{ "ucid": "21112178877579571", "call_date": "2026-09-07", "start_time": "2026-09-07 15:39:55", "end_time": "2026-09-07 15:42:07", "duration_sec": 132, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Call_back_later", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6fdd659efdc7b6f311b1831127b6757b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 712, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178877579571__DIA6fdd659efdc7b6f311b1831127b6757b.mp3", "audio_bytes": 343440, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 114.48, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[6s] CUSTOMER: Hello.\n[7s] AGENT: Hello. Uh sir, good afternoon. This is Kartik calling from JSW One. (Hello. Uh sir, good afternoon. Kartik ye baat kar raha tha JSW One se.)\n[11s] CUSTOMER: Yes, tell me. (Yes, boliye.)\n[12s] AGENT: Uh sir, you had registered a firm, Creative Carve, on our platform. (Uh sir, ye aapne Creative Carve ek firm register kiya tha hamare platform pe.)\n[16s] CUSTOMER: Okay.\n[16s] AGENT: So do you require steel as in raw material in your firm company? (Toh do you require steel as in raw material in your firm company?)\n[20s] CUSTOMER: No, no. We are uh in touch with Mr. uh wait. related uh last two three days.\n[24s] AGENT: Okay, okay. So I believe someone from our team is in touch with you.\n[27s] CUSTOMER: Yeah, right, right.\n[34s] CUSTOMER: Some documents to be required from him.\n[36s] CUSTOMER: Uh he uh he will send me uh sometime but still not received.\n[44s] CUSTOMER: Aditya Tote, Mr. Aditya Tote.\n[48s] AGENT: Okay, Aditya Tote.\n[49s] CUSTOMER: Yes.\n[49s] AGENT: Okay. So what is uh required from his side? You're saying some document?", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. noisy: There is consistent line static and some background noise throughout the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "17 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": "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 is already engaged with another JSW agent, focus on understanding the situation for a clean internal handover rather than attempting the sales script.", "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 contacted a new registration, but the customer immediately stated they were already in touch with another JSW agent, Aditya Tote, and were waiting for a document. The agent spent the call trying to understand the existing conversation. No sales discovery or pitch was possible due to the duplicate contact.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, good afternoon. This is Kartik calling from JSW One.\", \"comment\": \"The agent used a standard, professional opener.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer immediately stated they were already in contact with another agent, preventing any profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was stopped by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The conversation did not progress to the point where platform education was possible.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So do you require steel as in raw material in your firm company?\", \"comment\": \"While the agent asked about a requirement, the customer deflected by stating they were already engaged with another agent, and no specific next step was established.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended while clarifying an internal handover issue; no required closure outcome was achieved.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is already engaged with another JSW agent, focus on understanding the situation for a clean internal handover rather than attempting the sales script.\", \"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 contacted a new registration, but the customer immediately stated they were already in touch with another JSW agent, Aditya Tote, and were waiting for a document. The agent spent the call trying to understand the existing conversation. No sales discovery or pitch was possible due to the duplicate contact.\"}", "error": null, "latency_ms": 31713, "input_tokens": 2981, "output_tokens": 692, "created_at": "2026-09-25 11:24:37", "sentiment": "positive", "sentiment_score": 0.216, "sentiment_confidence": "high", "pos": 4, "neg": 2, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.548, "agent_talk_sec": 17.6, "customer_talk_sec": 14.5, "dead_air_sec": 99.9, "longest_monologue_sec": 3.9, "agent_wpm": 231.8, "interruptions": 0, "agent_turns": 7, "customer_turns": 10, "discovery_qs": 3, "words_agent": 68, "words_customer": 52, "monologue_heavy": 0, "turns": [ { "ucid": "21112178877579571", "idx": 0, "speaker": "customer", "start_s": 4.8, "end_s": 5.31, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178877579571", "idx": 1, "speaker": "agent", "start_s": 5.8, "end_s": 6.27, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178877579571", "idx": 2, "speaker": "customer", "start_s": 6.5, "end_s": 6.93, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178877579571", "idx": 3, "speaker": "agent", "start_s": 7.2, "end_s": 10.58, "text_en": "Hello. Uh sir, good afternoon. This is Kartik calling from JSW One.", "text_native": "Hello. Uh sir, good afternoon. Kartik ye baat kar raha tha JSW One se." }, { "ucid": "21112178877579571", "idx": 4, "speaker": "customer", "start_s": 10.8, "end_s": 11.36, "text_en": "Yes, tell me.", "text_native": "Yes, boliye." }, { "ucid": "21112178877579571", "idx": 5, "speaker": "agent", "start_s": 11.5, "end_s": 15.38, "text_en": "Uh sir, you had registered a firm, Creative Carve, on our platform.", "text_native": "Uh sir, ye aapne Creative Carve ek firm register kiya tha hamare platform pe." }, { "ucid": "21112178877579571", "idx": 6, "speaker": "customer", "start_s": 15.5, "end_s": 15.8, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178877579571", "idx": 7, "speaker": "agent", "start_s": 15.9, "end_s": 19.2, "text_en": "So do you require steel as in raw material in your firm company?", "text_native": "Toh do you require steel as in raw material in your firm company?" }, { "ucid": "21112178877579571", "idx": 8, "speaker": "customer", "start_s": 19.5, "end_s": 24.2, "text_en": "No, no. We are uh in touch with Mr. uh wait. related uh last two three days.", "text_native": "No, no. We are uh in touch with Mr. uh wait. related uh last two three days." }, { "ucid": "21112178877579571", "idx": 9, "speaker": "agent", "start_s": 24.5, "end_s": 26.9, "text_en": "Okay, okay. So I believe someone from our team is in touch with you.", "text_native": "Okay, okay. So I believe someone from our team is in touch with you." }, { "ucid": "21112178877579571", "idx": 10, "speaker": "customer", "start_s": 27.0, "end_s": 27.9, "text_en": "Yeah, right, right.", "text_native": "Yeah, right, right." }, { "ucid": "21112178877579571", "idx": 11, "speaker": "customer", "start_s": 34.0, "end_s": 35.8, "text_en": "Some documents to be required from him.", "text_native": "Some documents to be required from him." }, { "ucid": "21112178877579571", "idx": 12, "speaker": "customer", "start_s": 36.5, "end_s": 39.5, "text_en": "Uh he uh he will send me uh sometime but still not received.", "text_native": "Uh he uh he will send me uh sometime but still not received." }, { "ucid": "21112178877579571", "idx": 13, "speaker": "customer", "start_s": 44.5, "end_s": 46.5, "text_en": "Aditya Tote, Mr. Aditya Tote.", "text_native": "Aditya Tote, Mr. Aditya Tote." }, { "ucid": "21112178877579571", "idx": 14, "speaker": "agent", "start_s": 47.5, "end_s": 48.5, "text_en": "Okay, Aditya Tote.", "text_native": "Okay, Aditya Tote." }, { "ucid": "21112178877579571", "idx": 15, "speaker": "customer", "start_s": 48.8, "end_s": 49.1, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178877579571", "idx": 16, "speaker": "agent", "start_s": 49.3, "end_s": 52.5, "text_en": "Okay. So what is uh required from his side? You're saying some document?", "text_native": "Okay. So what is uh required from his side? You're saying some document?" } ], "steps": [ { "ucid": "21112178877579571", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh sir, good afternoon. This is Kartik calling from JSW One.", "comment": "The agent used a standard, professional opener." }, { "ucid": "21112178877579571", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer immediately stated they were already in contact with another agent, preventing any profile verification questions." }, { "ucid": "21112178877579571", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was stopped by the customer before any discovery questions could be asked." }, { "ucid": "21112178877579571", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The conversation did not progress to the point where platform education was possible." }, { "ucid": "21112178877579571", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "So do you require steel as in raw material in your firm company?", "comment": "While the agent asked about a requirement, the customer deflected by stating they were already engaged with another agent, and no specific next step was established." }, { "ucid": "21112178877579571", "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 while clarifying an internal handover issue; no required closure outcome was achieved." } ], "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": [] }