{ "ucid": "21112178894727011", "call_date": "2026-09-09", "start_time": "2026-09-09 15:17:50", "end_time": "2026-09-09 15:19:18", "duration_sec": 88, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd8911d73b601e46eca7d45f59a20cfc7.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 492, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178894727011__DIAd8911d73b601e46eca7d45f59a20cfc7.mp3", "audio_bytes": 221184, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 73.728, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[3s] CUSTOMER: Hello? (हेलो?)\n[4s] AGENT: Hello? (हेलो?)\n[5s] CUSTOMER: Yes? (हां?)\n[6s] AGENT: Sir, GS Power? (सर, GS Power?)\n[8s] CUSTOMER: GS Power? Why did you call? (GS Power? किस लिए कॉल किया आपने?)\n[11s] AGENT: Sir, this is Aditya Pandey speaking from JSW One. (सर, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[13s] CUSTOMER: Oh, Aditya Pandey. What do you want to talk about? (अच्छा, आदित्य पांडे। किस बारे में बात करनी है?)\n[16s] AGENT: Sir, actually you recently registered on our platform, on JSW One, so I called regarding that. I wanted to know about your business, what your business is and (सर एक्चुअली में अभी आपने हमारे प्लेटफार्म पर रजिस्टर किया था JSW One पे, तो उसी के रिगार्डिंग कॉल किया था। वही जानना था कि आपका बिज़नेस के बारे में कि क्या बिज़नेस है आपका और)\n[22s] CUSTOMER: Oh, regarding JSW's registration. Okay. Do you want to ask anything else? (अच्छा, JSW के रजिस्ट्रेशन के रिगार्डिंग। ठीक है। और कुछ पूछना चाहते हैं?)\n[26s] AGENT: Uh (अह)\n[28s] CUSTOMER: Yes, tell me. (जी, बताइए।)\n[29s] AGENT: Sir, what is your good name? (सर, आपका गुड नेम क्या है?)\n[31s] CUSTOMER: I work for Gupshup Brother Private Limited and (मैं Gupshup Brother Private Limited के लिए काम करता हूं और)\n[34s] CUSTOMER: Sir, he is busy right now. Would you like to leave a message or want a call back? (सर, अभी वो बिजी हैं। क्या आप कोई मैसेज छोड़ना चाहेंगे या कॉल बैक चाहते हैं?)\n[38s] AGENT: Okay, with him... I'll share on this number on WhatsApp. (ठीक है, उनसे मैं अपना इस नंबर पे शेयर कर देता हूं WhatsApp।)\n[42s] UNKNOWN: Gupshup Brother is a little busy right now. Would you like to leave a message or do you want him to call you? (अभी Gupshup Brother थोड़े बिजी हैं। क्या आप कोई मैसेज छोड़ना चाहेंगे या चाहते हैं वो आपको कॉल करें?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some background office chatter is audible but does not significantly impede transcription.", "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": 1.5, "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 you reach a gatekeeper who says the decision-maker is busy, your goal is to find the best time to call back; instead of defaulting to WhatsApp, ask \"When would be a better time for me to call him back?\".", "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 called a new registration but reached a gatekeeper, not the person who had registered. The agent attempted basic verification but was told the decision-maker was busy. The call ended prematurely with the agent offering to send details via WhatsApp, without securing a specific next step with the actual lead.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this is Aditya Pandey speaking from JSW One. Sir, actually you recently registered on our platform, on JSW One, so I called regarding that.\", \"comment\": \"The agent clearly stated their name, company, and the non-sales reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Sir, GS Power? ... Sir, your good name?\", \"comment\": \"The agent attempted to verify the company name and asked for the contact's name before the call was deflected by a gatekeeper.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by a gatekeeper before any business discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the stage where platform education could be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent was unable to ask about a current requirement as they were speaking to a gatekeeper.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, with him... I'll share on this number on WhatsApp.\", \"comment\": \"The call ended with a pivot to WhatsApp, which is not one of the three approved closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When you reach a gatekeeper who says the decision-maker is busy, your goal is to find the best time to call back; instead of defaulting to WhatsApp, ask \\\"When would be a better time for me to call him back?\\\".\", \"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 called a new registration but reached a gatekeeper, not the person who had registered. The agent attempted basic verification but was told the decision-maker was busy. The call ended prematurely with the agent offering to send details via WhatsApp, without securing a specific next step with the actual lead.\"}", "error": null, "latency_ms": 32767, "input_tokens": 3159, "output_tokens": 758, "created_at": "2026-09-25 11:14:41", "sentiment": "neutral", "sentiment_score": 0.003, "sentiment_confidence": "high", "pos": 1, "neg": 4, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.475, "agent_talk_sec": 13.3, "customer_talk_sec": 14.7, "dead_air_sec": 60.0, "longest_monologue_sec": 5.4, "agent_wpm": 261.7, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 3, "words_agent": 58, "words_customer": 59, "monologue_heavy": 0, "turns": [ { "ucid": "21112178894727011", "idx": 0, "speaker": "customer", "start_s": 2.98, "end_s": 3.4, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178894727011", "idx": 1, "speaker": "agent", "start_s": 4.2, "end_s": 4.61, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178894727011", "idx": 2, "speaker": "customer", "start_s": 5.1, "end_s": 5.43, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178894727011", "idx": 3, "speaker": "agent", "start_s": 6.17, "end_s": 7.03, "text_en": "Sir, GS Power?", "text_native": "सर, GS Power?" }, { "ucid": "21112178894727011", "idx": 4, "speaker": "customer", "start_s": 7.67, "end_s": 9.3, "text_en": "GS Power? Why did you call?", "text_native": "GS Power? किस लिए कॉल किया आपने?" }, { "ucid": "21112178894727011", "idx": 5, "speaker": "agent", "start_s": 10.6, "end_s": 12.8, "text_en": "Sir, this is Aditya Pandey speaking from JSW One.", "text_native": "सर, मैं आदित्य पांडे बात कर रहा था JSW One से।" }, { "ucid": "21112178894727011", "idx": 6, "speaker": "customer", "start_s": 13.49, "end_s": 15.6, "text_en": "Oh, Aditya Pandey. What do you want to talk about?", "text_native": "अच्छा, आदित्य पांडे। किस बारे में बात करनी है?" }, { "ucid": "21112178894727011", "idx": 7, "speaker": "agent", "start_s": 16.0, "end_s": 21.4, "text_en": "Sir, actually you recently registered on our platform, on JSW One, so I called regarding that. I wanted to know about your business, what your business is and", "text_native": "सर एक्चुअली में अभी आपने हमारे प्लेटफार्म पर रजिस्टर किया था JSW One पे, तो उसी के रिगार्डिंग कॉल किया था। वही जानना था कि आपका बिज़नेस के बारे में कि क्या बिज़नेस है आपका और" }, { "ucid": "21112178894727011", "idx": 8, "speaker": "customer", "start_s": 22.0, "end_s": 25.4, "text_en": "Oh, regarding JSW's registration. Okay. Do you want to ask anything else?", "text_native": "अच्छा, JSW के रजिस्ट्रेशन के रिगार्डिंग। ठीक है। और कुछ पूछना चाहते हैं?" }, { "ucid": "21112178894727011", "idx": 9, "speaker": "agent", "start_s": 26.2, "end_s": 26.5, "text_en": "Uh", "text_native": "अह" }, { "ucid": "21112178894727011", "idx": 10, "speaker": "customer", "start_s": 27.5, "end_s": 28.1, "text_en": "Yes, tell me.", "text_native": "जी, बताइए।" }, { "ucid": "21112178894727011", "idx": 11, "speaker": "agent", "start_s": 28.6, "end_s": 29.7, "text_en": "Sir, what is your good name?", "text_native": "सर, आपका गुड नेम क्या है?" }, { "ucid": "21112178894727011", "idx": 12, "speaker": "customer", "start_s": 30.6, "end_s": 33.2, "text_en": "I work for Gupshup Brother Private Limited and", "text_native": "मैं Gupshup Brother Private Limited के लिए काम करता हूं और" }, { "ucid": "21112178894727011", "idx": 13, "speaker": "customer", "start_s": 33.7, "end_s": 37.3, "text_en": "Sir, he is busy right now. Would you like to leave a message or want a call back?", "text_native": "सर, अभी वो बिजी हैं। क्या आप कोई मैसेज छोड़ना चाहेंगे या कॉल बैक चाहते हैं?" }, { "ucid": "21112178894727011", "idx": 14, "speaker": "agent", "start_s": 37.9, "end_s": 40.9, "text_en": "Okay, with him... I'll share on this number on WhatsApp.", "text_native": "ठीक है, उनसे मैं अपना इस नंबर पे शेयर कर देता हूं WhatsApp।" }, { "ucid": "21112178894727011", "idx": 15, "speaker": "unknown", "start_s": 41.6, "end_s": 45.6, "text_en": "Gupshup Brother is a little busy right now. Would you like to leave a message or do you want him to call you?", "text_native": "अभी Gupshup Brother थोड़े बिजी हैं। क्या आप कोई मैसेज छोड़ना चाहेंगे या चाहते हैं वो आपको कॉल करें?" } ], "steps": [ { "ucid": "21112178894727011", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, this is Aditya Pandey speaking from JSW One. Sir, actually you recently registered on our platform, on JSW One, so I called regarding that.", "comment": "The agent clearly stated their name, company, and the non-sales reason for the call." }, { "ucid": "21112178894727011", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Sir, GS Power? ... Sir, your good name?", "comment": "The agent attempted to verify the company name and asked for the contact's name before the call was deflected by a gatekeeper." }, { "ucid": "21112178894727011", "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 terminated by a gatekeeper before any business discovery questions could be asked." }, { "ucid": "21112178894727011", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the stage where platform education could be provided." }, { "ucid": "21112178894727011", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent was unable to ask about a current requirement as they were speaking to a gatekeeper." }, { "ucid": "21112178894727011", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, with him... I'll share on this number on WhatsApp.", "comment": "The call ended with a pivot to WhatsApp, which is not one of the three approved closure 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": [] }