{ "ucid": "21112178955568991", "call_date": "2026-09-16", "start_time": "2026-09-16 16:18:09", "end_time": "2026-09-16 16:19:42", "duration_sec": 93, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA340621fa94d02cf01cc5d669e087ab87.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1712, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955568991__DIA340621fa94d02cf01cc5d669e087ab87.mp3", "audio_bytes": 227880, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 75.96, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello. (हॅलो.)\n[3s] AGENT: Hello, Girnar Steel Furniture? (हॅलो, गिरनार स्टील फर्निचर?)\n[5s] CUSTOMER: Speaking. (बोल रहा हूं।)\n[6s] AGENT: Uh sir, Sudeep speaking from JSW One MSME, from Jindal Steel. (अ सर, सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील से।)\n[9s] CUSTOMER: Tell me, sir. (बोलिए सर।)\n[10s] AGENT: Your company was registered on our portal, sir. This was a follow-up call regarding steel procurement. (ये आपका कंपनी रजिस्टर्ड हुआ था सर पोर्टल पर हमारे, स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था।)\n[13s] AGENT: I wanted to know, do you have any requirement in CR two right now, sir? (जानना था अभी CR two में कुछ रिक्वायरमेंट है सर आपको?)\n[16s] CUSTOMER: Just need the rate. (रेट ही चाहिए।)\n[18s] AGENT: Rate? (रेट?)\n[19s] CUSTOMER: Yes, rate, rate. (हां, रेट रेट।)\n[20s] AGENT: Can you tell me the sizes? When are you planning to buy? (आप साइजेस मुझे बता सकते हो? कब तक प्लान कर रहे हो लेने का आप?)\n[23s] CUSTOMER: Hello? (हॅलो?)\n[24s] CUSTOMER: Yes yes, need 8060 material, and one 40. (हां हां, 8060 का माल हो ना, और एक 40.)\n[26s] AGENT: No, but when are you planning to buy? Is it an immediate plan or do you just need the price for now? (नहीं बट आप प्लानिंग कब कर रहे हो लेने का? इमीडिएट प्लानिंग है आपका कि अभी सिर्फ प्राइस चाहिए आपको?)\n[30s] CUSTOMER: You give the price, if the rate is right, we will buy. (प्राइस दोगे, अगर रेट बराबर रहेगा तो हम लेंगे।)\n[32s] AGENT: Okay, okay, okay. What I'll do, sir, is I'm sending you a 'hi' on WhatsApp. Please WhatsApp me your sizes. Our MOQ is of three tons. So accordingly, I will take it into the inquiry system and give you a quotation for it, sir. (ओके ओके ओके। मैं क्या करता हूं सर, आपको है ना WhatsApp पे hi लिख के भेज रहा हूं। एक बार आपकी साइजेस मुझे WhatsApp कर दो ना। हमारा MOQ है of three tons. So accordingly मैं इंक्वायरी सिस्टम में लेके आपको इसका कोटेशन दे देता हूं सर।)\n[40s] CUSTOMER: That's fine, three tons of material. (चलेगा ना, three ton माल।)\n[41s] AGENT: I have already sent a 'hi', please check. I sent it from my number. Right now, I have called you from the system's number. Please WhatsApp me the requirement once, I will quote you immediately, sir. Okay? (पहले hi लिखा है देखो आपको। मेरे मेरे नंबर से भेजा। अभी फिलहाल मैंने सिस्टम के नंबर से फोन किया आपको। आप प्लीज एक बार वो मेरेको रिक्वायरमेंट WhatsApp कर दो, मैं इमीडिएटली आपको कोट करता हूं सर। ओके?)\n[48s] CUSTOMER: Yes. (हां।)\n[49s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 21, "connected": 1, "audio_notes": "clear: Minor background noise is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "21 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You missed the chance to build value. Start with the supply hook to create interest, then use discovery questions to understand the customer's business before jumping to their immediate requirement.", "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 called a steel furniture manufacturer following a portal registration. The customer was direct and asked only for a rate on CR material. The agent moved to qualify the requirement and set a next step to receive specifications via WhatsApp, promising an immediate quote in return.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent focused only on qualifying an immediate need.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I wanted to know, do you have any requirement in CR two right now, sir?\", \"comment\": \"Agent asked for a current requirement and attempted to capture the necessary details to provide a quote.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Please WhatsApp me the requirement once, I will quote you immediately, sir. Okay?\", \"comment\": \"Agent set a clear next step of providing an immediate quote upon receiving the specs via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the chance to build value. Start with the supply hook to create interest, then use discovery questions to understand the customer's business before jumping to their immediate requirement.\", \"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 called a steel furniture manufacturer following a portal registration. The customer was direct and asked only for a rate on CR material. The agent moved to qualify the requirement and set a next step to receive specifications via WhatsApp, promising an immediate quote in return.\"}", "error": null, "latency_ms": 35505, "input_tokens": 3347, "output_tokens": 695, "created_at": "2026-09-25 12:09:09", "sentiment": "positive", "sentiment_score": 0.333, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.754, "agent_talk_sec": 30.0, "customer_talk_sec": 9.8, "dead_air_sec": 53.2, "longest_monologue_sec": 7.7, "agent_wpm": 330.0, "interruptions": 0, "agent_turns": 11, "customer_turns": 10, "discovery_qs": 8, "words_agent": 165, "words_customer": 40, "monologue_heavy": 1, "turns": [ { "ucid": "21112178955568991", "idx": 0, "speaker": "customer", "start_s": 1.58, "end_s": 2.08, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178955568991", "idx": 1, "speaker": "agent", "start_s": 2.3, "end_s": 2.63, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178955568991", "idx": 2, "speaker": "agent", "start_s": 3.0, "end_s": 4.4, "text_en": "Hello, Girnar Steel Furniture?", "text_native": "हॅलो, गिरनार स्टील फर्निचर?" }, { "ucid": "21112178955568991", "idx": 3, "speaker": "customer", "start_s": 4.8, "end_s": 5.47, "text_en": "Speaking.", "text_native": "बोल रहा हूं।" }, { "ucid": "21112178955568991", "idx": 4, "speaker": "agent", "start_s": 5.7, "end_s": 8.5, "text_en": "Uh sir, Sudeep speaking from JSW One MSME, from Jindal Steel.", "text_native": "अ सर, सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील से।" }, { "ucid": "21112178955568991", "idx": 5, "speaker": "customer", "start_s": 8.97, "end_s": 9.5, "text_en": "Tell me, sir.", "text_native": "बोलिए सर।" }, { "ucid": "21112178955568991", "idx": 6, "speaker": "agent", "start_s": 9.8, "end_s": 12.9, "text_en": "Your company was registered on our portal, sir. This was a follow-up call regarding steel procurement.", "text_native": "ये आपका कंपनी रजिस्टर्ड हुआ था सर पोर्टल पर हमारे, स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था।" }, { "ucid": "21112178955568991", "idx": 7, "speaker": "agent", "start_s": 13.4, "end_s": 15.7, "text_en": "I wanted to know, do you have any requirement in CR two right now, sir?", "text_native": "जानना था अभी CR two में कुछ रिक्वायरमेंट है सर आपको?" }, { "ucid": "21112178955568991", "idx": 8, "speaker": "customer", "start_s": 16.3, "end_s": 17.1, "text_en": "Just need the rate.", "text_native": "रेट ही चाहिए।" }, { "ucid": "21112178955568991", "idx": 9, "speaker": "agent", "start_s": 17.6, "end_s": 18.0, "text_en": "Rate?", "text_native": "रेट?" }, { "ucid": "21112178955568991", "idx": 10, "speaker": "customer", "start_s": 18.7, "end_s": 19.5, "text_en": "Yes, rate, rate.", "text_native": "हां, रेट रेट।" }, { "ucid": "21112178955568991", "idx": 11, "speaker": "agent", "start_s": 19.8, "end_s": 21.9, "text_en": "Can you tell me the sizes? When are you planning to buy?", "text_native": "आप साइजेस मुझे बता सकते हो? कब तक प्लान कर रहे हो लेने का आप?" }, { "ucid": "21112178955568991", "idx": 12, "speaker": "customer", "start_s": 22.7, "end_s": 23.1, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178955568991", "idx": 13, "speaker": "customer", "start_s": 23.7, "end_s": 26.0, "text_en": "Yes yes, need 8060 material, and one 40.", "text_native": "हां हां, 8060 का माल हो ना, और एक 40." }, { "ucid": "21112178955568991", "idx": 14, "speaker": "agent", "start_s": 26.5, "end_s": 29.4, "text_en": "No, but when are you planning to buy? Is it an immediate plan or do you just need the price for now?", "text_native": "नहीं बट आप प्लानिंग कब कर रहे हो लेने का? इमीडिएट प्लानिंग है आपका कि अभी सिर्फ प्राइस चाहिए आपको?" }, { "ucid": "21112178955568991", "idx": 15, "speaker": "customer", "start_s": 29.7, "end_s": 32.1, "text_en": "You give the price, if the rate is right, we will buy.", "text_native": "प्राइस दोगे, अगर रेट बराबर रहेगा तो हम लेंगे।" }, { "ucid": "21112178955568991", "idx": 16, "speaker": "agent", "start_s": 32.2, "end_s": 39.9, "text_en": "Okay, okay, okay. What I'll do, sir, is I'm sending you a 'hi' on WhatsApp. Please WhatsApp me your sizes. Our MOQ is of three tons. So accordingly, I will take it into the inquiry system and give you a quotation for it, sir.", "text_native": "ओके ओके ओके। मैं क्या करता हूं सर, आपको है ना WhatsApp पे hi लिख के भेज रहा हूं। एक बार आपकी साइजेस मुझे WhatsApp कर दो ना। हमारा MOQ है of three tons. So accordingly मैं इंक्वायरी सिस्टम में लेके आपको इसका कोटेशन दे देता हूं सर।" }, { "ucid": "21112178955568991", "idx": 17, "speaker": "customer", "start_s": 40.1, "end_s": 41.2, "text_en": "That's fine, three tons of material.", "text_native": "चलेगा ना, three ton माल।" }, { "ucid": "21112178955568991", "idx": 18, "speaker": "agent", "start_s": 41.2, "end_s": 47.8, "text_en": "I have already sent a 'hi', please check. I sent it from my number. Right now, I have called you from the system's number. Please WhatsApp me the requirement once, I will quote you immediately, sir. Okay?", "text_native": "पहले hi लिखा है देखो आपको। मेरे मेरे नंबर से भेजा। अभी फिलहाल मैंने सिस्टम के नंबर से फोन किया आपको। आप प्लीज एक बार वो मेरेको रिक्वायरमेंट WhatsApp कर दो, मैं इमीडिएटली आपको कोट करता हूं सर। ओके?" }, { "ucid": "21112178955568991", "idx": 19, "speaker": "customer", "start_s": 48.2, "end_s": 48.5, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178955568991", "idx": 20, "speaker": "agent", "start_s": 49.0, "end_s": 49.4, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178955568991", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted and identified but did not ask for permission to speak." }, { "ucid": "21112178955568991", "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 supply or price hook, instead jumping directly to asking for requirements." }, { "ucid": "21112178955568991", "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 agent focused only on qualifying an immediate need." }, { "ucid": "21112178955568991", "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 as no discovery was conducted to identify customer needs." }, { "ucid": "21112178955568991", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: I wanted to know, do you have any requirement in CR two right now, sir?", "comment": "Agent asked for a current requirement and attempted to capture the necessary details to provide a quote." }, { "ucid": "21112178955568991", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: Please WhatsApp me the requirement once, I will quote you immediately, sir. Okay?", "comment": "Agent set a clear next step of providing an immediate quote upon receiving the specs via WhatsApp." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }