{
  "ucid": "21112178851662062",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:40:20",
  "end_time": "2026-09-04 15:41:18",
  "duration_sec": 58,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAff587c30bc3e8ddd22dd16f217fdcb48.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 820,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178851662062__DIAff587c30bc3e8ddd22dd16f217fdcb48.mp3",
  "audio_bytes": 125712,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 41.904,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello.\n[5s] AGENT: Hello.\n[6s] CUSTOMER: Jara ji?   (जरा जी?)\n[7s] AGENT: Yes.   (हां।)\n[7s] AGENT: Abdul speaking, sir, from JSW.   (अब्दुल बात कर रहा हूं सर JSW से।)\n[9s] CUSTOMER: Go ahead.   (बोलिए।)\n[10s] AGENT: Sir, it's not made in chequered, 2000 width.   (सर, chequered में तो नहीं बनता 2000 width.)\n[12s] CUSTOMER: What?   (क्या?)\n[13s] AGENT: In chequered plate, in HR chequered, 2000 width is not made, sir. 1500 width is made.   (Chequered plate में, HR chequered में 2000 width का नहीं बनता सर, 1500 width बनता है।)\n[17s] CUSTOMER: No, 1500 width is available. No, we didn't put chequered plate, we had put normal hot rolled's normal sheet.   (नहीं, 1500 width होता है। नहीं, हम chequered plate नहीं डाला है, हमने normal hot rolled का normal sheet डाला था।)\n[22s] AGENT: Oh, you have put chequered, sir, that's why I am saying. Anyway, no problem. If you need it, tell me, I'll get it done now, the rate is 62.   (अच्छा, आप chequered डाले हैं सर, इसलिए मैं बोल रहा हूं। खैर, कोई बात नहीं। अगर चाहिए तो बताइए, मैं अभी कराता हूं, 62 का रेट है।)\n[27s] CUSTOMER: Okay, I will talk to the supplier and update you. That's why I said we'll talk tomorrow.   (ठीक है, मैं supplier से बात करके आपको अपडेट करता हूं। इसीलिए मैंने बोला कल बात करेंगे।)\n[30s] AGENT: Okay, okay okay okay.   (ठीक है, ओके ओके ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly distant compared to the agent's.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "13 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": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "Before quoting a price, always re-confirm the full requirement (product, size, quantity, location) to ensure your offer is accurate and avoid confusion.",
  "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": "spec_not_available",
  "supply_details": "Agent stated that 2000mm width is not manufactured for chequered plates.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called to follow up on a platform inquiry. There was initial confusion, with the agent stating the customer's requested spec (2000mm width chequered plate) was not available. The customer clarified they needed a normal hot-rolled sheet. The agent quoted a price of 62, but the customer deferred the decision, stating they would consult their supplier and follow up the next day.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Oh, you have put chequered, sir, that's why I am saying.\", \"comment\": \"The agent correctly referenced the customer's platform submission, even if the details were initially misunderstood.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"The agent only discussed product type and width, failing to revalidate quantity, delivery location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, end-use, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"If you need it, tell me, I'll get it done now, the rate is 62.\", \"comment\": \"The agent provided a specific price and attempted to close the deal.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, it's not made in chequered, 2000 width.\", \"comment\": \"The agent did not pitch any other products and remained focused on the customer's specific (though misunderstood) inquiry.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Before quoting a price, always re-confirm the full requirement (product, size, quantity, location) to ensure your offer is accurate and avoid confusion.\", \"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\": \"spec_not_available\", \"supply_details\": \"Agent stated that 2000mm width is not manufactured for chequered plates.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Okay, I will talk to the supplier and update you. That's why I said we'll talk tomorrow.\", \"response\": \"Okay, okay okay okay.\"}], \"call_summary\": \"The agent called to follow up on a platform inquiry. There was initial confusion, with the agent stating the customer's requested spec (2000mm width chequered plate) was not available. The customer clarified they needed a normal hot-rolled sheet. The agent quoted a price of 62, but the customer deferred the decision, stating they would consult their supplier and follow up the next day.\"}",
  "error": null,
  "latency_ms": 36696,
  "input_tokens": 3073,
  "output_tokens": 795,
  "created_at": "2026-09-25 11:29:33",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 1,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.57,
  "agent_talk_sec": 12.7,
  "customer_talk_sec": 9.6,
  "dead_air_sec": 35.7,
  "longest_monologue_sec": 4.3,
  "agent_wpm": 302.4,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 6,
  "discovery_qs": 0,
  "words_agent": 64,
  "words_customer": 42,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851662062",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.78,
      "end_s": 5.18,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851662062",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.3,
      "end_s": 5.63,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178851662062",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.87,
      "end_s": 6.37,
      "text_en": "Jara ji?",
      "text_native": "जरा जी?"
    },
    {
      "ucid": "21112178851662062",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 6.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851662062",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.1,
      "end_s": 8.6,
      "text_en": "Abdul speaking, sir, from JSW.",
      "text_native": "अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178851662062",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 9.37,
      "text_en": "Go ahead.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178851662062",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.7,
      "end_s": 11.6,
      "text_en": "Sir, it's not made in chequered, 2000 width.",
      "text_native": "सर, chequered में तो नहीं बनता 2000 width."
    },
    {
      "ucid": "21112178851662062",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 12.56,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178851662062",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.9,
      "end_s": 16.2,
      "text_en": "In chequered plate, in HR chequered, 2000 width is not made, sir. 1500 width is made.",
      "text_native": "Chequered plate में, HR chequered में 2000 width का नहीं बनता सर, 1500 width बनता है।"
    },
    {
      "ucid": "21112178851662062",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.2,
      "end_s": 21.8,
      "text_en": "No, 1500 width is available. No, we didn't put chequered plate, we had put normal hot rolled's normal sheet.",
      "text_native": "नहीं, 1500 width होता है। नहीं, हम chequered plate नहीं डाला है, हमने normal hot rolled का normal sheet डाला था।"
    },
    {
      "ucid": "21112178851662062",
      "idx": 10,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 26.3,
      "text_en": "Oh, you have put chequered, sir, that's why I am saying. Anyway, no problem. If you need it, tell me, I'll get it done now, the rate is 62.",
      "text_native": "अच्छा, आप chequered डाले हैं सर, इसलिए मैं बोल रहा हूं। खैर, कोई बात नहीं। अगर चाहिए तो बताइए, मैं अभी कराता हूं, 62 का रेट है।"
    },
    {
      "ucid": "21112178851662062",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 30.3,
      "text_en": "Okay, I will talk to the supplier and update you. That's why I said we'll talk tomorrow.",
      "text_native": "ठीक है, मैं supplier से बात करके आपको अपडेट करता हूं। इसीलिए मैंने बोला कल बात करेंगे।"
    },
    {
      "ucid": "21112178851662062",
      "idx": 12,
      "speaker": "agent",
      "start_s": 30.5,
      "end_s": 31.7,
      "text_en": "Okay, okay okay okay.",
      "text_native": "ठीक है, ओके ओके ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851662062",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Oh, you have put chequered, sir, that's why I am saying.",
      "comment": "The agent correctly referenced the customer's platform submission, even if the details were initially misunderstood."
    },
    {
      "ucid": "21112178851662062",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "The agent only discussed product type and width, failing to revalidate quantity, delivery location, or timeline."
    },
    {
      "ucid": "21112178851662062",
      "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 about the customer's business, end-use, or procurement habits."
    },
    {
      "ucid": "21112178851662062",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "If you need it, tell me, I'll get it done now, the rate is 62.",
      "comment": "The agent provided a specific price and attempted to close the deal."
    },
    {
      "ucid": "21112178851662062",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, it's not made in chequered, 2000 width.",
      "comment": "The agent did not pitch any other products and remained focused on the customer's specific (though misunderstood) inquiry."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851662062",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Okay, I will talk to the supplier and update you. That's why I said we'll talk tomorrow.",
      "response": "Okay, okay okay okay."
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}