{ "ucid": "34972178962748751", "call_date": "2026-09-17", "start_time": "2026-09-17 12:14:47", "end_time": "2026-09-17 12:16:01", "duration_sec": 74, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe2b52bb4752661edbede9f685e662556.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1614, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178962748751__DIAe2b52bb4752661edbede9f685e662556.mp3", "audio_bytes": 181008, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 60.336, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Hi-Tech Agro?\n[3s] AGENT: Yes. (हां जी।)\n[4s] AGENT: Sir, hello, this is Aditya Pandey calling from JSW. (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।)\n[7s] CUSTOMER: Tell me. (बोलिए।)\n[8s] AGENT: Sir, you were registered on our platform, I was calling regarding that. Was there any steel requirement in GP or... (सर जी हमारे platform पे register थे, उसी के regarding call कर रहे थे। कुछ steel requirement था GP में या...)\n[13s] CUSTOMER: You take the requirement every time, but you are never able to fulfill it. (Requirement हर बार लेते हैं, वो कोई आप पूरा नहीं कर पाते हैं।)\n[17s] CUSTOMER: This will be the, I guess, 10th, 15th time now.\n[21s] AGENT: Sir, actually, if you check once more, you know how the market is right now, there is excess stock of GP. If you have any urgent requirement, please let me know, I will get it resolved. (सर, वो ना, अगर आप एक बार और देखेंगे तो अभी कैसा market में आपको पता ही है, stock excess पड़ा है GP का। अगर आपको कोई urgent requirement होगी तो आप मुझे बता दीजिए, मैं वो solve करवा दूंगा।)\n[29s] CUSTOMER: Right now I will have to check the urgent requirement. I am out of station right now. (अभी तो urgent requirement check करना पड़ेगा। I am out of station right now.)\n[32s] AGENT: No worries sir, no worries. I will WhatsApp you. Yes, I will WhatsApp you. Then whatever your requirement is, you can tell me next week, no issue at all. (No worries sir, no worries. मैं आपको WhatsApp कर देता हूं। हां, मैं आपको WhatsApp कर देता हूं। फिर आपका कुछ भी requirement होगा, आप मुझे next week बता दीजिए, कोई भी issue नहीं।)\n[38s] CUSTOMER: Alright. Thank you for that.\n[40s] AGENT: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: Some background chatter from other agents is present but does not significantly affect the clarity of the main speakers.", "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": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer says we've failed to supply them before, acknowledge their frustration and propose a single, small trial order to prove our current capability, rather than just stating that stock is now available.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "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 manufacturing lead who immediately objected, citing a history of JSW One failing to fulfill their requirements. The agent countered by stating there is currently excess stock of GP. The customer was out of station and could not provide a requirement, so the agent agreed to WhatsApp them and follow up next week. No discovery was done and no firm next step was set.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified himself and JSW but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"...stock excess पड़ा है GP का। अगर आपको कोई urgent requirement होगी तो आप मुझे बता दीजिए, मैं वो solve करवा दूंगा।\", \"comment\": \"Agent successfully used the availability of GP stock as a hook in response to the customer's objection.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the call was cut short by the customer being out of station.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Was there any steel requirement in GP or...\", \"comment\": \"Agent asked for a current requirement, but the customer was out of station and could not provide one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"...you can tell me next week, no issue at all.\", \"comment\": \"The next step was vague (\\\"next week\\\") and not a specific, committed callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says we've failed to supply them before, acknowledge their frustration and propose a single, small trial order to prove our current capability, rather than just stating that stock is now available.\", \"segment_detected\": \"manufacturing\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Requirement हर बार लेते हैं, वो कोई आप पूरा नहीं कर पाते हैं।\", \"response\": \"सर, वो ना, अगर आप एक बार और देखेंगे तो अभी कैसा market में आपको पता ही है, stock excess पड़ा है GP का। अगर आपको कोई urgent requirement होगी तो आप मुझे बता दीजिए, मैं वो solve करवा दूंगा।\"}], \"call_summary\": \"The agent contacted a manufacturing lead who immediately objected, citing a history of JSW One failing to fulfill their requirements. The agent countered by stating there is currently excess stock of GP. The customer was out of station and could not provide a requirement, so the agent agreed to WhatsApp them and follow up next week. No discovery was done and no firm next step was set.\"}", "error": null, "latency_ms": 38593, "input_tokens": 3033, "output_tokens": 842, "created_at": "2026-09-25 12:05:09", "sentiment": "positive", "sentiment_score": 0.74, "sentiment_confidence": "high", "pos": 8, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.651, "agent_talk_sec": 20.9, "customer_talk_sec": 11.2, "dead_air_sec": 41.9, "longest_monologue_sec": 6.7, "agent_wpm": 281.3, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 0, "words_agent": 98, "words_customer": 52, "monologue_heavy": 0, "turns": [ { "ucid": "34972178962748751", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.3, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178962748751", "idx": 1, "speaker": "agent", "start_s": 1.74, "end_s": 2.1, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178962748751", "idx": 2, "speaker": "customer", "start_s": 2.2, "end_s": 3.01, "text_en": "Hi-Tech Agro?", "text_native": "Hi-Tech Agro?" }, { "ucid": "34972178962748751", "idx": 3, "speaker": "agent", "start_s": 3.36, "end_s": 3.66, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178962748751", "idx": 4, "speaker": "agent", "start_s": 4.2, "end_s": 6.54, "text_en": "Sir, hello, this is Aditya Pandey calling from JSW.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।" }, { "ucid": "34972178962748751", "idx": 5, "speaker": "customer", "start_s": 7.0, "end_s": 7.44, "text_en": "Tell me.", "text_native": "बोलिए।" }, { "ucid": "34972178962748751", "idx": 6, "speaker": "agent", "start_s": 7.8, "end_s": 12.0, "text_en": "Sir, you were registered on our platform, I was calling regarding that. Was there any steel requirement in GP or...", "text_native": "सर जी हमारे platform पे register थे, उसी के regarding call कर रहे थे। कुछ steel requirement था GP में या..." }, { "ucid": "34972178962748751", "idx": 7, "speaker": "customer", "start_s": 12.54, "end_s": 15.5, "text_en": "You take the requirement every time, but you are never able to fulfill it.", "text_native": "Requirement हर बार लेते हैं, वो कोई आप पूरा नहीं कर पाते हैं।" }, { "ucid": "34972178962748751", "idx": 8, "speaker": "customer", "start_s": 16.8, "end_s": 19.5, "text_en": "This will be the, I guess, 10th, 15th time now.", "text_native": "This will be the, I guess, 10th, 15th time now." }, { "ucid": "34972178962748751", "idx": 9, "speaker": "agent", "start_s": 20.8, "end_s": 27.5, "text_en": "Sir, actually, if you check once more, you know how the market is right now, there is excess stock of GP. If you have any urgent requirement, please let me know, I will get it resolved.", "text_native": "सर, वो ना, अगर आप एक बार और देखेंगे तो अभी कैसा market में आपको पता ही है, stock excess पड़ा है GP का। अगर आपको कोई urgent requirement होगी तो आप मुझे बता दीजिए, मैं वो solve करवा दूंगा।" }, { "ucid": "34972178962748751", "idx": 10, "speaker": "customer", "start_s": 28.8, "end_s": 31.5, "text_en": "Right now I will have to check the urgent requirement. I am out of station right now.", "text_native": "अभी तो urgent requirement check करना पड़ेगा। I am out of station right now." }, { "ucid": "34972178962748751", "idx": 11, "speaker": "agent", "start_s": 31.5, "end_s": 38.0, "text_en": "No worries sir, no worries. I will WhatsApp you. Yes, I will WhatsApp you. Then whatever your requirement is, you can tell me next week, no issue at all.", "text_native": "No worries sir, no worries. मैं आपको WhatsApp कर देता हूं। हां, मैं आपको WhatsApp कर देता हूं। फिर आपका कुछ भी requirement होगा, आप मुझे next week बता दीजिए, कोई भी issue नहीं।" }, { "ucid": "34972178962748751", "idx": 12, "speaker": "customer", "start_s": 38.3, "end_s": 39.5, "text_en": "Alright. Thank you for that.", "text_native": "Alright. Thank you for that." }, { "ucid": "34972178962748751", "idx": 13, "speaker": "agent", "start_s": 39.5, "end_s": 40.0, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "34972178962748751", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent identified himself and JSW but did not ask for permission to speak." }, { "ucid": "34972178962748751", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "...stock excess पड़ा है GP का। अगर आपको कोई urgent requirement होगी तो आप मुझे बता दीजिए, मैं वो solve करवा दूंगा।", "comment": "Agent successfully used the availability of GP stock as a hook in response to the customer's objection." }, { "ucid": "34972178962748751", "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; the call was cut short by the customer being out of station." }, { "ucid": "34972178962748751", "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 conducted, so no USPs were pitched." }, { "ucid": "34972178962748751", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Was there any steel requirement in GP or...", "comment": "Agent asked for a current requirement, but the customer was out of station and could not provide one." }, { "ucid": "34972178962748751", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "...you can tell me next week, no issue at all.", "comment": "The next step was vague (\"next week\") and not a specific, committed callback." } ], "objections": [ { "ucid": "34972178962748751", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "Requirement हर बार लेते हैं, वो कोई आप पूरा नहीं कर पाते हैं।", "response": "सर, वो ना, अगर आप एक बार और देखेंगे तो अभी कैसा market में आपको पता ही है, stock excess पड़ा है GP का। अगर आपको कोई urgent requirement होगी तो आप मुझे बता दीजिए, मैं वो solve करवा दूंगा।" } ], "missed_steps": [ "SL1 Opener & permission", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }