{
  "ucid": "21112178953587841",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 10:47:58",
  "end_time": "2026-09-16 10:49:29",
  "duration_sec": 91,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2be2b0f8396414db4486643660b67e9f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1794,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953587841__DIA2be2b0f8396414db4486643660b67e9f.mp3",
  "audio_bytes": 166968,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 55.656,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello. Ravindra ji, Sudeep here. I am calling you from the JSW One system's number. That is the reason the number has come up as different. The thing is, no sir, our this price, the price, right, that is valid till two to three PM today.   (Hello. Ravindra ji, Sudeep here. JSW One ke system ke number se phone kar raha hu aapko. That is the reason number different aaya hua hai. The thing is no sir, apna ye price jo, price jo hai na, that is valid till two to three PM today.)\n[9s] CUSTOMER: Before that you   (Aapko usse pehle)\n[10s] CUSTOMER: No no, the one I added to your account details, isn't that for twenty four hours?   (Nahi nahi, jo aapka aapka account details mein add kiya na, uska twenty four hours ka nahi hai ye?)\n[13s] AGENT: It's not for twenty four hours? It hasn't happened?   (Twenty four hours ka nahi hai kya? Nahi hua hai?)\n[14s] CUSTOMER: It's not, right? Yesterday I sent you mine at that same time, I added it around three-four o'clock, right? It was until five o'clock like that, at that time my twenty four hours will get over.   (Nahi hai na? Kal aapko bheja mera woh usi time pe na, main teen char baje ko main add kiya na, woh paanch baje tak aisa, us time mein mere ko twenty four hours khatam ho jate.)\n[20s] AGENT: So at what time will your twenty four hours be completed? Five PM?   (Toh kitne baje twenty four hours ho raha hai aapka? Five PM?)\n[21s] CUSTOMER: Right now it's not exact, it will happen around four, five, six o'clock at that time.   (Abhi woh exactly nahi hai, kuch char paanch che baje usi time mein ho jate.)\n[24s] AGENT: Okay, please try to do it on priority, sir, okay? As soon as possible. Hmm?   (Theek hai, please try kar lo karna aap ki priority pe ho jaye sir, okay? As soon as possible. Hmm?)\n[28s] CUSTOMER: Hmm.\n[28s] AGENT: Okay, thank you. Thank you.\n[29s] CUSTOMER: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the customer's side but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "You missed the opportunity to re-confirm the customer's requirement and ask discovery questions; instead, the call focused only on a price deadline which caused confusion.",
  "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 regarding a requirement the customer placed on the platform. The conversation was entirely about a discrepancy in the price validity timeline, with the agent failing to re-validate the customer's requirement or conduct any discovery. The call ended with the agent urging the customer to act quickly before their perceived deadline.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am calling you from the JSW One system's number.\", \"comment\": \"The agent correctly references the platform interaction and the entire call context confirms this.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not revalidate any of the required fields like product, quantity, or location.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"our this price, the price, right, that is valid till two to three PM today.\", \"comment\": \"Agent stated a price validity timeline and pushed for closure by asking the customer to act on priority.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not perform any unnecessary re-pitching of the product portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to re-confirm the customer's requirement and ask discovery questions; instead, the call focused only on a price deadline which caused confusion.\", \"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\": [{\"obj_type\": \"why_call_used_app\", \"state\": \"mishandled\", \"evidence\": \"No no, the one I added to your account details, isn't that for twenty four hours?\", \"response\": \"It's not for twenty four hours? It hasn't happened?\"}], \"call_summary\": \"The agent called regarding a requirement the customer placed on the platform. The conversation was entirely about a discrepancy in the price validity timeline, with the agent failing to re-validate the customer's requirement or conduct any discovery. The call ended with the agent urging the customer to act quickly before their perceived deadline.\"}",
  "error": null,
  "latency_ms": 26311,
  "input_tokens": 3159,
  "output_tokens": 722,
  "created_at": "2026-09-25 12:12:26",
  "sentiment": "positive",
  "sentiment_score": 0.382,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 1,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.555,
  "agent_talk_sec": 15.6,
  "customer_talk_sec": 12.5,
  "dead_air_sec": 62.9,
  "longest_monologue_sec": 8.1,
  "agent_wpm": 338.5,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 6,
  "words_agent": 88,
  "words_customer": 75,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953587841",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.01,
      "end_s": 9.06,
      "text_en": "Hello. Ravindra ji, Sudeep here. I am calling you from the JSW One system's number. That is the reason the number has come up as different. The thing is, no sir, our this price, the price, right, that is valid till two to three PM today.",
      "text_native": "Hello. Ravindra ji, Sudeep here. JSW One ke system ke number se phone kar raha hu aapko. That is the reason number different aaya hua hai. The thing is no sir, apna ye price jo, price jo hai na, that is valid till two to three PM today."
    },
    {
      "ucid": "21112178953587841",
      "idx": 1,
      "speaker": "customer",
      "start_s": 9.06,
      "end_s": 9.56,
      "text_en": "Before that you",
      "text_native": "Aapko usse pehle"
    },
    {
      "ucid": "21112178953587841",
      "idx": 2,
      "speaker": "customer",
      "start_s": 9.81,
      "end_s": 12.51,
      "text_en": "No no, the one I added to your account details, isn't that for twenty four hours?",
      "text_native": "Nahi nahi, jo aapka aapka account details mein add kiya na, uska twenty four hours ka nahi hai ye?"
    },
    {
      "ucid": "21112178953587841",
      "idx": 3,
      "speaker": "agent",
      "start_s": 12.51,
      "end_s": 13.81,
      "text_en": "It's not for twenty four hours? It hasn't happened?",
      "text_native": "Twenty four hours ka nahi hai kya? Nahi hua hai?"
    },
    {
      "ucid": "21112178953587841",
      "idx": 4,
      "speaker": "customer",
      "start_s": 13.81,
      "end_s": 19.51,
      "text_en": "It's not, right? Yesterday I sent you mine at that same time, I added it around three-four o'clock, right? It was until five o'clock like that, at that time my twenty four hours will get over.",
      "text_native": "Nahi hai na? Kal aapko bheja mera woh usi time pe na, main teen char baje ko main add kiya na, woh paanch baje tak aisa, us time mein mere ko twenty four hours khatam ho jate."
    },
    {
      "ucid": "21112178953587841",
      "idx": 5,
      "speaker": "agent",
      "start_s": 19.51,
      "end_s": 21.21,
      "text_en": "So at what time will your twenty four hours be completed? Five PM?",
      "text_native": "Toh kitne baje twenty four hours ho raha hai aapka? Five PM?"
    },
    {
      "ucid": "21112178953587841",
      "idx": 6,
      "speaker": "customer",
      "start_s": 21.21,
      "end_s": 24.01,
      "text_en": "Right now it's not exact, it will happen around four, five, six o'clock at that time.",
      "text_native": "Abhi woh exactly nahi hai, kuch char paanch che baje usi time mein ho jate."
    },
    {
      "ucid": "21112178953587841",
      "idx": 7,
      "speaker": "agent",
      "start_s": 24.11,
      "end_s": 27.51,
      "text_en": "Okay, please try to do it on priority, sir, okay? As soon as possible. Hmm?",
      "text_native": "Theek hai, please try kar lo karna aap ki priority pe ho jaye sir, okay? As soon as possible. Hmm?"
    },
    {
      "ucid": "21112178953587841",
      "idx": 8,
      "speaker": "customer",
      "start_s": 27.51,
      "end_s": 27.81,
      "text_en": "Hmm.",
      "text_native": "Hmm."
    },
    {
      "ucid": "21112178953587841",
      "idx": 9,
      "speaker": "agent",
      "start_s": 27.91,
      "end_s": 29.01,
      "text_en": "Okay, thank you. Thank you.",
      "text_native": "Okay, thank you. Thank you."
    },
    {
      "ucid": "21112178953587841",
      "idx": 10,
      "speaker": "customer",
      "start_s": 29.01,
      "end_s": 29.51,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178953587841",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I am calling you from the JSW One system's number.",
      "comment": "The agent correctly references the platform interaction and the entire call context confirms this."
    },
    {
      "ucid": "21112178953587841",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not revalidate any of the required fields like product, quantity, or location."
    },
    {
      "ucid": "21112178953587841",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions about the customer's business, application, or procurement habits."
    },
    {
      "ucid": "21112178953587841",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "our this price, the price, right, that is valid till two to three PM today.",
      "comment": "Agent stated a price validity timeline and pushed for closure by asking the customer to act on priority."
    },
    {
      "ucid": "21112178953587841",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not perform any unnecessary re-pitching of the product portfolio."
    }
  ],
  "objections": [
    {
      "ucid": "21112178953587841",
      "obj_type": "why_call_used_app",
      "state": "mishandled",
      "evidence": "No no, the one I added to your account details, isn't that for twenty four hours?",
      "response": "It's not for twenty four hours? It hasn't happened?"
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}