{ "ucid": "21112178875969511", "call_date": "2026-09-07", "start_time": "2026-09-07 11:11:35", "end_time": "2026-09-07 11:13:40", "duration_sec": 125, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA59a9c7d4da09baaf9056bf177ff089b7.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 766, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178875969511__DIA59a9c7d4da09baaf9056bf177ff089b7.mp3", "audio_bytes": 269568, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 89.856, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] AGENT: Hello. Mr. Ainesh Patel from Aral?\n[5s] CUSTOMER: Hello.\n[5s] CUSTOMER: Hello.\n[6s] CUSTOMER: You speak. (તમે બોલો ને?)\n[7s] AGENT: Very good morning ma'am. Sudhir from JSW One and it's from Jindal Steel. Actually I wanted to connect with Mr. Ainesh Patel.\n[13s] CUSTOMER: Sir, your voice is breaking up. (सर आपका आवाज़ ब्रेक हो रहा है।)\n[15s] AGENT: Hello ma'am, can you hear my voice? (हेलो मैडम, मेरी आवाज़ आ रही है आपको?)\n[16s] CUSTOMER: Yes, speak. (हाँ, बोलिए।)\n[17s] AGENT: Uh, this is Sudhir calling from JSW One, Jindal Steel. Actually, your company Reliance Industries Limited was registered on the portal. And the person in whose name it was registered is Mr. Ainesh Patel. (अ सुधीर बोल रहा हूँ JSW One से, जिंदाल स्टील। Actually ये आपका कंपनी Reliance Industries Limited रजिस्टर्ड था पोर्टल पर। And जो जिनके नाम से रजिस्टर हुआ that is Mr. Ainesh Patel.)\n[24s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[25s] AGENT: Can I speak with him? (उनसे बात हो सकती है?)\n[26s] CUSTOMER: No, no. (नहीं, नहीं।)\n[27s] AGENT: Or do you handle it? Do you handle steel procurement? (कि आप ही देखते हो? Steel procurement आप देखते हो क्या?)\n[29s] CUSTOMER: What what? (क्या क्या?)\n[30s] AGENT: Hello. Do you handle steel procurement, ma'am? (हेलो। Steel procurement आप देखते हो मैडम?)\n[32s] CUSTOMER: Yes, yes. (हाँ हाँ।)\n[33s] AGENT: Okay. So do you have any immediate requirement for steel right now? (Okay. तो अभी कुछ immediate requirement है आपको steel में?)\n[36s] CUSTOMER: No, no. (नहीं नहीं।)\n[37s] AGENT: Okay. When will your requirement go live? Any idea? (ठीक है। कब तक live होगी requirement आपकी? Any idea?)\n[40s] CUSTOMER: No, I have no idea right now, sir. (नहीं, अभी तो कोई idea नहीं सर।)\n[42s] AGENT: Alright, okay, no problem. What was your name, ma'am? (चलो ठीक है, कोई बात नहीं। आपका नाम क्या बताया मैम?)\n[44s] CUSTOMER: Shailija Patel.\n[45s] AGENT: Sorry, what did you say? Shailisha? (Sorry, क्या बोला? Shailisha?)\n[46s] CUSTOMER: Yes. (हाँ।)\n[47s] AGENT: Shailija Patel, okay. Patel ma'am, I'll WhatsApp you my number. Just in case a requirement goes live, you connect with me. Okay? (Shailija Patel, अच्छा। Patel मैम, मैं आपको ना मेरा नंबर WhatsApp करके रखता हूँ। Just in case कुछ requirement live होती है तो आप connect कीजिये मुझसे। Okay?)\n[53s] CUSTOMER: Okay, alright. (Okay, ठीक है।)\n[54s] AGENT: Alright. Thank you so much. (ठीक है। Thank you so much.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\", \"Gujarati\"]", "turn_count": 27, "connected": 1, "audio_notes": "clear: Some call center background noise is present on the agent's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "27 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": 1.5, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "After confirming the contact handles procurement, you must proceed with discovery questions (NR3) to understand their business before asking for an immediate requirement; this builds value and uncovers future opportunities even when there's no current need.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent followed up on a new registration from Reliance Industries. He confirmed he was speaking to a person who handles procurement, but she stated there was no immediate requirement and no timeline for a future one. The agent skipped all discovery and platform education, ending the call by offering to WhatsApp his number without securing a specific next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Very good morning ma'am. Sudhir from JSW One and it's from Jindal Steel.\", \"comment\": \"The agent provided a warm, professional opening and identified himself and the company.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Do you handle steel procurement, ma'am?\", \"comment\": \"Agent confirmed the company and the contact's role in procurement, but did not ask for procurement city or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent skipped discovery entirely, asking no questions about business type, volume, brands, or payment terms.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any benefits of the JSW One platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"When will your requirement go live? Any idea?\", \"comment\": \"After the customer stated no immediate need, the agent failed to schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Patel मैम, मैं आपको ना मेरा नंबर WhatsApp करके रखता हूँ.\", \"comment\": \"The call did not end with one of the three required outcomes; simply sending a number is not a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"After confirming the contact handles procurement, you must proceed with discovery questions (NR3) to understand their business before asking for an immediate requirement; this builds value and uncovers future opportunities even when there's no current need.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent followed up on a new registration from Reliance Industries. He confirmed he was speaking to a person who handles procurement, but she stated there was no immediate requirement and no timeline for a future one. The agent skipped all discovery and platform education, ending the call by offering to WhatsApp his number without securing a specific next step.\"}", "error": null, "latency_ms": 26166, "input_tokens": 3403, "output_tokens": 755, "created_at": "2026-09-25 11:26:55", "sentiment": "neutral", "sentiment_score": -0.025, "sentiment_confidence": "high", "pos": 4, "neg": 2, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.78, "agent_talk_sec": 36.1, "customer_talk_sec": 10.2, "dead_air_sec": 78.7, "longest_monologue_sec": 6.5, "agent_wpm": 256.0, "interruptions": 0, "agent_turns": 13, "customer_turns": 14, "discovery_qs": 13, "words_agent": 154, "words_customer": 35, "monologue_heavy": 1, "turns": [ { "ucid": "21112178875969511", "idx": 0, "speaker": "agent", "start_s": 1.67, "end_s": 4.44, "text_en": "Hello. Mr. Ainesh Patel from Aral?", "text_native": "Hello. Mr. Ainesh Patel from Aral?" }, { "ucid": "21112178875969511", "idx": 1, "speaker": "customer", "start_s": 4.6, "end_s": 5.1, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178875969511", "idx": 2, "speaker": "customer", "start_s": 5.3, "end_s": 5.7, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178875969511", "idx": 3, "speaker": "customer", "start_s": 5.84, "end_s": 6.54, "text_en": "You speak.", "text_native": "તમે બોલો ને?" }, { "ucid": "21112178875969511", "idx": 4, "speaker": "agent", "start_s": 6.64, "end_s": 12.0, "text_en": "Very good morning ma'am. Sudhir from JSW One and it's from Jindal Steel. Actually I wanted to connect with Mr. Ainesh Patel.", "text_native": "Very good morning ma'am. Sudhir from JSW One and it's from Jindal Steel. Actually I wanted to connect with Mr. Ainesh Patel." }, { "ucid": "21112178875969511", "idx": 5, "speaker": "customer", "start_s": 12.55, "end_s": 14.2, "text_en": "Sir, your voice is breaking up.", "text_native": "सर आपका आवाज़ ब्रेक हो रहा है।" }, { "ucid": "21112178875969511", "idx": 6, "speaker": "agent", "start_s": 14.74, "end_s": 16.24, "text_en": "Hello ma'am, can you hear my voice?", "text_native": "हेलो मैडम, मेरी आवाज़ आ रही है आपको?" }, { "ucid": "21112178875969511", "idx": 7, "speaker": "customer", "start_s": 16.44, "end_s": 17.14, "text_en": "Yes, speak.", "text_native": "हाँ, बोलिए।" }, { "ucid": "21112178875969511", "idx": 8, "speaker": "agent", "start_s": 17.34, "end_s": 23.84, "text_en": "Uh, this is Sudhir calling from JSW One, Jindal Steel. Actually, your company Reliance Industries Limited was registered on the portal. And the person in whose name it was registered is Mr. Ainesh Patel.", "text_native": "अ सुधीर बोल रहा हूँ JSW One से, जिंदाल स्टील। Actually ये आपका कंपनी Reliance Industries Limited रजिस्टर्ड था पोर्टल पर। And जो जिनके नाम से रजिस्टर हुआ that is Mr. Ainesh Patel." }, { "ucid": "21112178875969511", "idx": 9, "speaker": "customer", "start_s": 24.2, "end_s": 24.7, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178875969511", "idx": 10, "speaker": "agent", "start_s": 24.8, "end_s": 25.6, "text_en": "Can I speak with him?", "text_native": "उनसे बात हो सकती है?" }, { "ucid": "21112178875969511", "idx": 11, "speaker": "customer", "start_s": 26.0, "end_s": 26.5, "text_en": "No, no.", "text_native": "नहीं, नहीं।" }, { "ucid": "21112178875969511", "idx": 12, "speaker": "agent", "start_s": 26.6, "end_s": 28.6, "text_en": "Or do you handle it? Do you handle steel procurement?", "text_native": "कि आप ही देखते हो? Steel procurement आप देखते हो क्या?" }, { "ucid": "21112178875969511", "idx": 13, "speaker": "customer", "start_s": 29.2, "end_s": 29.7, "text_en": "What what?", "text_native": "क्या क्या?" }, { "ucid": "21112178875969511", "idx": 14, "speaker": "agent", "start_s": 29.8, "end_s": 32.0, "text_en": "Hello. Do you handle steel procurement, ma'am?", "text_native": "हेलो। Steel procurement आप देखते हो मैडम?" }, { "ucid": "21112178875969511", "idx": 15, "speaker": "customer", "start_s": 32.3, "end_s": 32.8, "text_en": "Yes, yes.", "text_native": "हाँ हाँ।" }, { "ucid": "21112178875969511", "idx": 16, "speaker": "agent", "start_s": 33.1, "end_s": 35.5, "text_en": "Okay. So do you have any immediate requirement for steel right now?", "text_native": "Okay. तो अभी कुछ immediate requirement है आपको steel में?" }, { "ucid": "21112178875969511", "idx": 17, "speaker": "customer", "start_s": 35.8, "end_s": 36.3, "text_en": "No, no.", "text_native": "नहीं नहीं।" }, { "ucid": "21112178875969511", "idx": 18, "speaker": "agent", "start_s": 37.0, "end_s": 39.5, "text_en": "Okay. When will your requirement go live? Any idea?", "text_native": "ठीक है। कब तक live होगी requirement आपकी? Any idea?" }, { "ucid": "21112178875969511", "idx": 19, "speaker": "customer", "start_s": 39.8, "end_s": 41.5, "text_en": "No, I have no idea right now, sir.", "text_native": "नहीं, अभी तो कोई idea नहीं सर।" }, { "ucid": "21112178875969511", "idx": 20, "speaker": "agent", "start_s": 41.8, "end_s": 43.8, "text_en": "Alright, okay, no problem. What was your name, ma'am?", "text_native": "चलो ठीक है, कोई बात नहीं। आपका नाम क्या बताया मैम?" }, { "ucid": "21112178875969511", "idx": 21, "speaker": "customer", "start_s": 44.0, "end_s": 44.8, "text_en": "Shailija Patel.", "text_native": "Shailija Patel." }, { "ucid": "21112178875969511", "idx": 22, "speaker": "agent", "start_s": 45.3, "end_s": 46.3, "text_en": "Sorry, what did you say? Shailisha?", "text_native": "Sorry, क्या बोला? Shailisha?" }, { "ucid": "21112178875969511", "idx": 23, "speaker": "customer", "start_s": 46.5, "end_s": 46.9, "text_en": "Yes.", "text_native": "हाँ।" }, { "ucid": "21112178875969511", "idx": 24, "speaker": "agent", "start_s": 47.0, "end_s": 53.0, "text_en": "Shailija Patel, okay. Patel ma'am, I'll WhatsApp you my number. Just in case a requirement goes live, you connect with me. Okay?", "text_native": "Shailija Patel, अच्छा। Patel मैम, मैं आपको ना मेरा नंबर WhatsApp करके रखता हूँ। Just in case कुछ requirement live होती है तो आप connect कीजिये मुझसे। Okay?" }, { "ucid": "21112178875969511", "idx": 25, "speaker": "customer", "start_s": 53.2, "end_s": 54.1, "text_en": "Okay, alright.", "text_native": "Okay, ठीक है।" }, { "ucid": "21112178875969511", "idx": 26, "speaker": "agent", "start_s": 54.4, "end_s": 55.5, "text_en": "Alright. Thank you so much.", "text_native": "ठीक है। Thank you so much." } ], "steps": [ { "ucid": "21112178875969511", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Very good morning ma'am. Sudhir from JSW One and it's from Jindal Steel.", "comment": "The agent provided a warm, professional opening and identified himself and the company." }, { "ucid": "21112178875969511", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Do you handle steel procurement, ma'am?", "comment": "Agent confirmed the company and the contact's role in procurement, but did not ask for procurement city or best contact details." }, { "ucid": "21112178875969511", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent skipped discovery entirely, asking no questions about business type, volume, brands, or payment terms." }, { "ucid": "21112178875969511", "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 any benefits of the JSW One platform." }, { "ucid": "21112178875969511", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "When will your requirement go live? Any idea?", "comment": "After the customer stated no immediate need, the agent failed to schedule a specific callback date." }, { "ucid": "21112178875969511", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Patel मैम, मैं आपको ना मेरा नंबर WhatsApp करके रखता हूँ.", "comment": "The call did not end with one of the three required outcomes; simply sending a number is not a committed next step." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }