{ "ucid": "21112178972135281", "call_date": "2026-09-18", "start_time": "2026-09-18 14:19:12", "end_time": "2026-09-18 14:20:34", "duration_sec": 82, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa0f74e411c9f8d4cd0fc3fc9c127e37f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1410, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972135281__DIAa0f74e411c9f8d4cd0fc3fc9c127e37f.mp3", "audio_bytes": 198720, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 66.24, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Yes, who? (हाँ कौन?)\n[2s] AGENT: Yes, I'm speaking from JSW One. (हाँ बोल रहा हूँ JSW One से।)\n[4s] CUSTOMER: Yes.\n[4s] AGENT: Sir, good afternoon, Sudhir speaking, from JSW One MSME. (सर, good afternoon, सुधीर बोल रहा हूँ, JSW One MSME से।)\n[7s] CUSTOMER: Yes, good afternoon, tell me. (जी, good afternoon, बोलिए।)\n[8s] AGENT: Yes sir, your company was registered, a requirement also came from your end to us, sir. (जी सर, ये आपका कंपनी रजिस्टर हुआ था, आपके एंड से एक requirement भी आई थी सर हमारे।)\n[11s] CUSTOMER: Yes, I had done that for a rate inquiry. (हाँ, वो rate inquiry के लिए मैंने किया था।)\n[13s] AGENT: What do you do, sir? What is your nature of business? (क्या करते हो सर? आपका nature of business क्या है?)\n[15s] CUSTOMER: Ours is a construction supply business, so there is work for wire rod. (हमारा वो construction supply का काम है, तो wire rod का काम होता है।)\n[18s] AGENT: Okay, where do you use it, I mean, this our wire rod in construction? (ओके, कहाँ पे use करते हैं मतलब ये हमारा wire rod construction में?)\n[20s] CUSTOMER: Sorry, I can't hear you, what are you saying? (Sorry, आवाज़ नहीं आ रही, क्या बोल रहे हो?)\n[21s] AGENT: The requirement you have given for wire rod, (जो wire rod का आपने requirement दिया है,)\n[22s] CUSTOMER: Wire rod means that binding wire that comes, right? (Wire rod मतलब वो binding wire आता है वही ना?)\n[24s] AGENT: So, binding wire is different, isn't it? (तो binding wire अलग होता है ना।)\n[26s] CUSTOMER: The binding wire you are talking about comes with TMT, sir. (Binding wire आप जो बोल रहे हो वो TMT के साथ आता है सर।)\n[28s] AGENT: Okay, this which is called HB wire, yes, that is made of wire rod. (Okay, ये जो HB wire बोलते हैं, हाँ, वो wire rod का बना है।)\n[30s] CUSTOMER: Okay, so there was a small mistake in the inquiry. (Okay, तो थोड़ी inquiry में गलती हो गई।)\n[31s] AGENT: You need bending wire? (आपको bending wire चाहिए?)\n[32s] CUSTOMER: Yes, do you have binding wire? (हाँ, binding wire होता है?)\n[34s] AGENT: Uh sir, that comes with TMT, we don't supply it like that. (अह सर, वो तो TMT के साथ आता है, ऐसा supply नहीं करते हम।)\n[36s] CUSTOMER: Okay, so sorry, it was a wrong inquiry by mistake. (Okay, तो sorry वो गलती से wrong inquiry हो गई।)\n[38s] AGENT: Okay, okay, no problem. (ठीक है, ठीक है, कोई बात नहीं।)\n[39s] CUSTOMER: Okay sir, okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: The call is heavily code-mixed with English technical terms.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 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": 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": "Good job clarifying the product need early; next time, even on a mismatched lead, try to complete the revalidation and discovery steps to gather full information.", "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": "binding wire", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "spec_not_available", "supply_details": "Customer required binding wire, which the agent stated is only supplied with TMT, not as a standalone product.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer submitted an inquiry for wire rod but clarified on the call that they actually needed binding wire for their construction supply business. The agent correctly identified that JSW One does not supply binding wire as a standalone product. The call was professionally closed due to this product mismatch.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, your company was registered, a requirement also came from your end to us, sir.\", \"comment\": \"The agent correctly acknowledged the customer's inbound requirement from the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended after a product mismatch was identified, so no revalidation of quantity, location, or timeline occurred.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What do you do, sir? What is your nature of business?\", \"comment\": \"The agent asked about the nature of business, but the call ended on a product mismatch before other discovery questions could be asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was closed due to a product mismatch, so no price or timeline could be offered.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, that comes with TMT, we don't supply it like that.\", \"comment\": \"The agent correctly identified the product mismatch and did not attempt to pitch other irrelevant products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Good job clarifying the product need early; next time, even on a mismatched lead, try to complete the revalidation and discovery steps to gather full information.\", \"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\": \"binding wire\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer required binding wire, which the agent stated is only supplied with TMT, not as a standalone product.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer submitted an inquiry for wire rod but clarified on the call that they actually needed binding wire for their construction supply business. The agent correctly identified that JSW One does not supply binding wire as a standalone product. The call was professionally closed due to this product mismatch.\"}", "error": null, "latency_ms": 34523, "input_tokens": 3377, "output_tokens": 692, "created_at": "2026-09-25 11:56:41", "sentiment": "negative", "sentiment_score": -0.343, "sentiment_confidence": "high", "pos": 4, "neg": 12, "lex_hits": 17, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.561, "agent_talk_sec": 20.3, "customer_talk_sec": 15.9, "dead_air_sec": 45.8, "longest_monologue_sec": 2.8, "agent_wpm": 313.3, "interruptions": 0, "agent_turns": 12, "customer_turns": 12, "discovery_qs": 5, "words_agent": 106, "words_customer": 88, "monologue_heavy": 0, "turns": [ { "ucid": "21112178972135281", "idx": 0, "speaker": "agent", "start_s": 0.0, "end_s": 0.5, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178972135281", "idx": 1, "speaker": "customer", "start_s": 0.89, "end_s": 1.39, "text_en": "Yes, who?", "text_native": "हाँ कौन?" }, { "ucid": "21112178972135281", "idx": 2, "speaker": "agent", "start_s": 1.59, "end_s": 3.59, "text_en": "Yes, I'm speaking from JSW One.", "text_native": "हाँ बोल रहा हूँ JSW One से।" }, { "ucid": "21112178972135281", "idx": 3, "speaker": "customer", "start_s": 3.8, "end_s": 4.1, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178972135281", "idx": 4, "speaker": "agent", "start_s": 4.5, "end_s": 7.0, "text_en": "Sir, good afternoon, Sudhir speaking, from JSW One MSME.", "text_native": "सर, good afternoon, सुधीर बोल रहा हूँ, JSW One MSME से।" }, { "ucid": "21112178972135281", "idx": 5, "speaker": "customer", "start_s": 7.2, "end_s": 8.3, "text_en": "Yes, good afternoon, tell me.", "text_native": "जी, good afternoon, बोलिए।" }, { "ucid": "21112178972135281", "idx": 6, "speaker": "agent", "start_s": 8.4, "end_s": 11.2, "text_en": "Yes sir, your company was registered, a requirement also came from your end to us, sir.", "text_native": "जी सर, ये आपका कंपनी रजिस्टर हुआ था, आपके एंड से एक requirement भी आई थी सर हमारे।" }, { "ucid": "21112178972135281", "idx": 7, "speaker": "customer", "start_s": 11.4, "end_s": 12.8, "text_en": "Yes, I had done that for a rate inquiry.", "text_native": "हाँ, वो rate inquiry के लिए मैंने किया था।" }, { "ucid": "21112178972135281", "idx": 8, "speaker": "agent", "start_s": 13.1, "end_s": 14.8, "text_en": "What do you do, sir? What is your nature of business?", "text_native": "क्या करते हो सर? आपका nature of business क्या है?" }, { "ucid": "21112178972135281", "idx": 9, "speaker": "customer", "start_s": 14.9, "end_s": 17.5, "text_en": "Ours is a construction supply business, so there is work for wire rod.", "text_native": "हमारा वो construction supply का काम है, तो wire rod का काम होता है।" }, { "ucid": "21112178972135281", "idx": 10, "speaker": "agent", "start_s": 17.8, "end_s": 20.0, "text_en": "Okay, where do you use it, I mean, this our wire rod in construction?", "text_native": "ओके, कहाँ पे use करते हैं मतलब ये हमारा wire rod construction में?" }, { "ucid": "21112178972135281", "idx": 11, "speaker": "customer", "start_s": 20.0, "end_s": 21.2, "text_en": "Sorry, I can't hear you, what are you saying?", "text_native": "Sorry, आवाज़ नहीं आ रही, क्या बोल रहे हो?" }, { "ucid": "21112178972135281", "idx": 12, "speaker": "agent", "start_s": 21.3, "end_s": 22.5, "text_en": "The requirement you have given for wire rod,", "text_native": "जो wire rod का आपने requirement दिया है," }, { "ucid": "21112178972135281", "idx": 13, "speaker": "customer", "start_s": 22.5, "end_s": 24.2, "text_en": "Wire rod means that binding wire that comes, right?", "text_native": "Wire rod मतलब वो binding wire आता है वही ना?" }, { "ucid": "21112178972135281", "idx": 14, "speaker": "agent", "start_s": 24.5, "end_s": 25.5, "text_en": "So, binding wire is different, isn't it?", "text_native": "तो binding wire अलग होता है ना।" }, { "ucid": "21112178972135281", "idx": 15, "speaker": "customer", "start_s": 25.5, "end_s": 27.5, "text_en": "The binding wire you are talking about comes with TMT, sir.", "text_native": "Binding wire आप जो बोल रहे हो वो TMT के साथ आता है सर।" }, { "ucid": "21112178972135281", "idx": 16, "speaker": "agent", "start_s": 27.6, "end_s": 29.5, "text_en": "Okay, this which is called HB wire, yes, that is made of wire rod.", "text_native": "Okay, ये जो HB wire बोलते हैं, हाँ, वो wire rod का बना है।" }, { "ucid": "21112178972135281", "idx": 17, "speaker": "customer", "start_s": 29.6, "end_s": 31.2, "text_en": "Okay, so there was a small mistake in the inquiry.", "text_native": "Okay, तो थोड़ी inquiry में गलती हो गई।" }, { "ucid": "21112178972135281", "idx": 18, "speaker": "agent", "start_s": 31.3, "end_s": 32.2, "text_en": "You need bending wire?", "text_native": "आपको bending wire चाहिए?" }, { "ucid": "21112178972135281", "idx": 19, "speaker": "customer", "start_s": 32.3, "end_s": 33.2, "text_en": "Yes, do you have binding wire?", "text_native": "हाँ, binding wire होता है?" }, { "ucid": "21112178972135281", "idx": 20, "speaker": "agent", "start_s": 33.5, "end_s": 36.0, "text_en": "Uh sir, that comes with TMT, we don't supply it like that.", "text_native": "अह सर, वो तो TMT के साथ आता है, ऐसा supply नहीं करते हम।" }, { "ucid": "21112178972135281", "idx": 21, "speaker": "customer", "start_s": 36.2, "end_s": 38.0, "text_en": "Okay, so sorry, it was a wrong inquiry by mistake.", "text_native": "Okay, तो sorry वो गलती से wrong inquiry हो गई।" }, { "ucid": "21112178972135281", "idx": 22, "speaker": "agent", "start_s": 38.1, "end_s": 39.2, "text_en": "Okay, okay, no problem.", "text_native": "ठीक है, ठीक है, कोई बात नहीं।" }, { "ucid": "21112178972135281", "idx": 23, "speaker": "customer", "start_s": 39.2, "end_s": 40.0, "text_en": "Okay sir, okay.", "text_native": "Okay sir, okay." } ], "steps": [ { "ucid": "21112178972135281", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes sir, your company was registered, a requirement also came from your end to us, sir.", "comment": "The agent correctly acknowledged the customer's inbound requirement from the platform." }, { "ucid": "21112178972135281", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended after a product mismatch was identified, so no revalidation of quantity, location, or timeline occurred." }, { "ucid": "21112178972135281", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "What do you do, sir? What is your nature of business?", "comment": "The agent asked about the nature of business, but the call ended on a product mismatch before other discovery questions could be asked." }, { "ucid": "21112178972135281", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was closed due to a product mismatch, so no price or timeline could be offered." }, { "ucid": "21112178972135281", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh sir, that comes with TMT, we don't supply it like that.", "comment": "The agent correctly identified the product mismatch and did not attempt to pitch other irrelevant products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }