{ "ucid": "21112178973092051", "call_date": "2026-09-18", "start_time": "2026-09-18 16:58:40", "end_time": "2026-09-18 16:59:49", "duration_sec": 69, "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/DIA3f2a41447a7fd2517376a0d4db5051f0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1366, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973092051__DIA3f2a41447a7fd2517376a0d4db5051f0.mp3", "audio_bytes": 138456, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 46.152, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हॅलो?)\n[1s] AGENT: Uh hello, JP Industry? (अह हॅलो, जे पी इंडस्ट्री?)\n[2s] CUSTOMER: Yes. (हांजी।)\n[3s] AGENT: Yes, hello, I am Aditya Pandey calling from JSW One. (हांजी नमस्ते, मैं आदित्य पांडे बोल रहा था जेएसडब्ल्यू वन से।)\n[5s] CUSTOMER: Yes. (हांजी।)\n[6s] AGENT: Yes, you are registered on our platform, so the call was regarding that, did you have any requirements recently, sir? (हांजी, हमारे प्लॅटफॉर्म पे आप वही रजिस्टर्ड हो, तो उसी के रिगार्डिंग कॉल था कि कुछ रिक्वायरमेंट्स थी सर रीसेंट में?)\n[10s] CUSTOMER: GPGI of what? (जीपीजीआई किसकी?)\n[11s] AGENT: Any in GPGI materials? (जीपीजीआई मटेरियल्स में कोई?)\n[12s] CUSTOMER: Huh? (हां?)\n[13s] AGENT: Uh sheet metal, did you have any requirement in sheet metal, sir? (अह शीट मेटल, शीट मेटल में कोई रिक्वायरमेंट थी सर आपकी?)\n[16s] CUSTOMER: Do you keep purlin? (पर्लिन रखते हो आप?)\n[17s] AGENT: Sorry, what? (सॉरी, कौन क्या?)\n[18s] CUSTOMER: Purlin, rafter. (पर्लिन, राफ्टर।)\n[19s] AGENT: Uh one... I... what kind of material is this, sir? I didn't quite understand what you are saying. (अह एक मुझे थोड़ा इसका रे क्या रहता है सर ये मटेरियल? मुझे थोड़ा समझा नहीं आप क्या बोल रहे।)\n[23s] CUSTOMER: I'll send you my card on WhatsApp, you send me your rate, I'll give you a minute. (आपको WhatsApp पे अपना कार्ड डाल देता हूं, अपना रेट डाल दो आप मुझे, एक मिनट देता हूं।)\n[27s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer asks for a product you don't recognize, probe its application and material composition to see if we supply the raw material, rather than ending the call without discovery.", "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": 1, "material_detected": "purlin, rafter", "catalogue_status": "not_available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a registered user to inquire about requirements. The customer asked for 'purlin, rafter', a finished product the agent did not recognize. The customer then took control of the call, instructing the agent to send a rate via WhatsApp, to which the agent agreed, ending the call without any discovery or qualification.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, hello, I am Aditya Pandey calling from JSW One. ... did you have any requirements recently, sir?\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak before jumping into a qualification question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook; he immediately asked about the customer's requirements instead of leading with a price or availability signal.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero of the six required discovery questions. The only question asked was for clarification on a product he didn't recognize.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the agent did not conduct any discovery to understand the customer's needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"did you have any requirements recently, sir?\", \"comment\": \"While the agent asked if a requirement existed, he failed to capture any specific details (grade, thickness, quantity) after the customer mentioned a product.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay.\", \"comment\": \"The agent passively agreed to the customer's demand to send a rate card, without establishing a committed next step with a specific timeline.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a product you don't recognize, probe its application and material composition to see if we supply the raw material, rather than ending the call without discovery.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"purlin, rafter\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I'll send you my card on WhatsApp, you send me your rate, I'll give you a minute.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent contacted a registered user to inquire about requirements. The customer asked for 'purlin, rafter', a finished product the agent did not recognize. The customer then took control of the call, instructing the agent to send a rate via WhatsApp, to which the agent agreed, ending the call without any discovery or qualification.\"}", "error": null, "latency_ms": 42991, "input_tokens": 3022, "output_tokens": 844, "created_at": "2026-09-25 11:54:47", "sentiment": "positive", "sentiment_score": 0.74, "sentiment_confidence": "high", "pos": 8, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.668, "agent_talk_sec": 14.7, "customer_talk_sec": 7.3, "dead_air_sec": 47.0, "longest_monologue_sec": 3.9, "agent_wpm": 289.8, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 6, "words_agent": 71, "words_customer": 30, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973092051", "idx": 0, "speaker": "customer", "start_s": 0.37, "end_s": 0.79, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178973092051", "idx": 1, "speaker": "agent", "start_s": 1.3, "end_s": 2.2, "text_en": "Uh hello, JP Industry?", "text_native": "अह हॅलो, जे पी इंडस्ट्री?" }, { "ucid": "21112178973092051", "idx": 2, "speaker": "customer", "start_s": 2.47, "end_s": 2.8, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178973092051", "idx": 3, "speaker": "agent", "start_s": 3.0, "end_s": 5.1, "text_en": "Yes, hello, I am Aditya Pandey calling from JSW One.", "text_native": "हांजी नमस्ते, मैं आदित्य पांडे बोल रहा था जेएसडब्ल्यू वन से।" }, { "ucid": "21112178973092051", "idx": 4, "speaker": "customer", "start_s": 5.39, "end_s": 5.7, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178973092051", "idx": 5, "speaker": "agent", "start_s": 6.0, "end_s": 9.88, "text_en": "Yes, you are registered on our platform, so the call was regarding that, did you have any requirements recently, sir?", "text_native": "हांजी, हमारे प्लॅटफॉर्म पे आप वही रजिस्टर्ड हो, तो उसी के रिगार्डिंग कॉल था कि कुछ रिक्वायरमेंट्स थी सर रीसेंट में?" }, { "ucid": "21112178973092051", "idx": 6, "speaker": "customer", "start_s": 10.1, "end_s": 10.8, "text_en": "GPGI of what?", "text_native": "जीपीजीआई किसकी?" }, { "ucid": "21112178973092051", "idx": 7, "speaker": "agent", "start_s": 11.0, "end_s": 12.0, "text_en": "Any in GPGI materials?", "text_native": "जीपीजीआई मटेरियल्स में कोई?" }, { "ucid": "21112178973092051", "idx": 8, "speaker": "customer", "start_s": 12.2, "end_s": 12.5, "text_en": "Huh?", "text_native": "हां?" }, { "ucid": "21112178973092051", "idx": 9, "speaker": "agent", "start_s": 12.8, "end_s": 15.2, "text_en": "Uh sheet metal, did you have any requirement in sheet metal, sir?", "text_native": "अह शीट मेटल, शीट मेटल में कोई रिक्वायरमेंट थी सर आपकी?" }, { "ucid": "21112178973092051", "idx": 10, "speaker": "customer", "start_s": 15.5, "end_s": 16.5, "text_en": "Do you keep purlin?", "text_native": "पर्लिन रखते हो आप?" }, { "ucid": "21112178973092051", "idx": 11, "speaker": "agent", "start_s": 17.0, "end_s": 17.5, "text_en": "Sorry, what?", "text_native": "सॉरी, कौन क्या?" }, { "ucid": "21112178973092051", "idx": 12, "speaker": "customer", "start_s": 17.8, "end_s": 18.5, "text_en": "Purlin, rafter.", "text_native": "पर्लिन, राफ्टर।" }, { "ucid": "21112178973092051", "idx": 13, "speaker": "agent", "start_s": 19.0, "end_s": 22.5, "text_en": "Uh one... I... what kind of material is this, sir? I didn't quite understand what you are saying.", "text_native": "अह एक मुझे थोड़ा इसका रे क्या रहता है सर ये मटेरियल? मुझे थोड़ा समझा नहीं आप क्या बोल रहे।" }, { "ucid": "21112178973092051", "idx": 14, "speaker": "customer", "start_s": 23.0, "end_s": 26.5, "text_en": "I'll send you my card on WhatsApp, you send me your rate, I'll give you a minute.", "text_native": "आपको WhatsApp पे अपना कार्ड डाल देता हूं, अपना रेट डाल दो आप मुझे, एक मिनट देता हूं।" }, { "ucid": "21112178973092051", "idx": 15, "speaker": "agent", "start_s": 26.8, "end_s": 27.2, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178973092051", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, hello, I am Aditya Pandey calling from JSW One. ... did you have any requirements recently, sir?", "comment": "The agent identified himself and the company but failed to ask for permission to speak before jumping into a qualification question." }, { "ucid": "21112178973092051", "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 provide a hook; he immediately asked about the customer's requirements instead of leading with a price or availability signal." }, { "ucid": "21112178973092051", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked zero of the six required discovery questions. The only question asked was for clarification on a product he didn't recognize." }, { "ucid": "21112178973092051", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched as the agent did not conduct any discovery to understand the customer's needs." }, { "ucid": "21112178973092051", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "did you have any requirements recently, sir?", "comment": "While the agent asked if a requirement existed, he failed to capture any specific details (grade, thickness, quantity) after the customer mentioned a product." }, { "ucid": "21112178973092051", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay.", "comment": "The agent passively agreed to the customer's demand to send a rate card, without establishing a committed next step with a specific timeline." } ], "objections": [ { "ucid": "21112178973092051", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "I'll send you my card on WhatsApp, you send me your rate, I'll give you a minute.", "response": "Okay." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }