{ "ucid": "34972178971263182", "call_date": "2026-09-18", "start_time": "2026-09-18 11:53:51", "end_time": "2026-09-18 11:55:20", "duration_sec": 89, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Interested", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4fa53bdb55ce04210e259754ca955519.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1429, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178971263182__DIA4fa53bdb55ce04210e259754ca955519.mp3", "audio_bytes": 160272, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 53.424, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हेलो।)\n[2s] AGENT: Hello. (हेलो।)\n[2s] CUSTOMER: Yes? (हां जी?)\n[3s] AGENT: Yeah, good morning sir. This is Abdul speaking from JSW. (Yeah, good morning sir. अब्दुल बात कर रहा हूं मैं JSW से।)\n[6s] CUSTOMER: Yes. (हां जी।)\n[7s] AGENT: Uh, am I speaking with Surja Solar Solution LLP? (अह Surja Solar Solution LLP से बात कर रहे हैं?)\n[10s] CUSTOMER: Yes, the company's name has changed now. (हां जी, कंपनी का नाम चेंज हो गया अब।)\n[12s] AGENT: Alright sir, okay okay, no no worries. Sir, do you have any requirement right now for HR, CR, GP, GI, GL, something like that? I had called for that. (ठीक है जी, okay okay, no no worries. Sir, कुछ रिक्वायरमेंट है क्या अभी आपको HR, CR, GP, GI, GL में ऐसा कुछ? उसके लिए फोन किया था।)\n[18s] CUSTOMER: Uh, we do have requirements. I'll uh tell them once. They will... is this your number? (अह रहता तो है। मैं अह एक बारी इनको कह देता हूं। ये आपसे, ये आपका नंबर है?)\n[22s] AGENT: No no sir, this is a company number. That's why a direct line doesn't connect. I am messaging you from my personal number, sir, okay? (नहीं नहीं सर, ये कंपनी का नंबर है। इसलिए डायरेक्ट लाइन नहीं लगता। मैं आपको पर्सनल नंबर से मैसेज कर दे रहा हूं सर, ठीक है?)\n[26s] CUSTOMER: You message from your personal number. I will tell them, the office people. They do have requirements. They don't buy, but okay, let's go. Let's get this started as well. (आप पर्सनल नंबर से मैसेज कर दीजिए। मैं इनको बता दूंगा ऑफिस वाले। इनका तो रहता ही है रिक्वायरमेंट। ये लेते नहीं है बट ठीक है चलिए। करवाते हैं इसको भी शुरू करवाते हैं।)\n[33s] AGENT: Okay sir, I am sending the message. Are you the owner, sir? (ठीक है सर, मैं मैसेज कर दे रहा। आप ओनर हैं सर?)\n[35s] CUSTOMER: Yes. (हां जी।)\n[36s] AGENT: Okay okay. Thank you sir. I have sent you the message, okay? On WhatsApp. (Okay okay. Thank you sir. मैं मैं मैसेज कर दिया आपको, ठीक है? WhatsApp में।)\n[39s] CUSTOMER: Okay. I will hand this over to the purchase person. Okay. (ठीक है। मैं परचेस वाले को ये पकड़ा दूंगा। ठीक है।)\n[41s] AGENT: Okay, thank you.\n[42s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: Slight background noise typical of a call center environment, but it does not impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 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 pitch structure; you skipped the hook and all discovery questions, jumping straight from the intro to asking for business without building any value.", "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": "The agent spoke with the owner of a solar solutions company. The owner confirmed they have requirements and, despite his team's past purchasing habits, was open to starting a relationship. The call ended with the agent agreeing to send his contact details via WhatsApp for the owner to pass to his purchase department, without any discovery or qualification taking place.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, good morning sir. This is Abdul speaking from JSW.\", \"comment\": \"The agent introduced himself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement right now for HR, CR, GP, GI, GL, something like that?\", \"comment\": \"The agent jumped directly to asking for requirements instead of leading with a supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, we do have requirements.\", \"comment\": \"Although the agent asked if a requirement exists, he failed to capture any details (grade, size, qty) when the customer confirmed they did.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am messaging you from my personal number, sir, okay?\", \"comment\": \"The next step was only to send a message, with no committed callback time or agreement to send a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; you skipped the hook and all discovery questions, jumping straight from the intro to asking for business without building any value.\", \"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\": \"The agent spoke with the owner of a solar solutions company. The owner confirmed they have requirements and, despite his team's past purchasing habits, was open to starting a relationship. The call ended with the agent agreeing to send his contact details via WhatsApp for the owner to pass to his purchase department, without any discovery or qualification taking place.\"}", "error": null, "latency_ms": 28492, "input_tokens": 3195, "output_tokens": 745, "created_at": "2026-09-25 11:57:29", "sentiment": "positive", "sentiment_score": 0.491, "sentiment_confidence": "high", "pos": 4, "neg": 1, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.563, "agent_talk_sec": 20.5, "customer_talk_sec": 15.9, "dead_air_sec": 52.6, "longest_monologue_sec": 5.5, "agent_wpm": 301.5, "interruptions": 0, "agent_turns": 8, "customer_turns": 9, "discovery_qs": 5, "words_agent": 103, "words_customer": 69, "monologue_heavy": 0, "turns": [ { "ucid": "34972178971263182", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.89, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "34972178971263182", "idx": 1, "speaker": "agent", "start_s": 1.58, "end_s": 1.98, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "34972178971263182", "idx": 2, "speaker": "customer", "start_s": 2.39, "end_s": 2.79, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "34972178971263182", "idx": 3, "speaker": "agent", "start_s": 3.08, "end_s": 5.8, "text_en": "Yeah, good morning sir. This is Abdul speaking from JSW.", "text_native": "Yeah, good morning sir. अब्दुल बात कर रहा हूं मैं JSW से।" }, { "ucid": "34972178971263182", "idx": 4, "speaker": "customer", "start_s": 6.36, "end_s": 6.66, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178971263182", "idx": 5, "speaker": "agent", "start_s": 7.08, "end_s": 9.2, "text_en": "Uh, am I speaking with Surja Solar Solution LLP?", "text_native": "अह Surja Solar Solution LLP से बात कर रहे हैं?" }, { "ucid": "34972178971263182", "idx": 6, "speaker": "customer", "start_s": 9.66, "end_s": 11.5, "text_en": "Yes, the company's name has changed now.", "text_native": "हां जी, कंपनी का नाम चेंज हो गया अब।" }, { "ucid": "34972178971263182", "idx": 7, "speaker": "agent", "start_s": 12.0, "end_s": 17.5, "text_en": "Alright sir, okay okay, no no worries. Sir, do you have any requirement right now for HR, CR, GP, GI, GL, something like that? I had called for that.", "text_native": "ठीक है जी, okay okay, no no worries. Sir, कुछ रिक्वायरमेंट है क्या अभी आपको HR, CR, GP, GI, GL में ऐसा कुछ? उसके लिए फोन किया था।" }, { "ucid": "34972178971263182", "idx": 8, "speaker": "customer", "start_s": 17.96, "end_s": 21.8, "text_en": "Uh, we do have requirements. I'll uh tell them once. They will... is this your number?", "text_native": "अह रहता तो है। मैं अह एक बारी इनको कह देता हूं। ये आपसे, ये आपका नंबर है?" }, { "ucid": "34972178971263182", "idx": 9, "speaker": "agent", "start_s": 21.9, "end_s": 26.2, "text_en": "No no sir, this is a company number. That's why a direct line doesn't connect. I am messaging you from my personal number, sir, okay?", "text_native": "नहीं नहीं सर, ये कंपनी का नंबर है। इसलिए डायरेक्ट लाइन नहीं लगता। मैं आपको पर्सनल नंबर से मैसेज कर दे रहा हूं सर, ठीक है?" }, { "ucid": "34972178971263182", "idx": 10, "speaker": "customer", "start_s": 26.5, "end_s": 32.5, "text_en": "You message from your personal number. I will tell them, the office people. They do have requirements. They don't buy, but okay, let's go. Let's get this started as well.", "text_native": "आप पर्सनल नंबर से मैसेज कर दीजिए। मैं इनको बता दूंगा ऑफिस वाले। इनका तो रहता ही है रिक्वायरमेंट। ये लेते नहीं है बट ठीक है चलिए। करवाते हैं इसको भी शुरू करवाते हैं।" }, { "ucid": "34972178971263182", "idx": 11, "speaker": "agent", "start_s": 32.6, "end_s": 34.5, "text_en": "Okay sir, I am sending the message. Are you the owner, sir?", "text_native": "ठीक है सर, मैं मैसेज कर दे रहा। आप ओनर हैं सर?" }, { "ucid": "34972178971263182", "idx": 12, "speaker": "customer", "start_s": 34.8, "end_s": 35.2, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "34972178971263182", "idx": 13, "speaker": "agent", "start_s": 35.6, "end_s": 38.5, "text_en": "Okay okay. Thank you sir. I have sent you the message, okay? On WhatsApp.", "text_native": "Okay okay. Thank you sir. मैं मैं मैसेज कर दिया आपको, ठीक है? WhatsApp में।" }, { "ucid": "34972178971263182", "idx": 14, "speaker": "customer", "start_s": 38.8, "end_s": 41.0, "text_en": "Okay. I will hand this over to the purchase person. Okay.", "text_native": "ठीक है। मैं परचेस वाले को ये पकड़ा दूंगा। ठीक है।" }, { "ucid": "34972178971263182", "idx": 15, "speaker": "agent", "start_s": 41.1, "end_s": 41.8, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." }, { "ucid": "34972178971263182", "idx": 16, "speaker": "customer", "start_s": 42.3, "end_s": 42.6, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "34972178971263182", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yeah, good morning sir. This is Abdul speaking from JSW.", "comment": "The agent introduced himself and the company but failed to ask for permission to speak." }, { "ucid": "34972178971263182", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, do you have any requirement right now for HR, CR, GP, GI, GL, something like that?", "comment": "The agent jumped directly to asking for requirements instead of leading with a supply or price hook." }, { "ucid": "34972178971263182", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, volume, or current suppliers." }, { "ucid": "34972178971263182", "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": "34972178971263182", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh, we do have requirements.", "comment": "Although the agent asked if a requirement exists, he failed to capture any details (grade, size, qty) when the customer confirmed they did." }, { "ucid": "34972178971263182", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I am messaging you from my personal number, sir, okay?", "comment": "The next step was only to send a message, with no committed callback time or agreement to send a quote." } ], "objections": [], "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": [] }