{ "ucid": "21112178962430721", "call_date": "2026-09-17", "start_time": "2026-09-17 11:21:47", "end_time": "2026-09-17 11:22:42", "duration_sec": 55, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA38c1c9576251e6624d780d825c2f2d0f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1639, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962430721__DIA38c1c9576251e6624d780d825c2f2d0f.mp3", "audio_bytes": 118800, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 39.6, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Hello, Shoko Pure? (हेलो, Shoko Pure?)\n[2s] CUSTOMER: Yes.\n[3s] AGENT: Sir, hello, I am Aditya Pandey calling from JSW. (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।)\n[6s] AGENT: Innersilver, Mumbai.\n[8s] CUSTOMER: Yes, yes, speak. (जी, जी, बोलिए।)\n[8s] AGENT: Sir, you were registered on our platform, this call was regarding that. Last month it was for sixty-five MT, but it couldn't happen. Do you have any requirement this month for PPGI? (सर जी, हमारे प्लेटफार्म पे आप रजिस्टर थे, उसी के रिगार्डिंग कॉल था। लास्ट मंथ sixty-five MT के लिए थी, बट हो नहीं पाया था। कुछ रिक्वायरमेंट है ये मंथ आपका PPGI में?)\n[16s] CUSTOMER: Our current order has been fulfilled. (ऑर्डर करंट फुलफिल हो गया हमारा।)\n[17s] AGENT: Sorry, what are you saying? (सॉरी, क्या बोल रहे हैं?)\n[18s] CUSTOMER: It's been fulfilled, okay. (फुलफिल हो गया, ओके।)\n[18s] AGENT: Do you have any requirement in the future? (अभी कुछ है फ्यूचर में आपका रिक्वायरमेंट?)\n[20s] CUSTOMER: Not right now, I'll let you know if there is. (अभी तो नहीं है, मैं बता दूंगा, होगा तो।)\n[22s] AGENT: Okay, I'll share my WhatsApp with you. If there's any requirement in the future, let me know. (ठीक है, मैं आपको अपना WhatsApp शेयर कर देता हूं। कुछ फ्यूचर में रिक्वायरमेंट हो तो बताइएगा।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: Some background chatter is audible on the agent's side but does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": "When a customer says they have no current need, try to discover their buying cycle and schedule a specific callback instead of leaving it open-ended.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent followed up on a previous inquiry for 65 MT of PPGI. The customer confirmed their current needs are fulfilled and they have no immediate requirement. The agent offered to share their contact details for any future needs and the call concluded without a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified themself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions about the customer's business or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement this month for PPGI?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I'll share my WhatsApp with you. If there's any requirement in the future, let me know.\", \"comment\": \"This is not a committed next step; it leaves the follow-up entirely to the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current need, try to discover their buying cycle and schedule a specific callback instead of leaving it open-ended.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Not right now, I'll let you know if there is.\", \"response\": \"Okay, I'll share my WhatsApp with you. If there's any requirement in the future, let me know.\"}], \"call_summary\": \"The agent followed up on a previous inquiry for 65 MT of PPGI. The customer confirmed their current needs are fulfilled and they have no immediate requirement. The agent offered to share their contact details for any future needs and the call concluded without a firm next step.\"}", "error": null, "latency_ms": 36634, "input_tokens": 2956, "output_tokens": 785, "created_at": "2026-09-25 12:06:10", "sentiment": "positive", "sentiment_score": 0.26, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.756, "agent_talk_sec": 16.4, "customer_talk_sec": 5.3, "dead_air_sec": 33.3, "longest_monologue_sec": 6.6, "agent_wpm": 281.7, "interruptions": 0, "agent_turns": 7, "customer_turns": 6, "discovery_qs": 4, "words_agent": 77, "words_customer": 25, "monologue_heavy": 1, "turns": [ { "ucid": "21112178962430721", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.87, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178962430721", "idx": 1, "speaker": "agent", "start_s": 1.2, "end_s": 1.98, "text_en": "Hello, Shoko Pure?", "text_native": "हेलो, Shoko Pure?" }, { "ucid": "21112178962430721", "idx": 2, "speaker": "customer", "start_s": 2.3, "end_s": 2.7, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178962430721", "idx": 3, "speaker": "agent", "start_s": 3.28, "end_s": 6.18, "text_en": "Sir, hello, I am Aditya Pandey calling from JSW.", "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।" }, { "ucid": "21112178962430721", "idx": 4, "speaker": "agent", "start_s": 6.24, "end_s": 7.24, "text_en": "Innersilver, Mumbai.", "text_native": "Innersilver, Mumbai." }, { "ucid": "21112178962430721", "idx": 5, "speaker": "customer", "start_s": 7.56, "end_s": 8.16, "text_en": "Yes, yes, speak.", "text_native": "जी, जी, बोलिए।" }, { "ucid": "21112178962430721", "idx": 6, "speaker": "agent", "start_s": 8.44, "end_s": 15.0, "text_en": "Sir, you were registered on our platform, this call was regarding that. Last month it was for sixty-five MT, but it couldn't happen. Do you have any requirement this month for PPGI?", "text_native": "सर जी, हमारे प्लेटफार्म पे आप रजिस्टर थे, उसी के रिगार्डिंग कॉल था। लास्ट मंथ sixty-five MT के लिए थी, बट हो नहीं पाया था। कुछ रिक्वायरमेंट है ये मंथ आपका PPGI में?" }, { "ucid": "21112178962430721", "idx": 7, "speaker": "customer", "start_s": 15.53, "end_s": 17.21, "text_en": "Our current order has been fulfilled.", "text_native": "ऑर्डर करंट फुलफिल हो गया हमारा।" }, { "ucid": "21112178962430721", "idx": 8, "speaker": "agent", "start_s": 17.21, "end_s": 17.71, "text_en": "Sorry, what are you saying?", "text_native": "सॉरी, क्या बोल रहे हैं?" }, { "ucid": "21112178962430721", "idx": 9, "speaker": "customer", "start_s": 17.8, "end_s": 18.44, "text_en": "It's been fulfilled, okay.", "text_native": "फुलफिल हो गया, ओके।" }, { "ucid": "21112178962430721", "idx": 10, "speaker": "agent", "start_s": 18.5, "end_s": 19.84, "text_en": "Do you have any requirement in the future?", "text_native": "अभी कुछ है फ्यूचर में आपका रिक्वायरमेंट?" }, { "ucid": "21112178962430721", "idx": 11, "speaker": "customer", "start_s": 20.14, "end_s": 21.54, "text_en": "Not right now, I'll let you know if there is.", "text_native": "अभी तो नहीं है, मैं बता दूंगा, होगा तो।" }, { "ucid": "21112178962430721", "idx": 12, "speaker": "agent", "start_s": 21.64, "end_s": 25.0, "text_en": "Okay, I'll share my WhatsApp with you. If there's any requirement in the future, let me know.", "text_native": "ठीक है, मैं आपको अपना WhatsApp शेयर कर देता हूं। कुछ फ्यूचर में रिक्वायरमेंट हो तो बताइएगा।" } ], "steps": [ { "ucid": "21112178962430721", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent identified themself and the company but did not ask for permission to speak." }, { "ucid": "21112178962430721", "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 or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178962430721", "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 of the required discovery questions about the customer's business or procurement habits." }, { "ucid": "21112178962430721", "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 no USPs were pitched." }, { "ucid": "21112178962430721", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement this month for PPGI?", "comment": "The agent successfully asked if a current requirement exists, which is the core intent of this step." }, { "ucid": "21112178962430721", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, I'll share my WhatsApp with you. If there's any requirement in the future, let me know.", "comment": "This is not a committed next step; it leaves the follow-up entirely to the customer." } ], "objections": [ { "ucid": "21112178962430721", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "Not right now, I'll let you know if there is.", "response": "Okay, I'll share my WhatsApp with you. If there's any requirement in the future, let me know." } ], "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": [] }