{ "ucid": "21112178973391761", "call_date": "2026-09-18", "start_time": "2026-09-18 17:48:37", "end_time": "2026-09-18 17:50:01", "duration_sec": 84, "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/DIAa6f15c5e917c5419099e1014daf817b0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1340, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973391761__DIAa6f15c5e917c5419099e1014daf817b0.mp3", "audio_bytes": 192456, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 64.152, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Yes. (हाँ।)\n[6s] AGENT: Hello Sheikh ji, I was calling from JSW One. (हेलो शेख जी, जेएसडब्ल्यू वन से बात कर रहा था।)\n[9s] CUSTOMER: Yes, tell me. (हाँ बोलिए।)\n[10s] AGENT: Sir, is there any requirement for steel right now in AS Enterprises? (सर जी, ये एएस एंटरप्राइजेस में कोई रिक्वायरमेंट है अभी स्टील का?)\n[13s] CUSTOMER: Where? (कहाँ पे?)\n[14s] AGENT: This AS Enterprises, it's yours, right? (ये एएस एंटरप्राइजेस है ना आपका?)\n[16s] CUSTOMER: Where are you calling from? (आप कहाँ से बोल रहे हैं?)\n[17s] AGENT: From JSW One Jindal. (जेएसडब्ल्यू वन जिंदल से।)\n[19s] CUSTOMER: Which JSW branch are you calling from? Are you calling from the Mumbai region or from North India? (जेएसडब्ल्यू कौन सी ब्रांच से बोल रहे हैं? मुंबई रीजन से बोल रहे हैं या नॉर्थ इंडिया से बोल रहे हो?)\n[23s] AGENT: I am speaking from Mumbai, from the Mumbai head office. (मैं मुंबई से बात कर रहा हूं, मुंबई हेड ऑफिस से।)\n[25s] CUSTOMER: You are calling from Mumbai. No, it's not from there. I have another requirement, right? I will send you its BOQ right now. (आप मुंबई से बोल रहे हैं। नहीं, वहां का नहीं है। मेरा दूसरा एक रिक्वायरमेंट है, है ना? वो मैं आपको अभी ना उसका बीओक्यू भेजता हूं मैं।)\n[30s] AGENT: No, I am in Mumbai but it works all over India. (नहीं, मुंबई में हूं बट ऑल ओवर इंडिया चलता है।)\n[32s] CUSTOMER: That's correct. Okay. I got your point. I have some requirement. I will share with you the details, right? Just text me your mail ID. (करेक्ट है। ठीक है। I got your point. I have some requirement. I will share with you the details, है ना? Just text me your mail ID.)\n[38s] AGENT: Okay, okay.\n[39s] AGENT: So that sir, by the way, what is your nature of business in this uh AS Enterprises? (तो वो सर, by the way, what is your nature of business in this uh AS Enterprises?)\n[43s] CUSTOMER: Sir, I am in a meeting right now at a place. I will let you know. (सर, मैं अभी मीटिंग में हूं एक जगह पे। I will let you know.)\n[45s] AGENT: Oh, okay. (अच्छा, ठीक है।)\n[46s] CUSTOMER: Yes. (हाँ।)\n[47s] AGENT: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 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 offers to send details, take control by asking 1-2 qualifying questions (e.g., tonnage, location) before agreeing, then commit to a specific follow-up time.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to check for a steel requirement. The customer confirmed they have a requirement and asked the agent to text their email ID to receive a Bill of Quantities (BOQ), which contradicts the 'No_requirement' disposition. The call was cut short because the customer was in a meeting, and the agent did not complete discovery or set a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello Sheikh ji, I was calling from JSW One.\", \"comment\": \"The agent identified himself and used the customer's name, but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, is there any requirement for steel right now in AS Enterprises?\", \"comment\": \"The agent did not lead with a supply/price hook and instead jumped directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"by the way, what is your nature of business in this uh AS Enterprises?\", \"comment\": \"The agent only asked one discovery question before the customer ended the conversation; this is below the threshold for a partial pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was completed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I have some requirement. I will share with you the details, right?\", \"comment\": \"Although a requirement was confirmed by the customer, the agent did not capture any specific details (grade, size, qty, etc.).\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Just text me your mail ID.\", \"comment\": \"The agent did not establish a committed next step; he allowed the customer to dictate the next action without a follow-up time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer offers to send details, take control by asking 1-2 qualifying questions (e.g., tonnage, location) before agreeing, then commit to a specific follow-up time.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to check for a steel requirement. The customer confirmed they have a requirement and asked the agent to text their email ID to receive a Bill of Quantities (BOQ), which contradicts the 'No_requirement' disposition. The call was cut short because the customer was in a meeting, and the agent did not complete discovery or set a firm next step.\"}", "error": null, "latency_ms": 31975, "input_tokens": 3200, "output_tokens": 781, "created_at": "2026-09-25 11:53:21", "sentiment": "positive", "sentiment_score": 0.3, "sentiment_confidence": "high", "pos": 6, "neg": 0, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.444, "agent_talk_sec": 16.0, "customer_talk_sec": 20.0, "dead_air_sec": 48.0, "longest_monologue_sec": 3.9, "agent_wpm": 277.5, "interruptions": 0, "agent_turns": 10, "customer_turns": 9, "discovery_qs": 3, "words_agent": 74, "words_customer": 93, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973391761", "idx": 0, "speaker": "customer", "start_s": 5.07, "end_s": 5.43, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178973391761", "idx": 1, "speaker": "agent", "start_s": 6.06, "end_s": 8.2, "text_en": "Hello Sheikh ji, I was calling from JSW One.", "text_native": "हेलो शेख जी, जेएसडब्ल्यू वन से बात कर रहा था।" }, { "ucid": "21112178973391761", "idx": 2, "speaker": "customer", "start_s": 8.64, "end_s": 9.22, "text_en": "Yes, tell me.", "text_native": "हाँ बोलिए।" }, { "ucid": "21112178973391761", "idx": 3, "speaker": "agent", "start_s": 9.6, "end_s": 12.2, "text_en": "Sir, is there any requirement for steel right now in AS Enterprises?", "text_native": "सर जी, ये एएस एंटरप्राइजेस में कोई रिक्वायरमेंट है अभी स्टील का?" }, { "ucid": "21112178973391761", "idx": 4, "speaker": "customer", "start_s": 12.63, "end_s": 13.17, "text_en": "Where?", "text_native": "कहाँ पे?" }, { "ucid": "21112178973391761", "idx": 5, "speaker": "agent", "start_s": 13.62, "end_s": 15.18, "text_en": "This AS Enterprises, it's yours, right?", "text_native": "ये एएस एंटरप्राइजेस है ना आपका?" }, { "ucid": "21112178973391761", "idx": 6, "speaker": "customer", "start_s": 15.54, "end_s": 16.68, "text_en": "Where are you calling from?", "text_native": "आप कहाँ से बोल रहे हैं?" }, { "ucid": "21112178973391761", "idx": 7, "speaker": "agent", "start_s": 17.04, "end_s": 18.2, "text_en": "From JSW One Jindal.", "text_native": "जेएसडब्ल्यू वन जिंदल से।" }, { "ucid": "21112178973391761", "idx": 8, "speaker": "customer", "start_s": 18.52, "end_s": 22.7, "text_en": "Which JSW branch are you calling from? Are you calling from the Mumbai region or from North India?", "text_native": "जेएसडब्ल्यू कौन सी ब्रांच से बोल रहे हैं? मुंबई रीजन से बोल रहे हैं या नॉर्थ इंडिया से बोल रहे हो?" }, { "ucid": "21112178973391761", "idx": 9, "speaker": "agent", "start_s": 23.04, "end_s": 24.9, "text_en": "I am speaking from Mumbai, from the Mumbai head office.", "text_native": "मैं मुंबई से बात कर रहा हूं, मुंबई हेड ऑफिस से।" }, { "ucid": "21112178973391761", "idx": 10, "speaker": "customer", "start_s": 25.0, "end_s": 29.7, "text_en": "You are calling from Mumbai. No, it's not from there. I have another requirement, right? I will send you its BOQ right now.", "text_native": "आप मुंबई से बोल रहे हैं। नहीं, वहां का नहीं है। मेरा दूसरा एक रिक्वायरमेंट है, है ना? वो मैं आपको अभी ना उसका बीओक्यू भेजता हूं मैं।" }, { "ucid": "21112178973391761", "idx": 11, "speaker": "agent", "start_s": 30.0, "end_s": 31.8, "text_en": "No, I am in Mumbai but it works all over India.", "text_native": "नहीं, मुंबई में हूं बट ऑल ओवर इंडिया चलता है।" }, { "ucid": "21112178973391761", "idx": 12, "speaker": "customer", "start_s": 32.2, "end_s": 37.8, "text_en": "That's correct. Okay. I got your point. I have some requirement. I will share with you the details, right? Just text me your mail ID.", "text_native": "करेक्ट है। ठीक है। I got your point. I have some requirement. I will share with you the details, है ना? Just text me your mail ID." }, { "ucid": "21112178973391761", "idx": 13, "speaker": "agent", "start_s": 38.0, "end_s": 38.7, "text_en": "Okay, okay.", "text_native": "Okay, okay." }, { "ucid": "21112178973391761", "idx": 14, "speaker": "agent", "start_s": 39.0, "end_s": 42.2, "text_en": "So that sir, by the way, what is your nature of business in this uh AS Enterprises?", "text_native": "तो वो सर, by the way, what is your nature of business in this uh AS Enterprises?" }, { "ucid": "21112178973391761", "idx": 15, "speaker": "customer", "start_s": 42.6, "end_s": 45.2, "text_en": "Sir, I am in a meeting right now at a place. I will let you know.", "text_native": "सर, मैं अभी मीटिंग में हूं एक जगह पे। I will let you know." }, { "ucid": "21112178973391761", "idx": 16, "speaker": "agent", "start_s": 45.3, "end_s": 45.8, "text_en": "Oh, okay.", "text_native": "अच्छा, ठीक है।" }, { "ucid": "21112178973391761", "idx": 17, "speaker": "customer", "start_s": 46.2, "end_s": 46.5, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178973391761", "idx": 18, "speaker": "agent", "start_s": 47.0, "end_s": 47.5, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178973391761", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello Sheikh ji, I was calling from JSW One.", "comment": "The agent identified himself and used the customer's name, but failed to ask for permission to speak." }, { "ucid": "21112178973391761", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, is there any requirement for steel right now in AS Enterprises?", "comment": "The agent did not lead with a supply/price hook and instead jumped directly to asking for a requirement." }, { "ucid": "21112178973391761", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "by the way, what is your nature of business in this uh AS Enterprises?", "comment": "The agent only asked one discovery question before the customer ended the conversation; this is below the threshold for a partial pass." }, { "ucid": "21112178973391761", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was completed, and no USPs were pitched." }, { "ucid": "21112178973391761", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I have some requirement. I will share with you the details, right?", "comment": "Although a requirement was confirmed by the customer, the agent did not capture any specific details (grade, size, qty, etc.)." }, { "ucid": "21112178973391761", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Just text me your mail ID.", "comment": "The agent did not establish a committed next step; he allowed the customer to dictate the next action without a follow-up time." } ], "objections": [], "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": [] }