{
  "ucid": "21112178946405441",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 14:50:54",
  "end_time": "2026-09-15 14:52:26",
  "duration_sec": 92,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb159fe7ac6ebcfdc08444f383ec8d52d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 73,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946405441__DIAb159fe7ac6ebcfdc08444f383ec8d52d.mp3",
  "audio_bytes": 168264,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 56.088,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] AGENT: Uh, hi, uh, good afternoon. Am I talking to VMW and Laser Tech?\n[6s] CUSTOMER: No, sir.\n[6s] AGENT: No, who is this?\n[8s] AGENT: Uh, sir, this is Jeevan. I am basically speaking from the JSW One platform. So...   (Uh, sir, this is Jeevan. நான் பேசிக்கலி JSW One பிளாட்பார்ம்ல இருந்து பேசுறேன். அப்போ...)\n[11s] CUSTOMER: Sorry, tell me what?\n[12s] AGENT: I am calling from JSW One platform.\n[14s] AGENT: I got a, you know, registration in the name of VMW Laser Tech. So wanted to...\n[17s] CUSTOMER: Yes, yes, yes, right, right, right, right. Yes, yes, yes.\n[20s] AGENT: Yeah. So sir, are you comfortable with English, Hindi or Tamil, whatever?\n[22s] CUSTOMER: Okay, sir. Tell me, what do you want, sir? What do you want?   (Okay, sir. சொல்லுங்க, what do you want, sir? What do you want?)\n[24s] AGENT: No, I am calling with respect to this enquiry that you have put. So I just wanted to know if you are looking forward for any HR, CR sheet, coil, TMT bars or anything?\n[29s] CUSTOMER: No, sir. When we need, I'll call you back.\n[31s] AGENT: Alright, alright. No worries. Thank you so much.\n[32s] AGENT: Thank you, sir.\n[33s] CUSTOMER: Thank you.",
  "language": "English",
  "languages": "[\"English\", \"Tamil\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: The agent and customer code-mix between English and Tamil.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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": "When a customer is impatient, don't jump to a product list. Instead, use a strong, quick hook (e.g., \"We have HR coil available for immediate dispatch in your area\") to earn their attention before attempting discovery.",
  "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 registration from 'VMW and Laser Tech'. After confirming the company, the agent immediately asked if they needed any products from a generic list. The customer stated they had no current requirement and would call back when they did, which the agent accepted without setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, instead asking about language preference.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use a hook, but instead immediately listed products.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the customer ended the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So I just wanted to know if you are looking forward for any HR, CR sheet, coil, TMT bars or anything?\", \"comment\": \"Agent successfully asked if a requirement existed, though the customer stated they had none.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent accepted the customer's vague \\\"I'll call you back\\\" without setting a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is impatient, don't jump to a product list. Instead, use a strong, quick hook (e.g., \\\"We have HR coil available for immediate dispatch in your area\\\") to earn their attention before attempting discovery.\", \"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 to follow up on a registration from 'VMW and Laser Tech'. After confirming the company, the agent immediately asked if they needed any products from a generic list. The customer stated they had no current requirement and would call back when they did, which the agent accepted without setting a next step.\"}",
  "error": null,
  "latency_ms": 29796,
  "input_tokens": 2961,
  "output_tokens": 698,
  "created_at": "2026-09-25 10:47:59",
  "sentiment": "neutral",
  "sentiment_score": 0.128,
  "sentiment_confidence": "high",
  "pos": 9,
  "neg": 4,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.745,
  "agent_talk_sec": 21.3,
  "customer_talk_sec": 7.3,
  "dead_air_sec": 63.4,
  "longest_monologue_sec": 5.3,
  "agent_wpm": 318.3,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 7,
  "discovery_qs": 4,
  "words_agent": 113,
  "words_customer": 41,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178946405441",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.18,
      "end_s": 1.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178946405441",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.33,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178946405441",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 5.46,
      "text_en": "Uh, hi, uh, good afternoon. Am I talking to VMW and Laser Tech?",
      "text_native": "Uh, hi, uh, good afternoon. Am I talking to VMW and Laser Tech?"
    },
    {
      "ucid": "21112178946405441",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.66,
      "end_s": 6.2,
      "text_en": "No, sir.",
      "text_native": "No, sir."
    },
    {
      "ucid": "21112178946405441",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 7.1,
      "text_en": "No, who is this?",
      "text_native": "No, who is this?"
    },
    {
      "ucid": "21112178946405441",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 10.9,
      "text_en": "Uh, sir, this is Jeevan. I am basically speaking from the JSW One platform. So...",
      "text_native": "Uh, sir, this is Jeevan. நான் பேசிக்கலி JSW One பிளாட்பார்ம்ல இருந்து பேசுறேன். அப்போ..."
    },
    {
      "ucid": "21112178946405441",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 11.6,
      "text_en": "Sorry, tell me what?",
      "text_native": "Sorry, tell me what?"
    },
    {
      "ucid": "21112178946405441",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.8,
      "end_s": 13.4,
      "text_en": "I am calling from JSW One platform.",
      "text_native": "I am calling from JSW One platform."
    },
    {
      "ucid": "21112178946405441",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.6,
      "end_s": 17.2,
      "text_en": "I got a, you know, registration in the name of VMW Laser Tech. So wanted to...",
      "text_native": "I got a, you know, registration in the name of VMW Laser Tech. So wanted to..."
    },
    {
      "ucid": "21112178946405441",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.4,
      "end_s": 19.4,
      "text_en": "Yes, yes, yes, right, right, right, right. Yes, yes, yes.",
      "text_native": "Yes, yes, yes, right, right, right, right. Yes, yes, yes."
    },
    {
      "ucid": "21112178946405441",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 21.6,
      "text_en": "Yeah. So sir, are you comfortable with English, Hindi or Tamil, whatever?",
      "text_native": "Yeah. So sir, are you comfortable with English, Hindi or Tamil, whatever?"
    },
    {
      "ucid": "21112178946405441",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.7,
      "end_s": 23.4,
      "text_en": "Okay, sir. Tell me, what do you want, sir? What do you want?",
      "text_native": "Okay, sir. சொல்லுங்க, what do you want, sir? What do you want?"
    },
    {
      "ucid": "21112178946405441",
      "idx": 12,
      "speaker": "agent",
      "start_s": 23.7,
      "end_s": 29.0,
      "text_en": "No, I am calling with respect to this enquiry that you have put. So I just wanted to know if you are looking forward for any HR, CR sheet, coil, TMT bars or anything?",
      "text_native": "No, I am calling with respect to this enquiry that you have put. So I just wanted to know if you are looking forward for any HR, CR sheet, coil, TMT bars or anything?"
    },
    {
      "ucid": "21112178946405441",
      "idx": 13,
      "speaker": "customer",
      "start_s": 29.1,
      "end_s": 30.5,
      "text_en": "No, sir. When we need, I'll call you back.",
      "text_native": "No, sir. When we need, I'll call you back."
    },
    {
      "ucid": "21112178946405441",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.6,
      "end_s": 32.0,
      "text_en": "Alright, alright. No worries. Thank you so much.",
      "text_native": "Alright, alright. No worries. Thank you so much."
    },
    {
      "ucid": "21112178946405441",
      "idx": 15,
      "speaker": "agent",
      "start_s": 32.1,
      "end_s": 32.6,
      "text_en": "Thank you, sir.",
      "text_native": "Thank you, sir."
    },
    {
      "ucid": "21112178946405441",
      "idx": 16,
      "speaker": "customer",
      "start_s": 33.0,
      "end_s": 33.5,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178946405441",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak, instead asking about language preference."
    },
    {
      "ucid": "21112178946405441",
      "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 use a hook, but instead immediately listed products."
    },
    {
      "ucid": "21112178946405441",
      "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 before the customer ended the conversation."
    },
    {
      "ucid": "21112178946405441",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no discovery was conducted."
    },
    {
      "ucid": "21112178946405441",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "So I just wanted to know if you are looking forward for any HR, CR sheet, coil, TMT bars or anything?",
      "comment": "Agent successfully asked if a requirement existed, though the customer stated they had none."
    },
    {
      "ucid": "21112178946405441",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent accepted the customer's vague \"I'll call you back\" without setting a specific next step."
    }
  ],
  "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": []
}