{
  "ucid": "21112178832498891",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 10:26:28",
  "end_time": "2026-09-02 10:27:51",
  "duration_sec": 83,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA34b92009487dda41c5e343ed32a0d1fa.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1303,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178832498891__DIA34b92009487dda41c5e343ed32a0d1fa.mp3",
  "audio_bytes": 195912,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 65.304,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello.   (हॅलो.)\n[3s] CUSTOMER: Hello.   (हॅलो.)\n[6s] AGENT: Sir, I can hear you.   (सर, आवाज आ रही है.)\n[8s] CUSTOMER: Hello?   (हॅलो?)\n[9s] AGENT: Hello.   (हॅलो.)\n[10s] CUSTOMER: Yes.   (हां जी.)\n[11s] AGENT: Sir, I was calling from JSW, from Jindal Steel.   (सर, JSW से बात कर रहा था मैं, Jindal Steel से.)\n[14s] CUSTOMER: Yes.   (जी.)\n[14s] AGENT: Uh, sir actually you had created a requirement yesterday and you received a call from a colleague of mine for HR.   (अह, सर एक्चुअली आपने कल एक requirement बनाई थी और मेरे साथ एक colleague का फोन आया था आपको for HR.)\n[20s] CUSTOMER: Hmm.   (हम्म.)\n[20s] AGENT: So sir, I just wanted to know if this requirement is live or if you have closed it from the market, sir?   (तो सर वही थोड़ा जानना था कि ये मतलब requirement live है कि close कर ली है सर आपने market से?)\n[24s] CUSTOMER: Hmm, I received a call from someone from JSW. They said you...   (हम्म, मेरे पास JSW से एक किसी का कॉल आया था। उन्होंने बोला आप...)\n[28s] AGENT: Yes, it was my colleague's phone call.   (जी, मेरे colleague का ही फोन था।)\n[29s] CUSTOMER: Yes, 'share the requirement with me'. I had shared it with them on WhatsApp. After that, I haven't received any reply from them yet.   (हां, मेरे को आप requirement share कर दो। मैंने उन्हें WhatsApp पर share कर दी थी। उसके बाद उनका reply कुछ आया नहीं अभी तक।)\n[34s] AGENT: Understood. Your requirement is for 2.2, right?   (समझ गया। 2.2 की है ना आपकी requirement?)\n[36s] CUSTOMER: Yes. HR 2.2 to 5mm.   (हां जी। HR 2.2 से 5mm तक।)\n[38s] AGENT: Okay. I'll get it checked for you, I'll have them revert.   (ठीक है। मैं करवाता हूं check आपको, revert करवाता हूं।)\n[41s] CUSTOMER: And in coil, it was CR and also HR, 1mm.   (और coil में था CR और HR भी हो, 1mm.)\n[44s] AGENT: Okay. I'll get it checked and have them revert to you.   (ठीक है। मैं check करवा के revert करवाता हूं आपको।)\n[46s] CUSTOMER: Yes.   (जी।)\n[47s] AGENT: Hmm.   (हम्म।)\n[48s] CUSTOMER: One minute.   (एक मिनट।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present but doesn't significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When a customer reports a service failure, take full ownership. Instead of deferring to a colleague, re-validate all requirements yourself and commit to a specific timeline for the quote.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer was following up on a requirement for HR/CR coils, as they had shared details with another agent via WhatsApp but received no reply. This agent acknowledged the prior contact but failed to re-validate the full requirement or perform any discovery. The call ended with the agent promising to have the other colleague revert, leaving the customer's issue unresolved.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"sir actually you had created a requirement yesterday and you received a call from a colleague of mine for HR.\", \"comment\": \"The agent correctly acknowledged the customer's prior interaction with the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Your requirement is for 2.2, right?\", \"comment\": \"Agent only attempted to revalidate thickness, missing quantity, width, location, and timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a price or commit to a specific timeline, instead deferring to a colleague by saying 'I'll have them revert'.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your requirement is for 2.2, right?\", \"comment\": \"The agent correctly focused on the customer's stated requirement and did not pitch other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer reports a service failure, take full ownership. Instead of deferring to a colleague, re-validate all requirements yourself and commit to a specific timeline for the quote.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer was following up on a requirement for HR/CR coils, as they had shared details with another agent via WhatsApp but received no reply. This agent acknowledged the prior contact but failed to re-validate the full requirement or perform any discovery. The call ended with the agent promising to have the other colleague revert, leaving the customer's issue unresolved.\"}",
  "error": null,
  "latency_ms": 31193,
  "input_tokens": 3308,
  "output_tokens": 675,
  "created_at": "2026-09-25 11:51:32",
  "sentiment": "positive",
  "sentiment_score": 0.3,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.57,
  "agent_talk_sec": 20.3,
  "customer_talk_sec": 15.3,
  "dead_air_sec": 47.4,
  "longest_monologue_sec": 4.5,
  "agent_wpm": 286.7,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 12,
  "discovery_qs": 2,
  "words_agent": 97,
  "words_customer": 61,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178832498891",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.77,
      "end_s": 1.23,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178832498891",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.77,
      "end_s": 2.23,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178832498891",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.88,
      "end_s": 3.34,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178832498891",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 7.5,
      "text_en": "Sir, I can hear you.",
      "text_native": "सर, आवाज आ रही है."
    },
    {
      "ucid": "21112178832498891",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.36,
      "end_s": 8.82,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178832498891",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.4,
      "end_s": 9.82,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178832498891",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.16,
      "end_s": 10.56,
      "text_en": "Yes.",
      "text_native": "हां जी."
    },
    {
      "ucid": "21112178832498891",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 13.2,
      "text_en": "Sir, I was calling from JSW, from Jindal Steel.",
      "text_native": "सर, JSW से बात कर रहा था मैं, Jindal Steel से."
    },
    {
      "ucid": "21112178832498891",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.64,
      "end_s": 14.0,
      "text_en": "Yes.",
      "text_native": "जी."
    },
    {
      "ucid": "21112178832498891",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.46,
      "end_s": 19.0,
      "text_en": "Uh, sir actually you had created a requirement yesterday and you received a call from a colleague of mine for HR.",
      "text_native": "अह, सर एक्चुअली आपने कल एक requirement बनाई थी और मेरे साथ एक colleague का फोन आया था आपको for HR."
    },
    {
      "ucid": "21112178832498891",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 19.8,
      "text_en": "Hmm.",
      "text_native": "हम्म."
    },
    {
      "ucid": "21112178832498891",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.2,
      "end_s": 24.0,
      "text_en": "So sir, I just wanted to know if this requirement is live or if you have closed it from the market, sir?",
      "text_native": "तो सर वही थोड़ा जानना था कि ये मतलब requirement live है कि close कर ली है सर आपने market से?"
    },
    {
      "ucid": "21112178832498891",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.5,
      "end_s": 27.5,
      "text_en": "Hmm, I received a call from someone from JSW. They said you...",
      "text_native": "हम्म, मेरे पास JSW से एक किसी का कॉल आया था। उन्होंने बोला आप..."
    },
    {
      "ucid": "21112178832498891",
      "idx": 13,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 28.7,
      "text_en": "Yes, it was my colleague's phone call.",
      "text_native": "जी, मेरे colleague का ही फोन था।"
    },
    {
      "ucid": "21112178832498891",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.8,
      "end_s": 33.2,
      "text_en": "Yes, 'share the requirement with me'. I had shared it with them on WhatsApp. After that, I haven't received any reply from them yet.",
      "text_native": "हां, मेरे को आप requirement share कर दो। मैंने उन्हें WhatsApp पर share कर दी थी। उसके बाद उनका reply कुछ आया नहीं अभी तक।"
    },
    {
      "ucid": "21112178832498891",
      "idx": 15,
      "speaker": "agent",
      "start_s": 33.5,
      "end_s": 35.5,
      "text_en": "Understood. Your requirement is for 2.2, right?",
      "text_native": "समझ गया। 2.2 की है ना आपकी requirement?"
    },
    {
      "ucid": "21112178832498891",
      "idx": 16,
      "speaker": "customer",
      "start_s": 35.9,
      "end_s": 38.0,
      "text_en": "Yes. HR 2.2 to 5mm.",
      "text_native": "हां जी। HR 2.2 से 5mm तक।"
    },
    {
      "ucid": "21112178832498891",
      "idx": 17,
      "speaker": "agent",
      "start_s": 38.3,
      "end_s": 40.5,
      "text_en": "Okay. I'll get it checked for you, I'll have them revert.",
      "text_native": "ठीक है। मैं करवाता हूं check आपको, revert करवाता हूं।"
    },
    {
      "ucid": "21112178832498891",
      "idx": 18,
      "speaker": "customer",
      "start_s": 40.6,
      "end_s": 43.2,
      "text_en": "And in coil, it was CR and also HR, 1mm.",
      "text_native": "और coil में था CR और HR भी हो, 1mm."
    },
    {
      "ucid": "21112178832498891",
      "idx": 19,
      "speaker": "agent",
      "start_s": 43.6,
      "end_s": 45.8,
      "text_en": "Okay. I'll get it checked and have them revert to you.",
      "text_native": "ठीक है। मैं check करवा के revert करवाता हूं आपको।"
    },
    {
      "ucid": "21112178832498891",
      "idx": 20,
      "speaker": "customer",
      "start_s": 46.2,
      "end_s": 46.5,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178832498891",
      "idx": 21,
      "speaker": "agent",
      "start_s": 46.9,
      "end_s": 47.2,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178832498891",
      "idx": 22,
      "speaker": "customer",
      "start_s": 47.5,
      "end_s": 48.0,
      "text_en": "One minute.",
      "text_native": "एक मिनट।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178832498891",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "sir actually you had created a requirement yesterday and you received a call from a colleague of mine for HR.",
      "comment": "The agent correctly acknowledged the customer's prior interaction with the platform."
    },
    {
      "ucid": "21112178832498891",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Your requirement is for 2.2, right?",
      "comment": "Agent only attempted to revalidate thickness, missing quantity, width, location, and timeline."
    },
    {
      "ucid": "21112178832498891",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business, application, or procurement habits."
    },
    {
      "ucid": "21112178832498891",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a price or commit to a specific timeline, instead deferring to a colleague by saying 'I'll have them revert'."
    },
    {
      "ucid": "21112178832498891",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Your requirement is for 2.2, right?",
      "comment": "The agent correctly focused on the customer's stated requirement and did not pitch other products."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}