{ "ucid": "21112178884365851", "call_date": "2026-09-08", "start_time": "2026-09-08 10:30:58", "end_time": "2026-09-08 10:32:32", "duration_sec": 94, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "General Enquiry", "agent": "abhinav gautam", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf3f08fb216f1b0a2be3a0b50dfbcda16.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 656, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178884365851__DIAf3f08fb216f1b0a2be3a0b50dfbcda16.mp3", "audio_bytes": 252288, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 84.096, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[3s] AGENT: Hello. (हॅलो.)\n[3s] CUSTOMER: Hello. (हॅलो.)\n[4s] AGENT: Yes, hello sir. This is Abhinav Gautam speaking from JSW One. (हां नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One से।)\n[8s] CUSTOMER: Yes, please tell me. (हां जी, बोलिए ना।)\n[9s] AGENT: Sir, you had created a requirement through your application with us, for six fifteen hundred. (ये सर आपने रिक्वायरमेंट बनाई थी अपने एप्लीकेशन के थ्रू हमारे पास, छह पंद्रह सौ का।)\n[13s] CUSTOMER: Yes. (हां जी।)\n[14s] AGENT: So sir, we have this stock, but it's in Chakan, the six fifteen hundred one, so Chakan will probably be closer for you. (तो सर ये स्टॉक हमारे पास है तो पर चाकन में है छह पंद्रह सौ का, तो चाकन से ही आपके शायद पास भी पड़ेगा।)\n[19s] CUSTOMER: Yes, it will be closer from Chakan. So what will be its rate, sir? (हां, चाकन से पास में पड़ेगा। तो इसका रेट क्या रहेगा सर?)\n[23s] AGENT: Sir, our MOU is about to come, it will arrive in half an hour, then I will share the rate with you. (अभी सर एम ओ यू हमारा आने वाला है, अभी आधे घंटे में आ जाएगा तो मैं शेयर कर दूंगा आपको रेट तो।)\n[28s] CUSTOMER: Okay. (अच्छा।)\n[29s] AGENT: That's not an issue, yes. (उसकी दिक्कत हां।)\n[30s] CUSTOMER: Uh okay, fine. And the thing is, I have a regular uh uh requirement. (अ अच्छा ठीक है। और मेरा क्या है कि रेगुलरली मेरा अ अ रिक्वायरमेंट रहता है।)\n[36s] CUSTOMER: Uh but that, understand, uh I need it cut to length. (अ लेकिन वो समझिए अ कट टू लेंथ मुझे लगता है।)\n[40s] AGENT: That's not an issue. Last time also your requirement came to us, I know that. But last time it couldn't be fulfilled, you had closed it with CR. (वो दिक्कत नहीं है। लास्ट टाइम भी आपकी रिक्वायरमेंट आई थी हमारे पास, वो तो जानता हूं मैं। पर लास्ट टाइम नहीं हो पाई थी, आपने सी आर के साथ क्लोज कर लिया था।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: There is a slight echo on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "When a customer states they have a 'regular requirement', you must ask discovery questions about their monthly tonnage and end-use to understand their full potential.", "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": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer inquired about a requirement for 'six fifteen hundred' material submitted via the app. The agent confirmed the item was in stock at the Chakan yard. As the price was not yet available, the agent promised to provide it within half an hour. The customer also mentioned a regular need for cut-to-length material, which the agent acknowledged.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had created a requirement through your application with us, for six fifteen hundred.\", \"comment\": \"The agent correctly referenced the customer's submission on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only revalidated the size ('six fifteen hundred'), but failed to confirm product/grade, quantity, location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked, missing an opportunity when the customer mentioned a 'regular requirement'.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, our MOU is about to come, it will arrive in half an hour, then I will share the rate with you.\", \"comment\": \"Although price was not available, the agent committed to a clear timeline for providing it.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So sir, we have this stock, but it's in Chakan, the six fifteen hundred one, so Chakan will probably be closer for you.\", \"comment\": \"The agent did not re-pitch the portfolio and kept the conversation focused on the customer's specific need.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states they have a 'regular requirement', you must ask discovery questions about their monthly tonnage and end-use to understand their full potential.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer inquired about a requirement for 'six fifteen hundred' material submitted via the app. The agent confirmed the item was in stock at the Chakan yard. As the price was not yet available, the agent promised to provide it within half an hour. The customer also mentioned a regular need for cut-to-length material, which the agent acknowledged.\"}", "error": null, "latency_ms": 33816, "input_tokens": 3181, "output_tokens": 701, "created_at": "2026-09-25 11:22:17", "sentiment": "positive", "sentiment_score": 0.371, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.595, "agent_talk_sec": 23.8, "customer_talk_sec": 16.2, "dead_air_sec": 54.0, "longest_monologue_sec": 5.0, "agent_wpm": 264.7, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 0, "words_agent": 105, "words_customer": 47, "monologue_heavy": 0, "turns": [ { "ucid": "21112178884365851", "idx": 0, "speaker": "customer", "start_s": 1.3, "end_s": 2.1, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178884365851", "idx": 1, "speaker": "agent", "start_s": 2.58, "end_s": 3.1, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178884365851", "idx": 2, "speaker": "customer", "start_s": 3.4, "end_s": 3.9, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178884365851", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 7.9, "text_en": "Yes, hello sir. This is Abhinav Gautam speaking from JSW One.", "text_native": "हां नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One से।" }, { "ucid": "21112178884365851", "idx": 4, "speaker": "customer", "start_s": 8.1, "end_s": 9.0, "text_en": "Yes, please tell me.", "text_native": "हां जी, बोलिए ना।" }, { "ucid": "21112178884365851", "idx": 5, "speaker": "agent", "start_s": 9.1, "end_s": 13.0, "text_en": "Sir, you had created a requirement through your application with us, for six fifteen hundred.", "text_native": "ये सर आपने रिक्वायरमेंट बनाई थी अपने एप्लीकेशन के थ्रू हमारे पास, छह पंद्रह सौ का।" }, { "ucid": "21112178884365851", "idx": 6, "speaker": "customer", "start_s": 13.2, "end_s": 13.8, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178884365851", "idx": 7, "speaker": "agent", "start_s": 14.2, "end_s": 19.0, "text_en": "So sir, we have this stock, but it's in Chakan, the six fifteen hundred one, so Chakan will probably be closer for you.", "text_native": "तो सर ये स्टॉक हमारे पास है तो पर चाकन में है छह पंद्रह सौ का, तो चाकन से ही आपके शायद पास भी पड़ेगा।" }, { "ucid": "21112178884365851", "idx": 8, "speaker": "customer", "start_s": 19.3, "end_s": 23.0, "text_en": "Yes, it will be closer from Chakan. So what will be its rate, sir?", "text_native": "हां, चाकन से पास में पड़ेगा। तो इसका रेट क्या रहेगा सर?" }, { "ucid": "21112178884365851", "idx": 9, "speaker": "agent", "start_s": 23.2, "end_s": 28.0, "text_en": "Sir, our MOU is about to come, it will arrive in half an hour, then I will share the rate with you.", "text_native": "अभी सर एम ओ यू हमारा आने वाला है, अभी आधे घंटे में आ जाएगा तो मैं शेयर कर दूंगा आपको रेट तो।" }, { "ucid": "21112178884365851", "idx": 10, "speaker": "customer", "start_s": 28.2, "end_s": 28.7, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178884365851", "idx": 11, "speaker": "agent", "start_s": 28.8, "end_s": 29.9, "text_en": "That's not an issue, yes.", "text_native": "उसकी दिक्कत हां।" }, { "ucid": "21112178884365851", "idx": 12, "speaker": "customer", "start_s": 30.3, "end_s": 36.0, "text_en": "Uh okay, fine. And the thing is, I have a regular uh uh requirement.", "text_native": "अ अच्छा ठीक है। और मेरा क्या है कि रेगुलरली मेरा अ अ रिक्वायरमेंट रहता है।" }, { "ucid": "21112178884365851", "idx": 13, "speaker": "customer", "start_s": 36.5, "end_s": 40.0, "text_en": "Uh but that, understand, uh I need it cut to length.", "text_native": "अ लेकिन वो समझिए अ कट टू लेंथ मुझे लगता है।" }, { "ucid": "21112178884365851", "idx": 14, "speaker": "agent", "start_s": 40.1, "end_s": 45.1, "text_en": "That's not an issue. Last time also your requirement came to us, I know that. But last time it couldn't be fulfilled, you had closed it with CR.", "text_native": "वो दिक्कत नहीं है। लास्ट टाइम भी आपकी रिक्वायरमेंट आई थी हमारे पास, वो तो जानता हूं मैं। पर लास्ट टाइम नहीं हो पाई थी, आपने सी आर के साथ क्लोज कर लिया था।" } ], "steps": [ { "ucid": "21112178884365851", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, you had created a requirement through your application with us, for six fifteen hundred.", "comment": "The agent correctly referenced the customer's submission on the platform." }, { "ucid": "21112178884365851", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only revalidated the size ('six fifteen hundred'), but failed to confirm product/grade, quantity, location, or timeline." }, { "ucid": "21112178884365851", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked, missing an opportunity when the customer mentioned a 'regular requirement'." }, { "ucid": "21112178884365851", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, our MOU is about to come, it will arrive in half an hour, then I will share the rate with you.", "comment": "Although price was not available, the agent committed to a clear timeline for providing it." }, { "ucid": "21112178884365851", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "So sir, we have this stock, but it's in Chakan, the six fifteen hundred one, so Chakan will probably be closer for you.", "comment": "The agent did not re-pitch the portfolio and kept the conversation focused on the customer's specific need." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }