{ "ucid": "21112178903368951", "call_date": "2026-09-10", "start_time": "2026-09-10 15:18:08", "end_time": "2026-09-10 15:19:26", "duration_sec": 78, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9eca7f691ccbea5f5d9fcb91352302f7.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 349, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178903368951__DIA9eca7f691ccbea5f5d9fcb91352302f7.mp3", "audio_bytes": 163080, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 54.36, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello, Neel Kantheshwar Solar Energy? (हेलो, नील कंठेश्वर सोलर एनर्जी?)\n[4s] CUSTOMER: Yes. (जी.)\n[5s] AGENT: Sir, hello. I am Aditya Pandey speaking from JSW One. (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[8s] CUSTOMER: Yes. (जी।)\n[9s] AGENT: Sir, you were registered on our platform, I had called regarding that. I just wanted to know a little about you, what business you do and what your requirements are. (सर आप भी हमारे प्लॅटफॉर्म पे रजिस्टर थे, उसी के रिगार्डिंग कॉल किया था। वही जानना था सर आपके बारे में थोड़ा की क्या बिज़नेस करते हैं आप और क्या रिक्वायरमेंट रहती है आपकी?)\n[13s] CUSTOMER: Solar. Solar. (सोलर। सोलर।)\n[15s] AGENT: Uh, sorry what? Solar, meaning do you make solar panels? (अह सॉरी क्या? सोलर, मतलब सोलर पैनल्स बनाते हैं क्या आप?)\n[18s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[19s] AGENT: So, is GI material required for you? (तो GI मटेरियल रिक्वायर्ड रहता है क्या आपको?)\n[21s] CUSTOMER: No no, that application ID is not in use, right? (नहीं नहीं, वो एप्लीकेशन आईडी यूज़ नहीं है ना?)\n[23s] AGENT: Hmm hmm. (हम्म हम्म।)\n[24s] CUSTOMER: No no no no, it was done by mistake, that's why. (नहीं नहीं नहीं नहीं, वो रॉंग से हो गया था इसलिए।)\n[26s] AGENT: No no, I thought that you, you don't buy steel? I was asking this. (नहीं नहीं, मेरेको लगा था की आपको ये, आप स्टील में बाय नहीं करते क्या? मैं ये पूछ रहा था।)\n[29s] CUSTOMER: What? (क्या?)\n[30s] AGENT: Do you purchase steel, sir, or not? (स्टील परचेस करते हैं सर की नहीं?)\n[31s] CUSTOMER: No, no no no, I don't. (ना, नहीं नहीं नहीं, नहीं करते।)\n[33s] AGENT: Okay, alright sir, okay. I thought so because you were registered on our platform. (अच्छा, ठीक है सर, ओके। मेरेको लगा क्योंकि आप हमारे प्लॅटफॉर्म पे रजिस्टर थे।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 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 says they have no current requirement or registered by mistake, still attempt to schedule a specific future callback to keep the lead warm.", "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 registrant, a solar panel manufacturer. The customer immediately clarified that the registration was a mistake and they do not purchase steel. The agent confirmed this understanding and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you were registered on our platform, I had called regarding that.\", \"comment\": \"The agent provided a warm welcome and stated the reason for the call clearly.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Neel Kantheshwar Solar Energy?... Do you purchase steel, sir, or not?\", \"comment\": \"The agent confirmed the company name and asked about steel procurement, but did not ask for the city or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"what business you do and what your requirements are.\", \"comment\": \"The agent asked about business type and application, but the customer shut down the call before any further discovery could be done.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had a chance to explain the platform's benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer stated no requirement, and the agent did not attempt to schedule a specific callback for the future.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a simple acknowledgement, not with one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement or registered by mistake, still attempt to schedule a specific future callback to keep the lead warm.\", \"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 registrant, a solar panel manufacturer. The customer immediately clarified that the registration was a mistake and they do not purchase steel. The agent confirmed this understanding and ended the call.\"}", "error": null, "latency_ms": 29763, "input_tokens": 3189, "output_tokens": 703, "created_at": "2026-09-25 11:07:48", "sentiment": "negative", "sentiment_score": -0.563, "sentiment_confidence": "high", "pos": 0, "neg": 7, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.706, "agent_talk_sec": 19.7, "customer_talk_sec": 8.2, "dead_air_sec": 50.1, "longest_monologue_sec": 4.8, "agent_wpm": 301.5, "interruptions": 0, "agent_turns": 9, "customer_turns": 9, "discovery_qs": 6, "words_agent": 99, "words_customer": 35, "monologue_heavy": 0, "turns": [ { "ucid": "21112178903368951", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.31, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178903368951", "idx": 1, "speaker": "agent", "start_s": 1.9, "end_s": 4.01, "text_en": "Hello, Neel Kantheshwar Solar Energy?", "text_native": "हेलो, नील कंठेश्वर सोलर एनर्जी?" }, { "ucid": "21112178903368951", "idx": 2, "speaker": "customer", "start_s": 4.38, "end_s": 4.68, "text_en": "Yes.", "text_native": "जी." }, { "ucid": "21112178903368951", "idx": 3, "speaker": "agent", "start_s": 5.2, "end_s": 7.6, "text_en": "Sir, hello. I am Aditya Pandey speaking from JSW One.", "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।" }, { "ucid": "21112178903368951", "idx": 4, "speaker": "customer", "start_s": 7.97, "end_s": 8.22, "text_en": "Yes.", "text_native": "जी।" }, { "ucid": "21112178903368951", "idx": 5, "speaker": "agent", "start_s": 8.56, "end_s": 13.4, "text_en": "Sir, you were registered on our platform, I had called regarding that. I just wanted to know a little about you, what business you do and what your requirements are.", "text_native": "सर आप भी हमारे प्लॅटफॉर्म पे रजिस्टर थे, उसी के रिगार्डिंग कॉल किया था। वही जानना था सर आपके बारे में थोड़ा की क्या बिज़नेस करते हैं आप और क्या रिक्वायरमेंट रहती है आपकी?" }, { "ucid": "21112178903368951", "idx": 6, "speaker": "customer", "start_s": 13.4, "end_s": 14.7, "text_en": "Solar. Solar.", "text_native": "सोलर। सोलर।" }, { "ucid": "21112178903368951", "idx": 7, "speaker": "agent", "start_s": 15.29, "end_s": 17.5, "text_en": "Uh, sorry what? Solar, meaning do you make solar panels?", "text_native": "अह सॉरी क्या? सोलर, मतलब सोलर पैनल्स बनाते हैं क्या आप?" }, { "ucid": "21112178903368951", "idx": 8, "speaker": "customer", "start_s": 17.7, "end_s": 18.4, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178903368951", "idx": 9, "speaker": "agent", "start_s": 18.88, "end_s": 20.18, "text_en": "So, is GI material required for you?", "text_native": "तो GI मटेरियल रिक्वायर्ड रहता है क्या आपको?" }, { "ucid": "21112178903368951", "idx": 10, "speaker": "customer", "start_s": 20.8, "end_s": 22.7, "text_en": "No no, that application ID is not in use, right?", "text_native": "नहीं नहीं, वो एप्लीकेशन आईडी यूज़ नहीं है ना?" }, { "ucid": "21112178903368951", "idx": 11, "speaker": "agent", "start_s": 23.1, "end_s": 23.6, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178903368951", "idx": 12, "speaker": "customer", "start_s": 24.2, "end_s": 26.1, "text_en": "No no no no, it was done by mistake, that's why.", "text_native": "नहीं नहीं नहीं नहीं, वो रॉंग से हो गया था इसलिए।" }, { "ucid": "21112178903368951", "idx": 13, "speaker": "agent", "start_s": 26.5, "end_s": 29.3, "text_en": "No no, I thought that you, you don't buy steel? I was asking this.", "text_native": "नहीं नहीं, मेरेको लगा था की आपको ये, आप स्टील में बाय नहीं करते क्या? मैं ये पूछ रहा था।" }, { "ucid": "21112178903368951", "idx": 14, "speaker": "customer", "start_s": 29.3, "end_s": 29.6, "text_en": "What?", "text_native": "क्या?" }, { "ucid": "21112178903368951", "idx": 15, "speaker": "agent", "start_s": 29.8, "end_s": 31.1, "text_en": "Do you purchase steel, sir, or not?", "text_native": "स्टील परचेस करते हैं सर की नहीं?" }, { "ucid": "21112178903368951", "idx": 16, "speaker": "customer", "start_s": 31.2, "end_s": 32.3, "text_en": "No, no no no, I don't.", "text_native": "ना, नहीं नहीं नहीं, नहीं करते।" }, { "ucid": "21112178903368951", "idx": 17, "speaker": "agent", "start_s": 32.7, "end_s": 34.9, "text_en": "Okay, alright sir, okay. I thought so because you were registered on our platform.", "text_native": "अच्छा, ठीक है सर, ओके। मेरेको लगा क्योंकि आप हमारे प्लॅटफॉर्म पे रजिस्टर थे।" } ], "steps": [ { "ucid": "21112178903368951", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, you were registered on our platform, I had called regarding that.", "comment": "The agent provided a warm welcome and stated the reason for the call clearly." }, { "ucid": "21112178903368951", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Neel Kantheshwar Solar Energy?... Do you purchase steel, sir, or not?", "comment": "The agent confirmed the company name and asked about steel procurement, but did not ask for the city or contact details." }, { "ucid": "21112178903368951", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "what business you do and what your requirements are.", "comment": "The agent asked about business type and application, but the customer shut down the call before any further discovery could be done." }, { "ucid": "21112178903368951", "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 a chance to explain the platform's benefits." }, { "ucid": "21112178903368951", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer stated no requirement, and the agent did not attempt to schedule a specific callback for the future." }, { "ucid": "21112178903368951", "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 ended with a simple acknowledgement, not with one of the three required 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": [] }