{
  "ucid": "21112178913039321",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 18:09:53",
  "end_time": "2026-09-11 18:11:13",
  "duration_sec": 80,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc9a36e2ff7c818a242dda580a8111e3c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 150,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178913039321__DIAc9a36e2ff7c818a242dda580a8111e3c.mp3",
  "audio_bytes": 126792,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 42.264,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?   (हॅलो?)\n[3s] AGENT: Hello?   (हॅलो?)\n[5s] CUSTOMER: Hello?   (हॅलो?)\n[6s] AGENT: Hello. Hello.   (हॅलो. हॅलो.)\n[7s] CUSTOMER: Hello?   (हॅलो?)\n[8s] AGENT: Hello?   (हॅलो?)\n[9s] AGENT: Uh yes sir, good evening. This is Karthik from JSW One.   (अह हां जी सर, गुड इवनिंग। कार्तिक है दिस साइड फ्रॉम जेएसडब्ल्यू वन।)\n[12s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[12s] AGENT: Uh sir, do you have any requirement for sheet metal in HR grade right now?   (अह सर आपका अभी कुछ शीट मेटल में रिक्वायरमेंट है एचआर ग्रेड का?)\n[16s] CUSTOMER: Yes sir.   (हां सर।)\n[16s] AGENT: Yes sir?   (हां जी सर?)\n[17s] CUSTOMER: Yes yes sir, tell me.   (हां हां सर, बोलिए।)\n[18s] AGENT: Okay. So sir, what are the sizes and all? Because we have our own go-down.   (अच्छा। तो सर आप साइजेस वगेरा क्या है? क्योंकि अपना खुद का गोडाउन है।)\n[22s] CUSTOMER: Yes sir.   (हां सर।)\n[22s] AGENT: We keep it in Gandhidham, we keep it in Ahmedabad.   (गांधीधाम में रखते हैं, अहमदाबाद में रखते हैं।)\n[24s] AGENT: So you give the sizes and all, you will get competitive pricing from the market.   (तो आप साइज वगेरा दीजिए, कॉम्पिटिटिव प्राइसिंग मिल जाएगा आपको मार्केट से।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side, but it does not affect transcription.",
  "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": "You need to follow the call structure: after opening, provide a value hook to earn the customer's attention *before* asking discovery questions and qualifying for a requirement.",
  "usp_relevance": "mismatched",
  "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": "Agent mentioned available stock in Gandhidham and Ahmedabad.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted the customer to inquire about requirements for HR grade sheet metal. The customer confirmed they have a current need. The agent mentioned having stock in Gandhidham and Ahmedabad and asked for the required sizes to provide a competitive price, but the call ended before the customer could respond. No next steps were set.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yes sir, good evening. This is Karthik from JSW One.\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak, which is a key part of this step's intent.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement for sheet metal in HR grade right now?\", \"comment\": \"The agent led with a direct question about requirements instead of a value-based hook. He then mentioned both availability and price, violating the 'one benefit' rule.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, procurement, or applications; he went straight to qualification.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Because we have our own go-down... you will get competitive pricing from the market.\", \"comment\": \"The agent mentioned USPs (availability, price) but they were not selected based on any discovered customer needs, as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So sir, what are the sizes and all?\", \"comment\": \"While the agent asked if a requirement exists and attempted to get sizes, he failed to capture any specific details (grade, thickness, width, qty) before the call ended.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without any discussion or commitment to a next step like sending a quote or scheduling a callback.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"You need to follow the call structure: after opening, provide a value hook to earn the customer's attention *before* asking discovery questions and qualifying for a requirement.\", \"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\": \"Agent mentioned available stock in Gandhidham and Ahmedabad.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted the customer to inquire about requirements for HR grade sheet metal. The customer confirmed they have a current need. The agent mentioned having stock in Gandhidham and Ahmedabad and asked for the required sizes to provide a competitive price, but the call ended before the customer could respond. No next steps were set.\"}",
  "error": null,
  "latency_ms": 26977,
  "input_tokens": 2959,
  "output_tokens": 813,
  "created_at": "2026-09-25 10:53:48",
  "sentiment": "positive",
  "sentiment_score": 0.667,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.814,
  "agent_talk_sec": 14.9,
  "customer_talk_sec": 3.4,
  "dead_air_sec": 61.7,
  "longest_monologue_sec": 4.6,
  "agent_wpm": 294.0,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 73,
  "words_customer": 15,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178913039321",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.66,
      "end_s": 2.2,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178913039321",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.2,
      "end_s": 3.63,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178913039321",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.7,
      "end_s": 5.13,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178913039321",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.6,
      "end_s": 6.5,
      "text_en": "Hello. Hello.",
      "text_native": "हॅलो. हॅलो."
    },
    {
      "ucid": "21112178913039321",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.2,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178913039321",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 8.0,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178913039321",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.58,
      "end_s": 11.2,
      "text_en": "Uh yes sir, good evening. This is Karthik from JSW One.",
      "text_native": "अह हां जी सर, गुड इवनिंग। कार्तिक है दिस साइड फ्रॉम जेएसडब्ल्यू वन।"
    },
    {
      "ucid": "21112178913039321",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.6,
      "end_s": 12.1,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178913039321",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 15.2,
      "text_en": "Uh sir, do you have any requirement for sheet metal in HR grade right now?",
      "text_native": "अह सर आपका अभी कुछ शीट मेटल में रिक्वायरमेंट है एचआर ग्रेड का?"
    },
    {
      "ucid": "21112178913039321",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 16.0,
      "text_en": "Yes sir.",
      "text_native": "हां सर।"
    },
    {
      "ucid": "21112178913039321",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 17.0,
      "text_en": "Yes sir?",
      "text_native": "हां जी सर?"
    },
    {
      "ucid": "21112178913039321",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.4,
      "end_s": 18.2,
      "text_en": "Yes yes sir, tell me.",
      "text_native": "हां हां सर, बोलिए।"
    },
    {
      "ucid": "21112178913039321",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 21.3,
      "text_en": "Okay. So sir, what are the sizes and all? Because we have our own go-down.",
      "text_native": "अच्छा। तो सर आप साइजेस वगेरा क्या है? क्योंकि अपना खुद का गोडाउन है।"
    },
    {
      "ucid": "21112178913039321",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.5,
      "end_s": 21.8,
      "text_en": "Yes sir.",
      "text_native": "हां सर।"
    },
    {
      "ucid": "21112178913039321",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 23.9,
      "text_en": "We keep it in Gandhidham, we keep it in Ahmedabad.",
      "text_native": "गांधीधाम में रखते हैं, अहमदाबाद में रखते हैं।"
    },
    {
      "ucid": "21112178913039321",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 27.2,
      "text_en": "So you give the sizes and all, you will get competitive pricing from the market.",
      "text_native": "तो आप साइज वगेरा दीजिए, कॉम्पिटिटिव प्राइसिंग मिल जाएगा आपको मार्केट से।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178913039321",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh yes sir, good evening. This is Karthik from JSW One.",
      "comment": "The agent identified himself and the company but failed to ask for permission to speak, which is a key part of this step's intent."
    },
    {
      "ucid": "21112178913039321",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, do you have any requirement for sheet metal in HR grade right now?",
      "comment": "The agent led with a direct question about requirements instead of a value-based hook. He then mentioned both availability and price, violating the 'one benefit' rule."
    },
    {
      "ucid": "21112178913039321",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business, procurement, or applications; he went straight to qualification."
    },
    {
      "ucid": "21112178913039321",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Because we have our own go-down... you will get competitive pricing from the market.",
      "comment": "The agent mentioned USPs (availability, price) but they were not selected based on any discovered customer needs, as no discovery was done."
    },
    {
      "ucid": "21112178913039321",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So sir, what are the sizes and all?",
      "comment": "While the agent asked if a requirement exists and attempted to get sizes, he failed to capture any specific details (grade, thickness, width, qty) before the call ended."
    },
    {
      "ucid": "21112178913039321",
      "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 without any discussion or commitment to a next step like sending a quote or scheduling a callback."
    }
  ],
  "objections": [],
  "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": []
}