{ "ucid": "34972178964710411", "call_date": "2026-09-17", "start_time": "2026-09-17 17:41:44", "end_time": "2026-09-17 17:42:42", "duration_sec": 58, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe9127cdad599d779ab55abd3da875ddb.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1476, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964710411__DIAe9127cdad599d779ab55abd3da875ddb.mp3", "audio_bytes": 124632, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 41.544, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Yes. (हाँ जी।)\n[4s] AGENT: Hello. Sir, greetings. This is Abdul speaking, sir, from JSW One. (हेलो। सर, नमस्कार। अब्दुल बात कर रहा हूं सर, JSW One से।)\n[7s] CUSTOMER: Yes. (हाँ जी।)\n[8s] AGENT: Sir, do you have any requirement in steel? (सर जी, कुछ रिक्वायरमेंट है क्या स्टील में?)\n[10s] CUSTOMER: Do you make pipes, pipes? (पाइप बनाते हैं आप पाइप?)\n[12s] AGENT: Sir, we don't make pipes, sir. We can get it done in HR plate, HR, CR, GP, GI, in all these. (सर, पाइप तो नहीं बनाते सर। HR प्लेट में, HR, CR, GP, GI, इस सब में करा सकते हैं।)\n[16s] CUSTOMER: Man, requirements do come, but your rates are very high, that's why we could never do business. (यार, रिक्वायरमेंट आती है लेकिन आपके ना रेट बड़े हाई होते हैं इसलिए कभी काम हो नहीं पाया।)\n[19s] AGENT: No sir, it's not like that, sir. The rate is not too high. Actually, for the first time onboarding, it takes a little. The market rate, once you are onboarded on my system, the rate becomes a little lower, sir. It's not a big issue. It takes a little time to get onboarded. (नहीं सर, ऐसी बात नहीं है सर। रेट ज्यादा हाई नहीं होता है। एक्चुअली फर्स्ट टाइम ऑनबोर्ड करने के लिए थोड़ा लगता है। मार्केट का रेट, एक बार आप ऑनबोर्ड हो जाएंगे ना मेरे सिस्टम पे, तो थोड़ा रेट कम हो जाता है सर। ज्यादा इशू नहीं है। ऑनबोर्ड होने के लिए थोड़ा टाइम लगता है।)\n[26s] CUSTOMER: If there is any requirement, I will let you know, okay? (कोई रिक्वायरमेंट होगी तो बताऊंगा, ठीक है?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: Some background noise on the agent's side, but the conversation is clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 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 must follow the call structure: start with the opener to get permission, then deliver the supply hook before asking for the customer's requirement.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "pipes", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer first inquired about pipes, which the agent confirmed they do not supply. The customer then raised a price objection based on past experience. The agent attempted to counter the objection by mentioning a lower rate after onboarding, but failed to secure a specific requirement or next step before the customer ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook, instead opening with a generic discovery question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions; the customer took control of the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not capture any details of a specific requirement (grade, size, quantity).\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the customer's vague promise to call back; the agent did not set a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the call structure: start with the opener to get permission, then deliver the supply hook before asking for the customer's requirement.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"pipes\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"your rates are very high, that's why we could never do business.\", \"response\": \"No sir, it's not like that, sir. The rate is not too high. Actually, for the first time onboarding, it takes a little. The market rate, once you are onboarded on my system, the rate becomes a little lower, sir.\"}], \"call_summary\": \"The customer first inquired about pipes, which the agent confirmed they do not supply. The customer then raised a price objection based on past experience. The agent attempted to counter the objection by mentioning a lower rate after onboarding, but failed to secure a specific requirement or next step before the customer ended the call.\"}", "error": null, "latency_ms": 31467, "input_tokens": 3000, "output_tokens": 793, "created_at": "2026-09-25 11:59:34", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.689, "agent_talk_sec": 15.1, "customer_talk_sec": 6.8, "dead_air_sec": 36.1, "longest_monologue_sec": 7.0, "agent_wpm": 373.5, "interruptions": 0, "agent_turns": 5, "customer_turns": 6, "discovery_qs": 1, "words_agent": 94, "words_customer": 36, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964710411", "idx": 0, "speaker": "customer", "start_s": 1.38, "end_s": 1.8, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178964710411", "idx": 1, "speaker": "agent", "start_s": 2.9, "end_s": 3.23, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178964710411", "idx": 2, "speaker": "customer", "start_s": 3.77, "end_s": 4.1, "text_en": "Yes.", "text_native": "हाँ जी।" }, { "ucid": "34972178964710411", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 6.9, "text_en": "Hello. Sir, greetings. This is Abdul speaking, sir, from JSW One.", "text_native": "हेलो। सर, नमस्कार। अब्दुल बात कर रहा हूं सर, JSW One से।" }, { "ucid": "34972178964710411", "idx": 4, "speaker": "customer", "start_s": 7.4, "end_s": 7.71, "text_en": "Yes.", "text_native": "हाँ जी।" }, { "ucid": "34972178964710411", "idx": 5, "speaker": "agent", "start_s": 8.0, "end_s": 9.7, "text_en": "Sir, do you have any requirement in steel?", "text_native": "सर जी, कुछ रिक्वायरमेंट है क्या स्टील में?" }, { "ucid": "34972178964710411", "idx": 6, "speaker": "customer", "start_s": 10.47, "end_s": 11.38, "text_en": "Do you make pipes, pipes?", "text_native": "पाइप बनाते हैं आप पाइप?" }, { "ucid": "34972178964710411", "idx": 7, "speaker": "agent", "start_s": 11.68, "end_s": 15.1, "text_en": "Sir, we don't make pipes, sir. We can get it done in HR plate, HR, CR, GP, GI, in all these.", "text_native": "सर, पाइप तो नहीं बनाते सर। HR प्लेट में, HR, CR, GP, GI, इस सब में करा सकते हैं।" }, { "ucid": "34972178964710411", "idx": 8, "speaker": "customer", "start_s": 15.9, "end_s": 19.1, "text_en": "Man, requirements do come, but your rates are very high, that's why we could never do business.", "text_native": "यार, रिक्वायरमेंट आती है लेकिन आपके ना रेट बड़े हाई होते हैं इसलिए कभी काम हो नहीं पाया।" }, { "ucid": "34972178964710411", "idx": 9, "speaker": "agent", "start_s": 19.2, "end_s": 26.2, "text_en": "No sir, it's not like that, sir. The rate is not too high. Actually, for the first time onboarding, it takes a little. The market rate, once you are onboarded on my system, the rate becomes a little lower, sir. It's not a big issue. It takes a little time to get onboarded.", "text_native": "नहीं सर, ऐसी बात नहीं है सर। रेट ज्यादा हाई नहीं होता है। एक्चुअली फर्स्ट टाइम ऑनबोर्ड करने के लिए थोड़ा लगता है। मार्केट का रेट, एक बार आप ऑनबोर्ड हो जाएंगे ना मेरे सिस्टम पे, तो थोड़ा रेट कम हो जाता है सर। ज्यादा इशू नहीं है। ऑनबोर्ड होने के लिए थोड़ा टाइम लगता है।" }, { "ucid": "34972178964710411", "idx": 10, "speaker": "customer", "start_s": 26.2, "end_s": 27.8, "text_en": "If there is any requirement, I will let you know, okay?", "text_native": "कोई रिक्वायरमेंट होगी तो बताऊंगा, ठीक है?" } ], "steps": [ { "ucid": "34972178964710411", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak, instead jumping directly to asking for a requirement." }, { "ucid": "34972178964710411", "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 supply or price hook, instead opening with a generic discovery question." }, { "ucid": "34972178964710411", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the required discovery questions; the customer took control of the conversation." }, { "ucid": "34972178964710411", "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; the conversation did not progress to the pitch stage." }, { "ucid": "34972178964710411", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not capture any details of a specific requirement (grade, size, quantity)." }, { "ucid": "34972178964710411", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended with the customer's vague promise to call back; the agent did not set a specific next step." } ], "objections": [ { "ucid": "34972178964710411", "obj_type": "price", "state": "mishandled", "evidence": "your rates are very high, that's why we could never do business.", "response": "No sir, it's not like that, sir. The rate is not too high. Actually, for the first time onboarding, it takes a little. The market rate, once you are onboarded on my system, the rate becomes a little lower, sir." } ], "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": [] }