{
  "ucid": "21112178945301511",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 11:46:55",
  "end_time": "2026-09-15 11:47:45",
  "duration_sec": 50,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5104423bf1afe402ec856e99e3ddc967.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 101,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945301511__DIA5104423bf1afe402ec856e99e3ddc967.mp3",
  "audio_bytes": 84024,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 28.008,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes, speak.   (हाँ बोलिए।)\n[2s] AGENT: Sir, I am speaking from JSW One.   (सर JSW One से बात कर रहा हूँ मैं।)\n[4s] CUSTOMER: Yes sir.   (हाँ सर।)\n[4s] AGENT: I am speaking regarding MSME in this.   (MSME के लिए इसमें बात हो रही है मेरी।)\n[6s] CUSTOMER: Yes, yes.   (हाँ हाँ।)\n[6s] AGENT: Sir, are you looking for any requirement in sheet metals etc. right now?   (सर कुछ रिक्वायरमेंट में देख रहे है शीट मेटल्स वगेरा में अभी?)\n[9s] CUSTOMER: No no sir, right now there is nothing, my work is slow right now, there is nothing right now.   (नहीं नहीं सर अभी अभी कुछ नहीं है, काम ठंडा है मेरा अभी, कुछ नहीं है अभी।)\n[12s] AGENT: Okay sir, I will make a follow-up call at the month end. If there is anything, please let me know.   (ठीक है ना सर, एक बार मंथ एंड में फॉलो अप कॉल करता हूँ। कुछ रहेगा तो बताइएगा।)\n[15s] CUSTOMER: Correct.   (बराबर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the agent's side, but the primary conversation is audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You skipped the hook and discovery steps entirely; you must first build interest and understand the customer's business before asking if they have a requirement.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted the customer to inquire about sheet metal requirements. The customer stated they have no current need because their business is slow. The agent successfully scheduled a follow-up call for the end of the month, which the customer accepted.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified JSW One but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead moving directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions to understand the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, are you looking for any requirement in sheet metals etc. right now?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay sir, I will make a follow-up call at the month end.\", \"comment\": \"The agent established a clear next step with a specific callback time ('month end') after the customer stated no current need.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the hook and discovery steps entirely; you must first build interest and understand the customer's business before asking if they have 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\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted the customer to inquire about sheet metal requirements. The customer stated they have no current need because their business is slow. The agent successfully scheduled a follow-up call for the end of the month, which the customer accepted.\"}",
  "error": null,
  "latency_ms": 23206,
  "input_tokens": 2835,
  "output_tokens": 691,
  "created_at": "2026-09-25 10:49:55",
  "sentiment": "neutral",
  "sentiment_score": 0.064,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 1,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.608,
  "agent_talk_sec": 7.9,
  "customer_talk_sec": 5.1,
  "dead_air_sec": 37.0,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 372.2,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 49,
  "words_customer": 27,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945301511",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.47,
      "end_s": 1.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178945301511",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.61,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178945301511",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.8,
      "end_s": 2.25,
      "text_en": "Yes, speak.",
      "text_native": "हाँ बोलिए।"
    },
    {
      "ucid": "21112178945301511",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.38,
      "end_s": 3.8,
      "text_en": "Sir, I am speaking from JSW One.",
      "text_native": "सर JSW One से बात कर रहा हूँ मैं।"
    },
    {
      "ucid": "21112178945301511",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.38,
      "text_en": "Yes sir.",
      "text_native": "हाँ सर।"
    },
    {
      "ucid": "21112178945301511",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.41,
      "end_s": 5.58,
      "text_en": "I am speaking regarding MSME in this.",
      "text_native": "MSME के लिए इसमें बात हो रही है मेरी।"
    },
    {
      "ucid": "21112178945301511",
      "idx": 6,
      "speaker": "customer",
      "start_s": 5.61,
      "end_s": 6.0,
      "text_en": "Yes, yes.",
      "text_native": "हाँ हाँ।"
    },
    {
      "ucid": "21112178945301511",
      "idx": 7,
      "speaker": "agent",
      "start_s": 6.27,
      "end_s": 8.48,
      "text_en": "Sir, are you looking for any requirement in sheet metals etc. right now?",
      "text_native": "सर कुछ रिक्वायरमेंट में देख रहे है शीट मेटल्स वगेरा में अभी?"
    },
    {
      "ucid": "21112178945301511",
      "idx": 8,
      "speaker": "customer",
      "start_s": 8.51,
      "end_s": 11.4,
      "text_en": "No no sir, right now there is nothing, my work is slow right now, there is nothing right now.",
      "text_native": "नहीं नहीं सर अभी अभी कुछ नहीं है, काम ठंडा है मेरा अभी, कुछ नहीं है अभी।"
    },
    {
      "ucid": "21112178945301511",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.8,
      "end_s": 14.5,
      "text_en": "Okay sir, I will make a follow-up call at the month end. If there is anything, please let me know.",
      "text_native": "ठीक है ना सर, एक बार मंथ एंड में फॉलो अप कॉल करता हूँ। कुछ रहेगा तो बताइएगा।"
    },
    {
      "ucid": "21112178945301511",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 15.1,
      "text_en": "Correct.",
      "text_native": "बराबर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945301511",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified JSW One but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178945301511",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, instead moving directly to a qualification question."
    },
    {
      "ucid": "21112178945301511",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any discovery questions to understand the customer's business, volume, or suppliers."
    },
    {
      "ucid": "21112178945301511",
      "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 performed, and consequently no USPs were pitched."
    },
    {
      "ucid": "21112178945301511",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, are you looking for any requirement in sheet metals etc. right now?",
      "comment": "The agent successfully asked if the customer had a current requirement."
    },
    {
      "ucid": "21112178945301511",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay sir, I will make a follow-up call at the month end.",
      "comment": "The agent established a clear next step with a specific callback time ('month end') after the customer stated no current need."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}