{ "ucid": "21112178901844761", "call_date": "2026-09-10", "start_time": "2026-09-10 11:04:07", "end_time": "2026-09-10 11:06:08", "duration_sec": 121, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "Onboarded", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5639b0f172fc10a32b29edeabf125614.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 417, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901844761__DIA5639b0f172fc10a32b29edeabf125614.mp3", "audio_bytes": 322704, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 107.568, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[4s] AGENT: Sir, greetings, are you Shashi Kumar from Balaji Industries speaking? (ಸರ್ ನಮಸ್ಕಾರ, ಬಾಲಾಜಿ ಇಂಡಸ್ಟ್ರೀಸ್ ಇಂದ ಶಶಿ ಕುಮಾರ್ ಅವರು ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?)\n[7s] CUSTOMER: Yes. (ಹಾ.)\n[7s] AGENT: Sir, this is Sowmya, I'm calling you from JSW. You've just raised an enquiry for HR, HR material, correct?\n[12s] CUSTOMER: Okay, okay.\n[14s] AGENT: Hot rolled sheets, is it? This is for 3 by 1500 by 3000.\n[17s] CUSTOMER: Yes, sir.\n[18s] AGENT: Uh huh. Is there any revision in the quantity, sir? The quantity that you've mentioned might be, uh, you know, lower than the MOQ. So if there is revision possible, please let us know.\n[25s] CUSTOMER: What is the MOQ for that?\n[27s] AGENT: Generally we take anything between 8 to 10 tons as MOQ. Let us know, even if it's 5 tons, we will try and supply that.\n[32s] CUSTOMER: Hm.\n[33s] CUSTOMER: For 5 tons means what is the price per kg it will come?\n[37s] AGENT: I've requested for the price, sir. I'll share that in some time. Okay?\n[40s] CUSTOMER: Okay.\n[40s] AGENT: So based on that you will decide whether the revision is possible, that's what you're telling me?\n[42s] CUSTOMER: Ah, yeah.\n[44s] AGENT: Okay. So this delivery is going to be in, where in Tiruvallur? Okay.\n[48s] CUSTOMER: Ayyappan... Ayyappan Thangal.\n[49s] AGENT: Ayyappan Thangal. Okay, okay. Ayyappan Thangal. Okay, done sir.\n[52s] CUSTOMER: Do you have any dealer near Sriperumbudur? Cha...?\n[54s] AGENT: There are dealers, but again, the supply that's going to happen, the price that we're going to share with you, or the quote you'll receive here will be different from what you get there.\n[60s] CUSTOMER: Okay.\n[62s] AGENT: Yeah. So let me get the prices, I will share that. Then based on comparison, you can let us know whether we can go ahead.\n[66s] CUSTOMER: Okay.\n[67s] AGENT: Okay? In other, another half an hour's time I'll share the price with you.\n[70s] CUSTOMER: Yeah, okay.\n[72s] AGENT: Right sir, thank you.", "language": "English", "languages": "[\"English\", \"Kannada\"]", "turn_count": 29, "connected": 1, "audio_notes": "clear: The agent initially speaks in Kannada before switching to English for the rest of the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "29 turns, clean transcript (0% inaudible)", "band_language": "English", "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": 6.5, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "You missed the opportunity to build value by not asking any discovery questions; without knowing the customer's business needs, you can only compete on price.", "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 from Balaji Industries enquired for HR sheets. The agent confirmed the product specs and delivery location, but noted the customer's quantity might be below the standard MOQ of 8-10 tons, though they offered to check for 5 tons. The call ended with the agent promising to send a price quote within 30 minutes.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this is Sowmya, I'm calling you from JSW. You've just raised an enquiry for HR, HR material, correct?\", \"comment\": \"The agent correctly acknowledged the customer's platform enquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"Hot rolled sheets, is it? This is for 3 by 1500 by 3000... Is there any revision in the quantity, sir?... So this delivery is going to be in, where in Tiruvallur?\", \"comment\": \"The agent revalidated product, specs, quantity, and location, but did not ask about the customer's required delivery timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent did not attempt to understand the customer's end use, monthly consumption, or current procurement.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"In other, another half an hour's time I'll share the price with you.\", \"comment\": \"As the price was not available, the agent correctly committed to a specific timeline for sending the quote.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah. So let me get the prices, I will share that. Then based on comparison, you can let us know whether we can go ahead.\", \"comment\": \"The agent stuck to the customer's requirement and did not waste time re-pitching other products or the company.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to build value by not asking any discovery questions; without knowing the customer's business needs, you can only compete on price.\", \"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 from Balaji Industries enquired for HR sheets. The agent confirmed the product specs and delivery location, but noted the customer's quantity might be below the standard MOQ of 8-10 tons, though they offered to check for 5 tons. The call ended with the agent promising to send a price quote within 30 minutes.\"}", "error": null, "latency_ms": 29466, "input_tokens": 3309, "output_tokens": 774, "created_at": "2026-09-25 11:11:02", "sentiment": "positive", "sentiment_score": 0.715, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.785, "agent_talk_sec": 47.2, "customer_talk_sec": 12.9, "dead_air_sec": 60.9, "longest_monologue_sec": 6.3, "agent_wpm": 293.6, "interruptions": 0, "agent_turns": 14, "customer_turns": 15, "discovery_qs": 8, "words_agent": 231, "words_customer": 45, "monologue_heavy": 1, "turns": [ { "ucid": "21112178901844761", "idx": 0, "speaker": "customer", "start_s": 1.18, "end_s": 1.68, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178901844761", "idx": 1, "speaker": "agent", "start_s": 2.3, "end_s": 2.7, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178901844761", "idx": 2, "speaker": "customer", "start_s": 3.0, "end_s": 3.4, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178901844761", "idx": 3, "speaker": "agent", "start_s": 3.8, "end_s": 6.4, "text_en": "Sir, greetings, are you Shashi Kumar from Balaji Industries speaking?", "text_native": "ಸರ್ ನಮಸ್ಕಾರ, ಬಾಲಾಜಿ ಇಂಡಸ್ಟ್ರೀಸ್ ಇಂದ ಶಶಿ ಕುಮಾರ್ ಅವರು ಮಾತಾಡ್ತಾ ಇದ್ದೀರಾ?" }, { "ucid": "21112178901844761", "idx": 4, "speaker": "customer", "start_s": 6.6, "end_s": 6.8, "text_en": "Yes.", "text_native": "ಹಾ." }, { "ucid": "21112178901844761", "idx": 5, "speaker": "agent", "start_s": 7.1, "end_s": 12.0, "text_en": "Sir, this is Sowmya, I'm calling you from JSW. You've just raised an enquiry for HR, HR material, correct?", "text_native": "Sir, this is Sowmya, I'm calling you from JSW. You've just raised an enquiry for HR, HR material, correct?" }, { "ucid": "21112178901844761", "idx": 6, "speaker": "customer", "start_s": 12.3, "end_s": 13.1, "text_en": "Okay, okay.", "text_native": "Okay, okay." }, { "ucid": "21112178901844761", "idx": 7, "speaker": "agent", "start_s": 13.6, "end_s": 16.8, "text_en": "Hot rolled sheets, is it? This is for 3 by 1500 by 3000.", "text_native": "Hot rolled sheets, is it? This is for 3 by 1500 by 3000." }, { "ucid": "21112178901844761", "idx": 8, "speaker": "customer", "start_s": 17.0, "end_s": 17.6, "text_en": "Yes, sir.", "text_native": "Yes, sir." }, { "ucid": "21112178901844761", "idx": 9, "speaker": "agent", "start_s": 18.2, "end_s": 24.5, "text_en": "Uh huh. Is there any revision in the quantity, sir? The quantity that you've mentioned might be, uh, you know, lower than the MOQ. So if there is revision possible, please let us know.", "text_native": "Uh huh. Is there any revision in the quantity, sir? The quantity that you've mentioned might be, uh, you know, lower than the MOQ. So if there is revision possible, please let us know." }, { "ucid": "21112178901844761", "idx": 10, "speaker": "customer", "start_s": 24.8, "end_s": 26.2, "text_en": "What is the MOQ for that?", "text_native": "What is the MOQ for that?" }, { "ucid": "21112178901844761", "idx": 11, "speaker": "agent", "start_s": 26.9, "end_s": 31.5, "text_en": "Generally we take anything between 8 to 10 tons as MOQ. Let us know, even if it's 5 tons, we will try and supply that.", "text_native": "Generally we take anything between 8 to 10 tons as MOQ. Let us know, even if it's 5 tons, we will try and supply that." }, { "ucid": "21112178901844761", "idx": 12, "speaker": "customer", "start_s": 32.3, "end_s": 32.6, "text_en": "Hm.", "text_native": "Hm." }, { "ucid": "21112178901844761", "idx": 13, "speaker": "customer", "start_s": 33.4, "end_s": 35.6, "text_en": "For 5 tons means what is the price per kg it will come?", "text_native": "For 5 tons means what is the price per kg it will come?" }, { "ucid": "21112178901844761", "idx": 14, "speaker": "agent", "start_s": 36.8, "end_s": 39.5, "text_en": "I've requested for the price, sir. I'll share that in some time. Okay?", "text_native": "I've requested for the price, sir. I'll share that in some time. Okay?" }, { "ucid": "21112178901844761", "idx": 15, "speaker": "customer", "start_s": 39.6, "end_s": 40.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178901844761", "idx": 16, "speaker": "agent", "start_s": 40.2, "end_s": 42.5, "text_en": "So based on that you will decide whether the revision is possible, that's what you're telling me?", "text_native": "So based on that you will decide whether the revision is possible, that's what you're telling me?" }, { "ucid": "21112178901844761", "idx": 17, "speaker": "customer", "start_s": 42.5, "end_s": 43.2, "text_en": "Ah, yeah.", "text_native": "Ah, yeah." }, { "ucid": "21112178901844761", "idx": 18, "speaker": "agent", "start_s": 43.6, "end_s": 47.2, "text_en": "Okay. So this delivery is going to be in, where in Tiruvallur? Okay.", "text_native": "Okay. So this delivery is going to be in, where in Tiruvallur? Okay." }, { "ucid": "21112178901844761", "idx": 19, "speaker": "customer", "start_s": 47.5, "end_s": 49.2, "text_en": "Ayyappan... Ayyappan Thangal.", "text_native": "Ayyappan... Ayyappan Thangal." }, { "ucid": "21112178901844761", "idx": 20, "speaker": "agent", "start_s": 49.2, "end_s": 51.8, "text_en": "Ayyappan Thangal. Okay, okay. Ayyappan Thangal. Okay, done sir.", "text_native": "Ayyappan Thangal. Okay, okay. Ayyappan Thangal. Okay, done sir." }, { "ucid": "21112178901844761", "idx": 21, "speaker": "customer", "start_s": 51.8, "end_s": 53.9, "text_en": "Do you have any dealer near Sriperumbudur? Cha...?", "text_native": "Do you have any dealer near Sriperumbudur? Cha...?" }, { "ucid": "21112178901844761", "idx": 22, "speaker": "agent", "start_s": 54.2, "end_s": 59.9, "text_en": "There are dealers, but again, the supply that's going to happen, the price that we're going to share with you, or the quote you'll receive here will be different from what you get there.", "text_native": "There are dealers, but again, the supply that's going to happen, the price that we're going to share with you, or the quote you'll receive here will be different from what you get there." }, { "ucid": "21112178901844761", "idx": 23, "speaker": "customer", "start_s": 60.4, "end_s": 60.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178901844761", "idx": 24, "speaker": "agent", "start_s": 61.6, "end_s": 66.2, "text_en": "Yeah. So let me get the prices, I will share that. Then based on comparison, you can let us know whether we can go ahead.", "text_native": "Yeah. So let me get the prices, I will share that. Then based on comparison, you can let us know whether we can go ahead." }, { "ucid": "21112178901844761", "idx": 25, "speaker": "customer", "start_s": 66.5, "end_s": 67.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178901844761", "idx": 26, "speaker": "agent", "start_s": 67.4, "end_s": 70.2, "text_en": "Okay? In other, another half an hour's time I'll share the price with you.", "text_native": "Okay? In other, another half an hour's time I'll share the price with you." }, { "ucid": "21112178901844761", "idx": 27, "speaker": "customer", "start_s": 70.3, "end_s": 71.0, "text_en": "Yeah, okay.", "text_native": "Yeah, okay." }, { "ucid": "21112178901844761", "idx": 28, "speaker": "agent", "start_s": 71.5, "end_s": 72.4, "text_en": "Right sir, thank you.", "text_native": "Right sir, thank you." } ], "steps": [ { "ucid": "21112178901844761", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, this is Sowmya, I'm calling you from JSW. You've just raised an enquiry for HR, HR material, correct?", "comment": "The agent correctly acknowledged the customer's platform enquiry at the start of the call." }, { "ucid": "21112178901844761", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "partial", "earned": 1.5, "questions_hit": 4, "evidence": "Hot rolled sheets, is it? This is for 3 by 1500 by 3000... Is there any revision in the quantity, sir?... So this delivery is going to be in, where in Tiruvallur?", "comment": "The agent revalidated product, specs, quantity, and location, but did not ask about the customer's required delivery timeline." }, { "ucid": "21112178901844761", "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; the agent did not attempt to understand the customer's end use, monthly consumption, or current procurement." }, { "ucid": "21112178901844761", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "In other, another half an hour's time I'll share the price with you.", "comment": "As the price was not available, the agent correctly committed to a specific timeline for sending the quote." }, { "ucid": "21112178901844761", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yeah. So let me get the prices, I will share that. Then based on comparison, you can let us know whether we can go ahead.", "comment": "The agent stuck to the customer's requirement and did not waste time re-pitching other products or the company." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }