{ "ucid": "21112178947216581", "call_date": "2026-09-15", "start_time": "2026-09-15 17:06:05", "end_time": "2026-09-15 17:07:35", "duration_sec": 90, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf65deb2a78d7d287849987cdc5b97274.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 19, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947216581__DIAf65deb2a78d7d287849987cdc5b97274.mp3", "audio_bytes": 231552, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 77.184, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] AGENT: Yes. Good evening sir, this is Sudip speaking, from JSW One MSME, from Jindal. (हां जी। Good evening sir, सुदीप बोल रहा हूं, JSW One MSME से, जिंदल से।)\n[7s] CUSTOMER: Yes, tell me sir. (जी बताइए सर।)\n[8s] AGENT: Your account was registered on our portal, sir. This was a follow-up call regarding your steel procurement, sir. Just wanted to understand is there any live requirement in steel sir? (ये आपका अकाउंट रजिस्टर्ड हुआ था सर पोर्टल पर हमारे, आपकी स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था सर। Just wanted to understand is there any live requirement in steel sir?)\n[15s] CUSTOMER: Right now I have a live requirement but I think you have your one of the colleague Mr. Rohit are connected with me. I have put my requirement but there was no answer and from yesterday they said that there is a minimum quantity and we cannot support for your location. (अभी have to live requirement but I think you have your one of the colleague Mr. Rohit are connected with me. I have put my requirement but that will be no answer and from yesterday they want to say that there is the minimum quantity we cannot support for your location.)\n[27s] AGENT: Oh, I see, I see, okay okay okay, got it. Anyways sir, if you have spoken to Rohit, then I'll ask Rohit to connect with you. He is from my team. (अच्छा अच्छा अच्छा, ओके ओके ओके, गॉट इट। एनीवेज़ सर, आप अपना अगर रोहित से बात किए तो I'll ask Rohit to connect with you. मेरी टीम से है वो।)\n[33s] CUSTOMER: Okay.\n[34s] AGENT: So, not an issue sir. Thank you sir.\n[35s] CUSTOMER: Anything but sir we we have also the some cement queries so there will be no reply from the cement department.\n[40s] AGENT: You didn't get a response from the cement department either? (सीमेंट डिपार्टमेंट से भी आपको रिस्पांस नहीं आया?)\n[42s] AGENT: Okay, I will ask them to connect with you. Okay?\n[44s] CUSTOMER: So if you are if you are the cement department, there will be required to some Ambuja cement and there will be the huge requirement I think more than the ten tons are requirement we are the.\n[52s] AGENT: Hmm hmm hmm. (हम्म हम्म हम्म।)\n[52s] CUSTOMER: So...\n[53s] AGENT: Got it, got it sir. I'll ask my team to connect with you.\n[55s] CUSTOMER: Yeah, yeah, sure.\n[56s] AGENT: Thank you. Thank you so much.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "clear: The conversation is a clear mix of Hindi and English (Hinglish).", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 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": 3.0, "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 a customer reports a prior negative interaction with a colleague, briefly validate their concern before handing them back to the original rep to show empathy and internal alignment.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "geo_flag": 1, "geo_reason": "policy_excluded", "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer states he has a live steel requirement but has already been told by another rep (Rohit) that JSW cannot serve his location due to MOQ constraints. The customer also complains about not receiving a response for a cement query. The agent, Sudip, acknowledges Rohit is on his team and promises to have both Rohit and the cement team follow up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your account was registered on our portal, sir.\", \"comment\": \"The agent correctly opened by referencing the customer's portal registration.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not revalidate any requirement details as the customer immediately raised a prior service issue.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was derailed by the customer's complaint about a previous interaction.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not reach the closure stage; the agent deferred to another representative to handle the customer's issue.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"This was a follow-up call regarding your steel procurement, sir.\", \"comment\": \"The agent did not unnecessarily re-pitch the business, treating it correctly as a follow-up call.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer reports a prior negative interaction with a colleague, briefly validate their concern before handing them back to the original rep to show empathy and internal alignment.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": true, \"geo_reason\": \"policy_excluded\", \"moq_flag\": true, \"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 states he has a live steel requirement but has already been told by another rep (Rohit) that JSW cannot serve his location due to MOQ constraints. The customer also complains about not receiving a response for a cement query. The agent, Sudip, acknowledges Rohit is on his team and promises to have both Rohit and the cement team follow up.\"}", "error": null, "latency_ms": 35925, "input_tokens": 3257, "output_tokens": 654, "created_at": "2026-09-25 10:44:17", "sentiment": "negative", "sentiment_score": -0.846, "sentiment_confidence": "high", "pos": 2, "neg": 29, "lex_hits": 18, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.489, "agent_talk_sec": 25.4, "customer_talk_sec": 26.5, "dead_air_sec": 38.1, "longest_monologue_sec": 6.6, "agent_wpm": 300.0, "interruptions": 0, "agent_turns": 10, "customer_turns": 8, "discovery_qs": 3, "words_agent": 127, "words_customer": 119, "monologue_heavy": 0, "turns": [ { "ucid": "21112178947216581", "idx": 0, "speaker": "customer", "start_s": 1.13, "end_s": 1.6, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178947216581", "idx": 1, "speaker": "agent", "start_s": 1.89, "end_s": 2.29, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178947216581", "idx": 2, "speaker": "agent", "start_s": 2.6, "end_s": 6.84, "text_en": "Yes. Good evening sir, this is Sudip speaking, from JSW One MSME, from Jindal.", "text_native": "हां जी। Good evening sir, सुदीप बोल रहा हूं, JSW One MSME से, जिंदल से।" }, { "ucid": "21112178947216581", "idx": 3, "speaker": "customer", "start_s": 7.06, "end_s": 7.8, "text_en": "Yes, tell me sir.", "text_native": "जी बताइए सर।" }, { "ucid": "21112178947216581", "idx": 4, "speaker": "agent", "start_s": 8.0, "end_s": 14.58, "text_en": "Your account was registered on our portal, sir. This was a follow-up call regarding your steel procurement, sir. Just wanted to understand is there any live requirement in steel sir?", "text_native": "ये आपका अकाउंट रजिस्टर्ड हुआ था सर पोर्टल पर हमारे, आपकी स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था सर। Just wanted to understand is there any live requirement in steel sir?" }, { "ucid": "21112178947216581", "idx": 5, "speaker": "customer", "start_s": 14.83, "end_s": 26.5, "text_en": "Right now I have a live requirement but I think you have your one of the colleague Mr. Rohit are connected with me. I have put my requirement but there was no answer and from yesterday they said that there is a minimum quantity and we cannot support for your location.", "text_native": "अभी have to live requirement but I think you have your one of the colleague Mr. Rohit are connected with me. I have put my requirement but that will be no answer and from yesterday they want to say that there is the minimum quantity we cannot support for your location." }, { "ucid": "21112178947216581", "idx": 6, "speaker": "agent", "start_s": 26.79, "end_s": 32.84, "text_en": "Oh, I see, I see, okay okay okay, got it. Anyways sir, if you have spoken to Rohit, then I'll ask Rohit to connect with you. He is from my team.", "text_native": "अच्छा अच्छा अच्छा, ओके ओके ओके, गॉट इट। एनीवेज़ सर, आप अपना अगर रोहित से बात किए तो I'll ask Rohit to connect with you. मेरी टीम से है वो।" }, { "ucid": "21112178947216581", "idx": 7, "speaker": "customer", "start_s": 33.0, "end_s": 33.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178947216581", "idx": 8, "speaker": "agent", "start_s": 33.58, "end_s": 35.0, "text_en": "So, not an issue sir. Thank you sir.", "text_native": "So, not an issue sir. Thank you sir." }, { "ucid": "21112178947216581", "idx": 9, "speaker": "customer", "start_s": 35.1, "end_s": 40.0, "text_en": "Anything but sir we we have also the some cement queries so there will be no reply from the cement department.", "text_native": "Anything but sir we we have also the some cement queries so there will be no reply from the cement department." }, { "ucid": "21112178947216581", "idx": 10, "speaker": "agent", "start_s": 40.24, "end_s": 41.84, "text_en": "You didn't get a response from the cement department either?", "text_native": "सीमेंट डिपार्टमेंट से भी आपको रिस्पांस नहीं आया?" }, { "ucid": "21112178947216581", "idx": 11, "speaker": "agent", "start_s": 42.0, "end_s": 43.8, "text_en": "Okay, I will ask them to connect with you. Okay?", "text_native": "Okay, I will ask them to connect with you. Okay?" }, { "ucid": "21112178947216581", "idx": 12, "speaker": "customer", "start_s": 44.0, "end_s": 51.5, "text_en": "So if you are if you are the cement department, there will be required to some Ambuja cement and there will be the huge requirement I think more than the ten tons are requirement we are the.", "text_native": "So if you are if you are the cement department, there will be required to some Ambuja cement and there will be the huge requirement I think more than the ten tons are requirement we are the." }, { "ucid": "21112178947216581", "idx": 13, "speaker": "agent", "start_s": 51.5, "end_s": 52.2, "text_en": "Hmm hmm hmm.", "text_native": "हम्म हम्म हम्म।" }, { "ucid": "21112178947216581", "idx": 14, "speaker": "customer", "start_s": 52.3, "end_s": 52.5, "text_en": "So...", "text_native": "So..." }, { "ucid": "21112178947216581", "idx": 15, "speaker": "agent", "start_s": 52.8, "end_s": 54.5, "text_en": "Got it, got it sir. I'll ask my team to connect with you.", "text_native": "Got it, got it sir. I'll ask my team to connect with you." }, { "ucid": "21112178947216581", "idx": 16, "speaker": "customer", "start_s": 54.8, "end_s": 55.5, "text_en": "Yeah, yeah, sure.", "text_native": "Yeah, yeah, sure." }, { "ucid": "21112178947216581", "idx": 17, "speaker": "agent", "start_s": 55.6, "end_s": 56.5, "text_en": "Thank you. Thank you so much.", "text_native": "Thank you. Thank you so much." } ], "steps": [ { "ucid": "21112178947216581", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Your account was registered on our portal, sir.", "comment": "The agent correctly opened by referencing the customer's portal registration." }, { "ucid": "21112178947216581", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not revalidate any requirement details as the customer immediately raised a prior service issue." }, { "ucid": "21112178947216581", "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; the conversation was derailed by the customer's complaint about a previous interaction." }, { "ucid": "21112178947216581", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not reach the closure stage; the agent deferred to another representative to handle the customer's issue." }, { "ucid": "21112178947216581", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "This was a follow-up call regarding your steel procurement, sir.", "comment": "The agent did not unnecessarily re-pitch the business, treating it correctly as a follow-up call." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }