{ "ucid": "21112178973008641", "call_date": "2026-09-18", "start_time": "2026-09-18 16:44:46", "end_time": "2026-09-18 16:46:48", "duration_sec": 122, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4ff3a25f459dbe1839014fc33b8c13cf.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1374, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973008641__DIA4ff3a25f459dbe1839014fc33b8c13cf.mp3", "audio_bytes": 274752, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 91.584, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello? (हेलो?)\n[3s] UNKNOWN: This call is now being recorded.\n[5s] CUSTOMER: Hello? (हेलो?)\n[5s] AGENT: Hello? (हेलो?)\n[6s] AGENT: Sir, can you hear me? (सर, आवाज़ आ रही है?)\n[7s] CUSTOMER: Yes, speak. (हांजी, बोलिए।)\n[8s] AGENT: Yes sir, this is Kartik speaking from JSW One. (हांजी सर, कार्तिक बात कर रहा था JSW One से।)\n[10s] CUSTOMER: Yes, tell me. (जी, बताइए।)\n[11s] AGENT: Sir, in BL Traders, is there any requirement for sheets right now? (सर, ये BL Traders में अभी कुछ requirement रहेगा अपना sheet का?)\n[14s] CUSTOMER: No sir, there is no requirement right now. Right now, what do you call it, what is the rate going on, by the way? (नहीं सर, अभी तो कोई requirement नहीं है। अभी तो क्या कहते हैं, क्या rate चल रहा है वैसे?)\n[18s] AGENT: For what? HR? (किसका? HR का?)\n[20s] CUSTOMER: Hello? (हेलो?)\n[20s] AGENT: I said sir, the rate for HR? (मैंने कहा सर HR का rate?)\n[22s] CUSTOMER: No, the rate for CR. (नहीं, CR का rate.)\n[23s] AGENT: CR is going on for sir, 74. (CR चल रहा है सर 74.)\n[25s] CUSTOMER: 74?\n[26s] AGENT: Yes. (हांजी।)\n[27s] CUSTOMER: The rate is quite high, that's why there is no requirement right now. (Rate तो काफी बढ़ा हुआ है, इसलिए अभी कोई requirement नहीं है।)\n[30s] AGENT: Okay, okay. You mean you have a trading business, right? You are not getting orders from ahead? (अच्छा अच्छा। आपका मतलब trading का काम है ना? आगे से आ रहे order नहीं आ रहे?)\n[33s] CUSTOMER: Brother, the rate is high right now, parties take the rate and then go silent, they don't proceed further. (भाई, अभी rate बढ़ा हुआ है, पार्टियां rate लेती हैं और चुप हो जाती हैं, आगे नहीं करती।)\n[37s] AGENT: Yes sir, that problem is there in the market right now. Let's see, if the market goes down, only then it can happen. (हां सर, वो तो है अभी दिक्कत market में। अभी देखते हैं, नीचे जाता है market तो ही हो सकता है।)\n[41s] CUSTOMER: This is the only problem. (बस यही तो दिक्कत होती है।)\n[42s] CUSTOMER: Wherever the rate increases, the material that is in stock remains as it is. And the requirement just becomes like this, completely disappears. (जहां rate बढ़ता है, वहां जो माल रखा हुआ होता है, वही का वही रह जाता है। और requirement जो है एकदम ऐसी हो जाती है बिलकुल गायब।)\n[48s] AGENT: Yes, exactly. (हां, वही।)\n[50s] CUSTOMER: Alright. Anyway, it's okay, for now I don't have any requirement. (चलिए। चलो खैर कोई नहीं, अभी तो फिलहाल कोई requirement नहीं है मेरे पास।)\n[53s] AGENT: Yes, okay sir. If there is anything, let me know. (हां, ठीक है सर। कुछ रहता है तो बताइएगा।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 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": "When a customer raises a price objection, don't just agree with them; instead, try to reframe the conversation around the total landed cost and offer a specific quote to demonstrate our value.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a trading company to check for a requirement. The customer confirmed they are a trader and stated they have no current need for CR sheets because the market price is too high, causing their own customers to hold back. The agent agreed with the customer's assessment of the market and the call ended without any committed next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, in BL Traders, is there any requirement for sheets right now?\", \"comment\": \"because the agent did not ask for permission to speak before jumping into the sales query.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, in BL Traders, is there any requirement for sheets right now?\", \"comment\": \"because the agent did not lead with a supply or price hook, instead opening with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"You mean you have a trading business, right?\", \"comment\": \"because only one discovery question (business type) was attempted, which is below the threshold for a 'partial' pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"because no USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, in BL Traders, is there any requirement for sheets right now?\", \"comment\": \"because the agent successfully executed the intent of asking if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there is anything, let me know.\", \"comment\": \"because this is a passive closing and does not establish a specific, agent-owned next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a price objection, don't just agree with them; instead, try to reframe the conversation around the total landed cost and offer a specific quote to demonstrate our value.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"The rate is quite high, that's why there is no requirement right now.\", \"response\": \"Yes sir, that problem is there in the market right now. Let's see, if the market goes down, only then it can happen.\"}], \"call_summary\": \"The agent contacted a trading company to check for a requirement. The customer confirmed they are a trader and stated they have no current need for CR sheets because the market price is too high, causing their own customers to hold back. The agent agreed with the customer's assessment of the market and the call ended without any committed next steps.\"}", "error": null, "latency_ms": 37562, "input_tokens": 3371, "output_tokens": 838, "created_at": "2026-09-25 11:55:03", "sentiment": "negative", "sentiment_score": -0.522, "sentiment_confidence": "high", "pos": 0, "neg": 20, "lex_hits": 10, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.434, "agent_talk_sec": 16.8, "customer_talk_sec": 21.9, "dead_air_sec": 83.3, "longest_monologue_sec": 3.3, "agent_wpm": 346.4, "interruptions": 0, "agent_turns": 12, "customer_turns": 13, "discovery_qs": 8, "words_agent": 97, "words_customer": 109, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973008641", "idx": 0, "speaker": "customer", "start_s": 1.58, "end_s": 2.0, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178973008641", "idx": 1, "speaker": "unknown", "start_s": 2.73, "end_s": 4.3, "text_en": "This call is now being recorded.", "text_native": "This call is now being recorded." }, { "ucid": "21112178973008641", "idx": 2, "speaker": "customer", "start_s": 4.6, "end_s": 5.01, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178973008641", "idx": 3, "speaker": "agent", "start_s": 5.3, "end_s": 5.63, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178973008641", "idx": 4, "speaker": "agent", "start_s": 6.2, "end_s": 6.98, "text_en": "Sir, can you hear me?", "text_native": "सर, आवाज़ आ रही है?" }, { "ucid": "21112178973008641", "idx": 5, "speaker": "customer", "start_s": 7.3, "end_s": 7.8, "text_en": "Yes, speak.", "text_native": "हांजी, बोलिए।" }, { "ucid": "21112178973008641", "idx": 6, "speaker": "agent", "start_s": 8.0, "end_s": 10.0, "text_en": "Yes sir, this is Kartik speaking from JSW One.", "text_native": "हांजी सर, कार्तिक बात कर रहा था JSW One से।" }, { "ucid": "21112178973008641", "idx": 7, "speaker": "customer", "start_s": 10.5, "end_s": 10.9, "text_en": "Yes, tell me.", "text_native": "जी, बताइए।" }, { "ucid": "21112178973008641", "idx": 8, "speaker": "agent", "start_s": 11.2, "end_s": 13.6, "text_en": "Sir, in BL Traders, is there any requirement for sheets right now?", "text_native": "सर, ये BL Traders में अभी कुछ requirement रहेगा अपना sheet का?" }, { "ucid": "21112178973008641", "idx": 9, "speaker": "customer", "start_s": 14.3, "end_s": 17.8, "text_en": "No sir, there is no requirement right now. Right now, what do you call it, what is the rate going on, by the way?", "text_native": "नहीं सर, अभी तो कोई requirement नहीं है। अभी तो क्या कहते हैं, क्या rate चल रहा है वैसे?" }, { "ucid": "21112178973008641", "idx": 10, "speaker": "agent", "start_s": 18.2, "end_s": 18.8, "text_en": "For what? HR?", "text_native": "किसका? HR का?" }, { "ucid": "21112178973008641", "idx": 11, "speaker": "customer", "start_s": 19.6, "end_s": 19.9, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178973008641", "idx": 12, "speaker": "agent", "start_s": 20.2, "end_s": 21.0, "text_en": "I said sir, the rate for HR?", "text_native": "मैंने कहा सर HR का rate?" }, { "ucid": "21112178973008641", "idx": 13, "speaker": "customer", "start_s": 21.6, "end_s": 22.5, "text_en": "No, the rate for CR.", "text_native": "नहीं, CR का rate." }, { "ucid": "21112178973008641", "idx": 14, "speaker": "agent", "start_s": 22.8, "end_s": 24.1, "text_en": "CR is going on for sir, 74.", "text_native": "CR चल रहा है सर 74." }, { "ucid": "21112178973008641", "idx": 15, "speaker": "customer", "start_s": 24.9, "end_s": 25.4, "text_en": "74?", "text_native": "74?" }, { "ucid": "21112178973008641", "idx": 16, "speaker": "agent", "start_s": 25.9, "end_s": 26.3, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178973008641", "idx": 17, "speaker": "customer", "start_s": 27.1, "end_s": 29.4, "text_en": "The rate is quite high, that's why there is no requirement right now.", "text_native": "Rate तो काफी बढ़ा हुआ है, इसलिए अभी कोई requirement नहीं है।" }, { "ucid": "21112178973008641", "idx": 18, "speaker": "agent", "start_s": 29.6, "end_s": 32.3, "text_en": "Okay, okay. You mean you have a trading business, right? You are not getting orders from ahead?", "text_native": "अच्छा अच्छा। आपका मतलब trading का काम है ना? आगे से आ रहे order नहीं आ रहे?" }, { "ucid": "21112178973008641", "idx": 19, "speaker": "customer", "start_s": 32.8, "end_s": 36.4, "text_en": "Brother, the rate is high right now, parties take the rate and then go silent, they don't proceed further.", "text_native": "भाई, अभी rate बढ़ा हुआ है, पार्टियां rate लेती हैं और चुप हो जाती हैं, आगे नहीं करती।" }, { "ucid": "21112178973008641", "idx": 20, "speaker": "agent", "start_s": 36.9, "end_s": 40.2, "text_en": "Yes sir, that problem is there in the market right now. Let's see, if the market goes down, only then it can happen.", "text_native": "हां सर, वो तो है अभी दिक्कत market में। अभी देखते हैं, नीचे जाता है market तो ही हो सकता है।" }, { "ucid": "21112178973008641", "idx": 21, "speaker": "customer", "start_s": 40.7, "end_s": 41.6, "text_en": "This is the only problem.", "text_native": "बस यही तो दिक्कत होती है।" }, { "ucid": "21112178973008641", "idx": 22, "speaker": "customer", "start_s": 42.4, "end_s": 47.8, "text_en": "Wherever the rate increases, the material that is in stock remains as it is. And the requirement just becomes like this, completely disappears.", "text_native": "जहां rate बढ़ता है, वहां जो माल रखा हुआ होता है, वही का वही रह जाता है। और requirement जो है एकदम ऐसी हो जाती है बिलकुल गायब।" }, { "ucid": "21112178973008641", "idx": 23, "speaker": "agent", "start_s": 48.2, "end_s": 48.6, "text_en": "Yes, exactly.", "text_native": "हां, वही।" }, { "ucid": "21112178973008641", "idx": 24, "speaker": "customer", "start_s": 50.1, "end_s": 52.9, "text_en": "Alright. Anyway, it's okay, for now I don't have any requirement.", "text_native": "चलिए। चलो खैर कोई नहीं, अभी तो फिलहाल कोई requirement नहीं है मेरे पास।" }, { "ucid": "21112178973008641", "idx": 25, "speaker": "agent", "start_s": 53.0, "end_s": 54.8, "text_en": "Yes, okay sir. If there is anything, let me know.", "text_native": "हां, ठीक है सर। कुछ रहता है तो बताइएगा।" } ], "steps": [ { "ucid": "21112178973008641", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, in BL Traders, is there any requirement for sheets right now?", "comment": "because the agent did not ask for permission to speak before jumping into the sales query." }, { "ucid": "21112178973008641", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, in BL Traders, is there any requirement for sheets right now?", "comment": "because the agent did not lead with a supply or price hook, instead opening with a direct question about requirements." }, { "ucid": "21112178973008641", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "You mean you have a trading business, right?", "comment": "because only one discovery question (business type) was attempted, which is below the threshold for a 'partial' pass." }, { "ucid": "21112178973008641", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "because no USPs were pitched during the call." }, { "ucid": "21112178973008641", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, in BL Traders, is there any requirement for sheets right now?", "comment": "because the agent successfully executed the intent of asking if a current requirement exists." }, { "ucid": "21112178973008641", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "If there is anything, let me know.", "comment": "because this is a passive closing and does not establish a specific, agent-owned next step." } ], "objections": [ { "ucid": "21112178973008641", "obj_type": "price", "state": "mishandled", "evidence": "The rate is quite high, that's why there is no requirement right now.", "response": "Yes sir, that problem is there in the market right now. Let's see, if the market goes down, only then it can happen." } ], "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": [ "rejection" ] }