{
  "ucid": "21112178911396461",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 13:36:04",
  "end_time": "2026-09-11 13:36:49",
  "duration_sec": 45,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA07fe6846c62c9209bf009a98514422e4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 220,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911396461__DIA07fe6846c62c9209bf009a98514422e4.mp3",
  "audio_bytes": 80352,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 26.784,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello.\n[4s] AGENT: Hello.\n[5s] AGENT: Sir, I was calling from JSW.   (सर JSW से बात कर रहा था।)\n[6s] CUSTOMER: Huh?   (हैं?)\n[7s] AGENT: I am calling from JSW One MSME.   (JSW One MSME से बात कर रहा हूं।)\n[8s] CUSTOMER: Yes, tell me, tell me.   (हां बोलो बोलो।)\n[10s] AGENT: Yes sir, I was asking that, is there any requirement related to sheet metal?   (हां सर, मैं वही पूछ रहा था, कुछ रिक्वायरमेंट है सर शीट मेटल से रिलेटेड?)\n[12s] CUSTOMER: No, no, no.   (नहीं नहीं नहीं।)\n[13s] AGENT: Not right now.   (नहीं है अभी।)\n[14s] AGENT: Okay sir, if you need anything, boss, please remember us.   (ठीक है सर, कुछ रहता है मालिक तो याद कीजिएगा।)\n[16s] CUSTOMER: Yes.   (हां।)\n[17s] AGENT: Thank you.   (धन्यवाद।)\n[18s] CUSTOMER: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "noisy: Significant background conversation (crosstalk) from another agent speaking Gujarati is present throughout the call, sometimes overlapping with the main speakers.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "13 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You skipped the permission step and the hook, jumping straight to asking for a requirement, which led to an immediate shutdown. Always secure permission to speak and offer a value proposition before trying to qualify the lead.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced JSW One and immediately asked for a sheet metal requirement. The customer replied that they had no current need, and the agent ended the call with a generic closing remark.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"is there any requirement related to sheet metal?\", \"comment\": \"Agent did not provide a hook and instead immediately asked for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were attempted as the customer denied having a requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call ended before this stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"is there any requirement related to sheet metal?\", \"comment\": \"Agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"if you need anything, boss, please remember us.\", \"comment\": \"The closing was generic and did not establish a specific, committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the permission step and the hook, jumping straight to asking for a requirement, which led to an immediate shutdown. Always secure permission to speak and offer a value proposition before trying to qualify the lead.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent introduced JSW One and immediately asked for a sheet metal requirement. The customer replied that they had no current need, and the agent ended the call with a generic closing remark.\"}",
  "error": null,
  "latency_ms": 28588,
  "input_tokens": 2819,
  "output_tokens": 668,
  "created_at": "2026-09-25 11:00:15",
  "sentiment": "negative",
  "sentiment_score": -0.264,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.736,
  "agent_talk_sec": 8.1,
  "customer_talk_sec": 2.9,
  "dead_air_sec": 34.0,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 318.5,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 43,
  "words_customer": 12,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178911396461",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.83,
      "end_s": 3.3,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178911396461",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 4.41,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178911396461",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.83,
      "end_s": 5.8,
      "text_en": "Sir, I was calling from JSW.",
      "text_native": "सर JSW से बात कर रहा था।"
    },
    {
      "ucid": "21112178911396461",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.05,
      "end_s": 6.4,
      "text_en": "Huh?",
      "text_native": "हैं?"
    },
    {
      "ucid": "21112178911396461",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 8.29,
      "text_en": "I am calling from JSW One MSME.",
      "text_native": "JSW One MSME से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178911396461",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.4,
      "end_s": 9.1,
      "text_en": "Yes, tell me, tell me.",
      "text_native": "हां बोलो बोलो।"
    },
    {
      "ucid": "21112178911396461",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.51,
      "end_s": 11.79,
      "text_en": "Yes sir, I was asking that, is there any requirement related to sheet metal?",
      "text_native": "हां सर, मैं वही पूछ रहा था, कुछ रिक्वायरमेंट है सर शीट मेटल से रिलेटेड?"
    },
    {
      "ucid": "21112178911396461",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.89,
      "end_s": 12.5,
      "text_en": "No, no, no.",
      "text_native": "नहीं नहीं नहीं।"
    },
    {
      "ucid": "21112178911396461",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.6,
      "end_s": 13.1,
      "text_en": "Not right now.",
      "text_native": "नहीं है अभी।"
    },
    {
      "ucid": "21112178911396461",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 15.8,
      "text_en": "Okay sir, if you need anything, boss, please remember us.",
      "text_native": "ठीक है सर, कुछ रहता है मालिक तो याद कीजिएगा।"
    },
    {
      "ucid": "21112178911396461",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.9,
      "end_s": 16.3,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178911396461",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 17.5,
      "text_en": "Thank you.",
      "text_native": "धन्यवाद।"
    },
    {
      "ucid": "21112178911396461",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.8,
      "end_s": 18.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178911396461",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW.",
      "comment": "Agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178911396461",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "is there any requirement related to sheet metal?",
      "comment": "Agent did not provide a hook and instead immediately asked for a requirement."
    },
    {
      "ucid": "21112178911396461",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were attempted as the customer denied having a requirement."
    },
    {
      "ucid": "21112178911396461",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as the call ended before this stage."
    },
    {
      "ucid": "21112178911396461",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "is there any requirement related to sheet metal?",
      "comment": "Agent successfully asked if a current requirement exists."
    },
    {
      "ucid": "21112178911396461",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "if you need anything, boss, please remember us.",
      "comment": "The closing was generic and did not establish a specific, committed next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}