{ "ucid": "21112178955552421", "call_date": "2026-09-16", "start_time": "2026-09-16 16:15:24", "end_time": "2026-09-16 16:16:26", "duration_sec": 62, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Not_Answered", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6bfa52910401b0047a48a63ad163b173.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1713, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955552421__DIA6bfa52910401b0047a48a63ad163b173.mp3", "audio_bytes": 102816, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 34.272, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello (हॅलो)\n[2s] AGENT: Hello (हॅलो)\n[3s] AGENT: Sir, I am speaking from JSW One. (सर JSW One से बात कर रहा हूं मैं।)\n[5s] CUSTOMER: Yes, please tell me, sir. (जी बताइएगा सर।)\n[6s] AGENT: Uh sir, are you looking for any requirement in sheet metals etc.? (अह सर कुछ requirement में देख रहे sheet metals वगेरा के?)\n[9s] CUSTOMER: No sir, actually my work is of scrap. I had logged into that app just to see. (नहीं सर actually मेरा scrap का काम है। मैं वैसे देखने के लिए वो app login करा था।)\n[15s] AGENT: Okay, okay, okay. (अच्छा अच्छा अच्छा।)\n[16s] AGENT: Okay sir. If there is anything, let me know, in fresh material. (ठीक है सर। कुछ रहता है तो बताइएगा अभी fresh में।)\n[19s] CUSTOMER: Sure. Sure sir sure.\n[20s] AGENT: Thank you sir.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "noisy: Background noise is present throughout the call, but the main speakers are mostly clear.", "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": "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 a customer registers, first verify their profile and business type (NR2) before asking about immediate requirements; this helps you understand who you're talking to and avoids an immediate shutdown.", "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": "scrap", "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 newly registered user who immediately clarified that their business is in scrap material, not fresh steel, and they had only registered to browse the app. The agent acknowledged the mismatch, politely kept the door open for future needs in fresh material, and concluded the call. The lead was correctly identified as non-viable.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent provided a standard identification but did not offer a warm welcome or position themselves as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required profile verification questions before the customer disqualified the lead.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions as the customer immediately stated they work with scrap.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any platform education could be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in sheet metals etc.?\", \"comment\": \"The agent asked about a current requirement, but upon receiving a 'no', did not schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a platform walkthrough being scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer registers, first verify their profile and business type (NR2) before asking about immediate requirements; this helps you understand who you're talking to and avoids an immediate shutdown.\", \"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\": \"scrap\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"handled\", \"evidence\": \"No sir, actually my work is of scrap. I had logged into that app just to see.\", \"response\": \"Okay sir. If there is anything, let me know, in fresh material.\"}], \"call_summary\": \"The agent contacted a newly registered user who immediately clarified that their business is in scrap material, not fresh steel, and they had only registered to browse the app. The agent acknowledged the mismatch, politely kept the door open for future needs in fresh material, and concluded the call. The lead was correctly identified as non-viable.\"}", "error": null, "latency_ms": 33099, "input_tokens": 2862, "output_tokens": 787, "created_at": "2026-09-25 12:09:08", "sentiment": "positive", "sentiment_score": 0.478, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.521, "agent_talk_sec": 8.5, "customer_talk_sec": 7.8, "dead_air_sec": 45.7, "longest_monologue_sec": 3.1, "agent_wpm": 268.2, "interruptions": 0, "agent_turns": 6, "customer_turns": 4, "discovery_qs": 1, "words_agent": 38, "words_customer": 27, "monologue_heavy": 0, "turns": [ { "ucid": "21112178955552421", "idx": 0, "speaker": "customer", "start_s": 1.47, "end_s": 1.9, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178955552421", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.41, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178955552421", "idx": 2, "speaker": "agent", "start_s": 2.6, "end_s": 4.48, "text_en": "Sir, I am speaking from JSW One.", "text_native": "सर JSW One से बात कर रहा हूं मैं।" }, { "ucid": "21112178955552421", "idx": 3, "speaker": "customer", "start_s": 4.83, "end_s": 5.78, "text_en": "Yes, please tell me, sir.", "text_native": "जी बताइएगा सर।" }, { "ucid": "21112178955552421", "idx": 4, "speaker": "agent", "start_s": 6.16, "end_s": 8.78, "text_en": "Uh sir, are you looking for any requirement in sheet metals etc.?", "text_native": "अह सर कुछ requirement में देख रहे sheet metals वगेरा के?" }, { "ucid": "21112178955552421", "idx": 5, "speaker": "customer", "start_s": 9.26, "end_s": 14.48, "text_en": "No sir, actually my work is of scrap. I had logged into that app just to see.", "text_native": "नहीं सर actually मेरा scrap का काम है। मैं वैसे देखने के लिए वो app login करा था।" }, { "ucid": "21112178955552421", "idx": 6, "speaker": "agent", "start_s": 14.86, "end_s": 15.78, "text_en": "Okay, okay, okay.", "text_native": "अच्छा अच्छा अच्छा।" }, { "ucid": "21112178955552421", "idx": 7, "speaker": "agent", "start_s": 16.29, "end_s": 18.5, "text_en": "Okay sir. If there is anything, let me know, in fresh material.", "text_native": "ठीक है सर। कुछ रहता है तो बताइएगा अभी fresh में।" }, { "ucid": "21112178955552421", "idx": 8, "speaker": "customer", "start_s": 18.6, "end_s": 19.8, "text_en": "Sure. Sure sir sure.", "text_native": "Sure. Sure sir sure." }, { "ucid": "21112178955552421", "idx": 9, "speaker": "agent", "start_s": 20.0, "end_s": 20.5, "text_en": "Thank you sir.", "text_native": "Thank you sir." } ], "steps": [ { "ucid": "21112178955552421", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent provided a standard identification but did not offer a warm welcome or position themselves as a helper." }, { "ucid": "21112178955552421", "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 ask any of the required profile verification questions before the customer disqualified the lead." }, { "ucid": "21112178955552421", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not ask any discovery questions as the customer immediately stated they work with scrap." }, { "ucid": "21112178955552421", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any platform education could be provided." }, { "ucid": "21112178955552421", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Uh sir, are you looking for any requirement in sheet metals etc.?", "comment": "The agent asked about a current requirement, but upon receiving a 'no', did not schedule a specific callback date." }, { "ucid": "21112178955552421", "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 ended without a quote, a specific callback date, or a platform walkthrough being scheduled." } ], "objections": [ { "ucid": "21112178955552421", "obj_type": "just_registered_to_check", "state": "handled", "evidence": "No sir, actually my work is of scrap. I had logged into that app just to see.", "response": "Okay sir. If there is anything, let me know, in fresh material." } ], "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": [] }