{ "ucid": "21112178955979021", "call_date": "2026-09-16", "start_time": "2026-09-16 17:26:30", "end_time": "2026-09-16 17:27:48", "duration_sec": 78, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa598940ffd425538f246e7a1deb11d7b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1693, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955979021__DIAa598940ffd425538f246e7a1deb11d7b.mp3", "audio_bytes": 160920, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 53.64, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[2s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes. (हां जी।)\n[3s] AGENT: Yes, good evening sir. Ronak Mehta speaking from JSW One. Is there any requirement for GI GP coils? (जी, गुड इवनिंग सर। रौनक मेहता बात कर रहा हूं JSW One से। कुछ भी GI GP coils में कुछ रिक्वायरमेंट आ रही है?)\n[8s] CUSTOMER: The thing is, your rates are very high, so the deal doesn't happen. We are talking to you, we do talk. (बात ये है कि आपके रेट बहुत ज्यादा होते हैं तो डील हो नहीं पाती। हम तो कर रहे हैं बात आपसे, करते हैं।)\n[12s] AGENT: Yes, I can see that a transaction has never happened. So what is the problem with this? (हां, मैं देख रहा हूं ट्रांजैक्शन कभी हुआ नहीं है। तो क्या प्रॉब्लम क्या आ रहा है इसका?)\n[15s] CUSTOMER: Price, your price is high. We get a cheaper price from the market. (प्राइस, प्राइस ज्यादा है आपके। प्राइस मार्केट से सस्ता मिलता है हमें।)\n[17s] AGENT: Okay. How much is the difference? (अच्छा। कितना डिफरेंस आ रहा है?)\n[19s] CUSTOMER: I don't know exactly right now, but the rates are higher. There is a difference of two or three rupees. (वो तो अभी ऐसे तो पता नहीं, ज्यादा ही होते हैं रेट। दो तीन रुपये का फर्क होता है।)\n[23s] AGENT: Two or three rupees, sir? (दो तीन रुपये का सर?)\n[24s] CUSTOMER: Yes, yes, yes. (जी जी जी।)\n[24s] AGENT: Okay. I'll talk about it once. Is there anything right now? Is there any requirement currently? (ठीक है। मैं एक बार बात कर लेता हूं। कुछ अभी है क्या? अभी करंट करंट में कुछ रिक्वायरमेंट आ रही है?)\n[29s] CUSTOMER: It keeps coming, the requirement keeps coming. It comes in a week or ten days. (आती रहती है, आती रहती है रिक्वायरमेंट तो। हफ्ते दस दिन में आ जाती है।)\n[32s] AGENT: Okay, I'll stay in touch with you. I'll connect with you next week, will that work? (ठीक है, मैं आपसे कनेक्ट में रहता हूं। एक कनेक्ट करता हूं आपको नेक्स्ट वीक में, चलेगा?)\n[35s] CUSTOMER: Okay. (ठीक है।)\n[35s] AGENT: Done done. Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: Some faint background chatter is present but doesn't affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 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": 1.0, "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\"]", "pitch_coaching_note": "When faced with an immediate price objection, acknowledge it but pivot back to discovery to understand the customer's needs before you try to solve for price.", "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 customer immediately raised a price objection, stating JSW One's rates are consistently 2-3 rupees higher than the market. The agent did not attempt discovery or counter the objection, instead asking about current requirements. The call ended with the agent agreeing to call the customer back the following week.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak; he went straight into a product question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a hook; the customer pre-empted with an objection and the agent did not attempt to introduce a benefit.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, usage, or procurement process.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation was entirely focused on a past price objection and setting a callback.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Is there any requirement currently?\", \"comment\": \"The agent asked if a requirement exists but failed to capture any specific details like grade, size, quantity, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll connect with you next week, will that work?\", \"comment\": \"The agent secured a clear, committed next step with a specific timeframe which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When faced with an immediate price objection, acknowledge it but pivot back to discovery to understand the customer's needs before you try to solve for price.\", \"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\": \"your rates are very high, so the deal doesn't happen.\", \"response\": \"Okay. How much is the difference?\"}], \"call_summary\": \"The customer immediately raised a price objection, stating JSW One's rates are consistently 2-3 rupees higher than the market. The agent did not attempt discovery or counter the objection, instead asking about current requirements. The call ended with the agent agreeing to call the customer back the following week.\"}", "error": null, "latency_ms": 23589, "input_tokens": 3133, "output_tokens": 779, "created_at": "2026-09-25 12:08:13", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 1, "neg": 1, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.573, "agent_talk_sec": 18.9, "customer_talk_sec": 14.1, "dead_air_sec": 45.0, "longest_monologue_sec": 4.8, "agent_wpm": 260.3, "interruptions": 0, "agent_turns": 8, "customer_turns": 9, "discovery_qs": 7, "words_agent": 82, "words_customer": 76, "monologue_heavy": 0, "turns": [ { "ucid": "21112178955979021", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.5, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178955979021", "idx": 1, "speaker": "customer", "start_s": 1.83, "end_s": 2.2, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178955979021", "idx": 2, "speaker": "agent", "start_s": 2.5, "end_s": 2.8, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178955979021", "idx": 3, "speaker": "customer", "start_s": 3.0, "end_s": 3.2, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178955979021", "idx": 4, "speaker": "agent", "start_s": 3.4, "end_s": 7.8, "text_en": "Yes, good evening sir. Ronak Mehta speaking from JSW One. Is there any requirement for GI GP coils?", "text_native": "जी, गुड इवनिंग सर। रौनक मेहता बात कर रहा हूं JSW One से। कुछ भी GI GP coils में कुछ रिक्वायरमेंट आ रही है?" }, { "ucid": "21112178955979021", "idx": 5, "speaker": "customer", "start_s": 8.0, "end_s": 12.0, "text_en": "The thing is, your rates are very high, so the deal doesn't happen. We are talking to you, we do talk.", "text_native": "बात ये है कि आपके रेट बहुत ज्यादा होते हैं तो डील हो नहीं पाती। हम तो कर रहे हैं बात आपसे, करते हैं।" }, { "ucid": "21112178955979021", "idx": 6, "speaker": "agent", "start_s": 12.2, "end_s": 15.0, "text_en": "Yes, I can see that a transaction has never happened. So what is the problem with this?", "text_native": "हां, मैं देख रहा हूं ट्रांजैक्शन कभी हुआ नहीं है। तो क्या प्रॉब्लम क्या आ रहा है इसका?" }, { "ucid": "21112178955979021", "idx": 7, "speaker": "customer", "start_s": 15.0, "end_s": 17.0, "text_en": "Price, your price is high. We get a cheaper price from the market.", "text_native": "प्राइस, प्राइस ज्यादा है आपके। प्राइस मार्केट से सस्ता मिलता है हमें।" }, { "ucid": "21112178955979021", "idx": 8, "speaker": "agent", "start_s": 17.0, "end_s": 19.0, "text_en": "Okay. How much is the difference?", "text_native": "अच्छा। कितना डिफरेंस आ रहा है?" }, { "ucid": "21112178955979021", "idx": 9, "speaker": "customer", "start_s": 19.2, "end_s": 22.8, "text_en": "I don't know exactly right now, but the rates are higher. There is a difference of two or three rupees.", "text_native": "वो तो अभी ऐसे तो पता नहीं, ज्यादा ही होते हैं रेट। दो तीन रुपये का फर्क होता है।" }, { "ucid": "21112178955979021", "idx": 10, "speaker": "agent", "start_s": 22.8, "end_s": 23.5, "text_en": "Two or three rupees, sir?", "text_native": "दो तीन रुपये का सर?" }, { "ucid": "21112178955979021", "idx": 11, "speaker": "customer", "start_s": 23.5, "end_s": 24.0, "text_en": "Yes, yes, yes.", "text_native": "जी जी जी।" }, { "ucid": "21112178955979021", "idx": 12, "speaker": "agent", "start_s": 24.0, "end_s": 28.8, "text_en": "Okay. I'll talk about it once. Is there anything right now? Is there any requirement currently?", "text_native": "ठीक है। मैं एक बार बात कर लेता हूं। कुछ अभी है क्या? अभी करंट करंट में कुछ रिक्वायरमेंट आ रही है?" }, { "ucid": "21112178955979021", "idx": 13, "speaker": "customer", "start_s": 28.8, "end_s": 31.5, "text_en": "It keeps coming, the requirement keeps coming. It comes in a week or ten days.", "text_native": "आती रहती है, आती रहती है रिक्वायरमेंट तो। हफ्ते दस दिन में आ जाती है।" }, { "ucid": "21112178955979021", "idx": 14, "speaker": "agent", "start_s": 31.8, "end_s": 34.8, "text_en": "Okay, I'll stay in touch with you. I'll connect with you next week, will that work?", "text_native": "ठीक है, मैं आपसे कनेक्ट में रहता हूं। एक कनेक्ट करता हूं आपको नेक्स्ट वीक में, चलेगा?" }, { "ucid": "21112178955979021", "idx": 15, "speaker": "customer", "start_s": 34.8, "end_s": 35.0, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178955979021", "idx": 16, "speaker": "agent", "start_s": 35.3, "end_s": 36.2, "text_en": "Done done. Okay.", "text_native": "Done done. Okay." } ], "steps": [ { "ucid": "21112178955979021", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not use the customer's name or ask for permission to speak; he went straight into a product question." }, { "ucid": "21112178955979021", "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 deliver a hook; the customer pre-empted with an objection and the agent did not attempt to introduce a benefit." }, { "ucid": "21112178955979021", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, usage, or procurement process." }, { "ucid": "21112178955979021", "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 entirely focused on a past price objection and setting a callback." }, { "ucid": "21112178955979021", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Is there any requirement currently?", "comment": "The agent asked if a requirement exists but failed to capture any specific details like grade, size, quantity, or location." }, { "ucid": "21112178955979021", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll connect with you next week, will that work?", "comment": "The agent secured a clear, committed next step with a specific timeframe which the customer accepted." } ], "objections": [ { "ucid": "21112178955979021", "obj_type": "price", "state": "mishandled", "evidence": "your rates are very high, so the deal doesn't happen.", "response": "Okay. How much is the difference?" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }