{ "ucid": "21112178980085611", "call_date": "2026-09-19", "start_time": "2026-09-19 12:24:16", "end_time": "2026-09-19 12:25:55", "duration_sec": 99, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9e21c1975d30c0a40542178fec0db633.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1326, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178980085611__DIA9e21c1975d30c0a40542178fec0db633.mp3", "audio_bytes": 220104, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 73.368, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो)\n[2s] AGENT: Hello. (हॅलो)\n[3s] CUSTOMER: Yes, hello. (हां हॅलो)\n[4s] AGENT: Bhosle Foods? (भोसले फूड्स?)\n[5s] CUSTOMER: Yes. (हां.)\n[6s] AGENT: Is this Karan Bhosle speaking? (करण भोसले बोलताय का?)\n[7s] CUSTOMER: Yes, speak, speak. (हां बोलिए, बोला.)\n[8s] AGENT: This is Sudeep speaking, sir, from JSW One MSME, Jindal Steel. Your company was registered, sir, on our portal for Kolhapur. I had called you regarding steel purchase. So, I feel you have also created an inquiry in our system for cement. So when are you planning to buy it? Because, to be very precise, I look after the steel segment. The cement department is separate. So, what exactly do you need now? (सुदीप बोलतोय सर JSW One MSME मधनं, जिंदाल स्टील. की तुमची कंपनी रजिस्टर्ड झाली होती सर पोर्टलवर आपल्या कोल्हापूरसाठी. स्टील परचेस संदर्भात फोन केला होता तुम्हाला. तर तुम्ही आय फील सो इन्क्वायरी पण बनवली आहे आमच्या सिस्टममध्ये सिमेंटसाठी. तर कधी प्लॅनिंग करताय आपण घ्यायचं कारण की टू बी व्हेरी प्रिसाइज मी स्टील सेगमेंट बघतो. सिमेंट डिपार्टमेंट वेगळा आहे. तर मी आता एक्झॅक्टली काय लागतंय आपल्याला?)\n[21s] CUSTOMER: Will I get the rates, I mean, MM wise? (रेट कळतील का मला म्हणजे एम एम वाईज?)\n[23s] AGENT: You need MM wise rates. (एम एम वाईज रेट पाहिजे.)\n[25s] CUSTOMER: Yes, I mean the rate... send me a tentative standard rate. (हां म्हणजे रेट... एक टेंटेटिव्ह स्टॅंडर्ड रेट पाठवा मला.)\n[28s] AGENT: Okay, fine. What I'll do is, in the cement team, there is a Soumya madam, I will tell her to connect with you, she will call. What do you do, sir? I mean, is this material of yours for some construction or something? (बरं ठीक आहे. मी काय करतो, सिमेंट टीममध्ये सौम्या मॅडम म्हणून आहेत, त्यांना सांगतो तुमच्याशी कनेक्ट करायला, ते करतील फोन. काय करता आपण सर म्हणजे हे मटेरियल आपलं काय कन्स्ट्रक्शन वगैरे होतं का?)\n[34s] CUSTOMER: We need it for construction only. (कन्स्ट्रक्शनसाठीच पाहिजे आम्हाला.)\n[36s] AGENT: Okay. Is it a residential building or are you doing it for a factory? (ठीक आहे. कोणतं रेसिडेन्शियल बिल्डिंग आहे की फॅक्टरीचं करता तुम्ही?)\n[38s] CUSTOMER: No, it's commercial shops. (का नाही, कमर्शियल शॉप्स आहेत.)\n[40s] AGENT: Commercial shop. Okay, okay, fine sir, will do. Yes. (कमर्शियल शॉप. ओके, ओके, ठीक आहे सर, चालेल. हा.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: The customer briefly uses a Hindi word ('boliye') in an otherwise Marathi sentence.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 turns, clean transcript (0% inaudible)", "band_language": "Marathi", "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": "This was a good hand-off, but try to gather more intelligence for the next team; asking for the required quantity and project timeline would have made the lead much warmer for your colleague.", "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": "cement", "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who had inquired about cement via the portal. Discovering he was a steel specialist, the agent confirmed the customer's end-use was construction for commercial shops. He then correctly arranged a hand-off to the cement department for pricing and follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your company was registered, sir, on our portal for Kolhapur. I had called you regarding steel purchase. So, I feel you have also created an inquiry in our system for cement.\", \"comment\": \"Agent correctly referenced both the portal registration and the specific product inquiry.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"when are you planning to buy it?\", \"comment\": \"Agent only asked about timeline; no other details like quantity or specific grade were revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"is this material of yours for some construction or something?\", \"comment\": \"Agent only asked about the end application and did not probe for monthly requirement, brands, or other discovery points.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"in the cement team, there is a Soumya madam, I will tell her to connect with you, she will call.\", \"comment\": \"As the agent could not provide a price, he set a clear next step and timeline for a price revert from the correct team.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent correctly identified he was in the wrong department for the customer's need and did not attempt to pitch his own products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"This was a good hand-off, but try to gather more intelligence for the next team; asking for the required quantity and project timeline would have made the lead much warmer for your colleague.\", \"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\": \"cement\", \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer who had inquired about cement via the portal. Discovering he was a steel specialist, the agent confirmed the customer's end-use was construction for commercial shops. He then correctly arranged a hand-off to the cement department for pricing and follow-up.\"}", "error": null, "latency_ms": 35283, "input_tokens": 3329, "output_tokens": 711, "created_at": "2026-09-25 11:52:38", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.728, "agent_talk_sec": 25.7, "customer_talk_sec": 9.6, "dead_air_sec": 63.7, "longest_monologue_sec": 12.1, "agent_wpm": 354.9, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 7, "words_agent": 152, "words_customer": 37, "monologue_heavy": 1, "turns": [ { "ucid": "21112178980085611", "idx": 0, "speaker": "customer", "start_s": 0.68, "end_s": 1.13, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178980085611", "idx": 1, "speaker": "agent", "start_s": 2.1, "end_s": 2.53, "text_en": "Hello.", "text_native": "हॅलो" }, { "ucid": "21112178980085611", "idx": 2, "speaker": "customer", "start_s": 3.0, "end_s": 3.53, "text_en": "Yes, hello.", "text_native": "हां हॅलो" }, { "ucid": "21112178980085611", "idx": 3, "speaker": "agent", "start_s": 3.93, "end_s": 4.7, "text_en": "Bhosle Foods?", "text_native": "भोसले फूड्स?" }, { "ucid": "21112178980085611", "idx": 4, "speaker": "customer", "start_s": 5.0, "end_s": 5.27, "text_en": "Yes.", "text_native": "हां." }, { "ucid": "21112178980085611", "idx": 5, "speaker": "agent", "start_s": 5.67, "end_s": 6.7, "text_en": "Is this Karan Bhosle speaking?", "text_native": "करण भोसले बोलताय का?" }, { "ucid": "21112178980085611", "idx": 6, "speaker": "customer", "start_s": 6.97, "end_s": 7.77, "text_en": "Yes, speak, speak.", "text_native": "हां बोलिए, बोला." }, { "ucid": "21112178980085611", "idx": 7, "speaker": "agent", "start_s": 7.97, "end_s": 20.1, "text_en": "This is Sudeep speaking, sir, from JSW One MSME, Jindal Steel. Your company was registered, sir, on our portal for Kolhapur. I had called you regarding steel purchase. So, I feel you have also created an inquiry in our system for cement. So when are you planning to buy it? Because, to be very precise, I look after the steel segment. The cement department is separate. So, what exactly do you need now?", "text_native": "सुदीप बोलतोय सर JSW One MSME मधनं, जिंदाल स्टील. की तुमची कंपनी रजिस्टर्ड झाली होती सर पोर्टलवर आपल्या कोल्हापूरसाठी. स्टील परचेस संदर्भात फोन केला होता तुम्हाला. तर तुम्ही आय फील सो इन्क्वायरी पण बनवली आहे आमच्या सिस्टममध्ये सिमेंटसाठी. तर कधी प्लॅनिंग करताय आपण घ्यायचं कारण की टू बी व्हेरी प्रिसाइज मी स्टील सेगमेंट बघतो. सिमेंट डिपार्टमेंट वेगळा आहे. तर मी आता एक्झॅक्टली काय लागतंय आपल्याला?" }, { "ucid": "21112178980085611", "idx": 8, "speaker": "customer", "start_s": 20.67, "end_s": 22.7, "text_en": "Will I get the rates, I mean, MM wise?", "text_native": "रेट कळतील का मला म्हणजे एम एम वाईज?" }, { "ucid": "21112178980085611", "idx": 9, "speaker": "agent", "start_s": 23.4, "end_s": 24.4, "text_en": "You need MM wise rates.", "text_native": "एम एम वाईज रेट पाहिजे." }, { "ucid": "21112178980085611", "idx": 10, "speaker": "customer", "start_s": 24.8, "end_s": 27.5, "text_en": "Yes, I mean the rate... send me a tentative standard rate.", "text_native": "हां म्हणजे रेट... एक टेंटेटिव्ह स्टॅंडर्ड रेट पाठवा मला." }, { "ucid": "21112178980085611", "idx": 11, "speaker": "agent", "start_s": 28.0, "end_s": 34.2, "text_en": "Okay, fine. What I'll do is, in the cement team, there is a Soumya madam, I will tell her to connect with you, she will call. What do you do, sir? I mean, is this material of yours for some construction or something?", "text_native": "बरं ठीक आहे. मी काय करतो, सिमेंट टीममध्ये सौम्या मॅडम म्हणून आहेत, त्यांना सांगतो तुमच्याशी कनेक्ट करायला, ते करतील फोन. काय करता आपण सर म्हणजे हे मटेरियल आपलं काय कन्स्ट्रक्शन वगैरे होतं का?" }, { "ucid": "21112178980085611", "idx": 12, "speaker": "customer", "start_s": 34.2, "end_s": 35.7, "text_en": "We need it for construction only.", "text_native": "कन्स्ट्रक्शनसाठीच पाहिजे आम्हाला." }, { "ucid": "21112178980085611", "idx": 13, "speaker": "agent", "start_s": 36.1, "end_s": 38.2, "text_en": "Okay. Is it a residential building or are you doing it for a factory?", "text_native": "ठीक आहे. कोणतं रेसिडेन्शियल बिल्डिंग आहे की फॅक्टरीचं करता तुम्ही?" }, { "ucid": "21112178980085611", "idx": 14, "speaker": "customer", "start_s": 38.4, "end_s": 39.7, "text_en": "No, it's commercial shops.", "text_native": "का नाही, कमर्शियल शॉप्स आहेत." }, { "ucid": "21112178980085611", "idx": 15, "speaker": "agent", "start_s": 40.0, "end_s": 42.0, "text_en": "Commercial shop. Okay, okay, fine sir, will do. Yes.", "text_native": "कमर्शियल शॉप. ओके, ओके, ठीक आहे सर, चालेल. हा." } ], "steps": [ { "ucid": "21112178980085611", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Your company was registered, sir, on our portal for Kolhapur. I had called you regarding steel purchase. So, I feel you have also created an inquiry in our system for cement.", "comment": "Agent correctly referenced both the portal registration and the specific product inquiry." }, { "ucid": "21112178980085611", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "when are you planning to buy it?", "comment": "Agent only asked about timeline; no other details like quantity or specific grade were revalidated." }, { "ucid": "21112178980085611", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "is this material of yours for some construction or something?", "comment": "Agent only asked about the end application and did not probe for monthly requirement, brands, or other discovery points." }, { "ucid": "21112178980085611", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "in the cement team, there is a Soumya madam, I will tell her to connect with you, she will call.", "comment": "As the agent could not provide a price, he set a clear next step and timeline for a price revert from the correct team." }, { "ucid": "21112178980085611", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "", "comment": "Agent correctly identified he was in the wrong department for the customer's need and did not attempt to pitch his own products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)" ], "objection_phrases_list": [] }