{ "ucid": "21112178972957291", "call_date": "2026-09-18", "start_time": "2026-09-18 16:36:12", "end_time": "2026-09-18 16:37:07", "duration_sec": 55, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa4c82eac71910d6b4abe352a120471ba.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1378, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972957291__DIAa4c82eac71910d6b4abe352a120471ba.mp3", "audio_bytes": 122256, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 40.752, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[1s] AGENT: Hello Mr. Vishal from Pure Insulation?\n[4s] CUSTOMER: Yes, speak. (हां बोलिए।)\n[5s] AGENT: I am Sudip speaking from JSW One MSME, Jindal Steel. (मैं सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।)\n[7s] CUSTOMER: Yes, speak, speak. (हां बोलिए, बोलिए।)\n[8s] AGENT: The company was registered on the portal, sir, in the steel category (कंपनी रजिस्टर हुई थी सर पोर्टल पर, स्टील प्रकार में)\n[11s] CUSTOMER: Sir, the material that I require, you can't provide it at all. (सर जो मटेरियल मुझे रिक्वायरमेंट है वो आप दे ही नहीं सकते।)\n[14s] AGENT: Okay, so you mean earlier you (अच्छा, मतलब पहले आपने)\n[15s] CUSTOMER: I need point three zero in off-white, which you won't have. You will have thicker material. (मुझे पॉइंट थ्री जीरो ऑफ-व्हाइट में चाहिए जो आपके पास नहीं रहेगा। आपके पास मोटा माल रहेगा।)\n[19s] AGENT: Correct. What we have starts from point five. (बराबर। हमारे पास जो रहता है वो पॉइंट फाइव से स्टार्ट होता है।)\n[22s] CUSTOMER: No no, so for me, point two zero, point two three, up to point two five will work. I don't need material thicker than that, sir. (नहीं नहीं, तो मुझे पॉइंट टू जीरो, पॉइंट टू थ्री, पॉइंट टू फाइव तक का चलेगा। उससे मोटा माल नहीं लगता है मुझे सर।)\n[27s] AGENT: Okay sir, no problem. Okay. Thank you. (ठीक है सर, कोई बात नहीं। ओके। थैंक यू।)\n[29s] CUSTOMER: Welcome, welcome. (वेलकम, वेलकम।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: Some minor background noise is present but does not affect 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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer immediately states a requirement you can't meet, your response was perfect: confirm the mismatch efficiently and end the call. This was a good use of time.", "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": "spec_not_available", "supply_details": "Customer requires 0.20-0.30mm thickness; agent confirms JSW stock starts at 0.50mm.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer immediately stated they require very thin coated steel (0.20-0.30mm). The agent correctly confirmed that JSW's available material starts at a thicker gauge (0.50mm). Due to the clear product specification mismatch, the agent efficiently and politely concluded the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello Mr. Vishal from Pure Insulation? ... I am Sudip speaking from JSW One MSME, Jindal Steel.\", \"comment\": \"Agent successfully opened the call, identified self and company, and used the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer interrupted before the agent could deliver a supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was cut short by a material spec mismatch.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if a requirement exists; the customer volunteered it and the agent correctly confirmed it could not be met.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, no problem. Okay. Thank you.\", \"comment\": \"The call was closed politely but without a committed next step, which was appropriate given the circumstances.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately states a requirement you can't meet, your response was perfect: confirm the mismatch efficiently and end the call. This was a good use of time.\", \"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\": \"spec_not_available\", \"supply_details\": \"Customer requires 0.20-0.30mm thickness; agent confirms JSW stock starts at 0.50mm.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer immediately stated they require very thin coated steel (0.20-0.30mm). The agent correctly confirmed that JSW's available material starts at a thicker gauge (0.50mm). Due to the clear product specification mismatch, the agent efficiently and politely concluded the call.\"}", "error": null, "latency_ms": 56497, "input_tokens": 2980, "output_tokens": 743, "created_at": "2026-09-25 11:55:29", "sentiment": "negative", "sentiment_score": -0.46, "sentiment_confidence": "high", "pos": 0, "neg": 3, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.484, "agent_talk_sec": 13.6, "customer_talk_sec": 14.5, "dead_air_sec": 26.9, "longest_monologue_sec": 3.0, "agent_wpm": 216.2, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 1, "words_agent": 49, "words_customer": 63, "monologue_heavy": 0, "turns": [ { "ucid": "21112178972957291", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 0.97, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178972957291", "idx": 1, "speaker": "agent", "start_s": 1.37, "end_s": 3.5, "text_en": "Hello Mr. Vishal from Pure Insulation?", "text_native": "Hello Mr. Vishal from Pure Insulation?" }, { "ucid": "21112178972957291", "idx": 2, "speaker": "customer", "start_s": 3.9, "end_s": 4.43, "text_en": "Yes, speak.", "text_native": "हां बोलिए।" }, { "ucid": "21112178972957291", "idx": 3, "speaker": "agent", "start_s": 4.63, "end_s": 7.3, "text_en": "I am Sudip speaking from JSW One MSME, Jindal Steel.", "text_native": "मैं सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।" }, { "ucid": "21112178972957291", "idx": 4, "speaker": "customer", "start_s": 7.4, "end_s": 8.1, "text_en": "Yes, speak, speak.", "text_native": "हां बोलिए, बोलिए।" }, { "ucid": "21112178972957291", "idx": 5, "speaker": "agent", "start_s": 8.1, "end_s": 10.8, "text_en": "The company was registered on the portal, sir, in the steel category", "text_native": "कंपनी रजिस्टर हुई थी सर पोर्टल पर, स्टील प्रकार में" }, { "ucid": "21112178972957291", "idx": 6, "speaker": "customer", "start_s": 10.8, "end_s": 13.6, "text_en": "Sir, the material that I require, you can't provide it at all.", "text_native": "सर जो मटेरियल मुझे रिक्वायरमेंट है वो आप दे ही नहीं सकते।" }, { "ucid": "21112178972957291", "idx": 7, "speaker": "agent", "start_s": 14.2, "end_s": 15.3, "text_en": "Okay, so you mean earlier you", "text_native": "अच्छा, मतलब पहले आपने" }, { "ucid": "21112178972957291", "idx": 8, "speaker": "customer", "start_s": 15.3, "end_s": 19.2, "text_en": "I need point three zero in off-white, which you won't have. You will have thicker material.", "text_native": "मुझे पॉइंट थ्री जीरो ऑफ-व्हाइट में चाहिए जो आपके पास नहीं रहेगा। आपके पास मोटा माल रहेगा।" }, { "ucid": "21112178972957291", "idx": 9, "speaker": "agent", "start_s": 19.2, "end_s": 22.2, "text_en": "Correct. What we have starts from point five.", "text_native": "बराबर। हमारे पास जो रहता है वो पॉइंट फाइव से स्टार्ट होता है।" }, { "ucid": "21112178972957291", "idx": 10, "speaker": "customer", "start_s": 22.2, "end_s": 26.9, "text_en": "No no, so for me, point two zero, point two three, up to point two five will work. I don't need material thicker than that, sir.", "text_native": "नहीं नहीं, तो मुझे पॉइंट टू जीरो, पॉइंट टू थ्री, पॉइंट टू फाइव तक का चलेगा। उससे मोटा माल नहीं लगता है मुझे सर।" }, { "ucid": "21112178972957291", "idx": 11, "speaker": "agent", "start_s": 27.3, "end_s": 29.3, "text_en": "Okay sir, no problem. Okay. Thank you.", "text_native": "ठीक है सर, कोई बात नहीं। ओके। थैंक यू।" }, { "ucid": "21112178972957291", "idx": 12, "speaker": "customer", "start_s": 29.3, "end_s": 30.8, "text_en": "Welcome, welcome.", "text_native": "वेलकम, वेलकम।" } ], "steps": [ { "ucid": "21112178972957291", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello Mr. Vishal from Pure Insulation? ... I am Sudip speaking from JSW One MSME, Jindal Steel.", "comment": "Agent successfully opened the call, identified self and company, and used the customer's name." }, { "ucid": "21112178972957291", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer interrupted before the agent could deliver a supply or price hook." }, { "ucid": "21112178972957291", "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 as the call was cut short by a material spec mismatch." }, { "ucid": "21112178972957291", "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, so no USPs were pitched." }, { "ucid": "21112178972957291", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask if a requirement exists; the customer volunteered it and the agent correctly confirmed it could not be met." }, { "ucid": "21112178972957291", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, no problem. Okay. Thank you.", "comment": "The call was closed politely but without a committed next step, which was appropriate given the circumstances." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }