{
  "ucid": "21112178912365551",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 16:17:35",
  "end_time": "2026-09-11 16:18:29",
  "duration_sec": 54,
  "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/DIAb5b57ac5351c282b17db3831bdaf304d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 183,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912365551__DIAb5b57ac5351c282b17db3831bdaf304d.mp3",
  "audio_bytes": 101304,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 33.768,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello   (हेलो)\n[7s] AGENT: Hello   (हेलो)\n[8s] CUSTOMER: Hello, speak.   (हेलो बोलिए।)\n[9s] AGENT: Sir, we were calling from JSW One, from Jindal Steel.   (सर JSW One से बात कर रहे थे हम लोग जिंदल स्टील से।)\n[11s] CUSTOMER: Yes?   (हां?)\n[12s] AGENT: I was calling from JSW One MSME, Jindal Steel Works Mumbai.   (JSW One MSME से बात कर रहा था, जिंदल स्टील वर्क्स मुंबई।)\n[16s] CUSTOMER: Speak.   (बोलिए।)\n[17s] AGENT: Uh sir, is there any requirement in sheet metals?   (अह सर, कुछ रिक्वायरमेंट है शीट मेटल्स में?)\n[19s] CUSTOMER: No, no, right now there is no requirement. If there is anything, I will call you.   (नहीं नहीं, अभी तो कोई रिक्वायरमेंट नहीं है। कुछ रहेगा तो मैं आपको कॉल करूंगा।)\n[22s] AGENT: Okay sir, okay. If there is anything, please let me know.   (ठीक है सर, ठीक है। कुछ रहेगा तो बताइएगा।)\n[24s] CUSTOMER: Thank you so much.\n[25s] AGENT: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter, especially on the agent's side, making some parts of the speech slightly muffled.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": "When a customer seems impatient, it's even more important to lead with a strong hook (like a specific price or availability signal) right after your introduction to give them a reason to stay on the line.",
  "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 if the customer had a requirement for sheet metals. The customer stated they had no current requirement and would call back if one arose. The agent accepted this and ended the call without attempting discovery or setting a follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and went directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately stated they had no 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\": \"Uh sir, is there any requirement in sheet metals?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent accepted the customer's brush-off without proposing a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer seems impatient, it's even more important to lead with a strong hook (like a specific price or availability signal) right after your introduction to give them a reason to stay on the line.\", \"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\": \"If there is anything, I will call you.\", \"response\": \"Okay sir, okay. If there is anything, please let me know.\"}], \"call_summary\": \"The agent introduced JSW One and immediately asked if the customer had a requirement for sheet metals. The customer stated they had no current requirement and would call back if one arose. The agent accepted this and ended the call without attempting discovery or setting a follow-up.\"}",
  "error": null,
  "latency_ms": 32162,
  "input_tokens": 2844,
  "output_tokens": 738,
  "created_at": "2026-09-25 10:56:45",
  "sentiment": "negative",
  "sentiment_score": -0.23,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 13,
  "lex_hits": 6,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.665,
  "agent_talk_sec": 10.5,
  "customer_talk_sec": 5.3,
  "dead_air_sec": 38.2,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 251.4,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 44,
  "words_customer": 25,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912365551",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.07,
      "end_s": 5.5,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178912365551",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 6.97,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178912365551",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.58,
      "end_s": 8.2,
      "text_en": "Hello, speak.",
      "text_native": "हेलो बोलिए।"
    },
    {
      "ucid": "21112178912365551",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.53,
      "end_s": 10.78,
      "text_en": "Sir, we were calling from JSW One, from Jindal Steel.",
      "text_native": "सर JSW One से बात कर रहे थे हम लोग जिंदल स्टील से।"
    },
    {
      "ucid": "21112178912365551",
      "idx": 4,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 11.48,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178912365551",
      "idx": 5,
      "speaker": "agent",
      "start_s": 11.8,
      "end_s": 15.48,
      "text_en": "I was calling from JSW One MSME, Jindal Steel Works Mumbai.",
      "text_native": "JSW One MSME से बात कर रहा था, जिंदल स्टील वर्क्स मुंबई।"
    },
    {
      "ucid": "21112178912365551",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 16.2,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178912365551",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 19.0,
      "text_en": "Uh sir, is there any requirement in sheet metals?",
      "text_native": "अह सर, कुछ रिक्वायरमेंट है शीट मेटल्स में?"
    },
    {
      "ucid": "21112178912365551",
      "idx": 8,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 22.0,
      "text_en": "No, no, right now there is no requirement. If there is anything, I will call you.",
      "text_native": "नहीं नहीं, अभी तो कोई रिक्वायरमेंट नहीं है। कुछ रहेगा तो मैं आपको कॉल करूंगा।"
    },
    {
      "ucid": "21112178912365551",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 23.8,
      "text_en": "Okay sir, okay. If there is anything, please let me know.",
      "text_native": "ठीक है सर, ठीक है। कुछ रहेगा तो बताइएगा।"
    },
    {
      "ucid": "21112178912365551",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.9,
      "end_s": 24.5,
      "text_en": "Thank you so much.",
      "text_native": "Thank you so much."
    },
    {
      "ucid": "21112178912365551",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.6,
      "end_s": 25.0,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178912365551",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178912365551",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent skipped the hook and went directly to asking for a requirement."
    },
    {
      "ucid": "21112178912365551",
      "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 asked as the customer immediately stated they had no requirement."
    },
    {
      "ucid": "21112178912365551",
      "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": "21112178912365551",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement in sheet metals?",
      "comment": "The agent successfully asked if the customer had a current requirement."
    },
    {
      "ucid": "21112178912365551",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent accepted the customer's brush-off without proposing a specific next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912365551",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "If there is anything, I will call you.",
      "response": "Okay sir, okay. If there is anything, please let me know."
    }
  ],
  "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": [
    "rejection"
  ]
}