{
  "ucid": "21112178954265011",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 12:40:50",
  "end_time": "2026-09-16 12:41:53",
  "duration_sec": 63,
  "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/DIAbcc4b1db0b621ad4ebc443b6b5153b91.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1754,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954265011__DIAbcc4b1db0b621ad4ebc443b6b5153b91.mp3",
  "audio_bytes": 148608,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 49.536,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Yes?\n[2s] AGENT: Am I speaking with Rajiv ji?   (राजीव जी से बात हो रही है?)\n[4s] CUSTOMER: Yes, speaking.   (जी बोल रहा हूं।)\n[4s] AGENT: Sir, I was calling from JSW One.   (सर JSW One से बात कर रहा था मैं।)\n[6s] CUSTOMER: Hmm, tell me.   (हम्म, बोलिए।)\n[7s] AGENT: Uh sir, your account was registered on our portal and like, as I could see you had also placed two inquiries in January, sir.   (अह सर, your account was registered on our portal and like, as I could see आपने मतलब January में दो inquiries भी डाली थी सर।)\n[12s] CUSTOMER: Hmm.   (हम्म।)\n[12s] AGENT: Which unfortunately, sir, we were not able to execute from our side. So what issue are you facing from our side, sir?   (जो unfortunately सर कुछ execute नहीं कर पाए थे हम अपने side से। तो क्या issue आ रहा है सर आपको हमारे side से?)\n[16s] CUSTOMER: No, the requirement that was there, I mean, they couldn't arrange it, they couldn't give a price, they couldn't make any offer, so we couldn't buy.   (नहीं, जो requirement थी वो मतलब they couldn't arrange it, they couldn't give price, they couldn't make any offer, so we couldn't buy.)\n[21s] AGENT: Okay.\n[22s] CUSTOMER: When the next requirement comes, I will post it again. If an offer comes, that's good, otherwise, no problem.   (जब next requirement होगी तो again डाल दूंगा। अगर offer आएगा तो अच्छी बात है, नहीं तो कोई बात नहीं।)\n[26s] AGENT: Okay, sir. If there's anything, you can place an inquiry through the app.   (ठीक है सर। कुछ रहता है तो आप app के through inquiry दे सकते हैं।)\n[29s] CUSTOMER: Yes, I will post it.   (हां, मैं डाल दूंगा।)\n[30s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When following up on a past service failure, acknowledge the issue then immediately pivot to the standard pitch to discover a new opportunity; this call never moved past the old problem.",
  "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": "out_of_stock",
  "supply_details": "The call is a follow-up on a past inquiry which failed. Customer states: \"the requirement that was there, I mean, they couldn't arrange it... so we couldn't buy.\"",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called to follow up on two unfulfilled inquiries from January. The customer explained they couldn't buy previously because JSW One was unable to arrange the material or provide an offer. The call ended with the customer stating they would post future requirements in the app, and the agent passively agreeing.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One.\", \"comment\": \"The agent identified themself and the company, but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Which unfortunately, sir, we were not able to execute from our side. So what issue are you facing from our side, sir?\", \"comment\": \"The agent did not lead with a supply or price hook; instead, they opened by referencing a past service failure.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, requirements, or procurement process.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"When the next requirement comes, I will post it again.\", \"comment\": \"The customer mentioned a future requirement, but the agent did not ask any qualifying questions to capture its details.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there's anything, you can place an inquiry through the app.\", \"comment\": \"The agent did not secure a committed next step, instead leaving it entirely up to the customer to re-engage.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When following up on a past service failure, acknowledge the issue then immediately pivot to the standard pitch to discover a new opportunity; this call never moved past the old problem.\", \"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\": \"out_of_stock\", \"supply_details\": \"The call is a follow-up on a past inquiry which failed. Customer states: \\\"the requirement that was there, I mean, they couldn't arrange it... so we couldn't buy.\\\"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to follow up on two unfulfilled inquiries from January. The customer explained they couldn't buy previously because JSW One was unable to arrange the material or provide an offer. The call ended with the customer stating they would post future requirements in the app, and the agent passively agreeing.\"}",
  "error": null,
  "latency_ms": 27533,
  "input_tokens": 3049,
  "output_tokens": 791,
  "created_at": "2026-09-25 12:10:43",
  "sentiment": "negative",
  "sentiment_score": -0.46,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 5,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.558,
  "agent_talk_sec": 14.5,
  "customer_talk_sec": 11.5,
  "dead_air_sec": 37.0,
  "longest_monologue_sec": 4.2,
  "agent_wpm": 310.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 75,
  "words_customer": 57,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178954265011",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.6,
      "end_s": 1.0,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178954265011",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.3,
      "end_s": 1.6,
      "text_en": "Yes?",
      "text_native": "Yes?"
    },
    {
      "ucid": "21112178954265011",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 3.3,
      "text_en": "Am I speaking with Rajiv ji?",
      "text_native": "राजीव जी से बात हो रही है?"
    },
    {
      "ucid": "21112178954265011",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.5,
      "end_s": 4.2,
      "text_en": "Yes, speaking.",
      "text_native": "जी बोल रहा हूं।"
    },
    {
      "ucid": "21112178954265011",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.3,
      "end_s": 6.0,
      "text_en": "Sir, I was calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178954265011",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.3,
      "end_s": 7.0,
      "text_en": "Hmm, tell me.",
      "text_native": "हम्म, बोलिए।"
    },
    {
      "ucid": "21112178954265011",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.3,
      "end_s": 11.5,
      "text_en": "Uh sir, your account was registered on our portal and like, as I could see you had also placed two inquiries in January, sir.",
      "text_native": "अह सर, your account was registered on our portal and like, as I could see आपने मतलब January में दो inquiries भी डाली थी सर।"
    },
    {
      "ucid": "21112178954265011",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 12.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178954265011",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.2,
      "end_s": 15.8,
      "text_en": "Which unfortunately, sir, we were not able to execute from our side. So what issue are you facing from our side, sir?",
      "text_native": "जो unfortunately सर कुछ execute नहीं कर पाए थे हम अपने side से। तो क्या issue आ रहा है सर आपको हमारे side से?"
    },
    {
      "ucid": "21112178954265011",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.4,
      "end_s": 21.2,
      "text_en": "No, the requirement that was there, I mean, they couldn't arrange it, they couldn't give a price, they couldn't make any offer, so we couldn't buy.",
      "text_native": "नहीं, जो requirement थी वो मतलब they couldn't arrange it, they couldn't give price, they couldn't make any offer, so we couldn't buy."
    },
    {
      "ucid": "21112178954265011",
      "idx": 10,
      "speaker": "agent",
      "start_s": 21.3,
      "end_s": 21.7,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178954265011",
      "idx": 11,
      "speaker": "customer",
      "start_s": 22.0,
      "end_s": 25.8,
      "text_en": "When the next requirement comes, I will post it again. If an offer comes, that's good, otherwise, no problem.",
      "text_native": "जब next requirement होगी तो again डाल दूंगा। अगर offer आएगा तो अच्छी बात है, नहीं तो कोई बात नहीं।"
    },
    {
      "ucid": "21112178954265011",
      "idx": 12,
      "speaker": "agent",
      "start_s": 26.0,
      "end_s": 28.6,
      "text_en": "Okay, sir. If there's anything, you can place an inquiry through the app.",
      "text_native": "ठीक है सर। कुछ रहता है तो आप app के through inquiry दे सकते हैं।"
    },
    {
      "ucid": "21112178954265011",
      "idx": 13,
      "speaker": "customer",
      "start_s": 28.6,
      "end_s": 29.4,
      "text_en": "Yes, I will post it.",
      "text_native": "हां, मैं डाल दूंगा।"
    },
    {
      "ucid": "21112178954265011",
      "idx": 14,
      "speaker": "agent",
      "start_s": 29.8,
      "end_s": 30.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178954265011",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW One.",
      "comment": "The agent identified themself and the company, but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178954265011",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Which unfortunately, sir, we were not able to execute from our side. So what issue are you facing from our side, sir?",
      "comment": "The agent did not lead with a supply or price hook; instead, they opened by referencing a past service failure."
    },
    {
      "ucid": "21112178954265011",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business, requirements, or procurement process."
    },
    {
      "ucid": "21112178954265011",
      "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 conducted."
    },
    {
      "ucid": "21112178954265011",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "When the next requirement comes, I will post it again.",
      "comment": "The customer mentioned a future requirement, but the agent did not ask any qualifying questions to capture its details."
    },
    {
      "ucid": "21112178954265011",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If there's anything, you can place an inquiry through the app.",
      "comment": "The agent did not secure a committed next step, instead leaving it entirely up to the customer to re-engage."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}