{
  "ucid": "21112178901969251",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 11:24:52",
  "end_time": "2026-09-10 11:26:26",
  "duration_sec": 94,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcf32b4a50df1d4a62ce3dd9c9bc39e7e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 410,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901969251__DIAcf32b4a50df1d4a62ce3dd9c9bc39e7e.mp3",
  "audio_bytes": 253584,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 84.528,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello   (हेलो)\n[1s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Yeah, good morning sir. This is Abdul speaking from JSW.   (Yeah, good morning sir. Abdul baat kar raha hu JSW se.)\n[4s] CUSTOMER: Yes, tell me sir, good morning.   (हां बोलिए सर, good morning.)\n[5s] AGENT: You are speaking from Rajvand Enterprises, right? It was Rajvand.   (राजवंद एंटरप्राइजेस से बात कर रहे हैं आप ना? राजवंद था।)\n[6s] CUSTOMER: Yes.   (हां।)\n[7s] AGENT: Sir, you had an inquiry, I think, for a beam.   (सर आपका इंक्वायरी था I think बीम का।)\n[8s] CUSTOMER: Yes, I was checking that application.   (हां वो एप्लीकेशन चेक कर रहा था मैं।)\n[10s] AGENT: Okay, okay, okay.   (अच्छा अच्छा अच्छा।)\n[10s] CUSTOMER: What is it, how is it, yes.   (क्या है कैसा है, हां।)\n[11s] AGENT: Yes sir, okay no problem, no problem.   (जी सर, चलिए कोई बात नहीं, कोई बात नहीं।)\n[13s] CUSTOMER: What is the rate etc. right now, sir?   (क्या रेट वगेरा है सर अभी?)\n[14s] AGENT: And the rate etc., sir, where do you need it? In Gujarat?   (और रेट वगेरा सर वही कहां पे चाहिए आपको? गुजरात में?)\n[16s] CUSTOMER: Nandurbar, in Maharashtra.   (नंदुरबार, महाराष्ट्र में।)\n[17s] AGENT: That's it sir, the rate right now, what approx rate should I give you, I mean? Consider it 63, the approx rate.   (वही सर रेट अभी approx रेट मैं क्या दूं आपको मतलब? वही 63 मानिए ना approx रेट।)\n[20s] CUSTOMER: Huh?   (हां?)\n[20s] AGENT: A rate of 63.   (63 का रेट।)\n[21s] CUSTOMER: 63. Approx rate.\n[22s] CUSTOMER: Don't you have pipes and all, sir?   (ये पाइप वगेरा नहीं रहते है क्या सर?)\n[23s] AGENT: We do have them.   (रहता है ना।)\n[24s] CUSTOMER: So its option doesn't show there in the application.   (तो उसका ऑप्शन नहीं दिखाता उधर एप्लीकेशन में।)\n[26s] AGENT: Tell me, tell me sir.   (बोलिए ना, बोलिए सर।)\n[28s] CUSTOMER: Hello.   (हेलो।)\n[28s] AGENT: Hmm.   (हम्म।)\n[28s] CUSTOMER: Yes, that pipe, nothing is showing for it there. EMT bar, cement etc. is what's showing.   (हां, वो पाइप जो है उसका उधर दिख नहीं रहा कुछ। EMT बार, सीमेंट वगेरा वही दिख रहा है।)\n[32s] AGENT: We have all this, sir. If you have any requirement, please tell me, I will connect a sales person to you, sir, if there is any requirement. I will connect with you. I will WhatsApp you from my personal number, sir.   (ये सब है सर जी। कुछ रिक्वायरमेंट हो तो बताइए ना, मैं सेल्स पर्सन आपसे मैं कनेक्ट कर लूंगा सर कुछ रिक्वायरमेंट होगा तो। मैं आपसे कनेक्ट कर लूंगा। मैं WhatsApp कर दूंगा अपना पर्सनल नंबर से सर।)\n[37s] CUSTOMER: Okay, if there is a requirement, I will put in an inquiry from there.   (ठीक है, रहेगा रिक्वायरमेंट तो मैं इंक्वायरी डाल दूंगा वहां से।)\n[39s] AGENT: Okay okay sir. Thank you.\n[40s] CUSTOMER: Okay, thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 29,
  "connected": 1,
  "audio_notes": "clear",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "29 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": "When a customer asks for a price, use that as an opportunity to validate their full requirement (product, specs, quantity, location) before providing any number.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "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": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, who had used the app to inquire about a beam, called to ask about the price. The agent provided an approximate rate for a location in Maharashtra. The customer then asked about pipes, which they couldn't find in the app. The agent confirmed pipes are available and offered to connect a salesperson, ending the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had an inquiry, I think, for a beam.\", \"comment\": \"The agent correctly identified the customer's activity on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked for the delivery location, failing to validate the product, specs, quantity, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions to understand the customer's business, application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent gave a vague 'approx rate' without any commitment, timeline for a firm quote, or attempt to close.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"We have all this, sir. If you have any requirement, please tell me, I will connect a sales person to you, sir...\", \"comment\": \"The agent did not re-pitch the portfolio; they simply responded to the customer's direct question about pipes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a price, use that as an opportunity to validate their full requirement (product, specs, quantity, location) before providing any number.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"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, who had used the app to inquire about a beam, called to ask about the price. The agent provided an approximate rate for a location in Maharashtra. The customer then asked about pipes, which they couldn't find in the app. The agent confirmed pipes are available and offered to connect a salesperson, ending the call.\"}",
  "error": null,
  "latency_ms": 29782,
  "input_tokens": 3505,
  "output_tokens": 670,
  "created_at": "2026-09-25 11:10:40",
  "sentiment": "positive",
  "sentiment_score": 0.189,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 5,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.545,
  "agent_talk_sec": 20.0,
  "customer_talk_sec": 16.7,
  "dead_air_sec": 57.3,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 405.0,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 15,
  "discovery_qs": 4,
  "words_agent": 135,
  "words_customer": 86,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178901969251",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.6,
      "end_s": 1.0,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178901969251",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.2,
      "end_s": 1.5,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178901969251",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 3.6,
      "text_en": "Yeah, good morning sir. This is Abdul speaking from JSW.",
      "text_native": "Yeah, good morning sir. Abdul baat kar raha hu JSW se."
    },
    {
      "ucid": "21112178901969251",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.8,
      "end_s": 4.7,
      "text_en": "Yes, tell me sir, good morning.",
      "text_native": "हां बोलिए सर, good morning."
    },
    {
      "ucid": "21112178901969251",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.7,
      "end_s": 6.3,
      "text_en": "You are speaking from Rajvand Enterprises, right? It was Rajvand.",
      "text_native": "राजवंद एंटरप्राइजेस से बात कर रहे हैं आप ना? राजवंद था।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.5,
      "end_s": 6.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 8.4,
      "text_en": "Sir, you had an inquiry, I think, for a beam.",
      "text_native": "सर आपका इंक्वायरी था I think बीम का।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.4,
      "end_s": 9.7,
      "text_en": "Yes, I was checking that application.",
      "text_native": "हां वो एप्लीकेशन चेक कर रहा था मैं।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.7,
      "end_s": 10.3,
      "text_en": "Okay, okay, okay.",
      "text_native": "अच्छा अच्छा अच्छा।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 9,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 11.1,
      "text_en": "What is it, how is it, yes.",
      "text_native": "क्या है कैसा है, हां।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 10,
      "speaker": "agent",
      "start_s": 11.1,
      "end_s": 12.3,
      "text_en": "Yes sir, okay no problem, no problem.",
      "text_native": "जी सर, चलिए कोई बात नहीं, कोई बात नहीं।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 11,
      "speaker": "customer",
      "start_s": 12.6,
      "end_s": 13.7,
      "text_en": "What is the rate etc. right now, sir?",
      "text_native": "क्या रेट वगेरा है सर अभी?"
    },
    {
      "ucid": "21112178901969251",
      "idx": 12,
      "speaker": "agent",
      "start_s": 14.1,
      "end_s": 15.6,
      "text_en": "And the rate etc., sir, where do you need it? In Gujarat?",
      "text_native": "और रेट वगेरा सर वही कहां पे चाहिए आपको? गुजरात में?"
    },
    {
      "ucid": "21112178901969251",
      "idx": 13,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 16.7,
      "text_en": "Nandurbar, in Maharashtra.",
      "text_native": "नंदुरबार, महाराष्ट्र में।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 14,
      "speaker": "agent",
      "start_s": 16.7,
      "end_s": 19.8,
      "text_en": "That's it sir, the rate right now, what approx rate should I give you, I mean? Consider it 63, the approx rate.",
      "text_native": "वही सर रेट अभी approx रेट मैं क्या दूं आपको मतलब? वही 63 मानिए ना approx रेट।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 15,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 20.1,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178901969251",
      "idx": 16,
      "speaker": "agent",
      "start_s": 20.1,
      "end_s": 20.8,
      "text_en": "A rate of 63.",
      "text_native": "63 का रेट।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 17,
      "speaker": "customer",
      "start_s": 20.8,
      "end_s": 21.8,
      "text_en": "63. Approx rate.",
      "text_native": "63. Approx rate."
    },
    {
      "ucid": "21112178901969251",
      "idx": 18,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 23.2,
      "text_en": "Don't you have pipes and all, sir?",
      "text_native": "ये पाइप वगेरा नहीं रहते है क्या सर?"
    },
    {
      "ucid": "21112178901969251",
      "idx": 19,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 23.7,
      "text_en": "We do have them.",
      "text_native": "रहता है ना।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 20,
      "speaker": "customer",
      "start_s": 24.0,
      "end_s": 25.5,
      "text_en": "So its option doesn't show there in the application.",
      "text_native": "तो उसका ऑप्शन नहीं दिखाता उधर एप्लीकेशन में।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 21,
      "speaker": "agent",
      "start_s": 26.5,
      "end_s": 27.3,
      "text_en": "Tell me, tell me sir.",
      "text_native": "बोलिए ना, बोलिए सर।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 22,
      "speaker": "customer",
      "start_s": 27.5,
      "end_s": 27.9,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 23,
      "speaker": "agent",
      "start_s": 28.1,
      "end_s": 28.4,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 24,
      "speaker": "customer",
      "start_s": 28.4,
      "end_s": 31.6,
      "text_en": "Yes, that pipe, nothing is showing for it there. EMT bar, cement etc. is what's showing.",
      "text_native": "हां, वो पाइप जो है उसका उधर दिख नहीं रहा कुछ। EMT बार, सीमेंट वगेरा वही दिख रहा है।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 25,
      "speaker": "agent",
      "start_s": 31.6,
      "end_s": 36.6,
      "text_en": "We have all this, sir. If you have any requirement, please tell me, I will connect a sales person to you, sir, if there is any requirement. I will connect with you. I will WhatsApp you from my personal number, sir.",
      "text_native": "ये सब है सर जी। कुछ रिक्वायरमेंट हो तो बताइए ना, मैं सेल्स पर्सन आपसे मैं कनेक्ट कर लूंगा सर कुछ रिक्वायरमेंट होगा तो। मैं आपसे कनेक्ट कर लूंगा। मैं WhatsApp कर दूंगा अपना पर्सनल नंबर से सर।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 26,
      "speaker": "customer",
      "start_s": 36.6,
      "end_s": 38.9,
      "text_en": "Okay, if there is a requirement, I will put in an inquiry from there.",
      "text_native": "ठीक है, रहेगा रिक्वायरमेंट तो मैं इंक्वायरी डाल दूंगा वहां से।"
    },
    {
      "ucid": "21112178901969251",
      "idx": 27,
      "speaker": "agent",
      "start_s": 38.9,
      "end_s": 40.0,
      "text_en": "Okay okay sir. Thank you.",
      "text_native": "Okay okay sir. Thank you."
    },
    {
      "ucid": "21112178901969251",
      "idx": 28,
      "speaker": "customer",
      "start_s": 40.0,
      "end_s": 40.8,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178901969251",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, you had an inquiry, I think, for a beam.",
      "comment": "The agent correctly identified the customer's activity on the platform."
    },
    {
      "ucid": "21112178901969251",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only asked for the delivery location, failing to validate the product, specs, quantity, or timeline."
    },
    {
      "ucid": "21112178901969251",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked zero discovery questions to understand the customer's business, application, or procurement habits."
    },
    {
      "ucid": "21112178901969251",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent gave a vague 'approx rate' without any commitment, timeline for a firm quote, or attempt to close."
    },
    {
      "ucid": "21112178901969251",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "We have all this, sir. If you have any requirement, please tell me, I will connect a sales person to you, sir...",
      "comment": "The agent did not re-pitch the portfolio; they simply responded to the customer's direct question about pipes."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}