{
  "ucid": "21112178901688411",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 10:38:04",
  "end_time": "2026-09-10 10:39:20",
  "duration_sec": 76,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8147d9ca791d7dff32b4ef27fc3933f7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 427,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901688411__DIA8147d9ca791d7dff32b4ef27fc3933f7.mp3",
  "audio_bytes": 164808,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 54.936,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes sir, who is this?   (जी सर, कौन?)\n[5s] CUSTOMER: Hello.\n[7s] AGENT: Am I speaking with BPS Aircon, sir, with Dipu ji?   (BPS Aircon में बात हो रही है सर मेरी, दीपू जी से?)\n[10s] CUSTOMER: Yes.   (जी।)\n[10s] AGENT: Sir, I was calling from JSW One.   (सर JSW One से बात कर रहा था मैं।)\n[12s] CUSTOMER: Yes, yes.   (हां, हां।)\n[13s] AGENT: Uh sir actually your account was registered on a portal. You had placed an inquiry on our portal.   (अह सर actually your account was registered on a portal. आपने एक inquiry डाली थी हमारे portal पे।)\n[18s] AGENT: So I wanted to confirm this, is your requirement only for cement or will this work for you, do you have any requirement in steel?   (So मुझे ये confirm करना था, आपको cement की ही requirement है कि आपको ये चलेगा, steel में कुछ requirement है?)\n[23s] CUSTOMER: It won't be in steel. Our project for cement is just starting now.   (Steel में नहीं रहेगा। ये cement का अभी तो हमारा project start हो रहा है।)\n[27s] AGENT: Okay, so for now you only need cement.   (अच्छा, तो अभी फिलहाल आपको सिर्फ cement चाहिए।)\n[29s] CUSTOMER: Hmm.   (हम्म।)\n[30s] AGENT: Okay sir. I will tell the cement team to connect with you. I am basically from the steel department, that's why.   (ठीक है सर। मैं cement team को बोलता हूं आपसे connect करने के लिए। I am basically from the steel department, that's why.)\n[34s] CUSTOMER: Okay, okay.   (ठीक है, ठीक है।)\n[35s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the agent's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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 requirement was for cement and efficiently routed the lead to the right team. No steel pitch was necessary here, well done.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "cement",
  "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": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called to follow up on a portal inquiry. The agent quickly confirmed the customer's requirement was for cement, not steel. As the agent is from the steel department, he informed the customer he would have the cement team connect with them to take the inquiry forward.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"आपने एक inquiry डाली थी हमारे portal पे।\", \"comment\": \"Agent correctly acknowledged the customer's inquiry on the JSW One portal.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not revalidate any steel specifications as the customer's need was for cement.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was correctly terminated after identifying the product mismatch.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"No price or timeline was provided for steel, as the customer required cement.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am basically from the steel department, that's why.\", \"comment\": \"Agent correctly identified the customer needed cement and did not attempt to pitch the steel portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified the customer's requirement was for cement and efficiently routed the lead to the right team. No steel pitch was necessary here, well done.\", \"segment_detected\": \"cement\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to follow up on a portal inquiry. The agent quickly confirmed the customer's requirement was for cement, not steel. As the agent is from the steel department, he informed the customer he would have the cement team connect with them to take the inquiry forward.\"}",
  "error": null,
  "latency_ms": 31230,
  "input_tokens": 3071,
  "output_tokens": 609,
  "created_at": "2026-09-25 11:11:36",
  "sentiment": "negative",
  "sentiment_score": -0.4,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 8,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.712,
  "agent_talk_sec": 20.0,
  "customer_talk_sec": 8.1,
  "dead_air_sec": 47.9,
  "longest_monologue_sec": 8.9,
  "agent_wpm": 273.0,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 91,
  "words_customer": 26,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178901688411",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.88,
      "end_s": 1.38,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178901688411",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.58,
      "end_s": 2.08,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178901688411",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.58,
      "end_s": 3.38,
      "text_en": "Yes sir, who is this?",
      "text_native": "जी सर, कौन?"
    },
    {
      "ucid": "21112178901688411",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.08,
      "end_s": 5.58,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178901688411",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.58,
      "end_s": 9.28,
      "text_en": "Am I speaking with BPS Aircon, sir, with Dipu ji?",
      "text_native": "BPS Aircon में बात हो रही है सर मेरी, दीपू जी से?"
    },
    {
      "ucid": "21112178901688411",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.58,
      "end_s": 9.98,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178901688411",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.28,
      "end_s": 11.88,
      "text_en": "Sir, I was calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178901688411",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.08,
      "end_s": 12.78,
      "text_en": "Yes, yes.",
      "text_native": "हां, हां।"
    },
    {
      "ucid": "21112178901688411",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.08,
      "end_s": 17.28,
      "text_en": "Uh sir actually your account was registered on a portal. You had placed an inquiry on our portal.",
      "text_native": "अह सर actually your account was registered on a portal. आपने एक inquiry डाली थी हमारे portal पे।"
    },
    {
      "ucid": "21112178901688411",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.58,
      "end_s": 22.28,
      "text_en": "So I wanted to confirm this, is your requirement only for cement or will this work for you, do you have any requirement in steel?",
      "text_native": "So मुझे ये confirm करना था, आपको cement की ही requirement है कि आपको ये चलेगा, steel में कुछ requirement है?"
    },
    {
      "ucid": "21112178901688411",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.58,
      "end_s": 26.28,
      "text_en": "It won't be in steel. Our project for cement is just starting now.",
      "text_native": "Steel में नहीं रहेगा। ये cement का अभी तो हमारा project start हो रहा है।"
    },
    {
      "ucid": "21112178901688411",
      "idx": 11,
      "speaker": "agent",
      "start_s": 26.58,
      "end_s": 28.48,
      "text_en": "Okay, so for now you only need cement.",
      "text_native": "अच्छा, तो अभी फिलहाल आपको सिर्फ cement चाहिए।"
    },
    {
      "ucid": "21112178901688411",
      "idx": 12,
      "speaker": "customer",
      "start_s": 28.58,
      "end_s": 29.28,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178901688411",
      "idx": 13,
      "speaker": "agent",
      "start_s": 29.58,
      "end_s": 33.48,
      "text_en": "Okay sir. I will tell the cement team to connect with you. I am basically from the steel department, that's why.",
      "text_native": "ठीक है सर। मैं cement team को बोलता हूं आपसे connect करने के लिए। I am basically from the steel department, that's why."
    },
    {
      "ucid": "21112178901688411",
      "idx": 14,
      "speaker": "customer",
      "start_s": 33.58,
      "end_s": 34.38,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178901688411",
      "idx": 15,
      "speaker": "agent",
      "start_s": 34.58,
      "end_s": 35.08,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178901688411",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "आपने एक inquiry डाली थी हमारे portal पे।",
      "comment": "Agent correctly acknowledged the customer's inquiry on the JSW One portal."
    },
    {
      "ucid": "21112178901688411",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not revalidate any steel specifications as the customer's need was for cement."
    },
    {
      "ucid": "21112178901688411",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the call was correctly terminated after identifying the product mismatch."
    },
    {
      "ucid": "21112178901688411",
      "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 provided for steel, as the customer required cement."
    },
    {
      "ucid": "21112178901688411",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I am basically from the steel department, that's why.",
      "comment": "Agent correctly identified the customer needed cement and did not attempt to pitch the steel portfolio."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}