{
  "ucid": "21112178886255461",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 15:45:54",
  "end_time": "2026-09-08 15:47:05",
  "duration_sec": 71,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1ed36e5f38b081adfac9754145cd8ac1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 594,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178886255461__DIA1ed36e5f38b081adfac9754145cd8ac1.mp3",
  "audio_bytes": 159408,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 53.136,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[1s] AGENT: Hello, Mr. Aman Yadav from Ananya Enterprises?   (हॅलो, मिस्टर अमन यादव फ्रॉम अनन्या एंटरप्राइजेस?)\n[4s] CUSTOMER: Yes, speak.   (जी, बोलिए।)\n[5s] AGENT: Am I speaking with Amanjit sir?   (अमनजीत सर बात हो रही है?)\n[6s] CUSTOMER: Yes, this is Aman speaking.   (जी, अमन ही बोल रहा था।)\n[7s] AGENT: This is Sudeep speaking, sir, from JSW One MSME.   (सुदीप बोल रहा हूं सर, JSW One MSME से।)\n[10s] CUSTOMER: Yes.   (जी।)\n[10s] AGENT: Your company was registered on the portal for Indore.   (ये आपकी कंपनी रजिस्टर्ड हुई थी पोर्टल पर इंदौर के लिए।)\n[13s] CUSTOMER: Yes, yes.   (हां हां।)\n[14s] AGENT: I see, sir, that you have also created an inquiry in the system regarding cement material.   (मैं देख रहा हूं सर आपने एक सिस्टम में इंक्वायरी भी बनाई है सीमेंट मटेरियल को लेके।)\n[16s] CUSTOMER: It was made for cement.   (सीमेंट के लिए बनाई है।)\n[18s] AGENT: Okay, okay, okay. I, sir, specifically look after the steel segment, okay? For cement, there's a Somya ma'am, I will tell her to connect with you.   (अच्छा अच्छा अच्छा। मैं ना सर स्पेसिफिकली स्टील सेगमेंट देखता हूं, ओके? सीमेंट के लिए सोम्या मैम करके मैं उनको बोलता हूं आपको कनेक्ट करेगी।)\n[24s] CUSTOMER: Yes, yes, yes, okay.   (जी जी जी, ठीक है।)\n[25s] AGENT: Was there anything for steel immediately?   (स्टील में कुछ था क्या इमीडिएटली?)\n[27s] CUSTOMER: What?   (क्या?)\n[27s] AGENT: Do you have any requirement for steel right now? Or do you only deal in cement?   (स्टील में अभी कुछ रिक्वायरमेंट है आपको? कि सीमेंट में ही डील करते हो आप?)\n[30s] CUSTOMER: Right now, sir, it's only for cement. I mean, my work is in construction, so we build roads and all.   (अभी तो सर सीमेंट में ही है। मतलब मेरा कंस्ट्रक्शन का काम है तो रोड वगेरा बनाते हैं हम।)\n[34s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[35s] CUSTOMER: So that's why.   (तो इसीलिए है।)\n[36s] AGENT: Okay. I'll tell ma'am to connect, she will call you. Okay? Okay, thank you.   (ठीक है। मैं बोलता हूं मैडम को कनेक्ट, वो करेंगी कॉल आपको। ओके? चलो, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "You correctly identified the customer's need was for cement and routed it to the right team. Good job also checking for an immediate steel requirement before ending the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "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 contacted a customer who had placed an inquiry for cement on the JSW One platform. The agent, who handles steel, confirmed the customer's business is construction and their immediate need is only for cement. The agent correctly informed the customer that the relevant team would call them back and ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I see, sir, that you have also created an inquiry in the system regarding cement material.\", \"comment\": \"Agent correctly referenced the specific inquiry the customer created on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was for cement, which the agent doesn't handle, so no steel requirement fields were revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only discovered the end application (construction); no other discovery questions were asked as the customer had no steel requirement.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No price or timeline was discussed as the customer did not have a requirement for the agent's product line (steel).\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay. I'll tell ma'am to connect, she will call you.\", \"comment\": \"Agent did not pitch steel after learning the customer's need was for cement, and instead correctly routed the lead.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified the customer's need was for cement and routed it to the right team. Good job also checking for an immediate steel requirement before ending the call.\", \"segment_detected\": \"construction\", \"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 contacted a customer who had placed an inquiry for cement on the JSW One platform. The agent, who handles steel, confirmed the customer's business is construction and their immediate need is only for cement. The agent correctly informed the customer that the relevant team would call them back and ended the call.\"}",
  "error": null,
  "latency_ms": 32555,
  "input_tokens": 3276,
  "output_tokens": 664,
  "created_at": "2026-09-25 11:19:23",
  "sentiment": "negative",
  "sentiment_score": -0.388,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 6,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.726,
  "agent_talk_sec": 24.9,
  "customer_talk_sec": 9.4,
  "dead_air_sec": 36.7,
  "longest_monologue_sec": 5.9,
  "agent_wpm": 267.5,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 10,
  "discovery_qs": 7,
  "words_agent": 111,
  "words_customer": 44,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178886255461",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.7,
      "end_s": 1.0,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886255461",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.49,
      "end_s": 3.83,
      "text_en": "Hello, Mr. Aman Yadav from Ananya Enterprises?",
      "text_native": "हॅलो, मिस्टर अमन यादव फ्रॉम अनन्या एंटरप्राइजेस?"
    },
    {
      "ucid": "21112178886255461",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.53,
      "text_en": "Yes, speak.",
      "text_native": "जी, बोलिए।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.93,
      "end_s": 5.93,
      "text_en": "Am I speaking with Amanjit sir?",
      "text_native": "अमनजीत सर बात हो रही है?"
    },
    {
      "ucid": "21112178886255461",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.26,
      "end_s": 7.2,
      "text_en": "Yes, this is Aman speaking.",
      "text_native": "जी, अमन ही बोल रहा था।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.44,
      "end_s": 9.6,
      "text_en": "This is Sudeep speaking, sir, from JSW One MSME.",
      "text_native": "सुदीप बोल रहा हूं सर, JSW One MSME से।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.83,
      "end_s": 10.1,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.34,
      "end_s": 13.0,
      "text_en": "Your company was registered on the portal for Indore.",
      "text_native": "ये आपकी कंपनी रजिस्टर्ड हुई थी पोर्टल पर इंदौर के लिए।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 13.4,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.5,
      "end_s": 16.0,
      "text_en": "I see, sir, that you have also created an inquiry in the system regarding cement material.",
      "text_native": "मैं देख रहा हूं सर आपने एक सिस्टम में इंक्वायरी भी बनाई है सीमेंट मटेरियल को लेके।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.3,
      "end_s": 17.6,
      "text_en": "It was made for cement.",
      "text_native": "सीमेंट के लिए बनाई है।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.9,
      "end_s": 23.8,
      "text_en": "Okay, okay, okay. I, sir, specifically look after the steel segment, okay? For cement, there's a Somya ma'am, I will tell her to connect with you.",
      "text_native": "अच्छा अच्छा अच्छा। मैं ना सर स्पेसिफिकली स्टील सेगमेंट देखता हूं, ओके? सीमेंट के लिए सोम्या मैम करके मैं उनको बोलता हूं आपको कनेक्ट करेगी।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.0,
      "end_s": 24.8,
      "text_en": "Yes, yes, yes, okay.",
      "text_native": "जी जी जी, ठीक है।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 13,
      "speaker": "agent",
      "start_s": 25.1,
      "end_s": 26.4,
      "text_en": "Was there anything for steel immediately?",
      "text_native": "स्टील में कुछ था क्या इमीडिएटली?"
    },
    {
      "ucid": "21112178886255461",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.7,
      "end_s": 27.0,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178886255461",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 29.8,
      "text_en": "Do you have any requirement for steel right now? Or do you only deal in cement?",
      "text_native": "स्टील में अभी कुछ रिक्वायरमेंट है आपको? कि सीमेंट में ही डील करते हो आप?"
    },
    {
      "ucid": "21112178886255461",
      "idx": 16,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 34.0,
      "text_en": "Right now, sir, it's only for cement. I mean, my work is in construction, so we build roads and all.",
      "text_native": "अभी तो सर सीमेंट में ही है। मतलब मेरा कंस्ट्रक्शन का काम है तो रोड वगेरा बनाते हैं हम।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 17,
      "speaker": "agent",
      "start_s": 34.3,
      "end_s": 34.7,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 18,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 35.6,
      "text_en": "So that's why.",
      "text_native": "तो इसीलिए है।"
    },
    {
      "ucid": "21112178886255461",
      "idx": 19,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 39.8,
      "text_en": "Okay. I'll tell ma'am to connect, she will call you. Okay? Okay, thank you.",
      "text_native": "ठीक है। मैं बोलता हूं मैडम को कनेक्ट, वो करेंगी कॉल आपको। ओके? चलो, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178886255461",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I see, sir, that you have also created an inquiry in the system regarding cement material.",
      "comment": "Agent correctly referenced the specific inquiry the customer created on the platform."
    },
    {
      "ucid": "21112178886255461",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was for cement, which the agent doesn't handle, so no steel requirement fields were revalidated."
    },
    {
      "ucid": "21112178886255461",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only discovered the end application (construction); no other discovery questions were asked as the customer had no steel requirement."
    },
    {
      "ucid": "21112178886255461",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No price or timeline was discussed as the customer did not have a requirement for the agent's product line (steel)."
    },
    {
      "ucid": "21112178886255461",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay. I'll tell ma'am to connect, she will call you.",
      "comment": "Agent did not pitch steel after learning the customer's need was for cement, and instead correctly routed the lead."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}