{
  "ucid": "21112178955703191",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 16:40:31",
  "end_time": "2026-09-16 16:41:38",
  "duration_sec": 67,
  "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/DIA3900b9a4aa06899dedec1ccf913dfbc0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1706,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955703191__DIA3900b9a4aa06899dedec1ccf913dfbc0.mp3",
  "audio_bytes": 132840,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 44.28,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Hello?   (हेलो?)\n[2s] AGENT: Yeah, good evening sir. This is Abdul speaking from JSW One.   (Yeah, good evening sir. अब्दुल बात कर रहा हूं JSW One से।)\n[4s] CUSTOMER: Yes sir.   (हां जी सर।)\n[5s] AGENT: Sir, was there any requirement for steel? In HR, CR?   (सर जी कुछ requirement था क्या सर steel में? HR CR में?)\n[8s] CUSTOMER: This voice is not coming clearly.   (ये आवाज नहीं clear आ रही।)\n[9s] AGENT: Sir, did you have any requirement for steel material? Do you have any requirement for HR CR material?   (सर जी कुछ steel में requirement था क्या सर आपको material का? HR CR material में कुछ requirement है आपको?)\n[13s] CUSTOMER: It was in GP, sir, GP.   (GP में था सर GP।)\n[14s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[15s] AGENT: Uh, what did you need, sir?   (अह क्या चाहिए था सर आपको?)\n[16s] CUSTOMER: I needed it in 80 GSM, brother.   (80 GSM में चाहिए थे brother.)\n[18s] AGENT: Okay, what is the thickness, sir?   (अच्छा, thickness क्या है सर?)\n[19s] CUSTOMER: Uh, 2mm.   (अह 2mm.)\n[20s] AGENT: Okay okay. Alright sir, you WhatsApp me, okay? Uh, I will send you the quotation. I'll send the quotation, you WhatsApp me, okay?   (Okay okay. ठीक है सर आप मेरेको WhatsApp कर दीजिए, ठीक है? अह मैं आपको quotation भेजता हूं। Quotation भेजता हूं, आप WhatsApp कर दीजिए, ठीक है?)\n[25s] CUSTOMER: No problem, you have the number, you please WhatsApp me, I am driving.   (कोई बात नहीं, आपके पास नंबर है, आप please WhatsApp कर दीजिए, मैं drive कर रहा हूं।)\n[28s] AGENT: Alright, alright sir, okay okay.   (ठीक है, ठीक है सर, okay okay.)\n[29s] UNKNOWN: The new one, the new one.   (नया वाला नया वाला।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: There is a faint background voice at the very end of the recording.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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": 1.0,
  "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\"]",
  "pitch_coaching_note": "You skipped discovery entirely and jumped straight to quoting. You must ask questions to understand the customer's business before you can offer the right solution.",
  "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 customer stated a requirement for 2mm, 80 GSM GP steel. The agent captured these basic material specs but performed no discovery into the customer's business or full requirement. The call concluded with the agent agreeing to send a quotation on WhatsApp.",
  "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\": \"did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, was there any requirement for steel? In HR, CR?\", \"comment\": \"did not lead with a supply or price hook, instead immediately asked for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"asked no discovery questions about the customer's business, application, or procurement process.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"did not pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, what did you need, sir? ... what is the thickness, sir?\", \"comment\": \"failed to capture critical qualifying information like quantity, width, or delivery location needed for a quote.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will send you the quotation. I'll send the quotation, you WhatsApp me, okay?\", \"comment\": \"established a clear next step by committing to send a quotation via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped discovery entirely and jumped straight to quoting. You must ask questions to understand the customer's business before you can offer the right solution.\", \"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 customer stated a requirement for 2mm, 80 GSM GP steel. The agent captured these basic material specs but performed no discovery into the customer's business or full requirement. The call concluded with the agent agreeing to send a quotation on WhatsApp.\"}",
  "error": null,
  "latency_ms": 28005,
  "input_tokens": 3076,
  "output_tokens": 708,
  "created_at": "2026-09-25 12:08:46",
  "sentiment": "neutral",
  "sentiment_score": 0.013,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 5,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.649,
  "agent_talk_sec": 15.9,
  "customer_talk_sec": 8.6,
  "dead_air_sec": 42.5,
  "longest_monologue_sec": 4.3,
  "agent_wpm": 309.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 7,
  "discovery_qs": 9,
  "words_agent": 82,
  "words_customer": 37,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955703191",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178955703191",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.4,
      "end_s": 1.7,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178955703191",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.88,
      "end_s": 4.2,
      "text_en": "Yeah, good evening sir. This is Abdul speaking from JSW One.",
      "text_native": "Yeah, good evening sir. अब्दुल बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178955703191",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.46,
      "end_s": 4.99,
      "text_en": "Yes sir.",
      "text_native": "हां जी सर।"
    },
    {
      "ucid": "21112178955703191",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 7.23,
      "text_en": "Sir, was there any requirement for steel? In HR, CR?",
      "text_native": "सर जी कुछ requirement था क्या सर steel में? HR CR में?"
    },
    {
      "ucid": "21112178955703191",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.77,
      "end_s": 8.84,
      "text_en": "This voice is not coming clearly.",
      "text_native": "ये आवाज नहीं clear आ रही।"
    },
    {
      "ucid": "21112178955703191",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.08,
      "end_s": 12.5,
      "text_en": "Sir, did you have any requirement for steel material? Do you have any requirement for HR CR material?",
      "text_native": "सर जी कुछ steel में requirement था क्या सर आपको material का? HR CR material में कुछ requirement है आपको?"
    },
    {
      "ucid": "21112178955703191",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.74,
      "end_s": 13.74,
      "text_en": "It was in GP, sir, GP.",
      "text_native": "GP में था सर GP।"
    },
    {
      "ucid": "21112178955703191",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.99,
      "end_s": 14.49,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178955703191",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.89,
      "end_s": 15.89,
      "text_en": "Uh, what did you need, sir?",
      "text_native": "अह क्या चाहिए था सर आपको?"
    },
    {
      "ucid": "21112178955703191",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.09,
      "end_s": 17.8,
      "text_en": "I needed it in 80 GSM, brother.",
      "text_native": "80 GSM में चाहिए थे brother."
    },
    {
      "ucid": "21112178955703191",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.09,
      "end_s": 19.09,
      "text_en": "Okay, what is the thickness, sir?",
      "text_native": "अच्छा, thickness क्या है सर?"
    },
    {
      "ucid": "21112178955703191",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.44,
      "end_s": 20.04,
      "text_en": "Uh, 2mm.",
      "text_native": "अह 2mm."
    },
    {
      "ucid": "21112178955703191",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.29,
      "end_s": 24.59,
      "text_en": "Okay okay. Alright sir, you WhatsApp me, okay? Uh, I will send you the quotation. I'll send the quotation, you WhatsApp me, okay?",
      "text_native": "Okay okay. ठीक है सर आप मेरेको WhatsApp कर दीजिए, ठीक है? अह मैं आपको quotation भेजता हूं। Quotation भेजता हूं, आप WhatsApp कर दीजिए, ठीक है?"
    },
    {
      "ucid": "21112178955703191",
      "idx": 14,
      "speaker": "customer",
      "start_s": 24.99,
      "end_s": 28.29,
      "text_en": "No problem, you have the number, you please WhatsApp me, I am driving.",
      "text_native": "कोई बात नहीं, आपके पास नंबर है, आप please WhatsApp कर दीजिए, मैं drive कर रहा हूं।"
    },
    {
      "ucid": "21112178955703191",
      "idx": 15,
      "speaker": "agent",
      "start_s": 28.39,
      "end_s": 29.39,
      "text_en": "Alright, alright sir, okay okay.",
      "text_native": "ठीक है, ठीक है सर, okay okay."
    },
    {
      "ucid": "21112178955703191",
      "idx": 16,
      "speaker": "unknown",
      "start_s": 29.49,
      "end_s": 30.59,
      "text_en": "The new one, the new one.",
      "text_native": "नया वाला नया वाला।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955703191",
      "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": "did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178955703191",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, was there any requirement for steel? In HR, CR?",
      "comment": "did not lead with a supply or price hook, instead immediately asked for a requirement."
    },
    {
      "ucid": "21112178955703191",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "asked no discovery questions about the customer's business, application, or procurement process."
    },
    {
      "ucid": "21112178955703191",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "did not pitch any USPs."
    },
    {
      "ucid": "21112178955703191",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh, what did you need, sir? ... what is the thickness, sir?",
      "comment": "failed to capture critical qualifying information like quantity, width, or delivery location needed for a quote."
    },
    {
      "ucid": "21112178955703191",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will send you the quotation. I'll send the quotation, you WhatsApp me, okay?",
      "comment": "established a clear next step by committing to send a quotation via WhatsApp."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}