{ "ucid": "21112178885253681", "call_date": "2026-09-08", "start_time": "2026-09-08 12:58:56", "end_time": "2026-09-08 13:00:31", "duration_sec": 95, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Does_not_deal_Steel", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA14f8701cc3ad5277283cb8693c452349.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 645, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178885253681__DIA14f8701cc3ad5277283cb8693c452349.mp3", "audio_bytes": 219456, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 73.152, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello?\n[6s] AGENT: Akshat Resources?\n[7s] CUSTOMER: Yes.\n[7s] AGENT: Yeah, a very good afternoon sir. Sudhir here from JSW One MSME, Jindal Steel.\n[10s] CUSTOMER: Yeah sir. Good afternoon sir.\n[11s] AGENT: Uh your account was registered on our portal for this Telangana location and it was in reference with your steel procurement.\n[15s] CUSTOMER: Procurement sir? No no sir. Uh we are into sir supply of this iron ore.\n[18s] AGENT: I'm sorry?\n[19s] CUSTOMER: Supply of iron ore, ore.\n[21s] AGENT: I'm not getting. What you are trying to say sir?\n[22s] CUSTOMER: Sir we are into supply of iron ore.\n[24s] AGENT: Iron ore. Okay, okay.\n[26s] CUSTOMER: Yeah, regarding that we have registered it.\n[27s] AGENT: So you want to be our vendor. You don't want steel from us, correct?\n[29s] CUSTOMER: Yeah yeah. No no sir. Vendor.\n[31s] AGENT: No no no. In that case, so what is the good name sir?\n[33s] CUSTOMER: Amit Agarwal.\n[34s] AGENT: Okay Amit ji, (अच्छा अमित जी,)\n[35s] CUSTOMER: Yes.\n[35s] AGENT: You understand Hindi, right? (हिंदी समझते हो ना?)\n[36s] CUSTOMER: Yes yes, please tell me. (हाँ जी हाँ जी, बताइए ना।)\n[37s] AGENT: Amit ji, this portal of ours, JSW One MSME, this is basically an e-commerce platform. From this platform, we supply steel, sir. (अमित जी, यह जो हमारा पोर्टल है ना, JSW One MSME, this is basically e-commerce platform. यह प्लेटफॉर्म से हम स्टील सप्लाई करते हैं सर।)\n[42s] CUSTOMER: Okay. Actually, I was told it was for a vendor, that's why. (ओके। एक्चुअली वेंडर वेंडर के लिए बोलके वैसे ही बताया था।)\n[44s] AGENT: Yes. No no no sir. Okay anyways, thank you so much. Bye.\n[46s] CUSTOMER: Thank you. Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 25, "connected": 1, "audio_notes": "clear: Some 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": "25 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": "You correctly identified this was not a steel buyer and ended the call professionally, which was the right action for this lead.", "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": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registration and quickly discovered the lead was not a steel buyer. The customer, a supplier of iron ore, had mistakenly registered believing the platform was for vendors. The agent clarified the platform's purpose and professionally ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah, a very good afternoon sir. Sudhir here from JSW One MSME, Jindal Steel.\", \"comment\": \"The agent provided a standard, professional opening.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Akshat Resources?... your account was registered on our portal for this Telangana location... what is the good name sir?\", \"comment\": \"The agent confirmed the company name and location but the call was disqualified before procurement involvement or contact details could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended after the customer clarified they are a supplier, not a buyer, before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"this portal of ours, JSW One MSME, this is basically an e-commerce platform. यह प्लेटफॉर्म से हम स्टील सप्लाई करते हैं सर।\", \"comment\": \"The agent correctly explained the platform's function to clarify a misunderstanding, but did not pitch any of the required value propositions (pricing, TC, stock).\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The lead was correctly identified as a non-prospect, so no opportunity could be identified or callback scheduled per the rubric's criteria.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was correctly ended after disqualification, but did not result in one of the three prescribed closure outcomes (quote, callback, walkthrough).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified this was not a steel buyer and ended the call professionally, which was the right action for this lead.\", \"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\": 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 contacted a new registration and quickly discovered the lead was not a steel buyer. The customer, a supplier of iron ore, had mistakenly registered believing the platform was for vendors. The agent clarified the platform's purpose and professionally ended the call.\"}", "error": null, "latency_ms": 40293, "input_tokens": 3175, "output_tokens": 770, "created_at": "2026-09-25 11:21:42", "sentiment": "positive", "sentiment_score": 0.279, "sentiment_confidence": "high", "pos": 22, "neg": 2, "lex_hits": 17, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.591, "agent_talk_sec": 22.5, "customer_talk_sec": 15.6, "dead_air_sec": 56.9, "longest_monologue_sec": 4.4, "agent_wpm": 325.3, "interruptions": 0, "agent_turns": 12, "customer_turns": 13, "discovery_qs": 6, "words_agent": 122, "words_customer": 72, "monologue_heavy": 0, "turns": [ { "ucid": "21112178885253681", "idx": 0, "speaker": "customer", "start_s": 4.98, "end_s": 5.48, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178885253681", "idx": 1, "speaker": "agent", "start_s": 5.73, "end_s": 6.43, "text_en": "Akshat Resources?", "text_native": "Akshat Resources?" }, { "ucid": "21112178885253681", "idx": 2, "speaker": "customer", "start_s": 6.77, "end_s": 7.07, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178885253681", "idx": 3, "speaker": "agent", "start_s": 7.37, "end_s": 10.1, "text_en": "Yeah, a very good afternoon sir. Sudhir here from JSW One MSME, Jindal Steel.", "text_native": "Yeah, a very good afternoon sir. Sudhir here from JSW One MSME, Jindal Steel." }, { "ucid": "21112178885253681", "idx": 4, "speaker": "customer", "start_s": 10.1, "end_s": 11.17, "text_en": "Yeah sir. Good afternoon sir.", "text_native": "Yeah sir. Good afternoon sir." }, { "ucid": "21112178885253681", "idx": 5, "speaker": "agent", "start_s": 11.17, "end_s": 14.9, "text_en": "Uh your account was registered on our portal for this Telangana location and it was in reference with your steel procurement.", "text_native": "Uh your account was registered on our portal for this Telangana location and it was in reference with your steel procurement." }, { "ucid": "21112178885253681", "idx": 6, "speaker": "customer", "start_s": 14.9, "end_s": 17.8, "text_en": "Procurement sir? No no sir. Uh we are into sir supply of this iron ore.", "text_native": "Procurement sir? No no sir. Uh we are into sir supply of this iron ore." }, { "ucid": "21112178885253681", "idx": 7, "speaker": "agent", "start_s": 18.27, "end_s": 18.7, "text_en": "I'm sorry?", "text_native": "I'm sorry?" }, { "ucid": "21112178885253681", "idx": 8, "speaker": "customer", "start_s": 19.0, "end_s": 20.3, "text_en": "Supply of iron ore, ore.", "text_native": "Supply of iron ore, ore." }, { "ucid": "21112178885253681", "idx": 9, "speaker": "agent", "start_s": 20.8, "end_s": 22.2, "text_en": "I'm not getting. What you are trying to say sir?", "text_native": "I'm not getting. What you are trying to say sir?" }, { "ucid": "21112178885253681", "idx": 10, "speaker": "customer", "start_s": 22.2, "end_s": 23.7, "text_en": "Sir we are into supply of iron ore.", "text_native": "Sir we are into supply of iron ore." }, { "ucid": "21112178885253681", "idx": 11, "speaker": "agent", "start_s": 23.7, "end_s": 25.1, "text_en": "Iron ore. Okay, okay.", "text_native": "Iron ore. Okay, okay." }, { "ucid": "21112178885253681", "idx": 12, "speaker": "customer", "start_s": 25.5, "end_s": 27.0, "text_en": "Yeah, regarding that we have registered it.", "text_native": "Yeah, regarding that we have registered it." }, { "ucid": "21112178885253681", "idx": 13, "speaker": "agent", "start_s": 27.3, "end_s": 29.3, "text_en": "So you want to be our vendor. You don't want steel from us, correct?", "text_native": "So you want to be our vendor. You don't want steel from us, correct?" }, { "ucid": "21112178885253681", "idx": 14, "speaker": "customer", "start_s": 29.3, "end_s": 30.6, "text_en": "Yeah yeah. No no sir. Vendor.", "text_native": "Yeah yeah. No no sir. Vendor." }, { "ucid": "21112178885253681", "idx": 15, "speaker": "agent", "start_s": 30.6, "end_s": 32.6, "text_en": "No no no. In that case, so what is the good name sir?", "text_native": "No no no. In that case, so what is the good name sir?" }, { "ucid": "21112178885253681", "idx": 16, "speaker": "customer", "start_s": 32.8, "end_s": 33.6, "text_en": "Amit Agarwal.", "text_native": "Amit Agarwal." }, { "ucid": "21112178885253681", "idx": 17, "speaker": "agent", "start_s": 34.1, "end_s": 34.8, "text_en": "Okay Amit ji,", "text_native": "अच्छा अमित जी," }, { "ucid": "21112178885253681", "idx": 18, "speaker": "customer", "start_s": 35.0, "end_s": 35.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178885253681", "idx": 19, "speaker": "agent", "start_s": 35.4, "end_s": 36.2, "text_en": "You understand Hindi, right?", "text_native": "हिंदी समझते हो ना?" }, { "ucid": "21112178885253681", "idx": 20, "speaker": "customer", "start_s": 36.4, "end_s": 37.3, "text_en": "Yes yes, please tell me.", "text_native": "हाँ जी हाँ जी, बताइए ना।" }, { "ucid": "21112178885253681", "idx": 21, "speaker": "agent", "start_s": 37.4, "end_s": 41.8, "text_en": "Amit ji, this portal of ours, JSW One MSME, this is basically an e-commerce platform. From this platform, we supply steel, sir.", "text_native": "अमित जी, यह जो हमारा पोर्टल है ना, JSW One MSME, this is basically e-commerce platform. यह प्लेटफॉर्म से हम स्टील सप्लाई करते हैं सर।" }, { "ucid": "21112178885253681", "idx": 22, "speaker": "customer", "start_s": 41.8, "end_s": 44.3, "text_en": "Okay. Actually, I was told it was for a vendor, that's why.", "text_native": "ओके। एक्चुअली वेंडर वेंडर के लिए बोलके वैसे ही बताया था।" }, { "ucid": "21112178885253681", "idx": 23, "speaker": "agent", "start_s": 44.3, "end_s": 46.5, "text_en": "Yes. No no no sir. Okay anyways, thank you so much. Bye.", "text_native": "Yes. No no no sir. Okay anyways, thank you so much. Bye." }, { "ucid": "21112178885253681", "idx": 24, "speaker": "customer", "start_s": 46.5, "end_s": 47.3, "text_en": "Thank you. Thank you.", "text_native": "Thank you. Thank you." } ], "steps": [ { "ucid": "21112178885253681", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yeah, a very good afternoon sir. Sudhir here from JSW One MSME, Jindal Steel.", "comment": "The agent provided a standard, professional opening." }, { "ucid": "21112178885253681", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Akshat Resources?... your account was registered on our portal for this Telangana location... what is the good name sir?", "comment": "The agent confirmed the company name and location but the call was disqualified before procurement involvement or contact details could be asked." }, { "ucid": "21112178885253681", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended after the customer clarified they are a supplier, not a buyer, before any discovery questions could be asked." }, { "ucid": "21112178885253681", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "this portal of ours, JSW One MSME, this is basically an e-commerce platform. यह प्लेटफॉर्म से हम स्टील सप्लाई करते हैं सर।", "comment": "The agent correctly explained the platform's function to clarify a misunderstanding, but did not pitch any of the required value propositions (pricing, TC, stock)." }, { "ucid": "21112178885253681", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The lead was correctly identified as a non-prospect, so no opportunity could be identified or callback scheduled per the rubric's criteria." }, { "ucid": "21112178885253681", "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 was correctly ended after disqualification, but did not result in one of the three prescribed closure outcomes (quote, callback, walkthrough)." } ], "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": [] }