{
  "ucid": "21112178876153861",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 11:42:18",
  "end_time": "2026-09-07 11:43:12",
  "duration_sec": 54,
  "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/DIA78ad2e16574df30b0924e72aaa44bc7c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 764,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178876153861__DIA78ad2e16574df30b0924e72aaa44bc7c.mp3",
  "audio_bytes": 121392,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 40.464,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हेलो)\n[1s] AGENT: Yes.   (हां जी।)\n[2s] CUSTOMER: Hello.   (हेलो।)\n[2s] AGENT: Yes sir, Abdul speaking from JSW.   (हां सर, अब्दुल बात कर रहा हूं JSW से।)\n[4s] CUSTOMER: Yes, tell me.   (हां बताइए।)\n[5s] AGENT: I was talking about the HR rate I gave you, I had said 63.5, right? That 60 delivered.   (वही बात कर रहा जो आपका जो HR का मैं rate दिया था आपको, 63 5 बोल दिया था ना वो 60 delivered.)\n[9s] CUSTOMER: Uh huh.   (हं हं।)\n[10s] AGENT: So at what price were you getting it, sir? That's why I called to ask, sir. At what price were you getting it delivered?   (तो आपको कितना में मिल रहा था सर? इसलिए मैं थोड़ा पूछने के लिए फोन किया हूं सर। कितना में मिल रहा था delivered?)\n[13s] CUSTOMER: 60, the rate is 60 rupees.   (60, 60 rupees का rate है।)\n[14s] AGENT: Okay, which make is yours, sir?   (अच्छा, कौन सा make का है सर आपका?)\n[16s] CUSTOMER: Whatever the make, the rate is 60 rupees.   (Make कोई भी हो, rate 60 rupees का है।)\n[18s] AGENT: No, that's fine, sir, no issue. But I wanted to know the make. I also have to give a reason in my system, right?   (नहीं, ठीक है वो चीज सर, कोई issue नहीं है। पर मैं make जानना चाह रहा था। मुझे भी reason देना पड़ेगा ना मेरे system में।)\n[22s] CUSTOMER: Make is SAIL.   (Make SAIL का।)\n[23s] AGENT: Okay, okay sir. Alright sir. Thank you. I was just asking this. Okay.   (अच्छा, okay सर। ठीक है सर। Thank you. मैं यही पूछ रहा था। ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "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": "14 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 a customer states a competitor's price, your goal is to gather information to build a counter-offer, not just to end the call. After learning the make was SAIL, you should have tried to re-engage on value or set a follow-up.",
  "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": "This was a follow-up call regarding a previously quoted price for HR material. The customer stated they are getting a rate of ₹60 from SAIL. The agent asked to confirm the competitor's make and, upon hearing it was SAIL, ended the call without any attempt to negotiate, counter-offer, or set a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not acknowledge a platform submission, instead referencing a previous conversation about a price quote.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not revalidate any of the required fields; only 'HR' was mentioned without specifics on grade, size, quantity, or location.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Okay, which make is yours, sir?\", \"comment\": \"Agent only asked for the competitor's make, failing to meet the minimum threshold of two questions for a partial pass.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent ended the call immediately after getting competitor information, with no attempt at closure or setting a next step.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, okay sir. Alright sir. Thank you. I was just asking this. Okay.\", \"comment\": \"Agent did not perform any unnecessary re-pitching.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states a competitor's price, your goal is to gather information to build a counter-offer, not just to end the call. After learning the make was SAIL, you should have tried to re-engage on value or set a follow-up.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"60, 60 rupees का rate है।\", \"response\": \"Okay, which make is yours, sir?\"}], \"call_summary\": \"This was a follow-up call regarding a previously quoted price for HR material. The customer stated they are getting a rate of ₹60 from SAIL. The agent asked to confirm the competitor's make and, upon hearing it was SAIL, ended the call without any attempt to negotiate, counter-offer, or set a next step.\"}",
  "error": null,
  "latency_ms": 34727,
  "input_tokens": 3090,
  "output_tokens": 742,
  "created_at": "2026-09-25 11:26:56",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.736,
  "agent_talk_sec": 16.2,
  "customer_talk_sec": 5.8,
  "dead_air_sec": 32.0,
  "longest_monologue_sec": 3.8,
  "agent_wpm": 344.4,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 93,
  "words_customer": 24,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178876153861",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.38,
      "end_s": 0.91,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178876153861",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.48,
      "end_s": 1.88,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178876153861",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.0,
      "end_s": 2.36,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178876153861",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.46,
      "end_s": 4.2,
      "text_en": "Yes sir, Abdul speaking from JSW.",
      "text_native": "हां सर, अब्दुल बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178876153861",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.5,
      "end_s": 5.1,
      "text_en": "Yes, tell me.",
      "text_native": "हां बताइए।"
    },
    {
      "ucid": "21112178876153861",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.38,
      "end_s": 9.1,
      "text_en": "I was talking about the HR rate I gave you, I had said 63.5, right? That 60 delivered.",
      "text_native": "वही बात कर रहा जो आपका जो HR का मैं rate दिया था आपको, 63 5 बोल दिया था ना वो 60 delivered."
    },
    {
      "ucid": "21112178876153861",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.1,
      "end_s": 9.4,
      "text_en": "Uh huh.",
      "text_native": "हं हं।"
    },
    {
      "ucid": "21112178876153861",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.9,
      "end_s": 12.8,
      "text_en": "So at what price were you getting it, sir? That's why I called to ask, sir. At what price were you getting it delivered?",
      "text_native": "तो आपको कितना में मिल रहा था सर? इसलिए मैं थोड़ा पूछने के लिए फोन किया हूं सर। कितना में मिल रहा था delivered?"
    },
    {
      "ucid": "21112178876153861",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 14.2,
      "text_en": "60, the rate is 60 rupees.",
      "text_native": "60, 60 rupees का rate है।"
    },
    {
      "ucid": "21112178876153861",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.5,
      "end_s": 15.9,
      "text_en": "Okay, which make is yours, sir?",
      "text_native": "अच्छा, कौन सा make का है सर आपका?"
    },
    {
      "ucid": "21112178876153861",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.2,
      "end_s": 18.0,
      "text_en": "Whatever the make, the rate is 60 rupees.",
      "text_native": "Make कोई भी हो, rate 60 rupees का है।"
    },
    {
      "ucid": "21112178876153861",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.2,
      "end_s": 22.0,
      "text_en": "No, that's fine, sir, no issue. But I wanted to know the make. I also have to give a reason in my system, right?",
      "text_native": "नहीं, ठीक है वो चीज सर, कोई issue नहीं है। पर मैं make जानना चाह रहा था। मुझे भी reason देना पड़ेगा ना मेरे system में।"
    },
    {
      "ucid": "21112178876153861",
      "idx": 12,
      "speaker": "customer",
      "start_s": 22.0,
      "end_s": 22.8,
      "text_en": "Make is SAIL.",
      "text_native": "Make SAIL का।"
    },
    {
      "ucid": "21112178876153861",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.0,
      "end_s": 25.2,
      "text_en": "Okay, okay sir. Alright sir. Thank you. I was just asking this. Okay.",
      "text_native": "अच्छा, okay सर। ठीक है सर। Thank you. मैं यही पूछ रहा था। ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178876153861",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not acknowledge a platform submission, instead referencing a previous conversation about a price quote."
    },
    {
      "ucid": "21112178876153861",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not revalidate any of the required fields; only 'HR' was mentioned without specifics on grade, size, quantity, or location."
    },
    {
      "ucid": "21112178876153861",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Okay, which make is yours, sir?",
      "comment": "Agent only asked for the competitor's make, failing to meet the minimum threshold of two questions for a partial pass."
    },
    {
      "ucid": "21112178876153861",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent ended the call immediately after getting competitor information, with no attempt at closure or setting a next step."
    },
    {
      "ucid": "21112178876153861",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, okay sir. Alright sir. Thank you. I was just asking this. Okay.",
      "comment": "Agent did not perform any unnecessary re-pitching."
    }
  ],
  "objections": [
    {
      "ucid": "21112178876153861",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "60, 60 rupees का rate है।",
      "response": "Okay, which make is yours, sir?"
    }
  ],
  "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": []
}