{ "ucid": "34972178963945651", "call_date": "2026-09-17", "start_time": "2026-09-17 15:34:16", "end_time": "2026-09-17 15:34:59", "duration_sec": 43, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA597d5f08724d19fdb178774e2885e2a1.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1541, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963945651__DIA597d5f08724d19fdb178774e2885e2a1.mp3", "audio_bytes": 87264, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 29.088, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello?\n[2s] CUSTOMER: Yes, speak. (हाँ बोलो।)\n[2s] AGENT: Mr. Jeevraj from Kakadiya Metal India?\n[6s] CUSTOMER: Who is speaking? (कौन बोल रहे हो आप?)\n[7s] AGENT: Jeevraj ji, Sudip speaking from JSW One, Jindal Steel. (जीवराज जी, सुदीप बोल रहा हूं JSW One से, जिंदाल स्टील।)\n[11s] CUSTOMER: Can you a little... can you WhatsApp me? I will give you the requirement later. I have requirements, but you WhatsApp me, I will send you the size. (मुझे आप थोड़ी मुझे आप WhatsApp कर सकते हैं? मैं बाद में आपको रिक्वायरमेंट देता हूं। मेरी रिक्वायरमेंट्स है, लेकिन आप WhatsApp करिए, मैं आपको साइज भेजता हूं।)\n[18s] AGENT: I will WhatsApp you, sir. Okay. Thank you. (करता हूं मैं सर आपको WhatsApp. ओके. Thank you.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 7, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "7 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": "[\"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 a customer immediately asks to take the conversation offline, try to ask one quick qualifying question before agreeing, such as 'Of course, just so I can send the right info, what do you manufacture?'", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent introduced himself and JSW One. The customer immediately took control of the call, stating he had requirements but instructing the agent to connect via WhatsApp to receive them. The agent agreed without attempting any discovery or qualification and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Jeevraj ji, Sudip speaking from JSW One, Jindal Steel.\", \"comment\": \"The agent greeted, used the customer's name, and identified himself and JSW One, but did not get to ask for permission before the customer took control.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a hook; the customer immediately deflected the call to WhatsApp.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the agent did not attempt to engage the customer after the initial deflection.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I have requirements, but you WhatsApp me, I will send you the size.\", \"comment\": \"The customer volunteered that a requirement exists, but the agent did not ask any qualifying questions to capture the details.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp you, sir.\", \"comment\": \"The agent agreed to a next step, but it was a weak commitment (WhatsApp) and not a specific quote or callback as required by the rubric.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks to take the conversation offline, try to ask one quick qualifying question before agreeing, such as 'Of course, just so I can send the right info, what do you manufacture?'\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Can you WhatsApp me? I will give you the requirement later.\", \"response\": \"I will WhatsApp you, sir. Okay. Thank you.\"}], \"call_summary\": \"The agent introduced himself and JSW One. The customer immediately took control of the call, stating he had requirements but instructing the agent to connect via WhatsApp to receive them. The agent agreed without attempting any discovery or qualification and ended the call.\"}", "error": null, "latency_ms": 29247, "input_tokens": 2764, "output_tokens": 807, "created_at": "2026-09-25 12:02:07", "sentiment": "positive", "sentiment_score": 0.343, "sentiment_confidence": "high", "pos": 10, "neg": 2, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.491, "agent_talk_sec": 7.8, "customer_talk_sec": 8.1, "dead_air_sec": 27.1, "longest_monologue_sec": 2.7, "agent_wpm": 184.6, "interruptions": 0, "agent_turns": 4, "customer_turns": 3, "discovery_qs": 2, "words_agent": 24, "words_customer": 33, "monologue_heavy": 0, "turns": [ { "ucid": "34972178963945651", "idx": 0, "speaker": "agent", "start_s": 1.03, "end_s": 1.48, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178963945651", "idx": 1, "speaker": "customer", "start_s": 1.76, "end_s": 2.21, "text_en": "Yes, speak.", "text_native": "हाँ बोलो।" }, { "ucid": "34972178963945651", "idx": 2, "speaker": "agent", "start_s": 2.5, "end_s": 4.89, "text_en": "Mr. Jeevraj from Kakadiya Metal India?", "text_native": "Mr. Jeevraj from Kakadiya Metal India?" }, { "ucid": "34972178963945651", "idx": 3, "speaker": "customer", "start_s": 5.63, "end_s": 6.5, "text_en": "Who is speaking?", "text_native": "कौन बोल रहे हो आप?" }, { "ucid": "34972178963945651", "idx": 4, "speaker": "agent", "start_s": 6.6, "end_s": 9.3, "text_en": "Jeevraj ji, Sudip speaking from JSW One, Jindal Steel.", "text_native": "जीवराज जी, सुदीप बोल रहा हूं JSW One से, जिंदाल स्टील।" }, { "ucid": "34972178963945651", "idx": 5, "speaker": "customer", "start_s": 10.86, "end_s": 17.59, "text_en": "Can you a little... can you WhatsApp me? I will give you the requirement later. I have requirements, but you WhatsApp me, I will send you the size.", "text_native": "मुझे आप थोड़ी मुझे आप WhatsApp कर सकते हैं? मैं बाद में आपको रिक्वायरमेंट देता हूं। मेरी रिक्वायरमेंट्स है, लेकिन आप WhatsApp करिए, मैं आपको साइज भेजता हूं।" }, { "ucid": "34972178963945651", "idx": 6, "speaker": "agent", "start_s": 17.7, "end_s": 19.98, "text_en": "I will WhatsApp you, sir. Okay. Thank you.", "text_native": "करता हूं मैं सर आपको WhatsApp. ओके. Thank you." } ], "steps": [ { "ucid": "34972178963945651", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Jeevraj ji, Sudip speaking from JSW One, Jindal Steel.", "comment": "The agent greeted, used the customer's name, and identified himself and JSW One, but did not get to ask for permission before the customer took control." }, { "ucid": "34972178963945651", "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 deliver a hook; the customer immediately deflected the call to WhatsApp." }, { "ucid": "34972178963945651", "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 as the agent did not attempt to engage the customer after the initial deflection." }, { "ucid": "34972178963945651", "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 no discovery was conducted." }, { "ucid": "34972178963945651", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I have requirements, but you WhatsApp me, I will send you the size.", "comment": "The customer volunteered that a requirement exists, but the agent did not ask any qualifying questions to capture the details." }, { "ucid": "34972178963945651", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will WhatsApp you, sir.", "comment": "The agent agreed to a next step, but it was a weak commitment (WhatsApp) and not a specific quote or callback as required by the rubric." } ], "objections": [ { "ucid": "34972178963945651", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "Can you WhatsApp me? I will give you the requirement later.", "response": "I will WhatsApp you, sir. Okay. Thank you." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }