{ "ucid": "21112178970843071", "call_date": "2026-09-18", "start_time": "2026-09-18 10:43:50", "end_time": "2026-09-18 10:45:13", "duration_sec": 83, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Wrap up time exceeded :0", "agent": "Abdul Ansari", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8884138b71ddd8ed4513d28ded91b0a2.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1455, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178970843071__DIA8884138b71ddd8ed4513d28ded91b0a2.mp3", "audio_bytes": 147096, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 49.032, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello. (हॅलो.)\n[2s] CUSTOMER: Yes? (हां?)\n[3s] AGENT: Yeah, good morning sir. Am I speaking from RV Automobile? (Yeah, good morning sir. RV Automobile से बात कर रहे हैं?)\n[5s] CUSTOMER: Speak. (बोलिए।)\n[6s] AGENT: I am Abdul speaking, sir, from JSW One. (मैं अब्दुल बात कर रहा हूं सर JSW One से।)\n[8s] CUSTOMER: Yes, speak. (हां, बोलिए।)\n[9s] AGENT: You had registered on the JSW platform, sir, so I called for that. Do you have any requirement for steel, sir? Did you have any requirement for steel? (आपने सर JSW प्लेटफॉर्म पे रजिस्ट्रेशन किया था, सो उसके लिए फोन किया था। कोई रिक्वायरमेंट है क्या सर स्टील में आपको? स्टील में कुछ रिक्वायरमेंट था क्या आपको?)\n[15s] CUSTOMER: No no, not right now. (नहीं नहीं, अभी नहीं।)\n[16s] AGENT: You just registered on the platform, sir? (अभी सर रजिस्ट्रेशन किया था प्लेटफॉर्म पे?)\n[18s] CUSTOMER: Yes, I did, I did, yes. (हां किया था, किया था, हां।)\n[19s] AGENT: Yes, yes. (जी जी।)\n[20s] AGENT: What do you do, I mean, what is the business? Do you do some trading, some manufacturing? Do you make automobile parts? (क्या करते हैं आप मतलब कुछ बिजनेस क्या है? कुछ ट्रेडिंग करते हैं, कुछ मैन्युफैक्चरिंग करते हैं? ऑटोमोबाइल पार्ट्स बनाते हैं आप?)\n[24s] CUSTOMER: No no, uh we have a service center. (नहीं नहीं, uh सर्विस सेंटर है हमारा।)\n[27s] AGENT: Okay okay, alright sir, okay. Alright sir, thank you. (अच्छा अच्छा, ठीक है सर, ओके। ठीक है सर, थैंक यू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: There is a slight echo on the agent's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "15 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 gives an unexpected business type like 'service center', don't assume they're not a fit. Ask follow-up questions to understand their operations before deciding to end the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "mfg_flag": 1, "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": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant from 'RV Automobile' and asked about their business. Upon learning they run a service center, the agent concluded the call without performing further discovery, explaining the platform, or scheduling a next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had registered on the JSW platform, sir, so I called for that.\", \"comment\": \"The agent provided a standard professional opening, stating his name, company, and reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the company name but did not ask about procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked about the business type and then ended the call without probing for consumption, brands, or other discovery points.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's benefits or value propositions.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked for a current requirement, but after the customer said 'not right now', he failed to schedule a specific callback.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was ended with 'thank you' and did not result in a quote, a scheduled callback, or a platform walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives an unexpected business type like 'service center', don't assume they're not a fit. Ask follow-up questions to understand their operations before deciding to end the call.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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 contacted a new registrant from 'RV Automobile' and asked about their business. Upon learning they run a service center, the agent concluded the call without performing further discovery, explaining the platform, or scheduling a next step.\"}", "error": null, "latency_ms": 30473, "input_tokens": 3074, "output_tokens": 712, "created_at": "2026-09-25 11:58:41", "sentiment": "negative", "sentiment_score": -0.333, "sentiment_confidence": "high", "pos": 0, "neg": 2, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.739, "agent_talk_sec": 17.6, "customer_talk_sec": 6.2, "dead_air_sec": 59.2, "longest_monologue_sec": 6.2, "agent_wpm": 296.6, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 7, "words_agent": 87, "words_customer": 24, "monologue_heavy": 1, "turns": [ { "ucid": "21112178970843071", "idx": 0, "speaker": "customer", "start_s": 0.89, "end_s": 1.49, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178970843071", "idx": 1, "speaker": "agent", "start_s": 1.8, "end_s": 2.16, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178970843071", "idx": 2, "speaker": "customer", "start_s": 2.5, "end_s": 2.8, "text_en": "Yes?", "text_native": "हां?" }, { "ucid": "21112178970843071", "idx": 3, "speaker": "agent", "start_s": 3.2, "end_s": 4.99, "text_en": "Yeah, good morning sir. Am I speaking from RV Automobile?", "text_native": "Yeah, good morning sir. RV Automobile से बात कर रहे हैं?" }, { "ucid": "21112178970843071", "idx": 4, "speaker": "customer", "start_s": 5.0, "end_s": 5.4, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178970843071", "idx": 5, "speaker": "agent", "start_s": 5.76, "end_s": 7.6, "text_en": "I am Abdul speaking, sir, from JSW One.", "text_native": "मैं अब्दुल बात कर रहा हूं सर JSW One से।" }, { "ucid": "21112178970843071", "idx": 6, "speaker": "customer", "start_s": 7.96, "end_s": 8.44, "text_en": "Yes, speak.", "text_native": "हां, बोलिए।" }, { "ucid": "21112178970843071", "idx": 7, "speaker": "agent", "start_s": 8.6, "end_s": 14.84, "text_en": "You had registered on the JSW platform, sir, so I called for that. Do you have any requirement for steel, sir? Did you have any requirement for steel?", "text_native": "आपने सर JSW प्लेटफॉर्म पे रजिस्ट्रेशन किया था, सो उसके लिए फोन किया था। कोई रिक्वायरमेंट है क्या सर स्टील में आपको? स्टील में कुछ रिक्वायरमेंट था क्या आपको?" }, { "ucid": "21112178970843071", "idx": 8, "speaker": "customer", "start_s": 15.3, "end_s": 16.14, "text_en": "No no, not right now.", "text_native": "नहीं नहीं, अभी नहीं।" }, { "ucid": "21112178970843071", "idx": 9, "speaker": "agent", "start_s": 16.4, "end_s": 18.0, "text_en": "You just registered on the platform, sir?", "text_native": "अभी सर रजिस्ट्रेशन किया था प्लेटफॉर्म पे?" }, { "ucid": "21112178970843071", "idx": 10, "speaker": "customer", "start_s": 18.24, "end_s": 19.24, "text_en": "Yes, I did, I did, yes.", "text_native": "हां किया था, किया था, हां।" }, { "ucid": "21112178970843071", "idx": 11, "speaker": "agent", "start_s": 19.3, "end_s": 19.64, "text_en": "Yes, yes.", "text_native": "जी जी।" }, { "ucid": "21112178970843071", "idx": 12, "speaker": "agent", "start_s": 20.0, "end_s": 23.24, "text_en": "What do you do, I mean, what is the business? Do you do some trading, some manufacturing? Do you make automobile parts?", "text_native": "क्या करते हैं आप मतलब कुछ बिजनेस क्या है? कुछ ट्रेडिंग करते हैं, कुछ मैन्युफैक्चरिंग करते हैं? ऑटोमोबाइल पार्ट्स बनाते हैं आप?" }, { "ucid": "21112178970843071", "idx": 13, "speaker": "customer", "start_s": 23.6, "end_s": 26.2, "text_en": "No no, uh we have a service center.", "text_native": "नहीं नहीं, uh सर्विस सेंटर है हमारा।" }, { "ucid": "21112178970843071", "idx": 14, "speaker": "agent", "start_s": 26.6, "end_s": 28.8, "text_en": "Okay okay, alright sir, okay. Alright sir, thank you.", "text_native": "अच्छा अच्छा, ठीक है सर, ओके। ठीक है सर, थैंक यू।" } ], "steps": [ { "ucid": "21112178970843071", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "You had registered on the JSW platform, sir, so I called for that.", "comment": "The agent provided a standard professional opening, stating his name, company, and reason for the call." }, { "ucid": "21112178970843071", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only verified the company name but did not ask about procurement city, decision-making role, or contact details." }, { "ucid": "21112178970843071", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only asked about the business type and then ended the call without probing for consumption, brands, or other discovery points." }, { "ucid": "21112178970843071", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain any of the platform's benefits or value propositions." }, { "ucid": "21112178970843071", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent asked for a current requirement, but after the customer said 'not right now', he failed to schedule a specific callback." }, { "ucid": "21112178970843071", "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 was ended with 'thank you' and did not result in a quote, a scheduled callback, or a platform walkthrough." } ], "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": [] }