{
  "ucid": "21112178954886222",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 14:24:22",
  "end_time": "2026-09-16 14:25:52",
  "duration_sec": 90,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "Onboarded",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA66ba7abbc34389aa247f4167e587d85b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1743,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954886222__DIA66ba7abbc34389aa247f4167e587d85b.mp3",
  "audio_bytes": 192888,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 64.296,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Yes sir, Kartik was speaking from JSW One.   (हां जी सर, कार्तिक बात कर रहा था JSW One से।)\n[5s] CUSTOMER: From where?   (कहां से?)\n[6s] AGENT: Sir, from JSW One.   (सर JSW One से।)\n[7s] CUSTOMER: Yes.   (हां जी।)\n[7s] AGENT: Yes, yes. Sir, I was saying, will you have any requirement for HR and all right now?   (हां जी हां जी। सर मैंने कहा अभी कुछ requirement रहेगा अपना HR वगेरा में?)\n[10s] CUSTOMER: Not in HR, sir.   (HR में नहीं है सर।)\n[12s] AGENT: Okay. What you... like you had selected an inquiry on our portal,   (अच्छा। क्या आपने जैसे आपने inquiry select किया था हमारे portal पे,)\n[14s] CUSTOMER: for a beam.   (beam का।)\n[14s] AGENT: For a beam, ISMB beam.   (Beam का, ISMB beam.)\n[15s] CUSTOMER: I need a 100 beam.   (100 का beam चाहिए।)\n[16s] AGENT: Okay. Right now?   (ठीक है। अभी?)\n[17s] CUSTOMER: Yes, right now I need a 100, a 150, and a 200 beam.   (हां, अभी फिलहाल मेरेको 100 का, 150 का और 200 का beam चाहिए।)\n[20s] AGENT: 100, 150 and 200.   (100, 150 और 200.)\n[21s] CUSTOMER: Hmm.   (हम्म।)\n[21s] AGENT: No, so for 100 you put 3.2 ton.   (नहीं तो आपको 100 की डाली आपने 3.2 ton.)\n[24s] CUSTOMER: 150 beam...   (150 का beam...)\n[24s] AGENT: 150's...   (150 का...)\n[25s] CUSTOMER: I'm not finding the 150 one online.   (150 का मिल ही नहीं रहा है उसमे online.)\n[26s] AGENT: Okay, you're not getting the option. Do one thing, send me the size on WhatsApp.   (अच्छा, option नहीं मिल रहा है। आप एक काम करो ना मुझे WhatsApp पे size डाल दो।)\n[29s] AGENT: I will let you know, okay?   (मैं आपको बता देता हूं, ठीक है?)\n[30s] CUSTOMER: Okay.   (ठीक है।)\n[30s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and crosstalk on the customer's side, but the main conversation is mostly clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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": 2.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "Always start the call by referencing the customer's specific online inquiry; in this case, you asked about 'HR' when they had inquired about 'beams', causing initial confusion.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": 3.2,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer followed up on an online inquiry for ISMB beams. The agent initially asked about an unrelated product (HR) before being corrected. The customer specified needs for 100, 150, and 200 size beams and noted difficulty finding one size on the portal. The call ended with the agent asking the customer to send the requirements via WhatsApp, without providing a price or timeline.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was saying, will you have any requirement for HR and all right now?\", \"comment\": \"The agent started with a generic question about a different product (HR) instead of acknowledging the customer's specific online inquiry for a beam.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"For a beam, ISMB beam.\", \"comment\": \"The agent confirmed product, quantity (3.2 ton), and timeline ('Right now?'), but failed to validate the delivery location.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was ended by deferring to WhatsApp, without providing a price, confirming stock, or stating a timeline for a response.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"send me the size on WhatsApp. I will let you know, okay?\", \"comment\": \"The agent remained focused on the customer's specific request and did not pitch other irrelevant products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always start the call by referencing the customer's specific online inquiry; in this case, you asked about 'HR' when they had inquired about 'beams', causing initial confusion.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": \"3.2 ton\", \"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 customer followed up on an online inquiry for ISMB beams. The agent initially asked about an unrelated product (HR) before being corrected. The customer specified needs for 100, 150, and 200 size beams and noted difficulty finding one size on the portal. The call ended with the agent asking the customer to send the requirements via WhatsApp, without providing a price or timeline.\"}",
  "error": null,
  "latency_ms": 39554,
  "input_tokens": 3268,
  "output_tokens": 710,
  "created_at": "2026-09-25 12:10:23",
  "sentiment": "positive",
  "sentiment_score": 0.205,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 2,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.631,
  "agent_talk_sec": 16.9,
  "customer_talk_sec": 9.9,
  "dead_air_sec": 63.2,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 301.8,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 11,
  "discovery_qs": 3,
  "words_agent": 85,
  "words_customer": 40,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178954886222",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.0,
      "end_s": 1.5,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178954886222",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.29,
      "end_s": 4.54,
      "text_en": "Yes sir, Kartik was speaking from JSW One.",
      "text_native": "हां जी सर, कार्तिक बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 5.3,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178954886222",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.54,
      "end_s": 6.24,
      "text_en": "Sir, from JSW One.",
      "text_native": "सर JSW One से।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.2,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.2,
      "end_s": 9.8,
      "text_en": "Yes, yes. Sir, I was saying, will you have any requirement for HR and all right now?",
      "text_native": "हां जी हां जी। सर मैंने कहा अभी कुछ requirement रहेगा अपना HR वगेरा में?"
    },
    {
      "ucid": "21112178954886222",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 11.2,
      "text_en": "Not in HR, sir.",
      "text_native": "HR में नहीं है सर।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.5,
      "end_s": 14.0,
      "text_en": "Okay. What you... like you had selected an inquiry on our portal,",
      "text_native": "अच्छा। क्या आपने जैसे आपने inquiry select किया था हमारे portal पे,"
    },
    {
      "ucid": "21112178954886222",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 14.5,
      "text_en": "for a beam.",
      "text_native": "beam का।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.5,
      "end_s": 15.2,
      "text_en": "For a beam, ISMB beam.",
      "text_native": "Beam का, ISMB beam."
    },
    {
      "ucid": "21112178954886222",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 16.2,
      "text_en": "I need a 100 beam.",
      "text_native": "100 का beam चाहिए।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 17.2,
      "text_en": "Okay. Right now?",
      "text_native": "ठीक है। अभी?"
    },
    {
      "ucid": "21112178954886222",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.2,
      "end_s": 20.0,
      "text_en": "Yes, right now I need a 100, a 150, and a 200 beam.",
      "text_native": "हां, अभी फिलहाल मेरेको 100 का, 150 का और 200 का beam चाहिए।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 21.0,
      "text_en": "100, 150 and 200.",
      "text_native": "100, 150 और 200."
    },
    {
      "ucid": "21112178954886222",
      "idx": 14,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 21.3,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 15,
      "speaker": "agent",
      "start_s": 21.3,
      "end_s": 23.5,
      "text_en": "No, so for 100 you put 3.2 ton.",
      "text_native": "नहीं तो आपको 100 की डाली आपने 3.2 ton."
    },
    {
      "ucid": "21112178954886222",
      "idx": 16,
      "speaker": "customer",
      "start_s": 23.5,
      "end_s": 24.2,
      "text_en": "150 beam...",
      "text_native": "150 का beam..."
    },
    {
      "ucid": "21112178954886222",
      "idx": 17,
      "speaker": "agent",
      "start_s": 24.2,
      "end_s": 24.6,
      "text_en": "150's...",
      "text_native": "150 का..."
    },
    {
      "ucid": "21112178954886222",
      "idx": 18,
      "speaker": "customer",
      "start_s": 24.6,
      "end_s": 26.5,
      "text_en": "I'm not finding the 150 one online.",
      "text_native": "150 का मिल ही नहीं रहा है उसमे online."
    },
    {
      "ucid": "21112178954886222",
      "idx": 19,
      "speaker": "agent",
      "start_s": 26.5,
      "end_s": 28.8,
      "text_en": "Okay, you're not getting the option. Do one thing, send me the size on WhatsApp.",
      "text_native": "अच्छा, option नहीं मिल रहा है। आप एक काम करो ना मुझे WhatsApp पे size डाल दो।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 20,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 29.8,
      "text_en": "I will let you know, okay?",
      "text_native": "मैं आपको बता देता हूं, ठीक है?"
    },
    {
      "ucid": "21112178954886222",
      "idx": 21,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 30.2,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178954886222",
      "idx": 22,
      "speaker": "agent",
      "start_s": 30.5,
      "end_s": 31.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178954886222",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I was saying, will you have any requirement for HR and all right now?",
      "comment": "The agent started with a generic question about a different product (HR) instead of acknowledging the customer's specific online inquiry for a beam."
    },
    {
      "ucid": "21112178954886222",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 3,
      "evidence": "For a beam, ISMB beam.",
      "comment": "The agent confirmed product, quantity (3.2 ton), and timeline ('Right now?'), but failed to validate the delivery location."
    },
    {
      "ucid": "21112178954886222",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business, application, or procurement habits."
    },
    {
      "ucid": "21112178954886222",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was ended by deferring to WhatsApp, without providing a price, confirming stock, or stating a timeline for a response."
    },
    {
      "ucid": "21112178954886222",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "send me the size on WhatsApp. I will let you know, okay?",
      "comment": "The agent remained focused on the customer's specific request and did not pitch other irrelevant products."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}