{ "ucid": "21112178911546711", "call_date": "2026-09-11", "start_time": "2026-09-11 14:01:07", "end_time": "2026-09-11 14:02:06", "duration_sec": 59, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6b1dab76582c0a65d507dd284bcc3bd5.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 216, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911546711__DIA6b1dab76582c0a65d507dd284bcc3bd5.mp3", "audio_bytes": 134568, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 44.856, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello? (हॅलो?)\n[2s] CUSTOMER: Trueman Corporation?\n[4s] AGENT: Yes.\n[4s] AGENT: Uh very good afternoon sir. This is Kuldeep speaking from JSW One MSME, Jindal Steel. (अह वेरी गुड आफ्टरनून सर। कुलदीप बोल रहा हूं JSW One MSME से, Jindal Steel.)\n[8s] CUSTOMER: Okay.\n[9s] AGENT: Hello? (हॅलो?)\n[10s] CUSTOMER: Yes, please tell me. (हां बोलिए ना।)\n[11s] AGENT: Yes sir, your company was registered on our portal. You, I guess, for cement (हां सर, ये आपका कंपनी रजिस्टर्ड हुआ था पोर्टल पर हमारे। आपने आई गेस तो सीमेंट का)\n[14s] CUSTOMER: No, I was checking the price. I am a trader. I was checking the price. What is the trading price, how much is it, that a little (नहीं, वो प्राइस चेक कर रहा था मैं। वो ट्रेडर हूं मैं। प्राइस चेक कर रहा था। क्या है ट्रेडिंग प्राइस कितना है वो थोड़ा)\n[20s] AGENT: Actually, what it is sir, I look after the steel department, okay? Uh, the cement department's team, I will ask them to connect with you. There is someone named Soumya in our team. Soumya ma'am will connect with you sir, okay? (Actually क्या है सर, I look after steel department, okay? Uh cement department की जो टीम है ना, उनको मैं कनेक्ट करने बोलता हूं आपसे। सौम्या करके है हमारे टीम में। सौम्या मैम will connect with you sir, okay?)\n[28s] CUSTOMER: Okay.\n[29s] AGENT: Okay, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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 handing off a lead to another department, improve the customer experience by providing a specific timeline for the callback, such as 'They will connect with you within the next 2 hours'.", "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, a trader, inquired about the price of cement after registering on the portal. The agent, who handles the steel department, correctly identified the product mismatch. He informed the customer that the correct team for cement would connect with them and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, your company was registered on our portal.\", \"comment\": \"The agent correctly acknowledged the customer's interaction with the online platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt to revalidate any of the required fields like quantity or location after identifying the product.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked, as the agent quickly realized the lead was for a different department.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a price or a timeline for a price, instead setting a next step of a callback from another team.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Actually, what it is sir, I look after the steel department, okay? Uh, the cement department's team, I will ask them to connect with you.\", \"comment\": \"The agent did not pitch any products and correctly focused on routing the call.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When handing off a lead to another department, improve the customer experience by providing a specific timeline for the callback, such as 'They will connect with you within the next 2 hours'.\", \"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, a trader, inquired about the price of cement after registering on the portal. The agent, who handles the steel department, correctly identified the product mismatch. He informed the customer that the correct team for cement would connect with them and ended the call.\"}", "error": null, "latency_ms": 38465, "input_tokens": 3015, "output_tokens": 658, "created_at": "2026-09-25 10:59:56", "sentiment": "positive", "sentiment_score": 0.176, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.668, "agent_talk_sec": 16.1, "customer_talk_sec": 8.0, "dead_air_sec": 34.9, "longest_monologue_sec": 7.7, "agent_wpm": 283.2, "interruptions": 0, "agent_turns": 7, "customer_turns": 5, "discovery_qs": 4, "words_agent": 76, "words_customer": 35, "monologue_heavy": 0, "turns": [ { "ucid": "21112178911546711", "idx": 0, "speaker": "agent", "start_s": 0.87, "end_s": 1.37, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178911546711", "idx": 1, "speaker": "customer", "start_s": 2.1, "end_s": 3.2, "text_en": "Trueman Corporation?", "text_native": "Trueman Corporation?" }, { "ucid": "21112178911546711", "idx": 2, "speaker": "agent", "start_s": 3.57, "end_s": 3.8, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178911546711", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 7.8, "text_en": "Uh very good afternoon sir. This is Kuldeep speaking from JSW One MSME, Jindal Steel.", "text_native": "अह वेरी गुड आफ्टरनून सर। कुलदीप बोल रहा हूं JSW One MSME से, Jindal Steel." }, { "ucid": "21112178911546711", "idx": 4, "speaker": "customer", "start_s": 8.3, "end_s": 8.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178911546711", "idx": 5, "speaker": "agent", "start_s": 9.2, "end_s": 9.6, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178911546711", "idx": 6, "speaker": "customer", "start_s": 10.4, "end_s": 11.0, "text_en": "Yes, please tell me.", "text_native": "हां बोलिए ना।" }, { "ucid": "21112178911546711", "idx": 7, "speaker": "agent", "start_s": 11.3, "end_s": 14.2, "text_en": "Yes sir, your company was registered on our portal. You, I guess, for cement", "text_native": "हां सर, ये आपका कंपनी रजिस्टर्ड हुआ था पोर्टल पर हमारे। आपने आई गेस तो सीमेंट का" }, { "ucid": "21112178911546711", "idx": 8, "speaker": "customer", "start_s": 14.2, "end_s": 19.8, "text_en": "No, I was checking the price. I am a trader. I was checking the price. What is the trading price, how much is it, that a little", "text_native": "नहीं, वो प्राइस चेक कर रहा था मैं। वो ट्रेडर हूं मैं। प्राइस चेक कर रहा था। क्या है ट्रेडिंग प्राइस कितना है वो थोड़ा" }, { "ucid": "21112178911546711", "idx": 9, "speaker": "agent", "start_s": 20.1, "end_s": 27.8, "text_en": "Actually, what it is sir, I look after the steel department, okay? Uh, the cement department's team, I will ask them to connect with you. There is someone named Soumya in our team. Soumya ma'am will connect with you sir, okay?", "text_native": "Actually क्या है सर, I look after steel department, okay? Uh cement department की जो टीम है ना, उनको मैं कनेक्ट करने बोलता हूं आपसे। सौम्या करके है हमारे टीम में। सौम्या मैम will connect with you sir, okay?" }, { "ucid": "21112178911546711", "idx": 10, "speaker": "customer", "start_s": 28.2, "end_s": 28.6, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178911546711", "idx": 11, "speaker": "agent", "start_s": 29.2, "end_s": 30.0, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178911546711", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes sir, your company was registered on our portal.", "comment": "The agent correctly acknowledged the customer's interaction with the online platform." }, { "ucid": "21112178911546711", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not attempt to revalidate any of the required fields like quantity or location after identifying the product." }, { "ucid": "21112178911546711", "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 agent quickly realized the lead was for a different department." }, { "ucid": "21112178911546711", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a price or a timeline for a price, instead setting a next step of a callback from another team." }, { "ucid": "21112178911546711", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Actually, what it is sir, I look after the steel department, okay? Uh, the cement department's team, I will ask them to connect with you.", "comment": "The agent did not pitch any products and correctly focused on routing the call." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }