{ "ucid": "34972178963823671", "call_date": "2026-09-17", "start_time": "2026-09-17 15:13:56", "end_time": "2026-09-17 15:15:51", "duration_sec": 115, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4d469a5d440eb518ed14affb2489dd12.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1557, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963823671__DIA4d469a5d440eb518ed14affb2489dd12.mp3", "audio_bytes": 237384, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 79.128, "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: Yes. (हां जी।)\n[4s] AGENT: Sir, this is Abdul speaking from JSW One. (सर अब्दुल बात कर रहा हूं मैं JSW One से।)\n[6s] CUSTOMER: Yes, go ahead. (हां जी, बोलें।)\n[7s] AGENT: Sir, your company was registered here, that's why I called. Do you have any requirement for steel, sir? Any requirement for HR, CR? (सर आपकी कंपनी यहां रजिस्टर्ड थी इसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या सर स्टील में आपको? एचआर सीआर में कुछ रिक्वायरमेंट है?)\n[11s] CUSTOMER: CR steel, yes, I needed CR steel point five. (सीआर स्टील, हां चाहिए थी सीआर स्टील पॉइंट फाइव।)\n[14s] AGENT: CR steel point five is not available right now. (सीआर स्टील पॉइंट फाइव अभी अवेलेबल भी नहीं है।)\n[16s] CUSTOMER: Where did it go? (कहां गया?)\n[17s] AGENT: Where do you need it? (कहां पे चाहिए आपको?)\n[18s] CUSTOMER: In Noida. (नोएडा में।)\n[19s] AGENT: CRC in Noida, you'll get it, you'll get it. (नोएडा में सीआरसी, मिल जाएगा, मिल जाएगा।)\n[21s] CUSTOMER: I received a call from you before as well. I received a call from JSW One before. (आपके पास से पहले भी फोन आया था। मेरे पास पहले भी फोन आया था JSW One से।)\n[24s] AGENT: Yes. (जी।)\n[25s] CUSTOMER: So they were saying you have a dealer in Ghaziabad. (तो कह रहे आपका गाजियाबाद में डीलर है।)\n[26s] AGENT: Hmm. (हम्म।)\n[27s] CUSTOMER: They provide it. (वो दे देते हैं।)\n[28s] AGENT: What are you saying? (क्या बोल रहे हैं?)\n[30s] CUSTOMER: You have JSW dealers in Ghaziabad? (गाजियाबाद में आपके डीलर हैं जेएसडब्ल्यू के?)\n[31s] AGENT: Yes yes, that's right, that's right. Yes. (जी जी, सही बात है, सही बात है। हां।)\n[32s] CUSTOMER: So will they give us the material? (तो वो देंगे हमें मटेरियल?)\n[34s] AGENT: No, I will give it to you. I will give it to you directly from the company. Connect with the company. Why would you take it from a dealer? Connect with the company, you will get a good rate. (नहीं, मैं दे दूंगा आपको ना। डायरेक्ट कंपनी से दूंगा आपको। कंपनी से जुड़िए आप। डीलर से क्यों लेंगे आप? कंपनी से जुड़िए, अच्छा रेट मिलेगा आपको।)\n[39s] CUSTOMER: So, for a quantity like twenty-twenty five tons, what will be the rate? (तो क्वांटिटी जैसे बीस पच्चीस टन चाहिए, क्या रेट लेगे लगेगा?)\n[42s] AGENT: You'll get it, you'll get it. I will WhatsApp you now from my personal number. You send me the inquiry on WhatsApp, okay? (मिल जाएगा, मिल जाएगा। अभी मैं आपको WhatsApp करता हूं पर्सनल नंबर से। आप मुझे इंक्वायरी भेज दीजिए WhatsApp में, ठीक है?)\n[46s] CUSTOMER: Okay, okay. Okay. (ठीक है, ठीक है। ओके।)\n[47s] AGENT: Okay. (ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: There is some minor background noise but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 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": 1.0, "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\"]", "pitch_coaching_note": "You must follow the pitch structure; you missed the opener, hook, and discovery, which meant you had no information to build a proper sales pitch on.", "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": "out_of_stock", "supply_details": "Agent initially stated the required material was not in stock: \"CR steel point five is not available right now.\"", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer expressed an immediate requirement for 20-25 tons of 0.5mm CR steel in Noida. The agent initially stated the material was out of stock but then said it was available, causing confusion. The agent did not perform discovery but successfully set a next step to have the customer send the inquiry via WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak, jumping directly to the requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead asking a generic question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Where do you need it?\", \"comment\": \"Agent only asked for location; all other discovery points like manufacturing type, quantity, and current suppliers were missed.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only made a general statement about getting a 'good rate' from the company.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CR steel point five is not available right now.\", \"comment\": \"Agent failed to capture full requirement details (grade, width, date) and gave conflicting information on stock availability.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp you now from my personal number. You send me the inquiry on WhatsApp, okay?\", \"comment\": \"Agent established a clear, committed next step for the customer to send the inquiry via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; you missed the opener, hook, and discovery, which meant you had no information to build a proper sales pitch on.\", \"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\": \"out_of_stock\", \"supply_details\": \"Agent initially stated the required material was not in stock: \\\"CR steel point five is not available right now.\\\"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"So they were saying you have a dealer in Ghaziabad... So will they give us the material?\", \"response\": \"No, I will give it to you. I will give it to you directly from the company... Connect with the company, you will get a good rate.\"}], \"call_summary\": \"The customer expressed an immediate requirement for 20-25 tons of 0.5mm CR steel in Noida. The agent initially stated the material was out of stock but then said it was available, causing confusion. The agent did not perform discovery but successfully set a next step to have the customer send the inquiry via WhatsApp.\"}", "error": null, "latency_ms": 31190, "input_tokens": 3387, "output_tokens": 855, "created_at": "2026-09-25 12:02:43", "sentiment": "positive", "sentiment_score": 0.415, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.565, "agent_talk_sec": 20.8, "customer_talk_sec": 16.0, "dead_air_sec": 78.2, "longest_monologue_sec": 4.2, "agent_wpm": 377.9, "interruptions": 0, "agent_turns": 13, "customer_turns": 13, "discovery_qs": 6, "words_agent": 131, "words_customer": 80, "monologue_heavy": 0, "turns": [ { "ucid": "34972178963823671", "idx": 0, "speaker": "customer", "start_s": 0.88, "end_s": 1.38, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "34972178963823671", "idx": 1, "speaker": "agent", "start_s": 2.18, "end_s": 2.6, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "34972178963823671", "idx": 2, "speaker": "customer", "start_s": 3.1, "end_s": 3.48, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178963823671", "idx": 3, "speaker": "agent", "start_s": 3.7, "end_s": 5.5, "text_en": "Sir, this is Abdul speaking from JSW One.", "text_native": "सर अब्दुल बात कर रहा हूं मैं JSW One से।" }, { "ucid": "34972178963823671", "idx": 4, "speaker": "customer", "start_s": 5.9, "end_s": 6.46, "text_en": "Yes, go ahead.", "text_native": "हां जी, बोलें।" }, { "ucid": "34972178963823671", "idx": 5, "speaker": "agent", "start_s": 6.68, "end_s": 10.8, "text_en": "Sir, your company was registered here, that's why I called. Do you have any requirement for steel, sir? Any requirement for HR, CR?", "text_native": "सर आपकी कंपनी यहां रजिस्टर्ड थी इसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या सर स्टील में आपको? एचआर सीआर में कुछ रिक्वायरमेंट है?" }, { "ucid": "34972178963823671", "idx": 6, "speaker": "customer", "start_s": 11.3, "end_s": 13.6, "text_en": "CR steel, yes, I needed CR steel point five.", "text_native": "सीआर स्टील, हां चाहिए थी सीआर स्टील पॉइंट फाइव।" }, { "ucid": "34972178963823671", "idx": 7, "speaker": "agent", "start_s": 14.2, "end_s": 15.8, "text_en": "CR steel point five is not available right now.", "text_native": "सीआर स्टील पॉइंट फाइव अभी अवेलेबल भी नहीं है।" }, { "ucid": "34972178963823671", "idx": 8, "speaker": "customer", "start_s": 16.3, "end_s": 16.8, "text_en": "Where did it go?", "text_native": "कहां गया?" }, { "ucid": "34972178963823671", "idx": 9, "speaker": "agent", "start_s": 16.8, "end_s": 17.7, "text_en": "Where do you need it?", "text_native": "कहां पे चाहिए आपको?" }, { "ucid": "34972178963823671", "idx": 10, "speaker": "customer", "start_s": 18.1, "end_s": 18.7, "text_en": "In Noida.", "text_native": "नोएडा में।" }, { "ucid": "34972178963823671", "idx": 11, "speaker": "agent", "start_s": 19.3, "end_s": 20.8, "text_en": "CRC in Noida, you'll get it, you'll get it.", "text_native": "नोएडा में सीआरसी, मिल जाएगा, मिल जाएगा।" }, { "ucid": "34972178963823671", "idx": 12, "speaker": "customer", "start_s": 20.8, "end_s": 23.8, "text_en": "I received a call from you before as well. I received a call from JSW One before.", "text_native": "आपके पास से पहले भी फोन आया था। मेरे पास पहले भी फोन आया था JSW One से।" }, { "ucid": "34972178963823671", "idx": 13, "speaker": "agent", "start_s": 24.1, "end_s": 24.3, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "34972178963823671", "idx": 14, "speaker": "customer", "start_s": 24.6, "end_s": 26.0, "text_en": "So they were saying you have a dealer in Ghaziabad.", "text_native": "तो कह रहे आपका गाजियाबाद में डीलर है।" }, { "ucid": "34972178963823671", "idx": 15, "speaker": "agent", "start_s": 26.3, "end_s": 26.5, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "34972178963823671", "idx": 16, "speaker": "customer", "start_s": 27.1, "end_s": 27.8, "text_en": "They provide it.", "text_native": "वो दे देते हैं।" }, { "ucid": "34972178963823671", "idx": 17, "speaker": "agent", "start_s": 28.4, "end_s": 28.9, "text_en": "What are you saying?", "text_native": "क्या बोल रहे हैं?" }, { "ucid": "34972178963823671", "idx": 18, "speaker": "customer", "start_s": 29.5, "end_s": 30.9, "text_en": "You have JSW dealers in Ghaziabad?", "text_native": "गाजियाबाद में आपके डीलर हैं जेएसडब्ल्यू के?" }, { "ucid": "34972178963823671", "idx": 19, "speaker": "agent", "start_s": 31.1, "end_s": 32.4, "text_en": "Yes yes, that's right, that's right. Yes.", "text_native": "जी जी, सही बात है, सही बात है। हां।" }, { "ucid": "34972178963823671", "idx": 20, "speaker": "customer", "start_s": 32.5, "end_s": 33.6, "text_en": "So will they give us the material?", "text_native": "तो वो देंगे हमें मटेरियल?" }, { "ucid": "34972178963823671", "idx": 21, "speaker": "agent", "start_s": 34.0, "end_s": 38.2, "text_en": "No, I will give it to you. I will give it to you directly from the company. Connect with the company. Why would you take it from a dealer? Connect with the company, you will get a good rate.", "text_native": "नहीं, मैं दे दूंगा आपको ना। डायरेक्ट कंपनी से दूंगा आपको। कंपनी से जुड़िए आप। डीलर से क्यों लेंगे आप? कंपनी से जुड़िए, अच्छा रेट मिलेगा आपको।" }, { "ucid": "34972178963823671", "idx": 22, "speaker": "customer", "start_s": 38.7, "end_s": 41.1, "text_en": "So, for a quantity like twenty-twenty five tons, what will be the rate?", "text_native": "तो क्वांटिटी जैसे बीस पच्चीस टन चाहिए, क्या रेट लेगे लगेगा?" }, { "ucid": "34972178963823671", "idx": 23, "speaker": "agent", "start_s": 41.5, "end_s": 45.3, "text_en": "You'll get it, you'll get it. I will WhatsApp you now from my personal number. You send me the inquiry on WhatsApp, okay?", "text_native": "मिल जाएगा, मिल जाएगा। अभी मैं आपको WhatsApp करता हूं पर्सनल नंबर से। आप मुझे इंक्वायरी भेज दीजिए WhatsApp में, ठीक है?" }, { "ucid": "34972178963823671", "idx": 24, "speaker": "customer", "start_s": 45.6, "end_s": 46.8, "text_en": "Okay, okay. Okay.", "text_native": "ठीक है, ठीक है। ओके।" }, { "ucid": "34972178963823671", "idx": 25, "speaker": "agent", "start_s": 47.1, "end_s": 47.4, "text_en": "Okay.", "text_native": "ओके।" } ], "steps": [ { "ucid": "34972178963823671", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not use the customer's name or ask for permission to speak, jumping directly to the requirement." }, { "ucid": "34972178963823671", "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 asking a generic question about requirements." }, { "ucid": "34972178963823671", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Where do you need it?", "comment": "Agent only asked for location; all other discovery points like manufacturing type, quantity, and current suppliers were missed." }, { "ucid": "34972178963823671", "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; the agent only made a general statement about getting a 'good rate' from the company." }, { "ucid": "34972178963823671", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "CR steel point five is not available right now.", "comment": "Agent failed to capture full requirement details (grade, width, date) and gave conflicting information on stock availability." }, { "ucid": "34972178963823671", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will WhatsApp you now from my personal number. You send me the inquiry on WhatsApp, okay?", "comment": "Agent established a clear, committed next step for the customer to send the inquiry via WhatsApp." } ], "objections": [ { "ucid": "34972178963823671", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "So they were saying you have a dealer in Ghaziabad... So will they give us the material?", "response": "No, I will give it to you. I will give it to you directly from the company... Connect with the company, you will get a good rate." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }