{
  "ucid": "21112178955981322",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:26:53",
  "end_time": "2026-09-16 17:27:41",
  "duration_sec": 48,
  "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/DIA35d42fe3410c08c25c6171a44a478fee.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1692,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955981322__DIA35d42fe3410c08c25c6171a44a478fee.mp3",
  "audio_bytes": 90936,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 30.312,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello?\n[6s] AGENT: Hello.\n[7s] CUSTOMER: Yes.   (हां।)\n[7s] AGENT: I am speaking from JSW One.   (JSW One से बात कर रहा हूं मैं।)\n[10s] CUSTOMER: From where?   (कहां से?)\n[10s] AGENT: JSW One MSME, Jindal Steel Works.\n[13s] CUSTOMER: Yes, tell me, tell me.   (हां बोलिए बोलिए।)\n[14s] AGENT: Sir, actually your number is registered on our portal, I had called regarding that. Were you looking for some requirement?   (सर actually आपका number registered on our portal, मैंने उसी regarding call किया था। कुछ requirement में देख रहे थे?)\n[19s] UNKNOWN: The person you are speaking with has put your call on hold. Please stay on the line. The person you   (आपण ज्या व्यक्तीशी बोलत आहात त्यांनी आपला कॉल होल्डवर ठेवला आहे. कृपया लाइनवर रहा. आप जिस)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Marathi\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: The call is interrupted by a hold message in Marathi and Hindi towards the end.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 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": "You skipped the hook and went straight to asking for a requirement, which gives the customer no reason to engage; always lead with the supply/price signal to create interest first.",
  "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 introduced JSW One and asked if the customer had a requirement. The customer did not respond and immediately placed the agent on hold, after which the call ended. No information was gathered.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: I am speaking from JSW One.\", \"comment\": \"The agent identified JSW One but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the call was put on hold.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Were you looking for some requirement?\", \"comment\": \"The agent successfully asked if the customer had a current requirement, but the call was cut short before details could be captured.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the hook and went straight to asking for a requirement, which gives the customer no reason to engage; always lead with the supply/price signal to create interest first.\", \"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 introduced JSW One and asked if the customer had a requirement. The customer did not respond and immediately placed the agent on hold, after which the call ended. No information was gathered.\"}",
  "error": null,
  "latency_ms": 19244,
  "input_tokens": 2779,
  "output_tokens": 665,
  "created_at": "2026-09-25 12:08:08",
  "sentiment": "negative",
  "sentiment_score": -0.175,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.818,
  "agent_talk_sec": 9.0,
  "customer_talk_sec": 2.0,
  "dead_air_sec": 37.0,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 220.0,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 33,
  "words_customer": 9,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178955981322",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.13,
      "end_s": 5.53,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178955981322",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 6.36,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178955981322",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.63,
      "end_s": 6.89,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178955981322",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.3,
      "end_s": 8.84,
      "text_en": "I am speaking from JSW One.",
      "text_native": "JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178955981322",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.6,
      "end_s": 10.04,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178955981322",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.4,
      "end_s": 12.6,
      "text_en": "JSW One MSME, Jindal Steel Works.",
      "text_native": "JSW One MSME, Jindal Steel Works."
    },
    {
      "ucid": "21112178955981322",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.9,
      "end_s": 13.84,
      "text_en": "Yes, tell me, tell me.",
      "text_native": "हां बोलिए बोलिए।"
    },
    {
      "ucid": "21112178955981322",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.3,
      "end_s": 19.2,
      "text_en": "Sir, actually your number is registered on our portal, I had called regarding that. Were you looking for some requirement?",
      "text_native": "सर actually आपका number registered on our portal, मैंने उसी regarding call किया था। कुछ requirement में देख रहे थे?"
    },
    {
      "ucid": "21112178955981322",
      "idx": 8,
      "speaker": "unknown",
      "start_s": 19.2,
      "end_s": 26.0,
      "text_en": "The person you are speaking with has put your call on hold. Please stay on the line. The person you",
      "text_native": "आपण ज्या व्यक्तीशी बोलत आहात त्यांनी आपला कॉल होल्डवर ठेवला आहे. कृपया लाइनवर रहा. आप जिस"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955981322",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: I am speaking from JSW One.",
      "comment": "The agent identified JSW One but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178955981322",
      "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 deliver a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178955981322",
      "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 before the call was put on hold."
    },
    {
      "ucid": "21112178955981322",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178955981322",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: Were you looking for some requirement?",
      "comment": "The agent successfully asked if the customer had a current requirement, but the call was cut short before details could be captured."
    },
    {
      "ucid": "21112178955981322",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with no next step committed."
    }
  ],
  "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": []
}