{ "ucid": "34972178963337752", "call_date": "2026-09-17", "start_time": "2026-09-17 13:52:57", "end_time": "2026-09-17 13:55:04", "duration_sec": 127, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8e4c5ac53860b585b75354c7dc9dc538.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1585, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963337752__DIA8e4c5ac53860b585b75354c7dc9dc538.mp3", "audio_bytes": 303480, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 101.16, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[1s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: Yes? (हां?)\n[2s] AGENT: Mr. Prajapati? (प्रजापति जी?)\n[3s] CUSTOMER: Hello? (हॅलो?)\n[4s] AGENT: Is this Mr. Prajapati speaking? (प्रजापति जी बात कर रहे हैं?)\n[5s] CUSTOMER: Who is speaking? (कौन बोल रहा है?)\n[6s] AGENT: Sir, I am calling from JSW One. (सर JSW One से बात कर रहा हूं मैं।)\n[8s] CUSTOMER: Your voice is not coming clearly, sir. (आपका आवाज बराबर नहीं आ रहा है सर।)\n[9s] AGENT: Sir, I am calling from JSW One MSME. Is my voice clear now? (सर JSW One MSME से बात कर रहा हूं। अभी आ रही है आवाज?)\n[11s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[12s] AGENT: Uh sir, do you have any requirement in sheet metal? (अह सर कुछ रिक्वायरमेंट है sheet metal में?)\n[14s] CUSTOMER: I had a requirement in between, sir. You people didn't give a proper response yesterday. You cancelled the entire order. What should I say now? (अभी बीच में तो था सर, अभी आप लोग ने कल ही कुछ रेस्पॉन्स नहीं दिया प्रॉपर। आपने सब कैंसिल कर दिया सारा ऑर्डर। अभी क्या बोलूं मैं?)\n[19s] AGENT: Okay. (अच्छा।)\n[20s] CUSTOMER: Hmm. (हम्म।)\n[20s] AGENT: Meaning, was there any specific reason for it to be cancelled? (मतलब कुछ स्पेसिफिक रीजन था वो कैंसिल होने का?)\n[22s] CUSTOMER: Did anyone tell me anything? You people cancelled it from your system. (अब मुझे किसी ने कुछ बोला थोड़ी? आप लोग ने ही अपने सिस्टम से कैंसिल कर दिया।)\n[25s] AGENT: I hadn't done anything to yours. Until 2, 12:30. (मैंने तो कुछ भी नहीं किया था ना आपका तो। दो साढ़े बारह बजे तक।)\n[27s] CUSTOMER: I had put two or three inquiries for HR. (HR का मैंने दो तीन इंक्वायरी डाला था।)\n[29s] AGENT: Hmm. For five tons. (हम्म। पांच टन का।)\n[30s] CUSTOMER: I had put it for all brands, that any brand available would work for me. But you people didn't give any response then. (सारे ब्रांड्स का मैंने डाला था कि कोई भी ब्रांड अवेलेबल रहेगा तो मुझे चल जाएगा। लेकिन आप लोग ने कुछ रेस्पॉन्स नहीं दिया फिर।)\n[35s] AGENT: Okay. Because as per my system, you did get a call from the system. But I guess it couldn't connect, so maybe that's why it got auto-closed. We didn't do it, it gets auto-closed. (अच्छा। क्योंकि as per my system, आपको ना सिस्टम से कॉल आई थी। But I guess कनेक्ट नहीं हो पाई थी तो शायद इसके लिए वो ऑटो क्लोज हो गया। हमने नहीं किया था, वो ऑटो क्लोज होता है।)\n[40s] CUSTOMER: No no, I didn't get a call. Because I normally receive all calls. Even if it's spam, I receive it. It's a different matter that I talk and then disconnect. (नहीं नहीं, कॉल तो नहीं आया था मेरे पास। क्योंकि मैं नॉर्मली सारे कॉल रिसीव करता हूं। स्पैम रहता है तो भी मैं रिसीव कर लेता हूं। बात करके फिर काट देता हूं वो अलग बात रहता है।)\n[45s] AGENT: Correct. (बराबर।)\n[46s] AGENT: No no sir, you tell me. How can we do it? (नहीं नहीं सर आप बताइए मेरेको। कैसे कर सकते हैं?)\n[48s] CUSTOMER: Right now, sir, I don't have any requirement. If I have one, I will put in an inquiry. My inquiry goes into your system anyway. (अभी तो सर नहीं है फिलहाल। रहेगा तो मैं इंक्वायरी डालूंगा। आपके सिस्टम में तो जाता ही है फिर इंक्वायरी मेरा।)\n[52s] AGENT: Okay sir. Okay. Definitely, I will check on this. I will check on this. (ठीक है सर। ठीक है। डेफिनेटली मैं देख लेता हूं इसमें। मैं देख लेता हूं इसमें।)\n[55s] CUSTOMER: Yes. (हां।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 28, "connected": 1, "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "28 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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer opens with a service complaint, pause the pitch, take ownership of the issue, and solve their problem first before trying to sell.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who was immediately frustrated about a previous inquiry that was cancelled without a response. The agent attempted to explain it as a system error but failed to regain control of the call. The customer stated they have no current requirement and the call ended with the agent vaguely promising to look into the past issue.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement in sheet metal?\", \"comment\": \"The agent identified themself and the company but did not ask for permission before jumping into the sales question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was immediately taken over by the customer's past service complaint.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement in sheet metal?\", \"comment\": \"The agent successfully asked if a current requirement exists, though the answer was no.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Definitely, I will check on this.\", \"comment\": \"The agent's proposed next step was a vague internal action, not a committed, specific follow-up with the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer opens with a service complaint, pause the pitch, take ownership of the issue, and solve their problem first before trying to sell.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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 customer who was immediately frustrated about a previous inquiry that was cancelled without a response. The agent attempted to explain it as a system error but failed to regain control of the call. The customer stated they have no current requirement and the call ended with the agent vaguely promising to look into the past issue.\"}", "error": null, "latency_ms": 38296, "input_tokens": 3605, "output_tokens": 710, "created_at": "2026-09-25 12:03:58", "sentiment": "negative", "sentiment_score": -0.434, "sentiment_confidence": "high", "pos": 0, "neg": 5, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.456, "agent_talk_sec": 21.5, "customer_talk_sec": 25.6, "dead_air_sec": 79.9, "longest_monologue_sec": 5.2, "agent_wpm": 351.6, "interruptions": 0, "agent_turns": 14, "customer_turns": 14, "discovery_qs": 6, "words_agent": 126, "words_customer": 142, "monologue_heavy": 0, "turns": [ { "ucid": "34972178963337752", "idx": 0, "speaker": "customer", "start_s": 0.77, "end_s": 1.27, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "34972178963337752", "idx": 1, "speaker": "agent", "start_s": 1.37, "end_s": 1.8, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "34972178963337752", "idx": 2, "speaker": "customer", "start_s": 1.97, "end_s": 2.27, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "34972178963337752", "idx": 3, "speaker": "agent", "start_s": 2.37, "end_s": 2.9, "text_en": "Mr. Prajapati?", "text_native": "प्रजापति जी?" }, { "ucid": "34972178963337752", "idx": 4, "speaker": "customer", "start_s": 3.17, "end_s": 3.6, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "34972178963337752", "idx": 5, "speaker": "agent", "start_s": 3.77, "end_s": 4.7, "text_en": "Is this Mr. Prajapati speaking?", "text_native": "प्रजापति जी बात कर रहे हैं?" }, { "ucid": "34972178963337752", "idx": 6, "speaker": "customer", "start_s": 4.97, "end_s": 5.6, "text_en": "Who is speaking?", "text_native": "कौन बोल रहा है?" }, { "ucid": "34972178963337752", "idx": 7, "speaker": "agent", "start_s": 5.77, "end_s": 7.0, "text_en": "Sir, I am calling from JSW One.", "text_native": "सर JSW One से बात कर रहा हूं मैं।" }, { "ucid": "34972178963337752", "idx": 8, "speaker": "customer", "start_s": 7.57, "end_s": 9.1, "text_en": "Your voice is not coming clearly, sir.", "text_native": "आपका आवाज बराबर नहीं आ रहा है सर।" }, { "ucid": "34972178963337752", "idx": 9, "speaker": "agent", "start_s": 9.17, "end_s": 11.1, "text_en": "Sir, I am calling from JSW One MSME. Is my voice clear now?", "text_native": "सर JSW One MSME से बात कर रहा हूं। अभी आ रही है आवाज?" }, { "ucid": "34972178963337752", "idx": 10, "speaker": "customer", "start_s": 11.17, "end_s": 11.6, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "34972178963337752", "idx": 11, "speaker": "agent", "start_s": 11.97, "end_s": 13.9, "text_en": "Uh sir, do you have any requirement in sheet metal?", "text_native": "अह सर कुछ रिक्वायरमेंट है sheet metal में?" }, { "ucid": "34972178963337752", "idx": 12, "speaker": "customer", "start_s": 14.47, "end_s": 19.1, "text_en": "I had a requirement in between, sir. You people didn't give a proper response yesterday. You cancelled the entire order. What should I say now?", "text_native": "अभी बीच में तो था सर, अभी आप लोग ने कल ही कुछ रेस्पॉन्स नहीं दिया प्रॉपर। आपने सब कैंसिल कर दिया सारा ऑर्डर। अभी क्या बोलूं मैं?" }, { "ucid": "34972178963337752", "idx": 13, "speaker": "agent", "start_s": 19.37, "end_s": 19.8, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "34972178963337752", "idx": 14, "speaker": "customer", "start_s": 20.07, "end_s": 20.4, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "34972178963337752", "idx": 15, "speaker": "agent", "start_s": 20.47, "end_s": 21.9, "text_en": "Meaning, was there any specific reason for it to be cancelled?", "text_native": "मतलब कुछ स्पेसिफिक रीजन था वो कैंसिल होने का?" }, { "ucid": "34972178963337752", "idx": 16, "speaker": "customer", "start_s": 22.47, "end_s": 24.6, "text_en": "Did anyone tell me anything? You people cancelled it from your system.", "text_native": "अब मुझे किसी ने कुछ बोला थोड़ी? आप लोग ने ही अपने सिस्टम से कैंसिल कर दिया।" }, { "ucid": "34972178963337752", "idx": 17, "speaker": "agent", "start_s": 25.37, "end_s": 27.1, "text_en": "I hadn't done anything to yours. Until 2, 12:30.", "text_native": "मैंने तो कुछ भी नहीं किया था ना आपका तो। दो साढ़े बारह बजे तक।" }, { "ucid": "34972178963337752", "idx": 18, "speaker": "customer", "start_s": 27.17, "end_s": 28.6, "text_en": "I had put two or three inquiries for HR.", "text_native": "HR का मैंने दो तीन इंक्वायरी डाला था।" }, { "ucid": "34972178963337752", "idx": 19, "speaker": "agent", "start_s": 28.97, "end_s": 29.9, "text_en": "Hmm. For five tons.", "text_native": "हम्म। पांच टन का।" }, { "ucid": "34972178963337752", "idx": 20, "speaker": "customer", "start_s": 29.97, "end_s": 34.1, "text_en": "I had put it for all brands, that any brand available would work for me. But you people didn't give any response then.", "text_native": "सारे ब्रांड्स का मैंने डाला था कि कोई भी ब्रांड अवेलेबल रहेगा तो मुझे चल जाएगा। लेकिन आप लोग ने कुछ रेस्पॉन्स नहीं दिया फिर।" }, { "ucid": "34972178963337752", "idx": 21, "speaker": "agent", "start_s": 34.67, "end_s": 39.9, "text_en": "Okay. Because as per my system, you did get a call from the system. But I guess it couldn't connect, so maybe that's why it got auto-closed. We didn't do it, it gets auto-closed.", "text_native": "अच्छा। क्योंकि as per my system, आपको ना सिस्टम से कॉल आई थी। But I guess कनेक्ट नहीं हो पाई थी तो शायद इसके लिए वो ऑटो क्लोज हो गया। हमने नहीं किया था, वो ऑटो क्लोज होता है।" }, { "ucid": "34972178963337752", "idx": 22, "speaker": "customer", "start_s": 40.07, "end_s": 45.1, "text_en": "No no, I didn't get a call. Because I normally receive all calls. Even if it's spam, I receive it. It's a different matter that I talk and then disconnect.", "text_native": "नहीं नहीं, कॉल तो नहीं आया था मेरे पास। क्योंकि मैं नॉर्मली सारे कॉल रिसीव करता हूं। स्पैम रहता है तो भी मैं रिसीव कर लेता हूं। बात करके फिर काट देता हूं वो अलग बात रहता है।" }, { "ucid": "34972178963337752", "idx": 23, "speaker": "agent", "start_s": 45.37, "end_s": 45.9, "text_en": "Correct.", "text_native": "बराबर।" }, { "ucid": "34972178963337752", "idx": 24, "speaker": "agent", "start_s": 46.37, "end_s": 48.1, "text_en": "No no sir, you tell me. How can we do it?", "text_native": "नहीं नहीं सर आप बताइए मेरेको। कैसे कर सकते हैं?" }, { "ucid": "34972178963337752", "idx": 25, "speaker": "customer", "start_s": 48.17, "end_s": 51.9, "text_en": "Right now, sir, I don't have any requirement. If I have one, I will put in an inquiry. My inquiry goes into your system anyway.", "text_native": "अभी तो सर नहीं है फिलहाल। रहेगा तो मैं इंक्वायरी डालूंगा। आपके सिस्टम में तो जाता ही है फिर इंक्वायरी मेरा।" }, { "ucid": "34972178963337752", "idx": 26, "speaker": "agent", "start_s": 52.07, "end_s": 54.6, "text_en": "Okay sir. Okay. Definitely, I will check on this. I will check on this.", "text_native": "ठीक है सर। ठीक है। डेफिनेटली मैं देख लेता हूं इसमें। मैं देख लेता हूं इसमें।" }, { "ucid": "34972178963337752", "idx": 27, "speaker": "customer", "start_s": 54.97, "end_s": 55.3, "text_en": "Yes.", "text_native": "हां।" } ], "steps": [ { "ucid": "34972178963337752", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, do you have any requirement in sheet metal?", "comment": "The agent identified themself and the company but did not ask for permission before jumping into the sales question." }, { "ucid": "34972178963337752", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a supply or price hook, instead asking directly for a requirement." }, { "ucid": "34972178963337752", "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 conversation was immediately taken over by the customer's past service complaint." }, { "ucid": "34972178963337752", "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 consequently no USPs were pitched." }, { "ucid": "34972178963337752", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, do you have any requirement in sheet metal?", "comment": "The agent successfully asked if a current requirement exists, though the answer was no." }, { "ucid": "34972178963337752", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Definitely, I will check on this.", "comment": "The agent's proposed next step was a vague internal action, not a committed, specific follow-up with the customer." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }