{
  "ucid": "21112178947230721",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 17:08:27",
  "end_time": "2026-09-15 17:09:55",
  "duration_sec": 88,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd45ca3eee013c7fdc791807ba634e1f8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 17,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947230721__DIAd45ca3eee013c7fdc791807ba634e1f8.mp3",
  "audio_bytes": 198936,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 66.312,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] CUSTOMER: Yes?   (हां?)\n[3s] AGENT: Sir, I'm calling from JSW One.   (सर JSW One से बात कर रहा हूं।)\n[5s] CUSTOMER: Lokas?\n[6s] AGENT: Lokas Green Engineers.\n[7s] CUSTOMER: Yes, yes.   (हां हां।)\n[8s] AGENT: Sir, do you have any requirement in sheet metals?   (सर कुछ रिक्वायरमेंट है शीट मेटल्स में?)\n[10s] CUSTOMER: I need something like point four.   (point four જેવું જોઈએ છે।)\n[12s] AGENT: What size do you need, sir?   (क्या size है सर आपको?)\n[13s] CUSTOMER: Like point four.   (point four જેવું।)\n[15s] AGENT: point four zero.\n[16s] CUSTOMER: Yes, 28 gauge.   (हां, 28 gauge.)\n[17s] AGENT: Okay. And how many tons will you need, sir?   (Okay. And ये कितना ton लगेगा सर?)\n[20s] CUSTOMER: What is the minimum you provide?   (आप minimum कितना देते हो आप?)\n[22s] AGENT: Uh, you need this in GP, right sir? You have to take at least twelve to fifteen tons for this, sir.   (अह ये GP में चाहिए ना सर? कम से कम बारह से पंद्रह ton लेना पड़ता है सर इसका।)\n[26s] CUSTOMER: I don't need a coil.   (Coil नहीं चाहिए मुझे।)\n[27s] AGENT: Then if you need CTL, it's five tons.   (तो CTL चाहिए तो पांच ton.)\n[29s] CUSTOMER: Yes, minimum five tons.   (हां, minimum पांच ton.)\n[30s] AGENT: Minimum five tons.   (Minimum पांच ton.)\n[32s] CUSTOMER: Is it available?   (Available है?)\n[34s] AGENT: Yes, you'll get it, sir.   (हां मिल जाएगा सर।)\n[36s] CUSTOMER: What will be the rate?   (Rate क्या पड़ेगा?)\n[37s] AGENT: I'll check and send you the pricing, sir.   (मैं आपको चेक करके भेज देता हूं सर pricing।)\n[40s] CUSTOMER: Yes.   (हां।)\n[41s] AGENT: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"Gujarati\", \"English\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and crosstalk on the agent's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You skipped the critical opening, hook, and discovery steps; start by asking for permission and using the supply hook before asking for their requirement.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a manufacturing lead, Lokas Green Engineers, who had an immediate requirement for 5 MT of 0.4mm (28 gauge) GP sheet. The agent skipped the standard pitch structure, moving directly to qualification. The call ended with the agent confirming material availability and promising to send a price quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement in sheet metals?\", \"comment\": \"Agent did not greet with the customer's name or ask for permission to speak, jumping directly into a question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead asking directly for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, only qualification questions about the immediate need.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; the conversation was purely transactional.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"What size do you need, sir? ... point four zero. ... GP में चाहिए ना सर? ... how many tons will you need, sir?\", \"comment\": \"Agent successfully asked for and captured the core requirement details (material, thickness, quantity).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll check and send you the pricing, sir.\", \"comment\": \"Agent established a clear next step of sending a price quote, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the critical opening, hook, and discovery steps; start by asking for permission and using the supply hook before asking for their requirement.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a manufacturing lead, Lokas Green Engineers, who had an immediate requirement for 5 MT of 0.4mm (28 gauge) GP sheet. The agent skipped the standard pitch structure, moving directly to qualification. The call ended with the agent confirming material availability and promising to send a price quote.\"}",
  "error": null,
  "latency_ms": 31675,
  "input_tokens": 3117,
  "output_tokens": 726,
  "created_at": "2026-09-25 10:44:12",
  "sentiment": "negative",
  "sentiment_score": -0.5,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 2,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.618,
  "agent_talk_sec": 15.7,
  "customer_talk_sec": 9.7,
  "dead_air_sec": 62.6,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 313.4,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 13,
  "discovery_qs": 4,
  "words_agent": 82,
  "words_customer": 41,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178947230721",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.37,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178947230721",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.4,
      "end_s": 2.71,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178947230721",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 4.41,
      "text_en": "Sir, I'm calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178947230721",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.7,
      "end_s": 5.27,
      "text_en": "Lokas?",
      "text_native": "Lokas?"
    },
    {
      "ucid": "21112178947230721",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.8,
      "end_s": 6.97,
      "text_en": "Lokas Green Engineers.",
      "text_native": "Lokas Green Engineers."
    },
    {
      "ucid": "21112178947230721",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.37,
      "end_s": 7.8,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178947230721",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.1,
      "end_s": 9.9,
      "text_en": "Sir, do you have any requirement in sheet metals?",
      "text_native": "सर कुछ रिक्वायरमेंट है शीट मेटल्स में?"
    },
    {
      "ucid": "21112178947230721",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.27,
      "end_s": 11.6,
      "text_en": "I need something like point four.",
      "text_native": "point four જેવું જોઈએ છે।"
    },
    {
      "ucid": "21112178947230721",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.1,
      "end_s": 12.9,
      "text_en": "What size do you need, sir?",
      "text_native": "क्या size है सर आपको?"
    },
    {
      "ucid": "21112178947230721",
      "idx": 9,
      "speaker": "customer",
      "start_s": 13.3,
      "end_s": 14.1,
      "text_en": "Like point four.",
      "text_native": "point four જેવું।"
    },
    {
      "ucid": "21112178947230721",
      "idx": 10,
      "speaker": "agent",
      "start_s": 14.7,
      "end_s": 15.3,
      "text_en": "point four zero.",
      "text_native": "point four zero."
    },
    {
      "ucid": "21112178947230721",
      "idx": 11,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 16.3,
      "text_en": "Yes, 28 gauge.",
      "text_native": "हां, 28 gauge."
    },
    {
      "ucid": "21112178947230721",
      "idx": 12,
      "speaker": "agent",
      "start_s": 16.9,
      "end_s": 19.2,
      "text_en": "Okay. And how many tons will you need, sir?",
      "text_native": "Okay. And ये कितना ton लगेगा सर?"
    },
    {
      "ucid": "21112178947230721",
      "idx": 13,
      "speaker": "customer",
      "start_s": 19.9,
      "end_s": 21.2,
      "text_en": "What is the minimum you provide?",
      "text_native": "आप minimum कितना देते हो आप?"
    },
    {
      "ucid": "21112178947230721",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 25.2,
      "text_en": "Uh, you need this in GP, right sir? You have to take at least twelve to fifteen tons for this, sir.",
      "text_native": "अह ये GP में चाहिए ना सर? कम से कम बारह से पंद्रह ton लेना पड़ता है सर इसका।"
    },
    {
      "ucid": "21112178947230721",
      "idx": 15,
      "speaker": "customer",
      "start_s": 25.8,
      "end_s": 26.8,
      "text_en": "I don't need a coil.",
      "text_native": "Coil नहीं चाहिए मुझे।"
    },
    {
      "ucid": "21112178947230721",
      "idx": 16,
      "speaker": "agent",
      "start_s": 27.3,
      "end_s": 28.5,
      "text_en": "Then if you need CTL, it's five tons.",
      "text_native": "तो CTL चाहिए तो पांच ton."
    },
    {
      "ucid": "21112178947230721",
      "idx": 17,
      "speaker": "customer",
      "start_s": 28.8,
      "end_s": 30.0,
      "text_en": "Yes, minimum five tons.",
      "text_native": "हां, minimum पांच ton."
    },
    {
      "ucid": "21112178947230721",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.3,
      "end_s": 31.0,
      "text_en": "Minimum five tons.",
      "text_native": "Minimum पांच ton."
    },
    {
      "ucid": "21112178947230721",
      "idx": 19,
      "speaker": "customer",
      "start_s": 32.3,
      "end_s": 33.0,
      "text_en": "Is it available?",
      "text_native": "Available है?"
    },
    {
      "ucid": "21112178947230721",
      "idx": 20,
      "speaker": "agent",
      "start_s": 33.5,
      "end_s": 34.3,
      "text_en": "Yes, you'll get it, sir.",
      "text_native": "हां मिल जाएगा सर।"
    },
    {
      "ucid": "21112178947230721",
      "idx": 21,
      "speaker": "customer",
      "start_s": 35.5,
      "end_s": 36.2,
      "text_en": "What will be the rate?",
      "text_native": "Rate क्या पड़ेगा?"
    },
    {
      "ucid": "21112178947230721",
      "idx": 22,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 38.4,
      "text_en": "I'll check and send you the pricing, sir.",
      "text_native": "मैं आपको चेक करके भेज देता हूं सर pricing।"
    },
    {
      "ucid": "21112178947230721",
      "idx": 23,
      "speaker": "customer",
      "start_s": 40.2,
      "end_s": 40.4,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178947230721",
      "idx": 24,
      "speaker": "agent",
      "start_s": 41.1,
      "end_s": 41.3,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178947230721",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement in sheet metals?",
      "comment": "Agent did not greet with the customer's name or ask for permission to speak, jumping directly into a question."
    },
    {
      "ucid": "21112178947230721",
      "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 lead with a supply or price hook, instead asking directly for requirements."
    },
    {
      "ucid": "21112178947230721",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions about the customer's business, only qualification questions about the immediate need."
    },
    {
      "ucid": "21112178947230721",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs; the conversation was purely transactional."
    },
    {
      "ucid": "21112178947230721",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "What size do you need, sir? ... point four zero. ... GP में चाहिए ना सर? ... how many tons will you need, sir?",
      "comment": "Agent successfully asked for and captured the core requirement details (material, thickness, quantity)."
    },
    {
      "ucid": "21112178947230721",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll check and send you the pricing, sir.",
      "comment": "Agent established a clear next step of sending a price quote, which the customer accepted."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}