{
  "ucid": "21112178955036561",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 14:49:25",
  "end_time": "2026-09-16 14:50:12",
  "duration_sec": 47,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9cc7321ec4d607c4df508a54bfcbb96b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1738,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955036561__DIA9cc7321ec4d607c4df508a54bfcbb96b.mp3",
  "audio_bytes": 99144,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 33.048,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हेलो।)\n[1s] AGENT: Hello, Pawan Wire Products?   (हेलो, पवन वायर प्रोडक्ट्स?)\n[3s] CUSTOMER: Yes, speak.   (हाँ बोलिए।)\n[4s] AGENT: Sir, this is Sudip speaking, from JSW One MSME, Jindal Steel.   (सर जी सुदीप बोल रहा हूँ, JSW One MSME से, जिंदाल स्टील।)\n[6s] CUSTOMER: Yes, speak, speak.   (हाँ बोलिए बोलिए।)\n[7s] AGENT: Deep ji, your company was registered on our portal. Regarding your steel requirement   (दीप जी, आपका कंपनी रजिस्टर्ड था हमारे पोर्टल पर। आपके स्टील रिक्वायरमेंट को लेके)\n[11s] CUSTOMER: Yes sir.   (हाँ जी सर।)\n[11s] AGENT: I was making a follow-up call. I wanted to understand, right now in steel   (फॉलो-अप कॉल कर रहा था। समझना था अभी स्टील में)\n[13s] CUSTOMER: Sir, your voice is breaking up. Shall I call you back after ten-fifteen minutes?   (सर, आपका वॉइस कट रहा है। मैं दस-पंद्रह मिनट बाद आपको कॉल करूं?)\n[16s] AGENT: I will WhatsApp you, right? Call on that number, Deep ji. This system   (मैं आपको WhatsApp करूंगा ना, वो नंबर पे कॉल करो दीप जी। ये सिस्टम)\n[19s] CUSTOMER: Okay okay, WhatsApp me, I will call you.   (ओके ओके, मुझे WhatsApp कीजिए, मैं आपको कॉल करता हूं।)\n[21s] AGENT: Okay okay.   (ओके ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: The customer complains about the agent's voice breaking up, but the recording itself is clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": "[\"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 a customer defers a call, take ownership of the next step by proposing a specific time that YOU will call them back, rather than asking them to call you.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent initiated a follow-up call to a registered lead, Pawan Wire Products. The customer immediately reported poor line quality and asked to connect later. The call ended with an agreement for the agent to send a WhatsApp message and for the customer to call back, with no discovery or pitching taking place.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, this is Sudip speaking, from JSW One MSME, Jindal Steel.\", \"comment\": \"Agent introduced himself and the company, and respected the customer's request to connect later due to a bad line.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer due to a technical issue before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp you, right? Call on that number, Deep ji.\", \"comment\": \"Agent did not secure a specific callback time, instead asking the customer to call him back.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer defers a call, take ownership of the next step by proposing a specific time that YOU will call them back, rather than asking them to call you.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent initiated a follow-up call to a registered lead, Pawan Wire Products. The customer immediately reported poor line quality and asked to connect later. The call ended with an agreement for the agent to send a WhatsApp message and for the customer to call back, with no discovery or pitching taking place.\"}",
  "error": null,
  "latency_ms": 28733,
  "input_tokens": 2916,
  "output_tokens": 692,
  "created_at": "2026-09-25 12:10:04",
  "sentiment": "positive",
  "sentiment_score": 0.329,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.649,
  "agent_talk_sec": 13.3,
  "customer_talk_sec": 7.2,
  "dead_air_sec": 26.5,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 261.7,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 58,
  "words_customer": 31,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955036561",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.63,
      "end_s": 1.03,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178955036561",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.26,
      "end_s": 2.66,
      "text_en": "Hello, Pawan Wire Products?",
      "text_native": "हेलो, पवन वायर प्रोडक्ट्स?"
    },
    {
      "ucid": "21112178955036561",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.85,
      "end_s": 3.3,
      "text_en": "Yes, speak.",
      "text_native": "हाँ बोलिए।"
    },
    {
      "ucid": "21112178955036561",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.56,
      "end_s": 6.23,
      "text_en": "Sir, this is Sudip speaking, from JSW One MSME, Jindal Steel.",
      "text_native": "सर जी सुदीप बोल रहा हूँ, JSW One MSME से, जिंदाल स्टील।"
    },
    {
      "ucid": "21112178955036561",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.4,
      "end_s": 7.06,
      "text_en": "Yes, speak, speak.",
      "text_native": "हाँ बोलिए बोलिए।"
    },
    {
      "ucid": "21112178955036561",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.28,
      "end_s": 10.7,
      "text_en": "Deep ji, your company was registered on our portal. Regarding your steel requirement",
      "text_native": "दीप जी, आपका कंपनी रजिस्टर्ड था हमारे पोर्टल पर। आपके स्टील रिक्वायरमेंट को लेके"
    },
    {
      "ucid": "21112178955036561",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.7,
      "end_s": 11.1,
      "text_en": "Yes sir.",
      "text_native": "हाँ जी सर।"
    },
    {
      "ucid": "21112178955036561",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.1,
      "end_s": 12.98,
      "text_en": "I was making a follow-up call. I wanted to understand, right now in steel",
      "text_native": "फॉलो-अप कॉल कर रहा था। समझना था अभी स्टील में"
    },
    {
      "ucid": "21112178955036561",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.07,
      "end_s": 15.9,
      "text_en": "Sir, your voice is breaking up. Shall I call you back after ten-fifteen minutes?",
      "text_native": "सर, आपका वॉइस कट रहा है। मैं दस-पंद्रह मिनट बाद आपको कॉल करूं?"
    },
    {
      "ucid": "21112178955036561",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.24,
      "end_s": 18.8,
      "text_en": "I will WhatsApp you, right? Call on that number, Deep ji. This system",
      "text_native": "मैं आपको WhatsApp करूंगा ना, वो नंबर पे कॉल करो दीप जी। ये सिस्टम"
    },
    {
      "ucid": "21112178955036561",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 21.24,
      "text_en": "Okay okay, WhatsApp me, I will call you.",
      "text_native": "ओके ओके, मुझे WhatsApp कीजिए, मैं आपको कॉल करता हूं।"
    },
    {
      "ucid": "21112178955036561",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.24,
      "end_s": 22.64,
      "text_en": "Okay okay.",
      "text_native": "ओके ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955036561",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, this is Sudip speaking, from JSW One MSME, Jindal Steel.",
      "comment": "Agent introduced himself and the company, and respected the customer's request to connect later due to a bad line."
    },
    {
      "ucid": "21112178955036561",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was terminated by the customer due to a technical issue before the agent could deliver a hook."
    },
    {
      "ucid": "21112178955036561",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178955036561",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage."
    },
    {
      "ucid": "21112178955036561",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the qualification stage."
    },
    {
      "ucid": "21112178955036561",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will WhatsApp you, right? Call on that number, Deep ji.",
      "comment": "Agent did not secure a specific callback time, instead asking the customer to call him back."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}