{ "ucid": "21112178954301921", "call_date": "2026-09-16", "start_time": "2026-09-16 12:46:59", "end_time": "2026-09-16 12:48:25", "duration_sec": 86, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA73eb58055d36b7b5cb4c921fe25ac573.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1751, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954301921__DIA73eb58055d36b7b5cb4c921fe25ac573.mp3", "audio_bytes": 181008, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 60.336, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हेलो?)\n[1s] AGENT: Hello? (हेलो?)\n[1s] CUSTOMER: Yes. (हां जी।)\n[2s] AGENT: Uh sir, I am speaking from JSW One. (अह सर JSW One से बात कर रहा हूं मैं।)\n[4s] CUSTOMER: Yes, yes. (हां जी, हां जी।)\n[4s] AGENT: Am I speaking with Gupta ji? (गुप्ता जी से बात हो रही है मेरी?)\n[5s] CUSTOMER: Yes, yes. (हां जी, हां जी।)\n[6s] AGENT: Uh sir, actually you had created a requirement on our portal, for TMT bars. (अह सर एक्चुअली आपने एक रिक्वायरमेंट बनाई थी हमारे पोर्टल पे, TMT bars की।)\n[9s] CUSTOMER: Yes. (हां जी।)\n[10s] AGENT: So sir, I wanted to understand, do you need this for end application, sir? Or like, what is the process, sir? (तो सर मुझे समझना था, ये आपको एंड एप्लीकेशन के लिए चाहिए सर? कि मतलब कैसे क्या प्रोसेस है सर?)\n[13s] CUSTOMER: I didn't understand, sir. (मैं समझा नहीं सर।)\n[14s] AGENT: Do you need this for self-consumption or are you trading, sir? (ये आपको सेल्फ कंसम्पशन के लिए चाहिए कि ट्रेड कर रहे हैं सर आप?)\n[17s] CUSTOMER: No no no, I am a contractor in CPWD. (नहीं नहीं नहीं, मैं ना कॉन्ट्रैक्टर हूं CPWD में।)\n[19s] AGENT: Oh, you are on a contracting basis. (अच्छा आप कॉन्ट्रैक्टिंग बेसिस पे हैं।)\n[20s] CUSTOMER: Yes. (हां।)\n[21s] AGENT: I understood. (समझ गया मैं।)\n[21s] CUSTOMER: Yes. Meaning, you can consider it self-use in a way. (हां जी। मतलब सेल्फ यूज़ ही समझ लो आप एक तरीके से।)\n[24s] AGENT: Understood. And where do you need this material, sir? (समझ गया। और ये जो आपको कहां चाहिए सर मटेरियल?)\n[26s] CUSTOMER: Delhi, Rajghat. (दिल्ली, राजघाट।)\n[28s] CUSTOMER: The memorial of Mahatma Gandhi ji, I need it there. (महात्मा गांधी जी की समाधि है ना, वहां पर चाहिए।)\n[30s] AGENT: Okay. (ठीक है।)\n[31s] AGENT: I'll get it done, sir. I'll get a quotation for this and revert to you, sir. (मैं करवा देता हूं सर, कोटेशन निकलवा देता हूं इसका और आपको रिवर्ट करता हूं सर।)\n[34s] CUSTOMER: Okay, okay. (ठीक है, ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 23, "connected": 1, "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly impact transcription quality.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "23 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]", "pitch_coaching_note": "You must revalidate all key details like quantity, grade, and timeline before promising a quote, otherwise we cannot price the requirement accurately.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a CPWD contractor, confirmed a requirement for TMT bars for a project at Rajghat, Delhi. The agent confirmed the end-use and location but failed to gather critical details like quantity, grade, or timeline. The call ended with the agent promising to revert with a quotation.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, actually you had created a requirement on our portal, for TMT bars.\", \"comment\": \"Agent correctly referenced the customer's action on the portal.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"And where do you need this material, sir?\", \"comment\": \"Only revalidated the delivery location; missed product specs, quantity, and timeline entirely.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Do you need this for self-consumption or are you trading, sir?\", \"comment\": \"Only asked about the end application, missing all other discovery questions like monthly volume or current brands.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll get a quotation for this and revert to you, sir.\", \"comment\": \"Agent committed to a next step (providing a quote) and set a timeline (reverting).\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not perform any unnecessary re-pitching and focused on the customer's inbound request.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must revalidate all key details like quantity, grade, and timeline before promising a quote, otherwise we cannot price the requirement accurately.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"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 customer, a CPWD contractor, confirmed a requirement for TMT bars for a project at Rajghat, Delhi. The agent confirmed the end-use and location but failed to gather critical details like quantity, grade, or timeline. The call ended with the agent promising to revert with a quotation.\"}", "error": null, "latency_ms": 26431, "input_tokens": 3270, "output_tokens": 660, "created_at": "2026-09-25 12:10:40", "sentiment": "positive", "sentiment_score": 0.158, "sentiment_confidence": "high", "pos": 2, "neg": 1, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.611, "agent_talk_sec": 18.4, "customer_talk_sec": 11.7, "dead_air_sec": 55.9, "longest_monologue_sec": 3.2, "agent_wpm": 316.3, "interruptions": 0, "agent_turns": 11, "customer_turns": 12, "discovery_qs": 6, "words_agent": 97, "words_customer": 46, "monologue_heavy": 0, "turns": [ { "ucid": "21112178954301921", "idx": 0, "speaker": "customer", "start_s": 0.21, "end_s": 0.69, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178954301921", "idx": 1, "speaker": "agent", "start_s": 0.96, "end_s": 1.36, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178954301921", "idx": 2, "speaker": "customer", "start_s": 1.49, "end_s": 1.8, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178954301921", "idx": 3, "speaker": "agent", "start_s": 2.06, "end_s": 3.6, "text_en": "Uh sir, I am speaking from JSW One.", "text_native": "अह सर JSW One से बात कर रहा हूं मैं।" }, { "ucid": "21112178954301921", "idx": 4, "speaker": "customer", "start_s": 3.6, "end_s": 4.18, "text_en": "Yes, yes.", "text_native": "हां जी, हां जी।" }, { "ucid": "21112178954301921", "idx": 5, "speaker": "agent", "start_s": 4.21, "end_s": 5.19, "text_en": "Am I speaking with Gupta ji?", "text_native": "गुप्ता जी से बात हो रही है मेरी?" }, { "ucid": "21112178954301921", "idx": 6, "speaker": "customer", "start_s": 5.22, "end_s": 5.8, "text_en": "Yes, yes.", "text_native": "हां जी, हां जी।" }, { "ucid": "21112178954301921", "idx": 7, "speaker": "agent", "start_s": 6.1, "end_s": 9.06, "text_en": "Uh sir, actually you had created a requirement on our portal, for TMT bars.", "text_native": "अह सर एक्चुअली आपने एक रिक्वायरमेंट बनाई थी हमारे पोर्टल पे, TMT bars की।" }, { "ucid": "21112178954301921", "idx": 8, "speaker": "customer", "start_s": 9.12, "end_s": 9.57, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178954301921", "idx": 9, "speaker": "agent", "start_s": 9.88, "end_s": 12.88, "text_en": "So sir, I wanted to understand, do you need this for end application, sir? Or like, what is the process, sir?", "text_native": "तो सर मुझे समझना था, ये आपको एंड एप्लीकेशन के लिए चाहिए सर? कि मतलब कैसे क्या प्रोसेस है सर?" }, { "ucid": "21112178954301921", "idx": 10, "speaker": "customer", "start_s": 13.0, "end_s": 13.98, "text_en": "I didn't understand, sir.", "text_native": "मैं समझा नहीं सर।" }, { "ucid": "21112178954301921", "idx": 11, "speaker": "agent", "start_s": 14.24, "end_s": 16.58, "text_en": "Do you need this for self-consumption or are you trading, sir?", "text_native": "ये आपको सेल्फ कंसम्पशन के लिए चाहिए कि ट्रेड कर रहे हैं सर आप?" }, { "ucid": "21112178954301921", "idx": 12, "speaker": "customer", "start_s": 16.61, "end_s": 18.59, "text_en": "No no no, I am a contractor in CPWD.", "text_native": "नहीं नहीं नहीं, मैं ना कॉन्ट्रैक्टर हूं CPWD में।" }, { "ucid": "21112178954301921", "idx": 13, "speaker": "agent", "start_s": 18.83, "end_s": 20.09, "text_en": "Oh, you are on a contracting basis.", "text_native": "अच्छा आप कॉन्ट्रैक्टिंग बेसिस पे हैं।" }, { "ucid": "21112178954301921", "idx": 14, "speaker": "customer", "start_s": 20.12, "end_s": 20.45, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178954301921", "idx": 15, "speaker": "agent", "start_s": 20.66, "end_s": 21.26, "text_en": "I understood.", "text_native": "समझ गया मैं।" }, { "ucid": "21112178954301921", "idx": 16, "speaker": "customer", "start_s": 21.32, "end_s": 23.57, "text_en": "Yes. Meaning, you can consider it self-use in a way.", "text_native": "हां जी। मतलब सेल्फ यूज़ ही समझ लो आप एक तरीके से।" }, { "ucid": "21112178954301921", "idx": 17, "speaker": "agent", "start_s": 24.26, "end_s": 26.29, "text_en": "Understood. And where do you need this material, sir?", "text_native": "समझ गया। और ये जो आपको कहां चाहिए सर मटेरियल?" }, { "ucid": "21112178954301921", "idx": 18, "speaker": "customer", "start_s": 26.45, "end_s": 27.47, "text_en": "Delhi, Rajghat.", "text_native": "दिल्ली, राजघाट।" }, { "ucid": "21112178954301921", "idx": 19, "speaker": "customer", "start_s": 27.89, "end_s": 29.87, "text_en": "The memorial of Mahatma Gandhi ji, I need it there.", "text_native": "महात्मा गांधी जी की समाधि है ना, वहां पर चाहिए।" }, { "ucid": "21112178954301921", "idx": 20, "speaker": "agent", "start_s": 30.14, "end_s": 30.53, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178954301921", "idx": 21, "speaker": "agent", "start_s": 30.74, "end_s": 33.59, "text_en": "I'll get it done, sir. I'll get a quotation for this and revert to you, sir.", "text_native": "मैं करवा देता हूं सर, कोटेशन निकलवा देता हूं इसका और आपको रिवर्ट करता हूं सर।" }, { "ucid": "21112178954301921", "idx": 22, "speaker": "customer", "start_s": 33.62, "end_s": 34.34, "text_en": "Okay, okay.", "text_native": "ठीक है, ठीक है।" } ], "steps": [ { "ucid": "21112178954301921", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, actually you had created a requirement on our portal, for TMT bars.", "comment": "Agent correctly referenced the customer's action on the portal." }, { "ucid": "21112178954301921", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "And where do you need this material, sir?", "comment": "Only revalidated the delivery location; missed product specs, quantity, and timeline entirely." }, { "ucid": "21112178954301921", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Do you need this for self-consumption or are you trading, sir?", "comment": "Only asked about the end application, missing all other discovery questions like monthly volume or current brands." }, { "ucid": "21112178954301921", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I'll get a quotation for this and revert to you, sir.", "comment": "Agent committed to a next step (providing a quote) and set a timeline (reverting)." }, { "ucid": "21112178954301921", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "", "comment": "Agent did not perform any unnecessary re-pitching and focused on the customer's inbound request." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }