{ "ucid": "21112178956014811", "call_date": "2026-09-16", "start_time": "2026-09-16 17:32:28", "end_time": "2026-09-16 17:33:13", "duration_sec": 45, "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/DIA8bd43019ece67f8890df9ba616a2ba2c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1688, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956014811__DIA8bd43019ece67f8890df9ba616a2ba2c.mp3", "audio_bytes": 96120, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 32.04, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: Yes. (हां.)\n[2s] AGENT: Sir, Sudeep speaking from JSW One MSME. (सर सुदीप बोल रहा हूं JSW One MSME से।)\n[4s] CUSTOMER: From where? (किधर से?)\n[5s] AGENT: I'm speaking from JSW One MSME. (JSW One MSME से बोल रहा हूं।)\n[7s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[7s] AGENT: Your company was registered on our portal, sir. This was a follow-up call regarding steel procurement, sir. (ये आपकी कंपनी रजिस्टर्ड हुई थी सर पोर्टल पर हमारे। स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।)\n[11s] CUSTOMER: No, I had taken a quote in between, but that quote was higher than the local market, so I bought from the local market itself. (नहीं, मैंने एक बीच में कोट लिया था, लेकिन लोकल मार्केट से तो वो ज्यादा ही कोट था इसलिए फिर लोकल मार्केट से ही खरीद लिया।)\n[16s] AGENT: Hmm hmm hmm. Okay okay okay. Alright, not an issue. Thank you. (हम्म हम्म हम्म। अच्छा अच्छा अच्छा। ठीक है, नॉट एन इशू। थैंक यू।)\n[20s] CUSTOMER: Okay. (ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: Some minor background office noise is present but does not impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 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 says our price is high, you must not end the call; instead, handle the objection by asking what they are comparing (landed vs. base cost) and explain our value.", "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 made a follow-up call regarding a portal registration. The customer immediately stated that a previous JSW quote was higher than the local market price. The agent accepted this and ended the call without attempting any objection handling, discovery, or setting a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, Sudeep speaking from JSW One MSME.\", \"comment\": \"The agent identified himself and the company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"This was a follow-up call regarding steel procurement, sir.\", \"comment\": \"The agent stated the reason for the call but did not use a supply or price-led hook to create interest.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions after the customer raised an objection.\"}, {\"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\": \"\", \"comment\": \"The agent did not ask if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, not an issue. Thank you.\", \"comment\": \"The call was ended abruptly without any attempt to set a next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says our price is high, you must not end the call; instead, handle the objection by asking what they are comparing (landed vs. base cost) and explain our value.\", \"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\": \"I had taken a quote in between, but that quote was higher than the local market, so I bought from the local market itself.\", \"response\": \"Hmm hmm hmm. Okay okay okay. Alright, not an issue. Thank you.\"}], \"call_summary\": \"The agent made a follow-up call regarding a portal registration. The customer immediately stated that a previous JSW quote was higher than the local market price. The agent accepted this and ended the call without attempting any objection handling, discovery, or setting a next step.\"}", "error": null, "latency_ms": 20237, "input_tokens": 2881, "output_tokens": 787, "created_at": "2026-09-25 12:08:00", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.572, "agent_talk_sec": 10.3, "customer_talk_sec": 7.7, "dead_air_sec": 27.0, "longest_monologue_sec": 3.5, "agent_wpm": 256.3, "interruptions": 0, "agent_turns": 5, "customer_turns": 6, "discovery_qs": 0, "words_agent": 44, "words_customer": 33, "monologue_heavy": 0, "turns": [ { "ucid": "21112178956014811", "idx": 0, "speaker": "customer", "start_s": 0.5, "end_s": 1.0, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178956014811", "idx": 1, "speaker": "agent", "start_s": 1.0, "end_s": 1.4, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178956014811", "idx": 2, "speaker": "customer", "start_s": 1.5, "end_s": 1.8, "text_en": "Yes.", "text_native": "हां." }, { "ucid": "21112178956014811", "idx": 3, "speaker": "agent", "start_s": 2.0, "end_s": 3.9, "text_en": "Sir, Sudeep speaking from JSW One MSME.", "text_native": "सर सुदीप बोल रहा हूं JSW One MSME से।" }, { "ucid": "21112178956014811", "idx": 4, "speaker": "customer", "start_s": 4.3, "end_s": 4.8, "text_en": "From where?", "text_native": "किधर से?" }, { "ucid": "21112178956014811", "idx": 5, "speaker": "agent", "start_s": 5.0, "end_s": 6.5, "text_en": "I'm speaking from JSW One MSME.", "text_native": "JSW One MSME से बोल रहा हूं।" }, { "ucid": "21112178956014811", "idx": 6, "speaker": "customer", "start_s": 6.6, "end_s": 7.1, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "21112178956014811", "idx": 7, "speaker": "agent", "start_s": 7.3, "end_s": 10.8, "text_en": "Your company was registered on our portal, sir. This was a follow-up call regarding steel procurement, sir.", "text_native": "ये आपकी कंपनी रजिस्टर्ड हुई थी सर पोर्टल पर हमारे। स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।" }, { "ucid": "21112178956014811", "idx": 8, "speaker": "customer", "start_s": 11.0, "end_s": 16.5, "text_en": "No, I had taken a quote in between, but that quote was higher than the local market, so I bought from the local market itself.", "text_native": "नहीं, मैंने एक बीच में कोट लिया था, लेकिन लोकल मार्केट से तो वो ज्यादा ही कोट था इसलिए फिर लोकल मार्केट से ही खरीद लिया।" }, { "ucid": "21112178956014811", "idx": 9, "speaker": "agent", "start_s": 16.5, "end_s": 19.5, "text_en": "Hmm hmm hmm. Okay okay okay. Alright, not an issue. Thank you.", "text_native": "हम्म हम्म हम्म। अच्छा अच्छा अच्छा। ठीक है, नॉट एन इशू। थैंक यू।" }, { "ucid": "21112178956014811", "idx": 10, "speaker": "customer", "start_s": 19.6, "end_s": 20.0, "text_en": "Okay.", "text_native": "ओके।" } ], "steps": [ { "ucid": "21112178956014811", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, Sudeep speaking from JSW One MSME.", "comment": "The agent identified himself and the company but did not use the customer's name or ask for permission to speak." }, { "ucid": "21112178956014811", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "This was a follow-up call regarding steel procurement, sir.", "comment": "The agent stated the reason for the call but did not use a supply or price-led hook to create interest." }, { "ucid": "21112178956014811", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any discovery questions after the customer raised an objection." }, { "ucid": "21112178956014811", "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": "21112178956014811", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask if the customer had a current requirement." }, { "ucid": "21112178956014811", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Alright, not an issue. Thank you.", "comment": "The call was ended abruptly without any attempt to set a next step." } ], "objections": [ { "ucid": "21112178956014811", "obj_type": "price", "state": "mishandled", "evidence": "I had taken a quote in between, but that quote was higher than the local market, so I bought from the local market itself.", "response": "Hmm hmm hmm. Okay okay okay. Alright, not an issue. Thank you." } ], "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": [] }