{ "ucid": "21112178946986251", "call_date": "2026-09-15", "start_time": "2026-09-15 16:27:42", "end_time": "2026-09-15 16:28:44", "duration_sec": 62, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "General Enquiry", "agent": "Anupreeti Mahadik", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA36662666cd7f28aa7fb1c04dd169f408.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 34, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946986251__DIA36662666cd7f28aa7fb1c04dd169f408.mp3", "audio_bytes": 139752, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 46.584, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Hello.\n[2s] AGENT: Ajay sir?\n[2s] CUSTOMER: Yes, speak. (हा बोलिए.)\n[3s] AGENT: Sir, Anupriti speaking from JSW One. (सर अनुप्रिती बोलतीये JSW One मधून.)\n[5s] CUSTOMER: Yes, speak. (हा बोला.)\n[6s] AGENT: Sir, I have sent you the quotation. I was actually not available last week. There was a bit of a medical emergency. (सर तुम्हाला मी पाठवलंय quotation. मी actually last week नव्हते available. थोडं medical emergency होती.)\n[11s] CUSTOMER: Okay.\n[12s] AGENT: Yes. I have WhatsApped you, please check it once. It is for straight straight. U-bend is not available with us. (हा. तुम्हाला WhatsApp केलंय मी, एकदा check करून घ्या. Straight straight साठी आहे तो. U-bend आमच्याकडे available नाहीये.)\n[18s] CUSTOMER: It's not slitting, right? (Slitting नाहीये ना तो?)\n[20s] AGENT: Yes, it's straight, sir. You had given for our TMT, right? (हा straight आहे सर. आपलं TMT चं दिलेलं ना तुम्ही?)\n[22s] CUSTOMER: Yes, yes. (हा हा.)\n[23s] AGENT: Yes. I have sent it to you. I will also mail it, I will mail it later. Yes. (हा. तुम्हाला मी पाठवलंय. Mail पण करते, नंतर mail करते. हा.)\n[26s] CUSTOMER: Alright okay, I'll take a look. (बरं ठीक आहे, बघून घेतो.)\n[27s] AGENT: Okay, will do. (Okay, चालेल.)\n[28s] UNKNOWN: Check it first. (पहिली check कर दीजिए.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\", \"Hindi\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: There is a faint background voice on the agent's side at the end of the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "On every call, even a simple follow-up, briefly re-confirm the customer's core requirement to ensure the quote is still relevant before asking them to review it.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "TMT U-bend", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "spec_not_available", "supply_details": "Agent states that U-bend TMT is not available, only straight bars.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "This was a follow-up call. The agent informed the customer she had sent a quotation for TMT bars via WhatsApp and clarified that they do not supply U-bends, only straight bars. The customer agreed to review the sent quotation.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not acknowledge a platform submission, but instead referenced a quote sent previously, indicating this was a follow-up call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No requirement fields were revalidated; the agent only made a passing reference to the product (TMT).\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's end use, volume, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I have WhatsApped you, please check it once.\", \"comment\": \"The agent referred to a price sent offline but did not state a price on the call, set a timeline for follow-up, or attempt to close.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I have sent you the quotation. I was actually not available last week.\", \"comment\": \"The agent focused only on the existing TMT requirement and did not pitch any other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"On every call, even a simple follow-up, briefly re-confirm the customer's core requirement to ensure the quote is still relevant before asking them to review it.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"TMT U-bend\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Agent states that U-bend TMT is not available, only straight bars.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"This was a follow-up call. The agent informed the customer she had sent a quotation for TMT bars via WhatsApp and clarified that they do not supply U-bends, only straight bars. The customer agreed to review the sent quotation.\"}", "error": null, "latency_ms": 31500, "input_tokens": 3054, "output_tokens": 681, "created_at": "2026-09-25 10:45:06", "sentiment": "neutral", "sentiment_score": 0.15, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.797, "agent_talk_sec": 19.6, "customer_talk_sec": 5.0, "dead_air_sec": 37.4, "longest_monologue_sec": 5.4, "agent_wpm": 257.1, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 2, "words_agent": 84, "words_customer": 18, "monologue_heavy": 1, "turns": [ { "ucid": "21112178946986251", "idx": 0, "speaker": "agent", "start_s": 0.17, "end_s": 0.8, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946986251", "idx": 1, "speaker": "customer", "start_s": 0.94, "end_s": 1.38, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946986251", "idx": 2, "speaker": "agent", "start_s": 1.64, "end_s": 2.26, "text_en": "Ajay sir?", "text_native": "Ajay sir?" }, { "ucid": "21112178946986251", "idx": 3, "speaker": "customer", "start_s": 2.46, "end_s": 2.96, "text_en": "Yes, speak.", "text_native": "हा बोलिए." }, { "ucid": "21112178946986251", "idx": 4, "speaker": "agent", "start_s": 3.18, "end_s": 5.08, "text_en": "Sir, Anupriti speaking from JSW One.", "text_native": "सर अनुप्रिती बोलतीये JSW One मधून." }, { "ucid": "21112178946986251", "idx": 5, "speaker": "customer", "start_s": 5.36, "end_s": 5.96, "text_en": "Yes, speak.", "text_native": "हा बोला." }, { "ucid": "21112178946986251", "idx": 6, "speaker": "agent", "start_s": 6.16, "end_s": 11.08, "text_en": "Sir, I have sent you the quotation. I was actually not available last week. There was a bit of a medical emergency.", "text_native": "सर तुम्हाला मी पाठवलंय quotation. मी actually last week नव्हते available. थोडं medical emergency होती." }, { "ucid": "21112178946986251", "idx": 7, "speaker": "customer", "start_s": 11.4, "end_s": 11.86, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178946986251", "idx": 8, "speaker": "agent", "start_s": 12.16, "end_s": 17.58, "text_en": "Yes. I have WhatsApped you, please check it once. It is for straight straight. U-bend is not available with us.", "text_native": "हा. तुम्हाला WhatsApp केलंय मी, एकदा check करून घ्या. Straight straight साठी आहे तो. U-bend आमच्याकडे available नाहीये." }, { "ucid": "21112178946986251", "idx": 9, "speaker": "customer", "start_s": 18.22, "end_s": 19.38, "text_en": "It's not slitting, right?", "text_native": "Slitting नाहीये ना तो?" }, { "ucid": "21112178946986251", "idx": 10, "speaker": "agent", "start_s": 19.6, "end_s": 22.0, "text_en": "Yes, it's straight, sir. You had given for our TMT, right?", "text_native": "हा straight आहे सर. आपलं TMT चं दिलेलं ना तुम्ही?" }, { "ucid": "21112178946986251", "idx": 11, "speaker": "customer", "start_s": 22.14, "end_s": 22.56, "text_en": "Yes, yes.", "text_native": "हा हा." }, { "ucid": "21112178946986251", "idx": 12, "speaker": "agent", "start_s": 22.76, "end_s": 25.58, "text_en": "Yes. I have sent it to you. I will also mail it, I will mail it later. Yes.", "text_native": "हा. तुम्हाला मी पाठवलंय. Mail पण करते, नंतर mail करते. हा." }, { "ucid": "21112178946986251", "idx": 13, "speaker": "customer", "start_s": 25.68, "end_s": 27.08, "text_en": "Alright okay, I'll take a look.", "text_native": "बरं ठीक आहे, बघून घेतो." }, { "ucid": "21112178946986251", "idx": 14, "speaker": "agent", "start_s": 27.36, "end_s": 28.24, "text_en": "Okay, will do.", "text_native": "Okay, चालेल." }, { "ucid": "21112178946986251", "idx": 15, "speaker": "unknown", "start_s": 28.3, "end_s": 30.0, "text_en": "Check it first.", "text_native": "पहिली check कर दीजिए." } ], "steps": [ { "ucid": "21112178946986251", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not acknowledge a platform submission, but instead referenced a quote sent previously, indicating this was a follow-up call." }, { "ucid": "21112178946986251", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No requirement fields were revalidated; the agent only made a passing reference to the product (TMT)." }, { "ucid": "21112178946986251", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked about the customer's end use, volume, or procurement habits." }, { "ucid": "21112178946986251", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I have WhatsApped you, please check it once.", "comment": "The agent referred to a price sent offline but did not state a price on the call, set a timeline for follow-up, or attempt to close." }, { "ucid": "21112178946986251", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I have sent you the quotation. I was actually not available last week.", "comment": "The agent focused only on the existing TMT requirement and did not pitch any other products." } ], "objections": [], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }