{ "ucid": "21112178962441521", "call_date": "2026-09-17", "start_time": "2026-09-17 11:23:35", "end_time": "2026-09-17 11:24:32", "duration_sec": 57, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6cb173c9682ba320336e151d59cc15e6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1637, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962441521__DIA6cb173c9682ba320336e151d59cc15e6.mp3", "audio_bytes": 85320, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 28.44, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हेलो।)\n[2s] AGENT: Hello, am I audible? (हेलो, मेरी आवाज़ आ रही है?)\n[4s] CUSTOMER: Yes, who is speaking? (जी, कौन बात कर रहे हैं?)\n[5s] AGENT: Sir, hello, I am Aditya Pandey calling from JSW One. (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[8s] CUSTOMER: Yes, go on. Aditya, can we talk next week? I was actually on leave. (जी बोलिए। आदित्य, next week को बात करें क्या? मैं actually छुट्टी पे था।)\n[12s] AGENT: Yes, no issue sir. I'll WhatsApp you my number if you... I just wanted to know that on that... I will talk to you next week, no issue. Thank you sir. (हां, कोई इशू नहीं सर। मैं आपको अपना ना WhatsApp कर देता हूं नंबर अगर आप... बस वही जानना था कि उस पर... मैं आपसे next week बात कर लूंगा, कोई इशू नहीं। Thank you सर।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 6, "connected": 1, "audio_notes": "clear: There is some background noise on the agent's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "6 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "When a customer asks to reschedule, agree politely but try to ask one quick qualifying question (e.g., 'So I'm prepared, what do you manufacture?') before ending the call.", "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 introduced himself and JSW One. The customer immediately stated he was on leave and requested a callback for the following week. The agent agreed to the callback and ended the call without any discovery or qualification.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, hello, I am Aditya Pandey calling from JSW One.\", \"comment\": \"Agent successfully introduced himself and the company before the customer requested a callback.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer deferred the call immediately after the introduction, so no hook was delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not progress to discovery as the customer requested a callback.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will talk to you next week, no issue.\", \"comment\": \"Agent secured a clear next step by agreeing to the customer's request for a callback next week.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks to reschedule, agree politely but try to ask one quick qualifying question (e.g., 'So I'm prepared, what do you manufacture?') before ending the call.\", \"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 introduced himself and JSW One. The customer immediately stated he was on leave and requested a callback for the following week. The agent agreed to the callback and ended the call without any discovery or qualification.\"}", "error": null, "latency_ms": 24740, "input_tokens": 2783, "output_tokens": 662, "created_at": "2026-09-25 12:05:50", "sentiment": "positive", "sentiment_score": 0.455, "sentiment_confidence": "high", "pos": 0, "neg": 0, "lex_hits": 0, "objection_phrases": "[]", "sentiment_method": "0.7*prior (damped - label alone is weak)", "talk_ratio": 0.641, "agent_talk_sec": 8.4, "customer_talk_sec": 4.7, "dead_air_sec": 43.9, "longest_monologue_sec": 4.1, "agent_wpm": 321.4, "interruptions": 0, "agent_turns": 3, "customer_turns": 3, "discovery_qs": 1, "words_agent": 45, "words_customer": 19, "monologue_heavy": 0, "turns": [ { "ucid": "21112178962441521", "idx": 0, "speaker": "customer", "start_s": 0.8, "end_s": 1.2, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "21112178962441521", "idx": 1, "speaker": "agent", "start_s": 2.2, "end_s": 3.5, "text_en": "Hello, am I audible?", "text_native": "हेलो, मेरी आवाज़ आ रही है?" }, { "ucid": "21112178962441521", "idx": 2, "speaker": "customer", "start_s": 3.8, "end_s": 4.8, "text_en": "Yes, who is speaking?", "text_native": "जी, कौन बात कर रहे हैं?" }, { "ucid": "21112178962441521", "idx": 3, "speaker": "agent", "start_s": 5.0, "end_s": 8.0, "text_en": "Sir, hello, I am Aditya Pandey calling from JSW One.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।" }, { "ucid": "21112178962441521", "idx": 4, "speaker": "customer", "start_s": 8.5, "end_s": 11.8, "text_en": "Yes, go on. Aditya, can we talk next week? I was actually on leave.", "text_native": "जी बोलिए। आदित्य, next week को बात करें क्या? मैं actually छुट्टी पे था।" }, { "ucid": "21112178962441521", "idx": 5, "speaker": "agent", "start_s": 11.9, "end_s": 16.0, "text_en": "Yes, no issue sir. I'll WhatsApp you my number if you... I just wanted to know that on that... I will talk to you next week, no issue. Thank you sir.", "text_native": "हां, कोई इशू नहीं सर। मैं आपको अपना ना WhatsApp कर देता हूं नंबर अगर आप... बस वही जानना था कि उस पर... मैं आपसे next week बात कर लूंगा, कोई इशू नहीं। Thank you सर।" } ], "steps": [ { "ucid": "21112178962441521", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, hello, I am Aditya Pandey calling from JSW One.", "comment": "Agent successfully introduced himself and the company before the customer requested a callback." }, { "ucid": "21112178962441521", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer deferred the call immediately after the introduction, so no hook was delivered." }, { "ucid": "21112178962441521", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call did not progress to discovery as the customer requested a callback." }, { "ucid": "21112178962441521", "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 progress to the pitch stage." }, { "ucid": "21112178962441521", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the qualification stage." }, { "ucid": "21112178962441521", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "I will talk to you next week, no issue.", "comment": "Agent secured a clear next step by agreeing to the customer's request for a callback next week." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }