{ "ucid": "34972178971517443", "call_date": "2026-09-18", "start_time": "2026-09-18 12:36:14", "end_time": "2026-09-18 12:37:45", "duration_sec": 91, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Onboarded", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAedb22c56279cba85e4a86fe0acec0db0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1418, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178971517443__DIAedb22c56279cba85e4a86fe0acec0db0.mp3", "audio_bytes": 196992, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 65.664, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello?\n[6s] AGENT: Hello.\n[7s] AGENT: Uh, good evening. Kartikey Desai from JSW One.\n[10s] CUSTOMER: Yes, sir, tell me.\n[11s] AGENT: Uh sir, are you having any steel requirement in your precision fabricator?\n[16s] CUSTOMER: Uh, yeah, steel requirement is there.\n[18s] AGENT: Mhm.\n[18s] CUSTOMER: Uh, in CRPC sheets.\n[20s] AGENT: Yes, in CRPC, you have a requirement.\n[22s] AGENT: Okay. Alright. So, uh, sir, can you share sizes and new? Let me check and share prices with you, sir, if possible.\n[27s] CUSTOMER: Okay. Okay.\n[28s] AGENT: Okay. So currently you're purchasing which make, sir? Is it SAIL, Tata, or JSW?\n[32s] CUSTOMER: Both Tata and JSW.\n[33s] AGENT: Tata and JSW.\n[34s] AGENT: Mhm. Okay, sir, that will work. Alright. Uh, sir, I'll connect with you over WhatsApp, sir.\n[38s] CUSTOMER: Okay.\n[38s] AGENT: Right? Just drop your sizes and I'll get back to you. Let's see what we can do for you. Alright?\n[42s] CUSTOMER: Okay. Okay.\n[43s] AGENT: Okay, sir.", "language": "English", "languages": "[\"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "noisy: Significant background noise (call center chatter) on the agent's side, which slightly muffles their speech.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 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": 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, especially discovery, to understand the customer's needs before asking for their requirement; otherwise, we are just another supplier asking for an order.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer from a precision fabrication company who confirmed a requirement for CRPC sheets and is already a JSW user. The agent skipped the standard pitch structure, asking the customer to send their requirements via WhatsApp for a price check. The call ended with this uncommitted next step, pending action from the customer.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello. Uh, good evening. Kartikey Desai from JSW One.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you having any steel requirement in your precision fabricator?\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"So currently you're purchasing which make, sir? Is it SAIL, Tata, or JSW?\", \"comment\": \"Agent only asked about current suppliers (1 of 6 questions), which is insufficient for even a partial pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; the call moved directly from a single discovery question to logistics.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, sir, can you share sizes and new? Let me check and share prices with you, sir, if possible.\", \"comment\": \"Agent confirmed a requirement exists but failed to capture any specific details (grade, thickness, qty, etc.) on the call, deferring it to WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Just drop your sizes and I'll get back to you.\", \"comment\": \"The next step is not committed; it places the onus on the customer to act and has no agreed turnaround time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure, especially discovery, to understand the customer's needs before asking for their requirement; otherwise, we are just another supplier asking for an order.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer from a precision fabrication company who confirmed a requirement for CRPC sheets and is already a JSW user. The agent skipped the standard pitch structure, asking the customer to send their requirements via WhatsApp for a price check. The call ended with this uncommitted next step, pending action from the customer.\"}", "error": null, "latency_ms": 25317, "input_tokens": 2910, "output_tokens": 792, "created_at": "2026-09-25 11:56:57", "sentiment": "positive", "sentiment_score": 0.7, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.777, "agent_talk_sec": 27.9, "customer_talk_sec": 8.0, "dead_air_sec": 55.1, "longest_monologue_sec": 6.5, "agent_wpm": 228.0, "interruptions": 0, "agent_turns": 11, "customer_turns": 8, "discovery_qs": 6, "words_agent": 106, "words_customer": 24, "monologue_heavy": 1, "turns": [ { "ucid": "34972178971517443", "idx": 0, "speaker": "customer", "start_s": 5.0, "end_s": 5.71, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178971517443", "idx": 1, "speaker": "agent", "start_s": 5.81, "end_s": 6.51, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178971517443", "idx": 2, "speaker": "agent", "start_s": 6.86, "end_s": 10.2, "text_en": "Uh, good evening. Kartikey Desai from JSW One.", "text_native": "Uh, good evening. Kartikey Desai from JSW One." }, { "ucid": "34972178971517443", "idx": 3, "speaker": "customer", "start_s": 10.5, "end_s": 11.29, "text_en": "Yes, sir, tell me.", "text_native": "Yes, sir, tell me." }, { "ucid": "34972178971517443", "idx": 4, "speaker": "agent", "start_s": 11.39, "end_s": 15.59, "text_en": "Uh sir, are you having any steel requirement in your precision fabricator?", "text_native": "Uh sir, are you having any steel requirement in your precision fabricator?" }, { "ucid": "34972178971517443", "idx": 5, "speaker": "customer", "start_s": 15.89, "end_s": 17.79, "text_en": "Uh, yeah, steel requirement is there.", "text_native": "Uh, yeah, steel requirement is there." }, { "ucid": "34972178971517443", "idx": 6, "speaker": "agent", "start_s": 17.89, "end_s": 18.4, "text_en": "Mhm.", "text_native": "Mhm." }, { "ucid": "34972178971517443", "idx": 7, "speaker": "customer", "start_s": 18.5, "end_s": 20.0, "text_en": "Uh, in CRPC sheets.", "text_native": "Uh, in CRPC sheets." }, { "ucid": "34972178971517443", "idx": 8, "speaker": "agent", "start_s": 20.2, "end_s": 21.4, "text_en": "Yes, in CRPC, you have a requirement.", "text_native": "Yes, in CRPC, you have a requirement." }, { "ucid": "34972178971517443", "idx": 9, "speaker": "agent", "start_s": 21.5, "end_s": 26.8, "text_en": "Okay. Alright. So, uh, sir, can you share sizes and new? Let me check and share prices with you, sir, if possible.", "text_native": "Okay. Alright. So, uh, sir, can you share sizes and new? Let me check and share prices with you, sir, if possible." }, { "ucid": "34972178971517443", "idx": 10, "speaker": "customer", "start_s": 27.0, "end_s": 27.7, "text_en": "Okay. Okay.", "text_native": "Okay. Okay." }, { "ucid": "34972178971517443", "idx": 11, "speaker": "agent", "start_s": 27.8, "end_s": 31.4, "text_en": "Okay. So currently you're purchasing which make, sir? Is it SAIL, Tata, or JSW?", "text_native": "Okay. So currently you're purchasing which make, sir? Is it SAIL, Tata, or JSW?" }, { "ucid": "34972178971517443", "idx": 12, "speaker": "customer", "start_s": 31.5, "end_s": 32.7, "text_en": "Both Tata and JSW.", "text_native": "Both Tata and JSW." }, { "ucid": "34972178971517443", "idx": 13, "speaker": "agent", "start_s": 32.8, "end_s": 33.7, "text_en": "Tata and JSW.", "text_native": "Tata and JSW." }, { "ucid": "34972178971517443", "idx": 14, "speaker": "agent", "start_s": 33.8, "end_s": 37.7, "text_en": "Mhm. Okay, sir, that will work. Alright. Uh, sir, I'll connect with you over WhatsApp, sir.", "text_native": "Mhm. Okay, sir, that will work. Alright. Uh, sir, I'll connect with you over WhatsApp, sir." }, { "ucid": "34972178971517443", "idx": 15, "speaker": "customer", "start_s": 37.8, "end_s": 38.1, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "34972178971517443", "idx": 16, "speaker": "agent", "start_s": 38.2, "end_s": 41.7, "text_en": "Right? Just drop your sizes and I'll get back to you. Let's see what we can do for you. Alright?", "text_native": "Right? Just drop your sizes and I'll get back to you. Let's see what we can do for you. Alright?" }, { "ucid": "34972178971517443", "idx": 17, "speaker": "customer", "start_s": 41.8, "end_s": 42.7, "text_en": "Okay. Okay.", "text_native": "Okay. Okay." }, { "ucid": "34972178971517443", "idx": 18, "speaker": "agent", "start_s": 42.8, "end_s": 43.5, "text_en": "Okay, sir.", "text_native": "Okay, sir." } ], "steps": [ { "ucid": "34972178971517443", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello. Uh, good evening. Kartikey Desai from JSW One.", "comment": "Agent did not use the customer's name or ask for permission to speak." }, { "ucid": "34972178971517443", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, are you having any steel requirement in your precision fabricator?", "comment": "Agent did not lead with a supply or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "34972178971517443", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "So currently you're purchasing which make, sir? Is it SAIL, Tata, or JSW?", "comment": "Agent only asked about current suppliers (1 of 6 questions), which is insufficient for even a partial pass." }, { "ucid": "34972178971517443", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not pitch any USPs; the call moved directly from a single discovery question to logistics." }, { "ucid": "34972178971517443", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh, sir, can you share sizes and new? Let me check and share prices with you, sir, if possible.", "comment": "Agent confirmed a requirement exists but failed to capture any specific details (grade, thickness, qty, etc.) on the call, deferring it to WhatsApp." }, { "ucid": "34972178971517443", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Just drop your sizes and I'll get back to you.", "comment": "The next step is not committed; it places the onus on the customer to act and has no agreed turnaround time." } ], "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": [] }