{
  "ucid": "21112178851293932",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 14:38:59",
  "end_time": "2026-09-04 14:40:33",
  "duration_sec": 94,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Wrap up time exceeded :0",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcdea491c2c964d52dad3117f55e92b5e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 860,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178851293932__DIAcdea491c2c964d52dad3117f55e92b5e.mp3",
  "audio_bytes": 203688,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 67.896,
  "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: Sir, I am Soumya from JSW One.   (सर, मैं सौम्या फ्रॉम JSW One.)\n[6s] CUSTOMER: Yes, tell me.   (हां बोलो.)\n[7s] AGENT: Uh sir, have you raised any enquiry for building material or cement?   (अह सर आपने बिल्डिंग मटेरियल या फिर सीमेंट का कोई इन्क्वायरी रेज किया है?)\n[10s] CUSTOMER: Not an enquiry, my order is ongoing right now.   (इन्क्वायरी नहीं, मेरा ऑर्डर चालू रहता है अभी।)\n[12s] AGENT: Which one?   (कौनसा वाला?)\n[13s] CUSTOMER: Cement OPC.\n[15s] AGENT: Yes, who is speaking?   (हां, कौन बात कर रहे हैं?)\n[16s] CUSTOMER: Akash Pude.   (आकाश पुडे।)\n[17s] AGENT: Okay, the number of yours that is showing is different, sir, I was just trying to understand that   (अच्छा, आपका नंबर जो सर अलग आ रहा है, मैं वही समझ रही हूं कि)\n[20s] CUSTOMER: I have two numbers, right.   (दो नंबर है ना।)\n[21s] AGENT: No, is this 942... 9240270579 yours?   (नहीं, ये 942... 9240270579 आपका है?)\n[24s] CUSTOMER: No.   (नहीं।)\n[25s] AGENT: Then whose number is this? 9240270579?   (तो ये कौनसा नंबर है? 9240270579?)\n[27s] CUSTOMER: No, this is not mine.   (नहीं, ये मेरा नहीं है।)\n[28s] AGENT: The call has come from this very number just now.   (इसी नंबर से आया है अभी कॉल।)\n[30s] CUSTOMER: No, mine is 9271927071.   (नहीं, 9271927071 है मेरा।)\n[33s] AGENT: On that... There is some confusion, sir. Yes, tell me, sir.   (उसपे... कुछ कन्फ्यूजन है सर। हां, बोलिए सर।)\n[35s] CUSTOMER: Nothing.   (कुछ नहीं।)\n[36s] AGENT: So you called just now, that's why I thought it must be a new enquiry.   (तो आपने फोन किया अभी, इसीलिए मुझे लगा नया इन्क्वायरी होगा।)\n[38s] CUSTOMER: No, I didn't call.   (नहीं, मैंने नहीं किया।)\n[39s] AGENT: No, no.   (नहीं, नहीं।)\n[40s] CUSTOMER: Okay, no problem.   (ओके, कोई बात नहीं।)\n[41s] AGENT: Okay, okay.   (ओके, ओके।)\n[42s] CUSTOMER: Alright.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 27,
  "connected": 1,
  "audio_notes": "clear: The call seems to be a result of a crossed line or system error, as the agent believes the customer called her, but the customer denies it and states the number on the agent's screen is not his.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "27 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": "When it becomes clear you have reached the wrong person or there's a number mix-up, politely end the call instead of trying to continue the conversation.",
  "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 followed up on what they believed was a new inbound call. The customer who answered stated he did not make the call and the number was not his, leading to confusion. The customer mentioned an ongoing order for Cement OPC, but the call ended after the number mismatch could not be resolved.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, have you raised any enquiry for building material or cement?\", \"comment\": \"The agent asked if an enquiry was raised, treating it as a cold or new call, rather than acknowledging a specific platform submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not progress to revalidation; the conversation was entirely about a phone number mismatch.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was consumed by clarifying the caller's identity and number.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to the number confusion before any discussion of price, stock, or next steps could occur.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, okay.\", \"comment\": \"The agent did not make a pitch, and therefore did not unnecessarily re-pitch the portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When it becomes clear you have reached the wrong person or there's a number mix-up, politely end the call instead of trying to continue the conversation.\", \"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 followed up on what they believed was a new inbound call. The customer who answered stated he did not make the call and the number was not his, leading to confusion. The customer mentioned an ongoing order for Cement OPC, but the call ended after the number mismatch could not be resolved.\"}",
  "error": null,
  "latency_ms": 56657,
  "input_tokens": 3351,
  "output_tokens": 642,
  "created_at": "2026-09-25 11:31:49",
  "sentiment": "negative",
  "sentiment_score": -0.422,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 10,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.638,
  "agent_talk_sec": 19.2,
  "customer_talk_sec": 10.9,
  "dead_air_sec": 63.9,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 300.0,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 14,
  "discovery_qs": 6,
  "words_agent": 96,
  "words_customer": 42,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851293932",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.18,
      "end_s": 1.63,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178851293932",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.3,
      "end_s": 2.7,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178851293932",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.37,
      "end_s": 3.6,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178851293932",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 5.48,
      "text_en": "Sir, I am Soumya from JSW One.",
      "text_native": "सर, मैं सौम्या फ्रॉम JSW One."
    },
    {
      "ucid": "21112178851293932",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.66,
      "end_s": 6.16,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलो."
    },
    {
      "ucid": "21112178851293932",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.89,
      "end_s": 9.6,
      "text_en": "Uh sir, have you raised any enquiry for building material or cement?",
      "text_native": "अह सर आपने बिल्डिंग मटेरियल या फिर सीमेंट का कोई इन्क्वायरी रेज किया है?"
    },
    {
      "ucid": "21112178851293932",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.97,
      "end_s": 11.5,
      "text_en": "Not an enquiry, my order is ongoing right now.",
      "text_native": "इन्क्वायरी नहीं, मेरा ऑर्डर चालू रहता है अभी।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.1,
      "end_s": 12.68,
      "text_en": "Which one?",
      "text_native": "कौनसा वाला?"
    },
    {
      "ucid": "21112178851293932",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.95,
      "end_s": 13.88,
      "text_en": "Cement OPC.",
      "text_native": "Cement OPC."
    },
    {
      "ucid": "21112178851293932",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 16.0,
      "text_en": "Yes, who is speaking?",
      "text_native": "हां, कौन बात कर रहे हैं?"
    },
    {
      "ucid": "21112178851293932",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.29,
      "end_s": 17.1,
      "text_en": "Akash Pude.",
      "text_native": "आकाश पुडे।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.46,
      "end_s": 19.8,
      "text_en": "Okay, the number of yours that is showing is different, sir, I was just trying to understand that",
      "text_native": "अच्छा, आपका नंबर जो सर अलग आ रहा है, मैं वही समझ रही हूं कि"
    },
    {
      "ucid": "21112178851293932",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 20.5,
      "text_en": "I have two numbers, right.",
      "text_native": "दो नंबर है ना।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.2,
      "end_s": 23.9,
      "text_en": "No, is this 942... 9240270579 yours?",
      "text_native": "नहीं, ये 942... 9240270579 आपका है?"
    },
    {
      "ucid": "21112178851293932",
      "idx": 14,
      "speaker": "customer",
      "start_s": 24.3,
      "end_s": 24.6,
      "text_en": "No.",
      "text_native": "नहीं।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 15,
      "speaker": "agent",
      "start_s": 25.3,
      "end_s": 26.9,
      "text_en": "Then whose number is this? 9240270579?",
      "text_native": "तो ये कौनसा नंबर है? 9240270579?"
    },
    {
      "ucid": "21112178851293932",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.2,
      "end_s": 28.1,
      "text_en": "No, this is not mine.",
      "text_native": "नहीं, ये मेरा नहीं है।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 17,
      "speaker": "agent",
      "start_s": 28.4,
      "end_s": 29.5,
      "text_en": "The call has come from this very number just now.",
      "text_native": "इसी नंबर से आया है अभी कॉल।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 18,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 32.2,
      "text_en": "No, mine is 9271927071.",
      "text_native": "नहीं, 9271927071 है मेरा।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 19,
      "speaker": "agent",
      "start_s": 32.6,
      "end_s": 34.7,
      "text_en": "On that... There is some confusion, sir. Yes, tell me, sir.",
      "text_native": "उसपे... कुछ कन्फ्यूजन है सर। हां, बोलिए सर।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 20,
      "speaker": "customer",
      "start_s": 35.4,
      "end_s": 35.8,
      "text_en": "Nothing.",
      "text_native": "कुछ नहीं।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 21,
      "speaker": "agent",
      "start_s": 36.3,
      "end_s": 38.3,
      "text_en": "So you called just now, that's why I thought it must be a new enquiry.",
      "text_native": "तो आपने फोन किया अभी, इसीलिए मुझे लगा नया इन्क्वायरी होगा।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 22,
      "speaker": "customer",
      "start_s": 38.3,
      "end_s": 39.0,
      "text_en": "No, I didn't call.",
      "text_native": "नहीं, मैंने नहीं किया।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 23,
      "speaker": "agent",
      "start_s": 39.0,
      "end_s": 39.4,
      "text_en": "No, no.",
      "text_native": "नहीं, नहीं।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 24,
      "speaker": "customer",
      "start_s": 39.8,
      "end_s": 40.6,
      "text_en": "Okay, no problem.",
      "text_native": "ओके, कोई बात नहीं।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 25,
      "speaker": "agent",
      "start_s": 40.6,
      "end_s": 41.2,
      "text_en": "Okay, okay.",
      "text_native": "ओके, ओके।"
    },
    {
      "ucid": "21112178851293932",
      "idx": 26,
      "speaker": "customer",
      "start_s": 41.8,
      "end_s": 42.2,
      "text_en": "Alright.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851293932",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, have you raised any enquiry for building material or cement?",
      "comment": "The agent asked if an enquiry was raised, treating it as a cold or new call, rather than acknowledging a specific platform submission."
    },
    {
      "ucid": "21112178851293932",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call did not progress to revalidation; the conversation was entirely about a phone number mismatch."
    },
    {
      "ucid": "21112178851293932",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the call was consumed by clarifying the caller's identity and number."
    },
    {
      "ucid": "21112178851293932",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended due to the number confusion before any discussion of price, stock, or next steps could occur."
    },
    {
      "ucid": "21112178851293932",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, okay.",
      "comment": "The agent did not make a pitch, and therefore did not unnecessarily re-pitch the portfolio."
    }
  ],
  "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": []
}