{
  "ucid": "21112178944791231",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 10:21:52",
  "end_time": "2026-09-15 10:23:14",
  "duration_sec": 82,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa91962ca6ff5dcd8a93c39129aeee728.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 142,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178944791231__DIAa91962ca6ff5dcd8a93c39129aeee728.mp3",
  "audio_bytes": 195480,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 65.16,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello   (हेलो)\n[1s] AGENT: Aadish?   (आदिश?)\n[2s] CUSTOMER: Uh Malik Traders   (अह मलिक ट्रेडर्स)\n[3s] AGENT: Yes   (जी)\n[4s] AGENT: Uh I am calling from JSW One, JSW Steel Works.   (अह JSW One से बात कर रहा हूं मैं, JSW Steel Works.)\n[6s] CUSTOMER: Yes, tell me.   (जी बोलिए)\n[7s] AGENT: Uh sir, you had created an inquiry on our portal last night for data sheets.   (अह सर आपने एक inquiry बनाई थी हमारे portal पे कल रात को for data sheets.)\n[12s] AGENT: I needed that same understanding, how many total sheets do you need? Do you need fifteen sheets in sixteen fifteen hundred?   (मुझे थोड़ा वही understanding चाहिए था, आपको total कितनी sheets चाहिए? पंद्रह sheet चाहिए क्या सोलह पंद्रह सौ में?)\n[17s] CUSTOMER: No, I need it in a mix of eight, ten, twelve, sixteen, twenty, twenty-five, thirty-five.   (नहीं, वो मुझे mix में चाहिए आठ, दस, बारह, सोलह, बीस, पच्चीस, पैंतीस.)\n[23s] AGENT: Okay.   (अच्छा)\n[24s] CUSTOMER: That rate, the rate was not showing up in it.   (वो rate, rate उसमें आ नहीं रहे थे.)\n[26s] AGENT: Sir, rates won't be available online. Rates completely depend on your quantity and on the location.   (सर rates online नहीं आएंगे, rates completely आपकी quantity के ऊपर depend करता है और location के ऊपर.)\n[31s] AGENT: So I'll do one thing, I'll send you a 'hi' on WhatsApp. You give me your exact requirement. On that basis, I will get the rates from the system and give them to you.   (तो मैं एक काम करता हूं, मैं आपको WhatsApp पे hi डालता हूं। आप मुझे आपकी exact requirement दीजिए। मैं उसके basis पे आपको system से rates निकाल के देता हूं।)\n[37s] CUSTOMER: Okay, so where are you calling from?   (अच्छा, तो आप कहां से बोल रहे हैं?)\n[39s] AGENT: I am from Bombay.   (मैं Bombay से।)\n[40s] CUSTOMER: Okay, from Bombay.   (अच्छा Bombay से।)\n[41s] AGENT: From BKC, JSW Steel.   (BKC से, JSW Steel.)\n[43s] CUSTOMER: Okay.   (ठीक है।)\n[43s] AGENT: Right? I have sent you a 'hi' on WhatsApp. You check it and revert.   (है ना? मैंने आपको WhatsApp पे hi डाला है। आप उसको check करके revert।)\n[47s] CUSTOMER: Okay.   (ठीक है।)\n[47s] AGENT: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: No significant audio issues.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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": "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": "You successfully opened the call, but immediately moved to WhatsApp without asking any discovery questions to understand the customer's business or full requirement.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, from Malik Traders, called to follow up on a portal inquiry for sheets, noting that prices were not visible. They require a mix of several thicknesses. The agent explained that prices depend on quantity and location, then moved the conversation to WhatsApp to get the exact requirement and provide a quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, you had created an inquiry on our portal last night for data sheets.\", \"comment\": \"Agent correctly referenced the customer's portal submission at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"how many total sheets do you need? Do you need fifteen sheets in sixteen fifteen hundred?\", \"comment\": \"Agent only attempted to validate quantity and size, but missed delivery location and timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, usage, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent committed to providing a price via WhatsApp but failed to state a specific timeline for the revert.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll send you a 'hi' on WhatsApp. You give me your exact requirement. I will get the rates from the system and give them to you.\", \"comment\": \"Agent did not unnecessarily re-pitch the product portfolio, correctly moving to the next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You successfully opened the call, but immediately moved to WhatsApp without asking any discovery questions to understand the customer's business or full requirement.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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 customer, from Malik Traders, called to follow up on a portal inquiry for sheets, noting that prices were not visible. They require a mix of several thicknesses. The agent explained that prices depend on quantity and location, then moved the conversation to WhatsApp to get the exact requirement and provide a quote.\"}",
  "error": null,
  "latency_ms": 28427,
  "input_tokens": 3294,
  "output_tokens": 671,
  "created_at": "2026-09-25 10:53:21",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.718,
  "agent_talk_sec": 30.0,
  "customer_talk_sec": 11.8,
  "dead_air_sec": 40.2,
  "longest_monologue_sec": 11.1,
  "agent_wpm": 248.0,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 9,
  "discovery_qs": 4,
  "words_agent": 124,
  "words_customer": 46,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178944791231",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 0.87,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178944791231",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 1.36,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178944791231",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.46,
      "end_s": 1.8,
      "text_en": "Aadish?",
      "text_native": "आदिश?"
    },
    {
      "ucid": "21112178944791231",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.08,
      "end_s": 2.88,
      "text_en": "Uh Malik Traders",
      "text_native": "अह मलिक ट्रेडर्स"
    },
    {
      "ucid": "21112178944791231",
      "idx": 4,
      "speaker": "agent",
      "start_s": 2.99,
      "end_s": 3.29,
      "text_en": "Yes",
      "text_native": "जी"
    },
    {
      "ucid": "21112178944791231",
      "idx": 5,
      "speaker": "agent",
      "start_s": 3.56,
      "end_s": 5.86,
      "text_en": "Uh I am calling from JSW One, JSW Steel Works.",
      "text_native": "अह JSW One से बात कर रहा हूं मैं, JSW Steel Works."
    },
    {
      "ucid": "21112178944791231",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.06,
      "end_s": 6.58,
      "text_en": "Yes, tell me.",
      "text_native": "जी बोलिए"
    },
    {
      "ucid": "21112178944791231",
      "idx": 7,
      "speaker": "agent",
      "start_s": 6.78,
      "end_s": 11.24,
      "text_en": "Uh sir, you had created an inquiry on our portal last night for data sheets.",
      "text_native": "अह सर आपने एक inquiry बनाई थी हमारे portal पे कल रात को for data sheets."
    },
    {
      "ucid": "21112178944791231",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.56,
      "end_s": 16.5,
      "text_en": "I needed that same understanding, how many total sheets do you need? Do you need fifteen sheets in sixteen fifteen hundred?",
      "text_native": "मुझे थोड़ा वही understanding चाहिए था, आपको total कितनी sheets चाहिए? पंद्रह sheet चाहिए क्या सोलह पंद्रह सौ में?"
    },
    {
      "ucid": "21112178944791231",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.7,
      "end_s": 22.04,
      "text_en": "No, I need it in a mix of eight, ten, twelve, sixteen, twenty, twenty-five, thirty-five.",
      "text_native": "नहीं, वो मुझे mix में चाहिए आठ, दस, बारह, सोलह, बीस, पच्चीस, पैंतीस."
    },
    {
      "ucid": "21112178944791231",
      "idx": 10,
      "speaker": "agent",
      "start_s": 22.56,
      "end_s": 22.86,
      "text_en": "Okay.",
      "text_native": "अच्छा"
    },
    {
      "ucid": "21112178944791231",
      "idx": 11,
      "speaker": "customer",
      "start_s": 23.8,
      "end_s": 25.28,
      "text_en": "That rate, the rate was not showing up in it.",
      "text_native": "वो rate, rate उसमें आ नहीं रहे थे."
    },
    {
      "ucid": "21112178944791231",
      "idx": 12,
      "speaker": "agent",
      "start_s": 25.54,
      "end_s": 30.58,
      "text_en": "Sir, rates won't be available online. Rates completely depend on your quantity and on the location.",
      "text_native": "सर rates online नहीं आएंगे, rates completely आपकी quantity के ऊपर depend करता है और location के ऊपर."
    },
    {
      "ucid": "21112178944791231",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.82,
      "end_s": 36.88,
      "text_en": "So I'll do one thing, I'll send you a 'hi' on WhatsApp. You give me your exact requirement. On that basis, I will get the rates from the system and give them to you.",
      "text_native": "तो मैं एक काम करता हूं, मैं आपको WhatsApp पे hi डालता हूं। आप मुझे आपकी exact requirement दीजिए। मैं उसके basis पे आपको system से rates निकाल के देता हूं।"
    },
    {
      "ucid": "21112178944791231",
      "idx": 14,
      "speaker": "customer",
      "start_s": 37.2,
      "end_s": 38.88,
      "text_en": "Okay, so where are you calling from?",
      "text_native": "अच्छा, तो आप कहां से बोल रहे हैं?"
    },
    {
      "ucid": "21112178944791231",
      "idx": 15,
      "speaker": "agent",
      "start_s": 39.04,
      "end_s": 40.18,
      "text_en": "I am from Bombay.",
      "text_native": "मैं Bombay से।"
    },
    {
      "ucid": "21112178944791231",
      "idx": 16,
      "speaker": "customer",
      "start_s": 40.2,
      "end_s": 40.8,
      "text_en": "Okay, from Bombay.",
      "text_native": "अच्छा Bombay से।"
    },
    {
      "ucid": "21112178944791231",
      "idx": 17,
      "speaker": "agent",
      "start_s": 40.8,
      "end_s": 41.88,
      "text_en": "From BKC, JSW Steel.",
      "text_native": "BKC से, JSW Steel."
    },
    {
      "ucid": "21112178944791231",
      "idx": 18,
      "speaker": "customer",
      "start_s": 42.52,
      "end_s": 42.88,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178944791231",
      "idx": 19,
      "speaker": "agent",
      "start_s": 43.08,
      "end_s": 46.28,
      "text_en": "Right? I have sent you a 'hi' on WhatsApp. You check it and revert.",
      "text_native": "है ना? मैंने आपको WhatsApp पे hi डाला है। आप उसको check करके revert।"
    },
    {
      "ucid": "21112178944791231",
      "idx": 20,
      "speaker": "customer",
      "start_s": 46.54,
      "end_s": 47.04,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178944791231",
      "idx": 21,
      "speaker": "agent",
      "start_s": 47.34,
      "end_s": 47.84,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178944791231",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, you had created an inquiry on our portal last night for data sheets.",
      "comment": "Agent correctly referenced the customer's portal submission at the start of the call."
    },
    {
      "ucid": "21112178944791231",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "how many total sheets do you need? Do you need fifteen sheets in sixteen fifteen hundred?",
      "comment": "Agent only attempted to validate quantity and size, but missed delivery location and timeline."
    },
    {
      "ucid": "21112178944791231",
      "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 to understand the customer's business, usage, or procurement habits."
    },
    {
      "ucid": "21112178944791231",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent committed to providing a price via WhatsApp but failed to state a specific timeline for the revert."
    },
    {
      "ucid": "21112178944791231",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll send you a 'hi' on WhatsApp. You give me your exact requirement. I will get the rates from the system and give them to you.",
      "comment": "Agent did not unnecessarily re-pitch the product portfolio, correctly moving to the next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}