{ "ucid": "21112178953763081", "call_date": "2026-09-16", "start_time": "2026-09-16 11:17:10", "end_time": "2026-09-16 11:17:56", "duration_sec": 46, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Not_Answered", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA599690e79e5ff585f37b73948f897099.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1783, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953763081__DIA599690e79e5ff585f37b73948f897099.mp3", "audio_bytes": 65016, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 21.672, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: On behalf of... please tell me your name. (के बिहाफ पे आप अपना नाम बताइए।)\n[2s] CUSTOMER: Don't open it, don't open it. Hello? (खोलो मत, खोलो मत। हेलो?)\n[3s] AGENT: Yes? (जी?)\n[4s] CUSTOMER: Hello? (हेलो?)\n[5s] AGENT: Can you hear me? (आवाज़ आ रही है?)\n[6s] CUSTOMER: Yes? (हां?)\n[6s] AGENT: If you can hear me, then please respond. I am asking you, who is speaking on behalf of Govind ji? (आवाज़ आ रही है तो रिस्पांस दीजिए। मैं आपसे पूछ रही हूं आप गोविंद जी के बिहाफ में कौन बात कर रहे हो?)\n[10s] CUSTOMER: For what? (काहे के लिए?)\n[12s] AGENT: Yes? (जी?)\n[12s] UNKNOWN: [loud crashing sound]", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "noisy: The start of the recording is cut off. There is significant background noise from a call center, and a loud crash at the end.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "10 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 1, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You must always start the call by introducing yourself and JSW One; failing to do so confused the customer and caused the call to fail immediately.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 0, "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": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent attempted to verify the contact person without first introducing themselves or the company. The customer, confused, asked for the reason for the call ('For what?'), which the agent did not answer. The call disconnected shortly after, having failed to establish a proper conversation.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am asking you, who is speaking on behalf of Govind ji?\", \"comment\": \"The agent failed to greet, introduce themselves or JSW One, and did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The conversation did not progress to the discovery stage.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not reach the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not reach the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must always start the call by introducing yourself and JSW One; failing to do so confused the customer and caused the call to fail immediately.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"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 attempted to verify the contact person without first introducing themselves or the company. The customer, confused, asked for the reason for the call ('For what?'), which the agent did not answer. The call disconnected shortly after, having failed to establish a proper conversation.\"}", "error": null, "latency_ms": 23558, "input_tokens": 2777, "output_tokens": 641, "created_at": "2026-09-25 12:11:57", "sentiment": "negative", "sentiment_score": -0.5, "sentiment_confidence": "high", "pos": 0, "neg": 2, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.699, "agent_talk_sec": 6.5, "customer_talk_sec": 2.8, "dead_air_sec": 36.7, "longest_monologue_sec": 3.8, "agent_wpm": 313.8, "interruptions": 0, "agent_turns": 5, "customer_turns": 4, "discovery_qs": 4, "words_agent": 34, "words_customer": 11, "monologue_heavy": 0, "turns": [ { "ucid": "21112178953763081", "idx": 0, "speaker": "agent", "start_s": 0.37, "end_s": 1.58, "text_en": "On behalf of... please tell me your name.", "text_native": "के बिहाफ पे आप अपना नाम बताइए।" }, { "ucid": "21112178953763081", "idx": 1, "speaker": "customer", "start_s": 1.58, "end_s": 2.9, "text_en": "Don't open it, don't open it. Hello?", "text_native": "खोलो मत, खोलो मत। हेलो?" }, { "ucid": "21112178953763081", "idx": 2, "speaker": "agent", "start_s": 3.26, "end_s": 3.6, "text_en": "Yes?", "text_native": "जी?" }, { "ucid": "21112178953763081", "idx": 3, "speaker": "customer", "start_s": 4.0, "end_s": 4.4, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178953763081", "idx": 4, "speaker": "agent", "start_s": 4.7, "end_s": 5.4, "text_en": "Can you hear me?", "text_native": "आवाज़ आ रही है?" }, { "ucid": "21112178953763081", "idx": 5, "speaker": "customer", "start_s": 5.7, "end_s": 6.1, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178953763081", "idx": 6, "speaker": "agent", "start_s": 6.3, "end_s": 10.1, "text_en": "If you can hear me, then please respond. I am asking you, who is speaking on behalf of Govind ji?", "text_native": "आवाज़ आ रही है तो रिस्पांस दीजिए। मैं आपसे पूछ रही हूं आप गोविंद जी के बिहाफ में कौन बात कर रहे हो?" }, { "ucid": "21112178953763081", "idx": 7, "speaker": "customer", "start_s": 10.3, "end_s": 11.0, "text_en": "For what?", "text_native": "काहे के लिए?" }, { "ucid": "21112178953763081", "idx": 8, "speaker": "agent", "start_s": 11.6, "end_s": 12.0, "text_en": "Yes?", "text_native": "जी?" }, { "ucid": "21112178953763081", "idx": 9, "speaker": "unknown", "start_s": 12.5, "end_s": 13.5, "text_en": "[loud crashing sound]", "text_native": "[loud crashing sound]" } ], "steps": [ { "ucid": "21112178953763081", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I am asking you, who is speaking on behalf of Govind ji?", "comment": "The agent failed to greet, introduce themselves or JSW One, and did not ask for permission to speak." }, { "ucid": "21112178953763081", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the agent could deliver a hook." }, { "ucid": "21112178953763081", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The conversation did not progress to the discovery stage." }, { "ucid": "21112178953763081", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not reach the pitch stage." }, { "ucid": "21112178953763081", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not reach the qualification stage." }, { "ucid": "21112178953763081", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended abruptly with no next step established." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }