{ "ucid": "21112178972212621", "call_date": "2026-09-18", "start_time": "2026-09-18 14:32:06", "end_time": "2026-09-18 14:32:56", "duration_sec": 50, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe14761a51b4a429a78ea7e87cdf94fec.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1407, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972212621__DIAe14761a51b4a429a78ea7e87cdf94fec.mp3", "audio_bytes": 103896, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 34.632, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[6s] CUSTOMER: Hello. (हॅलो.)\n[7s] AGENT: Hello, Himax Contractor.\n[10s] CUSTOMER: Hello. (हॅलो.)\n[11s] AGENT: Hello. (हॅलो.)\n[11s] AGENT: Yes sir, were you speaking from Himax Contractor? (हां सर, Himax Contractor से बात कर रहे थे?)\n[14s] CUSTOMER: Yes sir. (जी सर।)\n[14s] AGENT: Sir, hello, I am Aditya Pandey speaking from JSW. (सर जी नमस्ते, मैं आदित्य पांडे बोल रहा था JSW से।)\n[17s] CUSTOMER: Speak. (बोलो।)\n[18s] AGENT: Sir, you were registered on our platform, I called regarding that. Did you have any requirement, sir, in steel? For PPGI? (सर ये हमारे platform पे registered थे उसी के regarding call किया था। कुछ थी requirement सर, steel में? PPGI का?)\n[23s] CUSTOMER: Not right now, I am a little busy right now. (अभी नहीं, अभी मैं थोड़ा busy हूं।)\n[25s] AGENT: Okay sir, no issue. (ठीक है सर, कोई issue नहीं।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 11, "connected": 1, "audio_notes": "clear: Some background noise is present on the agent's side, typical of a call center environment, but it does not impede transcription.", "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": "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": "When a customer says they are busy, your first response should be to ask for a better time to call back, not to end the conversation.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "construction", "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": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a lead from 'Himax Contractor' and, after a brief introduction, asked directly if there was a requirement for PPGI steel. The customer stated they were busy and had no current need. The agent accepted this and ended the call without scheduling a follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"सर जी नमस्ते, मैं आदित्य पांडे बोल रहा था JSW से।\", \"comment\": \"Agent identified self and JSW but did not ask for permission to speak before the customer stated they were busy.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, volume, or applications.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement, sir, in steel? For PPGI?\", \"comment\": \"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\": \"ठीक है सर, कोई issue नहीं।\", \"comment\": \"Agent ended the call without securing a specific callback time after the customer stated they were busy.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, your first response should be to ask for a better time to call back, not to end the conversation.\", \"segment_detected\": \"construction\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead from 'Himax Contractor' and, after a brief introduction, asked directly if there was a requirement for PPGI steel. The customer stated they were busy and had no current need. The agent accepted this and ended the call without scheduling a follow-up.\"}", "error": null, "latency_ms": 31985, "input_tokens": 2830, "output_tokens": 702, "created_at": "2026-09-25 11:56:33", "sentiment": "negative", "sentiment_score": -0.586, "sentiment_confidence": "high", "pos": 0, "neg": 8, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.762, "agent_talk_sec": 11.5, "customer_talk_sec": 3.6, "dead_air_sec": 34.9, "longest_monologue_sec": 4.6, "agent_wpm": 240.0, "interruptions": 0, "agent_turns": 6, "customer_turns": 5, "discovery_qs": 3, "words_agent": 46, "words_customer": 15, "monologue_heavy": 1, "turns": [ { "ucid": "21112178972212621", "idx": 0, "speaker": "customer", "start_s": 5.5, "end_s": 6.07, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178972212621", "idx": 1, "speaker": "agent", "start_s": 6.57, "end_s": 8.08, "text_en": "Hello, Himax Contractor.", "text_native": "Hello, Himax Contractor." }, { "ucid": "21112178972212621", "idx": 2, "speaker": "customer", "start_s": 9.8, "end_s": 10.21, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178972212621", "idx": 3, "speaker": "agent", "start_s": 10.53, "end_s": 10.94, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178972212621", "idx": 4, "speaker": "agent", "start_s": 11.4, "end_s": 13.2, "text_en": "Yes sir, were you speaking from Himax Contractor?", "text_native": "हां सर, Himax Contractor से बात कर रहे थे?" }, { "ucid": "21112178972212621", "idx": 5, "speaker": "customer", "start_s": 13.53, "end_s": 13.98, "text_en": "Yes sir.", "text_native": "जी सर।" }, { "ucid": "21112178972212621", "idx": 6, "speaker": "agent", "start_s": 14.26, "end_s": 16.54, "text_en": "Sir, hello, I am Aditya Pandey speaking from JSW.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बोल रहा था JSW से।" }, { "ucid": "21112178972212621", "idx": 7, "speaker": "customer", "start_s": 17.21, "end_s": 17.62, "text_en": "Speak.", "text_native": "बोलो।" }, { "ucid": "21112178972212621", "idx": 8, "speaker": "agent", "start_s": 17.93, "end_s": 22.5, "text_en": "Sir, you were registered on our platform, I called regarding that. Did you have any requirement, sir, in steel? For PPGI?", "text_native": "सर ये हमारे platform पे registered थे उसी के regarding call किया था। कुछ थी requirement सर, steel में? PPGI का?" }, { "ucid": "21112178972212621", "idx": 9, "speaker": "customer", "start_s": 23.2, "end_s": 25.0, "text_en": "Not right now, I am a little busy right now.", "text_native": "अभी नहीं, अभी मैं थोड़ा busy हूं।" }, { "ucid": "21112178972212621", "idx": 10, "speaker": "agent", "start_s": 25.43, "end_s": 26.36, "text_en": "Okay sir, no issue.", "text_native": "ठीक है सर, कोई issue नहीं।" } ], "steps": [ { "ucid": "21112178972212621", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "सर जी नमस्ते, मैं आदित्य पांडे बोल रहा था JSW से।", "comment": "Agent identified self and JSW but did not ask for permission to speak before the customer stated they were busy." }, { "ucid": "21112178972212621", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement." }, { "ucid": "21112178972212621", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions about the customer's business, volume, or applications." }, { "ucid": "21112178972212621", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched as no discovery was conducted." }, { "ucid": "21112178972212621", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Did you have any requirement, sir, in steel? For PPGI?", "comment": "Agent successfully asked if a current requirement exists, which is the core intent of this step." }, { "ucid": "21112178972212621", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "ठीक है सर, कोई issue नहीं।", "comment": "Agent ended the call without securing a specific callback time after the customer stated they were busy." } ], "objections": [], "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": [] }