{
  "ucid": "21112178912433411",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 16:28:54",
  "end_time": "2026-09-11 16:30:20",
  "duration_sec": 86,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Does_not_deal_Steel",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA68d8c83df535795e394818aa06706ca5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 179,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912433411__DIA68d8c83df535795e394818aa06706ca5.mp3",
  "audio_bytes": 174312,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 58.104,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[6s] CUSTOMER: Hello?   (हॅलो?)\n[6s] AGENT: Hello.   (हॅलो.)\n[7s] CUSTOMER: Yes?   (हां जी?)\n[7s] AGENT: Mr. Uttam, Karthikeya was speaking from JSW One.   (उत्तम जी, कार्तिकेय बात कर रहा था JSW One से।)\n[10s] CUSTOMER: Yes? From where?   (हां? कहां से?)\n[11s] AGENT: Sir, in this Lalit Engineering Works, will there be any requirement for HR now?   (सर ये ललित इंजीनियरिंग वर्क्स में अभी कुछ रिक्वायरमेंट रहेगा अपना HR में?)\n[14s] CUSTOMER: Hello?   (हॅलो?)\n[15s] AGENT: Hello, can you hear me?   (हॅलो, आवाज आ रही है?)\n[16s] CUSTOMER: Yes, speak.   (हां, बोलिए।)\n[17s] AGENT: I was saying sir, this Lalit Engineering Works of yours that was registered, will there be any requirement for HR in it now?   (मैं कह रहा था सर, ये आपका ललित इंजीनियरिंग वर्क्स जो रजिस्टर्ड था, इसमें अभी कुछ HR का रिक्वायरमेंट होगा?)\n[21s] CUSTOMER: HR sheet, coil, or any MS product?\n[24s] AGENT: Yes.   (हां।)\n[25s] AGENT: If you need something now, I can share the rates etc. with you.   (अभी चाहिए कुछ तो rates वगेरा शेयर करता हूं मैं आपके साथ।)\n[29s] CUSTOMER: Where are you calling from?   (आप कहां से बोल रहे हो?)\n[30s] AGENT: From JSW, sir.   (JSW से सर।)\n[31s] CUSTOMER: Yes?   (हां?)\n[31s] AGENT: JSW One, JSW One.\n[32s] CUSTOMER: JSW One, okay.   (JSW One, ठीक है।)\n[34s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[34s] CUSTOMER: No, we take it from a local dealer here itself.   (नहीं, हम इधर ही लोकल डीलर से लेते हैं।)\n[36s] AGENT: Oh, okay.   (अच्छा।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise from a call center environment, but the main speakers are clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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 says they already have a supplier, you must try to handle the objection by proposing a small trial order instead of ending the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 contacted a lead from an engineering company to inquire about HR steel requirements. The customer stated they already procure from a local dealer. The agent accepted this objection without attempting to handle it, and the call ended without any discovery or a committed next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead jumping directly to asking about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the call ended after the customer raised an initial objection.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"will there be any requirement for HR in it now?\", \"comment\": \"The agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step proposed or agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they already have a supplier, you must try to handle the objection by proposing a small trial order instead of ending the call.\", \"segment_detected\": \"manufacturing\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"No, we take it from a local dealer here itself.\", \"response\": \"Oh, okay.\"}], \"call_summary\": \"The agent contacted a lead from an engineering company to inquire about HR steel requirements. The customer stated they already procure from a local dealer. The agent accepted this objection without attempting to handle it, and the call ended without any discovery or a committed next step.\"}",
  "error": null,
  "latency_ms": 30512,
  "input_tokens": 3071,
  "output_tokens": 714,
  "created_at": "2026-09-25 10:56:22",
  "sentiment": "neutral",
  "sentiment_score": -0.094,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.651,
  "agent_talk_sec": 15.7,
  "customer_talk_sec": 8.4,
  "dead_air_sec": 61.9,
  "longest_monologue_sec": 4.0,
  "agent_wpm": 290.4,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 10,
  "discovery_qs": 3,
  "words_agent": 76,
  "words_customer": 34,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912433411",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.83,
      "end_s": 6.23,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.36,
      "end_s": 6.7,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178912433411",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.43,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.43,
      "end_s": 9.8,
      "text_en": "Mr. Uttam, Karthikeya was speaking from JSW One.",
      "text_native": "उत्तम जी, कार्तिकेय बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178912433411",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.64,
      "text_en": "Yes? From where?",
      "text_native": "हां? कहां से?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.9,
      "end_s": 14.0,
      "text_en": "Sir, in this Lalit Engineering Works, will there be any requirement for HR now?",
      "text_native": "सर ये ललित इंजीनियरिंग वर्क्स में अभी कुछ रिक्वायरमेंट रहेगा अपना HR में?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 14.7,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.0,
      "end_s": 15.8,
      "text_en": "Hello, can you hear me?",
      "text_native": "हॅलो, आवाज आ रही है?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.4,
      "end_s": 16.8,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178912433411",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.2,
      "end_s": 21.2,
      "text_en": "I was saying sir, this Lalit Engineering Works of yours that was registered, will there be any requirement for HR in it now?",
      "text_native": "मैं कह रहा था सर, ये आपका ललित इंजीनियरिंग वर्क्स जो रजिस्टर्ड था, इसमें अभी कुछ HR का रिक्वायरमेंट होगा?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.2,
      "end_s": 23.5,
      "text_en": "HR sheet, coil, or any MS product?",
      "text_native": "HR sheet, coil, or any MS product?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 24.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178912433411",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 27.5,
      "text_en": "If you need something now, I can share the rates etc. with you.",
      "text_native": "अभी चाहिए कुछ तो rates वगेरा शेयर करता हूं मैं आपके साथ।"
    },
    {
      "ucid": "21112178912433411",
      "idx": 13,
      "speaker": "customer",
      "start_s": 28.8,
      "end_s": 29.6,
      "text_en": "Where are you calling from?",
      "text_native": "आप कहां से बोल रहे हो?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 14,
      "speaker": "agent",
      "start_s": 29.8,
      "end_s": 30.4,
      "text_en": "From JSW, sir.",
      "text_native": "JSW से सर।"
    },
    {
      "ucid": "21112178912433411",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.7,
      "end_s": 30.9,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178912433411",
      "idx": 16,
      "speaker": "agent",
      "start_s": 31.1,
      "end_s": 32.0,
      "text_en": "JSW One, JSW One.",
      "text_native": "JSW One, JSW One."
    },
    {
      "ucid": "21112178912433411",
      "idx": 17,
      "speaker": "customer",
      "start_s": 32.1,
      "end_s": 33.0,
      "text_en": "JSW One, okay.",
      "text_native": "JSW One, ठीक है।"
    },
    {
      "ucid": "21112178912433411",
      "idx": 18,
      "speaker": "agent",
      "start_s": 33.5,
      "end_s": 33.8,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178912433411",
      "idx": 19,
      "speaker": "customer",
      "start_s": 34.0,
      "end_s": 35.8,
      "text_en": "No, we take it from a local dealer here itself.",
      "text_native": "नहीं, हम इधर ही लोकल डीलर से लेते हैं।"
    },
    {
      "ucid": "21112178912433411",
      "idx": 20,
      "speaker": "agent",
      "start_s": 36.1,
      "end_s": 36.5,
      "text_en": "Oh, okay.",
      "text_native": "अच्छा।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912433411",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified himself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178912433411",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not lead with a supply or price hook, instead jumping directly to asking about requirements."
    },
    {
      "ucid": "21112178912433411",
      "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; the call ended after the customer raised an initial objection."
    },
    {
      "ucid": "21112178912433411",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the point where USPs could be pitched."
    },
    {
      "ucid": "21112178912433411",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "will there be any requirement for HR in it now?",
      "comment": "The agent successfully asked if a current requirement exists."
    },
    {
      "ucid": "21112178912433411",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with no next step proposed or agreed upon."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912433411",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "No, we take it from a local dealer here itself.",
      "response": "Oh, 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": []
}