{ "ucid": "21112178875928861", "call_date": "2026-09-07", "start_time": "2026-09-07 11:04:48", "end_time": "2026-09-07 11:06:12", "duration_sec": 84, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAacd93cd151557bd971c5c7fe2ab4910a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 768, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178875928861__DIAacd93cd151557bd971c5c7fe2ab4910a.mp3", "audio_bytes": 192024, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 64.008, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello, uh Mr. Jay Kumar from Power Transmission Systems?\n[5s] CUSTOMER: Hello?\n[6s] CUSTOMER: Yes, who is this?\n[7s] AGENT: Hello, uh Mr. Jay, Sudhir here from JSW One MSME.\n[10s] CUSTOMER: Okay.\n[11s] AGENT: In your company... (ये अपना कंपनी में)\n[13s] AGENT: Good time to talk now sir or should I call you some other time?\n[16s] CUSTOMER: Uh some other time. Busy right now.\n[19s] AGENT: When when can I call you, sir?\n[20s] CUSTOMER: I will call you, okay?\n[22s] AGENT: I will I will share my\n[23s] AGENT: I will share my number to you. This is system's number, sir. I will share my number to you on WhatsApp. You can call on that number, okay?\n[29s] AGENT: Hello, can you hear me, Jay sir? (Hello, आवाज़ आ रही है जय सर?)\n[30s] CUSTOMER: Just drop a WhatsApp message, boss.\n[32s] AGENT: I am forwarding my number to you on WhatsApp. Call on that number. This is a system number, sir. Okay? The call won't connect on this one. (मैं आपको मेरा नंबर फॉरवर्ड कर रहा हूं WhatsApp पे। वो नंबर पे कॉल करना। ये सिस्टम का नंबर है सर। ठीक है? इसपे कॉल नहीं लगेगी।)\n[38s] CUSTOMER: Okay, fine.\n[39s] AGENT: Okay, sir. Thank you. Thank you.", "language": "Hinglish", "languages": "[\"English\", \"Hindi\"]", "turn_count": 18, "connected": 1, "audio_notes": "noisy: Constant background hum and some crackle. The customer's line is occasionally muffled, making some of his words faint.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 turns, clean transcript (0% inaudible)", "band_language": "Hinglish", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer says 'I'll call you,' try to regain control by asking for a specific time, for example, 'Great, should I expect your call tomorrow morning or afternoon?'", "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 connected with a new registrant from Power Transmission Systems. The customer immediately stated he was busy and could not talk. The agent attempted to schedule a callback, but the customer insisted on calling back himself, so the agent agreed to send his direct number via WhatsApp.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Good time to talk now sir or should I call you some other time?\", \"comment\": \"Agent opened politely and asked for permission to speak.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only confirmed the customer's name and company; the call was cut short before other questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer stated they were busy, so no discovery questions were asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any platform education could be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked for a callback time but the customer deflected and no specific date was set.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with an agreement for the customer to call back at an unspecified time, which is not one of the three required outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says 'I'll call you,' try to regain control by asking for a specific time, for example, 'Great, should I expect your call tomorrow morning or afternoon?'\", \"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 connected with a new registrant from Power Transmission Systems. The customer immediately stated he was busy and could not talk. The agent attempted to schedule a callback, but the customer insisted on calling back himself, so the agent agreed to send his direct number via WhatsApp.\"}", "error": null, "latency_ms": 28953, "input_tokens": 3006, "output_tokens": 682, "created_at": "2026-09-25 11:27:05", "sentiment": "neutral", "sentiment_score": 0.056, "sentiment_confidence": "high", "pos": 8, "neg": 4, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.75, "agent_talk_sec": 24.0, "customer_talk_sec": 8.0, "dead_air_sec": 52.0, "longest_monologue_sec": 7.1, "agent_wpm": 292.5, "interruptions": 0, "agent_turns": 10, "customer_turns": 8, "discovery_qs": 6, "words_agent": 117, "words_customer": 27, "monologue_heavy": 1, "turns": [ { "ucid": "21112178875928861", "idx": 0, "speaker": "customer", "start_s": 0.63, "end_s": 1.08, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178875928861", "idx": 1, "speaker": "agent", "start_s": 1.58, "end_s": 4.58, "text_en": "Hello, uh Mr. Jay Kumar from Power Transmission Systems?", "text_native": "Hello, uh Mr. Jay Kumar from Power Transmission Systems?" }, { "ucid": "21112178875928861", "idx": 2, "speaker": "customer", "start_s": 4.98, "end_s": 5.38, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178875928861", "idx": 3, "speaker": "customer", "start_s": 6.4, "end_s": 7.2, "text_en": "Yes, who is this?", "text_native": "Yes, who is this?" }, { "ucid": "21112178875928861", "idx": 4, "speaker": "agent", "start_s": 7.28, "end_s": 9.88, "text_en": "Hello, uh Mr. Jay, Sudhir here from JSW One MSME.", "text_native": "Hello, uh Mr. Jay, Sudhir here from JSW One MSME." }, { "ucid": "21112178875928861", "idx": 5, "speaker": "customer", "start_s": 10.43, "end_s": 10.83, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178875928861", "idx": 6, "speaker": "agent", "start_s": 11.36, "end_s": 12.16, "text_en": "In your company...", "text_native": "ये अपना कंपनी में" }, { "ucid": "21112178875928861", "idx": 7, "speaker": "agent", "start_s": 12.8, "end_s": 15.6, "text_en": "Good time to talk now sir or should I call you some other time?", "text_native": "Good time to talk now sir or should I call you some other time?" }, { "ucid": "21112178875928861", "idx": 8, "speaker": "customer", "start_s": 16.1, "end_s": 18.8, "text_en": "Uh some other time. Busy right now.", "text_native": "Uh some other time. Busy right now." }, { "ucid": "21112178875928861", "idx": 9, "speaker": "agent", "start_s": 18.8, "end_s": 19.9, "text_en": "When when can I call you, sir?", "text_native": "When when can I call you, sir?" }, { "ucid": "21112178875928861", "idx": 10, "speaker": "customer", "start_s": 20.5, "end_s": 21.6, "text_en": "I will call you, okay?", "text_native": "I will call you, okay?" }, { "ucid": "21112178875928861", "idx": 11, "speaker": "agent", "start_s": 21.9, "end_s": 22.7, "text_en": "I will I will share my", "text_native": "I will I will share my" }, { "ucid": "21112178875928861", "idx": 12, "speaker": "agent", "start_s": 23.2, "end_s": 28.1, "text_en": "I will share my number to you. This is system's number, sir. I will share my number to you on WhatsApp. You can call on that number, okay?", "text_native": "I will share my number to you. This is system's number, sir. I will share my number to you on WhatsApp. You can call on that number, okay?" }, { "ucid": "21112178875928861", "idx": 13, "speaker": "agent", "start_s": 28.8, "end_s": 30.2, "text_en": "Hello, can you hear me, Jay sir?", "text_native": "Hello, आवाज़ आ रही है जय सर?" }, { "ucid": "21112178875928861", "idx": 14, "speaker": "customer", "start_s": 30.3, "end_s": 31.8, "text_en": "Just drop a WhatsApp message, boss.", "text_native": "Just drop a WhatsApp message, boss." }, { "ucid": "21112178875928861", "idx": 15, "speaker": "agent", "start_s": 32.5, "end_s": 37.8, "text_en": "I am forwarding my number to you on WhatsApp. Call on that number. This is a system number, sir. Okay? The call won't connect on this one.", "text_native": "मैं आपको मेरा नंबर फॉरवर्ड कर रहा हूं WhatsApp पे। वो नंबर पे कॉल करना। ये सिस्टम का नंबर है सर। ठीक है? इसपे कॉल नहीं लगेगी।" }, { "ucid": "21112178875928861", "idx": 16, "speaker": "customer", "start_s": 38.1, "end_s": 38.7, "text_en": "Okay, fine.", "text_native": "Okay, fine." }, { "ucid": "21112178875928861", "idx": 17, "speaker": "agent", "start_s": 39.0, "end_s": 40.3, "text_en": "Okay, sir. Thank you. Thank you.", "text_native": "Okay, sir. Thank you. Thank you." } ], "steps": [ { "ucid": "21112178875928861", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Good time to talk now sir or should I call you some other time?", "comment": "Agent opened politely and asked for permission to speak." }, { "ucid": "21112178875928861", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Agent only confirmed the customer's name and company; the call was cut short before other questions could be asked." }, { "ucid": "21112178875928861", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer stated they were busy, so no discovery questions were asked." }, { "ucid": "21112178875928861", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any platform education could be provided." }, { "ucid": "21112178875928861", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent asked for a callback time but the customer deflected and no specific date was set." }, { "ucid": "21112178875928861", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended with an agreement for the customer to call back at an unspecified time, which is not one of the three required outcomes." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }