{
  "ucid": "21112178945130391",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 11:18:23",
  "end_time": "2026-09-15 11:19:06",
  "duration_sec": 43,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "No_requirement",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA619859218a362d9dd9b6201e5a3bf344.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 118,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945130391__DIA619859218a362d9dd9b6201e5a3bf344.mp3",
  "audio_bytes": 80568,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 26.856,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Uh, is Pankaj sir speaking?   (अह पंकज सर बात कर रहे?)\n[3s] CUSTOMER: Yes, it's him.   (हां, वही है।)\n[4s] AGENT: Sir, Anukriti speaking from JSW One.   (सर अनुकृति बात कर रही हूं JSW One से।)\n[6s] CUSTOMER: Okay.\n[7s] AGENT: Your account was registered on our portal, sir, so I wanted to know if there is any requirement.   (आपका account registered था हमारे portal पे सर, तो कोई requirement है क्या जानना था।)\n[11s] CUSTOMER: No, not right now. When there is, I will...   (नहीं अभी नहीं है। जब होगा तब मैं...)\n[14s] AGENT: Okay sir. I'll keep a WhatsApp message for you. When you have one, you can let me know.   (ठीक है सर। मैं आपको WhatsApp करके रखती हूं। जब रहेगा आप मुझे बता दो।)\n[18s] CUSTOMER: Okay.   (ठीक।)\n[19s] AGENT: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: The customer's sentence at 11.3s is cut off mid-thought.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer says they have no current requirement, use the call to complete basic discovery (NR2, NR3) to understand their business for future follow-ups.",
  "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 called a newly registered user to inquire about material requirements. The customer, Pankaj, stated he had no need at the moment. The agent offered to send a WhatsApp message and asked the customer to get in touch when a requirement arises, then ended the call without conducting any discovery.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, Anukriti speaking from JSW One. Your account was registered on our portal, sir...\", \"comment\": \"The agent provided a standard introduction and context for the call based on the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the customer's name but did not ask about their company, procurement city, or decision-making role.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked a generic requirement question but did not attempt any of the specific discovery questions about business type, volume, or brands.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's benefits, such as transparent pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After the customer stated no current need, the agent did not attempt to schedule a specific callback date for a future check-in.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a confirmed next step; the agent only offered to send a WhatsApp and wait for the customer to reach out.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, use the call to complete basic discovery (NR2, NR3) to understand their business for future follow-ups.\", \"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 called a newly registered user to inquire about material requirements. The customer, Pankaj, stated he had no need at the moment. The agent offered to send a WhatsApp message and asked the customer to get in touch when a requirement arises, then ended the call without conducting any discovery.\"}",
  "error": null,
  "latency_ms": 25814,
  "input_tokens": 2872,
  "output_tokens": 730,
  "created_at": "2026-09-25 10:51:13",
  "sentiment": "neutral",
  "sentiment_score": -0.1,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 1,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.736,
  "agent_talk_sec": 10.9,
  "customer_talk_sec": 3.9,
  "dead_air_sec": 28.2,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 269.7,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 49,
  "words_customer": 15,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178945130391",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178945130391",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.68,
      "end_s": 3.1,
      "text_en": "Uh, is Pankaj sir speaking?",
      "text_native": "अह पंकज सर बात कर रहे?"
    },
    {
      "ucid": "21112178945130391",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.3,
      "end_s": 3.94,
      "text_en": "Yes, it's him.",
      "text_native": "हां, वही है।"
    },
    {
      "ucid": "21112178945130391",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 6.0,
      "text_en": "Sir, Anukriti speaking from JSW One.",
      "text_native": "सर अनुकृति बात कर रही हूं JSW One से।"
    },
    {
      "ucid": "21112178945130391",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.43,
      "end_s": 6.83,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178945130391",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.1,
      "end_s": 10.8,
      "text_en": "Your account was registered on our portal, sir, so I wanted to know if there is any requirement.",
      "text_native": "आपका account registered था हमारे portal पे सर, तो कोई requirement है क्या जानना था।"
    },
    {
      "ucid": "21112178945130391",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 13.5,
      "text_en": "No, not right now. When there is, I will...",
      "text_native": "नहीं अभी नहीं है। जब होगा तब मैं..."
    },
    {
      "ucid": "21112178945130391",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 17.2,
      "text_en": "Okay sir. I'll keep a WhatsApp message for you. When you have one, you can let me know.",
      "text_native": "ठीक है सर। मैं आपको WhatsApp करके रखती हूं। जब रहेगा आप मुझे बता दो।"
    },
    {
      "ucid": "21112178945130391",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.7,
      "end_s": 18.0,
      "text_en": "Okay.",
      "text_native": "ठीक।"
    },
    {
      "ucid": "21112178945130391",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.6,
      "end_s": 19.0,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178945130391",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, Anukriti speaking from JSW One. Your account was registered on our portal, sir...",
      "comment": "The agent provided a standard introduction and context for the call based on the customer's registration."
    },
    {
      "ucid": "21112178945130391",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only verified the customer's name but did not ask about their company, procurement city, or decision-making role."
    },
    {
      "ucid": "21112178945130391",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked a generic requirement question but did not attempt any of the specific discovery questions about business type, volume, or brands."
    },
    {
      "ucid": "21112178945130391",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain any of the platform's benefits, such as transparent pricing or test certificates."
    },
    {
      "ucid": "21112178945130391",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "After the customer stated no current need, the agent did not attempt to schedule a specific callback date for a future check-in."
    },
    {
      "ucid": "21112178945130391",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without a confirmed next step; the agent only offered to send a WhatsApp and wait for the customer to reach out."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}