{
  "ucid": "21112178945646881",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 12:44:28",
  "end_time": "2026-09-15 12:45:11",
  "duration_sec": 43,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6c491ecaac7487b796dbc6be484ac397.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 87,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945646881__DIA6c491ecaac7487b796dbc6be484ac397.mp3",
  "audio_bytes": 79488,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 26.496,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[3s] AGENT: Hello   (हॅलो)\n[4s] CUSTOMER: Yes?   (हां जी?)\n[4s] AGENT: Yes, Garwal ji, namaste.   (हां गरवाल जी नमस्ते।)\n[6s] CUSTOMER: Namaste.   (नमस्ते।)\n[7s] AGENT: Rohit was speaking, from JSW One, from Mumbai.   (रोहित बात कर रहा था JSW One से, फ्रॉम मुंबई।)\n[9s] CUSTOMER: From where?   (कहां से?)\n[10s] AGENT: From Mumbai.   (फ्रॉम मुंबई।)\n[12s] CUSTOMER: From Mumbai, you mean.   (मुंबई से मतलब।)\n[13s] AGENT: I saw your company, Ghaziabad Ispat Udyog.   (ये गाजियाबाद इस्पात उद्योग करके आपकी कंपनी दिखी।)\n[15s] CUSTOMER: Yes.   (हां जी।)\n[16s] AGENT: Do you have any requirement in HR right now?   (अभी कुछ रिक्वायरमेंट है एचआर में?)\n[18s] CUSTOMER: No, no, no, no requirement.   (नहीं नहीं नहीं, कोई रिक्वायरमेंट नहीं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "13 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You missed the critical first steps of the pitch: asking for permission and giving the customer a reason to listen (the hook). Jumping straight to 'do you have a requirement?' often leads to an immediate 'no' and ends the call, as it did here.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 introduced themself and the company but skipped asking for permission and providing a hook. They immediately asked if the customer had a requirement for HR coil. The customer stated they had no requirement, and the call ended without the agent attempting to probe further or set a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and customer but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook or reason for the call, jumping straight to a question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in HR right now?\", \"comment\": \"Agent successfully asked for a current requirement, though it was premature.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step proposed by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the critical first steps of the pitch: asking for permission and giving the customer a reason to listen (the hook). Jumping straight to 'do you have a requirement?' often leads to an immediate 'no' and ends the call, as it did here.\", \"segment_detected\": \"manufacturing\", \"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 introduced themself and the company but skipped asking for permission and providing a hook. They immediately asked if the customer had a requirement for HR coil. The customer stated they had no requirement, and the call ended without the agent attempting to probe further or set a next step.\"}",
  "error": null,
  "latency_ms": 29979,
  "input_tokens": 2818,
  "output_tokens": 673,
  "created_at": "2026-09-25 10:48:55",
  "sentiment": "negative",
  "sentiment_score": -0.523,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 14,
  "lex_hits": 5,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.669,
  "agent_talk_sec": 8.9,
  "customer_talk_sec": 4.4,
  "dead_air_sec": 29.7,
  "longest_monologue_sec": 2.3,
  "agent_wpm": 209.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 7,
  "discovery_qs": 1,
  "words_agent": 31,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945646881",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.43,
      "end_s": 2.0,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178945646881",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 3.32,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178945646881",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.7,
      "end_s": 4.14,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178945646881",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.4,
      "end_s": 5.54,
      "text_en": "Yes, Garwal ji, namaste.",
      "text_native": "हां गरवाल जी नमस्ते।"
    },
    {
      "ucid": "21112178945646881",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.24,
      "text_en": "Namaste.",
      "text_native": "नमस्ते।"
    },
    {
      "ucid": "21112178945646881",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 9.0,
      "text_en": "Rohit was speaking, from JSW One, from Mumbai.",
      "text_native": "रोहित बात कर रहा था JSW One से, फ्रॉम मुंबई।"
    },
    {
      "ucid": "21112178945646881",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 9.8,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178945646881",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 11.0,
      "text_en": "From Mumbai.",
      "text_native": "फ्रॉम मुंबई।"
    },
    {
      "ucid": "21112178945646881",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 12.6,
      "text_en": "From Mumbai, you mean.",
      "text_native": "मुंबई से मतलब।"
    },
    {
      "ucid": "21112178945646881",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.9,
      "end_s": 15.1,
      "text_en": "I saw your company, Ghaziabad Ispat Udyog.",
      "text_native": "ये गाजियाबाद इस्पात उद्योग करके आपकी कंपनी दिखी।"
    },
    {
      "ucid": "21112178945646881",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.3,
      "end_s": 15.6,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178945646881",
      "idx": 11,
      "speaker": "agent",
      "start_s": 15.7,
      "end_s": 17.5,
      "text_en": "Do you have any requirement in HR right now?",
      "text_native": "अभी कुछ रिक्वायरमेंट है एचआर में?"
    },
    {
      "ucid": "21112178945646881",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.1,
      "end_s": 19.5,
      "text_en": "No, no, no, no requirement.",
      "text_native": "नहीं नहीं नहीं, कोई रिक्वायरमेंट नहीं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945646881",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and customer but did not ask for permission to speak."
    },
    {
      "ucid": "21112178945646881",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a hook or reason for the call, jumping straight to a question."
    },
    {
      "ucid": "21112178945646881",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business."
    },
    {
      "ucid": "21112178945646881",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178945646881",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement in HR right now?",
      "comment": "Agent successfully asked for a current requirement, though it was premature."
    },
    {
      "ucid": "21112178945646881",
      "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 with no next step proposed by the agent."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}