{ "ucid": "21112178946596181", "call_date": "2026-09-15", "start_time": "2026-09-15 15:22:41", "end_time": "2026-09-15 15:23:49", "duration_sec": 68, "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/DIA1a1a6fe6228570645192d36443c3e1b0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 56, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946596181__DIA1a1a6fe6228570645192d36443c3e1b0.mp3", "audio_bytes": 103896, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 34.632, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello.\n[6s] AGENT: Hello.\n[6s] CUSTOMER: Yes, yes. (जी हां जी।)\n[7s] AGENT: Sir, I was calling from JSW One, from JSW One. (सर JSW One से बात कर रहा था मैं, JSW One से।)\n[8s] CUSTOMER: Yes. (हां जी।)\n[9s] AGENT: Hmm. Sir, do you have any requirement for steel? You had actually created your account on our platform. (हम्म। सर, कुछ रिक्वायरमेंट है स्टील में? आपने एक्चुअली अपना अकाउंट बनाया था उस पर हमारे प्लेटफॉर्म पे।)\n[12s] CUSTOMER: No no, not that, it wasn't for that. I was thinking it must be for something else, something related to mutual funds or something. (नहीं नहीं, वो नहीं, उसका नहीं था। मैं तो सोच रहा था दूसरे किसी के लिए होगा जा कर के, म्यूचुअल फंड वगेरा से कुछ रिलेटेड होगा।)\n[16s] AGENT: Oh, okay. (अच्छा अच्छा।)\n[17s] CUSTOMER: That was for other work, we have rolled that back. (वो तो दूसरे काम के लिए, वो हमने रोल बैक कर दिया उसको तो।)\n[19s] AGENT: Okay, so you mean you don't have requirements for steel and all, right sir? (अच्छा, तो आपको मतलब स्टील वगेरा की रिक्वायरमेंट नहीं होती ना सर?)\n[21s] CUSTOMER: Yes, no no, not for that. I had looked for that, there was an MSME loan. (हां ना ना, उसकी उसकी कोई नहीं। मैं तो उसके लिए देखा था, MSME लोन हुआ था।)\n[24s] AGENT: No problem, sir. (कोई दिक्कत नहीं है सर।)\n[25s] CUSTOMER: I rolled it back. (रोल बैक कर दिया मैंने।)\n[26s] AGENT: Okay sir, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "noisy: Background noise from the agent's side (call center environment) is present throughout the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer is confused about why you're calling, it's even more important to verify their profile details first to re-ground the conversation before asking about requirements.", "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": 1, "material_detected": "MSME loan", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who had registered on the platform. The customer immediately clarified he had registered by mistake while looking for an MSME loan, not steel. The agent confirmed the complete lack of steel requirement and politely ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One, from JSW One. ... You had actually created your account on our platform.\", \"comment\": \"The agent introduced himself and referenced the customer's registration, which is a compliant opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No basic profile verification questions were asked before the call was terminated.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was not explained as the customer immediately identified as a non-prospect.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for steel?\", \"comment\": \"The agent correctly asked about a current requirement, which revealed there was no opportunity.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was ended politely but did not achieve one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is confused about why you're calling, it's even more important to verify their profile details first to re-ground the conversation before asking about requirements.\", \"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\": true, \"material_detected\": \"MSME loan\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer who had registered on the platform. The customer immediately clarified he had registered by mistake while looking for an MSME loan, not steel. The agent confirmed the complete lack of steel requirement and politely ended the call.\"}", "error": null, "latency_ms": 33407, "input_tokens": 3042, "output_tokens": 690, "created_at": "2026-09-25 10:46:53", "sentiment": "negative", "sentiment_score": -0.418, "sentiment_confidence": "high", "pos": 0, "neg": 2, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.447, "agent_talk_sec": 8.9, "customer_talk_sec": 11.0, "dead_air_sec": 48.1, "longest_monologue_sec": 3.2, "agent_wpm": 350.6, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 2, "words_agent": 52, "words_customer": 58, "monologue_heavy": 0, "turns": [ { "ucid": "21112178946596181", "idx": 0, "speaker": "customer", "start_s": 4.98, "end_s": 5.38, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946596181", "idx": 1, "speaker": "agent", "start_s": 5.61, "end_s": 5.91, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178946596181", "idx": 2, "speaker": "customer", "start_s": 6.16, "end_s": 6.56, "text_en": "Yes, yes.", "text_native": "जी हां जी।" }, { "ucid": "21112178946596181", "idx": 3, "speaker": "agent", "start_s": 6.7, "end_s": 8.3, "text_en": "Sir, I was calling from JSW One, from JSW One.", "text_native": "सर JSW One से बात कर रहा था मैं, JSW One से।" }, { "ucid": "21112178946596181", "idx": 4, "speaker": "customer", "start_s": 8.3, "end_s": 8.77, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178946596181", "idx": 5, "speaker": "agent", "start_s": 8.77, "end_s": 12.0, "text_en": "Hmm. Sir, do you have any requirement for steel? You had actually created your account on our platform.", "text_native": "हम्म। सर, कुछ रिक्वायरमेंट है स्टील में? आपने एक्चुअली अपना अकाउंट बनाया था उस पर हमारे प्लेटफॉर्म पे।" }, { "ucid": "21112178946596181", "idx": 6, "speaker": "customer", "start_s": 12.0, "end_s": 15.98, "text_en": "No no, not that, it wasn't for that. I was thinking it must be for something else, something related to mutual funds or something.", "text_native": "नहीं नहीं, वो नहीं, उसका नहीं था। मैं तो सोच रहा था दूसरे किसी के लिए होगा जा कर के, म्यूचुअल फंड वगेरा से कुछ रिलेटेड होगा।" }, { "ucid": "21112178946596181", "idx": 7, "speaker": "agent", "start_s": 16.21, "end_s": 16.61, "text_en": "Oh, okay.", "text_native": "अच्छा अच्छा।" }, { "ucid": "21112178946596181", "idx": 8, "speaker": "customer", "start_s": 16.61, "end_s": 18.9, "text_en": "That was for other work, we have rolled that back.", "text_native": "वो तो दूसरे काम के लिए, वो हमने रोल बैक कर दिया उसको तो।" }, { "ucid": "21112178946596181", "idx": 9, "speaker": "agent", "start_s": 19.13, "end_s": 21.07, "text_en": "Okay, so you mean you don't have requirements for steel and all, right sir?", "text_native": "अच्छा, तो आपको मतलब स्टील वगेरा की रिक्वायरमेंट नहीं होती ना सर?" }, { "ucid": "21112178946596181", "idx": 10, "speaker": "customer", "start_s": 21.07, "end_s": 23.8, "text_en": "Yes, no no, not for that. I had looked for that, there was an MSME loan.", "text_native": "हां ना ना, उसकी उसकी कोई नहीं। मैं तो उसके लिए देखा था, MSME लोन हुआ था।" }, { "ucid": "21112178946596181", "idx": 11, "speaker": "agent", "start_s": 24.1, "end_s": 24.8, "text_en": "No problem, sir.", "text_native": "कोई दिक्कत नहीं है सर।" }, { "ucid": "21112178946596181", "idx": 12, "speaker": "customer", "start_s": 24.8, "end_s": 25.5, "text_en": "I rolled it back.", "text_native": "रोल बैक कर दिया मैंने।" }, { "ucid": "21112178946596181", "idx": 13, "speaker": "agent", "start_s": 25.9, "end_s": 26.6, "text_en": "Okay sir, thank you.", "text_native": "Okay sir, thank you." } ], "steps": [ { "ucid": "21112178946596181", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I was calling from JSW One, from JSW One. ... You had actually created your account on our platform.", "comment": "The agent introduced himself and referenced the customer's registration, which is a compliant opening." }, { "ucid": "21112178946596181", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No basic profile verification questions were asked before the call was terminated." }, { "ucid": "21112178946596181", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended before any discovery questions could be asked." }, { "ucid": "21112178946596181", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The platform was not explained as the customer immediately identified as a non-prospect." }, { "ucid": "21112178946596181", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, do you have any requirement for steel?", "comment": "The agent correctly asked about a current requirement, which revealed there was no opportunity." }, { "ucid": "21112178946596181", "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 was ended politely but did not achieve one of the three required closure outcomes." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }