{
  "ucid": "21112178824774461",
  "call_date": "2026-09-01",
  "start_time": "2026-09-01 12:59:04",
  "end_time": "2026-09-01 13:00:02",
  "duration_sec": 58,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7e5a58a934f9ce36328dd0af8406d4f3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1313,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178824774461__DIA7e5a58a934f9ce36328dd0af8406d4f3.mp3",
  "audio_bytes": 126144,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 42.048,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello. Hello. Hello.   (हॅलो. हॅलो. हॅलो.)\n[4s] AGENT: Hello, am I speaking with Shri Ambey Steel, sir?   (हॅलो, श्री अम्बे स्टील से बात कर रहे हैं सर?)\n[6s] CUSTOMER: Yes?   (हां?)\n[6s] AGENT: This is Abdul speaking, sir, from JSW Mumbai head office.   (अब्दुल बात कर रहा हूं सर, JSW मुंबई हेड ऑफिस से।)\n[9s] CUSTOMER: Yes.   (हां।)\n[9s] AGENT: Do you have any requirement for steel, sir?   (कुछ रिक्वायरमेंट है क्या सर स्टील में?)\n[11s] CUSTOMER: Huh?   (हां?)\n[11s] AGENT: Do you have any requirement for steel, sir? In HR, CR, in MS?   (स्टील में कुछ रिक्वायरमेंट है क्या सर आपकी? HR, CR में, MS में?)\n[14s] CUSTOMER: No, I was using the app, I was looking at the app and by mistake it got added, the quantity was entered. Then I had to cancel it.   (नहीं, वो ऐप ये कर रहा था मैं, ऐप देख रहा था तो उसमें से गलती से वो ऐड हो गया, क्वांटिटी गिर गया। फिर उसको कैंसिल करना हो गया।)\n[19s] AGENT: Cement, your quantity for cement was added?   (सीमेंट, सीमेंट का आपका क्वांटिटी ऐड हो गया था?)\n[20s] CUSTOMER: Yes yes, that same quantity was added by mistake. Then there was no option to cancel it there.   (हां हां, वही क्वांटिटी ऐड हो गया था गलती से। वो फिर कैंसिल करने का उधर ऑप्शन भी नहीं था।)\n[24s] AGENT: There is no option to cancel. Okay, okay.   (कैंसिल करने का ऑप्शन नहीं होता। ठीक है, ठीक है।)\n[26s] CUSTOMER: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise, 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "Always start by referencing the customer's action on the platform; your opening 'Do you have any requirement for steel?' made this feel like a cold call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "cement",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer clarified that they had no requirement and had only called because they accidentally added a quantity of cement to their cart on the app and could not find a way to cancel it. The agent acknowledged the mistake and the call ended. No business was discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir?\", \"comment\": \"The agent opened with a generic cold-call question instead of referencing the customer's platform activity.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended after the customer explained the submission was a mistake, so no revalidation of fields occurred.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not progress to the discovery stage as the customer had no requirement.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The nature of the call (mistaken entry) meant it never reached the closure stage.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"There is no option to cancel. Okay, okay.\", \"comment\": \"The agent correctly accepted the customer's explanation and did not attempt to force a pitch.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always start by referencing the customer's action on the platform; your opening 'Do you have any requirement for steel?' made this feel like a cold call.\", \"segment_detected\": \"cement\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer clarified that they had no requirement and had only called because they accidentally added a quantity of cement to their cart on the app and could not find a way to cancel it. The agent acknowledged the mistake and the call ended. No business was discussed.\"}",
  "error": null,
  "latency_ms": 29421,
  "input_tokens": 3054,
  "output_tokens": 624,
  "created_at": "2026-09-25 11:51:50",
  "sentiment": "positive",
  "sentiment_score": 0.257,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 1,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.528,
  "agent_talk_sec": 12.1,
  "customer_talk_sec": 10.8,
  "dead_air_sec": 35.1,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 287.6,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 58,
  "words_customer": 51,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178824774461",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.83,
      "end_s": 1.29,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178824774461",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.76,
      "end_s": 3.0,
      "text_en": "Hello. Hello. Hello.",
      "text_native": "हॅलो. हॅलो. हॅलो."
    },
    {
      "ucid": "21112178824774461",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 5.5,
      "text_en": "Hello, am I speaking with Shri Ambey Steel, sir?",
      "text_native": "हॅलो, श्री अम्बे स्टील से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178824774461",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.81,
      "end_s": 6.21,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178824774461",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.36,
      "end_s": 8.5,
      "text_en": "This is Abdul speaking, sir, from JSW Mumbai head office.",
      "text_native": "अब्दुल बात कर रहा हूं सर, JSW मुंबई हेड ऑफिस से।"
    },
    {
      "ucid": "21112178824774461",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.76,
      "end_s": 9.1,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178824774461",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.36,
      "end_s": 10.8,
      "text_en": "Do you have any requirement for steel, sir?",
      "text_native": "कुछ रिक्वायरमेंट है क्या सर स्टील में?"
    },
    {
      "ucid": "21112178824774461",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 11.3,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178824774461",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.4,
      "end_s": 13.5,
      "text_en": "Do you have any requirement for steel, sir? In HR, CR, in MS?",
      "text_native": "स्टील में कुछ रिक्वायरमेंट है क्या सर आपकी? HR, CR में, MS में?"
    },
    {
      "ucid": "21112178824774461",
      "idx": 9,
      "speaker": "customer",
      "start_s": 13.7,
      "end_s": 19.0,
      "text_en": "No, I was using the app, I was looking at the app and by mistake it got added, the quantity was entered. Then I had to cancel it.",
      "text_native": "नहीं, वो ऐप ये कर रहा था मैं, ऐप देख रहा था तो उसमें से गलती से वो ऐड हो गया, क्वांटिटी गिर गया। फिर उसको कैंसिल करना हो गया।"
    },
    {
      "ucid": "21112178824774461",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.0,
      "end_s": 20.5,
      "text_en": "Cement, your quantity for cement was added?",
      "text_native": "सीमेंट, सीमेंट का आपका क्वांटिटी ऐड हो गया था?"
    },
    {
      "ucid": "21112178824774461",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 24.0,
      "text_en": "Yes yes, that same quantity was added by mistake. Then there was no option to cancel it there.",
      "text_native": "हां हां, वही क्वांटिटी ऐड हो गया था गलती से। वो फिर कैंसिल करने का उधर ऑप्शन भी नहीं था।"
    },
    {
      "ucid": "21112178824774461",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 25.8,
      "text_en": "There is no option to cancel. Okay, okay.",
      "text_native": "कैंसिल करने का ऑप्शन नहीं होता। ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178824774461",
      "idx": 13,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 26.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178824774461",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir?",
      "comment": "The agent opened with a generic cold-call question instead of referencing the customer's platform activity."
    },
    {
      "ucid": "21112178824774461",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended after the customer explained the submission was a mistake, so no revalidation of fields occurred."
    },
    {
      "ucid": "21112178824774461",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call did not progress to the discovery stage as the customer had no requirement."
    },
    {
      "ucid": "21112178824774461",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The nature of the call (mistaken entry) meant it never reached the closure stage."
    },
    {
      "ucid": "21112178824774461",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "There is no option to cancel. Okay, okay.",
      "comment": "The agent correctly accepted the customer's explanation and did not attempt to force a pitch."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}