{ "ucid": "21112178842681451", "call_date": "2026-09-03", "start_time": "2026-09-03 14:43:34", "end_time": "2026-09-03 14:45:17", "duration_sec": 103, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA15391ef50858f9ce048714cf49836be0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1065, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178842681451__DIA15391ef50858f9ce048714cf49836be0.mp3", "audio_bytes": 226584, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 75.528, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello? (हेलो?)\n[6s] AGENT: Hello? (हेलो?)\n[7s] AGENT: Yeah, am I speaking with Sunshine Poly Packs, sir? (Yeah, Sunshine Poly Packs से बात कर रहे हैं सर?)\n[9s] CUSTOMER: Who? (कौन?)\n[10s] AGENT: Yeah, I am Abdul speaking, sir, from JSW. Is there any requirement, sir, in steel, in HR? (Yeah, मैं अब्दुल बात कर रहा हूं सर JSW से। कुछ requirement है क्या सर steel में, HR में?)\n[14s] CUSTOMER: Yes, tell me. (हां जी, बोलिए जी।)\n[15s] AGENT: Do you have any requirement for plate, sir? Like HR, CR, is there a requirement for such material? (कुछ plate में requirement है सर आपको? Like HR, CR, जैसे material का requirement है?)\n[18s] CUSTOMER: Uh, GI coil. (अह, GI coil.)\n[19s] AGENT: Okay, you need GI coil? (अच्छा, GI coil चाहिए आपको?)\n[21s] CUSTOMER: Yes. (हां जी।)\n[21s] AGENT: Okay, okay. What, sir, what is your work? I mean, basically, do you do some trading or do you do manufacturing? (अच्छा अच्छा। क्या सर आपका क्या काम है? मतलब basically कुछ trading करते हैं कि या manufacturing करते हैं?)\n[25s] CUSTOMER: It's trading. We are making these sections, for your gypsum, gypsum etc. (Trading है। हम ना ये sections बना रहे हैं अपना, ये आपके gypsum, gypsum वगेरा के लिए।)\n[29s] AGENT: Okay, okay. In GI coil, what GSM do you need? (अच्छा अच्छा। GI coil में आपको कितना GSM का चाहिए?)\n[31s] CUSTOMER: This point (ये point)\n[32s] AGENT: What, sir? (क्या सर?)\n[33s] CUSTOMER: In point four. (Point four में।)\n[34s] AGENT: In point four. What will be the coating rate? Eighty GSM? (Point four में। Coating rate कितना रहेगा? Eighty GSM?)\n[37s] CUSTOMER: Yes, okay, prime will work. (हां, ठीक है, prime में चलेगा।)\n[39s] AGENT: No no, the one you take, where did you used to get it from before, sir? (नहीं नहीं, जो आप लेते हो, इससे पहले आप कहां से लेते थे सर आप?)\n[41s] CUSTOMER: Your voice is breaking, boss, in between. (आपकी voice break हो रही है boss, बीच में।)\n[42s] AGENT: Hello. (हेलो।)\n[43s] AGENT: One minute. Hello, hello, is my voice audible now? (एक मिनट। हेलो, हेलो, आवाज़ आ रही है अब?)\n[44s] CUSTOMER: Hello. (हेलो।)\n[45s] CUSTOMER: It's audible, but the voice is breaking in between. (आ रही है, voice break हो रही है बीच-बीच में।)\n[47s] AGENT: Should I call you back again? (फिर से मैं call करके लगाऊं आपको?)\n[49s] CUSTOMER: Hello. (हेलो।)\n[50s] AGENT: Hello. (हेलो।)\n[50s] AGENT: I'll call, I'll call. (लगाता हूं, लगाता हूं।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 28, "connected": 1, "audio_notes": "noisy: The customer complains that the agent's voice is breaking up, which is audible in the recording.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "28 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": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "Start your calls by following the script's warm welcome and basic profile verification steps before asking for a requirement, as this builds rapport and gathers key information first.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant who identified as a trader making sections for gypsum. The customer stated a requirement for 0.4mm prime GI coil. The agent began capturing specs, but the call was terminated due to a poor connection, with the agent stating he would call back immediately.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, I am Abdul speaking, sir, from JSW. Is there any requirement, sir, in steel, in HR?\", \"comment\": \"The agent immediately asked for a requirement instead of providing a warm welcome or positioning himself as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Yeah, am I speaking with Sunshine Poly Packs, sir?\", \"comment\": \"The agent only verified the company name, missing the other 3 basic profile questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 3, \"evidence\": \"what is your work? I mean, basically, do you do some trading or do you do manufacturing?\", \"comment\": \"The agent asked about business type and prior supplier, but did not hit the minimum of 4 questions for a partial score.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's benefits before the call was interrupted.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"In GI coil, what GSM do you need?\", \"comment\": \"The agent successfully identified a current requirement for GI coil and began capturing specifications.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll call, I'll call.\", \"comment\": \"The call ended with an agreement to redial due to a technical issue, not with one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Start your calls by following the script's warm welcome and basic profile verification steps before asking for a requirement, as this builds rapport and gathers key information first.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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 new registrant who identified as a trader making sections for gypsum. The customer stated a requirement for 0.4mm prime GI coil. The agent began capturing specs, but the call was terminated due to a poor connection, with the agent stating he would call back immediately.\"}", "error": null, "latency_ms": 33613, "input_tokens": 3423, "output_tokens": 761, "created_at": "2026-09-25 11:40:23", "sentiment": "neutral", "sentiment_score": 0.12, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.621, "agent_talk_sec": 22.1, "customer_talk_sec": 13.5, "dead_air_sec": 67.4, "longest_monologue_sec": 3.1, "agent_wpm": 355.7, "interruptions": 0, "agent_turns": 15, "customer_turns": 13, "discovery_qs": 15, "words_agent": 131, "words_customer": 49, "monologue_heavy": 0, "turns": [ { "ucid": "21112178842681451", "idx": 0, "speaker": "customer", "start_s": 5.38, "end_s": 5.78, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178842681451", "idx": 1, "speaker": "agent", "start_s": 6.48, "end_s": 6.8, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178842681451", "idx": 2, "speaker": "agent", "start_s": 7.1, "end_s": 8.91, "text_en": "Yeah, am I speaking with Sunshine Poly Packs, sir?", "text_native": "Yeah, Sunshine Poly Packs से बात कर रहे हैं सर?" }, { "ucid": "21112178842681451", "idx": 3, "speaker": "customer", "start_s": 9.3, "end_s": 9.58, "text_en": "Who?", "text_native": "कौन?" }, { "ucid": "21112178842681451", "idx": 4, "speaker": "agent", "start_s": 10.0, "end_s": 13.0, "text_en": "Yeah, I am Abdul speaking, sir, from JSW. Is there any requirement, sir, in steel, in HR?", "text_native": "Yeah, मैं अब्दुल बात कर रहा हूं सर JSW से। कुछ requirement है क्या सर steel में, HR में?" }, { "ucid": "21112178842681451", "idx": 5, "speaker": "customer", "start_s": 13.7, "end_s": 14.38, "text_en": "Yes, tell me.", "text_native": "हां जी, बोलिए जी।" }, { "ucid": "21112178842681451", "idx": 6, "speaker": "agent", "start_s": 14.68, "end_s": 17.5, "text_en": "Do you have any requirement for plate, sir? Like HR, CR, is there a requirement for such material?", "text_native": "कुछ plate में requirement है सर आपको? Like HR, CR, जैसे material का requirement है?" }, { "ucid": "21112178842681451", "idx": 7, "speaker": "customer", "start_s": 17.98, "end_s": 18.9, "text_en": "Uh, GI coil.", "text_native": "अह, GI coil." }, { "ucid": "21112178842681451", "idx": 8, "speaker": "agent", "start_s": 19.38, "end_s": 20.38, "text_en": "Okay, you need GI coil?", "text_native": "अच्छा, GI coil चाहिए आपको?" }, { "ucid": "21112178842681451", "idx": 9, "speaker": "customer", "start_s": 20.7, "end_s": 21.0, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178842681451", "idx": 10, "speaker": "agent", "start_s": 21.4, "end_s": 24.5, "text_en": "Okay, okay. What, sir, what is your work? I mean, basically, do you do some trading or do you do manufacturing?", "text_native": "अच्छा अच्छा। क्या सर आपका क्या काम है? मतलब basically कुछ trading करते हैं कि या manufacturing करते हैं?" }, { "ucid": "21112178842681451", "idx": 11, "speaker": "customer", "start_s": 24.6, "end_s": 28.5, "text_en": "It's trading. We are making these sections, for your gypsum, gypsum etc.", "text_native": "Trading है। हम ना ये sections बना रहे हैं अपना, ये आपके gypsum, gypsum वगेरा के लिए।" }, { "ucid": "21112178842681451", "idx": 12, "speaker": "agent", "start_s": 28.8, "end_s": 30.8, "text_en": "Okay, okay. In GI coil, what GSM do you need?", "text_native": "अच्छा अच्छा। GI coil में आपको कितना GSM का चाहिए?" }, { "ucid": "21112178842681451", "idx": 13, "speaker": "customer", "start_s": 31.4, "end_s": 32.5, "text_en": "This point", "text_native": "ये point" }, { "ucid": "21112178842681451", "idx": 14, "speaker": "agent", "start_s": 32.5, "end_s": 32.9, "text_en": "What, sir?", "text_native": "क्या सर?" }, { "ucid": "21112178842681451", "idx": 15, "speaker": "customer", "start_s": 33.2, "end_s": 34.0, "text_en": "In point four.", "text_native": "Point four में।" }, { "ucid": "21112178842681451", "idx": 16, "speaker": "agent", "start_s": 34.4, "end_s": 36.1, "text_en": "In point four. What will be the coating rate? Eighty GSM?", "text_native": "Point four में। Coating rate कितना रहेगा? Eighty GSM?" }, { "ucid": "21112178842681451", "idx": 17, "speaker": "customer", "start_s": 36.9, "end_s": 38.2, "text_en": "Yes, okay, prime will work.", "text_native": "हां, ठीक है, prime में चलेगा।" }, { "ucid": "21112178842681451", "idx": 18, "speaker": "agent", "start_s": 38.6, "end_s": 40.5, "text_en": "No no, the one you take, where did you used to get it from before, sir?", "text_native": "नहीं नहीं, जो आप लेते हो, इससे पहले आप कहां से लेते थे सर आप?" }, { "ucid": "21112178842681451", "idx": 19, "speaker": "customer", "start_s": 40.8, "end_s": 42.3, "text_en": "Your voice is breaking, boss, in between.", "text_native": "आपकी voice break हो रही है boss, बीच में।" }, { "ucid": "21112178842681451", "idx": 20, "speaker": "agent", "start_s": 42.5, "end_s": 42.8, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178842681451", "idx": 21, "speaker": "agent", "start_s": 43.1, "end_s": 44.5, "text_en": "One minute. Hello, hello, is my voice audible now?", "text_native": "एक मिनट। हेलो, हेलो, आवाज़ आ रही है अब?" }, { "ucid": "21112178842681451", "idx": 22, "speaker": "customer", "start_s": 44.5, "end_s": 44.8, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178842681451", "idx": 23, "speaker": "customer", "start_s": 45.1, "end_s": 46.7, "text_en": "It's audible, but the voice is breaking in between.", "text_native": "आ रही है, voice break हो रही है बीच-बीच में।" }, { "ucid": "21112178842681451", "idx": 24, "speaker": "agent", "start_s": 46.9, "end_s": 48.2, "text_en": "Should I call you back again?", "text_native": "फिर से मैं call करके लगाऊं आपको?" }, { "ucid": "21112178842681451", "idx": 25, "speaker": "customer", "start_s": 48.7, "end_s": 49.1, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178842681451", "idx": 26, "speaker": "agent", "start_s": 49.6, "end_s": 49.9, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178842681451", "idx": 27, "speaker": "agent", "start_s": 50.5, "end_s": 51.2, "text_en": "I'll call, I'll call.", "text_native": "लगाता हूं, लगाता हूं।" } ], "steps": [ { "ucid": "21112178842681451", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yeah, I am Abdul speaking, sir, from JSW. Is there any requirement, sir, in steel, in HR?", "comment": "The agent immediately asked for a requirement instead of providing a warm welcome or positioning himself as a helper." }, { "ucid": "21112178842681451", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Yeah, am I speaking with Sunshine Poly Packs, sir?", "comment": "The agent only verified the company name, missing the other 3 basic profile questions." }, { "ucid": "21112178842681451", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 3, "evidence": "what is your work? I mean, basically, do you do some trading or do you do manufacturing?", "comment": "The agent asked about business type and prior supplier, but did not hit the minimum of 4 questions for a partial score." }, { "ucid": "21112178842681451", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain the platform's benefits before the call was interrupted." }, { "ucid": "21112178842681451", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "In GI coil, what GSM do you need?", "comment": "The agent successfully identified a current requirement for GI coil and began capturing specifications." }, { "ucid": "21112178842681451", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll call, I'll call.", "comment": "The call ended with an agreement to redial due to a technical issue, not with one of the three required closure outcomes." } ], "objections": [], "missed_steps": [ "NR1 Warm welcome opener", "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }