{ "ucid": "21112178911599191", "call_date": "2026-09-11", "start_time": "2026-09-11 14:09:51", "end_time": "2026-09-11 14:12:21", "duration_sec": 150, "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/DIA9818879ebfc3be03c1aa3ad14d90db1b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 214, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911599191__DIA9818879ebfc3be03c1aa3ad14d90db1b.mp3", "audio_bytes": 386640, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 128.88, "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. (जी।)\n[4s] AGENT: I am speaking from JSW One. (मैं JSW One से बात कर रहा हूं मैं।)\n[6s] CUSTOMER: Yes sir. (जी सर।)\n[7s] AGENT: Uh sir, you had put some requirement on our portal for angles. (अह सर आपने कुछ requirement डाली थी हमारे portal पे angles की।)\n[11s] CUSTOMER: Yes. (जी।)\n[12s] AGENT: So sir, I wanted to understand, I mean, what quantity do you need, sir? (तो सर मुझे थोड़ा समझना था आपको मतलब कितनी quantity चाहिए सर?)\n[15s] CUSTOMER: Actually sir, I had just installed that portal for the first time. (Actually सर, वो portal मैंने अभी first time install किया था।)\n[18s] CUSTOMER: I was exploring it. (मैं उसको explore कर रहा था।)\n[20s] AGENT: Okay. (अच्छा।)\n[20s] CUSTOMER: How it works, what it is. (कि वो कैसा work करता है, क्या है।)\n[22s] AGENT: Hmm hmm hmm. (हम्म हम्म हम्म।)\n[23s] CUSTOMER: So in it, there was a place below where it was written 'go to cart and you will get the rate and something like that'. So as soon as I clicked on it, the requirement went straight through. (तो वो उसमें एक एक नीचे जहां पे लिखा था कि go to cart and you will get the rate and something like that. तो मैंने जैसे ही उसपे click किया तो वो सीधा requirement चली गई।)\n[30s] CUSTOMER: That didn't happen for me, you understand, right? (वो मेरेको वो वो वो नहीं हुआ, समझ रहे है ना आप?)\n[32s] AGENT: Understood.\n[33s] CUSTOMER: I was just exploring your app, and in that, in the flow, that... that happened. (मैं बस app आपका explore कर रहा था तो उसमें वो flow flow में वो वो हो गया वो।)\n[37s] AGENT: An inquiry came by mistake for that. (गलती से inquiry आ गई उसकी।)\n[38s] CUSTOMER: Yes, yes, yes. If you could delete it, because I searched for other options in it, how to delete it, how to revise it, but that option wasn't there. (हां हां हां। अगर आप उसको delete कर दें क्योंकि मैं उसमें बाकी ढूंढा मैं उसको delete कैसे करते हैं, उसको revise कैसे करते हैं, तो वो option ही नहीं था उसमें।)\n[44s] AGENT: No, no, only we can do that. (नहीं नहीं वो हम ही कर पाएंगे वो।)\n[45s] CUSTOMER: Yes, yes, yes. (हां हां हां।)\n[46s] CUSTOMER: It's like that. (ऐसा है।)\n[47s] AGENT: Okay, I will do it. (ठीक है, मैं कर दूंगा।)\n[48s] CUSTOMER: So, okay, one thing in that, if you could clarify this, that if I want to purchase any quantity or whatever things are in it, do I have to list it out and add it to the cart in this same way? (तो अच्छा उसमें एक चीज ये ये उसमें clear अगर आप कर देंगे, कि अगर कोई भी quantity में या जो भी चीजें उसमें purchase करना है, तो इसी तरीके से उसमें list out करके उसको cart कर देना है?)\n[57s] AGENT: Yes, the inquiry will flow in the same way, sir. (हां, inquiry उसी तरीके से flow होगी सर।)\n[59s] CUSTOMER: Okay, after that will you tell the rate etc., or will it directly become an order? (अच्छा, उसी के बाद आप उसका rate वगेरा बताएंगे या direct उसमें वो हो जाएगा वो order हो जाएगा?)\n[63s] AGENT: No, actually the system itself will generate the rate, but until the inquiry comes, we won't be able to give the rate on the system, sir. (नहीं वो actually system ही rate निकालेगा लेकिन जब तक inquiry नहीं आएगी ना तब तक rate नहीं दे पाएंगे सर system पे ना।)\n[68s] CUSTOMER: Okay, okay, okay. (अच्छा अच्छा अच्छा।)\n[69s] CUSTOMER: Meaning your rate will also differ as per quantity? (यानी आपका rate as per quantity भी differ करेगा?)\n[72s] AGENT: Exactly, because we don't charge for freight separately. (Exactly, क्योंकि freight क्या है हम अलग से charge नहीं करते ना।)\n[74s] CUSTOMER: Okay.\n[76s] AGENT: That's why.\n[77s] CUSTOMER: Okay.\n[78s] CUSTOMER: Alright then, sir. That was a small mistake, please delete it. (ठीक है ना सर। वो थोड़ा सा गलती हो गई उसको delete कर दीजिए।)\n[80s] AGENT: But what it is, sir, I'll... no no, no issue with that, sir. I'll send you a WhatsApp from my personal number and keep it. (But क्या है सर मैं आपको ना... नहीं नहीं कोई issue नहीं है सर उसको। मैं आपको अपने personal number से ना WhatsApp डाल के रखता हूं।)\n[85s] CUSTOMER: Absolutely, absolutely. (बिलकुल बिलकुल।)\n[86s] AGENT: If there's anything in the future, you can send an inquiry on that as well. (Future में अगर कुछ रहेगा ना तो आप उसपे भी inquiry भेज सकते हैं।)\n[88s] CUSTOMER: Absolutely sir, absolutely, absolutely. (बिलकुल सर, बिलकुल बिलकुल।)\n[90s] AGENT: Done sir. Thank you.\n[91s] CUSTOMER: Okay, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 40, "connected": 1, "audio_notes": "clear: Some minor background noise is present but does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "40 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 a customer says an inquiry was a mistake, acknowledge it, then pivot to simple discovery questions (e.g., 'No problem, I'll cancel it. Just for my understanding, what kind of work do you do?') to qualify them for the future.", "usp_relevance": "matched", "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 customer clarified that the requirement for angles was submitted by mistake while exploring the app for the first time. The agent acknowledged this and agreed to delete the inquiry. The agent then answered the customer's questions about how the ordering and pricing process works and offered to stay in touch via WhatsApp for any future needs, which the customer accepted.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had put some requirement on our portal for angles.\", \"comment\": \"The agent correctly opened by referencing the customer's action on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked about quantity before the customer explained the submission was an error, preventing further revalidation.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt any discovery questions after learning the initial inquiry was a mistake.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to a point where pricing or a timeline for a requirement was relevant.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Exactly, because we don't charge for freight separately.\", \"comment\": \"The agent did not re-pitch and only mentioned a relevant USP when the customer asked about pricing.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer says an inquiry was a mistake, acknowledge it, then pivot to simple discovery questions (e.g., 'No problem, I'll cancel it. Just for my understanding, what kind of work do you do?') to qualify them for the future.\", \"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 customer clarified that the requirement for angles was submitted by mistake while exploring the app for the first time. The agent acknowledged this and agreed to delete the inquiry. The agent then answered the customer's questions about how the ordering and pricing process works and offered to stay in touch via WhatsApp for any future needs, which the customer accepted.\"}", "error": null, "latency_ms": 43411, "input_tokens": 3938, "output_tokens": 666, "created_at": "2026-09-25 10:59:45", "sentiment": "positive", "sentiment_score": 0.406, "sentiment_confidence": "high", "pos": 34, "neg": 2, "lex_hits": 26, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.381, "agent_talk_sec": 29.2, "customer_talk_sec": 47.5, "dead_air_sec": 73.3, "longest_monologue_sec": 4.7, "agent_wpm": 302.1, "interruptions": 0, "agent_turns": 17, "customer_turns": 23, "discovery_qs": 1, "words_agent": 147, "words_customer": 215, "monologue_heavy": 0, "turns": [ { "ucid": "21112178911599191", "idx": 0, "speaker": "customer", "start_s": 0.9, "end_s": 1.3, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178911599191", "idx": 1, "speaker": "agent", "start_s": 1.6, "end_s": 2.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178911599191", "idx": 2, "speaker": "customer", "start_s": 3.0, "end_s": 3.3, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178911599191", "idx": 3, "speaker": "agent", "start_s": 3.8, "end_s": 5.4, "text_en": "I am speaking from JSW One.", "text_native": "मैं JSW One से बात कर रहा हूं मैं।" }, { "ucid": "21112178911599191", "idx": 4, "speaker": "customer", "start_s": 5.8, "end_s": 6.2, "text_en": "Yes sir.", "text_native": "जी सर।" }, { "ucid": "21112178911599191", "idx": 5, "speaker": "agent", "start_s": 6.7, "end_s": 10.0, "text_en": "Uh sir, you had put some requirement on our portal for angles.", "text_native": "अह सर आपने कुछ requirement डाली थी हमारे portal पे angles की।" }, { "ucid": "21112178911599191", "idx": 6, "speaker": "customer", "start_s": 10.8, "end_s": 11.1, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178911599191", "idx": 7, "speaker": "agent", "start_s": 11.5, "end_s": 14.3, "text_en": "So sir, I wanted to understand, I mean, what quantity do you need, sir?", "text_native": "तो सर मुझे थोड़ा समझना था आपको मतलब कितनी quantity चाहिए सर?" }, { "ucid": "21112178911599191", "idx": 8, "speaker": "customer", "start_s": 14.7, "end_s": 18.0, "text_en": "Actually sir, I had just installed that portal for the first time.", "text_native": "Actually सर, वो portal मैंने अभी first time install किया था।" }, { "ucid": "21112178911599191", "idx": 9, "speaker": "customer", "start_s": 18.0, "end_s": 19.2, "text_en": "I was exploring it.", "text_native": "मैं उसको explore कर रहा था।" }, { "ucid": "21112178911599191", "idx": 10, "speaker": "agent", "start_s": 19.5, "end_s": 19.8, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178911599191", "idx": 11, "speaker": "customer", "start_s": 20.1, "end_s": 21.6, "text_en": "How it works, what it is.", "text_native": "कि वो कैसा work करता है, क्या है।" }, { "ucid": "21112178911599191", "idx": 12, "speaker": "agent", "start_s": 22.0, "end_s": 22.5, "text_en": "Hmm hmm hmm.", "text_native": "हम्म हम्म हम्म।" }, { "ucid": "21112178911599191", "idx": 13, "speaker": "customer", "start_s": 22.8, "end_s": 30.0, "text_en": "So in it, there was a place below where it was written 'go to cart and you will get the rate and something like that'. So as soon as I clicked on it, the requirement went straight through.", "text_native": "तो वो उसमें एक एक नीचे जहां पे लिखा था कि go to cart and you will get the rate and something like that. तो मैंने जैसे ही उसपे click किया तो वो सीधा requirement चली गई।" }, { "ucid": "21112178911599191", "idx": 14, "speaker": "customer", "start_s": 30.2, "end_s": 32.2, "text_en": "That didn't happen for me, you understand, right?", "text_native": "वो मेरेको वो वो वो नहीं हुआ, समझ रहे है ना आप?" }, { "ucid": "21112178911599191", "idx": 15, "speaker": "agent", "start_s": 32.5, "end_s": 33.1, "text_en": "Understood.", "text_native": "Understood." }, { "ucid": "21112178911599191", "idx": 16, "speaker": "customer", "start_s": 33.3, "end_s": 36.6, "text_en": "I was just exploring your app, and in that, in the flow, that... that happened.", "text_native": "मैं बस app आपका explore कर रहा था तो उसमें वो flow flow में वो वो हो गया वो।" }, { "ucid": "21112178911599191", "idx": 17, "speaker": "agent", "start_s": 37.0, "end_s": 38.2, "text_en": "An inquiry came by mistake for that.", "text_native": "गलती से inquiry आ गई उसकी।" }, { "ucid": "21112178911599191", "idx": 18, "speaker": "customer", "start_s": 38.4, "end_s": 43.8, "text_en": "Yes, yes, yes. If you could delete it, because I searched for other options in it, how to delete it, how to revise it, but that option wasn't there.", "text_native": "हां हां हां। अगर आप उसको delete कर दें क्योंकि मैं उसमें बाकी ढूंढा मैं उसको delete कैसे करते हैं, उसको revise कैसे करते हैं, तो वो option ही नहीं था उसमें।" }, { "ucid": "21112178911599191", "idx": 19, "speaker": "agent", "start_s": 44.0, "end_s": 45.1, "text_en": "No, no, only we can do that.", "text_native": "नहीं नहीं वो हम ही कर पाएंगे वो।" }, { "ucid": "21112178911599191", "idx": 20, "speaker": "customer", "start_s": 45.3, "end_s": 45.9, "text_en": "Yes, yes, yes.", "text_native": "हां हां हां।" }, { "ucid": "21112178911599191", "idx": 21, "speaker": "customer", "start_s": 46.5, "end_s": 46.9, "text_en": "It's like that.", "text_native": "ऐसा है।" }, { "ucid": "21112178911599191", "idx": 22, "speaker": "agent", "start_s": 47.2, "end_s": 47.7, "text_en": "Okay, I will do it.", "text_native": "ठीक है, मैं कर दूंगा।" }, { "ucid": "21112178911599191", "idx": 23, "speaker": "customer", "start_s": 47.9, "end_s": 56.5, "text_en": "So, okay, one thing in that, if you could clarify this, that if I want to purchase any quantity or whatever things are in it, do I have to list it out and add it to the cart in this same way?", "text_native": "तो अच्छा उसमें एक चीज ये ये उसमें clear अगर आप कर देंगे, कि अगर कोई भी quantity में या जो भी चीजें उसमें purchase करना है, तो इसी तरीके से उसमें list out करके उसको cart कर देना है?" }, { "ucid": "21112178911599191", "idx": 24, "speaker": "agent", "start_s": 56.8, "end_s": 58.5, "text_en": "Yes, the inquiry will flow in the same way, sir.", "text_native": "हां, inquiry उसी तरीके से flow होगी सर।" }, { "ucid": "21112178911599191", "idx": 25, "speaker": "customer", "start_s": 58.8, "end_s": 63.0, "text_en": "Okay, after that will you tell the rate etc., or will it directly become an order?", "text_native": "अच्छा, उसी के बाद आप उसका rate वगेरा बताएंगे या direct उसमें वो हो जाएगा वो order हो जाएगा?" }, { "ucid": "21112178911599191", "idx": 26, "speaker": "agent", "start_s": 63.2, "end_s": 67.8, "text_en": "No, actually the system itself will generate the rate, but until the inquiry comes, we won't be able to give the rate on the system, sir.", "text_native": "नहीं वो actually system ही rate निकालेगा लेकिन जब तक inquiry नहीं आएगी ना तब तक rate नहीं दे पाएंगे सर system पे ना।" }, { "ucid": "21112178911599191", "idx": 27, "speaker": "customer", "start_s": 68.1, "end_s": 68.8, "text_en": "Okay, okay, okay.", "text_native": "अच्छा अच्छा अच्छा।" }, { "ucid": "21112178911599191", "idx": 28, "speaker": "customer", "start_s": 69.2, "end_s": 71.2, "text_en": "Meaning your rate will also differ as per quantity?", "text_native": "यानी आपका rate as per quantity भी differ करेगा?" }, { "ucid": "21112178911599191", "idx": 29, "speaker": "agent", "start_s": 71.5, "end_s": 74.0, "text_en": "Exactly, because we don't charge for freight separately.", "text_native": "Exactly, क्योंकि freight क्या है हम अलग से charge नहीं करते ना।" }, { "ucid": "21112178911599191", "idx": 30, "speaker": "customer", "start_s": 74.5, "end_s": 75.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178911599191", "idx": 31, "speaker": "agent", "start_s": 75.5, "end_s": 75.8, "text_en": "That's why.", "text_native": "That's why." }, { "ucid": "21112178911599191", "idx": 32, "speaker": "customer", "start_s": 76.6, "end_s": 77.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178911599191", "idx": 33, "speaker": "customer", "start_s": 77.7, "end_s": 80.0, "text_en": "Alright then, sir. That was a small mistake, please delete it.", "text_native": "ठीक है ना सर। वो थोड़ा सा गलती हो गई उसको delete कर दीजिए।" }, { "ucid": "21112178911599191", "idx": 34, "speaker": "agent", "start_s": 80.1, "end_s": 84.8, "text_en": "But what it is, sir, I'll... no no, no issue with that, sir. I'll send you a WhatsApp from my personal number and keep it.", "text_native": "But क्या है सर मैं आपको ना... नहीं नहीं कोई issue नहीं है सर उसको। मैं आपको अपने personal number से ना WhatsApp डाल के रखता हूं।" }, { "ucid": "21112178911599191", "idx": 35, "speaker": "customer", "start_s": 85.0, "end_s": 85.6, "text_en": "Absolutely, absolutely.", "text_native": "बिलकुल बिलकुल।" }, { "ucid": "21112178911599191", "idx": 36, "speaker": "agent", "start_s": 85.7, "end_s": 87.8, "text_en": "If there's anything in the future, you can send an inquiry on that as well.", "text_native": "Future में अगर कुछ रहेगा ना तो आप उसपे भी inquiry भेज सकते हैं।" }, { "ucid": "21112178911599191", "idx": 37, "speaker": "customer", "start_s": 88.2, "end_s": 89.2, "text_en": "Absolutely sir, absolutely, absolutely.", "text_native": "बिलकुल सर, बिलकुल बिलकुल।" }, { "ucid": "21112178911599191", "idx": 38, "speaker": "agent", "start_s": 89.6, "end_s": 90.6, "text_en": "Done sir. Thank you.", "text_native": "Done sir. Thank you." }, { "ucid": "21112178911599191", "idx": 39, "speaker": "customer", "start_s": 91.1, "end_s": 92.0, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178911599191", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, you had put some requirement on our portal for angles.", "comment": "The agent correctly opened by referencing the customer's action on the platform." }, { "ucid": "21112178911599191", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only asked about quantity before the customer explained the submission was an error, preventing further revalidation." }, { "ucid": "21112178911599191", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not attempt any discovery questions after learning the initial inquiry was a mistake." }, { "ucid": "21112178911599191", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to a point where pricing or a timeline for a requirement was relevant." }, { "ucid": "21112178911599191", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Exactly, because we don't charge for freight separately.", "comment": "The agent did not re-pitch and only mentioned a relevant USP when the customer asked about pricing." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }