{ "ucid": "21112178944967851", "call_date": "2026-09-15", "start_time": "2026-09-15 10:51:18", "end_time": "2026-09-15 10:53:12", "duration_sec": 114, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "No_requirement", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA900d52746aef57a38fdc99f20e637202.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 131, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178944967851__DIA900d52746aef57a38fdc99f20e637202.mp3", "audio_bytes": 304344, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 101.448, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हेलो)\n[2s] AGENT: Hello, am I speaking with Shri Ram Jal Udyog? (हेलो ये श्री राम जल उद्योग से बात कर रहे हैं?)\n[5s] CUSTOMER: Yes. (हां जी।)\n[6s] AGENT: I was calling from JSW One, hello. (JSW One से बात कर रहा था, नमस्कार।)\n[8s] CUSTOMER: Hello, tell me. (नमस्ते, बोलिए।)\n[9s] AGENT: Sir, around the 12th, a requirement of yours had come in. Have you procured it? (अभी सर ये 12 तारीख के अराउंड आपका एक requirement आया था, आपने procure कर लिया है क्या?)\n[12s] CUSTOMER: I needed a 5.5 mm wire rod, which should also be in FD grade, so it can be drawn further. (साढ़े पांच mm को wire rod चाहिए थी जो FD grade में भी हो, आगे draw भी हो जाए।)\n[16s] AGENT: Yes? 5.5 mm wire rod and after that? (हां जी? साढ़े पांच mm की wire rod और उसके बाद?)\n[18s] CUSTOMER: FD grade, meaning what has to be drawn further. (FD grade, मतलब जो आगे draw करना है।)\n[20s] AGENT: Okay. Which grade was needed? (अच्छा। कौन सा grade चाहिए था?)\n[22s] CUSTOMER: FD grade, grade. Which grade do you have? (FD grade, grade। आपके पास कौन सा grade है?)\n[24s] AGENT: We have 1010, 1008, we have all these. 1011. (हमारे पास तो 1010, 1008, ये सब रहते हैं। 1011।)\n[27s] CUSTOMER: It should be properly drawn further. (आगे आगे प्रॉपर draw हो जाए।)\n[29s] AGENT: Sir, any wire can be drawn. (वो तो कोई भी wire draw हो जाएगी सर।)\n[31s] CUSTOMER: What is the rate? I need a full vehicle of 25 tons. (क्या rate है जी? 25 ton की गाड़ी चाहिए पूरी।)\n[33s] AGENT: Will you pay in advance? (Advance में pay करेंगे?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: The customer's side has some background office noise, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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": 4.0, "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 the customer asks for the price, you must provide either an indicative price or a firm timeline for a quote; deflecting the question risks losing the customer's interest immediately.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "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, a manufacturer, followed up on a platform submission for 25 tons of 5.5mm FD grade wire rod. The agent confirmed the product but did not fully revalidate the requirement or clarify the grade. When the customer asked for the price, the agent deflected by asking about payment terms, and the call ended abruptly without a price or next step being established.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, around the 12th, a requirement of yours had come in. Have you procured it?\", \"comment\": \"Agent correctly referenced the customer's prior submission on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only confirmed the product/thickness, but failed to revalidate grade, quantity, delivery location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Will you pay in advance?\", \"comment\": \"Agent asked about payment terms and the end-use (drawing) was discussed, meeting the partial threshold.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"When the customer directly asked for the rate, the agent deflected and did not provide a price or a timeline for a quote.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, around the 12th, a requirement of yours had come in.\", \"comment\": \"Agent correctly focused on the customer's inbound requirement and did not waste time pitching other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer asks for the price, you must provide either an indicative price or a firm timeline for a quote; deflecting the question risks losing the customer's interest immediately.\", \"segment_detected\": \"manufacturing\", \"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, a manufacturer, followed up on a platform submission for 25 tons of 5.5mm FD grade wire rod. The agent confirmed the product but did not fully revalidate the requirement or clarify the grade. When the customer asked for the price, the agent deflected by asking about payment terms, and the call ended abruptly without a price or next step being established.\"}", "error": null, "latency_ms": 35188, "input_tokens": 3138, "output_tokens": 686, "created_at": "2026-09-25 10:52:35", "sentiment": "negative", "sentiment_score": -0.175, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.582, "agent_talk_sec": 15.6, "customer_talk_sec": 11.2, "dead_air_sec": 87.2, "longest_monologue_sec": 3.4, "agent_wpm": 250.0, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 6, "words_agent": 65, "words_customer": 61, "monologue_heavy": 0, "turns": [ { "ucid": "21112178944967851", "idx": 0, "speaker": "customer", "start_s": 1.48, "end_s": 1.88, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178944967851", "idx": 1, "speaker": "agent", "start_s": 2.36, "end_s": 4.8, "text_en": "Hello, am I speaking with Shri Ram Jal Udyog?", "text_native": "हेलो ये श्री राम जल उद्योग से बात कर रहे हैं?" }, { "ucid": "21112178944967851", "idx": 2, "speaker": "customer", "start_s": 5.2, "end_s": 5.6, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178944967851", "idx": 3, "speaker": "agent", "start_s": 5.96, "end_s": 7.48, "text_en": "I was calling from JSW One, hello.", "text_native": "JSW One से बात कर रहा था, नमस्कार।" }, { "ucid": "21112178944967851", "idx": 4, "speaker": "customer", "start_s": 7.88, "end_s": 8.6, "text_en": "Hello, tell me.", "text_native": "नमस्ते, बोलिए।" }, { "ucid": "21112178944967851", "idx": 5, "speaker": "agent", "start_s": 9.0, "end_s": 11.7, "text_en": "Sir, around the 12th, a requirement of yours had come in. Have you procured it?", "text_native": "अभी सर ये 12 तारीख के अराउंड आपका एक requirement आया था, आपने procure कर लिया है क्या?" }, { "ucid": "21112178944967851", "idx": 6, "speaker": "customer", "start_s": 12.2, "end_s": 15.2, "text_en": "I needed a 5.5 mm wire rod, which should also be in FD grade, so it can be drawn further.", "text_native": "साढ़े पांच mm को wire rod चाहिए थी जो FD grade में भी हो, आगे draw भी हो जाए।" }, { "ucid": "21112178944967851", "idx": 7, "speaker": "agent", "start_s": 15.5, "end_s": 17.5, "text_en": "Yes? 5.5 mm wire rod and after that?", "text_native": "हां जी? साढ़े पांच mm की wire rod और उसके बाद?" }, { "ucid": "21112178944967851", "idx": 8, "speaker": "customer", "start_s": 17.7, "end_s": 19.4, "text_en": "FD grade, meaning what has to be drawn further.", "text_native": "FD grade, मतलब जो आगे draw करना है।" }, { "ucid": "21112178944967851", "idx": 9, "speaker": "agent", "start_s": 20.2, "end_s": 21.3, "text_en": "Okay. Which grade was needed?", "text_native": "अच्छा। कौन सा grade चाहिए था?" }, { "ucid": "21112178944967851", "idx": 10, "speaker": "customer", "start_s": 21.6, "end_s": 23.3, "text_en": "FD grade, grade. Which grade do you have?", "text_native": "FD grade, grade। आपके पास कौन सा grade है?" }, { "ucid": "21112178944967851", "idx": 11, "speaker": "agent", "start_s": 23.6, "end_s": 27.0, "text_en": "We have 1010, 1008, we have all these. 1011.", "text_native": "हमारे पास तो 1010, 1008, ये सब रहते हैं। 1011।" }, { "ucid": "21112178944967851", "idx": 12, "speaker": "customer", "start_s": 27.3, "end_s": 28.7, "text_en": "It should be properly drawn further.", "text_native": "आगे आगे प्रॉपर draw हो जाए।" }, { "ucid": "21112178944967851", "idx": 13, "speaker": "agent", "start_s": 29.0, "end_s": 30.5, "text_en": "Sir, any wire can be drawn.", "text_native": "वो तो कोई भी wire draw हो जाएगी सर।" }, { "ucid": "21112178944967851", "idx": 14, "speaker": "customer", "start_s": 30.9, "end_s": 32.8, "text_en": "What is the rate? I need a full vehicle of 25 tons.", "text_native": "क्या rate है जी? 25 ton की गाड़ी चाहिए पूरी।" }, { "ucid": "21112178944967851", "idx": 15, "speaker": "agent", "start_s": 33.4, "end_s": 34.3, "text_en": "Will you pay in advance?", "text_native": "Advance में pay करेंगे?" } ], "steps": [ { "ucid": "21112178944967851", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, around the 12th, a requirement of yours had come in. Have you procured it?", "comment": "Agent correctly referenced the customer's prior submission on the platform." }, { "ucid": "21112178944967851", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Agent only confirmed the product/thickness, but failed to revalidate grade, quantity, delivery location, or timeline." }, { "ucid": "21112178944967851", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 2, "evidence": "Will you pay in advance?", "comment": "Agent asked about payment terms and the end-use (drawing) was discussed, meeting the partial threshold." }, { "ucid": "21112178944967851", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "When the customer directly asked for the rate, the agent deflected and did not provide a price or a timeline for a quote." }, { "ucid": "21112178944967851", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, around the 12th, a requirement of yours had come in.", "comment": "Agent correctly focused on the customer's inbound requirement and did not waste time pitching other products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }