{
  "ucid": "21112178912830811",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 17:35:08",
  "end_time": "2026-09-11 17:36:21",
  "duration_sec": 73,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA88099c0c5dedb19666b24c83e034a4c3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 157,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912830811__DIA88099c0c5dedb19666b24c83e034a4c3.mp3",
  "audio_bytes": 165888,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 55.296,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello, Mahamanyu Security Services.   (हॅलो, महामन्यु सिक्युरिटी सर्विसेस)\n[5s] AGENT: I am Sudip speaking from JSW One, Jindal Steel.   (सुदीप बोल रहा हूं जेएसडब्ल्यू वन से, जिंदाल स्टील।)\n[7s] CUSTOMER: Yes.   (जी।)\n[8s] AGENT: Your company was registered on the portal, sir. You have created an inquiry in the system. So, you needed material in grading, sir?   (ये आपकी कंपनी रजिस्टर्ड हुई थी सर पोर्टल पर। आपने एक इंक्वायरी बनाई है सिस्टम में। तो ग्रेडिंग में मटेरियल चाहिए था सर आपको?)\n[13s] CUSTOMER: Yes.   (जी।)\n[13s] AGENT: Hello? Which material do you need?   (हॅलो? कौनसा मटेरियल चाहिए आपको?)\n[15s] CUSTOMER: Steel plate of 550 grade.   (स्टील प्लेट फाइव फिफ्टी ग्रेड का।)\n[17s] AGENT: Huh?   (हां?)\n[17s] CUSTOMER: Steel plate of 550 grade.   (स्टील प्लेट फाइव फिफ्टी ग्रेड का।)\n[19s] AGENT: What is the quantity?   (कितना क्वांटिटी है?)\n[20s] CUSTOMER: Twenty-five MT [inaudible]   (ट्वेंटी फाइव एम टी [inaudible])\n[21s] AGENT: Your voice is breaking, sir. Hello?   (आवाज ब्रेक हो रही है सर आपकी। हॅलो?)\n[23s] CUSTOMER: Is my voice audible, sir?   (क्या आवाज आ रहा है सर?)\n[24s] AGENT: Yes?   (जी?)\n[24s] CUSTOMER: Yes sir.   (जी सर।)\n[25s] AGENT: Mister Harsh? Arshdeep ji, your voice is breaking. Hello?   (मिस्टर हर्ष? अर्शदीप जी आपकी आवाज ब्रेक हो रही है। हॅलो?)\n[28s] CUSTOMER: Is it coming now?   (अभी आ रहा है ना?)\n[29s] AGENT: Wait, I will call you from my official number.   (रुको मैं आपको कॉल करता हूं मेरे ऑफिशियल नंबर से।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "noisy: The customer's audio is extremely choppy and breaks up throughout the call, making their side very difficult to transcribe.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 turns, clean transcript (6% 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When a call has a poor connection, prioritize confirming the most critical details (product, quantity, location) immediately before the line drops.",
  "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 contacted a customer regarding a portal inquiry for 25 MT of 550-grade steel plate. The agent confirmed the product and quantity, but the call suffered from poor audio quality. The conversation ended with the agent promising to call back from a different number to resolve the connection issue.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your company was registered on the portal, sir. You have created an inquiry in the system.\", \"comment\": \"The agent correctly opened by referencing the customer's action on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Which material do you need? ... What is the quantity?\", \"comment\": \"Agent only revalidated product/grade and quantity (2/5) before the call was aborted due to a technical issue.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the call ended due to poor line quality.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any pricing or timeline could be discussed or committed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am Sudip speaking from JSW One, Jindal Steel.\", \"comment\": \"The agent did not pitch any unnecessary products or services; the call was focused on the inquiry.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a call has a poor connection, prioritize confirming the most critical details (product, quantity, location) immediately before the line drops.\", \"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\": [], \"call_summary\": \"The agent contacted a customer regarding a portal inquiry for 25 MT of 550-grade steel plate. The agent confirmed the product and quantity, but the call suffered from poor audio quality. The conversation ended with the agent promising to call back from a different number to resolve the connection issue.\"}",
  "error": null,
  "latency_ms": 31282,
  "input_tokens": 3121,
  "output_tokens": 648,
  "created_at": "2026-09-25 10:54:29",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.634,
  "agent_talk_sec": 16.6,
  "customer_talk_sec": 9.6,
  "dead_air_sec": 46.8,
  "longest_monologue_sec": 4.6,
  "agent_wpm": 245.8,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 9,
  "words_agent": 68,
  "words_customer": 31,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912830811",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 3.88,
      "text_en": "Hello, Mahamanyu Security Services.",
      "text_native": "हॅलो, महामन्यु सिक्युरिटी सर्विसेस"
    },
    {
      "ucid": "21112178912830811",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.6,
      "end_s": 6.98,
      "text_en": "I am Sudip speaking from JSW One, Jindal Steel.",
      "text_native": "सुदीप बोल रहा हूं जेएसडब्ल्यू वन से, जिंदाल स्टील।"
    },
    {
      "ucid": "21112178912830811",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.06,
      "end_s": 7.36,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178912830811",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.54,
      "end_s": 12.1,
      "text_en": "Your company was registered on the portal, sir. You have created an inquiry in the system. So, you needed material in grading, sir?",
      "text_native": "ये आपकी कंपनी रजिस्टर्ड हुई थी सर पोर्टल पर। आपने एक इंक्वायरी बनाई है सिस्टम में। तो ग्रेडिंग में मटेरियल चाहिए था सर आपको?"
    },
    {
      "ucid": "21112178912830811",
      "idx": 4,
      "speaker": "customer",
      "start_s": 12.51,
      "end_s": 12.81,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178912830811",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.9,
      "end_s": 14.4,
      "text_en": "Hello? Which material do you need?",
      "text_native": "हॅलो? कौनसा मटेरियल चाहिए आपको?"
    },
    {
      "ucid": "21112178912830811",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.9,
      "end_s": 16.5,
      "text_en": "Steel plate of 550 grade.",
      "text_native": "स्टील प्लेट फाइव फिफ्टी ग्रेड का।"
    },
    {
      "ucid": "21112178912830811",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.58,
      "end_s": 16.88,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178912830811",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.08,
      "end_s": 18.5,
      "text_en": "Steel plate of 550 grade.",
      "text_native": "स्टील प्लेट फाइव फिफ्टी ग्रेड का।"
    },
    {
      "ucid": "21112178912830811",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.58,
      "end_s": 19.4,
      "text_en": "What is the quantity?",
      "text_native": "कितना क्वांटिटी है?"
    },
    {
      "ucid": "21112178912830811",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.7,
      "end_s": 21.4,
      "text_en": "Twenty-five MT [inaudible]",
      "text_native": "ट्वेंटी फाइव एम टी [inaudible]"
    },
    {
      "ucid": "21112178912830811",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.4,
      "end_s": 22.9,
      "text_en": "Your voice is breaking, sir. Hello?",
      "text_native": "आवाज ब्रेक हो रही है सर आपकी। हॅलो?"
    },
    {
      "ucid": "21112178912830811",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 23.8,
      "text_en": "Is my voice audible, sir?",
      "text_native": "क्या आवाज आ रहा है सर?"
    },
    {
      "ucid": "21112178912830811",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 24.0,
      "text_en": "Yes?",
      "text_native": "जी?"
    },
    {
      "ucid": "21112178912830811",
      "idx": 14,
      "speaker": "customer",
      "start_s": 24.4,
      "end_s": 24.8,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178912830811",
      "idx": 15,
      "speaker": "agent",
      "start_s": 25.3,
      "end_s": 28.1,
      "text_en": "Mister Harsh? Arshdeep ji, your voice is breaking. Hello?",
      "text_native": "मिस्टर हर्ष? अर्शदीप जी आपकी आवाज ब्रेक हो रही है। हॅलो?"
    },
    {
      "ucid": "21112178912830811",
      "idx": 16,
      "speaker": "customer",
      "start_s": 28.2,
      "end_s": 28.9,
      "text_en": "Is it coming now?",
      "text_native": "अभी आ रहा है ना?"
    },
    {
      "ucid": "21112178912830811",
      "idx": 17,
      "speaker": "agent",
      "start_s": 29.1,
      "end_s": 31.6,
      "text_en": "Wait, I will call you from my official number.",
      "text_native": "रुको मैं आपको कॉल करता हूं मेरे ऑफिशियल नंबर से।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912830811",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Your company was registered on the portal, sir. You have created an inquiry in the system.",
      "comment": "The agent correctly opened by referencing the customer's action on the platform."
    },
    {
      "ucid": "21112178912830811",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "Which material do you need? ... What is the quantity?",
      "comment": "Agent only revalidated product/grade and quantity (2/5) before the call was aborted due to a technical issue."
    },
    {
      "ucid": "21112178912830811",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked before the call ended due to poor line quality."
    },
    {
      "ucid": "21112178912830811",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any pricing or timeline could be discussed or committed."
    },
    {
      "ucid": "21112178912830811",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I am Sudip speaking from JSW One, Jindal Steel.",
      "comment": "The agent did not pitch any unnecessary products or services; the call was focused on the inquiry."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}