{ "ucid": "34972178964708241", "call_date": "2026-09-17", "start_time": "2026-09-17 17:41:22", "end_time": "2026-09-17 17:43:30", "duration_sec": 128, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAae7a8b91b1c63451a0d8890b9cafc206.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1478, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964708241__DIAae7a8b91b1c63451a0d8890b9cafc206.mp3", "audio_bytes": 282096, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 94.032, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[3s] AGENT: Hello?\n[4s] CUSTOMER: Hello?\n[5s] AGENT: Yes. (हां जी।)\n[5s] AGENT: Mr. Zafar from Techcom Precision?\n[7s] CUSTOMER: Uh yes sir.\n[9s] AGENT: Uh Sudeep here from JSW One MSME.\n[11s] CUSTOMER: Okay, tell me sir. (Okay, बोलिए सर।)\n[12s] AGENT: This company of yours was registered on our portal, for the Pune location. Regarding steel procurement for (ये आपकी कंपनी रजिस्टर्ड हुई थी पोर्टल पर हमारे, पुणे लोकेशन के लिए। स्टील प्रोक्योरमेंट को लेके फॉर)\n[17s] CUSTOMER: When? (कभी?)\n[18s] AGENT: Can I speak with Mr. Zafar? (ये ज़ाफर जी से बात हो सकती है क्या मेरी?)\n[20s] CUSTOMER: Uh sir, he is not in the company right now. (अ सर अभी वो नहीं है कंपनी में।)\n[22s] AGENT: Oh, he is not in the company right now. So do you handle procurement now? (अच्छा वो नहीं है अभी कंपनी में। तो अभी आप प्रोक्योरमेंट देखते हो?)\n[24s] CUSTOMER: Yes. (हां।)\n[25s] AGENT: Okay. What is your name, madam? (Okay. आपका नाम क्या है मैडम?)\n[26s] CUSTOMER: Amrita. (अमृता।)\n[27s] AGENT: Sorry?\n[28s] CUSTOMER: Amrita, Amrita. (अमृता, अमृता।)\n[29s] AGENT: Amrita ma'am. Okay. Amrita ma'am, actually this company of ours, JSW One MSME, from this company's portal, we supply steel. (अमृता मैम। Okay. अमृता मैम, actually ये जो कंपनी है हमारी JSW One MSME, ये कंपनी से हम पोर्टल से हम स्टील सप्लाई करते हैं।)\n[33s] AGENT: So initially we were in touch with Mr. Zafar Gaadiwale. And in the system, already, let's say, an inquiry has been made four to five times. But unfortunately there was no order placed from your end. (So initially we were in touch with Mr. Zafar Gaadiwale. और सिस्टम में ऑलरेडी एक पकड़ के चलो चार से पांच बार इंक्वायरी बनी है। But unfortunately there was no order placed from your end.)\n[39s] AGENT: And your company's registration was done in 2024, in the month of October. (और आपका कंपनी का रजिस्ट्रेशन हुआ था 2024 में, अक्टूबर महीने में।)\n[42s] CUSTOMER: Okay.\n[43s] AGENT: Okay? So please discuss with your team once, Amrita ma'am, and if there is any requirement, please connect with me. I will forward my official number to you on WhatsApp. (Okay? तो एक बार प्लीज अपने टीम के साथ डिस्कस कीजिए आप अमृता मैम और कुछ रिक्वायरमेंट हो तो प्लीज कनेक्ट विथ मी। मैं आपको WhatsApp पे मेरा ऑफिशियल नंबर फॉरवर्ड कर दूंगा।)\n[48s] CUSTOMER: Okay sir, I will let you know. (Okay sir, मैं आपको बताती हूं।)\n[50s] AGENT: Okay. Don't call on this number, this is a system number, the call won't connect. The number I am WhatsApping you, that is my active number, okay? (ठीक है। ये नंबर पे कॉल मत कीजिए, ये सिस्टम का नंबर है, इसपे कॉल नहीं लगेगा। मैं आपको जो WhatsApp कर रहा हूं ना, वो नंबर मेरा एक्टिव नंबर है, okay?)\n[54s] CUSTOMER: Oh, okay sir. (अच्छा, ठीक है सर।)\n[55s] AGENT: Okay, thank you. (ठीक, thank you.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 27, "connected": 1, "audio_notes": "clear: Slight background chatter on the agent's side, but it doesn't impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "27 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": "After finding the right contact, you immediately ended the call. You must attempt discovery on every call to uncover potential needs instead of placing the burden on the customer to call back.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "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": "Agent contacted Techcom Precision and found the original contact was unavailable. He spoke with a new contact, Amrita, who handles procurement. The agent provided context on the company's past registration and inquiries, then sent his contact number and asked her to reach out if a need arises. The call ended without any discovery or qualification.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh Sudeep here from JSW One MSME. ... Mr. Zafar from Techcom Precision?\", \"comment\": \"Agent successfully identified himself, the company, and the customer, and received implicit permission to proceed when the customer said 'Okay, tell me sir.'\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead giving historical context about past inquiries and registration.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, material needs, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to make them relevant.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not actively ask if a requirement exists, instead passively telling the customer to get in touch 'if there is any requirement'.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will forward my official number to you on WhatsApp.\", \"comment\": \"No committed next step was established; sending a number and asking the customer to call back is not a specific, agent-owned action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"After finding the right contact, you immediately ended the call. You must attempt discovery on every call to uncover potential needs instead of placing the burden on the customer to call back.\", \"segment_detected\": \"manufacturing\", \"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\": \"Agent contacted Techcom Precision and found the original contact was unavailable. He spoke with a new contact, Amrita, who handles procurement. The agent provided context on the company's past registration and inquiries, then sent his contact number and asked her to reach out if a need arises. The call ended without any discovery or qualification.\"}", "error": null, "latency_ms": 28909, "input_tokens": 3434, "output_tokens": 743, "created_at": "2026-09-25 11:59:36", "sentiment": "positive", "sentiment_score": 0.26, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.806, "agent_talk_sec": 36.9, "customer_talk_sec": 8.9, "dead_air_sec": 82.2, "longest_monologue_sec": 12.9, "agent_wpm": 305.7, "interruptions": 0, "agent_turns": 15, "customer_turns": 12, "discovery_qs": 8, "words_agent": 188, "words_customer": 35, "monologue_heavy": 1, "turns": [ { "ucid": "34972178964708241", "idx": 0, "speaker": "customer", "start_s": 1.48, "end_s": 2.08, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178964708241", "idx": 1, "speaker": "agent", "start_s": 3.11, "end_s": 3.58, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178964708241", "idx": 2, "speaker": "customer", "start_s": 3.9, "end_s": 4.36, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178964708241", "idx": 3, "speaker": "agent", "start_s": 4.72, "end_s": 5.1, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178964708241", "idx": 4, "speaker": "agent", "start_s": 5.1, "end_s": 6.98, "text_en": "Mr. Zafar from Techcom Precision?", "text_native": "Mr. Zafar from Techcom Precision?" }, { "ucid": "34972178964708241", "idx": 5, "speaker": "customer", "start_s": 7.38, "end_s": 8.1, "text_en": "Uh yes sir.", "text_native": "Uh yes sir." }, { "ucid": "34972178964708241", "idx": 6, "speaker": "agent", "start_s": 8.7, "end_s": 10.4, "text_en": "Uh Sudeep here from JSW One MSME.", "text_native": "Uh Sudeep here from JSW One MSME." }, { "ucid": "34972178964708241", "idx": 7, "speaker": "customer", "start_s": 10.9, "end_s": 11.78, "text_en": "Okay, tell me sir.", "text_native": "Okay, बोलिए सर।" }, { "ucid": "34972178964708241", "idx": 8, "speaker": "agent", "start_s": 11.99, "end_s": 16.2, "text_en": "This company of yours was registered on our portal, for the Pune location. Regarding steel procurement for", "text_native": "ये आपकी कंपनी रजिस्टर्ड हुई थी पोर्टल पर हमारे, पुणे लोकेशन के लिए। स्टील प्रोक्योरमेंट को लेके फॉर" }, { "ucid": "34972178964708241", "idx": 9, "speaker": "customer", "start_s": 16.53, "end_s": 17.03, "text_en": "When?", "text_native": "कभी?" }, { "ucid": "34972178964708241", "idx": 10, "speaker": "agent", "start_s": 17.87, "end_s": 19.4, "text_en": "Can I speak with Mr. Zafar?", "text_native": "ये ज़ाफर जी से बात हो सकती है क्या मेरी?" }, { "ucid": "34972178964708241", "idx": 11, "speaker": "customer", "start_s": 19.88, "end_s": 21.3, "text_en": "Uh sir, he is not in the company right now.", "text_native": "अ सर अभी वो नहीं है कंपनी में।" }, { "ucid": "34972178964708241", "idx": 12, "speaker": "agent", "start_s": 21.87, "end_s": 24.1, "text_en": "Oh, he is not in the company right now. So do you handle procurement now?", "text_native": "अच्छा वो नहीं है अभी कंपनी में। तो अभी आप प्रोक्योरमेंट देखते हो?" }, { "ucid": "34972178964708241", "idx": 13, "speaker": "customer", "start_s": 24.4, "end_s": 24.7, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "34972178964708241", "idx": 14, "speaker": "agent", "start_s": 25.2, "end_s": 26.3, "text_en": "Okay. What is your name, madam?", "text_native": "Okay. आपका नाम क्या है मैडम?" }, { "ucid": "34972178964708241", "idx": 15, "speaker": "customer", "start_s": 26.5, "end_s": 27.0, "text_en": "Amrita.", "text_native": "अमृता।" }, { "ucid": "34972178964708241", "idx": 16, "speaker": "agent", "start_s": 27.2, "end_s": 27.6, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "34972178964708241", "idx": 17, "speaker": "customer", "start_s": 27.8, "end_s": 28.6, "text_en": "Amrita, Amrita.", "text_native": "अमृता, अमृता।" }, { "ucid": "34972178964708241", "idx": 18, "speaker": "agent", "start_s": 28.9, "end_s": 33.4, "text_en": "Amrita ma'am. Okay. Amrita ma'am, actually this company of ours, JSW One MSME, from this company's portal, we supply steel.", "text_native": "अमृता मैम। Okay. अमृता मैम, actually ये जो कंपनी है हमारी JSW One MSME, ये कंपनी से हम पोर्टल से हम स्टील सप्लाई करते हैं।" }, { "ucid": "34972178964708241", "idx": 19, "speaker": "agent", "start_s": 33.4, "end_s": 39.0, "text_en": "So initially we were in touch with Mr. Zafar Gaadiwale. And in the system, already, let's say, an inquiry has been made four to five times. But unfortunately there was no order placed from your end.", "text_native": "So initially we were in touch with Mr. Zafar Gaadiwale. और सिस्टम में ऑलरेडी एक पकड़ के चलो चार से पांच बार इंक्वायरी बनी है। But unfortunately there was no order placed from your end." }, { "ucid": "34972178964708241", "idx": 20, "speaker": "agent", "start_s": 39.0, "end_s": 41.8, "text_en": "And your company's registration was done in 2024, in the month of October.", "text_native": "और आपका कंपनी का रजिस्ट्रेशन हुआ था 2024 में, अक्टूबर महीने में।" }, { "ucid": "34972178964708241", "idx": 21, "speaker": "customer", "start_s": 42.1, "end_s": 42.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178964708241", "idx": 22, "speaker": "agent", "start_s": 43.1, "end_s": 48.0, "text_en": "Okay? So please discuss with your team once, Amrita ma'am, and if there is any requirement, please connect with me. I will forward my official number to you on WhatsApp.", "text_native": "Okay? तो एक बार प्लीज अपने टीम के साथ डिस्कस कीजिए आप अमृता मैम और कुछ रिक्वायरमेंट हो तो प्लीज कनेक्ट विथ मी। मैं आपको WhatsApp पे मेरा ऑफिशियल नंबर फॉरवर्ड कर दूंगा।" }, { "ucid": "34972178964708241", "idx": 23, "speaker": "customer", "start_s": 48.0, "end_s": 49.4, "text_en": "Okay sir, I will let you know.", "text_native": "Okay sir, मैं आपको बताती हूं।" }, { "ucid": "34972178964708241", "idx": 24, "speaker": "agent", "start_s": 49.5, "end_s": 54.0, "text_en": "Okay. Don't call on this number, this is a system number, the call won't connect. The number I am WhatsApping you, that is my active number, okay?", "text_native": "ठीक है। ये नंबर पे कॉल मत कीजिए, ये सिस्टम का नंबर है, इसपे कॉल नहीं लगेगा। मैं आपको जो WhatsApp कर रहा हूं ना, वो नंबर मेरा एक्टिव नंबर है, okay?" }, { "ucid": "34972178964708241", "idx": 25, "speaker": "customer", "start_s": 54.3, "end_s": 55.1, "text_en": "Oh, okay sir.", "text_native": "अच्छा, ठीक है सर।" }, { "ucid": "34972178964708241", "idx": 26, "speaker": "agent", "start_s": 55.4, "end_s": 56.1, "text_en": "Okay, thank you.", "text_native": "ठीक, thank you." } ], "steps": [ { "ucid": "34972178964708241", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh Sudeep here from JSW One MSME. ... Mr. Zafar from Techcom Precision?", "comment": "Agent successfully identified himself, the company, and the customer, and received implicit permission to proceed when the customer said 'Okay, tell me sir.'" }, { "ucid": "34972178964708241", "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 giving historical context about past inquiries and registration." }, { "ucid": "34972178964708241", "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 about the customer's business, material needs, volume, or suppliers." }, { "ucid": "34972178964708241", "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 make them relevant." }, { "ucid": "34972178964708241", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not actively ask if a requirement exists, instead passively telling the customer to get in touch 'if there is any requirement'." }, { "ucid": "34972178964708241", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will forward my official number to you on WhatsApp.", "comment": "No committed next step was established; sending a number and asking the customer to call back is not a specific, agent-owned action." } ], "objections": [], "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": [] }