{
  "ucid": "21112178878132631",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 17:12:06",
  "end_time": "2026-09-07 17:12:58",
  "duration_sec": 52,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb56bc280e967c8eb02eebc98f160aa51.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 679,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178878132631__DIAb56bc280e967c8eb02eebc98f160aa51.mp3",
  "audio_bytes": 118584,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 39.528,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello?   (हेलो?)\n[4s] AGENT: Yes, speak.   (हां बोलिए।)\n[5s] AGENT: Hey, I am Abdul speaking, sir, from JSW.   (अरे मैं अब्दुल बात कर रहा हूं सर JSW से।)\n[8s] CUSTOMER: Who?   (कौन?)\n[8s] AGENT: Abdul, Abdul speaking. I'm speaking from JSW. Do you have any requirement for steel, sir? In HR, CR?   (अब्दुल अब्दुल बात कर रहा हूं। JSW से बात कर रहा हूं। कुछ requirement है क्या सर steel में आपको? HR CR में?)\n[14s] CUSTOMER: No, not right now, brother. Your number, I was looking for your number last time once. But I couldn't find it, man. Did you call once before?   (नहीं अभी नहीं है भाई। आपका नंबर, नंबर ढूंढ रहे थे last time एक बार। लेकिन मिला नहीं था यार। आपने last एक बार और call किए हो क्या?)\n[20s] AGENT: No, I deal in steel. If you have any requirement in steel, then tell me, in steel.   (नहीं मैं steel में deal करता हूं। steel में कुछ requirement है तो बताइए steel में।)\n[23s] CUSTOMER: No, no, not for now, brother. I...   (नहीं नहीं अभी फिलहाल तो नहीं है भाई। मैं...)\n[25s] AGENT: I am messaging you from my personal number, okay?   (मैं आपको personal number से message कर दे रहा हूं, ठीक है?)\n[27s] CUSTOMER: Yes, that will work. Message me on WhatsApp.   (हां चलेगा। WhatsApp पे कर दो ना message।)\n[30s] AGENT: Okay, okay.   (ठीक है, ठीक है।)\n[31s] CUSTOMER: Yes. Okay, thank you.   (हां। Okay, thank you.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: The agent's introduction is slightly unusual, responding to the customer's 'hello' with 'yes, speak' before introducing himself.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": "This was a customer-led inquiry, but you opened it like a cold call. Always start by referencing the customer's action, for example: \"I'm calling about the requirement you submitted on our platform.\"",
  "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 called the customer to ask for a steel requirement. The customer stated they have no current need but had been looking for the agent's number previously. The call ended with the agent agreeing to send their contact details via WhatsApp for future reference.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not acknowledge a platform submission and instead opened the call by asking for a requirement.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not progress to a point where any requirement details could be revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer stated they had no current requirement.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any discussion of price, stock, or timelines could occur.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir? In HR, CR?\", \"comment\": \"The agent did not pitch any products, thus avoiding an unnecessary re-pitch.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"This was a customer-led inquiry, but you opened it like a cold call. Always start by referencing the customer's action, for example: \\\"I'm calling about the requirement you submitted on our platform.\\\"\", \"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\": [], \"call_summary\": \"The agent called the customer to ask for a steel requirement. The customer stated they have no current need but had been looking for the agent's number previously. The call ended with the agent agreeing to send their contact details via WhatsApp for future reference.\"}",
  "error": null,
  "latency_ms": 32256,
  "input_tokens": 3032,
  "output_tokens": 620,
  "created_at": "2026-09-25 11:23:11",
  "sentiment": "positive",
  "sentiment_score": 0.374,
  "sentiment_confidence": "high",
  "pos": 13,
  "neg": 2,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.524,
  "agent_talk_sec": 13.0,
  "customer_talk_sec": 11.8,
  "dead_air_sec": 27.2,
  "longest_monologue_sec": 4.7,
  "agent_wpm": 258.5,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 3,
  "words_agent": 56,
  "words_customer": 48,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178878132631",
      "idx": 0,
      "speaker": "customer",
      "start_s": 3.13,
      "end_s": 3.63,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178878132631",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.11,
      "end_s": 4.57,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178878132631",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.92,
      "end_s": 6.98,
      "text_en": "Hey, I am Abdul speaking, sir, from JSW.",
      "text_native": "अरे मैं अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178878132631",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.57,
      "end_s": 8.0,
      "text_en": "Who?",
      "text_native": "कौन?"
    },
    {
      "ucid": "21112178878132631",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.3,
      "end_s": 12.98,
      "text_en": "Abdul, Abdul speaking. I'm speaking from JSW. Do you have any requirement for steel, sir? In HR, CR?",
      "text_native": "अब्दुल अब्दुल बात कर रहा हूं। JSW से बात कर रहा हूं। कुछ requirement है क्या सर steel में आपको? HR CR में?"
    },
    {
      "ucid": "21112178878132631",
      "idx": 5,
      "speaker": "customer",
      "start_s": 13.53,
      "end_s": 19.58,
      "text_en": "No, not right now, brother. Your number, I was looking for your number last time once. But I couldn't find it, man. Did you call once before?",
      "text_native": "नहीं अभी नहीं है भाई। आपका नंबर, नंबर ढूंढ रहे थे last time एक बार। लेकिन मिला नहीं था यार। आपने last एक बार और call किए हो क्या?"
    },
    {
      "ucid": "21112178878132631",
      "idx": 6,
      "speaker": "agent",
      "start_s": 19.83,
      "end_s": 22.78,
      "text_en": "No, I deal in steel. If you have any requirement in steel, then tell me, in steel.",
      "text_native": "नहीं मैं steel में deal करता हूं। steel में कुछ requirement है तो बताइए steel में।"
    },
    {
      "ucid": "21112178878132631",
      "idx": 7,
      "speaker": "customer",
      "start_s": 23.03,
      "end_s": 24.8,
      "text_en": "No, no, not for now, brother. I...",
      "text_native": "नहीं नहीं अभी फिलहाल तो नहीं है भाई। मैं..."
    },
    {
      "ucid": "21112178878132631",
      "idx": 8,
      "speaker": "agent",
      "start_s": 25.0,
      "end_s": 27.15,
      "text_en": "I am messaging you from my personal number, okay?",
      "text_native": "मैं आपको personal number से message कर दे रहा हूं, ठीक है?"
    },
    {
      "ucid": "21112178878132631",
      "idx": 9,
      "speaker": "customer",
      "start_s": 27.38,
      "end_s": 29.2,
      "text_en": "Yes, that will work. Message me on WhatsApp.",
      "text_native": "हां चलेगा। WhatsApp पे कर दो ना message।"
    },
    {
      "ucid": "21112178878132631",
      "idx": 10,
      "speaker": "agent",
      "start_s": 29.53,
      "end_s": 30.23,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178878132631",
      "idx": 11,
      "speaker": "customer",
      "start_s": 30.55,
      "end_s": 31.75,
      "text_en": "Yes. Okay, thank you.",
      "text_native": "हां। Okay, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178878132631",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not acknowledge a platform submission and instead opened the call by asking for a requirement."
    },
    {
      "ucid": "21112178878132631",
      "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 a point where any requirement details could be revalidated."
    },
    {
      "ucid": "21112178878132631",
      "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 customer stated they had no current requirement."
    },
    {
      "ucid": "21112178878132631",
      "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 before any discussion of price, stock, or timelines could occur."
    },
    {
      "ucid": "21112178878132631",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir? In HR, CR?",
      "comment": "The agent did not pitch any products, thus avoiding an unnecessary re-pitch."
    }
  ],
  "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": []
}