{ "ucid": "21112178973622671", "call_date": "2026-09-18", "start_time": "2026-09-18 18:27:06", "end_time": "2026-09-18 18:28:23", "duration_sec": 77, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "Does_not_deal_Steel", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbe16527bca59457c7f8eba1b58d69f9b.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1332, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973622671__DIAbe16527bca59457c7f8eba1b58d69f9b.mp3", "audio_bytes": 135648, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 45.216, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello, am I speaking with Dev ji? Dev? (हॅलो, देव जी बात कर रहे हैं? देव?)\n[4s] CUSTOMER: Yes, yes, yes, yes. (जी जी जी जी।)\n[5s] AGENT: I was calling from JSW One, hello. (JSW One से बात कर रहा था, नमस्कार।)\n[7s] CUSTOMER: From where? (कहां से?)\n[8s] AGENT: JSW One.\n[9s] CUSTOMER: Okay. (अच्छा।)\n[10s] AGENT: Sir, this Dev Biofuels of yours was registered for quite some time, so I just wanted to know if there is any requirement right now? (सर जी, ये अभी Dev Biofuels आपका काफी टाइम से registered था तो थोड़ा मतलब जानना था अभी कोई requirement है?)\n[14s] CUSTOMER: No no, there is no requirement. (नहीं नहीं, कोई requirement नहीं है।)\n[16s] AGENT: The call was made at that time, yes. (उस टाइम पे हुआ था कॉल उनका, हां।)\n[18s] AGENT: If it's possible now, then... I mean, when can it be possible, please tell me, I can make another follow-up call. (अभी हो सकता है तो मैं मतलब कब हो सकता है आपको बता दीजिए मैं follow-up call कर सकता हूं एक और।)\n[22s] CUSTOMER: No, there's nothing. I had to install a shed, so it must have gotten registered. (नहीं, कुछ है ही नहीं। मेरा तो मैंने तो shed लगाना था, तो वो register हो गया होगा।)\n[26s] AGENT: Okay, so no requirement in the future? (अच्छा, in future कोई requirement नहीं है क्या?)\n[28s] CUSTOMER: No, no, no, I am not a dealer or anything. (नहीं नहीं नहीं, मैं कोई dealer वगेरा नहीं हूं।)\n[30s] AGENT: Okay okay. Okay sir.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 15, "connected": 1, "audio_notes": "clear: There is some background noise on the customer's side, but it does not significantly 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": "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": "The call was short, but remember to always start by asking for permission to speak (\"Is this a good time?\"). This builds rapport before you ask for their business.", "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": "unknown", "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 a past registration. The customer clarified they were not a dealer or manufacturer, but had registered for a one-time project to install a shed. The agent correctly identified there was no recurring business opportunity and closed the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified self but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and immediately asked if there was a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately disqualified themselves.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I just wanted to know if there is any requirement right now?\", \"comment\": \"Agent successfully asked if there was a current requirement, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent attempted to set a follow-up but did not secure a specific, committed next step before closing.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"The call was short, but remember to always start by asking for permission to speak (\\\"Is this a good time?\\\"). This builds rapport before you ask for their business.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead from a past registration. The customer clarified they were not a dealer or manufacturer, but had registered for a one-time project to install a shed. The agent correctly identified there was no recurring business opportunity and closed the call.\"}", "error": null, "latency_ms": 32714, "input_tokens": 3017, "output_tokens": 654, "created_at": "2026-09-25 11:52:55", "sentiment": "negative", "sentiment_score": -0.63, "sentiment_confidence": "high", "pos": 0, "neg": 10, "lex_hits": 10, "objection_phrases": "[\"rejection\"]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.643, "agent_talk_sec": 18.2, "customer_talk_sec": 10.1, "dead_air_sec": 48.7, "longest_monologue_sec": 6.6, "agent_wpm": 273.6, "interruptions": 0, "agent_turns": 8, "customer_turns": 7, "discovery_qs": 4, "words_agent": 83, "words_customer": 39, "monologue_heavy": 0, "turns": [ { "ucid": "21112178973622671", "idx": 0, "speaker": "customer", "start_s": 0.68, "end_s": 1.11, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178973622671", "idx": 1, "speaker": "agent", "start_s": 1.8, "end_s": 3.61, "text_en": "Hello, am I speaking with Dev ji? Dev?", "text_native": "हॅलो, देव जी बात कर रहे हैं? देव?" }, { "ucid": "21112178973622671", "idx": 2, "speaker": "customer", "start_s": 3.61, "end_s": 4.61, "text_en": "Yes, yes, yes, yes.", "text_native": "जी जी जी जी।" }, { "ucid": "21112178973622671", "idx": 3, "speaker": "agent", "start_s": 4.9, "end_s": 6.5, "text_en": "I was calling from JSW One, hello.", "text_native": "JSW One से बात कर रहा था, नमस्कार।" }, { "ucid": "21112178973622671", "idx": 4, "speaker": "customer", "start_s": 6.9, "end_s": 7.9, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178973622671", "idx": 5, "speaker": "agent", "start_s": 8.1, "end_s": 8.9, "text_en": "JSW One.", "text_native": "JSW One." }, { "ucid": "21112178973622671", "idx": 6, "speaker": "customer", "start_s": 9.2, "end_s": 9.7, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178973622671", "idx": 7, "speaker": "agent", "start_s": 10.1, "end_s": 14.1, "text_en": "Sir, this Dev Biofuels of yours was registered for quite some time, so I just wanted to know if there is any requirement right now?", "text_native": "सर जी, ये अभी Dev Biofuels आपका काफी टाइम से registered था तो थोड़ा मतलब जानना था अभी कोई requirement है?" }, { "ucid": "21112178973622671", "idx": 8, "speaker": "customer", "start_s": 14.1, "end_s": 15.5, "text_en": "No no, there is no requirement.", "text_native": "नहीं नहीं, कोई requirement नहीं है।" }, { "ucid": "21112178973622671", "idx": 9, "speaker": "agent", "start_s": 15.5, "end_s": 18.5, "text_en": "The call was made at that time, yes.", "text_native": "उस टाइम पे हुआ था कॉल उनका, हां।" }, { "ucid": "21112178973622671", "idx": 10, "speaker": "agent", "start_s": 18.5, "end_s": 22.1, "text_en": "If it's possible now, then... I mean, when can it be possible, please tell me, I can make another follow-up call.", "text_native": "अभी हो सकता है तो मैं मतलब कब हो सकता है आपको बता दीजिए मैं follow-up call कर सकता हूं एक और।" }, { "ucid": "21112178973622671", "idx": 11, "speaker": "customer", "start_s": 22.1, "end_s": 25.9, "text_en": "No, there's nothing. I had to install a shed, so it must have gotten registered.", "text_native": "नहीं, कुछ है ही नहीं। मेरा तो मैंने तो shed लगाना था, तो वो register हो गया होगा।" }, { "ucid": "21112178973622671", "idx": 12, "speaker": "agent", "start_s": 26.2, "end_s": 27.9, "text_en": "Okay, so no requirement in the future?", "text_native": "अच्छा, in future कोई requirement नहीं है क्या?" }, { "ucid": "21112178973622671", "idx": 13, "speaker": "customer", "start_s": 28.1, "end_s": 30.1, "text_en": "No, no, no, I am not a dealer or anything.", "text_native": "नहीं नहीं नहीं, मैं कोई dealer वगेरा नहीं हूं।" }, { "ucid": "21112178973622671", "idx": 14, "speaker": "agent", "start_s": 30.1, "end_s": 31.8, "text_en": "Okay okay. Okay sir.", "text_native": "Okay okay. Okay sir." } ], "steps": [ { "ucid": "21112178973622671", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted and identified self but failed to ask for permission to speak." }, { "ucid": "21112178973622671", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent skipped the hook and immediately asked if there was a requirement." }, { "ucid": "21112178973622671", "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 customer immediately disqualified themselves." }, { "ucid": "21112178973622671", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the pitch stage." }, { "ucid": "21112178973622671", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "I just wanted to know if there is any requirement right now?", "comment": "Agent successfully asked if there was a current requirement, which the customer denied." }, { "ucid": "21112178973622671", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent attempted to set a follow-up but did not secure a specific, committed next step before closing." } ], "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" ] }