{
  "ucid": "21112178894643431",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 15:03:54",
  "end_time": "2026-09-09 15:05:02",
  "duration_sec": 68,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "No_requirement",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1b756e9d5e4b772731905f231e5f6020.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 496,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178894643431__DIA1b756e9d5e4b772731905f231e5f6020.mp3",
  "audio_bytes": 135648,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 45.216,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello, Mr. Rajesh Sutar from Charbhuja Trading?\n[4s] CUSTOMER: Yes, tell me.   (हाँ बोलो।)\n[5s] AGENT: Hello Rajesh ji, this is Sudeep speaking from JSW One MSME, JSW Steel.   (राजेश जी नमस्कार, सुदीप बोल रहा हूं JSW One MSME से, JSW Steel.)\n[10s] CUSTOMER: Hello.\n[12s] CUSTOMER: Yes, yes, yes, tell me.   (जी जी जी बोलिए।)\n[13s] AGENT: Yes sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement.   (Yes sir, ये आपका कंपनी रजिस्टर्ड हुआ था पोर्टल पर हमारे। आपकी steel procurement को लेके follow-up call था।)\n[18s] AGENT: I wanted to understand, do you work in the steel segment, sir? Do you require steel?   (ये समझना था आप steel segment में काम करते हो सर आप? Steel लगता है आपको?)\n[22s] CUSTOMER: Uh, I actually require [inaudible].   (अ मेरेको एक्चुअली [inaudible] लगता है।)\n[26s] AGENT: Rajesh ji, your voice broke up. What are you saying?   (राजेश जी आपका voice break हो गया। आप क्या बोल रहे हो?)\n[29s] CUSTOMER: I will call you back, I will call you back.   (मैं आपको call back करता हूं, call back करता हूं।)\n[31s] AGENT: I will WhatsApp you, call on that number, sir. This is a system number.   (मैं WhatsApp करूंगा ना, वो नंबर पे call करो सर। यह system का नंबर है।)\n[34s] CUSTOMER: Okay.   (ठीक है।)\n[35s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "noisy: Background noise (child's voice) is present throughout the customer's side. The customer's audio is also muffled and breaks up at one point.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 turns, clean transcript (7% 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 says 'I'll call you back,' try to regain control by asking for a specific time, for example: 'Sure, would morning or afternoon be better for you?' This turns a vague promise into a scheduled next step.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "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 registration, Charbhuja Trading, and verified the contact's name. After a single discovery question about their steel requirement, the customer's response was inaudible and they then stated they would call back, ending the conversation. The agent attempted to provide a direct number via WhatsApp for the callback.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement.\", \"comment\": \"The agent clearly stated the reason for the call was a follow-up to the customer's registration, which is a good, non-pushy opener.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Hello, Mr. Rajesh Sutar from Charbhuja Trading?\", \"comment\": \"The agent only verified the customer's name and company (1/4 questions) before the call was cut short by the customer.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I wanted to understand, do you work in the steel segment, sir? Do you require steel?\", \"comment\": \"The agent only asked one high-level discovery question before the customer deflected and ended the call.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent had a chance to explain the platform's benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked about a requirement, but the customer ended the call before any opportunity could be identified or a specific callback could be scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the customer's vague promise to 'call back', which is not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says 'I'll call you back,' try to regain control by asking for a specific time, for example: 'Sure, would morning or afternoon be better for you?' This turns a vague promise into a scheduled next step.\", \"segment_detected\": \"trader\", \"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 registration, Charbhuja Trading, and verified the contact's name. After a single discovery question about their steel requirement, the customer's response was inaudible and they then stated they would call back, ending the conversation. The agent attempted to provide a direct number via WhatsApp for the callback.\"}",
  "error": null,
  "latency_ms": 30693,
  "input_tokens": 3028,
  "output_tokens": 795,
  "created_at": "2026-09-25 11:14:47",
  "sentiment": "neutral",
  "sentiment_score": 0.1,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.696,
  "agent_talk_sec": 20.1,
  "customer_talk_sec": 8.8,
  "dead_air_sec": 39.1,
  "longest_monologue_sec": 8.0,
  "agent_wpm": 238.8,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 4,
  "words_agent": 80,
  "words_customer": 26,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178894643431",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.57,
      "end_s": 1.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178894643431",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 4.01,
      "text_en": "Hello, Mr. Rajesh Sutar from Charbhuja Trading?",
      "text_native": "Hello, Mr. Rajesh Sutar from Charbhuja Trading?"
    },
    {
      "ucid": "21112178894643431",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.49,
      "end_s": 5.0,
      "text_en": "Yes, tell me.",
      "text_native": "हाँ बोलो।"
    },
    {
      "ucid": "21112178894643431",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.47,
      "end_s": 9.5,
      "text_en": "Hello Rajesh ji, this is Sudeep speaking from JSW One MSME, JSW Steel.",
      "text_native": "राजेश जी नमस्कार, सुदीप बोल रहा हूं JSW One MSME से, JSW Steel."
    },
    {
      "ucid": "21112178894643431",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.5,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178894643431",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.6,
      "end_s": 12.4,
      "text_en": "Yes, yes, yes, tell me.",
      "text_native": "जी जी जी बोलिए।"
    },
    {
      "ucid": "21112178894643431",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.7,
      "end_s": 17.5,
      "text_en": "Yes sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement.",
      "text_native": "Yes sir, ये आपका कंपनी रजिस्टर्ड हुआ था पोर्टल पर हमारे। आपकी steel procurement को लेके follow-up call था।"
    },
    {
      "ucid": "21112178894643431",
      "idx": 7,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 21.0,
      "text_en": "I wanted to understand, do you work in the steel segment, sir? Do you require steel?",
      "text_native": "ये समझना था आप steel segment में काम करते हो सर आप? Steel लगता है आपको?"
    },
    {
      "ucid": "21112178894643431",
      "idx": 8,
      "speaker": "customer",
      "start_s": 21.5,
      "end_s": 25.9,
      "text_en": "Uh, I actually require [inaudible].",
      "text_native": "अ मेरेको एक्चुअली [inaudible] लगता है।"
    },
    {
      "ucid": "21112178894643431",
      "idx": 9,
      "speaker": "agent",
      "start_s": 26.2,
      "end_s": 28.5,
      "text_en": "Rajesh ji, your voice broke up. What are you saying?",
      "text_native": "राजेश जी आपका voice break हो गया। आप क्या बोल रहे हो?"
    },
    {
      "ucid": "21112178894643431",
      "idx": 10,
      "speaker": "customer",
      "start_s": 28.8,
      "end_s": 30.5,
      "text_en": "I will call you back, I will call you back.",
      "text_native": "मैं आपको call back करता हूं, call back करता हूं।"
    },
    {
      "ucid": "21112178894643431",
      "idx": 11,
      "speaker": "agent",
      "start_s": 30.8,
      "end_s": 33.8,
      "text_en": "I will WhatsApp you, call on that number, sir. This is a system number.",
      "text_native": "मैं WhatsApp करूंगा ना, वो नंबर पे call करो सर। यह system का नंबर है।"
    },
    {
      "ucid": "21112178894643431",
      "idx": 12,
      "speaker": "customer",
      "start_s": 34.0,
      "end_s": 34.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178894643431",
      "idx": 13,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 35.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178894643431",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yes sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement.",
      "comment": "The agent clearly stated the reason for the call was a follow-up to the customer's registration, which is a good, non-pushy opener."
    },
    {
      "ucid": "21112178894643431",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Hello, Mr. Rajesh Sutar from Charbhuja Trading?",
      "comment": "The agent only verified the customer's name and company (1/4 questions) before the call was cut short by the customer."
    },
    {
      "ucid": "21112178894643431",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "I wanted to understand, do you work in the steel segment, sir? Do you require steel?",
      "comment": "The agent only asked one high-level discovery question before the customer deflected and ended the call."
    },
    {
      "ucid": "21112178894643431",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent had a chance to explain the platform's benefits."
    },
    {
      "ucid": "21112178894643431",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent asked about a requirement, but the customer ended the call before any opportunity could be identified or a specific callback could be scheduled."
    },
    {
      "ucid": "21112178894643431",
      "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 with the customer's vague promise to 'call back', which is not one of the three required closure outcomes."
    }
  ],
  "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": []
}