{
  "ucid": "21112178904136641",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:26:06",
  "end_time": "2026-09-10 17:27:26",
  "duration_sec": 80,
  "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/DIA2a9c1e3ed8c34547e5ce840b8481a425.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 308,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178904136641__DIA2a9c1e3ed8c34547e5ce840b8481a425.mp3",
  "audio_bytes": 162216,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 54.072,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[4s] CUSTOMER: Hello.\n[5s] AGENT: Hello, how are you sir? This is Abdul calling from JSW.   (Hello, kaise hain sir? Abdul baat kar raha hoon JSW se.)\n[8s] CUSTOMER: JSW, okay.\n[9s] AGENT: Yes sir.   (Ji sir.)\n[10s] AGENT: Uh, do you have any requirement in this, sir?   (Uh, kuch requirement hai sir isme?)\n[11s] CUSTOMER: UltraTech cement. Yes, yes.\n[12s] AGENT: Okay. Actually sir, I don't look into cement, sir. My team looks into it. I will send your data to them, sir.   (Okay. Actually sir, isme cement nahi dekhta hoon sir. Meri team dekhti hai. Main unka unko data bhejta hoon sir aapka.)\n[16s] CUSTOMER: Can you speak in English?\n[18s] AGENT: Hello?\n[20s] CUSTOMER: Hello?\n[20s] AGENT: Okay. Yes, tell me, tell me.   (Theek hai. Haan boliye boliye.)\n[21s] CUSTOMER: Can you speak in English?\n[22s] AGENT: Okay sir, actually I was I'm not dealing in cement.\n[24s] CUSTOMER: You are from JSW, yes I know. What's the price of UltraTech cement for 250 bags?\n[28s] AGENT: Sir actually, I deal with steel marketing, sir. Okay?   (Sir actually, I deal with steel marketing, sir. Theek hai?)\n[31s] CUSTOMER: Steel, okay, okay.\n[32s] AGENT: My team will deal in cement. So I'll transfer your opportunity to our team, okay? We'll update soon.\n[36s] CUSTOMER: Okay, okay.\n[37s] AGENT: Okay, okay, thank you.\n[38s] CUSTOMER: Thanks, thanks.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly impact 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When a customer asks for a product you don't handle, you correctly transferred the lead. To improve your opening, always start by acknowledging their inquiry on our platform to make the call feel more connected.",
  "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": 1,
  "material_detected": "UltraTech cement",
  "catalogue_status": "available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer inquired about the price for 250 bags of UltraTech cement. The agent, who specializes in steel, correctly identified that he does not handle cement. He informed the customer he would transfer the inquiry to the appropriate team, and the customer agreed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent started with a generic question instead of acknowledging the customer's platform submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not revalidate any steel specifications as the customer immediately requested cement.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the conversation was about cement, not steel.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a price or timeline for steel; the call was about a different product.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir actually, I deal with steel marketing, sir. Okay?\", \"comment\": \"The agent correctly did not pitch the steel portfolio once it was clear the customer wanted cement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a product you don't handle, you correctly transferred the lead. To improve your opening, always start by acknowledging their inquiry on our platform to make the call feel more connected.\", \"segment_detected\": \"cement\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"UltraTech cement\", \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer inquired about the price for 250 bags of UltraTech cement. The agent, who specializes in steel, correctly identified that he does not handle cement. He informed the customer he would transfer the inquiry to the appropriate team, and the customer agreed.\"}",
  "error": null,
  "latency_ms": 32728,
  "input_tokens": 3095,
  "output_tokens": 623,
  "created_at": "2026-09-25 11:05:59",
  "sentiment": "neutral",
  "sentiment_score": 0.148,
  "sentiment_confidence": "high",
  "pos": 20,
  "neg": 12,
  "lex_hits": 18,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.623,
  "agent_talk_sec": 19.2,
  "customer_talk_sec": 11.6,
  "dead_air_sec": 49.2,
  "longest_monologue_sec": 4.4,
  "agent_wpm": 290.6,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 11,
  "discovery_qs": 5,
  "words_agent": 93,
  "words_customer": 42,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904136641",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.81,
      "end_s": 2.21,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178904136641",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 2.9,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178904136641",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.5,
      "end_s": 3.89,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178904136641",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 7.7,
      "text_en": "Hello, how are you sir? This is Abdul calling from JSW.",
      "text_native": "Hello, kaise hain sir? Abdul baat kar raha hoon JSW se."
    },
    {
      "ucid": "21112178904136641",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.9,
      "end_s": 8.6,
      "text_en": "JSW, okay.",
      "text_native": "JSW, okay."
    },
    {
      "ucid": "21112178904136641",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.8,
      "end_s": 9.2,
      "text_en": "Yes sir.",
      "text_native": "Ji sir."
    },
    {
      "ucid": "21112178904136641",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.5,
      "end_s": 10.8,
      "text_en": "Uh, do you have any requirement in this, sir?",
      "text_native": "Uh, kuch requirement hai sir isme?"
    },
    {
      "ucid": "21112178904136641",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 12.3,
      "text_en": "UltraTech cement. Yes, yes.",
      "text_native": "UltraTech cement. Yes, yes."
    },
    {
      "ucid": "21112178904136641",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 16.2,
      "text_en": "Okay. Actually sir, I don't look into cement, sir. My team looks into it. I will send your data to them, sir.",
      "text_native": "Okay. Actually sir, isme cement nahi dekhta hoon sir. Meri team dekhti hai. Main unka unko data bhejta hoon sir aapka."
    },
    {
      "ucid": "21112178904136641",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.5,
      "end_s": 17.8,
      "text_en": "Can you speak in English?",
      "text_native": "Can you speak in English?"
    },
    {
      "ucid": "21112178904136641",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 19.0,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178904136641",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 19.8,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178904136641",
      "idx": 12,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 20.8,
      "text_en": "Okay. Yes, tell me, tell me.",
      "text_native": "Theek hai. Haan boliye boliye."
    },
    {
      "ucid": "21112178904136641",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 22.2,
      "text_en": "Can you speak in English?",
      "text_native": "Can you speak in English?"
    },
    {
      "ucid": "21112178904136641",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.5,
      "end_s": 24.4,
      "text_en": "Okay sir, actually I was I'm not dealing in cement.",
      "text_native": "Okay sir, actually I was I'm not dealing in cement."
    },
    {
      "ucid": "21112178904136641",
      "idx": 15,
      "speaker": "customer",
      "start_s": 24.5,
      "end_s": 28.4,
      "text_en": "You are from JSW, yes I know. What's the price of UltraTech cement for 250 bags?",
      "text_native": "You are from JSW, yes I know. What's the price of UltraTech cement for 250 bags?"
    },
    {
      "ucid": "21112178904136641",
      "idx": 16,
      "speaker": "agent",
      "start_s": 28.5,
      "end_s": 30.8,
      "text_en": "Sir actually, I deal with steel marketing, sir. Okay?",
      "text_native": "Sir actually, I deal with steel marketing, sir. Theek hai?"
    },
    {
      "ucid": "21112178904136641",
      "idx": 17,
      "speaker": "customer",
      "start_s": 31.0,
      "end_s": 31.8,
      "text_en": "Steel, okay, okay.",
      "text_native": "Steel, okay, okay."
    },
    {
      "ucid": "21112178904136641",
      "idx": 18,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 36.4,
      "text_en": "My team will deal in cement. So I'll transfer your opportunity to our team, okay? We'll update soon.",
      "text_native": "My team will deal in cement. So I'll transfer your opportunity to our team, okay? We'll update soon."
    },
    {
      "ucid": "21112178904136641",
      "idx": 19,
      "speaker": "customer",
      "start_s": 36.5,
      "end_s": 37.0,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    },
    {
      "ucid": "21112178904136641",
      "idx": 20,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 37.8,
      "text_en": "Okay, okay, thank you.",
      "text_native": "Okay, okay, thank you."
    },
    {
      "ucid": "21112178904136641",
      "idx": 21,
      "speaker": "customer",
      "start_s": 38.0,
      "end_s": 38.8,
      "text_en": "Thanks, thanks.",
      "text_native": "Thanks, thanks."
    }
  ],
  "steps": [
    {
      "ucid": "21112178904136641",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent started with a generic question instead of acknowledging the customer's platform submission."
    },
    {
      "ucid": "21112178904136641",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not revalidate any steel specifications as the customer immediately requested cement."
    },
    {
      "ucid": "21112178904136641",
      "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 conversation was about cement, not steel."
    },
    {
      "ucid": "21112178904136641",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a price or timeline for steel; the call was about a different product."
    },
    {
      "ucid": "21112178904136641",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir actually, I deal with steel marketing, sir. Okay?",
      "comment": "The agent correctly did not pitch the steel portfolio once it was clear the customer wanted cement."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}