{ "ucid": "21112178851495081", "call_date": "2026-09-04", "start_time": "2026-09-04 15:12:30", "end_time": "2026-09-04 15:13:49", "duration_sec": 79, "campaign": "MSME_IS_India_ProductOpps_Reg_Acc", "disposition": "Wrap up time exceeded :0", "agent": "soumya", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA03e7ddaf388fce55c5d4491cf7d3221b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 843, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178851495081__DIA03e7ddaf388fce55c5d4491cf7d3221b.mp3", "audio_bytes": 186408, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 62.136, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[4s] AGENT: This is Soumya this side from JSW.\n[6s] CUSTOMER: Yes ma'am.\n[7s] AGENT: Soumya this side from JSW One platform.\n[9s] CUSTOMER: Yeah ma'am, tell me.\n[11s] AGENT: Yes sir. So are there any new inquiry?\n[13s] CUSTOMER: Uh no ma'am.\n[14s] AGENT: For cement or steel or structural steel?\n[16s] CUSTOMER: Maybe another five four days, I will uh ask you for the cement, okay?\n[21s] AGENT: Sure sir, then let me know please.\n[22s] CUSTOMER: This is another number ma'am? You changed your number?\n[25s] AGENT: Ah, this is the IVR number that you might receive calls for follow-up. So, it's a call from JSW One itself. Yeah.\n[31s] CUSTOMER: Okay, that number is there, right?\n[32s] AGENT: It's there, it's there for sure. You can call me on my regular number, that's not a problem to get in touch.\n[36s] CUSTOMER: Okay ma'am, okay. Thank you.\n[38s] AGENT: Right. Thank you.", "language": "English", "languages": "[\"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "clear: There is some minor background chatter on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "For a customer-led call, you must start by acknowledging their platform submission and revalidating the details, not by asking for a new inquiry.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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 made a follow-up call. The customer stated they had no immediate need but might require cement in 4-5 days. The agent did not follow the customer-led script to validate any prior inquiry, and the call ended after a brief exchange about the call-back number.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not acknowledge a platform submission, instead asking generically \\\"So are there any new inquiry?\\\"\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No specific requirement details were read back or confirmed; the agent only asked broadly for product categories.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not offer a price, commit to a timeline, or attempt to close on the future requirement.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So are there any new inquiry? For cement or steel or structural steel?\", \"comment\": \"The agent did not re-pitch the JSW portfolio, keeping the interaction focused and brief.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"For a customer-led call, you must start by acknowledging their platform submission and revalidating the details, not by asking for a new inquiry.\", \"segment_detected\": \"unknown\", \"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 made a follow-up call. The customer stated they had no immediate need but might require cement in 4-5 days. The agent did not follow the customer-led script to validate any prior inquiry, and the call ended after a brief exchange about the call-back number.\"}", "error": null, "latency_ms": 31689, "input_tokens": 2950, "output_tokens": 631, "created_at": "2026-09-25 11:30:30", "sentiment": "positive", "sentiment_score": 0.233, "sentiment_confidence": "high", "pos": 12, "neg": 4, "lex_hits": 14, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.623, "agent_talk_sec": 19.2, "customer_talk_sec": 11.6, "dead_air_sec": 48.2, "longest_monologue_sec": 5.5, "agent_wpm": 265.6, "interruptions": 0, "agent_turns": 9, "customer_turns": 9, "discovery_qs": 2, "words_agent": 85, "words_customer": 45, "monologue_heavy": 0, "turns": [ { "ucid": "21112178851495081", "idx": 0, "speaker": "customer", "start_s": 0.84, "end_s": 1.29, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851495081", "idx": 1, "speaker": "agent", "start_s": 1.84, "end_s": 2.26, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851495081", "idx": 2, "speaker": "customer", "start_s": 2.76, "end_s": 3.16, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178851495081", "idx": 3, "speaker": "agent", "start_s": 3.8, "end_s": 5.5, "text_en": "This is Soumya this side from JSW.", "text_native": "This is Soumya this side from JSW." }, { "ucid": "21112178851495081", "idx": 4, "speaker": "customer", "start_s": 6.23, "end_s": 6.73, "text_en": "Yes ma'am.", "text_native": "Yes ma'am." }, { "ucid": "21112178851495081", "idx": 5, "speaker": "agent", "start_s": 7.14, "end_s": 9.1, "text_en": "Soumya this side from JSW One platform.", "text_native": "Soumya this side from JSW One platform." }, { "ucid": "21112178851495081", "idx": 6, "speaker": "customer", "start_s": 9.4, "end_s": 10.3, "text_en": "Yeah ma'am, tell me.", "text_native": "Yeah ma'am, tell me." }, { "ucid": "21112178851495081", "idx": 7, "speaker": "agent", "start_s": 10.94, "end_s": 12.8, "text_en": "Yes sir. So are there any new inquiry?", "text_native": "Yes sir. So are there any new inquiry?" }, { "ucid": "21112178851495081", "idx": 8, "speaker": "customer", "start_s": 13.4, "end_s": 14.1, "text_en": "Uh no ma'am.", "text_native": "Uh no ma'am." }, { "ucid": "21112178851495081", "idx": 9, "speaker": "agent", "start_s": 14.1, "end_s": 15.9, "text_en": "For cement or steel or structural steel?", "text_native": "For cement or steel or structural steel?" }, { "ucid": "21112178851495081", "idx": 10, "speaker": "customer", "start_s": 16.4, "end_s": 20.6, "text_en": "Maybe another five four days, I will uh ask you for the cement, okay?", "text_native": "Maybe another five four days, I will uh ask you for the cement, okay?" }, { "ucid": "21112178851495081", "idx": 11, "speaker": "agent", "start_s": 20.9, "end_s": 22.3, "text_en": "Sure sir, then let me know please.", "text_native": "Sure sir, then let me know please." }, { "ucid": "21112178851495081", "idx": 12, "speaker": "customer", "start_s": 22.5, "end_s": 24.5, "text_en": "This is another number ma'am? You changed your number?", "text_native": "This is another number ma'am? You changed your number?" }, { "ucid": "21112178851495081", "idx": 13, "speaker": "agent", "start_s": 24.8, "end_s": 30.3, "text_en": "Ah, this is the IVR number that you might receive calls for follow-up. So, it's a call from JSW One itself. Yeah.", "text_native": "Ah, this is the IVR number that you might receive calls for follow-up. So, it's a call from JSW One itself. Yeah." }, { "ucid": "21112178851495081", "idx": 14, "speaker": "customer", "start_s": 30.7, "end_s": 31.8, "text_en": "Okay, that number is there, right?", "text_native": "Okay, that number is there, right?" }, { "ucid": "21112178851495081", "idx": 15, "speaker": "agent", "start_s": 32.1, "end_s": 35.8, "text_en": "It's there, it's there for sure. You can call me on my regular number, that's not a problem to get in touch.", "text_native": "It's there, it's there for sure. You can call me on my regular number, that's not a problem to get in touch." }, { "ucid": "21112178851495081", "idx": 16, "speaker": "customer", "start_s": 36.2, "end_s": 37.5, "text_en": "Okay ma'am, okay. Thank you.", "text_native": "Okay ma'am, okay. Thank you." }, { "ucid": "21112178851495081", "idx": 17, "speaker": "agent", "start_s": 37.9, "end_s": 38.8, "text_en": "Right. Thank you.", "text_native": "Right. Thank you." } ], "steps": [ { "ucid": "21112178851495081", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not acknowledge a platform submission, instead asking generically \"So are there any new inquiry?\"" }, { "ucid": "21112178851495081", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No specific requirement details were read back or confirmed; the agent only asked broadly for product categories." }, { "ucid": "21112178851495081", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked about the customer's business, application, or procurement habits." }, { "ucid": "21112178851495081", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not offer a price, commit to a timeline, or attempt to close on the future requirement." }, { "ucid": "21112178851495081", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "So are there any new inquiry? For cement or steel or structural steel?", "comment": "The agent did not re-pitch the JSW portfolio, keeping the interaction focused and brief." } ], "objections": [], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }