{ "ucid": "21112178955729281", "call_date": "2026-09-16", "start_time": "2026-09-16 16:44:52", "end_time": "2026-09-16 16:45:45", "duration_sec": 53, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2a7315cb846724ddfbad63e912d1eb7f.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1704, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955729281__DIA2a7315cb846724ddfbad63e912d1eb7f.mp3", "audio_bytes": 92880, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 30.96, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (हेलो।)\n[3s] AGENT: Hello, am I speaking with Akash Enterprises? (हेलो, ये आकाश एंटरप्राइजेस से बात कर रहे हैं?)\n[5s] CUSTOMER: Yes. (हां।)\n[6s] AGENT: I was calling from JSW One, hello. (JSW One से बात कर रहा था, नमस्कार।)\n[8s] CUSTOMER: Tell me, sir. (बोलिए सर।)\n[9s] AGENT: Sir, is there any requirement at Akash Enterprises right now? HR, CR, anything? (अभी सर आकाश एंटरप्राइजेस में कोई रिक्वायरमेंट है HR CR anything?)\n[13s] CUSTOMER: No no, not at the moment. (नहीं नहीं, फिलहाल कोई नहीं।)\n[14s] AGENT: When might it come, sir, can you tell me? I will call you then once. (कब आ सकता है सर, बता सकते हैं? मैं तब कॉल कर लूंगा एक बार।)\n[18s] CUSTOMER: I will contact you, sir, as it happens. (मैं आपको कांटेक्ट करता हूं ना सर, जैसा होगा।)\n[20s] AGENT: Okay, I'll send the card, please save that number. (ठीक है, मैं कार्ड भेज के रखता हूं, वो सेव कर लीजिएगा नंबर।)\n[22s] CUSTOMER: Okay, okay. (ठीक, ठीक।)\n[23s] AGENT: Okay sir. (ओके सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: There is some minor background noise, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You skipped the permission and hook steps, jumping straight to asking for a requirement, which led to an immediate shutdown. Always open with permission and a supply/price hook to earn the right to ask questions.", "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 called Akash Enterprises and immediately asked if they had a requirement for HR/CR. The customer stated they had no requirement at the moment. When the agent asked for a future callback time, the customer deflected, saying they would make contact if a need arose. The agent ended the call by offering to send a contact card.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello, am I speaking with Akash Enterprises?\", \"comment\": \"The agent identified JSW One and the customer, but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and went straight to asking for a requirement, failing to provide a reason for the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was shut down before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Sir, is there any requirement at Akash Enterprises right now? HR, CR, anything?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay, I'll send the card, please save that number.\", \"comment\": \"The agent did not secure a committed next step like a specific callback date or an agreement to receive a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the permission and hook steps, jumping straight to asking for a requirement, which led to an immediate shutdown. Always open with permission and a supply/price hook to earn the right to ask questions.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: I will contact you, sir, as it happens.\", \"response\": \"AGENT: Okay, I'll send the card, please save that number.\"}], \"call_summary\": \"The agent called Akash Enterprises and immediately asked if they had a requirement for HR/CR. The customer stated they had no requirement at the moment. When the agent asked for a future callback time, the customer deflected, saying they would make contact if a need arose. The agent ended the call by offering to send a contact card.\"}", "error": null, "latency_ms": 25940, "input_tokens": 2880, "output_tokens": 810, "created_at": "2026-09-25 12:08:42", "sentiment": "negative", "sentiment_score": -0.195, "sentiment_confidence": "high", "pos": 1, "neg": 2, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.726, "agent_talk_sec": 13.0, "customer_talk_sec": 4.9, "dead_air_sec": 35.1, "longest_monologue_sec": 3.3, "agent_wpm": 244.6, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 4, "words_agent": 53, "words_customer": 21, "monologue_heavy": 1, "turns": [ { "ucid": "21112178955729281", "idx": 0, "speaker": "customer", "start_s": 1.55, "end_s": 1.94, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178955729281", "idx": 1, "speaker": "agent", "start_s": 2.66, "end_s": 4.83, "text_en": "Hello, am I speaking with Akash Enterprises?", "text_native": "हेलो, ये आकाश एंटरप्राइजेस से बात कर रहे हैं?" }, { "ucid": "21112178955729281", "idx": 2, "speaker": "customer", "start_s": 5.1, "end_s": 5.38, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178955729281", "idx": 3, "speaker": "agent", "start_s": 5.66, "end_s": 7.4, "text_en": "I was calling from JSW One, hello.", "text_native": "JSW One से बात कर रहा था, नमस्कार।" }, { "ucid": "21112178955729281", "idx": 4, "speaker": "customer", "start_s": 7.9, "end_s": 8.54, "text_en": "Tell me, sir.", "text_native": "बोलिए सर।" }, { "ucid": "21112178955729281", "idx": 5, "speaker": "agent", "start_s": 8.93, "end_s": 12.2, "text_en": "Sir, is there any requirement at Akash Enterprises right now? HR, CR, anything?", "text_native": "अभी सर आकाश एंटरप्राइजेस में कोई रिक्वायरमेंट है HR CR anything?" }, { "ucid": "21112178955729281", "idx": 6, "speaker": "customer", "start_s": 12.53, "end_s": 13.74, "text_en": "No no, not at the moment.", "text_native": "नहीं नहीं, फिलहाल कोई नहीं।" }, { "ucid": "21112178955729281", "idx": 7, "speaker": "agent", "start_s": 14.1, "end_s": 16.84, "text_en": "When might it come, sir, can you tell me? I will call you then once.", "text_native": "कब आ सकता है सर, बता सकते हैं? मैं तब कॉल कर लूंगा एक बार।" }, { "ucid": "21112178955729281", "idx": 8, "speaker": "customer", "start_s": 17.63, "end_s": 19.5, "text_en": "I will contact you, sir, as it happens.", "text_native": "मैं आपको कांटेक्ट करता हूं ना सर, जैसा होगा।" }, { "ucid": "21112178955729281", "idx": 9, "speaker": "agent", "start_s": 19.5, "end_s": 22.2, "text_en": "Okay, I'll send the card, please save that number.", "text_native": "ठीक है, मैं कार्ड भेज के रखता हूं, वो सेव कर लीजिएगा नंबर।" }, { "ucid": "21112178955729281", "idx": 10, "speaker": "customer", "start_s": 22.3, "end_s": 22.83, "text_en": "Okay, okay.", "text_native": "ठीक, ठीक।" }, { "ucid": "21112178955729281", "idx": 11, "speaker": "agent", "start_s": 23.1, "end_s": 23.5, "text_en": "Okay sir.", "text_native": "ओके सर।" } ], "steps": [ { "ucid": "21112178955729281", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Hello, am I speaking with Akash Enterprises?", "comment": "The agent identified JSW One and the customer, but failed to ask for permission to speak." }, { "ucid": "21112178955729281", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent skipped the hook and went straight to asking for a requirement, failing to provide a reason for the call." }, { "ucid": "21112178955729281", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was shut down before any discovery questions could be asked." }, { "ucid": "21112178955729281", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No discovery was done, and no USPs were pitched." }, { "ucid": "21112178955729281", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: Sir, is there any requirement at Akash Enterprises right now? HR, CR, anything?", "comment": "The agent successfully asked if a current requirement exists, which is the core intent of this step." }, { "ucid": "21112178955729281", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "AGENT: Okay, I'll send the card, please save that number.", "comment": "The agent did not secure a committed next step like a specific callback date or an agreement to receive a quote." } ], "objections": [ { "ucid": "21112178955729281", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "CUSTOMER: I will contact you, sir, as it happens.", "response": "AGENT: Okay, I'll send the card, please save that number." } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }