{ "ucid": "21112178955091571", "call_date": "2026-09-16", "start_time": "2026-09-16 14:58:35", "end_time": "2026-09-16 15:00:15", "duration_sec": 100, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA76fa9977771a771bb0442b9ad8d5e75d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1735, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955091571__DIA76fa9977771a771bb0442b9ad8d5e75d.mp3", "audio_bytes": 256608, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 85.536, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] CUSTOMER: Hello, DJ Steel? (हेलो, डीजे स्टील?)\n[3s] AGENT: Yes, speaking. (हाँ बोल रहे हैं।)\n[4s] AGENT: Hello sir, this is Aditya Pandey speaking from JSW. (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा JSW से।)\n[7s] CUSTOMER: Yes, hello, tell me. (हाँ नमस्कार जी, बोलिए।)\n[8s] AGENT: Sir, you were registered on our platform, this call was regarding that. Did you have any requirement, sir? That quotation a little bit... (सर जी हमारे प्लेटफार्म पे आप रजिस्टर थे, उसके रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर? वो कोटेशन थोड़ा सा...)\n[12s] CUSTOMER: Okay, I mean, where are you calling from? From MSME? (अच्छा, मतलब मतलब कहां से बात कर रहे हैं? MSME से?)\n[14s] AGENT: Uh, yes sir, I am calling from MSME only. (अह, हाँ सर, MSME से ही बात कर रहा।)\n[16s] CUSTOMER: Oh, there is a platform called JSW One MSME, are you calling from there only? (अरे, JSW One MSME करके प्लेटफार्म है, वहीं से वहीं से बात कर रहे हैं क्या?)\n[19s] AGENT: Yes, yes sir. (हाँ हाँ सर।)\n[20s] CUSTOMER: Okay. (अच्छा।)\n[21s] CUSTOMER: Sir, I can give the requirement, but you people, you know, you only provide 1250. If I need any other section, like 900 or something, will you be able to provide it? (सर रिक्वायरमेंट मैं दे तो दूं, लेकिन आप लोग क्या है ना, मतलब 1250 ही देते हो। और कोई सेक्शन चाहिए हो 900 वगेरा तो दे दोगे?)\n[27s] AGENT: Uh, I will check, sir. If it's possible, I will confirm. If not, I will inform you about that as well, sir. (अह चेक कर लूंगा सर। अगर हो पाया तो मैं कन्फर्म कर लूंगा, नहीं हुआ तो मैं वो भी बता दूंगा सर।)\n[31s] CUSTOMER: Okay. Check it, because I had previously talked about an order, maybe with you, maybe with someone else, I don't know. I had talked, I'll tell you. Mr. Abdul Ansari. (ओके। देख लो, फिर मैंने ना आर्डर पहले भी शायद बात करी थी, आपसे की थी, किसी और से की थी, पता नहीं। मैंने की थी, बताता हूं। अब्दुल अंसारी जी।)\n[37s] AGENT: Mr. Abdul Ansari? (अब्दुल अंसारी जी?)\n[38s] CUSTOMER: I had spoken to him. I have this number. (मैंने इनसे की थी। ये नंबर है मेरे पास।)\n[39s] CUSTOMER: He didn't even reply. (उन्होंने तो जवाब ही नहीं दिया।)\n[41s] AGENT: Yes, I know him. He is my colleague, Abdul Ansari. (हाँ, मैं जानता हूं उनको। मेरे कलीग हैं, अब्दुल अंसारी।)\n[44s] AGENT: Okay, I will see what can be done about this. I will let you know. (ठीक है, मैं इस पर देख लेता हूं कैसे कर सकता हूं। मैं बता दूंगा आपको।)\n[47s] CUSTOMER: Okay, then you send me a 'Hi', and I will tell you the order. (ठीक है, तो आप मेरे को हाय लिख के भेज देना, मैं आपको आर्डर बता दूंगा।)\n[50s] AGENT: Definitely, I will let you know. Thank you. (बिलकुल, मैं बता दूंगा। थैंक यू।)\n[53s] CUSTOMER: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 22, "connected": 1, "audio_notes": "clear: Some background chatter is audible on the agent's side, but it does not significantly affect transcription quality.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "22 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": "You must follow the pitch structure; by skipping the hook and discovery, you lost control of the call and couldn't build any value before the customer raised an issue.", "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": "spec_not_available", "supply_details": "Customer stated a belief based on past experience that JSW One only provides 1250 width, while they require other sections like 900.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, who reported a negative past experience with a different JSW agent, immediately questioned JSW One's ability to supply non-standard widths (900mm). The agent skipped all discovery and pitching steps, agreeing only to check on the spec availability and message the customer later for order details. The call ended without a firm commitment or a qualified requirement.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook or value proposition, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions to understand the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked for a requirement, he failed to capture any specific details like grade, thickness, or quantity when the customer engaged.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The next step is vague; agent agreed to \\\"let you know\\\" rather than committing to a quote with a turnaround or a specific callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; by skipping the hook and discovery, you lost control of the call and couldn't build any value before the customer raised an issue.\", \"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\": \"spec_not_available\", \"supply_details\": \"Customer stated a belief based on past experience that JSW One only provides 1250 width, while they require other sections like 900.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, who reported a negative past experience with a different JSW agent, immediately questioned JSW One's ability to supply non-standard widths (900mm). The agent skipped all discovery and pitching steps, agreeing only to check on the spec availability and message the customer later for order details. The call ended without a firm commitment or a qualified requirement.\"}", "error": null, "latency_ms": 41164, "input_tokens": 3422, "output_tokens": 734, "created_at": "2026-09-25 12:10:14", "sentiment": "positive", "sentiment_score": 0.569, "sentiment_confidence": "high", "pos": 5, "neg": 1, "lex_hits": 11, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.442, "agent_talk_sec": 19.0, "customer_talk_sec": 24.0, "dead_air_sec": 57.0, "longest_monologue_sec": 4.7, "agent_wpm": 328.4, "interruptions": 0, "agent_turns": 10, "customer_turns": 12, "discovery_qs": 2, "words_agent": 104, "words_customer": 124, "monologue_heavy": 0, "turns": [ { "ucid": "21112178955091571", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178955091571", "idx": 1, "speaker": "customer", "start_s": 1.87, "end_s": 2.67, "text_en": "Hello, DJ Steel?", "text_native": "हेलो, डीजे स्टील?" }, { "ucid": "21112178955091571", "idx": 2, "speaker": "agent", "start_s": 2.87, "end_s": 3.37, "text_en": "Yes, speaking.", "text_native": "हाँ बोल रहे हैं।" }, { "ucid": "21112178955091571", "idx": 3, "speaker": "agent", "start_s": 3.87, "end_s": 6.07, "text_en": "Hello sir, this is Aditya Pandey speaking from JSW.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा JSW से।" }, { "ucid": "21112178955091571", "idx": 4, "speaker": "customer", "start_s": 6.57, "end_s": 7.57, "text_en": "Yes, hello, tell me.", "text_native": "हाँ नमस्कार जी, बोलिए।" }, { "ucid": "21112178955091571", "idx": 5, "speaker": "agent", "start_s": 7.87, "end_s": 11.87, "text_en": "Sir, you were registered on our platform, this call was regarding that. Did you have any requirement, sir? That quotation a little bit...", "text_native": "सर जी हमारे प्लेटफार्म पे आप रजिस्टर थे, उसके रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर? वो कोटेशन थोड़ा सा..." }, { "ucid": "21112178955091571", "idx": 6, "speaker": "customer", "start_s": 12.07, "end_s": 14.07, "text_en": "Okay, I mean, where are you calling from? From MSME?", "text_native": "अच्छा, मतलब मतलब कहां से बात कर रहे हैं? MSME से?" }, { "ucid": "21112178955091571", "idx": 7, "speaker": "agent", "start_s": 14.37, "end_s": 15.47, "text_en": "Uh, yes sir, I am calling from MSME only.", "text_native": "अह, हाँ सर, MSME से ही बात कर रहा।" }, { "ucid": "21112178955091571", "idx": 8, "speaker": "customer", "start_s": 15.57, "end_s": 18.87, "text_en": "Oh, there is a platform called JSW One MSME, are you calling from there only?", "text_native": "अरे, JSW One MSME करके प्लेटफार्म है, वहीं से वहीं से बात कर रहे हैं क्या?" }, { "ucid": "21112178955091571", "idx": 9, "speaker": "agent", "start_s": 19.07, "end_s": 19.47, "text_en": "Yes, yes sir.", "text_native": "हाँ हाँ सर।" }, { "ucid": "21112178955091571", "idx": 10, "speaker": "customer", "start_s": 20.47, "end_s": 20.77, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178955091571", "idx": 11, "speaker": "customer", "start_s": 21.47, "end_s": 26.27, "text_en": "Sir, I can give the requirement, but you people, you know, you only provide 1250. If I need any other section, like 900 or something, will you be able to provide it?", "text_native": "सर रिक्वायरमेंट मैं दे तो दूं, लेकिन आप लोग क्या है ना, मतलब 1250 ही देते हो। और कोई सेक्शन चाहिए हो 900 वगेरा तो दे दोगे?" }, { "ucid": "21112178955091571", "idx": 12, "speaker": "agent", "start_s": 26.87, "end_s": 30.87, "text_en": "Uh, I will check, sir. If it's possible, I will confirm. If not, I will inform you about that as well, sir.", "text_native": "अह चेक कर लूंगा सर। अगर हो पाया तो मैं कन्फर्म कर लूंगा, नहीं हुआ तो मैं वो भी बता दूंगा सर।" }, { "ucid": "21112178955091571", "idx": 13, "speaker": "customer", "start_s": 31.37, "end_s": 37.07, "text_en": "Okay. Check it, because I had previously talked about an order, maybe with you, maybe with someone else, I don't know. I had talked, I'll tell you. Mr. Abdul Ansari.", "text_native": "ओके। देख लो, फिर मैंने ना आर्डर पहले भी शायद बात करी थी, आपसे की थी, किसी और से की थी, पता नहीं। मैंने की थी, बताता हूं। अब्दुल अंसारी जी।" }, { "ucid": "21112178955091571", "idx": 14, "speaker": "agent", "start_s": 37.17, "end_s": 37.47, "text_en": "Mr. Abdul Ansari?", "text_native": "अब्दुल अंसारी जी?" }, { "ucid": "21112178955091571", "idx": 15, "speaker": "customer", "start_s": 37.57, "end_s": 38.87, "text_en": "I had spoken to him. I have this number.", "text_native": "मैंने इनसे की थी। ये नंबर है मेरे पास।" }, { "ucid": "21112178955091571", "idx": 16, "speaker": "customer", "start_s": 39.37, "end_s": 40.37, "text_en": "He didn't even reply.", "text_native": "उन्होंने तो जवाब ही नहीं दिया।" }, { "ucid": "21112178955091571", "idx": 17, "speaker": "agent", "start_s": 40.87, "end_s": 43.07, "text_en": "Yes, I know him. He is my colleague, Abdul Ansari.", "text_native": "हाँ, मैं जानता हूं उनको। मेरे कलीग हैं, अब्दुल अंसारी।" }, { "ucid": "21112178955091571", "idx": 18, "speaker": "agent", "start_s": 44.07, "end_s": 46.57, "text_en": "Okay, I will see what can be done about this. I will let you know.", "text_native": "ठीक है, मैं इस पर देख लेता हूं कैसे कर सकता हूं। मैं बता दूंगा आपको।" }, { "ucid": "21112178955091571", "idx": 19, "speaker": "customer", "start_s": 47.07, "end_s": 50.07, "text_en": "Okay, then you send me a 'Hi', and I will tell you the order.", "text_native": "ठीक है, तो आप मेरे को हाय लिख के भेज देना, मैं आपको आर्डर बता दूंगा।" }, { "ucid": "21112178955091571", "idx": 20, "speaker": "agent", "start_s": 50.27, "end_s": 52.07, "text_en": "Definitely, I will let you know. Thank you.", "text_native": "बिलकुल, मैं बता दूंगा। थैंक यू।" }, { "ucid": "21112178955091571", "idx": 21, "speaker": "customer", "start_s": 52.57, "end_s": 52.97, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178955091571", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified self and company but did not ask for permission to speak." }, { "ucid": "21112178955091571", "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 provide a hook or value proposition, instead jumping directly to asking for a requirement." }, { "ucid": "21112178955091571", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero discovery questions to understand the customer's business or needs." }, { "ucid": "21112178955091571", "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 consequently, no USPs were pitched." }, { "ucid": "21112178955091571", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although the agent asked for a requirement, he failed to capture any specific details like grade, thickness, or quantity when the customer engaged." }, { "ucid": "21112178955091571", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The next step is vague; agent agreed to \"let you know\" rather than committing to a quote with a turnaround or a specific callback time." } ], "objections": [], "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": [] }