{ "ucid": "21112178901837561", "call_date": "2026-09-10", "start_time": "2026-09-10 11:02:55", "end_time": "2026-09-10 11:04:12", "duration_sec": 77, "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/DIAa8d6c3069062ae9111b360b6b9b76711.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 418, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901837561__DIAa8d6c3069062ae9111b360b6b9b76711.mp3", "audio_bytes": 150984, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 50.328, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello, am I speaking with Niharika Furniture, sir? (हॅलो, निहारिका फर्निचर से बोल रहे सर?)\n[3s] CUSTOMER: Hello? (हॅलो?)\n[4s] AGENT: Hello, am I speaking with Niharika Furniture, sir? (हॅलो, निहारिका फर्निचर से बोल रहे सर?)\n[6s] CUSTOMER: Yes, speaking. (जी हां, बोल रहा हूं।)\n[7s] AGENT: Sir, hello, this is Aditya Pandey calling from JSW One. (सर नमस्ते, मैं आदित्य पांडे बोल रहा था JSW One से।)\n[10s] CUSTOMER: JSW One, yes, tell me sir. (JSW One, हां बोलिए सर।)\n[12s] AGENT: Sir, yesterday you had registered on our platform, I had called regarding that, sir. We wanted to know, sir, do you have any requirement for steel, sir? (सर कल आपने हमारे प्लॅटफॉर्म पे रजिस्टर किया था, उसी के रिगार्डिंग कॉल किया था सर। हमें ये जानना था सर आपका कुछ रिक्वायरमेंट रहता है सर स्टील में?)\n[18s] CUSTOMER: I did have a requirement, but I needed some details and all. (रिक्वायरमेंट तो था लेकिन मुझे थोडा सा डिटेल्स वगेरा चाहिए था।)\n[22s] AGENT: Okay. (अच्छा।)\n[22s] CUSTOMER: So sir, can you call me between four and five? (तो सर आप मुझे एक चार से पांच के दरमियान फोन कर सकते हैं क्या?)\n[26s] AGENT: Uh okay sir, I will call you after some time. I'll... my WhatsApp, this is your WhatsApp number, right? I'll send you (अह ठीक है सर, मैं थोड़ी देर बाद आपको फोन करता हूं। मैं अपना WhatsApp, ये आपका WhatsApp नंबर है ना? मैं आपको)\n[31s] CUSTOMER: Yes, yes. (जी जी।)\n[31s] AGENT: I'll share my WhatsApp number. This is a DND number, you cannot call back on this. (WhatsApp नंबर शेयर कर देता हूं। ये क्या है DND नंबर है, इसपे आप कॉल बैक नहीं कर सकते।)\n[35s] CUSTOMER: Okay okay okay. (ओके ओके ओके।)\n[36s] AGENT: Okay sir, I'll share it. (ठीक है सर, मैं शेयर करता हूं।)\n[38s] CUSTOMER: Okay. (ओके।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 17, "connected": 1, "audio_notes": "clear: Some background traffic noise is audible on the customer's side, but it does not significantly impact transcription.", "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": 1.5, "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 a customer gives you a specific time to call back, like 'between four and five', confirm that exact time to secure the next step instead of saying 'after some time'.", "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 contacted a new registrant from a furniture company. The customer confirmed they had a steel requirement but immediately requested a callback between 4-5 PM. The agent agreed to call back 'after some time' and share his contact details, but did not confirm the specific time, ending the call without any discovery.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, hello, this is Aditya Pandey calling from JSW One. Sir, yesterday you had registered on our platform, I had called regarding that, sir.\", \"comment\": \"as the agent introduced himself and the call's purpose professionally.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Hello, am I speaking with Niharika Furniture, sir? ... this is your WhatsApp number, right?\", \"comment\": \"as the agent verified company and contact number, but missed city and procurement role.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"as the customer deferred the call before discovery could begin.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"as no platform benefits were explained.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh okay sir, I will call you after some time.\", \"comment\": \"as the agent failed to confirm the specific callback window offered by the customer.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh okay sir, I will call you after some time.\", \"comment\": \"as no specific next step (like a confirmed callback time) was established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives you a specific time to call back, like 'between four and five', confirm that exact time to secure the next step instead of saying 'after some time'.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": 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 from a furniture company. The customer confirmed they had a steel requirement but immediately requested a callback between 4-5 PM. The agent agreed to call back 'after some time' and share his contact details, but did not confirm the specific time, ending the call without any discovery.\"}", "error": null, "latency_ms": 38490, "input_tokens": 3186, "output_tokens": 718, "created_at": "2026-09-25 11:11:14", "sentiment": "positive", "sentiment_score": 0.56, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.661, "agent_talk_sec": 20.9, "customer_talk_sec": 10.7, "dead_air_sec": 45.4, "longest_monologue_sec": 5.9, "agent_wpm": 278.5, "interruptions": 0, "agent_turns": 8, "customer_turns": 9, "discovery_qs": 4, "words_agent": 97, "words_customer": 38, "monologue_heavy": 0, "turns": [ { "ucid": "21112178901837561", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.27, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178901837561", "idx": 1, "speaker": "agent", "start_s": 1.57, "end_s": 2.9, "text_en": "Hello, am I speaking with Niharika Furniture, sir?", "text_native": "हॅलो, निहारिका फर्निचर से बोल रहे सर?" }, { "ucid": "21112178901837561", "idx": 2, "speaker": "customer", "start_s": 3.3, "end_s": 3.7, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178901837561", "idx": 3, "speaker": "agent", "start_s": 4.1, "end_s": 5.5, "text_en": "Hello, am I speaking with Niharika Furniture, sir?", "text_native": "हॅलो, निहारिका फर्निचर से बोल रहे सर?" }, { "ucid": "21112178901837561", "idx": 4, "speaker": "customer", "start_s": 5.87, "end_s": 6.67, "text_en": "Yes, speaking.", "text_native": "जी हां, बोल रहा हूं।" }, { "ucid": "21112178901837561", "idx": 5, "speaker": "agent", "start_s": 7.0, "end_s": 9.8, "text_en": "Sir, hello, this is Aditya Pandey calling from JSW One.", "text_native": "सर नमस्ते, मैं आदित्य पांडे बोल रहा था JSW One से।" }, { "ucid": "21112178901837561", "idx": 6, "speaker": "customer", "start_s": 10.0, "end_s": 11.3, "text_en": "JSW One, yes, tell me sir.", "text_native": "JSW One, हां बोलिए सर।" }, { "ucid": "21112178901837561", "idx": 7, "speaker": "agent", "start_s": 11.6, "end_s": 17.5, "text_en": "Sir, yesterday you had registered on our platform, I had called regarding that, sir. We wanted to know, sir, do you have any requirement for steel, sir?", "text_native": "सर कल आपने हमारे प्लॅटफॉर्म पे रजिस्टर किया था, उसी के रिगार्डिंग कॉल किया था सर। हमें ये जानना था सर आपका कुछ रिक्वायरमेंट रहता है सर स्टील में?" }, { "ucid": "21112178901837561", "idx": 8, "speaker": "customer", "start_s": 18.0, "end_s": 21.0, "text_en": "I did have a requirement, but I needed some details and all.", "text_native": "रिक्वायरमेंट तो था लेकिन मुझे थोडा सा डिटेल्स वगेरा चाहिए था।" }, { "ucid": "21112178901837561", "idx": 9, "speaker": "agent", "start_s": 21.5, "end_s": 21.8, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178901837561", "idx": 10, "speaker": "customer", "start_s": 22.3, "end_s": 25.2, "text_en": "So sir, can you call me between four and five?", "text_native": "तो सर आप मुझे एक चार से पांच के दरमियान फोन कर सकते हैं क्या?" }, { "ucid": "21112178901837561", "idx": 11, "speaker": "agent", "start_s": 25.8, "end_s": 30.5, "text_en": "Uh okay sir, I will call you after some time. I'll... my WhatsApp, this is your WhatsApp number, right? I'll send you", "text_native": "अह ठीक है सर, मैं थोड़ी देर बाद आपको फोन करता हूं। मैं अपना WhatsApp, ये आपका WhatsApp नंबर है ना? मैं आपको" }, { "ucid": "21112178901837561", "idx": 12, "speaker": "customer", "start_s": 30.6, "end_s": 31.0, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178901837561", "idx": 13, "speaker": "agent", "start_s": 31.0, "end_s": 34.5, "text_en": "I'll share my WhatsApp number. This is a DND number, you cannot call back on this.", "text_native": "WhatsApp नंबर शेयर कर देता हूं। ये क्या है DND नंबर है, इसपे आप कॉल बैक नहीं कर सकते।" }, { "ucid": "21112178901837561", "idx": 14, "speaker": "customer", "start_s": 34.7, "end_s": 35.8, "text_en": "Okay okay okay.", "text_native": "ओके ओके ओके।" }, { "ucid": "21112178901837561", "idx": 15, "speaker": "agent", "start_s": 36.2, "end_s": 37.2, "text_en": "Okay sir, I'll share it.", "text_native": "ठीक है सर, मैं शेयर करता हूं।" }, { "ucid": "21112178901837561", "idx": 16, "speaker": "customer", "start_s": 37.6, "end_s": 38.0, "text_en": "Okay.", "text_native": "ओके।" } ], "steps": [ { "ucid": "21112178901837561", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, hello, this is Aditya Pandey calling from JSW One. Sir, yesterday you had registered on our platform, I had called regarding that, sir.", "comment": "as the agent introduced himself and the call's purpose professionally." }, { "ucid": "21112178901837561", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Hello, am I speaking with Niharika Furniture, sir? ... this is your WhatsApp number, right?", "comment": "as the agent verified company and contact number, but missed city and procurement role." }, { "ucid": "21112178901837561", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "as the customer deferred the call before discovery could begin." }, { "ucid": "21112178901837561", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "as no platform benefits were explained." }, { "ucid": "21112178901837561", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh okay sir, I will call you after some time.", "comment": "as the agent failed to confirm the specific callback window offered by the customer." }, { "ucid": "21112178901837561", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh okay sir, I will call you after some time.", "comment": "as no specific next step (like a confirmed callback time) was established." } ], "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": [] }