{ "ucid": "21112178912094621", "call_date": "2026-09-11", "start_time": "2026-09-11 15:32:26", "end_time": "2026-09-11 15:34:46", "duration_sec": 140, "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/DIAaf6ad805580d8a7a738dbe629d41b4eb.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 195, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912094621__DIAaf6ad805580d8a7a738dbe629d41b4eb.mp3", "audio_bytes": 316440, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 105.48, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello Pankaj ji, namaste, I am Rohit calling from JSW One. (Hello पंकज जी नमस्ते, रोहित बात कर रहा हूं JSW One से।)\n[4s] CUSTOMER: Sir, Rohit speaking from where? (सर रोहित बात किधर से?)\n[6s] AGENT: From JSW One. (JSW One से।)\n[7s] CUSTOMER: From JSW One platform? (JSW One platform से?)\n[8s] AGENT: Yes. (हांजी।)\n[9s] CUSTOMER: Meaning? (मतलब?)\n[10s] AGENT: We are a company named JSW, JSW One platform. (हम JSW नाम की कंपनी है, JSW One platform.)\n[12s] CUSTOMER: Yes, hello, our Jindal Steel and uh Jindal Steel, JSW, yes. (હા, હેલો, અમારા જીંદાલ સ્ટીલ એન્ડ અ જીંદાલ સ્ટીલ, JSW, હા.)\n[16s] AGENT: Right, right. You're from you're from Bangalore, right?\n[18s] CUSTOMER: Huh? (Henh?)\n[18s] AGENT: You are from Bangalore, sir?\n[19s] CUSTOMER: Yes sir, I am from Bangalore but that I I have already retired and last two years I am not working. I am enjoying my retired life.\n[25s] AGENT: Okay. This Shri Nathji Fabricator...\n[27s] CUSTOMER: Shri Nathji Fabricator.\n[27s] AGENT: Yeah, is this your firm or is it like you were working in it?\n[30s] CUSTOMER: No, no, no. I was working. But what happened, after my retirement, that management has closed the company.\n[34s] AGENT: Oh, okay. (अच्छा, okay.)\n[35s] AGENT: So it seems like you're a valuable asset to the company, that's why it it might have happened.\n[38s] CUSTOMER: No, because see what happened I will tell you. Earlier main boss was there. But main boss eighty eight years, he expired. Then his his daughter came from US and see Indian to Indian culture to work taking the worker in a so there are difference of opinions so better I told I am quitting. So then she has two three months she has sold the property.\n[52s] AGENT: Hmm.\n[52s] CUSTOMER: Okay? So no more business at present now.\n[55s] AGENT: Okay. No problem, no problem sir. Yeah. Thanks.\n[57s] CUSTOMER: So from your JSW also you can remove that because...\n[59s] AGENT: Okay, sir. I'll just remove it. Yeah. Sure. Sure.", "language": "English", "languages": "[\"Hindi\", \"English\", \"Gujarati\"]", "turn_count": 24, "connected": 1, "audio_notes": "clear: There is some light background noise on the agent's side, but it does not significantly impact transcription.", "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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "While the lead was invalid, remember to always ask for permission to speak at the start of the call to maintain control of the opening.", "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 associated with Shri Nathji Fabricator. The customer, Pankaj, immediately informed the agent that he has been retired for two years and the company has since been closed and sold. The agent politely acknowledged the information and agreed to update the records.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello Pankaj ji, namaste, I am Rohit calling from JSW One.\", \"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 call was disqualified before the agent had a chance to deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately stated he was retired and the company is closed.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was disqualified before any requirement could be captured.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay, sir. I'll just remove it. Yeah. Sure. Sure.\", \"comment\": \"The agent agreed to an internal action (removing the contact), not a sales next step with the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"While the lead was invalid, remember to always ask for permission to speak at the start of the call to maintain control of the opening.\", \"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 associated with Shri Nathji Fabricator. The customer, Pankaj, immediately informed the agent that he has been retired for two years and the company has since been closed and sold. The agent politely acknowledged the information and agreed to update the records.\"}", "error": null, "latency_ms": 25044, "input_tokens": 3191, "output_tokens": 684, "created_at": "2026-09-25 10:57:50", "sentiment": "negative", "sentiment_score": -0.318, "sentiment_confidence": "high", "pos": 1, "neg": 6, "lex_hits": 14, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.376, "agent_talk_sec": 20.9, "customer_talk_sec": 34.7, "dead_air_sec": 84.4, "longest_monologue_sec": 3.6, "agent_wpm": 269.9, "interruptions": 0, "agent_turns": 13, "customer_turns": 11, "discovery_qs": 3, "words_agent": 94, "words_customer": 155, "monologue_heavy": 0, "turns": [ { "ucid": "21112178912094621", "idx": 0, "speaker": "agent", "start_s": 0.64, "end_s": 3.81, "text_en": "Hello Pankaj ji, namaste, I am Rohit calling from JSW One.", "text_native": "Hello पंकज जी नमस्ते, रोहित बात कर रहा हूं JSW One से।" }, { "ucid": "21112178912094621", "idx": 1, "speaker": "customer", "start_s": 4.04, "end_s": 5.34, "text_en": "Sir, Rohit speaking from where?", "text_native": "सर रोहित बात किधर से?" }, { "ucid": "21112178912094621", "idx": 2, "speaker": "agent", "start_s": 5.64, "end_s": 6.24, "text_en": "From JSW One.", "text_native": "JSW One से।" }, { "ucid": "21112178912094621", "idx": 3, "speaker": "customer", "start_s": 6.6, "end_s": 7.84, "text_en": "From JSW One platform?", "text_native": "JSW One platform से?" }, { "ucid": "21112178912094621", "idx": 4, "speaker": "agent", "start_s": 8.04, "end_s": 8.34, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178912094621", "idx": 5, "speaker": "customer", "start_s": 8.84, "end_s": 9.24, "text_en": "Meaning?", "text_native": "मतलब?" }, { "ucid": "21112178912094621", "idx": 6, "speaker": "agent", "start_s": 9.64, "end_s": 11.84, "text_en": "We are a company named JSW, JSW One platform.", "text_native": "हम JSW नाम की कंपनी है, JSW One platform." }, { "ucid": "21112178912094621", "idx": 7, "speaker": "customer", "start_s": 12.24, "end_s": 15.54, "text_en": "Yes, hello, our Jindal Steel and uh Jindal Steel, JSW, yes.", "text_native": "હા, હેલો, અમારા જીંદાલ સ્ટીલ એન્ડ અ જીંદાલ સ્ટીલ, JSW, હા." }, { "ucid": "21112178912094621", "idx": 8, "speaker": "agent", "start_s": 15.54, "end_s": 17.54, "text_en": "Right, right. You're from you're from Bangalore, right?", "text_native": "Right, right. You're from you're from Bangalore, right?" }, { "ucid": "21112178912094621", "idx": 9, "speaker": "customer", "start_s": 17.64, "end_s": 17.94, "text_en": "Huh?", "text_native": "Henh?" }, { "ucid": "21112178912094621", "idx": 10, "speaker": "agent", "start_s": 18.14, "end_s": 19.14, "text_en": "You are from Bangalore, sir?", "text_native": "You are from Bangalore, sir?" }, { "ucid": "21112178912094621", "idx": 11, "speaker": "customer", "start_s": 19.34, "end_s": 24.84, "text_en": "Yes sir, I am from Bangalore but that I I have already retired and last two years I am not working. I am enjoying my retired life.", "text_native": "Yes sir, I am from Bangalore but that I I have already retired and last two years I am not working. I am enjoying my retired life." }, { "ucid": "21112178912094621", "idx": 12, "speaker": "agent", "start_s": 25.04, "end_s": 26.54, "text_en": "Okay. This Shri Nathji Fabricator...", "text_native": "Okay. This Shri Nathji Fabricator..." }, { "ucid": "21112178912094621", "idx": 13, "speaker": "customer", "start_s": 26.54, "end_s": 27.34, "text_en": "Shri Nathji Fabricator.", "text_native": "Shri Nathji Fabricator." }, { "ucid": "21112178912094621", "idx": 14, "speaker": "agent", "start_s": 27.34, "end_s": 29.64, "text_en": "Yeah, is this your firm or is it like you were working in it?", "text_native": "Yeah, is this your firm or is it like you were working in it?" }, { "ucid": "21112178912094621", "idx": 15, "speaker": "customer", "start_s": 29.84, "end_s": 34.24, "text_en": "No, no, no. I was working. But what happened, after my retirement, that management has closed the company.", "text_native": "No, no, no. I was working. But what happened, after my retirement, that management has closed the company." }, { "ucid": "21112178912094621", "idx": 16, "speaker": "agent", "start_s": 34.34, "end_s": 34.94, "text_en": "Oh, okay.", "text_native": "अच्छा, okay." }, { "ucid": "21112178912094621", "idx": 17, "speaker": "agent", "start_s": 35.24, "end_s": 38.24, "text_en": "So it seems like you're a valuable asset to the company, that's why it it might have happened.", "text_native": "So it seems like you're a valuable asset to the company, that's why it it might have happened." }, { "ucid": "21112178912094621", "idx": 18, "speaker": "customer", "start_s": 38.44, "end_s": 52.04, "text_en": "No, because see what happened I will tell you. Earlier main boss was there. But main boss eighty eight years, he expired. Then his his daughter came from US and see Indian to Indian culture to work taking the worker in a so there are difference of opinions so better I told I am quitting. So then she has two three months she has sold the property.", "text_native": "No, because see what happened I will tell you. Earlier main boss was there. But main boss eighty eight years, he expired. Then his his daughter came from US and see Indian to Indian culture to work taking the worker in a so there are difference of opinions so better I told I am quitting. So then she has two three months she has sold the property." }, { "ucid": "21112178912094621", "idx": 19, "speaker": "agent", "start_s": 52.04, "end_s": 52.44, "text_en": "Hmm.", "text_native": "Hmm." }, { "ucid": "21112178912094621", "idx": 20, "speaker": "customer", "start_s": 52.44, "end_s": 54.24, "text_en": "Okay? So no more business at present now.", "text_native": "Okay? So no more business at present now." }, { "ucid": "21112178912094621", "idx": 21, "speaker": "agent", "start_s": 54.54, "end_s": 56.34, "text_en": "Okay. No problem, no problem sir. Yeah. Thanks.", "text_native": "Okay. No problem, no problem sir. Yeah. Thanks." }, { "ucid": "21112178912094621", "idx": 22, "speaker": "customer", "start_s": 56.54, "end_s": 58.64, "text_en": "So from your JSW also you can remove that because...", "text_native": "So from your JSW also you can remove that because..." }, { "ucid": "21112178912094621", "idx": 23, "speaker": "agent", "start_s": 58.64, "end_s": 60.64, "text_en": "Okay, sir. I'll just remove it. Yeah. Sure. Sure.", "text_native": "Okay, sir. I'll just remove it. Yeah. Sure. Sure." } ], "steps": [ { "ucid": "21112178912094621", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Hello Pankaj ji, namaste, I am Rohit calling from JSW One.", "comment": "The agent did not ask for permission or if it was a good time to talk." }, { "ucid": "21112178912094621", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was disqualified before the agent had a chance to deliver a hook." }, { "ucid": "21112178912094621", "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 as the customer immediately stated he was retired and the company is closed." }, { "ucid": "21112178912094621", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the pitch stage." }, { "ucid": "21112178912094621", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call was disqualified before any requirement could be captured." }, { "ucid": "21112178912094621", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Okay, sir. I'll just remove it. Yeah. Sure. Sure.", "comment": "The agent agreed to an internal action (removing the contact), not a sales next step with the customer." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }