{ "ucid": "21112178972322281", "call_date": "2026-09-18", "start_time": "2026-09-18 14:50:22", "end_time": "2026-09-18 14:51:14", "duration_sec": 52, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa9c558918fc253114ff5eb793aa12265.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1403, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972322281__DIAa9c558918fc253114ff5eb793aa12265.mp3", "audio_bytes": 83376, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 27.792, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: No, I have all the fares also not come, hello? (નહીં મેં બધા ભાડા ભી આયા છે નહીં, હેલો?)\n[3s] AGENT: Saba?\n[4s] CUSTOMER: Hello? (हेलो?)\n[4s] AGENT: Yes, is Shabaaz bhai speaking? (हाँ शाबाज़ भाई बोल रहे है?)\n[6s] CUSTOMER: Yes, speak. (हाँ बोलिए।)\n[6s] AGENT: Sir, I was calling from JSW One, Jindal Steel Works. (साब JSW One से बात कर रहा था, जिंदल स्टील वर्क्स।)\n[9s] CUSTOMER: Yes, speak. (बोलिए ना।)\n[10s] AGENT: Sir, is there any requirement for PPGL etc. right now? (साब कुछ रिक्वायरमेंट है क्या PPGL वगेरा में अभी?)\n[13s] CUSTOMER: No, no, right now there is no requirement. (नहीं नहीं अभी फिलहाल कोई रिक्वायरमेंट नहीं है।)\n[15s] AGENT: Understood, brother. If there is anything, please create it on the app once, we'll do some work on it then, right? (समझ गया भाई। कुछ रहता है तो प्लीज एक बार ऐप पे बनाइएगा ना, अपन करते है फिर कुछ काम इसमें, है ना?)\n[19s] CUSTOMER: Okay, okay. (ठीक है ठीक है।)\n[20s] AGENT: Done done done done.", "language": "Hindi", "languages": "[\"Hindi\", \"Gujarati\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "noisy: Significant background noise and crosstalk throughout the call, especially during the customer's turns. The first utterance is particularly muffled.", "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 opening permission and hook, going straight to asking for a requirement. Always start by asking if it's a good time and then provide a compelling reason for the call before trying to qualify.", "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": "available", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent introduced himself from JSW One and immediately asked if the customer had a requirement for PPGL. The customer stated they had no current need. The agent ended the call by suggesting the customer use the app for any future requirements, without establishing a firm next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One, Jindal Steel Works.\", \"comment\": \"Agent identified self and company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to qualification.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"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\": \"Sir, is there any requirement for PPGL etc. right now?\", \"comment\": \"Agent successfully attempted to qualify by asking for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there is anything, please create it on the app once, we'll do some work on it then, right?\", \"comment\": \"The next step was passive ('use the app') and not a specific, committed action like a callback or quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening permission and hook, going straight to asking for a requirement. Always start by asking if it's a good time and then provide a compelling reason for the call before trying to qualify.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent introduced himself from JSW One and immediately asked if the customer had a requirement for PPGL. The customer stated they had no current need. The agent ended the call by suggesting the customer use the app for any future requirements, without establishing a firm next step.\"}", "error": null, "latency_ms": 27660, "input_tokens": 2880, "output_tokens": 712, "created_at": "2026-09-25 11:56:24", "sentiment": "negative", "sentiment_score": -0.515, "sentiment_confidence": "high", "pos": 2, "neg": 16, "lex_hits": 11, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.643, "agent_talk_sec": 11.0, "customer_talk_sec": 6.1, "dead_air_sec": 34.9, "longest_monologue_sec": 3.8, "agent_wpm": 278.2, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 4, "words_agent": 51, "words_customer": 25, "monologue_heavy": 0, "turns": [ { "ucid": "21112178972322281", "idx": 0, "speaker": "customer", "start_s": 0.57, "end_s": 2.59, "text_en": "No, I have all the fares also not come, hello?", "text_native": "નહીં મેં બધા ભાડા ભી આયા છે નહીં, હેલો?" }, { "ucid": "21112178972322281", "idx": 1, "speaker": "agent", "start_s": 2.9, "end_s": 3.34, "text_en": "Saba?", "text_native": "Saba?" }, { "ucid": "21112178972322281", "idx": 2, "speaker": "customer", "start_s": 3.74, "end_s": 4.08, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178972322281", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 5.44, "text_en": "Yes, is Shabaaz bhai speaking?", "text_native": "हाँ शाबाज़ भाई बोल रहे है?" }, { "ucid": "21112178972322281", "idx": 4, "speaker": "customer", "start_s": 5.8, "end_s": 6.34, "text_en": "Yes, speak.", "text_native": "हाँ बोलिए।" }, { "ucid": "21112178972322281", "idx": 5, "speaker": "agent", "start_s": 6.5, "end_s": 8.84, "text_en": "Sir, I was calling from JSW One, Jindal Steel Works.", "text_native": "साब JSW One से बात कर रहा था, जिंदल स्टील वर्क्स।" }, { "ucid": "21112178972322281", "idx": 6, "speaker": "customer", "start_s": 9.22, "end_s": 9.74, "text_en": "Yes, speak.", "text_native": "बोलिए ना।" }, { "ucid": "21112178972322281", "idx": 7, "speaker": "agent", "start_s": 9.9, "end_s": 12.2, "text_en": "Sir, is there any requirement for PPGL etc. right now?", "text_native": "साब कुछ रिक्वायरमेंट है क्या PPGL वगेरा में अभी?" }, { "ucid": "21112178972322281", "idx": 8, "speaker": "customer", "start_s": 12.6, "end_s": 14.54, "text_en": "No, no, right now there is no requirement.", "text_native": "नहीं नहीं अभी फिलहाल कोई रिक्वायरमेंट नहीं है।" }, { "ucid": "21112178972322281", "idx": 9, "speaker": "agent", "start_s": 14.74, "end_s": 18.54, "text_en": "Understood, brother. If there is anything, please create it on the app once, we'll do some work on it then, right?", "text_native": "समझ गया भाई। कुछ रहता है तो प्लीज एक बार ऐप पे बनाइएगा ना, अपन करते है फिर कुछ काम इसमें, है ना?" }, { "ucid": "21112178972322281", "idx": 10, "speaker": "customer", "start_s": 18.54, "end_s": 19.24, "text_en": "Okay, okay.", "text_native": "ठीक है ठीक है।" }, { "ucid": "21112178972322281", "idx": 11, "speaker": "agent", "start_s": 19.64, "end_s": 20.54, "text_en": "Done done done done.", "text_native": "Done done done done." } ], "steps": [ { "ucid": "21112178972322281", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Sir, I was calling from JSW One, Jindal Steel Works.", "comment": "Agent identified self and company but failed to ask for permission to speak." }, { "ucid": "21112178972322281", "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 qualification." }, { "ucid": "21112178972322281", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked to understand the customer's business or needs." }, { "ucid": "21112178972322281", "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": "21112178972322281", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, is there any requirement for PPGL etc. right now?", "comment": "Agent successfully attempted to qualify by asking for a current requirement." }, { "ucid": "21112178972322281", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "If there is anything, please create it on the app once, we'll do some work on it then, right?", "comment": "The next step was passive ('use the app') and not a specific, committed action like a callback or quote." } ], "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": [ "rejection" ] }