{
  "ucid": "21112178894710481",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 15:15:04",
  "end_time": "2026-09-09 15:16:46",
  "duration_sec": 102,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Does_not_deal_Steel",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf6d732fb00bfc54ef112af0a0e6a83a4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 493,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178894710481__DIAf6d732fb00bfc54ef112af0a0e6a83a4.mp3",
  "audio_bytes": 239112,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 79.704,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello, hello Mr. Mohammed Firdos from Dark Avenue?   (हेलो, हेलो मिस्टर मोहम्मद फिरदोस फ्रॉम डार्क एवेन्यू?)\n[4s] CUSTOMER: Yes, who is this?   (जी हां, कौन?)\n[5s] AGENT: I'm Sudeep calling, sir, from JSW One MSME, Jindal Steel.   (सुदीप बोल रहा हूं सर, JSW One MSME से, जिंदाल स्टील।)\n[8s] CUSTOMER: Okay okay, yes.   (ओके ओके, जी।)\n[9s] AGENT: Yes, you had first registered your account on our website.   (जी, आपने पहले तो आपका अकाउंट रजिस्टर किया था हमारे वेबसाइट पे।)\n[12s] CUSTOMER: Right, right.   (राइट, राइट।)\n[13s] AGENT: It was just a follow-up call. Just wanted to understand, do you work in the steel segment, sir?   (बस एक फॉलो-अप कॉल था। जस्ट वांटेड टू अंडरस्टैंड आप स्टील सेगमेंट में काम करते हो सर?)\n[16s] CUSTOMER: No, not in the steel segment. Actually, I work in fashion accessories.   (नहीं, स्टील सेगमेंट में नहीं। एक्चुअली मैं फैशन एक्सेसरीज में काम करता हूं।)\n[21s] AGENT: Okay.   (ओके।)\n[21s] CUSTOMER: Actually, I had downloaded your app after seeing it was JSW MSME.   (वो एक्चुअली मैंने आपका जो ऐप था वो JSW MSME देख कर के मैंने उसे डाउनलोड किया था।)\n[26s] AGENT: Okay. This website of ours, sir, from this website we supply steel in the form of raw material.   (ओके। ये जो हमारा वेबसाइट है ना सर, ये वेबसाइट से हम स्टील सप्लाई करते हैं रॉ मटेरियल के फॉर्म में।)\n[31s] CUSTOMER: Okay okay. No no, then it's not according to me. To tell you the truth, my thinking was that I think it's something related to MSME.   (ओके ओके। नहीं नहीं, तो मेरे मेरे अकॉर्डिंग नहीं है वो। मैंने सच बताऊं तो मैं ये थिंकिंग थी मेरी कि वो आई थिंक MSME से रिलेटेड कुछ है।)\n[37s] AGENT: Okay, so you mean you basically don't work in steel? You have something else...   (अच्छा, तो आप मतलब स्टील में बेसिकली काम नहीं करते? आपका कुछ और...)\n[39s] CUSTOMER: No no. Yes yes yes. Basically, I have manufacturing and some trading of leather articles. Like wallets, laptop bag, belt.   (नहीं नहीं। जी जी जी। बेसिकली मेरी जो है मैन्युफैक्चरिंग एंड सम ट्रेडिंग है लेदर आर्टिकल्स की। लाइक वॉलेट्स, लैपटॉप बैग, बेल्ट।)\n[46s] AGENT: Hmm, got it. Okay, fine, not an issue. Okay, thank you.   (हम्म, गॉट इट। ओके, फाइन, नॉट एन इशू। चलो, थैंक यू।)\n[48s] CUSTOMER: Yes. Okay, thank you.   (हां। ओके, थैंक यू।)\n[49s] AGENT: Yeah.   (या।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "You correctly identified this was not a steel buyer and ended the call efficiently; the low score reflects the script structure, not a failure in your judgment.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "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": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent followed up on a new website registration, quickly discovering the customer is a manufacturer of leather goods who had mistaken the platform for a general MSME service. The agent correctly identified the lead as invalid for steel products and professionally ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"It was just a follow-up call. Just wanted to understand...\", \"comment\": \"The agent opened the call with a polite, non-pushy follow-up tone.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent confirmed the customer's name but the call was correctly terminated before other profile questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The lead was correctly identified as non-steel, so the agent did not proceed to discovery questions.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"This website of ours, sir, from this website we supply steel in the form of raw material.\", \"comment\": \"When the customer expressed confusion, the agent correctly clarified the platform's purpose.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The lead was correctly disqualified as non-steel, so no opportunity was sought.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was appropriately closed after disqualifying the lead, so no next step was scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified this was not a steel buyer and ended the call efficiently; the low score reflects the script structure, not a failure in your judgment.\", \"segment_detected\": \"wrong_product\", \"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\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent followed up on a new website registration, quickly discovering the customer is a manufacturer of leather goods who had mistaken the platform for a general MSME service. The agent correctly identified the lead as invalid for steel products and professionally ended the call.\"}",
  "error": null,
  "latency_ms": 46767,
  "input_tokens": 3308,
  "output_tokens": 700,
  "created_at": "2026-09-25 11:14:57",
  "sentiment": "neutral",
  "sentiment_score": 0.1,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 3,
  "lex_hits": 14,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.493,
  "agent_talk_sec": 22.2,
  "customer_talk_sec": 22.8,
  "dead_air_sec": 57.0,
  "longest_monologue_sec": 4.3,
  "agent_wpm": 248.6,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 92,
  "words_customer": 83,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178894710481",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.88,
      "end_s": 4.23,
      "text_en": "Hello, hello Mr. Mohammed Firdos from Dark Avenue?",
      "text_native": "हेलो, हेलो मिस्टर मोहम्मद फिरदोस फ्रॉम डार्क एवेन्यू?"
    },
    {
      "ucid": "21112178894710481",
      "idx": 1,
      "speaker": "customer",
      "start_s": 4.4,
      "end_s": 5.14,
      "text_en": "Yes, who is this?",
      "text_native": "जी हां, कौन?"
    },
    {
      "ucid": "21112178894710481",
      "idx": 2,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 8.33,
      "text_en": "I'm Sudeep calling, sir, from JSW One MSME, Jindal Steel.",
      "text_native": "सुदीप बोल रहा हूं सर, JSW One MSME से, जिंदाल स्टील।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.4,
      "end_s": 9.24,
      "text_en": "Okay okay, yes.",
      "text_native": "ओके ओके, जी।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 4,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 12.1,
      "text_en": "Yes, you had first registered your account on our website.",
      "text_native": "जी, आपने पहले तो आपका अकाउंट रजिस्टर किया था हमारे वेबसाइट पे।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 12.8,
      "text_en": "Right, right.",
      "text_native": "राइट, राइट।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.0,
      "end_s": 16.2,
      "text_en": "It was just a follow-up call. Just wanted to understand, do you work in the steel segment, sir?",
      "text_native": "बस एक फॉलो-अप कॉल था। जस्ट वांटेड टू अंडरस्टैंड आप स्टील सेगमेंट में काम करते हो सर?"
    },
    {
      "ucid": "21112178894710481",
      "idx": 7,
      "speaker": "customer",
      "start_s": 16.5,
      "end_s": 20.3,
      "text_en": "No, not in the steel segment. Actually, I work in fashion accessories.",
      "text_native": "नहीं, स्टील सेगमेंट में नहीं। एक्चुअली मैं फैशन एक्सेसरीज में काम करता हूं।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 8,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 21.2,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 9,
      "speaker": "customer",
      "start_s": 21.3,
      "end_s": 26.0,
      "text_en": "Actually, I had downloaded your app after seeing it was JSW MSME.",
      "text_native": "वो एक्चुअली मैंने आपका जो ऐप था वो JSW MSME देख कर के मैंने उसे डाउनलोड किया था।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 10,
      "speaker": "agent",
      "start_s": 26.5,
      "end_s": 30.8,
      "text_en": "Okay. This website of ours, sir, from this website we supply steel in the form of raw material.",
      "text_native": "ओके। ये जो हमारा वेबसाइट है ना सर, ये वेबसाइट से हम स्टील सप्लाई करते हैं रॉ मटेरियल के फॉर्म में।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 11,
      "speaker": "customer",
      "start_s": 30.9,
      "end_s": 36.2,
      "text_en": "Okay okay. No no, then it's not according to me. To tell you the truth, my thinking was that I think it's something related to MSME.",
      "text_native": "ओके ओके। नहीं नहीं, तो मेरे मेरे अकॉर्डिंग नहीं है वो। मैंने सच बताऊं तो मैं ये थिंकिंग थी मेरी कि वो आई थिंक MSME से रिलेटेड कुछ है।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 12,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 39.2,
      "text_en": "Okay, so you mean you basically don't work in steel? You have something else...",
      "text_native": "अच्छा, तो आप मतलब स्टील में बेसिकली काम नहीं करते? आपका कुछ और..."
    },
    {
      "ucid": "21112178894710481",
      "idx": 13,
      "speaker": "customer",
      "start_s": 39.3,
      "end_s": 45.2,
      "text_en": "No no. Yes yes yes. Basically, I have manufacturing and some trading of leather articles. Like wallets, laptop bag, belt.",
      "text_native": "नहीं नहीं। जी जी जी। बेसिकली मेरी जो है मैन्युफैक्चरिंग एंड सम ट्रेडिंग है लेदर आर्टिकल्स की। लाइक वॉलेट्स, लैपटॉप बैग, बेल्ट।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 14,
      "speaker": "agent",
      "start_s": 45.6,
      "end_s": 47.9,
      "text_en": "Hmm, got it. Okay, fine, not an issue. Okay, thank you.",
      "text_native": "हम्म, गॉट इट। ओके, फाइन, नॉट एन इशू। चलो, थैंक यू।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 15,
      "speaker": "customer",
      "start_s": 48.0,
      "end_s": 48.9,
      "text_en": "Yes. Okay, thank you.",
      "text_native": "हां। ओके, थैंक यू।"
    },
    {
      "ucid": "21112178894710481",
      "idx": 16,
      "speaker": "agent",
      "start_s": 49.0,
      "end_s": 49.3,
      "text_en": "Yeah.",
      "text_native": "या।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178894710481",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "It was just a follow-up call. Just wanted to understand...",
      "comment": "The agent opened the call with a polite, non-pushy follow-up tone."
    },
    {
      "ucid": "21112178894710481",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent confirmed the customer's name but the call was correctly terminated before other profile questions could be asked."
    },
    {
      "ucid": "21112178894710481",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The lead was correctly identified as non-steel, so the agent did not proceed to discovery questions."
    },
    {
      "ucid": "21112178894710481",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "This website of ours, sir, from this website we supply steel in the form of raw material.",
      "comment": "When the customer expressed confusion, the agent correctly clarified the platform's purpose."
    },
    {
      "ucid": "21112178894710481",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The lead was correctly disqualified as non-steel, so no opportunity was sought."
    },
    {
      "ucid": "21112178894710481",
      "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 was appropriately closed after disqualifying the lead, so no next step was scheduled."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}