{
  "ucid": "21112178946482191",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 15:03:41",
  "end_time": "2026-09-15 15:05:01",
  "duration_sec": 80,
  "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/DIAbf72b3bd4ab75e994ca7d10ea0872b65.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 65,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946482191__DIAbf72b3bd4ab75e994ca7d10ea0872b65.mp3",
  "audio_bytes": 171288,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 57.096,
  "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?   (जी?)\n[4s] AGENT: Yes, hello. This is Rohit speaking from the JSW One platform.   (हांजी नमस्ते, रोहित बात कर रहा हूं JSW One के प्लॅटफॉर्म से।)\n[7s] CUSTOMER: Yes, hello. Tell me.   (जी, नमस्ते। बताएं।)\n[9s] AGENT: Am I speaking with Patel Paints?   (ये पटेल पेंट्स से बात कर रहे हैं क्या?)\n[10s] CUSTOMER: With whom?   (किससे?)\n[11s] AGENT: Patel Paints.   (पटेल पेंट्स।)\n[12s] CUSTOMER: No, wrong number.   (नहीं, रॉंग नंबर।)\n[14s] AGENT: Uh, one second, what is the name of your firm?   (अह एक सेकंड, क्या नाम है आपके फर्म का?)\n[17s] AGENT: Okay, speaking with Zyan Tools, Zyan Tools, right?   (अच्छा, Zyan Tools से बात, Zyan Tools, हां?)\n[19s] CUSTOMER: Yes, yes.   (जी, जी।)\n[20s] AGENT: Okay, okay, okay. Yes, this was Rohit speaking from JSW One. Do you have any requirement for HR right now?   (अच्छा, अच्छा, अच्छा। जी, रोहित बात कर रहा था JSW One से। अभी कुछ रिक्वायरमेंट थी क्या HR में?)\n[23s] CUSTOMER: Last time when there was a requirement, I had put it on there, but there was no response at all. So after that, whenever there is a requirement, we directly check in the market and   (पिछले टाइम जब होती है तब उसपे डाल डाला था, कोई रिस्पॉन्स ही नहीं आया था। तो उसके बाद से कोई रिक्वायरमेंट होती है तो डायरेक्ट मार्केट में ही पता करते हैं और)\n[30s] AGENT: Do you have any requirement right now?   (अभी अभी रिक्वायरमेंट है कोई?)\n[31s] CUSTOMER: Not immediate, not immediate.   (इमीडिएट नहीं है, इमीडिएट नहीं है।)\n[33s] AGENT: Okay, okay, okay. Alright. No problem. If there's anything, let me know.   (अच्छा, अच्छा, अच्छा। ठीक है। नो प्रॉब्लम। कुछ हो तो बताइएगा।)\n[36s] CUSTOMER: Absolutely, absolutely.   (बिलकुल, बिलकुल।)\n[37s] AGENT: Thank you.   (थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "clear: Slight background noise is present but does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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": "When a customer gives you critical feedback about a past service failure, you must acknowledge it directly to rebuild trust before asking for new business.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead from 'Zyan Tools' after initially using the wrong company name. The customer immediately raised a past service issue, stating they had submitted a requirement previously but received no response. The agent ignored this feedback and asked about current needs. The customer confirmed no immediate requirement, and the call ended.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak and initially used the wrong company name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, volume, or current procurement.\"}, {\"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\": \"Do you have any requirement for HR right now?\", \"comment\": \"The agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there's anything, let me know.\", \"comment\": \"The call was ended without a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives you critical feedback about a past service failure, you must acknowledge it directly to rebuild trust before asking for new business.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Last time when there was a requirement, I had put it on there, but there was no response at all. So after that, whenever there is a requirement, we directly check in the market...\", \"response\": \"Do you have any requirement right now?\"}], \"call_summary\": \"The agent contacted a lead from 'Zyan Tools' after initially using the wrong company name. The customer immediately raised a past service issue, stating they had submitted a requirement previously but received no response. The agent ignored this feedback and asked about current needs. The customer confirmed no immediate requirement, and the call ended.\"}",
  "error": null,
  "latency_ms": 25972,
  "input_tokens": 3124,
  "output_tokens": 767,
  "created_at": "2026-09-25 10:47:34",
  "sentiment": "positive",
  "sentiment_score": 0.247,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 3,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.57,
  "agent_talk_sec": 16.2,
  "customer_talk_sec": 12.2,
  "dead_air_sec": 51.6,
  "longest_monologue_sec": 4.4,
  "agent_wpm": 292.6,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 9,
  "discovery_qs": 6,
  "words_agent": 79,
  "words_customer": 54,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946482191",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 2.0,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178946482191",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 3.01,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178946482191",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 3.91,
      "text_en": "Yes?",
      "text_native": "जी?"
    },
    {
      "ucid": "21112178946482191",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.38,
      "end_s": 6.8,
      "text_en": "Yes, hello. This is Rohit speaking from the JSW One platform.",
      "text_native": "हांजी नमस्ते, रोहित बात कर रहा हूं JSW One के प्लॅटफॉर्म से।"
    },
    {
      "ucid": "21112178946482191",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.27,
      "end_s": 8.1,
      "text_en": "Yes, hello. Tell me.",
      "text_native": "जी, नमस्ते। बताएं।"
    },
    {
      "ucid": "21112178946482191",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.6,
      "end_s": 10.1,
      "text_en": "Am I speaking with Patel Paints?",
      "text_native": "ये पटेल पेंट्स से बात कर रहे हैं क्या?"
    },
    {
      "ucid": "21112178946482191",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 10.9,
      "text_en": "With whom?",
      "text_native": "किससे?"
    },
    {
      "ucid": "21112178946482191",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 11.8,
      "text_en": "Patel Paints.",
      "text_native": "पटेल पेंट्स।"
    },
    {
      "ucid": "21112178946482191",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 13.1,
      "text_en": "No, wrong number.",
      "text_native": "नहीं, रॉंग नंबर।"
    },
    {
      "ucid": "21112178946482191",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.6,
      "end_s": 16.2,
      "text_en": "Uh, one second, what is the name of your firm?",
      "text_native": "अह एक सेकंड, क्या नाम है आपके फर्म का?"
    },
    {
      "ucid": "21112178946482191",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 18.6,
      "text_en": "Okay, speaking with Zyan Tools, Zyan Tools, right?",
      "text_native": "अच्छा, Zyan Tools से बात, Zyan Tools, हां?"
    },
    {
      "ucid": "21112178946482191",
      "idx": 11,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 19.2,
      "text_en": "Yes, yes.",
      "text_native": "जी, जी।"
    },
    {
      "ucid": "21112178946482191",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 22.8,
      "text_en": "Okay, okay, okay. Yes, this was Rohit speaking from JSW One. Do you have any requirement for HR right now?",
      "text_native": "अच्छा, अच्छा, अच्छा। जी, रोहित बात कर रहा था JSW One से। अभी कुछ रिक्वायरमेंट थी क्या HR में?"
    },
    {
      "ucid": "21112178946482191",
      "idx": 13,
      "speaker": "customer",
      "start_s": 23.3,
      "end_s": 30.2,
      "text_en": "Last time when there was a requirement, I had put it on there, but there was no response at all. So after that, whenever there is a requirement, we directly check in the market and",
      "text_native": "पिछले टाइम जब होती है तब उसपे डाल डाला था, कोई रिस्पॉन्स ही नहीं आया था। तो उसके बाद से कोई रिक्वायरमेंट होती है तो डायरेक्ट मार्केट में ही पता करते हैं और"
    },
    {
      "ucid": "21112178946482191",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.2,
      "end_s": 31.1,
      "text_en": "Do you have any requirement right now?",
      "text_native": "अभी अभी रिक्वायरमेंट है कोई?"
    },
    {
      "ucid": "21112178946482191",
      "idx": 15,
      "speaker": "customer",
      "start_s": 31.3,
      "end_s": 32.6,
      "text_en": "Not immediate, not immediate.",
      "text_native": "इमीडिएट नहीं है, इमीडिएट नहीं है।"
    },
    {
      "ucid": "21112178946482191",
      "idx": 16,
      "speaker": "agent",
      "start_s": 32.9,
      "end_s": 35.4,
      "text_en": "Okay, okay, okay. Alright. No problem. If there's anything, let me know.",
      "text_native": "अच्छा, अच्छा, अच्छा। ठीक है। नो प्रॉब्लम। कुछ हो तो बताइएगा।"
    },
    {
      "ucid": "21112178946482191",
      "idx": 17,
      "speaker": "customer",
      "start_s": 35.8,
      "end_s": 36.4,
      "text_en": "Absolutely, absolutely.",
      "text_native": "बिलकुल, बिलकुल।"
    },
    {
      "ucid": "21112178946482191",
      "idx": 18,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 37.3,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178946482191",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak and initially used the wrong company name."
    },
    {
      "ucid": "21112178946482191",
      "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 jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178946482191",
      "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 about the customer's business, volume, or current procurement."
    },
    {
      "ucid": "21112178946482191",
      "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": "21112178946482191",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for HR right now?",
      "comment": "The agent successfully asked if a current requirement exists."
    },
    {
      "ucid": "21112178946482191",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If there's anything, let me know.",
      "comment": "The call was ended without a committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178946482191",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "Last time when there was a requirement, I had put it on there, but there was no response at all. So after that, whenever there is a requirement, we directly check in the market...",
      "response": "Do you have any requirement right now?"
    }
  ],
  "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": []
}