{
  "ucid": "21112178953721191",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 11:10:11",
  "end_time": "2026-09-16 11:11:15",
  "duration_sec": 64,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Not_Answered",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8816b113aafc62f215c6b155a9216b93.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1790,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953721191__DIA8816b113aafc62f215c6b155a9216b93.mp3",
  "audio_bytes": 123768,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 41.256,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: [inaudible] Hello?   ([inaudible] हेलो?)\n[4s] AGENT: Hello?   (हेलो?)\n[5s] CUSTOMER: Hello?   (हेलो?)\n[6s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[7s] AGENT: Yes, speak.   (हां बोलिए।)\n[8s] AGENT: Sir, I am calling from JSW.   (सर मैं JSW से कॉल कर रही हूं।)\n[10s] CUSTOMER: JSW? Yes, speak.   (JSW? हां बोलिए।)\n[11s] AGENT: Sir, had you placed any inquiry for structural steel or building material?   (सर आपने कोई इन्क्वायरी डाला था structural steel या building material का?)\n[15s] CUSTOMER: No no, I hadn't placed one. When are you talking about?   (नहीं नहीं, नहीं डाला था। कब की बात कर रहे हैं?)\n[18s] AGENT: I am calling from the JSW One Bangalore office.   (मैं JSW One Bangalore office से कॉल कर रही हूं।)\n[20s] CUSTOMER: Uh, okay.   (अह ओके।)\n[20s] AGENT: Would you have any inquiry?   (आपकी कोई इन्क्वायरी होगी?)\n[22s] CUSTOMER: No no, there is no inquiry right now, madam. We have already purchased.   (नहीं नहीं, अभी कोई इन्क्वायरी नहीं है मैडम। Already purchase कर चुके हैं।)\n[24s] AGENT: If there is one, please contact, sir.   (अगर होगा तो contact कीजिए सर।)\n[26s] CUSTOMER: Okay, okay, okay, okay.\n[27s] AGENT: Thank you.\n[28s] CUSTOMER: Okay, goodbye, okay.   (Okay, नमस्ते, okay.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "noisy: There is some background static and line noise throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 turns, clean transcript (6% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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": "Instead of asking about a past inquiry, start the call with a strong hook about price or availability to give the customer a reason to listen.",
  "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 a customer who denied placing an inquiry. The agent asked if there was a current requirement, and the customer stated they had none as they had already purchased. The agent ended the call by asking the customer to get in touch if a need arises in the future.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified JSW but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead asking if the customer had placed an inquiry.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Would you have any inquiry?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there is one, please contact, sir.\", \"comment\": \"The agent did not establish a specific next step, leaving it to the customer to re-engage.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Instead of asking about a past inquiry, start the call with a strong hook about price or availability to give the customer a reason to listen.\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"No no, there is no inquiry right now, madam. We have already purchased.\", \"response\": \"If there is one, please contact, sir.\"}], \"call_summary\": \"The agent called a customer who denied placing an inquiry. The agent asked if there was a current requirement, and the customer stated they had none as they had already purchased. The agent ended the call by asking the customer to get in touch if a need arises in the future.\"}",
  "error": null,
  "latency_ms": 20919,
  "input_tokens": 2967,
  "output_tokens": 743,
  "created_at": "2026-09-25 12:12:11",
  "sentiment": "positive",
  "sentiment_score": 0.415,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 2,
  "lex_hits": 18,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.527,
  "agent_talk_sec": 11.6,
  "customer_talk_sec": 10.4,
  "dead_air_sec": 42.0,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 227.6,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 9,
  "discovery_qs": 3,
  "words_agent": 44,
  "words_customer": 41,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953721191",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.38,
      "end_s": 3.6,
      "text_en": "[inaudible] Hello?",
      "text_native": "[inaudible] हेलो?"
    },
    {
      "ucid": "21112178953721191",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.2,
      "end_s": 4.67,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178953721191",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.77,
      "end_s": 5.13,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178953721191",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.26,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178953721191",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 7.9,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178953721191",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 9.7,
      "text_en": "Sir, I am calling from JSW.",
      "text_native": "सर मैं JSW से कॉल कर रही हूं।"
    },
    {
      "ucid": "21112178953721191",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.9,
      "text_en": "JSW? Yes, speak.",
      "text_native": "JSW? हां बोलिए।"
    },
    {
      "ucid": "21112178953721191",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 14.3,
      "text_en": "Sir, had you placed any inquiry for structural steel or building material?",
      "text_native": "सर आपने कोई इन्क्वायरी डाला था structural steel या building material का?"
    },
    {
      "ucid": "21112178953721191",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 16.8,
      "text_en": "No no, I hadn't placed one. When are you talking about?",
      "text_native": "नहीं नहीं, नहीं डाला था। कब की बात कर रहे हैं?"
    },
    {
      "ucid": "21112178953721191",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.5,
      "end_s": 19.8,
      "text_en": "I am calling from the JSW One Bangalore office.",
      "text_native": "मैं JSW One Bangalore office से कॉल कर रही हूं।"
    },
    {
      "ucid": "21112178953721191",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 20.3,
      "text_en": "Uh, okay.",
      "text_native": "अह ओके।"
    },
    {
      "ucid": "21112178953721191",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 21.2,
      "text_en": "Would you have any inquiry?",
      "text_native": "आपकी कोई इन्क्वायरी होगी?"
    },
    {
      "ucid": "21112178953721191",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.6,
      "end_s": 24.0,
      "text_en": "No no, there is no inquiry right now, madam. We have already purchased.",
      "text_native": "नहीं नहीं, अभी कोई इन्क्वायरी नहीं है मैडम। Already purchase कर चुके हैं।"
    },
    {
      "ucid": "21112178953721191",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 25.5,
      "text_en": "If there is one, please contact, sir.",
      "text_native": "अगर होगा तो contact कीजिए सर।"
    },
    {
      "ucid": "21112178953721191",
      "idx": 14,
      "speaker": "customer",
      "start_s": 25.6,
      "end_s": 26.9,
      "text_en": "Okay, okay, okay, okay.",
      "text_native": "Okay, okay, okay, okay."
    },
    {
      "ucid": "21112178953721191",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 27.7,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    },
    {
      "ucid": "21112178953721191",
      "idx": 16,
      "speaker": "customer",
      "start_s": 28.1,
      "end_s": 29.2,
      "text_en": "Okay, goodbye, okay.",
      "text_native": "Okay, नमस्ते, okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178953721191",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified JSW but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178953721191",
      "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 asking if the customer had placed an inquiry."
    },
    {
      "ucid": "21112178953721191",
      "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 or procurement habits."
    },
    {
      "ucid": "21112178953721191",
      "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 done."
    },
    {
      "ucid": "21112178953721191",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Would you have any inquiry?",
      "comment": "The agent successfully asked if the customer had a current requirement."
    },
    {
      "ucid": "21112178953721191",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If there is one, please contact, sir.",
      "comment": "The agent did not establish a specific next step, leaving it to the customer to re-engage."
    }
  ],
  "objections": [
    {
      "ucid": "21112178953721191",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "No no, there is no inquiry right now, madam. We have already purchased.",
      "response": "If there is one, please contact, sir."
    }
  ],
  "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": []
}