{
  "ucid": "21112178955224841",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 15:20:48",
  "end_time": "2026-09-16 15:21:28",
  "duration_sec": 40,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Not_Answered",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA45249d2ec252f84beb524e8d573521b5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1726,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955224841__DIA45249d2ec252f84beb524e8d573521b5.mp3",
  "audio_bytes": 65232,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 21.744,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?   (हेलो?)\n[3s] AGENT: Hello, Hanuman Steels?   (हेलो, हनुमान स्टील्स?)\n[4s] CUSTOMER: Yes sir.   (हां जी सर।)\n[5s] AGENT: Sir, hello, I am Dikshit Pandya calling from JSW.   (सर जी नमस्ते, मैं दीक्षित पांड्या बात कर रहा था JSW से।)\n[8s] CUSTOMER: Yes sir.   (जी सर।)\n[9s] AGENT: Sir, you were registered on our platform, I called regarding that. Do you have any requirement for MS right now, sir?   (सर जी हमारे प्लेटफार्म पे रजिस्टर थे उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर अभी MS के लिए?)\n[12s] CUSTOMER: No, not right now.   (नहीं, अभी नहीं।)\n[14s] AGENT: Okay sir, if there is anything in the future, please let me know once.   (ठीक है सर, फ्यूचर में कुछ बताया रहेगा तो बताइएगा एक बार।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: Slight background noise is present but does not impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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": "When a customer says they have no current requirement, you must still attempt discovery to build a profile for future follow-ups.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a registered lead, confirmed the company name, and asked if they had a current requirement for MS. The customer stated they had no requirement at the moment, and the agent ended the call with a passive request for the customer to call back in the future.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and immediately asked about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to profile the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for MS right now, sir?\", \"comment\": \"Agent correctly attempted to qualify by asking for a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent used a passive closing ('let me know') instead of setting a specific, committed next step like a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current requirement, you must still attempt discovery to build a profile for future follow-ups.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a registered lead, confirmed the company name, and asked if they had a current requirement for MS. The customer stated they had no requirement at the moment, and the agent ended the call with a passive request for the customer to call back in the future.\"}",
  "error": null,
  "latency_ms": 36840,
  "input_tokens": 2774,
  "output_tokens": 643,
  "created_at": "2026-09-25 12:09:45",
  "sentiment": "negative",
  "sentiment_score": -0.333,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.795,
  "agent_talk_sec": 8.9,
  "customer_talk_sec": 2.3,
  "dead_air_sec": 28.8,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 316.9,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 47,
  "words_customer": 9,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178955224841",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.58,
      "end_s": 2.08,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178955224841",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 3.81,
      "text_en": "Hello, Hanuman Steels?",
      "text_native": "हेलो, हनुमान स्टील्स?"
    },
    {
      "ucid": "21112178955224841",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.08,
      "end_s": 4.63,
      "text_en": "Yes sir.",
      "text_native": "हां जी सर।"
    },
    {
      "ucid": "21112178955224841",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 7.2,
      "text_en": "Sir, hello, I am Dikshit Pandya calling from JSW.",
      "text_native": "सर जी नमस्ते, मैं दीक्षित पांड्या बात कर रहा था JSW से।"
    },
    {
      "ucid": "21112178955224841",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.52,
      "end_s": 8.02,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178955224841",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.7,
      "end_s": 12.1,
      "text_en": "Sir, you were registered on our platform, I called regarding that. Do you have any requirement for MS right now, sir?",
      "text_native": "सर जी हमारे प्लेटफार्म पे रजिस्टर थे उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर अभी MS के लिए?"
    },
    {
      "ucid": "21112178955224841",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.23,
      "end_s": 12.97,
      "text_en": "No, not right now.",
      "text_native": "नहीं, अभी नहीं।"
    },
    {
      "ucid": "21112178955224841",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.6,
      "end_s": 15.8,
      "text_en": "Okay sir, if there is anything in the future, please let me know once.",
      "text_native": "ठीक है सर, फ्यूचर में कुछ बताया रहेगा तो बताइएगा एक बार।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955224841",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent greeted and identified but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178955224841",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent skipped the hook and immediately asked about requirements."
    },
    {
      "ucid": "21112178955224841",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to profile the customer."
    },
    {
      "ucid": "21112178955224841",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was done, and no USPs were pitched."
    },
    {
      "ucid": "21112178955224841",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for MS right now, sir?",
      "comment": "Agent correctly attempted to qualify by asking for a current requirement."
    },
    {
      "ucid": "21112178955224841",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent used a passive closing ('let me know') instead of setting a specific, committed next step like a callback."
    }
  ],
  "objections": [],
  "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": []
}