{
  "ucid": "21112178893925241",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 13:04:12",
  "end_time": "2026-09-09 13:05:33",
  "duration_sec": 81,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Call_back_later",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf26283bb9e6d14add811dd30c29890bc.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 505,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178893925241__DIAf26283bb9e6d14add811dd30c29890bc.mp3",
  "audio_bytes": 188352,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 62.784,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello?\n[3s] CUSTOMER: Hello?   (हॅलो?)\n[3s] AGENT: Sir, good afternoon. Am I speaking to Mr. Sachin Prakash Rathod?\n[6s] CUSTOMER: Yeah.\n[6s] AGENT: From Sachin Construction?\n[8s] CUSTOMER: Yes ma'am, tell me.   (Yes ma'am, बोलिए.)\n[9s] AGENT: Sir, I am calling from the JSW One platform. My name is Soumya.   (सर, मैं JSW One platform से कॉल कर रही हूं। मेरा नाम सौम्या है।)\n[12s] CUSTOMER: Yes.   (हां।)\n[13s] AGENT: Yes sir. Sir, the reason for my call is, interest to find out whether you are a builder, developer, manufacturer, or do you buy building material or do you buy structural steel?   (जी सर। सर, मेरा कॉल करने का ये है, interest to find out whether you are a builder, developer, manufacturer, और आप building material खरीदते हो या structural steel खरीदते हो?)\n[20s] CUSTOMER: Yes.   (हां।)\n[21s] AGENT: Yes sir. So, in the steel industry, which material do you buy?   (जी सर। तो steel industry में कौनसा material खरीदते हो आप?)\n[24s] CUSTOMER: What are you saying, ma'am? Your voice is breaking.   (क्या बोल रहे हो मैम? आपका आवाज ब्रेक हो रहा है।)\n[27s] AGENT: Are you able to hear me now, sir? Hello?   (अभी आवाज आ रही है सर आपको? Hello?)\n[28s] CUSTOMER: Ma'am, I am in a vehicle. I can't hear your voice properly. I am in a vehicle.   (मैम, मैं गाड़ी पे हूं। आपकी आवाज ठीक से सुनाई नहीं देती है। मैं गाड़ी पे हूं।)\n[32s] AGENT: Okay.\n[33s] CUSTOMER: Can I call you after I get off?   (मैं आपको उतरने के बाद फोन कर सकता हूं?)\n[36s] AGENT: Uh\n[36s] AGENT: Okay sir, no problem. Alright.   (Okay sir, no problem. ठीक है।)\n[38s] CUSTOMER: Okay.\n[39s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: The customer mentions he is in a vehicle, which causes some difficulty in hearing for him, but the recording itself is clear.",
  "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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 is busy and suggests calling back, take the lead by proposing a specific time for the follow-up call to ensure it happens.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a new registrant from a construction company. After a warm opening and verifying the contact's name, the customer stated he was in a vehicle and could not hear properly. The customer offered to call back, the agent agreed, and the call ended without further discovery or a scheduled next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling from the JSW One platform. My name is Soumya.\", \"comment\": \"The agent provided a warm, professional opening, stating her name and company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Am I speaking to Mr. Sachin Prakash Rathod? From Sachin Construction?\", \"comment\": \"Only verified name and company (1/4); did not ask for city, procurement role, or contact details for quotes.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"interest to find out whether you are a builder, developer, manufacturer, or do you buy building material or do you buy structural steel?\", \"comment\": \"The agent attempted to understand the business type, but the call was cut short before any other discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any platform education could be provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent accepted the customer's offer to call back without scheduling a specific time or date for the follow-up.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, no problem. ठीक है。\", \"comment\": \"The call ended on a vague agreement for the customer to call back, not a specific, agent-driven next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is busy and suggests calling back, take the lead by proposing a specific time for the follow-up call to ensure it happens.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"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 a new registrant from a construction company. After a warm opening and verifying the contact's name, the customer stated he was in a vehicle and could not hear properly. The customer offered to call back, the agent agreed, and the call ended without further discovery or a scheduled next step.\"}",
  "error": null,
  "latency_ms": 32439,
  "input_tokens": 3156,
  "output_tokens": 756,
  "created_at": "2026-09-25 11:15:15",
  "sentiment": "positive",
  "sentiment_score": 0.24,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.661,
  "agent_talk_sec": 20.3,
  "customer_talk_sec": 10.4,
  "dead_air_sec": 50.3,
  "longest_monologue_sec": 6.7,
  "agent_wpm": 263.1,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 10,
  "discovery_qs": 7,
  "words_agent": 89,
  "words_customer": 44,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178893925241",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.51,
      "end_s": 1.01,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178893925241",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.68,
      "end_s": 2.1,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178893925241",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.6,
      "end_s": 3.0,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178893925241",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.26,
      "end_s": 5.54,
      "text_en": "Sir, good afternoon. Am I speaking to Mr. Sachin Prakash Rathod?",
      "text_native": "Sir, good afternoon. Am I speaking to Mr. Sachin Prakash Rathod?"
    },
    {
      "ucid": "21112178893925241",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.84,
      "end_s": 6.2,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178893925241",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.36,
      "end_s": 7.24,
      "text_en": "From Sachin Construction?",
      "text_native": "From Sachin Construction?"
    },
    {
      "ucid": "21112178893925241",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.58,
      "end_s": 8.5,
      "text_en": "Yes ma'am, tell me.",
      "text_native": "Yes ma'am, बोलिए."
    },
    {
      "ucid": "21112178893925241",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.8,
      "end_s": 11.5,
      "text_en": "Sir, I am calling from the JSW One platform. My name is Soumya.",
      "text_native": "सर, मैं JSW One platform से कॉल कर रही हूं। मेरा नाम सौम्या है।"
    },
    {
      "ucid": "21112178893925241",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.84,
      "end_s": 12.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178893925241",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.82,
      "end_s": 19.54,
      "text_en": "Yes sir. Sir, the reason for my call is, interest to find out whether you are a builder, developer, manufacturer, or do you buy building material or do you buy structural steel?",
      "text_native": "जी सर। सर, मेरा कॉल करने का ये है, interest to find out whether you are a builder, developer, manufacturer, और आप building material खरीदते हो या structural steel खरीदते हो?"
    },
    {
      "ucid": "21112178893925241",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 20.46,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178893925241",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 23.48,
      "text_en": "Yes sir. So, in the steel industry, which material do you buy?",
      "text_native": "जी सर। तो steel industry में कौनसा material खरीदते हो आप?"
    },
    {
      "ucid": "21112178893925241",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.04,
      "end_s": 26.04,
      "text_en": "What are you saying, ma'am? Your voice is breaking.",
      "text_native": "क्या बोल रहे हो मैम? आपका आवाज ब्रेक हो रहा है।"
    },
    {
      "ucid": "21112178893925241",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.56,
      "end_s": 28.04,
      "text_en": "Are you able to hear me now, sir? Hello?",
      "text_native": "अभी आवाज आ रही है सर आपको? Hello?"
    },
    {
      "ucid": "21112178893925241",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 31.5,
      "text_en": "Ma'am, I am in a vehicle. I can't hear your voice properly. I am in a vehicle.",
      "text_native": "मैम, मैं गाड़ी पे हूं। आपकी आवाज ठीक से सुनाई नहीं देती है। मैं गाड़ी पे हूं।"
    },
    {
      "ucid": "21112178893925241",
      "idx": 15,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 32.46,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178893925241",
      "idx": 16,
      "speaker": "customer",
      "start_s": 33.0,
      "end_s": 34.8,
      "text_en": "Can I call you after I get off?",
      "text_native": "मैं आपको उतरने के बाद फोन कर सकता हूं?"
    },
    {
      "ucid": "21112178893925241",
      "idx": 17,
      "speaker": "agent",
      "start_s": 35.5,
      "end_s": 35.8,
      "text_en": "Uh",
      "text_native": "Uh"
    },
    {
      "ucid": "21112178893925241",
      "idx": 18,
      "speaker": "agent",
      "start_s": 36.0,
      "end_s": 37.8,
      "text_en": "Okay sir, no problem. Alright.",
      "text_native": "Okay sir, no problem. ठीक है।"
    },
    {
      "ucid": "21112178893925241",
      "idx": 19,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 38.8,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178893925241",
      "idx": 20,
      "speaker": "agent",
      "start_s": 39.2,
      "end_s": 39.8,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178893925241",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, I am calling from the JSW One platform. My name is Soumya.",
      "comment": "The agent provided a warm, professional opening, stating her name and company."
    },
    {
      "ucid": "21112178893925241",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Am I speaking to Mr. Sachin Prakash Rathod? From Sachin Construction?",
      "comment": "Only verified name and company (1/4); did not ask for city, procurement role, or contact details for quotes."
    },
    {
      "ucid": "21112178893925241",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "interest to find out whether you are a builder, developer, manufacturer, or do you buy building material or do you buy structural steel?",
      "comment": "The agent attempted to understand the business type, but the call was cut short before any other discovery questions could be asked."
    },
    {
      "ucid": "21112178893925241",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any platform education could be provided."
    },
    {
      "ucid": "21112178893925241",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent accepted the customer's offer to call back without scheduling a specific time or date for the follow-up."
    },
    {
      "ucid": "21112178893925241",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, no problem. ठीक है。",
      "comment": "The call ended on a vague agreement for the customer to call back, not a specific, agent-driven next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "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": []
}