{
  "ucid": "21112178946881061",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 16:10:10",
  "end_time": "2026-09-15 16:11:32",
  "duration_sec": 82,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA88355fed13d44f5b9c13d52b1595edea.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 40,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946881061__DIA88355fed13d44f5b9c13d52b1595edea.mp3",
  "audio_bytes": 128304,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 42.768,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello?   (हेलो?)\n[6s] CUSTOMER: Hello?   (हेलो?)\n[6s] AGENT: Am I speaking with SKS Industries?   (SKS Industries से बात कर रहे हैं?)\n[8s] CUSTOMER: Yes.   (हां जी।)\n[9s] AGENT: I was calling from JSW One, hello.   (JSW One से बात कर रहा था, नमस्कार।)\n[11s] CUSTOMER: Hello.   (नमस्कार जी।)\n[12s] AGENT: Sir, is there any requirement for material steel right now? HR, CR, anything?   (सर जी, कोई अभी requirement है क्या माल steel का? HR, CR, anything?)\n[14s] CUSTOMER: Where were you calling from?   (आप आप कहां से बात कर रहे थे?)\n[16s] AGENT: JSW One Industries.\n[18s] CUSTOMER: Where right now? Ahmedabad or Mumbai?   (अभी कहां? Ahmedabad या Mumbai?)\n[19s] AGENT: Mumbai.\n[20s] CUSTOMER: From Mumbai, right?   (Mumbai से है ना?)\n[22s] CUSTOMER: I will tell you right now, sir. Call me tomorrow once. There is a requirement. I will tell you tomorrow.   (मैं आपको बताता हूं अभी सर। कल आप कॉल करो एक बार। requirement तो है। कल बताता हूं।)\n[25s] AGENT: I will send it to you. Uh, what do you call it, I'll send the card and all right now.   (मैं आपको भेज दूंगा। अह क्या कहते हैं, अभी card वगेरा भेजता हूं।)\n[28s] CUSTOMER: Okay.   (ठीक है।)\n[29s] AGENT: Okay?   (ठीक है?)\n[29s] CUSTOMER: Okay.   (ठीक है।)\n[30s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is present but does not significantly impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You skipped the opening permission and hook, which led to the customer being confused and deferring the call. Always follow the pitch structure to control the conversation.",
  "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 called, identified the company, but immediately asked for requirements without a proper opening or hook. The customer, after clarifying the agent's location, confirmed a requirement but asked for a callback the next day. The agent agreed to send a 'card' and the call ended without any discovery or a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent greeted and identified the company, but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook entirely and jumped straight to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked during the call.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, is there any requirement for material steel right now? HR, CR, anything?\", \"comment\": \"The agent asked if a requirement exists, but did not attempt to capture any details after the customer confirmed one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not commit to a specific next step; offering to send a 'card' is too vague.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening permission and hook, which led to the customer being confused and deferring the call. Always follow the pitch structure to control the conversation.\", \"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\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Call me tomorrow once. There is a requirement. I will tell you tomorrow.\", \"response\": \"I will send it to you. Uh, what do you call it, I'll send the card and all right now.\"}], \"call_summary\": \"The agent called, identified the company, but immediately asked for requirements without a proper opening or hook. The customer, after clarifying the agent's location, confirmed a requirement but asked for a callback the next day. The agent agreed to send a 'card' and the call ended without any discovery or a firm next step.\"}",
  "error": null,
  "latency_ms": 33430,
  "input_tokens": 2970,
  "output_tokens": 771,
  "created_at": "2026-09-25 10:45:31",
  "sentiment": "positive",
  "sentiment_score": 0.3,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.548,
  "agent_talk_sec": 10.8,
  "customer_talk_sec": 8.9,
  "dead_air_sec": 62.3,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 294.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 5,
  "words_agent": 53,
  "words_customer": 39,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946881061",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 5.51,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178946881061",
      "idx": 1,
      "speaker": "customer",
      "start_s": 5.7,
      "end_s": 6.06,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178946881061",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.38,
      "end_s": 7.7,
      "text_en": "Am I speaking with SKS Industries?",
      "text_native": "SKS Industries से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178946881061",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.1,
      "end_s": 8.56,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178946881061",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.9,
      "end_s": 10.3,
      "text_en": "I was calling from JSW One, hello.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178946881061",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.56,
      "end_s": 11.16,
      "text_en": "Hello.",
      "text_native": "नमस्कार जी।"
    },
    {
      "ucid": "21112178946881061",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.5,
      "end_s": 14.2,
      "text_en": "Sir, is there any requirement for material steel right now? HR, CR, anything?",
      "text_native": "सर जी, कोई अभी requirement है क्या माल steel का? HR, CR, anything?"
    },
    {
      "ucid": "21112178946881061",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 15.8,
      "text_en": "Where were you calling from?",
      "text_native": "आप आप कहां से बात कर रहे थे?"
    },
    {
      "ucid": "21112178946881061",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 17.2,
      "text_en": "JSW One Industries.",
      "text_native": "JSW One Industries."
    },
    {
      "ucid": "21112178946881061",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.6,
      "end_s": 18.8,
      "text_en": "Where right now? Ahmedabad or Mumbai?",
      "text_native": "अभी कहां? Ahmedabad या Mumbai?"
    },
    {
      "ucid": "21112178946881061",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.1,
      "end_s": 19.5,
      "text_en": "Mumbai.",
      "text_native": "Mumbai."
    },
    {
      "ucid": "21112178946881061",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.9,
      "end_s": 20.5,
      "text_en": "From Mumbai, right?",
      "text_native": "Mumbai से है ना?"
    },
    {
      "ucid": "21112178946881061",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.5,
      "end_s": 24.8,
      "text_en": "I will tell you right now, sir. Call me tomorrow once. There is a requirement. I will tell you tomorrow.",
      "text_native": "मैं आपको बताता हूं अभी सर। कल आप कॉल करो एक बार। requirement तो है। कल बताता हूं।"
    },
    {
      "ucid": "21112178946881061",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 27.8,
      "text_en": "I will send it to you. Uh, what do you call it, I'll send the card and all right now.",
      "text_native": "मैं आपको भेज दूंगा। अह क्या कहते हैं, अभी card वगेरा भेजता हूं।"
    },
    {
      "ucid": "21112178946881061",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.1,
      "end_s": 28.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178946881061",
      "idx": 15,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 29.1,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178946881061",
      "idx": 16,
      "speaker": "customer",
      "start_s": 29.4,
      "end_s": 29.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178946881061",
      "idx": 17,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 30.3,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178946881061",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent greeted and identified the company, but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178946881061",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent skipped the hook entirely and jumped straight to asking for a requirement."
    },
    {
      "ucid": "21112178946881061",
      "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 during the call."
    },
    {
      "ucid": "21112178946881061",
      "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": "21112178946881061",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, is there any requirement for material steel right now? HR, CR, anything?",
      "comment": "The agent asked if a requirement exists, but did not attempt to capture any details after the customer confirmed one."
    },
    {
      "ucid": "21112178946881061",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not commit to a specific next step; offering to send a 'card' is too vague."
    }
  ],
  "objections": [
    {
      "ucid": "21112178946881061",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Call me tomorrow once. There is a requirement. I will tell you tomorrow.",
      "response": "I will send it to you. Uh, what do you call it, I'll send the card and all right now."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}