{
  "ucid": "21112178956109331",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:48:13",
  "end_time": "2026-09-16 17:49:18",
  "duration_sec": 65,
  "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/DIA0c7f96f8ee6ea0bdfac9adc2b5480bf3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1682,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956109331__DIA0c7f96f8ee6ea0bdfac9adc2b5480bf3.mp3",
  "audio_bytes": 136512,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 45.504,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: So why wasn't it mentioned, is it my fault in this, sir?   (तो मेंशन क्यों नहीं किया मेरी गलती है क्या सर इसमें?)\n[5s] UNKNOWN: Hello.\n[6s] CUSTOMER: Hello.\n[7s] CUSTOMER: Yes.   (हां।)\n[7s] AGENT: Yeah, hello sir. Abdul speaking from JSW One.   (या, नमस्कार सर। अब्दुल बात कर रहा हूं JSW One से।)\n[10s] CUSTOMER: Yes, tell me brother.   (बोलो भाई।)\n[11s] AGENT: Sir, your company was registered here, by the name of Rishi Kant and Enterprises. So I called for that.   (सर आपकी कंपनी यहां रजिस्टर्ड थी, ऋषि कांत एंड एंटरप्राइजेज के नाम से। तो इसके लिए फोन किया था।)\n[14s] CUSTOMER: Right now, what is the current rate? For 2 mm?   (अभी अभी क्या क्या रेट चल रहा है अभी? 2 mm का?)\n[17s] AGENT: For 2 mm, sir, the rate...   (2 mm का सर रेट...)\n[18s] CUSTOMER: 2 mm 1500.\n[19s] AGENT: 2 mm material is not even available right now. 2 mm is not available, sir.   (2 mm अभी अवेलेबल भी नहीं है मटेरियल। 2 mm अवेलेबल नहीं है सर।)\n[21s] CUSTOMER: 2 mm is not available?   (2 mm अवेलेबल नहीं है?)\n[23s] AGENT: No sir. 1.6 is also not available.   (नहीं सर। 1.6 भी अवेलेबल नहीं है।)\n[24s] CUSTOMER: Is 1.5 available?   (1.5 है?)\n[26s] AGENT: No, 1.5 is not made anymore, sir. JSW One does not make 1.5.   (नहीं, अब 1.5 नहीं बनता है सर। JSW One 1.5 नहीं बनाता है।)\n[29s] CUSTOMER: Okay.   (ठीक है।)\n[30s] AGENT: Okay.   (ठीक।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: The recording begins with some unrelated crosstalk before the main call starts.",
  "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": 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": "When a customer immediately asks for a price, acknowledge their request but pivot back to the script to understand their business needs before discussing specific products or rates.",
  "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": "out_of_stock",
  "supply_details": "Agent stated 2mm and 1.6mm are not available. Also stated 1.5mm is no longer manufactured by JSW One.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent made an outbound call, but the customer immediately took control to ask for the price of 2mm material. The agent informed the customer that 2mm and 1.6mm were out of stock, and that 1.5mm is a spec JSW One no longer produces. The call ended there with no discovery or next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, hello sir. Abdul speaking from JSW One.\", \"comment\": \"Agent identified himself and 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\": \"Agent did not get to deliver a hook as the customer immediately asked for a price.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the customer drove the conversation straight to a specific requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if a current requirement exists; the customer volunteered it, and the agent only responded on availability.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay.\", \"comment\": \"The call ended abruptly after confirming no stock, with no next step committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for a price, acknowledge their request but pivot back to the script to understand their business needs before discussing specific products or rates.\", \"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\": \"out_of_stock\", \"supply_details\": \"Agent stated 2mm and 1.6mm are not available. Also stated 1.5mm is no longer manufactured by JSW One.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent made an outbound call, but the customer immediately took control to ask for the price of 2mm material. The agent informed the customer that 2mm and 1.6mm were out of stock, and that 1.5mm is a spec JSW One no longer produces. The call ended there with no discovery or next steps.\"}",
  "error": null,
  "latency_ms": 28683,
  "input_tokens": 3034,
  "output_tokens": 732,
  "created_at": "2026-09-25 12:07:48",
  "sentiment": "neutral",
  "sentiment_score": 0.086,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.66,
  "agent_talk_sec": 14.0,
  "customer_talk_sec": 7.2,
  "dead_air_sec": 43.8,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 308.6,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 0,
  "words_agent": 72,
  "words_customer": 29,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178956109331",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.43,
      "end_s": 2.83,
      "text_en": "So why wasn't it mentioned, is it my fault in this, sir?",
      "text_native": "तो मेंशन क्यों नहीं किया मेरी गलती है क्या सर इसमें?"
    },
    {
      "ucid": "21112178956109331",
      "idx": 1,
      "speaker": "unknown",
      "start_s": 4.91,
      "end_s": 5.31,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178956109331",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.868,
      "end_s": 6.248,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178956109331",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.628,
      "end_s": 7.008,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178956109331",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.248,
      "end_s": 9.628,
      "text_en": "Yeah, hello sir. Abdul speaking from JSW One.",
      "text_native": "या, नमस्कार सर। अब्दुल बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178956109331",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.938,
      "end_s": 10.538,
      "text_en": "Yes, tell me brother.",
      "text_native": "बोलो भाई।"
    },
    {
      "ucid": "21112178956109331",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.748,
      "end_s": 14.428,
      "text_en": "Sir, your company was registered here, by the name of Rishi Kant and Enterprises. So I called for that.",
      "text_native": "सर आपकी कंपनी यहां रजिस्टर्ड थी, ऋषि कांत एंड एंटरप्राइजेज के नाम से। तो इसके लिए फोन किया था।"
    },
    {
      "ucid": "21112178956109331",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.428,
      "end_s": 16.818,
      "text_en": "Right now, what is the current rate? For 2 mm?",
      "text_native": "अभी अभी क्या क्या रेट चल रहा है अभी? 2 mm का?"
    },
    {
      "ucid": "21112178956109331",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.818,
      "end_s": 17.518,
      "text_en": "For 2 mm, sir, the rate...",
      "text_native": "2 mm का सर रेट..."
    },
    {
      "ucid": "21112178956109331",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.618,
      "end_s": 18.618,
      "text_en": "2 mm 1500.",
      "text_native": "2 mm 1500."
    },
    {
      "ucid": "21112178956109331",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.818,
      "end_s": 21.248,
      "text_en": "2 mm material is not even available right now. 2 mm is not available, sir.",
      "text_native": "2 mm अभी अवेलेबल भी नहीं है मटेरियल। 2 mm अवेलेबल नहीं है सर।"
    },
    {
      "ucid": "21112178956109331",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.448,
      "end_s": 22.448,
      "text_en": "2 mm is not available?",
      "text_native": "2 mm अवेलेबल नहीं है?"
    },
    {
      "ucid": "21112178956109331",
      "idx": 12,
      "speaker": "agent",
      "start_s": 22.548,
      "end_s": 24.148,
      "text_en": "No sir. 1.6 is also not available.",
      "text_native": "नहीं सर। 1.6 भी अवेलेबल नहीं है।"
    },
    {
      "ucid": "21112178956109331",
      "idx": 13,
      "speaker": "customer",
      "start_s": 24.348,
      "end_s": 25.248,
      "text_en": "Is 1.5 available?",
      "text_native": "1.5 है?"
    },
    {
      "ucid": "21112178956109331",
      "idx": 14,
      "speaker": "agent",
      "start_s": 25.548,
      "end_s": 28.348,
      "text_en": "No, 1.5 is not made anymore, sir. JSW One does not make 1.5.",
      "text_native": "नहीं, अब 1.5 नहीं बनता है सर। JSW One 1.5 नहीं बनाता है।"
    },
    {
      "ucid": "21112178956109331",
      "idx": 15,
      "speaker": "customer",
      "start_s": 28.648,
      "end_s": 29.148,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178956109331",
      "idx": 16,
      "speaker": "agent",
      "start_s": 29.648,
      "end_s": 30.048,
      "text_en": "Okay.",
      "text_native": "ठीक।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178956109331",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, hello sir. Abdul speaking from JSW One.",
      "comment": "Agent identified himself and JSW One but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178956109331",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not get to deliver a hook as the customer immediately asked for a price."
    },
    {
      "ucid": "21112178956109331",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions; the customer drove the conversation straight to a specific requirement."
    },
    {
      "ucid": "21112178956109331",
      "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": "21112178956109331",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask if a current requirement exists; the customer volunteered it, and the agent only responded on availability."
    },
    {
      "ucid": "21112178956109331",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay.",
      "comment": "The call ended abruptly after confirming no stock, 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)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}