{
  "ucid": "21112178955939082",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:19:50",
  "end_time": "2026-09-16 17:20:44",
  "duration_sec": 54,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA21e6d3f88c81beb93738f034268a8057.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1697,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955939082__DIA21e6d3f88c81beb93738f034268a8057.mp3",
  "audio_bytes": 123768,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 41.256,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?\n[3s] CUSTOMER: Yes?   (हाँ?)\n[4s] AGENT: Sir, Nirmal Thermot Private Limited?   (सर, निर्मल थर्मोट प्राइवेट लिमिटेड?)\n[6s] CUSTOMER: Yes.   (हाँ।)\n[6s] AGENT: Sir, calling from JSW One MSME, Jindal Steel Works, Mumbai.\n[10s] CUSTOMER: Yes.   (हाँ।)\n[11s] AGENT: Uh sir, do you have any requirement for steel right now?   (अह सर, कुछ रिक्वायरमेंट है स्टील में अभी?)\n[14s] CUSTOMER: Uh, you deal in GI structures, right?   (अह आपका जीआई स्ट्रक्चर का है ना?)\n[16s] AGENT: Sir, we have GI sheets, not structurals. GI sheets.   (सर, जीआई शीट्स है हमारे पास, स्ट्रक्चरल नहीं है। जीआई शीट्स।)\n[19s] CUSTOMER: Yes, yes. Okay. If I have a requirement, I will contact you. I have your mail ID.   (हाँ हाँ। ठीक है। मेरे पास अह रिक्वायरमेंट होगा तो मैं कांटेक्ट करूंगा। है, आपका मेल आईडी है मेरे पास।)\n[24s] AGENT: Okay sir. Okay. Okay.   (ठीक है सर। ठीक है। ओके।)\n[26s] CUSTOMER: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present but does not significantly impact transcription.",
  "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": "[\"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": "Always ask for permission to speak before asking about requirements; this builds rapport and makes the customer more likely to engage.",
  "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": "GI structurals",
  "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 and immediately asked about requirements. The customer clarified they need 'GI structures', and the agent correctly stated they only supply 'GI sheets'. The call ended due to this product mismatch, with the customer stating they would contact the agent if a need for sheets arises.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified themselves and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and went directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation ended after a product clarification.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call was cut short by a product mismatch.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement for steel right now?\", \"comment\": \"The agent asked about a current requirement and correctly identified a product mismatch.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir. Okay. Okay.\", \"comment\": \"The agent passively accepted the customer's brush-off without proposing a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always ask for permission to speak before asking about requirements; this builds rapport and makes the customer more likely to engage.\", \"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\": \"GI structurals\", \"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 and immediately asked about requirements. The customer clarified they need 'GI structures', and the agent correctly stated they only supply 'GI sheets'. The call ended due to this product mismatch, with the customer stating they would contact the agent if a need for sheets arises.\", \"call_id\": \"21112178955939082\"}",
  "error": null,
  "latency_ms": 24901,
  "input_tokens": 2856,
  "output_tokens": 696,
  "created_at": "2026-09-25 12:08:22",
  "sentiment": "positive",
  "sentiment_score": 0.42,
  "sentiment_confidence": "high",
  "pos": 13,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.558,
  "agent_talk_sec": 11.0,
  "customer_talk_sec": 8.7,
  "dead_air_sec": 34.3,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 212.7,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 7,
  "discovery_qs": 2,
  "words_agent": 39,
  "words_customer": 30,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955939082",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.61,
      "end_s": 2.08,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178955939082",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.77,
      "end_s": 3.1,
      "text_en": "Yes?",
      "text_native": "हाँ?"
    },
    {
      "ucid": "21112178955939082",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.58,
      "end_s": 5.06,
      "text_en": "Sir, Nirmal Thermot Private Limited?",
      "text_native": "सर, निर्मल थर्मोट प्राइवेट लिमिटेड?"
    },
    {
      "ucid": "21112178955939082",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 5.8,
      "text_en": "Yes.",
      "text_native": "हाँ।"
    },
    {
      "ucid": "21112178955939082",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.1,
      "end_s": 9.5,
      "text_en": "Sir, calling from JSW One MSME, Jindal Steel Works, Mumbai.",
      "text_native": "Sir, calling from JSW One MSME, Jindal Steel Works, Mumbai."
    },
    {
      "ucid": "21112178955939082",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.29,
      "text_en": "Yes.",
      "text_native": "हाँ।"
    },
    {
      "ucid": "21112178955939082",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.8,
      "end_s": 12.83,
      "text_en": "Uh sir, do you have any requirement for steel right now?",
      "text_native": "अह सर, कुछ रिक्वायरमेंट है स्टील में अभी?"
    },
    {
      "ucid": "21112178955939082",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.8,
      "end_s": 15.8,
      "text_en": "Uh, you deal in GI structures, right?",
      "text_native": "अह आपका जीआई स्ट्रक्चर का है ना?"
    },
    {
      "ucid": "21112178955939082",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 18.8,
      "text_en": "Sir, we have GI sheets, not structurals. GI sheets.",
      "text_native": "सर, जीआई शीट्स है हमारे पास, स्ट्रक्चरल नहीं है। जीआई शीट्स।"
    },
    {
      "ucid": "21112178955939082",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.0,
      "end_s": 23.8,
      "text_en": "Yes, yes. Okay. If I have a requirement, I will contact you. I have your mail ID.",
      "text_native": "हाँ हाँ। ठीक है। मेरे पास अह रिक्वायरमेंट होगा तो मैं कांटेक्ट करूंगा। है, आपका मेल आईडी है मेरे पास।"
    },
    {
      "ucid": "21112178955939082",
      "idx": 10,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 25.5,
      "text_en": "Okay sir. Okay. Okay.",
      "text_native": "ठीक है सर। ठीक है। ओके।"
    },
    {
      "ucid": "21112178955939082",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 26.5,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178955939082",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified themselves and the company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178955939082",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent skipped the hook and went directly to a qualification question."
    },
    {
      "ucid": "21112178955939082",
      "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; the conversation ended after a product clarification."
    },
    {
      "ucid": "21112178955939082",
      "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 was cut short by a product mismatch."
    },
    {
      "ucid": "21112178955939082",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, do you have any requirement for steel right now?",
      "comment": "The agent asked about a current requirement and correctly identified a product mismatch."
    },
    {
      "ucid": "21112178955939082",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir. Okay. Okay.",
      "comment": "The agent passively accepted the customer's brush-off without proposing a specific next step."
    }
  ],
  "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": []
}