{ "ucid": "21112178955540971", "call_date": "2026-09-16", "start_time": "2026-09-16 16:13:29", "end_time": "2026-09-16 16:14:47", "duration_sec": 78, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA781f7e41ec45d3a10ec389d05ba58c34.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1714, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955540971__DIA781f7e41ec45d3a10ec389d05ba58c34.mp3", "audio_bytes": 181872, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 60.624, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Yes? (हां?)\n[2s] AGENT: Sir, I was calling from JSW One. (सर JSW One से बात कर रहा था मैं।)\n[4s] CUSTOMER: Speak. (बोलिए।)\n[5s] AGENT: Sir, is there any requirement for sheet metals etc.? (सर कुछ रिक्वायरमेंट है sheet metals वगेरा में?)\n[7s] CUSTOMER: The rate doesn't work out, sir. There is a requirement, but the rate doesn't work out. (रेट का नहीं जमता है सर। रिक्वायरमेंट तो रहता है लेकिन रेट का नहीं जमता है।)\n[10s] AGENT: Okay. (अच्छा।)\n[11s] CUSTOMER: The local rate and your rate come out to be the same, so what's the benefit then? (लोकल का रेट और तुम्हारा रेट सेम ही आता है, क्या फिर फायदा है?)\n[14s] AGENT: That's right, sir. (बराबर है सर।)\n[16s] AGENT: Okay sir, no issue. (ठीक है सर, कोई इशू नहीं।)\n[17s] CUSTOMER: If it's less, then in taking it... (कम होता है तो लेने में...)\n[19s] AGENT: Yes? (हां?)\n[19s] AGENT: No no, what you're saying is right, sir. Actually, the pricing is going very competitive because our quantity is also retail, right sir? (नहीं नहीं, बात सही है सर। एक्चुअली क्या है pricing बहुत competitive ही जा रहा है क्योंकि quantity भी अपना retail रहता है ना सर।)\n[23s] CUSTOMER: That's right, even in retail it should be fine, right? You... compared to local, your operation is much bigger, right? (बराबर है, retail में फिर भी ठीक है ना। आप लोकल से तो आपका पूरा बड़ा काम है ना।)\n[27s] AGENT: What you're saying is right, sir. (बात सही है सर।)\n[28s] CUSTOMER: Yes, local and then you are giving the same rate, so what's the point. (हां, लोकल और फिर आप एक ही सेम ही रेट दे रहे तो फिर क्या है।)\n[31s] AGENT: Okay, sir. If some additional support for the price comes, I will let you know. (ठीक है ना सर। प्राइस का अगर कुछ सपोर्ट एडिशनल आता है तो मैं आपको बताता हूं इसमें।)\n[34s] CUSTOMER: Okay. (ठीक है।)\n[34s] AGENT: Okay sir. (ओके सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "noisy: Significant background noise from a call center environment on the agent's side.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 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": "When a customer objects on price, you must counter it by explaining our 'landed cost' advantage instead of simply agreeing with them and ending the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent opened by asking for requirements, and the customer immediately raised a price objection, stating JSW One's rates are the same as local suppliers. The customer confirmed they have a requirement but see no benefit. The agent agreed with the customer's price concern, failed to conduct any discovery or counter the objection, and ended the call with a vague promise to call back if prices improve.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One.\", \"comment\": \"Agent identified JSW One but did not greet, use the customer's name, or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, is there any requirement for sheet metals etc.?\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six required discovery questions about the customer's business or procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"There is a requirement, but the rate doesn't work out.\", \"comment\": \"Although the customer confirmed a requirement, the agent did not attempt to capture any specifics like grade, size, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If some additional support for the price comes, I will let you know.\", \"comment\": \"The closing was a vague, non-committal statement, not a specific next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer objects on price, you must counter it by explaining our 'landed cost' advantage instead of simply agreeing with them and ending the call.\", \"segment_detected\": \"unknown\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"The rate doesn't work out, sir. There is a requirement, but the rate doesn't work out. The local rate and your rate come out to be the same, so what's the benefit then?\", \"response\": \"That's right, sir... Actually, the pricing is going very competitive because our quantity is also retail, right sir?\"}], \"call_summary\": \"The agent opened by asking for requirements, and the customer immediately raised a price objection, stating JSW One's rates are the same as local suppliers. The customer confirmed they have a requirement but see no benefit. The agent agreed with the customer's price concern, failed to conduct any discovery or counter the objection, and ended the call with a vague promise to call back if prices improve.\"}", "error": null, "latency_ms": 25165, "input_tokens": 3149, "output_tokens": 869, "created_at": "2026-09-25 12:09:05", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.5, "agent_talk_sec": 13.8, "customer_talk_sec": 13.8, "dead_air_sec": 50.4, "longest_monologue_sec": 4.0, "agent_wpm": 313.0, "interruptions": 0, "agent_turns": 11, "customer_turns": 8, "discovery_qs": 4, "words_agent": 72, "words_customer": 77, "monologue_heavy": 0, "turns": [ { "ucid": "21112178955540971", "idx": 0, "speaker": "customer", "start_s": 0.8, "end_s": 1.2, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178955540971", "idx": 1, "speaker": "agent", "start_s": 1.5, "end_s": 1.8, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178955540971", "idx": 2, "speaker": "agent", "start_s": 2.0, "end_s": 3.6, "text_en": "Sir, I was calling from JSW One.", "text_native": "सर JSW One से बात कर रहा था मैं।" }, { "ucid": "21112178955540971", "idx": 3, "speaker": "customer", "start_s": 3.9, "end_s": 4.3, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178955540971", "idx": 4, "speaker": "agent", "start_s": 4.8, "end_s": 6.8, "text_en": "Sir, is there any requirement for sheet metals etc.?", "text_native": "सर कुछ रिक्वायरमेंट है sheet metals वगेरा में?" }, { "ucid": "21112178955540971", "idx": 5, "speaker": "customer", "start_s": 7.1, "end_s": 10.0, "text_en": "The rate doesn't work out, sir. There is a requirement, but the rate doesn't work out.", "text_native": "रेट का नहीं जमता है सर। रिक्वायरमेंट तो रहता है लेकिन रेट का नहीं जमता है।" }, { "ucid": "21112178955540971", "idx": 6, "speaker": "agent", "start_s": 10.1, "end_s": 10.5, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178955540971", "idx": 7, "speaker": "customer", "start_s": 10.6, "end_s": 13.2, "text_en": "The local rate and your rate come out to be the same, so what's the benefit then?", "text_native": "लोकल का रेट और तुम्हारा रेट सेम ही आता है, क्या फिर फायदा है?" }, { "ucid": "21112178955540971", "idx": 8, "speaker": "agent", "start_s": 13.6, "end_s": 14.3, "text_en": "That's right, sir.", "text_native": "बराबर है सर।" }, { "ucid": "21112178955540971", "idx": 9, "speaker": "agent", "start_s": 16.2, "end_s": 17.2, "text_en": "Okay sir, no issue.", "text_native": "ठीक है सर, कोई इशू नहीं।" }, { "ucid": "21112178955540971", "idx": 10, "speaker": "customer", "start_s": 17.3, "end_s": 18.5, "text_en": "If it's less, then in taking it...", "text_native": "कम होता है तो लेने में..." }, { "ucid": "21112178955540971", "idx": 11, "speaker": "agent", "start_s": 18.6, "end_s": 18.9, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178955540971", "idx": 12, "speaker": "agent", "start_s": 19.1, "end_s": 22.8, "text_en": "No no, what you're saying is right, sir. Actually, the pricing is going very competitive because our quantity is also retail, right sir?", "text_native": "नहीं नहीं, बात सही है सर। एक्चुअली क्या है pricing बहुत competitive ही जा रहा है क्योंकि quantity भी अपना retail रहता है ना सर।" }, { "ucid": "21112178955540971", "idx": 13, "speaker": "customer", "start_s": 23.3, "end_s": 26.8, "text_en": "That's right, even in retail it should be fine, right? You... compared to local, your operation is much bigger, right?", "text_native": "बराबर है, retail में फिर भी ठीक है ना। आप लोकल से तो आपका पूरा बड़ा काम है ना।" }, { "ucid": "21112178955540971", "idx": 14, "speaker": "agent", "start_s": 27.1, "end_s": 27.8, "text_en": "What you're saying is right, sir.", "text_native": "बात सही है सर।" }, { "ucid": "21112178955540971", "idx": 15, "speaker": "customer", "start_s": 28.1, "end_s": 30.5, "text_en": "Yes, local and then you are giving the same rate, so what's the point.", "text_native": "हां, लोकल और फिर आप एक ही सेम ही रेट दे रहे तो फिर क्या है।" }, { "ucid": "21112178955540971", "idx": 16, "speaker": "agent", "start_s": 30.9, "end_s": 33.5, "text_en": "Okay, sir. If some additional support for the price comes, I will let you know.", "text_native": "ठीक है ना सर। प्राइस का अगर कुछ सपोर्ट एडिशनल आता है तो मैं आपको बताता हूं इसमें।" }, { "ucid": "21112178955540971", "idx": 17, "speaker": "customer", "start_s": 33.8, "end_s": 34.2, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178955540971", "idx": 18, "speaker": "agent", "start_s": 34.5, "end_s": 35.0, "text_en": "Okay sir.", "text_native": "ओके सर।" } ], "steps": [ { "ucid": "21112178955540971", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I was calling from JSW One.", "comment": "Agent identified JSW One but did not greet, use the customer's name, or ask for permission to speak." }, { "ucid": "21112178955540971", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, is there any requirement for sheet metals etc.?", "comment": "Agent did not lead with a supply or price hook, instead jumping directly to asking for requirements." }, { "ucid": "21112178955540971", "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 of the six required discovery questions about the customer's business or procurement." }, { "ucid": "21112178955540971", "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 consequently no USPs were pitched." }, { "ucid": "21112178955540971", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "There is a requirement, but the rate doesn't work out.", "comment": "Although the customer confirmed a requirement, the agent did not attempt to capture any specifics like grade, size, or quantity." }, { "ucid": "21112178955540971", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "If some additional support for the price comes, I will let you know.", "comment": "The closing was a vague, non-committal statement, not a specific next step like a quote or a scheduled callback." } ], "objections": [ { "ucid": "21112178955540971", "obj_type": "price", "state": "mishandled", "evidence": "The rate doesn't work out, sir. There is a requirement, but the rate doesn't work out. The local rate and your rate come out to be the same, so what's the benefit then?", "response": "That's right, sir... Actually, the pricing is going very competitive because our quantity is also retail, right sir?" } ], "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": [] }