{ "ucid": "21112178973196611", "call_date": "2026-09-18", "start_time": "2026-09-18 17:16:06", "end_time": "2026-09-18 17:17:16", "duration_sec": 70, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA89d3815cf5291eab9f1cf2af5cf45413.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1360, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973196611__DIA89d3815cf5291eab9f1cf2af5cf45413.mp3", "audio_bytes": 139104, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 46.368, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हेलो।)\n[2s] AGENT: Oh Jitendra ji, hello. I am Ronak Mehta speaking from JSW One. Do you have any requirement for MS steels? Like CR sheets or coils? (ओ जितेंद्र जी, नमस्ते। रौनक मेहता बात कर रहा हूं JSW One से। कुछ रिक्वायरमेंट आ रहा है आपको MS steels में? जैसे CR sheets या coils में?)\n[9s] CUSTOMER: Sir, I had it just now, but now if you call on Monday, I will confirm and tell you. Actually, I have taken a couple of days off from the office. (सर अभी तो था बट अब आप मंडे को एक बार करेंगे मैं कन्फर्म बता दूंगा। एक्चुअली क्या मैं अभी दो-तीन दिन ऑफिस से ऑफ ले रखा है।)\n[14s] AGENT: Okay. (अच्छा।)\n[15s] CUSTOMER: So I will tell you on Monday. You can send me a WhatsApp, I (तो मैं आपको मंडे बता देता हूं। आप मेरेको WhatsApp डाल दीजिएगा मैं)\n[18s] AGENT: Do you do some manufacturing? What do you do, sir? (क्या आप कुछ मैन्युफैक्चरिंग करते हैं? क्या करते हैं सर आप?)\n[20s] CUSTOMER: No sir, I am a trader. Of alloy steel, die steel, HR, CR sheets, ERW pipes, CR pipes. (नहीं सर, मैं ट्रेडर हूं। एलॉय स्टील, डाई स्टील, HR, CR शीट का, ERW पाइप्स का, CR पाइप्स का।)\n[24s] AGENT: Nice, nice, nice, nice.\n[25s] AGENT: So you deal in HR as well, right? (तो HR में भी आप डील करते हैं ना?)\n[26s] CUSTOMER: Yes, both HR and CR. (हांजी, HR, CR दोनों।)\n[28s] AGENT: Correct, correct, correct, correct. That will work, sir. I will cater to you from my end as well. I will ping you, I will get in touch with you on Monday, okay? (करेक्ट, करेक्ट, करेक्ट, करेक्ट। चलेगा सर, मैं आपको केटर करके दे दूंगा मेरे एंड से भी। मैं आपको पिंग करता हूं, मंडे को आपको टच में आता हूं, ठीक है?)\n[33s] CUSTOMER: Okay. (ठीक है।)\n[33s] AGENT: Thank you Jitendra ji. Okay sir. (थैंक यू जितेंद्र जी। ओके सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "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": "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": 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": "You missed the first two steps of the pitch; start by asking for permission to speak and offering a hook to build rapport before asking about requirements.", "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 lead who identified as a steel trader. The customer had no immediate requirement as he was out of the office, but asked the agent to call back on Monday for a potential requirement. The agent agreed and scheduled the follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, instead jumping directly to a question about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead opening with a product and requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Do you do some manufacturing? What do you do, sir?\", \"comment\": \"Agent only asked about the customer's business type (1/6 questions) and did not probe for volume, suppliers, or other key information.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only made a generic offer to 'cater' to the customer.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for MS steels? Like CR sheets or coils?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will ping you, I will get in touch with you on Monday, okay?\", \"comment\": \"Agent established a clear and committed next step for a specific day (Monday) as requested by the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the first two steps of the pitch; start by asking for permission to speak and offering a hook to build rapport before asking about requirements.\", \"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\": [], \"call_summary\": \"The agent contacted a lead who identified as a steel trader. The customer had no immediate requirement as he was out of the office, but asked the agent to call back on Monday for a potential requirement. The agent agreed and scheduled the follow-up.\"}", "error": null, "latency_ms": 39969, "input_tokens": 3098, "output_tokens": 726, "created_at": "2026-09-25 11:54:25", "sentiment": "positive", "sentiment_score": 0.26, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.548, "agent_talk_sec": 17.8, "customer_talk_sec": 14.7, "dead_air_sec": 37.5, "longest_monologue_sec": 6.6, "agent_wpm": 289.9, "interruptions": 0, "agent_turns": 7, "customer_turns": 6, "discovery_qs": 6, "words_agent": 86, "words_customer": 70, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973196611", "idx": 0, "speaker": "customer", "start_s": 0.5, "end_s": 1.1, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178973196611", "idx": 1, "speaker": "agent", "start_s": 1.53, "end_s": 8.11, "text_en": "Oh Jitendra ji, hello. I am Ronak Mehta speaking from JSW One. Do you have any requirement for MS steels? Like CR sheets or coils?", "text_native": "ओ जितेंद्र जी, नमस्ते। रौनक मेहता बात कर रहा हूं JSW One से। कुछ रिक्वायरमेंट आ रहा है आपको MS steels में? जैसे CR sheets या coils में?" }, { "ucid": "21112178973196611", "idx": 2, "speaker": "customer", "start_s": 8.58, "end_s": 14.5, "text_en": "Sir, I had it just now, but now if you call on Monday, I will confirm and tell you. Actually, I have taken a couple of days off from the office.", "text_native": "सर अभी तो था बट अब आप मंडे को एक बार करेंगे मैं कन्फर्म बता दूंगा। एक्चुअली क्या मैं अभी दो-तीन दिन ऑफिस से ऑफ ले रखा है।" }, { "ucid": "21112178973196611", "idx": 3, "speaker": "agent", "start_s": 14.5, "end_s": 14.9, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178973196611", "idx": 4, "speaker": "customer", "start_s": 15.0, "end_s": 17.5, "text_en": "So I will tell you on Monday. You can send me a WhatsApp, I", "text_native": "तो मैं आपको मंडे बता देता हूं। आप मेरेको WhatsApp डाल दीजिएगा मैं" }, { "ucid": "21112178973196611", "idx": 5, "speaker": "agent", "start_s": 17.6, "end_s": 19.5, "text_en": "Do you do some manufacturing? What do you do, sir?", "text_native": "क्या आप कुछ मैन्युफैक्चरिंग करते हैं? क्या करते हैं सर आप?" }, { "ucid": "21112178973196611", "idx": 6, "speaker": "customer", "start_s": 19.6, "end_s": 23.8, "text_en": "No sir, I am a trader. Of alloy steel, die steel, HR, CR sheets, ERW pipes, CR pipes.", "text_native": "नहीं सर, मैं ट्रेडर हूं। एलॉय स्टील, डाई स्टील, HR, CR शीट का, ERW पाइप्स का, CR पाइप्स का।" }, { "ucid": "21112178973196611", "idx": 7, "speaker": "agent", "start_s": 23.9, "end_s": 25.0, "text_en": "Nice, nice, nice, nice.", "text_native": "Nice, nice, nice, nice." }, { "ucid": "21112178973196611", "idx": 8, "speaker": "agent", "start_s": 25.1, "end_s": 26.3, "text_en": "So you deal in HR as well, right?", "text_native": "तो HR में भी आप डील करते हैं ना?" }, { "ucid": "21112178973196611", "idx": 9, "speaker": "customer", "start_s": 26.4, "end_s": 27.5, "text_en": "Yes, both HR and CR.", "text_native": "हांजी, HR, CR दोनों।" }, { "ucid": "21112178973196611", "idx": 10, "speaker": "agent", "start_s": 27.6, "end_s": 32.5, "text_en": "Correct, correct, correct, correct. That will work, sir. I will cater to you from my end as well. I will ping you, I will get in touch with you on Monday, okay?", "text_native": "करेक्ट, करेक्ट, करेक्ट, करेक्ट। चलेगा सर, मैं आपको केटर करके दे दूंगा मेरे एंड से भी। मैं आपको पिंग करता हूं, मंडे को आपको टच में आता हूं, ठीक है?" }, { "ucid": "21112178973196611", "idx": 11, "speaker": "customer", "start_s": 32.6, "end_s": 33.0, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178973196611", "idx": 12, "speaker": "agent", "start_s": 33.1, "end_s": 34.8, "text_en": "Thank you Jitendra ji. Okay sir.", "text_native": "थैंक यू जितेंद्र जी। ओके सर।" } ], "steps": [ { "ucid": "21112178973196611", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak, instead jumping directly to a question about requirements." }, { "ucid": "21112178973196611", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not lead with a supply or price hook, instead opening with a product and requirement question." }, { "ucid": "21112178973196611", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Do you do some manufacturing? What do you do, sir?", "comment": "Agent only asked about the customer's business type (1/6 questions) and did not probe for volume, suppliers, or other key information." }, { "ucid": "21112178973196611", "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; the agent only made a generic offer to 'cater' to the customer." }, { "ucid": "21112178973196611", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement for MS steels? Like CR sheets or coils?", "comment": "Agent successfully asked if a current requirement exists, which is the primary goal of this step." }, { "ucid": "21112178973196611", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will ping you, I will get in touch with you on Monday, okay?", "comment": "Agent established a clear and committed next step for a specific day (Monday) as requested by the customer." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }