{ "ucid": "21112178973342811", "call_date": "2026-09-18", "start_time": "2026-09-18 17:40:28", "end_time": "2026-09-18 17:41:25", "duration_sec": 57, "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/DIAe24887e853758d6978c03e631bb63c4d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1343, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973342811__DIAe24887e853758d6978c03e631bb63c4d.mp3", "audio_bytes": 117504, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 39.168, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello? (हेलो?)\n[3s] AGENT: Yes, hello. (हां, हेलो।)\n[4s] CUSTOMER: Yes. (हां जी।)\n[5s] AGENT: Are you speaking from Shri Ram Trading? (ये श्री राम ट्रेडिंग से बात कर रहे हैं?)\n[7s] CUSTOMER: Yes, Shri Ram Trading. (हां, श्री राम ट्रेडिंग।)\n[8s] AGENT: This is Abdul speaking, sir, from JSW. (अब्दुल बात कर रहा हूं सर, मैं JSW से।)\n[10s] CUSTOMER: Yes, tell me. (जी बोलिए।)\n[11s] AGENT: Sir, do you have any requirement in steel, I called for that, in HR CR? (सर ये कुछ रिक्वायरमेंट है क्या आपको स्टील में इसके लिए फोन किया था, एचआर सीआर में?)\n[15s] CUSTOMER: I have a requirement for CR, I have a requirement from twenty-four to twenty-four sixteen gauge. (सीआर की रिक्वायरमेंट रहती है, चौबीस से चौबीस सोलह गेज तक की रिक्वायरमेंट रहती है मेरे पास।)\n[19s] AGENT: Okay okay, fine, you get it. Do you have a requirement now? (अच्छा अच्छा ठीक है, आती है। अभी है रिक्वायरमेंट?)\n[22s] CUSTOMER: For now? (अभी की?)\n[22s] AGENT: Its rate? (रेट इसका?)\n[23s] AGENT: Right now it's going for 75 base. (अभी चल रहा है आपका 75 बेस।)\n[26s] CUSTOMER: Okay, I will call you back. (ठीक, मैं आपको कॉल बैक कर लूंगा।)\n[28s] CUSTOMER: I will ask after I get free. (मैं अभी फ्री हो के पूछता हूं।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some background chatter is present but does not significantly affect 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": "You must follow the call structure; you skipped the opener, hook, and all discovery, which left you with no information to build a pitch or handle the customer's brush-off at the end.", "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 customer from 'Shri Ram Trading', confirming they are a trader. The agent skipped discovery and immediately asked for a requirement. The customer stated a general need for CR, the agent quoted a base price, and the customer ended the call by saying they would call back. The agent did not secure a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified the company and himself but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook; instead, he immediately asked if the customer had a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business profile, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only provided a base price.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement in steel, I called for that, in HR CR?\", \"comment\": \"Agent asked if a requirement exists but failed to capture any specific details like quantity, grade, or location before quoting a price.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not propose a next step; the customer ended the call with a vague promise to call back.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the call structure; you skipped the opener, hook, and all discovery, which left you with no information to build a pitch or handle the customer's brush-off at the end.\", \"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\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Okay, I will call you back.\", \"response\": \"\"}], \"call_summary\": \"The agent contacted a customer from 'Shri Ram Trading', confirming they are a trader. The agent skipped discovery and immediately asked for a requirement. The customer stated a general need for CR, the agent quoted a base price, and the customer ended the call by saying they would call back. The agent did not secure a concrete next step.\"}", "error": null, "latency_ms": 33442, "input_tokens": 2973, "output_tokens": 770, "created_at": "2026-09-25 11:53:29", "sentiment": "neutral", "sentiment_score": 0.12, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.578, "agent_talk_sec": 12.2, "customer_talk_sec": 8.9, "dead_air_sec": 35.9, "longest_monologue_sec": 3.2, "agent_wpm": 260.7, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 5, "words_agent": 53, "words_customer": 42, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973342811", "idx": 0, "speaker": "customer", "start_s": 1.07, "end_s": 1.57, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178973342811", "idx": 1, "speaker": "agent", "start_s": 2.278, "end_s": 2.678, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178973342811", "idx": 2, "speaker": "agent", "start_s": 3.068, "end_s": 3.618, "text_en": "Yes, hello.", "text_native": "हां, हेलो।" }, { "ucid": "21112178973342811", "idx": 3, "speaker": "customer", "start_s": 4.048, "end_s": 4.418, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178973342811", "idx": 4, "speaker": "agent", "start_s": 4.548, "end_s": 6.218, "text_en": "Are you speaking from Shri Ram Trading?", "text_native": "ये श्री राम ट्रेडिंग से बात कर रहे हैं?" }, { "ucid": "21112178973342811", "idx": 5, "speaker": "customer", "start_s": 6.548, "end_s": 7.248, "text_en": "Yes, Shri Ram Trading.", "text_native": "हां, श्री राम ट्रेडिंग।" }, { "ucid": "21112178973342811", "idx": 6, "speaker": "agent", "start_s": 7.578, "end_s": 9.548, "text_en": "This is Abdul speaking, sir, from JSW.", "text_native": "अब्दुल बात कर रहा हूं सर, मैं JSW से।" }, { "ucid": "21112178973342811", "idx": 7, "speaker": "customer", "start_s": 10.238, "end_s": 10.738, "text_en": "Yes, tell me.", "text_native": "जी बोलिए।" }, { "ucid": "21112178973342811", "idx": 8, "speaker": "agent", "start_s": 11.048, "end_s": 14.248, "text_en": "Sir, do you have any requirement in steel, I called for that, in HR CR?", "text_native": "सर ये कुछ रिक्वायरमेंट है क्या आपको स्टील में इसके लिए फोन किया था, एचआर सीआर में?" }, { "ucid": "21112178973342811", "idx": 9, "speaker": "customer", "start_s": 14.548, "end_s": 18.248, "text_en": "I have a requirement for CR, I have a requirement from twenty-four to twenty-four sixteen gauge.", "text_native": "सीआर की रिक्वायरमेंट रहती है, चौबीस से चौबीस सोलह गेज तक की रिक्वायरमेंट रहती है मेरे पास।" }, { "ucid": "21112178973342811", "idx": 10, "speaker": "agent", "start_s": 18.818, "end_s": 20.818, "text_en": "Okay okay, fine, you get it. Do you have a requirement now?", "text_native": "अच्छा अच्छा ठीक है, आती है। अभी है रिक्वायरमेंट?" }, { "ucid": "21112178973342811", "idx": 11, "speaker": "customer", "start_s": 21.538, "end_s": 21.938, "text_en": "For now?", "text_native": "अभी की?" }, { "ucid": "21112178973342811", "idx": 12, "speaker": "agent", "start_s": 22.038, "end_s": 22.438, "text_en": "Its rate?", "text_native": "रेट इसका?" }, { "ucid": "21112178973342811", "idx": 13, "speaker": "agent", "start_s": 23.248, "end_s": 25.248, "text_en": "Right now it's going for 75 base.", "text_native": "अभी चल रहा है आपका 75 बेस।" }, { "ucid": "21112178973342811", "idx": 14, "speaker": "customer", "start_s": 25.848, "end_s": 27.548, "text_en": "Okay, I will call you back.", "text_native": "ठीक, मैं आपको कॉल बैक कर लूंगा।" }, { "ucid": "21112178973342811", "idx": 15, "speaker": "customer", "start_s": 27.848, "end_s": 28.848, "text_en": "I will ask after I get free.", "text_native": "मैं अभी फ्री हो के पूछता हूं।" } ], "steps": [ { "ucid": "21112178973342811", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified the company and himself but failed to ask for permission to speak." }, { "ucid": "21112178973342811", "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 provide a hook; instead, he immediately asked if the customer had a requirement." }, { "ucid": "21112178973342811", "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 to understand the customer's business profile, volume, or current suppliers." }, { "ucid": "21112178973342811", "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 provided a base price." }, { "ucid": "21112178973342811", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, do you have any requirement in steel, I called for that, in HR CR?", "comment": "Agent asked if a requirement exists but failed to capture any specific details like quantity, grade, or location before quoting a price." }, { "ucid": "21112178973342811", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not propose a next step; the customer ended the call with a vague promise to call back." } ], "objections": [ { "ucid": "21112178973342811", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "Okay, I will call you back.", "response": "" } ], "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": [] }