{ "ucid": "21112178944967971", "call_date": "2026-09-15", "start_time": "2026-09-15 10:51:19", "end_time": "2026-09-15 10:53:34", "duration_sec": 135, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe35e790136add157252d4f4306e7c475.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 130, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178944967971__DIAe35e790136add157252d4f4306e7c475.mp3", "audio_bytes": 319032, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 106.344, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो)\n[2s] AGENT: Hello. (हॅलो)\n[2s] AGENT: Uh Mr. Makija from Navdurga Industry, can I? (अह मिस्टर मकीजा फ्रॉम नवदुर्गा इंडस्ट्री केहना है?)\n[5s] CUSTOMER: Yes. (हां)\n[6s] AGENT: Uh Mr. Makija, Sudeep here from JSW One MSME Jindal Steel. Your account was registered on our website. This was a follow-up call regarding your steel procurement, sir. (अह मकीजा जी, सुदीप हियर फ्रॉम जेएसडब्ल्यू वन एमएसएमई जिंदाल स्टील। ये आपका अकाउंट रजिस्टर्ड हुआ था हमारे वेबसाइट पर। आपकी स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था सर।)\n[13s] AGENT: Just wanted to understand, do you have any live requirement in steel right now that you are planning to get immediately? (जस्ट वांटेड टू अंडरस्टैंड अभी स्टील में सर कुछ लाइव रिक्वायरमेंट है आपको जो आप प्लान कर रहे हो इमीडिएट लेना?)\n[17s] CUSTOMER: Right now there is no requirement. I had just registered it. (अभी तो फिलहाल रिक्वायरमेंट नहीं है। सिर्फ रजिस्टर करके रखा था।)\n[20s] AGENT: Okay. What do you do, sir? What is your nature of business? (ओके। क्या करते हो सर आप? व्हाट इज योर नेचर ऑफ बिजनेस?)\n[22s] CUSTOMER: Yes? (जी?)\n[23s] AGENT: I mean, what do you do? What is the end application? (आप मतलब करते क्या हो? व्हाट इज द एंड एप्लीकेशन?)\n[25s] CUSTOMER: It's manufacturing work. (मैन्युफैक्चरिंग का काम है।)\n[27s] AGENT: Okay okay okay. And which grade do you need in steel for this? (ओके ओके ओके। एंड इसमें कौनसा ग्रेड लगता है आपको स्टील में?)\n[30s] CUSTOMER: Coil is needed, 801 mm. (कॉइल लगती है 801 mm.)\n[32s] AGENT: Hello, are you talking to Ratna? (हॅलो, रत्ना से ही बात कर रहे हो?)\n[33s] AGENT: 801 mm?\n[35s] CUSTOMER: Yes. (हां।)\n[35s] AGENT: So but this is CR grade, GP grade, what it is? (सो बट दिस इज सीआर ग्रेड, जीपी ग्रेड, व्हाट इट इज?)\n[38s] CUSTOMER: This is galvanized, galvanized. (ये गैल्वेनाइज्ड, गैल्वेनाइज्ड।)\n[39s] AGENT: Oh, so you need GI. Okay. 50 GSM regular spangle? (अच्छा, तो जीआई लगता है आपको। ओके। 50 जीएसएम रेगुलर स्पैंगल?)\n[41s] CUSTOMER: Hmm hmm hmm. (हम्म हम्म हम्म।)\n[42s] AGENT: So when probably, sir, I mean, when can the next requirement come, approximately? (सो व्हेन प्रोबेब्ली सर मतलब नेक्स्ट रिक्वायरमेंट कब तक आ सकता है अंदाजे?)\n[45s] CUSTOMER: Consider it in about 10-12 days. As soon as an order comes, I will have to do it. (अभी समझो 10-12 दिन में। जैसे ही ऑर्डर आएगा वैसे ही करना पड़ेगा।)\n[48s] AGENT: In 10 to 12 days. Sir, how it is with us, we have to take an inquiry in the system. Then only I can share the quote, uh, rate with you. And at present, you are saying there is no immediate requirement, it will take 10 to 12 days. So we can connect, today is the 15th, I will... I will call you on the 25th, 24th-25th, sir, right? (10 to 12 days में। सर हमारा कैसा है, सिस्टम में इन्क्वायरी लेना पड़ता है। देन ओनली आई कैन शेयर यू द कोट, अह, रेट। एंड एट प्रेजेंट आप बोल रहे हो की इमीडिएट रिक्वायरमेंट है नहीं, 10 से 12 दिन लगेंगे। सो वी कैन कनेक्ट, आज है आपकी 15 तारीख, मैं आपको एक 25, 24-25 तारीख को फोन करता हूं सर, है ना?)\n[58s] CUSTOMER: Yes, yes. (जी जी।)\n[59s] AGENT: Okay. Alright, thank you so much. (ठीक है। चलो, थैंक यू सो मच।)\n[61s] CUSTOMER: Yes. (जी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 26, "connected": 1, "audio_notes": "clear: Some background noise (call center) on the agent's side, but it doesn't affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "26 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": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\"]", "pitch_coaching_note": "When a customer has no immediate requirement, use that as an opportunity to complete your full discovery (tonnage, brands) and educate them on our platform's value, so they are prepared to buy from us when the need arises.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new manufacturing lead who needs Galvanized (GI) coil. The customer stated they have no immediate requirement but might have one in 10-12 days. The agent performed minimal discovery, did not educate the customer on the platform's value, and ended the call by scheduling a callback in approximately 10 days.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your account was registered on our website. This was a follow-up call regarding your steel procurement, sir.\", \"comment\": \"The agent provided a clear, non-pressuring opening that stated the reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the customer's name and company, failing to ask about procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"The agent only asked about business type and end application, missing key discovery questions about tonnage, brands, and current procurement habits.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any platform benefits like transparent pricing, test certificates, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will call you on the 25th, 24th-25th, sir, right?\", \"comment\": \"After learning there was no immediate requirement, the agent correctly established a timeline and scheduled a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will call you on the 25th, 24th-25th, sir, right?\", \"comment\": \"The call was closed by confirming a specific callback date, which is one of the three approved outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate requirement, use that as an opportunity to complete your full discovery (tonnage, brands) and educate them on our platform's value, so they are prepared to buy from us when the need arises.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"Right now there is no requirement. I had just registered it.\", \"response\": \"Okay. What do you do, sir? What is your nature of business?\"}], \"call_summary\": \"The agent contacted a new manufacturing lead who needs Galvanized (GI) coil. The customer stated they have no immediate requirement but might have one in 10-12 days. The agent performed minimal discovery, did not educate the customer on the platform's value, and ended the call by scheduling a callback in approximately 10 days.\"}", "error": null, "latency_ms": 41716, "input_tokens": 3675, "output_tokens": 868, "created_at": "2026-09-25 10:52:34", "sentiment": "negative", "sentiment_score": -0.5, "sentiment_confidence": "high", "pos": 0, "neg": 4, "lex_hits": 2, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.769, "agent_talk_sec": 39.0, "customer_talk_sec": 11.7, "dead_air_sec": 84.3, "longest_monologue_sec": 11.0, "agent_wpm": 327.7, "interruptions": 0, "agent_turns": 14, "customer_turns": 12, "discovery_qs": 13, "words_agent": 213, "words_customer": 52, "monologue_heavy": 1, "turns": [ { "ucid": "21112178944967971", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.3, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178944967971", "idx": 1, "speaker": "agent", "start_s": 1.58, "end_s": 1.93, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178944967971", "idx": 2, "speaker": "agent", "start_s": 2.4, "end_s": 4.58, "text_en": "Uh Mr. Makija from Navdurga Industry, can I?", "text_native": "अह मिस्टर मकीजा फ्रॉम नवदुर्गा इंडस्ट्री केहना है?" }, { "ucid": "21112178944967971", "idx": 3, "speaker": "customer", "start_s": 5.0, "end_s": 5.3, "text_en": "Yes.", "text_native": "हां" }, { "ucid": "21112178944967971", "idx": 4, "speaker": "agent", "start_s": 5.77, "end_s": 13.1, "text_en": "Uh Mr. Makija, Sudeep here from JSW One MSME Jindal Steel. Your account was registered on our website. This was a follow-up call regarding your steel procurement, sir.", "text_native": "अह मकीजा जी, सुदीप हियर फ्रॉम जेएसडब्ल्यू वन एमएसएमई जिंदाल स्टील। ये आपका अकाउंट रजिस्टर्ड हुआ था हमारे वेबसाइट पर। आपकी स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था सर।" }, { "ucid": "21112178944967971", "idx": 5, "speaker": "agent", "start_s": 13.1, "end_s": 16.8, "text_en": "Just wanted to understand, do you have any live requirement in steel right now that you are planning to get immediately?", "text_native": "जस्ट वांटेड टू अंडरस्टैंड अभी स्टील में सर कुछ लाइव रिक्वायरमेंट है आपको जो आप प्लान कर रहे हो इमीडिएट लेना?" }, { "ucid": "21112178944967971", "idx": 6, "speaker": "customer", "start_s": 17.38, "end_s": 19.6, "text_en": "Right now there is no requirement. I had just registered it.", "text_native": "अभी तो फिलहाल रिक्वायरमेंट नहीं है। सिर्फ रजिस्टर करके रखा था।" }, { "ucid": "21112178944967971", "idx": 7, "speaker": "agent", "start_s": 19.9, "end_s": 21.6, "text_en": "Okay. What do you do, sir? What is your nature of business?", "text_native": "ओके। क्या करते हो सर आप? व्हाट इज योर नेचर ऑफ बिजनेस?" }, { "ucid": "21112178944967971", "idx": 8, "speaker": "customer", "start_s": 22.0, "end_s": 22.3, "text_en": "Yes?", "text_native": "जी?" }, { "ucid": "21112178944967971", "idx": 9, "speaker": "agent", "start_s": 22.7, "end_s": 24.5, "text_en": "I mean, what do you do? What is the end application?", "text_native": "आप मतलब करते क्या हो? व्हाट इज द एंड एप्लीकेशन?" }, { "ucid": "21112178944967971", "idx": 10, "speaker": "customer", "start_s": 24.9, "end_s": 26.2, "text_en": "It's manufacturing work.", "text_native": "मैन्युफैक्चरिंग का काम है।" }, { "ucid": "21112178944967971", "idx": 11, "speaker": "agent", "start_s": 26.7, "end_s": 29.0, "text_en": "Okay okay okay. And which grade do you need in steel for this?", "text_native": "ओके ओके ओके। एंड इसमें कौनसा ग्रेड लगता है आपको स्टील में?" }, { "ucid": "21112178944967971", "idx": 12, "speaker": "customer", "start_s": 29.7, "end_s": 31.2, "text_en": "Coil is needed, 801 mm.", "text_native": "कॉइल लगती है 801 mm." }, { "ucid": "21112178944967971", "idx": 13, "speaker": "agent", "start_s": 31.5, "end_s": 32.9, "text_en": "Hello, are you talking to Ratna?", "text_native": "हॅलो, रत्ना से ही बात कर रहे हो?" }, { "ucid": "21112178944967971", "idx": 14, "speaker": "agent", "start_s": 33.4, "end_s": 34.1, "text_en": "801 mm?", "text_native": "801 mm?" }, { "ucid": "21112178944967971", "idx": 15, "speaker": "customer", "start_s": 34.7, "end_s": 35.0, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178944967971", "idx": 16, "speaker": "agent", "start_s": 35.1, "end_s": 37.1, "text_en": "So but this is CR grade, GP grade, what it is?", "text_native": "सो बट दिस इज सीआर ग्रेड, जीपी ग्रेड, व्हाट इट इज?" }, { "ucid": "21112178944967971", "idx": 17, "speaker": "customer", "start_s": 37.5, "end_s": 38.6, "text_en": "This is galvanized, galvanized.", "text_native": "ये गैल्वेनाइज्ड, गैल्वेनाइज्ड।" }, { "ucid": "21112178944967971", "idx": 18, "speaker": "agent", "start_s": 38.8, "end_s": 40.8, "text_en": "Oh, so you need GI. Okay. 50 GSM regular spangle?", "text_native": "अच्छा, तो जीआई लगता है आपको। ओके। 50 जीएसएम रेगुलर स्पैंगल?" }, { "ucid": "21112178944967971", "idx": 19, "speaker": "customer", "start_s": 41.2, "end_s": 41.8, "text_en": "Hmm hmm hmm.", "text_native": "हम्म हम्म हम्म।" }, { "ucid": "21112178944967971", "idx": 20, "speaker": "agent", "start_s": 42.0, "end_s": 44.5, "text_en": "So when probably, sir, I mean, when can the next requirement come, approximately?", "text_native": "सो व्हेन प्रोबेब्ली सर मतलब नेक्स्ट रिक्वायरमेंट कब तक आ सकता है अंदाजे?" }, { "ucid": "21112178944967971", "idx": 21, "speaker": "customer", "start_s": 45.3, "end_s": 48.2, "text_en": "Consider it in about 10-12 days. As soon as an order comes, I will have to do it.", "text_native": "अभी समझो 10-12 दिन में। जैसे ही ऑर्डर आएगा वैसे ही करना पड़ेगा।" }, { "ucid": "21112178944967971", "idx": 22, "speaker": "agent", "start_s": 48.2, "end_s": 57.9, "text_en": "In 10 to 12 days. Sir, how it is with us, we have to take an inquiry in the system. Then only I can share the quote, uh, rate with you. And at present, you are saying there is no immediate requirement, it will take 10 to 12 days. So we can connect, today is the 15th, I will... I will call you on the 25th, 24th-25th, sir, right?", "text_native": "10 to 12 days में। सर हमारा कैसा है, सिस्टम में इन्क्वायरी लेना पड़ता है। देन ओनली आई कैन शेयर यू द कोट, अह, रेट। एंड एट प्रेजेंट आप बोल रहे हो की इमीडिएट रिक्वायरमेंट है नहीं, 10 से 12 दिन लगेंगे। सो वी कैन कनेक्ट, आज है आपकी 15 तारीख, मैं आपको एक 25, 24-25 तारीख को फोन करता हूं सर, है ना?" }, { "ucid": "21112178944967971", "idx": 23, "speaker": "customer", "start_s": 58.4, "end_s": 58.9, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178944967971", "idx": 24, "speaker": "agent", "start_s": 59.4, "end_s": 60.7, "text_en": "Okay. Alright, thank you so much.", "text_native": "ठीक है। चलो, थैंक यू सो मच।" }, { "ucid": "21112178944967971", "idx": 25, "speaker": "customer", "start_s": 61.0, "end_s": 61.2, "text_en": "Yes.", "text_native": "जी।" } ], "steps": [ { "ucid": "21112178944967971", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Your account was registered on our website. This was a follow-up call regarding your steel procurement, sir.", "comment": "The agent provided a clear, non-pressuring opening that stated the reason for the call." }, { "ucid": "21112178944967971", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only verified the customer's name and company, failing to ask about procurement city, decision-making role, or contact details." }, { "ucid": "21112178944967971", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "", "comment": "The agent only asked about business type and end application, missing key discovery questions about tonnage, brands, and current procurement habits." }, { "ucid": "21112178944967971", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain any platform benefits like transparent pricing, test certificates, or stock availability." }, { "ucid": "21112178944967971", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I will call you on the 25th, 24th-25th, sir, right?", "comment": "After learning there was no immediate requirement, the agent correctly established a timeline and scheduled a specific callback date." }, { "ucid": "21112178944967971", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I will call you on the 25th, 24th-25th, sir, right?", "comment": "The call was closed by confirming a specific callback date, which is one of the three approved outcomes." } ], "objections": [ { "ucid": "21112178944967971", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "Right now there is no requirement. I had just registered it.", "response": "Okay. What do you do, sir? What is your nature of business?" } ], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education" ], "objection_phrases_list": [ "rejection" ] }