए ना।)\n[10s] AGENT: Sir, your account was registered on our portal for this Pune location. This was a follow-up call regarding your steel procurement, sir. I just wanted to understand, do you have any requirement for CR and GP right now? (ये आपका अकाउंट रजिस्टर था सर पोर्टल पर हमारे for this Pune location. आपके steel procurement को लेके follow-up call था सर। Just wanted to understand अभी ये CR और GP में कुछ रिक्वायरमेंट है आपको?)\n[18s] CUSTOMER: Yes, I had given you one requirement, right? (हाँ, आपको दिया था ना एक requirement.)\n[20s] AGENT: Yes. Okay okay. One inquiry is already open. You are in connect with Karan ji for this, right? Karan Rao. (हाँ। Okay okay. Already एक inquiry open है। Karan जी इसके साथ connect में हो आप, बराबर? Karan Rao.)\n[24s] CUSTOMER: Yes. (हाँ।)\n[25s] AGENT: Okay fine sir. Okay. Okay, thank you. (Okay fine sir. Okay. चलो, thank you.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: The conversation is heavily code-mixed between Hindi and English (Hinglish).", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 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 opening permission and hook, jumping straight to asking for a requirement; always follow the structure to warm up the customer before qualifying.", "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 performed a follow-up call and asked for a requirement. The customer stated they had already provided a requirement and were in contact with another JSW representative. The agent confirmed this and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Atul ji, very good afternoon. Sudeep here from JSW One MSME, JSW Steel.\", \"comment\": \"The agent identified himself and the customer but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I just wanted to understand, do you have any requirement for CR and GP right now?\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the call ended after identifying an existing inquiry.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"do you have any requirement for CR and GP right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, which revealed the customer was already engaged.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay fine sir. Okay. Okay, thank you.\", \"comment\": \"The agent ended the call abruptly without confirming a next step, even if that step was just to note the file.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening permission and hook, jumping straight to asking for a requirement; always follow the structure to warm up the customer before qualifying.\", \"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 performed a follow-up call and asked for a requirement. The customer stated they had already provided a requirement and were in contact with another JSW representative. The agent confirmed this and ended the call.\"}", "error": null, "latency_ms": 31671, "input_tokens": 2924, "output_tokens": 709, "created_at": "2026-09-25 12:10:32", "sentiment": "negative", "sentiment_score": -0.175, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.838, "agent_talk_sec": 20.1, "customer_talk_sec": 3.9, "dead_air_sec": 31.0, "longest_monologue_sec": 7.6, "agent_wpm": 259.7, "interruptions": 0, "agent_turns": 6, "customer_turns": 5, "discovery_qs": 4, "words_agent": 87, "words_customer": 14, "monologue_heavy": 1, "turns": [ { "ucid": "21112178954355651", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.59, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178954355651", "idx": 1, "speaker": "agent", "start_s": 0.89, "end_s": 1.3, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178954355651", "idx": 2, "speaker": "agent", "start_s": 1.58, "end_s": 4.0, "text_en": "Yes, Mr. Atul Nirapalli from Mayor Autocom?", "text_native": "हाँ, Mr. Atul Nirapalli from Mayor Autocom?" }, { "ucid": "21112178954355651", "idx": 3, "speaker": "customer", "start_s": 4.3, "end_s": 4.64, "text_en": "Yes?", "text_native": "हाँ?" }, { "ucid": "21112178954355651", "idx": 4, "speaker": "agent", "start_s": 4.96, "end_s": 8.53, "text_en": "Atul ji, very good afternoon. Sudeep here from JSW One MSME, JSW Steel.", "text_native": "Atul जी, very good afternoon. Sudeep here from JSW One MSME, JSW Steel." }, { "ucid": "21112178954355651", "idx": 5, "speaker": "customer", "start_s": 8.96, "end_s": 9.66, "text_en": "Yes, tell me.", "text_native": "हाँ, बोलिए ना।" }, { "ucid": "21112178954355651", "idx": 6, "speaker": "agent", "start_s": 9.86, "end_s": 17.5, "text_en": "Sir, your account was registered on our portal for this Pune location. This was a follow-up call regarding your steel procurement, sir. I just wanted to understand, do you have any requirement for CR and GP right now?", "text_native": "ये आपका अकाउंट रजिस्टर था सर पोर्टल पर हमारे for this Pune location. आपके steel procurement को लेके follow-up call था सर। Just wanted to understand अभी ये CR और GP में कुछ रिक्वायरमेंट है आपको?" }, { "ucid": "21112178954355651", "idx": 7, "speaker": "customer", "start_s": 18.0, "end_s": 20.0, "text_en": "Yes, I had given you one requirement, right?", "text_native": "हाँ, आपको दिया था ना एक requirement." }, { "ucid": "21112178954355651", "idx": 8, "speaker": "agent", "start_s": 20.0, "end_s": 24.0, "text_en": "Yes. Okay okay. One inquiry is already open. You are in connect with Karan ji for this, right? Karan Rao.", "text_native": "हाँ। Okay okay. Already एक inquiry open है। Karan जी इसके साथ connect में हो आप, बराबर? Karan Rao." }, { "ucid": "21112178954355651", "idx": 9, "speaker": "customer", "start_s": 24.2, "end_s": 24.5, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178954355651", "idx": 10, "speaker": "agent", "start_s": 24.7, "end_s": 26.8, "text_en": "Okay fine sir. Okay. Okay, thank you.", "text_native": "Okay fine sir. Okay. चलो, thank you." } ], "steps": [ { "ucid": "21112178954355651", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Atul ji, very good afternoon. Sudeep here from JSW One MSME, JSW Steel.", "comment": "The agent identified himself and the customer but failed to ask for permission to speak." }, { "ucid": "21112178954355651", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I just wanted to understand, do you have any requirement for CR and GP right now?", "comment": "The agent did not provide a supply or price hook, instead jumping directly to a qualification question." }, { "ucid": "21112178954355651", "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; the call ended after identifying an existing inquiry." }, { "ucid": "21112178954355651", "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 done, and no USPs were pitched." }, { "ucid": "21112178954355651", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "do you have any requirement for CR and GP right now?", "comment": "The agent successfully asked if a current requirement exists, which revealed the customer was already engaged." }, { "ucid": "21112178954355651", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay fine sir. Okay. Okay, thank you.", "comment": "The agent ended the call abruptly without confirming a next step, even if that step was just to note the file." } ], "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": [] }