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Call Intelligence

Malar with Bharath Kumar — Feb 20, 2026 07:45

Deal Lost Warm
Customer Malar
Phone +919840985355
Rep Bharath Kumar
Team Sales
Date 2026-02-20 07:45
Duration 1:49
Source None

Call History

52 attempts
Total Attempts52
First CallFeb 17, 2026
Last CallFeb 26, 2026
Total Talk Time71.9 min
Rep Performance
8.0/10
Pitch Effectiveness
0.0/10
Engagement
9.0/10
Conversion Probability
80.0%
Personalization
8.0/10
Technical Quality
6.0/10

Active Alerts

1
!

No Close Attempt: Bharath Kumar

Bharath Kumar did not attempt to close on call with Malar. Coaching opportunity.

Score Radar

Sentiment Arc

Talk Ratio

Sales Outcome

Deal Status Deal Lost
Package Blood Test/Collection Service
Calls Before Closure 52
Upsell Attempted No
Cross-sell Attempted No

Customer Profile

Gender Female
Language Preference Tamil
Brand Awareness Existing User
Brand Sentiment Frustrated
Budget Sensitivity Low
Readiness to Buy Warm
Decision Maker Primary
Lead Type returning_customer

Conversation Flow

Opening Type reference_previous
Opening Quality Functional
Rapport Building Present
Needs Discovery Missing
Discovery Depth None
Discovery Questions 0
Pitch Approach Service Recovery
Closing Attempt No
Closing Technique None
Call Ending other

Call Structure

Duration 1:49 (110s)
Primary Language Tamil
Secondary Language English
Code Switching Moderate
Total Speaker Turns 35
Rep Words / Customer Words 184 / 242
Rep Longest Monologue 7s
Customer Longest Monologue 16s
Silence Gaps (>2s) 0 (max 1.2s)
Interruptions 4

Sales Technique Assessment

Overall Sentiment Negative
Rep Confidence High
Needs-Based Selling No
Value Stacking No
Urgency Creation Low
Script Adherence None
Filler Words Low
Follow-Up Commitment Yes
Total Objections 2
Handled Successfully 2
Handling Rate
100%
Dominant Category Service Quality

Objections

2
Objection Category Raised By Handled Technique Quality
Technician behavior/Annoyance
Avar vandhu first vandhu he was so annoyed, yen neenga vandhu perai maathi kudutheengannu?
 service quality Customer Yes empathy and escalation Good
Multiple pricks for multiple tests
aindhu thadava prick panna mudiyuma? Oru oru test-aa edhukku kudutheenga?
 technical/process Customer Yes logistical explanation Average

Products Discussed

1
Product Mentioned By Price Customer Reaction Context
blood test Customer -- Negative Complaint about the technician's behavior during the collection process.

Key Moments

3
00:03
Customer details technician's annoyance
Sets the tone of the call as a serious service failure complaint.
01:08
Customer mentions mother's fear
Highlights the emotional stakes; the technician scared an elderly patient about health impacts of the test.
01:31
Rep commits to escalating to Team Head
The turning point where the customer feels heard and the call moves toward a close.

Trust Signals

2
Customer calls the rep by name (Bharath)
Customer explains the situation in detail expecting a fix

Resistance Signals

1
Refusal of recollection ('recollectionlaam vendaam')

Confusion Signals

1
Technician was confused about the number of tests and names

Topics Discussed

Technician behavior Blood collection process Slot booking logistics Patient safety/fear Service recovery

Sentiment Arc Detail

Phase Order Sentiment Note
Opening 1 negative Complaining about the technician's annoyance and incompetence.
Middle 2 neutral Worried about whether the samples were collected correctly or if a recollection is needed.
Closing 3 neutral Accepts the rep's promise to investigate but remains wary.

Call Transcript

Click to expand
Source File +919840985355 20-2-2026, 7-45-47am.mp3
Transcript +919840985355_20-2-2026,_7-45-47am_transcript.json
Ingested 2026-03-01 11:20
Call ID #19360