{ "ucid": "21112178875796561", "call_date": "2026-09-07", "start_time": "2026-09-07 10:42:45", "end_time": "2026-09-07 10:43:31", "duration_sec": 46, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "abhinav gautam", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4750a880fd916ad946335a6f06b98a3a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 774, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178875796561__DIA4750a880fd916ad946335a6f06b98a3a.mp3", "audio_bytes": 106272, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 35.424, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello (हेलो)\n[3s] AGENT: Hello (हेलो)\n[4s] CUSTOMER: Yes, tell me sir. (हां बोलिए सर।)\n[5s] AGENT: Yes, hello sir, I am Gautam speaking from JSW One. (जी नमस्कार सर, मैं गौतम बात कर रहा था मैं JSW One से।)\n[8s] CUSTOMER: Yes, tell me sir. (हां बोलिए सर।)\n[9s] AGENT: Yes, we had received your requirement for TMT, I wanted to know about it, where was it needed and what was your site's name? (जी आपकी रिक्वायरमेंट आई थी हमारे पास आपकी TMT की, इसके बारे में जानना था कहां पे चाहिए था और क्या आपका साइट का नाम था?)\n[15s] CUSTOMER: Uh, the site was needed in Kumher, Deeg Kumher. (अह साइट चाहिए थी हमें कुम्हेर में, डीग कुम्हेर।)\n[19s] AGENT: What sir? (क्या सर?)\n[20s] CUSTOMER: Deeg Kumher. (डीग कुम्हेर।)\n[20s] AGENT: Your voice is not clear, I will call you from my personal number, okay? (आपकी आवाज़ नहीं आ रही, मैं आपको पर्सनल नंबर से कॉल करता हूं, ठीक है?)\n[23s] CUSTOMER: Okay, okay. (ठीक है, ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "noisy: Significant background noise (call center environment) on the agent's side, and the customer's line is slightly muffled.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 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": "You correctly identified the bad connection and took action to call back. On the next call, ensure you revalidate all the requirement details before moving forward.", "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": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to follow up on a TMT requirement submitted on the platform. The agent asked for the site location, but due to poor audio quality, they could not hear the customer's response clearly. The agent proposed calling back from a personal number, and the customer agreed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, we had received your requirement for TMT, I wanted to know about it...\", \"comment\": \"The agent correctly acknowledged the customer's platform submission for TMT.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"...where was it needed and what was your site's name?\", \"comment\": \"The agent only asked for the delivery location (1/5 fields) before the call was aborted due to a bad line.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was cut short due to poor audio quality.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to a bad line before price or timeline could be discussed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, we had received your requirement for TMT...\", \"comment\": \"The agent focused only on the customer's stated requirement and did not re-pitch other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified the bad connection and took action to call back. On the next call, ensure you revalidate all the requirement details before moving forward.\", \"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\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to follow up on a TMT requirement submitted on the platform. The agent asked for the site location, but due to poor audio quality, they could not hear the customer's response clearly. The agent proposed calling back from a personal number, and the customer agreed.\"}", "error": null, "latency_ms": 20737, "input_tokens": 2934, "output_tokens": 648, "created_at": "2026-09-25 11:27:06", "sentiment": "positive", "sentiment_score": 0.257, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.618, "agent_talk_sec": 11.5, "customer_talk_sec": 7.1, "dead_air_sec": 27.4, "longest_monologue_sec": 5.3, "agent_wpm": 266.1, "interruptions": 0, "agent_turns": 5, "customer_turns": 6, "discovery_qs": 3, "words_agent": 51, "words_customer": 22, "monologue_heavy": 0, "turns": [ { "ucid": "21112178875796561", "idx": 0, "speaker": "customer", "start_s": 1.81, "end_s": 2.34, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178875796561", "idx": 1, "speaker": "agent", "start_s": 2.83, "end_s": 3.23, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178875796561", "idx": 2, "speaker": "customer", "start_s": 3.6, "end_s": 4.24, "text_en": "Yes, tell me sir.", "text_native": "हां बोलिए सर।" }, { "ucid": "21112178875796561", "idx": 3, "speaker": "agent", "start_s": 4.62, "end_s": 7.33, "text_en": "Yes, hello sir, I am Gautam speaking from JSW One.", "text_native": "जी नमस्कार सर, मैं गौतम बात कर रहा था मैं JSW One से।" }, { "ucid": "21112178875796561", "idx": 4, "speaker": "customer", "start_s": 7.8, "end_s": 8.36, "text_en": "Yes, tell me sir.", "text_native": "हां बोलिए सर।" }, { "ucid": "21112178875796561", "idx": 5, "speaker": "agent", "start_s": 8.7, "end_s": 14.04, "text_en": "Yes, we had received your requirement for TMT, I wanted to know about it, where was it needed and what was your site's name?", "text_native": "जी आपकी रिक्वायरमेंट आई थी हमारे पास आपकी TMT की, इसके बारे में जानना था कहां पे चाहिए था और क्या आपका साइट का नाम था?" }, { "ucid": "21112178875796561", "idx": 6, "speaker": "customer", "start_s": 14.53, "end_s": 18.5, "text_en": "Uh, the site was needed in Kumher, Deeg Kumher.", "text_native": "अह साइट चाहिए थी हमें कुम्हेर में, डीग कुम्हेर।" }, { "ucid": "21112178875796561", "idx": 7, "speaker": "agent", "start_s": 18.9, "end_s": 19.33, "text_en": "What sir?", "text_native": "क्या सर?" }, { "ucid": "21112178875796561", "idx": 8, "speaker": "customer", "start_s": 19.5, "end_s": 20.3, "text_en": "Deeg Kumher.", "text_native": "डीग कुम्हेर।" }, { "ucid": "21112178875796561", "idx": 9, "speaker": "agent", "start_s": 20.3, "end_s": 22.9, "text_en": "Your voice is not clear, I will call you from my personal number, okay?", "text_native": "आपकी आवाज़ नहीं आ रही, मैं आपको पर्सनल नंबर से कॉल करता हूं, ठीक है?" }, { "ucid": "21112178875796561", "idx": 10, "speaker": "customer", "start_s": 23.1, "end_s": 23.74, "text_en": "Okay, okay.", "text_native": "ठीक है, ओके।" } ], "steps": [ { "ucid": "21112178875796561", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Yes, we had received your requirement for TMT, I wanted to know about it...", "comment": "The agent correctly acknowledged the customer's platform submission for TMT." }, { "ucid": "21112178875796561", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "...where was it needed and what was your site's name?", "comment": "The agent only asked for the delivery location (1/5 fields) before the call was aborted due to a bad line." }, { "ucid": "21112178875796561", "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 as the call was cut short due to poor audio quality." }, { "ucid": "21112178875796561", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended due to a bad line before price or timeline could be discussed." }, { "ucid": "21112178875796561", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yes, we had received your requirement for TMT...", "comment": "The agent focused only on the customer's stated requirement and did not re-pitch other products." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }