{
  "ucid": "21112178901693662",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 10:38:56",
  "end_time": "2026-09-10 10:40:29",
  "duration_sec": 93,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4fbd90718646039af33fd2df0a2f178f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 426,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901693662__DIA4fbd90718646039af33fd2df0a2f178f.mp3",
  "audio_bytes": 203904,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 67.968,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello?   (हॅलो?)\n[3s] AGENT: Yes, Mr. Aslam from NTR Infra Enterprises?   (हां, मिस्टर असलम फ्रॉम एन टी आर इंफ्रा एंटरप्राइजेस?)\n[5s] CUSTOMER: Yes sir.   (हां सर।)\n[6s] AGENT: Aslam ji, very good morning. This is Tufail speaking from JSW One MSME, from Jindal Steel.   (असलम जी, वेरी गुड मॉर्निंग। तुफैल बोल रहा हूं जेएसडब्ल्यू वन एमएसएमई से, जिंदाल स्टील से।)\n[8s] CUSTOMER: Yes, yes sir.   (हां हां सर।)\n[9s] AGENT: Your company was registered on our portal yesterday, sir. You have just created a requirement for cement in the system, correct?   (ये आपका कंपनी रजिस्टर्ड हुआ था सर पोर्टल पर हमारे कल। आपने अभी तो सिस्टम में से सीमेंट का रिक्वायरमेंट बनाया हुआ है, करेक्ट?)\n[13s] CUSTOMER: Yes.   (हां।)\n[14s] CUSTOMER: Yesterday, sir. This is our code here, sir. Ours is Andhra Pradesh.   (कल सर। ये इधर हमारा कोड है सर, आंध्र प्रदेश है हमारा।)\n[16s] AGENT: Okay.   (अच्छा।)\n[17s] CUSTOMER: I have already taken about five, eight-ten truckloads.   (अभी ऑलरेडी मैं तकरीबन एक पांच, आठ-दस गाड़ी ले चुका हूं।)\n[20s] AGENT: Okay, okay.   (ओके, ओके।)\n[20s] CUSTOMER: Yes. An employee here has changed now. I don't have a contact person, sir.   (हां। ये अभी इधर एक एम्प्लॉई चेंज हुआ। वो कांटेक्ट करने के लिए मुझे प्लेस नहीं सर वो।)\n[24s] AGENT: Okay, not an issue. This was your requirement for cement, correct?   (ठीक है, नॉट एन इशू। ये सीमेंट का रिक्वायरमेंट था आपका, करेक्ट?)\n[26s] CUSTOMER: Yes sir. I don't know how, who to talk to.   (ये सर। ये कैसा, किससे बात करना मालूम नहीं हो रहा है।)\n[28s] AGENT: I, uh, from our cement team, there is a Somya ma'am. I... she will connect with you, sir.   (मैं, अह, मैं सीमेंट टीम से हमारी और सोम्या मैम करके हैं। मैं, वो आपको कनेक्ट करेंगी सर।)\n[31s] CUSTOMER: Okay, okay, please do it, sir. It's been like five-six days with them, that name, the one called Sadiq, his...   (ओके, ओके, कर दीजिए सर। कैसा उनसे एक पांच-छह दिन से वो नाम, जो सादिक बोलके थे ना उनका...)\n[35s] AGENT: Not an issue. I will tell Somya to connect. She will give you all the details. Because I look after the steel segment, they look after cement. Okay?   (नॉट एन इशू। मैं बोलता हूं सोम्या को कनेक्ट करने। वो आपको जो सारी डिटेल दे देंगी। क्योंकि मैं स्टील सेगमेंट देखता हूं, वो सीमेंट देखते हैं। ओके?)\n[40s] CUSTOMER: Okay, okay, alright sir.   (ओके, ओके, ठीक है सर।)\n[41s] AGENT: Okay, thank you.   (ओके, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present but doesn't significantly hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 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 this was a cement lead and efficiently handed it over. For future calls, even on handovers, try to re-confirm 1-2 more details like quantity or location to make the handover to the next team smoother.",
  "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 customer, an existing JSW One cement buyer, called because his previous contact person had left and he needed to place a new order. The agent, who handles steel, correctly identified the customer's need. He explained he would have a colleague from the cement team contact the customer to proceed, and the customer agreed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You have just created a requirement for cement in the system, correct?\", \"comment\": \"Agent correctly acknowledged the customer's action on the portal.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only confirmed the product ('cement') but did not revalidate quantity, specific location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the agent quickly identified the lead was for the cement team, not steel.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a price or timeline, instead arranging a handover to the correct team.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Because I look after the steel segment, they look after cement. Okay?\", \"comment\": \"Agent correctly avoided any pitching and focused entirely on routing the customer to the right department.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified this was a cement lead and efficiently handed it over. For future calls, even on handovers, try to re-confirm 1-2 more details like quantity or location to make the handover to the next team smoother.\", \"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 customer, an existing JSW One cement buyer, called because his previous contact person had left and he needed to place a new order. The agent, who handles steel, correctly identified the customer's need. He explained he would have a colleague from the cement team contact the customer to proceed, and the customer agreed.\"}",
  "error": null,
  "latency_ms": 35740,
  "input_tokens": 3379,
  "output_tokens": 658,
  "created_at": "2026-09-25 11:11:39",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 3,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.571,
  "agent_talk_sec": 21.0,
  "customer_talk_sec": 15.8,
  "dead_air_sec": 56.2,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 308.6,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 10,
  "discovery_qs": 5,
  "words_agent": 108,
  "words_customer": 77,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178901693662",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.18,
      "end_s": 1.68,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178901693662",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.3,
      "end_s": 2.68,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178901693662",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.88,
      "end_s": 4.6,
      "text_en": "Yes, Mr. Aslam from NTR Infra Enterprises?",
      "text_native": "हां, मिस्टर असलम फ्रॉम एन टी आर इंफ्रा एंटरप्राइजेस?"
    },
    {
      "ucid": "21112178901693662",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 5.26,
      "text_en": "Yes sir.",
      "text_native": "हां सर।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.5,
      "end_s": 8.3,
      "text_en": "Aslam ji, very good morning. This is Tufail speaking from JSW One MSME, from Jindal Steel.",
      "text_native": "असलम जी, वेरी गुड मॉर्निंग। तुफैल बोल रहा हूं जेएसडब्ल्यू वन एमएसएमई से, जिंदाल स्टील से।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 8.9,
      "text_en": "Yes, yes sir.",
      "text_native": "हां हां सर।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.0,
      "end_s": 13.3,
      "text_en": "Your company was registered on our portal yesterday, sir. You have just created a requirement for cement in the system, correct?",
      "text_native": "ये आपका कंपनी रजिस्टर्ड हुआ था सर पोर्टल पर हमारे कल। आपने अभी तो सिस्टम में से सीमेंट का रिक्वायरमेंट बनाया हुआ है, करेक्ट?"
    },
    {
      "ucid": "21112178901693662",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.3,
      "end_s": 13.6,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.8,
      "end_s": 15.9,
      "text_en": "Yesterday, sir. This is our code here, sir. Ours is Andhra Pradesh.",
      "text_native": "कल सर। ये इधर हमारा कोड है सर, आंध्र प्रदेश है हमारा।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 16.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.9,
      "end_s": 19.5,
      "text_en": "I have already taken about five, eight-ten truckloads.",
      "text_native": "अभी ऑलरेडी मैं तकरीबन एक पांच, आठ-दस गाड़ी ले चुका हूं।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 20.2,
      "text_en": "Okay, okay.",
      "text_native": "ओके, ओके।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.4,
      "end_s": 23.5,
      "text_en": "Yes. An employee here has changed now. I don't have a contact person, sir.",
      "text_native": "हां। ये अभी इधर एक एम्प्लॉई चेंज हुआ। वो कांटेक्ट करने के लिए मुझे प्लेस नहीं सर वो।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.9,
      "end_s": 25.9,
      "text_en": "Okay, not an issue. This was your requirement for cement, correct?",
      "text_native": "ठीक है, नॉट एन इशू। ये सीमेंट का रिक्वायरमेंट था आपका, करेक्ट?"
    },
    {
      "ucid": "21112178901693662",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.1,
      "end_s": 27.9,
      "text_en": "Yes sir. I don't know how, who to talk to.",
      "text_native": "ये सर। ये कैसा, किससे बात करना मालूम नहीं हो रहा है।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 15,
      "speaker": "agent",
      "start_s": 28.0,
      "end_s": 31.2,
      "text_en": "I, uh, from our cement team, there is a Somya ma'am. I... she will connect with you, sir.",
      "text_native": "मैं, अह, मैं सीमेंट टीम से हमारी और सोम्या मैम करके हैं। मैं, वो आपको कनेक्ट करेंगी सर।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 16,
      "speaker": "customer",
      "start_s": 31.3,
      "end_s": 34.6,
      "text_en": "Okay, okay, please do it, sir. It's been like five-six days with them, that name, the one called Sadiq, his...",
      "text_native": "ओके, ओके, कर दीजिए सर। कैसा उनसे एक पांच-छह दिन से वो नाम, जो सादिक बोलके थे ना उनका..."
    },
    {
      "ucid": "21112178901693662",
      "idx": 17,
      "speaker": "agent",
      "start_s": 34.6,
      "end_s": 39.4,
      "text_en": "Not an issue. I will tell Somya to connect. She will give you all the details. Because I look after the steel segment, they look after cement. Okay?",
      "text_native": "नॉट एन इशू। मैं बोलता हूं सोम्या को कनेक्ट करने। वो आपको जो सारी डिटेल दे देंगी। क्योंकि मैं स्टील सेगमेंट देखता हूं, वो सीमेंट देखते हैं। ओके?"
    },
    {
      "ucid": "21112178901693662",
      "idx": 18,
      "speaker": "customer",
      "start_s": 39.5,
      "end_s": 40.5,
      "text_en": "Okay, okay, alright sir.",
      "text_native": "ओके, ओके, ठीक है सर।"
    },
    {
      "ucid": "21112178901693662",
      "idx": 19,
      "speaker": "agent",
      "start_s": 40.8,
      "end_s": 41.5,
      "text_en": "Okay, thank you.",
      "text_native": "ओके, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178901693662",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "You have just created a requirement for cement in the system, correct?",
      "comment": "Agent correctly acknowledged the customer's action on the portal."
    },
    {
      "ucid": "21112178901693662",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only confirmed the product ('cement') but did not revalidate quantity, specific location, or timeline."
    },
    {
      "ucid": "21112178901693662",
      "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 agent quickly identified the lead was for the cement team, not steel."
    },
    {
      "ucid": "21112178901693662",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a price or timeline, instead arranging a handover to the correct team."
    },
    {
      "ucid": "21112178901693662",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Because I look after the steel segment, they look after cement. Okay?",
      "comment": "Agent correctly avoided any pitching and focused entirely on routing the customer to the right department."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}