{
  "ucid": "21112178912003141",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 15:17:11",
  "end_time": "2026-09-11 15:19:32",
  "duration_sec": 141,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA40f8e4a08fc4e4357910810b3c115992.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 204,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912003141__DIA40f8e4a08fc4e4357910810b3c115992.mp3",
  "audio_bytes": 316224,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 105.408,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes?   (हांजी?)\n[2s] AGENT: Sir, I was calling from JSW One. Am I speaking with Pritam ji?   (सर JSW One से बात कर रहा था मैं। प्रीतम जी से बात हो रही है मेरी?)\n[5s] CUSTOMER: No, this is Parveen speaking.   (नहीं, परवीन बोल रहा हूं जी।)\n[7s] AGENT: Okay. From Lols Private Limited, right?   (Okay. Lols Private Limited से, right?)\n[8s] CUSTOMER: Yes.   (हांजी।)\n[9s] AGENT: Sir, your account was registered on our portal I suppose. So, you're looking for any sort of steel material or something?\n[16s] CUSTOMER: Yes?   (हांजी?)\n[17s] AGENT: Hello?\n[18s] CUSTOMER: Yes.   (हांजी।)\n[19s] AGENT: Yes sir, can you hear me?   (हांजी सर, आवाज आ रही है आपको मेरी?)\n[20s] CUSTOMER: Yes, I can hear you, sir. Tell me.   (हां, आ रही है सर। बताइए।)\n[21s] AGENT: Uh, sir, I was calling from JSW One. I had called regarding the purchase of sheet metal. You had probably registered on our portal yesterday.   (अह, सर मैं JSW One से बात कर रहा था। Sheet metal के purchase के रिगार्डिंग मैंने कॉल किया था। आपने शायद हमारे पोर्टल पे रजिस्टर किया था कल।)\n[27s] CUSTOMER: Yes.   (हांजी।)\n[27s] AGENT: So sir, I had called regarding that, are you looking for some requirement, sir?   (तो सर उसी रिगार्डिंग मैंने कॉल किया था कि कुछ रिक्वायरमेंट में देख रहे हैं सर?)\n[30s] CUSTOMER: No sir, I sit in accounts here.   (नहीं सर, मैं तो अकाउंट्स में बैठता हूं इधर।)\n[32s] AGENT: Okay.   (अच्छा।)\n[33s] CUSTOMER: Uh, this purchase and all, Kushagra ji looks after all of it.   (अह यह परचेस वगेरा जो है, सब यह कुशाग्र जी देखते हैं।)\n[35s] AGENT: Okay, so if you can just give me...\n[36s] CUSTOMER: Yes.   (हांजी।)\n[37s] AGENT: Okay, Kushagra Gupta. If you can give his number at least because the number registered here is yours. And if...   (Okay, कुशाग्र गुप्ता। If you can give his number at least because यहां पे जो नंबर है आपका रजिस्टर्ड है। And if...)\n[41s] CUSTOMER: Yes, I... this was done for the purpose of checking accounts and all, that's why my number was registered.   (हां, मैं... यह तो वो इस रिगार्डिंग के अकाउंट वगेरा देखना हो इसलिए करवाया है मेरा नंबर।)\n[44s] AGENT: Okay.   (अच्छा।)\n[45s] CUSTOMER: He is the one who looks after purchase and all.   (परचेस वगेरा तो वही देखते हैं जी।)\n[46s] AGENT: Okay. So his number I...   (अच्छा। तो उनका नंबर मैं...)\n[47s] CUSTOMER: You... I'll tell you, you can call him.   (आप... मैं बता देता हूं, आप उनको मिला लीजिए।)\n[49s] AGENT: Tell me, sir.   (बताइए ना सर।)\n[50s] CUSTOMER: 98100\n[51s] AGENT: 98100\n[53s] CUSTOMER: 69\n[53s] AGENT: 69\n[54s] CUSTOMER: 549\n[55s] AGENT: 549. His name is Mr. Kushal, right?   (549. Mr. कुशल नाम है ना इनका?)\n[57s] CUSTOMER: Kushagra.   (कुशाग्र।)\n[58s] AGENT: Kushagra. Okay.   (कुशाग्र। ठीक है।)\n[59s] CUSTOMER: Yes. Kushagra Gupta.   (हांजी। कुशाग्र गुप्ता।)\n[60s] AGENT: Okay sir.\n[60s] CUSTOMER: Okay sir?   (ठीक है सर?)\n[61s] AGENT: Yes sir. Thank you so much.\n[62s] CUSTOMER: Yeah.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 41,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present, particularly on the agent's side, but it does not significantly hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "41 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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": "You correctly identified you were speaking to the wrong person and did well to get the right contact's number. Next time, also try to get their email and ask for a good time to call them.",
  "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 called a new registration and reached a contact in the accounts department. The contact stated they do not handle procurement and provided the name and number for the correct person, Kushagra Gupta. The agent confirmed the new contact details and ended the call to follow up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One. Am I speaking with Pritam ji?\", \"comment\": \"The agent opened the call by introducing himself and the company professionally.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"From Lols Private Limited, right?\", \"comment\": \"Agent confirmed name and company, and successfully identified the correct contact person and got their number, but did not ask for procurement city.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call did not proceed to discovery as the agent was speaking to the wrong contact person.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No platform education was provided as the conversation ended after identifying the correct contact person.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"are you looking for some requirement, sir?\", \"comment\": \"Agent asked about a requirement, but upon learning he had the wrong contact, he did not schedule a specific callback, instead getting a new number.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the agent obtaining a new contact number, which is not one of the three specified closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified you were speaking to the wrong person and did well to get the right contact's number. Next time, also try to get their email and ask for a good time to call them.\", \"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 called a new registration and reached a contact in the accounts department. The contact stated they do not handle procurement and provided the name and number for the correct person, Kushagra Gupta. The agent confirmed the new contact details and ended the call to follow up.\"}",
  "error": null,
  "latency_ms": 33199,
  "input_tokens": 3669,
  "output_tokens": 727,
  "created_at": "2026-09-25 10:58:49",
  "sentiment": "neutral",
  "sentiment_score": -0.014,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.636,
  "agent_talk_sec": 33.6,
  "customer_talk_sec": 19.2,
  "dead_air_sec": 88.2,
  "longest_monologue_sec": 7.0,
  "agent_wpm": 257.1,
  "interruptions": 0,
  "agent_turns": 20,
  "customer_turns": 21,
  "discovery_qs": 8,
  "words_agent": 144,
  "words_customer": 86,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912003141",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.5,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.8,
      "end_s": 1.2,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.6,
      "end_s": 2.0,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 4.8,
      "text_en": "Sir, I was calling from JSW One. Am I speaking with Pritam ji?",
      "text_native": "सर JSW One से बात कर रहा था मैं। प्रीतम जी से बात हो रही है मेरी?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 6.3,
      "text_en": "No, this is Parveen speaking.",
      "text_native": "नहीं, परवीन बोल रहा हूं जी।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 8.3,
      "text_en": "Okay. From Lols Private Limited, right?",
      "text_native": "Okay. Lols Private Limited से, right?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 8.7,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.8,
      "end_s": 15.8,
      "text_en": "Sir, your account was registered on our portal I suppose. So, you're looking for any sort of steel material or something?",
      "text_native": "Sir, your account was registered on our portal I suppose. So, you're looking for any sort of steel material or something?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.4,
      "end_s": 16.8,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.4,
      "end_s": 17.8,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.2,
      "end_s": 18.6,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.7,
      "end_s": 19.9,
      "text_en": "Yes sir, can you hear me?",
      "text_native": "हांजी सर, आवाज आ रही है आपको मेरी?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 21.2,
      "text_en": "Yes, I can hear you, sir. Tell me.",
      "text_native": "हां, आ रही है सर। बताइए।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.3,
      "end_s": 26.2,
      "text_en": "Uh, sir, I was calling from JSW One. I had called regarding the purchase of sheet metal. You had probably registered on our portal yesterday.",
      "text_native": "अह, सर मैं JSW One से बात कर रहा था। Sheet metal के purchase के रिगार्डिंग मैंने कॉल किया था। आपने शायद हमारे पोर्टल पे रजिस्टर किया था कल।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.6,
      "end_s": 27.0,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.1,
      "end_s": 29.9,
      "text_en": "So sir, I had called regarding that, are you looking for some requirement, sir?",
      "text_native": "तो सर उसी रिगार्डिंग मैंने कॉल किया था कि कुछ रिक्वायरमेंट में देख रहे हैं सर?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 16,
      "speaker": "customer",
      "start_s": 30.4,
      "end_s": 31.9,
      "text_en": "No sir, I sit in accounts here.",
      "text_native": "नहीं सर, मैं तो अकाउंट्स में बैठता हूं इधर।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 17,
      "speaker": "agent",
      "start_s": 32.2,
      "end_s": 32.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 18,
      "speaker": "customer",
      "start_s": 32.7,
      "end_s": 35.1,
      "text_en": "Uh, this purchase and all, Kushagra ji looks after all of it.",
      "text_native": "अह यह परचेस वगेरा जो है, सब यह कुशाग्र जी देखते हैं।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 19,
      "speaker": "agent",
      "start_s": 35.3,
      "end_s": 36.5,
      "text_en": "Okay, so if you can just give me...",
      "text_native": "Okay, so if you can just give me..."
    },
    {
      "ucid": "21112178912003141",
      "idx": 20,
      "speaker": "customer",
      "start_s": 36.5,
      "end_s": 36.8,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 21,
      "speaker": "agent",
      "start_s": 37.1,
      "end_s": 40.8,
      "text_en": "Okay, Kushagra Gupta. If you can give his number at least because the number registered here is yours. And if...",
      "text_native": "Okay, कुशाग्र गुप्ता। If you can give his number at least because यहां पे जो नंबर है आपका रजिस्टर्ड है। And if..."
    },
    {
      "ucid": "21112178912003141",
      "idx": 22,
      "speaker": "customer",
      "start_s": 40.8,
      "end_s": 44.1,
      "text_en": "Yes, I... this was done for the purpose of checking accounts and all, that's why my number was registered.",
      "text_native": "हां, मैं... यह तो वो इस रिगार्डिंग के अकाउंट वगेरा देखना हो इसलिए करवाया है मेरा नंबर।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 23,
      "speaker": "agent",
      "start_s": 44.4,
      "end_s": 44.8,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 24,
      "speaker": "customer",
      "start_s": 44.9,
      "end_s": 46.3,
      "text_en": "He is the one who looks after purchase and all.",
      "text_native": "परचेस वगेरा तो वही देखते हैं जी।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 25,
      "speaker": "agent",
      "start_s": 46.4,
      "end_s": 47.3,
      "text_en": "Okay. So his number I...",
      "text_native": "अच्छा। तो उनका नंबर मैं..."
    },
    {
      "ucid": "21112178912003141",
      "idx": 26,
      "speaker": "customer",
      "start_s": 47.3,
      "end_s": 48.8,
      "text_en": "You... I'll tell you, you can call him.",
      "text_native": "आप... मैं बता देता हूं, आप उनको मिला लीजिए।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 27,
      "speaker": "agent",
      "start_s": 49.0,
      "end_s": 49.6,
      "text_en": "Tell me, sir.",
      "text_native": "बताइए ना सर।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 28,
      "speaker": "customer",
      "start_s": 49.8,
      "end_s": 50.8,
      "text_en": "98100",
      "text_native": "98100"
    },
    {
      "ucid": "21112178912003141",
      "idx": 29,
      "speaker": "agent",
      "start_s": 51.2,
      "end_s": 52.2,
      "text_en": "98100",
      "text_native": "98100"
    },
    {
      "ucid": "21112178912003141",
      "idx": 30,
      "speaker": "customer",
      "start_s": 52.6,
      "end_s": 53.0,
      "text_en": "69",
      "text_native": "69"
    },
    {
      "ucid": "21112178912003141",
      "idx": 31,
      "speaker": "agent",
      "start_s": 53.3,
      "end_s": 53.7,
      "text_en": "69",
      "text_native": "69"
    },
    {
      "ucid": "21112178912003141",
      "idx": 32,
      "speaker": "customer",
      "start_s": 54.0,
      "end_s": 54.6,
      "text_en": "549",
      "text_native": "549"
    },
    {
      "ucid": "21112178912003141",
      "idx": 33,
      "speaker": "agent",
      "start_s": 54.7,
      "end_s": 56.8,
      "text_en": "549. His name is Mr. Kushal, right?",
      "text_native": "549. Mr. कुशल नाम है ना इनका?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 34,
      "speaker": "customer",
      "start_s": 57.1,
      "end_s": 57.7,
      "text_en": "Kushagra.",
      "text_native": "कुशाग्र।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 35,
      "speaker": "agent",
      "start_s": 57.9,
      "end_s": 58.5,
      "text_en": "Kushagra. Okay.",
      "text_native": "कुशाग्र। ठीक है।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 36,
      "speaker": "customer",
      "start_s": 58.7,
      "end_s": 59.6,
      "text_en": "Yes. Kushagra Gupta.",
      "text_native": "हांजी। कुशाग्र गुप्ता।"
    },
    {
      "ucid": "21112178912003141",
      "idx": 37,
      "speaker": "agent",
      "start_s": 59.9,
      "end_s": 60.3,
      "text_en": "Okay sir.",
      "text_native": "Okay sir."
    },
    {
      "ucid": "21112178912003141",
      "idx": 38,
      "speaker": "customer",
      "start_s": 60.5,
      "end_s": 60.9,
      "text_en": "Okay sir?",
      "text_native": "ठीक है सर?"
    },
    {
      "ucid": "21112178912003141",
      "idx": 39,
      "speaker": "agent",
      "start_s": 61.1,
      "end_s": 62.0,
      "text_en": "Yes sir. Thank you so much.",
      "text_native": "Yes sir. Thank you so much."
    },
    {
      "ucid": "21112178912003141",
      "idx": 40,
      "speaker": "customer",
      "start_s": 62.3,
      "end_s": 62.6,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    }
  ],
  "steps": [
    {
      "ucid": "21112178912003141",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW One. Am I speaking with Pritam ji?",
      "comment": "The agent opened the call by introducing himself and the company professionally."
    },
    {
      "ucid": "21112178912003141",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 3,
      "evidence": "From Lols Private Limited, right?",
      "comment": "Agent confirmed name and company, and successfully identified the correct contact person and got their number, but did not ask for procurement city."
    },
    {
      "ucid": "21112178912003141",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call did not proceed to discovery as the agent was speaking to the wrong contact person."
    },
    {
      "ucid": "21112178912003141",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No platform education was provided as the conversation ended after identifying the correct contact person."
    },
    {
      "ucid": "21112178912003141",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "are you looking for some requirement, sir?",
      "comment": "Agent asked about a requirement, but upon learning he had the wrong contact, he did not schedule a specific callback, instead getting a new number."
    },
    {
      "ucid": "21112178912003141",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with the agent obtaining a new contact number, which is not one of the three specified closure outcomes."
    }
  ],
  "objections": [],
  "missed_steps": [
    "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": []
}