{ "ucid": "21112178944999461", "call_date": "2026-09-15", "start_time": "2026-09-15 10:56:34", "end_time": "2026-09-15 10:57:36", "duration_sec": 62, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcb95d0c93d51263614c0b4c832a5d7f0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 129, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178944999461__DIAcb95d0c93d51263614c0b4c832a5d7f0.mp3", "audio_bytes": 127008, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 42.336, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello (हेलो)\n[3s] AGENT: Hello Sandeep ji, greetings. (हेलो संदीप जी नमस्ते।)\n[4s] CUSTOMER: Greetings, brother. (नमस्ते भाई।)\n[5s] AGENT: Rohit speaking. Rohit Mishra from the JSW One platform. (रोहित बात कर रहा हूं। रोहित मिश्रा फ्रॉम JSW One प्लेटफॉर्म से।)\n[7s] CUSTOMER: Yes, from JSW? (जी JSW से?)\n[9s] AGENT: Yes, yes. (हां हां।)\n[10s] CUSTOMER: Yes, tell me. (हां जी बोलो।)\n[10s] AGENT: Sandeep ji, you had just registered a company named SS Enterprise on JSW One. (संदीप जी, SS Enterprise करके आपने अभी कंपनी रजिस्टर की थी JSW One पे।)\n[13s] CUSTOMER: Yes. Sir, can I call you back on this number? My goods are arriving, the driver is calling on the phone. (हां। भाई साहब एक बार आपके इस नंबर पर दोबारा मिला सकूं? एक बार मेरा माल आ रहा है, गाड़ी वाले फोन पे फोन आने लग रहा है।)\n[18s] CUSTOMER: Or you can call me on my personal number. (या आप एक बार पर्सनल नंबर पर फोन मार लो मेरे पास।)\n[20s] AGENT: On this number? Is yours, is yours a trading business? (इसी नंबर पर? ये आपका, ये आपका trading का काम है क्या?)\n[23s] CUSTOMER: Yes, mine is a trading business and I had registered the firm to buy material from JSW. (हां जी मेरा trading का काम है और मैंने firm register की थी JSW से माल खरीदने के लिए।)\n[27s] AGENT: Okay. What is the requirement now? (ठीक है। अभी क्या requirement है?)\n[28s] CUSTOMER: Wait a minute. (एक मिनट रुको।)\n[29s] UNKNOWN: The person you are speaking with", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: The call ends abruptly with an automated message.", "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 are busy, immediately pivot to scheduling a specific callback time instead of trying to ask discovery questions.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "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 newly registered lead who identified themselves as a trader. The customer stated they were busy receiving a delivery and asked to connect later. The agent managed to ask one discovery question before the call ended abruptly without any next steps being established.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Rohit speaking. Rohit Mishra from the JSW One platform.\", \"comment\": \"The agent provided a warm greeting and introduced himself and the company clearly.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the four required basic profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"is yours a trading business?\", \"comment\": \"The agent only asked about the business type, falling far short of the 4 questions required for a partial score.\"}, {\"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\": \"What is the requirement now?\", \"comment\": \"The agent asked about a requirement, but the customer was busy and the call ended before any details could be captured or a specific callback could be scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without a clear next step like a quote, a scheduled callback, or a platform walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, immediately pivot to scheduling a specific callback time instead of trying to ask discovery questions.\", \"segment_detected\": \"trader\", \"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 newly registered lead who identified themselves as a trader. The customer stated they were busy receiving a delivery and asked to connect later. The agent managed to ask one discovery question before the call ended abruptly without any next steps being established.\"}", "error": null, "latency_ms": 23102, "input_tokens": 3052, "output_tokens": 693, "created_at": "2026-09-25 10:52:08", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.418, "agent_talk_sec": 10.0, "customer_talk_sec": 13.9, "dead_air_sec": 38.1, "longest_monologue_sec": 2.5, "agent_wpm": 270.0, "interruptions": 0, "agent_turns": 6, "customer_turns": 8, "discovery_qs": 3, "words_agent": 45, "words_customer": 59, "monologue_heavy": 0, "turns": [ { "ucid": "21112178944999461", "idx": 0, "speaker": "customer", "start_s": 1.58, "end_s": 2.1, "text_en": "Hello", "text_native": "हेलो" }, { "ucid": "21112178944999461", "idx": 1, "speaker": "agent", "start_s": 2.7, "end_s": 4.01, "text_en": "Hello Sandeep ji, greetings.", "text_native": "हेलो संदीप जी नमस्ते।" }, { "ucid": "21112178944999461", "idx": 2, "speaker": "customer", "start_s": 4.3, "end_s": 4.97, "text_en": "Greetings, brother.", "text_native": "नमस्ते भाई।" }, { "ucid": "21112178944999461", "idx": 3, "speaker": "agent", "start_s": 5.26, "end_s": 7.4, "text_en": "Rohit speaking. Rohit Mishra from the JSW One platform.", "text_native": "रोहित बात कर रहा हूं। रोहित मिश्रा फ्रॉम JSW One प्लेटफॉर्म से।" }, { "ucid": "21112178944999461", "idx": 4, "speaker": "customer", "start_s": 7.4, "end_s": 8.2, "text_en": "Yes, from JSW?", "text_native": "जी JSW से?" }, { "ucid": "21112178944999461", "idx": 5, "speaker": "agent", "start_s": 8.56, "end_s": 9.0, "text_en": "Yes, yes.", "text_native": "हां हां।" }, { "ucid": "21112178944999461", "idx": 6, "speaker": "customer", "start_s": 9.5, "end_s": 10.0, "text_en": "Yes, tell me.", "text_native": "हां जी बोलो।" }, { "ucid": "21112178944999461", "idx": 7, "speaker": "agent", "start_s": 10.2, "end_s": 12.7, "text_en": "Sandeep ji, you had just registered a company named SS Enterprise on JSW One.", "text_native": "संदीप जी, SS Enterprise करके आपने अभी कंपनी रजिस्टर की थी JSW One पे।" }, { "ucid": "21112178944999461", "idx": 8, "speaker": "customer", "start_s": 12.7, "end_s": 17.0, "text_en": "Yes. Sir, can I call you back on this number? My goods are arriving, the driver is calling on the phone.", "text_native": "हां। भाई साहब एक बार आपके इस नंबर पर दोबारा मिला सकूं? एक बार मेरा माल आ रहा है, गाड़ी वाले फोन पे फोन आने लग रहा है।" }, { "ucid": "21112178944999461", "idx": 9, "speaker": "customer", "start_s": 18.0, "end_s": 20.3, "text_en": "Or you can call me on my personal number.", "text_native": "या आप एक बार पर्सनल नंबर पर फोन मार लो मेरे पास।" }, { "ucid": "21112178944999461", "idx": 10, "speaker": "agent", "start_s": 20.3, "end_s": 22.6, "text_en": "On this number? Is yours, is yours a trading business?", "text_native": "इसी नंबर पर? ये आपका, ये आपका trading का काम है क्या?" }, { "ucid": "21112178944999461", "idx": 11, "speaker": "customer", "start_s": 22.6, "end_s": 26.8, "text_en": "Yes, mine is a trading business and I had registered the firm to buy material from JSW.", "text_native": "हां जी मेरा trading का काम है और मैंने firm register की थी JSW से माल खरीदने के लिए।" }, { "ucid": "21112178944999461", "idx": 12, "speaker": "agent", "start_s": 27.0, "end_s": 28.3, "text_en": "Okay. What is the requirement now?", "text_native": "ठीक है। अभी क्या requirement है?" }, { "ucid": "21112178944999461", "idx": 13, "speaker": "customer", "start_s": 28.3, "end_s": 28.9, "text_en": "Wait a minute.", "text_native": "एक मिनट रुको।" }, { "ucid": "21112178944999461", "idx": 14, "speaker": "unknown", "start_s": 29.3, "end_s": 31.8, "text_en": "The person you are speaking with", "text_native": "The person you are speaking with" } ], "steps": [ { "ucid": "21112178944999461", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Rohit speaking. Rohit Mishra from the JSW One platform.", "comment": "The agent provided a warm greeting and introduced himself and the company clearly." }, { "ucid": "21112178944999461", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any of the four required basic profile verification questions." }, { "ucid": "21112178944999461", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "is yours a trading business?", "comment": "The agent only asked about the business type, falling far short of the 4 questions required for a partial score." }, { "ucid": "21112178944999461", "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": "21112178944999461", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "What is the requirement now?", "comment": "The agent asked about a requirement, but the customer was busy and the call ended before any details could be captured or a specific callback could be scheduled." }, { "ucid": "21112178944999461", "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 abruptly without a clear next step like a quote, a scheduled callback, or a platform walkthrough." } ], "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": [] }