{ "ucid": "21112178953783811", "call_date": "2026-09-16", "start_time": "2026-09-16 11:20:38", "end_time": "2026-09-16 11:22:04", "duration_sec": 86, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd86569831ae5353fc8502bd4d194a08c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1781, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953783811__DIAd86569831ae5353fc8502bd4d194a08c.mp3", "audio_bytes": 181656, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 60.552, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes.\n[4s] AGENT: Alpha Tech Audio Private Limited?\n[5s] CUSTOMER: Yes, Rajapratheep speaking. I just raised a request to get the quotation.\n[9s] AGENT: Yeah, so I just wanted to understand one thing, sir. Uh, what is the quantity you're looking for?\n[13s] CUSTOMER: See, uh, right now it's basis the minimal for the qualification purpose and all that. But that decides on the price and all the other factors as well. So, that is the initial like approach. So, if you help me on the quotation, on the volume per se, that would be the next level of discussions. I have to get into...\n[28s] AGENT: No, but because the problem is, because the problem is the pricing totally depends upon the...\n[31s] CUSTOMER: Your voice is breaking, Rohit.\n[33s] AGENT: Am I audible now? Hello? Am I audible?\n[34s] CUSTOMER: No. It's not, the line is not clear. It's very...\n[38s] AGENT: I'm calling you from my personal number. I'm calling you again.", "language": "English", "languages": "[\"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: The agent's line quality degrades towards the end of the call, as noted by the customer.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 turns, clean transcript (0% inaudible)", "band_language": "English", "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 is hesitant to share quantity, first validate the other details you have (product, size) and then explain *why* quantity is needed for an accurate price.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, who had submitted a request online, asked for a quotation. The agent tried to clarify the required quantity, but the customer preferred to get a price first. The agent began to explain that price depends on quantity, but the call was interrupted by a poor connection. The agent promised to call back from a different number, and the call ended.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: I just raised a request to get the quotation.\", \"comment\": \"The customer confirmed they raised the request, and the agent's line of questioning followed from that context.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked for quantity before the call was cut short by a bad line; no other fields were validated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call ended prematurely due to a technical issue.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before pricing or closure could be discussed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Yeah, so I just wanted to understand one thing, sir. Uh, what is the quantity you're looking for?\", \"comment\": \"The agent correctly focused on clarifying the existing request and did not waste time re-pitching the platform.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is hesitant to share quantity, first validate the other details you have (product, size) and then explain *why* quantity is needed for an accurate price.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"if you help me on the quotation, on the volume per se, that would be the next level of discussions.\", \"response\": \"No, but because the problem is, because the problem is the pricing totally depends upon the...\"}], \"call_summary\": \"The customer, who had submitted a request online, asked for a quotation. The agent tried to clarify the required quantity, but the customer preferred to get a price first. The agent began to explain that price depends on quantity, but the call was interrupted by a poor connection. The agent promised to call back from a different number, and the call ended.\"}", "error": null, "latency_ms": 33193, "input_tokens": 2908, "output_tokens": 753, "created_at": "2026-09-25 12:11:59", "sentiment": "negative", "sentiment_score": -0.46, "sentiment_confidence": "high", "pos": 0, "neg": 3, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.354, "agent_talk_sec": 12.8, "customer_talk_sec": 23.4, "dead_air_sec": 49.8, "longest_monologue_sec": 3.6, "agent_wpm": 276.6, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 5, "words_agent": 59, "words_customer": 90, "monologue_heavy": 0, "turns": [ { "ucid": "21112178953783811", "idx": 0, "speaker": "customer", "start_s": 1.01, "end_s": 1.48, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178953783811", "idx": 1, "speaker": "agent", "start_s": 2.1, "end_s": 2.56, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178953783811", "idx": 2, "speaker": "customer", "start_s": 2.9, "end_s": 3.2, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178953783811", "idx": 3, "speaker": "agent", "start_s": 3.57, "end_s": 5.08, "text_en": "Alpha Tech Audio Private Limited?", "text_native": "Alpha Tech Audio Private Limited?" }, { "ucid": "21112178953783811", "idx": 4, "speaker": "customer", "start_s": 5.46, "end_s": 8.6, "text_en": "Yes, Rajapratheep speaking. I just raised a request to get the quotation.", "text_native": "Yes, Rajapratheep speaking. I just raised a request to get the quotation." }, { "ucid": "21112178953783811", "idx": 5, "speaker": "agent", "start_s": 8.9, "end_s": 12.5, "text_en": "Yeah, so I just wanted to understand one thing, sir. Uh, what is the quantity you're looking for?", "text_native": "Yeah, so I just wanted to understand one thing, sir. Uh, what is the quantity you're looking for?" }, { "ucid": "21112178953783811", "idx": 6, "speaker": "customer", "start_s": 13.0, "end_s": 28.0, "text_en": "See, uh, right now it's basis the minimal for the qualification purpose and all that. But that decides on the price and all the other factors as well. So, that is the initial like approach. So, if you help me on the quotation, on the volume per se, that would be the next level of discussions. I have to get into...", "text_native": "See, uh, right now it's basis the minimal for the qualification purpose and all that. But that decides on the price and all the other factors as well. So, that is the initial like approach. So, if you help me on the quotation, on the volume per se, that would be the next level of discussions. I have to get into..." }, { "ucid": "21112178953783811", "idx": 7, "speaker": "agent", "start_s": 28.0, "end_s": 31.0, "text_en": "No, but because the problem is, because the problem is the pricing totally depends upon the...", "text_native": "No, but because the problem is, because the problem is the pricing totally depends upon the..." }, { "ucid": "21112178953783811", "idx": 8, "speaker": "customer", "start_s": 31.0, "end_s": 32.5, "text_en": "Your voice is breaking, Rohit.", "text_native": "Your voice is breaking, Rohit." }, { "ucid": "21112178953783811", "idx": 9, "speaker": "agent", "start_s": 32.8, "end_s": 34.5, "text_en": "Am I audible now? Hello? Am I audible?", "text_native": "Am I audible now? Hello? Am I audible?" }, { "ucid": "21112178953783811", "idx": 10, "speaker": "customer", "start_s": 34.5, "end_s": 37.5, "text_en": "No. It's not, the line is not clear. It's very...", "text_native": "No. It's not, the line is not clear. It's very..." }, { "ucid": "21112178953783811", "idx": 11, "speaker": "agent", "start_s": 37.5, "end_s": 40.0, "text_en": "I'm calling you from my personal number. I'm calling you again.", "text_native": "I'm calling you from my personal number. I'm calling you again." } ], "steps": [ { "ucid": "21112178953783811", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "CUSTOMER: I just raised a request to get the quotation.", "comment": "The customer confirmed they raised the request, and the agent's line of questioning followed from that context." }, { "ucid": "21112178953783811", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only asked for quantity before the call was cut short by a bad line; no other fields were validated." }, { "ucid": "21112178953783811", "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 as the call ended prematurely due to a technical issue." }, { "ucid": "21112178953783811", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before pricing or closure could be discussed." }, { "ucid": "21112178953783811", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: Yeah, so I just wanted to understand one thing, sir. Uh, what is the quantity you're looking for?", "comment": "The agent correctly focused on clarifying the existing request and did not waste time re-pitching the platform." } ], "objections": [ { "ucid": "21112178953783811", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "if you help me on the quotation, on the volume per se, that would be the next level of discussions.", "response": "No, but because the problem is, because the problem is the pricing totally depends upon the..." } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }