{ "ucid": "21112178851221061", "call_date": "2026-09-04", "start_time": "2026-09-04 14:26:50", "end_time": "2026-09-04 14:28:18", "duration_sec": 88, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8d6a9ce1ec0b4633f9bedacab20bed0c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 864, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178851221061__DIA8d6a9ce1ec0b4633f9bedacab20bed0c.mp3", "audio_bytes": 224208, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 74.736, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[3s] AGENT: Sir, I was calling from JSW. (सर JSW से बात कर रहा था मैं।)\n[5s] CUSTOMER: Yes, tell me, tell me. (हां बताइए बताइए।)\n[6s] AGENT: Um sir, I just wanted to ask if there is any requirement for sheet metals? (अं सर वही पूछना था कि कुछ रिक्वायरमेंट है sheet metals में?)\n[9s] CUSTOMER: Yes, but it's not showing the price in it, so how will we finalize what the price is? (हां पण उसमें price तो दिखा नहीं रहा है मतलब हम final कैसे करेंगे क्या price है?)\n[13s] AGENT: I mean, I had called for this only, sir. Regarding the requirement you had created. (मतलब मैंने इसी के लिए कॉल किया था सर। आपने जो रिक्वायरमेंट बनाई थी उसी के रिगार्डिंग कॉल।)\n[16s] CUSTOMER: Yes, and what comes in that, I mean, look, you would know if you are from Gujarat, there is a 'baari' system here, so the quantity I have entered there, will it be by 'baari' or by piece? (हां और उसमें जो आता है मतलब वो देखो आपको पता होगा अगर आप गुजरात से, यहां पर बारी सिस्टम है तो जो वहां पर मैंने quantity डाली है वो बारी के हिसाब से या फिर piece के हिसाब से रहेगा?)\n[24s] AGENT: I see. (अच्छा।)\n[26s] AGENT: So you mean you need the material in TMT and cement only, right? (तो आपको मतलब TMT और cement में ही चाहिए ना मटेरियल?)\n[28s] CUSTOMER: Yes, for now I need it in TMT and cement. (हां TMT और cement में चाहिए अभी तो।)\n[30s] AGENT: Okay, I'll do one thing, I'll forward your number to the TMT team. They will connect with you in a short while. (ठीक है मैं एक काम करता हूं मैं TMT टीम को टीम को आपका नंबर फॉरवर्ड कर देता हूं। वो आपसे अभी कनेक्ट कर लेंगे थोड़ी देर में।)\n[35s] CUSTOMER: And in cement, I mean, in cement, look, I have a direct account with the company, with UltraTech as well, so what will be the difference between that and buying from here? (और cement में मतलब cement में मतलब मेरा देखो डायरेक्ट कंपनी में भी UltraTech में भी account है तो उसमें और यहां से लेने में क्या फर्क रहेगा?)\n[42s] AGENT: For buying from there, actually sir, the cement team will be able to tell you better about that, sir. (वहां से लेने में actually सर cement टीम आपको better बता पाएगी सर उसके लिए।)\n[46s] CUSTOMER: Okay, alright then. (Okay, ठीक है चलो।)\n[47s] AGENT: I'll tell them to connect. (मैं उनको बोलता हूं कनेक्ट करने के लिए।)\n[48s] CUSTOMER: Okay.\n[49s] AGENT: Yeah.", "language": "Hindi", "languages": "[\"Hindi\", \"Gujarati\", \"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "clear: The agent's side has typical call center background noise, but it does not impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 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": 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 the system shows a customer has submitted a requirement, open the call by referencing it directly instead of asking a general discovery question.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "TMT and cement", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer had submitted a requirement and was asking about TMT and Cement. The agent, who handles sheet metal, correctly identified the product mismatch. The agent did not attempt to pitch their own products and instead arranged to have the correct JSW team (TMT/Cement) contact the customer.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"मतलब मैंने इसी के लिए कॉल किया था सर। आपने जो रिक्वायरमेंट बनाई थी उसी के रिगार्डिंग कॉल।\", \"comment\": \"The agent acknowledged the customer's platform submission after the customer prompted them about it.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not revalidate any of the required fields (product, size, quantity, location, timeline) for the sheet metal product.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, usage, or procurement process.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The agent did not provide a price or timeline for their own product; they transferred the lead to another team.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"अं सर वही पूछना था कि कुछ रिक्वायरमेंट है sheet metals में?\", \"comment\": \"The agent did not pitch any products or USPs, thus avoiding an unnecessary re-pitch.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the system shows a customer has submitted a requirement, open the call by referencing it directly instead of asking a general discovery question.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"TMT and cement\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"तो उसमें और यहां से लेने में क्या फर्क रहेगा?\", \"response\": \"actually सर cement टीम आपको better बता पाएगी सर उसके लिए।\"}], \"call_summary\": \"The customer had submitted a requirement and was asking about TMT and Cement. The agent, who handles sheet metal, correctly identified the product mismatch. The agent did not attempt to pitch their own products and instead arranged to have the correct JSW team (TMT/Cement) contact the customer.\"}", "error": null, "latency_ms": 44669, "input_tokens": 3308, "output_tokens": 721, "created_at": "2026-09-25 11:31:45", "sentiment": "negative", "sentiment_score": -0.43, "sentiment_confidence": "high", "pos": 2, "neg": 20, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.485, "agent_talk_sec": 21.2, "customer_talk_sec": 22.5, "dead_air_sec": 44.3, "longest_monologue_sec": 4.8, "agent_wpm": 280.2, "interruptions": 0, "agent_turns": 10, "customer_turns": 9, "discovery_qs": 2, "words_agent": 99, "words_customer": 109, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851221061", "idx": 0, "speaker": "customer", "start_s": 1.1, "end_s": 1.6, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851221061", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851221061", "idx": 2, "speaker": "customer", "start_s": 2.7, "end_s": 3.1, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851221061", "idx": 3, "speaker": "agent", "start_s": 3.28, "end_s": 4.6, "text_en": "Sir, I was calling from JSW.", "text_native": "सर JSW से बात कर रहा था मैं।" }, { "ucid": "21112178851221061", "idx": 4, "speaker": "customer", "start_s": 4.86, "end_s": 5.6, "text_en": "Yes, tell me, tell me.", "text_native": "हां बताइए बताइए।" }, { "ucid": "21112178851221061", "idx": 5, "speaker": "agent", "start_s": 6.16, "end_s": 8.79, "text_en": "Um sir, I just wanted to ask if there is any requirement for sheet metals?", "text_native": "अं सर वही पूछना था कि कुछ रिक्वायरमेंट है sheet metals में?" }, { "ucid": "21112178851221061", "idx": 6, "speaker": "customer", "start_s": 8.99, "end_s": 12.98, "text_en": "Yes, but it's not showing the price in it, so how will we finalize what the price is?", "text_native": "हां पण उसमें price तो दिखा नहीं रहा है मतलब हम final कैसे करेंगे क्या price है?" }, { "ucid": "21112178851221061", "idx": 7, "speaker": "agent", "start_s": 13.1, "end_s": 16.4, "text_en": "I mean, I had called for this only, sir. Regarding the requirement you had created.", "text_native": "मतलब मैंने इसी के लिए कॉल किया था सर। आपने जो रिक्वायरमेंट बनाई थी उसी के रिगार्डिंग कॉल।" }, { "ucid": "21112178851221061", "idx": 8, "speaker": "customer", "start_s": 16.4, "end_s": 23.98, "text_en": "Yes, and what comes in that, I mean, look, you would know if you are from Gujarat, there is a 'baari' system here, so the quantity I have entered there, will it be by 'baari' or by piece?", "text_native": "हां और उसमें जो आता है मतलब वो देखो आपको पता होगा अगर आप गुजरात से, यहां पर बारी सिस्टम है तो जो वहां पर मैंने quantity डाली है वो बारी के हिसाब से या फिर piece के हिसाब से रहेगा?" }, { "ucid": "21112178851221061", "idx": 9, "speaker": "agent", "start_s": 24.5, "end_s": 25.0, "text_en": "I see.", "text_native": "अच्छा।" }, { "ucid": "21112178851221061", "idx": 10, "speaker": "agent", "start_s": 25.8, "end_s": 28.4, "text_en": "So you mean you need the material in TMT and cement only, right?", "text_native": "तो आपको मतलब TMT और cement में ही चाहिए ना मटेरियल?" }, { "ucid": "21112178851221061", "idx": 11, "speaker": "customer", "start_s": 28.5, "end_s": 30.1, "text_en": "Yes, for now I need it in TMT and cement.", "text_native": "हां TMT और cement में चाहिए अभी तो।" }, { "ucid": "21112178851221061", "idx": 12, "speaker": "agent", "start_s": 30.2, "end_s": 35.0, "text_en": "Okay, I'll do one thing, I'll forward your number to the TMT team. They will connect with you in a short while.", "text_native": "ठीक है मैं एक काम करता हूं मैं TMT टीम को टीम को आपका नंबर फॉरवर्ड कर देता हूं। वो आपसे अभी कनेक्ट कर लेंगे थोड़ी देर में।" }, { "ucid": "21112178851221061", "idx": 13, "speaker": "customer", "start_s": 35.0, "end_s": 41.5, "text_en": "And in cement, I mean, in cement, look, I have a direct account with the company, with UltraTech as well, so what will be the difference between that and buying from here?", "text_native": "और cement में मतलब cement में मतलब मेरा देखो डायरेक्ट कंपनी में भी UltraTech में भी account है तो उसमें और यहां से लेने में क्या फर्क रहेगा?" }, { "ucid": "21112178851221061", "idx": 14, "speaker": "agent", "start_s": 42.0, "end_s": 45.5, "text_en": "For buying from there, actually sir, the cement team will be able to tell you better about that, sir.", "text_native": "वहां से लेने में actually सर cement टीम आपको better बता पाएगी सर उसके लिए।" }, { "ucid": "21112178851221061", "idx": 15, "speaker": "customer", "start_s": 45.8, "end_s": 46.6, "text_en": "Okay, alright then.", "text_native": "Okay, ठीक है चलो।" }, { "ucid": "21112178851221061", "idx": 16, "speaker": "agent", "start_s": 46.6, "end_s": 47.8, "text_en": "I'll tell them to connect.", "text_native": "मैं उनको बोलता हूं कनेक्ट करने के लिए।" }, { "ucid": "21112178851221061", "idx": 17, "speaker": "customer", "start_s": 47.9, "end_s": 48.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178851221061", "idx": 18, "speaker": "agent", "start_s": 48.8, "end_s": 49.8, "text_en": "Yeah.", "text_native": "Yeah." } ], "steps": [ { "ucid": "21112178851221061", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "मतलब मैंने इसी के लिए कॉल किया था सर। आपने जो रिक्वायरमेंट बनाई थी उसी के रिगार्डिंग कॉल।", "comment": "The agent acknowledged the customer's platform submission after the customer prompted them about it." }, { "ucid": "21112178851221061", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not revalidate any of the required fields (product, size, quantity, location, timeline) for the sheet metal product." }, { "ucid": "21112178851221061", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions about the customer's business, usage, or procurement process." }, { "ucid": "21112178851221061", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a price or timeline for their own product; they transferred the lead to another team." }, { "ucid": "21112178851221061", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "अं सर वही पूछना था कि कुछ रिक्वायरमेंट है sheet metals में?", "comment": "The agent did not pitch any products or USPs, thus avoiding an unnecessary re-pitch." } ], "objections": [ { "ucid": "21112178851221061", "obj_type": "price", "state": "mishandled", "evidence": "तो उसमें और यहां से लेने में क्या फर्क रहेगा?", "response": "actually सर cement टीम आपको better बता पाएगी सर उसके लिए।" } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }