{ "ucid": "21112178910174781", "call_date": "2026-09-11", "start_time": "2026-09-11 10:12:27", "end_time": "2026-09-11 10:13:34", "duration_sec": 67, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8387230b817133a0f802437d3bb4b0ae.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 277, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910174781__DIA8387230b817133a0f802437d3bb4b0ae.mp3", "audio_bytes": 125280, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 41.76, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: You are speaking from the JSW One platform, right? (JSW One platform से बोल रहे हो ना आप?)\n[4s] AGENT: From JSW. (JSW से.)\n[5s] CUSTOMER: Yeah.\n[6s] AGENT: Yes. (हां जी।)\n[6s] AGENT: Uh sir, you had created an inquiry on our portal, so is this request for cement or what? (अह सर आपने कुछ इन्क्वायरी बनाया था हमारे पोर्टल पे, सो ये रिक्वेस्ट सीमेंट और वॉट?)\n[12s] CUSTOMER: Cement.\n[13s] CUSTOMER: Okay, there is a requirement for cement and also for MMS, module mounting structure. (Okay, cement का रिक्वायरमेंट है और MMS का भी, module mounting structure का भी रिक्वायरमेंट है।)\n[18s] AGENT: Okay.\n[18s] CUSTOMER: So we closed it, your executive had come. (तो हम लोग क्लोज कर दिए, आपका एग्जीक्यूटिव आया था।)\n[21s] AGENT: Yes, yes. (हां हां।)\n[22s] CUSTOMER: Yes, yes. Only cement is needed now. (हां हां। खाली सीमेंट का चाहिए अभी।)\n[24s] AGENT: Okay sir, I will tell a cement team to connect with you. (ठीक है सर, मैं एक सीमेंट टीम को बोलता हूं आपसे कनेक्ट करने के लिए।)\n[28s] CUSTOMER: Okay ji. (Okay जी।)\n[29s] AGENT: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some background noise is present but does not significantly affect 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": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "You did the perfect thing on this call by quickly identifying the customer needed cement and routing them to the correct team. The low pitch score is a system artifact and does not reflect poor performance.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "cement", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": null, "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 confirmed they had raised an inquiry on the portal but that the steel (MMS) portion was already closed. They now only require cement. The agent correctly identified this was for a different product team and promised to have the cement team connect with the customer.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had created an inquiry on our portal, so is this request for cement or what?\", \"comment\": \"The agent immediately and correctly referenced the customer's inquiry on the JSW One portal.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked about the product before correctly identifying the lead needed to be routed to another team, so no other fields were revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was correctly identified as a wrong product line and routed to the appropriate team.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not attempt to close a steel sale, and instead correctly offered to connect the customer with the cement team.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had created an inquiry on our portal, so is this request for cement or what?\", \"comment\": \"The agent did not pitch any products and focused solely on addressing the customer's existing inquiry.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You did the perfect thing on this call by quickly identifying the customer needed cement and routing them to the correct team. The low pitch score is a system artifact and does not reflect poor performance.\", \"segment_detected\": \"cement\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": null, \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer confirmed they had raised an inquiry on the portal but that the steel (MMS) portion was already closed. They now only require cement. The agent correctly identified this was for a different product team and promised to have the cement team connect with the customer.\"}", "error": null, "latency_ms": 44683, "input_tokens": 2992, "output_tokens": 674, "created_at": "2026-09-25 11:04:46", "sentiment": "negative", "sentiment_score": -0.506, "sentiment_confidence": "high", "pos": 2, "neg": 12, "lex_hits": 9, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.444, "agent_talk_sec": 11.2, "customer_talk_sec": 14.0, "dead_air_sec": 41.8, "longest_monologue_sec": 5.4, "agent_wpm": 203.6, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 1, "words_agent": 38, "words_customer": 43, "monologue_heavy": 0, "turns": [ { "ucid": "21112178910174781", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.5, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178910174781", "idx": 1, "speaker": "agent", "start_s": 0.8, "end_s": 1.2, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178910174781", "idx": 2, "speaker": "customer", "start_s": 2.0, "end_s": 4.4, "text_en": "You are speaking from the JSW One platform, right?", "text_native": "JSW One platform से बोल रहे हो ना आप?" }, { "ucid": "21112178910174781", "idx": 3, "speaker": "agent", "start_s": 4.5, "end_s": 5.2, "text_en": "From JSW.", "text_native": "JSW से." }, { "ucid": "21112178910174781", "idx": 4, "speaker": "customer", "start_s": 5.3, "end_s": 5.6, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178910174781", "idx": 5, "speaker": "agent", "start_s": 5.8, "end_s": 6.2, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178910174781", "idx": 6, "speaker": "agent", "start_s": 6.5, "end_s": 11.5, "text_en": "Uh sir, you had created an inquiry on our portal, so is this request for cement or what?", "text_native": "अह सर आपने कुछ इन्क्वायरी बनाया था हमारे पोर्टल पे, सो ये रिक्वेस्ट सीमेंट और वॉट?" }, { "ucid": "21112178910174781", "idx": 7, "speaker": "customer", "start_s": 11.8, "end_s": 12.3, "text_en": "Cement.", "text_native": "Cement." }, { "ucid": "21112178910174781", "idx": 8, "speaker": "customer", "start_s": 12.8, "end_s": 17.8, "text_en": "Okay, there is a requirement for cement and also for MMS, module mounting structure.", "text_native": "Okay, cement का रिक्वायरमेंट है और MMS का भी, module mounting structure का भी रिक्वायरमेंट है।" }, { "ucid": "21112178910174781", "idx": 9, "speaker": "agent", "start_s": 18.0, "end_s": 18.4, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178910174781", "idx": 10, "speaker": "customer", "start_s": 18.5, "end_s": 20.8, "text_en": "So we closed it, your executive had come.", "text_native": "तो हम लोग क्लोज कर दिए, आपका एग्जीक्यूटिव आया था।" }, { "ucid": "21112178910174781", "idx": 11, "speaker": "agent", "start_s": 21.0, "end_s": 21.5, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178910174781", "idx": 12, "speaker": "customer", "start_s": 21.8, "end_s": 24.0, "text_en": "Yes, yes. Only cement is needed now.", "text_native": "हां हां। खाली सीमेंट का चाहिए अभी।" }, { "ucid": "21112178910174781", "idx": 13, "speaker": "agent", "start_s": 24.5, "end_s": 27.8, "text_en": "Okay sir, I will tell a cement team to connect with you.", "text_native": "ठीक है सर, मैं एक सीमेंट टीम को बोलता हूं आपसे कनेक्ट करने के लिए।" }, { "ucid": "21112178910174781", "idx": 14, "speaker": "customer", "start_s": 28.0, "end_s": 28.8, "text_en": "Okay ji.", "text_native": "Okay जी।" }, { "ucid": "21112178910174781", "idx": 15, "speaker": "agent", "start_s": 29.0, "end_s": 29.5, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178910174781", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Uh sir, you had created an inquiry on our portal, so is this request for cement or what?", "comment": "The agent immediately and correctly referenced the customer's inquiry on the JSW One portal." }, { "ucid": "21112178910174781", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only asked about the product before correctly identifying the lead needed to be routed to another team, so no other fields were revalidated." }, { "ucid": "21112178910174781", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked as the call was correctly identified as a wrong product line and routed to the appropriate team." }, { "ucid": "21112178910174781", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not attempt to close a steel sale, and instead correctly offered to connect the customer with the cement team." }, { "ucid": "21112178910174781", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh sir, you had created an inquiry on our portal, so is this request for cement or what?", "comment": "The agent did not pitch any products and focused solely on addressing the customer's existing inquiry." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }