{ "ucid": "21112178946465131", "call_date": "2026-09-15", "start_time": "2026-09-15 15:00:51", "end_time": "2026-09-15 15:01:41", "duration_sec": 50, "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/DIAf3a3882707f39fe5bc895126a2f3f8d3.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 67, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946465131__DIAf3a3882707f39fe5bc895126a2f3f8d3.mp3", "audio_bytes": 114480, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 38.16, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello.\n[4s] AGENT: Yes Puneet ji, hello. (हां पुनीत जी नमस्ते।)\n[6s] CUSTOMER: Hello ji. (नमस्ते जी।)\n[6s] AGENT: Puneet ji, Rohit speaking from JSW One. (पुनीत जी रोहित बात कर रहा हूं JSW One से।)\n[9s] CUSTOMER: Yes ji. (हां जी।)\n[10s] AGENT: You just registered on our platform. Sol- Solace Neo Pharmaceuticals' company... I mean, it's probably your company. (आपने अभी हमारे प्लेटफार्म पर रजिस्टर किया था। सोल- सोलेस नियो फार्मास्यूटिकल्स के कंपनी मतलब आपकी कंपनी है शायद।)\n[15s] CUSTOMER: So what was registered, ji? (तो क्या रजिस्टर किया था जी?)\n[17s] AGENT: You have registered your company on my platform, on JSW One MSME. (आपने अपनी कंपनी को रजिस्टर किया है मेरे प्लेटफार्म पे, JSW One MSME पे।)\n[20s] CUSTOMER: Yes yes, that happened by chance, ji. I was using some other app, it happened by chance, ji. My work is in pharmaceuticals. (हां हां वो by chance हो गया था जी। वो मैं कोई और app कर रहा था वो by chance हो गया जी। मेरा तो pharmaceutical का काम है।)\n[24s] AGENT: I'll mark it as lost, okay. That... (मैं lost कर देता हूं, ठीक है। वो...)\n[26s] CUSTOMER: Yes, mark it as lost, ji please. Yes ji, please please. (हां lost कर दो जी please। हां जी please please।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: No significant audio issues.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 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": "You correctly identified this was not a valid lead and ended the call professionally; the low score is a function of the rubric, not a reflection on your handling of this specific call.", "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 contacted a new registrant who immediately clarified the registration was accidental. The customer stated their business is in pharmaceuticals, making them an invalid lead for steel products. The agent acknowledged this and professionally closed the call by agreeing to mark the lead as lost.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Puneet ji, Rohit speaking from JSW One. You just registered on our platform.\", \"comment\": \"The agent provided a standard, professional opening stating his name, company, and reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer immediately interrupted to state the registration was a mistake, preventing the agent from asking any profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer self-disqualified by stating they are in the pharmaceutical business before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Platform education was not applicable as the customer confirmed they were not a potential buyer.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for an opportunity, which was the correct action as the lead was invalid.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll mark it as lost, okay.\", \"comment\": \"The agent correctly closed the call by marking it lost, but this does not meet the rubric's specific criteria for a successful closure outcome (quote, callback, or walkthrough).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified this was not a valid lead and ended the call professionally; the low score is a function of the rubric, not a reflection on your handling of this specific call.\", \"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 contacted a new registrant who immediately clarified the registration was accidental. The customer stated their business is in pharmaceuticals, making them an invalid lead for steel products. The agent acknowledged this and professionally closed the call by agreeing to mark the lead as lost.\"}", "error": null, "latency_ms": 34839, "input_tokens": 2976, "output_tokens": 724, "created_at": "2026-09-25 10:47:46", "sentiment": "positive", "sentiment_score": 0.467, "sentiment_confidence": "high", "pos": 7, "neg": 0, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.563, "agent_talk_sec": 12.0, "customer_talk_sec": 9.3, "dead_air_sec": 28.7, "longest_monologue_sec": 4.6, "agent_wpm": 235.0, "interruptions": 0, "agent_turns": 5, "customer_turns": 6, "discovery_qs": 0, "words_agent": 47, "words_customer": 44, "monologue_heavy": 0, "turns": [ { "ucid": "21112178946465131", "idx": 0, "speaker": "customer", "start_s": 2.38, "end_s": 2.78, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946465131", "idx": 1, "speaker": "agent", "start_s": 4.0, "end_s": 5.28, "text_en": "Yes Puneet ji, hello.", "text_native": "हां पुनीत जी नमस्ते।" }, { "ucid": "21112178946465131", "idx": 2, "speaker": "customer", "start_s": 5.59, "end_s": 6.17, "text_en": "Hello ji.", "text_native": "नमस्ते जी।" }, { "ucid": "21112178946465131", "idx": 3, "speaker": "agent", "start_s": 6.4, "end_s": 8.3, "text_en": "Puneet ji, Rohit speaking from JSW One.", "text_native": "पुनीत जी रोहित बात कर रहा हूं JSW One से।" }, { "ucid": "21112178946465131", "idx": 4, "speaker": "customer", "start_s": 9.0, "end_s": 9.47, "text_en": "Yes ji.", "text_native": "हां जी।" }, { "ucid": "21112178946465131", "idx": 5, "speaker": "agent", "start_s": 9.88, "end_s": 14.5, "text_en": "You just registered on our platform. Sol- Solace Neo Pharmaceuticals' company... I mean, it's probably your company.", "text_native": "आपने अभी हमारे प्लेटफार्म पर रजिस्टर किया था। सोल- सोलेस नियो फार्मास्यूटिकल्स के कंपनी मतलब आपकी कंपनी है शायद।" }, { "ucid": "21112178946465131", "idx": 6, "speaker": "customer", "start_s": 15.0, "end_s": 16.3, "text_en": "So what was registered, ji?", "text_native": "तो क्या रजिस्टर किया था जी?" }, { "ucid": "21112178946465131", "idx": 7, "speaker": "agent", "start_s": 16.57, "end_s": 19.4, "text_en": "You have registered your company on my platform, on JSW One MSME.", "text_native": "आपने अपनी कंपनी को रजिस्टर किया है मेरे प्लेटफार्म पे, JSW One MSME पे।" }, { "ucid": "21112178946465131", "idx": 8, "speaker": "customer", "start_s": 19.7, "end_s": 24.2, "text_en": "Yes yes, that happened by chance, ji. I was using some other app, it happened by chance, ji. My work is in pharmaceuticals.", "text_native": "हां हां वो by chance हो गया था जी। वो मैं कोई और app कर रहा था वो by chance हो गया जी। मेरा तो pharmaceutical का काम है।" }, { "ucid": "21112178946465131", "idx": 9, "speaker": "agent", "start_s": 24.2, "end_s": 25.6, "text_en": "I'll mark it as lost, okay. That...", "text_native": "मैं lost कर देता हूं, ठीक है। वो..." }, { "ucid": "21112178946465131", "idx": 10, "speaker": "customer", "start_s": 25.6, "end_s": 27.6, "text_en": "Yes, mark it as lost, ji please. Yes ji, please please.", "text_native": "हां lost कर दो जी please। हां जी please please।" } ], "steps": [ { "ucid": "21112178946465131", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Puneet ji, Rohit speaking from JSW One. You just registered on our platform.", "comment": "The agent provided a standard, professional opening stating his name, company, and reason for the call." }, { "ucid": "21112178946465131", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer immediately interrupted to state the registration was a mistake, preventing the agent from asking any profile verification questions." }, { "ucid": "21112178946465131", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The customer self-disqualified by stating they are in the pharmaceutical business before any discovery questions could be asked." }, { "ucid": "21112178946465131", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Platform education was not applicable as the customer confirmed they were not a potential buyer." }, { "ucid": "21112178946465131", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for an opportunity, which was the correct action as the lead was invalid." }, { "ucid": "21112178946465131", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I'll mark it as lost, okay.", "comment": "The agent correctly closed the call by marking it lost, but this does not meet the rubric's specific criteria for a successful closure outcome (quote, callback, or 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": [] }