{ "ucid": "21112178964389751", "call_date": "2026-09-17", "start_time": "2026-09-17 16:48:17", "end_time": "2026-09-17 16:49:15", "duration_sec": 58, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Interested", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA826bb680ffa78aae1a98179c16fd8810.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1503, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178964389751__DIA826bb680ffa78aae1a98179c16fd8810.mp3", "audio_bytes": 95040, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 31.68, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: it gets placed in front of the hotel, met in the evening/night, hello. (होटल का सामने लग जाता है शाम रात में मिला, hello.)\n[3s] AGENT: Hello Shubham Enterprises.\n[4s] CUSTOMER: Yes? (हां जी?)\n[4s] AGENT: Sir, hello, Aditya Pandey speaking from JSW. (सर जी नमस्ते, आदित्य पांडे बात कर रहा हूं JSW से।)\n[6s] CUSTOMER: Yes, tell me. (जी हां, बताएं।)\n[7s] AGENT: Sir, you had recently registered on the JSW One platform, so the call was regarding that. Do you have any requirements for sheets, sir? (सर JSW One platform में आपने अभी recently register किया था, तो उसी के रिगार्डिंग call था। कुछ requirement रहती है क्या सर आपकी sheet में?)\n[11s] CUSTOMER: Okay. Sir, I'm just sitting somewhere for a bit, I will call you. Is this your number? (अच्छा। सर बस मैं थोड़ा सा एक जगह बैठा हूं, मैं आपको call कर रहा हूं। ये ये ही आपका नंबर है?)\n[15s] AGENT: No sir, I have another number. I will WhatsApp you. (नहीं सर, मेरा दूसरा नंबर है। मैं आपको WhatsApp कर देता हूं।)\n[17s] CUSTOMER: You WhatsApp me, yes. (आप WhatsApp कर दीजिए, हां।)\n[18s] AGENT: You will be able to call me back on that number. (आप उस नंबर पे मुझे call back कर पाएंगे।)\n[20s] CUSTOMER: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "noisy: Significant background chatter on the customer's side at the beginning of the call, with some crosstalk later on.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "11 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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"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 says they're busy and will call back, take control by proposing a specific time for the callback yourself instead of leaving it open-ended.", "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 a new registrant from Shubham Enterprises. The customer immediately stated they were busy and would call back. The agent agreed to send their number via WhatsApp for the callback. The call ended without any discovery or a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had recently registered on the JSW One platform, so the call was regarding that.\", \"comment\": \"The agent provided a warm, contextual opening without being pushy.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the four required profile verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The agent did not get a chance to explain the platform's benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"evidence\": \"Sir, I'm just sitting somewhere for a bit, I will call you.\", \"comment\": \"The agent asked about a requirement, but the customer deflected and no specific callback date was scheduled by the agent.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"evidence\": \"I will WhatsApp you. You will be able to call me back on that number.\", \"comment\": \"The call ended with a vague instruction for the customer to call back, not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they're busy and will call back, take control by proposing a specific time for the callback yourself instead of leaving it open-ended.\", \"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 called a new registrant from Shubham Enterprises. The customer immediately stated they were busy and would call back. The agent agreed to send their number via WhatsApp for the callback. The call ended without any discovery or a firm next step.\"}", "error": null, "latency_ms": 23493, "input_tokens": 2965, "output_tokens": 678, "created_at": "2026-09-25 12:00:30", "sentiment": "positive", "sentiment_score": 0.777, "sentiment_confidence": "high", "pos": 12, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.623, "agent_talk_sec": 10.4, "customer_talk_sec": 6.3, "dead_air_sec": 41.3, "longest_monologue_sec": 4.0, "agent_wpm": 317.3, "interruptions": 0, "agent_turns": 5, "customer_turns": 5, "discovery_qs": 1, "words_agent": 55, "words_customer": 27, "monologue_heavy": 0, "turns": [ { "ucid": "21112178964389751", "idx": 0, "speaker": "unknown", "start_s": 0.48, "end_s": 2.48, "text_en": "it gets placed in front of the hotel, met in the evening/night, hello.", "text_native": "होटल का सामने लग जाता है शाम रात में मिला, hello." }, { "ucid": "21112178964389751", "idx": 1, "speaker": "agent", "start_s": 2.68, "end_s": 3.58, "text_en": "Hello Shubham Enterprises.", "text_native": "Hello Shubham Enterprises." }, { "ucid": "21112178964389751", "idx": 2, "speaker": "customer", "start_s": 3.71, "end_s": 4.11, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "21112178964389751", "idx": 3, "speaker": "agent", "start_s": 4.31, "end_s": 6.01, "text_en": "Sir, hello, Aditya Pandey speaking from JSW.", "text_native": "सर जी नमस्ते, आदित्य पांडे बात कर रहा हूं JSW से।" }, { "ucid": "21112178964389751", "idx": 4, "speaker": "customer", "start_s": 6.21, "end_s": 6.81, "text_en": "Yes, tell me.", "text_native": "जी हां, बताएं।" }, { "ucid": "21112178964389751", "idx": 5, "speaker": "agent", "start_s": 7.01, "end_s": 11.01, "text_en": "Sir, you had recently registered on the JSW One platform, so the call was regarding that. Do you have any requirements for sheets, sir?", "text_native": "सर JSW One platform में आपने अभी recently register किया था, तो उसी के रिगार्डिंग call था। कुछ requirement रहती है क्या सर आपकी sheet में?" }, { "ucid": "21112178964389751", "idx": 6, "speaker": "customer", "start_s": 11.31, "end_s": 14.81, "text_en": "Okay. Sir, I'm just sitting somewhere for a bit, I will call you. Is this your number?", "text_native": "अच्छा। सर बस मैं थोड़ा सा एक जगह बैठा हूं, मैं आपको call कर रहा हूं। ये ये ही आपका नंबर है?" }, { "ucid": "21112178964389751", "idx": 7, "speaker": "agent", "start_s": 15.01, "end_s": 17.01, "text_en": "No sir, I have another number. I will WhatsApp you.", "text_native": "नहीं सर, मेरा दूसरा नंबर है। मैं आपको WhatsApp कर देता हूं।" }, { "ucid": "21112178964389751", "idx": 8, "speaker": "customer", "start_s": 17.01, "end_s": 18.01, "text_en": "You WhatsApp me, yes.", "text_native": "आप WhatsApp कर दीजिए, हां।" }, { "ucid": "21112178964389751", "idx": 9, "speaker": "agent", "start_s": 18.01, "end_s": 19.81, "text_en": "You will be able to call me back on that number.", "text_native": "आप उस नंबर पे मुझे call back कर पाएंगे।" }, { "ucid": "21112178964389751", "idx": 10, "speaker": "customer", "start_s": 20.0, "end_s": 20.8, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178964389751", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, you had recently registered on the JSW One platform, so the call was regarding that.", "comment": "The agent provided a warm, contextual opening without being pushy." }, { "ucid": "21112178964389751", "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 four required profile verification questions." }, { "ucid": "21112178964389751", "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." }, { "ucid": "21112178964389751", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not get a chance to explain the platform's benefits." }, { "ucid": "21112178964389751", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I'm just sitting somewhere for a bit, I will call you.", "comment": "The agent asked about a requirement, but the customer deflected and no specific callback date was scheduled by the agent." }, { "ucid": "21112178964389751", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will WhatsApp you. You will be able to call me back on that number.", "comment": "The call ended with a vague instruction for the customer to call back, not one of the three required closure outcomes." } ], "objections": [], "missed_steps": [ "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": [] }