{
  "ucid": "21112178834589781",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 16:14:57",
  "end_time": "2026-09-02 16:16:02",
  "duration_sec": 65,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4ef344a4dc9ac57c21c24525a50bc7ed.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1229,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178834589781__DIA4ef344a4dc9ac57c21c24525a50bc7ed.mp3",
  "audio_bytes": 143208,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 47.736,
  "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[3s] AGENT: Sir, greetings. Am I speaking with Coreline Gas Solutions?   (सर नमस्कार, कोरलाइन गैस सोल्यूशन से बात कर रहे हैं?)\n[6s] CUSTOMER: Yes, yes.   (हां हां)\n[6s] AGENT: I am Abdul speaking, sir, from JSW.   (मैं अब्दुल बात कर रहा हूं सर JSW से।)\n[8s] CUSTOMER: Okay.   (अच्छा।)\n[9s] AGENT: Did you have any requirement, sir, for steel, in HR, CR?   (कुछ रिक्वायरमेंट था क्या सर स्टील में आपको HR CR में?)\n[11s] CUSTOMER: No, I was just seeing how this dealing happens. I thought   (नहीं, मैं देख रहा था कि ये कैसे डीलिंग होती है। मुझे लगा था)\n[14s] AGENT: Dealing? Yes. Yes yes, tell me.   (डीलिंग? हां। हां हां, बताओ।)\n[15s] AGENT: What did you think? Tell me, what did you think?   (क्या लगा था? बोलिए ना, क्या लगा था आपको?)\n[17s] CUSTOMER: No, I was thinking pipes etc. are available, pipes, angles etc., T-plates etc.   (नहीं मैं सोच रहा था पाइप्स वगेरा मिलते हैं, पाइप्स, एंगल वगेरा, टी प्लेट्स वगेरा।)\n[20s] AGENT: All that is available. If you have any requirement in HR, CR, then tell me. Do you need HR sheets or not?   (वो सब मिलता है। HR CR में कुछ रिक्वायरमेंट हो तो बताइए। HR शीट लगता है की नहीं आपको?)\n[23s] CUSTOMER: Huh?   (हं?)\n[23s] AGENT: Do you need HR sheets, sir? Hot rolled, CR, all this?   (HR शीट लगता है क्या आपको सर? हॉट रोल्ड, CR ये सब?)\n[26s] CUSTOMER: No, not sheets etc.   (नहीं, शीट वगेरा नहीं।)\n[27s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer states their product interest (e.g., pipes, angles), you must explore that first instead of immediately pivoting to your own script about HR/CR.",
  "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": 1,
  "material_detected": "pipes, angles etc., T-plates etc.",
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer from 'Coreline Gas Solutions' registered to understand the platform and was primarily interested in pipes, angles, and T-plates. The agent ignored the customer's stated interest, did not perform discovery, and instead repeatedly asked about HR/CR requirements. The customer confirmed they did not need sheets, and the call ended without any resolution or next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, greetings. Am I speaking with Coreline Gas Solutions?\", \"comment\": \"The agent opened with a polite greeting and identified the customer's company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Only verified the company name (1/4); did not ask for city, procurement role, or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent immediately jumped to asking about a requirement for specific products.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any platform benefits could be explained.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked about a requirement, he did not schedule a specific callback when the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with 'Okay' and no agreed next step like a quote, callback, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states their product interest (e.g., pipes, angles), you must explore that first instead of immediately pivoting to your own script about HR/CR.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"pipes, angles etc., T-plates etc.\", \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"No, I was just seeing how this dealing happens.\", \"response\": \"All that is available. If you have any requirement in HR, CR, then tell me. Do you need HR sheets or not?\"}], \"call_summary\": \"The customer from 'Coreline Gas Solutions' registered to understand the platform and was primarily interested in pipes, angles, and T-plates. The agent ignored the customer's stated interest, did not perform discovery, and instead repeatedly asked about HR/CR requirements. The customer confirmed they did not need sheets, and the call ended without any resolution or next steps.\"}",
  "error": null,
  "latency_ms": 41484,
  "input_tokens": 3112,
  "output_tokens": 799,
  "created_at": "2026-09-25 11:48:15",
  "sentiment": "negative",
  "sentiment_score": -0.176,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.626,
  "agent_talk_sec": 14.2,
  "customer_talk_sec": 8.5,
  "dead_air_sec": 42.3,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 329.6,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 8,
  "words_agent": 78,
  "words_customer": 35,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834589781",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 2.0,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178834589781",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.38,
      "end_s": 2.7,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178834589781",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 3.2,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178834589781",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.48,
      "end_s": 5.2,
      "text_en": "Sir, greetings. Am I speaking with Coreline Gas Solutions?",
      "text_native": "सर नमस्कार, कोरलाइन गैस सोल्यूशन से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178834589781",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 5.86,
      "text_en": "Yes, yes.",
      "text_native": "हां हां"
    },
    {
      "ucid": "21112178834589781",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.06,
      "end_s": 7.7,
      "text_en": "I am Abdul speaking, sir, from JSW.",
      "text_native": "मैं अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178834589781",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.14,
      "end_s": 8.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178834589781",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.7,
      "end_s": 10.68,
      "text_en": "Did you have any requirement, sir, for steel, in HR, CR?",
      "text_native": "कुछ रिक्वायरमेंट था क्या सर स्टील में आपको HR CR में?"
    },
    {
      "ucid": "21112178834589781",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 13.6,
      "text_en": "No, I was just seeing how this dealing happens. I thought",
      "text_native": "नहीं, मैं देख रहा था कि ये कैसे डीलिंग होती है। मुझे लगा था"
    },
    {
      "ucid": "21112178834589781",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.6,
      "end_s": 14.9,
      "text_en": "Dealing? Yes. Yes yes, tell me.",
      "text_native": "डीलिंग? हां। हां हां, बताओ।"
    },
    {
      "ucid": "21112178834589781",
      "idx": 10,
      "speaker": "agent",
      "start_s": 14.9,
      "end_s": 16.6,
      "text_en": "What did you think? Tell me, what did you think?",
      "text_native": "क्या लगा था? बोलिए ना, क्या लगा था आपको?"
    },
    {
      "ucid": "21112178834589781",
      "idx": 11,
      "speaker": "customer",
      "start_s": 16.9,
      "end_s": 19.9,
      "text_en": "No, I was thinking pipes etc. are available, pipes, angles etc., T-plates etc.",
      "text_native": "नहीं मैं सोच रहा था पाइप्स वगेरा मिलते हैं, पाइप्स, एंगल वगेरा, टी प्लेट्स वगेरा।"
    },
    {
      "ucid": "21112178834589781",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.9,
      "end_s": 22.6,
      "text_en": "All that is available. If you have any requirement in HR, CR, then tell me. Do you need HR sheets or not?",
      "text_native": "वो सब मिलता है। HR CR में कुछ रिक्वायरमेंट हो तो बताइए। HR शीट लगता है की नहीं आपको?"
    },
    {
      "ucid": "21112178834589781",
      "idx": 13,
      "speaker": "customer",
      "start_s": 22.7,
      "end_s": 23.0,
      "text_en": "Huh?",
      "text_native": "हं?"
    },
    {
      "ucid": "21112178834589781",
      "idx": 14,
      "speaker": "agent",
      "start_s": 23.1,
      "end_s": 25.5,
      "text_en": "Do you need HR sheets, sir? Hot rolled, CR, all this?",
      "text_native": "HR शीट लगता है क्या आपको सर? हॉट रोल्ड, CR ये सब?"
    },
    {
      "ucid": "21112178834589781",
      "idx": 15,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 27.1,
      "text_en": "No, not sheets etc.",
      "text_native": "नहीं, शीट वगेरा नहीं।"
    },
    {
      "ucid": "21112178834589781",
      "idx": 16,
      "speaker": "agent",
      "start_s": 27.3,
      "end_s": 27.7,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178834589781",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, greetings. Am I speaking with Coreline Gas Solutions?",
      "comment": "The agent opened with a polite greeting and identified the customer's company."
    },
    {
      "ucid": "21112178834589781",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Only verified the company name (1/4); did not ask for city, procurement role, or best contact details."
    },
    {
      "ucid": "21112178834589781",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked; the agent immediately jumped to asking about a requirement for specific products."
    },
    {
      "ucid": "21112178834589781",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any platform benefits could be explained."
    },
    {
      "ucid": "21112178834589781",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Although the agent asked about a requirement, he did not schedule a specific callback when the customer said no."
    },
    {
      "ucid": "21112178834589781",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with 'Okay' and no agreed next step like a quote, callback, or walkthrough."
    }
  ],
  "objections": [
    {
      "ucid": "21112178834589781",
      "obj_type": "just_registered_to_check",
      "state": "mishandled",
      "evidence": "No, I was just seeing how this dealing happens.",
      "response": "All that is available. If you have any requirement in HR, CR, then tell me. Do you need HR sheets or not?"
    }
  ],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}