{
  "ucid": "21112178901996711",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 11:29:27",
  "end_time": "2026-09-10 11:30:30",
  "duration_sec": 63,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2967ffd1d1e11d197eb2d7eb4149577f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 407,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901996711__DIA2967ffd1d1e11d197eb2d7eb4149577f.mp3",
  "audio_bytes": 159192,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 53.064,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Yes, speak.   (हां बोलो।)\n[3s] AGENT: Good morning sir. This is Abdul speaking from JSW.   (Good morning sir. Abdul बात कर रहा हूं मैं JSW से।)\n[5s] CUSTOMER: Yes, yes, yes.   (हां हां हां।)\n[6s] AGENT: Sir, am I speaking with MS profile, sir?   (Sir MS profile से बात हो रही है sir?)\n[7s] CUSTOMER: Yes, MS profile. What is the current rate for JSW?   (हां MS profile. क्या rate चल रहा है अभी JSW?)\n[10s] AGENT: For HR, sir?   (HR का sir?)\n[10s] CUSTOMER: Yes, for HR, sir.   (हां HR का sir.)\n[11s] AGENT: Sir, yesterday's rate, the rate until yesterday was sir sixty-two.   (Sir कल तक का rate, कल तक rate था sir sixty two.)\n[13s] CUSTOMER: How much?   (कितना?)\n[14s] AGENT: For sheet. Sixty-two, Ex-Saloja.   (Sheet का। Sixty two, Ex-Saloja.)\n[15s] CUSTOMER: Sixty-two, right?   (Sixty two ना?)\n[16s] AGENT: Yes sir. For sheet, for sheet. That was yesterday's rate. Today the rate is going to change, sir.   (जी sir. Sheet का, sheet का। कल तक का rate था। आज rate sir change होने वाली है।)\n[19s] CUSTOMER: Will a part turn be available?   (Part turn मिलेगा?)\n[20s] AGENT: Uh, a part turn will be available, sir. No problem. But the thing is, the rate is going to change today, sir. Actually, that was yesterday's rate. If you want to purchase something, then you can do it quickly now, sir.   (Uh, part turn मिल जाएगा sir. दिक्कत नहीं है। But क्या है ना कि आज rate change होने वाली है sir. Actually कल तक का वो rate था। अगर कुछ purchase करना चाह रहे हैं तो फिर अभी जल्दी कर सकते हैं sir आप।)\n[24s] CUSTOMER: No, no, no. I will call.   (नहीं नहीं नहीं। मैं फोन करता हूं।)\n[26s] AGENT: What are you saying?   (क्या बोल रहे?)\n[26s] CUSTOMER: Hello? No, I will tell you, I will tell you later. I am a bit busy.   (Hello? नहीं, मैं तो बताता हूं मैं आपको बाद में आपको बताता हूं। थोड़ा busy हूं मैं।)\n[30s] AGENT: No no, if you now...   (नहीं नहीं, अभी आप...)\n[31s] CUSTOMER: I will not purchase today. No worries.   (अभी आज नहीं करूंगा purchase. चिंता नहीं।)\n[32s] AGENT: Okay, fine sir.   (अच्छा ठीक है sir.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "When a customer immediately asks for a price, first validate their full requirement (size, quantity, location) and ask discovery questions before giving a 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, identifying as 'MS profile', inquired about the price for HR sheet. The agent provided yesterday's rate and noted it would change today, attempting to create urgency. The customer stated they were busy and would not purchase today, and the agent accepted this and ended the call without setting a follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not acknowledge or reference a platform submission, starting the call like a general inquiry.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"For HR, sir?\", \"comment\": \"The agent only validated the product (HR) but failed to revalidate thickness, width, quantity, or delivery location.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's end-use, monthly requirement, or current procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"If you want to purchase something, then you can do it quickly now, sir.\", \"comment\": \"The agent quoted a price and used the imminent price change to create urgency and attempt an immediate close.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any other products and kept the conversation focused on the customer's direct query.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for a price, first validate their full requirement (size, quantity, location) and ask discovery questions before giving a 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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I will tell you, I will tell you later. I am a bit busy.\", \"response\": \"Okay, fine sir.\"}], \"call_summary\": \"The customer, identifying as 'MS profile', inquired about the price for HR sheet. The agent provided yesterday's rate and noted it would change today, attempting to create urgency. The customer stated they were busy and would not purchase today, and the agent accepted this and ended the call without setting a follow-up.\"}",
  "error": null,
  "latency_ms": 36743,
  "input_tokens": 3295,
  "output_tokens": 719,
  "created_at": "2026-09-25 11:10:41",
  "sentiment": "negative",
  "sentiment_score": -0.52,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 13,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.584,
  "agent_talk_sec": 17.8,
  "customer_talk_sec": 12.7,
  "dead_air_sec": 32.5,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 367.4,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 11,
  "discovery_qs": 3,
  "words_agent": 109,
  "words_customer": 60,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178901996711",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.17,
      "end_s": 1.63,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178901996711",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.76,
      "end_s": 2.16,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178901996711",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.29,
      "end_s": 2.79,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178901996711",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 5.17,
      "text_en": "Good morning sir. This is Abdul speaking from JSW.",
      "text_native": "Good morning sir. Abdul बात कर रहा हूं मैं JSW से।"
    },
    {
      "ucid": "21112178901996711",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 5.9,
      "text_en": "Yes, yes, yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178901996711",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 7.36,
      "text_en": "Sir, am I speaking with MS profile, sir?",
      "text_native": "Sir MS profile से बात हो रही है sir?"
    },
    {
      "ucid": "21112178901996711",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.46,
      "end_s": 9.49,
      "text_en": "Yes, MS profile. What is the current rate for JSW?",
      "text_native": "हां MS profile. क्या rate चल रहा है अभी JSW?"
    },
    {
      "ucid": "21112178901996711",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.52,
      "end_s": 10.18,
      "text_en": "For HR, sir?",
      "text_native": "HR का sir?"
    },
    {
      "ucid": "21112178901996711",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.21,
      "end_s": 10.84,
      "text_en": "Yes, for HR, sir.",
      "text_native": "हां HR का sir."
    },
    {
      "ucid": "21112178901996711",
      "idx": 9,
      "speaker": "agent",
      "start_s": 10.9,
      "end_s": 13.06,
      "text_en": "Sir, yesterday's rate, the rate until yesterday was sir sixty-two.",
      "text_native": "Sir कल तक का rate, कल तक rate था sir sixty two."
    },
    {
      "ucid": "21112178901996711",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.12,
      "end_s": 13.52,
      "text_en": "How much?",
      "text_native": "कितना?"
    },
    {
      "ucid": "21112178901996711",
      "idx": 11,
      "speaker": "agent",
      "start_s": 13.6,
      "end_s": 15.29,
      "text_en": "For sheet. Sixty-two, Ex-Saloja.",
      "text_native": "Sheet का। Sixty two, Ex-Saloja."
    },
    {
      "ucid": "21112178901996711",
      "idx": 12,
      "speaker": "customer",
      "start_s": 15.32,
      "end_s": 16.02,
      "text_en": "Sixty-two, right?",
      "text_native": "Sixty two ना?"
    },
    {
      "ucid": "21112178901996711",
      "idx": 13,
      "speaker": "agent",
      "start_s": 16.1,
      "end_s": 18.79,
      "text_en": "Yes sir. For sheet, for sheet. That was yesterday's rate. Today the rate is going to change, sir.",
      "text_native": "जी sir. Sheet का, sheet का। कल तक का rate था। आज rate sir change होने वाली है।"
    },
    {
      "ucid": "21112178901996711",
      "idx": 14,
      "speaker": "customer",
      "start_s": 18.82,
      "end_s": 19.55,
      "text_en": "Will a part turn be available?",
      "text_native": "Part turn मिलेगा?"
    },
    {
      "ucid": "21112178901996711",
      "idx": 15,
      "speaker": "agent",
      "start_s": 19.64,
      "end_s": 24.39,
      "text_en": "Uh, a part turn will be available, sir. No problem. But the thing is, the rate is going to change today, sir. Actually, that was yesterday's rate. If you want to purchase something, then you can do it quickly now, sir.",
      "text_native": "Uh, part turn मिल जाएगा sir. दिक्कत नहीं है। But क्या है ना कि आज rate change होने वाली है sir. Actually कल तक का वो rate था। अगर कुछ purchase करना चाह रहे हैं तो फिर अभी जल्दी कर सकते हैं sir आप।"
    },
    {
      "ucid": "21112178901996711",
      "idx": 16,
      "speaker": "customer",
      "start_s": 24.42,
      "end_s": 25.88,
      "text_en": "No, no, no. I will call.",
      "text_native": "नहीं नहीं नहीं। मैं फोन करता हूं।"
    },
    {
      "ucid": "21112178901996711",
      "idx": 17,
      "speaker": "agent",
      "start_s": 25.91,
      "end_s": 26.41,
      "text_en": "What are you saying?",
      "text_native": "क्या बोल रहे?"
    },
    {
      "ucid": "21112178901996711",
      "idx": 18,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 29.79,
      "text_en": "Hello? No, I will tell you, I will tell you later. I am a bit busy.",
      "text_native": "Hello? नहीं, मैं तो बताता हूं मैं आपको बाद में आपको बताता हूं। थोड़ा busy हूं मैं।"
    },
    {
      "ucid": "21112178901996711",
      "idx": 19,
      "speaker": "agent",
      "start_s": 29.82,
      "end_s": 30.45,
      "text_en": "No no, if you now...",
      "text_native": "नहीं नहीं, अभी आप..."
    },
    {
      "ucid": "21112178901996711",
      "idx": 20,
      "speaker": "customer",
      "start_s": 30.51,
      "end_s": 32.28,
      "text_en": "I will not purchase today. No worries.",
      "text_native": "अभी आज नहीं करूंगा purchase. चिंता नहीं।"
    },
    {
      "ucid": "21112178901996711",
      "idx": 21,
      "speaker": "agent",
      "start_s": 32.31,
      "end_s": 33.0,
      "text_en": "Okay, fine sir.",
      "text_native": "अच्छा ठीक है sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178901996711",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not acknowledge or reference a platform submission, starting the call like a general inquiry."
    },
    {
      "ucid": "21112178901996711",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "For HR, sir?",
      "comment": "The agent only validated the product (HR) but failed to revalidate thickness, width, quantity, or delivery location."
    },
    {
      "ucid": "21112178901996711",
      "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 to understand the customer's end-use, monthly requirement, or current procurement habits."
    },
    {
      "ucid": "21112178901996711",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "If you want to purchase something, then you can do it quickly now, sir.",
      "comment": "The agent quoted a price and used the imminent price change to create urgency and attempt an immediate close."
    },
    {
      "ucid": "21112178901996711",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any other products and kept the conversation focused on the customer's direct query."
    }
  ],
  "objections": [
    {
      "ucid": "21112178901996711",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "I will tell you, I will tell you later. I am a bit busy.",
      "response": "Okay, fine sir."
    }
  ],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}