{ "ucid": "21112178893073872", "call_date": "2026-09-09", "start_time": "2026-09-09 10:42:18", "end_time": "2026-09-09 10:43:41", "duration_sec": 83, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Does_not_deal_Steel", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6cfde4ee4541131e7827ebeb32641928.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 538, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178893073872__DIA6cfde4ee4541131e7827ebeb32641928.mp3", "audio_bytes": 177120, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 59.04, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello Mr. Enterprises?\n[4s] CUSTOMER: Yes.\n[6s] AGENT: Uh sir, good morning. This is Aditya from JSW One.\n[9s] CUSTOMER: Yes sir.\n[10s] AGENT: Sir, actually you were registered on our platform day before yesterday. Regarding that we called you. Uh we wanted to understand, do you have any steel requirement?\n[17s] CUSTOMER: Sir, we are the manpower supplier.\n[19s] AGENT: Okay. Actually you were registered, so can you brief me about your business a little?\n[23s] CUSTOMER: Uh generally we provide sir manpower required in industries uh from unskilled to highly skilled professionals.\n[29s] AGENT: Okay, okay. So you... Okay, so you don't like, you don't consume steel in your business or you only supply manpower?\n[34s] CUSTOMER: Yeah, yeah, we don't consume steel. We only supply manpower.\n[37s] AGENT: Okay sir, okay, got it. I will uh note note it down. Thank you sir.\n[41s] CUSTOMER: Thank you.", "language": "English", "languages": "[\"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: There is some background office chatter, but it does not interfere with the main conversation.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": "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 confirms their identity, try to complete the basic profile verification (city, procurement role) before asking about immediate requirements to gather key data even if they have no current need.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "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": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new lead who had registered on the platform. The customer immediately clarified that they are a manpower supply company and do not consume or deal in steel. The agent confirmed this information and professionally closed the call, correctly identifying the lead as disqualified.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, actually you were registered on our platform day before yesterday. Regarding that we called you.\", \"comment\": \"The agent correctly referenced the platform registration in a polite, non-pushy opener.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only attempted to verify the company name before the lead was disqualified; did not ask about city, procurement role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent asked about the business type, but the call was terminated once the customer confirmed they do not use steel, preventing any further discovery.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had an opportunity to explain the platform's benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked about a requirement, the lead was disqualified, so no opportunity was identified or callback scheduled as per the step's criteria.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was professionally closed as a disqualified lead, which is not one of the three required positive outcomes for this step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer confirms their identity, try to complete the basic profile verification (city, procurement role) before asking about immediate requirements to gather key data even if they have no current need.\", \"segment_detected\": \"wrong_product\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new lead who had registered on the platform. The customer immediately clarified that they are a manpower supply company and do not consume or deal in steel. The agent confirmed this information and professionally closed the call, correctly identifying the lead as disqualified.\"}", "error": null, "latency_ms": 41783, "input_tokens": 2887, "output_tokens": 723, "created_at": "2026-09-25 11:16:54", "sentiment": "neutral", "sentiment_score": -0.009, "sentiment_confidence": "high", "pos": 8, "neg": 4, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.656, "agent_talk_sec": 22.3, "customer_talk_sec": 11.7, "dead_air_sec": 49.0, "longest_monologue_sec": 6.7, "agent_wpm": 244.8, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 4, "words_agent": 91, "words_customer": 38, "monologue_heavy": 0, "turns": [ { "ucid": "21112178893073872", "idx": 0, "speaker": "customer", "start_s": 1.8, "end_s": 2.31, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178893073872", "idx": 1, "speaker": "agent", "start_s": 2.8, "end_s": 4.01, "text_en": "Hello Mr. Enterprises?", "text_native": "Hello Mr. Enterprises?" }, { "ucid": "21112178893073872", "idx": 2, "speaker": "customer", "start_s": 4.5, "end_s": 4.9, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "21112178893073872", "idx": 3, "speaker": "agent", "start_s": 5.5, "end_s": 8.3, "text_en": "Uh sir, good morning. This is Aditya from JSW One.", "text_native": "Uh sir, good morning. This is Aditya from JSW One." }, { "ucid": "21112178893073872", "idx": 4, "speaker": "customer", "start_s": 8.89, "end_s": 9.4, "text_en": "Yes sir.", "text_native": "Yes sir." }, { "ucid": "21112178893073872", "idx": 5, "speaker": "agent", "start_s": 9.78, "end_s": 16.5, "text_en": "Sir, actually you were registered on our platform day before yesterday. Regarding that we called you. Uh we wanted to understand, do you have any steel requirement?", "text_native": "Sir, actually you were registered on our platform day before yesterday. Regarding that we called you. Uh we wanted to understand, do you have any steel requirement?" }, { "ucid": "21112178893073872", "idx": 6, "speaker": "customer", "start_s": 17.2, "end_s": 18.8, "text_en": "Sir, we are the manpower supplier.", "text_native": "Sir, we are the manpower supplier." }, { "ucid": "21112178893073872", "idx": 7, "speaker": "agent", "start_s": 19.4, "end_s": 22.8, "text_en": "Okay. Actually you were registered, so can you brief me about your business a little?", "text_native": "Okay. Actually you were registered, so can you brief me about your business a little?" }, { "ucid": "21112178893073872", "idx": 8, "speaker": "customer", "start_s": 23.4, "end_s": 28.8, "text_en": "Uh generally we provide sir manpower required in industries uh from unskilled to highly skilled professionals.", "text_native": "Uh generally we provide sir manpower required in industries uh from unskilled to highly skilled professionals." }, { "ucid": "21112178893073872", "idx": 9, "speaker": "agent", "start_s": 28.8, "end_s": 33.4, "text_en": "Okay, okay. So you... Okay, so you don't like, you don't consume steel in your business or you only supply manpower?", "text_native": "Okay, okay. So you... Okay, so you don't like, you don't consume steel in your business or you only supply manpower?" }, { "ucid": "21112178893073872", "idx": 10, "speaker": "customer", "start_s": 33.8, "end_s": 36.6, "text_en": "Yeah, yeah, we don't consume steel. We only supply manpower.", "text_native": "Yeah, yeah, we don't consume steel. We only supply manpower." }, { "ucid": "21112178893073872", "idx": 11, "speaker": "agent", "start_s": 37.0, "end_s": 40.6, "text_en": "Okay sir, okay, got it. I will uh note note it down. Thank you sir.", "text_native": "Okay sir, okay, got it. I will uh note note it down. Thank you sir." }, { "ucid": "21112178893073872", "idx": 12, "speaker": "customer", "start_s": 41.2, "end_s": 41.7, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178893073872", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, actually you were registered on our platform day before yesterday. Regarding that we called you.", "comment": "The agent correctly referenced the platform registration in a polite, non-pushy opener." }, { "ucid": "21112178893073872", "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 attempted to verify the company name before the lead was disqualified; did not ask about city, procurement role, or contact details." }, { "ucid": "21112178893073872", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Agent asked about the business type, but the call was terminated once the customer confirmed they do not use steel, preventing any further discovery." }, { "ucid": "21112178893073872", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the agent had an opportunity to explain the platform's benefits." }, { "ucid": "21112178893073872", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although the agent asked about a requirement, the lead was disqualified, so no opportunity was identified or callback scheduled as per the step's criteria." }, { "ucid": "21112178893073872", "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 was professionally closed as a disqualified lead, which is not one of the three required positive outcomes for this step." } ], "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": [] }