{
  "ucid": "21112178954907631",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 14:27:56",
  "end_time": "2026-09-16 14:29:26",
  "duration_sec": 90,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2bb23e4c855b6f9eceabeb3e918ea4f0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1742,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954907631__DIA2bb23e4c855b6f9eceabeb3e918ea4f0.mp3",
  "audio_bytes": 212976,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 70.992,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello   (हेलो)\n[3s] CUSTOMER: Hello   (हेलो)\n[4s] AGENT: Hello   (हेलो)\n[4s] AGENT: Hello, am I speaking with RP Engineering, sir?   (हेलो, आर पी इंजीनियरिंग से बात कर रहे हैं सर?)\n[7s] CUSTOMER: Hello   (हेलो)\n[8s] CUSTOMER: Yes, please speak.   (हां जी बोलिए।)\n[8s] AGENT: Yeah, this is Abdul speaking, sir, from JSW One.   (या, मैं अब्दुल बात कर रहा हूं सर JSW One से।)\n[11s] CUSTOMER: Yes, speak, sir.   (हां, बोलिए सर।)\n[12s] AGENT: Sir, I JSW One   (सर, मैं JSW One)\n[12s] CUSTOMER: Sir, one minute, one minute, one minute sir.   (सर, एक मिनट, एक मिनट, एक मिनट सर।)\n[14s] CUSTOMER: Yes.   (हां।)\n[14s] AGENT: Hello.   (हेलो।)\n[15s] CUSTOMER: Yes, hello, speak.   (हां, हेलो, बोलिए।)\n[16s] CUSTOMER: Sir, hold for a minute.   (सर, एक मिनट होल्ड करिए।)\n[17s] AGENT: Okay.   (ठीक।)\n[19s] CUSTOMER: Uh, wait brother, I'm on a call.   (अह, रुक जा भाई, फोन लगा हुआ है एक तो।)\n[21s] CUSTOMER: Yes sir, speak.   (हां सर, बोलिए।)\n[22s] AGENT: Sir, you had placed an inquiry on the JSW platform, sir, for wire rod.   (सर, आपने JSW के प्लेटफार्म पे कुछ आपने इंक्वायरी डाला था सर, wire rod का।)\n[25s] AGENT: So I have called for that. Do you have any requirement for wire rod, sir?   (तो उसके लिए मैं फोन किया हूं मैं। कुछ रिक्वायरमेंट है क्या सर wire rod में आपको?)\n[28s] CUSTOMER: Uh, rebar, in wire rod, rebar, are you talking about rebar?   (अह, सरिया, wire rod में सरिया, सरिया की बात कर रहे क्या आप?)\n[30s] AGENT: No no, rebar is a different thing, wire rod is a different thing, sir. What did you need? Wire rod   (नहीं नहीं, सरिया तो अलग चीज है, wire rod अलग चीज है सर। आपको क्या चाहिए था? Wire rod)\n[32s] CUSTOMER: No no, the wire rod... it was for rebar, I cancelled the wire rod one.   (नहीं नहीं, wire rod तो, सरिया का था, wire rod वाला कैंसिल कर दिया मैंने।)\n[35s] AGENT: Oh, okay, okay, okay.   (अच्छा, अच्छा, अच्छा, अच्छा।)\n[36s] CUSTOMER: Yes, and I had placed an inquiry for cement, is that a different department?   (हां, और वो मैं एक cement की इंक्वायरी डाला था, वो डिपार्टमेंट दूसरा है क्या?)\n[39s] AGENT: Uh, what are you saying? We don't look into cement, sir. We only deal in steel.   (अह, क्या बोल रहे हो? Cement हम लोग नहीं देखते हैं सर। हम खाली steel में डील करते हैं only.)\n[42s] CUSTOMER: Okay, okay. It's alright sir, if there is anything like that, I will contact you.   (Okay, okay. ठीक है ना सर, अगर ऐसा कुछ रहा तो मैं आपसे कांटेक्ट करता हूं।)\n[45s] AGENT: Yes sir, yes.   (जी सर, जी।)\n[47s] CUSTOMER: Thank you very much.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 28,
  "connected": 1,
  "audio_notes": "clear: There is some background conversation from the customer's side, but it is mostly intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "28 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When the customer corrects the product from the initial inquiry (wire rod to rebar), pivot immediately to qualify the new requirement instead of letting the call end.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "cement",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted the customer about a platform inquiry for wire rod. The customer stated this was a mistake, he had wanted rebar, and had cancelled the wire rod inquiry. The customer then asked for cement, which the agent correctly stated JSW One does not supply, leading to the call's conclusion.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had placed an inquiry on the JSW platform, sir, for wire rod.\", \"comment\": \"Agent correctly referenced the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The call ended before revalidation could occur; only the product was mentioned before the customer corrected it.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately invalidated the inquiry.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pricing or closure stage as there was no valid requirement.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"We don't look into cement, sir. We only deal in steel.\", \"comment\": \"Agent correctly stated what is not sold and did not attempt to pitch other irrelevant products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer corrects the product from the initial inquiry (wire rod to rebar), pivot immediately to qualify the new requirement instead of letting the call end.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"cement\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted the customer about a platform inquiry for wire rod. The customer stated this was a mistake, he had wanted rebar, and had cancelled the wire rod inquiry. The customer then asked for cement, which the agent correctly stated JSW One does not supply, leading to the call's conclusion.\"}",
  "error": null,
  "latency_ms": 32844,
  "input_tokens": 3467,
  "output_tokens": 644,
  "created_at": "2026-09-25 12:10:16",
  "sentiment": "neutral",
  "sentiment_score": 0.048,
  "sentiment_confidence": "high",
  "pos": 11,
  "neg": 9,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.463,
  "agent_talk_sec": 16.4,
  "customer_talk_sec": 19.0,
  "dead_air_sec": 54.6,
  "longest_monologue_sec": 4.6,
  "agent_wpm": 351.2,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 16,
  "discovery_qs": 4,
  "words_agent": 96,
  "words_customer": 95,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178954907631",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.88,
      "end_s": 2.33,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178954907631",
      "idx": 1,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.4,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178954907631",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 4.31,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178954907631",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.5,
      "end_s": 6.18,
      "text_en": "Hello, am I speaking with RP Engineering, sir?",
      "text_native": "हेलो, आर पी इंजीनियरिंग से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178954907631",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.15,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178954907631",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.78,
      "end_s": 8.38,
      "text_en": "Yes, please speak.",
      "text_native": "हां जी बोलिए।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 10.4,
      "text_en": "Yeah, this is Abdul speaking, sir, from JSW One.",
      "text_native": "या, मैं अब्दुल बात कर रहा हूं सर JSW One से।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.7,
      "end_s": 11.3,
      "text_en": "Yes, speak, sir.",
      "text_native": "हां, बोलिए सर।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.5,
      "end_s": 12.4,
      "text_en": "Sir, I JSW One",
      "text_native": "सर, मैं JSW One"
    },
    {
      "ucid": "21112178954907631",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.4,
      "end_s": 13.6,
      "text_en": "Sir, one minute, one minute, one minute sir.",
      "text_native": "सर, एक मिनट, एक मिनट, एक मिनट सर।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.1,
      "end_s": 14.3,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 11,
      "speaker": "agent",
      "start_s": 14.4,
      "end_s": 14.7,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 12,
      "speaker": "customer",
      "start_s": 14.8,
      "end_s": 15.5,
      "text_en": "Yes, hello, speak.",
      "text_native": "हां, हेलो, बोलिए।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 13,
      "speaker": "customer",
      "start_s": 16.0,
      "end_s": 17.1,
      "text_en": "Sir, hold for a minute.",
      "text_native": "सर, एक मिनट होल्ड करिए।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 14,
      "speaker": "agent",
      "start_s": 17.4,
      "end_s": 17.7,
      "text_en": "Okay.",
      "text_native": "ठीक।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 15,
      "speaker": "customer",
      "start_s": 18.6,
      "end_s": 20.6,
      "text_en": "Uh, wait brother, I'm on a call.",
      "text_native": "अह, रुक जा भाई, फोन लगा हुआ है एक तो।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 16,
      "speaker": "customer",
      "start_s": 21.2,
      "end_s": 21.8,
      "text_en": "Yes sir, speak.",
      "text_native": "हां सर, बोलिए।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 17,
      "speaker": "agent",
      "start_s": 22.1,
      "end_s": 24.6,
      "text_en": "Sir, you had placed an inquiry on the JSW platform, sir, for wire rod.",
      "text_native": "सर, आपने JSW के प्लेटफार्म पे कुछ आपने इंक्वायरी डाला था सर, wire rod का।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 18,
      "speaker": "agent",
      "start_s": 25.1,
      "end_s": 27.2,
      "text_en": "So I have called for that. Do you have any requirement for wire rod, sir?",
      "text_native": "तो उसके लिए मैं फोन किया हूं मैं। कुछ रिक्वायरमेंट है क्या सर wire rod में आपको?"
    },
    {
      "ucid": "21112178954907631",
      "idx": 19,
      "speaker": "customer",
      "start_s": 27.6,
      "end_s": 29.9,
      "text_en": "Uh, rebar, in wire rod, rebar, are you talking about rebar?",
      "text_native": "अह, सरिया, wire rod में सरिया, सरिया की बात कर रहे क्या आप?"
    },
    {
      "ucid": "21112178954907631",
      "idx": 20,
      "speaker": "agent",
      "start_s": 30.2,
      "end_s": 32.4,
      "text_en": "No no, rebar is a different thing, wire rod is a different thing, sir. What did you need? Wire rod",
      "text_native": "नहीं नहीं, सरिया तो अलग चीज है, wire rod अलग चीज है सर। आपको क्या चाहिए था? Wire rod"
    },
    {
      "ucid": "21112178954907631",
      "idx": 21,
      "speaker": "customer",
      "start_s": 32.4,
      "end_s": 34.6,
      "text_en": "No no, the wire rod... it was for rebar, I cancelled the wire rod one.",
      "text_native": "नहीं नहीं, wire rod तो, सरिया का था, wire rod वाला कैंसिल कर दिया मैंने।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 22,
      "speaker": "agent",
      "start_s": 34.9,
      "end_s": 36.0,
      "text_en": "Oh, okay, okay, okay.",
      "text_native": "अच्छा, अच्छा, अच्छा, अच्छा।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 23,
      "speaker": "customer",
      "start_s": 36.3,
      "end_s": 38.8,
      "text_en": "Yes, and I had placed an inquiry for cement, is that a different department?",
      "text_native": "हां, और वो मैं एक cement की इंक्वायरी डाला था, वो डिपार्टमेंट दूसरा है क्या?"
    },
    {
      "ucid": "21112178954907631",
      "idx": 24,
      "speaker": "agent",
      "start_s": 39.1,
      "end_s": 41.6,
      "text_en": "Uh, what are you saying? We don't look into cement, sir. We only deal in steel.",
      "text_native": "अह, क्या बोल रहे हो? Cement हम लोग नहीं देखते हैं सर। हम खाली steel में डील करते हैं only."
    },
    {
      "ucid": "21112178954907631",
      "idx": 25,
      "speaker": "customer",
      "start_s": 41.9,
      "end_s": 44.8,
      "text_en": "Okay, okay. It's alright sir, if there is anything like that, I will contact you.",
      "text_native": "Okay, okay. ठीक है ना सर, अगर ऐसा कुछ रहा तो मैं आपसे कांटेक्ट करता हूं।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 26,
      "speaker": "agent",
      "start_s": 45.0,
      "end_s": 45.6,
      "text_en": "Yes sir, yes.",
      "text_native": "जी सर, जी।"
    },
    {
      "ucid": "21112178954907631",
      "idx": 27,
      "speaker": "customer",
      "start_s": 46.6,
      "end_s": 47.5,
      "text_en": "Thank you very much.",
      "text_native": "Thank you very much."
    }
  ],
  "steps": [
    {
      "ucid": "21112178954907631",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, you had placed an inquiry on the JSW platform, sir, for wire rod.",
      "comment": "Agent correctly referenced the customer's platform inquiry at the start of the call."
    },
    {
      "ucid": "21112178954907631",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The call ended before revalidation could occur; only the product was mentioned before the customer corrected it."
    },
    {
      "ucid": "21112178954907631",
      "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 as the customer immediately invalidated the inquiry."
    },
    {
      "ucid": "21112178954907631",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pricing or closure stage as there was no valid requirement."
    },
    {
      "ucid": "21112178954907631",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "We don't look into cement, sir. We only deal in steel.",
      "comment": "Agent correctly stated what is not sold and did not attempt to pitch other irrelevant products."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}