{ "ucid": "21112178973441941", "call_date": "2026-09-18", "start_time": "2026-09-18 17:56:59", "end_time": "2026-09-18 17:58:06", "duration_sec": 67, "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/DIAcf61eeab7689e4bf11cbc998a916993c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1335, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973441941__DIAcf61eeab7689e4bf11cbc998a916993c.mp3", "audio_bytes": 133704, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 44.568, "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] AGENT: Yes? Are you speaking from Shri Jagdamba Trans? (हां जी? श्री जगदंबा ट्रांस से बात कर रहे हैं?)\n[5s] CUSTOMER: Yes? (जी?)\n[5s] AGENT: Are you speaking from Shri Jagdamba Trans? (श्री जगदंबा ट्रांस से बात कर रहे हैं आप?)\n[7s] CUSTOMER: Yes, yes. (जी जी।)\n[7s] AGENT: This is Abdul speaking, sir, I'm calling from JSW Head Office Mumbai. (अब्दुल बात कर रहा हूं सर, जेएसडब्ल्यू हेड ऑफिस मुंबई से बात कर रहा हूं मैं।)\n[11s] CUSTOMER: Yes, yes. (जी जी।)\n[11s] AGENT: Your company was registered here, sir. We haven't received an inquiry from you in a long time, that's why I called. Do you have any requirement right now? (आपकी कंपनी यहां रजिस्टर थी सर, बहुत टाइम से आपका इंक्वायरी आया नहीं था, इसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या अभी?)\n[17s] CUSTOMER: Uh, do you have this in your field, our CRC sheet? (अह, अपना इस फील्ड में है ये अपना सीआरसी शीट का?)\n[20s] AGENT: Yes, whatever you need, CR, HR, you'll get everything. (हां, जो भी चाहिए आपको सीआर, एचआर सब मिल जाएगा।)\n[22s] CUSTOMER: Okay, what is the rate now? (अच्छा, अभी क्या रेट का है?)\n[24s] AGENT: Which material do you need, sir? (कौन सा मटेरियल चाहिए सर आपको?)\n[26s] CUSTOMER: Our 50. (अपना 50.)\n[27s] AGENT: For 50, I'll WhatsApp you, you send me the inquiry on WhatsApp, okay? (50 में WhatsApp कर दे रहा हूं, आप मुझे WhatsApp पे इंक्वायरी भेज दीजिए, ठीक है?)\n[30s] CUSTOMER: Okay. (ठीक।)\n[31s] AGENT: Okay sir. (ओके सर।)\n[32s] CUSTOMER: Okay. (ठीक।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "clear: Some background office noise is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 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 asks for price early, use it as a chance to do discovery ('To give you the best price, I need to understand your exact spec...') instead of deflecting to WhatsApp.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a previously registered customer to generate an inquiry. The customer confirmed interest in CRC sheets and asked for the rate. The agent did not perform discovery or qualification, instead asking the customer to send their inquiry via WhatsApp, ending the call without a clear outcome.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but did not ask for permission to speak, jumping straight to asking for a requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent stated the reason for the call ('haven't received an inquiry') but did not provide a supply or price hook to create interest.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, application, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to make them relevant.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Which material do you need, sir?\", \"comment\": \"Agent asked for the material but failed to capture any specific details (grade, thickness, qty) after the customer's vague response.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"you send me the inquiry on WhatsApp, okay?\", \"comment\": \"The next step was not a commitment from the agent but an action placed on the customer, which is not a valid closure.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for price early, use it as a chance to do discovery ('To give you the best price, I need to understand your exact spec...') instead of deflecting to WhatsApp.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a previously registered customer to generate an inquiry. The customer confirmed interest in CRC sheets and asked for the rate. The agent did not perform discovery or qualification, instead asking the customer to send their inquiry via WhatsApp, ending the call without a clear outcome.\"}", "error": null, "latency_ms": 27293, "input_tokens": 3071, "output_tokens": 719, "created_at": "2026-09-25 11:52:58", "sentiment": "positive", "sentiment_score": 0.257, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.729, "agent_talk_sec": 18.3, "customer_talk_sec": 6.8, "dead_air_sec": 41.9, "longest_monologue_sec": 4.7, "agent_wpm": 282.0, "interruptions": 0, "agent_turns": 9, "customer_turns": 9, "discovery_qs": 6, "words_agent": 86, "words_customer": 27, "monologue_heavy": 1, "turns": [ { "ucid": "21112178973441941", "idx": 0, "speaker": "customer", "start_s": 0.99, "end_s": 1.34, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178973441941", "idx": 1, "speaker": "agent", "start_s": 1.78, "end_s": 2.14, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178973441941", "idx": 2, "speaker": "agent", "start_s": 2.6, "end_s": 4.64, "text_en": "Yes? Are you speaking from Shri Jagdamba Trans?", "text_native": "हां जी? श्री जगदंबा ट्रांस से बात कर रहे हैं?" }, { "ucid": "21112178973441941", "idx": 3, "speaker": "customer", "start_s": 4.94, "end_s": 5.24, "text_en": "Yes?", "text_native": "जी?" }, { "ucid": "21112178973441941", "idx": 4, "speaker": "agent", "start_s": 5.4, "end_s": 6.74, "text_en": "Are you speaking from Shri Jagdamba Trans?", "text_native": "श्री जगदंबा ट्रांस से बात कर रहे हैं आप?" }, { "ucid": "21112178973441941", "idx": 5, "speaker": "customer", "start_s": 6.94, "end_s": 7.34, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178973441941", "idx": 6, "speaker": "agent", "start_s": 7.44, "end_s": 10.54, "text_en": "This is Abdul speaking, sir, I'm calling from JSW Head Office Mumbai.", "text_native": "अब्दुल बात कर रहा हूं सर, जेएसडब्ल्यू हेड ऑफिस मुंबई से बात कर रहा हूं मैं।" }, { "ucid": "21112178973441941", "idx": 7, "speaker": "customer", "start_s": 10.74, "end_s": 11.14, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178973441941", "idx": 8, "speaker": "agent", "start_s": 11.44, "end_s": 16.14, "text_en": "Your company was registered here, sir. We haven't received an inquiry from you in a long time, that's why I called. Do you have any requirement right now?", "text_native": "आपकी कंपनी यहां रजिस्टर थी सर, बहुत टाइम से आपका इंक्वायरी आया नहीं था, इसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या अभी?" }, { "ucid": "21112178973441941", "idx": 9, "speaker": "customer", "start_s": 16.54, "end_s": 19.44, "text_en": "Uh, do you have this in your field, our CRC sheet?", "text_native": "अह, अपना इस फील्ड में है ये अपना सीआरसी शीट का?" }, { "ucid": "21112178973441941", "idx": 10, "speaker": "agent", "start_s": 19.74, "end_s": 21.74, "text_en": "Yes, whatever you need, CR, HR, you'll get everything.", "text_native": "हां, जो भी चाहिए आपको सीआर, एचआर सब मिल जाएगा।" }, { "ucid": "21112178973441941", "idx": 11, "speaker": "customer", "start_s": 22.14, "end_s": 23.24, "text_en": "Okay, what is the rate now?", "text_native": "अच्छा, अभी क्या रेट का है?" }, { "ucid": "21112178973441941", "idx": 12, "speaker": "agent", "start_s": 23.94, "end_s": 25.14, "text_en": "Which material do you need, sir?", "text_native": "कौन सा मटेरियल चाहिए सर आपको?" }, { "ucid": "21112178973441941", "idx": 13, "speaker": "customer", "start_s": 25.54, "end_s": 26.34, "text_en": "Our 50.", "text_native": "अपना 50." }, { "ucid": "21112178973441941", "idx": 14, "speaker": "agent", "start_s": 27.04, "end_s": 30.24, "text_en": "For 50, I'll WhatsApp you, you send me the inquiry on WhatsApp, okay?", "text_native": "50 में WhatsApp कर दे रहा हूं, आप मुझे WhatsApp पे इंक्वायरी भेज दीजिए, ठीक है?" }, { "ucid": "21112178973441941", "idx": 15, "speaker": "customer", "start_s": 30.44, "end_s": 30.74, "text_en": "Okay.", "text_native": "ठीक।" }, { "ucid": "21112178973441941", "idx": 16, "speaker": "agent", "start_s": 31.14, "end_s": 31.54, "text_en": "Okay sir.", "text_native": "ओके सर।" }, { "ucid": "21112178973441941", "idx": 17, "speaker": "customer", "start_s": 31.84, "end_s": 32.14, "text_en": "Okay.", "text_native": "ठीक।" } ], "steps": [ { "ucid": "21112178973441941", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified self and company but did not ask for permission to speak, jumping straight to asking for a requirement." }, { "ucid": "21112178973441941", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent stated the reason for the call ('haven't received an inquiry') but did not provide a supply or price hook to create interest." }, { "ucid": "21112178973441941", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions about the customer's business, application, volume, or current suppliers." }, { "ucid": "21112178973441941", "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 to make them relevant." }, { "ucid": "21112178973441941", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Which material do you need, sir?", "comment": "Agent asked for the material but failed to capture any specific details (grade, thickness, qty) after the customer's vague response." }, { "ucid": "21112178973441941", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "you send me the inquiry on WhatsApp, okay?", "comment": "The next step was not a commitment from the agent but an action placed on the customer, which is not a valid closure." } ], "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": [] }