{ "ucid": "34972178971503612", "call_date": "2026-09-18", "start_time": "2026-09-18 12:33:56", "end_time": "2026-09-18 12:34:37", "duration_sec": 41, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9d8cfa551a1afb608f1c9387c6dcbef6.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1420, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178971503612__DIA9d8cfa551a1afb608f1c9387c6dcbef6.mp3", "audio_bytes": 57024, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 19.008, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हेलो।)\n[2s] AGENT: Hello? I am speaking from JSW One. (हेलो? JSW One से बात कर रहा हूं मैं।)\n[4s] CUSTOMER: Sir, I don't want to ask anything about business. I will call in ten-fifteen minutes, sir. (सर कुछ बिज़नेस में नहीं पूछना। दस पंद्रह मिनट में फ़ोन करता हूं सर।)\n[8s] AGENT: About the solution (सोल्यूशन के बारे में)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 4, "connected": 1, "audio_notes": "noisy: Significant background noise and chatter throughout the call, making some parts of the conversation difficult to understand.", "transcript_status": "ok", "transcript_error": null, "band": "amber", "band_reason": "only 4 turns - short exchange, limited evidence to score", "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": "When a customer says they are busy and will call back, accept and confirm the callback time instead of trying to push the conversation forward.", "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 introduced JSW One, but the customer immediately stated they were busy and would call back in 10-15 minutes. The agent attempted to continue the call, but it ended without any business discussion.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello? I am speaking from JSW One.\", \"comment\": \"The agent did not use the customer's name or ask for permission, and when the customer asked to call back, the agent pushed to continue instead of confirming the time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer cut the call short before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"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 attempt to qualify for a requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: I will call in ten-fifteen minutes, sir.\", \"comment\": \"The agent did not confirm the callback time offered by the customer and instead tried to continue the current conversation.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy and will call back, accept and confirm the callback time instead of trying to push the conversation forward.\", \"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 introduced JSW One, but the customer immediately stated they were busy and would call back in 10-15 minutes. The agent attempted to continue the call, but it ended without any business discussion.\"}", "error": null, "latency_ms": 26278, "input_tokens": 2657, "output_tokens": 673, "created_at": "2026-09-25 11:57:00", "sentiment": "negative", "sentiment_score": -0.4, "sentiment_confidence": "med", "pos": 0, "neg": 2, "lex_hits": 1, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.395, "agent_talk_sec": 3.0, "customer_talk_sec": 4.6, "dead_air_sec": 33.4, "longest_monologue_sec": 2.0, "agent_wpm": null, "interruptions": 0, "agent_turns": 2, "customer_turns": 2, "discovery_qs": 1, "words_agent": 10, "words_customer": 18, "monologue_heavy": 0, "turns": [ { "ucid": "34972178971503612", "idx": 0, "speaker": "customer", "start_s": 0.89, "end_s": 1.53, "text_en": "Hello.", "text_native": "हेलो।" }, { "ucid": "34972178971503612", "idx": 1, "speaker": "agent", "start_s": 1.8, "end_s": 3.83, "text_en": "Hello? I am speaking from JSW One.", "text_native": "हेलो? JSW One से बात कर रहा हूं मैं।" }, { "ucid": "34972178971503612", "idx": 2, "speaker": "customer", "start_s": 4.5, "end_s": 8.5, "text_en": "Sir, I don't want to ask anything about business. I will call in ten-fifteen minutes, sir.", "text_native": "सर कुछ बिज़नेस में नहीं पूछना। दस पंद्रह मिनट में फ़ोन करता हूं सर।" }, { "ucid": "34972178971503612", "idx": 3, "speaker": "agent", "start_s": 8.5, "end_s": 9.5, "text_en": "About the solution", "text_native": "सोल्यूशन के बारे में" } ], "steps": [ { "ucid": "34972178971503612", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Hello? I am speaking from JSW One.", "comment": "The agent did not use the customer's name or ask for permission, and when the customer asked to call back, the agent pushed to continue instead of confirming the time." }, { "ucid": "34972178971503612", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The customer cut the call short before the agent could deliver a hook." }, { "ucid": "34972178971503612", "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 any discovery questions could be asked." }, { "ucid": "34972178971503612", "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": "34972178971503612", "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 attempt to qualify for a requirement." }, { "ucid": "34972178971503612", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "CUSTOMER: I will call in ten-fifteen minutes, sir.", "comment": "The agent did not confirm the callback time offered by the customer and instead tried to continue the current conversation." } ], "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": [] }