{ "ucid": "21112178972419931", "call_date": "2026-09-18", "start_time": "2026-09-18 15:06:39", "end_time": "2026-09-18 15:07:38", "duration_sec": 59, "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/DIA0fc1e26ad3afdc586f6de9ed9a47c020.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1398, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972419931__DIA0fc1e26ad3afdc586f6de9ed9a47c020.mp3", "audio_bytes": 128088, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 42.696, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello, Sai Fabrication.\n[2s] CUSTOMER: Yes, tell me. (हाँ जी बोलो।)\n[2s] AGENT: Sir, hello, this is Aditya Pandey speaking from JSW. (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।)\n[5s] CUSTOMER: Hello. (नमस्ते जी।)\n[5s] AGENT: Sir, you had registered on our platform, this call is regarding that. Did you have any requirement for steel or MS pipe? (सर जी आपने प्लेटफार्म पे आप रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर स्टील में या MS पाइप में?)\n[10s] CUSTOMER: Uh no sir, right now there is no requirement. (अह नहीं सर, अभी फिलहाल कोई रिक्वायरमेंट नहीं है अभी।)\n[13s] AGENT: No issue sir, if there is any requirement in the future, please let me know. (कोई इशू नहीं है सर, फ्यूचर में कुछ रिक्वायरमेंट हो तो बताइएगा।)\n[16s] CUSTOMER: Sorry?\n[16s] AGENT: No issue sir. Uh if you have any requirement... if there is any requirement in the future, please let me know. (कोई इशू नहीं सर। अह if you have any requirement... फ्यूचर में कुछ रिक्वायरमेंट हो तो बताइएगा।)\n[19s] CUSTOMER: Sure, sure, definitely, definitely I will... I will...\n[21s] AGENT: I'll WhatsApp you. (आपको WhatsApp कर देता हूं।)\n[22s] CUSTOMER: Yes, you WhatsApp and keep the number, I will call you back. (हाँ, आप WhatsApp करके नंबर रखिए, I will call you back.)\n[24s] AGENT: Yes. (जी।)\n[25s] CUSTOMER: Okay, welcome.\n[26s] AGENT: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "noisy: The agent is speaking from a noisy call center environment, but the main conversation is 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "When a customer says they have no current requirement, don't end the call; use your supply-led hook (e.g., 'We have material X available for immediate dispatch') to create interest for their next purchase.", "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 contacted a lead from 'Sai Fabrication' who had registered on the platform. The agent skipped the hook and immediately asked for a requirement, which the customer denied having at the moment. The agent then agreed to send a WhatsApp message with contact details for future needs and the call concluded.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated they had no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement for steel or MS pipe?\", \"comment\": \"The agent successfully asked if a current requirement existed, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll WhatsApp you.\", \"comment\": \"The agent established and got agreement on an explicit next step of sending a WhatsApp message.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, don't end the call; use your supply-led hook (e.g., 'We have material X available for immediate dispatch') to create interest for their next purchase.\", \"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\": [], \"call_summary\": \"The agent contacted a lead from 'Sai Fabrication' who had registered on the platform. The agent skipped the hook and immediately asked for a requirement, which the customer denied having at the moment. The agent then agreed to send a WhatsApp message with contact details for future needs and the call concluded.\"}", "error": null, "latency_ms": 31521, "input_tokens": 2960, "output_tokens": 687, "created_at": "2026-09-25 11:56:03", "sentiment": "positive", "sentiment_score": 0.501, "sentiment_confidence": "high", "pos": 23, "neg": 9, "lex_hits": 18, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.606, "agent_talk_sec": 14.0, "customer_talk_sec": 9.1, "dead_air_sec": 35.9, "longest_monologue_sec": 4.4, "agent_wpm": 312.9, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 1, "words_agent": 73, "words_customer": 39, "monologue_heavy": 0, "turns": [ { "ucid": "21112178972419931", "idx": 0, "speaker": "customer", "start_s": 0.51, "end_s": 1.41, "text_en": "Hello, Sai Fabrication.", "text_native": "Hello, Sai Fabrication." }, { "ucid": "21112178972419931", "idx": 1, "speaker": "customer", "start_s": 1.59, "end_s": 2.09, "text_en": "Yes, tell me.", "text_native": "हाँ जी बोलो।" }, { "ucid": "21112178972419931", "idx": 2, "speaker": "agent", "start_s": 2.29, "end_s": 4.58, "text_en": "Sir, hello, this is Aditya Pandey speaking from JSW.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।" }, { "ucid": "21112178972419931", "idx": 3, "speaker": "customer", "start_s": 4.8, "end_s": 5.26, "text_en": "Hello.", "text_native": "नमस्ते जी।" }, { "ucid": "21112178972419931", "idx": 4, "speaker": "agent", "start_s": 5.46, "end_s": 9.86, "text_en": "Sir, you had registered on our platform, this call is regarding that. Did you have any requirement for steel or MS pipe?", "text_native": "सर जी आपने प्लेटफार्म पे आप रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर स्टील में या MS पाइप में?" }, { "ucid": "21112178972419931", "idx": 5, "speaker": "customer", "start_s": 10.23, "end_s": 12.53, "text_en": "Uh no sir, right now there is no requirement.", "text_native": "अह नहीं सर, अभी फिलहाल कोई रिक्वायरमेंट नहीं है अभी।" }, { "ucid": "21112178972419931", "idx": 6, "speaker": "agent", "start_s": 12.8, "end_s": 15.5, "text_en": "No issue sir, if there is any requirement in the future, please let me know.", "text_native": "कोई इशू नहीं है सर, फ्यूचर में कुछ रिक्वायरमेंट हो तो बताइएगा।" }, { "ucid": "21112178972419931", "idx": 7, "speaker": "customer", "start_s": 15.63, "end_s": 16.03, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "21112178972419931", "idx": 8, "speaker": "agent", "start_s": 16.26, "end_s": 19.2, "text_en": "No issue sir. Uh if you have any requirement... if there is any requirement in the future, please let me know.", "text_native": "कोई इशू नहीं सर। अह if you have any requirement... फ्यूचर में कुछ रिक्वायरमेंट हो तो बताइएगा।" }, { "ucid": "21112178972419931", "idx": 9, "speaker": "customer", "start_s": 19.2, "end_s": 20.8, "text_en": "Sure, sure, definitely, definitely I will... I will...", "text_native": "Sure, sure, definitely, definitely I will... I will..." }, { "ucid": "21112178972419931", "idx": 10, "speaker": "agent", "start_s": 20.8, "end_s": 21.8, "text_en": "I'll WhatsApp you.", "text_native": "आपको WhatsApp कर देता हूं।" }, { "ucid": "21112178972419931", "idx": 11, "speaker": "customer", "start_s": 22.0, "end_s": 24.2, "text_en": "Yes, you WhatsApp and keep the number, I will call you back.", "text_native": "हाँ, आप WhatsApp करके नंबर रखिए, I will call you back." }, { "ucid": "21112178972419931", "idx": 12, "speaker": "agent", "start_s": 24.3, "end_s": 24.6, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178972419931", "idx": 13, "speaker": "customer", "start_s": 24.8, "end_s": 25.5, "text_en": "Okay, welcome.", "text_native": "Okay, welcome." }, { "ucid": "21112178972419931", "idx": 14, "speaker": "agent", "start_s": 25.8, "end_s": 26.2, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178972419931", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak, which is a required part of the opener." }, { "ucid": "21112178972419931", "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, instead asking directly for a requirement." }, { "ucid": "21112178972419931", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked after the customer stated they had no current requirement." }, { "ucid": "21112178972419931", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any USPs were pitched." }, { "ucid": "21112178972419931", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Did you have any requirement for steel or MS pipe?", "comment": "The agent successfully asked if a current requirement existed, which the customer denied." }, { "ucid": "21112178972419931", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll WhatsApp you.", "comment": "The agent established and got agreement on an explicit next step of sending a WhatsApp message." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [ "rejection" ] }