{ "ucid": "21112178910328661", "call_date": "2026-09-11", "start_time": "2026-09-11 10:38:06", "end_time": "2026-09-11 10:40:10", "duration_sec": 124, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "Wrap up time exceeded :0", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfa716c75721b7a5ecb0f0263d7cdf062.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 274, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910328661__DIAfa716c75721b7a5ecb0f0263d7cdf062.mp3", "audio_bytes": 270432, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 90.144, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello? (हॅलो?)\n[3s] AGENT: Hello? (हॅलो?)\n[4s] CUSTOMER: Hello? (हॅलो?)\n[5s] AGENT: Hello, good morning sir, this is Abdul speaking from JSW. (हॅलो, गुड मॉर्निंग सर, अब्दुल बात कर रहा हूं JSW से।)\n[8s] CUSTOMER: Yes, good morning. (हां जी, गुड मॉर्निंग।)\n[9s] AGENT: Yes, I think, uh, yes, are you speaking from Origin Product Solution Private Limited, sir? (जी, आय थिंक, uh, जी, Origin Product Solution Private Limited से बात कर रहे हैं सर आप?)\n[12s] CUSTOMER: Yes sir. This is Amit Wadbole calling.\n[14s] AGENT: Yes yes, right right right sir. You had just put in an enquiry for GP, I think, JSW. (जी जी, राईट राईट राईट सर। आपने अभी कुछ इन्क्वायरी डाला था आप GP का आय थिंक, JSW।)\n[17s] CUSTOMER: Yes. (हां जी।)\n[18s] AGENT: So I called for that. Which material did you need, sir? GP or GL, sir? (तो उसके लिए मैं फोन किया था। कौनसा मटेरियल चाहिए था सर आपको? GP या GL सर?)\n[21s] CUSTOMER: What is needed? What what do you need? (क्या पाहिजे? क्या क्या चाहिए?)\n[23s] AGENT: Which material do you need, sir? Do you need GP or do you need GL? (कौनसा मटेरियल चाहिए सर? GP चाहिए या फिर GL चाहिए आपको?)\n[25s] CUSTOMER: What is the difference between GP and GL? (GP और GL में फरक क्या होता है?)\n[27s] AGENT: GL [inaudible] basically and GP is what you can use for normal use. GP. Which material do you need? (GL [inaudible] basically और GP होता है जो नॉर्मल यूज के लिए कर सकते है आप। GP। आपको कौनसा मटेरियल चाहिए?)\n[31s] CUSTOMER: I can't hear. I can't hear you. Will you say it again? (सुनाई नहीं दे रहा है। सुनाई नहीं दे रहा है आपका। फिर से बोलेंगे?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: The agent's voice is occasionally muffled and distant, making some parts difficult to transcribe with certainty.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 turns, clean transcript (7% 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 a customer asks for a basic product definition like 'GP vs GL', you must provide a clear, simple, and audible explanation; your response was inaudible, which caused the call to fail.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to follow up on a platform inquiry for GP material. The agent attempted to clarify if the customer needed GP or GL, but the customer asked for the difference. The agent's explanation was inaudible, and the call ended abruptly when the customer stated they could not hear.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had just put in an enquiry for GP, I think, JSW.\", \"comment\": \"The agent correctly referenced the customer's recent platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Which material did you need, sir? GP or GL, sir?\", \"comment\": \"Only the product was revalidated; thickness, width, quantity, and location were all missed.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call did not progress past the initial product clarification.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to an audio issue before any discussion of price, stock, or timeline could occur.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Which material did you need, sir? GP or GL, sir?\", \"comment\": \"The agent correctly focused on the customer's specific inquiry and did not attempt to pitch other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a basic product definition like 'GP vs GL', you must provide a clear, simple, and audible explanation; your response was inaudible, which caused the call to fail.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"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 agent called to follow up on a platform inquiry for GP material. The agent attempted to clarify if the customer needed GP or GL, but the customer asked for the difference. The agent's explanation was inaudible, and the call ended abruptly when the customer stated they could not hear.\"}", "error": null, "latency_ms": 32077, "input_tokens": 3132, "output_tokens": 666, "created_at": "2026-09-25 11:04:28", "sentiment": "neutral", "sentiment_score": 0.067, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.662, "agent_talk_sec": 18.4, "customer_talk_sec": 9.4, "dead_air_sec": 96.2, "longest_monologue_sec": 4.4, "agent_wpm": 303.3, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 7, "words_agent": 93, "words_customer": 41, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910328661", "idx": 0, "speaker": "customer", "start_s": 1.8, "end_s": 2.3, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178910328661", "idx": 1, "speaker": "agent", "start_s": 3.1, "end_s": 3.5, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178910328661", "idx": 2, "speaker": "customer", "start_s": 4.0, "end_s": 4.4, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178910328661", "idx": 3, "speaker": "agent", "start_s": 4.7, "end_s": 7.2, "text_en": "Hello, good morning sir, this is Abdul speaking from JSW.", "text_native": "हॅलो, गुड मॉर्निंग सर, अब्दुल बात कर रहा हूं JSW से।" }, { "ucid": "21112178910328661", "idx": 4, "speaker": "customer", "start_s": 7.6, "end_s": 8.6, "text_en": "Yes, good morning.", "text_native": "हां जी, गुड मॉर्निंग।" }, { "ucid": "21112178910328661", "idx": 5, "speaker": "agent", "start_s": 8.9, "end_s": 12.0, "text_en": "Yes, I think, uh, yes, are you speaking from Origin Product Solution Private Limited, sir?", "text_native": "जी, आय थिंक, uh, जी, Origin Product Solution Private Limited से बात कर रहे हैं सर आप?" }, { "ucid": "21112178910328661", "idx": 6, "speaker": "customer", "start_s": 12.0, "end_s": 13.9, "text_en": "Yes sir. This is Amit Wadbole calling.", "text_native": "Yes sir. This is Amit Wadbole calling." }, { "ucid": "21112178910328661", "idx": 7, "speaker": "agent", "start_s": 14.0, "end_s": 17.0, "text_en": "Yes yes, right right right sir. You had just put in an enquiry for GP, I think, JSW.", "text_native": "जी जी, राईट राईट राईट सर। आपने अभी कुछ इन्क्वायरी डाला था आप GP का आय थिंक, JSW।" }, { "ucid": "21112178910328661", "idx": 8, "speaker": "customer", "start_s": 17.0, "end_s": 17.5, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178910328661", "idx": 9, "speaker": "agent", "start_s": 17.8, "end_s": 20.6, "text_en": "So I called for that. Which material did you need, sir? GP or GL, sir?", "text_native": "तो उसके लिए मैं फोन किया था। कौनसा मटेरियल चाहिए था सर आपको? GP या GL सर?" }, { "ucid": "21112178910328661", "idx": 10, "speaker": "customer", "start_s": 20.9, "end_s": 22.1, "text_en": "What is needed? What what do you need?", "text_native": "क्या पाहिजे? क्या क्या चाहिए?" }, { "ucid": "21112178910328661", "idx": 11, "speaker": "agent", "start_s": 22.6, "end_s": 24.8, "text_en": "Which material do you need, sir? Do you need GP or do you need GL?", "text_native": "कौनसा मटेरियल चाहिए सर? GP चाहिए या फिर GL चाहिए आपको?" }, { "ucid": "21112178910328661", "idx": 12, "speaker": "customer", "start_s": 25.1, "end_s": 26.6, "text_en": "What is the difference between GP and GL?", "text_native": "GP और GL में फरक क्या होता है?" }, { "ucid": "21112178910328661", "idx": 13, "speaker": "agent", "start_s": 27.0, "end_s": 31.4, "text_en": "GL [inaudible] basically and GP is what you can use for normal use. GP. Which material do you need?", "text_native": "GL [inaudible] basically और GP होता है जो नॉर्मल यूज के लिए कर सकते है आप। GP। आपको कौनसा मटेरियल चाहिए?" }, { "ucid": "21112178910328661", "idx": 14, "speaker": "customer", "start_s": 31.4, "end_s": 33.8, "text_en": "I can't hear. I can't hear you. Will you say it again?", "text_native": "सुनाई नहीं दे रहा है। सुनाई नहीं दे रहा है आपका। फिर से बोलेंगे?" } ], "steps": [ { "ucid": "21112178910328661", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "You had just put in an enquiry for GP, I think, JSW.", "comment": "The agent correctly referenced the customer's recent platform inquiry at the start of the call." }, { "ucid": "21112178910328661", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Which material did you need, sir? GP or GL, sir?", "comment": "Only the product was revalidated; thickness, width, quantity, and location were all missed." }, { "ucid": "21112178910328661", "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 as the call did not progress past the initial product clarification." }, { "ucid": "21112178910328661", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended due to an audio issue before any discussion of price, stock, or timeline could occur." }, { "ucid": "21112178910328661", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Which material did you need, sir? GP or GL, sir?", "comment": "The agent correctly focused on the customer's specific inquiry and did not attempt to pitch other products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }