{ "ucid": "21112178894509261", "call_date": "2026-09-09", "start_time": "2026-09-09 14:41:32", "end_time": "2026-09-09 14:43:22", "duration_sec": 110, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "Interested", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7cee6f65fa54ec90a5472ae4a27b34b6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 498, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178894509261__DIA7cee6f65fa54ec90a5472ae4a27b34b6.mp3", "audio_bytes": 288360, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 96.12, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Hello? (हॅलो?)\n[3s] CUSTOMER: Hello. (हॅलो.)\n[4s] AGENT: Sir, hello. Is this Devendra Singh ji speaking? (सर नमस्ते, देवेंद्र सिंह जी बोल रहे हैं?)\n[6s] CUSTOMER: Yes, speak. (हां जी, बोलिए।)\n[7s] AGENT: Sir, I am calling you from the JSW One platform. For Dev Electricals, had you placed an inquiry on our platform? (सर मैं JSW One प्लॅटफॉर्म से कॉल कर रही हूं आपको। देव इलेक्ट्रिकल्स के लिए आपने हमारे प्लॅटफॉर्म पे कोई इन्क्वायरी डाला था?)\n[12s] CUSTOMER: Yes, yes, yes. I needed a structural steel from SAIL, an angle. 50 by 5. (हां जी, हां जी, हां जी। SAIL का एक स्ट्रक्चरल स्टील चाहिए था, एंगल। 50 by 5 का।)\n[15s] AGENT: You need an angle. (एंगल चाहिए।)\n[17s] CUSTOMER: 500 kg. That inquiry was placed. (500 kg. उसका इन्क्वायरी डाला हुआ।)\n[18s] AGENT: Sir, there is an MOQ issue here. There will be a problem in supplying 500 kg. So if there is an inquiry for at least 10 tons, then we will be able to supply, sir. (सर MOQ का इशू है यहां पे। 500 kg सप्लाई करने में दिक्कत होगी। तो एटलीस्ट 10 टन का इन्क्वायरी होगा तो सप्लाई कर पाएंगे सर हम लोग।)\n[24s] CUSTOMER: Okay, okay. Actually, I wasn't getting a SAIL bar, and they have preferred the SAIL make. (अच्छा अच्छा। एक्चुअली मुझे बार SAIL का मिल नहीं रहा था और SAIL मेक उन्होंने प्रेफर किया है।)\n[28s] AGENT: Yes, I understood. But that's the thing, sir, it's a quantity issue. What is your total requirement, sir? What are you making? (हां, समझ गई। बट वही है सर, क्वांटिटी का इशू है। टोटल रिक्वायरमेंट कितना है सर आपका? क्या बना रहे हैं आप?)\n[33s] CUSTOMER: Actually, we are making angle supports, for cable trays. (एक्चुअली हम लोग एंगल सपोर्ट बना रहे हैं, केबल ट्रे के लिए।)\n[35s] AGENT: Oh, okay. (ओह, अच्छा।)\n[38s] CUSTOMER: We have a project in Sanand, for that. (एक प्रोजेक्ट है हमारा सानंद में, उसके लिए।)\n[40s] AGENT: Is this the only total quantity? (बस इतना ही क्वांटिटी है टोटल?)\n[42s] CUSTOMER: The total quantity is around 2 tons only. (टोटल क्वांटिटी 2 टन जैसा ही है।)\n[44s] AGENT: It's 2 tons. Sir, then take the 2 tons together, do the procurement all at once. (2 टन है। सर 2 टन का फिर आप साथ में ले लीजिए, प्रोक्योरमेंट कर लीजिए एक ही साथ।)\n[48s] CUSTOMER: If you give a quotation once, then something can happen, right? (एक बार कोटेशन देंगे तो कुछ हो सकता है ना?)\n[50s] AGENT: Sure sir, I will discuss the price with you. I will WhatsApp it to you. I will tell you whatever its price will be. Okay? Then you send me the revised quantity, I will create a fresh inquiry and tell you the final price. (श्योर सर, मैं आपसे प्राइस डिसकस करती हूं। मैं WhatsApp कर दूंगी आपको। इसका जो प्राइस होगा आपको बता दूंगी। ठीक है? फिर आप मुझे रिवाइज्ड क्वांटिटी भेज देना, मैं फ्रेश इन्क्वायरी बना के आपको फाइनल प्राइस बता दूंगी।)\n[58s] CUSTOMER: Okay, okay. (ओके, ओके।)\n[59s] AGENT: Yes sir. (जी सर।)\n[60s] CUSTOMER: Okay, please share the price. (ठीक है, शेयर करिए ना प्राइस।)\n[62s] AGENT: Done sir. I will WhatsApp you. (डन सर। मैं WhatsApp करती हूं आपको।)\n[63s] CUSTOMER: Okay. (ओके।)\n[65s] AGENT: Thank you. (थैंक यू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: Some background chatter is audible on the agent's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 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": 6.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "When a customer's total requirement is below our MOQ, try to find an alternative solution like offering a standard size from the stockyard before simply stating the policy.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a manufacturer of cable tray supports, inquired about 500kg of steel angle. The agent correctly identified this was below the 10 MT minimum order quantity (MOQ). After discovering the total project requirement was 2 MT, the agent agreed to send a price via WhatsApp for the revised quantity, leaving the next step with the customer.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling you from the JSW One platform. For Dev Electricals, had you placed an inquiry on our platform?\", \"comment\": \"The agent correctly opened by referencing the customer's inquiry on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"Agent only confirmed the product type and revised quantity, but failed to revalidate the dimensions, delivery location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"क्या बना रहे हैं आप?\", \"comment\": \"Agent successfully discovered the end application and total requirement, but missed asking about monthly consumption or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"श्योर सर, मैं आपसे प्राइस डिसकस करती हूं। मैं WhatsApp कर दूंगी आपको। इसका जो प्राइस होगा आपको बता दूंगी।\", \"comment\": \"The agent committed to providing a price via WhatsApp, setting a clear next step.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"फिर आप मुझे रिवाइज्ड क्वांटिटी भेज देना, मैं फ्रेश इन्क्वायरी बना के आपको फाइनल प्राइस बता दूंगी।\", \"comment\": \"The agent remained focused on the customer's specific need and did not pitch any unnecessary products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's total requirement is below our MOQ, try to find an alternative solution like offering a standard size from the stockyard before simply stating the policy.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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, a manufacturer of cable tray supports, inquired about 500kg of steel angle. The agent correctly identified this was below the 10 MT minimum order quantity (MOQ). After discovering the total project requirement was 2 MT, the agent agreed to send a price via WhatsApp for the revised quantity, leaving the next step with the customer.\"}", "error": null, "latency_ms": 38984, "input_tokens": 3618, "output_tokens": 715, "created_at": "2026-09-25 11:15:09", "sentiment": "positive", "sentiment_score": 0.71, "sentiment_confidence": "high", "pos": 6, "neg": 0, "lex_hits": 11, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.609, "agent_talk_sec": 31.9, "customer_talk_sec": 20.5, "dead_air_sec": 57.6, "longest_monologue_sec": 7.6, "agent_wpm": 317.9, "interruptions": 0, "agent_turns": 13, "customer_turns": 13, "discovery_qs": 7, "words_agent": 169, "words_customer": 85, "monologue_heavy": 0, "turns": [ { "ucid": "21112178894509261", "idx": 0, "speaker": "customer", "start_s": 1.38, "end_s": 1.78, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178894509261", "idx": 1, "speaker": "agent", "start_s": 2.4, "end_s": 2.8, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178894509261", "idx": 2, "speaker": "customer", "start_s": 3.48, "end_s": 3.8, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178894509261", "idx": 3, "speaker": "agent", "start_s": 4.08, "end_s": 5.8, "text_en": "Sir, hello. Is this Devendra Singh ji speaking?", "text_native": "सर नमस्ते, देवेंद्र सिंह जी बोल रहे हैं?" }, { "ucid": "21112178894509261", "idx": 4, "speaker": "customer", "start_s": 6.1, "end_s": 6.8, "text_en": "Yes, speak.", "text_native": "हां जी, बोलिए।" }, { "ucid": "21112178894509261", "idx": 5, "speaker": "agent", "start_s": 7.16, "end_s": 11.4, "text_en": "Sir, I am calling you from the JSW One platform. For Dev Electricals, had you placed an inquiry on our platform?", "text_native": "सर मैं JSW One प्लॅटफॉर्म से कॉल कर रही हूं आपको। देव इलेक्ट्रिकल्स के लिए आपने हमारे प्लॅटफॉर्म पे कोई इन्क्वायरी डाला था?" }, { "ucid": "21112178894509261", "idx": 6, "speaker": "customer", "start_s": 11.76, "end_s": 15.2, "text_en": "Yes, yes, yes. I needed a structural steel from SAIL, an angle. 50 by 5.", "text_native": "हां जी, हां जी, हां जी। SAIL का एक स्ट्रक्चरल स्टील चाहिए था, एंगल। 50 by 5 का।" }, { "ucid": "21112178894509261", "idx": 7, "speaker": "agent", "start_s": 15.2, "end_s": 15.9, "text_en": "You need an angle.", "text_native": "एंगल चाहिए।" }, { "ucid": "21112178894509261", "idx": 8, "speaker": "customer", "start_s": 16.6, "end_s": 18.3, "text_en": "500 kg. That inquiry was placed.", "text_native": "500 kg. उसका इन्क्वायरी डाला हुआ।" }, { "ucid": "21112178894509261", "idx": 9, "speaker": "agent", "start_s": 18.3, "end_s": 23.8, "text_en": "Sir, there is an MOQ issue here. There will be a problem in supplying 500 kg. So if there is an inquiry for at least 10 tons, then we will be able to supply, sir.", "text_native": "सर MOQ का इशू है यहां पे। 500 kg सप्लाई करने में दिक्कत होगी। तो एटलीस्ट 10 टन का इन्क्वायरी होगा तो सप्लाई कर पाएंगे सर हम लोग।" }, { "ucid": "21112178894509261", "idx": 10, "speaker": "customer", "start_s": 24.1, "end_s": 27.9, "text_en": "Okay, okay. Actually, I wasn't getting a SAIL bar, and they have preferred the SAIL make.", "text_native": "अच्छा अच्छा। एक्चुअली मुझे बार SAIL का मिल नहीं रहा था और SAIL मेक उन्होंने प्रेफर किया है।" }, { "ucid": "21112178894509261", "idx": 11, "speaker": "agent", "start_s": 28.3, "end_s": 32.2, "text_en": "Yes, I understood. But that's the thing, sir, it's a quantity issue. What is your total requirement, sir? What are you making?", "text_native": "हां, समझ गई। बट वही है सर, क्वांटिटी का इशू है। टोटल रिक्वायरमेंट कितना है सर आपका? क्या बना रहे हैं आप?" }, { "ucid": "21112178894509261", "idx": 12, "speaker": "customer", "start_s": 32.6, "end_s": 35.2, "text_en": "Actually, we are making angle supports, for cable trays.", "text_native": "एक्चुअली हम लोग एंगल सपोर्ट बना रहे हैं, केबल ट्रे के लिए।" }, { "ucid": "21112178894509261", "idx": 13, "speaker": "agent", "start_s": 35.2, "end_s": 36.0, "text_en": "Oh, okay.", "text_native": "ओह, अच्छा।" }, { "ucid": "21112178894509261", "idx": 14, "speaker": "customer", "start_s": 37.6, "end_s": 39.6, "text_en": "We have a project in Sanand, for that.", "text_native": "एक प्रोजेक्ट है हमारा सानंद में, उसके लिए।" }, { "ucid": "21112178894509261", "idx": 15, "speaker": "agent", "start_s": 39.9, "end_s": 41.2, "text_en": "Is this the only total quantity?", "text_native": "बस इतना ही क्वांटिटी है टोटल?" }, { "ucid": "21112178894509261", "idx": 16, "speaker": "customer", "start_s": 41.7, "end_s": 43.4, "text_en": "The total quantity is around 2 tons only.", "text_native": "टोटल क्वांटिटी 2 टन जैसा ही है।" }, { "ucid": "21112178894509261", "idx": 17, "speaker": "agent", "start_s": 44.0, "end_s": 47.4, "text_en": "It's 2 tons. Sir, then take the 2 tons together, do the procurement all at once.", "text_native": "2 टन है। सर 2 टन का फिर आप साथ में ले लीजिए, प्रोक्योरमेंट कर लीजिए एक ही साथ।" }, { "ucid": "21112178894509261", "idx": 18, "speaker": "customer", "start_s": 47.9, "end_s": 49.6, "text_en": "If you give a quotation once, then something can happen, right?", "text_native": "एक बार कोटेशन देंगे तो कुछ हो सकता है ना?" }, { "ucid": "21112178894509261", "idx": 19, "speaker": "agent", "start_s": 49.8, "end_s": 57.4, "text_en": "Sure sir, I will discuss the price with you. I will WhatsApp it to you. I will tell you whatever its price will be. Okay? Then you send me the revised quantity, I will create a fresh inquiry and tell you the final price.", "text_native": "श्योर सर, मैं आपसे प्राइस डिसकस करती हूं। मैं WhatsApp कर दूंगी आपको। इसका जो प्राइस होगा आपको बता दूंगी। ठीक है? फिर आप मुझे रिवाइज्ड क्वांटिटी भेज देना, मैं फ्रेश इन्क्वायरी बना के आपको फाइनल प्राइस बता दूंगी।" }, { "ucid": "21112178894509261", "idx": 20, "speaker": "customer", "start_s": 57.6, "end_s": 58.3, "text_en": "Okay, okay.", "text_native": "ओके, ओके।" }, { "ucid": "21112178894509261", "idx": 21, "speaker": "agent", "start_s": 58.8, "end_s": 59.3, "text_en": "Yes sir.", "text_native": "जी सर।" }, { "ucid": "21112178894509261", "idx": 22, "speaker": "customer", "start_s": 60.1, "end_s": 61.1, "text_en": "Okay, please share the price.", "text_native": "ठीक है, शेयर करिए ना प्राइस।" }, { "ucid": "21112178894509261", "idx": 23, "speaker": "agent", "start_s": 61.5, "end_s": 62.8, "text_en": "Done sir. I will WhatsApp you.", "text_native": "डन सर। मैं WhatsApp करती हूं आपको।" }, { "ucid": "21112178894509261", "idx": 24, "speaker": "customer", "start_s": 63.2, "end_s": 63.6, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178894509261", "idx": 25, "speaker": "agent", "start_s": 64.8, "end_s": 65.3, "text_en": "Thank you.", "text_native": "थैंक यू।" } ], "steps": [ { "ucid": "21112178894509261", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, I am calling you from the JSW One platform. For Dev Electricals, had you placed an inquiry on our platform?", "comment": "The agent correctly opened by referencing the customer's inquiry on the platform." }, { "ucid": "21112178894509261", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "", "comment": "Agent only confirmed the product type and revised quantity, but failed to revalidate the dimensions, delivery location, or timeline." }, { "ucid": "21112178894509261", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 3, "evidence": "क्या बना रहे हैं आप?", "comment": "Agent successfully discovered the end application and total requirement, but missed asking about monthly consumption or payment terms." }, { "ucid": "21112178894509261", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "श्योर सर, मैं आपसे प्राइस डिसकस करती हूं। मैं WhatsApp कर दूंगी आपको। इसका जो प्राइस होगा आपको बता दूंगी।", "comment": "The agent committed to providing a price via WhatsApp, setting a clear next step." }, { "ucid": "21112178894509261", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "फिर आप मुझे रिवाइज्ड क्वांटिटी भेज देना, मैं फ्रेश इन्क्वायरी बना के आपको फाइनल प्राइस बता दूंगी।", "comment": "The agent remained focused on the customer's specific need and did not pitch any unnecessary products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }