{ "ucid": "21112178973113551", "call_date": "2026-09-18", "start_time": "2026-09-18 17:02:15", "end_time": "2026-09-18 17:02:57", "duration_sec": 42, "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/DIA98f8db6f5732fe7bf84c7059fac6c543.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1365, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973113551__DIA98f8db6f5732fe7bf84c7059fac6c543.mp3", "audio_bytes": 52704, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 17.568, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] AGENT: Hello Gagan Welding.\n[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello sir, can you hear my voice? (हेलो सर, आवाज़ आ रही है मेरी?)\n[4s] CUSTOMER: Hello.\n[5s] AGENT: Hello, are you speaking from Gagan Welding? (हेलो गगन वेल्डिंग से बोल रहे हो?)\n[6s] CUSTOMER: Hello.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 6, "connected": 1, "audio_notes": "noisy: There is significant background noise and chatter, likely from a call center, on the agent's side.", "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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "This call was a non-starter due to a bad connection; when this happens, it's best to hang up and immediately redial to establish a clear line.", "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 attempted to start the call but faced a connection issue. The customer repeatedly said 'Hello,' indicating they could not hear the agent properly. The call ended before any business conversation could take place.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not identify themselves as from JSW One or ask for permission to speak before the call failed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to a connection issue before the hook could be delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call did not progress past establishing a connection.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The conversation did not reach the stage where USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent was unable to qualify the customer as the call did not progress.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly due to a bad connection, so no next step was established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"This call was a non-starter due to a bad connection; when this happens, it's best to hang up and immediately redial to establish a clear line.\", \"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 attempted to start the call but faced a connection issue. The customer repeatedly said 'Hello,' indicating they could not hear the agent properly. The call ended before any business conversation could take place.\"}", "error": null, "latency_ms": 25993, "input_tokens": 2638, "output_tokens": 645, "created_at": "2026-09-25 11:54:28", "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": 0.698, "agent_talk_sec": 3.7, "customer_talk_sec": 1.6, "dead_air_sec": 36.7, "longest_monologue_sec": 1.4, "agent_wpm": null, "interruptions": 0, "agent_turns": 3, "customer_turns": 3, "discovery_qs": 2, "words_agent": 17, "words_customer": 3, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973113551", "idx": 0, "speaker": "agent", "start_s": 0.87, "end_s": 1.84, "text_en": "Hello Gagan Welding.", "text_native": "Hello Gagan Welding." }, { "ucid": "21112178973113551", "idx": 1, "speaker": "customer", "start_s": 2.46, "end_s": 3.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178973113551", "idx": 2, "speaker": "agent", "start_s": 3.2, "end_s": 4.5, "text_en": "Hello sir, can you hear my voice?", "text_native": "हेलो सर, आवाज़ आ रही है मेरी?" }, { "ucid": "21112178973113551", "idx": 3, "speaker": "customer", "start_s": 4.5, "end_s": 5.03, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178973113551", "idx": 4, "speaker": "agent", "start_s": 5.1, "end_s": 6.5, "text_en": "Hello, are you speaking from Gagan Welding?", "text_native": "हेलो गगन वेल्डिंग से बोल रहे हो?" }, { "ucid": "21112178973113551", "idx": 5, "speaker": "customer", "start_s": 6.5, "end_s": 7.0, "text_en": "Hello.", "text_native": "Hello." } ], "steps": [ { "ucid": "21112178973113551", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not identify themselves as from JSW One or ask for permission to speak before the call failed." }, { "ucid": "21112178973113551", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended due to a connection issue before the hook could be delivered." }, { "ucid": "21112178973113551", "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 as the call did not progress past establishing a connection." }, { "ucid": "21112178973113551", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The conversation did not reach the stage where USPs could be pitched." }, { "ucid": "21112178973113551", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent was unable to qualify the customer as the call did not progress." }, { "ucid": "21112178973113551", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended abruptly due to a bad connection, so no next step was established." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }