{ "ucid": "34972178963523721", "call_date": "2026-09-17", "start_time": "2026-09-17 14:23:57", "end_time": "2026-09-17 14:25:18", "duration_sec": 81, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA12a28b68e93308655bc31eeb29d57cc8.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1578, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963523721__DIA12a28b68e93308655bc31eeb29d57cc8.mp3", "audio_bytes": 208008, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 69.336, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello, Shalon Paper Tubes?\n[4s] CUSTOMER: Yes. (हां जी।)\n[5s] AGENT: Uh sir, hi, good afternoon. I am calling from JSW. You had registered your business on our portal. Uh but just want to understand, do you purchase steel here or how is it? Or you are a pipeline tubes? (अह सर, हाय, गुड आफ्टरनून। मैं JSW से बात कर रहा हूं। आपने हमारे पोर्टल पे आपका जो बिज़नेस है, ये रजिस्ट्रेशन करा था। अह बट जस्ट वांट टू अंडरस्टैंड यहां पे आप स्टील परचेस करते हो या फिर मतलब कैसा है? और यू आर अ पाइपलाइन ट्यूब्स?)\n[14s] CUSTOMER: I don't know what you have called for. What did you say? (किसके लिए बात किया हो मेरे को मालूम नहीं। क्या बोले आप?)\n[16s] AGENT: I am saying that you had registered this business of yours, Shalon Paper Tube, this account on our Jindal's digital portal. So do you have any requirement for steel or did you just place an inquiry here, how is it? (मैं ये कह रहा हूं, आपने हमारे जिंदाल के डिजिटल पोर्टल पे आपका ये जो बिज़नेस है, Shalon Paper Tube, ये अकाउंट आपने रजिस्ट्रेशन करा था। तो आपको कुछ स्टील का रिक्वायरमेंट वगेरा होता है या फिर आपने जस्ट इंक्वायरी के लिए यहां पे लाया था, कैसा है?)\n[26s] CUSTOMER: No, there was a requirement earlier, now there is nothing. (नहीं, रिक्वायरमेंट तो अभी था, अब अभी कुछ नहीं है।)\n[29s] AGENT: Okay, there is nothing right now. Okay, so do you purchase steel for your business? (अच्छा, अभी कुछ नहीं है। Okay, तो आप स्टील परचेस करते हो आपके बिज़नेस के लिए?)\n[32s] CUSTOMER: Yes, steel purchase, the scrap that is generated from steel, we purchase that. (हां, स्टील परचेस, स्टील में जो जे स्क्रैप निकलता है ना, वो परचेस करते हैं।)\n[35s] AGENT: Oh, you purchase scrap. Okay, okay. Alright, then I'll do one thing, I have a scrap team that handles all this. So I'll give them your number, and they will contact you tomorrow, okay? (अच्छा, आप स्क्रैप परचेस करते हो। Okay, okay. ठीक है, तो मैं एक काम करता हूं, मेरी स्क्रैप की मेरी टीम है जो ये सब संभालती है। तो आपका नंबर उनको दे देता हूं, तो लोग आपको कल कांटेक्ट कर देंगे, ठीक है?)\n[42s] CUSTOMER: Okay, okay, that will work. (ठीक, ठीक है, चलेगा।)\n[44s] AGENT: Okay ji, thank you. (Okay जी, थैंक यू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: The audio is clear with minimal background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You correctly identified the customer's need and routed them well, but you missed the opening steps. Always secure permission to speak and deliver a hook to create interest before starting discovery.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "scrap", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead from a portal registration. The customer clarified that they do not purchase prime steel, but rather the scrap generated from steel. The agent correctly identified the mismatch and set a clear next step to have the JSW scrap team contact the customer.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, leading to initial customer confusion.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook, moving directly into questioning.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Okay, so do you purchase steel for your business?\", \"comment\": \"Agent only asked if the customer purchases steel before discovering they only buy scrap, which ended this line of questioning.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the customer was correctly identified as a scrap buyer, not a prime material user.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So do you have any requirement for steel or did you just place an inquiry here, how is it?\", \"comment\": \"Agent successfully asked for a current requirement, and the customer confirmed they had none.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll give them your number, and they will contact you tomorrow, okay?\", \"comment\": \"Agent provided an excellent, specific next step by committing to a handover to the correct internal team.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified the customer's need and routed them well, but you missed the opening steps. Always secure permission to speak and deliver a hook to create interest before starting discovery.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"scrap\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead from a portal registration. The customer clarified that they do not purchase prime steel, but rather the scrap generated from steel. The agent correctly identified the mismatch and set a clear next step to have the JSW scrap team contact the customer.\"}", "error": null, "latency_ms": 41581, "input_tokens": 3175, "output_tokens": 723, "created_at": "2026-09-25 12:03:50", "sentiment": "neutral", "sentiment_score": 0.032, "sentiment_confidence": "high", "pos": 2, "neg": 1, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.754, "agent_talk_sec": 30.1, "customer_talk_sec": 9.8, "dead_air_sec": 41.1, "longest_monologue_sec": 9.5, "agent_wpm": 271.1, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 6, "words_agent": 136, "words_customer": 42, "monologue_heavy": 1, "turns": [ { "ucid": "34972178963523721", "idx": 0, "speaker": "customer", "start_s": 0.75, "end_s": 1.25, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178963523721", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 3.81, "text_en": "Hello, Shalon Paper Tubes?", "text_native": "Hello, Shalon Paper Tubes?" }, { "ucid": "34972178963523721", "idx": 2, "speaker": "customer", "start_s": 4.1, "end_s": 4.6, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178963523721", "idx": 3, "speaker": "agent", "start_s": 5.18, "end_s": 13.2, "text_en": "Uh sir, hi, good afternoon. I am calling from JSW. You had registered your business on our portal. Uh but just want to understand, do you purchase steel here or how is it? Or you are a pipeline tubes?", "text_native": "अह सर, हाय, गुड आफ्टरनून। मैं JSW से बात कर रहा हूं। आपने हमारे पोर्टल पे आपका जो बिज़नेस है, ये रजिस्ट्रेशन करा था। अह बट जस्ट वांट टू अंडरस्टैंड यहां पे आप स्टील परचेस करते हो या फिर मतलब कैसा है? और यू आर अ पाइपलाइन ट्यूब्स?" }, { "ucid": "34972178963523721", "idx": 4, "speaker": "customer", "start_s": 13.8, "end_s": 16.1, "text_en": "I don't know what you have called for. What did you say?", "text_native": "किसके लिए बात किया हो मेरे को मालूम नहीं। क्या बोले आप?" }, { "ucid": "34972178963523721", "idx": 5, "speaker": "agent", "start_s": 16.38, "end_s": 25.9, "text_en": "I am saying that you had registered this business of yours, Shalon Paper Tube, this account on our Jindal's digital portal. So do you have any requirement for steel or did you just place an inquiry here, how is it?", "text_native": "मैं ये कह रहा हूं, आपने हमारे जिंदाल के डिजिटल पोर्टल पे आपका ये जो बिज़नेस है, Shalon Paper Tube, ये अकाउंट आपने रजिस्ट्रेशन करा था। तो आपको कुछ स्टील का रिक्वायरमेंट वगेरा होता है या फिर आपने जस्ट इंक्वायरी के लिए यहां पे लाया था, कैसा है?" }, { "ucid": "34972178963523721", "idx": 6, "speaker": "customer", "start_s": 26.4, "end_s": 28.7, "text_en": "No, there was a requirement earlier, now there is nothing.", "text_native": "नहीं, रिक्वायरमेंट तो अभी था, अब अभी कुछ नहीं है।" }, { "ucid": "34972178963523721", "idx": 7, "speaker": "agent", "start_s": 29.1, "end_s": 31.6, "text_en": "Okay, there is nothing right now. Okay, so do you purchase steel for your business?", "text_native": "अच्छा, अभी कुछ नहीं है। Okay, तो आप स्टील परचेस करते हो आपके बिज़नेस के लिए?" }, { "ucid": "34972178963523721", "idx": 8, "speaker": "customer", "start_s": 31.9, "end_s": 34.9, "text_en": "Yes, steel purchase, the scrap that is generated from steel, we purchase that.", "text_native": "हां, स्टील परचेस, स्टील में जो जे स्क्रैप निकलता है ना, वो परचेस करते हैं।" }, { "ucid": "34972178963523721", "idx": 9, "speaker": "agent", "start_s": 35.0, "end_s": 42.0, "text_en": "Oh, you purchase scrap. Okay, okay. Alright, then I'll do one thing, I have a scrap team that handles all this. So I'll give them your number, and they will contact you tomorrow, okay?", "text_native": "अच्छा, आप स्क्रैप परचेस करते हो। Okay, okay. ठीक है, तो मैं एक काम करता हूं, मेरी स्क्रैप की मेरी टीम है जो ये सब संभालती है। तो आपका नंबर उनको दे देता हूं, तो लोग आपको कल कांटेक्ट कर देंगे, ठीक है?" }, { "ucid": "34972178963523721", "idx": 10, "speaker": "customer", "start_s": 42.3, "end_s": 43.5, "text_en": "Okay, okay, that will work.", "text_native": "ठीक, ठीक है, चलेगा।" }, { "ucid": "34972178963523721", "idx": 11, "speaker": "agent", "start_s": 43.8, "end_s": 45.0, "text_en": "Okay ji, thank you.", "text_native": "Okay जी, थैंक यू।" } ], "steps": [ { "ucid": "34972178963523721", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak, leading to initial customer confusion." }, { "ucid": "34972178963523721", "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 deliver a supply or price hook, moving directly into questioning." }, { "ucid": "34972178963523721", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Okay, so do you purchase steel for your business?", "comment": "Agent only asked if the customer purchases steel before discovering they only buy scrap, which ended this line of questioning." }, { "ucid": "34972178963523721", "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 the customer was correctly identified as a scrap buyer, not a prime material user." }, { "ucid": "34972178963523721", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So do you have any requirement for steel or did you just place an inquiry here, how is it?", "comment": "Agent successfully asked for a current requirement, and the customer confirmed they had none." }, { "ucid": "34972178963523721", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll give them your number, and they will contact you tomorrow, okay?", "comment": "Agent provided an excellent, specific next step by committing to a handover to the correct internal team." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }