{
  "ucid": "21112178954402441",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 13:03:44",
  "end_time": "2026-09-16 13:04:49",
  "duration_sec": 65,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe73d574150cbd60fa770d7c72903c0b2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1744,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954402441__DIAe73d574150cbd60fa770d7c72903c0b2.mp3",
  "audio_bytes": 126144,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 42.048,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हैलो?)\n[2s] AGENT: Yes. Mr. Mohammad Rashid, Ronak Mehta speaking from JSW One. For your AK Handicrafts, whatever is needed, are you having any requirement for steel right now? In HR steel?   (जी। मोहम्मद रशीद जी, रोनक मेहता बात कर रहा हूं JSW One से। आपका ये AK Handicrafts के लिए जो भी लग रहा है steel में requirement आ रही है अभी आपको? HR steel में?)\n[8s] CUSTOMER: I am taking steel from somewhere else.   (कहीं और से ले रहा हूं मैं steel।)\n[9s] AGENT: Yes?   (हां?)\n[10s] CUSTOMER: I am taking it from somewhere else.   (कहीं और से ले रहा हूं।)\n[11s] AGENT: Then you should try from JSW also, sir. How many tons do you need per month?   (तो JSW से भी आप try कीजिए ना सर। कितना ton लगता है आपको महीने का?)\n[14s] CUSTOMER: 100 ton.\n[15s] AGENT: Then I will give it, sir. You will get JSW make also, or any other material, which brand do you prefer, sir?   (तो दे दूंगा ना सर मैं अभी। JSW make भी मिलेगा या कोई और material, कौनसा brand का लेते है सर आप prefer?)\n[21s] CUSTOMER: Hello?   (हैलो?)\n[21s] CUSTOMER: I will talk later.   (मैं बाद में बात करता हूं।)\n[23s] AGENT: Shall I connect with you at 3 o'clock once to discuss...   (मैं आपको connect करूं तीन बजे एक बार discuss...)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side.",
  "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": "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": "You lost control of the call in the first 10 seconds. Always open by asking for permission to speak, then deliver a value hook (e.g., 'we have HR steel available for immediate dispatch') before asking any questions.",
  "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 potential manufacturing customer who buys 100 MT/month but has an incumbent supplier. The agent attempted to overcome this objection and gather some discovery information, but the customer cut the call short, deferring the conversation. The agent's attempt to schedule a specific callback time was unsuccessful as the call ended abruptly.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a question about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead opening with a direct question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"How many tons do you need per month? ... which brand do you prefer, sir?\", \"comment\": \"The agent only asked about monthly tonnage and preferred brands, failing to meet the minimum of 3 questions for a partial pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"are you having any requirement for steel right now? In HR steel?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent attempted to schedule a callback but the call ended before the customer could agree, so no next step was committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You lost control of the call in the first 10 seconds. Always open by asking for permission to speak, then deliver a value hook (e.g., 'we have HR steel available for immediate dispatch') before asking any questions.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"I am taking steel from somewhere else.\", \"response\": \"Then you should try from JSW also, sir.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"I will talk later.\", \"response\": \"Shall I connect with you at 3 o'clock once to discuss...\"}], \"call_summary\": \"The agent contacted a potential manufacturing customer who buys 100 MT/month but has an incumbent supplier. The agent attempted to overcome this objection and gather some discovery information, but the customer cut the call short, deferring the conversation. The agent's attempt to schedule a specific callback time was unsuccessful as the call ended abruptly.\"}",
  "error": null,
  "latency_ms": 36827,
  "input_tokens": 2918,
  "output_tokens": 858,
  "created_at": "2026-09-25 12:10:22",
  "sentiment": "negative",
  "sentiment_score": -0.3,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.744,
  "agent_talk_sec": 14.5,
  "customer_talk_sec": 5.0,
  "dead_air_sec": 45.5,
  "longest_monologue_sec": 5.7,
  "agent_wpm": 326.9,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 5,
  "words_agent": 79,
  "words_customer": 22,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178954402441",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.97,
      "end_s": 1.37,
      "text_en": "Hello?",
      "text_native": "हैलो?"
    },
    {
      "ucid": "21112178954402441",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.82,
      "end_s": 7.52,
      "text_en": "Yes. Mr. Mohammad Rashid, Ronak Mehta speaking from JSW One. For your AK Handicrafts, whatever is needed, are you having any requirement for steel right now? In HR steel?",
      "text_native": "जी। मोहम्मद रशीद जी, रोनक मेहता बात कर रहा हूं JSW One से। आपका ये AK Handicrafts के लिए जो भी लग रहा है steel में requirement आ रही है अभी आपको? HR steel में?"
    },
    {
      "ucid": "21112178954402441",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.83,
      "end_s": 9.33,
      "text_en": "I am taking steel from somewhere else.",
      "text_native": "कहीं और से ले रहा हूं मैं steel।"
    },
    {
      "ucid": "21112178954402441",
      "idx": 3,
      "speaker": "agent",
      "start_s": 9.4,
      "end_s": 9.7,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178954402441",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 11.0,
      "text_en": "I am taking it from somewhere else.",
      "text_native": "कहीं और से ले रहा हूं।"
    },
    {
      "ucid": "21112178954402441",
      "idx": 5,
      "speaker": "agent",
      "start_s": 11.42,
      "end_s": 14.0,
      "text_en": "Then you should try from JSW also, sir. How many tons do you need per month?",
      "text_native": "तो JSW से भी आप try कीजिए ना सर। कितना ton लगता है आपको महीने का?"
    },
    {
      "ucid": "21112178954402441",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.34,
      "end_s": 14.94,
      "text_en": "100 ton.",
      "text_native": "100 ton."
    },
    {
      "ucid": "21112178954402441",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 19.5,
      "text_en": "Then I will give it, sir. You will get JSW make also, or any other material, which brand do you prefer, sir?",
      "text_native": "तो दे दूंगा ना सर मैं अभी। JSW make भी मिलेगा या कोई और material, कौनसा brand का लेते है सर आप prefer?"
    },
    {
      "ucid": "21112178954402441",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.51,
      "end_s": 20.91,
      "text_en": "Hello?",
      "text_native": "हैलो?"
    },
    {
      "ucid": "21112178954402441",
      "idx": 9,
      "speaker": "customer",
      "start_s": 21.36,
      "end_s": 22.5,
      "text_en": "I will talk later.",
      "text_native": "मैं बाद में बात करता हूं।"
    },
    {
      "ucid": "21112178954402441",
      "idx": 10,
      "speaker": "agent",
      "start_s": 23.3,
      "end_s": 25.0,
      "text_en": "Shall I connect with you at 3 o'clock once to discuss...",
      "text_native": "मैं आपको connect करूं तीन बजे एक बार discuss..."
    }
  ],
  "steps": [
    {
      "ucid": "21112178954402441",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak, jumping directly into a question about requirements."
    },
    {
      "ucid": "21112178954402441",
      "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 opening with a direct question."
    },
    {
      "ucid": "21112178954402441",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "How many tons do you need per month? ... which brand do you prefer, sir?",
      "comment": "The agent only asked about monthly tonnage and preferred brands, failing to meet the minimum of 3 questions for a partial pass."
    },
    {
      "ucid": "21112178954402441",
      "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 before the agent could pitch any USPs."
    },
    {
      "ucid": "21112178954402441",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "are you having any requirement for steel right now? In HR steel?",
      "comment": "The agent successfully asked if a current requirement exists, which is the core intent of this step."
    },
    {
      "ucid": "21112178954402441",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent attempted to schedule a callback but the call ended before the customer could agree, so no next step was committed."
    }
  ],
  "objections": [
    {
      "ucid": "21112178954402441",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "I am taking steel from somewhere else.",
      "response": "Then you should try from JSW also, sir."
    },
    {
      "ucid": "21112178954402441",
      "obj_type": "send_price_will_think",
      "state": "handled",
      "evidence": "I will talk later.",
      "response": "Shall I connect with you at 3 o'clock once to discuss..."
    }
  ],
  "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": []
}