{
  "ucid": "21112178893059481",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 10:39:54",
  "end_time": "2026-09-09 10:41:12",
  "duration_sec": 78,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA10c089b37d73cfa625ef3bdb0f8f0d4b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 540,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178893059481__DIA10c089b37d73cfa625ef3bdb0f8f0d4b.mp3",
  "audio_bytes": 161568,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 53.856,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[3s] AGENT: Harin ji?   (हरीन जी?)\n[4s] CUSTOMER: Yes, hello.   (जी, नमस्ते।)\n[5s] AGENT: Hello?   (हॅलो?)\n[6s] CUSTOMER: Yes, speak.   (Yes, बोलिए।)\n[7s] AGENT: Yes, hello. Rohit Mishra speaking from JSW.   (हां जी, नमस्ते। रोहित मिश्रा बात कर रहा हूं JSW से।)\n[10s] CUSTOMER: From where?   (कहां से?)\n[11s] AGENT: From JSW, Mumbai.   (JSW से, मुंबई।)\n[13s] CUSTOMER: Yes, yes, speak sir.   (Yes, yes, बोलिए सर।)\n[16s] AGENT: Hello?   (हॅलो?)\n[16s] CUSTOMER: Yes, yes.   (हां हां।)\n[18s] CUSTOMER: Speak, what was the work?   (बोलिए ना, क्या काम था?)\n[18s] AGENT: I saw your company, MS Harin and Co.   (आपकी कंपनी दिखी है, MS Harin and Co करके।)\n[21s] CUSTOMER: Our Airline company, yes.   (अपने Airline company, हां।)\n[23s] AGENT: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[24s] AGENT: So,   (तो,)\n[27s] CUSTOMER: Hello? I can't hear you.   (हॅलो? आवाज नहीं आ रही आपकी।)\n[29s] CUSTOMER: I can hear you. What was the work, speak.   (आवाज आ रही है। क्या काम था, बोलिए।)\n[31s] AGENT: Do you have any requirement for HR right now?   (अभी कुछ आपका requirement है क्या HR में?)\n[33s] CUSTOMER: No, not at the moment. If there is, I will let you know.   (नहीं, फिलहाल नहीं है। रहेगा तो मैं बताऊंगा।)\n[35s] AGENT: Okay, alright sir.   (Okay, ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: There is some minor background chatter on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer says they have no immediate requirement, you must still proceed with discovery questions to understand their business for future needs and schedule a specific follow-up call.",
  "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 contacted a new registrant, confirmed their company name, and immediately asked for a current HR requirement. The customer stated they had no need at the moment. The agent then ended the call without attempting any discovery, platform education, or scheduling a specific follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The opener was a standard cold call introduction, lacking any warm welcome or positioning as a helper for a new registrant.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I saw your company, MS Harin and Co.\", \"comment\": \"Only the company name was verified; no other basic profile questions about procurement city, role, or contact details were asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, volume, or current procurement habits.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The JSW One platform and its benefits were not mentioned at all.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for HR right now?\", \"comment\": \"The agent asked for a current requirement but failed to schedule a specific callback date when the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a platform walkthrough being scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no immediate requirement, you must still proceed with discovery questions to understand their business for future needs and schedule a specific follow-up call.\", \"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 contacted a new registrant, confirmed their company name, and immediately asked for a current HR requirement. The customer stated they had no need at the moment. The agent then ended the call without attempting any discovery, platform education, or scheduling a specific follow-up.\"}",
  "error": null,
  "latency_ms": 31057,
  "input_tokens": 3102,
  "output_tokens": 702,
  "created_at": "2026-09-25 11:16:50",
  "sentiment": "negative",
  "sentiment_score": -0.36,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 3,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.49,
  "agent_talk_sec": 11.7,
  "customer_talk_sec": 12.2,
  "dead_air_sec": 54.1,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 194.9,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 11,
  "discovery_qs": 4,
  "words_agent": 38,
  "words_customer": 49,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178893059481",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.38,
      "end_s": 1.88,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178893059481",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 3.38,
      "text_en": "Harin ji?",
      "text_native": "हरीन जी?"
    },
    {
      "ucid": "21112178893059481",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.7,
      "end_s": 4.5,
      "text_en": "Yes, hello.",
      "text_native": "जी, नमस्ते।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.4,
      "end_s": 5.8,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178893059481",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.8,
      "text_en": "Yes, speak.",
      "text_native": "Yes, बोलिए।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.1,
      "end_s": 9.6,
      "text_en": "Yes, hello. Rohit Mishra speaking from JSW.",
      "text_native": "हां जी, नमस्ते। रोहित मिश्रा बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.5,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178893059481",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.3,
      "end_s": 12.7,
      "text_en": "From JSW, Mumbai.",
      "text_native": "JSW से, मुंबई।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.9,
      "end_s": 14.2,
      "text_en": "Yes, yes, speak sir.",
      "text_native": "Yes, yes, बोलिए सर।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 16.2,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178893059481",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.5,
      "end_s": 16.9,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 18.5,
      "text_en": "Speak, what was the work?",
      "text_native": "बोलिए ना, क्या काम था?"
    },
    {
      "ucid": "21112178893059481",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 20.8,
      "text_en": "I saw your company, MS Harin and Co.",
      "text_native": "आपकी कंपनी दिखी है, MS Harin and Co करके।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 22.5,
      "text_en": "Our Airline company, yes.",
      "text_native": "अपने Airline company, हां।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.6,
      "end_s": 23.6,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 25.0,
      "text_en": "So,",
      "text_native": "तो,"
    },
    {
      "ucid": "21112178893059481",
      "idx": 16,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 28.2,
      "text_en": "Hello? I can't hear you.",
      "text_native": "हॅलो? आवाज नहीं आ रही आपकी।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 17,
      "speaker": "customer",
      "start_s": 28.6,
      "end_s": 30.4,
      "text_en": "I can hear you. What was the work, speak.",
      "text_native": "आवाज आ रही है। क्या काम था, बोलिए।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.7,
      "end_s": 32.3,
      "text_en": "Do you have any requirement for HR right now?",
      "text_native": "अभी कुछ आपका requirement है क्या HR में?"
    },
    {
      "ucid": "21112178893059481",
      "idx": 19,
      "speaker": "customer",
      "start_s": 32.7,
      "end_s": 34.9,
      "text_en": "No, not at the moment. If there is, I will let you know.",
      "text_native": "नहीं, फिलहाल नहीं है। रहेगा तो मैं बताऊंगा।"
    },
    {
      "ucid": "21112178893059481",
      "idx": 20,
      "speaker": "agent",
      "start_s": 35.0,
      "end_s": 35.8,
      "text_en": "Okay, alright sir.",
      "text_native": "Okay, ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178893059481",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The opener was a standard cold call introduction, lacking any warm welcome or positioning as a helper for a new registrant."
    },
    {
      "ucid": "21112178893059481",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "I saw your company, MS Harin and Co.",
      "comment": "Only the company name was verified; no other basic profile questions about procurement city, role, or contact details were asked."
    },
    {
      "ucid": "21112178893059481",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business, volume, or current procurement habits."
    },
    {
      "ucid": "21112178893059481",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The JSW One platform and its benefits were not mentioned at all."
    },
    {
      "ucid": "21112178893059481",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for HR right now?",
      "comment": "The agent asked for a current requirement but failed to schedule a specific callback date when the customer said no."
    },
    {
      "ucid": "21112178893059481",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without a quote, a specific callback date, or a platform walkthrough being scheduled."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}