{
  "ucid": "21112178912065311",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 15:27:33",
  "end_time": "2026-09-11 15:28:32",
  "duration_sec": 59,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa078a9d2f600b167d67df3ae5e4b1024.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 199,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912065311__DIAa078a9d2f600b167d67df3ae5e4b1024.mp3",
  "audio_bytes": 112536,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 37.512,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello?   (हॅलो?)\n[2s] AGENT: Sir ji, hello, I [inaudible] was calling from JSW One.   (सर जी नमस्ते, मैं [inaudible] बात कर रहा था JSW One से।)\n[5s] CUSTOMER: From where?   (कहाँ से?)\n[6s] AGENT: Sir, I was calling from JSW One.   (सर JSW One से बात कर रहा था।)\n[7s] CUSTOMER: JSW?\n[8s] AGENT: JSW.\n[9s] CUSTOMER: JSW, yes, tell me.   (JSW, हां, बोलिए।)\n[10s] AGENT: Sir, you were registered on our platform, I called regarding that. Do you have any requirement for steel, sir?   (सर जी हमारे प्लॅटफॉर्म पर रजिस्टर थे, उसी के regarding कॉल किया था। कुछ steel का requirement रहता है क्या सर आपका?)\n[15s] CUSTOMER: Yes, yes.   (हां हां।)\n[15s] AGENT: Do you have a requirement now, sir?   (है सर requirement अभी?)\n[16s] CUSTOMER: No sir, not right now. If there is, I will call.   (नहीं सर, अभी फिलहाल नहीं है। रहेगा तो मैं कॉल करूंगा।)\n[19s] AGENT: Okay sir, no issue.   (ठीक है सर, कोई issue नहीं।)\n[20s] CUSTOMER: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the customer's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 turns, clean transcript (7% 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": "Instead of immediately asking for a requirement, which is easy to decline, try opening with a supply or price hook to create interest first.",
  "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": "Agent called a registered user to inquire about steel requirements. The customer confirmed they use steel but have no immediate need, stating they would call back if a requirement arises. The agent accepted this and ended the call without performing discovery or setting a concrete next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir ji, hello, I [inaudible] was calling from JSW One.\", \"comment\": \"Agent identified self and company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir?\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to a qualifying question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six discovery questions about the customer's business or procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have a requirement now, sir?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, no issue.\", \"comment\": \"Agent passively ended the call without proposing a specific callback time or other committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Instead of immediately asking for a requirement, which is easy to decline, try opening with a supply or price hook to create interest first.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"No sir, not right now. If there is, I will call.\", \"response\": \"Okay sir, no issue.\"}], \"call_summary\": \"Agent called a registered user to inquire about steel requirements. The customer confirmed they use steel but have no immediate need, stating they would call back if a requirement arises. The agent accepted this and ended the call without performing discovery or setting a concrete next step.\"}",
  "error": null,
  "latency_ms": 26781,
  "input_tokens": 2897,
  "output_tokens": 760,
  "created_at": "2026-09-25 10:58:18",
  "sentiment": "negative",
  "sentiment_score": -0.36,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 3,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.624,
  "agent_talk_sec": 11.3,
  "customer_talk_sec": 6.8,
  "dead_air_sec": 40.9,
  "longest_monologue_sec": 4.2,
  "agent_wpm": 260.2,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 49,
  "words_customer": 22,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912065311",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.5,
      "end_s": 1.2,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178912065311",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 2.0,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178912065311",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 5.0,
      "text_en": "Sir ji, hello, I [inaudible] was calling from JSW One.",
      "text_native": "सर जी नमस्ते, मैं [inaudible] बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178912065311",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.1,
      "end_s": 5.6,
      "text_en": "From where?",
      "text_native": "कहाँ से?"
    },
    {
      "ucid": "21112178912065311",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.7,
      "end_s": 7.3,
      "text_en": "Sir, I was calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा था।"
    },
    {
      "ucid": "21112178912065311",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.4,
      "end_s": 8.3,
      "text_en": "JSW?",
      "text_native": "JSW?"
    },
    {
      "ucid": "21112178912065311",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.4,
      "end_s": 9.0,
      "text_en": "JSW.",
      "text_native": "JSW."
    },
    {
      "ucid": "21112178912065311",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.1,
      "end_s": 10.2,
      "text_en": "JSW, yes, tell me.",
      "text_native": "JSW, हां, बोलिए।"
    },
    {
      "ucid": "21112178912065311",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.3,
      "end_s": 14.5,
      "text_en": "Sir, you were registered on our platform, I called regarding that. Do you have any requirement for steel, sir?",
      "text_native": "सर जी हमारे प्लॅटफॉर्म पर रजिस्टर थे, उसी के regarding कॉल किया था। कुछ steel का requirement रहता है क्या सर आपका?"
    },
    {
      "ucid": "21112178912065311",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 15.1,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178912065311",
      "idx": 10,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 16.0,
      "text_en": "Do you have a requirement now, sir?",
      "text_native": "है सर requirement अभी?"
    },
    {
      "ucid": "21112178912065311",
      "idx": 11,
      "speaker": "customer",
      "start_s": 16.1,
      "end_s": 18.8,
      "text_en": "No sir, not right now. If there is, I will call.",
      "text_native": "नहीं सर, अभी फिलहाल नहीं है। रहेगा तो मैं कॉल करूंगा।"
    },
    {
      "ucid": "21112178912065311",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 20.0,
      "text_en": "Okay sir, no issue.",
      "text_native": "ठीक है सर, कोई issue नहीं।"
    },
    {
      "ucid": "21112178912065311",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.1,
      "end_s": 20.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912065311",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir ji, hello, I [inaudible] was calling from JSW One.",
      "comment": "Agent identified self and company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178912065311",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir?",
      "comment": "Agent did not lead with a supply or price hook, instead jumping directly to a qualifying question."
    },
    {
      "ucid": "21112178912065311",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the six discovery questions about the customer's business or procurement."
    },
    {
      "ucid": "21112178912065311",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and no USPs were pitched."
    },
    {
      "ucid": "21112178912065311",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have a requirement now, sir?",
      "comment": "Agent successfully asked if a current requirement exists, which is the core intent of this step."
    },
    {
      "ucid": "21112178912065311",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, no issue.",
      "comment": "Agent passively ended the call without proposing a specific callback time or other committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912065311",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "No sir, not right now. If there is, I will call.",
      "response": "Okay sir, no issue."
    }
  ],
  "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": []
}