{ "ucid": "21112178955963262", "call_date": "2026-09-16", "start_time": "2026-09-16 17:23:52", "end_time": "2026-09-16 17:25:01", "duration_sec": 69, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1f1d2d022742edf6f6f798892229804f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1695, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955963262__DIA1f1d2d022742edf6f6f798892229804f.mp3", "audio_bytes": 150120, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 50.04, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello (हेलो)\n[3s] CUSTOMER: Hello (हेलो)\n[4s] CUSTOMER: Hello (हेलो)\n[5s] AGENT: Yes? Yeah, good evening sir. I am Abdul speaking from JSW One. (Yes? Yeah, good evening sir. मैं अब्दुल बात कर रहा हूं JSW One से।)\n[9s] CUSTOMER: Okay.\n[9s] AGENT: Sir, your company was registered here by the name of Tech Trans Basar Martson. So I had called for that. Is there any requirement for steel, sir? (सर ये आपकी कंपनी यहां रजिस्टर्ड थी Tech Trans Basar Martson के नाम से। सो उसके लिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या सर स्टील में?)\n[15s] CUSTOMER: Sir, right now there is no requirement. (सर अभी तो नहीं है रिक्वायरमेंट।)\n[17s] AGENT: Okay sir. By when will there be a requirement, sir? Are you planning to purchase anything this month? (अच्छा सर। कब तक रिक्वायरमेंट होगा सर? इस मंथ कुछ प्लानिंग कर रहे हैं आप परचेस करने के लिए?)\n[21s] CUSTOMER: Our requirement is regular. (रेगुलर रहती है हमारी रिक्वायरमेंट।)\n[22s] AGENT: Okay, okay. What do you do? Do you do trading or manufacturing, sir? (अच्छा अच्छा। क्या करते हैं आप? ट्रेडिंग करते हैं कि मैन्युफैक्चरिंग करते हैं सर आप?)\n[26s] CUSTOMER: We do trading, sir. (ट्रेडिंग करते हैं सर।)\n[28s] AGENT: Okay, okay. Alright sir. When there is a requirement, please let me know. Okay? (अच्छा अच्छा। ठीक है सर जी। जब रिक्वायरमेंट हो तो मुझे बताइए। ठीक है?)\n[31s] CUSTOMER: Will let you know. (बता देंगे।)\n[32s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: The customer's side has some slight background noise but it does not affect transcription.", "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": 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": "Instead of immediately asking for requirements, start with a permission-based opener and a strong hook (e.g., price or availability) to build interest before you begin discovery.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead and identified them as a trader. The customer stated they have no current requirement but that their needs are regular. The agent did not attempt to build value or probe for future needs, ending the call with a passive request for the customer to call back when a requirement arises.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Is there any requirement for steel, sir?\", \"comment\": \"Agent did not ask for permission to speak, jumping directly to a requirement check instead of a proper opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook to create interest, instead asking directly for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What do you do? Do you do trading or manufacturing, sir?\", \"comment\": \"Agent only asked one of the six required discovery questions, identifying the customer as a trader.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call did not progress to this stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement for steel, sir?\", \"comment\": \"Agent successfully executed the intent of this step by asking if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"When there is a requirement, please let me know. Okay?\", \"comment\": \"The closure was passive and did not establish a specific, agent-owned next step like a scheduled callback or quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Instead of immediately asking for requirements, start with a permission-based opener and a strong hook (e.g., price or availability) to build interest before you begin discovery.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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 lead and identified them as a trader. The customer stated they have no current requirement but that their needs are regular. The agent did not attempt to build value or probe for future needs, ending the call with a passive request for the customer to call back when a requirement arises.\"}", "error": null, "latency_ms": 26120, "input_tokens": 2977, "output_tokens": 724, "created_at": "2026-09-25 12:08:17", "sentiment": "negative", "sentiment_score": -0.273, "sentiment_confidence": "high", "pos": 0, "neg": 3, "lex_hits": 3, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.723, "agent_talk_sec": 18.8, "customer_talk_sec": 7.2, "dead_air_sec": 43.0, "longest_monologue_sec": 4.8, "agent_wpm": 271.3, "interruptions": 0, "agent_turns": 6, "customer_turns": 8, "discovery_qs": 7, "words_agent": 85, "words_customer": 23, "monologue_heavy": 1, "turns": [ { "ucid": "21112178955963262", "idx": 0, "speaker": "customer", "start_s": 1.8, "end_s": 2.6, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178955963262", "idx": 1, "speaker": "customer", "start_s": 3.2, "end_s": 3.7, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178955963262", "idx": 2, "speaker": "customer", "start_s": 4.4, "end_s": 4.8, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178955963262", "idx": 3, "speaker": "agent", "start_s": 5.2, "end_s": 8.1, "text_en": "Yes? Yeah, good evening sir. I am Abdul speaking from JSW One.", "text_native": "Yes? Yeah, good evening sir. मैं अब्दुल बात कर रहा हूं JSW One से।" }, { "ucid": "21112178955963262", "idx": 4, "speaker": "customer", "start_s": 8.6, "end_s": 9.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178955963262", "idx": 5, "speaker": "agent", "start_s": 9.4, "end_s": 14.2, "text_en": "Sir, your company was registered here by the name of Tech Trans Basar Martson. So I had called for that. Is there any requirement for steel, sir?", "text_native": "सर ये आपकी कंपनी यहां रजिस्टर्ड थी Tech Trans Basar Martson के नाम से। सो उसके लिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या सर स्टील में?" }, { "ucid": "21112178955963262", "idx": 6, "speaker": "customer", "start_s": 14.8, "end_s": 16.5, "text_en": "Sir, right now there is no requirement.", "text_native": "सर अभी तो नहीं है रिक्वायरमेंट।" }, { "ucid": "21112178955963262", "idx": 7, "speaker": "agent", "start_s": 16.9, "end_s": 20.3, "text_en": "Okay sir. By when will there be a requirement, sir? Are you planning to purchase anything this month?", "text_native": "अच्छा सर। कब तक रिक्वायरमेंट होगा सर? इस मंथ कुछ प्लानिंग कर रहे हैं आप परचेस करने के लिए?" }, { "ucid": "21112178955963262", "idx": 8, "speaker": "customer", "start_s": 20.6, "end_s": 22.2, "text_en": "Our requirement is regular.", "text_native": "रेगुलर रहती है हमारी रिक्वायरमेंट।" }, { "ucid": "21112178955963262", "idx": 9, "speaker": "agent", "start_s": 22.5, "end_s": 25.6, "text_en": "Okay, okay. What do you do? Do you do trading or manufacturing, sir?", "text_native": "अच्छा अच्छा। क्या करते हैं आप? ट्रेडिंग करते हैं कि मैन्युफैक्चरिंग करते हैं सर आप?" }, { "ucid": "21112178955963262", "idx": 10, "speaker": "customer", "start_s": 26.1, "end_s": 27.2, "text_en": "We do trading, sir.", "text_native": "ट्रेडिंग करते हैं सर।" }, { "ucid": "21112178955963262", "idx": 11, "speaker": "agent", "start_s": 27.5, "end_s": 30.2, "text_en": "Okay, okay. Alright sir. When there is a requirement, please let me know. Okay?", "text_native": "अच्छा अच्छा। ठीक है सर जी। जब रिक्वायरमेंट हो तो मुझे बताइए। ठीक है?" }, { "ucid": "21112178955963262", "idx": 12, "speaker": "customer", "start_s": 30.7, "end_s": 31.4, "text_en": "Will let you know.", "text_native": "बता देंगे।" }, { "ucid": "21112178955963262", "idx": 13, "speaker": "agent", "start_s": 32.3, "end_s": 34.2, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178955963262", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Is there any requirement for steel, sir?", "comment": "Agent did not ask for permission to speak, jumping directly to a requirement check instead of a proper opener." }, { "ucid": "21112178955963262", "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 to create interest, instead asking directly for requirements." }, { "ucid": "21112178955963262", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "What do you do? Do you do trading or manufacturing, sir?", "comment": "Agent only asked one of the six required discovery questions, identifying the customer as a trader." }, { "ucid": "21112178955963262", "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 the call did not progress to this stage." }, { "ucid": "21112178955963262", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Is there any requirement for steel, sir?", "comment": "Agent successfully executed the intent of this step by asking if a current requirement exists." }, { "ucid": "21112178955963262", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "When there is a requirement, please let me know. Okay?", "comment": "The closure was passive and did not establish a specific, agent-owned next step like a scheduled callback or quote." } ], "objections": [], "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": [ "rejection" ] }