{ "ucid": "21112178956290271", "call_date": "2026-09-16", "start_time": "2026-09-16 18:18:22", "end_time": "2026-09-16 18:19:45", "duration_sec": 83, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc79a24e9f945de78f3d3bdd7e9810425.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1678, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956290271__DIAc79a24e9f945de78f3d3bdd7e9810425.mp3", "audio_bytes": 150984, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 50.328, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello. (हॅलो)\n[6s] AGENT: Hello. (हॅलो)\n[7s] CUSTOMER: Hello. (हॅलो)\n[9s] AGENT: Divyang Engineering? (दिव्यांग इंजिनिअरिंग?)\n[12s] CUSTOMER: Hello. (हॅलो)\n[13s] AGENT: Hello. (हॅलो)\n[14s] CUSTOMER: Yes, tell me sir. (हा बोला ना सर.)\n[14s] AGENT: Divyang Engineering? (दिव्यांग इंजिनिअरिंग?)\n[16s] CUSTOMER: Yes, yes. (हो हो.)\n[17s] AGENT: Sir, hello, I'm calling from JSW One, Jindal Steel Works. (सर नमस्कार, JSW One मधून बोलतोय, जिंदाल स्टील वर्क्स.)\n[19s] CUSTOMER: Tell me, sir. (बोला ना सर.)\n[20s] AGENT: Uh sir, is there any requirement currently in GP etc.? (अं सर काय आहे सध्या रिक्वायरमेंट GP वगैरे मध्ये?)\n[23s] CUSTOMER: Yes, there is. Not GP. There is GI, there is HR, and there is CR. (हो आहे ना. GP नाहीये. GI आहे, HR आहे आणि CR आहे.)\n[26s] AGENT: Okay, there is a requirement in all three. (ओके, तिन्ही मध्ये रिक्वायरमेंट आहे.)\n[28s] CUSTOMER: Coil, yes. (Coil, हा.)\n[29s] AGENT: I'll do one thing, I'll send you a 'hi' on WhatsApp from my personal number. You once send your requirement, then I will give you an exact FOR quotation, then we can see further how to proceed. (मी एक काम करतो, मी तुम्हाला ना WhatsApp वर माझ्या पर्सनल नंबरने हाय पाठवतो आहे. तुम्ही एकदा तुमची रिक्वायरमेंट आता मी तुम्हाला एक्झॅक्ट FOR कोटेशन देतो मग आपण पुढे बघू कसं करायचं आहे.)\n[36s] CUSTOMER: Okay sir. (ठीक आहे सर.)\n[37s] AGENT: Yes sir. (हा सर.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "noisy: Background chatter is present throughout the call, especially on the agent's side, but the main conversation is mostly clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": "You successfully established a next step, but missed the opportunity to qualify the customer on the call; next time, ask for the specific grade, thickness, and quantity before offering to send a quote on WhatsApp.", "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 contacted Divyang Engineering and confirmed the company name. The customer stated they have a requirement for GI, HR, and CR coils. The agent did not perform any discovery or qualification on the call, instead immediately proposing to connect on WhatsApp to get the requirement details and provide a quote, to which the customer agreed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent introduced himself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook or benefit statement, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions to understand the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement currently in GP etc.?\", \"comment\": \"The agent asked if a requirement exists but then failed to capture any specific details (grade, size, qty) on the call.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll do one thing, I'll send you a 'hi' on WhatsApp from my personal number. You once send your requirement, then I will give you an exact FOR quotation...\", \"comment\": \"The agent established a clear and agreed-upon next step to connect on WhatsApp for a quotation.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You successfully established a next step, but missed the opportunity to qualify the customer on the call; next time, ask for the specific grade, thickness, and quantity before offering to send a quote on WhatsApp.\", \"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 contacted Divyang Engineering and confirmed the company name. The customer stated they have a requirement for GI, HR, and CR coils. The agent did not perform any discovery or qualification on the call, instead immediately proposing to connect on WhatsApp to get the requirement details and provide a quote, to which the customer agreed.\"}", "error": null, "latency_ms": 24136, "input_tokens": 3052, "output_tokens": 743, "created_at": "2026-09-25 12:07:40", "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": 0.59, "agent_talk_sec": 14.4, "customer_talk_sec": 10.0, "dead_air_sec": 58.6, "longest_monologue_sec": 5.9, "agent_wpm": 304.2, "interruptions": 0, "agent_turns": 9, "customer_turns": 9, "discovery_qs": 3, "words_agent": 73, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178956290271", "idx": 0, "speaker": "customer", "start_s": 5.18, "end_s": 5.68, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178956290271", "idx": 1, "speaker": "agent", "start_s": 6.1, "end_s": 6.5, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178956290271", "idx": 2, "speaker": "customer", "start_s": 7.0, "end_s": 8.9, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178956290271", "idx": 3, "speaker": "agent", "start_s": 9.0, "end_s": 9.8, "text_en": "Divyang Engineering?", "text_native": "दिव्यांग इंजिनिअरिंग?" }, { "ucid": "21112178956290271", "idx": 4, "speaker": "customer", "start_s": 11.5, "end_s": 11.9, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178956290271", "idx": 5, "speaker": "agent", "start_s": 12.8, "end_s": 13.2, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178956290271", "idx": 6, "speaker": "customer", "start_s": 13.6, "end_s": 14.3, "text_en": "Yes, tell me sir.", "text_native": "हा बोला ना सर." }, { "ucid": "21112178956290271", "idx": 7, "speaker": "agent", "start_s": 14.4, "end_s": 15.2, "text_en": "Divyang Engineering?", "text_native": "दिव्यांग इंजिनिअरिंग?" }, { "ucid": "21112178956290271", "idx": 8, "speaker": "customer", "start_s": 15.6, "end_s": 16.1, "text_en": "Yes, yes.", "text_native": "हो हो." }, { "ucid": "21112178956290271", "idx": 9, "speaker": "agent", "start_s": 16.6, "end_s": 18.8, "text_en": "Sir, hello, I'm calling from JSW One, Jindal Steel Works.", "text_native": "सर नमस्कार, JSW One मधून बोलतोय, जिंदाल स्टील वर्क्स." }, { "ucid": "21112178956290271", "idx": 10, "speaker": "customer", "start_s": 19.2, "end_s": 19.8, "text_en": "Tell me, sir.", "text_native": "बोला ना सर." }, { "ucid": "21112178956290271", "idx": 11, "speaker": "agent", "start_s": 20.2, "end_s": 22.3, "text_en": "Uh sir, is there any requirement currently in GP etc.?", "text_native": "अं सर काय आहे सध्या रिक्वायरमेंट GP वगैरे मध्ये?" }, { "ucid": "21112178956290271", "idx": 12, "speaker": "customer", "start_s": 22.6, "end_s": 25.6, "text_en": "Yes, there is. Not GP. There is GI, there is HR, and there is CR.", "text_native": "हो आहे ना. GP नाहीये. GI आहे, HR आहे आणि CR आहे." }, { "ucid": "21112178956290271", "idx": 13, "speaker": "agent", "start_s": 26.2, "end_s": 27.6, "text_en": "Okay, there is a requirement in all three.", "text_native": "ओके, तिन्ही मध्ये रिक्वायरमेंट आहे." }, { "ucid": "21112178956290271", "idx": 14, "speaker": "customer", "start_s": 27.6, "end_s": 29.2, "text_en": "Coil, yes.", "text_native": "Coil, हा." }, { "ucid": "21112178956290271", "idx": 15, "speaker": "agent", "start_s": 29.2, "end_s": 35.1, "text_en": "I'll do one thing, I'll send you a 'hi' on WhatsApp from my personal number. You once send your requirement, then I will give you an exact FOR quotation, then we can see further how to proceed.", "text_native": "मी एक काम करतो, मी तुम्हाला ना WhatsApp वर माझ्या पर्सनल नंबरने हाय पाठवतो आहे. तुम्ही एकदा तुमची रिक्वायरमेंट आता मी तुम्हाला एक्झॅक्ट FOR कोटेशन देतो मग आपण पुढे बघू कसं करायचं आहे." }, { "ucid": "21112178956290271", "idx": 16, "speaker": "customer", "start_s": 35.6, "end_s": 36.4, "text_en": "Okay sir.", "text_native": "ठीक आहे सर." }, { "ucid": "21112178956290271", "idx": 17, "speaker": "agent", "start_s": 36.9, "end_s": 37.3, "text_en": "Yes sir.", "text_native": "हा सर." } ], "steps": [ { "ucid": "21112178956290271", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent introduced himself and the company but failed to ask for permission to speak." }, { "ucid": "21112178956290271", "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 hook or benefit statement, instead jumping directly to asking for a requirement." }, { "ucid": "21112178956290271", "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 to understand the customer's business or needs." }, { "ucid": "21112178956290271", "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 done to identify customer needs." }, { "ucid": "21112178956290271", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, is there any requirement currently in GP etc.?", "comment": "The agent asked if a requirement exists but then failed to capture any specific details (grade, size, qty) on the call." }, { "ucid": "21112178956290271", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll do one thing, I'll send you a 'hi' on WhatsApp from my personal number. You once send your requirement, then I will give you an exact FOR quotation...", "comment": "The agent established a clear and agreed-upon next step to connect on WhatsApp for a quotation." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }