{
  "ucid": "21112178947051181",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 16:38:31",
  "end_time": "2026-09-15 16:39:49",
  "duration_sec": 78,
  "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/DIA6249e8c00fc71969f7244725c1e6862c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 25,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947051181__DIA6249e8c00fc71969f7244725c1e6862c.mp3",
  "audio_bytes": 188568,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 62.856,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello?\n[2s] CUSTOMER: Yes sir.\n[2s] AGENT: Umesh ji, namaste.   (उमेश जी, नमस्ते।)\n[4s] CUSTOMER: Namaste.   (नमस्ते।)\n[5s] AGENT: Rohit here from JSW One.   (रोहित here from JSW One से।)\n[6s] CUSTOMER: Hello, your voice is not clear.\n[11s] CUSTOMER: Hello?\n[12s] CUSTOMER: Hello?\n[13s] CUSTOMER: Hello?\n[14s] AGENT: [inaudible]\n[16s] CUSTOMER: Hello?\n[17s] AGENT: Ah yes.\n[18s] CUSTOMER: Yes, how are-\n[19s] CUSTOMER: Hello?\n[20s] AGENT: Hello?\n[21s] AGENT: Yes, Umesh ji, now audible?   (हां, उमेश जी, now audible?)\n[22s] CUSTOMER: Ah yes sir. Hello?\n[24s] AGENT: Yes Umesh ji, Rohit here from JSW One platform.\n[26s] CUSTOMER: Ah ha.   (आं हां।)\n[29s] AGENT: Umesh ji, any requirement you have in MS right now? Mild steel?\n[32s] CUSTOMER: Mild steel we are not consuming sir, actually.\n[34s] AGENT: Okay, okay.\n[35s] CUSTOMER: We are only-",
  "language": "English",
  "languages": "[\"English\", \"Hindi\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "noisy: The agent's line is occasionally muffled and there is background noise, making some parts difficult to transcribe.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 turns, clean transcript (4% 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": "Always start by asking for permission to speak and then use the supply-led hook to build interest before asking about requirements.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "Does not use Mild Steel",
  "catalogue_status": "available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "After initial audio issues, the agent introduced himself and immediately asked if the customer had a requirement for Mild Steel. The customer stated they do not use Mild Steel, and the call ended. No discovery or pitching occurred.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes Umesh ji, Rohit here from JSW One platform.\", \"comment\": \"The agent greeted, used the customer's name, and identified JSW One, but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Umesh ji, any requirement you have in MS right now? Mild steel?\", \"comment\": \"The agent skipped the hook and went directly to a qualification question, failing to provide a price or availability signal to create interest.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, such as what they manufacture or their monthly consumption.\"}, {\"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\": \"Umesh ji, any requirement you have in MS right now? Mild steel?\", \"comment\": \"The agent successfully asked if the customer had a current requirement, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the customer disqualified themselves; no next step was proposed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always start by asking for permission to speak and then use the supply-led hook to build interest before asking about requirements.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Does not use Mild Steel\", \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"After initial audio issues, the agent introduced himself and immediately asked if the customer had a requirement for Mild Steel. The customer stated they do not use Mild Steel, and the call ended. No discovery or pitching occurred.\"}",
  "error": null,
  "latency_ms": 23853,
  "input_tokens": 2893,
  "output_tokens": 712,
  "created_at": "2026-09-25 10:44:34",
  "sentiment": "negative",
  "sentiment_score": -0.257,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.517,
  "agent_talk_sec": 12.0,
  "customer_talk_sec": 11.2,
  "dead_air_sec": 54.8,
  "longest_monologue_sec": 2.4,
  "agent_wpm": 205.0,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 13,
  "discovery_qs": 5,
  "words_agent": 41,
  "words_customer": 34,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178947051181",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.31,
      "end_s": 0.87,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.5,
      "end_s": 2.03,
      "text_en": "Yes sir.",
      "text_native": "Yes sir."
    },
    {
      "ucid": "21112178947051181",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.03,
      "end_s": 3.3,
      "text_en": "Umesh ji, namaste.",
      "text_native": "उमेश जी, नमस्ते।"
    },
    {
      "ucid": "21112178947051181",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.7,
      "end_s": 4.28,
      "text_en": "Namaste.",
      "text_native": "नमस्ते।"
    },
    {
      "ucid": "21112178947051181",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.7,
      "end_s": 6.0,
      "text_en": "Rohit here from JSW One.",
      "text_native": "रोहित here from JSW One से।"
    },
    {
      "ucid": "21112178947051181",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.44,
      "end_s": 8.3,
      "text_en": "Hello, your voice is not clear.",
      "text_native": "Hello, your voice is not clear."
    },
    {
      "ucid": "21112178947051181",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 11.47,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 12.47,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 13.47,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.0,
      "end_s": 15.5,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178947051181",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.0,
      "end_s": 16.47,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 17.47,
      "text_en": "Ah yes.",
      "text_native": "Ah yes."
    },
    {
      "ucid": "21112178947051181",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.7,
      "end_s": 18.47,
      "text_en": "Yes, how are-",
      "text_native": "Yes, how are-"
    },
    {
      "ucid": "21112178947051181",
      "idx": 13,
      "speaker": "customer",
      "start_s": 19.4,
      "end_s": 19.9,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 14,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 20.47,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 15,
      "speaker": "agent",
      "start_s": 20.6,
      "end_s": 21.9,
      "text_en": "Yes, Umesh ji, now audible?",
      "text_native": "हां, उमेश जी, now audible?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 16,
      "speaker": "customer",
      "start_s": 22.1,
      "end_s": 23.4,
      "text_en": "Ah yes sir. Hello?",
      "text_native": "Ah yes sir. Hello?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 17,
      "speaker": "agent",
      "start_s": 23.6,
      "end_s": 25.8,
      "text_en": "Yes Umesh ji, Rohit here from JSW One platform.",
      "text_native": "Yes Umesh ji, Rohit here from JSW One platform."
    },
    {
      "ucid": "21112178947051181",
      "idx": 18,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 27.4,
      "text_en": "Ah ha.",
      "text_native": "आं हां।"
    },
    {
      "ucid": "21112178947051181",
      "idx": 19,
      "speaker": "agent",
      "start_s": 28.6,
      "end_s": 31.0,
      "text_en": "Umesh ji, any requirement you have in MS right now? Mild steel?",
      "text_native": "Umesh ji, any requirement you have in MS right now? Mild steel?"
    },
    {
      "ucid": "21112178947051181",
      "idx": 20,
      "speaker": "customer",
      "start_s": 31.6,
      "end_s": 33.8,
      "text_en": "Mild steel we are not consuming sir, actually.",
      "text_native": "Mild steel we are not consuming sir, actually."
    },
    {
      "ucid": "21112178947051181",
      "idx": 21,
      "speaker": "agent",
      "start_s": 34.0,
      "end_s": 34.5,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    },
    {
      "ucid": "21112178947051181",
      "idx": 22,
      "speaker": "customer",
      "start_s": 34.7,
      "end_s": 35.4,
      "text_en": "We are only-",
      "text_native": "We are only-"
    }
  ],
  "steps": [
    {
      "ucid": "21112178947051181",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes Umesh ji, Rohit here from JSW One platform.",
      "comment": "The agent greeted, used the customer's name, and identified JSW One, but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178947051181",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Umesh ji, any requirement you have in MS right now? Mild steel?",
      "comment": "The agent skipped the hook and went directly to a qualification question, failing to provide a price or availability signal to create interest."
    },
    {
      "ucid": "21112178947051181",
      "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, such as what they manufacture or their monthly consumption."
    },
    {
      "ucid": "21112178947051181",
      "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": "21112178947051181",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Umesh ji, any requirement you have in MS right now? Mild steel?",
      "comment": "The agent successfully asked if the customer had a current requirement, which is the core intent of this step."
    },
    {
      "ucid": "21112178947051181",
      "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 after the customer disqualified themselves; no next step was proposed."
    }
  ],
  "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": []
}