{ "ucid": "34972178963715751", "call_date": "2026-09-17", "start_time": "2026-09-17 14:55:57", "end_time": "2026-09-17 14:57:44", "duration_sec": 107, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9a564e5b4fce6960b0b4d827d68c2a6c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1566, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963715751__DIA9a564e5b4fce6960b0b4d827d68c2a6c.mp3", "audio_bytes": 259200, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 86.4, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Uh Kylie ma'am, Sudeep here from JSW One MSME.\n[5s] CUSTOMER: Hello?\n[6s] AGENT: Hello?\n[7s] CUSTOMER: Yeah, can you hear me now?\n[8s] AGENT: Kylie ma'am, Sudeep speaking from JSW One. I haven't called from the system number, madam, this one. (कायली मॅम, सुदीप बोलतोय JSW One मधनं. सिस्टमचा नंबर नाही फोन लावलाय मॅडम हा.)\n[12s] AGENT: Your company, Pawar Industrial Infra, was registered. We have spoken before. (तुमची कंपनी पवार इंडस्ट्रियल इन्फ्रा रजिस्टर्ड होती. आपलं पहिले बोलणं झालंय.)\n[17s] CUSTOMER: Yes. (हो.)\n[17s] AGENT: So, do you have any requirement now? (तर आता काय रिक्वायरमेंट आहे का आपल्याकडे?)\n[20s] CUSTOMER: I have a requirement for AZ [inaudible] coil. (मला एझेड [inaudible] कॉइलची रिक्वायरमेंट आहे.)\n[22s] AGENT: What are you saying? (काय बोलताय?)\n[26s] AGENT: Your voice, your voice is coming in very low, madam. (आवाज आवाज खूप लो येतोय मॅडम आपला.)\n[29s] CUSTOMER: Yes, I said that there was a requirement for AZ 150 GL coil, so regarding that, Sarvesh sir and you had a discussion. (हा मी बोलली की AZ 150 GL कॉइलची रिक्वायरमेंट होती, तर त्याबद्दल सर्वेश सरांचं आणि तुमचं डिस्कशन झालं.)\n[34s] AGENT: Okay, okay, okay. When are you planning? What is it? What is the quantity? (अच्छा अच्छा अच्छा. कधी प्लॅनिंग करताय काय आहे तुम्ही? किती क्वांटिटी आहे?)\n[38s] CUSTOMER: Now last time also we [inaudible] tons it was, 19 metric tons [inaudible] and now it is for 7 metric tons now [inaudible]. (आता लास्ट टाइम पण आम्ही [inaudible] टन्स होती, 19 मेट्रिक टन्स [inaudible] आणि आता ती 7 मेट्रिक टन्सची आता [inaudible].)\n[45s] AGENT: Madam, we place the order for GL at the plant. We have an MOQ of 40 tons. (मॅडम आम्ही जीएल आहे ना प्लांटमध्ये लावतो. We have a MOQ of 40 tons.)\n[48s] AGENT: We have an MOQ of 40 tons, madam. (चाळीस टनाचा MOQ आहे मॅडम आपला.)\n[50s] CUSTOMER: Okay. We have a bit of an issue because the requirement I have is not for 40 tons at all. I need only 7 tons now. (ओके. आम्हाला थोडा इश्यू आहे कारण की रिक्वायरमेंट मला जी आहे ती 40 टन्सची नाहीच आहे. 7 टन्सच आता हवीय.)\n[57s] AGENT: Okay, okay. No problem, madam, that's fine. I will do it, I will have a word with Sarvesh sir. Okay? (ठीक आहे ठीक आहे. हरकत नाही मॅडम, चालेल. मी करतो सर्वेश सरांशी बोलणं करून घेतो मी. ओके?)\n[1s] CUSTOMER: Fine. (चालेल.)\n[2s] AGENT: Okay. Thank you. (ठीक आहे. थँक्यू.)", "language": "Marathi", "languages": "[\"Marathi\", \"English\"]", "turn_count": 21, "connected": 1, "audio_notes": "noisy: Significant crosstalk from another conversation between 0:23 and 0:28. The customer's voice is also low and muffled at times, making some words hard to discern.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "21 turns, clean transcript (10% 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "The call started abruptly. Always open by asking for permission to speak, and then use a supply or price hook to create interest before asking for their requirement.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 1, "moq_qty_detected": 7.0, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "not_in_stockyard", "supply_details": "Agent stated that GL coil orders are placed at the plant and have a 40-ton MOQ, which the customer's 7-ton requirement did not meet.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent re-connected with a known customer who had an immediate requirement for 7 metric tons of AZ 150 GL coil. The agent identified that this quantity was below the 40-ton Minimum Order Quantity for this plant-ordered material. The call ended with the agent promising to speak internally but without a firm next step for the customer.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified themself and used the customer's name but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook and instead jumped directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation went straight from requirement to MOQ.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the conversation was cut short by the MOQ constraint.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So, do you have any requirement now?\", \"comment\": \"The agent asked for a requirement and captured the product type and quantity from the customer.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent stated an internal action ('I will have a word with Sarvesh sir') but did not commit to a specific next step with the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The call started abruptly. Always open by asking for permission to speak, and then use a supply or price hook to create interest before asking for their requirement.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": 7, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Agent stated that GL coil orders are placed at the plant and have a 40-ton MOQ, which the customer's 7-ton requirement did not meet.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent re-connected with a known customer who had an immediate requirement for 7 metric tons of AZ 150 GL coil. The agent identified that this quantity was below the 40-ton Minimum Order Quantity for this plant-ordered material. The call ended with the agent promising to speak internally but without a firm next step for the customer.\"}", "error": null, "latency_ms": 32171, "input_tokens": 3358, "output_tokens": 742, "created_at": "2026-09-25 12:03:10", "sentiment": "negative", "sentiment_score": -0.28, "sentiment_confidence": "high", "pos": 1, "neg": 4, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.512, "agent_talk_sec": 24.0, "customer_talk_sec": 22.9, "dead_air_sec": 60.1, "longest_monologue_sec": 7.8, "agent_wpm": 302.5, "interruptions": 0, "agent_turns": 12, "customer_turns": 9, "discovery_qs": 7, "words_agent": 121, "words_customer": 90, "monologue_heavy": 0, "turns": [ { "ucid": "34972178963715751", "idx": 0, "speaker": "customer", "start_s": 0.7, "end_s": 1.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178963715751", "idx": 1, "speaker": "agent", "start_s": 1.7, "end_s": 4.5, "text_en": "Uh Kylie ma'am, Sudeep here from JSW One MSME.", "text_native": "Uh Kylie ma'am, Sudeep here from JSW One MSME." }, { "ucid": "34972178963715751", "idx": 2, "speaker": "customer", "start_s": 5.1, "end_s": 5.6, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178963715751", "idx": 3, "speaker": "agent", "start_s": 6.1, "end_s": 6.5, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178963715751", "idx": 4, "speaker": "customer", "start_s": 6.8, "end_s": 7.8, "text_en": "Yeah, can you hear me now?", "text_native": "Yeah, can you hear me now?" }, { "ucid": "34972178963715751", "idx": 5, "speaker": "agent", "start_s": 8.2, "end_s": 12.0, "text_en": "Kylie ma'am, Sudeep speaking from JSW One. I haven't called from the system number, madam, this one.", "text_native": "कायली मॅम, सुदीप बोलतोय JSW One मधनं. सिस्टमचा नंबर नाही फोन लावलाय मॅडम हा." }, { "ucid": "34972178963715751", "idx": 6, "speaker": "agent", "start_s": 12.5, "end_s": 16.5, "text_en": "Your company, Pawar Industrial Infra, was registered. We have spoken before.", "text_native": "तुमची कंपनी पवार इंडस्ट्रियल इन्फ्रा रजिस्टर्ड होती. आपलं पहिले बोलणं झालंय." }, { "ucid": "34972178963715751", "idx": 7, "speaker": "customer", "start_s": 16.6, "end_s": 17.0, "text_en": "Yes.", "text_native": "हो." }, { "ucid": "34972178963715751", "idx": 8, "speaker": "agent", "start_s": 17.2, "end_s": 19.0, "text_en": "So, do you have any requirement now?", "text_native": "तर आता काय रिक्वायरमेंट आहे का आपल्याकडे?" }, { "ucid": "34972178963715751", "idx": 9, "speaker": "customer", "start_s": 19.8, "end_s": 22.0, "text_en": "I have a requirement for AZ [inaudible] coil.", "text_native": "मला एझेड [inaudible] कॉइलची रिक्वायरमेंट आहे." }, { "ucid": "34972178963715751", "idx": 10, "speaker": "agent", "start_s": 22.1, "end_s": 22.5, "text_en": "What are you saying?", "text_native": "काय बोलताय?" }, { "ucid": "34972178963715751", "idx": 11, "speaker": "agent", "start_s": 26.3, "end_s": 28.5, "text_en": "Your voice, your voice is coming in very low, madam.", "text_native": "आवाज आवाज खूप लो येतोय मॅडम आपला." }, { "ucid": "34972178963715751", "idx": 12, "speaker": "customer", "start_s": 28.8, "end_s": 34.0, "text_en": "Yes, I said that there was a requirement for AZ 150 GL coil, so regarding that, Sarvesh sir and you had a discussion.", "text_native": "हा मी बोलली की AZ 150 GL कॉइलची रिक्वायरमेंट होती, तर त्याबद्दल सर्वेश सरांचं आणि तुमचं डिस्कशन झालं." }, { "ucid": "34972178963715751", "idx": 13, "speaker": "agent", "start_s": 34.1, "end_s": 37.0, "text_en": "Okay, okay, okay. When are you planning? What is it? What is the quantity?", "text_native": "अच्छा अच्छा अच्छा. कधी प्लॅनिंग करताय काय आहे तुम्ही? किती क्वांटिटी आहे?" }, { "ucid": "34972178963715751", "idx": 14, "speaker": "customer", "start_s": 37.5, "end_s": 44.5, "text_en": "Now last time also we [inaudible] tons it was, 19 metric tons [inaudible] and now it is for 7 metric tons now [inaudible].", "text_native": "आता लास्ट टाइम पण आम्ही [inaudible] टन्स होती, 19 मेट्रिक टन्स [inaudible] आणि आता ती 7 मेट्रिक टन्सची आता [inaudible]." }, { "ucid": "34972178963715751", "idx": 15, "speaker": "agent", "start_s": 44.8, "end_s": 48.0, "text_en": "Madam, we place the order for GL at the plant. We have an MOQ of 40 tons.", "text_native": "मॅडम आम्ही जीएल आहे ना प्लांटमध्ये लावतो. We have a MOQ of 40 tons." }, { "ucid": "34972178963715751", "idx": 16, "speaker": "agent", "start_s": 48.5, "end_s": 50.0, "text_en": "We have an MOQ of 40 tons, madam.", "text_native": "चाळीस टनाचा MOQ आहे मॅडम आपला." }, { "ucid": "34972178963715751", "idx": 17, "speaker": "customer", "start_s": 50.5, "end_s": 56.5, "text_en": "Okay. We have a bit of an issue because the requirement I have is not for 40 tons at all. I need only 7 tons now.", "text_native": "ओके. आम्हाला थोडा इश्यू आहे कारण की रिक्वायरमेंट मला जी आहे ती 40 टन्सची नाहीच आहे. 7 टन्सच आता हवीय." }, { "ucid": "34972178963715751", "idx": 18, "speaker": "agent", "start_s": 56.8, "end_s": 1.0, "text_en": "Okay, okay. No problem, madam, that's fine. I will do it, I will have a word with Sarvesh sir. Okay?", "text_native": "ठीक आहे ठीक आहे. हरकत नाही मॅडम, चालेल. मी करतो सर्वेश सरांशी बोलणं करून घेतो मी. ओके?" }, { "ucid": "34972178963715751", "idx": 19, "speaker": "customer", "start_s": 1.0, "end_s": 1.1, "text_en": "Fine.", "text_native": "चालेल." }, { "ucid": "34972178963715751", "idx": 20, "speaker": "agent", "start_s": 1.5, "end_s": 2.5, "text_en": "Okay. Thank you.", "text_native": "ठीक आहे. थँक्यू." } ], "steps": [ { "ucid": "34972178963715751", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent identified themself and used the customer's name but did not ask for permission to speak." }, { "ucid": "34972178963715751", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a hook and instead jumped directly to asking for a requirement." }, { "ucid": "34972178963715751", "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; the conversation went straight from requirement to MOQ." }, { "ucid": "34972178963715751", "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 as the conversation was cut short by the MOQ constraint." }, { "ucid": "34972178963715751", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So, do you have any requirement now?", "comment": "The agent asked for a requirement and captured the product type and quantity from the customer." }, { "ucid": "34972178963715751", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent stated an internal action ('I will have a word with Sarvesh sir') but did not commit to a specific next step with the customer." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }