{ "ucid": "21112178911521741", "call_date": "2026-09-11", "start_time": "2026-09-11 13:56:57", "end_time": "2026-09-11 13:58:11", "duration_sec": 74, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "Does_not_deal_Steel", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe6d9ec2fc7b20319e94c3d0eda80283d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 218, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911521741__DIAe6d9ec2fc7b20319e94c3d0eda80283d.mp3", "audio_bytes": 139536, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 46.512, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes.\n[3s] AGENT: Forest Fresh Agrotech?\n[5s] CUSTOMER: Yes.\n[6s] AGENT: Ma'am actually I'm calling from JSW One MSME.\n[8s] CUSTOMER: Yes, tell me. (Ha yes, tell me.)\n[9s] AGENT: Ma'am actually I guess you had posted some requirement for cement. So I just wanted to confirm if you need cement or uh what do you need, I mean, do you have any requirement in steel as well? (Ma'am actually I guess aapne cement ki kuch requirement post ki thi. So I just wanted to confirm aapko cement chahiye ki uh kya chahiye aapko matlab steel me bhi kuch requirement?)\n[15s] CUSTOMER: I need cement for now, for the time being, I want to see a first trial trial. How this entire process works. (Cement chahiye abhi toh filhaal first trial trial dekhna chahti hu main. How this entire process works.)\n[20s] AGENT: Okay. I'll tell the cement team to connect with you because I belong to the steel department. So I'll ask them to connect. (Theek hai. Main cement team ko bolta hu aapko connect karne ke liye because I belong to the steel department. So I'll ask them to connect.)\n[26s] CUSTOMER: Okay, okay, sure.\n[27s] AGENT: Thank you.\n[28s] CUSTOMER: Thank you.", "language": "Hinglish", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: The audio is clear with no significant background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 turns, clean transcript (0% inaudible)", "band_language": "Hinglish", "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": "You correctly identified the lead was for cement and efficiently handed it off to the right team; no steel pitch was necessary here.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "cement", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer confirmed they had posted a requirement for cement for a trial order. The agent, who is from the steel department, correctly identified the product mismatch and informed the customer they would have the cement team connect with them. The call ended with a successful internal handoff.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Ma'am actually I guess you had posted some requirement for cement.\", \"comment\": \"Agent correctly referenced the customer's platform activity at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not revalidate any steel requirement details as the customer immediately clarified they needed cement.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was correctly identified as being for a different product line (cement).\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"No closure was attempted as the lead was not for steel; the agent correctly moved to hand off the lead instead.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll tell the cement team to connect with you because I belong to the steel department.\", \"comment\": \"Agent correctly avoided pitching the steel portfolio once it was clear the customer's requirement was for cement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified the lead was for cement and efficiently handed it off to the right team; no steel pitch was necessary here.\", \"segment_detected\": \"cement\", \"mfg_flag\": true, \"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 customer confirmed they had posted a requirement for cement for a trial order. The agent, who is from the steel department, correctly identified the product mismatch and informed the customer they would have the cement team connect with them. The call ended with a successful internal handoff.\"}", "error": null, "latency_ms": 37048, "input_tokens": 2972, "output_tokens": 628, "created_at": "2026-09-25 11:00:20", "sentiment": "neutral", "sentiment_score": -0.094, "sentiment_confidence": "high", "pos": 11, "neg": 8, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.659, "agent_talk_sec": 15.1, "customer_talk_sec": 7.8, "dead_air_sec": 51.1, "longest_monologue_sec": 5.7, "agent_wpm": 298.0, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 2, "words_agent": 75, "words_customer": 33, "monologue_heavy": 0, "turns": [ { "ucid": "21112178911521741", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 1.04, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178911521741", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 2.06, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178911521741", "idx": 2, "speaker": "customer", "start_s": 2.56, "end_s": 2.84, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178911521741", "idx": 3, "speaker": "agent", "start_s": 3.2, "end_s": 4.54, "text_en": "Forest Fresh Agrotech?", "text_native": "Forest Fresh Agrotech?" }, { "ucid": "21112178911521741", "idx": 4, "speaker": "customer", "start_s": 4.9, "end_s": 5.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178911521741", "idx": 5, "speaker": "agent", "start_s": 5.58, "end_s": 7.84, "text_en": "Ma'am actually I'm calling from JSW One MSME.", "text_native": "Ma'am actually I'm calling from JSW One MSME." }, { "ucid": "21112178911521741", "idx": 6, "speaker": "customer", "start_s": 8.29, "end_s": 9.05, "text_en": "Yes, tell me.", "text_native": "Ha yes, tell me." }, { "ucid": "21112178911521741", "idx": 7, "speaker": "agent", "start_s": 9.26, "end_s": 15.0, "text_en": "Ma'am actually I guess you had posted some requirement for cement. So I just wanted to confirm if you need cement or uh what do you need, I mean, do you have any requirement in steel as well?", "text_native": "Ma'am actually I guess aapne cement ki kuch requirement post ki thi. So I just wanted to confirm aapko cement chahiye ki uh kya chahiye aapko matlab steel me bhi kuch requirement?" }, { "ucid": "21112178911521741", "idx": 8, "speaker": "customer", "start_s": 15.26, "end_s": 19.8, "text_en": "I need cement for now, for the time being, I want to see a first trial trial. How this entire process works.", "text_native": "Cement chahiye abhi toh filhaal first trial trial dekhna chahti hu main. How this entire process works." }, { "ucid": "21112178911521741", "idx": 9, "speaker": "agent", "start_s": 20.04, "end_s": 25.0, "text_en": "Okay. I'll tell the cement team to connect with you because I belong to the steel department. So I'll ask them to connect.", "text_native": "Theek hai. Main cement team ko bolta hu aapko connect karne ke liye because I belong to the steel department. So I'll ask them to connect." }, { "ucid": "21112178911521741", "idx": 10, "speaker": "customer", "start_s": 25.8, "end_s": 26.8, "text_en": "Okay, okay, sure.", "text_native": "Okay, okay, sure." }, { "ucid": "21112178911521741", "idx": 11, "speaker": "agent", "start_s": 27.0, "end_s": 27.3, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "21112178911521741", "idx": 12, "speaker": "customer", "start_s": 27.8, "end_s": 28.2, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178911521741", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Ma'am actually I guess you had posted some requirement for cement.", "comment": "Agent correctly referenced the customer's platform activity at the start of the call." }, { "ucid": "21112178911521741", "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 steel requirement details as the customer immediately clarified they needed cement." }, { "ucid": "21112178911521741", "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 was correctly identified as being for a different product line (cement)." }, { "ucid": "21112178911521741", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No closure was attempted as the lead was not for steel; the agent correctly moved to hand off the lead instead." }, { "ucid": "21112178911521741", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll tell the cement team to connect with you because I belong to the steel department.", "comment": "Agent correctly avoided pitching the steel portfolio once it was clear the customer's requirement was for cement." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }