{ "ucid": "21112178980806631", "call_date": "2026-09-19", "start_time": "2026-09-19 14:24:26", "end_time": "2026-09-19 14:25:17", "duration_sec": 51, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Wrap up time exceeded :0", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbfb823fbdd04a4e6a4881e2b072b493a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1320, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178980806631__DIAbfb823fbdd04a4e6a4881e2b072b493a.mp3", "audio_bytes": 109080, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 36.36, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: Take the vehicle a little forward now, so if it picks up the angle from there, it will bring it a little here. The angle is lying ahead first. (आप गाड़ी आगे ले लो अभी थोड़ा तो उधर से एंगल उठाएगा तो थोड़ा वो लाएगा इधर. आगे एंगल पड़ा है पहले.)\n[4s] CUSTOMER: Hello. (हेलो.)\n[5s] AGENT: Hello, was I speaking to Power Pack Communicator? (हेलो Power Pack Communicator से बात कर रहे थे?)\n[7s] CUSTOMER: Yes, yes. (हां हां.)\n[7s] AGENT: Hello sir, this is Aditya Pandey calling from JSW One. (सर जी नमस्ते, मैं आदित्य पांडे बोल रहा था JSW One से.)\n[10s] CUSTOMER: Yes sir. (हां सर.)\n[13s] AGENT: Sir, you were registered on our platform, this call was regarding that, to ask if you had any requirement, sir? (सर जी हमारे platform पे registered थे, उसी के regarding call था कि कुछ requirement थी क्या आपकी सर?)\n[17s] CUSTOMER: Actually sir, can I call in about ten-fifteen minutes? (Actually सर थोड़ा दस पंद्रह मिनट में call करूं क्या?)\n[20s] AGENT: That's fine, no issue. I'll send my number, you will be able to call me back. (चलेगा कोई issue नहीं है. मैं अपना नंबर डाल देता हूं, आप मुझको call back कर पाएंगे.)\n[23s] CUSTOMER: Okay okay sir.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "noisy: Significant background noise and chatter on the customer's side, making some parts of the conversation difficult to hear clearly.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "10 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 asks to call back, agree on a specific time and confirm you will call them, instead of asking them to call you back. This maintains control of the follow-up.", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called a newly registered lead, confirmed the company name, and asked for a requirement. The customer requested to call back in 10-15 minutes. The agent agreed and ended the call, putting the onus on the customer to initiate the next contact.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you were registered on our platform, this call was regarding that...\", \"comment\": \"The agent introduced themself and the reason for the call, referencing the customer's registration.\"}, {\"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\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any platform education could be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked for a requirement, but when the customer deferred, they did not schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the agent asking the customer to call back, which is not a confirmed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks to call back, agree on a specific time and confirm you will call them, instead of asking them to call you back. This maintains control of the follow-up.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a newly registered lead, confirmed the company name, and asked for a requirement. The customer requested to call back in 10-15 minutes. The agent agreed and ended the call, putting the onus on the customer to initiate the next contact.\"}", "error": null, "latency_ms": 29682, "input_tokens": 2955, "output_tokens": 692, "created_at": "2026-09-25 11:52:16", "sentiment": "positive", "sentiment_score": 0.3, "sentiment_confidence": "high", "pos": 2, "neg": 0, "lex_hits": 4, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.695, "agent_talk_sec": 11.4, "customer_talk_sec": 5.0, "dead_air_sec": 34.6, "longest_monologue_sec": 4.4, "agent_wpm": 284.2, "interruptions": 0, "agent_turns": 4, "customer_turns": 5, "discovery_qs": 2, "words_agent": 54, "words_customer": 18, "monologue_heavy": 0, "turns": [ { "ucid": "21112178980806631", "idx": 0, "speaker": "unknown", "start_s": 0.5, "end_s": 4.2, "text_en": "Take the vehicle a little forward now, so if it picks up the angle from there, it will bring it a little here. The angle is lying ahead first.", "text_native": "आप गाड़ी आगे ले लो अभी थोड़ा तो उधर से एंगल उठाएगा तो थोड़ा वो लाएगा इधर. आगे एंगल पड़ा है पहले." }, { "ucid": "21112178980806631", "idx": 1, "speaker": "customer", "start_s": 4.28, "end_s": 4.78, "text_en": "Hello.", "text_native": "हेलो." }, { "ucid": "21112178980806631", "idx": 2, "speaker": "agent", "start_s": 4.88, "end_s": 6.54, "text_en": "Hello, was I speaking to Power Pack Communicator?", "text_native": "हेलो Power Pack Communicator से बात कर रहे थे?" }, { "ucid": "21112178980806631", "idx": 3, "speaker": "customer", "start_s": 6.54, "end_s": 7.04, "text_en": "Yes, yes.", "text_native": "हां हां." }, { "ucid": "21112178980806631", "idx": 4, "speaker": "agent", "start_s": 7.04, "end_s": 9.5, "text_en": "Hello sir, this is Aditya Pandey calling from JSW One.", "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बोल रहा था JSW One से." }, { "ucid": "21112178980806631", "idx": 5, "speaker": "customer", "start_s": 9.6, "end_s": 10.1, "text_en": "Yes sir.", "text_native": "हां सर." }, { "ucid": "21112178980806631", "idx": 6, "speaker": "agent", "start_s": 12.55, "end_s": 17.0, "text_en": "Sir, you were registered on our platform, this call was regarding that, to ask if you had any requirement, sir?", "text_native": "सर जी हमारे platform पे registered थे, उसी के regarding call था कि कुछ requirement थी क्या आपकी सर?" }, { "ucid": "21112178980806631", "idx": 7, "speaker": "customer", "start_s": 17.2, "end_s": 20.0, "text_en": "Actually sir, can I call in about ten-fifteen minutes?", "text_native": "Actually सर थोड़ा दस पंद्रह मिनट में call करूं क्या?" }, { "ucid": "21112178980806631", "idx": 8, "speaker": "agent", "start_s": 20.0, "end_s": 22.8, "text_en": "That's fine, no issue. I'll send my number, you will be able to call me back.", "text_native": "चलेगा कोई issue नहीं है. मैं अपना नंबर डाल देता हूं, आप मुझको call back कर पाएंगे." }, { "ucid": "21112178980806631", "idx": 9, "speaker": "customer", "start_s": 22.8, "end_s": 23.5, "text_en": "Okay okay sir.", "text_native": "Okay okay sir." } ], "steps": [ { "ucid": "21112178980806631", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, you were registered on our platform, this call was regarding that...", "comment": "The agent introduced themself and the reason for the call, referencing the customer's registration." }, { "ucid": "21112178980806631", "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": "21112178980806631", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was terminated by the customer before any discovery questions could be asked." }, { "ucid": "21112178980806631", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any platform education could be provided." }, { "ucid": "21112178980806631", "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 requirement, but when the customer deferred, they did not schedule a specific callback date." }, { "ucid": "21112178980806631", "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 ended with the agent asking the customer to call back, which is not a confirmed next step." } ], "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": [] }