{ "ucid": "21112178826388451", "call_date": "2026-09-01", "start_time": "2026-09-01 17:28:04", "end_time": "2026-09-01 17:29:10", "duration_sec": 66, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAca0f6b68a02beb9806335bf5fed82445.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1309, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178826388451__DIAca0f6b68a02beb9806335bf5fed82445.mp3", "audio_bytes": 138888, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 46.296, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello? (हेलो?)\n[3s] CUSTOMER: Hello? (हेलो?)\n[4s] AGENT: Hello, can you hear me, sir? (हेलो, आवाज़ आ रही है सर?)\n[5s] CUSTOMER: Yes. (हां।)\n[6s] AGENT: Hello? (हेलो?)\n[7s] AGENT: Yes, good evening, this is Abdul speaking, sir, from JSW. (हां, गुड इवनिंग, अब्दुल बात कर रहा हूं सर मैं JSW से।)\n[9s] CUSTOMER: Yes, go ahead, Abdul. (हां बोलिए ना अब्दुल।)\n[10s] AGENT: Are you speaking from Concrete Solution, sir? (Concrete Solution से बात कर रहे हैं सर आप?)\n[12s] CUSTOMER: Yes, yes. (हां हां।)\n[12s] AGENT: Did you have any requirement, sir, for steel, like in HR, CR? I called for that. (कुछ रिक्वायरमेंट था क्या सर आपको स्टील में लाइक HR CR में, इसके लिए फोन किया था।)\n[15s] CUSTOMER: Yes, I need JSW's cement, the 53 grade, (हां, मुझे JSW का जो सीमेंट है ना, 53 grade,)\n[18s] AGENT: Okay, okay. (अच्छा अच्छा।)\n[18s] CUSTOMER: 53 or 43 grade, can I get it in non-trade? (53 या 43 grade non-trade में मिल सकता है क्या?)\n[20s] AGENT: Yes, cement, cement. (हां, सीमेंट, सीमेंट।)\n[21s] AGENT: Sir, I actually look after steel in this, so I am transferring it to the cement person, okay? I look after steel, sir, in MS, HR, CR for this. (सर मैं एक्चुअली इसमें देखता हूं स्टील, इसलिए मैं सीमेंट वाले को ट्रांसफर कर दे रहा हूं, ठीक है? मैं सर स्टील देखता हूं MS में HR CR इसका।)\n[25s] CUSTOMER: Oh, you don't keep cement? (अच्छा, सीमेंट नहीं रखते आप?)\n[26s] AGENT: No, we keep it, but I don't look after it. Some other unit looks after it. (नहीं, रखते बट मैं नहीं देखता हूं। कोई दूसरा यूनिट देखती है।)\n[28s] CUSTOMER: Alright, alright. Okay. Okay. (ठीक है, ठीक है। Okay. Okay.)\n[30s] AGENT: Okay, okay, sir.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 20, "connected": 1, "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "20 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": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When following up on a platform lead, start by referencing their submission directly rather than asking if they have a requirement, to show you have their context.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "cement", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "JSW cement 53/43 grade", "catalogue_status": "available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, from Concrete Solution, inquired about JSW cement. The agent, who handles steel, correctly identified the product mismatch. The agent informed the customer he would transfer the lead to the appropriate cement division, which the customer accepted.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked if the customer had a requirement instead of acknowledging the one submitted on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was immediately diverted to a different product (cement), so no revalidation of steel requirements occurred.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The conversation ended after the product mismatch was identified, before any discovery could be attempted.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to a point where price or timeline for steel could be discussed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I actually look after steel in this, so I am transferring it to the cement person, okay?\", \"comment\": \"The agent correctly identified the product mismatch and did not attempt to pitch an unwanted product.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When following up on a platform lead, start by referencing their submission directly rather than asking if they have a requirement, to show you have their context.\", \"segment_detected\": \"cement\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"material_flag\": true, \"material_detected\": \"JSW cement 53/43 grade\", \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, from Concrete Solution, inquired about JSW cement. The agent, who handles steel, correctly identified the product mismatch. The agent informed the customer he would transfer the lead to the appropriate cement division, which the customer accepted.\"}", "error": null, "latency_ms": 45268, "input_tokens": 3190, "output_tokens": 618, "created_at": "2026-09-25 11:52:03", "sentiment": "neutral", "sentiment_score": -0.097, "sentiment_confidence": "high", "pos": 6, "neg": 8, "lex_hits": 11, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.643, "agent_talk_sec": 16.0, "customer_talk_sec": 8.9, "dead_air_sec": 41.1, "longest_monologue_sec": 4.7, "agent_wpm": 352.5, "interruptions": 0, "agent_turns": 11, "customer_turns": 9, "discovery_qs": 6, "words_agent": 94, "words_customer": 37, "monologue_heavy": 0, "turns": [ { "ucid": "21112178826388451", "idx": 0, "speaker": "customer", "start_s": 0.67, "end_s": 1.2, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178826388451", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 2.09, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178826388451", "idx": 2, "speaker": "customer", "start_s": 2.7, "end_s": 3.13, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178826388451", "idx": 3, "speaker": "agent", "start_s": 3.5, "end_s": 4.8, "text_en": "Hello, can you hear me, sir?", "text_native": "हेलो, आवाज़ आ रही है सर?" }, { "ucid": "21112178826388451", "idx": 4, "speaker": "customer", "start_s": 5.47, "end_s": 5.74, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178826388451", "idx": 5, "speaker": "agent", "start_s": 6.0, "end_s": 6.27, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178826388451", "idx": 6, "speaker": "agent", "start_s": 6.6, "end_s": 8.8, "text_en": "Yes, good evening, this is Abdul speaking, sir, from JSW.", "text_native": "हां, गुड इवनिंग, अब्दुल बात कर रहा हूं सर मैं JSW से।" }, { "ucid": "21112178826388451", "idx": 7, "speaker": "customer", "start_s": 9.17, "end_s": 10.0, "text_en": "Yes, go ahead, Abdul.", "text_native": "हां बोलिए ना अब्दुल।" }, { "ucid": "21112178826388451", "idx": 8, "speaker": "agent", "start_s": 10.0, "end_s": 11.5, "text_en": "Are you speaking from Concrete Solution, sir?", "text_native": "Concrete Solution से बात कर रहे हैं सर आप?" }, { "ucid": "21112178826388451", "idx": 9, "speaker": "customer", "start_s": 11.6, "end_s": 12.1, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178826388451", "idx": 10, "speaker": "agent", "start_s": 12.4, "end_s": 14.8, "text_en": "Did you have any requirement, sir, for steel, like in HR, CR? I called for that.", "text_native": "कुछ रिक्वायरमेंट था क्या सर आपको स्टील में लाइक HR CR में, इसके लिए फोन किया था।" }, { "ucid": "21112178826388451", "idx": 11, "speaker": "customer", "start_s": 15.1, "end_s": 17.5, "text_en": "Yes, I need JSW's cement, the 53 grade,", "text_native": "हां, मुझे JSW का जो सीमेंट है ना, 53 grade," }, { "ucid": "21112178826388451", "idx": 12, "speaker": "agent", "start_s": 17.7, "end_s": 18.1, "text_en": "Okay, okay.", "text_native": "अच्छा अच्छा।" }, { "ucid": "21112178826388451", "idx": 13, "speaker": "customer", "start_s": 18.1, "end_s": 19.5, "text_en": "53 or 43 grade, can I get it in non-trade?", "text_native": "53 या 43 grade non-trade में मिल सकता है क्या?" }, { "ucid": "21112178826388451", "idx": 14, "speaker": "agent", "start_s": 19.5, "end_s": 20.3, "text_en": "Yes, cement, cement.", "text_native": "हां, सीमेंट, सीमेंट।" }, { "ucid": "21112178826388451", "idx": 15, "speaker": "agent", "start_s": 20.6, "end_s": 24.5, "text_en": "Sir, I actually look after steel in this, so I am transferring it to the cement person, okay? I look after steel, sir, in MS, HR, CR for this.", "text_native": "सर मैं एक्चुअली इसमें देखता हूं स्टील, इसलिए मैं सीमेंट वाले को ट्रांसफर कर दे रहा हूं, ठीक है? मैं सर स्टील देखता हूं MS में HR CR इसका।" }, { "ucid": "21112178826388451", "idx": 16, "speaker": "customer", "start_s": 24.6, "end_s": 25.7, "text_en": "Oh, you don't keep cement?", "text_native": "अच्छा, सीमेंट नहीं रखते आप?" }, { "ucid": "21112178826388451", "idx": 17, "speaker": "agent", "start_s": 25.9, "end_s": 28.0, "text_en": "No, we keep it, but I don't look after it. Some other unit looks after it.", "text_native": "नहीं, रखते बट मैं नहीं देखता हूं। कोई दूसरा यूनिट देखती है।" }, { "ucid": "21112178826388451", "idx": 18, "speaker": "customer", "start_s": 28.2, "end_s": 29.6, "text_en": "Alright, alright. Okay. Okay.", "text_native": "ठीक है, ठीक है। Okay. Okay." }, { "ucid": "21112178826388451", "idx": 19, "speaker": "agent", "start_s": 29.8, "end_s": 30.4, "text_en": "Okay, okay, sir.", "text_native": "Okay, okay, sir." } ], "steps": [ { "ucid": "21112178826388451", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent asked if the customer had a requirement instead of acknowledging the one submitted on the platform." }, { "ucid": "21112178826388451", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was immediately diverted to a different product (cement), so no revalidation of steel requirements occurred." }, { "ucid": "21112178826388451", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The conversation ended after the product mismatch was identified, before any discovery could be attempted." }, { "ucid": "21112178826388451", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to a point where price or timeline for steel could be discussed." }, { "ucid": "21112178826388451", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I actually look after steel in this, so I am transferring it to the cement person, okay?", "comment": "The agent correctly identified the product mismatch and did not attempt to pitch an unwanted product." } ], "objections": [], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }