{ "ucid": "21112178852235891", "call_date": "2026-09-04", "start_time": "2026-09-04 17:15:58", "end_time": "2026-09-04 17:18:07", "duration_sec": 129, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA42fa9dcfca68f223869d54b30f4d9ba1.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 795, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178852235891__DIA42fa9dcfca68f223869d54b30f4d9ba1.mp3", "audio_bytes": 329616, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 109.872, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yeah.\n[3s] AGENT: Uh sir, calling from JSW One MSME Jindal Steel Works.\n[6s] CUSTOMER: Yeah, yeah, please, yes sir, please speak. (Yeah, yeah, please, हां सर, बोलिए ना।)\n[8s] AGENT: Good afternoon, good evening sir. Sir actually you were registered your account on a portal.\n[12s] CUSTOMER: Yeah, yeah, I know, I remember but I'm not starting with that yet. We are in sports or manufacturing part. So for manufacturing part we need alloys and steels and carbon fiber and all. So for that I had searched and registered but you sell other part also, deal with other things. So I registered for that but as of now I am not aware what your offers are, where I can basically, right, sell, resell, distribute, B2B, basically whatever it is, will have to create a supply chain and all. So there are many things, logistics etc. So we'll explore that slowly but at this point my manufacturing need, if you can fulfill it, then it will be helpful for me. (Yeah, yeah, I know, I remember but I'm not starting with that yet. We are in sports or manufacturing part. So for manufacturing part we need alloys and steels and carbon fiber and all. So उसके लिए मैंने search करके register किया था but you sell other part also, deal with other things. तो मैंने उसके लिए register किया but as of now I am not aware कि आपके offers क्या हैं, where I can basically, है ना, sell, resell, distribute, B2B, basically जो भी है, supply chain भी बनाना पड़ेगा and all. तो बहुत चीजें हैं logistics वगैरह। तो वो धीरे-धीरे explore करते हैं but at this point मेरा manufacturing वाला जो need है, if you can fulfill, तो मेरा it will be helpful.)\n[40s] AGENT: Understood, sir. (समझ गया सर।)\n[42s] CUSTOMER: So let's do it later. I'm a bit busy, brother. What we'll do is, you can schedule a call for 7:30 on Google Meet or Zoom, whatever you think is right, or send a call link on WhatsApp. Then my team members will also join, so that will be better. Or else we'll do it tomorrow. (तो अभी हम बाद में करते हैं। मैं थोड़ा बिजी भाई। हम क्या करते हैं ना, 7:30 बजे आप एक call schedule कर सकते हो Google Meet या Zoom का, जो भी आपको लगता है या WhatsApp पे call link बना के भेज दो। तो मेरे टीम वाले भी आ जाएंगे तो वो better रहेगा। या तो फिर हम कल करते हैं।)\n[51s] AGENT: As you're, whenever you're comfortable, but is 7:30 tomorrow morning comfortable, sir? (As you're, whenever you're comfortable, but कल सुबह का 7:30 का comfortable ना सर?)\n[54s] CUSTOMER: Yes. Morning means you can take it before 8:30 or before 9:00. After that, I will be directly free maybe at 11:00 at night or maybe in between at 4:00 in the evening tomorrow. We can do that too. (हां। सुबह मतलब 8:30 के पहले या 9:00 के पहले ले सकते हो। उसके बाद तो फिर मैं सीधा maybe रात को 11:00 या maybe बीच में 4:00 बजे शाम को फ्री हो जाऊंगा कल। वो भी कर सकते हैं।)\n[102s] AGENT: Understood. (समझ गया।)\n[103s] AGENT: Yes, then I'll do it for this evening itself. Then we'll see, sir, how to do it. (हां, तो फिर मैं आज शाम का ही कर लेता हूं। फिर देख लेते हैं सर कैसे करना है।)\n[105s] CUSTOMER: Yes, I mean not 7:30, whatever the time is now, you can consider it 7:15. Let's take 7:00. Let's take 7:00, 7:15. (हां, मतलब 7:30 नहीं, अभी जितना टाइम हो रहा है, आप मान के चलो 7:15. 7:00 पकड़ लेते हैं चलो। 7:00, 7:15 पकड़ ले।)\n[110s] AGENT: Okay sir. (ठीक है सर।)\n[112s] CUSTOMER: Hmm. (हम्म।)\n[112s] AGENT: Right sir. I'll send it after creating the link. (Right sir. मैं भेज देता हूं link बना के।)\n[115s] CUSTOMER: Yes.\n[116s] AGENT: Okay. (ठीक है।)\n[117s] CUSTOMER: Thank you.\n[118s] AGENT: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 21, "connected": 1, "audio_notes": "clear: Some minor background noise is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "21 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\"]", "pitch_coaching_note": "When a customer is busy but agrees to a future meeting, try to ask just one qualifying question (e.g., 'To prepare for our meeting, what city are you in?') before ending the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "alloys and steels and carbon fiber", "catalogue_status": "not_available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a newly registered customer who immediately stated they were in sports manufacturing and needed materials like alloys and carbon fiber. The customer was busy and proactively requested a meeting for later that evening with their team. The agent agreed and committed to sending a meeting link, successfully scheduling a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, calling from JSW One MSME Jindal Steel Works. ... Sir actually you were registered your account on a portal.\", \"comment\": \"The agent gave a professional opening, stating the company and reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the four basic profile verification questions as the customer took control of the call.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions; the customer volunteered their business type but the agent did not probe further.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's value or features.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, then I'll do it for this evening itself. Then we'll see, sir, how to do it.\", \"comment\": \"Although the agent didn't ask for a current requirement, they successfully secured a specific time for a follow-up meeting, fulfilling the intent of scheduling a next step.\"}, {\"step_id\": \"NR6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Right sir. I'll send it after creating the link.\", \"comment\": \"The agent successfully scheduled a meeting for a specific time and committed to sending the link, which is an approved closure outcome.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is busy but agrees to a future meeting, try to ask just one qualifying question (e.g., 'To prepare for our meeting, what city are you in?') before ending the call.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"alloys and steels and carbon fiber\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a newly registered customer who immediately stated they were in sports manufacturing and needed materials like alloys and carbon fiber. The customer was busy and proactively requested a meeting for later that evening with their team. The agent agreed and committed to sending a meeting link, successfully scheduling a next step.\"}", "error": null, "latency_ms": 35829, "input_tokens": 3727, "output_tokens": 780, "created_at": "2026-09-25 11:28:17", "sentiment": "positive", "sentiment_score": 0.25, "sentiment_confidence": "high", "pos": 12, "neg": 4, "lex_hits": 15, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.148, "agent_talk_sec": 16.3, "customer_talk_sec": 93.7, "dead_air_sec": 19.0, "longest_monologue_sec": 3.5, "agent_wpm": 268.7, "interruptions": 0, "agent_turns": 11, "customer_turns": 10, "discovery_qs": 1, "words_agent": 73, "words_customer": 262, "monologue_heavy": 0, "turns": [ { "ucid": "21112178852235891", "idx": 0, "speaker": "customer", "start_s": 0.67, "end_s": 1.07, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178852235891", "idx": 1, "speaker": "agent", "start_s": 1.47, "end_s": 1.87, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178852235891", "idx": 2, "speaker": "customer", "start_s": 2.29, "end_s": 2.59, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178852235891", "idx": 3, "speaker": "agent", "start_s": 3.0, "end_s": 6.0, "text_en": "Uh sir, calling from JSW One MSME Jindal Steel Works.", "text_native": "Uh sir, calling from JSW One MSME Jindal Steel Works." }, { "ucid": "21112178852235891", "idx": 4, "speaker": "customer", "start_s": 6.26, "end_s": 7.8, "text_en": "Yeah, yeah, please, yes sir, please speak.", "text_native": "Yeah, yeah, please, हां सर, बोलिए ना।" }, { "ucid": "21112178852235891", "idx": 5, "speaker": "agent", "start_s": 8.0, "end_s": 11.5, "text_en": "Good afternoon, good evening sir. Sir actually you were registered your account on a portal.", "text_native": "Good afternoon, good evening sir. Sir actually you were registered your account on a portal." }, { "ucid": "21112178852235891", "idx": 6, "speaker": "customer", "start_s": 11.6, "end_s": 40.0, "text_en": "Yeah, yeah, I know, I remember but I'm not starting with that yet. We are in sports or manufacturing part. So for manufacturing part we need alloys and steels and carbon fiber and all. So for that I had searched and registered but you sell other part also, deal with other things. So I registered for that but as of now I am not aware what your offers are, where I can basically, right, sell, resell, distribute, B2B, basically whatever it is, will have to create a supply chain and all. So there are many things, logistics etc. So we'll explore that slowly but at this point my manufacturing need, if you can fulfill it, then it will be helpful for me.", "text_native": "Yeah, yeah, I know, I remember but I'm not starting with that yet. We are in sports or manufacturing part. So for manufacturing part we need alloys and steels and carbon fiber and all. So उसके लिए मैंने search करके register किया था but you sell other part also, deal with other things. तो मैंने उसके लिए register किया but as of now I am not aware कि आपके offers क्या हैं, where I can basically, है ना, sell, resell, distribute, B2B, basically जो भी है, supply chain भी बनाना पड़ेगा and all. तो बहुत चीजें हैं logistics वगैरह। तो वो धीरे-धीरे explore करते हैं but at this point मेरा manufacturing वाला जो need है, if you can fulfill, तो मेरा it will be helpful." }, { "ucid": "21112178852235891", "idx": 7, "speaker": "agent", "start_s": 40.2, "end_s": 40.8, "text_en": "Understood, sir.", "text_native": "समझ गया सर।" }, { "ucid": "21112178852235891", "idx": 8, "speaker": "customer", "start_s": 41.5, "end_s": 51.0, "text_en": "So let's do it later. I'm a bit busy, brother. What we'll do is, you can schedule a call for 7:30 on Google Meet or Zoom, whatever you think is right, or send a call link on WhatsApp. Then my team members will also join, so that will be better. Or else we'll do it tomorrow.", "text_native": "तो अभी हम बाद में करते हैं। मैं थोड़ा बिजी भाई। हम क्या करते हैं ना, 7:30 बजे आप एक call schedule कर सकते हो Google Meet या Zoom का, जो भी आपको लगता है या WhatsApp पे call link बना के भेज दो। तो मेरे टीम वाले भी आ जाएंगे तो वो better रहेगा। या तो फिर हम कल करते हैं।" }, { "ucid": "21112178852235891", "idx": 9, "speaker": "agent", "start_s": 51.1, "end_s": 53.8, "text_en": "As you're, whenever you're comfortable, but is 7:30 tomorrow morning comfortable, sir?", "text_native": "As you're, whenever you're comfortable, but कल सुबह का 7:30 का comfortable ना सर?" }, { "ucid": "21112178852235891", "idx": 10, "speaker": "customer", "start_s": 53.9, "end_s": 101.5, "text_en": "Yes. Morning means you can take it before 8:30 or before 9:00. After that, I will be directly free maybe at 11:00 at night or maybe in between at 4:00 in the evening tomorrow. We can do that too.", "text_native": "हां। सुबह मतलब 8:30 के पहले या 9:00 के पहले ले सकते हो। उसके बाद तो फिर मैं सीधा maybe रात को 11:00 या maybe बीच में 4:00 बजे शाम को फ्री हो जाऊंगा कल। वो भी कर सकते हैं।" }, { "ucid": "21112178852235891", "idx": 11, "speaker": "agent", "start_s": 101.6, "end_s": 102.1, "text_en": "Understood.", "text_native": "समझ गया।" }, { "ucid": "21112178852235891", "idx": 12, "speaker": "agent", "start_s": 102.6, "end_s": 105.0, "text_en": "Yes, then I'll do it for this evening itself. Then we'll see, sir, how to do it.", "text_native": "हां, तो फिर मैं आज शाम का ही कर लेता हूं। फिर देख लेते हैं सर कैसे करना है।" }, { "ucid": "21112178852235891", "idx": 13, "speaker": "customer", "start_s": 105.1, "end_s": 110.0, "text_en": "Yes, I mean not 7:30, whatever the time is now, you can consider it 7:15. Let's take 7:00. Let's take 7:00, 7:15.", "text_native": "हां, मतलब 7:30 नहीं, अभी जितना टाइम हो रहा है, आप मान के चलो 7:15. 7:00 पकड़ लेते हैं चलो। 7:00, 7:15 पकड़ ले।" }, { "ucid": "21112178852235891", "idx": 14, "speaker": "agent", "start_s": 110.2, "end_s": 110.7, "text_en": "Okay sir.", "text_native": "ठीक है सर।" }, { "ucid": "21112178852235891", "idx": 15, "speaker": "customer", "start_s": 111.5, "end_s": 111.8, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178852235891", "idx": 16, "speaker": "agent", "start_s": 112.2, "end_s": 114.2, "text_en": "Right sir. I'll send it after creating the link.", "text_native": "Right sir. मैं भेज देता हूं link बना के।" }, { "ucid": "21112178852235891", "idx": 17, "speaker": "customer", "start_s": 114.8, "end_s": 115.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178852235891", "idx": 18, "speaker": "agent", "start_s": 115.8, "end_s": 116.2, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178852235891", "idx": 19, "speaker": "customer", "start_s": 117.0, "end_s": 117.4, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "21112178852235891", "idx": 20, "speaker": "agent", "start_s": 117.5, "end_s": 117.8, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178852235891", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh sir, calling from JSW One MSME Jindal Steel Works. ... Sir actually you were registered your account on a portal.", "comment": "The agent gave a professional opening, stating the company and reason for the call." }, { "ucid": "21112178852235891", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the four basic profile verification questions as the customer took control of the call." }, { "ucid": "21112178852235891", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any discovery questions; the customer volunteered their business type but the agent did not probe further." }, { "ucid": "21112178852235891", "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 value or features." }, { "ucid": "21112178852235891", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes, then I'll do it for this evening itself. Then we'll see, sir, how to do it.", "comment": "Although the agent didn't ask for a current requirement, they successfully secured a specific time for a follow-up meeting, fulfilling the intent of scheduling a next step." }, { "ucid": "21112178852235891", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Right sir. I'll send it after creating the link.", "comment": "The agent successfully scheduled a meeting for a specific time and committed to sending the link, which is an approved closure outcome." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education" ], "objection_phrases_list": [] }