{ "ucid": "21112178955573381", "call_date": "2026-09-16", "start_time": "2026-09-16 16:18:53", "end_time": "2026-09-16 16:19:51", "duration_sec": 58, "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/DIAc2c89d2415b75b55ee9191096b6f3eba.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1711, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955573381__DIAc2c89d2415b75b55ee9191096b6f3eba.mp3", "audio_bytes": 112536, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 37.512, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Yes, tell me sir. (हाँ बोलिए सर।)\n[3s] AGENT: Sir, I'm calling from JSW One. Am I speaking with New Business Industries? (सर JSW One से बात कर रहा हूँ। New Business Industries में बात हो रही है मेरी?)\n[6s] CUSTOMER: Yes, tell me sir. (हाँ बोलिए सर।)\n[7s] AGENT: Uh sir, are you looking for any requirement in sheet metals etc.? (अह सर कुछ requirement में देख रहे हो sheet metals वगेरा में?)\n[10s] CUSTOMER: Right now there is no requirement, sir. What is the current rate? (अभी फिलहाल तो कोई नहीं सर requirement. अभी rate क्या चालू है?)\n[12s] CUSTOMER: For 50 and 60? (50 और 60 में?)\n[13s] AGENT: Uh how much, in which grades sir, will you repeat? (अह कितने, कौनसे कौनसे grade में सर वापिस बोलेंगे?)\n[15s] CUSTOMER: In 50 sir. In 1250 and 2500. (50 में सर। 1250 और 2500 में।)\n[18s] AGENT: Uh, I will check and send you the quotation for that, sir. Is that okay for once? (अह मैं check करके आपको सर डाल देता हूँ quotation उसका, चलिए ना एक बार?)\n[21s] CUSTOMER: Okay sir.\n[21s] AGENT: Yes. (हाँ।)\n[23s] CUSTOMER: This product also (ये भी product)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: The customer's last turn is cut off mid-sentence.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "The customer showed interest by asking for a price, but you missed the chance to understand their business. Before offering a quote, ask what they manufacture and their monthly usage to build value and tailor your pitch.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a manufacturing lead who, despite initially stating no requirement, immediately asked for the current rate on specific materials. The agent skipped discovery and qualification, moving directly to promising a quote. The call ended with an agreement to send the quotation, but with no context on the customer's business or full needs.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I'm calling from JSW One. Am I speaking with New Business Industries?\", \"comment\": \"The agent successfully greeted, stated their company, and used the customer's name to open the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply-led hook, instead moving directly to a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions about the customer's business, application, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh how much, in which grades sir, will you repeat?\", \"comment\": \"Although the customer provided some specs, the agent failed to capture critical qualifying details like quantity, location, or delivery date.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, I will check and send you the quotation for that, sir. Is that okay for once?\", \"comment\": \"The agent established a clear next step of sending a quotation and got the customer's agreement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The customer showed interest by asking for a price, but you missed the chance to understand their business. Before offering a quote, ask what they manufacture and their monthly usage to build value and tailor your pitch.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a manufacturing lead who, despite initially stating no requirement, immediately asked for the current rate on specific materials. The agent skipped discovery and qualification, moving directly to promising a quote. The call ended with an agreement to send the quotation, but with no context on the customer's business or full needs.\"}", "error": null, "latency_ms": 30022, "input_tokens": 2939, "output_tokens": 745, "created_at": "2026-09-25 12:09:03", "sentiment": "negative", "sentiment_score": -0.357, "sentiment_confidence": "high", "pos": 1, "neg": 4, "lex_hits": 4, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.614, "agent_talk_sec": 11.3, "customer_talk_sec": 7.1, "dead_air_sec": 39.6, "longest_monologue_sec": 3.0, "agent_wpm": 286.7, "interruptions": 0, "agent_turns": 6, "customer_turns": 8, "discovery_qs": 4, "words_agent": 54, "words_customer": 37, "monologue_heavy": 0, "turns": [ { "ucid": "21112178955573381", "idx": 0, "speaker": "customer", "start_s": 0.98, "end_s": 1.34, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178955573381", "idx": 1, "speaker": "agent", "start_s": 1.64, "end_s": 2.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178955573381", "idx": 2, "speaker": "customer", "start_s": 2.23, "end_s": 2.83, "text_en": "Yes, tell me sir.", "text_native": "हाँ बोलिए सर।" }, { "ucid": "21112178955573381", "idx": 3, "speaker": "agent", "start_s": 3.06, "end_s": 6.04, "text_en": "Sir, I'm calling from JSW One. Am I speaking with New Business Industries?", "text_native": "सर JSW One से बात कर रहा हूँ। New Business Industries में बात हो रही है मेरी?" }, { "ucid": "21112178955573381", "idx": 4, "speaker": "customer", "start_s": 6.2, "end_s": 6.81, "text_en": "Yes, tell me sir.", "text_native": "हाँ बोलिए सर।" }, { "ucid": "21112178955573381", "idx": 5, "speaker": "agent", "start_s": 7.04, "end_s": 9.5, "text_en": "Uh sir, are you looking for any requirement in sheet metals etc.?", "text_native": "अह सर कुछ requirement में देख रहे हो sheet metals वगेरा में?" }, { "ucid": "21112178955573381", "idx": 6, "speaker": "customer", "start_s": 9.62, "end_s": 11.54, "text_en": "Right now there is no requirement, sir. What is the current rate?", "text_native": "अभी फिलहाल तो कोई नहीं सर requirement. अभी rate क्या चालू है?" }, { "ucid": "21112178955573381", "idx": 7, "speaker": "customer", "start_s": 11.81, "end_s": 12.54, "text_en": "For 50 and 60?", "text_native": "50 और 60 में?" }, { "ucid": "21112178955573381", "idx": 8, "speaker": "agent", "start_s": 13.0, "end_s": 15.24, "text_en": "Uh how much, in which grades sir, will you repeat?", "text_native": "अह कितने, कौनसे कौनसे grade में सर वापिस बोलेंगे?" }, { "ucid": "21112178955573381", "idx": 9, "speaker": "customer", "start_s": 15.34, "end_s": 17.24, "text_en": "In 50 sir. In 1250 and 2500.", "text_native": "50 में सर। 1250 और 2500 में।" }, { "ucid": "21112178955573381", "idx": 10, "speaker": "agent", "start_s": 17.54, "end_s": 20.5, "text_en": "Uh, I will check and send you the quotation for that, sir. Is that okay for once?", "text_native": "अह मैं check करके आपको सर डाल देता हूँ quotation उसका, चलिए ना एक बार?" }, { "ucid": "21112178955573381", "idx": 11, "speaker": "customer", "start_s": 20.6, "end_s": 21.04, "text_en": "Okay sir.", "text_native": "Okay sir." }, { "ucid": "21112178955573381", "idx": 12, "speaker": "agent", "start_s": 21.34, "end_s": 21.64, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178955573381", "idx": 13, "speaker": "customer", "start_s": 22.84, "end_s": 23.34, "text_en": "This product also", "text_native": "ये भी product" } ], "steps": [ { "ucid": "21112178955573381", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, I'm calling from JSW One. Am I speaking with New Business Industries?", "comment": "The agent successfully greeted, stated their company, and used the customer's name to open the call." }, { "ucid": "21112178955573381", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a supply-led hook, instead moving directly to a generic requirement question." }, { "ucid": "21112178955573381", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked zero discovery questions about the customer's business, application, or procurement habits." }, { "ucid": "21112178955573381", "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 performed, and consequently no USPs were pitched." }, { "ucid": "21112178955573381", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh how much, in which grades sir, will you repeat?", "comment": "Although the customer provided some specs, the agent failed to capture critical qualifying details like quantity, location, or delivery date." }, { "ucid": "21112178955573381", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh, I will check and send you the quotation for that, sir. Is that okay for once?", "comment": "The agent established a clear next step of sending a quotation and got the customer's agreement." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [ "rejection" ] }