{ "ucid": "21112178944862791", "call_date": "2026-09-15", "start_time": "2026-09-15 10:33:47", "end_time": "2026-09-15 10:35:01", "duration_sec": 74, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "Onboarded", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAafe687495a5dae6d53f3d8e0ca9b6b47.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 136, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178944862791__DIAafe687495a5dae6d53f3d8e0ca9b6b47.mp3", "audio_bytes": 121824, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 40.608, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] CUSTOMER: Yes. (हां जी।)\n[2s] AGENT: Sir, I was calling from JSW One, from JSW One. (सर JSW One से बात कर रहा था मैं, JSW One से।)\n[4s] AGENT: You were looking for some requirement in material, right? (आप कुछ requirement देख रहे थे ना material में?)\n[6s] CUSTOMER: Yes. (हां।)\n[7s] AGENT: You had created an inquiry for HR2, sir, so I needed a little understanding about that. (ये आपने HR2 की एक inquiry बनाई थी सर आपको, तो मुझे थोड़ा उसी के बारे में understanding चाहिए था।)\n[11s] CUSTOMER: Yes, tell me sir, tell me. (हां बोलिए ना सर, बोलिए ना।)\n[12s] AGENT: So sir, is that requirement live right now? (तो सर वो requirement live है ना अभी?)\n[15s] CUSTOMER: Yes, what size is available and what is the rate, sir? It will depend on the rate. (हां, क्या size में available है और rate क्या है सर? Depend करेगा rate के ऊपर।)\n[18s] AGENT: No no, that's fine sir, I will give you that. I was just asking, is the requirement live? Because sir, we had received its inquiry, that's why I was asking. Okay, give me half an hour, I will give you its pricing. (नहीं नहीं, वो तो ठीक है सर, वो तो मैं दे दूंगा। मैं खाली यही पूछ रहा था, requirement live है ना? क्योंकि सर क्या है, हमारे पास आई थी उसकी inquiry, इसके लिए मैं पूछ रहा था। ठीक है, मुझे आधा घंटा दीजिए, मैं आपको pricing देता हूं उसका।)\n[24s] CUSTOMER: Yes, yes, yes. (हां, हां, हां।)\n[25s] AGENT: Okay? (ठीक है?)\n[26s] CUSTOMER: Yes, okay. (हां, ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: Some background office noise is present but does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "Before promising a price, you must revalidate the full requirement (size, quantity, location) and ask discovery questions to understand the customer's needs.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer confirmed their inquiry for HR2 was live and immediately asked for available sizes and the rate. The agent did not validate the requirement details or perform any discovery, but committed to providing a price within half an hour. The call ended with the customer agreeing to await the pricing information.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had created an inquiry for HR2, sir, so I needed a little understanding about that.\", \"comment\": \"The agent correctly referenced the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"You had created an inquiry for HR2, sir...\", \"comment\": \"The agent only mentioned the product (HR2) but failed to revalidate quantity, dimensions, location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, usage, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, give me half an hour, I will give you its pricing.\", \"comment\": \"The agent committed to a specific timeline (half an hour) to revert with a price.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One, from JSW One. You were looking for some requirement in material, right?\", \"comment\": \"The agent did not re-pitch the company or its products, correctly assuming the customer's prior engagement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Before promising a price, you must revalidate the full requirement (size, quantity, location) and ask discovery questions to understand the customer's needs.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer confirmed their inquiry for HR2 was live and immediately asked for available sizes and the rate. The agent did not validate the requirement details or perform any discovery, but committed to providing a price within half an hour. The call ended with the customer agreeing to await the pricing information.\"}", "error": null, "latency_ms": 24016, "input_tokens": 3060, "output_tokens": 687, "created_at": "2026-09-25 10:52:53", "sentiment": "positive", "sentiment_score": 0.5, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.694, "agent_talk_sec": 15.4, "customer_talk_sec": 6.8, "dead_air_sec": 51.8, "longest_monologue_sec": 6.0, "agent_wpm": 335.1, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 4, "words_agent": 86, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178944862791", "idx": 0, "speaker": "customer", "start_s": 0.47, "end_s": 1.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178944862791", "idx": 1, "speaker": "customer", "start_s": 1.2, "end_s": 1.58, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178944862791", "idx": 2, "speaker": "agent", "start_s": 1.77, "end_s": 3.58, "text_en": "Sir, I was calling from JSW One, from JSW One.", "text_native": "सर JSW One से बात कर रहा था मैं, JSW One से।" }, { "ucid": "21112178944862791", "idx": 3, "speaker": "agent", "start_s": 4.1, "end_s": 5.8, "text_en": "You were looking for some requirement in material, right?", "text_native": "आप कुछ requirement देख रहे थे ना material में?" }, { "ucid": "21112178944862791", "idx": 4, "speaker": "customer", "start_s": 6.04, "end_s": 6.4, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178944862791", "idx": 5, "speaker": "agent", "start_s": 6.74, "end_s": 10.78, "text_en": "You had created an inquiry for HR2, sir, so I needed a little understanding about that.", "text_native": "ये आपने HR2 की एक inquiry बनाई थी सर आपको, तो मुझे थोड़ा उसी के बारे में understanding चाहिए था।" }, { "ucid": "21112178944862791", "idx": 6, "speaker": "customer", "start_s": 10.81, "end_s": 11.88, "text_en": "Yes, tell me sir, tell me.", "text_native": "हां बोलिए ना सर, बोलिए ना।" }, { "ucid": "21112178944862791", "idx": 7, "speaker": "agent", "start_s": 12.29, "end_s": 13.84, "text_en": "So sir, is that requirement live right now?", "text_native": "तो सर वो requirement live है ना अभी?" }, { "ucid": "21112178944862791", "idx": 8, "speaker": "customer", "start_s": 14.7, "end_s": 17.84, "text_en": "Yes, what size is available and what is the rate, sir? It will depend on the rate.", "text_native": "हां, क्या size में available है और rate क्या है सर? Depend करेगा rate के ऊपर।" }, { "ucid": "21112178944862791", "idx": 9, "speaker": "agent", "start_s": 18.0, "end_s": 24.0, "text_en": "No no, that's fine sir, I will give you that. I was just asking, is the requirement live? Because sir, we had received its inquiry, that's why I was asking. Okay, give me half an hour, I will give you its pricing.", "text_native": "नहीं नहीं, वो तो ठीक है सर, वो तो मैं दे दूंगा। मैं खाली यही पूछ रहा था, requirement live है ना? क्योंकि सर क्या है, हमारे पास आई थी उसकी inquiry, इसके लिए मैं पूछ रहा था। ठीक है, मुझे आधा घंटा दीजिए, मैं आपको pricing देता हूं उसका।" }, { "ucid": "21112178944862791", "idx": 10, "speaker": "customer", "start_s": 24.03, "end_s": 24.8, "text_en": "Yes, yes, yes.", "text_native": "हां, हां, हां।" }, { "ucid": "21112178944862791", "idx": 11, "speaker": "agent", "start_s": 25.3, "end_s": 25.6, "text_en": "Okay?", "text_native": "ठीक है?" }, { "ucid": "21112178944862791", "idx": 12, "speaker": "customer", "start_s": 26.0, "end_s": 26.5, "text_en": "Yes, okay.", "text_native": "हां, ठीक है।" } ], "steps": [ { "ucid": "21112178944862791", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "You had created an inquiry for HR2, sir, so I needed a little understanding about that.", "comment": "The agent correctly referenced the customer's platform inquiry at the start of the call." }, { "ucid": "21112178944862791", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "You had created an inquiry for HR2, sir...", "comment": "The agent only mentioned the product (HR2) but failed to revalidate quantity, dimensions, location, or timeline." }, { "ucid": "21112178944862791", "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 asked no discovery questions about the customer's business, usage, or procurement habits." }, { "ucid": "21112178944862791", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Okay, give me half an hour, I will give you its pricing.", "comment": "The agent committed to a specific timeline (half an hour) to revert with a price." }, { "ucid": "21112178944862791", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I was calling from JSW One, from JSW One. You were looking for some requirement in material, right?", "comment": "The agent did not re-pitch the company or its products, correctly assuming the customer's prior engagement." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }