{
  "ucid": "21112178842974051",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 15:32:20",
  "end_time": "2026-09-03 15:33:43",
  "duration_sec": 83,
  "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/DIA0f3ee996166f8591b0d5607800dceb2b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1035,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178842974051__DIA0f3ee996166f8591b0d5607800dceb2b.mp3",
  "audio_bytes": 198072,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 66.024,
  "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: Yes.   (हां)\n[4s] AGENT: Are you speaking from Glows Techno Fab India Private Limited, sir?   (Glows Techno Fab India Private Limited से बात कर रहे हैं सर?)\n[7s] CUSTOMER: Yes.   (हां)\n[7s] AGENT: Yeah, this is Abdul speaking, sir, from JSW One. Did you have any requirement for steel, sir, in HR, CR?   (Yeah, मैं अब्दुल बात कर रहा हूं सर JSW One से। कुछ रिक्वायरमेंट था क्या सर स्टील में आपको HR CR में?)\n[11s] CUSTOMER: What are you saying?   (क्या बोल रहा है?)\n[12s] AGENT: Do you have a requirement for material in that, sir, in MS, HR, CR?   (उसमें मटेरियल का रिक्वायरमेंट है क्या सर आपको MS में, HR CR?)\n[14s] CUSTOMER: I just made a call to JSW.   (अभी फोन किया था JSW से।)\n[16s] AGENT: Okay, so you don't have any requirement right now?   (अच्छा, तो कुछ नहीं रिक्वायरमेंट है अभी आपको?)\n[18s] CUSTOMER: Hello?   (हॅलो?)\n[19s] AGENT: Yes, you don't have any requirement right now, do you?   (हां, कुछ रिक्वायरमेंट नहीं है ना अभी आपको?)\n[21s] CUSTOMER: I had a requirement yesterday, but yesterday I placed an order for 30 tons, right?   (अभी रिक्वायरमेंट कल था बट कल मेरे को कल एक 30 ton का प्लेसमेंट किया ना।)\n[24s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[25s] CUSTOMER: I have placed the order.   (ऑर्डर प्लेस किया है।)\n[26s] AGENT: Who is this James, James? The MD?   (ये James कौन है, James? MD?)\n[28s] CUSTOMER: Yes, James is the director.   (हां, James डायरेक्टर है।)\n[29s] AGENT: So, do you have any requirement now, sir, like?   (तो अभी कुछ रिक्वायरमेंट सर आपको, like?)\n[31s] CUSTOMER: What are you saying?   (क्या बोल रहा है?)\n[32s] AGENT: Do you have any requirement right now?   (अभी कुछ रिक्वायरमेंट है क्या आपको?)\n[33s] CUSTOMER: The requirement right now... I had one for 30 tons yesterday, I have placed that. If there is anything now, only he would know. You will have to call him only.   (अभी रिक्वायरमेंट, मेरे पास कल एक 30 ton का था, वो मैं तो प्लेस किया है। अभी कुछ है तो उसको ही पता है। उसको ही फोन करना पड़ेगा।)\n[38s] AGENT: Okay, tell me, tell me. I am sending a WhatsApp. Whenever you have a requirement, let me know, okay?   (ठीक है, बताइए बताइए। मैं WhatsApp कर दे रहा हूं। जब भी रिक्वायरमेंट हो तो मुझे बताइए, ठीक है?)\n[42s] CUSTOMER: Okay.   (ठीक है।)\n[42s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 24,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise on the customer's side, but transcription is reliable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "24 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, you must pivot to the discovery script to build a profile for their next purchase instead of ending the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 contacted a newly registered user from a fabrication company. The customer stated they had no current steel requirement as they had placed a 30-ton order the previous day. The agent did not perform any discovery and ended the call by asking the customer to reach out when they have a future need.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement for steel, sir, in HR, CR?\", \"comment\": \"The agent jumped directly to asking for a requirement, failing to provide a warm welcome or position himself as a helper for the new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Are you speaking from Glows Techno Fab India Private Limited, sir?\", \"comment\": \"The agent only verified the company name (1/4), failing to ask about procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent only repeatedly asked if there was a current requirement.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to this stage; no platform education was provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Whenever you have a requirement, let me know, okay?\", \"comment\": \"When the customer stated no current need, the agent did not attempt to schedule a specific callback for a future opportunity.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am sending a WhatsApp. Whenever you have a requirement, let me know, okay?\", \"comment\": \"The call ended with a vague instruction, not one of the three required closure outcomes (quote, specific callback, or walkthrough).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate requirement, you must pivot to the discovery script to build a profile for their next purchase instead of ending the call.\", \"segment_detected\": \"manufacturing\", \"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 contacted a newly registered user from a fabrication company. The customer stated they had no current steel requirement as they had placed a 30-ton order the previous day. The agent did not perform any discovery and ended the call by asking the customer to reach out when they have a future need.\"}",
  "error": null,
  "latency_ms": 35726,
  "input_tokens": 3347,
  "output_tokens": 758,
  "created_at": "2026-09-25 11:39:17",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.596,
  "agent_talk_sec": 19.9,
  "customer_talk_sec": 13.5,
  "dead_air_sec": 49.6,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 331.7,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 12,
  "discovery_qs": 10,
  "words_agent": 110,
  "words_customer": 76,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178842974051",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.29,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178842974051",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.1,
      "end_s": 2.53,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178842974051",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.22,
      "text_en": "Yes.",
      "text_native": "हां"
    },
    {
      "ucid": "21112178842974051",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.77,
      "end_s": 6.2,
      "text_en": "Are you speaking from Glows Techno Fab India Private Limited, sir?",
      "text_native": "Glows Techno Fab India Private Limited से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.51,
      "end_s": 6.77,
      "text_en": "Yes.",
      "text_native": "हां"
    },
    {
      "ucid": "21112178842974051",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.2,
      "end_s": 10.8,
      "text_en": "Yeah, this is Abdul speaking, sir, from JSW One. Did you have any requirement for steel, sir, in HR, CR?",
      "text_native": "Yeah, मैं अब्दुल बात कर रहा हूं सर JSW One से। कुछ रिक्वायरमेंट था क्या सर स्टील में आपको HR CR में?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 11.86,
      "text_en": "What are you saying?",
      "text_native": "क्या बोल रहा है?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.1,
      "end_s": 14.38,
      "text_en": "Do you have a requirement for material in that, sir, in MS, HR, CR?",
      "text_native": "उसमें मटेरियल का रिक्वायरमेंट है क्या सर आपको MS में, HR CR?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.41,
      "end_s": 15.88,
      "text_en": "I just made a call to JSW.",
      "text_native": "अभी फोन किया था JSW से।"
    },
    {
      "ucid": "21112178842974051",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.4,
      "end_s": 17.88,
      "text_en": "Okay, so you don't have any requirement right now?",
      "text_native": "अच्छा, तो कुछ नहीं रिक्वायरमेंट है अभी आपको?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.18,
      "end_s": 18.58,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.98,
      "end_s": 20.58,
      "text_en": "Yes, you don't have any requirement right now, do you?",
      "text_native": "हां, कुछ रिक्वायरमेंट नहीं है ना अभी आपको?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.9,
      "end_s": 23.7,
      "text_en": "I had a requirement yesterday, but yesterday I placed an order for 30 tons, right?",
      "text_native": "अभी रिक्वायरमेंट कल था बट कल मेरे को कल एक 30 ton का प्लेसमेंट किया ना।"
    },
    {
      "ucid": "21112178842974051",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 24.5,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178842974051",
      "idx": 14,
      "speaker": "customer",
      "start_s": 24.8,
      "end_s": 25.6,
      "text_en": "I have placed the order.",
      "text_native": "ऑर्डर प्लेस किया है।"
    },
    {
      "ucid": "21112178842974051",
      "idx": 15,
      "speaker": "agent",
      "start_s": 25.8,
      "end_s": 27.3,
      "text_en": "Who is this James, James? The MD?",
      "text_native": "ये James कौन है, James? MD?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.7,
      "end_s": 28.7,
      "text_en": "Yes, James is the director.",
      "text_native": "हां, James डायरेक्टर है।"
    },
    {
      "ucid": "21112178842974051",
      "idx": 17,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 30.6,
      "text_en": "So, do you have any requirement now, sir, like?",
      "text_native": "तो अभी कुछ रिक्वायरमेंट सर आपको, like?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 18,
      "speaker": "customer",
      "start_s": 30.9,
      "end_s": 31.5,
      "text_en": "What are you saying?",
      "text_native": "क्या बोल रहा है?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 19,
      "speaker": "agent",
      "start_s": 31.7,
      "end_s": 32.8,
      "text_en": "Do you have any requirement right now?",
      "text_native": "अभी कुछ रिक्वायरमेंट है क्या आपको?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 20,
      "speaker": "customer",
      "start_s": 33.3,
      "end_s": 37.8,
      "text_en": "The requirement right now... I had one for 30 tons yesterday, I have placed that. If there is anything now, only he would know. You will have to call him only.",
      "text_native": "अभी रिक्वायरमेंट, मेरे पास कल एक 30 ton का था, वो मैं तो प्लेस किया है। अभी कुछ है तो उसको ही पता है। उसको ही फोन करना पड़ेगा।"
    },
    {
      "ucid": "21112178842974051",
      "idx": 21,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 41.0,
      "text_en": "Okay, tell me, tell me. I am sending a WhatsApp. Whenever you have a requirement, let me know, okay?",
      "text_native": "ठीक है, बताइए बताइए। मैं WhatsApp कर दे रहा हूं। जब भी रिक्वायरमेंट हो तो मुझे बताइए, ठीक है?"
    },
    {
      "ucid": "21112178842974051",
      "idx": 22,
      "speaker": "customer",
      "start_s": 41.6,
      "end_s": 42.0,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178842974051",
      "idx": 23,
      "speaker": "agent",
      "start_s": 42.4,
      "end_s": 42.8,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178842974051",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement for steel, sir, in HR, CR?",
      "comment": "The agent jumped directly to asking for a requirement, failing to provide a warm welcome or position himself as a helper for the new registration."
    },
    {
      "ucid": "21112178842974051",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Are you speaking from Glows Techno Fab India Private Limited, sir?",
      "comment": "The agent only verified the company name (1/4), failing to ask about procurement city, decision-making role, or contact details."
    },
    {
      "ucid": "21112178842974051",
      "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 only repeatedly asked if there was a current requirement."
    },
    {
      "ucid": "21112178842974051",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to this stage; no platform education was provided."
    },
    {
      "ucid": "21112178842974051",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Whenever you have a requirement, let me know, okay?",
      "comment": "When the customer stated no current need, the agent did not attempt to schedule a specific callback for a future opportunity."
    },
    {
      "ucid": "21112178842974051",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I am sending a WhatsApp. Whenever you have a requirement, let me know, okay?",
      "comment": "The call ended with a vague instruction, not one of the three required closure outcomes (quote, specific callback, or walkthrough)."
    }
  ],
  "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": []
}