{ "ucid": "34972178964127761", "call_date": "2026-09-17", "start_time": "2026-09-17 16:04:37", "end_time": "2026-09-17 16:06:35", "duration_sec": 118, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8939a6eca9ddc8ac4d2cf0f84150c53d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1517, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964127761__DIA8939a6eca9ddc8ac4d2cf0f84150c53d.mp3", "audio_bytes": 255528, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 85.176, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[3s] CUSTOMER: Hello? (हेलो?)\n[3s] AGENT: Hello? (हेलो?)\n[4s] CUSTOMER: Yes, what is it? (हाँ, बोलना है क्या?)\n[6s] AGENT: Sir, this is Aditya Pandey speaking. Yes sir, can you hear me? (सर जी, मैं आदित्य पांडे बोल रहा था। हां सर, मेरी आवाज आ रही है?)\n[8s] CUSTOMER: Yes, yes. (हां हां।)\n[9s] AGENT: Sir, this is Aditya Pandey speaking from JSW One. (सर जी, मैं आदित्य पांडे बोल रहा था JSW One से।)\n[11s] CUSTOMER: Yes. (हां।)\n[12s] AGENT: Sir, you are registered on our platform last month, this call was regarding that. Did you have any requirement for GP material, sir? (सर जी, हमारे प्लेटफार्म पे आप रजिस्टर्ड हैं लास्ट मंथ, उसी के रिगार्डिंग कॉल थी। कुछ रिक्वायरमेंट थी सर जीपी मटेरियल में आपकी?)\n[17s] CUSTOMER: Not right now. (अभी तो नहीं है।)\n[19s] AGENT: Uh, okay sir. No issue. If there's anything in the future, please let me know. (अह ठीक है सर। कोई इशू नहीं। फ्यूचर में कुछ रहा तो बताइएगा।)\n[21s] CUSTOMER: That platform, I actually joined it for the rates, but the rates don't suit me on it. (वो प्लेटफार्म एक्चुअली रेट के लिए जॉइन किया था बट रेट तो जमता नहीं है उसमें।)\n[25s] AGENT: Uh sir, actually what happens is, it depends on the quantity. You had that 300 kg, that's why it was a loss. (अह सर एक्चुअली में क्या होता है ना क्वांटिटी के अकॉर्डिंग रहता है। आपने वो 300 kg का इसलिए लॉस हो गया था वो।)\n[28s] CUSTOMER: No no, I had just put that to check if the system shows it or not. (नहीं नहीं, वो तो मैं खाली चेक करने के लिए ही डाला था कि सिस्टम दिखाता है कि नहीं।)\n[32s] AGENT: Okay okay, so you mean you were exploring, as you were saying. (ओके ओके, तो मतलब आप एक्सप्लोर कर रहे थे आप जैसा बता रहे थे।)\n[35s] CUSTOMER: Yes, I was exploring because that app is of no use. (हां, मैं एक्सप्लोर कर रहा था क्योंकि वो ऐप कुछ काम का है नहीं।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. noisy: Significant call center background noise on the agent's side, which sometimes makes it hard to hear the agent clearly.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": "You skipped the opening, hook, and discovery steps and went straight to asking for a requirement; you must follow the pitch structure to build rapport and uncover needs before asking for the sale.", "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": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who had previously registered on the platform. The agent immediately asked for a requirement, which the customer denied. The customer then raised an objection about the platform's rates from a past experience, and the agent's attempt to explain it was dismissed, leading to the call ending without discovery or a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent introduced himself and the company but did not ask for permission to speak, jumping directly to the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead moving directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions to understand the customer's business, procurement habits, or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to determine customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement for GP material, sir?\", \"comment\": \"Agent successfully executed the intent of this step by asking for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there's anything in the future, please let me know.\", \"comment\": \"The closure was generic and did not establish a specific, committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening, hook, and discovery steps and went straight to asking for a requirement; you must follow the pitch structure to build rapport and uncover needs before asking for the sale.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"That platform, I actually joined it for the rates, but the rates don't suit me on it.\", \"response\": \"Uh sir, actually what happens is, it depends on the quantity. You had that 300 kg, that's why it was a loss.\"}], \"call_summary\": \"The agent contacted a customer who had previously registered on the platform. The agent immediately asked for a requirement, which the customer denied. The customer then raised an objection about the platform's rates from a past experience, and the agent's attempt to explain it was dismissed, leading to the call ending without discovery or a next step.\"}", "error": null, "latency_ms": 36219, "input_tokens": 3107, "output_tokens": 809, "created_at": "2026-09-25 12:01:15", "sentiment": "negative", "sentiment_score": -0.508, "sentiment_confidence": "high", "pos": 0, "neg": 4, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.547, "agent_talk_sec": 17.0, "customer_talk_sec": 14.1, "dead_air_sec": 86.9, "longest_monologue_sec": 4.6, "agent_wpm": 331.8, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 3, "words_agent": 94, "words_customer": 55, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964127761", "idx": 0, "speaker": "customer", "start_s": 2.59, "end_s": 3.0, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "34972178964127761", "idx": 1, "speaker": "agent", "start_s": 3.2, "end_s": 3.59, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "34972178964127761", "idx": 2, "speaker": "customer", "start_s": 3.8, "end_s": 5.5, "text_en": "Yes, what is it?", "text_native": "हाँ, बोलना है क्या?" }, { "ucid": "34972178964127761", "idx": 3, "speaker": "agent", "start_s": 5.8, "end_s": 8.0, "text_en": "Sir, this is Aditya Pandey speaking. Yes sir, can you hear me?", "text_native": "सर जी, मैं आदित्य पांडे बोल रहा था। हां सर, मेरी आवाज आ रही है?" }, { "ucid": "34972178964127761", "idx": 4, "speaker": "customer", "start_s": 8.0, "end_s": 8.7, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "34972178964127761", "idx": 5, "speaker": "agent", "start_s": 8.9, "end_s": 10.7, "text_en": "Sir, this is Aditya Pandey speaking from JSW One.", "text_native": "सर जी, मैं आदित्य पांडे बोल रहा था JSW One से।" }, { "ucid": "34972178964127761", "idx": 6, "speaker": "customer", "start_s": 11.2, "end_s": 11.6, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "34972178964127761", "idx": 7, "speaker": "agent", "start_s": 11.9, "end_s": 16.5, "text_en": "Sir, you are registered on our platform last month, this call was regarding that. Did you have any requirement for GP material, sir?", "text_native": "सर जी, हमारे प्लेटफार्म पे आप रजिस्टर्ड हैं लास्ट मंथ, उसी के रिगार्डिंग कॉल थी। कुछ रिक्वायरमेंट थी सर जीपी मटेरियल में आपकी?" }, { "ucid": "34972178964127761", "idx": 8, "speaker": "customer", "start_s": 16.8, "end_s": 18.0, "text_en": "Not right now.", "text_native": "अभी तो नहीं है।" }, { "ucid": "34972178964127761", "idx": 9, "speaker": "agent", "start_s": 18.8, "end_s": 20.8, "text_en": "Uh, okay sir. No issue. If there's anything in the future, please let me know.", "text_native": "अह ठीक है सर। कोई इशू नहीं। फ्यूचर में कुछ रहा तो बताइएगा।" }, { "ucid": "34972178964127761", "idx": 10, "speaker": "customer", "start_s": 20.8, "end_s": 24.5, "text_en": "That platform, I actually joined it for the rates, but the rates don't suit me on it.", "text_native": "वो प्लेटफार्म एक्चुअली रेट के लिए जॉइन किया था बट रेट तो जमता नहीं है उसमें।" }, { "ucid": "34972178964127761", "idx": 11, "speaker": "agent", "start_s": 24.9, "end_s": 28.5, "text_en": "Uh sir, actually what happens is, it depends on the quantity. You had that 300 kg, that's why it was a loss.", "text_native": "अह सर एक्चुअली में क्या होता है ना क्वांटिटी के अकॉर्डिंग रहता है। आपने वो 300 kg का इसलिए लॉस हो गया था वो।" }, { "ucid": "34972178964127761", "idx": 12, "speaker": "customer", "start_s": 28.5, "end_s": 31.8, "text_en": "No no, I had just put that to check if the system shows it or not.", "text_native": "नहीं नहीं, वो तो मैं खाली चेक करने के लिए ही डाला था कि सिस्टम दिखाता है कि नहीं।" }, { "ucid": "34972178964127761", "idx": 13, "speaker": "agent", "start_s": 32.1, "end_s": 34.5, "text_en": "Okay okay, so you mean you were exploring, as you were saying.", "text_native": "ओके ओके, तो मतलब आप एक्सप्लोर कर रहे थे आप जैसा बता रहे थे।" }, { "ucid": "34972178964127761", "idx": 14, "speaker": "customer", "start_s": 34.8, "end_s": 37.5, "text_en": "Yes, I was exploring because that app is of no use.", "text_native": "हां, मैं एक्सप्लोर कर रहा था क्योंकि वो ऐप कुछ काम का है नहीं।" } ], "steps": [ { "ucid": "34972178964127761", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent introduced himself and the company but did not ask for permission to speak, jumping directly to the reason for the call." }, { "ucid": "34972178964127761", "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 provide a supply or price hook, instead moving directly to a qualification question." }, { "ucid": "34972178964127761", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions to understand the customer's business, procurement habits, or needs." }, { "ucid": "34972178964127761", "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 to determine customer needs." }, { "ucid": "34972178964127761", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Did you have any requirement for GP material, sir?", "comment": "Agent successfully executed the intent of this step by asking for a current requirement." }, { "ucid": "34972178964127761", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "If there's anything in the future, please let me know.", "comment": "The closure was generic and did not establish a specific, committed next step like a quote or a scheduled callback." } ], "objections": [ { "ucid": "34972178964127761", "obj_type": "price", "state": "mishandled", "evidence": "That platform, I actually joined it for the rates, but the rates don't suit me on it.", "response": "Uh sir, actually what happens is, it depends on the quantity. You had that 300 kg, that's why it was a loss." } ], "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": [] }