{ "ucid": "34972178962879082", "call_date": "2026-09-17", "start_time": "2026-09-17 12:36:30", "end_time": "2026-09-17 12:37:51", "duration_sec": 81, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe3ecba7f7314290d0770c4816dab8dd6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1605, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178962879082__DIAe3ecba7f7314290d0770c4816dab8dd6.mp3", "audio_bytes": 132192, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 44.064, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हेलो)\n[2s] AGENT: Hello (हेलो)\n[3s] CUSTOMER: Hello (हेलो)\n[3s] AGENT: Yes. Uh yes sir, this is Kartik speaking from JSW One. (हां जी। अह हां जी सर, कार्तिक ये बात कर रहे हैं JSW One से।)\n[6s] CUSTOMER: Where are you calling from? (कहां से बोल रहे हैं?)\n[7s] AGENT: Sir, from JSW One. (सर JSW One से।)\n[9s] CUSTOMER: From JSW? (JSW से?)\n[10s] AGENT: Yes, yes. We had received your data for Anand Metal, sir. Do you have any requirement for this right now? (हां जी हां जी। आनंद मेटल के लिए आपका डाटा रिसीव हुआ था सर। अभी कुछ रिक्वायरमेंट है इसमें?)\n[14s] CUSTOMER: For HR and all... (HR वगेरा का तो...)\n[15s] CUSTOMER: Sir, your rate, your rate is never suitable. (सर रेट आपका ना रेट पड़ता नहीं आता है कभी भी।)\n[17s] CUSTOMER: It's available cheaper in the market, it's more expensive from you. (बाजार में सस्ता मिलता है, आपसे महंगा पड़ता है।)\n[20s] CUSTOMER: So the requirement is regular, so how can we work? (तो रिक्वायरमेंट तो रेगुलर चलता ही रहता है, तो कैसे काम करें?)\n[23s] AGENT: Hmm. (हम्म।)\n[24s] AGENT: [inaudible]", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "noisy: Significant background noise and chatter on the customer's side throughout the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 turns, clean transcript (7% 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 the customer immediately objects on price, you must handle it by pivoting to 'landed cost' and offering a specific quote, instead of letting the call end.", "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 introduced himself and immediately asked for requirements. The customer, from Anand Metal, confirmed a regular requirement for HR coil but raised a strong price objection, stating JSW's rates are not competitive. The agent did not handle the objection, and the call ended without any discovery or next steps.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yes sir, this is Kartik speaking from JSW One.\", \"comment\": \"The agent identified himself and the company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for this right now?\", \"comment\": \"The agent did not provide a supply or price hook, instead moving directly to a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the call was derailed by a price objection.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for this right now?\", \"comment\": \"Although the agent asked about a requirement, he did not capture any specifics (grade, size, qty) after the customer confirmed their need is regular.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the customer's objection with no next step committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer immediately objects on price, you must handle it by pivoting to 'landed cost' and offering a specific quote, instead of letting the call end.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Sir, your rate, your rate is never suitable. It's available cheaper in the market, it's more expensive from you.\", \"response\": \"Hmm.\"}], \"call_summary\": \"The agent introduced himself and immediately asked for requirements. The customer, from Anand Metal, confirmed a regular requirement for HR coil but raised a strong price objection, stating JSW's rates are not competitive. The agent did not handle the objection, and the call ended without any discovery or next steps.\"}", "error": null, "latency_ms": 27499, "input_tokens": 2908, "output_tokens": 785, "created_at": "2026-09-25 12:04:45", "sentiment": "negative", "sentiment_score": -0.58, "sentiment_confidence": "high", "pos": 0, "neg": 8, "lex_hits": 2, "objection_phrases": "[\"price\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.461, "agent_talk_sec": 8.2, "customer_talk_sec": 9.6, "dead_air_sec": 63.2, "longest_monologue_sec": 3.4, "agent_wpm": 278.0, "interruptions": 0, "agent_turns": 6, "customer_turns": 8, "discovery_qs": 1, "words_agent": 38, "words_customer": 42, "monologue_heavy": 0, "turns": [ { "ucid": "34972178962879082", "idx": 0, "speaker": "customer", "start_s": 0.77, "end_s": 1.31, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "34972178962879082", "idx": 1, "speaker": "agent", "start_s": 1.89, "end_s": 2.3, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "34972178962879082", "idx": 2, "speaker": "customer", "start_s": 2.7, "end_s": 3.08, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "34972178962879082", "idx": 3, "speaker": "agent", "start_s": 3.4, "end_s": 5.88, "text_en": "Yes. Uh yes sir, this is Kartik speaking from JSW One.", "text_native": "हां जी। अह हां जी सर, कार्तिक ये बात कर रहे हैं JSW One से।" }, { "ucid": "34972178962879082", "idx": 4, "speaker": "customer", "start_s": 6.23, "end_s": 6.99, "text_en": "Where are you calling from?", "text_native": "कहां से बोल रहे हैं?" }, { "ucid": "34972178962879082", "idx": 5, "speaker": "agent", "start_s": 7.23, "end_s": 8.0, "text_en": "Sir, from JSW One.", "text_native": "सर JSW One से।" }, { "ucid": "34972178962879082", "idx": 6, "speaker": "customer", "start_s": 8.7, "end_s": 9.39, "text_en": "From JSW?", "text_native": "JSW से?" }, { "ucid": "34972178962879082", "idx": 7, "speaker": "agent", "start_s": 9.55, "end_s": 12.98, "text_en": "Yes, yes. We had received your data for Anand Metal, sir. Do you have any requirement for this right now?", "text_native": "हां जी हां जी। आनंद मेटल के लिए आपका डाटा रिसीव हुआ था सर। अभी कुछ रिक्वायरमेंट है इसमें?" }, { "ucid": "34972178962879082", "idx": 8, "speaker": "customer", "start_s": 13.58, "end_s": 14.5, "text_en": "For HR and all...", "text_native": "HR वगेरा का तो..." }, { "ucid": "34972178962879082", "idx": 9, "speaker": "customer", "start_s": 14.8, "end_s": 16.84, "text_en": "Sir, your rate, your rate is never suitable.", "text_native": "सर रेट आपका ना रेट पड़ता नहीं आता है कभी भी।" }, { "ucid": "34972178962879082", "idx": 10, "speaker": "customer", "start_s": 17.23, "end_s": 19.08, "text_en": "It's available cheaper in the market, it's more expensive from you.", "text_native": "बाजार में सस्ता मिलता है, आपसे महंगा पड़ता है।" }, { "ucid": "34972178962879082", "idx": 11, "speaker": "customer", "start_s": 19.55, "end_s": 22.0, "text_en": "So the requirement is regular, so how can we work?", "text_native": "तो रिक्वायरमेंट तो रेगुलर चलता ही रहता है, तो कैसे काम करें?" }, { "ucid": "34972178962879082", "idx": 12, "speaker": "agent", "start_s": 22.57, "end_s": 23.0, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "34972178962879082", "idx": 13, "speaker": "agent", "start_s": 23.8, "end_s": 24.5, "text_en": "[inaudible]", "text_native": "[inaudible]" } ], "steps": [ { "ucid": "34972178962879082", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh yes sir, this is Kartik speaking from JSW One.", "comment": "The agent identified himself and the company but did not use the customer's name or ask for permission to speak." }, { "ucid": "34972178962879082", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have any requirement for this right now?", "comment": "The agent did not provide a supply or price hook, instead moving directly to a generic requirement question." }, { "ucid": "34972178962879082", "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 before the call was derailed by a price objection." }, { "ucid": "34972178962879082", "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 done, and no USPs were pitched." }, { "ucid": "34972178962879082", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have any requirement for this right now?", "comment": "Although the agent asked about a requirement, he did not capture any specifics (grade, size, qty) after the customer confirmed their need is regular." }, { "ucid": "34972178962879082", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended abruptly after the customer's objection with no next step committed." } ], "objections": [ { "ucid": "34972178962879082", "obj_type": "price", "state": "mishandled", "evidence": "Sir, your rate, your rate is never suitable. It's available cheaper in the market, it's more expensive from you.", "response": "Hmm." } ], "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": [ "price" ] }