{
  "ucid": "21112178953997461",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 11:56:14",
  "end_time": "2026-09-16 11:57:32",
  "duration_sec": 78,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA743ebc2492b976629388c85cccf611e0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1769,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953997461__DIA743ebc2492b976629388c85cccf611e0.mp3",
  "audio_bytes": 195696,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 65.232,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello, Mr. Pankaj?\n[3s] CUSTOMER: Hello?\n[4s] CUSTOMER: Yes, speak.   (हां बोलो।)\n[4s] AGENT: Uh, Mr. Pankaj Bhandari from Hitech Refrigeration?\n[7s] CUSTOMER: Hmm.   (हम्म।)\n[8s] AGENT: Pankaj ji, very good afternoon. This is Sudip speaking from JSW One MSME, from Gujarat.   (पंकज जी, very good afternoon. सुदीप बोल रहा हूं JSW One MSME से, गुजरात से।)\n[12s] AGENT: Your company was registered on our portal, sir, Palghar, Thane location. And it was in reference with your steel procurement.   (ये आपकी कंपनी registered थी सर portal पर हमारे, Palghar, Thane location. And it was in reference with your steel procurement.)\n[19s] AGENT: I wanted to understand, do you have any requirement in steel right now, sir, in PPGI?   (मेरेको समझना था अभी steel में कुछ requirement है सर आपको PPGI में?)\n[22s] CUSTOMER: Which company is it, sir?   (कंपनी कौनसा है सर?)\n[23s] AGENT: Huh? Sorry?   (हां? Sorry?)\n[24s] CUSTOMER: Which company is it?   (कंपनी कौनसा है?)\n[25s] AGENT: JSW One MSME.\n[27s] CUSTOMER: Yes yes, correct, please speak.   (हां हां, बराबर, बोलिए ना।)\n[28s] AGENT: Hmm?   (हम्म?)\n[28s] AGENT: Do you have any requirement right now, sir?   (कुछ है अभी requirement सर आपको?)\n[30s] CUSTOMER: [inaudible]\n[33s] AGENT: Your voice is breaking, sir.   (Voice break हो रही है सर आपकी।)\n[35s] CUSTOMER: [inaudible]\n[37s] AGENT: I can't understand, your voice is breaking. Hello?   (नहीं समझ में आ रहा, voice break हो रही है आपकी। Hello?)\n[40s] AGENT: I will WhatsApp you, you call on that number. This is a system number, you cannot call back on this.   (मैं आपको WhatsApp करता हूं, वो नंबर पर call करो आप। ये system का number है, इस पर call back नहीं होगा।)\n[43s] AGENT: I am WhatsApping you right now.   (मैं आपको WhatsApp कर रहा हूं अभी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "noisy: The customer's line is muffled and has significant background noise, making some of their turns inaudible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 turns, clean transcript (10% 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": "Always ask for permission ('is this a good time?') at the start of the call; it's a critical step you missed which can make the customer feel ambushed.",
  "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 lead from a portal registration for PPGI. The agent skipped the opening and hook, immediately asking for a requirement. The call suffered from a poor connection, preventing any meaningful discovery. The agent ended the call by committing to send a WhatsApp message to establish a better communication channel.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified JSW but failed to ask for permission or if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and immediately asked for a requirement, which is a qualification step.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to a technical issue before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I wanted to understand, do you have any requirement in steel right now, sir, in PPGI?\", \"comment\": \"Agent successfully asked if a current requirement exists, even though the call failed before details could be gathered.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp you, you call on that number.\", \"comment\": \"Agent established a clear, committed next step to overcome the poor connection and continue the conversation.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always ask for permission ('is this a good time?') at the start of the call; it's a critical step you missed which can make the customer feel ambushed.\", \"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 lead from a portal registration for PPGI. The agent skipped the opening and hook, immediately asking for a requirement. The call suffered from a poor connection, preventing any meaningful discovery. The agent ended the call by committing to send a WhatsApp message to establish a better communication channel.\"}",
  "error": null,
  "latency_ms": 30365,
  "input_tokens": 3116,
  "output_tokens": 708,
  "created_at": "2026-09-25 12:11:26",
  "sentiment": "positive",
  "sentiment_score": 0.429,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.755,
  "agent_talk_sec": 28.4,
  "customer_talk_sec": 9.2,
  "dead_air_sec": 40.4,
  "longest_monologue_sec": 12.9,
  "agent_wpm": 240.8,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 8,
  "discovery_qs": 8,
  "words_agent": 114,
  "words_customer": 20,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178953997461",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.83,
      "end_s": 2.04,
      "text_en": "Hello, Mr. Pankaj?",
      "text_native": "Hello, Mr. Pankaj?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.23,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.76,
      "end_s": 4.24,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178953997461",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.3,
      "end_s": 6.84,
      "text_en": "Uh, Mr. Pankaj Bhandari from Hitech Refrigeration?",
      "text_native": "Uh, Mr. Pankaj Bhandari from Hitech Refrigeration?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.1,
      "end_s": 7.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178953997461",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 11.54,
      "text_en": "Pankaj ji, very good afternoon. This is Sudip speaking from JSW One MSME, from Gujarat.",
      "text_native": "पंकज जी, very good afternoon. सुदीप बोल रहा हूं JSW One MSME से, गुजरात से।"
    },
    {
      "ucid": "21112178953997461",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.25,
      "end_s": 18.24,
      "text_en": "Your company was registered on our portal, sir, Palghar, Thane location. And it was in reference with your steel procurement.",
      "text_native": "ये आपकी कंपनी registered थी सर portal पर हमारे, Palghar, Thane location. And it was in reference with your steel procurement."
    },
    {
      "ucid": "21112178953997461",
      "idx": 7,
      "speaker": "agent",
      "start_s": 18.53,
      "end_s": 21.5,
      "text_en": "I wanted to understand, do you have any requirement in steel right now, sir, in PPGI?",
      "text_native": "मेरेको समझना था अभी steel में कुछ requirement है सर आपको PPGI में?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 8,
      "speaker": "customer",
      "start_s": 22.0,
      "end_s": 22.93,
      "text_en": "Which company is it, sir?",
      "text_native": "कंपनी कौनसा है सर?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 9,
      "speaker": "agent",
      "start_s": 23.06,
      "end_s": 23.6,
      "text_en": "Huh? Sorry?",
      "text_native": "हां? Sorry?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.9,
      "end_s": 24.8,
      "text_en": "Which company is it?",
      "text_native": "कंपनी कौनसा है?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 11,
      "speaker": "agent",
      "start_s": 25.3,
      "end_s": 26.5,
      "text_en": "JSW One MSME.",
      "text_native": "JSW One MSME."
    },
    {
      "ucid": "21112178953997461",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.6,
      "end_s": 27.8,
      "text_en": "Yes yes, correct, please speak.",
      "text_native": "हां हां, बराबर, बोलिए ना।"
    },
    {
      "ucid": "21112178953997461",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.0,
      "end_s": 28.3,
      "text_en": "Hmm?",
      "text_native": "हम्म?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 14,
      "speaker": "agent",
      "start_s": 28.4,
      "end_s": 30.0,
      "text_en": "Do you have any requirement right now, sir?",
      "text_native": "कुछ है अभी requirement सर आपको?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.2,
      "end_s": 32.8,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178953997461",
      "idx": 16,
      "speaker": "agent",
      "start_s": 33.0,
      "end_s": 34.3,
      "text_en": "Your voice is breaking, sir.",
      "text_native": "Voice break हो रही है सर आपकी।"
    },
    {
      "ucid": "21112178953997461",
      "idx": 17,
      "speaker": "customer",
      "start_s": 34.6,
      "end_s": 36.8,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "21112178953997461",
      "idx": 18,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 39.2,
      "text_en": "I can't understand, your voice is breaking. Hello?",
      "text_native": "नहीं समझ में आ रहा, voice break हो रही है आपकी। Hello?"
    },
    {
      "ucid": "21112178953997461",
      "idx": 19,
      "speaker": "agent",
      "start_s": 39.6,
      "end_s": 42.7,
      "text_en": "I will WhatsApp you, you call on that number. This is a system number, you cannot call back on this.",
      "text_native": "मैं आपको WhatsApp करता हूं, वो नंबर पर call करो आप। ये system का number है, इस पर call back नहीं होगा।"
    },
    {
      "ucid": "21112178953997461",
      "idx": 20,
      "speaker": "agent",
      "start_s": 43.0,
      "end_s": 44.5,
      "text_en": "I am WhatsApping you right now.",
      "text_native": "मैं आपको WhatsApp कर रहा हूं अभी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178953997461",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent greeted and identified JSW but failed to ask for permission or if it was a good time to talk."
    },
    {
      "ucid": "21112178953997461",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent skipped the hook and immediately asked for a requirement, which is a qualification step."
    },
    {
      "ucid": "21112178953997461",
      "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 about the customer's business, volume, or suppliers."
    },
    {
      "ucid": "21112178953997461",
      "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 due to a technical issue before any USPs could be pitched."
    },
    {
      "ucid": "21112178953997461",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I wanted to understand, do you have any requirement in steel right now, sir, in PPGI?",
      "comment": "Agent successfully asked if a current requirement exists, even though the call failed before details could be gathered."
    },
    {
      "ucid": "21112178953997461",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will WhatsApp you, you call on that number.",
      "comment": "Agent established a clear, committed next step to overcome the poor connection and continue the conversation."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}