{ "ucid": "21112178841369011", "call_date": "2026-09-03", "start_time": "2026-09-03 11:04:50", "end_time": "2026-09-03 11:06:22", "duration_sec": 92, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA935bc1be3188626b25a532b4e92c731b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1158, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178841369011__DIA935bc1be3188626b25a532b4e92c731b.mp3", "audio_bytes": 162648, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 54.216, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (હેલો?)\n[1s] AGENT: Hello? (હેલો?)\n[3s] CUSTOMER: Hello? (હેલો?)\n[3s] AGENT: Yes. (હા.)\n[4s] AGENT: Uh, Parshil Corporation? (અ, પાર્શિલ કોર્પોરેશન?)\n[6s] CUSTOMER: Yes? (જી?)\n[6s] AGENT: Sir, I am speaking from JSW, Jindal Steel Works, Mumbai. (સરજી, JSW થી વાત કરું છું, જિંદાલ સ્ટીલ વર્ક્સ, મુંબઈ.)\n[9s] CUSTOMER: Hm, tell me. (હમ, બોલોને.)\n[10s] AGENT: Sir, you had placed a requirement for chequered plate. I wanted to talk, discuss a little about that. So for this thickness, will you need 2.8 or will three 3 mm work for you, sir? (સાહેબ તમે એક requirement નાખેલી chequered plate ની. મને થોડું એના બારેમાં બોલવું, discuss કરવું હતું. તો આ thickness શું તમને 2.8 લાગશે કે ત્રણ 3 mm ચાલે સાહેબ તમને?)\n[16s] CUSTOMER: 2.8.\n[18s] AGENT: Okay, and how many tons will be required, sir? (અચ્છા, અને કેટલું ton લાગશે સાહેબ?)\n[20s] CUSTOMER: It is mentioned in that, sir. (એમાં mention કર્યું છે સાહેબ.)\n[21s] AGENT: It shows 3.5 ton. But actually 2.8 is what, sir, it's MTO (Make to Order). And in that, our minimum order quantity, sir, is 30-32 tons. Because it doesn't come in standard. 3 mm and 4 mm, 5 mm, this can be available in standard once. In five tons. (3.5 ton દેખાય છે. બટ actually 2.8 શું હે સાહેબ MTO હોય. અને એમાં આપડો minimum order quantity સાહેબ 30-32 ton હોય. કેમ કે એ standard માં નથી આવે. 3 mm અને 4 mm, 5 mm આ standard માં મળી શકે એક વાર. પાંચ ton માં.)\n[30s] CUSTOMER: Okay. (ઠીક છે.)\n[31s] CUSTOMER: I will check, okay. (જોઈ લઉં છું, ચાલો.)\n[32s] AGENT: Done sir, done. (Done સર, done.)\n[33s] AGENT: Okay. Okay. Thank you.", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: There is some minor background noise but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When a customer's specific requirement is a Make-to-Order item with a high MOQ, use discovery questions to understand their end-use and see if a standard, in-stock alternative could work for them before stating the high MOQ.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "not_in_stockyard", "supply_details": "Agent stated the required 2.8mm chequered plate is a Make-to-Order (MTO) item with a 30-32 ton MOQ, as it is not a standard stockyard size.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer inquired about a 3.5-ton requirement for 2.8mm chequered plate. The agent correctly identified this as a Make-to-Order (MTO) item and explained the minimum order quantity is 30-32 tons. The call ended after the customer acknowledged the MOQ constraint and said they would check internally.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had placed a requirement for chequered plate. I wanted to talk, discuss a little about that.\", \"comment\": \"The agent clearly acknowledged the customer's platform submission at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"The agent only revalidated thickness and quantity, failing to ask about delivery location or timeline, falling below the 'partial' threshold.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, end-use, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended after the MOQ issue was raised, with no price offered, no timeline committed, and no attempt to close on an alternative.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had placed a requirement for chequered plate.\", \"comment\": \"The agent correctly focused only on the customer's specific requirement and did not waste time re-pitching other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's specific requirement is a Make-to-Order item with a high MOQ, use discovery questions to understand their end-use and see if a standard, in-stock alternative could work for them before stating the high MOQ.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Agent stated the required 2.8mm chequered plate is a Make-to-Order (MTO) item with a 30-32 ton MOQ, as it is not a standard stockyard size.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer inquired about a 3.5-ton requirement for 2.8mm chequered plate. The agent correctly identified this as a Make-to-Order (MTO) item and explained the minimum order quantity is 30-32 tons. The call ended after the customer acknowledged the MOQ constraint and said they would check internally.\"}", "error": null, "latency_ms": 41935, "input_tokens": 3216, "output_tokens": 748, "created_at": "2026-09-25 11:45:03", "sentiment": "neutral", "sentiment_score": 0.1, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.787, "agent_talk_sec": 22.6, "customer_talk_sec": 6.1, "dead_air_sec": 63.3, "longest_monologue_sec": 8.8, "agent_wpm": 315.9, "interruptions": 0, "agent_turns": 9, "customer_turns": 8, "discovery_qs": 4, "words_agent": 119, "words_customer": 19, "monologue_heavy": 1, "turns": [ { "ucid": "21112178841369011", "idx": 0, "speaker": "customer", "start_s": 0.09, "end_s": 0.8, "text_en": "Hello?", "text_native": "હેલો?" }, { "ucid": "21112178841369011", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 1.91, "text_en": "Hello?", "text_native": "હેલો?" }, { "ucid": "21112178841369011", "idx": 2, "speaker": "customer", "start_s": 2.53, "end_s": 3.0, "text_en": "Hello?", "text_native": "હેલો?" }, { "ucid": "21112178841369011", "idx": 3, "speaker": "agent", "start_s": 3.3, "end_s": 3.62, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178841369011", "idx": 4, "speaker": "agent", "start_s": 4.1, "end_s": 5.4, "text_en": "Uh, Parshil Corporation?", "text_native": "અ, પાર્શિલ કોર્પોરેશન?" }, { "ucid": "21112178841369011", "idx": 5, "speaker": "customer", "start_s": 5.7, "end_s": 6.1, "text_en": "Yes?", "text_native": "જી?" }, { "ucid": "21112178841369011", "idx": 6, "speaker": "agent", "start_s": 6.3, "end_s": 8.9, "text_en": "Sir, I am speaking from JSW, Jindal Steel Works, Mumbai.", "text_native": "સરજી, JSW થી વાત કરું છું, જિંદાલ સ્ટીલ વર્ક્સ, મુંબઈ." }, { "ucid": "21112178841369011", "idx": 7, "speaker": "customer", "start_s": 9.3, "end_s": 10.1, "text_en": "Hm, tell me.", "text_native": "હમ, બોલોને." }, { "ucid": "21112178841369011", "idx": 8, "speaker": "agent", "start_s": 10.1, "end_s": 15.9, "text_en": "Sir, you had placed a requirement for chequered plate. I wanted to talk, discuss a little about that. So for this thickness, will you need 2.8 or will three 3 mm work for you, sir?", "text_native": "સાહેબ તમે એક requirement નાખેલી chequered plate ની. મને થોડું એના બારેમાં બોલવું, discuss કરવું હતું. તો આ thickness શું તમને 2.8 લાગશે કે ત્રણ 3 mm ચાલે સાહેબ તમને?" }, { "ucid": "21112178841369011", "idx": 9, "speaker": "customer", "start_s": 16.3, "end_s": 17.2, "text_en": "2.8.", "text_native": "2.8." }, { "ucid": "21112178841369011", "idx": 10, "speaker": "agent", "start_s": 17.8, "end_s": 19.4, "text_en": "Okay, and how many tons will be required, sir?", "text_native": "અચ્છા, અને કેટલું ton લાગશે સાહેબ?" }, { "ucid": "21112178841369011", "idx": 11, "speaker": "customer", "start_s": 19.8, "end_s": 21.0, "text_en": "It is mentioned in that, sir.", "text_native": "એમાં mention કર્યું છે સાહેબ." }, { "ucid": "21112178841369011", "idx": 12, "speaker": "agent", "start_s": 21.0, "end_s": 29.8, "text_en": "It shows 3.5 ton. But actually 2.8 is what, sir, it's MTO (Make to Order). And in that, our minimum order quantity, sir, is 30-32 tons. Because it doesn't come in standard. 3 mm and 4 mm, 5 mm, this can be available in standard once. In five tons.", "text_native": "3.5 ton દેખાય છે. બટ actually 2.8 શું હે સાહેબ MTO હોય. અને એમાં આપડો minimum order quantity સાહેબ 30-32 ton હોય. કેમ કે એ standard માં નથી આવે. 3 mm અને 4 mm, 5 mm આ standard માં મળી શકે એક વાર. પાંચ ton માં." }, { "ucid": "21112178841369011", "idx": 13, "speaker": "customer", "start_s": 29.8, "end_s": 30.1, "text_en": "Okay.", "text_native": "ઠીક છે." }, { "ucid": "21112178841369011", "idx": 14, "speaker": "customer", "start_s": 30.9, "end_s": 32.2, "text_en": "I will check, okay.", "text_native": "જોઈ લઉં છું, ચાલો." }, { "ucid": "21112178841369011", "idx": 15, "speaker": "agent", "start_s": 32.4, "end_s": 32.9, "text_en": "Done sir, done.", "text_native": "Done સર, done." }, { "ucid": "21112178841369011", "idx": 16, "speaker": "agent", "start_s": 33.3, "end_s": 34.5, "text_en": "Okay. Okay. Thank you.", "text_native": "Okay. Okay. Thank you." } ], "steps": [ { "ucid": "21112178841369011", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, you had placed a requirement for chequered plate. I wanted to talk, discuss a little about that.", "comment": "The agent clearly acknowledged the customer's platform submission at the start of the call." }, { "ucid": "21112178841369011", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "", "comment": "The agent only revalidated thickness and quantity, failing to ask about delivery location or timeline, falling below the 'partial' threshold." }, { "ucid": "21112178841369011", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked to understand the customer's business, end-use, or procurement habits." }, { "ucid": "21112178841369011", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended after the MOQ issue was raised, with no price offered, no timeline committed, and no attempt to close on an alternative." }, { "ucid": "21112178841369011", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, you had placed a requirement for chequered plate.", "comment": "The agent correctly focused only on the customer's specific requirement and did not waste time re-pitching other products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }