{ "ucid": "21112178912763092", "call_date": "2026-09-11", "start_time": "2026-09-11 17:23:50", "end_time": "2026-09-11 17:24:54", "duration_sec": 64, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3f98438e629a5dd44e08110f3a85179c.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 165, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912763092__DIA3f98438e629a5dd44e08110f3a85179c.mp3", "audio_bytes": 140400, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 46.8, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[2s] CUSTOMER: Yes, speak. (हां बोलिए।)\n[3s] AGENT: Yes, Ashish ji, I was calling from JSW One. (हां जी आशीष जी, कर रहे थे बात JSW One से।)\n[5s] CUSTOMER: From where? (कहां से?)\n[6s] AGENT: Sir JSW, you've registered Ashish Enterprises on our platform, right? (Sir JSW, you've registered Ashish Enterprises on our platform na?)\n[10s] CUSTOMER: From where? (कहां से?)\n[10s] AGENT: From JSW, sir, JSW One. Can you hear me? (JSW से सर, JSW One. आवाज़ आ रही है?)\n[12s] CUSTOMER: Yes, I can hear you. (हां आ रही है आपकी आवाज़।)\n[14s] AGENT: Yes, yes. This yes, you registered Ashish Enterprises, right? (हां जी हां जी। ये हां, ये Ashish Enterprises रजिस्टर किया ना आपने?)\n[16s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[17s] AGENT: On our platform. So, do you have any requirement right now? Is it in sheet metal? Do you take HR, CR, etc.? (हमारे platform पे। सो अभी कुछ requirement है अपना? Sheet metal में रहता है? HR, CR वगेरा लेते हो आप?)\n[22s] CUSTOMER: Uh, I will call you in a little while. (अह मैं आपको कॉल करता हूं थोड़ी देर से।)\n[24s] AGENT: Okay. Alright, I'll leave a message, you can call back. (अच्छा। ठीक है चलो मैं मैसेज करके रखता हूं आप कॉल बैक कर लेना।)\n[27s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: The customer's final turn is very faint.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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": 1.0, "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 customer says they'll call back, take control by proposing a specific time for you to call them instead (e.g., 'Is later this afternoon or tomorrow morning better?').", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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 new registrant who seemed unaware of their registration. The customer quickly deferred the conversation, stating they would call back later. The agent accepted this and ended the call without performing any discovery or scheduling a concrete next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, Ashish ji, I was calling from JSW One.\", \"comment\": \"Agent introduced themself and the company, referencing the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only verified the company name ('Ashish Enterprises') but did not ask for city, procurement role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent asked a single vague question about product type ('Is it in sheet metal? Do you take HR, CR, etc.?') and skipped all other discovery.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was mentioned by name but its benefits were not explained at all.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked for a requirement but failed to schedule a specific callback date when the customer deferred the conversation.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended vaguely with 'you can call back', which is not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they'll call back, take control by proposing a specific time for you to call them instead (e.g., 'Is later this afternoon or tomorrow morning better?').\", \"segment_detected\": \"unknown\", \"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 new registrant who seemed unaware of their registration. The customer quickly deferred the conversation, stating they would call back later. The agent accepted this and ended the call without performing any discovery or scheduling a concrete next step.\"}", "error": null, "latency_ms": 30675, "input_tokens": 3033, "output_tokens": 702, "created_at": "2026-09-25 10:55:01", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.76, "agent_talk_sec": 17.4, "customer_talk_sec": 5.5, "dead_air_sec": 41.1, "longest_monologue_sec": 4.3, "agent_wpm": 241.4, "interruptions": 0, "agent_turns": 7, "customer_turns": 8, "discovery_qs": 7, "words_agent": 70, "words_customer": 24, "monologue_heavy": 1, "turns": [ { "ucid": "21112178912763092", "idx": 0, "speaker": "customer", "start_s": 1.29, "end_s": 1.66, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178912763092", "idx": 1, "speaker": "agent", "start_s": 1.89, "end_s": 2.2, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178912763092", "idx": 2, "speaker": "customer", "start_s": 2.3, "end_s": 2.76, "text_en": "Yes, speak.", "text_native": "हां बोलिए।" }, { "ucid": "21112178912763092", "idx": 3, "speaker": "agent", "start_s": 2.9, "end_s": 4.98, "text_en": "Yes, Ashish ji, I was calling from JSW One.", "text_native": "हां जी आशीष जी, कर रहे थे बात JSW One से।" }, { "ucid": "21112178912763092", "idx": 4, "speaker": "customer", "start_s": 5.28, "end_s": 5.7, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178912763092", "idx": 5, "speaker": "agent", "start_s": 5.9, "end_s": 9.08, "text_en": "Sir JSW, you've registered Ashish Enterprises on our platform, right?", "text_native": "Sir JSW, you've registered Ashish Enterprises on our platform na?" }, { "ucid": "21112178912763092", "idx": 6, "speaker": "customer", "start_s": 9.6, "end_s": 10.06, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178912763092", "idx": 7, "speaker": "agent", "start_s": 10.2, "end_s": 12.28, "text_en": "From JSW, sir, JSW One. Can you hear me?", "text_native": "JSW से सर, JSW One. आवाज़ आ रही है?" }, { "ucid": "21112178912763092", "idx": 8, "speaker": "customer", "start_s": 12.42, "end_s": 13.48, "text_en": "Yes, I can hear you.", "text_native": "हां आ रही है आपकी आवाज़।" }, { "ucid": "21112178912763092", "idx": 9, "speaker": "agent", "start_s": 13.6, "end_s": 16.0, "text_en": "Yes, yes. This yes, you registered Ashish Enterprises, right?", "text_native": "हां जी हां जी। ये हां, ये Ashish Enterprises रजिस्टर किया ना आपने?" }, { "ucid": "21112178912763092", "idx": 10, "speaker": "customer", "start_s": 16.16, "end_s": 16.56, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178912763092", "idx": 11, "speaker": "agent", "start_s": 16.6, "end_s": 20.88, "text_en": "On our platform. So, do you have any requirement right now? Is it in sheet metal? Do you take HR, CR, etc.?", "text_native": "हमारे platform पे। सो अभी कुछ requirement है अपना? Sheet metal में रहता है? HR, CR वगेरा लेते हो आप?" }, { "ucid": "21112178912763092", "idx": 12, "speaker": "customer", "start_s": 21.58, "end_s": 23.54, "text_en": "Uh, I will call you in a little while.", "text_native": "अह मैं आपको कॉल करता हूं थोड़ी देर से।" }, { "ucid": "21112178912763092", "idx": 13, "speaker": "agent", "start_s": 23.84, "end_s": 26.88, "text_en": "Okay. Alright, I'll leave a message, you can call back.", "text_native": "अच्छा। ठीक है चलो मैं मैसेज करके रखता हूं आप कॉल बैक कर लेना।" }, { "ucid": "21112178912763092", "idx": 14, "speaker": "customer", "start_s": 27.1, "end_s": 27.5, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178912763092", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yes, Ashish ji, I was calling from JSW One.", "comment": "Agent introduced themself and the company, referencing the customer's registration." }, { "ucid": "21112178912763092", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Agent only verified the company name ('Ashish Enterprises') but did not ask for city, procurement role, or contact details." }, { "ucid": "21112178912763092", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Agent asked a single vague question about product type ('Is it in sheet metal? Do you take HR, CR, etc.?') and skipped all other discovery." }, { "ucid": "21112178912763092", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The platform was mentioned by name but its benefits were not explained at all." }, { "ucid": "21112178912763092", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent asked for a requirement but failed to schedule a specific callback date when the customer deferred the conversation." }, { "ucid": "21112178912763092", "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 vaguely with 'you can call back', which is not 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": [] }