{ "ucid": "34972178964130071", "call_date": "2026-09-17", "start_time": "2026-09-17 16:05:00", "end_time": "2026-09-17 16:06:33", "duration_sec": 93, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Onboarded", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA787db27e555e3e3af1b1117fc8b73d8b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1516, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964130071__DIA787db27e555e3e3af1b1117fc8b73d8b.mp3", "audio_bytes": 260712, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 86.904, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] UNKNOWN: Hi, if you record your name and reason for calling, I'll see if this person is available.\n[6s] CUSTOMER: Hi.\n[7s] CUSTOMER: Excuse me.\n[12s] UNKNOWN: Thanks. Please stay on the line.\n[18s] CUSTOMER: Hello? (हॅलो?)\n[19s] AGENT: Hello? (हॅलो?)\n[20s] CUSTOMER: Hello? (हॅलो?)\n[21s] AGENT: Hello, sir, this is Kartik speaking from JSW One. (हॅलो, सर कार्तिक बात कर रहा था JSW One से।)\n[24s] CUSTOMER: Yes, sir. (बोलिए सर।)\n[25s] AGENT: Uh sir, do you currently have any requirement for HR from your company, Standard Steel? (अ सर अभी स्टॅंडर्ड स्टील जो आपका है कंपनी उसमे से रिक्वायरमेंट रहता है इस वक्त HR का?)\n[29s] CUSTOMER: No sir, no. (नहीं सर, नहीं।)\n[30s] CUSTOMER: What is the rate for TPGL right now, sir? (TPGL क्या रेट है सर अभी आपका?)\n[32s] AGENT: TPGL sir, right now... which one? The colored one? Pragati? (TPGL सर अभी कौनसा? कलर वाला? प्रगती?)\n[34s] CUSTOMER: Pragati with guard film. (प्रगती विथ गार्ड फिल्म।)\n[36s] AGENT: Pragati with guard film will be 95 right now, sir. (प्रगती विथ गार्ड फिल्म तो अभी होगा सर 95.)\n[38s] CUSTOMER: Indradhanush? (इंद्रधनुष?)\n[40s] AGENT: Indradhanush sir, 89, consider it 88. (इंद्रधनुष सर 89, 88 मान लो।)\n[42s] CUSTOMER: Is it 95 with guard film? (विथ गार्ड फिल्म 95 है क्या?)\n[44s] AGENT: This is for Pragati, right? (ये प्रगती का ना?)\n[45s] CUSTOMER: Yes. (हां।)\n[46s] AGENT: Sir, I'll have to confirm if it has a guard film or not, but the base rate is around that. (सर गार्ड फिल्म उसमे है की नहीं ये कन्फर्म करना पड़ेगा लेकिन बेस रेट तो है उसके आस पास में ही है।)\n[50s] CUSTOMER: From where will the loading be done? (किधर से लोडिंग होगा वो?)\n[51s] AGENT: I'll have to check that for you, if it's in Hubli... otherwise Bangalore and Taloja, it's definitely in Mumbai. (ये आपको देखना पड़ेगा, हुबली में होगा तो, नहीं तो बंगलोर और तलोजा, मुंबई में तो है ही।)\n[56s] CUSTOMER: Okay, I'll talk and call you later. (ठीक है, मैं बात करता हूं बाद में आपसे कॉल करता हूं।)\n[58s] AGENT: Okay sir, I'll message you after finding out. (ठीक है सर, मैं आपको मेसेज कर देता हूं पता करके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 25, "connected": 1, "audio_notes": "clear: The call begins with an automated IVR system before connecting to the agent.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "25 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": 0.0, "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\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You lost control of the call by skipping the hook and discovery; follow the pitch structure to guide the customer instead of just reacting to their questions.", "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 asked for an HR requirement, which the customer denied. The customer then took control of the call, asking for prices on specific coated products (TPGL Pragati, Indradhanush). The agent provided prices but was unsure about a specific feature (guard film) and the exact loading location. The call ended with the customer stating he would call back and the agent promising to follow up via message.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, sir, this is Kartik speaking from JSW One.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you currently have any requirement for HR from your company, Standard Steel?\", \"comment\": \"The agent skipped the hook and went directly to a requirement check, allowing the customer to take control of the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent only reacted to the customer's price inquiries.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you currently have any requirement for HR from your company, Standard Steel?\", \"comment\": \"The agent asked about a requirement for one product (HR), but when the customer pivoted to another (TPGL), the agent failed to capture any specific details like quantity, full spec, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, I'll message you after finding out.\", \"comment\": \"The next step is vague and non-committal; it is not a quote with a turnaround or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You lost control of the call by skipping the hook and discovery; follow the pitch structure to guide the customer instead of just reacting to their questions.\", \"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\": [], \"call_summary\": \"The agent asked for an HR requirement, which the customer denied. The customer then took control of the call, asking for prices on specific coated products (TPGL Pragati, Indradhanush). The agent provided prices but was unsure about a specific feature (guard film) and the exact loading location. The call ended with the customer stating he would call back and the agent promising to follow up via message.\"}", "error": null, "latency_ms": 28339, "input_tokens": 3294, "output_tokens": 781, "created_at": "2026-09-25 12:01:07", "sentiment": "neutral", "sentiment_score": 0.136, "sentiment_confidence": "high", "pos": 1, "neg": 2, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.656, "agent_talk_sec": 21.9, "customer_talk_sec": 11.5, "dead_air_sec": 59.6, "longest_monologue_sec": 4.1, "agent_wpm": 282.2, "interruptions": 0, "agent_turns": 10, "customer_turns": 13, "discovery_qs": 6, "words_agent": 103, "words_customer": 45, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964130071", "idx": 0, "speaker": "unknown", "start_s": 0.97, "end_s": 4.5, "text_en": "Hi, if you record your name and reason for calling, I'll see if this person is available.", "text_native": "Hi, if you record your name and reason for calling, I'll see if this person is available." }, { "ucid": "34972178964130071", "idx": 1, "speaker": "customer", "start_s": 5.5, "end_s": 5.9, "text_en": "Hi.", "text_native": "Hi." }, { "ucid": "34972178964130071", "idx": 2, "speaker": "customer", "start_s": 7.3, "end_s": 7.9, "text_en": "Excuse me.", "text_native": "Excuse me." }, { "ucid": "34972178964130071", "idx": 3, "speaker": "unknown", "start_s": 12.1, "end_s": 13.7, "text_en": "Thanks. Please stay on the line.", "text_native": "Thanks. Please stay on the line." }, { "ucid": "34972178964130071", "idx": 4, "speaker": "customer", "start_s": 17.8, "end_s": 18.3, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "34972178964130071", "idx": 5, "speaker": "agent", "start_s": 19.4, "end_s": 19.8, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "34972178964130071", "idx": 6, "speaker": "customer", "start_s": 20.2, "end_s": 20.6, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "34972178964130071", "idx": 7, "speaker": "agent", "start_s": 21.0, "end_s": 23.4, "text_en": "Hello, sir, this is Kartik speaking from JSW One.", "text_native": "हॅलो, सर कार्तिक बात कर रहा था JSW One से।" }, { "ucid": "34972178964130071", "idx": 8, "speaker": "customer", "start_s": 23.9, "end_s": 24.6, "text_en": "Yes, sir.", "text_native": "बोलिए सर।" }, { "ucid": "34972178964130071", "idx": 9, "speaker": "agent", "start_s": 25.0, "end_s": 28.3, "text_en": "Uh sir, do you currently have any requirement for HR from your company, Standard Steel?", "text_native": "अ सर अभी स्टॅंडर्ड स्टील जो आपका है कंपनी उसमे से रिक्वायरमेंट रहता है इस वक्त HR का?" }, { "ucid": "34972178964130071", "idx": 10, "speaker": "customer", "start_s": 28.8, "end_s": 29.6, "text_en": "No sir, no.", "text_native": "नहीं सर, नहीं।" }, { "ucid": "34972178964130071", "idx": 11, "speaker": "customer", "start_s": 29.9, "end_s": 31.3, "text_en": "What is the rate for TPGL right now, sir?", "text_native": "TPGL क्या रेट है सर अभी आपका?" }, { "ucid": "34972178964130071", "idx": 12, "speaker": "agent", "start_s": 31.8, "end_s": 33.8, "text_en": "TPGL sir, right now... which one? The colored one? Pragati?", "text_native": "TPGL सर अभी कौनसा? कलर वाला? प्रगती?" }, { "ucid": "34972178964130071", "idx": 13, "speaker": "customer", "start_s": 34.3, "end_s": 35.4, "text_en": "Pragati with guard film.", "text_native": "प्रगती विथ गार्ड फिल्म।" }, { "ucid": "34972178964130071", "idx": 14, "speaker": "agent", "start_s": 35.7, "end_s": 37.8, "text_en": "Pragati with guard film will be 95 right now, sir.", "text_native": "प्रगती विथ गार्ड फिल्म तो अभी होगा सर 95." }, { "ucid": "34972178964130071", "idx": 15, "speaker": "customer", "start_s": 38.5, "end_s": 39.2, "text_en": "Indradhanush?", "text_native": "इंद्रधनुष?" }, { "ucid": "34972178964130071", "idx": 16, "speaker": "agent", "start_s": 39.5, "end_s": 41.3, "text_en": "Indradhanush sir, 89, consider it 88.", "text_native": "इंद्रधनुष सर 89, 88 मान लो।" }, { "ucid": "34972178964130071", "idx": 17, "speaker": "customer", "start_s": 42.3, "end_s": 43.7, "text_en": "Is it 95 with guard film?", "text_native": "विथ गार्ड फिल्म 95 है क्या?" }, { "ucid": "34972178964130071", "idx": 18, "speaker": "agent", "start_s": 44.3, "end_s": 45.0, "text_en": "This is for Pragati, right?", "text_native": "ये प्रगती का ना?" }, { "ucid": "34972178964130071", "idx": 19, "speaker": "customer", "start_s": 45.3, "end_s": 45.6, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "34972178964130071", "idx": 20, "speaker": "agent", "start_s": 45.9, "end_s": 49.2, "text_en": "Sir, I'll have to confirm if it has a guard film or not, but the base rate is around that.", "text_native": "सर गार्ड फिल्म उसमे है की नहीं ये कन्फर्म करना पड़ेगा लेकिन बेस रेट तो है उसके आस पास में ही है।" }, { "ucid": "34972178964130071", "idx": 21, "speaker": "customer", "start_s": 49.8, "end_s": 50.9, "text_en": "From where will the loading be done?", "text_native": "किधर से लोडिंग होगा वो?" }, { "ucid": "34972178964130071", "idx": 22, "speaker": "agent", "start_s": 51.3, "end_s": 55.4, "text_en": "I'll have to check that for you, if it's in Hubli... otherwise Bangalore and Taloja, it's definitely in Mumbai.", "text_native": "ये आपको देखना पड़ेगा, हुबली में होगा तो, नहीं तो बंगलोर और तलोजा, मुंबई में तो है ही।" }, { "ucid": "34972178964130071", "idx": 23, "speaker": "customer", "start_s": 56.1, "end_s": 58.2, "text_en": "Okay, I'll talk and call you later.", "text_native": "ठीक है, मैं बात करता हूं बाद में आपसे कॉल करता हूं।" }, { "ucid": "34972178964130071", "idx": 24, "speaker": "agent", "start_s": 58.4, "end_s": 60.2, "text_en": "Okay sir, I'll message you after finding out.", "text_native": "ठीक है सर, मैं आपको मेसेज कर देता हूं पता करके।" } ], "steps": [ { "ucid": "34972178964130071", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello, sir, this is Kartik speaking from JSW One.", "comment": "The agent did not use the customer's name or ask for permission to speak." }, { "ucid": "34972178964130071", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, do you currently have any requirement for HR from your company, Standard Steel?", "comment": "The agent skipped the hook and went directly to a requirement check, allowing the customer to take control of the call." }, { "ucid": "34972178964130071", "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 agent only reacted to the customer's price inquiries." }, { "ucid": "34972178964130071", "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 identify customer needs." }, { "ucid": "34972178964130071", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, do you currently have any requirement for HR from your company, Standard Steel?", "comment": "The agent asked about a requirement for one product (HR), but when the customer pivoted to another (TPGL), the agent failed to capture any specific details like quantity, full spec, or location." }, { "ucid": "34972178964130071", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay sir, I'll message you after finding out.", "comment": "The next step is vague and non-committal; it is not a quote with a turnaround or a scheduled callback." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }