{ "ucid": "21112178946604441", "call_date": "2026-09-15", "start_time": "2026-09-15 15:24:04", "end_time": "2026-09-15 15:24:58", "duration_sec": 54, "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/DIAf19e0e5202423e9355bb0e61c708b655.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 55, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946604441__DIAf19e0e5202423e9355bb0e61c708b655.mp3", "audio_bytes": 90288, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 30.096, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Sir, I am speaking from JSW One. (सर JSW One से बात कर रहा हूं मैं।)\n[4s] CUSTOMER: Yes sir, please speak. (हां जी सर, बोलिए ना।)\n[5s] AGENT: Uh sir, do you have any requirement in sheet metals etc.? (अह सर कुछ requirement है आपकी sheet metals वगेरा में?)\n[7s] CUSTOMER: No sir, I had to register as a as a vendor, like for the purpose of supplying raw material to JSW. (नहीं सर, मेरेको as a as a vendor register होना था like JSW को raw material supply करने के हिसाब से।)\n[12s] AGENT: Okay, okay. But in One it has become this, it has been registered as a buyer. (अच्छा अच्छा। But one में as a ये हो गया, buyer register हो गया वो।)\n[15s] CUSTOMER: Okay. (ठीक है।)\n[15s] AGENT: No no issue, I will update it. (कोई कोई issue नहीं है, मैं update कर देता हूं।)\n[17s] CUSTOMER: Yes. (हां जी।)\n[18s] AGENT: Okay sir, thank you.\n[19s] CUSTOMER: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 13, "connected": 1, "audio_notes": "clear: There is some faint background chatter on the customer's side, but it does not impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "13 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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"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 calling a new registration, start with a warmer welcome acknowledging their registration before asking about requirements. This builds rapport.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "Customer wants to register as a vendor to supply raw material to JSW, not buy from JSW.", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer clarified that they registered on the platform to become a vendor and supply raw materials to JSW, not to purchase materials. The agent correctly identified that the customer was registered as a buyer by mistake, promised to update the information, and ended the call. No sales pitch was delivered due to the fundamental lead type mismatch.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am speaking from JSW One. Uh sir, do you have any requirement in sheet metals etc.?\", \"comment\": \"The agent went straight into a requirement check without a warm welcome or acknowledging the customer's new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt to verify any profile details before the call's purpose was clarified by the customer.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked, as the lead was not a potential buyer.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was not explained as the customer was not a potential buyer.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement in sheet metals etc.?\", \"comment\": \"The agent asked about a requirement, but the customer immediately clarified they are not a buyer, so no opportunity could be identified or pursued.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"No no issue, I will update it.\", \"comment\": \"The agent ended the call by agreeing to update the customer's profile, which is not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When calling a new registration, start with a warmer welcome acknowledging their registration before asking about requirements. This builds rapport.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Customer wants to register as a vendor to supply raw material to JSW, not buy from JSW.\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer clarified that they registered on the platform to become a vendor and supply raw materials to JSW, not to purchase materials. The agent correctly identified that the customer was registered as a buyer by mistake, promised to update the information, and ended the call. No sales pitch was delivered due to the fundamental lead type mismatch.\"}", "error": null, "latency_ms": 28591, "input_tokens": 2938, "output_tokens": 760, "created_at": "2026-09-25 10:46:46", "sentiment": "positive", "sentiment_score": 0.37, "sentiment_confidence": "high", "pos": 9, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.538, "agent_talk_sec": 9.3, "customer_talk_sec": 8.0, "dead_air_sec": 36.7, "longest_monologue_sec": 2.8, "agent_wpm": 296.8, "interruptions": 0, "agent_turns": 6, "customer_turns": 7, "discovery_qs": 1, "words_agent": 46, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178946604441", "idx": 0, "speaker": "customer", "start_s": 0.0, "end_s": 0.5, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178946604441", "idx": 1, "speaker": "agent", "start_s": 0.81, "end_s": 1.21, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178946604441", "idx": 2, "speaker": "customer", "start_s": 1.51, "end_s": 1.91, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178946604441", "idx": 3, "speaker": "agent", "start_s": 2.08, "end_s": 3.28, "text_en": "Sir, I am speaking from JSW One.", "text_native": "सर JSW One से बात कर रहा हूं मैं।" }, { "ucid": "21112178946604441", "idx": 4, "speaker": "customer", "start_s": 3.58, "end_s": 4.4, "text_en": "Yes sir, please speak.", "text_native": "हां जी सर, बोलिए ना।" }, { "ucid": "21112178946604441", "idx": 5, "speaker": "agent", "start_s": 4.8, "end_s": 6.84, "text_en": "Uh sir, do you have any requirement in sheet metals etc.?", "text_native": "अह सर कुछ requirement है आपकी sheet metals वगेरा में?" }, { "ucid": "21112178946604441", "idx": 6, "speaker": "customer", "start_s": 7.0, "end_s": 11.84, "text_en": "No sir, I had to register as a as a vendor, like for the purpose of supplying raw material to JSW.", "text_native": "नहीं सर, मेरेको as a as a vendor register होना था like JSW को raw material supply करने के हिसाब से।" }, { "ucid": "21112178946604441", "idx": 7, "speaker": "agent", "start_s": 12.0, "end_s": 14.84, "text_en": "Okay, okay. But in One it has become this, it has been registered as a buyer.", "text_native": "अच्छा अच्छा। But one में as a ये हो गया, buyer register हो गया वो।" }, { "ucid": "21112178946604441", "idx": 8, "speaker": "customer", "start_s": 14.9, "end_s": 15.24, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178946604441", "idx": 9, "speaker": "agent", "start_s": 15.3, "end_s": 17.04, "text_en": "No no issue, I will update it.", "text_native": "कोई कोई issue नहीं है, मैं update कर देता हूं।" }, { "ucid": "21112178946604441", "idx": 10, "speaker": "customer", "start_s": 17.1, "end_s": 17.54, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178946604441", "idx": 11, "speaker": "agent", "start_s": 17.8, "end_s": 18.84, "text_en": "Okay sir, thank you.", "text_native": "Okay sir, thank you." }, { "ucid": "21112178946604441", "idx": 12, "speaker": "customer", "start_s": 18.9, "end_s": 19.54, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178946604441", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I am speaking from JSW One. Uh sir, do you have any requirement in sheet metals etc.?", "comment": "The agent went straight into a requirement check without a warm welcome or acknowledging the customer's new registration." }, { "ucid": "21112178946604441", "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 attempt to verify any profile details before the call's purpose was clarified by the customer." }, { "ucid": "21112178946604441", "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, as the lead was not a potential buyer." }, { "ucid": "21112178946604441", "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 was not a potential buyer." }, { "ucid": "21112178946604441", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, do you have any requirement in sheet metals etc.?", "comment": "The agent asked about a requirement, but the customer immediately clarified they are not a buyer, so no opportunity could be identified or pursued." }, { "ucid": "21112178946604441", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "No no issue, I will update it.", "comment": "The agent ended the call by agreeing to update the customer's profile, which is not one of the three required closure outcomes." } ], "objections": [], "missed_steps": [ "NR1 Warm welcome opener", "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": [] }