{ "ucid": "21112178876129541", "call_date": "2026-09-07", "start_time": "2026-09-07 11:38:15", "end_time": "2026-09-07 11:40:09", "duration_sec": 114, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf7ce4dab67f1950554cfdf1211a758d4.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 765, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178876129541__DIAf7ce4dab67f1950554cfdf1211a758d4.mp3", "audio_bytes": 296136, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 98.712, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Hello? (हॅलो?)\n[3s] AGENT: Akash ji, hello. (आकाश जी, नमस्ते।)\n[4s] CUSTOMER: Hello. (नमस्ते जी।)\n[6s] AGENT: Akash ji, this is Rohit Mishra speaking from JSW, from Mumbai. (आकाश जी, रोहित मिश्रा बात कर रहा हूं JSW से, from Mumbai.)\n[8s] CUSTOMER: From where? (कहां से?)\n[9s] AGENT: Okay, doubt. (अच्छा, डाउट।)\n[10s] CUSTOMER: Yes, where are you calling from? (हां जी, कहां से बोल रहे हैं?)\n[11s] AGENT: This is Rohit Mishra speaking from JSW. From the JSW One platform. (रोहित मिश्रा बात कर रहा हूं JSW से। JSW One प्लॅटफॉर्म से।)\n[14s] CUSTOMER: Oh, JSW, okay. (अच्छा, JSW, ओके।)\n[16s] AGENT: Yes. You had registered your company, Leosonic Private Limited. (हां। आपने अपनी कंपनी रजिस्टर की थी, Leosonic Private Limited.)\n[18s] CUSTOMER: Yes, I had. (हां जी, की थी।)\n[19s] AGENT: Right, right. Are you like the owner of the company? (Right, right. आप कंपनी के like owner हैं?)\n[21s] CUSTOMER: Yes, I am the owner. (Yes, owner हूं।)\n[22s] AGENT: Okay. What do you do? (ओके। क्या करते हैं आप?)\n[23s] CUSTOMER: We work in machine manufacturing. Ultrasonic plastic welding machines. (हम मशीन मैन्युफैक्चरिंग पे काम करते हैं। Ultrasonic plastic welding machines.)\n[27s] AGENT: Okay, okay, okay. Great. Do you have any requirement now in MS? In mild steel? (ओके, ओके, ओके। Great. अभी कुछ रिक्वायरमेंट है क्या MS में? Mild steel में?)\n[30s] CUSTOMER: Actually, we have a requirement for those angles and all that you have, pipes, meaning 70 by 70, 2, 3 mm, 150, 150, 6 mm. So I was seeing that it's not available with you like that. There was a system for inquiry and all. (Actually हमें ना अभी वो रिक्वायरमेंट रहती है उनकी angles वगेरा जो होते हैं ना आपके, pipe हो गए मतलब 70 to 70, 2, 3 mm, 150, 150, 6 mm. तो उसमें मैं देख रहा था अभी वो आपका वैसे अवेलेबल नहीं है। उसमें इंक्वायरी वगेरा का सिस्टम आ रहा था।)\n[38s] AGENT: Hmm, okay, okay. What I'll do is, yes, we do that, no doubt. I'll send you some of my details on WhatsApp. You can share with me if you have any live requirement right now. (हम्म, ओके, ओके। मैं क्या करता हूं ना, हां, हम करते हैं वो, no doubt. मैं आपको ना WhatsApp पे अपना कुछ डिटेल्स भेज देता हूं। एक बार आप मुझे शेयर कर दो अपना जो भी अभी अगर कुछ लाइव रिक्वायरमेंट है तो।)\n[46s] CUSTOMER: There was a live one, but that's done, I've given it. Meaning it has been executed. Next time, yes, if it comes up then. You can still send it to me on WhatsApp so that next time it happens, I will contact you. (अभी लाइव था, वो तो हो गया, मैंने दे दिया। मतलब एग्जीक्यूट हो चुका है वो। Next time हां, आता है तो फिर। आप मेरेको फिर भी WhatsApp पे डाल के देखिए ताकि next time जब होगा तो मैं आपसे कांटेक्ट करूंगा।)\n[52s] AGENT: No problem, no problem. Okay. This is not my personal number, don't save this one. The number I will send on WhatsApp, (No problem, no problem. ओके। ये मेरा पर्सनल नंबर नहीं है, आप ये मत सेव करना। मैंने जो WhatsApp पे नंबर भेजूंगा,)\n[56s] CUSTOMER: Yes, yes, if you message me on WhatsApp, I will save that one. (हां हां, WhatsApp पे मुझे करोगे मैं वो सेव कर लूंगा।)\n[58s] AGENT: Done, done. Okay. Alright Akash ji, thanks a lot. (Done, done. ओके। ठीक है आकाश जी, thanks a lot.)\n[60s] CUSTOMER: [inaudible]", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: There is some minor background noise on the agent's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 turns, clean transcript (4% 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": "When a customer's immediate requirement is gone, pivot to discovery about their total monthly steel consumption to understand their business and schedule a specific follow-up 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": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 0, "supply_flag": "not_in_stockyard", "supply_details": "Customer noted that angles/pipes (e.g., 70x70, 150x150) were not showing as available for direct purchase on the platform, leading to an inquiry form.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a machine manufacturer, had recently registered and inquired about angles and pipes which they noted were not available for direct purchase on the platform. The agent confirmed availability but failed to conduct further discovery or establish a concrete next step, ending the call by agreeing to send his contact details for the customer to use in the future.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Akash ji, this is Rohit Mishra speaking from JSW, from Mumbai.\", \"comment\": \"The agent gave a professional opening that referenced the customer's recent registration, positioning the call as a follow-up.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Are you like the owner of the company?\", \"comment\": \"Agent confirmed the company name and the customer's role as owner, but did not ask for the procurement city or verify contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What do you do?\", \"comment\": \"Agent only asked about the business type and skipped all other discovery questions about volume, brands, and buying patterns.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent mentioned the 'JSW One platform' by name but did not explain any of its benefits like transparent pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement now in MS? In mild steel?\", \"comment\": \"After learning the customer had no immediate need, the agent failed to schedule a specific callback date, leaving it as an open-ended 'next time'.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a platform walkthrough; the only action was the agent sending his own details.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's immediate requirement is gone, pivot to discovery about their total monthly steel consumption to understand their business and schedule a specific follow-up 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\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Customer noted that angles/pipes (e.g., 70x70, 150x150) were not showing as available for direct purchase on the platform, leading to an inquiry form.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a machine manufacturer, had recently registered and inquired about angles and pipes which they noted were not available for direct purchase on the platform. The agent confirmed availability but failed to conduct further discovery or establish a concrete next step, ending the call by agreeing to send his contact details for the customer to use in the future.\"}", "error": null, "latency_ms": 36745, "input_tokens": 3644, "output_tokens": 821, "created_at": "2026-09-25 11:27:03", "sentiment": "positive", "sentiment_score": 0.462, "sentiment_confidence": "high", "pos": 10, "neg": 0, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.521, "agent_talk_sec": 29.5, "customer_talk_sec": 27.1, "dead_air_sec": 57.4, "longest_monologue_sec": 7.0, "agent_wpm": 272.5, "interruptions": 0, "agent_turns": 12, "customer_turns": 12, "discovery_qs": 5, "words_agent": 134, "words_customer": 132, "monologue_heavy": 0, "turns": [ { "ucid": "21112178876129541", "idx": 0, "speaker": "customer", "start_s": 1.38, "end_s": 1.78, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178876129541", "idx": 1, "speaker": "agent", "start_s": 2.38, "end_s": 2.78, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178876129541", "idx": 2, "speaker": "agent", "start_s": 3.0, "end_s": 4.0, "text_en": "Akash ji, hello.", "text_native": "आकाश जी, नमस्ते।" }, { "ucid": "21112178876129541", "idx": 3, "speaker": "customer", "start_s": 4.5, "end_s": 5.1, "text_en": "Hello.", "text_native": "नमस्ते जी।" }, { "ucid": "21112178876129541", "idx": 4, "speaker": "agent", "start_s": 5.6, "end_s": 8.2, "text_en": "Akash ji, this is Rohit Mishra speaking from JSW, from Mumbai.", "text_native": "आकाश जी, रोहित मिश्रा बात कर रहा हूं JSW से, from Mumbai." }, { "ucid": "21112178876129541", "idx": 5, "speaker": "customer", "start_s": 8.2, "end_s": 8.6, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178876129541", "idx": 6, "speaker": "agent", "start_s": 8.6, "end_s": 10.0, "text_en": "Okay, doubt.", "text_native": "अच्छा, डाउट।" }, { "ucid": "21112178876129541", "idx": 7, "speaker": "customer", "start_s": 10.0, "end_s": 11.0, "text_en": "Yes, where are you calling from?", "text_native": "हां जी, कहां से बोल रहे हैं?" }, { "ucid": "21112178876129541", "idx": 8, "speaker": "agent", "start_s": 11.0, "end_s": 14.0, "text_en": "This is Rohit Mishra speaking from JSW. From the JSW One platform.", "text_native": "रोहित मिश्रा बात कर रहा हूं JSW से। JSW One प्लॅटफॉर्म से।" }, { "ucid": "21112178876129541", "idx": 9, "speaker": "customer", "start_s": 14.2, "end_s": 15.4, "text_en": "Oh, JSW, okay.", "text_native": "अच्छा, JSW, ओके।" }, { "ucid": "21112178876129541", "idx": 10, "speaker": "agent", "start_s": 15.8, "end_s": 18.5, "text_en": "Yes. You had registered your company, Leosonic Private Limited.", "text_native": "हां। आपने अपनी कंपनी रजिस्टर की थी, Leosonic Private Limited." }, { "ucid": "21112178876129541", "idx": 11, "speaker": "customer", "start_s": 18.5, "end_s": 19.2, "text_en": "Yes, I had.", "text_native": "हां जी, की थी।" }, { "ucid": "21112178876129541", "idx": 12, "speaker": "agent", "start_s": 19.2, "end_s": 20.8, "text_en": "Right, right. Are you like the owner of the company?", "text_native": "Right, right. आप कंपनी के like owner हैं?" }, { "ucid": "21112178876129541", "idx": 13, "speaker": "customer", "start_s": 20.8, "end_s": 21.8, "text_en": "Yes, I am the owner.", "text_native": "Yes, owner हूं।" }, { "ucid": "21112178876129541", "idx": 14, "speaker": "agent", "start_s": 22.0, "end_s": 22.8, "text_en": "Okay. What do you do?", "text_native": "ओके। क्या करते हैं आप?" }, { "ucid": "21112178876129541", "idx": 15, "speaker": "customer", "start_s": 23.2, "end_s": 26.5, "text_en": "We work in machine manufacturing. Ultrasonic plastic welding machines.", "text_native": "हम मशीन मैन्युफैक्चरिंग पे काम करते हैं। Ultrasonic plastic welding machines." }, { "ucid": "21112178876129541", "idx": 16, "speaker": "agent", "start_s": 26.8, "end_s": 30.0, "text_en": "Okay, okay, okay. Great. Do you have any requirement now in MS? In mild steel?", "text_native": "ओके, ओके, ओके। Great. अभी कुछ रिक्वायरमेंट है क्या MS में? Mild steel में?" }, { "ucid": "21112178876129541", "idx": 17, "speaker": "customer", "start_s": 30.5, "end_s": 38.5, "text_en": "Actually, we have a requirement for those angles and all that you have, pipes, meaning 70 by 70, 2, 3 mm, 150, 150, 6 mm. So I was seeing that it's not available with you like that. There was a system for inquiry and all.", "text_native": "Actually हमें ना अभी वो रिक्वायरमेंट रहती है उनकी angles वगेरा जो होते हैं ना आपके, pipe हो गए मतलब 70 to 70, 2, 3 mm, 150, 150, 6 mm. तो उसमें मैं देख रहा था अभी वो आपका वैसे अवेलेबल नहीं है। उसमें इंक्वायरी वगेरा का सिस्टम आ रहा था।" }, { "ucid": "21112178876129541", "idx": 18, "speaker": "agent", "start_s": 38.5, "end_s": 45.5, "text_en": "Hmm, okay, okay. What I'll do is, yes, we do that, no doubt. I'll send you some of my details on WhatsApp. You can share with me if you have any live requirement right now.", "text_native": "हम्म, ओके, ओके। मैं क्या करता हूं ना, हां, हम करते हैं वो, no doubt. मैं आपको ना WhatsApp पे अपना कुछ डिटेल्स भेज देता हूं। एक बार आप मुझे शेयर कर दो अपना जो भी अभी अगर कुछ लाइव रिक्वायरमेंट है तो।" }, { "ucid": "21112178876129541", "idx": 19, "speaker": "customer", "start_s": 45.5, "end_s": 52.0, "text_en": "There was a live one, but that's done, I've given it. Meaning it has been executed. Next time, yes, if it comes up then. You can still send it to me on WhatsApp so that next time it happens, I will contact you.", "text_native": "अभी लाइव था, वो तो हो गया, मैंने दे दिया। मतलब एग्जीक्यूट हो चुका है वो। Next time हां, आता है तो फिर। आप मेरेको फिर भी WhatsApp पे डाल के देखिए ताकि next time जब होगा तो मैं आपसे कांटेक्ट करूंगा।" }, { "ucid": "21112178876129541", "idx": 20, "speaker": "agent", "start_s": 52.0, "end_s": 56.0, "text_en": "No problem, no problem. Okay. This is not my personal number, don't save this one. The number I will send on WhatsApp,", "text_native": "No problem, no problem. ओके। ये मेरा पर्सनल नंबर नहीं है, आप ये मत सेव करना। मैंने जो WhatsApp पे नंबर भेजूंगा," }, { "ucid": "21112178876129541", "idx": 21, "speaker": "customer", "start_s": 56.0, "end_s": 58.0, "text_en": "Yes, yes, if you message me on WhatsApp, I will save that one.", "text_native": "हां हां, WhatsApp पे मुझे करोगे मैं वो सेव कर लूंगा।" }, { "ucid": "21112178876129541", "idx": 22, "speaker": "agent", "start_s": 58.0, "end_s": 59.8, "text_en": "Done, done. Okay. Alright Akash ji, thanks a lot.", "text_native": "Done, done. ओके। ठीक है आकाश जी, thanks a lot." }, { "ucid": "21112178876129541", "idx": 23, "speaker": "customer", "start_s": 60.0, "end_s": 62.0, "text_en": "[inaudible]", "text_native": "[inaudible]" } ], "steps": [ { "ucid": "21112178876129541", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Akash ji, this is Rohit Mishra speaking from JSW, from Mumbai.", "comment": "The agent gave a professional opening that referenced the customer's recent registration, positioning the call as a follow-up." }, { "ucid": "21112178876129541", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Are you like the owner of the company?", "comment": "Agent confirmed the company name and the customer's role as owner, but did not ask for the procurement city or verify contact details." }, { "ucid": "21112178876129541", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "What do you do?", "comment": "Agent only asked about the business type and skipped all other discovery questions about volume, brands, and buying patterns." }, { "ucid": "21112178876129541", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent mentioned the 'JSW One platform' by name but did not explain any of its benefits like transparent pricing or test certificates." }, { "ucid": "21112178876129541", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Do you have any requirement now in MS? In mild steel?", "comment": "After learning the customer had no immediate need, the agent failed to schedule a specific callback date, leaving it as an open-ended 'next time'." }, { "ucid": "21112178876129541", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without a quote, a specific callback date, or a platform walkthrough; the only action was the agent sending his own details." } ], "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": [] }