{
  "ucid": "21112178955417041",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 15:52:50",
  "end_time": "2026-09-16 15:53:32",
  "duration_sec": 42,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3648dcab5ed213d5e18292475549bd6e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1718,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955417041__DIA3648dcab5ed213d5e18292475549bd6e.mp3",
  "audio_bytes": 59184,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 19.728,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Yes.   (हां जी।)\n[2s] AGENT: Yeah, good evening sir. This is Abdul speaking from JSW One.   (Yeah, good evening sir. मैं अब्दुल बात कर रहा हूं JSW One से।)\n[4s] CUSTOMER: Yes, good afternoon, good evening.   (हां जी, good afternoon, good evening.)\n[6s] AGENT: Do you have any requirement for steel, sir? That's why I called you.   (कुछ requirement है क्या सर steel में इसके लिए फोन किया था मैं आपको।)\n[9s] CUSTOMER: No no, not at this moment.   (नहीं नहीं, अभी इस moment पे तो नहीं है।)\n[11s] AGENT: Okay sir, no problem. Thank you.   (ठीक है सर, कोई बात नहीं। Thank you.)\n[12s] CUSTOMER: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise but it does not affect transcription quality.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must use the opening and hook to build interest before asking for a requirement, as this will help you avoid immediate dismissals and get to the discovery phase.",
  "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 opened the call and immediately asked if the customer had a requirement for steel. The customer replied that they had no requirement at the moment. The agent then thanked the customer and ended the call without attempting any discovery or scheduling a follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, good evening sir. This is Abdul speaking from JSW One.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak before proceeding.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir? That's why I called you.\", \"comment\": \"Agent did not use a supply or price hook, instead asking directly for a requirement which is not the prescribed pitch structure.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated they had no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir?\", \"comment\": \"While the agent asked about a requirement, he did not attempt to qualify for future needs when the customer said no.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, no problem. Thank you.\", \"comment\": \"The call was ended without establishing a specific next step, such as a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must use the opening and hook to build interest before asking for a requirement, as this will help you avoid immediate dismissals and get to the discovery phase.\", \"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 opened the call and immediately asked if the customer had a requirement for steel. The customer replied that they had no requirement at the moment. The agent then thanked the customer and ended the call without attempting any discovery or scheduling a follow-up.\"}",
  "error": null,
  "latency_ms": 21783,
  "input_tokens": 2753,
  "output_tokens": 719,
  "created_at": "2026-09-25 12:09:08",
  "sentiment": "neutral",
  "sentiment_score": 0.055,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 2,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.635,
  "agent_talk_sec": 6.6,
  "customer_talk_sec": 3.8,
  "dead_air_sec": 31.6,
  "longest_monologue_sec": 2.6,
  "agent_wpm": 281.8,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 31,
  "words_customer": 13,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955417041",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.68,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178955417041",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.1,
      "end_s": 1.47,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178955417041",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.67,
      "end_s": 3.88,
      "text_en": "Yeah, good evening sir. This is Abdul speaking from JSW One.",
      "text_native": "Yeah, good evening sir. मैं अब्दुल बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178955417041",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 5.5,
      "text_en": "Yes, good afternoon, good evening.",
      "text_native": "हां जी, good afternoon, good evening."
    },
    {
      "ucid": "21112178955417041",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.7,
      "end_s": 8.26,
      "text_en": "Do you have any requirement for steel, sir? That's why I called you.",
      "text_native": "कुछ requirement है क्या सर steel में इसके लिए फोन किया था मैं आपको।"
    },
    {
      "ucid": "21112178955417041",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 10.23,
      "text_en": "No no, not at this moment.",
      "text_native": "नहीं नहीं, अभी इस moment पे तो नहीं है।"
    },
    {
      "ucid": "21112178955417041",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.55,
      "end_s": 12.0,
      "text_en": "Okay sir, no problem. Thank you.",
      "text_native": "ठीक है सर, कोई बात नहीं। Thank you."
    },
    {
      "ucid": "21112178955417041",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.26,
      "end_s": 12.66,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955417041",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, good evening sir. This is Abdul speaking from JSW One.",
      "comment": "Agent did not use the customer's name or ask for permission to speak before proceeding."
    },
    {
      "ucid": "21112178955417041",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir? That's why I called you.",
      "comment": "Agent did not use a supply or price hook, instead asking directly for a requirement which is not the prescribed pitch structure."
    },
    {
      "ucid": "21112178955417041",
      "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 after the customer stated they had no current requirement."
    },
    {
      "ucid": "21112178955417041",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as the call did not progress to the pitch stage."
    },
    {
      "ucid": "21112178955417041",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir?",
      "comment": "While the agent asked about a requirement, he did not attempt to qualify for future needs when the customer said no."
    },
    {
      "ucid": "21112178955417041",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, no problem. Thank you.",
      "comment": "The call was ended without establishing a specific next step, such as a scheduled callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}