{ "ucid": "34972178964898462", "call_date": "2026-09-17", "start_time": "2026-09-17 18:13:04", "end_time": "2026-09-17 18:14:41", "duration_sec": 97, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5b3ca41b8fce6e7138613386a82ced3b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1463, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964898462__DIA5b3ca41b8fce6e7138613386a82ced3b.mp3", "audio_bytes": 231336, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 77.112, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[3s] CUSTOMER: Yes, hello?\n[3s] AGENT: Uh yes sir, good evening. Karthikeya this side from JSW One.\n[6s] CUSTOMER: Hello?\n[7s] AGENT: Hello sir, can you hear me?\n[8s] CUSTOMER: Yeah, who is it?\n[9s] AGENT: Uh sir, I'm Karthikeya from JSW One.\n[11s] CUSTOMER: JSW what sir?\n[12s] AGENT: Yes. Yes sir, your firm Raj Projects was registered on our platform.\n[15s] AGENT: So I just called...\n[16s] CUSTOMER: Sir, who are you sir? I am from Raj Projects. Who are you?\n[18s] AGENT: I am Karthikeya from JSW. So can you tell me... Jindal South West. Jindal Steel.\n[22s] CUSTOMER: Jindal Steels I know, yes.\n[23s] AGENT: Yeah. So your firm was registered on our platform.\n[26s] CUSTOMER: Okay. Correct. We bought material earlier.\n[27s] AGENT: Yeah, yeah. So I called you sir regarding that. If you have any current requirement, you could share that with me.\n[31s] CUSTOMER: We had current requirement but you have stopped making SS 304 sheets and coil, no?\n[35s] AGENT: Mhm.\n[36s] CUSTOMER: You are only dealing in MS now, correct?\n[37s] AGENT: Yeah, yeah, yeah.\n[38s] CUSTOMER: So that's why I stopped taking any further material from you.\n[40s] AGENT: Okay.\n[41s] CUSTOMER: Because we deal in only SS 304, 316 that category.\n[43s] AGENT: Okay.\n[44s] CUSTOMER: MS is not your segment, no?\n[46s] CUSTOMER: No, no, MS we don't use.\n[47s] AGENT: Okay, okay, sir.", "language": "English", "languages": "[\"English\"]", "turn_count": 28, "connected": 1, "audio_notes": "noisy: The customer's side has significant background noise, possibly from being in a vehicle, which slightly affects clarity.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "28 turns, clean transcript (0% inaudible)", "band_language": "English", "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": "You skipped the hook and discovery steps entirely; you must follow the pitch structure to understand the customer's needs before asking for an order.", "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": "SS 304, 316", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "spec_not_available", "supply_details": "Customer requires Stainless Steel (SS 304, 316), which JSW One does not supply.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a previous customer from Raj Projects. The customer immediately stated their requirement is for Stainless Steel (SS 304/316) and that they stopped buying from JSW because JSW no longer supplies it. The agent confirmed this, and the call ended as the customer's material needs could not be met.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent introduced himself but failed to ask for permission to speak, leading to a confusing opening where the customer had to ask who was calling.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook entirely and jumped straight to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent immediately asked for a requirement instead of understanding the customer's business first.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was disqualified on material type before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"If you have any current requirement, you could share that with me.\", \"comment\": \"The agent successfully attempted to qualify by asking for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the material mismatch was identified, with no next step proposed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the hook and discovery steps entirely; you must follow the pitch structure to understand the customer's needs before asking for an order.\", \"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\": \"SS 304, 316\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requires Stainless Steel (SS 304, 316), which JSW One does not supply.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a previous customer from Raj Projects. The customer immediately stated their requirement is for Stainless Steel (SS 304/316) and that they stopped buying from JSW because JSW no longer supplies it. The agent confirmed this, and the call ended as the customer's material needs could not be met.\"}", "error": null, "latency_ms": 38866, "input_tokens": 3063, "output_tokens": 735, "created_at": "2026-09-25 11:59:05", "sentiment": "negative", "sentiment_score": -0.312, "sentiment_confidence": "high", "pos": 2, "neg": 8, "lex_hits": 18, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.51, "agent_talk_sec": 20.6, "customer_talk_sec": 19.8, "dead_air_sec": 56.6, "longest_monologue_sec": 3.6, "agent_wpm": 276.7, "interruptions": 0, "agent_turns": 14, "customer_turns": 14, "discovery_qs": 2, "words_agent": 95, "words_customer": 91, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964898462", "idx": 0, "speaker": "customer", "start_s": 1.0, "end_s": 1.5, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178964898462", "idx": 1, "speaker": "agent", "start_s": 1.89, "end_s": 2.41, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178964898462", "idx": 2, "speaker": "customer", "start_s": 2.59, "end_s": 3.1, "text_en": "Yes, hello?", "text_native": "Yes, hello?" }, { "ucid": "34972178964898462", "idx": 3, "speaker": "agent", "start_s": 3.4, "end_s": 6.0, "text_en": "Uh yes sir, good evening. Karthikeya this side from JSW One.", "text_native": "Uh yes sir, good evening. Karthikeya this side from JSW One." }, { "ucid": "34972178964898462", "idx": 4, "speaker": "customer", "start_s": 6.5, "end_s": 7.0, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178964898462", "idx": 5, "speaker": "agent", "start_s": 7.2, "end_s": 8.2, "text_en": "Hello sir, can you hear me?", "text_native": "Hello sir, can you hear me?" }, { "ucid": "34972178964898462", "idx": 6, "speaker": "customer", "start_s": 8.3, "end_s": 8.9, "text_en": "Yeah, who is it?", "text_native": "Yeah, who is it?" }, { "ucid": "34972178964898462", "idx": 7, "speaker": "agent", "start_s": 9.1, "end_s": 10.5, "text_en": "Uh sir, I'm Karthikeya from JSW One.", "text_native": "Uh sir, I'm Karthikeya from JSW One." }, { "ucid": "34972178964898462", "idx": 8, "speaker": "customer", "start_s": 11.0, "end_s": 11.8, "text_en": "JSW what sir?", "text_native": "JSW what sir?" }, { "ucid": "34972178964898462", "idx": 9, "speaker": "agent", "start_s": 12.0, "end_s": 14.8, "text_en": "Yes. Yes sir, your firm Raj Projects was registered on our platform.", "text_native": "Yes. Yes sir, your firm Raj Projects was registered on our platform." }, { "ucid": "34972178964898462", "idx": 10, "speaker": "agent", "start_s": 14.8, "end_s": 15.5, "text_en": "So I just called...", "text_native": "So I just called..." }, { "ucid": "34972178964898462", "idx": 11, "speaker": "customer", "start_s": 15.5, "end_s": 17.8, "text_en": "Sir, who are you sir? I am from Raj Projects. Who are you?", "text_native": "Sir, who are you sir? I am from Raj Projects. Who are you?" }, { "ucid": "34972178964898462", "idx": 12, "speaker": "agent", "start_s": 18.0, "end_s": 21.5, "text_en": "I am Karthikeya from JSW. So can you tell me... Jindal South West. Jindal Steel.", "text_native": "I am Karthikeya from JSW. So can you tell me... Jindal South West. Jindal Steel." }, { "ucid": "34972178964898462", "idx": 13, "speaker": "customer", "start_s": 21.8, "end_s": 22.8, "text_en": "Jindal Steels I know, yes.", "text_native": "Jindal Steels I know, yes." }, { "ucid": "34972178964898462", "idx": 14, "speaker": "agent", "start_s": 23.0, "end_s": 25.0, "text_en": "Yeah. So your firm was registered on our platform.", "text_native": "Yeah. So your firm was registered on our platform." }, { "ucid": "34972178964898462", "idx": 15, "speaker": "customer", "start_s": 25.5, "end_s": 27.2, "text_en": "Okay. Correct. We bought material earlier.", "text_native": "Okay. Correct. We bought material earlier." }, { "ucid": "34972178964898462", "idx": 16, "speaker": "agent", "start_s": 27.4, "end_s": 31.0, "text_en": "Yeah, yeah. So I called you sir regarding that. If you have any current requirement, you could share that with me.", "text_native": "Yeah, yeah. So I called you sir regarding that. If you have any current requirement, you could share that with me." }, { "ucid": "34972178964898462", "idx": 17, "speaker": "customer", "start_s": 31.2, "end_s": 34.5, "text_en": "We had current requirement but you have stopped making SS 304 sheets and coil, no?", "text_native": "We had current requirement but you have stopped making SS 304 sheets and coil, no?" }, { "ucid": "34972178964898462", "idx": 18, "speaker": "agent", "start_s": 34.8, "end_s": 35.2, "text_en": "Mhm.", "text_native": "Mhm." }, { "ucid": "34972178964898462", "idx": 19, "speaker": "customer", "start_s": 35.5, "end_s": 37.2, "text_en": "You are only dealing in MS now, correct?", "text_native": "You are only dealing in MS now, correct?" }, { "ucid": "34972178964898462", "idx": 20, "speaker": "agent", "start_s": 37.3, "end_s": 37.8, "text_en": "Yeah, yeah, yeah.", "text_native": "Yeah, yeah, yeah." }, { "ucid": "34972178964898462", "idx": 21, "speaker": "customer", "start_s": 38.0, "end_s": 40.0, "text_en": "So that's why I stopped taking any further material from you.", "text_native": "So that's why I stopped taking any further material from you." }, { "ucid": "34972178964898462", "idx": 22, "speaker": "agent", "start_s": 40.1, "end_s": 40.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178964898462", "idx": 23, "speaker": "customer", "start_s": 40.6, "end_s": 43.0, "text_en": "Because we deal in only SS 304, 316 that category.", "text_native": "Because we deal in only SS 304, 316 that category." }, { "ucid": "34972178964898462", "idx": 24, "speaker": "agent", "start_s": 43.4, "end_s": 43.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178964898462", "idx": 25, "speaker": "customer", "start_s": 44.0, "end_s": 45.2, "text_en": "MS is not your segment, no?", "text_native": "MS is not your segment, no?" }, { "ucid": "34972178964898462", "idx": 26, "speaker": "customer", "start_s": 45.5, "end_s": 46.8, "text_en": "No, no, MS we don't use.", "text_native": "No, no, MS we don't use." }, { "ucid": "34972178964898462", "idx": 27, "speaker": "agent", "start_s": 47.2, "end_s": 48.0, "text_en": "Okay, okay, sir.", "text_native": "Okay, okay, sir." } ], "steps": [ { "ucid": "34972178964898462", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent introduced himself but failed to ask for permission to speak, leading to a confusing opening where the customer had to ask who was calling." }, { "ucid": "34972178964898462", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent skipped the hook entirely and jumped straight to asking for a requirement." }, { "ucid": "34972178964898462", "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 immediately asked for a requirement instead of understanding the customer's business first." }, { "ucid": "34972178964898462", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was disqualified on material type before any USPs could be pitched." }, { "ucid": "34972178964898462", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "If you have any current requirement, you could share that with me.", "comment": "The agent successfully attempted to qualify by asking for a current requirement." }, { "ucid": "34972178964898462", "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 abruptly after the material mismatch was identified, with no next step proposed." } ], "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": [] }