{ "ucid": "21112178885523251", "call_date": "2026-09-08", "start_time": "2026-09-08 13:43:52", "end_time": "2026-09-08 13:45:10", "duration_sec": 78, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcfdc4113702851680812d5e2ea660e43.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 629, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178885523251__DIAcfdc4113702851680812d5e2ea660e43.mp3", "audio_bytes": 180360, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 60.12, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello? (हेलो?)\n[3s] CUSTOMER: Yes? (हां?)\n[4s] AGENT: Sir, I was calling from JSW, from Jindal Steel. (सर JSW से बात कर रहा था, Jindal Steel से।)\n[6s] CUSTOMER: Yes sir, tell me. (हां सर, बोलिए।)\n[7s] AGENT: Uh sir, you had created a requirement on our portal just now. (अह सर, आपने कुछ एक requirement बनाया था हमारे portal पे अभी।)\n[10s] CUSTOMER: Yes sir, that Tata Tata HR coil, does that mean it will be of Astrum? (हां सर, वो Tata Tata HR coil मतलब वो Astrum की रहेगी?)\n[14s] AGENT: Of Tata, yes it is of Tata Astrum, sir. Was it for HR coil or CR coil, sir, in this? (Tata की, हां Tata Astrum की रहती है सर। HR coil की थी या CR coil की सर इसमें?)\n[17s] CUSTOMER: HR, for HR coil. (HR, HR coil का।)\n[18s] AGENT: Yes, Tata Astrum will be available. (हां, Tata Astrum मिल जाएगा।)\n[20s] CUSTOMER: Sir, I have a shop, it's not like that. I mean, my work is only trading. In our Dhule, Maharashtra, yes. (सर मेरा shop है, ऐसा नहीं है। मैं मतलब मेरा trading का ही काम है। अपना धुले, महाराष्ट्र में, हां।)\n[24s] AGENT: Hmm. (हम्म।)\n[24s] CUSTOMER: So what will be the rate for 2 mm Tata Astrum? (तो 2 mm क्या rate होगा Tata Astrum?)\n[26s] AGENT: Sir, 2 mm material is not in stock right now, sir. Neither JSW's nor Tata's. The JSW one that I have available, that is running... it's not there actually, there is no coil. The coil will arrive exactly on the 11th. (सर 2 mm अभी material है ही नहीं सर stock में। JSW का भी नहीं है, Tata का भी नहीं है। JSW का जो है मेरे पास available, वो चल रहा है, वो है ही नहीं actually, coil ही नहीं है। बराबर 11 तारीख को आएगा coil।)\n[33s] CUSTOMER: Okay, okay, okay. (अच्छा, ठीक है, ठीक है।)", "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 some background chatter on both sides, but it does not significantly impede 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When a product is out of stock, you must secure a next step. You should have offered to call the customer back on the 11th when the stock arrives to provide a price.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "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": "available", "quality_flags_total": 1, "supply_flag": "out_of_stock", "supply_details": "Sir, 2 mm material is not in stock right now, sir. Neither JSW's nor Tata's... The coil will arrive exactly on the 11th.", "customer_req_date": null, "agent_committed_date": "11th (stock arrival)", "call_summary": "The customer, a trader from Dhule, inquired about 2mm Tata Astrum HR coil based on a portal submission. The agent confirmed the product type but then stated it was out of stock for both JSW and Tata. The agent informed the customer that new stock would arrive on the 11th, at which point the call ended without a defined next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had created a requirement on our portal just now.\", \"comment\": \"The agent correctly opened by referencing the customer's recent portal activity.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Was it for HR coil or CR coil, sir, in this?\", \"comment\": \"The agent only validated the product type (HR/CR) but failed to confirm thickness, quantity, location, or timeline from the lead details.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions; the customer volunteered their business type (trader), but the agent did not probe further on any key points.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After stating the material was out of stock, the agent did not propose a next step, such as calling back when stock arrives, to secure a future sale.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, 2 mm material is not in stock right now, sir. Neither JSW's nor Tata's.\", \"comment\": \"The agent did not pitch any other products and stuck to the customer's specific inquiry.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a product is out of stock, you must secure a next step. You should have offered to call the customer back on the 11th when the stock arrives to provide a price.\", \"segment_detected\": \"trader\", \"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\": \"available\", \"supply_flag\": \"out_of_stock\", \"supply_details\": \"Sir, 2 mm material is not in stock right now, sir. Neither JSW's nor Tata's... The coil will arrive exactly on the 11th.\", \"customer_req_date\": null, \"agent_committed_date\": \"11th (stock arrival)\", \"objections\": [], \"call_summary\": \"The customer, a trader from Dhule, inquired about 2mm Tata Astrum HR coil based on a portal submission. The agent confirmed the product type but then stated it was out of stock for both JSW and Tata. The agent informed the customer that new stock would arrive on the 11th, at which point the call ended without a defined next step.\"}", "error": null, "latency_ms": 31730, "input_tokens": 3176, "output_tokens": 764, "created_at": "2026-09-25 11:20:58", "sentiment": "positive", "sentiment_score": 0.173, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.555, "agent_talk_sec": 15.7, "customer_talk_sec": 12.6, "dead_air_sec": 49.7, "longest_monologue_sec": 6.4, "agent_wpm": 343.9, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 2, "words_agent": 90, "words_customer": 60, "monologue_heavy": 0, "turns": [ { "ucid": "21112178885523251", "idx": 0, "speaker": "customer", "start_s": 1.3, "end_s": 1.8, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178885523251", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.4, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178885523251", "idx": 2, "speaker": "customer", "start_s": 2.9, "end_s": 3.2, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178885523251", "idx": 3, "speaker": "agent", "start_s": 3.5, "end_s": 5.5, "text_en": "Sir, I was calling from JSW, from Jindal Steel.", "text_native": "सर JSW से बात कर रहा था, Jindal Steel से।" }, { "ucid": "21112178885523251", "idx": 4, "speaker": "customer", "start_s": 6.0, "end_s": 6.8, "text_en": "Yes sir, tell me.", "text_native": "हां सर, बोलिए।" }, { "ucid": "21112178885523251", "idx": 5, "speaker": "agent", "start_s": 7.3, "end_s": 9.8, "text_en": "Uh sir, you had created a requirement on our portal just now.", "text_native": "अह सर, आपने कुछ एक requirement बनाया था हमारे portal पे अभी।" }, { "ucid": "21112178885523251", "idx": 6, "speaker": "customer", "start_s": 10.2, "end_s": 13.5, "text_en": "Yes sir, that Tata Tata HR coil, does that mean it will be of Astrum?", "text_native": "हां सर, वो Tata Tata HR coil मतलब वो Astrum की रहेगी?" }, { "ucid": "21112178885523251", "idx": 7, "speaker": "agent", "start_s": 14.3, "end_s": 17.2, "text_en": "Of Tata, yes it is of Tata Astrum, sir. Was it for HR coil or CR coil, sir, in this?", "text_native": "Tata की, हां Tata Astrum की रहती है सर। HR coil की थी या CR coil की सर इसमें?" }, { "ucid": "21112178885523251", "idx": 8, "speaker": "customer", "start_s": 17.2, "end_s": 18.2, "text_en": "HR, for HR coil.", "text_native": "HR, HR coil का।" }, { "ucid": "21112178885523251", "idx": 9, "speaker": "agent", "start_s": 18.5, "end_s": 19.6, "text_en": "Yes, Tata Astrum will be available.", "text_native": "हां, Tata Astrum मिल जाएगा।" }, { "ucid": "21112178885523251", "idx": 10, "speaker": "customer", "start_s": 19.6, "end_s": 23.5, "text_en": "Sir, I have a shop, it's not like that. I mean, my work is only trading. In our Dhule, Maharashtra, yes.", "text_native": "सर मेरा shop है, ऐसा नहीं है। मैं मतलब मेरा trading का ही काम है। अपना धुले, महाराष्ट्र में, हां।" }, { "ucid": "21112178885523251", "idx": 11, "speaker": "agent", "start_s": 23.5, "end_s": 23.9, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178885523251", "idx": 12, "speaker": "customer", "start_s": 24.4, "end_s": 26.2, "text_en": "So what will be the rate for 2 mm Tata Astrum?", "text_native": "तो 2 mm क्या rate होगा Tata Astrum?" }, { "ucid": "21112178885523251", "idx": 13, "speaker": "agent", "start_s": 26.4, "end_s": 32.8, "text_en": "Sir, 2 mm material is not in stock right now, sir. Neither JSW's nor Tata's. The JSW one that I have available, that is running... it's not there actually, there is no coil. The coil will arrive exactly on the 11th.", "text_native": "सर 2 mm अभी material है ही नहीं सर stock में। JSW का भी नहीं है, Tata का भी नहीं है। JSW का जो है मेरे पास available, वो चल रहा है, वो है ही नहीं actually, coil ही नहीं है। बराबर 11 तारीख को आएगा coil।" }, { "ucid": "21112178885523251", "idx": 14, "speaker": "customer", "start_s": 33.0, "end_s": 34.0, "text_en": "Okay, okay, okay.", "text_native": "अच्छा, ठीक है, ठीक है।" } ], "steps": [ { "ucid": "21112178885523251", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, you had created a requirement on our portal just now.", "comment": "The agent correctly opened by referencing the customer's recent portal activity." }, { "ucid": "21112178885523251", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Was it for HR coil or CR coil, sir, in this?", "comment": "The agent only validated the product type (HR/CR) but failed to confirm thickness, quantity, location, or timeline from the lead details." }, { "ucid": "21112178885523251", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent asked no discovery questions; the customer volunteered their business type (trader), but the agent did not probe further on any key points." }, { "ucid": "21112178885523251", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "After stating the material was out of stock, the agent did not propose a next step, such as calling back when stock arrives, to secure a future sale." }, { "ucid": "21112178885523251", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, 2 mm material is not in stock right now, sir. Neither JSW's nor Tata's.", "comment": "The agent did not pitch any other products and stuck to the customer's specific inquiry." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }