{
  "ucid": "21112178946260441",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 14:26:44",
  "end_time": "2026-09-15 14:27:58",
  "duration_sec": 74,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1c3853e0ff355d8ecfbc36befbebb5ec.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 75,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946260441__DIA1c3853e0ff355d8ecfbc36befbebb5ec.mp3",
  "audio_bytes": 162648,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 54.216,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello?   (हेलो?)\n[6s] CUSTOMER: Yes, speak?   (हां बोलो?)\n[7s] AGENT: This is Sarik speaking, sir, from JSW One.   (सारिक ही बात कर रहा हूं सर JSW One से।)\n[9s] CUSTOMER: From where?   (कहां से?)\n[10s] AGENT: From JSW, sir.   (JSW से सर।)\n[11s] AGENT: You registered this Lucky Enterprise, right? You put in a requirement for cement, right?   (आपने ये Lucky Enterprise रजिस्टर किया ना? एक cement का requirement डाला है, है ना?)\n[14s] CUSTOMER: Yes, yes, I had put that just to see. There's nothing in it right now.   (जी जी, वो तो देखने लिए मैंने डाला था। अभी कुछ है नहीं इसमें।)\n[17s] AGENT: Okay.   (अच्छा।)\n[18s] AGENT: Okay, by the way, what do you take in this?   (अच्छा, वैसे क्या लेते हो आप इसमें?)\n[19s] CUSTOMER: [inaudible]\n[20s] AGENT: I was saying, sir, do you usually have a requirement for steel in this?   (मैंने कहा सर वैसे steel का requirement रहता है इसमें आपको?)\n[22s] CUSTOMER: Yes, yes, everything is there, but I had put it just to see if it's coming correctly, really coming, but it's not showing the rate in it.   (हां जी, सब रहता है, but मैंने अभी देखने के लिए दिया था के सही से, सही में आ रहा है but rate नहीं दिखा रहा है उसमे।)\n[26s] AGENT: Okay, yes, by the way, the application doesn't show the rate.   (अच्छा, हां वैसे application में rate नहीं दिखाता।)\n[28s] AGENT: Yes, if you have some requirement or something, you can send it to me once, I will tell you the rates and all after checking.   (हां, कुछ requirement वगेरा है तो आप मुझे डाल देना एक बारी, rates वगेरा मैं बता दूंगा आपको देख के।)\n[32s] CUSTOMER: One minute.   (एक मिनट।)\n[33s] CUSTOMER: Okay, so if any requirement comes, I will send it to you, okay?   (ठीक है, तो कोई requirement आती है ना तो मैं आपको भेज दूंगा, ठीक है?)\n[35s] AGENT: Okay, fine. I have WhatsApped you, you can let me know.   (चलो ठीक है। मैंने आपको WhatsApp कर दिया, आप बता देना मुझे।)\n[37s] CUSTOMER: Yes, okay. You...   (जी, ठीक है। आप...)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the agent's side but does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 turns, clean transcript (6% 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": "When a customer dismisses their inquiry as a 'test,' pivot more strongly into discovery to uncover a real opportunity instead of passively accepting their brush-off.",
  "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 to follow up on a platform inquiry for cement. The customer explained the inquiry was just a test to see how the app works and that there was no active requirement. The agent attempted to pivot to a general steel need, but the customer deferred, promising to send future requirements. The call ended with the agent accepting this and confirming a WhatsApp message had been sent.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You registered this Lucky Enterprise, right? You put in a requirement for cement, right?\", \"comment\": \"Agent correctly referenced the customer's specific action on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only mentioned the product ('cement'); no other details were revalidated before the customer dismissed the lead.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked if the customer needs steel but did not ask any of the five required discovery questions (application, volume, brands, etc.).\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call ended with a vague, passive next step; no price was offered and no timeline was committed as there was no active requirement.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, yes, by the way, the application doesn't show the rate.\", \"comment\": \"Agent did not re-pitch the portfolio and kept the conversation focused on the customer's inquiry.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer dismisses their inquiry as a 'test,' pivot more strongly into discovery to uncover a real opportunity instead of passively accepting their brush-off.\", \"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\": [{\"obj_type\": \"why_call_used_app\", \"state\": \"handled\", \"evidence\": \"but it's not showing the rate in it.\", \"response\": \"Okay, yes, by the way, the application doesn't show the rate.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Okay, so if any requirement comes, I will send it to you, okay?\", \"response\": \"Okay, fine. I have WhatsApped you, you can let me know.\"}], \"call_summary\": \"The agent called to follow up on a platform inquiry for cement. The customer explained the inquiry was just a test to see how the app works and that there was no active requirement. The agent attempted to pivot to a general steel need, but the customer deferred, promising to send future requirements. The call ended with the agent accepting this and confirming a WhatsApp message had been sent.\"}",
  "error": null,
  "latency_ms": 39042,
  "input_tokens": 3227,
  "output_tokens": 826,
  "created_at": "2026-09-25 10:48:22",
  "sentiment": "positive",
  "sentiment_score": 0.406,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 0,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.571,
  "agent_talk_sec": 16.1,
  "customer_talk_sec": 12.1,
  "dead_air_sec": 45.8,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 365.2,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 8,
  "discovery_qs": 5,
  "words_agent": 98,
  "words_customer": 65,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946260441",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.38,
      "end_s": 5.71,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178946260441",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.5,
      "end_s": 6.98,
      "text_en": "Yes, speak?",
      "text_native": "हां बोलो?"
    },
    {
      "ucid": "21112178946260441",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.3,
      "end_s": 9.2,
      "text_en": "This is Sarik speaking, sir, from JSW One.",
      "text_native": "सारिक ही बात कर रहा हूं सर JSW One से।"
    },
    {
      "ucid": "21112178946260441",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.42,
      "end_s": 9.88,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178946260441",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.08,
      "end_s": 10.68,
      "text_en": "From JSW, sir.",
      "text_native": "JSW से सर।"
    },
    {
      "ucid": "21112178946260441",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.9,
      "end_s": 13.8,
      "text_en": "You registered this Lucky Enterprise, right? You put in a requirement for cement, right?",
      "text_native": "आपने ये Lucky Enterprise रजिस्टर किया ना? एक cement का requirement डाला है, है ना?"
    },
    {
      "ucid": "21112178946260441",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.9,
      "end_s": 16.6,
      "text_en": "Yes, yes, I had put that just to see. There's nothing in it right now.",
      "text_native": "जी जी, वो तो देखने लिए मैंने डाला था। अभी कुछ है नहीं इसमें।"
    },
    {
      "ucid": "21112178946260441",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.6,
      "end_s": 17.0,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178946260441",
      "idx": 8,
      "speaker": "agent",
      "start_s": 18.0,
      "end_s": 19.2,
      "text_en": "Okay, by the way, what do you take in this?",
      "text_native": "अच्छा, वैसे क्या लेते हो आप इसमें?"
    },
    {
      "ucid": "21112178946260441",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 19.8,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178946260441",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 22.1,
      "text_en": "I was saying, sir, do you usually have a requirement for steel in this?",
      "text_native": "मैंने कहा सर वैसे steel का requirement रहता है इसमें आपको?"
    },
    {
      "ucid": "21112178946260441",
      "idx": 11,
      "speaker": "customer",
      "start_s": 22.2,
      "end_s": 26.0,
      "text_en": "Yes, yes, everything is there, but I had put it just to see if it's coming correctly, really coming, but it's not showing the rate in it.",
      "text_native": "हां जी, सब रहता है, but मैंने अभी देखने के लिए दिया था के सही से, सही में आ रहा है but rate नहीं दिखा रहा है उसमे।"
    },
    {
      "ucid": "21112178946260441",
      "idx": 12,
      "speaker": "agent",
      "start_s": 26.4,
      "end_s": 28.0,
      "text_en": "Okay, yes, by the way, the application doesn't show the rate.",
      "text_native": "अच्छा, हां वैसे application में rate नहीं दिखाता।"
    },
    {
      "ucid": "21112178946260441",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.4,
      "end_s": 31.8,
      "text_en": "Yes, if you have some requirement or something, you can send it to me once, I will tell you the rates and all after checking.",
      "text_native": "हां, कुछ requirement वगेरा है तो आप मुझे डाल देना एक बारी, rates वगेरा मैं बता दूंगा आपको देख के।"
    },
    {
      "ucid": "21112178946260441",
      "idx": 14,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 32.3,
      "text_en": "One minute.",
      "text_native": "एक मिनट।"
    },
    {
      "ucid": "21112178946260441",
      "idx": 15,
      "speaker": "customer",
      "start_s": 32.6,
      "end_s": 34.8,
      "text_en": "Okay, so if any requirement comes, I will send it to you, okay?",
      "text_native": "ठीक है, तो कोई requirement आती है ना तो मैं आपको भेज दूंगा, ठीक है?"
    },
    {
      "ucid": "21112178946260441",
      "idx": 16,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 36.8,
      "text_en": "Okay, fine. I have WhatsApped you, you can let me know.",
      "text_native": "चलो ठीक है। मैंने आपको WhatsApp कर दिया, आप बता देना मुझे।"
    },
    {
      "ucid": "21112178946260441",
      "idx": 17,
      "speaker": "customer",
      "start_s": 36.8,
      "end_s": 38.2,
      "text_en": "Yes, okay. You...",
      "text_native": "जी, ठीक है। आप..."
    }
  ],
  "steps": [
    {
      "ucid": "21112178946260441",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "You registered this Lucky Enterprise, right? You put in a requirement for cement, right?",
      "comment": "Agent correctly referenced the customer's specific action on the platform."
    },
    {
      "ucid": "21112178946260441",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only mentioned the product ('cement'); no other details were revalidated before the customer dismissed the lead."
    },
    {
      "ucid": "21112178946260441",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked if the customer needs steel but did not ask any of the five required discovery questions (application, volume, brands, etc.)."
    },
    {
      "ucid": "21112178946260441",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Call ended with a vague, passive next step; no price was offered and no timeline was committed as there was no active requirement."
    },
    {
      "ucid": "21112178946260441",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, yes, by the way, the application doesn't show the rate.",
      "comment": "Agent did not re-pitch the portfolio and kept the conversation focused on the customer's inquiry."
    }
  ],
  "objections": [
    {
      "ucid": "21112178946260441",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Okay, so if any requirement comes, I will send it to you, okay?",
      "response": "Okay, fine. I have WhatsApped you, you can let me know."
    },
    {
      "ucid": "21112178946260441",
      "obj_type": "why_call_used_app",
      "state": "handled",
      "evidence": "but it's not showing the rate in it.",
      "response": "Okay, yes, by the way, the application doesn't show the rate."
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}