{ "ucid": "21112178946645262", "call_date": "2026-09-15", "start_time": "2026-09-15 15:30:52", "end_time": "2026-09-15 15:32:01", "duration_sec": 69, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "Anupreeti Mahadik", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA71cf81722382e6486b7ff7bbf2ee7287.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 52, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946645262__DIA71cf81722382e6486b7ff7bbf2ee7287.mp3", "audio_bytes": 173880, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 57.96, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Yes, yes. (हां yes.)\n[2s] AGENT: Is this Mr. Deepak Patil speaking? (दीपक पाटिल सर बात कर रहे हैं?)\n[4s] CUSTOMER: Yes. (हां।)\n[4s] AGENT: Sir, Anukriti speaking from JSW One. (सर अनुकृति बोलती है JSW One मधून.)\n[6s] CUSTOMER: What? What? (क्या क्या?)\n[7s] AGENT: I am speaking from JSW One, Anukriti. Your account was registered, sir, on our portal, Nanddeep Pipe. (JSW One से बात कर रही हूं अनुकृति। आपका अकाउंट रजिस्टर था सर हमारे पोर्टल पे, नंददीप पाइप।)\n[11s] CUSTOMER: Yes, yes, but what is that JSW, I couldn't understand. (हां हां, मगर वो JSW क्या है मैं समझ नहीं पाया।)\n[14s] AGENT: Sir, this is our digital MSME platform on which you can purchase MS steel. (सर ये हमारा डिजिटल MSME प्लेटफार्म है जिसपे आप MS steel परचेस कर सकते हो।)\n[18s] CUSTOMER: No, I understood. Can one purchase stainless steel? Do you have 304 grade, 1mm? But we require it in very small quantities. (नहीं, समझ गया मैं। स्टेनलेस स्टील परचेस कर सकते हैं? 304 का 1mm का है क्या आपके पास? मगर हमको तो बहुत कम क्वांटिटी में लगता है।)\n[23s] AGENT: Sir, what is your quantity? We provide HR, CR, PPGI, all these. What is your requirement? (सर क्या क्वांटिटी आपका? हम HR, CR, PPGI ये सब देते हैं। आपका क्या रिक्वायरमेंट है?)\n[26s] CUSTOMER: I need it in SS. In SS, 304. (SS में चाहिए। SS में 304.)\n[27s] AGENT: We don't deal in SS, sir. We only deal in MS. (SS सर नहीं करते हम लोग। MS में ही करते हैं।)\n[29s] CUSTOMER: No, no, no, then no, it's not needed. Yes. (नहीं नहीं नहीं, फिर नहीं, नहीं जरूरत है। Yes.)\n[31s] AGENT: Okay. Thank you.\n[32s] CUSTOMER: Thank you sir.", "language": "Hindi", "languages": "[\"Hindi\", \"Marathi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: The conversation is a mix of Hindi, Marathi, and English, with the agent switching between languages.", "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": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a lead is disqualified for one product, briefly ask if they use any products we DO sell (e.g., 'Aside from SS, do you procure any MS steel?') before ending the call to avoid missing a potential opportunity.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "Stainless Steel 304 1mm", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "spec_not_available", "supply_details": "Agent confirmed that Stainless Steel (SS) is not a product category they deal in.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a newly registered user from 'Nanddeep Pipe'. The customer immediately inquired about purchasing Stainless Steel (SS 304). The agent correctly informed the customer that they only deal in Mild Steel (MS), at which point the customer confirmed they had no requirement and the call ended.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your account was registered, sir, on our portal, Nanddeep Pipe.\", \"comment\": \"Agent correctly stated the reason for the call and identified the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only verified the customer's name but did not 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 as the call was cut short after the customer requested a non-catalogue product.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this is our digital MSME platform on which you can purchase MS steel.\", \"comment\": \"Agent provided a simple, high-level explanation of the platform's purpose when asked.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, what is your quantity? ... What is your requirement?\", \"comment\": \"Agent correctly identified the customer's stated requirement and attempted to capture the quantity.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with a simple 'thank you' after disqualification, with no attempt to schedule a future callback or other next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a lead is disqualified for one product, briefly ask if they use any products we DO sell (e.g., 'Aside from SS, do you procure any MS steel?') before ending the call to avoid missing a potential opportunity.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Stainless Steel 304 1mm\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Agent confirmed that Stainless Steel (SS) is not a product category they deal in.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a newly registered user from 'Nanddeep Pipe'. The customer immediately inquired about purchasing Stainless Steel (SS 304). The agent correctly informed the customer that they only deal in Mild Steel (MS), at which point the customer confirmed they had no requirement and the call ended.\"}", "error": null, "latency_ms": 36547, "input_tokens": 3158, "output_tokens": 784, "created_at": "2026-09-25 10:46:34", "sentiment": "positive", "sentiment_score": 0.185, "sentiment_confidence": "high", "pos": 8, "neg": 4, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.556, "agent_talk_sec": 16.8, "customer_talk_sec": 13.4, "dead_air_sec": 38.8, "longest_monologue_sec": 4.1, "agent_wpm": 264.3, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 3, "words_agent": 74, "words_customer": 57, "monologue_heavy": 0, "turns": [ { "ucid": "21112178946645262", "idx": 0, "speaker": "agent", "start_s": 0.0, "end_s": 0.83, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946645262", "idx": 1, "speaker": "customer", "start_s": 1.14, "end_s": 1.64, "text_en": "Yes, yes.", "text_native": "हां yes." }, { "ucid": "21112178946645262", "idx": 2, "speaker": "agent", "start_s": 1.84, "end_s": 3.24, "text_en": "Is this Mr. Deepak Patil speaking?", "text_native": "दीपक पाटिल सर बात कर रहे हैं?" }, { "ucid": "21112178946645262", "idx": 3, "speaker": "customer", "start_s": 3.5, "end_s": 3.84, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178946645262", "idx": 4, "speaker": "agent", "start_s": 4.04, "end_s": 5.84, "text_en": "Sir, Anukriti speaking from JSW One.", "text_native": "सर अनुकृति बोलती है JSW One मधून." }, { "ucid": "21112178946645262", "idx": 5, "speaker": "customer", "start_s": 6.24, "end_s": 6.7, "text_en": "What? What?", "text_native": "क्या क्या?" }, { "ucid": "21112178946645262", "idx": 6, "speaker": "agent", "start_s": 6.94, "end_s": 11.04, "text_en": "I am speaking from JSW One, Anukriti. Your account was registered, sir, on our portal, Nanddeep Pipe.", "text_native": "JSW One से बात कर रही हूं अनुकृति। आपका अकाउंट रजिस्टर था सर हमारे पोर्टल पे, नंददीप पाइप।" }, { "ucid": "21112178946645262", "idx": 7, "speaker": "customer", "start_s": 11.24, "end_s": 13.8, "text_en": "Yes, yes, but what is that JSW, I couldn't understand.", "text_native": "हां हां, मगर वो JSW क्या है मैं समझ नहीं पाया।" }, { "ucid": "21112178946645262", "idx": 8, "speaker": "agent", "start_s": 14.24, "end_s": 17.54, "text_en": "Sir, this is our digital MSME platform on which you can purchase MS steel.", "text_native": "सर ये हमारा डिजिटल MSME प्लेटफार्म है जिसपे आप MS steel परचेस कर सकते हो।" }, { "ucid": "21112178946645262", "idx": 9, "speaker": "customer", "start_s": 17.84, "end_s": 22.84, "text_en": "No, I understood. Can one purchase stainless steel? Do you have 304 grade, 1mm? But we require it in very small quantities.", "text_native": "नहीं, समझ गया मैं। स्टेनलेस स्टील परचेस कर सकते हैं? 304 का 1mm का है क्या आपके पास? मगर हमको तो बहुत कम क्वांटिटी में लगता है।" }, { "ucid": "21112178946645262", "idx": 10, "speaker": "agent", "start_s": 23.04, "end_s": 25.84, "text_en": "Sir, what is your quantity? We provide HR, CR, PPGI, all these. What is your requirement?", "text_native": "सर क्या क्वांटिटी आपका? हम HR, CR, PPGI ये सब देते हैं। आपका क्या रिक्वायरमेंट है?" }, { "ucid": "21112178946645262", "idx": 11, "speaker": "customer", "start_s": 26.04, "end_s": 27.24, "text_en": "I need it in SS. In SS, 304.", "text_native": "SS में चाहिए। SS में 304." }, { "ucid": "21112178946645262", "idx": 12, "speaker": "agent", "start_s": 27.44, "end_s": 29.24, "text_en": "We don't deal in SS, sir. We only deal in MS.", "text_native": "SS सर नहीं करते हम लोग। MS में ही करते हैं।" }, { "ucid": "21112178946645262", "idx": 13, "speaker": "customer", "start_s": 29.34, "end_s": 31.04, "text_en": "No, no, no, then no, it's not needed. Yes.", "text_native": "नहीं नहीं नहीं, फिर नहीं, नहीं जरूरत है। Yes." }, { "ucid": "21112178946645262", "idx": 14, "speaker": "agent", "start_s": 31.24, "end_s": 32.04, "text_en": "Okay. Thank you.", "text_native": "Okay. Thank you." }, { "ucid": "21112178946645262", "idx": 15, "speaker": "customer", "start_s": 32.24, "end_s": 33.84, "text_en": "Thank you sir.", "text_native": "Thank you sir." } ], "steps": [ { "ucid": "21112178946645262", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Your account was registered, sir, on our portal, Nanddeep Pipe.", "comment": "Agent correctly stated the reason for the call and identified the customer's registration." }, { "ucid": "21112178946645262", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Agent only verified the customer's name but did not ask about procurement city, decision-making role, or contact details." }, { "ucid": "21112178946645262", "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 as the call was cut short after the customer requested a non-catalogue product." }, { "ucid": "21112178946645262", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, this is our digital MSME platform on which you can purchase MS steel.", "comment": "Agent provided a simple, high-level explanation of the platform's purpose when asked." }, { "ucid": "21112178946645262", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, what is your quantity? ... What is your requirement?", "comment": "Agent correctly identified the customer's stated requirement and attempted to capture the quantity." }, { "ucid": "21112178946645262", "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 abruptly with a simple 'thank you' after disqualification, with no attempt to schedule a future callback or other next step." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }