{ "ucid": "21112178973371681", "call_date": "2026-09-18", "start_time": "2026-09-18 17:45:16", "end_time": "2026-09-18 17:46:01", "duration_sec": 45, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6b9ee0b5fd0f6249c4aee89526ced8af.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1341, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973371681__DIA6b9ee0b5fd0f6249c4aee89526ced8af.mp3", "audio_bytes": 100008, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 33.336, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Hello. (हॅलो.)\n[3s] CUSTOMER: Yes? (हां जी?)\n[3s] AGENT: Am I speaking with Rajendra ji from Shri Giriraj Steel? (ये राजेंद्र जी बात कर रहे हैं श्री गिरिराज स्टील से?)\n[5s] CUSTOMER: Yes, speak son, speak. (हां जी, बोलिए बेटा, बोलिए।)\n[7s] AGENT: Yes, I was calling from JSW One, greetings. (जी, मैं JSW One से बात कर रहा था, नमस्कार।)\n[9s] CUSTOMER: From where? (कहां से जी?)\n[10s] AGENT: From JSW One, Jindal Steel. (JSW One से, जिंदल स्टील।)\n[12s] CUSTOMER: Yes, yes, tell me. (हां जी, हां जी, बताइए।)\n[13s] AGENT: Sir, are you looking for any requirement in HR, CR, MS right now? (अभी सर जी कोई रिक्वायरमेंट देख रहे हैं HR, CR, MS में?)\n[15s] CUSTOMER: No, not right now. (नहीं, अभी कोई नहीं।)\n[17s] AGENT: When could it be, can you tell me? I will make a follow-up call, sir. (कब हो सकता है, बता सकते हैं? मैं एक बार फॉलो-अप कॉल कर लूंगा सर।)\n[19s] CUSTOMER: No sir, no requirement at these rates. (कोई नहीं सर, इन रेटों में कोई रिक्वायरमेंट नहीं।)\n[22s] AGENT: Okay. (अच्छा।)\n[23s] AGENT: Alright, alright sir. (ठीक है, ठीक है सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"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 objects on price (\"no requirement at these rates\"), don't end the call. Instead, try to understand their price benchmark by asking about their current landed cost or supplier.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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 confirmed the contact and immediately asked for a current requirement for HR/CR/MS. The customer stated they have no requirement due to the current market rates. The agent accepted this objection without attempting discovery or objection handling, and the call ended.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Am I speaking with Rajendra ji from Shri Giriraj Steel?\", \"comment\": \"Agent successfully greeted, identified JSW One, and confirmed the contact, who gave permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call ended after the initial requirement check.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, are you looking for any requirement in HR, CR, MS right now?\", \"comment\": \"Agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked about a future requirement but did not secure a specific, committed callback date after the customer's objection.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer objects on price (\\\"no requirement at these rates\\\"), don't end the call. Instead, try to understand their price benchmark by asking about their current landed cost or supplier.\", \"segment_detected\": \"unknown\", \"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\": \"No sir, no requirement at these rates.\", \"response\": \"Okay. Alright, alright sir.\"}], \"call_summary\": \"The agent confirmed the contact and immediately asked for a current requirement for HR/CR/MS. The customer stated they have no requirement due to the current market rates. The agent accepted this objection without attempting discovery or objection handling, and the call ended.\"}", "error": null, "latency_ms": 30924, "input_tokens": 2947, "output_tokens": 750, "created_at": "2026-09-25 11:53:22", "sentiment": "negative", "sentiment_score": -0.623, "sentiment_confidence": "high", "pos": 0, "neg": 14, "lex_hits": 5, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.628, "agent_talk_sec": 11.8, "customer_talk_sec": 7.0, "dead_air_sec": 26.2, "longest_monologue_sec": 2.6, "agent_wpm": 289.8, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 3, "words_agent": 57, "words_customer": 23, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973371681", "idx": 0, "speaker": "customer", "start_s": 1.3, "end_s": 1.7, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178973371681", "idx": 1, "speaker": "agent", "start_s": 2.1, "end_s": 2.5, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178973371681", "idx": 2, "speaker": "customer", "start_s": 2.7, "end_s": 3.1, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178973371681", "idx": 3, "speaker": "agent", "start_s": 3.2, "end_s": 5.2, "text_en": "Am I speaking with Rajendra ji from Shri Giriraj Steel?", "text_native": "ये राजेंद्र जी बात कर रहे हैं श्री गिरिराज स्टील से?" }, { "ucid": "21112178973371681", "idx": 4, "speaker": "customer", "start_s": 5.3, "end_s": 6.7, "text_en": "Yes, speak son, speak.", "text_native": "हां जी, बोलिए बेटा, बोलिए।" }, { "ucid": "21112178973371681", "idx": 5, "speaker": "agent", "start_s": 6.7, "end_s": 8.7, "text_en": "Yes, I was calling from JSW One, greetings.", "text_native": "जी, मैं JSW One से बात कर रहा था, नमस्कार।" }, { "ucid": "21112178973371681", "idx": 6, "speaker": "customer", "start_s": 9.1, "end_s": 9.6, "text_en": "From where?", "text_native": "कहां से जी?" }, { "ucid": "21112178973371681", "idx": 7, "speaker": "agent", "start_s": 9.9, "end_s": 11.3, "text_en": "From JSW One, Jindal Steel.", "text_native": "JSW One से, जिंदल स्टील।" }, { "ucid": "21112178973371681", "idx": 8, "speaker": "customer", "start_s": 11.6, "end_s": 12.6, "text_en": "Yes, yes, tell me.", "text_native": "हां जी, हां जी, बताइए।" }, { "ucid": "21112178973371681", "idx": 9, "speaker": "agent", "start_s": 12.8, "end_s": 15.0, "text_en": "Sir, are you looking for any requirement in HR, CR, MS right now?", "text_native": "अभी सर जी कोई रिक्वायरमेंट देख रहे हैं HR, CR, MS में?" }, { "ucid": "21112178973371681", "idx": 10, "speaker": "customer", "start_s": 15.0, "end_s": 16.2, "text_en": "No, not right now.", "text_native": "नहीं, अभी कोई नहीं।" }, { "ucid": "21112178973371681", "idx": 11, "speaker": "agent", "start_s": 16.8, "end_s": 19.4, "text_en": "When could it be, can you tell me? I will make a follow-up call, sir.", "text_native": "कब हो सकता है, बता सकते हैं? मैं एक बार फॉलो-अप कॉल कर लूंगा सर।" }, { "ucid": "21112178973371681", "idx": 12, "speaker": "customer", "start_s": 19.4, "end_s": 21.5, "text_en": "No sir, no requirement at these rates.", "text_native": "कोई नहीं सर, इन रेटों में कोई रिक्वायरमेंट नहीं।" }, { "ucid": "21112178973371681", "idx": 13, "speaker": "agent", "start_s": 22.1, "end_s": 22.4, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178973371681", "idx": 14, "speaker": "agent", "start_s": 22.9, "end_s": 23.8, "text_en": "Alright, alright sir.", "text_native": "ठीक है, ठीक है सर।" } ], "steps": [ { "ucid": "21112178973371681", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Am I speaking with Rajendra ji from Shri Giriraj Steel?", "comment": "Agent successfully greeted, identified JSW One, and confirmed the contact, who gave permission to speak." }, { "ucid": "21112178973371681", "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 supply or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178973371681", "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 or procurement habits." }, { "ucid": "21112178973371681", "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 call ended after the initial requirement check." }, { "ucid": "21112178973371681", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, are you looking for any requirement in HR, CR, MS right now?", "comment": "Agent successfully asked if a current requirement exists." }, { "ucid": "21112178973371681", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent asked about a future requirement but did not secure a specific, committed callback date after the customer's objection." } ], "objections": [ { "ucid": "21112178973371681", "obj_type": "price", "state": "mishandled", "evidence": "No sir, no requirement at these rates.", "response": "Okay. Alright, alright sir." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [ "rejection" ] }