{
  "ucid": "21112178849889161",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 10:44:51",
  "end_time": "2026-09-04 10:45:59",
  "duration_sec": 68,
  "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/DIA60143082742ba966720cb5e1fcb3a80d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 936,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178849889161__DIA60143082742ba966720cb5e1fcb3a80d.mp3",
  "audio_bytes": 155304,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 51.768,
  "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[4s] AGENT: Am I speaking with Yogiraj Industries, sir?   (योगीराज इंडस्ट्रीज से बात कर रहे हैं सर?)\n[5s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[6s] AGENT: Good morning, this is Abdul speaking, sir, from JSW One.   (गुड मॉर्निंग, मैं अब्दुल बात कर रहा हूं सर, JSW One से।)\n[9s] CUSTOMER: From where?   (कहां से?)\n[10s] AGENT: JSW, I'm calling from JSW, sir.   (JSW, JSW से बात कर रहे हैं सर।)\n[12s] CUSTOMER: Speak, what was it?   (बोलिए, क्या था?)\n[12s] AGENT: Sir, you had registered on the JSW platform, I called for that. Do you have any requirement for material? In MS, HR, CR, GP, GA.   (आपने सर JSW प्लेटफॉर्म पे रजिस्ट्रेशन किया था, उसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या आपको मटेरियल का? MS में HR, CR, GP, GA.)\n[18s] CUSTOMER: What? What?   (क्या? क्या?)\n[18s] AGENT: Do you have any requirement in MS, sir, for material? HR, CR, GP, GA, I had called for that.   (कुछ MS में रिक्वायरमेंट है क्या सर मटेरियल का? HR, CR, GP, GA, उसके लिए फोन किया था मैंने।)\n[22s] CUSTOMER: No, sir.   (नहीं सर।)\n[24s] AGENT: You had registered here on the platform just now?   (आपने यहां रजिस्ट्रेशन किया था अभी प्लेटफॉर्म पे?)\n[26s] CUSTOMER: For what?   (किस चीज का?)\n[27s] AGENT: I am speaking from JSW, we sell steel here.   (मैं JSW से बात कर रहा हूं, यहां पर स्टील हम लोग बेचते हैं।)\n[29s] CUSTOMER: Oh, I had registered that to see what MSME is.   (अरे वो तो रजिस्ट्रेशन किया था MSME क्या है वो देखने के लिए।)\n[32s] AGENT: You registered just to see?   (देखने के लिए रजिस्ट्रेशन किए थे?)\n[33s] CUSTOMER: Yes, yes.   (जी, हां।)\n[33s] AGENT: Okay, okay.   (ठीक है, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 20,
  "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": "20 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 says they have no immediate requirement and are 'just looking', you must pivot to discovery to understand their business for future needs instead of ending the call.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a new registrant and confirmed their company name. The agent immediately asked for a material requirement, which the customer denied, stating they only registered to explore the platform. The agent then acknowledged this and ended the call without attempting any discovery or setting a future next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Good morning, this is Abdul speaking, sir, from JSW One.\", \"comment\": \"The agent provided a polite opening and stated the reason for the call was the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the company name and failed 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 jumped directly to asking for a requirement.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was mentioned by name but its benefits (pricing, TC, availability) were not explained.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked for a requirement, but after the customer said no, failed to schedule a specific callback for the future.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with 'Okay, okay' and no defined next step like a quote, callback, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no immediate requirement and are 'just looking', you must pivot to discovery to understand their business for future needs instead of ending the call.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"Oh, I had registered that to see what MSME is.\", \"response\": \"You registered just to see? Okay, okay.\"}], \"call_summary\": \"The agent contacted a new registrant and confirmed their company name. The agent immediately asked for a material requirement, which the customer denied, stating they only registered to explore the platform. The agent then acknowledged this and ended the call without attempting any discovery or setting a future next step.\"}",
  "error": null,
  "latency_ms": 33519,
  "input_tokens": 3187,
  "output_tokens": 774,
  "created_at": "2026-09-25 11:35:13",
  "sentiment": "neutral",
  "sentiment_score": -0.067,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.734,
  "agent_talk_sec": 19.6,
  "customer_talk_sec": 7.1,
  "dead_air_sec": 41.3,
  "longest_monologue_sec": 4.7,
  "agent_wpm": 284.7,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 10,
  "discovery_qs": 5,
  "words_agent": 93,
  "words_customer": 28,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178849889161",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.38,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178849889161",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.9,
      "end_s": 2.31,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178849889161",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.67,
      "end_s": 3.06,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178849889161",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.5,
      "end_s": 5.18,
      "text_en": "Am I speaking with Yogiraj Industries, sir?",
      "text_native": "योगीराज इंडस्ट्रीज से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178849889161",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.49,
      "end_s": 5.98,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178849889161",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.3,
      "end_s": 8.6,
      "text_en": "Good morning, this is Abdul speaking, sir, from JSW One.",
      "text_native": "गुड मॉर्निंग, मैं अब्दुल बात कर रहा हूं सर, JSW One से।"
    },
    {
      "ucid": "21112178849889161",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.98,
      "end_s": 9.48,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178849889161",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.7,
      "end_s": 11.18,
      "text_en": "JSW, I'm calling from JSW, sir.",
      "text_native": "JSW, JSW से बात कर रहे हैं सर।"
    },
    {
      "ucid": "21112178849889161",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.56,
      "end_s": 12.2,
      "text_en": "Speak, what was it?",
      "text_native": "बोलिए, क्या था?"
    },
    {
      "ucid": "21112178849889161",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.46,
      "end_s": 17.2,
      "text_en": "Sir, you had registered on the JSW platform, I called for that. Do you have any requirement for material? In MS, HR, CR, GP, GA.",
      "text_native": "आपने सर JSW प्लेटफॉर्म पे रजिस्ट्रेशन किया था, उसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या आपको मटेरियल का? MS में HR, CR, GP, GA."
    },
    {
      "ucid": "21112178849889161",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.54,
      "end_s": 18.14,
      "text_en": "What? What?",
      "text_native": "क्या? क्या?"
    },
    {
      "ucid": "21112178849889161",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.48,
      "end_s": 21.8,
      "text_en": "Do you have any requirement in MS, sir, for material? HR, CR, GP, GA, I had called for that.",
      "text_native": "कुछ MS में रिक्वायरमेंट है क्या सर मटेरियल का? HR, CR, GP, GA, उसके लिए फोन किया था मैंने।"
    },
    {
      "ucid": "21112178849889161",
      "idx": 12,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 23.0,
      "text_en": "No, sir.",
      "text_native": "नहीं सर।"
    },
    {
      "ucid": "21112178849889161",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.5,
      "end_s": 25.1,
      "text_en": "You had registered here on the platform just now?",
      "text_native": "आपने यहां रजिस्ट्रेशन किया था अभी प्लेटफॉर्म पे?"
    },
    {
      "ucid": "21112178849889161",
      "idx": 14,
      "speaker": "customer",
      "start_s": 25.7,
      "end_s": 26.3,
      "text_en": "For what?",
      "text_native": "किस चीज का?"
    },
    {
      "ucid": "21112178849889161",
      "idx": 15,
      "speaker": "agent",
      "start_s": 26.6,
      "end_s": 28.8,
      "text_en": "I am speaking from JSW, we sell steel here.",
      "text_native": "मैं JSW से बात कर रहा हूं, यहां पर स्टील हम लोग बेचते हैं।"
    },
    {
      "ucid": "21112178849889161",
      "idx": 16,
      "speaker": "customer",
      "start_s": 28.8,
      "end_s": 31.2,
      "text_en": "Oh, I had registered that to see what MSME is.",
      "text_native": "अरे वो तो रजिस्ट्रेशन किया था MSME क्या है वो देखने के लिए।"
    },
    {
      "ucid": "21112178849889161",
      "idx": 17,
      "speaker": "agent",
      "start_s": 31.5,
      "end_s": 32.7,
      "text_en": "You registered just to see?",
      "text_native": "देखने के लिए रजिस्ट्रेशन किए थे?"
    },
    {
      "ucid": "21112178849889161",
      "idx": 18,
      "speaker": "customer",
      "start_s": 32.9,
      "end_s": 33.4,
      "text_en": "Yes, yes.",
      "text_native": "जी, हां।"
    },
    {
      "ucid": "21112178849889161",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.4,
      "end_s": 34.1,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178849889161",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Good morning, this is Abdul speaking, sir, from JSW One.",
      "comment": "The agent provided a polite opening and stated the reason for the call was the customer's registration."
    },
    {
      "ucid": "21112178849889161",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only verified the company name and failed to ask about procurement city, decision-making role, or contact details."
    },
    {
      "ucid": "21112178849889161",
      "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 jumped directly to asking for a requirement."
    },
    {
      "ucid": "21112178849889161",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The platform was mentioned by name but its benefits (pricing, TC, availability) were not explained."
    },
    {
      "ucid": "21112178849889161",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent asked for a requirement, but after the customer said no, failed to schedule a specific callback for the future."
    },
    {
      "ucid": "21112178849889161",
      "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, okay' and no defined next step like a quote, callback, or walkthrough."
    }
  ],
  "objections": [
    {
      "ucid": "21112178849889161",
      "obj_type": "just_registered_to_check",
      "state": "mishandled",
      "evidence": "Oh, I had registered that to see what MSME is.",
      "response": "You registered just to see? Okay, okay."
    }
  ],
  "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": []
}