{ "ucid": "21112178971296361", "call_date": "2026-09-18", "start_time": "2026-09-18 11:59:23", "end_time": "2026-09-18 12:00:35", "duration_sec": 72, "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/DIA0887e1899923a6c3ce732f4dd8d76228.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1428, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178971296361__DIA0887e1899923a6c3ce732f4dd8d76228.mp3", "audio_bytes": 164592, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 54.864, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello?\n[2s] CUSTOMER: Yeah.\n[3s] AGENT: Nina Prasad Private Limited?\n[4s] CUSTOMER: Yes.\n[5s] AGENT: Uh sir, basically I'm calling from JSW One MSME. I suppose you have shared a requirement for cement.\n[9s] CUSTOMER: Yeah.\n[10s] AGENT: Uh yes sir. So I had called you up in respect to understand, uh you require, do you have any sort of requirement in steel also?\n[15s] CUSTOMER: No, no.\n[16s] AGENT: Okay, so only cement.\n[17s] CUSTOMER: Yeah.\n[18s] AGENT: Okay. And uh what are we into manufacturing or self-consumption?\n[20s] CUSTOMER: Construction, construction. Waterproofing and construction.\n[23s] AGENT: Okay, so you are into construction model.\n[24s] CUSTOMER: Yeah.\n[25s] AGENT: Okay sir, I'll do that. So I'll ask the cement team to connect with you because I am from the steel division. I'll ask the cement team and I'll get back, they'll get back to you sir.\n[32s] CUSTOMER: Okay sir, no issue.\n[33s] AGENT: Perfect. Thank you.\n[33s] CUSTOMER: Okay. Yeah.", "language": "English", "languages": "[\"English\"]", "turn_count": 19, "connected": 1, "audio_notes": "clear", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "19 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": "Your handling of this mis-routed lead was perfect; you correctly identified the customer's need, confirmed their business type, and efficiently routed them to the right team.", "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": 1, "material_detected": "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 contacted a customer who had submitted a requirement for cement. As the agent is from the steel division, they briefly checked for a steel requirement, which the customer denied. The agent then correctly informed the customer that the cement team would contact them to handle their request.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I suppose you have shared a requirement for cement.\", \"comment\": \"Agent correctly acknowledged the customer's submission on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not revalidate any steel specifications as the lead was for cement.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"what are we into manufacturing or self-consumption?\", \"comment\": \"Agent asked one discovery question about the business type before routing the lead.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No price or timeline was discussed as the customer had no steel requirement.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"do you have any sort of requirement in steel also?\", \"comment\": \"Agent made a single, appropriate cross-sell attempt rather than re-pitching the entire platform.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your handling of this mis-routed lead was perfect; you correctly identified the customer's need, confirmed their business type, and efficiently routed them to the right team.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"cement\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer who had submitted a requirement for cement. As the agent is from the steel division, they briefly checked for a steel requirement, which the customer denied. The agent then correctly informed the customer that the cement team would contact them to handle their request.\"}", "error": null, "latency_ms": 43244, "input_tokens": 2951, "output_tokens": 624, "created_at": "2026-09-25 11:57:43", "sentiment": "negative", "sentiment_score": -0.443, "sentiment_confidence": "high", "pos": 2, "neg": 10, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.786, "agent_talk_sec": 22.4, "customer_talk_sec": 6.1, "dead_air_sec": 43.5, "longest_monologue_sec": 6.5, "agent_wpm": 297.3, "interruptions": 0, "agent_turns": 9, "customer_turns": 10, "discovery_qs": 4, "words_agent": 111, "words_customer": 19, "monologue_heavy": 1, "turns": [ { "ucid": "21112178971296361", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178971296361", "idx": 1, "speaker": "agent", "start_s": 1.5, "end_s": 1.96, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178971296361", "idx": 2, "speaker": "customer", "start_s": 2.2, "end_s": 2.5, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178971296361", "idx": 3, "speaker": "agent", "start_s": 2.77, "end_s": 4.0, "text_en": "Nina Prasad Private Limited?", "text_native": "Nina Prasad Private Limited?" }, { "ucid": "21112178971296361", "idx": 4, "speaker": "customer", "start_s": 4.29, "end_s": 4.65, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178971296361", "idx": 5, "speaker": "agent", "start_s": 5.0, "end_s": 9.06, "text_en": "Uh sir, basically I'm calling from JSW One MSME. I suppose you have shared a requirement for cement.", "text_native": "Uh sir, basically I'm calling from JSW One MSME. I suppose you have shared a requirement for cement." }, { "ucid": "21112178971296361", "idx": 6, "speaker": "customer", "start_s": 9.32, "end_s": 9.66, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178971296361", "idx": 7, "speaker": "agent", "start_s": 10.0, "end_s": 14.88, "text_en": "Uh yes sir. So I had called you up in respect to understand, uh you require, do you have any sort of requirement in steel also?", "text_native": "Uh yes sir. So I had called you up in respect to understand, uh you require, do you have any sort of requirement in steel also?" }, { "ucid": "21112178971296361", "idx": 8, "speaker": "customer", "start_s": 15.16, "end_s": 15.68, "text_en": "No, no.", "text_native": "No, no." }, { "ucid": "21112178971296361", "idx": 9, "speaker": "agent", "start_s": 16.0, "end_s": 16.86, "text_en": "Okay, so only cement.", "text_native": "Okay, so only cement." }, { "ucid": "21112178971296361", "idx": 10, "speaker": "customer", "start_s": 17.14, "end_s": 17.44, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178971296361", "idx": 11, "speaker": "agent", "start_s": 17.86, "end_s": 20.24, "text_en": "Okay. And uh what are we into manufacturing or self-consumption?", "text_native": "Okay. And uh what are we into manufacturing or self-consumption?" }, { "ucid": "21112178971296361", "idx": 12, "speaker": "customer", "start_s": 20.3, "end_s": 22.28, "text_en": "Construction, construction. Waterproofing and construction.", "text_native": "Construction, construction. Waterproofing and construction." }, { "ucid": "21112178971296361", "idx": 13, "speaker": "agent", "start_s": 22.56, "end_s": 23.88, "text_en": "Okay, so you are into construction model.", "text_native": "Okay, so you are into construction model." }, { "ucid": "21112178971296361", "idx": 14, "speaker": "customer", "start_s": 24.1, "end_s": 24.4, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178971296361", "idx": 15, "speaker": "agent", "start_s": 24.8, "end_s": 31.28, "text_en": "Okay sir, I'll do that. So I'll ask the cement team to connect with you because I am from the steel division. I'll ask the cement team and I'll get back, they'll get back to you sir.", "text_native": "Okay sir, I'll do that. So I'll ask the cement team to connect with you because I am from the steel division. I'll ask the cement team and I'll get back, they'll get back to you sir." }, { "ucid": "21112178971296361", "idx": 16, "speaker": "customer", "start_s": 31.5, "end_s": 32.3, "text_en": "Okay sir, no issue.", "text_native": "Okay sir, no issue." }, { "ucid": "21112178971296361", "idx": 17, "speaker": "agent", "start_s": 32.54, "end_s": 33.24, "text_en": "Perfect. Thank you.", "text_native": "Perfect. Thank you." }, { "ucid": "21112178971296361", "idx": 18, "speaker": "customer", "start_s": 33.44, "end_s": 34.24, "text_en": "Okay. Yeah.", "text_native": "Okay. Yeah." } ], "steps": [ { "ucid": "21112178971296361", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I suppose you have shared a requirement for cement.", "comment": "Agent correctly acknowledged the customer's submission on the platform." }, { "ucid": "21112178971296361", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not revalidate any steel specifications as the lead was for cement." }, { "ucid": "21112178971296361", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "what are we into manufacturing or self-consumption?", "comment": "Agent asked one discovery question about the business type before routing the lead." }, { "ucid": "21112178971296361", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No price or timeline was discussed as the customer had no steel requirement." }, { "ucid": "21112178971296361", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "do you have any sort of requirement in steel also?", "comment": "Agent made a single, appropriate cross-sell attempt rather than re-pitching the entire platform." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }