{ "ucid": "21112178893071871", "call_date": "2026-09-09", "start_time": "2026-09-09 10:41:58", "end_time": "2026-09-09 10:42:56", "duration_sec": 58, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Call_back_later", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAdeb5ec060b68db93be0bdfa82d6324ef.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 539, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178893071871__DIAdeb5ec060b68db93be0bdfa82d6324ef.mp3", "audio_bytes": 109728, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 36.576, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Shubham ji, good morning. Raunak speaking from JSW One. (शुभम जी, गुड मॉर्निंग। रौनक बात कर रहा हूं JSW One से।)\n[4s] CUSTOMER: Yes, tell me. (Yes, बोलिए।)\n[4s] AGENT: Yes, sir were you searching for something? Did you have any requirement regarding MS steels? (जी, आप सर कुछ सर्च कर रहे थे क्या? MS steels के रिगार्डिंग कुछ रिक्वायरमेंट था क्या आपको?)\n[8s] CUSTOMER: Call after an hour. (एक घंटे के बाद कॉल करते हैं।)\n[9s] AGENT: So that was okay. You just after an hour- (तो वो एक ठीक था। आपको सिर्फ एक घंटे के बाद-)\n[11s] CUSTOMER: After an hour. (एक घंटे के बाद।)\n[12s] AGENT: I will ping you on WhatsApp in an hour. (मैं आपको एक घंटे में आपको WhatsApp पे पिंग कर देता हूं।)\n[15s] CUSTOMER: Okay. (ठीक है।)\n[16s] AGENT: Okay? So as soon as you are free, I will call you. (ठीक है? तो जैसे आप फ्री हो जाए, मैं आपको कॉल कर दूंगा।)\n[18s] CUSTOMER: Where are you calling from? (आप कहां कहां से बोल रहे हैं?)\n[19s] AGENT: I am calling from the Mumbai headquarters, BKC. (मैं मुंबई हेडक्वार्टर्स से बात कर रहा हूं, BKC।)\n[21s] CUSTOMER: Okay, okay.\n[22s] AGENT: From JSW One. (JSW One से।)\n[23s] CUSTOMER: Yes. (जी।)\n[23s] AGENT: Yes. (जी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Minor crosstalk around 10-12 seconds, but the conversation is mostly clear.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\"]", "pitch_coaching_note": "You handled the customer's immediate request for a callback perfectly by setting a specific time; ensure the follow-up happens as promised.", "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 registrant who immediately stated they were busy and asked for a callback in one hour. The agent agreed to the callback and confirmed they would ping on WhatsApp, successfully setting a next step before the call ended. No business details were discussed.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Shubham ji, good morning. Raunak speaking from JSW One.\", \"comment\": \"The agent provided a polite, professional opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer immediately requested a callback, preventing any profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was too short for any discovery questions to be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent had no opportunity to explain the platform due to the short call duration.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will ping you on WhatsApp in an hour.\", \"comment\": \"When the customer stated they were busy, the agent successfully scheduled a specific callback time.\"}, {\"step_id\": \"NR6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will ping you on WhatsApp in an hour.\", \"comment\": \"The agent secured a specific callback time ('in an hour') which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You handled the customer's immediate request for a callback perfectly by setting a specific time; ensure the follow-up happens as promised.\", \"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 registrant who immediately stated they were busy and asked for a callback in one hour. The agent agreed to the callback and confirmed they would ping on WhatsApp, successfully setting a next step before the call ended. No business details were discussed.\"}", "error": null, "latency_ms": 34238, "input_tokens": 3022, "output_tokens": 673, "created_at": "2026-09-25 11:16:49", "sentiment": "positive", "sentiment_score": 0.373, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.716, "agent_talk_sec": 15.6, "customer_talk_sec": 6.2, "dead_air_sec": 36.2, "longest_monologue_sec": 3.3, "agent_wpm": 253.8, "interruptions": 1, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 3, "words_agent": 66, "words_customer": 20, "monologue_heavy": 0, "turns": [ { "ucid": "21112178893071871", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.6, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178893071871", "idx": 1, "speaker": "agent", "start_s": 0.88, "end_s": 3.24, "text_en": "Shubham ji, good morning. Raunak speaking from JSW One.", "text_native": "शुभम जी, गुड मॉर्निंग। रौनक बात कर रहा हूं JSW One से।" }, { "ucid": "21112178893071871", "idx": 2, "speaker": "customer", "start_s": 3.5, "end_s": 4.14, "text_en": "Yes, tell me.", "text_native": "Yes, बोलिए।" }, { "ucid": "21112178893071871", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 7.54, "text_en": "Yes, sir were you searching for something? Did you have any requirement regarding MS steels?", "text_native": "जी, आप सर कुछ सर्च कर रहे थे क्या? MS steels के रिगार्डिंग कुछ रिक्वायरमेंट था क्या आपको?" }, { "ucid": "21112178893071871", "idx": 4, "speaker": "customer", "start_s": 7.64, "end_s": 9.2, "text_en": "Call after an hour.", "text_native": "एक घंटे के बाद कॉल करते हैं।" }, { "ucid": "21112178893071871", "idx": 5, "speaker": "agent", "start_s": 9.3, "end_s": 11.2, "text_en": "So that was okay. You just after an hour-", "text_native": "तो वो एक ठीक था। आपको सिर्फ एक घंटे के बाद-" }, { "ucid": "21112178893071871", "idx": 6, "speaker": "customer", "start_s": 10.6, "end_s": 11.5, "text_en": "After an hour.", "text_native": "एक घंटे के बाद।" }, { "ucid": "21112178893071871", "idx": 7, "speaker": "agent", "start_s": 12.3, "end_s": 15.0, "text_en": "I will ping you on WhatsApp in an hour.", "text_native": "मैं आपको एक घंटे में आपको WhatsApp पे पिंग कर देता हूं।" }, { "ucid": "21112178893071871", "idx": 8, "speaker": "customer", "start_s": 15.2, "end_s": 15.7, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178893071871", "idx": 9, "speaker": "agent", "start_s": 15.8, "end_s": 18.0, "text_en": "Okay? So as soon as you are free, I will call you.", "text_native": "ठीक है? तो जैसे आप फ्री हो जाए, मैं आपको कॉल कर दूंगा।" }, { "ucid": "21112178893071871", "idx": 10, "speaker": "customer", "start_s": 18.1, "end_s": 19.2, "text_en": "Where are you calling from?", "text_native": "आप कहां कहां से बोल रहे हैं?" }, { "ucid": "21112178893071871", "idx": 11, "speaker": "agent", "start_s": 19.3, "end_s": 21.2, "text_en": "I am calling from the Mumbai headquarters, BKC.", "text_native": "मैं मुंबई हेडक्वार्टर्स से बात कर रहा हूं, BKC।" }, { "ucid": "21112178893071871", "idx": 12, "speaker": "customer", "start_s": 21.3, "end_s": 21.9, "text_en": "Okay, okay.", "text_native": "Okay, okay." }, { "ucid": "21112178893071871", "idx": 13, "speaker": "agent", "start_s": 22.0, "end_s": 22.6, "text_en": "From JSW One.", "text_native": "JSW One से।" }, { "ucid": "21112178893071871", "idx": 14, "speaker": "customer", "start_s": 22.8, "end_s": 23.1, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178893071871", "idx": 15, "speaker": "agent", "start_s": 23.2, "end_s": 23.8, "text_en": "Yes.", "text_native": "जी।" } ], "steps": [ { "ucid": "21112178893071871", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Shubham ji, good morning. Raunak speaking from JSW One.", "comment": "The agent provided a polite, professional opening." }, { "ucid": "21112178893071871", "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 requested a callback, preventing any profile verification questions." }, { "ucid": "21112178893071871", "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 too short for any discovery questions to be asked." }, { "ucid": "21112178893071871", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent had no opportunity to explain the platform due to the short call duration." }, { "ucid": "21112178893071871", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I will ping you on WhatsApp in an hour.", "comment": "When the customer stated they were busy, the agent successfully scheduled a specific callback time." }, { "ucid": "21112178893071871", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I will ping you on WhatsApp in an hour.", "comment": "The agent secured a specific callback time ('in an hour') which the customer agreed to." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education" ], "objection_phrases_list": [] }