{
  "ucid": "21112178841814661",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 12:19:06",
  "end_time": "2026-09-03 12:20:05",
  "duration_sec": 59,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA39eb295846a057f856e649884286175d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1106,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178841814661__DIA39eb295846a057f856e649884286175d.mp3",
  "audio_bytes": 132192,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 44.064,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello Divya Enterprise   (हेलो दिव्या एंटरप्राइज)\n[3s] CUSTOMER: Yes sir   (हां सर)\n[4s] AGENT: Hello, I am Abhinav Gautam calling from JSW One.   (नमस्कार, मैं अभिनव गौतम बात कर रहा था JSW One से।)\n[7s] CUSTOMER: Yes sir   (हां सर)\n[8s] AGENT: Do you have any requirement, sir, for HR sheet or CR sheet?   (ये कोई रिक्वायरमेंट होगी सर HR शीट में या CR शीट में?)\n[11s] CUSTOMER: In which sheet, sir?   (कौनसे शीट में सर?)\n[12s] AGENT: HR, HR, CR, PPGL, GPGL, do you have a requirement in any of these?   (HR, HR, CR, PPGL, GPGL, किसी में है रिक्वायरमेंट आपको?)\n[16s] CUSTOMER: In what, I couldn't hear properly. From Jindal Steel, what?   (किस में कुछ सुनाई नहीं आया। जिंदल स्टील से क्या?)\n[18s] AGENT: Yes, I am calling from Jindal Steel, from JSW.   (हां जिंदल स्टील से बात कर रहा हूं मैं JSW से।)\n[21s] CUSTOMER: Yes, yes.   (हां हां।)\n[22s] AGENT: So, do you have any requirement for steel this month, sir?   (तो स्टील में कोई रिक्वायरमेंट है आपकी इस मंथ में सर?)\n[24s] CUSTOMER: No no sir, none. Yes, I understood. No, there is no requirement for steel right now.   (नहीं नहीं सर कोई नहीं। हां समझ गया मैं। नहीं स्टील की कोई रिक्वायरमेंट नहीं है अभी।)\n[28s] AGENT: Yes, okay sir.   (जी, ठीक है सर।)\n[29s] CUSTOMER: Yes.   (हां।)\n[30s] CUSTOMER: Okay sir.   (ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"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 has no immediate requirement, your goal is to understand their business to create a future opportunity. Don't end the call without attempting discovery (e.g., 'To know when to call back, could you tell me about the steel you typically use?').",
  "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 agent introduced JSW One and immediately asked for a requirement in HR/CR/etc. The customer was initially confused but then confirmed they had no steel requirement at the moment. The agent accepted this and ended the call without attempting any discovery or scheduling a future follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent immediately asked for a requirement instead of providing a warm welcome or positioning as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No basic profile verification questions were asked; the agent went straight to asking for a requirement.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, usage, or procurement habits.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform's benefits or features were not mentioned at all.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Do you have any requirement, sir, for HR sheet or CR sheet?\", \"comment\": \"Although a requirement was asked for, no specific callback was scheduled after the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no agreed next step, quote, or scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate requirement, your goal is to understand their business to create a future opportunity. Don't end the call without attempting discovery (e.g., 'To know when to call back, could you tell me about the steel you typically use?').\", \"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 agent introduced JSW One and immediately asked for a requirement in HR/CR/etc. The customer was initially confused but then confirmed they had no steel requirement at the moment. The agent accepted this and ended the call without attempting any discovery or scheduling a future follow-up.\"}",
  "error": null,
  "latency_ms": 29766,
  "input_tokens": 3059,
  "output_tokens": 704,
  "created_at": "2026-09-25 11:42:15",
  "sentiment": "negative",
  "sentiment_score": -0.455,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 14,
  "lex_hits": 7,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.625,
  "agent_talk_sec": 15.0,
  "customer_talk_sec": 9.0,
  "dead_air_sec": 35.0,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 244.0,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 9,
  "discovery_qs": 3,
  "words_agent": 61,
  "words_customer": 40,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178841814661",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.03,
      "end_s": 1.53,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178841814661",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.93,
      "end_s": 2.96,
      "text_en": "Hello Divya Enterprise",
      "text_native": "हेलो दिव्या एंटरप्राइज"
    },
    {
      "ucid": "21112178841814661",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.33,
      "end_s": 3.73,
      "text_en": "Yes sir",
      "text_native": "हां सर"
    },
    {
      "ucid": "21112178841814661",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.03,
      "end_s": 6.53,
      "text_en": "Hello, I am Abhinav Gautam calling from JSW One.",
      "text_native": "नमस्कार, मैं अभिनव गौतम बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178841814661",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.93,
      "end_s": 7.33,
      "text_en": "Yes sir",
      "text_native": "हां सर"
    },
    {
      "ucid": "21112178841814661",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.73,
      "end_s": 10.13,
      "text_en": "Do you have any requirement, sir, for HR sheet or CR sheet?",
      "text_native": "ये कोई रिक्वायरमेंट होगी सर HR शीट में या CR शीट में?"
    },
    {
      "ucid": "21112178841814661",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.53,
      "end_s": 11.53,
      "text_en": "In which sheet, sir?",
      "text_native": "कौनसे शीट में सर?"
    },
    {
      "ucid": "21112178841814661",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.63,
      "end_s": 15.13,
      "text_en": "HR, HR, CR, PPGL, GPGL, do you have a requirement in any of these?",
      "text_native": "HR, HR, CR, PPGL, GPGL, किसी में है रिक्वायरमेंट आपको?"
    },
    {
      "ucid": "21112178841814661",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.73,
      "end_s": 18.03,
      "text_en": "In what, I couldn't hear properly. From Jindal Steel, what?",
      "text_native": "किस में कुछ सुनाई नहीं आया। जिंदल स्टील से क्या?"
    },
    {
      "ucid": "21112178841814661",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.33,
      "end_s": 20.83,
      "text_en": "Yes, I am calling from Jindal Steel, from JSW.",
      "text_native": "हां जिंदल स्टील से बात कर रहा हूं मैं JSW से।"
    },
    {
      "ucid": "21112178841814661",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.03,
      "end_s": 21.43,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178841814661",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.53,
      "end_s": 23.83,
      "text_en": "So, do you have any requirement for steel this month, sir?",
      "text_native": "तो स्टील में कोई रिक्वायरमेंट है आपकी इस मंथ में सर?"
    },
    {
      "ucid": "21112178841814661",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.23,
      "end_s": 27.63,
      "text_en": "No no sir, none. Yes, I understood. No, there is no requirement for steel right now.",
      "text_native": "नहीं नहीं सर कोई नहीं। हां समझ गया मैं। नहीं स्टील की कोई रिक्वायरमेंट नहीं है अभी।"
    },
    {
      "ucid": "21112178841814661",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.03,
      "end_s": 28.83,
      "text_en": "Yes, okay sir.",
      "text_native": "जी, ठीक है सर।"
    },
    {
      "ucid": "21112178841814661",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.93,
      "end_s": 29.13,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178841814661",
      "idx": 15,
      "speaker": "customer",
      "start_s": 29.63,
      "end_s": 30.03,
      "text_en": "Okay sir.",
      "text_native": "ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178841814661",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent immediately asked for a requirement instead of providing a warm welcome or positioning as a helper."
    },
    {
      "ucid": "21112178841814661",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No basic profile verification questions were asked; the agent went straight to asking for a requirement."
    },
    {
      "ucid": "21112178841814661",
      "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 about the customer's business, usage, or procurement habits."
    },
    {
      "ucid": "21112178841814661",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The platform's benefits or features were not mentioned at all."
    },
    {
      "ucid": "21112178841814661",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Do you have any requirement, sir, for HR sheet or CR sheet?",
      "comment": "Although a requirement was asked for, no specific callback was scheduled after the customer said no."
    },
    {
      "ucid": "21112178841814661",
      "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 no agreed next step, quote, or scheduled callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "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": [
    "rejection"
  ]
}