{ "ucid": "21112178961965011", "call_date": "2026-09-17", "start_time": "2026-09-17 10:04:10", "end_time": "2026-09-17 10:05:30", "duration_sec": 80, "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/DIA08f134787992ca96d1efb936b13d8b62.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1676, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178961965011__DIA08f134787992ca96d1efb936b13d8b62.mp3", "audio_bytes": 129168, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 43.056, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[6s] CUSTOMER: Yes. (हां।)\n[7s] AGENT: Balkrishna Cold Storage? (બાલકૃષ્ણ કોલ્ડ સ્ટોરેજ?)\n[9s] CUSTOMER: Yes.\n[9s] AGENT: Uh, sir, I am speaking from JSW One, Jindal Steel Works. (અ, સર, મેં JSW One થી વાત કરું છું, જિંદાલ સ્ટીલ વર્ક્સ.)\n[12s] CUSTOMER: Yes, tell me. (हां, बोलिए।)\n[13s] AGENT: Uh, sir, actually you had created an inquiry on our portal for TMT bars and cement. So, I just wanted to understand, do you want to take cement on priority or TMT bars, sir? (अ, सर, एक्चुअली आपने एक इन्क्वायरी बनाई थी हमारे पोर्टल पे फॉर TMT बार्स एंड सीमेंट। सो, आई जस्ट वांटेड टू अंडरस्टैंड आपको मतलब सीमेंट प्रायोरिटी पे लेना है कि TMT बार्स, सर?)\n[21s] CUSTOMER: Uh, both are on priority for me. But first, you confirm the rates for me, after that I can take this forward. (अ, मेरा दोनों प्रायोरिटी पे ही है। पर मेरेको पहले रेट्स कन्फर्म करोगे उसके बाद I can take this forward.)\n[26s] AGENT: Okay sir, I'll do one thing. I'll tell the cement team, I'll tell the construct team to connect with you, will that work? (ठीक है सर, मैं एक काम करता हूं। मैं सीमेंट टीम को बोलता हूं, कंस्ट्रक्ट टीम को बोलता हूं आपसे कनेक्ट करने के लिए, चलेगा?)\n[30s] CUSTOMER: Yes. (हां।)\n[31s] AGENT: Okay.", "language": "Gujarati", "languages": "[\"Gujarati\", \"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: Some light background noise is present but does not impede transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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 asks for price upfront, instead of immediately handing off the call, first try to gather the minimum details needed (like quantity and location) to provide a quote.", "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, Balkrishna Cold Storage, responded to a call regarding their platform inquiry for TMT and cement. The customer immediately requested rates before proceeding. The agent did not attempt discovery or pricing, and instead arranged for the respective cement and construction teams to contact the customer, to which the customer agreed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, sir, actually you had created an inquiry on our portal for TMT bars and cement.\", \"comment\": \"The agent correctly referenced the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not revalidate any specific fields like quantity, location, or timeline, moving directly to a priority question.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions about the customer's business, usage, or procurement.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"When the customer asked for price, the agent did not provide a price, a timeline for a price, or attempt to close; he deflected the request to other teams.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, sir, actually you had created an inquiry on our portal for TMT bars and cement.\", \"comment\": \"The agent did not re-pitch the portfolio and correctly acknowledged the customer's existing platform submission.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for price upfront, instead of immediately handing off the call, first try to gather the minimum details needed (like quantity and location) to provide a quote.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"But first, you confirm the rates for me, after that I can take this forward.\", \"response\": \"Okay sir, I'll do one thing. I'll tell the cement team, I'll tell the construct team to connect with you, will that work?\"}], \"call_summary\": \"The customer, Balkrishna Cold Storage, responded to a call regarding their platform inquiry for TMT and cement. The customer immediately requested rates before proceeding. The agent did not attempt discovery or pricing, and instead arranged for the respective cement and construction teams to contact the customer, to which the customer agreed.\"}", "error": null, "latency_ms": 28555, "input_tokens": 3021, "output_tokens": 779, "created_at": "2026-09-25 12:07:39", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.736, "agent_talk_sec": 16.2, "customer_talk_sec": 5.8, "dead_air_sec": 58.0, "longest_monologue_sec": 7.7, "agent_wpm": 270.4, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 3, "words_agent": 73, "words_customer": 29, "monologue_heavy": 1, "turns": [ { "ucid": "21112178961965011", "idx": 0, "speaker": "customer", "start_s": 4.8, "end_s": 5.2, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178961965011", "idx": 1, "speaker": "agent", "start_s": 5.5, "end_s": 5.9, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178961965011", "idx": 2, "speaker": "customer", "start_s": 6.3, "end_s": 6.5, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178961965011", "idx": 3, "speaker": "agent", "start_s": 7.0, "end_s": 8.2, "text_en": "Balkrishna Cold Storage?", "text_native": "બાલકૃષ્ણ કોલ્ડ સ્ટોરેજ?" }, { "ucid": "21112178961965011", "idx": 4, "speaker": "customer", "start_s": 8.6, "end_s": 8.9, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178961965011", "idx": 5, "speaker": "agent", "start_s": 9.3, "end_s": 11.8, "text_en": "Uh, sir, I am speaking from JSW One, Jindal Steel Works.", "text_native": "અ, સર, મેં JSW One થી વાત કરું છું, જિંદાલ સ્ટીલ વર્ક્સ." }, { "ucid": "21112178961965011", "idx": 6, "speaker": "customer", "start_s": 12.0, "end_s": 12.5, "text_en": "Yes, tell me.", "text_native": "हां, बोलिए।" }, { "ucid": "21112178961965011", "idx": 7, "speaker": "agent", "start_s": 13.1, "end_s": 20.8, "text_en": "Uh, sir, actually you had created an inquiry on our portal for TMT bars and cement. So, I just wanted to understand, do you want to take cement on priority or TMT bars, sir?", "text_native": "अ, सर, एक्चुअली आपने एक इन्क्वायरी बनाई थी हमारे पोर्टल पे फॉर TMT बार्स एंड सीमेंट। सो, आई जस्ट वांटेड टू अंडरस्टैंड आपको मतलब सीमेंट प्रायोरिटी पे लेना है कि TMT बार्स, सर?" }, { "ucid": "21112178961965011", "idx": 8, "speaker": "customer", "start_s": 21.3, "end_s": 25.5, "text_en": "Uh, both are on priority for me. But first, you confirm the rates for me, after that I can take this forward.", "text_native": "अ, मेरा दोनों प्रायोरिटी पे ही है। पर मेरेको पहले रेट्स कन्फर्म करोगे उसके बाद I can take this forward." }, { "ucid": "21112178961965011", "idx": 9, "speaker": "agent", "start_s": 25.9, "end_s": 29.9, "text_en": "Okay sir, I'll do one thing. I'll tell the cement team, I'll tell the construct team to connect with you, will that work?", "text_native": "ठीक है सर, मैं एक काम करता हूं। मैं सीमेंट टीम को बोलता हूं, कंस्ट्रक्ट टीम को बोलता हूं आपसे कनेक्ट करने के लिए, चलेगा?" }, { "ucid": "21112178961965011", "idx": 10, "speaker": "customer", "start_s": 30.3, "end_s": 30.5, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178961965011", "idx": 11, "speaker": "agent", "start_s": 31.0, "end_s": 31.4, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178961965011", "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 an inquiry on our portal for TMT bars and cement.", "comment": "The agent correctly referenced the customer's platform inquiry at the start of the call." }, { "ucid": "21112178961965011", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not revalidate any specific fields like quantity, location, or timeline, moving directly to a priority question." }, { "ucid": "21112178961965011", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the required discovery questions about the customer's business, usage, or procurement." }, { "ucid": "21112178961965011", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "When the customer asked for price, the agent did not provide a price, a timeline for a price, or attempt to close; he deflected the request to other teams." }, { "ucid": "21112178961965011", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh, sir, actually you had created an inquiry on our portal for TMT bars and cement.", "comment": "The agent did not re-pitch the portfolio and correctly acknowledged the customer's existing platform submission." } ], "objections": [ { "ucid": "21112178961965011", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "But first, you confirm the rates for me, after that I can take this forward.", "response": "Okay sir, I'll do one thing. I'll tell the cement team, I'll tell the construct team to connect with you, will that work?" } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }