{ "ucid": "34972178964196443", "call_date": "2026-09-17", "start_time": "2026-09-17 16:16:04", "end_time": "2026-09-17 16:17:07", "duration_sec": 63, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA65b0663f7906ee6a6d4478e03b00f029.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1509, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964196443__DIA65b0663f7906ee6a6d4478e03b00f029.mp3", "audio_bytes": 136296, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 45.432, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (हेलो।)\n[3s] AGENT: Hello. Am I speaking with Laksh ji from AC Steel? (हेलो। लक्ष जी बात कर रहे हैं ए सी स्टील से?)\n[6s] CUSTOMER: Yes, tell me sir. (हाँ बोलिए सर।)\n[7s] AGENT: I was calling from JSW One, hello. (जे एस डब्ल्यू वन से बात कर रहा था, नमस्कार।)\n[9s] CUSTOMER: Yes brother, tell me. (हाँ भाई बोलिए ना।)\n[10s] AGENT: Sir, your account has been registered for a long time, so I just wanted to know if you have any order to place right now? (आपका सर काफी टाइम से अकाउंट रजिस्टर्ड है, तो थोड़ा मतलब जानना था अभी कुछ है ऑर्डर करने का?)\n[16s] CUSTOMER: No sir, not right now. I have already made the purchase. Not right now. If there is anything, I will contact you, sir. (नहीं सर अभी तो नहीं है। परचेस परचेस मैंने कर लिया है। अभी तो नहीं है। कुछ भी रहेगा तो मैं कांटेक्ट करता हूं आपको सर।)\n[21s] AGENT: So when is the next purchasing being planned, sir? (तो अभी नेक्स्ट परचेसिंग कब प्लान हो रहा है सर?)\n[23s] CUSTOMER: Next... next... what is it now? Yes, next... today is the 17th. I will call next week, sir. (नेक्स्ट... नेक्स्ट... अभी क्या चल रहा है ये? हां, नेक्स्ट... आज सत्रह तारीख हो गई। नेक्स्ट वीक में करूंगा सर मैं फोन।)\n[29s] AGENT: So I will call once next week on Monday, okay? (तो नेक्स्ट वीक एक बार कॉल करता हूं मैं मंडे में, ठीक है?)\n[32s] CUSTOMER: Yes yes, Monday... call on Tuesday. Okay. (हाँ हाँ, मंडे, ट्यूसडे में करिए। ओके।)\n[34s] AGENT: Yes yes. Okay. (जी जी। ओके।)\n[35s] CUSTOMER: Hmm. (हम्म।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: Some background chatter typical of a call center environment, but the main speakers are clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You did well to secure a specific callback time, but open your next call with a compelling hook and ask discovery questions before asking for the order.", "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 contacted a registered customer to check for an immediate requirement. The customer confirmed they had already made a purchase and had no current need. The agent successfully scheduled a follow-up call for the following Tuesday to discuss future requirements.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello. Am I speaking with Laksh ji from AC Steel? ... I was calling from JSW One, hello.\", \"comment\": \"Agent greeted, used the customer and company name, and identified JSW One, gaining implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook; instead, they immediately asked if the customer had an order.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any discovery questions about the customer's business, manufacturing, or procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I just wanted to know if you have any order to place right now?\", \"comment\": \"Agent successfully qualified for a current requirement, and upon learning there was none, asked about future purchasing plans.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So I will call once next week on Monday, okay? ... Yes yes, Monday... call on Tuesday. Okay.\", \"comment\": \"Agent proposed a specific next step and confirmed an agreed-upon callback time with the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You did well to secure a specific callback time, but open your next call with a compelling hook and ask discovery questions before asking for the order.\", \"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\": [], \"call_summary\": \"The agent contacted a registered customer to check for an immediate requirement. The customer confirmed they had already made a purchase and had no current need. The agent successfully scheduled a follow-up call for the following Tuesday to discuss future requirements.\"}", "error": null, "latency_ms": 25490, "input_tokens": 3019, "output_tokens": 722, "created_at": "2026-09-25 12:00:45", "sentiment": "positive", "sentiment_score": 0.413, "sentiment_confidence": "high", "pos": 8, "neg": 1, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.518, "agent_talk_sec": 15.8, "customer_talk_sec": 14.7, "dead_air_sec": 32.5, "longest_monologue_sec": 5.1, "agent_wpm": 243.0, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 4, "words_agent": 64, "words_customer": 58, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964196443", "idx": 0, "speaker": "customer", "start_s": 1.9, "end_s": 2.3, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "34972178964196443", "idx": 1, "speaker": "agent", "start_s": 2.7, "end_s": 5.8, "text_en": "Hello. Am I speaking with Laksh ji from AC Steel?", "text_native": "हेलो। लक्ष जी बात कर रहे हैं ए सी स्टील से?" }, { "ucid": "34972178964196443", "idx": 2, "speaker": "customer", "start_s": 6.0, "end_s": 6.7, "text_en": "Yes, tell me sir.", "text_native": "हाँ बोलिए सर।" }, { "ucid": "34972178964196443", "idx": 3, "speaker": "agent", "start_s": 6.8, "end_s": 8.8, "text_en": "I was calling from JSW One, hello.", "text_native": "जे एस डब्ल्यू वन से बात कर रहा था, नमस्कार।" }, { "ucid": "34972178964196443", "idx": 4, "speaker": "customer", "start_s": 9.4, "end_s": 10.2, "text_en": "Yes brother, tell me.", "text_native": "हाँ भाई बोलिए ना।" }, { "ucid": "34972178964196443", "idx": 5, "speaker": "agent", "start_s": 10.4, "end_s": 15.5, "text_en": "Sir, your account has been registered for a long time, so I just wanted to know if you have any order to place right now?", "text_native": "आपका सर काफी टाइम से अकाउंट रजिस्टर्ड है, तो थोड़ा मतलब जानना था अभी कुछ है ऑर्डर करने का?" }, { "ucid": "34972178964196443", "idx": 6, "speaker": "customer", "start_s": 15.6, "end_s": 20.8, "text_en": "No sir, not right now. I have already made the purchase. Not right now. If there is anything, I will contact you, sir.", "text_native": "नहीं सर अभी तो नहीं है। परचेस परचेस मैंने कर लिया है। अभी तो नहीं है। कुछ भी रहेगा तो मैं कांटेक्ट करता हूं आपको सर।" }, { "ucid": "34972178964196443", "idx": 7, "speaker": "agent", "start_s": 21.0, "end_s": 23.3, "text_en": "So when is the next purchasing being planned, sir?", "text_native": "तो अभी नेक्स्ट परचेसिंग कब प्लान हो रहा है सर?" }, { "ucid": "34972178964196443", "idx": 8, "speaker": "customer", "start_s": 23.4, "end_s": 28.8, "text_en": "Next... next... what is it now? Yes, next... today is the 17th. I will call next week, sir.", "text_native": "नेक्स्ट... नेक्स्ट... अभी क्या चल रहा है ये? हां, नेक्स्ट... आज सत्रह तारीख हो गई। नेक्स्ट वीक में करूंगा सर मैं फोन।" }, { "ucid": "34972178964196443", "idx": 9, "speaker": "agent", "start_s": 28.9, "end_s": 31.2, "text_en": "So I will call once next week on Monday, okay?", "text_native": "तो नेक्स्ट वीक एक बार कॉल करता हूं मैं मंडे में, ठीक है?" }, { "ucid": "34972178964196443", "idx": 10, "speaker": "customer", "start_s": 31.5, "end_s": 33.5, "text_en": "Yes yes, Monday... call on Tuesday. Okay.", "text_native": "हाँ हाँ, मंडे, ट्यूसडे में करिए। ओके।" }, { "ucid": "34972178964196443", "idx": 11, "speaker": "agent", "start_s": 33.8, "end_s": 34.8, "text_en": "Yes yes. Okay.", "text_native": "जी जी। ओके।" }, { "ucid": "34972178964196443", "idx": 12, "speaker": "customer", "start_s": 35.0, "end_s": 35.2, "text_en": "Hmm.", "text_native": "हम्म।" } ], "steps": [ { "ucid": "34972178964196443", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Hello. Am I speaking with Laksh ji from AC Steel? ... I was calling from JSW One, hello.", "comment": "Agent greeted, used the customer and company name, and identified JSW One, gaining implicit permission to proceed." }, { "ucid": "34972178964196443", "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 hook; instead, they immediately asked if the customer had an order." }, { "ucid": "34972178964196443", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any discovery questions about the customer's business, manufacturing, or procurement." }, { "ucid": "34972178964196443", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was done, and consequently, no USPs were pitched." }, { "ucid": "34972178964196443", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I just wanted to know if you have any order to place right now?", "comment": "Agent successfully qualified for a current requirement, and upon learning there was none, asked about future purchasing plans." }, { "ucid": "34972178964196443", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "So I will call once next week on Monday, okay? ... Yes yes, Monday... call on Tuesday. Okay.", "comment": "Agent proposed a specific next step and confirmed an agreed-upon callback time with the customer." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }