{ "ucid": "21112178954315921", "call_date": "2026-09-16", "start_time": "2026-09-16 12:49:19", "end_time": "2026-09-16 12:51:00", "duration_sec": 101, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0bc3249b333165defae78d875dcce7b2.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1750, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954315921__DIA0bc3249b333165defae78d875dcce7b2.mp3", "audio_bytes": 215136, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 71.712, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (हॅलो?)\n[1s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: Saif and Wolf Stamping. (सैफ एंड वुल्फ स्टॅम्पिंग.)\n[4s] AGENT: Yes, go on, go on. (हां बोलिए बोलिए।)\n[4s] AGENT: Sir, I was calling from JSW One. Am I speaking with Mr. Qureshi? (सर JSW One से बात कर रहा था मैं। कुरेशी साहब से बात हो रही है?)\n[7s] CUSTOMER: Yes, tell me. (हां बोलिए ना।)\n[8s] AGENT: Uh sir, are you looking for any requirement in sheet materials etc.? (अ सर कुछ रिक्वायरमेंट में देख रहे है शीट मटेरियल्स वगेरा में?)\n[10s] CUSTOMER: The requirement was that you didn't provide the rate, so I just left it, right? (रिक्वायरमेंट में ये था के तो आप रेट तो प्रोवाइड नहीं किए तो उसके मैंने फिर छोड़ दिया ना आपको।)\n[14s] AGENT: What are you saying, sir? (क्या बोल रहे हो सर?)\n[15s] CUSTOMER: The rate was not provided from your side, right? (रेट प्रोवाइड नहीं हुए ना आपके तरफ से।)\n[16s] AGENT: Sir, that's correct, but your quantity was also only two tons, right sir? So I had told you even then that it's lower than MOQ... (सर बात सही है लेकिन आपकी क्वांटिटी भी दो टन ही थी ना सर। तो वो तो मैंने आपको तब भी बता दिया था कि लोअर देन एम ओ क्यू...)\n[20s] CUSTOMER: That's correct. Now, how it is, the quantity is for that, right? So yours is, if I say, how it is, for you, if I say, brother, one ton, one ton means I will order for different materials together, right? (बात सही है अभी वो तो कैसा है अभी क्वांटिटी उसके हो गई बराबर? तो आपका है मैं बोले तो कैसा है एक तुम्हारे को बोले तो भाई एक टन एक टन बोले तो अलग अलग मटेरियल का मांगूंगा ना एक साथ में।)\n[26s] AGENT: No, I mean, it doesn't work like that, sir. That's the problem, for that. (नहीं मतलब वैसे नहीं होता ना सर, दिक्कत उधर है उसके लिए।)\n[29s] CUSTOMER: No, then you must have someone, I mean, if there is any supplier here, then please get it coordinated with them. (नहीं तो आपको कोई ये होगा, मतलब यहां पर कोई सप्लायर होगा ना तो उससे कोऑर्डिनेट करा दीजिए ना आप।)\n[32s] AGENT: Okay, I'll give it, sir. I'll give your number to the supplier team. If, I mean, any dealer from here is ready to give two, two and a half tons like that, then they will connect with you, sir. (ठीक है मैं दे देता हूं सर। सप्लायर टीम को आपका नंबर दे देता हूं। अगर मतलब कोई डीलर यहां से मतलब वैसे दो ढाई टन देने को रेडी होगा तो वो आपको कनेक्ट कर लेंगे सर।)\n[38s] CUSTOMER: Hm hm. (हम्म हम्म।)\n[38s] AGENT: Okay. Thank you. (ओके। थैंक यू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: Slight background noise on the customer's side, but it does not affect transcription.", "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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "When a customer brings up a past issue like MOQ, acknowledge it, but then try to reset the conversation and execute the pitch structure, especially discovery, to see if anything has changed.", "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 agent reconnected with a customer whose previous inquiry was not served because their required quantity (2 tons) was below MOQ. The customer confirmed their need for small quantities and asked to be connected with a local supplier. The agent correctly explained the policy and agreed to pass the lead to the dealer team as the next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One. Am I speaking with Mr. Qureshi?\", \"comment\": \"Agent successfully opened the call, identified the company and customer, and received implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead opening with a generic question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the conversation was immediately focused on a past MOQ issue.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in sheet materials etc.?\", \"comment\": \"Agent attempted to qualify for a current requirement, but the conversation was blocked by the MOQ issue.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll give your number to the supplier team... they will connect with you, sir.\", \"comment\": \"Agent committed to a clear next step of referring the customer to the dealer network, which was appropriate for the situation.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer brings up a past issue like MOQ, acknowledge it, but then try to reset the conversation and execute the pitch structure, especially discovery, to see if anything has changed.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"if there is any supplier here, then please get it coordinated with them.\", \"response\": \"I'll give your number to the supplier team. If, I mean, any dealer from here is ready to give two, two and a half tons like that, then they will connect with you, sir.\"}], \"call_summary\": \"The agent reconnected with a customer whose previous inquiry was not served because their required quantity (2 tons) was below MOQ. The customer confirmed their need for small quantities and asked to be connected with a local supplier. The agent correctly explained the policy and agreed to pass the lead to the dealer team as the next step.\"}", "error": null, "latency_ms": 45223, "input_tokens": 3290, "output_tokens": 831, "created_at": "2026-09-25 12:10:53", "sentiment": "neutral", "sentiment_score": 0.106, "sentiment_confidence": "high", "pos": 2, "neg": 1, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.508, "agent_talk_sec": 19.7, "customer_talk_sec": 19.1, "dead_air_sec": 62.2, "longest_monologue_sec": 5.0, "agent_wpm": 356.3, "interruptions": 0, "agent_turns": 9, "customer_turns": 8, "discovery_qs": 4, "words_agent": 117, "words_customer": 95, "monologue_heavy": 0, "turns": [ { "ucid": "21112178954315921", "idx": 0, "speaker": "customer", "start_s": 0.2, "end_s": 0.8, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178954315921", "idx": 1, "speaker": "agent", "start_s": 0.9, "end_s": 1.3, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178954315921", "idx": 2, "speaker": "customer", "start_s": 1.7, "end_s": 3.8, "text_en": "Saif and Wolf Stamping.", "text_native": "सैफ एंड वुल्फ स्टॅम्पिंग." }, { "ucid": "21112178954315921", "idx": 3, "speaker": "agent", "start_s": 3.8, "end_s": 4.5, "text_en": "Yes, go on, go on.", "text_native": "हां बोलिए बोलिए।" }, { "ucid": "21112178954315921", "idx": 4, "speaker": "agent", "start_s": 4.5, "end_s": 7.0, "text_en": "Sir, I was calling from JSW One. Am I speaking with Mr. Qureshi?", "text_native": "सर JSW One से बात कर रहा था मैं। कुरेशी साहब से बात हो रही है?" }, { "ucid": "21112178954315921", "idx": 5, "speaker": "customer", "start_s": 7.0, "end_s": 7.8, "text_en": "Yes, tell me.", "text_native": "हां बोलिए ना।" }, { "ucid": "21112178954315921", "idx": 6, "speaker": "agent", "start_s": 7.8, "end_s": 10.0, "text_en": "Uh sir, are you looking for any requirement in sheet materials etc.?", "text_native": "अ सर कुछ रिक्वायरमेंट में देख रहे है शीट मटेरियल्स वगेरा में?" }, { "ucid": "21112178954315921", "idx": 7, "speaker": "customer", "start_s": 10.0, "end_s": 14.0, "text_en": "The requirement was that you didn't provide the rate, so I just left it, right?", "text_native": "रिक्वायरमेंट में ये था के तो आप रेट तो प्रोवाइड नहीं किए तो उसके मैंने फिर छोड़ दिया ना आपको।" }, { "ucid": "21112178954315921", "idx": 8, "speaker": "agent", "start_s": 14.0, "end_s": 14.8, "text_en": "What are you saying, sir?", "text_native": "क्या बोल रहे हो सर?" }, { "ucid": "21112178954315921", "idx": 9, "speaker": "customer", "start_s": 14.8, "end_s": 16.2, "text_en": "The rate was not provided from your side, right?", "text_native": "रेट प्रोवाइड नहीं हुए ना आपके तरफ से।" }, { "ucid": "21112178954315921", "idx": 10, "speaker": "agent", "start_s": 16.2, "end_s": 20.0, "text_en": "Sir, that's correct, but your quantity was also only two tons, right sir? So I had told you even then that it's lower than MOQ...", "text_native": "सर बात सही है लेकिन आपकी क्वांटिटी भी दो टन ही थी ना सर। तो वो तो मैंने आपको तब भी बता दिया था कि लोअर देन एम ओ क्यू..." }, { "ucid": "21112178954315921", "idx": 11, "speaker": "customer", "start_s": 20.0, "end_s": 26.0, "text_en": "That's correct. Now, how it is, the quantity is for that, right? So yours is, if I say, how it is, for you, if I say, brother, one ton, one ton means I will order for different materials together, right?", "text_native": "बात सही है अभी वो तो कैसा है अभी क्वांटिटी उसके हो गई बराबर? तो आपका है मैं बोले तो कैसा है एक तुम्हारे को बोले तो भाई एक टन एक टन बोले तो अलग अलग मटेरियल का मांगूंगा ना एक साथ में।" }, { "ucid": "21112178954315921", "idx": 12, "speaker": "agent", "start_s": 26.0, "end_s": 29.0, "text_en": "No, I mean, it doesn't work like that, sir. That's the problem, for that.", "text_native": "नहीं मतलब वैसे नहीं होता ना सर, दिक्कत उधर है उसके लिए।" }, { "ucid": "21112178954315921", "idx": 13, "speaker": "customer", "start_s": 29.0, "end_s": 32.5, "text_en": "No, then you must have someone, I mean, if there is any supplier here, then please get it coordinated with them.", "text_native": "नहीं तो आपको कोई ये होगा, मतलब यहां पर कोई सप्लायर होगा ना तो उससे कोऑर्डिनेट करा दीजिए ना आप।" }, { "ucid": "21112178954315921", "idx": 14, "speaker": "agent", "start_s": 32.5, "end_s": 37.5, "text_en": "Okay, I'll give it, sir. I'll give your number to the supplier team. If, I mean, any dealer from here is ready to give two, two and a half tons like that, then they will connect with you, sir.", "text_native": "ठीक है मैं दे देता हूं सर। सप्लायर टीम को आपका नंबर दे देता हूं। अगर मतलब कोई डीलर यहां से मतलब वैसे दो ढाई टन देने को रेडी होगा तो वो आपको कनेक्ट कर लेंगे सर।" }, { "ucid": "21112178954315921", "idx": 15, "speaker": "customer", "start_s": 37.5, "end_s": 38.2, "text_en": "Hm hm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178954315921", "idx": 16, "speaker": "agent", "start_s": 38.2, "end_s": 39.5, "text_en": "Okay. Thank you.", "text_native": "ओके। थैंक यू।" } ], "steps": [ { "ucid": "21112178954315921", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, I was calling from JSW One. Am I speaking with Mr. Qureshi?", "comment": "Agent successfully opened the call, identified the company and customer, and received implicit permission to proceed." }, { "ucid": "21112178954315921", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not lead with a supply or price hook, instead opening with a generic question." }, { "ucid": "21112178954315921", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked as the conversation was immediately focused on a past MOQ issue." }, { "ucid": "21112178954315921", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched during the call." }, { "ucid": "21112178954315921", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, are you looking for any requirement in sheet materials etc.?", "comment": "Agent attempted to qualify for a current requirement, but the conversation was blocked by the MOQ issue." }, { "ucid": "21112178954315921", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I'll give your number to the supplier team... they will connect with you, sir.", "comment": "Agent committed to a clear next step of referring the customer to the dealer network, which was appropriate for the situation." } ], "objections": [ { "ucid": "21112178954315921", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "if there is any supplier here, then please get it coordinated with them.", "response": "I'll give your number to the supplier team. If, I mean, any dealer from here is ready to give two, two and a half tons like that, then they will connect with you, sir." } ], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }