{
  "ucid": "21112178955965661",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:24:16",
  "end_time": "2026-09-16 17:25:39",
  "duration_sec": 83,
  "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/DIA937fc8431020cc86b51ebf136fd25cd7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1694,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955965661__DIA937fc8431020cc86b51ebf136fd25cd7.mp3",
  "audio_bytes": 161136,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 53.712,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[7s] CUSTOMER: Hello?\n[8s] AGENT: Ajay?   (अजय?)\n[9s] AGENT: Sir, I was calling from JSW One.   (सर JSW One से बात कर रहा था मैं।)\n[11s] CUSTOMER: Were you saying Jaipur?   (जयपुर बोल रहे थे?)\n[12s] AGENT: Uh sir, Dhruv speaking from JSW One MSME.   (अह सर ध्रुव बात कर रहा हूं JSW One MSME से।)\n[15s] CUSTOMER: Yes. What's your good name?   (हां जी। What's your good name?)\n[16s] AGENT: My name is Dhruv sir, Dhruv Sharma.\n[18s] CUSTOMER: Okay, tell me sir, tell me.   (अच्छा जी, बोलिए सर बोलिए।)\n[20s] AGENT: Yes sir. I was asking sir, were you looking for any requirement in sheet metal etc. right now?   (हां सर। मैं यह पूछ रहा था सर, कुछ requirement में देख रहे थे सर sheet metal वगेरा में अभी?)\n[24s] CUSTOMER: Uh, for now I have completed all [inaudible], for now I don't have any.   (अह अभी तो फिलहाल सब [inaudible] complete कर दिया है मैंने, अभी तो फिलहाल नहीं है।)\n[27s] CUSTOMER: Okay.   (अच्छा।)\n[27s] CUSTOMER: For sheet metal, I have his number, I have the sheet metal number, I will forward it to him.   (Sheet metal के लिए मेरे पास इसका नंबर है, sheet metal का नंबर है, मैं उसको forward कर देता हूं।)\n[31s] AGENT: Okay.\n[32s] CUSTOMER: I will mail it to you.   (मैं आपको mail कर दूंगा।)\n[33s] AGENT: Done sir, done. Okay. I'll be waiting then.   (Done sir, done. ठीक है। I'll be waiting then.)\n[35s] AGENT: Let me know if there is anything.   (बताइए कुछ जैसे हो तो।)\n[37s] AGENT: Okay, thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "noisy: The customer seems to be in a moving vehicle, causing significant background noise and rattling, which makes some parts of the conversation difficult to understand.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 turns, clean transcript (6% 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "After your introduction, use a supply or price hook to build interest before asking for requirements; this can help start a conversation even when the customer has no immediate need.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted the customer about sheet metal. The customer stated they had no current requirement but offered to forward the agent's details to the correct person. The agent accepted this and ended the call without establishing a firm follow-up plan. No discovery or pitching took place.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One. ... Ajay?\", \"comment\": \"The agent identified himself and the company, used the customer's name, and the customer gave implicit permission to proceed by saying 'tell me sir, tell me'.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead moving directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I was asking sir, were you looking for any requirement in sheet metal etc. right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll be waiting then.\", \"comment\": \"The agent did not establish a concrete next step, instead passively waiting for the customer to act.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"After your introduction, use a supply or price hook to build interest before asking for requirements; this can help start a conversation even when the customer has no immediate need.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted the customer about sheet metal. The customer stated they had no current requirement but offered to forward the agent's details to the correct person. The agent accepted this and ended the call without establishing a firm follow-up plan. No discovery or pitching took place.\"}",
  "error": null,
  "latency_ms": 27325,
  "input_tokens": 3037,
  "output_tokens": 721,
  "created_at": "2026-09-25 12:08:18",
  "sentiment": "negative",
  "sentiment_score": -0.186,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 3,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.547,
  "agent_talk_sec": 13.5,
  "customer_talk_sec": 11.2,
  "dead_air_sec": 58.3,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 266.7,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 60,
  "words_customer": 56,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955965661",
      "idx": 0,
      "speaker": "customer",
      "start_s": 6.57,
      "end_s": 7.0,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178955965661",
      "idx": 1,
      "speaker": "agent",
      "start_s": 7.86,
      "end_s": 8.26,
      "text_en": "Ajay?",
      "text_native": "अजय?"
    },
    {
      "ucid": "21112178955965661",
      "idx": 2,
      "speaker": "agent",
      "start_s": 8.59,
      "end_s": 10.0,
      "text_en": "Sir, I was calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178955965661",
      "idx": 3,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 11.64,
      "text_en": "Were you saying Jaipur?",
      "text_native": "जयपुर बोल रहे थे?"
    },
    {
      "ucid": "21112178955965661",
      "idx": 4,
      "speaker": "agent",
      "start_s": 12.05,
      "end_s": 14.5,
      "text_en": "Uh sir, Dhruv speaking from JSW One MSME.",
      "text_native": "अह सर ध्रुव बात कर रहा हूं JSW One MSME से।"
    },
    {
      "ucid": "21112178955965661",
      "idx": 5,
      "speaker": "customer",
      "start_s": 14.8,
      "end_s": 16.04,
      "text_en": "Yes. What's your good name?",
      "text_native": "हां जी। What's your good name?"
    },
    {
      "ucid": "21112178955965661",
      "idx": 6,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 17.84,
      "text_en": "My name is Dhruv sir, Dhruv Sharma.",
      "text_native": "My name is Dhruv sir, Dhruv Sharma."
    },
    {
      "ucid": "21112178955965661",
      "idx": 7,
      "speaker": "customer",
      "start_s": 18.0,
      "end_s": 19.08,
      "text_en": "Okay, tell me sir, tell me.",
      "text_native": "अच्छा जी, बोलिए सर बोलिए।"
    },
    {
      "ucid": "21112178955965661",
      "idx": 8,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 23.0,
      "text_en": "Yes sir. I was asking sir, were you looking for any requirement in sheet metal etc. right now?",
      "text_native": "हां सर। मैं यह पूछ रहा था सर, कुछ requirement में देख रहे थे सर sheet metal वगेरा में अभी?"
    },
    {
      "ucid": "21112178955965661",
      "idx": 9,
      "speaker": "customer",
      "start_s": 23.5,
      "end_s": 26.5,
      "text_en": "Uh, for now I have completed all [inaudible], for now I don't have any.",
      "text_native": "अह अभी तो फिलहाल सब [inaudible] complete कर दिया है मैंने, अभी तो फिलहाल नहीं है।"
    },
    {
      "ucid": "21112178955965661",
      "idx": 10,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 27.1,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178955965661",
      "idx": 11,
      "speaker": "customer",
      "start_s": 27.2,
      "end_s": 30.5,
      "text_en": "For sheet metal, I have his number, I have the sheet metal number, I will forward it to him.",
      "text_native": "Sheet metal के लिए मेरे पास इसका नंबर है, sheet metal का नंबर है, मैं उसको forward कर देता हूं।"
    },
    {
      "ucid": "21112178955965661",
      "idx": 12,
      "speaker": "agent",
      "start_s": 31.2,
      "end_s": 31.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178955965661",
      "idx": 13,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 32.8,
      "text_en": "I will mail it to you.",
      "text_native": "मैं आपको mail कर दूंगा।"
    },
    {
      "ucid": "21112178955965661",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.0,
      "end_s": 35.0,
      "text_en": "Done sir, done. Okay. I'll be waiting then.",
      "text_native": "Done sir, done. ठीक है। I'll be waiting then."
    },
    {
      "ucid": "21112178955965661",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.2,
      "end_s": 36.2,
      "text_en": "Let me know if there is anything.",
      "text_native": "बताइए कुछ जैसे हो तो।"
    },
    {
      "ucid": "21112178955965661",
      "idx": 16,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 37.5,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178955965661",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW One. ... Ajay?",
      "comment": "The agent identified himself and the company, used the customer's name, and the customer gave implicit permission to proceed by saying 'tell me sir, tell me'."
    },
    {
      "ucid": "21112178955965661",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, instead moving directly to a qualification question."
    },
    {
      "ucid": "21112178955965661",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business, volume, or current suppliers."
    },
    {
      "ucid": "21112178955965661",
      "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 performed, and consequently no USPs were pitched."
    },
    {
      "ucid": "21112178955965661",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I was asking sir, were you looking for any requirement in sheet metal etc. right now?",
      "comment": "The agent successfully asked if a current requirement exists, which is the primary goal of this step."
    },
    {
      "ucid": "21112178955965661",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll be waiting then.",
      "comment": "The agent did not establish a concrete next step, instead passively waiting for the customer to act."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}