{ "ucid": "34972178962599871", "call_date": "2026-09-17", "start_time": "2026-09-17 11:49:58", "end_time": "2026-09-17 11:50:49", "duration_sec": 51, "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/DIA96a75912ecd7ea83b1e8932bfbba235b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1626, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178962599871__DIA96a75912ecd7ea83b1e8932bfbba235b.mp3", "audio_bytes": 106272, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 35.424, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Hello? (हॅलो?)\n[3s] CUSTOMER: Yes? (हां जी?)\n[4s] AGENT: Yes, hello sir. This is Abdul speaking from JSW One. (जी हां, नमस्कार सर। अब्दुल बात कर रहा हूं JSW One से।)\n[7s] CUSTOMER: From where? (कहां से?)\n[7s] AGENT: JSW, I'm speaking from JSW One, sir. (JSW, JSW One से बात कर रहा हूं सर।)\n[9s] CUSTOMER: Yes, tell me, sir. (जी बोलिए सर।)\n[11s] AGENT: Sir, is there any requirement? You had placed an inquiry here on the JSW One platform. (सर कुछ रिक्वायरमेंट है क्या आपने कुछ इन्क्वायरी यहां दिए थे आप JSW One प्लैटफॉर्म पे।)\n[14s] CUSTOMER: Yes, it was an order for a GI sheet, sir. (हां GI sheet का ऑर्डर था सर।)\n[16s] AGENT: Yes yes, it was for 2 mm, right? (जी जी, दो mm का था ना?)\n[18s] CUSTOMER: Yes sir, from JSW I got a rate of 82.5. I got it for 80 rupees. (हां सर, JSW से मेरे को रेट मिला था 82.5 का। मुझे 80 रुपए में मिल गया।)\n[22s] AGENT: Okay sir, great, great sir, great. Please take it, sir. (ठीक है सर, बढ़िया बढ़िया सर, बढ़िया। ले लीजिए सर।)\n[24s] CUSTOMER: Okay. (ठीक।)\n[25s] AGENT: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: The customer's side has some minor background noise but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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 says they found a better price, don't immediately give up. Try to understand their landed cost by asking about the brand and if their price included freight, then offer to provide a competitive all-inclusive quote.", "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 followed up on a past inquiry for a GI sheet. The customer immediately stated they had already fulfilled the requirement, having received a rate of Rs 82.5 from JSW but purchasing elsewhere for Rs 80. The agent did not attempt to handle the price objection and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"जी हां, नमस्कार सर। अब्दुल बात कर रहा हूं JSW One से।\", \"comment\": \"Agent successfully opened the call, identified himself and the company, and received implicit permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook; instead, he asked about a past inquiry, which does not match the supply-led pitch structure.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, volume, or applications.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"सर कुछ रिक्वायरमेंट है क्या आपने कुछ इन्क्वायरी यहां दिए थे आप JSW One प्लैटफॉर्म पे।\", \"comment\": \"Agent attempted to qualify by asking about a requirement, even though the customer revealed it was already fulfilled.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent conceded the sale and ended the call without proposing any next step like a future callback or quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they found a better price, don't immediately give up. Try to understand their landed cost by asking about the brand and if their price included freight, then offer to provide a competitive all-inclusive quote.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"JSW से मेरे को रेट मिला था 82.5 का। मुझे 80 रुपए में मिल गया।\", \"response\": \"ठीक है सर, बढ़िया बढ़िया सर, बढ़िया। ले लीजिए सर।\"}], \"call_summary\": \"The agent followed up on a past inquiry for a GI sheet. The customer immediately stated they had already fulfilled the requirement, having received a rate of Rs 82.5 from JSW but purchasing elsewhere for Rs 80. The agent did not attempt to handle the price objection and ended the call.\"}", "error": null, "latency_ms": 29623, "input_tokens": 2956, "output_tokens": 822, "created_at": "2026-09-25 12:05:35", "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": 0.615, "agent_talk_sec": 11.5, "customer_talk_sec": 7.2, "dead_air_sec": 32.3, "longest_monologue_sec": 3.2, "agent_wpm": 276.5, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 3, "words_agent": 53, "words_customer": 36, "monologue_heavy": 0, "turns": [ { "ucid": "34972178962599871", "idx": 0, "speaker": "customer", "start_s": 1.87, "end_s": 2.29, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "34972178962599871", "idx": 1, "speaker": "agent", "start_s": 2.5, "end_s": 2.86, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "34972178962599871", "idx": 2, "speaker": "customer", "start_s": 3.37, "end_s": 3.71, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "34972178962599871", "idx": 3, "speaker": "agent", "start_s": 4.0, "end_s": 6.4, "text_en": "Yes, hello sir. This is Abdul speaking from JSW One.", "text_native": "जी हां, नमस्कार सर। अब्दुल बात कर रहा हूं JSW One से।" }, { "ucid": "34972178962599871", "idx": 4, "speaker": "customer", "start_s": 6.67, "end_s": 7.2, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "34972178962599871", "idx": 5, "speaker": "agent", "start_s": 7.47, "end_s": 9.18, "text_en": "JSW, I'm speaking from JSW One, sir.", "text_native": "JSW, JSW One से बात कर रहा हूं सर।" }, { "ucid": "34972178962599871", "idx": 6, "speaker": "customer", "start_s": 9.43, "end_s": 10.1, "text_en": "Yes, tell me, sir.", "text_native": "जी बोलिए सर।" }, { "ucid": "34972178962599871", "idx": 7, "speaker": "agent", "start_s": 10.57, "end_s": 13.8, "text_en": "Sir, is there any requirement? You had placed an inquiry here on the JSW One platform.", "text_native": "सर कुछ रिक्वायरमेंट है क्या आपने कुछ इन्क्वायरी यहां दिए थे आप JSW One प्लैटफॉर्म पे।" }, { "ucid": "34972178962599871", "idx": 8, "speaker": "customer", "start_s": 14.5, "end_s": 15.8, "text_en": "Yes, it was an order for a GI sheet, sir.", "text_native": "हां GI sheet का ऑर्डर था सर।" }, { "ucid": "34972178962599871", "idx": 9, "speaker": "agent", "start_s": 16.1, "end_s": 17.2, "text_en": "Yes yes, it was for 2 mm, right?", "text_native": "जी जी, दो mm का था ना?" }, { "ucid": "34972178962599871", "idx": 10, "speaker": "customer", "start_s": 17.67, "end_s": 21.2, "text_en": "Yes sir, from JSW I got a rate of 82.5. I got it for 80 rupees.", "text_native": "हां सर, JSW से मेरे को रेट मिला था 82.5 का। मुझे 80 रुपए में मिल गया।" }, { "ucid": "34972178962599871", "idx": 11, "speaker": "agent", "start_s": 21.8, "end_s": 24.1, "text_en": "Okay sir, great, great sir, great. Please take it, sir.", "text_native": "ठीक है सर, बढ़िया बढ़िया सर, बढ़िया। ले लीजिए सर।" }, { "ucid": "34972178962599871", "idx": 12, "speaker": "customer", "start_s": 24.3, "end_s": 24.7, "text_en": "Okay.", "text_native": "ठीक।" }, { "ucid": "34972178962599871", "idx": 13, "speaker": "agent", "start_s": 25.2, "end_s": 25.6, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "34972178962599871", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "जी हां, नमस्कार सर। अब्दुल बात कर रहा हूं JSW One से।", "comment": "Agent successfully opened the call, identified himself and the company, and received implicit permission to speak." }, { "ucid": "34972178962599871", "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, he asked about a past inquiry, which does not match the supply-led pitch structure." }, { "ucid": "34972178962599871", "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, volume, or applications." }, { "ucid": "34972178962599871", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any USPs were pitched." }, { "ucid": "34972178962599871", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "सर कुछ रिक्वायरमेंट है क्या आपने कुछ इन्क्वायरी यहां दिए थे आप JSW One प्लैटफॉर्म पे।", "comment": "Agent attempted to qualify by asking about a requirement, even though the customer revealed it was already fulfilled." }, { "ucid": "34972178962599871", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent conceded the sale and ended the call without proposing any next step like a future callback or quote." } ], "objections": [ { "ucid": "34972178962599871", "obj_type": "price", "state": "mishandled", "evidence": "JSW से मेरे को रेट मिला था 82.5 का। मुझे 80 रुपए में मिल गया।", "response": "ठीक है सर, बढ़िया बढ़िया सर, बढ़िया। ले लीजिए सर।" } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }