{
  "ucid": "21112178912230742",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 15:55:07",
  "end_time": "2026-09-11 15:56:38",
  "duration_sec": 91,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA14d4ece6208e6faeb7cec0d7ff724352.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 188,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912230742__DIA14d4ece6208e6faeb7cec0d7ff724352.mp3",
  "audio_bytes": 146880,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 48.96,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Yes, please speak. Hello, greetings.   (हां जी बोलिए हेलो, नमस्ते।)\n[4s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: Rohit was speaking from JSW One.   (रोहित बात कर रहा था JSW One से।)\n[7s] CUSTOMER: Yes, yes, please speak.   (हां जी हां जी बोलिए।)\n[9s] AGENT: Did you have any requirement in MS?   (कुछ आपका requirement था क्या MS में?)\n[12s] CUSTOMER: Right now from JSW, okay okay.   (अभी JSW से, अच्छा अच्छा।)\n[15s] CUSTOMER: So, did you... did I speak with you before? My brother usually speaks.   (तो आपका मे- मेरा पहले से बात हुआ था क्या? मेरे भाई से बात होता है।)\n[19s] AGENT: Meaning, maybe someone had called from your company.   (मतलब शायद किसी किसी ने को आपका कंपनी से कॉल आ गया था।)\n[23s] CUSTOMER: I did not make a call from this number.   (कॉल मैंने तो किया नहीं था इस नंबर से।)\n[26s] AGENT: Hmm. No no, this was just a follow-up call.   (हम्म। नहीं नहीं ये मतलब just follow-up call किया था।)\n[29s] CUSTOMER: Okay okay, fine.   (अच्छा अच्छा ठीक है।)\n[30s] CUSTOMER: No, it's fine. I'll let you know if there's anything.   (नहीं ठीक हो, कुछ होने से बताता हूँ।)\n[32s] AGENT: Okay.   (ठीक है।)\n[33s] CUSTOMER: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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 must open the call with a proper greeting and a value-based hook before asking for a requirement, otherwise the customer has no reason to engage.",
  "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 made a follow-up call and asked for a requirement in MS. The customer, who was not the usual point of contact, stated they had no current need and would call back if something came up. The agent did not attempt discovery or pitch any value, and the call ended without a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Rohit was speaking from JSW One.\", \"comment\": \"Agent identified himself and JSW One but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement in MS?\", \"comment\": \"Agent successfully asked if a current requirement existed, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent accepted the customer's brush-off ('I'll let you know') and did not establish a concrete next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must open the call with a proper greeting and a value-based hook before asking for a requirement, otherwise the customer has no reason to engage.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"No, it's fine. I'll let you know if there's anything.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent made a follow-up call and asked for a requirement in MS. The customer, who was not the usual point of contact, stated they had no current need and would call back if something came up. The agent did not attempt discovery or pitch any value, and the call ended without a next step.\"}",
  "error": null,
  "latency_ms": 26832,
  "input_tokens": 2935,
  "output_tokens": 768,
  "created_at": "2026-09-25 10:57:16",
  "sentiment": "positive",
  "sentiment_score": 0.353,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 1,
  "lex_hits": 16,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.48,
  "agent_talk_sec": 12.1,
  "customer_talk_sec": 13.1,
  "dead_air_sec": 65.8,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 183.5,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 9,
  "discovery_qs": 1,
  "words_agent": 37,
  "words_customer": 48,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912230742",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.5,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912230742",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.04,
      "end_s": 3.8,
      "text_en": "Yes, please speak. Hello, greetings.",
      "text_native": "हां जी बोलिए हेलो, नमस्ते।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.26,
      "end_s": 4.7,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.29,
      "end_s": 7.0,
      "text_en": "Rohit was speaking from JSW One.",
      "text_native": "रोहित बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.36,
      "end_s": 8.3,
      "text_en": "Yes, yes, please speak.",
      "text_native": "हां जी हां जी बोलिए।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.76,
      "end_s": 10.8,
      "text_en": "Did you have any requirement in MS?",
      "text_native": "कुछ आपका requirement था क्या MS में?"
    },
    {
      "ucid": "21112178912230742",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.88,
      "end_s": 14.81,
      "text_en": "Right now from JSW, okay okay.",
      "text_native": "अभी JSW से, अच्छा अच्छा।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 18.5,
      "text_en": "So, did you... did I speak with you before? My brother usually speaks.",
      "text_native": "तो आपका मे- मेरा पहले से बात हुआ था क्या? मेरे भाई से बात होता है।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 8,
      "speaker": "agent",
      "start_s": 18.7,
      "end_s": 22.0,
      "text_en": "Meaning, maybe someone had called from your company.",
      "text_native": "मतलब शायद किसी किसी ने को आपका कंपनी से कॉल आ गया था।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 9,
      "speaker": "customer",
      "start_s": 22.86,
      "end_s": 24.84,
      "text_en": "I did not make a call from this number.",
      "text_native": "कॉल मैंने तो किया नहीं था इस नंबर से।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 10,
      "speaker": "agent",
      "start_s": 25.88,
      "end_s": 28.8,
      "text_en": "Hmm. No no, this was just a follow-up call.",
      "text_native": "हम्म। नहीं नहीं ये मतलब just follow-up call किया था।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 11,
      "speaker": "customer",
      "start_s": 29.0,
      "end_s": 29.9,
      "text_en": "Okay okay, fine.",
      "text_native": "अच्छा अच्छा ठीक है।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 12,
      "speaker": "customer",
      "start_s": 30.3,
      "end_s": 32.0,
      "text_en": "No, it's fine. I'll let you know if there's anything.",
      "text_native": "नहीं ठीक हो, कुछ होने से बताता हूँ।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 13,
      "speaker": "agent",
      "start_s": 32.2,
      "end_s": 32.6,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178912230742",
      "idx": 14,
      "speaker": "customer",
      "start_s": 33.0,
      "end_s": 33.3,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178912230742",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Rohit was speaking from JSW One.",
      "comment": "Agent identified himself and JSW One but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178912230742",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178912230742",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions about the customer's business, volume, or current suppliers."
    },
    {
      "ucid": "21112178912230742",
      "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 conducted, and consequently, no USPs were pitched."
    },
    {
      "ucid": "21112178912230742",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement in MS?",
      "comment": "Agent successfully asked if a current requirement existed, which is the core intent of this step."
    },
    {
      "ucid": "21112178912230742",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent accepted the customer's brush-off ('I'll let you know') and did not establish a concrete next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912230742",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "No, it's fine. I'll let you know if there's anything.",
      "response": "Okay."
    }
  ],
  "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": []
}