{ "ucid": "21112178910667991", "call_date": "2026-09-11", "start_time": "2026-09-11 11:34:39", "end_time": "2026-09-11 11:35:42", "duration_sec": 63, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2c8b8830de6a1224c5d969ec17a9528f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 260, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910667991__DIA2c8b8830de6a1224c5d969ec17a9528f.mp3", "audio_bytes": 117288, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 39.096, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Hello?\n[2s] CUSTOMER: Yes. (हाँ जी।)\n[2s] AGENT: Are you speaking from Quantum Engineers? (Quantum Engineers से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes. (हाँ जी।)\n[5s] AGENT: This is Rohit Mishra speaking from JSW, from Mumbai. (रोहित मिश्रा बात कर रहा हूँ JSW से, from Mumbai.)\n[7s] CUSTOMER: From where? (कहाँ से?)\n[8s] AGENT: This is Rohit Mishra speaking from JSW, Mumbai. (रोहित मिश्रा बात कर रहा हूँ from JSW, Mumbai.)\n[11s] CUSTOMER: Okay.\n[12s] AGENT: Uh, may I know your good name, sir? (अह, आपका शुभ नाम जान सकता हूँ सर?)\n[14s] CUSTOMER: In what context are you talking? (आप किस context में बात कर रहे हैं?)\n[16s] AGENT: Uh, the context is that your account was just registered on my platform, on JSW One MSME. (अह, context ये है like just आपका account registered था मेरे platform पे, JSW One MSME पे।)\n[20s] AGENT: So regarding that, if there is any requirement now then (तो उसके regarding अगर अभी कुछ requirement है तो)\n[21s] CUSTOMER: No, there is no such special requirement right now. (नहीं अभी requirement है नहीं ऐसी कुछ ख़ास।)\n[23s] AGENT: Alright, alright. Okay. Thank you. (ठीक है, ठीक है। Okay. Thank you.)\n[25s] CUSTOMER: Yes. (हाँ।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: There is some minor background office chatter, but it does not 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When a customer says they have no current requirement, don't end the call. Ask about their typical procurement cycle to schedule a better time to call back.", "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 lead from 'Quantum Engineers' based on a platform registration. The agent asked if there was a requirement, the customer said no, and the agent immediately ended the call without attempting discovery or scheduling a follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission or if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the customer stated they had no requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"if there is any requirement now then\", \"comment\": \"The agent successfully asked if a current requirement existed.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent ended the call with 'Thank you' without setting any future next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, don't end the call. Ask about their typical procurement cycle to schedule a better time to call back.\", \"segment_detected\": \"manufacturing\", \"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 contacted a lead from 'Quantum Engineers' based on a platform registration. The agent asked if there was a requirement, the customer said no, and the agent immediately ended the call without attempting discovery or scheduling a follow-up.\"}", "error": null, "latency_ms": 35765, "input_tokens": 2931, "output_tokens": 651, "created_at": "2026-09-25 11:03:52", "sentiment": "neutral", "sentiment_score": -0.086, "sentiment_confidence": "high", "pos": 0, "neg": 1, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.726, "agent_talk_sec": 14.3, "customer_talk_sec": 5.4, "dead_air_sec": 43.3, "longest_monologue_sec": 5.3, "agent_wpm": 268.5, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 3, "words_agent": 64, "words_customer": 22, "monologue_heavy": 1, "turns": [ { "ucid": "21112178910667991", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.84, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178910667991", "idx": 1, "speaker": "agent", "start_s": 1.36, "end_s": 1.69, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178910667991", "idx": 2, "speaker": "customer", "start_s": 1.98, "end_s": 2.28, "text_en": "Yes.", "text_native": "हाँ जी।" }, { "ucid": "21112178910667991", "idx": 3, "speaker": "agent", "start_s": 2.48, "end_s": 3.78, "text_en": "Are you speaking from Quantum Engineers?", "text_native": "Quantum Engineers से बात कर रहे हैं?" }, { "ucid": "21112178910667991", "idx": 4, "speaker": "customer", "start_s": 4.0, "end_s": 4.33, "text_en": "Yes.", "text_native": "हाँ जी।" }, { "ucid": "21112178910667991", "idx": 5, "speaker": "agent", "start_s": 4.56, "end_s": 6.88, "text_en": "This is Rohit Mishra speaking from JSW, from Mumbai.", "text_native": "रोहित मिश्रा बात कर रहा हूँ JSW से, from Mumbai." }, { "ucid": "21112178910667991", "idx": 6, "speaker": "customer", "start_s": 7.23, "end_s": 7.73, "text_en": "From where?", "text_native": "कहाँ से?" }, { "ucid": "21112178910667991", "idx": 7, "speaker": "agent", "start_s": 8.04, "end_s": 10.21, "text_en": "This is Rohit Mishra speaking from JSW, Mumbai.", "text_native": "रोहित मिश्रा बात कर रहा हूँ from JSW, Mumbai." }, { "ucid": "21112178910667991", "idx": 8, "speaker": "customer", "start_s": 10.7, "end_s": 11.14, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178910667991", "idx": 9, "speaker": "agent", "start_s": 11.62, "end_s": 13.24, "text_en": "Uh, may I know your good name, sir?", "text_native": "अह, आपका शुभ नाम जान सकता हूँ सर?" }, { "ucid": "21112178910667991", "idx": 10, "speaker": "customer", "start_s": 13.9, "end_s": 15.26, "text_en": "In what context are you talking?", "text_native": "आप किस context में बात कर रहे हैं?" }, { "ucid": "21112178910667991", "idx": 11, "speaker": "agent", "start_s": 15.66, "end_s": 19.29, "text_en": "Uh, the context is that your account was just registered on my platform, on JSW One MSME.", "text_native": "अह, context ये है like just आपका account registered था मेरे platform पे, JSW One MSME पे।" }, { "ucid": "21112178910667991", "idx": 12, "speaker": "agent", "start_s": 19.55, "end_s": 21.2, "text_en": "So regarding that, if there is any requirement now then", "text_native": "तो उसके regarding अगर अभी कुछ requirement है तो" }, { "ucid": "21112178910667991", "idx": 13, "speaker": "customer", "start_s": 21.2, "end_s": 22.85, "text_en": "No, there is no such special requirement right now.", "text_native": "नहीं अभी requirement है नहीं ऐसी कुछ ख़ास।" }, { "ucid": "21112178910667991", "idx": 14, "speaker": "agent", "start_s": 23.0, "end_s": 24.29, "text_en": "Alright, alright. Okay. Thank you.", "text_native": "ठीक है, ठीक है। Okay. Thank you." }, { "ucid": "21112178910667991", "idx": 15, "speaker": "customer", "start_s": 24.82, "end_s": 25.07, "text_en": "Yes.", "text_native": "हाँ।" } ], "steps": [ { "ucid": "21112178910667991", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission or if it was a good time to talk." }, { "ucid": "21112178910667991", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a supply or price hook, instead asking directly for a requirement." }, { "ucid": "21112178910667991", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked before the customer stated they had no requirement." }, { "ucid": "21112178910667991", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any USPs could be pitched as no discovery was done." }, { "ucid": "21112178910667991", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "if there is any requirement now then", "comment": "The agent successfully asked if a current requirement existed." }, { "ucid": "21112178910667991", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent ended the call with 'Thank you' without setting any future next step." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }