{ "ucid": "34972178964832931", "call_date": "2026-09-17", "start_time": "2026-09-17 18:02:09", "end_time": "2026-09-17 18:04:00", "duration_sec": 111, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfeb7a3ecbd24d706395c159b261dc481.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1468, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964832931__DIAfeb7a3ecbd24d706395c159b261dc481.mp3", "audio_bytes": 298296, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 99.432, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[16s] CUSTOMER: Hello. (हॅलो.)\n[18s] AGENT: Hello. (हॅलो.)\n[18s] AGENT: Uh sir, I'm calling from JSW One. (अं सर JSW One मधून बोलतोय मी.)\n[20s] CUSTOMER: From where? (कुठून?)\n[20s] AGENT: Sir, I'm calling from JSW One, Jindal Steel Works Mumbai. (सर मी JSW One मधून बोलतोय, Jindal Steel Works Mumbai.)\n[23s] CUSTOMER: Yes sir, tell me. (हा सर बोला ना.)\n[24s] AGENT: Uh sir, is there any requirement currently in HR CR? (अं सर काही आहे सध्या requirement HR CR मध्ये?)\n[27s] CUSTOMER: Uh no. Actually you... do you... do you want to sell or are you searching for something? (अं नाही. Actually तुम्ही तुम्हाला तुम्हाला sell करायचंय का तुम्ही search करताय काही गोष्ट?)\n[31s] AGENT: No no, I am selling, sir. I am calling from JSW One MSME Jindal Steel Works' head office. (नाही नाही मी sell करतोय सर. मी JSW One MSME Jindal Steel Works च्या head office मधून बोलतोय.)\n[35s] CUSTOMER: Okay okay. No sir, there is no requirement right now. But I supply biomass pellets and briquettes to industries. Like JSW and all, those industries need boilers, right, I supply for that. (Okay okay. नाही सर आता काही requirement नाहीये. पण मी biomass pellets आणि briquettes supply करतो industries ला. Like JSW वगैरे, त्या industries ला boilers लागतात ना, त्याच्यासाठी मी supply करतो.)\n[43s] AGENT: Okay.\n[45s] CUSTOMER: So I guess you must have received some wrong information. (So I guess काहीतरी चुकीची information आली असेल तुम्हाला.)\n[48s] AGENT: No problem. (काय हरकत नाही.)\n[50s] CUSTOMER: Yes, it's fine. (हा चालेल.)\n[50s] CUSTOMER: If you have any requirement related to this, about biomass fuel, then you can surely let me know. (तुम्हाला काही requirement असेल या related, biomass fuel बद्दल, तर मग मला नक्की सुचवू शकता तुम्ही.)\n[54s] AGENT: I... I will forward your number to the plant team. If they require something, they'll let you know. (मी मी plant team ला तुमचा number forward करतो. If they require something, they'll let you know.)\n[58s] CUSTOMER: Okay okay, okay sir.\n[59s] AGENT: Perfect. Thank you.\n[60s] CUSTOMER: Okay, thank you.\n[62s] AGENT: Thank you.", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 20, "connected": 1, "audio_notes": "noisy: Significant call center background noise is present on the agent's side, but the primary speakers are mostly clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "20 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": "Always open the call by asking for permission to speak and then deliver the supply-led hook before asking if they have a 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": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead who turned out to be a supplier of biomass fuel, not a user of steel. The agent asked about a requirement for HR/CR, and the customer clarified the business mismatch. The call ended politely after the agent offered to pass the customer's details to the relevant internal team.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, jumping directly into a question about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening with a direct qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately clarified they were not a steel user.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage as the lead was disqualified early.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement currently in HR CR?\", \"comment\": \"Agent successfully executed the intent of this step by asking if a current requirement existed.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No sales-related next step was established; the call ended after the lead was disqualified.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always open the call by asking for permission to speak and then deliver the supply-led hook before asking if they have a 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\": 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 lead who turned out to be a supplier of biomass fuel, not a user of steel. The agent asked about a requirement for HR/CR, and the customer clarified the business mismatch. The call ended politely after the agent offered to pass the customer's details to the relevant internal team.\"}", "error": null, "latency_ms": 30709, "input_tokens": 3198, "output_tokens": 676, "created_at": "2026-09-25 11:59:16", "sentiment": "positive", "sentiment_score": 0.166, "sentiment_confidence": "high", "pos": 13, "neg": 4, "lex_hits": 19, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.405, "agent_talk_sec": 15.0, "customer_talk_sec": 22.0, "dead_air_sec": 74.0, "longest_monologue_sec": 3.6, "agent_wpm": 288.0, "interruptions": 0, "agent_turns": 10, "customer_turns": 10, "discovery_qs": 1, "words_agent": 72, "words_customer": 94, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964832931", "idx": 0, "speaker": "customer", "start_s": 15.86, "end_s": 16.33, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "34972178964832931", "idx": 1, "speaker": "agent", "start_s": 17.6, "end_s": 18.0, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "34972178964832931", "idx": 2, "speaker": "agent", "start_s": 18.21, "end_s": 19.5, "text_en": "Uh sir, I'm calling from JSW One.", "text_native": "अं सर JSW One मधून बोलतोय मी." }, { "ucid": "34972178964832931", "idx": 3, "speaker": "customer", "start_s": 19.8, "end_s": 20.17, "text_en": "From where?", "text_native": "कुठून?" }, { "ucid": "34972178964832931", "idx": 4, "speaker": "agent", "start_s": 20.38, "end_s": 22.4, "text_en": "Sir, I'm calling from JSW One, Jindal Steel Works Mumbai.", "text_native": "सर मी JSW One मधून बोलतोय, Jindal Steel Works Mumbai." }, { "ucid": "34972178964832931", "idx": 5, "speaker": "customer", "start_s": 23.1, "end_s": 23.9, "text_en": "Yes sir, tell me.", "text_native": "हा सर बोला ना." }, { "ucid": "34972178964832931", "idx": 6, "speaker": "agent", "start_s": 24.3, "end_s": 26.5, "text_en": "Uh sir, is there any requirement currently in HR CR?", "text_native": "अं सर काही आहे सध्या requirement HR CR मध्ये?" }, { "ucid": "34972178964832931", "idx": 7, "speaker": "customer", "start_s": 27.2, "end_s": 31.3, "text_en": "Uh no. Actually you... do you... do you want to sell or are you searching for something?", "text_native": "अं नाही. Actually तुम्ही तुम्हाला तुम्हाला sell करायचंय का तुम्ही search करताय काही गोष्ट?" }, { "ucid": "34972178964832931", "idx": 8, "speaker": "agent", "start_s": 31.3, "end_s": 34.9, "text_en": "No no, I am selling, sir. I am calling from JSW One MSME Jindal Steel Works' head office.", "text_native": "नाही नाही मी sell करतोय सर. मी JSW One MSME Jindal Steel Works च्या head office मधून बोलतोय." }, { "ucid": "34972178964832931", "idx": 9, "speaker": "customer", "start_s": 35.4, "end_s": 42.9, "text_en": "Okay okay. No sir, there is no requirement right now. But I supply biomass pellets and briquettes to industries. Like JSW and all, those industries need boilers, right, I supply for that.", "text_native": "Okay okay. नाही सर आता काही requirement नाहीये. पण मी biomass pellets आणि briquettes supply करतो industries ला. Like JSW वगैरे, त्या industries ला boilers लागतात ना, त्याच्यासाठी मी supply करतो." }, { "ucid": "34972178964832931", "idx": 10, "speaker": "agent", "start_s": 43.2, "end_s": 43.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178964832931", "idx": 11, "speaker": "customer", "start_s": 45.3, "end_s": 48.0, "text_en": "So I guess you must have received some wrong information.", "text_native": "So I guess काहीतरी चुकीची information आली असेल तुम्हाला." }, { "ucid": "34972178964832931", "idx": 12, "speaker": "agent", "start_s": 48.0, "end_s": 48.7, "text_en": "No problem.", "text_native": "काय हरकत नाही." }, { "ucid": "34972178964832931", "idx": 13, "speaker": "customer", "start_s": 49.8, "end_s": 50.3, "text_en": "Yes, it's fine.", "text_native": "हा चालेल." }, { "ucid": "34972178964832931", "idx": 14, "speaker": "customer", "start_s": 50.3, "end_s": 54.0, "text_en": "If you have any requirement related to this, about biomass fuel, then you can surely let me know.", "text_native": "तुम्हाला काही requirement असेल या related, biomass fuel बद्दल, तर मग मला नक्की सुचवू शकता तुम्ही." }, { "ucid": "34972178964832931", "idx": 15, "speaker": "agent", "start_s": 54.0, "end_s": 57.0, "text_en": "I... I will forward your number to the plant team. If they require something, they'll let you know.", "text_native": "मी मी plant team ला तुमचा number forward करतो. If they require something, they'll let you know." }, { "ucid": "34972178964832931", "idx": 16, "speaker": "customer", "start_s": 57.6, "end_s": 58.6, "text_en": "Okay okay, okay sir.", "text_native": "Okay okay, okay sir." }, { "ucid": "34972178964832931", "idx": 17, "speaker": "agent", "start_s": 58.9, "end_s": 59.8, "text_en": "Perfect. Thank you.", "text_native": "Perfect. Thank you." }, { "ucid": "34972178964832931", "idx": 18, "speaker": "customer", "start_s": 60.4, "end_s": 61.3, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." }, { "ucid": "34972178964832931", "idx": 19, "speaker": "agent", "start_s": 61.6, "end_s": 62.1, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "34972178964832931", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not ask for permission to speak, jumping directly into a question about requirements." }, { "ucid": "34972178964832931", "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 opening with a direct qualification question." }, { "ucid": "34972178964832931", "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 as the customer immediately clarified they were not a steel user." }, { "ucid": "34972178964832931", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the pitch stage as the lead was disqualified early." }, { "ucid": "34972178964832931", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, is there any requirement currently in HR CR?", "comment": "Agent successfully executed the intent of this step by asking if a current requirement existed." }, { "ucid": "34972178964832931", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No sales-related next step was established; the call ended after the lead was disqualified." } ], "objections": [], "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": [ "rejection" ] }