{ "ucid": "34972178964344651", "call_date": "2026-09-17", "start_time": "2026-09-17 16:40:46", "end_time": "2026-09-17 16:41:50", "duration_sec": 64, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9c5d6f1677d7620c534cf95377f7c467.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1504, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964344651__DIA9c5d6f1677d7620c534cf95377f7c467.mp3", "audio_bytes": 125928, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 41.976, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello? (हेलो?)\n[2s] AGENT: Hello, am I speaking with Rajat ji? (हेलो रजत जी बात कर रहे हैं?)\n[4s] CUSTOMER: Yes, speaking. (जी बोल रहा हूं।)\n[5s] AGENT: I was calling from JSW One, hello. (JSW One से बात कर रहा था, नमस्कार।)\n[7s] CUSTOMER: Hello. (नमस्कार जी।)\n[9s] AGENT: Sir, is there any requirement now in Respin Titus? (सर, कोई requirement है अभी Respin Titus में?)\n[12s] CUSTOMER: Where? (कहां पे?)\n[12s] AGENT: Is there any requirement in Respin Titus? You were registered for a long time. (Respin Titus में कोई requirement है? काफी टाइम से registered था आपका।)\n[16s] CUSTOMER: No no sir, I am not working there right now, I have left that job. (नहीं नहीं सर, अभी तो वहां पे कर नहीं रहा हूं अभी, वहां छोड़ दिया मैंने job.)\n[20s] AGENT: Yes? (हां जी?)\n[21s] CUSTOMER: No no sir, I don't have any update from there because I am not working there right now. (नहीं नहीं सर, वहां का मेरेको अभी कुछ update नहीं है because वहां job नहीं कर रहा हूं अभी।)\n[25s] AGENT: Okay, so does that mean Kundan ji is there? (अच्छा, तो मतलब के कुंदन जी हैं क्या?)\n[27s] CUSTOMER: Kundan ji is there right now. (कुंदन जी हैं अभी वहां पे।)\n[29s] AGENT: Okay okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: Slight background noise (a child's voice) on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 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": "Always start your calls by asking for permission to speak before jumping into questions; this builds rapport and makes the customer more receptive.", "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 contacted a person named Rajat regarding the company Respin Titus. The customer informed the agent that he no longer works there and that Kundan ji is the current contact. The call ended after the agent acknowledged this information.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, jumping directly from the introduction to a question about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook; instead, they immediately asked if the customer had a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was terminated after identifying the contact person was incorrect.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where a product pitch could be made.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, is there any requirement now in Respin Titus?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the primary action for this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay okay.\", \"comment\": \"The call ended abruptly after confirming the new contact person's name; no explicit next step was committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always start your calls by asking for permission to speak before jumping into questions; this builds rapport and makes the customer more receptive.\", \"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 contacted a person named Rajat regarding the company Respin Titus. The customer informed the agent that he no longer works there and that Kundan ji is the current contact. The call ended after the agent acknowledged this information.\"}", "error": null, "latency_ms": 30050, "input_tokens": 2932, "output_tokens": 673, "created_at": "2026-09-25 12:00:37", "sentiment": "negative", "sentiment_score": -0.429, "sentiment_confidence": "high", "pos": 0, "neg": 5, "lex_hits": 7, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.533, "agent_talk_sec": 12.1, "customer_talk_sec": 10.6, "dead_air_sec": 41.3, "longest_monologue_sec": 3.5, "agent_wpm": 243.0, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 5, "words_agent": 49, "words_customer": 44, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964344651", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.34, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "34972178964344651", "idx": 1, "speaker": "agent", "start_s": 1.88, "end_s": 3.34, "text_en": "Hello, am I speaking with Rajat ji?", "text_native": "हेलो रजत जी बात कर रहे हैं?" }, { "ucid": "34972178964344651", "idx": 2, "speaker": "customer", "start_s": 3.66, "end_s": 4.3, "text_en": "Yes, speaking.", "text_native": "जी बोल रहा हूं।" }, { "ucid": "34972178964344651", "idx": 3, "speaker": "agent", "start_s": 4.56, "end_s": 6.54, "text_en": "I was calling from JSW One, hello.", "text_native": "JSW One से बात कर रहा था, नमस्कार।" }, { "ucid": "34972178964344651", "idx": 4, "speaker": "customer", "start_s": 7.27, "end_s": 7.8, "text_en": "Hello.", "text_native": "नमस्कार जी।" }, { "ucid": "34972178964344651", "idx": 5, "speaker": "agent", "start_s": 8.84, "end_s": 11.1, "text_en": "Sir, is there any requirement now in Respin Titus?", "text_native": "सर, कोई requirement है अभी Respin Titus में?" }, { "ucid": "34972178964344651", "idx": 6, "speaker": "customer", "start_s": 11.8, "end_s": 12.21, "text_en": "Where?", "text_native": "कहां पे?" }, { "ucid": "34972178964344651", "idx": 7, "speaker": "agent", "start_s": 12.3, "end_s": 15.81, "text_en": "Is there any requirement in Respin Titus? You were registered for a long time.", "text_native": "Respin Titus में कोई requirement है? काफी टाइम से registered था आपका।" }, { "ucid": "34972178964344651", "idx": 8, "speaker": "customer", "start_s": 16.23, "end_s": 19.64, "text_en": "No no sir, I am not working there right now, I have left that job.", "text_native": "नहीं नहीं सर, अभी तो वहां पे कर नहीं रहा हूं अभी, वहां छोड़ दिया मैंने job." }, { "ucid": "34972178964344651", "idx": 9, "speaker": "agent", "start_s": 20.1, "end_s": 20.44, "text_en": "Yes?", "text_native": "हां जी?" }, { "ucid": "34972178964344651", "idx": 10, "speaker": "customer", "start_s": 20.84, "end_s": 24.54, "text_en": "No no sir, I don't have any update from there because I am not working there right now.", "text_native": "नहीं नहीं सर, वहां का मेरेको अभी कुछ update नहीं है because वहां job नहीं कर रहा हूं अभी।" }, { "ucid": "34972178964344651", "idx": 11, "speaker": "agent", "start_s": 24.97, "end_s": 26.83, "text_en": "Okay, so does that mean Kundan ji is there?", "text_native": "अच्छा, तो मतलब के कुंदन जी हैं क्या?" }, { "ucid": "34972178964344651", "idx": 12, "speaker": "customer", "start_s": 27.04, "end_s": 28.44, "text_en": "Kundan ji is there right now.", "text_native": "कुंदन जी हैं अभी वहां पे।" }, { "ucid": "34972178964344651", "idx": 13, "speaker": "agent", "start_s": 29.0, "end_s": 29.7, "text_en": "Okay okay.", "text_native": "Okay okay." } ], "steps": [ { "ucid": "34972178964344651", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak, jumping directly from the introduction to a question about requirements." }, { "ucid": "34972178964344651", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a hook; instead, they immediately asked if the customer had a requirement." }, { "ucid": "34972178964344651", "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 was terminated after identifying the contact person was incorrect." }, { "ucid": "34972178964344651", "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 point where a product pitch could be made." }, { "ucid": "34972178964344651", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Sir, is there any requirement now in Respin Titus?", "comment": "The agent successfully asked if a current requirement exists, which is the primary action for this step." }, { "ucid": "34972178964344651", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay okay.", "comment": "The call ended abruptly after confirming the new contact person's name; no explicit next step was committed." } ], "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": [] }