{ "ucid": "21112178910183611", "call_date": "2026-09-11", "start_time": "2026-09-11 10:13:56", "end_time": "2026-09-11 10:15:20", "duration_sec": 84, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA85b1ea629cfd161f627e4d932d985930.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 276, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910183611__DIA85b1ea629cfd161f627e4d932d985930.mp3", "audio_bytes": 157248, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 52.416, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello (हेलो)\n[6s] AGENT: Hello (हेलो)\n[7s] CUSTOMER: Yes, who is it? (हां कौन?)\n[7s] AGENT: Jay Ambe Engineering? (जय अंबे इंजीनियरिंग?)\n[9s] CUSTOMER: Where are you calling from? (कहां से बोल रहे हैं?)\n[10s] AGENT: Sir, I'm calling from JSW One MSME. (सर JSW One MSME से बात कर रहा हूं।)\n[12s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[13s] AGENT: Sir, you had created a requirement on our portal. (सर आपने कुछ एक requirement बनाया था हमारे portal पे।)\n[15s] CUSTOMER: Yes. (हां।)\n[16s] AGENT: This one for ISA. (ये ISA के लिए।)\n[18s] CUSTOMER: Yes. (हां।)\n[18s] AGENT: Uh sir, what is the requirement in this? (अ सर इसमें क्या requirement क्या है आपको?)\n[20s] CUSTOMER: Uh, tell me the rate for one ton. (अ मेरेको rate बताइए ना एक ton का।)\n[22s] AGENT: Sir, we can't give one ton, you have to take at least ten tons. (सर एक ton नहीं दे सकते, कम से कम दस ton लेना पड़ता है।)\n[25s] CUSTOMER: Then tell me the rate for ten tons. (तो दस ton का rate बता दीजिए।)\n[26s] AGENT: Sir, you are talking about an order for one ton and how will you take ten tons, sir, I... you just need the pricing (सर एक ton का आप order बात कर रहे हो और दस ton कैसे लेंगे सर मैं आपको खाली pricing)\n[29s] CUSTOMER: You said ten tons... you yourself said ten tons. I had to give a rate, that's why I put one ton in it. (आपने दस ton आपने सामने से दस ton बताया। मेरेको rate देना था इसके लिए मैं एक ton डाला उसमें।)\n[33s] AGENT: Okay sir, I will message you. (ठीक है सर मैं message कर देता हूं आपको।)\n[35s] CUSTOMER: Okay. Don't call on this number, please. (ठीक है। इसमें फोन मत करना प्लीज।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "clear: Some minor background noise is present on the customer's side but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 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 the customer agreed to your 10-ton MOQ, you should have provided the price as requested instead of questioning their intent and ending the call.", "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": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, from 'Jay Ambe Engineering', inquired about the price for one ton of ISA as per their portal request. The agent stated the minimum order quantity is 10 tons. Although the customer then asked for the 10-ton price, the agent dismissed the request and ended the conversation, prompting the customer to ask not to be called again.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had created a requirement on our portal.\", \"comment\": \"Agent correctly acknowledged the customer's submission on the portal.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not revalidate any of the required fields like product, quantity, or location, instead just asking a generic question.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any discovery questions; the conversation was immediately derailed by the quantity issue.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"ठीक है सर मैं message कर देता हूं आपको।\", \"comment\": \"Agent did not provide a price or a timeline for one, instead deflecting the request by offering to send a message.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"This one for ISA.\", \"comment\": \"Agent correctly focused on the product the customer had already selected on the platform.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer agreed to your 10-ton MOQ, you should have provided the price as requested instead of questioning their intent and ending the call.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, from 'Jay Ambe Engineering', inquired about the price for one ton of ISA as per their portal request. The agent stated the minimum order quantity is 10 tons. Although the customer then asked for the 10-ton price, the agent dismissed the request and ended the conversation, prompting the customer to ask not to be called again.\"}", "error": null, "latency_ms": 32484, "input_tokens": 3150, "output_tokens": 643, "created_at": "2026-09-25 11:04:32", "sentiment": "negative", "sentiment_score": -0.155, "sentiment_confidence": "high", "pos": 2, "neg": 2, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.57, "agent_talk_sec": 14.3, "customer_talk_sec": 10.8, "dead_air_sec": 58.9, "longest_monologue_sec": 3.0, "agent_wpm": 318.9, "interruptions": 0, "agent_turns": 9, "customer_turns": 10, "discovery_qs": 2, "words_agent": 76, "words_customer": 61, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910183611", "idx": 0, "speaker": "customer", "start_s": 4.98, "end_s": 5.5, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178910183611", "idx": 1, "speaker": "agent", "start_s": 6.0, "end_s": 6.38, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178910183611", "idx": 2, "speaker": "customer", "start_s": 6.9, "end_s": 7.4, "text_en": "Yes, who is it?", "text_native": "हां कौन?" }, { "ucid": "21112178910183611", "idx": 3, "speaker": "agent", "start_s": 7.4, "end_s": 8.3, "text_en": "Jay Ambe Engineering?", "text_native": "जय अंबे इंजीनियरिंग?" }, { "ucid": "21112178910183611", "idx": 4, "speaker": "customer", "start_s": 8.8, "end_s": 9.6, "text_en": "Where are you calling from?", "text_native": "कहां से बोल रहे हैं?" }, { "ucid": "21112178910183611", "idx": 5, "speaker": "agent", "start_s": 10.2, "end_s": 11.9, "text_en": "Sir, I'm calling from JSW One MSME.", "text_native": "सर JSW One MSME से बात कर रहा हूं।" }, { "ucid": "21112178910183611", "idx": 6, "speaker": "customer", "start_s": 11.9, "end_s": 12.4, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "21112178910183611", "idx": 7, "speaker": "agent", "start_s": 12.7, "end_s": 14.9, "text_en": "Sir, you had created a requirement on our portal.", "text_native": "सर आपने कुछ एक requirement बनाया था हमारे portal पे।" }, { "ucid": "21112178910183611", "idx": 8, "speaker": "customer", "start_s": 15.2, "end_s": 15.5, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178910183611", "idx": 9, "speaker": "agent", "start_s": 16.2, "end_s": 17.1, "text_en": "This one for ISA.", "text_native": "ये ISA के लिए।" }, { "ucid": "21112178910183611", "idx": 10, "speaker": "customer", "start_s": 17.5, "end_s": 17.8, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178910183611", "idx": 11, "speaker": "agent", "start_s": 18.2, "end_s": 19.9, "text_en": "Uh sir, what is the requirement in this?", "text_native": "अ सर इसमें क्या requirement क्या है आपको?" }, { "ucid": "21112178910183611", "idx": 12, "speaker": "customer", "start_s": 20.4, "end_s": 22.1, "text_en": "Uh, tell me the rate for one ton.", "text_native": "अ मेरेको rate बताइए ना एक ton का।" }, { "ucid": "21112178910183611", "idx": 13, "speaker": "agent", "start_s": 22.5, "end_s": 24.5, "text_en": "Sir, we can't give one ton, you have to take at least ten tons.", "text_native": "सर एक ton नहीं दे सकते, कम से कम दस ton लेना पड़ता है।" }, { "ucid": "21112178910183611", "idx": 14, "speaker": "customer", "start_s": 24.8, "end_s": 26.1, "text_en": "Then tell me the rate for ten tons.", "text_native": "तो दस ton का rate बता दीजिए।" }, { "ucid": "21112178910183611", "idx": 15, "speaker": "agent", "start_s": 26.4, "end_s": 29.4, "text_en": "Sir, you are talking about an order for one ton and how will you take ten tons, sir, I... you just need the pricing", "text_native": "सर एक ton का आप order बात कर रहे हो और दस ton कैसे लेंगे सर मैं आपको खाली pricing" }, { "ucid": "21112178910183611", "idx": 16, "speaker": "customer", "start_s": 29.4, "end_s": 32.5, "text_en": "You said ten tons... you yourself said ten tons. I had to give a rate, that's why I put one ton in it.", "text_native": "आपने दस ton आपने सामने से दस ton बताया। मेरेको rate देना था इसके लिए मैं एक ton डाला उसमें।" }, { "ucid": "21112178910183611", "idx": 17, "speaker": "agent", "start_s": 33.3, "end_s": 34.8, "text_en": "Okay sir, I will message you.", "text_native": "ठीक है सर मैं message कर देता हूं आपको।" }, { "ucid": "21112178910183611", "idx": 18, "speaker": "customer", "start_s": 35.3, "end_s": 37.1, "text_en": "Okay. Don't call on this number, please.", "text_native": "ठीक है। इसमें फोन मत करना प्लीज।" } ], "steps": [ { "ucid": "21112178910183611", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, you had created a requirement on our portal.", "comment": "Agent correctly acknowledged the customer's submission on the portal." }, { "ucid": "21112178910183611", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not revalidate any of the required fields like product, quantity, or location, instead just asking a generic question." }, { "ucid": "21112178910183611", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any discovery questions; the conversation was immediately derailed by the quantity issue." }, { "ucid": "21112178910183611", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "ठीक है सर मैं message कर देता हूं आपको।", "comment": "Agent did not provide a price or a timeline for one, instead deflecting the request by offering to send a message." }, { "ucid": "21112178910183611", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "This one for ISA.", "comment": "Agent correctly focused on the product the customer had already selected on the platform." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }