{ "ucid": "21112178955235251", "call_date": "2026-09-16", "start_time": "2026-09-16 15:22:32", "end_time": "2026-09-16 15:24:01", "duration_sec": 89, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA397267665e8789839246ba4e4f0fabce.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1724, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955235251__DIA397267665e8789839246ba4e4f0fabce.mp3", "audio_bytes": 224640, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 74.88, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello?\n[4s] AGENT: Yes sir, I was calling from JSW One. (हाँ सर, बात कर रहा था JSW One से।)\n[6s] CUSTOMER: Yes, yes, sir. (जी जी सर।)\n[7s] AGENT: Yes. Uh sir, do you have any requirement for sheet metal right now? (हाँ जी। अह सर, अभी कुछ अपना रिक्वायरमेंट रहेगा शीट मेटल में?)\n[9s] CUSTOMER: What is the rate for CR right now, sir? (CR का क्या रेट है जी सर अभी?)\n[11s] AGENT: CR?\n[11s] CUSTOMER: Yes, 1.6. (जी, 1.6.)\n[12s] AGENT: Hmm, where would you need this delivered? (हम्म, ये कहां पे चाहिए होगी आपको डिलीवर्ड?)\n[14s] CUSTOMER: Loni, Ghaziabad. (लोनी, गाजियाबाद।)\n[16s] AGENT: Ghaziabad, right? (गाजियाबाद ना?)\n[16s] CUSTOMER: Yes, yes, yes. (जी जी जी।)\n[17s] AGENT: 1.6, sir it will be 72. Consider it 72 and a half. (1.6, सर 72 होगा। साढ़े 72 मान लो आप।)\n[19s] CUSTOMER: 72.5, right? (72.5 है ना?)\n[20s] AGENT: Hmm hmm, 72.5. (हम्म हम्म, 72.5.)\n[22s] CUSTOMER: Okay, the rate is 72,500. (अच्छा, 72 500 का रेट हुआ रहा है।)\n[23s] AGENT: Hmm hmm hmm. Do you take it with slitting or do you take a full coil? (हम्म हम्म हम्म। स्लिटिंग करके लेते हो आप या फुल कॉइल लेते हो?)\n[26s] CUSTOMER: Pardon? (हैं जी?)\n[26s] AGENT: I said, sir, do you take it with slitting or do you take a full coil? (मैंने कहा सर स्लिटिंग करके लेते हो या फुल कॉइल लेते हो?)\n[28s] CUSTOMER: We take full coil, we take cutting. (फुल कॉइल लेते हैं, कटिंग लेते हैं।)\n[29s] AGENT: Okay, you take cutting, CTL right? (अच्छा, कटिंग लेते हो, CTL ना?)\n[31s] CUSTOMER: Yes. (हां।)\n[31s] AGENT: Yes, so okay, it will be around 72,500. Do you have a requirement now or (हां, तो ठीक है 72 500 में लगभग हो जाएगा। अभी है रिक्वायरमेंट या)\n[33s] CUSTOMER: No no, right now we are waiting for the market to go down. (नहीं नहीं, अभी मार्केट नीचे जाने का कर रहे हैं वेट।)\n[35s] CUSTOMER: Now you tell me, if it goes down we'll take it, we don't have a requirement as such right now. (अभी आप बताओ जाएगी तो ले लेंगे, ऐसे है नहीं अभी।)\n[37s] AGENT: Right now, yes, it doesn't seem to be going down in the near future, sir. (अभी हां, हाल फिलहाल में तो नहीं लग रही सर जाती हुई।)\n[39s] CUSTOMER: Yes yes yes. Okay, I will let you know as and when a requirement comes up. (जी जी जी। चलो, मैं बताता हूं आपको जैसे भी रिक्वायरमेंट निकलती है।)\n[41s] AGENT: Yes, okay, if something comes up, let me know. I'll send you a WhatsApp, okay? (हां, चलो कोई निकलता है तो बताना। WhatsApp डाल देता हूं आपको, ठीक है?)\n[44s] CUSTOMER: Okay okay okay. (ठीक ठीक ठीक।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 30, "connected": 1, "audio_notes": "clear: Some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "30 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": "When the customer immediately asks for a price, acknowledge the request but pivot back to discovery to understand their needs before quoting, which allows you to build value first.", "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 customer immediately asked for the price of 1.6mm CR coil for delivery in Ghaziabad. The agent provided a price but conducted no discovery into the customer's business or needs. The customer stated they are waiting for market prices to fall and have no immediate requirement. The call ended with the agent promising to send a WhatsApp message.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, I was calling from JSW One.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook; the customer immediately took control by asking for a price.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, monthly tonnage, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation was purely transactional about price.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement for sheet metal right now?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll send you a WhatsApp, okay?\", \"comment\": \"This is not a committed next step; it's a weak closure without a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer immediately asks for a price, acknowledge the request but pivot back to discovery to understand their needs before quoting, which allows you to build value first.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"No no, right now we are waiting for the market to go down.\", \"response\": \"Yes, okay, if something comes up, let me know. I'll send you a WhatsApp, okay?\"}], \"call_summary\": \"The customer immediately asked for the price of 1.6mm CR coil for delivery in Ghaziabad. The agent provided a price but conducted no discovery into the customer's business or needs. The customer stated they are waiting for market prices to fall and have no immediate requirement. The call ended with the agent promising to send a WhatsApp message.\"}", "error": null, "latency_ms": 26662, "input_tokens": 3480, "output_tokens": 804, "created_at": "2026-09-25 12:09:34", "sentiment": "positive", "sentiment_score": 0.183, "sentiment_confidence": "high", "pos": 6, "neg": 3, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.584, "agent_talk_sec": 21.6, "customer_talk_sec": 15.4, "dead_air_sec": 52.0, "longest_monologue_sec": 2.5, "agent_wpm": 369.4, "interruptions": 0, "agent_turns": 14, "customer_turns": 16, "discovery_qs": 8, "words_agent": 133, "words_customer": 92, "monologue_heavy": 0, "turns": [ { "ucid": "21112178955235251", "idx": 0, "speaker": "customer", "start_s": 1.38, "end_s": 1.81, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178955235251", "idx": 1, "speaker": "agent", "start_s": 2.18, "end_s": 2.56, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178955235251", "idx": 2, "speaker": "customer", "start_s": 3.2, "end_s": 3.56, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178955235251", "idx": 3, "speaker": "agent", "start_s": 3.86, "end_s": 5.4, "text_en": "Yes sir, I was calling from JSW One.", "text_native": "हाँ सर, बात कर रहा था JSW One से।" }, { "ucid": "21112178955235251", "idx": 4, "speaker": "customer", "start_s": 5.76, "end_s": 6.3, "text_en": "Yes, yes, sir.", "text_native": "जी जी सर।" }, { "ucid": "21112178955235251", "idx": 5, "speaker": "agent", "start_s": 6.56, "end_s": 9.1, "text_en": "Yes. Uh sir, do you have any requirement for sheet metal right now?", "text_native": "हाँ जी। अह सर, अभी कुछ अपना रिक्वायरमेंट रहेगा शीट मेटल में?" }, { "ucid": "21112178955235251", "idx": 6, "speaker": "customer", "start_s": 9.1, "end_s": 10.5, "text_en": "What is the rate for CR right now, sir?", "text_native": "CR का क्या रेट है जी सर अभी?" }, { "ucid": "21112178955235251", "idx": 7, "speaker": "agent", "start_s": 10.76, "end_s": 11.1, "text_en": "CR?", "text_native": "CR?" }, { "ucid": "21112178955235251", "idx": 8, "speaker": "customer", "start_s": 11.4, "end_s": 12.1, "text_en": "Yes, 1.6.", "text_native": "जी, 1.6." }, { "ucid": "21112178955235251", "idx": 9, "speaker": "agent", "start_s": 12.3, "end_s": 14.1, "text_en": "Hmm, where would you need this delivered?", "text_native": "हम्म, ये कहां पे चाहिए होगी आपको डिलीवर्ड?" }, { "ucid": "21112178955235251", "idx": 10, "speaker": "customer", "start_s": 14.3, "end_s": 15.3, "text_en": "Loni, Ghaziabad.", "text_native": "लोनी, गाजियाबाद।" }, { "ucid": "21112178955235251", "idx": 11, "speaker": "agent", "start_s": 15.7, "end_s": 16.3, "text_en": "Ghaziabad, right?", "text_native": "गाजियाबाद ना?" }, { "ucid": "21112178955235251", "idx": 12, "speaker": "customer", "start_s": 16.5, "end_s": 16.9, "text_en": "Yes, yes, yes.", "text_native": "जी जी जी।" }, { "ucid": "21112178955235251", "idx": 13, "speaker": "agent", "start_s": 17.1, "end_s": 19.4, "text_en": "1.6, sir it will be 72. Consider it 72 and a half.", "text_native": "1.6, सर 72 होगा। साढ़े 72 मान लो आप।" }, { "ucid": "21112178955235251", "idx": 14, "speaker": "customer", "start_s": 19.4, "end_s": 20.2, "text_en": "72.5, right?", "text_native": "72.5 है ना?" }, { "ucid": "21112178955235251", "idx": 15, "speaker": "agent", "start_s": 20.5, "end_s": 21.4, "text_en": "Hmm hmm, 72.5.", "text_native": "हम्म हम्म, 72.5." }, { "ucid": "21112178955235251", "idx": 16, "speaker": "customer", "start_s": 21.7, "end_s": 23.2, "text_en": "Okay, the rate is 72,500.", "text_native": "अच्छा, 72 500 का रेट हुआ रहा है।" }, { "ucid": "21112178955235251", "idx": 17, "speaker": "agent", "start_s": 23.4, "end_s": 25.5, "text_en": "Hmm hmm hmm. Do you take it with slitting or do you take a full coil?", "text_native": "हम्म हम्म हम्म। स्लिटिंग करके लेते हो आप या फुल कॉइल लेते हो?" }, { "ucid": "21112178955235251", "idx": 18, "speaker": "customer", "start_s": 25.5, "end_s": 25.9, "text_en": "Pardon?", "text_native": "हैं जी?" }, { "ucid": "21112178955235251", "idx": 19, "speaker": "agent", "start_s": 26.0, "end_s": 27.9, "text_en": "I said, sir, do you take it with slitting or do you take a full coil?", "text_native": "मैंने कहा सर स्लिटिंग करके लेते हो या फुल कॉइल लेते हो?" }, { "ucid": "21112178955235251", "idx": 20, "speaker": "customer", "start_s": 28.1, "end_s": 29.3, "text_en": "We take full coil, we take cutting.", "text_native": "फुल कॉइल लेते हैं, कटिंग लेते हैं।" }, { "ucid": "21112178955235251", "idx": 21, "speaker": "agent", "start_s": 29.4, "end_s": 30.5, "text_en": "Okay, you take cutting, CTL right?", "text_native": "अच्छा, कटिंग लेते हो, CTL ना?" }, { "ucid": "21112178955235251", "idx": 22, "speaker": "customer", "start_s": 30.6, "end_s": 30.9, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178955235251", "idx": 23, "speaker": "agent", "start_s": 31.1, "end_s": 33.2, "text_en": "Yes, so okay, it will be around 72,500. Do you have a requirement now or", "text_native": "हां, तो ठीक है 72 500 में लगभग हो जाएगा। अभी है रिक्वायरमेंट या" }, { "ucid": "21112178955235251", "idx": 24, "speaker": "customer", "start_s": 33.2, "end_s": 34.9, "text_en": "No no, right now we are waiting for the market to go down.", "text_native": "नहीं नहीं, अभी मार्केट नीचे जाने का कर रहे हैं वेट।" }, { "ucid": "21112178955235251", "idx": 25, "speaker": "customer", "start_s": 35.2, "end_s": 36.8, "text_en": "Now you tell me, if it goes down we'll take it, we don't have a requirement as such right now.", "text_native": "अभी आप बताओ जाएगी तो ले लेंगे, ऐसे है नहीं अभी।" }, { "ucid": "21112178955235251", "idx": 26, "speaker": "agent", "start_s": 36.8, "end_s": 38.5, "text_en": "Right now, yes, it doesn't seem to be going down in the near future, sir.", "text_native": "अभी हां, हाल फिलहाल में तो नहीं लग रही सर जाती हुई।" }, { "ucid": "21112178955235251", "idx": 27, "speaker": "customer", "start_s": 38.7, "end_s": 41.1, "text_en": "Yes yes yes. Okay, I will let you know as and when a requirement comes up.", "text_native": "जी जी जी। चलो, मैं बताता हूं आपको जैसे भी रिक्वायरमेंट निकलती है।" }, { "ucid": "21112178955235251", "idx": 28, "speaker": "agent", "start_s": 41.1, "end_s": 43.4, "text_en": "Yes, okay, if something comes up, let me know. I'll send you a WhatsApp, okay?", "text_native": "हां, चलो कोई निकलता है तो बताना। WhatsApp डाल देता हूं आपको, ठीक है?" }, { "ucid": "21112178955235251", "idx": 29, "speaker": "customer", "start_s": 43.5, "end_s": 44.2, "text_en": "Okay okay okay.", "text_native": "ठीक ठीक ठीक।" } ], "steps": [ { "ucid": "21112178955235251", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes sir, I was calling from JSW One.", "comment": "Agent did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178955235251", "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 supply or price hook; the customer immediately took control by asking for a price." }, { "ucid": "21112178955235251", "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, monthly tonnage, or current suppliers." }, { "ucid": "21112178955235251", "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; the conversation was purely transactional about price." }, { "ucid": "21112178955235251", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, do you have any requirement for sheet metal right now?", "comment": "Agent successfully asked if a current requirement exists, which is the core intent of this step." }, { "ucid": "21112178955235251", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll send you a WhatsApp, okay?", "comment": "This is not a committed next step; it's a weak closure without a quote or a scheduled callback." } ], "objections": [ { "ucid": "21112178955235251", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "No no, right now we are waiting for the market to go down.", "response": "Yes, okay, if something comes up, let me know. I'll send you a WhatsApp, okay?" } ], "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": [] }