{ "ucid": "34972178971563566", "call_date": "2026-09-18", "start_time": "2026-09-18 12:43:55", "end_time": "2026-09-18 12:45:13", "duration_sec": 78, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Call_back_later", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA78c998b5b233547516757c924a2b740c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1417, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178971563566__DIA78c998b5b233547516757c924a2b740c.mp3", "audio_bytes": 162864, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 54.288, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[4s] CUSTOMER: Hello. (હલો.)\n[5s] AGENT: Hello, am I speaking with Mushtaq ji? (હલો, મુસ્તાકજી વાત કરે છે?)\n[6s] CUSTOMER: Yes. (જી.)\n[7s] AGENT: Mushtaq bhai, good afternoon. I am Ankit Mistry calling from Jindal Steel, Mumbai, head office. (મુસ્તાકભાઈ, ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું, જિંદાલ સ્ટીલમાંથી, મુંબઈ, હેડ ઓફિસ.)\n[12s] CUSTOMER: Yes, tell me, yes. (બોલો, બોલો, હા.)\n[13s] AGENT: Uh Mushtaq bhai, you had registered your business, Lucky Furniture, on our Jindal's digital portal, but then it's been almost eight-nine months, and we haven't received any steel requirement from your side. So I have just called you in that regard, to know and understand what issues we are facing here or if, you know, there is any challenge or concern from your side, due to which we haven't been able to start any business with you yet, in steel supply? (અ મુસ્તાકભાઈ, આપણે તમે અમારા જિંદાલના ડિજિટલ પોર્ટલ પર તમારો આ જે બિઝનેસ છે, લકી ફર્નિચર, જે અકાઉન્ટ આપણે તમે રજીસ્ટ્રેશન કર્યું છે, બટ ધેન ઓલમોસ્ટ એને આઠ-નવ મહિના થઈ ગયા છે, અમને કોઈ તમારા તરફથી સ્ટીલની રિક્વાયરમેન્ટ આવી નથી. તો બસ એના સંદર્ભે મેં તમને ફોન કર્યો છે, જાણવા માટે અને સમજવા માટે કે અહીંયા આપણે શું ઇસ્યુસ ફેસ કરી રહ્યા છીએ કે પછી, યુ નો, કોઈ ચેલેન્જ કે કન્સર્ન છે તમારા તરફથી, જે કારણે હજી સુધી આપણે કઈ બિઝનેસ તમારી જોડે શરૂ ના કરી શક્યા, સ્ટીલ સપ્લાયમાં?)\n[27s] CUSTOMER: I'll call you? After offering Namaz (prayers) and taking some time. (ફોન કરું તમને? નમાજ પડીને થોડું ટાઈમ લઈને.)\n[30s] AGENT: Okay, that's fine, no problem. If I, when are you free? When should I call you? (ઓકે, ઠીક છે, કઈ વાંધો નથી. જો હું તમને, તમે ક્યારે ફ્રી છો? હું તમને ક્યારે ફોન કરું?)\n[33s] CUSTOMER: Call at four o'clock, okay? (ચાર વાગે કરજો, હે ને?)\n[34s] AGENT: Yes. (હા.)\n[35s] CUSTOMER: Okay. (ઓકે.)\n[36s] AGENT: Alright, will do. (સારું, ચાલશે.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: There is a slight echo on the customer's side, but it does not affect 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When starting the call, lead with a strong supply or price hook to give the customer a reason to engage, rather than asking why they haven't purchased from us.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a furniture manufacturer who had previously registered but not purchased. The customer immediately stated it was a bad time to talk and requested a callback after prayers. The agent successfully scheduled a specific callback time for later that day, ending the call before any discovery or pitching could occur.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay, that's fine, no problem. If I, when are you free? When should I call you?\", \"comment\": \"although permission wasn't asked upfront, the agent correctly handled the customer's request for a callback by scheduling a specific time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"agent did not provide a supply or price hook, instead opening by asking why the customer hadn't purchased in nine months.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"no discovery was done, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"call ended before qualification could be attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Call at four o'clock, okay? AGENT: Alright, will do.\", \"comment\": \"agent secured a specific callback time, creating a clear next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When starting the call, lead with a strong supply or price hook to give the customer a reason to engage, rather than asking why they haven't purchased from us.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a furniture manufacturer who had previously registered but not purchased. The customer immediately stated it was a bad time to talk and requested a callback after prayers. The agent successfully scheduled a specific callback time for later that day, ending the call before any discovery or pitching could occur.\"}", "error": null, "latency_ms": 32753, "input_tokens": 3209, "output_tokens": 701, "created_at": "2026-09-25 11:57:04", "sentiment": "positive", "sentiment_score": 0.24, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.806, "agent_talk_sec": 22.4, "customer_talk_sec": 5.4, "dead_air_sec": 50.2, "longest_monologue_sec": 14.2, "agent_wpm": 332.1, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 4, "words_agent": 124, "words_customer": 23, "monologue_heavy": 1, "turns": [ { "ucid": "34972178971563566", "idx": 0, "speaker": "customer", "start_s": 4.5, "end_s": 4.9, "text_en": "Hello.", "text_native": "હલો." }, { "ucid": "34972178971563566", "idx": 1, "speaker": "agent", "start_s": 5.11, "end_s": 6.2, "text_en": "Hello, am I speaking with Mushtaq ji?", "text_native": "હલો, મુસ્તાકજી વાત કરે છે?" }, { "ucid": "34972178971563566", "idx": 2, "speaker": "customer", "start_s": 6.5, "end_s": 6.8, "text_en": "Yes.", "text_native": "જી." }, { "ucid": "34972178971563566", "idx": 3, "speaker": "agent", "start_s": 7.2, "end_s": 10.9, "text_en": "Mushtaq bhai, good afternoon. I am Ankit Mistry calling from Jindal Steel, Mumbai, head office.", "text_native": "મુસ્તાકભાઈ, ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું, જિંદાલ સ્ટીલમાંથી, મુંબઈ, હેડ ઓફિસ." }, { "ucid": "34972178971563566", "idx": 4, "speaker": "customer", "start_s": 11.5, "end_s": 12.2, "text_en": "Yes, tell me, yes.", "text_native": "બોલો, બોલો, હા." }, { "ucid": "34972178971563566", "idx": 5, "speaker": "agent", "start_s": 12.6, "end_s": 26.8, "text_en": "Uh Mushtaq bhai, you had registered your business, Lucky Furniture, on our Jindal's digital portal, but then it's been almost eight-nine months, and we haven't received any steel requirement from your side. So I have just called you in that regard, to know and understand what issues we are facing here or if, you know, there is any challenge or concern from your side, due to which we haven't been able to start any business with you yet, in steel supply?", "text_native": "અ મુસ્તાકભાઈ, આપણે તમે અમારા જિંદાલના ડિજિટલ પોર્ટલ પર તમારો આ જે બિઝનેસ છે, લકી ફર્નિચર, જે અકાઉન્ટ આપણે તમે રજીસ્ટ્રેશન કર્યું છે, બટ ધેન ઓલમોસ્ટ એને આઠ-નવ મહિના થઈ ગયા છે, અમને કોઈ તમારા તરફથી સ્ટીલની રિક્વાયરમેન્ટ આવી નથી. તો બસ એના સંદર્ભે મેં તમને ફોન કર્યો છે, જાણવા માટે અને સમજવા માટે કે અહીંયા આપણે શું ઇસ્યુસ ફેસ કરી રહ્યા છીએ કે પછી, યુ નો, કોઈ ચેલેન્જ કે કન્સર્ન છે તમારા તરફથી, જે કારણે હજી સુધી આપણે કઈ બિઝનેસ તમારી જોડે શરૂ ના કરી શક્યા, સ્ટીલ સપ્લાયમાં?" }, { "ucid": "34972178971563566", "idx": 6, "speaker": "customer", "start_s": 27.3, "end_s": 29.8, "text_en": "I'll call you? After offering Namaz (prayers) and taking some time.", "text_native": "ફોન કરું તમને? નમાજ પડીને થોડું ટાઈમ લઈને." }, { "ucid": "34972178971563566", "idx": 7, "speaker": "agent", "start_s": 30.0, "end_s": 32.3, "text_en": "Okay, that's fine, no problem. If I, when are you free? When should I call you?", "text_native": "ઓકે, ઠીક છે, કઈ વાંધો નથી. જો હું તમને, તમે ક્યારે ફ્રી છો? હું તમને ક્યારે ફોન કરું?" }, { "ucid": "34972178971563566", "idx": 8, "speaker": "customer", "start_s": 32.8, "end_s": 34.0, "text_en": "Call at four o'clock, okay?", "text_native": "ચાર વાગે કરજો, હે ને?" }, { "ucid": "34972178971563566", "idx": 9, "speaker": "agent", "start_s": 34.3, "end_s": 34.6, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "34972178971563566", "idx": 10, "speaker": "customer", "start_s": 34.9, "end_s": 35.2, "text_en": "Okay.", "text_native": "ઓકે." }, { "ucid": "34972178971563566", "idx": 11, "speaker": "agent", "start_s": 35.7, "end_s": 36.5, "text_en": "Alright, will do.", "text_native": "સારું, ચાલશે." } ], "steps": [ { "ucid": "34972178971563566", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: Okay, that's fine, no problem. If I, when are you free? When should I call you?", "comment": "although permission wasn't asked upfront, the agent correctly handled the customer's request for a callback by scheduling a specific time." }, { "ucid": "34972178971563566", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "agent did not provide a supply or price hook, instead opening by asking why the customer hadn't purchased in nine months." }, { "ucid": "34972178971563566", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "call ended before any discovery questions could be asked." }, { "ucid": "34972178971563566", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "no discovery was done, so no USPs were pitched." }, { "ucid": "34972178971563566", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "call ended before qualification could be attempted." }, { "ucid": "34972178971563566", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "CUSTOMER: Call at four o'clock, okay? AGENT: Alright, will do.", "comment": "agent secured a specific callback time, creating a clear next step." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }