{ "ucid": "21112178953352291", "call_date": "2026-09-16", "start_time": "2026-09-16 10:08:42", "end_time": "2026-09-16 10:10:42", "duration_sec": 120, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA702bd573a3bfcd807406f82128f7708e.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1802, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953352291__DIA702bd573a3bfcd807406f82128f7708e.mp3", "audio_bytes": 259200, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 86.4, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello (हेलो)\n[6s] AGENT: Hello (हेलो)\n[6s] AGENT: Yes, Rajesh ji from here, I am speaking from JSW One. (हाँ, राजेश जी यहाँ से, मैं बोल रहा हूँ JSW One से।)\n[9s] CUSTOMER: Where are you calling from? (कहाँ से बात कर रहे हैं?)\n[10s] AGENT: From JSW One. (JSW One से।)\n[11s] CUSTOMER: From Mumbai?\n[12s] CUSTOMER: Speak. (बोलिए।)\n[13s] AGENT: You had registered on our platform, JSW One MSME. Uh and you had also created some requirement. (आपने हमारे प्लैटफॉर्म पे JSW One MSME पे रजिस्टर किया था। अह एंड आपने कुछ रिक्वायरमेंट भी क्रिएट की थी।)\n[18s] AGENT: Maybe you had a talk with sir? Did you have a requirement for CR CR sheet? (शायद आपका सर से बात हुआ है क्या? CR CR शीट की रिक्वायरमेंट थी क्या आपको?)\n[21s] CUSTOMER: Yes, MS CRCA. (हाँ, MS CRCA.)\n[22s] AGENT: Yes yes yes, okay. 1.6 1250 2500. (हाँ हाँ हाँ, ओके। 1.6 1250 2500.)\n[25s] CUSTOMER: Yes. (हाँ जी।)\n[25s] AGENT: What is your quantity now? (कितना क्वांटिटी है अभी आपका?)\n[27s] CUSTOMER: Sir, I get two tons of material every fifteen days. (सर, मेरी हर पंद्रह दिन में दो टन माल आता है।)\n[30s] AGENT: Okay. See, my MOQ is, it's around four tons. Four to five tons. (अच्छा। देखिए मेरा ना MOQ है, वो अराउंड चार टन का है। Four to five tons.)\n[33s] CUSTOMER: Four tons is not a problem. (चार टन में कोई बात नहीं।)\n[35s] AGENT: Okay. Is that alright? I will uh... four or five tons... quote you... (ओके। ठीक है ना? मैं आपको अह four ya five tons आपको कोट...)\n[38s] CUSTOMER: Speak. (बोलिए।)\n[39s] AGENT: Is it for trading or do you do some manufacturing? (ट्रेडिंग का है या फिर कुछ मैन्युफैक्चरिंग करते हैं आप?)\n[42s] CUSTOMER: What are you saying? (क्या कह रहे हो?)\n[43s] AGENT: Is it for trading or do you do some manufacturing? (ट्रेडिंग का है या फिर कुछ मैन्युफैक्चरिंग करते हैं?)\n[45s] CUSTOMER: I do manufacturing. (मैन्युफैक्चरिंग करता हूँ मैं।)\n[46s] AGENT: What do you manufacture? (किस चीज़ का मैन्युफैक्चरिंग है?)\n[47s] CUSTOMER: Electrical control panel.\n[49s] AGENT: Okay okay okay. (ओके ओके ओके।)\n[51s] AGENT: Alright. I will quote you, okay? For four tons. (ठीक है। मैं आपको कोट करता हूँ, ठीक है? Four tons का।)\n[54s] AGENT: Yeah, yeah.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 27, "connected": 1, "audio_notes": "clear: Background conversation from one of the speaker's sides is audible at the very beginning, before the main call interaction starts.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "27 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": 5.5, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When you promise to send a quote, always give a specific timeline, like 'You will have it in the next 15 minutes,' to set clear expectations and build trust.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, an electrical panel manufacturer, had a requirement for 2 tons of MS CRCA. The agent confirmed the product specifications and successfully handled the MOQ issue by getting the customer to agree to a 4-ton quantity. The call ended with the agent promising to send a quote, but without a specific timeline.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had registered on our platform, JSW One MSME. Uh and you had also created some requirement.\", \"comment\": \"Agent correctly referenced the customer's prior action on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"Did you have a requirement for CR CR sheet?... 1.6 1250 2500... What is your quantity now?\", \"comment\": \"Agent successfully revalidated product, specs, and quantity but missed delivery location and timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Is it for trading or do you do some manufacturing?... What do you manufacture?\", \"comment\": \"Agent identified the end use and monthly consumption (which the customer volunteered) but did not probe for current brands or other discovery points.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent promised to send a quote but failed to provide a specific timeline for when the customer would receive it.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have a requirement for CR CR sheet?\", \"comment\": \"Agent remained focused on the customer's stated requirement and did not attempt to pitch other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When you promise to send a quote, always give a specific timeline, like 'You will have it in the next 15 minutes,' to set clear expectations and build trust.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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 customer, an electrical panel manufacturer, had a requirement for 2 tons of MS CRCA. The agent confirmed the product specifications and successfully handled the MOQ issue by getting the customer to agree to a 4-ton quantity. The call ended with the agent promising to send a quote, but without a specific timeline.\"}", "error": null, "latency_ms": 41202, "input_tokens": 3378, "output_tokens": 702, "created_at": "2026-09-25 12:12:59", "sentiment": "negative", "sentiment_score": -0.318, "sentiment_confidence": "high", "pos": 0, "neg": 2, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.722, "agent_talk_sec": 29.3, "customer_talk_sec": 11.3, "dead_air_sec": 79.4, "longest_monologue_sec": 7.6, "agent_wpm": 256.0, "interruptions": 0, "agent_turns": 15, "customer_turns": 12, "discovery_qs": 8, "words_agent": 125, "words_customer": 40, "monologue_heavy": 1, "turns": [ { "ucid": "21112178953352291", "idx": 0, "speaker": "customer", "start_s": 5.04, "end_s": 5.53, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178953352291", "idx": 1, "speaker": "agent", "start_s": 5.84, "end_s": 6.24, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178953352291", "idx": 2, "speaker": "agent", "start_s": 6.5, "end_s": 8.24, "text_en": "Yes, Rajesh ji from here, I am speaking from JSW One.", "text_native": "हाँ, राजेश जी यहाँ से, मैं बोल रहा हूँ JSW One से।" }, { "ucid": "21112178953352291", "idx": 3, "speaker": "customer", "start_s": 8.64, "end_s": 9.6, "text_en": "Where are you calling from?", "text_native": "कहाँ से बात कर रहे हैं?" }, { "ucid": "21112178953352291", "idx": 4, "speaker": "agent", "start_s": 9.8, "end_s": 10.41, "text_en": "From JSW One.", "text_native": "JSW One से।" }, { "ucid": "21112178953352291", "idx": 5, "speaker": "customer", "start_s": 10.61, "end_s": 11.34, "text_en": "From Mumbai?", "text_native": "From Mumbai?" }, { "ucid": "21112178953352291", "idx": 6, "speaker": "customer", "start_s": 11.9, "end_s": 12.3, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178953352291", "idx": 7, "speaker": "agent", "start_s": 12.6, "end_s": 17.24, "text_en": "You had registered on our platform, JSW One MSME. Uh and you had also created some requirement.", "text_native": "आपने हमारे प्लैटफॉर्म पे JSW One MSME पे रजिस्टर किया था। अह एंड आपने कुछ रिक्वायरमेंट भी क्रिएट की थी।" }, { "ucid": "21112178953352291", "idx": 8, "speaker": "agent", "start_s": 17.8, "end_s": 20.8, "text_en": "Maybe you had a talk with sir? Did you have a requirement for CR CR sheet?", "text_native": "शायद आपका सर से बात हुआ है क्या? CR CR शीट की रिक्वायरमेंट थी क्या आपको?" }, { "ucid": "21112178953352291", "idx": 9, "speaker": "customer", "start_s": 21.0, "end_s": 21.9, "text_en": "Yes, MS CRCA.", "text_native": "हाँ, MS CRCA." }, { "ucid": "21112178953352291", "idx": 10, "speaker": "agent", "start_s": 22.1, "end_s": 24.3, "text_en": "Yes yes yes, okay. 1.6 1250 2500.", "text_native": "हाँ हाँ हाँ, ओके। 1.6 1250 2500." }, { "ucid": "21112178953352291", "idx": 11, "speaker": "customer", "start_s": 24.6, "end_s": 25.0, "text_en": "Yes.", "text_native": "हाँ जी।" }, { "ucid": "21112178953352291", "idx": 12, "speaker": "agent", "start_s": 25.3, "end_s": 26.6, "text_en": "What is your quantity now?", "text_native": "कितना क्वांटिटी है अभी आपका?" }, { "ucid": "21112178953352291", "idx": 13, "speaker": "customer", "start_s": 27.1, "end_s": 29.9, "text_en": "Sir, I get two tons of material every fifteen days.", "text_native": "सर, मेरी हर पंद्रह दिन में दो टन माल आता है।" }, { "ucid": "21112178953352291", "idx": 14, "speaker": "agent", "start_s": 30.1, "end_s": 33.2, "text_en": "Okay. See, my MOQ is, it's around four tons. Four to five tons.", "text_native": "अच्छा। देखिए मेरा ना MOQ है, वो अराउंड चार टन का है। Four to five tons." }, { "ucid": "21112178953352291", "idx": 15, "speaker": "customer", "start_s": 33.4, "end_s": 34.6, "text_en": "Four tons is not a problem.", "text_native": "चार टन में कोई बात नहीं।" }, { "ucid": "21112178953352291", "idx": 16, "speaker": "agent", "start_s": 35.1, "end_s": 38.5, "text_en": "Okay. Is that alright? I will uh... four or five tons... quote you...", "text_native": "ओके। ठीक है ना? मैं आपको अह four ya five tons आपको कोट..." }, { "ucid": "21112178953352291", "idx": 17, "speaker": "customer", "start_s": 38.5, "end_s": 39.0, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178953352291", "idx": 18, "speaker": "agent", "start_s": 39.0, "end_s": 41.6, "text_en": "Is it for trading or do you do some manufacturing?", "text_native": "ट्रेडिंग का है या फिर कुछ मैन्युफैक्चरिंग करते हैं आप?" }, { "ucid": "21112178953352291", "idx": 19, "speaker": "customer", "start_s": 41.9, "end_s": 42.6, "text_en": "What are you saying?", "text_native": "क्या कह रहे हो?" }, { "ucid": "21112178953352291", "idx": 20, "speaker": "agent", "start_s": 42.9, "end_s": 44.6, "text_en": "Is it for trading or do you do some manufacturing?", "text_native": "ट्रेडिंग का है या फिर कुछ मैन्युफैक्चरिंग करते हैं?" }, { "ucid": "21112178953352291", "idx": 21, "speaker": "customer", "start_s": 44.9, "end_s": 45.9, "text_en": "I do manufacturing.", "text_native": "मैन्युफैक्चरिंग करता हूँ मैं।" }, { "ucid": "21112178953352291", "idx": 22, "speaker": "agent", "start_s": 46.1, "end_s": 46.9, "text_en": "What do you manufacture?", "text_native": "किस चीज़ का मैन्युफैक्चरिंग है?" }, { "ucid": "21112178953352291", "idx": 23, "speaker": "customer", "start_s": 47.1, "end_s": 48.3, "text_en": "Electrical control panel.", "text_native": "Electrical control panel." }, { "ucid": "21112178953352291", "idx": 24, "speaker": "agent", "start_s": 48.9, "end_s": 49.9, "text_en": "Okay okay okay.", "text_native": "ओके ओके ओके।" }, { "ucid": "21112178953352291", "idx": 25, "speaker": "agent", "start_s": 50.9, "end_s": 53.3, "text_en": "Alright. I will quote you, okay? For four tons.", "text_native": "ठीक है। मैं आपको कोट करता हूँ, ठीक है? Four tons का।" }, { "ucid": "21112178953352291", "idx": 26, "speaker": "agent", "start_s": 53.9, "end_s": 54.3, "text_en": "Yeah, yeah.", "text_native": "Yeah, yeah." } ], "steps": [ { "ucid": "21112178953352291", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "You had registered on our platform, JSW One MSME. Uh and you had also created some requirement.", "comment": "Agent correctly referenced the customer's prior action on the platform." }, { "ucid": "21112178953352291", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "partial", "earned": 1.5, "questions_hit": 3, "evidence": "Did you have a requirement for CR CR sheet?... 1.6 1250 2500... What is your quantity now?", "comment": "Agent successfully revalidated product, specs, and quantity but missed delivery location and timeline." }, { "ucid": "21112178953352291", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "partial", "earned": 1.0, "questions_hit": 2, "evidence": "Is it for trading or do you do some manufacturing?... What do you manufacture?", "comment": "Agent identified the end use and monthly consumption (which the customer volunteered) but did not probe for current brands or other discovery points." }, { "ucid": "21112178953352291", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent promised to send a quote but failed to provide a specific timeline for when the customer would receive it." }, { "ucid": "21112178953352291", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Did you have a requirement for CR CR sheet?", "comment": "Agent remained focused on the customer's stated requirement and did not attempt to pitch other products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }