{ "ucid": "21112178886168811", "call_date": "2026-09-08", "start_time": "2026-09-08 15:31:28", "end_time": "2026-09-08 15:32:28", "duration_sec": 60, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1d1f606488b84e55c7ac34e849dcf42e.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 599, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178886168811__DIA1d1f606488b84e55c7ac34e849dcf42e.mp3", "audio_bytes": 131112, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 43.704, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[4s] CUSTOMER: Hello? (हेलो?)\n[4s] AGENT: Yes. (हां जी।)\n[5s] AGENT: Varun ji, Abdul speaking, sir, from JSW. (वरुण जी, अब्दुल बात कर रहा हूं सर, जेएसडब्ल्यू से।)\n[8s] CUSTOMER: From where? (कहां से जी?)\n[9s] AGENT: JSW, I'm calling from JSW. We had spoken, right? You had a requirement for GP coil. (जेएसडब्ल्यू, जेएसडब्ल्यू से बात कर रहा हूं। आपसे बात हुई थी ना, जीपी कॉइल का रिक्वायरमेंट था आपका।)\n[13s] CUSTOMER: Yes, yes. (हां जी, हां जी।)\n[14s] AGENT: Do you have a requirement for material now? (अभी मटेरियल का रिक्वायरमेंट है क्या?)\n[16s] CUSTOMER: So, for us, the coating, like your Z 275 comes, right? There's one 550 that comes. Do you have that? (तो हमारे पास ना कोटिंग जैसे आपका Z 275 आता है ना? एक 550 आता है। वो है आपके पास?)\n[22s] AGENT: Hmm. (हम्म।)\n[23s] CUSTOMER: Hmm. (हम्म।)\n[24s] AGENT: 550 coating? (550 कोटिंग?)\n[26s] CUSTOMER: Meaning Z... (मतलब Z...)\n[26s] AGENT: Not right now, it's not available currently. It's not available right now, sir. Sorry, sorry. Okay. (अभी नहीं, अभी करंट में अभी अवेलेबल नहीं है। अभी अवेलेबल नहीं है सर। सॉरी, सॉरी। ओके।)\n[30s] CUSTOMER: Send me the coating standard once. After getting it approved by the customer, I will take the material. I need it in 1.2 mm. (मुझे एक बार ना कोटिंग का स्टैंडर्ड भेज दो। मैं कस्टमर से अप्रूव करवा के ना, मैं माल ले लूंगा। 1.2 mm में चाहिए।)\n[34s] AGENT: Okay sir. (ओके सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: There is some background noise on the customer's side, but it does not significantly impact 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 specific spec is unavailable, pivot to discovery to understand the customer's end-use to see if an available alternative could work.", "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": "unknown", "quality_flags_total": 1, "supply_flag": "spec_not_available", "supply_details": "Customer requested a '550 coating' which the agent confirmed was not available.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent followed up on a GP coil requirement. The customer immediately asked for a non-standard '550 coating'. The agent confirmed this spec was not available and agreed to the customer's request to send details on the standard coating for his own client's approval.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"We had spoken, right? You had a requirement for GP coil.\", \"comment\": \"The agent correctly referenced the customer's existing requirement without starting from scratch.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt to revalidate any of the five required fields (product, size, quantity, location, timeline).\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After confirming the material was unavailable, the agent did not propose an alternative, offer a price, or set a timeline for follow-up.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had a requirement for GP coil.\", \"comment\": \"The agent did not pitch any unnecessary products and remained focused on the customer's stated need.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a specific spec is unavailable, pivot to discovery to understand the customer's end-use to see if an available alternative could work.\", \"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\": \"unknown\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requested a '550 coating' which the agent confirmed was not available.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent followed up on a GP coil requirement. The customer immediately asked for a non-standard '550 coating'. The agent confirmed this spec was not available and agreed to the customer's request to send details on the standard coating for his own client's approval.\"}", "error": null, "latency_ms": 38187, "input_tokens": 3096, "output_tokens": 657, "created_at": "2026-09-25 11:19:39", "sentiment": "positive", "sentiment_score": 0.5, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.524, "agent_talk_sec": 13.1, "customer_talk_sec": 11.9, "dead_air_sec": 35.0, "longest_monologue_sec": 3.5, "agent_wpm": 242.7, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 3, "words_agent": 53, "words_customer": 53, "monologue_heavy": 0, "turns": [ { "ucid": "21112178886168811", "idx": 0, "speaker": "customer", "start_s": 3.53, "end_s": 4.0, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178886168811", "idx": 1, "speaker": "agent", "start_s": 4.26, "end_s": 4.66, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178886168811", "idx": 2, "speaker": "agent", "start_s": 5.0, "end_s": 7.8, "text_en": "Varun ji, Abdul speaking, sir, from JSW.", "text_native": "वरुण जी, अब्दुल बात कर रहा हूं सर, जेएसडब्ल्यू से।" }, { "ucid": "21112178886168811", "idx": 3, "speaker": "customer", "start_s": 8.24, "end_s": 8.8, "text_en": "From where?", "text_native": "कहां से जी?" }, { "ucid": "21112178886168811", "idx": 4, "speaker": "agent", "start_s": 9.0, "end_s": 12.5, "text_en": "JSW, I'm calling from JSW. We had spoken, right? You had a requirement for GP coil.", "text_native": "जेएसडब्ल्यू, जेएसडब्ल्यू से बात कर रहा हूं। आपसे बात हुई थी ना, जीपी कॉइल का रिक्वायरमेंट था आपका।" }, { "ucid": "21112178886168811", "idx": 5, "speaker": "customer", "start_s": 12.8, "end_s": 13.4, "text_en": "Yes, yes.", "text_native": "हां जी, हां जी।" }, { "ucid": "21112178886168811", "idx": 6, "speaker": "agent", "start_s": 14.0, "end_s": 15.5, "text_en": "Do you have a requirement for material now?", "text_native": "अभी मटेरियल का रिक्वायरमेंट है क्या?" }, { "ucid": "21112178886168811", "idx": 7, "speaker": "customer", "start_s": 16.2, "end_s": 21.8, "text_en": "So, for us, the coating, like your Z 275 comes, right? There's one 550 that comes. Do you have that?", "text_native": "तो हमारे पास ना कोटिंग जैसे आपका Z 275 आता है ना? एक 550 आता है। वो है आपके पास?" }, { "ucid": "21112178886168811", "idx": 8, "speaker": "agent", "start_s": 22.0, "end_s": 22.3, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178886168811", "idx": 9, "speaker": "customer", "start_s": 23.2, "end_s": 23.5, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "21112178886168811", "idx": 10, "speaker": "agent", "start_s": 24.5, "end_s": 25.5, "text_en": "550 coating?", "text_native": "550 कोटिंग?" }, { "ucid": "21112178886168811", "idx": 11, "speaker": "customer", "start_s": 25.8, "end_s": 26.2, "text_en": "Meaning Z...", "text_native": "मतलब Z..." }, { "ucid": "21112178886168811", "idx": 12, "speaker": "agent", "start_s": 26.3, "end_s": 29.2, "text_en": "Not right now, it's not available currently. It's not available right now, sir. Sorry, sorry. Okay.", "text_native": "अभी नहीं, अभी करंट में अभी अवेलेबल नहीं है। अभी अवेलेबल नहीं है सर। सॉरी, सॉरी। ओके।" }, { "ucid": "21112178886168811", "idx": 13, "speaker": "customer", "start_s": 29.5, "end_s": 33.5, "text_en": "Send me the coating standard once. After getting it approved by the customer, I will take the material. I need it in 1.2 mm.", "text_native": "मुझे एक बार ना कोटिंग का स्टैंडर्ड भेज दो। मैं कस्टमर से अप्रूव करवा के ना, मैं माल ले लूंगा। 1.2 mm में चाहिए।" }, { "ucid": "21112178886168811", "idx": 14, "speaker": "agent", "start_s": 33.8, "end_s": 34.5, "text_en": "Okay sir.", "text_native": "ओके सर।" } ], "steps": [ { "ucid": "21112178886168811", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "We had spoken, right? You had a requirement for GP coil.", "comment": "The agent correctly referenced the customer's existing requirement without starting from scratch." }, { "ucid": "21112178886168811", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not attempt to revalidate any of the five required fields (product, size, quantity, location, timeline)." }, { "ucid": "21112178886168811", "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 to understand the customer's business or needs." }, { "ucid": "21112178886168811", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "After confirming the material was unavailable, the agent did not propose an alternative, offer a price, or set a timeline for follow-up." }, { "ucid": "21112178886168811", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "You had a requirement for GP coil.", "comment": "The agent did not pitch any unnecessary products and remained focused on the customer's stated need." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }