{ "ucid": "21112178902886661", "call_date": "2026-09-10", "start_time": "2026-09-10 13:57:46", "end_time": "2026-09-10 13:59:30", "duration_sec": 104, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA029d1fe8ebf714498b96901171f9e221.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 384, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178902886661__DIA029d1fe8ebf714498b96901171f9e221.mp3", "audio_bytes": 221400, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 73.8, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello, yes. Good afternoon.\n[4s] AGENT: Is this Helkin Group?\n[6s] CUSTOMER: Sorry?\n[7s] AGENT: Is this Helkin Group?\n[8s] CUSTOMER: Yes, yes, yes.\n[9s] AGENT: Uh ma'am, actually we are calling from JSW One MSME, Jindal Steel Works.\n[12s] CUSTOMER: Yeah.\n[13s] AGENT: Uh so basically your account was registered on our portal. It got registered like today, today itself, yesterday in the noon.\n[18s] CUSTOMER: Yeah.\n[19s] AGENT: So I just wanted to understand, are we into steel procurement or something?\n[22s] CUSTOMER: No, actually we are into painting services. We are the painting services contractor. So I wanted to register for the JSW Paint.\n[27s] AGENT: Uh huh.\n[28s] CUSTOMER: Yeah. So actually I gone, firstly I registered and then I went your website. So there I saw only for the steel and cement.\n[33s] AGENT: That's right. That's right.\n[35s] CUSTOMER: Yeah.\n[36s] AGENT: No worries ma'am. I'll update it and I'll ask the paint team to connect with you.\n[39s] CUSTOMER: Yeah. No worries. Thank you.\n[40s] AGENT: Thank you.\n[42s] CUSTOMER: So I will, you will call me for the...\n[44s] AGENT: Yeah, you'll get a call back. You'll get a call back. Yeah, yeah. You'll get a call back.\n[46s] CUSTOMER: Yes. Thank you.\n[47s] AGENT: Yes, thank you.", "language": "English", "languages": "[\"English\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: The conversation is clear with minimal background noise.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "24 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 lead is for a different JSW division like Paint, your handling was perfect: identify the need, confirm you'll route them to the right team, and close professionally.", "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": 1, "material_detected": "JSW Paint", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, a painting contractor, registered on the portal intending to buy JSW Paint. The agent correctly identified that the JSW One MSME platform is for steel and cement. The agent handled the situation well by promising to forward the customer's details to the JSW Paint team for a callback.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh ma'am, actually we are calling from JSW One MSME, Jindal Steel Works. ... your account was registered on our portal.\", \"comment\": \"The agent opened the call by introducing the company and the reason for the call in a non-pushy, helpful manner.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Is this Helkin Group?\", \"comment\": \"The agent only verified the company name before the call was disqualified by the customer's product need.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent could not proceed to discovery as the customer immediately clarified they were looking for paint, not steel.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Platform education was not performed as the call was disqualified before this stage.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No steel opportunity was identified, and no specific callback was scheduled for steel products.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent provided a helpful referral to another team but did not achieve one of the three specified sales closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a lead is for a different JSW division like Paint, your handling was perfect: identify the need, confirm you'll route them to the right team, and close professionally.\", \"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\": true, \"material_detected\": \"JSW Paint\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a painting contractor, registered on the portal intending to buy JSW Paint. The agent correctly identified that the JSW One MSME platform is for steel and cement. The agent handled the situation well by promising to forward the customer's details to the JSW Paint team for a callback.\"}", "error": null, "latency_ms": 40519, "input_tokens": 3063, "output_tokens": 732, "created_at": "2026-09-25 11:09:40", "sentiment": "neutral", "sentiment_score": 0.108, "sentiment_confidence": "high", "pos": 16, "neg": 8, "lex_hits": 14, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.533, "agent_talk_sec": 21.6, "customer_talk_sec": 18.9, "dead_air_sec": 63.5, "longest_monologue_sec": 5.3, "agent_wpm": 280.6, "interruptions": 0, "agent_turns": 12, "customer_turns": 12, "discovery_qs": 3, "words_agent": 101, "words_customer": 75, "monologue_heavy": 0, "turns": [ { "ucid": "21112178902886661", "idx": 0, "speaker": "customer", "start_s": 1.18, "end_s": 1.68, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178902886661", "idx": 1, "speaker": "agent", "start_s": 2.1, "end_s": 2.5, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178902886661", "idx": 2, "speaker": "customer", "start_s": 2.77, "end_s": 4.1, "text_en": "Hello, yes. Good afternoon.", "text_native": "Hello, yes. Good afternoon." }, { "ucid": "21112178902886661", "idx": 3, "speaker": "agent", "start_s": 4.47, "end_s": 5.7, "text_en": "Is this Helkin Group?", "text_native": "Is this Helkin Group?" }, { "ucid": "21112178902886661", "idx": 4, "speaker": "customer", "start_s": 6.0, "end_s": 6.37, "text_en": "Sorry?", "text_native": "Sorry?" }, { "ucid": "21112178902886661", "idx": 5, "speaker": "agent", "start_s": 6.53, "end_s": 7.58, "text_en": "Is this Helkin Group?", "text_native": "Is this Helkin Group?" }, { "ucid": "21112178902886661", "idx": 6, "speaker": "customer", "start_s": 7.9, "end_s": 8.68, "text_en": "Yes, yes, yes.", "text_native": "Yes, yes, yes." }, { "ucid": "21112178902886661", "idx": 7, "speaker": "agent", "start_s": 8.93, "end_s": 11.88, "text_en": "Uh ma'am, actually we are calling from JSW One MSME, Jindal Steel Works.", "text_native": "Uh ma'am, actually we are calling from JSW One MSME, Jindal Steel Works." }, { "ucid": "21112178902886661", "idx": 8, "speaker": "customer", "start_s": 12.2, "end_s": 12.5, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178902886661", "idx": 9, "speaker": "agent", "start_s": 12.88, "end_s": 18.2, "text_en": "Uh so basically your account was registered on our portal. It got registered like today, today itself, yesterday in the noon.", "text_native": "Uh so basically your account was registered on our portal. It got registered like today, today itself, yesterday in the noon." }, { "ucid": "21112178902886661", "idx": 10, "speaker": "customer", "start_s": 18.2, "end_s": 18.47, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178902886661", "idx": 11, "speaker": "agent", "start_s": 18.7, "end_s": 21.1, "text_en": "So I just wanted to understand, are we into steel procurement or something?", "text_native": "So I just wanted to understand, are we into steel procurement or something?" }, { "ucid": "21112178902886661", "idx": 12, "speaker": "customer", "start_s": 21.6, "end_s": 27.2, "text_en": "No, actually we are into painting services. We are the painting services contractor. So I wanted to register for the JSW Paint.", "text_native": "No, actually we are into painting services. We are the painting services contractor. So I wanted to register for the JSW Paint." }, { "ucid": "21112178902886661", "idx": 13, "speaker": "agent", "start_s": 27.4, "end_s": 27.9, "text_en": "Uh huh.", "text_native": "Uh huh." }, { "ucid": "21112178902886661", "idx": 14, "speaker": "customer", "start_s": 28.3, "end_s": 33.3, "text_en": "Yeah. So actually I gone, firstly I registered and then I went your website. So there I saw only for the steel and cement.", "text_native": "Yeah. So actually I gone, firstly I registered and then I went your website. So there I saw only for the steel and cement." }, { "ucid": "21112178902886661", "idx": 15, "speaker": "agent", "start_s": 33.4, "end_s": 34.4, "text_en": "That's right. That's right.", "text_native": "That's right. That's right." }, { "ucid": "21112178902886661", "idx": 16, "speaker": "customer", "start_s": 34.8, "end_s": 35.1, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178902886661", "idx": 17, "speaker": "agent", "start_s": 35.6, "end_s": 38.6, "text_en": "No worries ma'am. I'll update it and I'll ask the paint team to connect with you.", "text_native": "No worries ma'am. I'll update it and I'll ask the paint team to connect with you." }, { "ucid": "21112178902886661", "idx": 18, "speaker": "customer", "start_s": 38.8, "end_s": 40.4, "text_en": "Yeah. No worries. Thank you.", "text_native": "Yeah. No worries. Thank you." }, { "ucid": "21112178902886661", "idx": 19, "speaker": "agent", "start_s": 40.4, "end_s": 41.0, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "21112178902886661", "idx": 20, "speaker": "customer", "start_s": 41.8, "end_s": 43.5, "text_en": "So I will, you will call me for the...", "text_native": "So I will, you will call me for the..." }, { "ucid": "21112178902886661", "idx": 21, "speaker": "agent", "start_s": 43.5, "end_s": 45.9, "text_en": "Yeah, you'll get a call back. You'll get a call back. Yeah, yeah. You'll get a call back.", "text_native": "Yeah, you'll get a call back. You'll get a call back. Yeah, yeah. You'll get a call back." }, { "ucid": "21112178902886661", "idx": 22, "speaker": "customer", "start_s": 45.9, "end_s": 47.0, "text_en": "Yes. Thank you.", "text_native": "Yes. Thank you." }, { "ucid": "21112178902886661", "idx": 23, "speaker": "agent", "start_s": 47.4, "end_s": 48.1, "text_en": "Yes, thank you.", "text_native": "Yes, thank you." } ], "steps": [ { "ucid": "21112178902886661", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh ma'am, actually we are calling from JSW One MSME, Jindal Steel Works. ... your account was registered on our portal.", "comment": "The agent opened the call by introducing the company and the reason for the call in a non-pushy, helpful manner." }, { "ucid": "21112178902886661", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Is this Helkin Group?", "comment": "The agent only verified the company name before the call was disqualified by the customer's product need." }, { "ucid": "21112178902886661", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent could not proceed to discovery as the customer immediately clarified they were looking for paint, not steel." }, { "ucid": "21112178902886661", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Platform education was not performed as the call was disqualified before this stage." }, { "ucid": "21112178902886661", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No steel opportunity was identified, and no specific callback was scheduled for steel products." }, { "ucid": "21112178902886661", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent provided a helpful referral to another team but did not achieve one of the three specified sales 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": [] }