{
  "ucid": "21112178849919221",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 10:49:52",
  "end_time": "2026-09-04 10:51:40",
  "duration_sec": 108,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Send_Email",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3d1987287b6a17b6470e8897eb972bf2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 932,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178849919221__DIA3d1987287b6a17b6470e8897eb972bf2.mp3",
  "audio_bytes": 275184,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 91.728,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Hello?\n[2s] CUSTOMER: Yes.   (हाँ।)\n[2s] AGENT: Okay sir, I called you only. I have asked you for the requirement, see on WhatsApp. You send it to me on that. Uh, I will then check it.   (अच्छा सर, आपको ही लगाया कॉल। मैंने आपको requirement का पूछा है देखो WhatsApp पे। आप मेरे को भेज दो उसपे। अह, मैं फिर चेक करती हूं उसपे।)\n[9s] CUSTOMER: Hello?\n[10s] CUSTOMER: Yes.   (जी।)\n[10s] CUSTOMER: Yes. So yours will be in cash, right? When the full payment is made, only then will it be lifted, right?   (हाँ। तो आप आपका तो नगदी होगा ना? जब पेमेंट होगी सारी तभी उठेगा ना?)\n[14s] AGENT: Yes sir, ours is in advance, sir. Full payment is in advance. The rest, the rest then if your order is above forty tons, we can do a plant order.   (हाँ सर, अपना एडवांस में है सर। फुल पेमेंट एडवांस में है। बाकी बाकी फिर अगर आपका चालीस टन के ऊपर है ऑर्डर, हम लोग प्लांट ऑर्डर कर लेते हैं।)\n[20s] CUSTOMER: How much can you do?   (कितना कर लेते हैं?)\n[21s] AGENT: If it's for forty tons, then you can get it in a plant order.   (चालीस टन का है तो प्लांट ऑर्डर में मिल जाता है आपको।)\n[24s] CUSTOMER: No, I'm saying, for example, if it's forty tons, then for how many days do I get credit?   (नहीं मैं कह रहा हूं जैसे चालीस टन होता है तो मेरे कितने दिन के लिए क्रेडिट हो जाता है मेरा?)\n[28s] AGENT: Sir, that documentation and all that, that is uh a different process. I can't tell you that right now.   (सर, वो documentation और वो सब, वो अह दूसरा प्रोसेस है। वो अभी नहीं बता सकती मैं।)\n[31s] CUSTOMER: Alright, it's okay, I'll talk... okay, okay, I understood what you're saying.   (चलिए ठीक है मैं बात... ठीक है, ठीक है, समझ गया आपकी बात।)\n[34s] AGENT: For credit, sir, that means based on documentation and what the turnover is, they decide how much credit to give. It's not fixed. Some get more, some get less, like that.   (क्रेडिट पे सर वो मतलब documentation और क्या turnover है उसके हिसाब से वो लोग डिसाइड करते हैं कि कितना क्रेडिट पे देना है। वो फिक्स नहीं है। किसी को ज्यादा मिलता है, किसी को कम, ऐसा।)\n[40s] CUSTOMER: Okay, okay, fine.   (ओके, ओके, ठीक है।)\n[41s] CUSTOMER: Okay ma'am, okay, we'll find out about this.   (ठीक है मैम, ठीक है, पता करते हैं इसका।)\n[43s] AGENT: So you only deal in credit, sir?   (आप फिर क्रेडिट में ही डील करते हो क्या सर?)\n[44s] CUSTOMER: We do both, ma'am. We make and give tanks ahead, we give it like that also, that's it.   (दोनों ही करते हैं मैम हम तो। आगे टैंक बना करके देते हैं, वैसे भी देते हैं, ये है।)\n[48s] AGENT: Sir, how it is for us, the five-ton order, a minimum of five tons we do in advance, for HR. And for CR, it's three tons.   (सर, अपना कैसा है, पांच टन का जो ऑर्डर है ना, मिनिमम पांच टन का एडवांस में हम कर देते हैं, HR का। और CR का तीन टन है।)\n[53s] CUSTOMER: Okay.   (ठीक है।)\n[54s] AGENT: So, okay. Okay sir, thank you.   (तो, ओके। ठीक है सर, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise, but it does not significantly impact transcription quality.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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 follow the script structure: start by confirming the customer's requirement from the platform, then validate all details before discussing commercial terms like payment.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately asked about payment terms, specifically about the possibility of credit. The agent explained that payment is typically in advance, but credit is a possibility for large orders (40+ tons) through a separate process she couldn't detail. No product requirements were discussed, and the call ended without a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I have asked you for the requirement, see on WhatsApp. You send it to me on that.\", \"comment\": \"The agent did not acknowledge a platform submission, instead referring to a separate WhatsApp interaction, which does not fit the customer-led opener.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not validate or even ask for any of the five required fields (product, dimensions, quantity, location, timeline).\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions; the conversation was immediately driven by the customer's questions about payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a price, a timeline for a price, or attempt to close the call with a concrete next step.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay sir, thank you.\", \"comment\": \"The agent did not unnecessarily re-pitch the JSW portfolio, correctly avoiding this.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the script structure: start by confirming the customer's requirement from the platform, then validate all details before discussing commercial terms like payment.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer immediately asked about payment terms, specifically about the possibility of credit. The agent explained that payment is typically in advance, but credit is a possibility for large orders (40+ tons) through a separate process she couldn't detail. No product requirements were discussed, and the call ended without a next step.\"}",
  "error": null,
  "latency_ms": 26327,
  "input_tokens": 3505,
  "output_tokens": 665,
  "created_at": "2026-09-25 11:34:55",
  "sentiment": "positive",
  "sentiment_score": 0.714,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 0,
  "lex_hits": 17,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.638,
  "agent_talk_sec": 32.3,
  "customer_talk_sec": 18.3,
  "dead_air_sec": 57.4,
  "longest_monologue_sec": 6.0,
  "agent_wpm": 304.6,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 12,
  "discovery_qs": 2,
  "words_agent": 164,
  "words_customer": 90,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178849919221",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.53,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178849919221",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.06,
      "end_s": 1.5,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178849919221",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.76,
      "end_s": 2.0,
      "text_en": "Yes.",
      "text_native": "हाँ।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 7.8,
      "text_en": "Okay sir, I called you only. I have asked you for the requirement, see on WhatsApp. You send it to me on that. Uh, I will then check it.",
      "text_native": "अच्छा सर, आपको ही लगाया कॉल। मैंने आपको requirement का पूछा है देखो WhatsApp पे। आप मेरे को भेज दो उसपे। अह, मैं फिर चेक करती हूं उसपे।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 9.2,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178849919221",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.8,
      "end_s": 10.1,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 13.8,
      "text_en": "Yes. So yours will be in cash, right? When the full payment is made, only then will it be lifted, right?",
      "text_native": "हाँ। तो आप आपका तो नगदी होगा ना? जब पेमेंट होगी सारी तभी उठेगा ना?"
    },
    {
      "ucid": "21112178849919221",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.0,
      "end_s": 20.0,
      "text_en": "Yes sir, ours is in advance, sir. Full payment is in advance. The rest, the rest then if your order is above forty tons, we can do a plant order.",
      "text_native": "हाँ सर, अपना एडवांस में है सर। फुल पेमेंट एडवांस में है। बाकी बाकी फिर अगर आपका चालीस टन के ऊपर है ऑर्डर, हम लोग प्लांट ऑर्डर कर लेते हैं।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 21.2,
      "text_en": "How much can you do?",
      "text_native": "कितना कर लेते हैं?"
    },
    {
      "ucid": "21112178849919221",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.4,
      "end_s": 23.8,
      "text_en": "If it's for forty tons, then you can get it in a plant order.",
      "text_native": "चालीस टन का है तो प्लांट ऑर्डर में मिल जाता है आपको।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 10,
      "speaker": "customer",
      "start_s": 24.0,
      "end_s": 27.5,
      "text_en": "No, I'm saying, for example, if it's forty tons, then for how many days do I get credit?",
      "text_native": "नहीं मैं कह रहा हूं जैसे चालीस टन होता है तो मेरे कितने दिन के लिए क्रेडिट हो जाता है मेरा?"
    },
    {
      "ucid": "21112178849919221",
      "idx": 11,
      "speaker": "agent",
      "start_s": 27.6,
      "end_s": 31.2,
      "text_en": "Sir, that documentation and all that, that is uh a different process. I can't tell you that right now.",
      "text_native": "सर, वो documentation और वो सब, वो अह दूसरा प्रोसेस है। वो अभी नहीं बता सकती मैं।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 12,
      "speaker": "customer",
      "start_s": 31.4,
      "end_s": 33.8,
      "text_en": "Alright, it's okay, I'll talk... okay, okay, I understood what you're saying.",
      "text_native": "चलिए ठीक है मैं बात... ठीक है, ठीक है, समझ गया आपकी बात।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 13,
      "speaker": "agent",
      "start_s": 34.0,
      "end_s": 39.8,
      "text_en": "For credit, sir, that means based on documentation and what the turnover is, they decide how much credit to give. It's not fixed. Some get more, some get less, like that.",
      "text_native": "क्रेडिट पे सर वो मतलब documentation और क्या turnover है उसके हिसाब से वो लोग डिसाइड करते हैं कि कितना क्रेडिट पे देना है। वो फिक्स नहीं है। किसी को ज्यादा मिलता है, किसी को कम, ऐसा।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 14,
      "speaker": "customer",
      "start_s": 39.9,
      "end_s": 40.8,
      "text_en": "Okay, okay, fine.",
      "text_native": "ओके, ओके, ठीक है।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 15,
      "speaker": "customer",
      "start_s": 41.0,
      "end_s": 42.5,
      "text_en": "Okay ma'am, okay, we'll find out about this.",
      "text_native": "ठीक है मैम, ठीक है, पता करते हैं इसका।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 16,
      "speaker": "agent",
      "start_s": 42.6,
      "end_s": 44.2,
      "text_en": "So you only deal in credit, sir?",
      "text_native": "आप फिर क्रेडिट में ही डील करते हो क्या सर?"
    },
    {
      "ucid": "21112178849919221",
      "idx": 17,
      "speaker": "customer",
      "start_s": 44.3,
      "end_s": 47.5,
      "text_en": "We do both, ma'am. We make and give tanks ahead, we give it like that also, that's it.",
      "text_native": "दोनों ही करते हैं मैम हम तो। आगे टैंक बना करके देते हैं, वैसे भी देते हैं, ये है।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 18,
      "speaker": "agent",
      "start_s": 47.6,
      "end_s": 52.8,
      "text_en": "Sir, how it is for us, the five-ton order, a minimum of five tons we do in advance, for HR. And for CR, it's three tons.",
      "text_native": "सर, अपना कैसा है, पांच टन का जो ऑर्डर है ना, मिनिमम पांच टन का एडवांस में हम कर देते हैं, HR का। और CR का तीन टन है।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 19,
      "speaker": "customer",
      "start_s": 53.0,
      "end_s": 53.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178849919221",
      "idx": 20,
      "speaker": "agent",
      "start_s": 54.0,
      "end_s": 56.0,
      "text_en": "So, okay. Okay sir, thank you.",
      "text_native": "तो, ओके। ठीक है सर, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178849919221",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I have asked you for the requirement, see on WhatsApp. You send it to me on that.",
      "comment": "The agent did not acknowledge a platform submission, instead referring to a separate WhatsApp interaction, which does not fit the customer-led opener."
    },
    {
      "ucid": "21112178849919221",
      "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 validate or even ask for any of the five required fields (product, dimensions, quantity, location, timeline)."
    },
    {
      "ucid": "21112178849919221",
      "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; the conversation was immediately driven by the customer's questions about payment terms."
    },
    {
      "ucid": "21112178849919221",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a price, a timeline for a price, or attempt to close the call with a concrete next step."
    },
    {
      "ucid": "21112178849919221",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay sir, thank you.",
      "comment": "The agent did not unnecessarily re-pitch the JSW portfolio, correctly avoiding this."
    }
  ],
  "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": []
}