{ "ucid": "21112178945126661", "call_date": "2026-09-15", "start_time": "2026-09-15 11:17:46", "end_time": "2026-09-15 11:18:44", "duration_sec": 58, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0f7882b56057923f23c0239ea81a1a53.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 120, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945126661__DIA0f7882b56057923f23c0239ea81a1a53.mp3", "audio_bytes": 138240, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 46.08, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello? (હેલો?)\n[1s] AGENT: Hello? (હેલો?)\n[2s] CUSTOMER: Speak. (બોલો.)\n[3s] AGENT: Dineshbhai? (દિનેશભાઈ?)\n[4s] CUSTOMER: Yes, speak. (બોલો ને.)\n[4s] AGENT: Sir, I am calling from JSW One. (સાહેબ, જે JSW One થી વાત કરું છું.)\n[6s] CUSTOMER: Huh? (હ?)\n[7s] AGENT: I am calling from JSW One, sir. (JSW One થી વાત કરું છું સર.)\n[8s] CUSTOMER: Yes, speak. (બોલો ને.)\n[9s] AGENT: Sir, you had actually registered an account, named Axis Computers, on our portal for the Gujarat location. (સર, તમે એક્ચ્યુલી એકાઉન્ટ રજીસ્ટર કરાવેલું, એક્સિસ કમ્પ્યુટર્સ કરીને અમારા પોર્ટલ ઉપર ગુજરાત લોકેશન માટે.)\n[14s] CUSTOMER: Yes, that was, you know, it was done by by mistake. (હા, એ હે છે ને, બાય બાય મિસ્ટેક થયેલું છે ઈ.)\n[16s] AGENT: Okay, okay. (અચ્છા અચ્છા.)\n[17s] CUSTOMER: So, what happened was, I thought it was a computer application, no, I thought it was an application for a service through which we can connect directly from a mobile via Wi-Fi and take access of the NVR to check the setup. That application, by mistake, it got registered in that. (એટલે એમાં એવું હતું કે હું એક કમ્પ્યુટર એપ્લિકેશન નહીં, મને એમ કે એ સર્વિસ માટેની એપ્લિકેશન છે જેનાથી આપણે ડાયરેક્ટ મોબાઈલથી વાઈફાઈ થ્રુ કનેક્ટ હોય અને NVR નો એક્સેસ લઈને સેટઅપ ચેક કરી શકાય. એની એપ્લિકેશન કંઈક ભૂલથી એ એમાં થઈ ગયું એમ.)\n[28s] AGENT: No problem, sir. I will update it. (કાઈ વાંધો નહિ સાહેબ, હું અપડેટ કરી દઉં છું.)\n[30s] CUSTOMER: Okay, okay. (ભલે, ભલે.)\n[31s] AGENT: Okay. (ઓકે.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: Some minor background noise is present on the agent's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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": 1.5, "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": "The pitch score is low because the call was correctly cut short when the lead was identified as invalid. Your handling of the situation was professional and efficient; continue to disposition invalid leads this quickly.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "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 followed up on a new registration. The customer, who runs a computer company, immediately explained they had registered by mistake, thinking the app was for IT purposes. The agent professionally acknowledged the error, promised to update the system, and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling from JSW One.\", \"comment\": \"The agent opened the call by stating their name and company in a neutral, non-pushy manner.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Dineshbhai? ... Sir, you had actually registered an account, named Axis Computers, on our portal for the Gujarat location.\", \"comment\": \"Agent successfully verified name, company, and location (2/4 questions) before the customer interrupted to disqualify the lead.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was correctly terminated before discovery could begin, as the customer stated the registration was a mistake.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The lead was identified as invalid, so platform education was correctly skipped.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The lead was identified as invalid before any requirement could be discussed.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent correctly closed the call by updating the system, but this does not match one of the three prescribed 'pass' outcomes for a qualified lead.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The pitch score is low because the call was correctly cut short when the lead was identified as invalid. Your handling of the situation was professional and efficient; continue to disposition invalid leads this quickly.\", \"segment_detected\": \"wrong_product\", \"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 followed up on a new registration. The customer, who runs a computer company, immediately explained they had registered by mistake, thinking the app was for IT purposes. The agent professionally acknowledged the error, promised to update the system, and ended the call.\"}", "error": null, "latency_ms": 30925, "input_tokens": 3163, "output_tokens": 724, "created_at": "2026-09-25 10:51:36", "sentiment": "positive", "sentiment_score": 0.173, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.411, "agent_talk_sec": 11.1, "customer_talk_sec": 15.9, "dead_air_sec": 31.0, "longest_monologue_sec": 4.3, "agent_wpm": 232.4, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 2, "words_agent": 43, "words_customer": 72, "monologue_heavy": 0, "turns": [ { "ucid": "21112178945126661", "idx": 0, "speaker": "customer", "start_s": 0.31, "end_s": 0.8, "text_en": "Hello?", "text_native": "હેલો?" }, { "ucid": "21112178945126661", "idx": 1, "speaker": "agent", "start_s": 1.0, "end_s": 1.43, "text_en": "Hello?", "text_native": "હેલો?" }, { "ucid": "21112178945126661", "idx": 2, "speaker": "customer", "start_s": 1.88, "end_s": 2.26, "text_en": "Speak.", "text_native": "બોલો." }, { "ucid": "21112178945126661", "idx": 3, "speaker": "agent", "start_s": 2.88, "end_s": 3.4, "text_en": "Dineshbhai?", "text_native": "દિનેશભાઈ?" }, { "ucid": "21112178945126661", "idx": 4, "speaker": "customer", "start_s": 3.7, "end_s": 4.18, "text_en": "Yes, speak.", "text_native": "બોલો ને." }, { "ucid": "21112178945126661", "idx": 5, "speaker": "agent", "start_s": 4.2, "end_s": 5.88, "text_en": "Sir, I am calling from JSW One.", "text_native": "સાહેબ, જે JSW One થી વાત કરું છું." }, { "ucid": "21112178945126661", "idx": 6, "speaker": "customer", "start_s": 6.1, "end_s": 6.4, "text_en": "Huh?", "text_native": "હ?" }, { "ucid": "21112178945126661", "idx": 7, "speaker": "agent", "start_s": 6.6, "end_s": 8.28, "text_en": "I am calling from JSW One, sir.", "text_native": "JSW One થી વાત કરું છું સર." }, { "ucid": "21112178945126661", "idx": 8, "speaker": "customer", "start_s": 8.5, "end_s": 9.0, "text_en": "Yes, speak.", "text_native": "બોલો ને." }, { "ucid": "21112178945126661", "idx": 9, "speaker": "agent", "start_s": 9.3, "end_s": 13.58, "text_en": "Sir, you had actually registered an account, named Axis Computers, on our portal for the Gujarat location.", "text_native": "સર, તમે એક્ચ્યુલી એકાઉન્ટ રજીસ્ટર કરાવેલું, એક્સિસ કમ્પ્યુટર્સ કરીને અમારા પોર્ટલ ઉપર ગુજરાત લોકેશન માટે." }, { "ucid": "21112178945126661", "idx": 10, "speaker": "customer", "start_s": 13.88, "end_s": 16.08, "text_en": "Yes, that was, you know, it was done by by mistake.", "text_native": "હા, એ હે છે ને, બાય બાય મિસ્ટેક થયેલું છે ઈ." }, { "ucid": "21112178945126661", "idx": 11, "speaker": "agent", "start_s": 16.28, "end_s": 16.78, "text_en": "Okay, okay.", "text_native": "અચ્છા અચ્છા." }, { "ucid": "21112178945126661", "idx": 12, "speaker": "customer", "start_s": 17.08, "end_s": 28.08, "text_en": "So, what happened was, I thought it was a computer application, no, I thought it was an application for a service through which we can connect directly from a mobile via Wi-Fi and take access of the NVR to check the setup. That application, by mistake, it got registered in that.", "text_native": "એટલે એમાં એવું હતું કે હું એક કમ્પ્યુટર એપ્લિકેશન નહીં, મને એમ કે એ સર્વિસ માટેની એપ્લિકેશન છે જેનાથી આપણે ડાયરેક્ટ મોબાઈલથી વાઈફાઈ થ્રુ કનેક્ટ હોય અને NVR નો એક્સેસ લઈને સેટઅપ ચેક કરી શકાય. એની એપ્લિકેશન કંઈક ભૂલથી એ એમાં થઈ ગયું એમ." }, { "ucid": "21112178945126661", "idx": 13, "speaker": "agent", "start_s": 28.28, "end_s": 29.88, "text_en": "No problem, sir. I will update it.", "text_native": "કાઈ વાંધો નહિ સાહેબ, હું અપડેટ કરી દઉં છું." }, { "ucid": "21112178945126661", "idx": 14, "speaker": "customer", "start_s": 29.98, "end_s": 30.58, "text_en": "Okay, okay.", "text_native": "ભલે, ભલે." }, { "ucid": "21112178945126661", "idx": 15, "speaker": "agent", "start_s": 30.88, "end_s": 31.28, "text_en": "Okay.", "text_native": "ઓકે." } ], "steps": [ { "ucid": "21112178945126661", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I am calling from JSW One.", "comment": "The agent opened the call by stating their name and company in a neutral, non-pushy manner." }, { "ucid": "21112178945126661", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Dineshbhai? ... Sir, you had actually registered an account, named Axis Computers, on our portal for the Gujarat location.", "comment": "Agent successfully verified name, company, and location (2/4 questions) before the customer interrupted to disqualify the lead." }, { "ucid": "21112178945126661", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was correctly terminated before discovery could begin, as the customer stated the registration was a mistake." }, { "ucid": "21112178945126661", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The lead was identified as invalid, so platform education was correctly skipped." }, { "ucid": "21112178945126661", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The lead was identified as invalid before any requirement could be discussed." }, { "ucid": "21112178945126661", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent correctly closed the call by updating the system, but this does not match one of the three prescribed 'pass' outcomes for a qualified lead." } ], "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": [] }