{ "ucid": "21112178973117431", "call_date": "2026-09-18", "start_time": "2026-09-18 17:02:54", "end_time": "2026-09-18 17:03:49", "duration_sec": 55, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2e10096c1bc218e54ddf232808482cf8.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1364, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973117431__DIA2e10096c1bc218e54ddf232808482cf8.mp3", "audio_bytes": 137160, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 45.72, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Hello? (हेलो?)\n[2s] CUSTOMER: Yes. (हां जी।)\n[3s] AGENT: Yeah, good evening sir. This is Abdul speaking, I am calling from JSW's head office in Mumbai. (Yeah, good evening sir. अब्दुल बात कर रहा हूं JSW के हेड ऑफिस मुंबई से बात कर रहा हूं मैं।)\n[6s] CUSTOMER: Yes, tell me. (जी, बताइए जी।)\n[7s] AGENT: Sir, is this your registered company, Amba Power and Engineering Private Limited? (सर ये आपकी कंपनी है रजिस्टर्ड, Amba Power and Engineering Private Limited?)\n[10s] CUSTOMER: Yes. (जी।)\n[11s] AGENT: So I called for that, sir. Is there any requirement right now, sir? Requirement in HR, CR, GP, GI, GL? (तो उसके लिए फोन किया था सर मैं। कुछ रिक्वायरमेंट है क्या सर अभी? रिक्वायरमेंट HR, CR, GP, GI, GL में?)\n[15s] CUSTOMER: Just now there was a requirement for strip, I have closed it. (अभी जस्ट स्ट्रिप की रिक्वायरमेंट थी, मैंने क्लोज कर दी है।)\n[18s] AGENT: Okay sir, no problem, no problem. In future... (ठीक है सर, कोई ना कोई ना। In future...)\n[19s] CUSTOMER: Will you also provide hot dip pipe now? (अभी हॉट डिप पाइप भी दे देंगे आप?)\n[21s] AGENT: Pipes, sir, we are not doing that at the moment. Right now we deal in HR, CR, sheets, sir. There's GL, coil, sheets, etc. (पाइप तो सर अभी हम लोग उसमें कर नहीं रहे फिलहाल। अभी हम लोग HR, CR, शीट में डील करते हैं सर। GL हुआ, कॉइल, शीट वग़ैरह हुआ।)\n[25s] CUSTOMER: Okay, okay, okay.\n[26s] AGENT: So if there is any requirement in all this, please tell me sir, I can give you the best. (तो ये सब में कुछ रिक्वायरमेंट हो तो बताइए सर, मैं बेस्ट दे सकता हूं आपको।)\n[29s] CUSTOMER: Right now there is nothing, sir. If there is, then definitely. (अभी अभी तो कुछ नहीं है सर। होगा तो डेफिनेटली।)\n[31s] AGENT: Okay sir, thank you so much.\n[32s] CUSTOMER: Okay sir.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: The conversation is a clear example of code-mixing (Hinglish).", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 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 skipped the opening hook and went straight to asking for requirements; always create interest with a benefit statement before asking about the customer's needs.", "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": "hot dip pipe", "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 manufacturing lead, Amba Power and Engineering. The agent skipped the opening hook and went directly to asking for requirements. The customer confirmed they had no current need for core products but inquired about 'hot dip pipe', which the agent confirmed JSW One does not supply. The call concluded without a future-oriented next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified themselves and the customer but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and went directly to asking for requirements while listing product acronyms.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the call ended after the customer stated they had no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement right now, sir?\", \"comment\": \"The agent successfully asked for a current requirement, which the customer confirmed they did not have.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent ended the call with \\\"thank you\\\" without establishing any specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening hook and went straight to asking for requirements; always create interest with a benefit statement before asking about the customer's needs.\", \"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\": \"hot dip pipe\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a manufacturing lead, Amba Power and Engineering. The agent skipped the opening hook and went directly to asking for requirements. The customer confirmed they had no current need for core products but inquired about 'hot dip pipe', which the agent confirmed JSW One does not supply. The call concluded without a future-oriented next step.\"}", "error": null, "latency_ms": 33319, "input_tokens": 3111, "output_tokens": 682, "created_at": "2026-09-25 11:54:30", "sentiment": "positive", "sentiment_score": 0.48, "sentiment_confidence": "high", "pos": 8, "neg": 0, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.686, "agent_talk_sec": 19.2, "customer_talk_sec": 8.8, "dead_air_sec": 27.0, "longest_monologue_sec": 4.2, "agent_wpm": 334.4, "interruptions": 0, "agent_turns": 8, "customer_turns": 9, "discovery_qs": 4, "words_agent": 107, "words_customer": 42, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973117431", "idx": 0, "speaker": "customer", "start_s": 0.67, "end_s": 1.03, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178973117431", "idx": 1, "speaker": "agent", "start_s": 1.47, "end_s": 1.87, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178973117431", "idx": 2, "speaker": "customer", "start_s": 2.2, "end_s": 2.57, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178973117431", "idx": 3, "speaker": "agent", "start_s": 2.77, "end_s": 6.2, "text_en": "Yeah, good evening sir. This is Abdul speaking, I am calling from JSW's head office in Mumbai.", "text_native": "Yeah, good evening sir. अब्दुल बात कर रहा हूं JSW के हेड ऑफिस मुंबई से बात कर रहा हूं मैं।" }, { "ucid": "21112178973117431", "idx": 4, "speaker": "customer", "start_s": 6.49, "end_s": 7.2, "text_en": "Yes, tell me.", "text_native": "जी, बताइए जी।" }, { "ucid": "21112178973117431", "idx": 5, "speaker": "agent", "start_s": 7.46, "end_s": 10.18, "text_en": "Sir, is this your registered company, Amba Power and Engineering Private Limited?", "text_native": "सर ये आपकी कंपनी है रजिस्टर्ड, Amba Power and Engineering Private Limited?" }, { "ucid": "21112178973117431", "idx": 6, "speaker": "customer", "start_s": 10.28, "end_s": 10.56, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178973117431", "idx": 7, "speaker": "agent", "start_s": 10.7, "end_s": 14.5, "text_en": "So I called for that, sir. Is there any requirement right now, sir? Requirement in HR, CR, GP, GI, GL?", "text_native": "तो उसके लिए फोन किया था सर मैं। कुछ रिक्वायरमेंट है क्या सर अभी? रिक्वायरमेंट HR, CR, GP, GI, GL में?" }, { "ucid": "21112178973117431", "idx": 8, "speaker": "customer", "start_s": 14.98, "end_s": 17.4, "text_en": "Just now there was a requirement for strip, I have closed it.", "text_native": "अभी जस्ट स्ट्रिप की रिक्वायरमेंट थी, मैंने क्लोज कर दी है।" }, { "ucid": "21112178973117431", "idx": 9, "speaker": "agent", "start_s": 17.78, "end_s": 18.98, "text_en": "Okay sir, no problem, no problem. In future...", "text_native": "ठीक है सर, कोई ना कोई ना। In future..." }, { "ucid": "21112178973117431", "idx": 10, "speaker": "customer", "start_s": 19.08, "end_s": 20.6, "text_en": "Will you also provide hot dip pipe now?", "text_native": "अभी हॉट डिप पाइप भी दे देंगे आप?" }, { "ucid": "21112178973117431", "idx": 11, "speaker": "agent", "start_s": 20.9, "end_s": 25.1, "text_en": "Pipes, sir, we are not doing that at the moment. Right now we deal in HR, CR, sheets, sir. There's GL, coil, sheets, etc.", "text_native": "पाइप तो सर अभी हम लोग उसमें कर नहीं रहे फिलहाल। अभी हम लोग HR, CR, शीट में डील करते हैं सर। GL हुआ, कॉइल, शीट वग़ैरह हुआ।" }, { "ucid": "21112178973117431", "idx": 12, "speaker": "customer", "start_s": 25.1, "end_s": 25.9, "text_en": "Okay, okay, okay.", "text_native": "Okay, okay, okay." }, { "ucid": "21112178973117431", "idx": 13, "speaker": "agent", "start_s": 26.0, "end_s": 28.4, "text_en": "So if there is any requirement in all this, please tell me sir, I can give you the best.", "text_native": "तो ये सब में कुछ रिक्वायरमेंट हो तो बताइए सर, मैं बेस्ट दे सकता हूं आपको।" }, { "ucid": "21112178973117431", "idx": 14, "speaker": "customer", "start_s": 28.6, "end_s": 30.4, "text_en": "Right now there is nothing, sir. If there is, then definitely.", "text_native": "अभी अभी तो कुछ नहीं है सर। होगा तो डेफिनेटली।" }, { "ucid": "21112178973117431", "idx": 15, "speaker": "agent", "start_s": 30.7, "end_s": 31.7, "text_en": "Okay sir, thank you so much.", "text_native": "Okay sir, thank you so much." }, { "ucid": "21112178973117431", "idx": 16, "speaker": "customer", "start_s": 32.1, "end_s": 32.6, "text_en": "Okay sir.", "text_native": "Okay sir." } ], "steps": [ { "ucid": "21112178973117431", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent identified themselves and the customer but did not ask for permission to speak." }, { "ucid": "21112178973117431", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent skipped the hook and went directly to asking for requirements while listing product acronyms." }, { "ucid": "21112178973117431", "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; the call ended after the customer stated they had no current requirement." }, { "ucid": "21112178973117431", "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 no discovery was conducted." }, { "ucid": "21112178973117431", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Is there any requirement right now, sir?", "comment": "The agent successfully asked for a current requirement, which the customer confirmed they did not have." }, { "ucid": "21112178973117431", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent ended the call with \"thank you\" without establishing any specific 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": [] }