{ "ucid": "21112178964774931", "call_date": "2026-09-17", "start_time": "2026-09-17 17:52:29", "end_time": "2026-09-17 17:54:04", "duration_sec": 95, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc0634c9b95b7d24fb76d60e74725ccde.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1473, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178964774931__DIAc0634c9b95b7d24fb76d60e74725ccde.mp3", "audio_bytes": 209952, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 69.984, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Yeah, hello. Am I talking to Mr. Ramu Palaniyappan?\n[4s] CUSTOMER: Yeah, Ramu Ramu sir.\n[6s] AGENT: Ramu, hi, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?\n[10s] CUSTOMER: Yeah, yeah, please let me know sir.\n[12s] AGENT: Yeah, thank you. Uh so I just wanted to check uh regarding any of your requirement currently with respect to any HR or CR sheet or coil.\n[19s] CUSTOMER: Um, yeah, actually I already closed that project sir. I am trying with the last time. But I have another one week time sir. I you can text me again email ID sir. I will float an RFQ. I the expected requirement will be on the next week. So once I get the detail, I need to get the consolidated from my all customers. So probably by next week Wednesday I may able to float you. You can text me the email ID or WhatsApp me sir so that I will float an RFQ next week.\n[36s] AGENT: Sure. May I just confirm if this 9262474809 is your WhatsApp number?\n[40s] CUSTOMER: Ah yeah, yeah, it's my WhatsApp number sir.\n[42s] AGENT: Very sorry. Then I'll do one thing, I'll just text you in WhatsApp. By next Wednesday, I'll just give you a reminder call. You can give me an update by then.\n[48s] CUSTOMER: Okay, okay sir. Thank you, thank you sir.\n[50s] AGENT: Perfect. Thank you so much Ramu. Bye.\n[52s] CUSTOMER: Yeah.", "language": "English", "languages": "[\"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When a customer offers a future action like sending an RFQ, you must still perform discovery to understand their business and potential needs before ending the 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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent opened the call to check for requirements. The customer stated that a previous project was closed but a new requirement is expected next week, for which he will float an RFQ. The agent agreed to this, confirmed the customer's WhatsApp number to send his details, and scheduled a follow-up call for the following Wednesday. No discovery or qualification was performed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Ramu, hi, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?\", \"comment\": \"Agent successfully greeted, introduced JSW One, used the customer's name, and asked for permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Uh so I just wanted to check uh regarding any of your requirement currently with respect to any HR or CR sheet or coil.\", \"comment\": \"Agent did not provide a hook or benefit; they went straight to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions after the customer took control of the conversation.\"}, {\"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\": \"AGENT: ...any of your requirement currently with respect to any HR or CR sheet or coil.\", \"comment\": \"Agent asked about a requirement but failed to capture any specific details (grade, size, qty) for the future need the customer mentioned.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: By next Wednesday, I'll just give you a reminder call. You can give me an update by then.\", \"comment\": \"Agent secured a clear and specific next step with a committed callback day.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer offers a future action like sending an RFQ, you must still perform discovery to understand their business and potential needs before ending the 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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"CUSTOMER: I will float an RFQ. I the expected requirement will be on the next week.\", \"response\": \"AGENT: By next Wednesday, I'll just give you a reminder call. You can give me an update by then.\"}], \"call_summary\": \"The agent opened the call to check for requirements. The customer stated that a previous project was closed but a new requirement is expected next week, for which he will float an RFQ. The agent agreed to this, confirmed the customer's WhatsApp number to send his details, and scheduled a follow-up call for the following Wednesday. No discovery or qualification was performed.\"}", "error": null, "latency_ms": 31268, "input_tokens": 2955, "output_tokens": 870, "created_at": "2026-09-25 11:59:27", "sentiment": "positive", "sentiment_score": 0.555, "sentiment_confidence": "high", "pos": 24, "neg": 0, "lex_hits": 14, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.512, "agent_talk_sec": 24.9, "customer_talk_sec": 23.7, "dead_air_sec": 46.4, "longest_monologue_sec": 6.9, "agent_wpm": 245.8, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 3, "words_agent": 102, "words_customer": 125, "monologue_heavy": 0, "turns": [ { "ucid": "21112178964774931", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 1.07, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178964774931", "idx": 1, "speaker": "agent", "start_s": 1.7, "end_s": 4.1, "text_en": "Yeah, hello. Am I talking to Mr. Ramu Palaniyappan?", "text_native": "Yeah, hello. Am I talking to Mr. Ramu Palaniyappan?" }, { "ucid": "21112178964774931", "idx": 2, "speaker": "customer", "start_s": 4.25, "end_s": 5.25, "text_en": "Yeah, Ramu Ramu sir.", "text_native": "Yeah, Ramu Ramu sir." }, { "ucid": "21112178964774931", "idx": 3, "speaker": "agent", "start_s": 5.56, "end_s": 10.03, "text_en": "Ramu, hi, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?", "text_native": "Ramu, hi, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?" }, { "ucid": "21112178964774931", "idx": 4, "speaker": "customer", "start_s": 10.26, "end_s": 11.56, "text_en": "Yeah, yeah, please let me know sir.", "text_native": "Yeah, yeah, please let me know sir." }, { "ucid": "21112178964774931", "idx": 5, "speaker": "agent", "start_s": 11.62, "end_s": 18.49, "text_en": "Yeah, thank you. Uh so I just wanted to check uh regarding any of your requirement currently with respect to any HR or CR sheet or coil.", "text_native": "Yeah, thank you. Uh so I just wanted to check uh regarding any of your requirement currently with respect to any HR or CR sheet or coil." }, { "ucid": "21112178964774931", "idx": 6, "speaker": "customer", "start_s": 18.8, "end_s": 36.0, "text_en": "Um, yeah, actually I already closed that project sir. I am trying with the last time. But I have another one week time sir. I you can text me again email ID sir. I will float an RFQ. I the expected requirement will be on the next week. So once I get the detail, I need to get the consolidated from my all customers. So probably by next week Wednesday I may able to float you. You can text me the email ID or WhatsApp me sir so that I will float an RFQ next week.", "text_native": "Um, yeah, actually I already closed that project sir. I am trying with the last time. But I have another one week time sir. I you can text me again email ID sir. I will float an RFQ. I the expected requirement will be on the next week. So once I get the detail, I need to get the consolidated from my all customers. So probably by next week Wednesday I may able to float you. You can text me the email ID or WhatsApp me sir so that I will float an RFQ next week." }, { "ucid": "21112178964774931", "idx": 7, "speaker": "agent", "start_s": 36.21, "end_s": 40.0, "text_en": "Sure. May I just confirm if this 9262474809 is your WhatsApp number?", "text_native": "Sure. May I just confirm if this 9262474809 is your WhatsApp number?" }, { "ucid": "21112178964774931", "idx": 8, "speaker": "customer", "start_s": 40.2, "end_s": 41.8, "text_en": "Ah yeah, yeah, it's my WhatsApp number sir.", "text_native": "Ah yeah, yeah, it's my WhatsApp number sir." }, { "ucid": "21112178964774931", "idx": 9, "speaker": "agent", "start_s": 41.98, "end_s": 47.5, "text_en": "Very sorry. Then I'll do one thing, I'll just text you in WhatsApp. By next Wednesday, I'll just give you a reminder call. You can give me an update by then.", "text_native": "Very sorry. Then I'll do one thing, I'll just text you in WhatsApp. By next Wednesday, I'll just give you a reminder call. You can give me an update by then." }, { "ucid": "21112178964774931", "idx": 10, "speaker": "customer", "start_s": 47.68, "end_s": 49.48, "text_en": "Okay, okay sir. Thank you, thank you sir.", "text_native": "Okay, okay sir. Thank you, thank you sir." }, { "ucid": "21112178964774931", "idx": 11, "speaker": "agent", "start_s": 49.65, "end_s": 51.5, "text_en": "Perfect. Thank you so much Ramu. Bye.", "text_native": "Perfect. Thank you so much Ramu. Bye." }, { "ucid": "21112178964774931", "idx": 12, "speaker": "customer", "start_s": 52.0, "end_s": 52.3, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178964774931", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: Ramu, hi, this is Jeevan calling from JSW One platform. Uh, good time to talk, sir?", "comment": "Agent successfully greeted, introduced JSW One, used the customer's name, and asked for permission." }, { "ucid": "21112178964774931", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Uh so I just wanted to check uh regarding any of your requirement currently with respect to any HR or CR sheet or coil.", "comment": "Agent did not provide a hook or benefit; they went straight to asking for requirements." }, { "ucid": "21112178964774931", "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 after the customer took control of the conversation." }, { "ucid": "21112178964774931", "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": "21112178964774931", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: ...any of your requirement currently with respect to any HR or CR sheet or coil.", "comment": "Agent asked about a requirement but failed to capture any specific details (grade, size, qty) for the future need the customer mentioned." }, { "ucid": "21112178964774931", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: By next Wednesday, I'll just give you a reminder call. You can give me an update by then.", "comment": "Agent secured a clear and specific next step with a committed callback day." } ], "objections": [ { "ucid": "21112178964774931", "obj_type": "send_price_will_think", "state": "handled", "evidence": "CUSTOMER: I will float an RFQ. I the expected requirement will be on the next week.", "response": "AGENT: By next Wednesday, I'll just give you a reminder call. You can give me an update by then." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }