{ "ucid": "21112178953367871", "call_date": "2026-09-16", "start_time": "2026-09-16 10:11:18", "end_time": "2026-09-16 10:12:41", "duration_sec": 83, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "No_requirement", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8fcc3019258ca7aa040dcf12c7668f84.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1800, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953367871__DIA8fcc3019258ca7aa040dcf12c7668f84.mp3", "audio_bytes": 185112, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 61.704, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हॅलो?)\n[2s] AGENT: Uh hello, good morning. Am I talking to Mr. Praveen Kumar?\n[5s] CUSTOMER: Yes sir. (हाँ जी सर।)\n[6s] AGENT: Uh sir, I am Jeevan calling from the JSW One platform. Is it a good time to talk? (अह सर मैं जीवन बात कर रहा हूं JSW One प्लेटफॉर्म से। Is it a good time to talk?)\n[10s] CUSTOMER: Yes, tell me. (हाँ जी, बताइए।)\n[12s] AGENT: Uh sir, you had placed an inquiry here, in the name of Kaira Construction and Trading Company. (अह सर आपने एक inquiry डाला था इधर, Kaira Construction and Trading Company के नाम पे।)\n[16s] CUSTOMER: Yes, yes sir. (हाँ जी, हाँ जी सर।)\n[16s] AGENT: Yes, so so sir what is your requirement for now? Sheet or coil or TMT? (हाँ, तो तो सर आपका क्या requirement अभी के लिए? Sheet या coil या TMT?)\n[21s] CUSTOMER: Sir, I had placed the requirement for cement bags. (सर, requirement तो cement bag के लिए डाला था मैंने।)\n[25s] AGENT: For what? (किसके लिए?)\n[25s] CUSTOMER: For cement bags. PPC. (Cement bag के लिए। PPC।)\n[27s] AGENT: Cement? Okay, alright. The thing is, there is another department for cement. But do you have any TMT, because as of now, we only deal in TMT and sheet here. (Cement? अच्छा, ठीक है। वो क्या है कि cement का एक दूसरा department है। लेकिन आपका कोई TMT, अब क्योंकि हम इधर अभी तो फिलहाल TMT और sheet का ही deal करते हैं।)\n[35s] CUSTOMER: No no, there is no requirement for TMT right now. (नहीं नहीं, TMT की requirement नहीं है अभी हाल फिलहाल में।)\n[37s] AGENT: You don't have it, right? So I'll do one thing sir, your number 9253580607, I will escalate these details to the cement team. Someone will call you from there. (नहीं है ना? तो एक काम करता हूं सर, आपका जो 9253580607, यह जो details है मैं cement team को escalate करता हूं। उधर से आपको कोई call करेगा।)\n[44s] CUSTOMER: Okay sir. (Okay सर।)\n[45s] AGENT: Okay sir. Thank you.\n[47s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "noisy: There is a baby crying loudly in the background on the customer's side throughout the call, which occasionally makes the speech slightly difficult to understand.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 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 submits an inquiry, start by confirming the details they provided, like 'Sir, I see you inquired for X product...'. This shows you've reviewed their request and identifies mismatches faster.", "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": "PPC Cement", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called the customer regarding a platform inquiry. The customer clarified that their requirement was for PPC cement, not steel. The agent explained that they handle steel products but would escalate the inquiry to the correct cement department, which they did before ending the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had placed an inquiry here, in the name of Kaira Construction and Trading Company.\", \"comment\": \"Agent correctly opened by referencing the customer's platform submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked a general question ('what is your requirement?') instead of revalidating the specific details from the customer's inquiry.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Call was correctly terminated after product mismatch was identified, so no discovery questions were asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call was escalated to another team due to product mismatch; no price or timeline for steel was provided.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"But do you have any TMT, because as of now, we only deal in TMT and sheet here.\", \"comment\": \"Agent correctly avoided a generic pitch after identifying the product mismatch, only making a brief and relevant cross-sell attempt.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer submits an inquiry, start by confirming the details they provided, like 'Sir, I see you inquired for X product...'. This shows you've reviewed their request and identifies mismatches faster.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"material_flag\": true, \"material_detected\": \"PPC Cement\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called the customer regarding a platform inquiry. The customer clarified that their requirement was for PPC cement, not steel. The agent explained that they handle steel products but would escalate the inquiry to the correct cement department, which they did before ending the call.\"}", "error": null, "latency_ms": 40479, "input_tokens": 3217, "output_tokens": 659, "created_at": "2026-09-25 12:12:51", "sentiment": "negative", "sentiment_score": -0.529, "sentiment_confidence": "high", "pos": 2, "neg": 17, "lex_hits": 12, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.744, "agent_talk_sec": 29.9, "customer_talk_sec": 10.3, "dead_air_sec": 42.8, "longest_monologue_sec": 7.4, "agent_wpm": 252.8, "interruptions": 0, "agent_turns": 8, "customer_turns": 9, "discovery_qs": 7, "words_agent": 126, "words_customer": 35, "monologue_heavy": 1, "turns": [ { "ucid": "21112178953367871", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178953367871", "idx": 1, "speaker": "agent", "start_s": 1.83, "end_s": 4.56, "text_en": "Uh hello, good morning. Am I talking to Mr. Praveen Kumar?", "text_native": "Uh hello, good morning. Am I talking to Mr. Praveen Kumar?" }, { "ucid": "21112178953367871", "idx": 2, "speaker": "customer", "start_s": 4.8, "end_s": 5.34, "text_en": "Yes sir.", "text_native": "हाँ जी सर।" }, { "ucid": "21112178953367871", "idx": 3, "speaker": "agent", "start_s": 6.24, "end_s": 9.54, "text_en": "Uh sir, I am Jeevan calling from the JSW One platform. Is it a good time to talk?", "text_native": "अह सर मैं जीवन बात कर रहा हूं JSW One प्लेटफॉर्म से। Is it a good time to talk?" }, { "ucid": "21112178953367871", "idx": 4, "speaker": "customer", "start_s": 10.5, "end_s": 11.21, "text_en": "Yes, tell me.", "text_native": "हाँ जी, बताइए।" }, { "ucid": "21112178953367871", "idx": 5, "speaker": "agent", "start_s": 11.53, "end_s": 15.5, "text_en": "Uh sir, you had placed an inquiry here, in the name of Kaira Construction and Trading Company.", "text_native": "अह सर आपने एक inquiry डाला था इधर, Kaira Construction and Trading Company के नाम पे।" }, { "ucid": "21112178953367871", "idx": 6, "speaker": "customer", "start_s": 15.6, "end_s": 16.33, "text_en": "Yes, yes sir.", "text_native": "हाँ जी, हाँ जी सर।" }, { "ucid": "21112178953367871", "idx": 7, "speaker": "agent", "start_s": 16.4, "end_s": 20.2, "text_en": "Yes, so so sir what is your requirement for now? Sheet or coil or TMT?", "text_native": "हाँ, तो तो सर आपका क्या requirement अभी के लिए? Sheet या coil या TMT?" }, { "ucid": "21112178953367871", "idx": 8, "speaker": "customer", "start_s": 20.54, "end_s": 24.0, "text_en": "Sir, I had placed the requirement for cement bags.", "text_native": "सर, requirement तो cement bag के लिए डाला था मैंने।" }, { "ucid": "21112178953367871", "idx": 9, "speaker": "agent", "start_s": 24.56, "end_s": 25.1, "text_en": "For what?", "text_native": "किसके लिए?" }, { "ucid": "21112178953367871", "idx": 10, "speaker": "customer", "start_s": 25.4, "end_s": 27.0, "text_en": "For cement bags. PPC.", "text_native": "Cement bag के लिए। PPC।" }, { "ucid": "21112178953367871", "idx": 11, "speaker": "agent", "start_s": 27.1, "end_s": 34.5, "text_en": "Cement? Okay, alright. The thing is, there is another department for cement. But do you have any TMT, because as of now, we only deal in TMT and sheet here.", "text_native": "Cement? अच्छा, ठीक है। वो क्या है कि cement का एक दूसरा department है। लेकिन आपका कोई TMT, अब क्योंकि हम इधर अभी तो फिलहाल TMT और sheet का ही deal करते हैं।" }, { "ucid": "21112178953367871", "idx": 12, "speaker": "customer", "start_s": 34.6, "end_s": 36.8, "text_en": "No no, there is no requirement for TMT right now.", "text_native": "नहीं नहीं, TMT की requirement नहीं है अभी हाल फिलहाल में।" }, { "ucid": "21112178953367871", "idx": 13, "speaker": "agent", "start_s": 36.8, "end_s": 43.8, "text_en": "You don't have it, right? So I'll do one thing sir, your number 9253580607, I will escalate these details to the cement team. Someone will call you from there.", "text_native": "नहीं है ना? तो एक काम करता हूं सर, आपका जो 9253580607, यह जो details है मैं cement team को escalate करता हूं। उधर से आपको कोई call करेगा।" }, { "ucid": "21112178953367871", "idx": 14, "speaker": "customer", "start_s": 44.2, "end_s": 44.7, "text_en": "Okay sir.", "text_native": "Okay सर।" }, { "ucid": "21112178953367871", "idx": 15, "speaker": "agent", "start_s": 45.0, "end_s": 46.2, "text_en": "Okay sir. Thank you.", "text_native": "Okay sir. Thank you." }, { "ucid": "21112178953367871", "idx": 16, "speaker": "customer", "start_s": 46.8, "end_s": 47.0, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178953367871", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, you had placed an inquiry here, in the name of Kaira Construction and Trading Company.", "comment": "Agent correctly opened by referencing the customer's platform submission." }, { "ucid": "21112178953367871", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked a general question ('what is your requirement?') instead of revalidating the specific details from the customer's inquiry." }, { "ucid": "21112178953367871", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Call was correctly terminated after product mismatch was identified, so no discovery questions were asked." }, { "ucid": "21112178953367871", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Call was escalated to another team due to product mismatch; no price or timeline for steel was provided." }, { "ucid": "21112178953367871", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "But do you have any TMT, because as of now, we only deal in TMT and sheet here.", "comment": "Agent correctly avoided a generic pitch after identifying the product mismatch, only making a brief and relevant cross-sell attempt." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [ "rejection" ] }