{ "ucid": "21112178945191991", "call_date": "2026-09-15", "start_time": "2026-09-15 11:28:39", "end_time": "2026-09-15 11:30:30", "duration_sec": 111, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA402b75fc44e8d4ba3284903e9cc10111.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 110, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945191991__DIA402b75fc44e8d4ba3284903e9cc10111.mp3", "audio_bytes": 247752, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 82.584, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] AGENT: Hello?\n[6s] CUSTOMER: Hello.\n[6s] AGENT: Uh sir, I was calling from JSW. Am I speaking with Star Industries? (अह सर JSW से बात कर रहा था। Star Industries में बात हो रही है?)\n[10s] CUSTOMER: Yes.\n[10s] AGENT: Uh sir, is there any requirement for sheet metals etc.? (अह सर कुछ requirement है sheet metals वगेरा में?)\n[13s] CUSTOMER: Not in sheet metals. Mine was actually in, you know, a bit of finished product. (Sheet metals में नहीं है। मेरा actually में ना थोड़ा finished product में था।)\n[16s] AGENT: Okay.\n[17s] CUSTOMER: Yes. You will only be able to provide raw material, right? (हां। आपके पास सिर्फ raw material मिल पाएगा ना?)\n[19s] AGENT: Yes, only raw material. (हां, सिर्फ raw material.)\n[20s] CUSTOMER: If I, according to some sizes, yes, according to sizes, yes, need an MS rod etc., will that be procurable? (अगर मैं कुछ sizes के according, हां, sizes के according, हां, MS का rod वगेरा चाहिए, तो वो procure हो पाएगा?)\n[24s] AGENT: No sir, we won't be able to provide that, sir. (नहीं सर, वो नहीं दे पाएंगे सर।)\n[26s] CUSTOMER: It will only be raw material, right? (सिर्फ raw material रहेगा ना?)\n[26s] AGENT: It will only be raw material. (सिर्फ raw material रहेगा।)\n[28s] CUSTOMER: The fresh one that is new, what is its rate? (Fresh जो new है वो क्या rate से है?)\n[30s] AGENT: What sir? (क्या सर?)\n[30s] CUSTOMER: The fresh sheet, at the new rate. (Fresh sheet जो है new rate से।)\n[32s] AGENT: What thickness do you need? (क्या thickness में चाहिए?)\n[34s] CUSTOMER: Thickness, the same, in 3 mm. (Thickness वही 3 mm में।)\n[35s] AGENT: In how much? One? (कितने में? One?)\n[36s] CUSTOMER: In 2 mm and 3 mm. (2 mm और 3 mm में।)\n[38s] AGENT: 2 mm will cost you 65, sir, and 3 mm will cost you 63 ex-Taloja, ex-stock. (2 mm पड़ जाएगा सर आपको 65 और 3 mm पड़ जाएगा आपको 63 ex-Taloja, ex-stock.)\n[42s] CUSTOMER: Without GST? (Without GST में?)\n[43s] AGENT: It's plus GST, yes. (Plus GST है, हां।)\n[44s] CUSTOMER: Is it including or ex- (Including है या ex-)\n[45s] AGENT: No, plus GST. It's plus GST, sir. (नहीं, plus GST. Plus GST रहता है सर।)\n[47s] CUSTOMER: Okay, that's fine. Can you share with me on WhatsApp what all raw materials can be procured? (Okay, चलेगा। आप मेरेको WhatsApp पे share कर सकते हैं क्या raw material क्या क्या procure हो पाएगा?)\n[51s] AGENT: Yes, I'll do it. (हां, कर देता हूं।)\n[52s] CUSTOMER: Okay, do it. (ठीक है, कर दीजिए।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 28, "connected": 1, "audio_notes": "noisy: Background call center noise is present throughout the recording, but the main speakers are clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "28 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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "You must follow the pitch structure, especially the discovery questions, to understand the customer's needs before offering solutions or prices.", "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": 1, "material_detected": "MS rod", "catalogue_status": "not_available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant who initially asked for MS Rods, a product not in the catalogue. The customer then inquired about pricing for 2mm and 3mm sheets. The agent provided a price but failed to conduct any discovery or establish a concrete next step, ending the call by agreeing to send a product list on WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent opened by immediately asking for a requirement, which is not a warm welcome.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Only confirmed the company name; failed to ask about procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business type, volume, or current procurement process.\"}, {\"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\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the customer expressed interest in sheets, the agent only captured thickness and failed to get the full specification (grade, size, quantity).\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague agreement to send a product list on WhatsApp, not a confirmed quote, callback, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure, especially the discovery questions, to understand the customer's needs before offering solutions or prices.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"MS rod\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant who initially asked for MS Rods, a product not in the catalogue. The customer then inquired about pricing for 2mm and 3mm sheets. The agent provided a price but failed to conduct any discovery or establish a concrete next step, ending the call by agreeing to send a product list on WhatsApp.\"}", "error": null, "latency_ms": 32992, "input_tokens": 3439, "output_tokens": 700, "created_at": "2026-09-25 10:50:36", "sentiment": "positive", "sentiment_score": 0.382, "sentiment_confidence": "high", "pos": 10, "neg": 0, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.434, "agent_talk_sec": 16.1, "customer_talk_sec": 21.0, "dead_air_sec": 73.9, "longest_monologue_sec": 3.6, "agent_wpm": 331.7, "interruptions": 0, "agent_turns": 14, "customer_turns": 14, "discovery_qs": 7, "words_agent": 89, "words_customer": 111, "monologue_heavy": 0, "turns": [ { "ucid": "21112178945191991", "idx": 0, "speaker": "agent", "start_s": 5.18, "end_s": 5.58, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178945191991", "idx": 1, "speaker": "customer", "start_s": 5.8, "end_s": 6.2, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178945191991", "idx": 2, "speaker": "agent", "start_s": 6.49, "end_s": 8.9, "text_en": "Uh sir, I was calling from JSW. Am I speaking with Star Industries?", "text_native": "अह सर JSW से बात कर रहा था। Star Industries में बात हो रही है?" }, { "ucid": "21112178945191991", "idx": 3, "speaker": "customer", "start_s": 9.5, "end_s": 9.88, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178945191991", "idx": 4, "speaker": "agent", "start_s": 10.38, "end_s": 12.5, "text_en": "Uh sir, is there any requirement for sheet metals etc.?", "text_native": "अह सर कुछ requirement है sheet metals वगेरा में?" }, { "ucid": "21112178945191991", "idx": 5, "speaker": "customer", "start_s": 12.9, "end_s": 15.6, "text_en": "Not in sheet metals. Mine was actually in, you know, a bit of finished product.", "text_native": "Sheet metals में नहीं है। मेरा actually में ना थोड़ा finished product में था।" }, { "ucid": "21112178945191991", "idx": 6, "speaker": "agent", "start_s": 15.9, "end_s": 16.28, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178945191991", "idx": 7, "speaker": "customer", "start_s": 16.7, "end_s": 18.6, "text_en": "Yes. You will only be able to provide raw material, right?", "text_native": "हां। आपके पास सिर्फ raw material मिल पाएगा ना?" }, { "ucid": "21112178945191991", "idx": 8, "speaker": "agent", "start_s": 18.8, "end_s": 19.6, "text_en": "Yes, only raw material.", "text_native": "हां, सिर्फ raw material." }, { "ucid": "21112178945191991", "idx": 9, "speaker": "customer", "start_s": 19.6, "end_s": 23.6, "text_en": "If I, according to some sizes, yes, according to sizes, yes, need an MS rod etc., will that be procurable?", "text_native": "अगर मैं कुछ sizes के according, हां, sizes के according, हां, MS का rod वगेरा चाहिए, तो वो procure हो पाएगा?" }, { "ucid": "21112178945191991", "idx": 10, "speaker": "agent", "start_s": 23.8, "end_s": 25.2, "text_en": "No sir, we won't be able to provide that, sir.", "text_native": "नहीं सर, वो नहीं दे पाएंगे सर।" }, { "ucid": "21112178945191991", "idx": 11, "speaker": "customer", "start_s": 25.5, "end_s": 26.4, "text_en": "It will only be raw material, right?", "text_native": "सिर्फ raw material रहेगा ना?" }, { "ucid": "21112178945191991", "idx": 12, "speaker": "agent", "start_s": 26.5, "end_s": 27.2, "text_en": "It will only be raw material.", "text_native": "सिर्फ raw material रहेगा।" }, { "ucid": "21112178945191991", "idx": 13, "speaker": "customer", "start_s": 28.0, "end_s": 29.7, "text_en": "The fresh one that is new, what is its rate?", "text_native": "Fresh जो new है वो क्या rate से है?" }, { "ucid": "21112178945191991", "idx": 14, "speaker": "agent", "start_s": 30.0, "end_s": 30.4, "text_en": "What sir?", "text_native": "क्या सर?" }, { "ucid": "21112178945191991", "idx": 15, "speaker": "customer", "start_s": 30.5, "end_s": 31.8, "text_en": "The fresh sheet, at the new rate.", "text_native": "Fresh sheet जो है new rate से।" }, { "ucid": "21112178945191991", "idx": 16, "speaker": "agent", "start_s": 32.1, "end_s": 32.9, "text_en": "What thickness do you need?", "text_native": "क्या thickness में चाहिए?" }, { "ucid": "21112178945191991", "idx": 17, "speaker": "customer", "start_s": 33.6, "end_s": 34.7, "text_en": "Thickness, the same, in 3 mm.", "text_native": "Thickness वही 3 mm में।" }, { "ucid": "21112178945191991", "idx": 18, "speaker": "agent", "start_s": 35.2, "end_s": 35.8, "text_en": "In how much? One?", "text_native": "कितने में? One?" }, { "ucid": "21112178945191991", "idx": 19, "speaker": "customer", "start_s": 36.2, "end_s": 37.3, "text_en": "In 2 mm and 3 mm.", "text_native": "2 mm और 3 mm में।" }, { "ucid": "21112178945191991", "idx": 20, "speaker": "agent", "start_s": 37.6, "end_s": 41.2, "text_en": "2 mm will cost you 65, sir, and 3 mm will cost you 63 ex-Taloja, ex-stock.", "text_native": "2 mm पड़ जाएगा सर आपको 65 और 3 mm पड़ जाएगा आपको 63 ex-Taloja, ex-stock." }, { "ucid": "21112178945191991", "idx": 21, "speaker": "customer", "start_s": 41.8, "end_s": 42.5, "text_en": "Without GST?", "text_native": "Without GST में?" }, { "ucid": "21112178945191991", "idx": 22, "speaker": "agent", "start_s": 43.1, "end_s": 43.8, "text_en": "It's plus GST, yes.", "text_native": "Plus GST है, हां।" }, { "ucid": "21112178945191991", "idx": 23, "speaker": "customer", "start_s": 44.2, "end_s": 44.8, "text_en": "Is it including or ex-", "text_native": "Including है या ex-" }, { "ucid": "21112178945191991", "idx": 24, "speaker": "agent", "start_s": 45.0, "end_s": 46.2, "text_en": "No, plus GST. It's plus GST, sir.", "text_native": "नहीं, plus GST. Plus GST रहता है सर।" }, { "ucid": "21112178945191991", "idx": 25, "speaker": "customer", "start_s": 46.8, "end_s": 50.4, "text_en": "Okay, that's fine. Can you share with me on WhatsApp what all raw materials can be procured?", "text_native": "Okay, चलेगा। आप मेरेको WhatsApp पे share कर सकते हैं क्या raw material क्या क्या procure हो पाएगा?" }, { "ucid": "21112178945191991", "idx": 26, "speaker": "agent", "start_s": 50.7, "end_s": 51.3, "text_en": "Yes, I'll do it.", "text_native": "हां, कर देता हूं।" }, { "ucid": "21112178945191991", "idx": 27, "speaker": "customer", "start_s": 51.6, "end_s": 52.2, "text_en": "Okay, do it.", "text_native": "ठीक है, कर दीजिए।" } ], "steps": [ { "ucid": "21112178945191991", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent opened by immediately asking for a requirement, which is not a warm welcome." }, { "ucid": "21112178945191991", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Only confirmed the company name; failed to ask about procurement city, decision-making role, or contact details." }, { "ucid": "21112178945191991", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked about the customer's business type, volume, or current procurement process." }, { "ucid": "21112178945191991", "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": "21112178945191991", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although the customer expressed interest in sheets, the agent only captured thickness and failed to get the full specification (grade, size, quantity)." }, { "ucid": "21112178945191991", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended with a vague agreement to send a product list on WhatsApp, not a confirmed quote, callback, or walkthrough." } ], "objections": [], "missed_steps": [ "NR1 Warm welcome opener", "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }