{ "ucid": "21112178962520281", "call_date": "2026-09-17", "start_time": "2026-09-17 11:36:42", "end_time": "2026-09-17 11:38:57", "duration_sec": 135, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "No_requirement", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7acd618553e0720c971d99ff83d826d9.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1629, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962520281__DIA7acd618553e0720c971d99ff83d826d9.mp3", "audio_bytes": 349272, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 116.424, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello?\n[2s] AGENT: Hello, uh good morning sir. Am I I'm Jeevan calling from JSW One platform. Good time to talk?\n[6s] CUSTOMER: Ah yeah, tell me.\n[8s] AGENT: Uh sir, is there any requirement from your end for HR or CR sheet as of now?\n[12s] CUSTOMER: Yeah, my requirement almost completed this month. Uh it will come for a November it will start the next again next order. At that time I will give you.\n[20s] AGENT: Alright.\n[21s] AGENT: Okay, in that case I'll do one thing. I'll just text you uh from my personal message and once your uh requirement comes live, you can just ping me. I can help you out with getting the orders.\n[29s] CUSTOMER: Okay, okay, okay.\n[30s] CUSTOMER: Actually already I spoke to one JW uh person. He is uh I think it will take 20 ton metal I think last time.\n[37s] AGENT: Oh, you've already have purchased is what you're saying.\n[40s] CUSTOMER: Ah ah yeah.\n[41s] AGENT: Okay, but is it through JSW One platform or...\n[44s] CUSTOMER: Uh platform is that company name is Anand Steel, Anand Steel.\n[48s] AGENT: Okay, I I understand, I understand. Not a problem. But I think right now this and I think you're working with Swift Power Products Engineering, right?\n[54s] CUSTOMER: Ah right.\n[55s] AGENT: Yeah, got it. But right now this account is with me, so I am responsible for your, you know, requirement and everything from now on.\n[1s] AGENT: So, what I'll do...\n[2s] CUSTOMER: You are a direct dealing?\n[3s] AGENT: Yeah, we are directly from JSW headquarters.\n[5s] CUSTOMER: Okay, okay, okay.\n[6s] AGENT: Yeah. So in that case, I'll do one thing. I'll just text you uh from my personal WhatsApp. Once when your requirement comes live, just let me know. I can help you out.\n[12s] CUSTOMER: Okay, okay, no problem.\n[13s] AGENT: Further we'll keep in touch, Ramachandran. Thank you so much.\n[16s] CUSTOMER: Okay. Okay. Thank you, thank you so much.", "language": "English", "languages": "[\"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: The customer seems to be on a hands-free device in a moving vehicle, causing some minor background noise, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 turns, clean transcript (0% inaudible)", "band_language": "English", "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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"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 requirement but will have one in the future, use the opportunity to run discovery to prepare for a more effective follow-up call.", "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 a manufacturing customer who confirmed they had no immediate requirement for HR/CR but would have one in November. The agent skipped discovery and the pitch, established himself as the new point of contact, and ended the call by asking the customer to reach out when the need arises, without setting a firm follow-up date.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, uh good morning sir. Am I I'm Jeevan calling from JSW One platform. Good time to talk?\", \"comment\": \"Agent greeted, identified self and company, and asked for permission. This meets the core intent of the step.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead immediately asked for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, monthly tonnage, or current suppliers.\"}, {\"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\": \"is there any requirement from your end for HR or CR sheet as of now?\", \"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\": \"once your uh requirement comes live, you can just ping me.\", \"comment\": \"The agent did not establish a committed next step, such as a specific callback date in November, leaving the onus on the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement but will have one in the future, use the opportunity to run discovery to prepare for a more effective follow-up call.\", \"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 a manufacturing customer who confirmed they had no immediate requirement for HR/CR but would have one in November. The agent skipped discovery and the pitch, established himself as the new point of contact, and ended the call by asking the customer to reach out when the need arises, without setting a firm follow-up date.\"}", "error": null, "latency_ms": 31410, "input_tokens": 3138, "output_tokens": 738, "created_at": "2026-09-25 12:05:41", "sentiment": "positive", "sentiment_score": 0.162, "sentiment_confidence": "high", "pos": 24, "neg": 9, "lex_hits": 28, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.564, "agent_talk_sec": 36.8, "customer_talk_sec": 28.5, "dead_air_sec": 69.7, "longest_monologue_sec": 8.6, "agent_wpm": 321.2, "interruptions": 0, "agent_turns": 12, "customer_turns": 12, "discovery_qs": 3, "words_agent": 197, "words_customer": 97, "monologue_heavy": 0, "turns": [ { "ucid": "21112178962520281", "idx": 0, "speaker": "customer", "start_s": 0.37, "end_s": 0.91, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178962520281", "idx": 1, "speaker": "agent", "start_s": 1.5, "end_s": 5.78, "text_en": "Hello, uh good morning sir. Am I I'm Jeevan calling from JSW One platform. Good time to talk?", "text_native": "Hello, uh good morning sir. Am I I'm Jeevan calling from JSW One platform. Good time to talk?" }, { "ucid": "21112178962520281", "idx": 2, "speaker": "customer", "start_s": 6.3, "end_s": 7.2, "text_en": "Ah yeah, tell me.", "text_native": "Ah yeah, tell me." }, { "ucid": "21112178962520281", "idx": 3, "speaker": "agent", "start_s": 7.84, "end_s": 11.8, "text_en": "Uh sir, is there any requirement from your end for HR or CR sheet as of now?", "text_native": "Uh sir, is there any requirement from your end for HR or CR sheet as of now?" }, { "ucid": "21112178962520281", "idx": 4, "speaker": "customer", "start_s": 12.23, "end_s": 19.78, "text_en": "Yeah, my requirement almost completed this month. Uh it will come for a November it will start the next again next order. At that time I will give you.", "text_native": "Yeah, my requirement almost completed this month. Uh it will come for a November it will start the next again next order. At that time I will give you." }, { "ucid": "21112178962520281", "idx": 5, "speaker": "agent", "start_s": 19.81, "end_s": 20.24, "text_en": "Alright.", "text_native": "Alright." }, { "ucid": "21112178962520281", "idx": 6, "speaker": "agent", "start_s": 20.61, "end_s": 28.8, "text_en": "Okay, in that case I'll do one thing. I'll just text you uh from my personal message and once your uh requirement comes live, you can just ping me. I can help you out with getting the orders.", "text_native": "Okay, in that case I'll do one thing. I'll just text you uh from my personal message and once your uh requirement comes live, you can just ping me. I can help you out with getting the orders." }, { "ucid": "21112178962520281", "idx": 7, "speaker": "customer", "start_s": 29.21, "end_s": 29.94, "text_en": "Okay, okay, okay.", "text_native": "Okay, okay, okay." }, { "ucid": "21112178962520281", "idx": 8, "speaker": "customer", "start_s": 30.0, "end_s": 37.0, "text_en": "Actually already I spoke to one JW uh person. He is uh I think it will take 20 ton metal I think last time.", "text_native": "Actually already I spoke to one JW uh person. He is uh I think it will take 20 ton metal I think last time." }, { "ucid": "21112178962520281", "idx": 9, "speaker": "agent", "start_s": 37.4, "end_s": 39.5, "text_en": "Oh, you've already have purchased is what you're saying.", "text_native": "Oh, you've already have purchased is what you're saying." }, { "ucid": "21112178962520281", "idx": 10, "speaker": "customer", "start_s": 39.5, "end_s": 40.5, "text_en": "Ah ah yeah.", "text_native": "Ah ah yeah." }, { "ucid": "21112178962520281", "idx": 11, "speaker": "agent", "start_s": 40.8, "end_s": 43.2, "text_en": "Okay, but is it through JSW One platform or...", "text_native": "Okay, but is it through JSW One platform or..." }, { "ucid": "21112178962520281", "idx": 12, "speaker": "customer", "start_s": 43.5, "end_s": 48.0, "text_en": "Uh platform is that company name is Anand Steel, Anand Steel.", "text_native": "Uh platform is that company name is Anand Steel, Anand Steel." }, { "ucid": "21112178962520281", "idx": 13, "speaker": "agent", "start_s": 48.4, "end_s": 53.8, "text_en": "Okay, I I understand, I understand. Not a problem. But I think right now this and I think you're working with Swift Power Products Engineering, right?", "text_native": "Okay, I I understand, I understand. Not a problem. But I think right now this and I think you're working with Swift Power Products Engineering, right?" }, { "ucid": "21112178962520281", "idx": 14, "speaker": "customer", "start_s": 54.0, "end_s": 54.8, "text_en": "Ah right.", "text_native": "Ah right." }, { "ucid": "21112178962520281", "idx": 15, "speaker": "agent", "start_s": 55.0, "end_s": 1.0, "text_en": "Yeah, got it. But right now this account is with me, so I am responsible for your, you know, requirement and everything from now on.", "text_native": "Yeah, got it. But right now this account is with me, so I am responsible for your, you know, requirement and everything from now on." }, { "ucid": "21112178962520281", "idx": 16, "speaker": "agent", "start_s": 1.0, "end_s": 1.0, "text_en": "So, what I'll do...", "text_native": "So, what I'll do..." }, { "ucid": "21112178962520281", "idx": 17, "speaker": "customer", "start_s": 1.5, "end_s": 2.8, "text_en": "You are a direct dealing?", "text_native": "You are a direct dealing?" }, { "ucid": "21112178962520281", "idx": 18, "speaker": "agent", "start_s": 2.8, "end_s": 4.5, "text_en": "Yeah, we are directly from JSW headquarters.", "text_native": "Yeah, we are directly from JSW headquarters." }, { "ucid": "21112178962520281", "idx": 19, "speaker": "customer", "start_s": 4.8, "end_s": 5.5, "text_en": "Okay, okay, okay.", "text_native": "Okay, okay, okay." }, { "ucid": "21112178962520281", "idx": 20, "speaker": "agent", "start_s": 5.8, "end_s": 11.8, "text_en": "Yeah. So in that case, I'll do one thing. I'll just text you uh from my personal WhatsApp. Once when your requirement comes live, just let me know. I can help you out.", "text_native": "Yeah. So in that case, I'll do one thing. I'll just text you uh from my personal WhatsApp. Once when your requirement comes live, just let me know. I can help you out." }, { "ucid": "21112178962520281", "idx": 21, "speaker": "customer", "start_s": 12.0, "end_s": 13.2, "text_en": "Okay, okay, no problem.", "text_native": "Okay, okay, no problem." }, { "ucid": "21112178962520281", "idx": 22, "speaker": "agent", "start_s": 13.2, "end_s": 15.5, "text_en": "Further we'll keep in touch, Ramachandran. Thank you so much.", "text_native": "Further we'll keep in touch, Ramachandran. Thank you so much." }, { "ucid": "21112178962520281", "idx": 23, "speaker": "customer", "start_s": 15.5, "end_s": 17.8, "text_en": "Okay. Okay. Thank you, thank you so much.", "text_native": "Okay. Okay. Thank you, thank you so much." } ], "steps": [ { "ucid": "21112178962520281", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello, uh good morning sir. Am I I'm Jeevan calling from JSW One platform. Good time to talk?", "comment": "Agent greeted, identified self and company, and asked for permission. This meets the core intent of the step." }, { "ucid": "21112178962520281", "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, instead immediately asked for requirements." }, { "ucid": "21112178962520281", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked zero discovery questions about the customer's business, monthly tonnage, or current suppliers." }, { "ucid": "21112178962520281", "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": "21112178962520281", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "is there any requirement from your end for HR or CR sheet as of now?", "comment": "Agent successfully executed the intent of this step by asking if a current requirement exists." }, { "ucid": "21112178962520281", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "once your uh requirement comes live, you can just ping me.", "comment": "The agent did not establish a committed next step, such as a specific callback date in November, leaving the onus on the customer." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }