{ "ucid": "21112178894398871", "call_date": "2026-09-09", "start_time": "2026-09-09 14:23:08", "end_time": "2026-09-09 14:24:03", "duration_sec": 55, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb11db2996f652219b0fe6889b1692b3d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 501, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178894398871__DIAb11db2996f652219b0fe6889b1692b3d.mp3", "audio_bytes": 114048, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 38.016, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello, Maruti Infratech?\n[3s] CUSTOMER: Speak. (बोलो।)\n[4s] AGENT: Yes sir, this is Sudeep speaking from JSW One, Jindal Steel. (हां सर, सुदीप बोल रहा हूं JSW One से, जिंदाल स्टील।)\n[7s] CUSTOMER: Speak. (बोलिए।)\n[7s] AGENT: Your company was registered on our portal, sir, and your... actually sir's requirement... (ये आपका कंपनी रजिस्टर्ड हुआ था सर पोर्टल पर हमारे और अपना एक्चुअली सर का रिक्वायरमेंट...)\n[10s] CUSTOMER: What is the rate now for 53 OPC? (क्या रेट क्या है अभी 53 का OPC का?)\n[12s] AGENT: OP... you need it in cement, right sir? (OP... सीमेंट में चाहिए ना आपको सर?)\n[14s] CUSTOMER: Yes. (हां।)\n[15s] AGENT: Actually, I look after the steel segment, I look after the steel department. From the cement team, we have Soumya ma'am. I will tell her. Did you have any requirement in steel, sir? (Actually मैं है ना steel सेगमेंट देखता हूं, steel डिपार्टमेंट देखता हूं। सीमेंट टीम से सौम्या मैम है हमारी। मैं उनको बोलता हूं। Steel में कुछ रिक्वायरमेंट था क्या सर?)\n[21s] CUSTOMER: No, no. (नहीं नहीं।)\n[22s] AGENT: Oh, you only deal in cement. Okay. I will tell Soumya, she will call you. Give me two to five minutes. Okay. (अच्छा आप सीमेंट में ही डील करते हो। ठीक है। मैं सौम्या को बोलता हूं, करेंगी कॉल आपको। दो पांच मिनट दीजिए। Okay.)\n[26s] CUSTOMER: Yes. (हां।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: The customer speaks briefly and to the point.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": "You handled this misrouted cement lead perfectly by quickly identifying the customer's need and transferring them to the correct team. This is the ideal way to manage these calls.", "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": 1, "material_detected": null, "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, who registered on the portal, immediately asked for the price of '53 OPC' cement. The agent, who handles the steel segment, correctly identified the product mismatch, confirmed the customer only deals in cement, and promised a callback from the cement team within a few minutes.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your company was registered on our portal, sir...\", \"comment\": \"The agent correctly acknowledged the customer's registration on the JSW One portal.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer immediately asked for a different product (cement), preventing the agent from revalidating any steel requirements.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Did you have any requirement in steel, sir?\", \"comment\": \"The agent asked one relevant discovery question, but this is below the threshold of 2 for a 'partial' score.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No closure was attempted as the customer did not have a requirement for steel. The agent correctly routed the call instead.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Actually, I look after the steel segment... Did you have any requirement in steel, sir?\", \"comment\": \"The agent correctly identified the customer wanted cement and did not unnecessarily pitch the steel portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You handled this misrouted cement lead perfectly by quickly identifying the customer's need and transferring them to the correct team. This is the ideal way to manage these calls.\", \"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\": true, \"material_detected\": null, \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, who registered on the portal, immediately asked for the price of '53 OPC' cement. The agent, who handles the steel segment, correctly identified the product mismatch, confirmed the customer only deals in cement, and promised a callback from the cement team within a few minutes.\"}", "error": null, "latency_ms": 28088, "input_tokens": 3030, "output_tokens": 664, "created_at": "2026-09-25 11:15:07", "sentiment": "negative", "sentiment_score": -0.2, "sentiment_confidence": "high", "pos": 0, "neg": 1, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.826, "agent_talk_sec": 19.0, "customer_talk_sec": 4.0, "dead_air_sec": 32.0, "longest_monologue_sec": 5.9, "agent_wpm": 284.2, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 3, "words_agent": 90, "words_customer": 15, "monologue_heavy": 1, "turns": [ { "ucid": "21112178894398871", "idx": 0, "speaker": "customer", "start_s": 0.32, "end_s": 0.71, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178894398871", "idx": 1, "speaker": "agent", "start_s": 1.28, "end_s": 2.61, "text_en": "Hello, Maruti Infratech?", "text_native": "Hello, Maruti Infratech?" }, { "ucid": "21112178894398871", "idx": 2, "speaker": "customer", "start_s": 3.0, "end_s": 3.36, "text_en": "Speak.", "text_native": "बोलो।" }, { "ucid": "21112178894398871", "idx": 3, "speaker": "agent", "start_s": 3.7, "end_s": 6.2, "text_en": "Yes sir, this is Sudeep speaking from JSW One, Jindal Steel.", "text_native": "हां सर, सुदीप बोल रहा हूं JSW One से, जिंदाल स्टील।" }, { "ucid": "21112178894398871", "idx": 4, "speaker": "customer", "start_s": 6.6, "end_s": 7.0, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178894398871", "idx": 5, "speaker": "agent", "start_s": 7.2, "end_s": 10.4, "text_en": "Your company was registered on our portal, sir, and your... actually sir's requirement...", "text_native": "ये आपका कंपनी रजिस्टर्ड हुआ था सर पोर्टल पर हमारे और अपना एक्चुअली सर का रिक्वायरमेंट..." }, { "ucid": "21112178894398871", "idx": 6, "speaker": "customer", "start_s": 10.4, "end_s": 12.4, "text_en": "What is the rate now for 53 OPC?", "text_native": "क्या रेट क्या है अभी 53 का OPC का?" }, { "ucid": "21112178894398871", "idx": 7, "speaker": "agent", "start_s": 12.4, "end_s": 14.2, "text_en": "OP... you need it in cement, right sir?", "text_native": "OP... सीमेंट में चाहिए ना आपको सर?" }, { "ucid": "21112178894398871", "idx": 8, "speaker": "customer", "start_s": 14.2, "end_s": 14.5, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178894398871", "idx": 9, "speaker": "agent", "start_s": 14.6, "end_s": 20.5, "text_en": "Actually, I look after the steel segment, I look after the steel department. From the cement team, we have Soumya ma'am. I will tell her. Did you have any requirement in steel, sir?", "text_native": "Actually मैं है ना steel सेगमेंट देखता हूं, steel डिपार्टमेंट देखता हूं। सीमेंट टीम से सौम्या मैम है हमारी। मैं उनको बोलता हूं। Steel में कुछ रिक्वायरमेंट था क्या सर?" }, { "ucid": "21112178894398871", "idx": 10, "speaker": "customer", "start_s": 20.8, "end_s": 21.2, "text_en": "No, no.", "text_native": "नहीं नहीं।" }, { "ucid": "21112178894398871", "idx": 11, "speaker": "agent", "start_s": 21.5, "end_s": 25.8, "text_en": "Oh, you only deal in cement. Okay. I will tell Soumya, she will call you. Give me two to five minutes. Okay.", "text_native": "अच्छा आप सीमेंट में ही डील करते हो। ठीक है। मैं सौम्या को बोलता हूं, करेंगी कॉल आपको। दो पांच मिनट दीजिए। Okay." }, { "ucid": "21112178894398871", "idx": 12, "speaker": "customer", "start_s": 26.3, "end_s": 26.5, "text_en": "Yes.", "text_native": "हां।" } ], "steps": [ { "ucid": "21112178894398871", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Your company was registered on our portal, sir...", "comment": "The agent correctly acknowledged the customer's registration on the JSW One portal." }, { "ucid": "21112178894398871", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer immediately asked for a different product (cement), preventing the agent from revalidating any steel requirements." }, { "ucid": "21112178894398871", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Did you have any requirement in steel, sir?", "comment": "The agent asked one relevant discovery question, but this is below the threshold of 2 for a 'partial' score." }, { "ucid": "21112178894398871", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No closure was attempted as the customer did not have a requirement for steel. The agent correctly routed the call instead." }, { "ucid": "21112178894398871", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Actually, I look after the steel segment... Did you have any requirement in steel, sir?", "comment": "The agent correctly identified the customer wanted cement and did not unnecessarily pitch the steel portfolio." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }