{ "ucid": "21112178947265571", "call_date": "2026-09-15", "start_time": "2026-09-15 17:14:15", "end_time": "2026-09-15 17:15:27", "duration_sec": 72, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA61a69a96cd7a81e7c6b653d027ccd3fa.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 12, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947265571__DIA61a69a96cd7a81e7c6b653d027ccd3fa.mp3", "audio_bytes": 162216, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 54.072, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हॅलो)\n[2s] AGENT: Hello, Mr. Mayur Yadav from Prithvi Engineering? (हॅलो, मिस्टर मयूर यादव फ्रॉम पृथ्वी इंजिनिअरिंग?)\n[5s] CUSTOMER: Yes, tell me. (हाजी बोलिए.)\n[6s] AGENT: Mayur ji, this is Pradip speaking from JSW One MSME. (मयूरजी, प्रदीप बोलतोय JSW One MSME मधनं.)\n[9s] CUSTOMER: Yes, speak. (बोला की.)\n[10s] AGENT: Your company was registered on the portal, sir. I had called regarding steel purchase. So right now, do we have any requirement in GP, CR? (तुमची कंपनी रजिस्टर्ड होती सर पोर्टलवर. स्टील परचेस संदर्भात फोन केला होता तुम्हाला. तर आता काय जीपी, सीआर मध्ये काय रिक्वायरमेंट आहे का आपल्याला?)\n[16s] CUSTOMER: As of now, there is nothing. I have stock right now. When it is required for me, maybe next to next week. (सध्या तरी काही नाहीये. सध्या आहे माझ्याकडे स्टॉक. तुम्हाला ज्यावेळी रिक्वायर्ड होईल मला एक नेक्स्ट टू नेक्स्ट वीक.)\n[23s] AGENT: Hmm. (हम्म.)\n[23s] CUSTOMER: I will let you know then. (तेव्हा तो कळवतो मी तेव्हा.)\n[25s] AGENT: I have sent you my number on WhatsApp, Yadav saheb, I've written 'Hi'. So please save that number. And right now I am calling you from a system number. If you call on this, you won't get a callback. Please save the number I have sent on WhatsApp. Okay? (मी तुम्हाला आहे ना यादव साहेब WhatsApp वर माझा नंबर पाठवलाय, 'हाय' लिहिलंय. तर तो नंबर सेव्ह करून घ्या. आणि आता सध्या सिस्टमच्या नंबरने फोन करतोय तुम्हाला मी. ह्याच्यावर फोन केला तर कॉलबॅक लागणार नाही. तुम्हाला WhatsApp केलेला नंबर सेव्ह करून घ्या तुम्ही. ओके?)\n[35s] CUSTOMER: Correct. (बरोबर.)\n[36s] CUSTOMER: Correct, okay, okay. It will work. I will let you know, I will contact you. (बरोबर, ठीक आहे, ठीक आहे. चालेल. मी ते कळवतो तुम्हाला, कॉन्टॅक्ट करतो.)\n[39s] AGENT: Okay, okay. It will work. (ओके, ओके. चालेल.)\n[40s] CUSTOMER: Yes, okay. (हा, ठीक आहे.)\n[41s] AGENT: Okay, thank you.\n[42s] CUSTOMER: Okay. (ठीक आहे.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\", \"Hindi\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: The agent's final turn is slightly faint but discernible.", "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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer says they have no immediate need, you must still attempt discovery to understand their business for future follow-ups, rather than ending the call.", "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 lead from an engineering company. The customer stated they have no current requirement for GP/CR as they are already stocked, but may have a need in two weeks. The agent did not perform discovery and ended the call by asking the customer to save his number, without setting a firm follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Mayur ji, this is Pradip speaking from JSW One MSME. Your company was registered on the portal, sir. I had called regarding steel purchase.\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak, jumping straight to the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So right now, do we have any requirement in GP, CR?\", \"comment\": \"The agent did not provide a supply or price hook; instead, he immediately asked for the customer's requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions after the customer stated they had no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So right now, do we have any requirement in GP, CR?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will let you know, I will contact you. / AGENT: Okay, okay. It will work.\", \"comment\": \"The agent did not establish a committed next step, leaving it to the customer to re-initiate contact.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no immediate need, you must still attempt discovery to understand their business for future follow-ups, rather than ending the call.\", \"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\": [], \"call_summary\": \"The agent contacted a lead from an engineering company. The customer stated they have no current requirement for GP/CR as they are already stocked, but may have a need in two weeks. The agent did not perform discovery and ended the call by asking the customer to save his number, without setting a firm follow-up.\"}", "error": null, "latency_ms": 28015, "input_tokens": 3159, "output_tokens": 772, "created_at": "2026-09-25 10:43:58", "sentiment": "positive", "sentiment_score": 0.347, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.655, "agent_talk_sec": 24.3, "customer_talk_sec": 12.8, "dead_air_sec": 34.9, "longest_monologue_sec": 10.1, "agent_wpm": 246.9, "interruptions": 0, "agent_turns": 7, "customer_turns": 9, "discovery_qs": 3, "words_agent": 100, "words_customer": 53, "monologue_heavy": 0, "turns": [ { "ucid": "21112178947265571", "idx": 0, "speaker": "customer", "start_s": 0.8, "end_s": 1.2, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178947265571", "idx": 1, "speaker": "agent", "start_s": 1.8, "end_s": 4.5, "text_en": "Hello, Mr. Mayur Yadav from Prithvi Engineering?", "text_native": "हॅलो, मिस्टर मयूर यादव फ्रॉम पृथ्वी इंजिनिअरिंग?" }, { "ucid": "21112178947265571", "idx": 2, "speaker": "customer", "start_s": 4.9, "end_s": 5.5, "text_en": "Yes, tell me.", "text_native": "हाजी बोलिए." }, { "ucid": "21112178947265571", "idx": 3, "speaker": "agent", "start_s": 5.8, "end_s": 8.8, "text_en": "Mayur ji, this is Pradip speaking from JSW One MSME.", "text_native": "मयूरजी, प्रदीप बोलतोय JSW One MSME मधनं." }, { "ucid": "21112178947265571", "idx": 4, "speaker": "customer", "start_s": 8.9, "end_s": 9.3, "text_en": "Yes, speak.", "text_native": "बोला की." }, { "ucid": "21112178947265571", "idx": 5, "speaker": "agent", "start_s": 9.5, "end_s": 16.0, "text_en": "Your company was registered on the portal, sir. I had called regarding steel purchase. So right now, do we have any requirement in GP, CR?", "text_native": "तुमची कंपनी रजिस्टर्ड होती सर पोर्टलवर. स्टील परचेस संदर्भात फोन केला होता तुम्हाला. तर आता काय जीपी, सीआर मध्ये काय रिक्वायरमेंट आहे का आपल्याला?" }, { "ucid": "21112178947265571", "idx": 6, "speaker": "customer", "start_s": 16.5, "end_s": 23.0, "text_en": "As of now, there is nothing. I have stock right now. When it is required for me, maybe next to next week.", "text_native": "सध्या तरी काही नाहीये. सध्या आहे माझ्याकडे स्टॉक. तुम्हाला ज्यावेळी रिक्वायर्ड होईल मला एक नेक्स्ट टू नेक्स्ट वीक." }, { "ucid": "21112178947265571", "idx": 7, "speaker": "agent", "start_s": 23.1, "end_s": 23.3, "text_en": "Hmm.", "text_native": "हम्म." }, { "ucid": "21112178947265571", "idx": 8, "speaker": "customer", "start_s": 23.4, "end_s": 24.8, "text_en": "I will let you know then.", "text_native": "तेव्हा तो कळवतो मी तेव्हा." }, { "ucid": "21112178947265571", "idx": 9, "speaker": "agent", "start_s": 24.9, "end_s": 35.0, "text_en": "I have sent you my number on WhatsApp, Yadav saheb, I've written 'Hi'. So please save that number. And right now I am calling you from a system number. If you call on this, you won't get a callback. Please save the number I have sent on WhatsApp. Okay?", "text_native": "मी तुम्हाला आहे ना यादव साहेब WhatsApp वर माझा नंबर पाठवलाय, 'हाय' लिहिलंय. तर तो नंबर सेव्ह करून घ्या. आणि आता सध्या सिस्टमच्या नंबरने फोन करतोय तुम्हाला मी. ह्याच्यावर फोन केला तर कॉलबॅक लागणार नाही. तुम्हाला WhatsApp केलेला नंबर सेव्ह करून घ्या तुम्ही. ओके?" }, { "ucid": "21112178947265571", "idx": 10, "speaker": "customer", "start_s": 35.1, "end_s": 35.4, "text_en": "Correct.", "text_native": "बरोबर." }, { "ucid": "21112178947265571", "idx": 11, "speaker": "customer", "start_s": 36.5, "end_s": 38.8, "text_en": "Correct, okay, okay. It will work. I will let you know, I will contact you.", "text_native": "बरोबर, ठीक आहे, ठीक आहे. चालेल. मी ते कळवतो तुम्हाला, कॉन्टॅक्ट करतो." }, { "ucid": "21112178947265571", "idx": 12, "speaker": "agent", "start_s": 38.9, "end_s": 40.0, "text_en": "Okay, okay. It will work.", "text_native": "ओके, ओके. चालेल." }, { "ucid": "21112178947265571", "idx": 13, "speaker": "customer", "start_s": 40.5, "end_s": 41.0, "text_en": "Yes, okay.", "text_native": "हा, ठीक आहे." }, { "ucid": "21112178947265571", "idx": 14, "speaker": "agent", "start_s": 41.1, "end_s": 41.8, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." }, { "ucid": "21112178947265571", "idx": 15, "speaker": "customer", "start_s": 41.9, "end_s": 42.3, "text_en": "Okay.", "text_native": "ठीक आहे." } ], "steps": [ { "ucid": "21112178947265571", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Mayur ji, this is Pradip speaking from JSW One MSME. Your company was registered on the portal, sir. I had called regarding steel purchase.", "comment": "The agent identified himself and the company but failed to ask for permission to speak, jumping straight to the reason for the call." }, { "ucid": "21112178947265571", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So right now, do we have any requirement in GP, CR?", "comment": "The agent did not provide a supply or price hook; instead, he immediately asked for the customer's requirement." }, { "ucid": "21112178947265571", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any discovery questions after the customer stated they had no current requirement." }, { "ucid": "21112178947265571", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was done, and consequently, no USPs were pitched." }, { "ucid": "21112178947265571", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So right now, do we have any requirement in GP, CR?", "comment": "The agent successfully asked if a current requirement exists, which is the primary goal of this step." }, { "ucid": "21112178947265571", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will let you know, I will contact you. / AGENT: Okay, okay. It will work.", "comment": "The agent did not establish a committed next step, leaving it to the customer to re-initiate contact." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }