{ "ucid": "21112178901724751", "call_date": "2026-09-10", "start_time": "2026-09-10 10:44:07", "end_time": "2026-09-10 10:45:29", "duration_sec": 82, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "Does_not_deal_Steel", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbf0c337e3db85bc599a991a68e84a46e.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 424, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901724751__DIAbf0c337e3db85bc599a991a68e84a46e.mp3", "audio_bytes": 132624, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 44.208, "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: Hello, yes? (हेलो हांजी?)\n[4s] AGENT: Yes, hello. This is Rohit, Rohit Mishra from the JSW One platform. (हांजी नमस्ते, रोहित बात कर रहा हूं, रोहित मिश्रा फ्रॉम जेएसडब्ल्यू वन प्लेटफॉर्म।)\n[7s] CUSTOMER: Yes, yes, tell me. (हांजी हांजी बताइए।)\n[8s] AGENT: Am I speaking with Devesh ji from Om Enterprise? (ओम एंटरप्राइज से बात कर रहे क्या देवेश जी?)\n[9s] CUSTOMER: Yes. (हांजी।)\n[10s] AGENT: We have spoken before, I think. Did you have a requirement for cement? (हमारी पहले भी बात हुई है शायद। सीमेंट की रिक्वायरमेंट थी क्या आपको?)\n[12s] CUSTOMER: Yes, actually I had told you before that (हांजी, एक्चुअली मैंने पहले भी आपसे कहा था कि)\n[14s] AGENT: Yes, yes. I don't look after cement, you see. (हां हां। सीमेंट का मैं देखता नहीं हूं ना।)\n[15s] CUSTOMER: The option doesn't appear on it. (उसपे ऑप्शन नहीं आता।)\n[16s] AGENT: I look after TMT, but I don't look after cement. (TMT मैं देखता हूं बट सीमेंट वाला नहीं देखता हूं।)\n[18s] CUSTOMER: No, you then... I called you back on this same number but the call wouldn't connect. Your call had disconnected in the middle. Actually, on that, we can't see what the pricing etc. is, what the items are. Like for example, I have now added to cart, like for example, 100 bags. (नहीं, आपने फिर मैं आपको इसी नंबर पे कॉल बैक किया तो फोन लग नहीं रहा था। आपका बीच में डिस्कनेक्ट हो गया था। मैं एक्चुअली उसपे ना हम वो नहीं देख सकते कि क्या प्राइसिंग वगेरा है, क्या चीजें हैं। जैसे फॉर एग्जांपल मैंने अब ऐड टू कार्ट कर दिया जैसे फॉर एग्जांपल 100 बैग्स।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "You correctly identified the product mismatch. To improve, after stating your scope, try to route the customer to the correct department for cement to provide a complete solution.", "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": "Customer requested cement, which the agent confirmed he does not handle.", "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 had a requirement for cement and was referencing a previous conversation. The agent correctly identified that he handles TMT, not cement. The customer then began explaining their frustration with being unable to see pricing on the JSW One platform before the call ended.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent referenced a past conversation about cement instead of acknowledging a current platform activity.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was for cement, a product the agent does not handle, so no revalidation of steel requirements occurred.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not progress to the discovery stage due to the product mismatch.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent correctly identified he could not serve the customer's need for cement, so no closure was possible or attempted.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I look after TMT, but I don't look after cement.\", \"comment\": \"Agent correctly stated his product scope and did not attempt to pitch an irrelevant product.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified the product mismatch. To improve, after stating your scope, try to route the customer to the correct department for cement to provide a complete solution.\", \"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\": \"Customer requested cement, which the agent confirmed he does not handle.\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer had a requirement for cement and was referencing a previous conversation. The agent correctly identified that he handles TMT, not cement. The customer then began explaining their frustration with being unable to see pricing on the JSW One platform before the call ended.\"}", "error": null, "latency_ms": 49006, "input_tokens": 3095, "output_tokens": 633, "created_at": "2026-09-25 11:11:50", "sentiment": "neutral", "sentiment_score": 0.02, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.407, "agent_talk_sec": 10.1, "customer_talk_sec": 14.7, "dead_air_sec": 57.2, "longest_monologue_sec": 3.0, "agent_wpm": 320.8, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 2, "words_agent": 54, "words_customer": 74, "monologue_heavy": 0, "turns": [ { "ucid": "21112178901724751", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 1.11, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178901724751", "idx": 1, "speaker": "agent", "start_s": 2.1, "end_s": 2.49, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178901724751", "idx": 2, "speaker": "customer", "start_s": 2.97, "end_s": 3.6, "text_en": "Hello, yes?", "text_native": "हेलो हांजी?" }, { "ucid": "21112178901724751", "idx": 3, "speaker": "agent", "start_s": 3.8, "end_s": 6.8, "text_en": "Yes, hello. This is Rohit, Rohit Mishra from the JSW One platform.", "text_native": "हांजी नमस्ते, रोहित बात कर रहा हूं, रोहित मिश्रा फ्रॉम जेएसडब्ल्यू वन प्लेटफॉर्म।" }, { "ucid": "21112178901724751", "idx": 4, "speaker": "customer", "start_s": 6.8, "end_s": 7.6, "text_en": "Yes, yes, tell me.", "text_native": "हांजी हांजी बताइए।" }, { "ucid": "21112178901724751", "idx": 5, "speaker": "agent", "start_s": 7.6, "end_s": 9.2, "text_en": "Am I speaking with Devesh ji from Om Enterprise?", "text_native": "ओम एंटरप्राइज से बात कर रहे क्या देवेश जी?" }, { "ucid": "21112178901724751", "idx": 6, "speaker": "customer", "start_s": 9.49, "end_s": 9.9, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178901724751", "idx": 7, "speaker": "agent", "start_s": 10.0, "end_s": 12.1, "text_en": "We have spoken before, I think. Did you have a requirement for cement?", "text_native": "हमारी पहले भी बात हुई है शायद। सीमेंट की रिक्वायरमेंट थी क्या आपको?" }, { "ucid": "21112178901724751", "idx": 8, "speaker": "customer", "start_s": 12.2, "end_s": 14.1, "text_en": "Yes, actually I had told you before that", "text_native": "हांजी, एक्चुअली मैंने पहले भी आपसे कहा था कि" }, { "ucid": "21112178901724751", "idx": 9, "speaker": "agent", "start_s": 14.1, "end_s": 15.3, "text_en": "Yes, yes. I don't look after cement, you see.", "text_native": "हां हां। सीमेंट का मैं देखता नहीं हूं ना।" }, { "ucid": "21112178901724751", "idx": 10, "speaker": "customer", "start_s": 15.3, "end_s": 15.8, "text_en": "The option doesn't appear on it.", "text_native": "उसपे ऑप्शन नहीं आता।" }, { "ucid": "21112178901724751", "idx": 11, "speaker": "agent", "start_s": 16.0, "end_s": 17.8, "text_en": "I look after TMT, but I don't look after cement.", "text_native": "TMT मैं देखता हूं बट सीमेंट वाला नहीं देखता हूं।" }, { "ucid": "21112178901724751", "idx": 12, "speaker": "customer", "start_s": 17.9, "end_s": 27.8, "text_en": "No, you then... I called you back on this same number but the call wouldn't connect. Your call had disconnected in the middle. Actually, on that, we can't see what the pricing etc. is, what the items are. Like for example, I have now added to cart, like for example, 100 bags.", "text_native": "नहीं, आपने फिर मैं आपको इसी नंबर पे कॉल बैक किया तो फोन लग नहीं रहा था। आपका बीच में डिस्कनेक्ट हो गया था। मैं एक्चुअली उसपे ना हम वो नहीं देख सकते कि क्या प्राइसिंग वगेरा है, क्या चीजें हैं। जैसे फॉर एग्जांपल मैंने अब ऐड टू कार्ट कर दिया जैसे फॉर एग्जांपल 100 बैग्स।" } ], "steps": [ { "ucid": "21112178901724751", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent referenced a past conversation about cement instead of acknowledging a current platform activity." }, { "ucid": "21112178901724751", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was for cement, a product the agent does not handle, so no revalidation of steel requirements occurred." }, { "ucid": "21112178901724751", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call did not progress to the discovery stage due to the product mismatch." }, { "ucid": "21112178901724751", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent correctly identified he could not serve the customer's need for cement, so no closure was possible or attempted." }, { "ucid": "21112178901724751", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I look after TMT, but I don't look after cement.", "comment": "Agent correctly stated his product scope and did not attempt to pitch an irrelevant product." } ], "objections": [], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }