{ "ucid": "21112178972399111", "call_date": "2026-09-18", "start_time": "2026-09-18 15:03:11", "end_time": "2026-09-18 15:04:28", "duration_sec": 77, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5841ec1d90370b4e66d4134dec3be33d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1400, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972399111__DIA5841ec1d90370b4e66d4134dec3be33d.mp3", "audio_bytes": 174960, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 58.32, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello, am I speaking with Nawab Industries? (हेलो, नवाब इंडस्ट्रीज से बात हो रही है मेरी?)\n[3s] CUSTOMER: Yes, tell me. (जी बताइए।)\n[3s] AGENT: Yes, this is Raunak Mehta speaking from JSW One. Do you have any requirement for coils in MS? GL or GP? (जी रौनक मेहता बात कर रहा हूं फ्रॉम जेएसडब्ल्यू वन। आपको कुछ कॉइल्स का रिक्वायरमेंट आ रहा है आपको एमएस में? जीएल का या जीपी का?)\n[8s] CUSTOMER: Yes, we do. (हां है।)\n[11s] AGENT: Okay. And do you deal in HR CR as well? (ओके। और बाकी एचआर सीआर में डील करते हैं क्या आप?)\n[13s] CUSTOMER: Yes, we deal in HR and CR. (हां एचआर में सीआर में डील होती है।)\n[15s] AGENT: What, how many tons of material do you need per month? (क्या कितना टन लगता है आपको मटेरियल महीने का?)\n[17s] CUSTOMER: We do need it. All this, the elder brother will tell you. He has gone out right now. (लग जाता है। सब ये तो बड़े वाले भाई बताएंगे। अभी वो गए हुए हैं।)\n[21s] AGENT: Okay. Is there anything currently, do you need to purchase anything right now? Anything in HR CR? (ओके। अभी कुछ करंट में आ रहा है परचेस करना है अभी आपको? एचआर सीआर में कुछ है?)\n[24s] CUSTOMER: No, we don't need to do anything right now, we have stock right now. (नहीं अभी तो कुछ नहीं करना, अभी तो है स्टॉक।)\n[26s] AGENT: Okay. When can I... for the next follow-up, when can I call? (ठीक है। कब कर... नेक्स्ट फॉलो अप के लिए कब कॉल कर सकता हूं?)\n[28s] CUSTOMER: This... I will call... I will tell my brother, he will call you. (ये मैं कॉल कर... मैं भाई से कह दूंगा, वो कॉल कर लेंगे आपको।)\n[31s] AGENT: Okay. I'll ping you on WhatsApp. If there's anything, let me know then. (अच्छा। मैं आपको ना व्हाट्सएप पे पिंग करके रखता हूं। कुछ रहेगा तो बताइए फिर।)\n[34s] CUSTOMER: Okay okay okay. (ओके ओके ओके।)\n[35s] AGENT: Okay. Thank you sir. (ओके। थैंक यू सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "noisy: There is significant background noise (traffic, other people talking) on the customer's side, but the main conversation is mostly clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "You need to secure a firm next step. When the customer says the decision-maker will call back, take control by proposing a specific time for you to call them instead.", "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 Nawab Industries and confirmed they use MS, GL, GP, HR, and CR coils. The contact person was not the decision-maker and stated they currently have sufficient stock. The agent failed to establish a firm callback time, ending the call with a passive WhatsApp follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for coils in MS? GL or GP?\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a requirement question after the introduction.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook; they immediately asked about the customer's requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"how many tons of material do you need per month?\", \"comment\": \"The agent only asked about monthly tonnage (1/6 questions) before the customer deferred to the decision-maker.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there anything currently, do you need to purchase anything right now?\", \"comment\": \"The agent successfully asked about a current requirement, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll ping you on WhatsApp. If there's anything, let me know then.\", \"comment\": \"The agent did not secure a specific callback time and ended with a passive, non-committal next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You need to secure a firm next step. When the customer says the decision-maker will call back, take control by proposing a specific time for you to call them instead.\", \"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 Nawab Industries and confirmed they use MS, GL, GP, HR, and CR coils. The contact person was not the decision-maker and stated they currently have sufficient stock. The agent failed to establish a firm callback time, ending the call with a passive WhatsApp follow-up.\"}", "error": null, "latency_ms": 25927, "input_tokens": 3115, "output_tokens": 739, "created_at": "2026-09-25 11:56:06", "sentiment": "negative", "sentiment_score": -0.2, "sentiment_confidence": "high", "pos": 2, "neg": 2, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.628, "agent_talk_sec": 19.1, "customer_talk_sec": 11.3, "dead_air_sec": 46.6, "longest_monologue_sec": 5.2, "agent_wpm": 301.6, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 8, "words_agent": 96, "words_customer": 61, "monologue_heavy": 0, "turns": [ { "ucid": "21112178972399111", "idx": 0, "speaker": "agent", "start_s": 0.98, "end_s": 2.5, "text_en": "Hello, am I speaking with Nawab Industries?", "text_native": "हेलो, नवाब इंडस्ट्रीज से बात हो रही है मेरी?" }, { "ucid": "21112178972399111", "idx": 1, "speaker": "customer", "start_s": 2.73, "end_s": 3.2, "text_en": "Yes, tell me.", "text_native": "जी बताइए।" }, { "ucid": "21112178972399111", "idx": 2, "speaker": "agent", "start_s": 3.2, "end_s": 8.4, "text_en": "Yes, this is Raunak Mehta speaking from JSW One. Do you have any requirement for coils in MS? GL or GP?", "text_native": "जी रौनक मेहता बात कर रहा हूं फ्रॉम जेएसडब्ल्यू वन। आपको कुछ कॉइल्स का रिक्वायरमेंट आ रहा है आपको एमएस में? जीएल का या जीपी का?" }, { "ucid": "21112178972399111", "idx": 3, "speaker": "customer", "start_s": 8.4, "end_s": 9.0, "text_en": "Yes, we do.", "text_native": "हां है।" }, { "ucid": "21112178972399111", "idx": 4, "speaker": "agent", "start_s": 10.9, "end_s": 12.8, "text_en": "Okay. And do you deal in HR CR as well?", "text_native": "ओके। और बाकी एचआर सीआर में डील करते हैं क्या आप?" }, { "ucid": "21112178972399111", "idx": 5, "speaker": "customer", "start_s": 12.8, "end_s": 14.4, "text_en": "Yes, we deal in HR and CR.", "text_native": "हां एचआर में सीआर में डील होती है।" }, { "ucid": "21112178972399111", "idx": 6, "speaker": "agent", "start_s": 14.7, "end_s": 16.6, "text_en": "What, how many tons of material do you need per month?", "text_native": "क्या कितना टन लगता है आपको मटेरियल महीने का?" }, { "ucid": "21112178972399111", "idx": 7, "speaker": "customer", "start_s": 17.4, "end_s": 20.7, "text_en": "We do need it. All this, the elder brother will tell you. He has gone out right now.", "text_native": "लग जाता है। सब ये तो बड़े वाले भाई बताएंगे। अभी वो गए हुए हैं।" }, { "ucid": "21112178972399111", "idx": 8, "speaker": "agent", "start_s": 21.2, "end_s": 23.8, "text_en": "Okay. Is there anything currently, do you need to purchase anything right now? Anything in HR CR?", "text_native": "ओके। अभी कुछ करंट में आ रहा है परचेस करना है अभी आपको? एचआर सीआर में कुछ है?" }, { "ucid": "21112178972399111", "idx": 9, "speaker": "customer", "start_s": 23.8, "end_s": 25.8, "text_en": "No, we don't need to do anything right now, we have stock right now.", "text_native": "नहीं अभी तो कुछ नहीं करना, अभी तो है स्टॉक।" }, { "ucid": "21112178972399111", "idx": 10, "speaker": "agent", "start_s": 26.2, "end_s": 28.5, "text_en": "Okay. When can I... for the next follow-up, when can I call?", "text_native": "ठीक है। कब कर... नेक्स्ट फॉलो अप के लिए कब कॉल कर सकता हूं?" }, { "ucid": "21112178972399111", "idx": 11, "speaker": "customer", "start_s": 28.5, "end_s": 31.0, "text_en": "This... I will call... I will tell my brother, he will call you.", "text_native": "ये मैं कॉल कर... मैं भाई से कह दूंगा, वो कॉल कर लेंगे आपको।" }, { "ucid": "21112178972399111", "idx": 12, "speaker": "agent", "start_s": 31.3, "end_s": 34.0, "text_en": "Okay. I'll ping you on WhatsApp. If there's anything, let me know then.", "text_native": "अच्छा। मैं आपको ना व्हाट्सएप पे पिंग करके रखता हूं। कुछ रहेगा तो बताइए फिर।" }, { "ucid": "21112178972399111", "idx": 13, "speaker": "customer", "start_s": 34.0, "end_s": 34.8, "text_en": "Okay okay okay.", "text_native": "ओके ओके ओके।" }, { "ucid": "21112178972399111", "idx": 14, "speaker": "agent", "start_s": 35.4, "end_s": 36.4, "text_en": "Okay. Thank you sir.", "text_native": "ओके। थैंक यू सर।" } ], "steps": [ { "ucid": "21112178972399111", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have any requirement for coils in MS? GL or GP?", "comment": "The agent did not ask for permission to speak, jumping directly into a requirement question after the introduction." }, { "ucid": "21112178972399111", "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 deliver a supply or price hook; they immediately asked about the customer's requirements." }, { "ucid": "21112178972399111", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "how many tons of material do you need per month?", "comment": "The agent only asked about monthly tonnage (1/6 questions) before the customer deferred to the decision-maker." }, { "ucid": "21112178972399111", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the point where USPs could be pitched." }, { "ucid": "21112178972399111", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Is there anything currently, do you need to purchase anything right now?", "comment": "The agent successfully asked about a current requirement, which the customer denied." }, { "ucid": "21112178972399111", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll ping you on WhatsApp. If there's anything, let me know then.", "comment": "The agent did not secure a specific callback time and ended with a passive, non-committal next step." } ], "objections": [], "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": [] }