{
  "ucid": "21112178833874631",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 14:15:46",
  "end_time": "2026-09-02 14:16:45",
  "duration_sec": 59,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1add69a09f4837193656654069332bcc.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1294,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178833874631__DIA1add69a09f4837193656654069332bcc.mp3",
  "audio_bytes": 129168,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 43.056,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes?   (हाँ जी?)\n[3s] AGENT: Aarti Photo?   (आरती फोटो?)\n[4s] CUSTOMER: Yes, tell me.   (हाँ जी, बताइए।)\n[5s] AGENT: Sir, I was calling from JSW One.   (सर JSW One से बात कर रहा था मैं।)\n[8s] CUSTOMER: Yes?   (हाँ जी?)\n[8s] AGENT: I was calling from JSW One, sir, Jindal Steel Works.   (JSW One से बात कर रहा था सर मैं, Jindal Steel Works.)\n[11s] CUSTOMER: Yes, tell me.   (हाँ, बताइए।)\n[13s] AGENT: Uh sir, is there any requirement for steel? Do you have a requirement for cement?   (अह सर कुछ रिक्वायरमेंट है स्टील में? आपकी सीमेंट में रिक्वायरमेंट है?)\n[17s] CUSTOMER: Sir, you hadn't sent me the rate.   (सर रेट आपने मेरेको भेजा नहीं किया था।)\n[20s] AGENT: That's what I'm asking you sir, is the requirement in steel or in cement?   (आपको वही पूछ रहा हूं सर, स्टील में रिक्वायरमेंट है कि सीमेंट में?)\n[22s] CUSTOMER: It will be in both steel and cement. You get the rate for steel sent to me, then I'll... steel there...   (स्टील, सीमेंट दोनों में होगा। स्टील का आप रेट मेरेको डलवाइए तो मैं स्टील वहां पे...)\n[27s] AGENT: Okay sir. Okay. I'll send it.   (ठीक है सर। ठीक है। भेजता हूं मैं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "noisy: There is significant background chatter, especially on the agent's side, which sometimes muffles their speech.",
  "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": "You must open the call by acknowledging the customer's platform inquiry, not by asking if they have a requirement, which makes it sound like a cold call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer stated that a previously requested rate had not been sent. The agent did not acknowledge this and instead asked if the requirement was for steel or cement. The customer confirmed interest in both and asked for the steel rate to be sent, to which the agent agreed without committing to a timeline.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement for steel? Do you have a requirement for cement?\", \"comment\": \"The agent started the call as if it were a cold call, failing to acknowledge the customer's prior inquiry which the customer immediately referenced.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt to revalidate any specific details of the requirement, such as product, quantity, or location.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"ठीक है सर। ठीक है। भेजता हूं मैं।\", \"comment\": \"The agent agreed to send the rate but did not provide a specific timeline for when the customer would receive it.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"JSW One से बात कर रहा था सर मैं, Jindal Steel Works.\", \"comment\": \"The agent did not re-pitch the portfolio; the call was too brief and lacked any pitch elements.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must open the call by acknowledging the customer's platform inquiry, not by asking if they have a requirement, which makes it sound like a cold call.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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 customer stated that a previously requested rate had not been sent. The agent did not acknowledge this and instead asked if the requirement was for steel or cement. The customer confirmed interest in both and asked for the steel rate to be sent, to which the agent agreed without committing to a timeline.\"}",
  "error": null,
  "latency_ms": 30529,
  "input_tokens": 3007,
  "output_tokens": 678,
  "created_at": "2026-09-25 11:51:02",
  "sentiment": "negative",
  "sentiment_score": -0.4,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.598,
  "agent_talk_sec": 13.7,
  "customer_talk_sec": 9.2,
  "dead_air_sec": 36.1,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 240.9,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 55,
  "words_customer": 37,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178833874631",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.24,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178833874631",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.55,
      "end_s": 1.95,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178833874631",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.38,
      "end_s": 2.75,
      "text_en": "Yes?",
      "text_native": "हाँ जी?"
    },
    {
      "ucid": "21112178833874631",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.18,
      "end_s": 3.94,
      "text_en": "Aarti Photo?",
      "text_native": "आरती फोटो?"
    },
    {
      "ucid": "21112178833874631",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.26,
      "end_s": 4.98,
      "text_en": "Yes, tell me.",
      "text_native": "हाँ जी, बताइए।"
    },
    {
      "ucid": "21112178833874631",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.3,
      "end_s": 7.24,
      "text_en": "Sir, I was calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178833874631",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.67,
      "end_s": 8.04,
      "text_en": "Yes?",
      "text_native": "हाँ जी?"
    },
    {
      "ucid": "21112178833874631",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.36,
      "end_s": 10.82,
      "text_en": "I was calling from JSW One, sir, Jindal Steel Works.",
      "text_native": "JSW One से बात कर रहा था सर मैं, Jindal Steel Works."
    },
    {
      "ucid": "21112178833874631",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 11.94,
      "text_en": "Yes, tell me.",
      "text_native": "हाँ, बताइए।"
    },
    {
      "ucid": "21112178833874631",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.7,
      "end_s": 16.4,
      "text_en": "Uh sir, is there any requirement for steel? Do you have a requirement for cement?",
      "text_native": "अह सर कुछ रिक्वायरमेंट है स्टील में? आपकी सीमेंट में रिक्वायरमेंट है?"
    },
    {
      "ucid": "21112178833874631",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.83,
      "end_s": 19.2,
      "text_en": "Sir, you hadn't sent me the rate.",
      "text_native": "सर रेट आपने मेरेको भेजा नहीं किया था।"
    },
    {
      "ucid": "21112178833874631",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.6,
      "end_s": 22.1,
      "text_en": "That's what I'm asking you sir, is the requirement in steel or in cement?",
      "text_native": "आपको वही पूछ रहा हूं सर, स्टील में रिक्वायरमेंट है कि सीमेंट में?"
    },
    {
      "ucid": "21112178833874631",
      "idx": 12,
      "speaker": "customer",
      "start_s": 22.4,
      "end_s": 26.8,
      "text_en": "It will be in both steel and cement. You get the rate for steel sent to me, then I'll... steel there...",
      "text_native": "स्टील, सीमेंट दोनों में होगा। स्टील का आप रेट मेरेको डलवाइए तो मैं स्टील वहां पे..."
    },
    {
      "ucid": "21112178833874631",
      "idx": 13,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 29.1,
      "text_en": "Okay sir. Okay. I'll send it.",
      "text_native": "ठीक है सर। ठीक है। भेजता हूं मैं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178833874631",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement for steel? Do you have a requirement for cement?",
      "comment": "The agent started the call as if it were a cold call, failing to acknowledge the customer's prior inquiry which the customer immediately referenced."
    },
    {
      "ucid": "21112178833874631",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not attempt to revalidate any specific details of the requirement, such as product, quantity, or location."
    },
    {
      "ucid": "21112178833874631",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business, application, or procurement habits."
    },
    {
      "ucid": "21112178833874631",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "ठीक है सर। ठीक है। भेजता हूं मैं।",
      "comment": "The agent agreed to send the rate but did not provide a specific timeline for when the customer would receive it."
    },
    {
      "ucid": "21112178833874631",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "JSW One से बात कर रहा था सर मैं, Jindal Steel Works.",
      "comment": "The agent did not re-pitch the portfolio; the call was too brief and lacked any pitch elements."
    }
  ],
  "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": []
}