{
  "ucid": "21112178912518821",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 16:43:08",
  "end_time": "2026-09-11 16:44:08",
  "duration_sec": 60,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb001fdaaf02acc0fbbfd8b09196dd4a8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 174,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912518821__DIAb001fdaaf02acc0fbbfd8b09196dd4a8.mp3",
  "audio_bytes": 122256,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 40.752,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Okay, start.   (ठीक है, चालू।)\n[2s] CUSTOMER: Hello?\n[2s] AGENT: Yes.   (हां जी।)\n[3s] CUSTOMER: Okay.   (ठीक है।)\n[4s] CUSTOMER: Hello?\n[5s] AGENT: Hello sir, good evening, Karthik here.\n[6s] CUSTOMER: What were you saying, sir?   (क्या कह रहे थे सर?)\n[8s] AGENT: Your voice is breaking, what are you saying?   (आवाज कट रही है, क्या कह रहे हो?)\n[10s] AGENT: Sir, I was calling from JSW One, hello?   (सर मैं JSW One से बात कर रहा था, hello?)\n[12s] CUSTOMER: Yes, yes, tell me.   (हां जी हां जी बताइए।)\n[12s] AGENT: Sir, your LNL Auto which was registered, will there be any requirement in it for our HR etc.?   (आपका सर LNL Auto ये जो रजिस्टर्ड था, अभी इसमें कुछ रिक्वायरमेंट रहेगा अपना HR वगेरा का?)\n[16s] CUSTOMER: You give me the mail ID, I will send you the requirement first.   (आप मेरेको मेल आईडी दे दो मैं आपको रिक्वायरमेंट डाल देता हूं पहले।)\n[19s] AGENT: Okay, is this your WhatsApp number?   (चलो, ये WhatsApp नंबर है आपका?)\n[20s] CUSTOMER: Yes, this is it.   (हां, यही है।)\n[21s] AGENT: Okay, I'll send my email on WhatsApp.   (चलो मैं मेल अपना डालता हूं WhatsApp पे।)\n[23s] CUSTOMER: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "noisy: Background chatter and some crosstalk at the beginning of the call, but the main conversation is clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer asks you to 'just send an email', try to ask one key qualifying question before you agree, for example: 'Happy to, sir. So I can send the right information, what material are you currently looking for?'",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a representative from 'LNL Auto' to inquire about HR material requirements. The customer immediately took control, requesting the agent's email ID to send their requirements later. The agent agreed to share his email via WhatsApp and the call ended without any discovery, qualification, or a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello sir, good evening, Karthik here.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, your LNL Auto which was registered, will there be any requirement in it for our HR etc.?\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions; the customer immediately took control of the call.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"will there be any requirement in it for our HR etc.?\", \"comment\": \"Agent made a weak attempt to ask for a requirement but did not capture any specific details (grade, qty, etc.) when the customer deflected.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I'll send my email on WhatsApp.\", \"comment\": \"This is not a committed next step; the agent is only sending contact details with no agreed-upon action from the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks you to 'just send an email', try to ask one key qualifying question before you agree, for example: 'Happy to, sir. So I can send the right information, what material are you currently looking for?'\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"You give me the mail ID, I will send you the requirement first.\", \"response\": \"Okay, is this your WhatsApp number? ... Okay, I'll send my email on WhatsApp.\"}], \"call_summary\": \"The agent contacted a representative from 'LNL Auto' to inquire about HR material requirements. The customer immediately took control, requesting the agent's email ID to send their requirements later. The agent agreed to share his email via WhatsApp and the call ended without any discovery, qualification, or a firm next step.\"}",
  "error": null,
  "latency_ms": 25472,
  "input_tokens": 2931,
  "output_tokens": 837,
  "created_at": "2026-09-25 10:55:52",
  "sentiment": "positive",
  "sentiment_score": 0.4,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.592,
  "agent_talk_sec": 10.9,
  "customer_talk_sec": 7.5,
  "dead_air_sec": 41.6,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 297.2,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 9,
  "discovery_qs": 4,
  "words_agent": 54,
  "words_customer": 32,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912518821",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.51,
      "end_s": 1.4,
      "text_en": "Okay, start.",
      "text_native": "ठीक है, चालू।"
    },
    {
      "ucid": "21112178912518821",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.58,
      "end_s": 2.08,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178912518821",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 2.53,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912518821",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.77,
      "end_s": 3.1,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178912518821",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.3,
      "end_s": 4.71,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178912518821",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.9,
      "end_s": 6.2,
      "text_en": "Hello sir, good evening, Karthik here.",
      "text_native": "Hello sir, good evening, Karthik here."
    },
    {
      "ucid": "21112178912518821",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.2,
      "end_s": 7.1,
      "text_en": "What were you saying, sir?",
      "text_native": "क्या कह रहे थे सर?"
    },
    {
      "ucid": "21112178912518821",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 8.8,
      "text_en": "Your voice is breaking, what are you saying?",
      "text_native": "आवाज कट रही है, क्या कह रहे हो?"
    },
    {
      "ucid": "21112178912518821",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.6,
      "end_s": 11.3,
      "text_en": "Sir, I was calling from JSW One, hello?",
      "text_native": "सर मैं JSW One से बात कर रहा था, hello?"
    },
    {
      "ucid": "21112178912518821",
      "idx": 9,
      "speaker": "customer",
      "start_s": 11.5,
      "end_s": 12.3,
      "text_en": "Yes, yes, tell me.",
      "text_native": "हां जी हां जी बताइए।"
    },
    {
      "ucid": "21112178912518821",
      "idx": 10,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 15.9,
      "text_en": "Sir, your LNL Auto which was registered, will there be any requirement in it for our HR etc.?",
      "text_native": "आपका सर LNL Auto ये जो रजिस्टर्ड था, अभी इसमें कुछ रिक्वायरमेंट रहेगा अपना HR वगेरा का?"
    },
    {
      "ucid": "21112178912518821",
      "idx": 11,
      "speaker": "customer",
      "start_s": 16.4,
      "end_s": 18.9,
      "text_en": "You give me the mail ID, I will send you the requirement first.",
      "text_native": "आप मेरेको मेल आईडी दे दो मैं आपको रिक्वायरमेंट डाल देता हूं पहले।"
    },
    {
      "ucid": "21112178912518821",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.1,
      "end_s": 20.3,
      "text_en": "Okay, is this your WhatsApp number?",
      "text_native": "चलो, ये WhatsApp नंबर है आपका?"
    },
    {
      "ucid": "21112178912518821",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 21.2,
      "text_en": "Yes, this is it.",
      "text_native": "हां, यही है।"
    },
    {
      "ucid": "21112178912518821",
      "idx": 14,
      "speaker": "agent",
      "start_s": 21.4,
      "end_s": 23.2,
      "text_en": "Okay, I'll send my email on WhatsApp.",
      "text_native": "चलो मैं मेल अपना डालता हूं WhatsApp पे।"
    },
    {
      "ucid": "21112178912518821",
      "idx": 15,
      "speaker": "customer",
      "start_s": 23.4,
      "end_s": 23.9,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912518821",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Hello sir, good evening, Karthik here.",
      "comment": "Agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178912518821",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, your LNL Auto which was registered, will there be any requirement in it for our HR etc.?",
      "comment": "Agent did not provide a supply or price hook, instead jumping directly to asking for requirements."
    },
    {
      "ucid": "21112178912518821",
      "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; the customer immediately took control of the call."
    },
    {
      "ucid": "21112178912518821",
      "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 done, and no USPs were pitched."
    },
    {
      "ucid": "21112178912518821",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "will there be any requirement in it for our HR etc.?",
      "comment": "Agent made a weak attempt to ask for a requirement but did not capture any specific details (grade, qty, etc.) when the customer deflected."
    },
    {
      "ucid": "21112178912518821",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I'll send my email on WhatsApp.",
      "comment": "This is not a committed next step; the agent is only sending contact details with no agreed-upon action from the customer."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912518821",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "You give me the mail ID, I will send you the requirement first.",
      "response": "Okay, is this your WhatsApp number? ... Okay, I'll send my email on WhatsApp."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}