{ "ucid": "34972178963998931", "call_date": "2026-09-17", "start_time": "2026-09-17 15:43:09", "end_time": "2026-09-17 15:44:02", "duration_sec": 53, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA79187df0ba90b570a577664ff5cf22bb.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1531, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963998931__DIA79187df0ba90b570a577664ff5cf22bb.mp3", "audio_bytes": 72792, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 24.264, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] UNKNOWN: Your call has been forwarded to\n[3s] CUSTOMER: Hello?\n[4s] AGENT: Hello Mr. Azar from Reliable Engineering?\n[7s] CUSTOMER: Yes.\n[7s] AGENT: Mr. Azar, this is Sudeep calling from JSW One MSME, Jindal Steel. (अज़र जी सुदीप बोल रहा हूं JSW One MSME से, जिंदल स्टील।)\n[11s] CUSTOMER: Sudeep from... yes yes, tell me. (सुदीप फ्रॉम... हां हां बोलिए।)\n[13s] AGENT: Good time to talk sir? Are you busy somewhere? (Good time to talk sir? कहीं बिज़ी हो क्या?)\n[15s] CUSTOMER: Can you call me around five?\n[17s] AGENT: No problem sir, I'll call you back at five. Thank you.\n[19s] CUSTOMER: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 10, "connected": 1, "audio_notes": "clear: There is some minor background noise on the agent's side, but it does not impede transcription.", "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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]", "pitch_coaching_note": "You correctly handled the customer's immediate request for a callback by respecting their time and confirming a specific 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 initiated the call and asked for permission to speak. The customer was unavailable and requested a callback at 5 PM. The agent agreed to the specific callback time and concluded the call professionally.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Good time to talk sir? Are you busy somewhere?\", \"comment\": \"Agent correctly greeted, identified, used the customer's name, and asked for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer requested a callback before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the discovery phase could begin.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could ask about a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"No problem sir, I'll call you back at five.\", \"comment\": \"Agent secured a specific, committed next step by agreeing to the customer's requested callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly handled the customer's immediate request for a callback by respecting their time and confirming a specific 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 initiated the call and asked for permission to speak. The customer was unavailable and requested a callback at 5 PM. The agent agreed to the specific callback time and concluded the call professionally.\"}", "error": null, "latency_ms": 26432, "input_tokens": 2757, "output_tokens": 645, "created_at": "2026-09-25 12:01:41", "sentiment": "positive", "sentiment_score": 0.5, "sentiment_confidence": "high", "pos": 10, "neg": 0, "lex_hits": 3, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.678, "agent_talk_sec": 9.7, "customer_talk_sec": 4.6, "dead_air_sec": 38.7, "longest_monologue_sec": 3.5, "agent_wpm": 235.1, "interruptions": 0, "agent_turns": 4, "customer_turns": 5, "discovery_qs": 3, "words_agent": 38, "words_customer": 16, "monologue_heavy": 0, "turns": [ { "ucid": "34972178963998931", "idx": 0, "speaker": "unknown", "start_s": 0.4, "end_s": 2.2, "text_en": "Your call has been forwarded to", "text_native": "Your call has been forwarded to" }, { "ucid": "34972178963998931", "idx": 1, "speaker": "customer", "start_s": 2.83, "end_s": 3.27, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "34972178963998931", "idx": 2, "speaker": "agent", "start_s": 3.8, "end_s": 6.24, "text_en": "Hello Mr. Azar from Reliable Engineering?", "text_native": "Hello Mr. Azar from Reliable Engineering?" }, { "ucid": "34972178963998931", "idx": 3, "speaker": "customer", "start_s": 6.6, "end_s": 7.0, "text_en": "Yes.", "text_native": "Yes." }, { "ucid": "34972178963998931", "idx": 4, "speaker": "agent", "start_s": 7.34, "end_s": 10.8, "text_en": "Mr. Azar, this is Sudeep calling from JSW One MSME, Jindal Steel.", "text_native": "अज़र जी सुदीप बोल रहा हूं JSW One MSME से, जिंदल स्टील।" }, { "ucid": "34972178963998931", "idx": 5, "speaker": "customer", "start_s": 11.04, "end_s": 12.84, "text_en": "Sudeep from... yes yes, tell me.", "text_native": "सुदीप फ्रॉम... हां हां बोलिए।" }, { "ucid": "34972178963998931", "idx": 6, "speaker": "agent", "start_s": 13.24, "end_s": 15.04, "text_en": "Good time to talk sir? Are you busy somewhere?", "text_native": "Good time to talk sir? कहीं बिज़ी हो क्या?" }, { "ucid": "34972178963998931", "idx": 7, "speaker": "customer", "start_s": 15.26, "end_s": 16.8, "text_en": "Can you call me around five?", "text_native": "Can you call me around five?" }, { "ucid": "34972178963998931", "idx": 8, "speaker": "agent", "start_s": 17.2, "end_s": 19.24, "text_en": "No problem sir, I'll call you back at five. Thank you.", "text_native": "No problem sir, I'll call you back at five. Thank you." }, { "ucid": "34972178963998931", "idx": 9, "speaker": "customer", "start_s": 19.3, "end_s": 19.74, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "34972178963998931", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Good time to talk sir? Are you busy somewhere?", "comment": "Agent correctly greeted, identified, used the customer's name, and asked for permission to speak." }, { "ucid": "34972178963998931", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer requested a callback before the agent could deliver the hook." }, { "ucid": "34972178963998931", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended before the discovery phase could begin." }, { "ucid": "34972178963998931", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before any USPs could be pitched." }, { "ucid": "34972178963998931", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended before the agent could ask about a current requirement." }, { "ucid": "34972178963998931", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "No problem sir, I'll call you back at five.", "comment": "Agent secured a specific, committed next step by agreeing to the customer's requested callback time." } ], "objections": [], "missed_steps": [ "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify" ], "objection_phrases_list": [] }