{
  "ucid": "21112178911966612",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 15:11:06",
  "end_time": "2026-09-11 15:12:37",
  "duration_sec": 91,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Call_back_later",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbfb38728a7c7149fa6ef938d3a118dbb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 205,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911966612__DIAbfb38728a7c7149fa6ef938d3a118dbb.mp3",
  "audio_bytes": 196992,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 65.664,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Speak.   (Bolo.)\n[4s] AGENT: From Shubham Corporation, is that you, sir?   (Shubham Corporation thi, sir aap j?)\n[5s] CUSTOMER: Yes, speak.   (Ha bolo.)\n[6s] AGENT: Sir, I am calling from JSW One, sir.   (Sir, JSW One thi vaat karu chhu, sir.)\n[8s] CUSTOMER: From where?   (Kya thi?)\n[9s] AGENT: I am calling from JSW One, sir.   (JSW One thi vaat karu chhu, sir.)\n[11s] CUSTOMER: Speak.   (Bolo.)\n[12s] AGENT: Uh, sir, is there any requirement right now in sheet metals?   (Uh, saheb kai requirement chhe atyare sheet metals ma?)\n[16s] CUSTOMER: Yes, so what is our rate, what is today's rate?   (Ha, etle aapde shu rate shu chaale chhe aaj no?)\n[18s] AGENT: In what material do you need it, sir?   (Shu material ma joie chhe saheb aapne?)\n[20s] CUSTOMER: We need coil, for coil.   (Aapde coil, aapde coil maate.)\n[22s] AGENT: Is it in HR or CR?   (HR ma ke CR ma chhe?)\n[24s] CUSTOMER: HR, HR.\n[25s] AGENT: HR is currently running at 63750, sir.   (HR chaalu chhe saheb atyare 63750.)\n[28s] AGENT: 1.5 to 12 mm.   (1.5 thi 12 mm.)\n[29s] CUSTOMER: Does PC material come?   (PC walo maal aave?)\n[31s] AGENT: PC, PC, sir, it's prime and JSW make, sir.   (PC, PC, sir, prime ne JSW make chhe, sir.)\n[34s] CUSTOMER: Prime material.\n[35s] AGENT: Oh yes, sir, JSW's, and the billing will come directly from JSW, sir.   (Oho, saheb, JSW nu, ane directly JSW ni j billing aavshe, saheb.)\n[38s] AGENT: Any problem...   (Koipan problem...)\n[39s] CUSTOMER: So two minutes, call me in two minutes, I am driving.   (Toh do minute, do minute mein call karo, main driving kar raha hoon.)\n[42s] AGENT: Done, done, done. Okay, sir.   (Done, done, done. Theek chhe, sir.)\n[44s] AGENT: Yes.   (Ha.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\", \"Hindi\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "clear: The call contains significant code-mixing between Gujarati, English, and one sentence in Hindi.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer interrupts to ask for a price, you must still guide the conversation through the basic verification and discovery steps to gain the context needed to serve them effectively.",
  "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 agent contacted a new registrant who confirmed an immediate requirement for HR coil and asked for the current rate. The agent provided a price, but the customer stated they were driving and asked for a call back in two minutes, ending the call before any discovery or next steps could be established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling from JSW One, sir.\", \"comment\": \"The agent used a direct, transactional opener rather than a warm welcome that positions them as a helper for a new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"From Shubham Corporation, is that you, sir?\", \"comment\": \"The agent only verified the company name and failed to ask about the procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions about business type, volume, or current procurement habits.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's benefits like transparent pricing, Test Certificates, or stockyard availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although an immediate requirement was mentioned, the call was cut short before the agent could capture the full spec or schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Done, done, done. Okay, sir.\", \"comment\": \"The call ended with a vague agreement to call back, not one of the three required closure outcomes (quote sent, specific callback scheduled, walkthrough booked).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer interrupts to ask for a price, you must still guide the conversation through the basic verification and discovery steps to gain the context needed to serve them effectively.\", \"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 agent contacted a new registrant who confirmed an immediate requirement for HR coil and asked for the current rate. The agent provided a price, but the customer stated they were driving and asked for a call back in two minutes, ending the call before any discovery or next steps could be established.\"}",
  "error": null,
  "latency_ms": 40224,
  "input_tokens": 3288,
  "output_tokens": 748,
  "created_at": "2026-09-25 10:59:00",
  "sentiment": "neutral",
  "sentiment_score": -0.027,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.67,
  "agent_talk_sec": 23.1,
  "customer_talk_sec": 11.4,
  "dead_air_sec": 56.5,
  "longest_monologue_sec": 3.9,
  "agent_wpm": 233.8,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 11,
  "discovery_qs": 4,
  "words_agent": 90,
  "words_customer": 41,
  "monologue_heavy": 0,
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    {
      "ucid": "21112178911966612",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.78,
      "end_s": 1.18,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178911966612",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.56,
      "end_s": 2.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178911966612",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.69,
      "end_s": 3.0,
      "text_en": "Speak.",
      "text_native": "Bolo."
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    {
      "ucid": "21112178911966612",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.56,
      "end_s": 5.2,
      "text_en": "From Shubham Corporation, is that you, sir?",
      "text_native": "Shubham Corporation thi, sir aap j?"
    },
    {
      "ucid": "21112178911966612",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.36,
      "end_s": 5.9,
      "text_en": "Yes, speak.",
      "text_native": "Ha bolo."
    },
    {
      "ucid": "21112178911966612",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 7.8,
      "text_en": "Sir, I am calling from JSW One, sir.",
      "text_native": "Sir, JSW One thi vaat karu chhu, sir."
    },
    {
      "ucid": "21112178911966612",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.37,
      "end_s": 8.77,
      "text_en": "From where?",
      "text_native": "Kya thi?"
    },
    {
      "ucid": "21112178911966612",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.0,
      "end_s": 10.5,
      "text_en": "I am calling from JSW One, sir.",
      "text_native": "JSW One thi vaat karu chhu, sir."
    },
    {
      "ucid": "21112178911966612",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 11.6,
      "text_en": "Speak.",
      "text_native": "Bolo."
    },
    {
      "ucid": "21112178911966612",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 14.8,
      "text_en": "Uh, sir, is there any requirement right now in sheet metals?",
      "text_native": "Uh, saheb kai requirement chhe atyare sheet metals ma?"
    },
    {
      "ucid": "21112178911966612",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 17.8,
      "text_en": "Yes, so what is our rate, what is today's rate?",
      "text_native": "Ha, etle aapde shu rate shu chaale chhe aaj no?"
    },
    {
      "ucid": "21112178911966612",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.0,
      "end_s": 19.8,
      "text_en": "In what material do you need it, sir?",
      "text_native": "Shu material ma joie chhe saheb aapne?"
    },
    {
      "ucid": "21112178911966612",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 21.8,
      "text_en": "We need coil, for coil.",
      "text_native": "Aapde coil, aapde coil maate."
    },
    {
      "ucid": "21112178911966612",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 23.2,
      "text_en": "Is it in HR or CR?",
      "text_native": "HR ma ke CR ma chhe?"
    },
    {
      "ucid": "21112178911966612",
      "idx": 14,
      "speaker": "customer",
      "start_s": 23.6,
      "end_s": 24.2,
      "text_en": "HR, HR.",
      "text_native": "HR, HR."
    },
    {
      "ucid": "21112178911966612",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.6,
      "end_s": 27.2,
      "text_en": "HR is currently running at 63750, sir.",
      "text_native": "HR chaalu chhe saheb atyare 63750."
    },
    {
      "ucid": "21112178911966612",
      "idx": 16,
      "speaker": "agent",
      "start_s": 27.6,
      "end_s": 28.8,
      "text_en": "1.5 to 12 mm.",
      "text_native": "1.5 thi 12 mm."
    },
    {
      "ucid": "21112178911966612",
      "idx": 17,
      "speaker": "customer",
      "start_s": 29.4,
      "end_s": 30.5,
      "text_en": "Does PC material come?",
      "text_native": "PC walo maal aave?"
    },
    {
      "ucid": "21112178911966612",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.8,
      "end_s": 33.2,
      "text_en": "PC, PC, sir, it's prime and JSW make, sir.",
      "text_native": "PC, PC, sir, prime ne JSW make chhe, sir."
    },
    {
      "ucid": "21112178911966612",
      "idx": 19,
      "speaker": "customer",
      "start_s": 33.8,
      "end_s": 34.5,
      "text_en": "Prime material.",
      "text_native": "Prime material."
    },
    {
      "ucid": "21112178911966612",
      "idx": 20,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 38.2,
      "text_en": "Oh yes, sir, JSW's, and the billing will come directly from JSW, sir.",
      "text_native": "Oho, saheb, JSW nu, ane directly JSW ni j billing aavshe, saheb."
    },
    {
      "ucid": "21112178911966612",
      "idx": 21,
      "speaker": "agent",
      "start_s": 38.2,
      "end_s": 38.7,
      "text_en": "Any problem...",
      "text_native": "Koipan problem..."
    },
    {
      "ucid": "21112178911966612",
      "idx": 22,
      "speaker": "customer",
      "start_s": 38.8,
      "end_s": 41.8,
      "text_en": "So two minutes, call me in two minutes, I am driving.",
      "text_native": "Toh do minute, do minute mein call karo, main driving kar raha hoon."
    },
    {
      "ucid": "21112178911966612",
      "idx": 23,
      "speaker": "agent",
      "start_s": 42.0,
      "end_s": 43.5,
      "text_en": "Done, done, done. Okay, sir.",
      "text_native": "Done, done, done. Theek chhe, sir."
    },
    {
      "ucid": "21112178911966612",
      "idx": 24,
      "speaker": "agent",
      "start_s": 44.3,
      "end_s": 44.6,
      "text_en": "Yes.",
      "text_native": "Ha."
    }
  ],
  "steps": [
    {
      "ucid": "21112178911966612",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I am calling from JSW One, sir.",
      "comment": "The agent used a direct, transactional opener rather than a warm welcome that positions them as a helper for a new registration."
    },
    {
      "ucid": "21112178911966612",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "From Shubham Corporation, is that you, sir?",
      "comment": "The agent only verified the company name and failed to ask about the procurement city, decision-making role, or contact details."
    },
    {
      "ucid": "21112178911966612",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the required discovery questions about business type, volume, or current procurement habits."
    },
    {
      "ucid": "21112178911966612",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain any of the platform's benefits like transparent pricing, Test Certificates, or stockyard availability."
    },
    {
      "ucid": "21112178911966612",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Although an immediate requirement was mentioned, the call was cut short before the agent could capture the full spec or schedule a specific callback date."
    },
    {
      "ucid": "21112178911966612",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Done, done, done. Okay, sir.",
      "comment": "The call ended with a vague agreement to call back, not one of the three required closure outcomes (quote sent, specific callback scheduled, walkthrough booked)."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}