{
  "ucid": "21112178956279831",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 18:16:38",
  "end_time": "2026-09-16 18:18:00",
  "duration_sec": 82,
  "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/DIA9ada30687a0078e7c6a1223a1da7669b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1679,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956279831__DIA9ada30687a0078e7c6a1223a1da7669b.mp3",
  "audio_bytes": 138888,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 46.296,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello.   (हॅलो.)\n[8s] AGENT: Hello.   (हॅलो.)\n[9s] CUSTOMER: Hello.   (हॅलो.)\n[10s] AGENT: Sir, I am speaking from JSW One.   (सर, JSW One से बात कर रहा हूं मैं।)\n[12s] CUSTOMER: Yes.   (हां।)\n[13s] AGENT: Sir, is there any requirement for any steel?   (सर, कुछ रिक्वायरमेंट है कुछ स्टील में?)\n[15s] CUSTOMER: What is the current rate for 680?   (अभी क्या रेट है 680 का?)\n[17s] AGENT: What sir? What, which material did you say? Will you say it again?   (क्या सर? क्या कौनसा मटेरियल का आपने बोला? वापस बोलेंगे?)\n[20s] CUSTOMER: Our this 1.4   (अपना ये 1.4)\n[22s] AGENT: Hmm.   (हम्म।)\n[22s] CUSTOMER: 80 GSM.\n[25s] AGENT: I will share its quotation with you.   (मैं आपको इसका कोटेशन शेयर कर देता हूं मैं।)\n[27s] CUSTOMER: Yes, okay, tell me the rate.   (हां, चलो रेट बता दीजिए।)\n[28s] CUSTOMER: 1.4 and this 1 mm, give for both.   (1.4 और ये 1 mm, दोनों का देना।)\n[30s] CUSTOMER: It's 80 GSM, right?   (80 GSM है ना?)\n[31s] AGENT: Okay.   (ठीक है।)\n[32s] CUSTOMER: In GP, yes, in GP.   (GP में हां, GP में।)\n[33s] AGENT: Yes yes, I understood.   (हां हां, समझ गया।)\n[34s] CUSTOMER: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "noisy: Significant background chatter and noise on the customer's side, but the main conversation is mostly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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": "You must maintain control of the call by following the pitch structure; after the opener, deliver the hook and then ask discovery questions before you start taking down requirements for a quote.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 customer immediately took control of the call, asking for the rate on GP material (1.4mm and 1mm, 80 GSM). The agent bypassed all discovery and pitch steps, agreeing to send a quotation without capturing full details like quantity or location. The call ended with this commitment.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am speaking from JSW One. Sir, is there any requirement for any steel?\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak before jumping into the call's purpose.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent allowed the customer to lead the conversation straight to pricing.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched at any point in the conversation.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"1.4 and this 1 mm, give for both.\", \"comment\": \"Agent did not proactively ask for or capture key qualifying details like quantity and delivery location needed for a quote.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will share its quotation with you.\", \"comment\": \"Agent proposed sending a quote but did not commit to or get agreement on a specific turnaround time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must maintain control of the call by following the pitch structure; after the opener, deliver the hook and then ask discovery questions before you start taking down requirements for a quote.\", \"segment_detected\": \"manufacturing\", \"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 customer immediately took control of the call, asking for the rate on GP material (1.4mm and 1mm, 80 GSM). The agent bypassed all discovery and pitch steps, agreeing to send a quotation without capturing full details like quantity or location. The call ended with this commitment.\"}",
  "error": null,
  "latency_ms": 31068,
  "input_tokens": 2994,
  "output_tokens": 721,
  "created_at": "2026-09-25 12:07:50",
  "sentiment": "neutral",
  "sentiment_score": -0.033,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.466,
  "agent_talk_sec": 9.5,
  "customer_talk_sec": 10.9,
  "dead_air_sec": 61.6,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 265.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 11,
  "discovery_qs": 4,
  "words_agent": 42,
  "words_customer": 41,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178956279831",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.07,
      "end_s": 5.5,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178956279831",
      "idx": 1,
      "speaker": "agent",
      "start_s": 7.58,
      "end_s": 8.01,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178956279831",
      "idx": 2,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 8.99,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178956279831",
      "idx": 3,
      "speaker": "agent",
      "start_s": 9.56,
      "end_s": 11.0,
      "text_en": "Sir, I am speaking from JSW One.",
      "text_native": "सर, JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178956279831",
      "idx": 4,
      "speaker": "customer",
      "start_s": 11.56,
      "end_s": 11.86,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178956279831",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.6,
      "end_s": 14.38,
      "text_en": "Sir, is there any requirement for any steel?",
      "text_native": "सर, कुछ रिक्वायरमेंट है कुछ स्टील में?"
    },
    {
      "ucid": "21112178956279831",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.86,
      "end_s": 16.46,
      "text_en": "What is the current rate for 680?",
      "text_native": "अभी क्या रेट है 680 का?"
    },
    {
      "ucid": "21112178956279831",
      "idx": 7,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 19.48,
      "text_en": "What sir? What, which material did you say? Will you say it again?",
      "text_native": "क्या सर? क्या कौनसा मटेरियल का आपने बोला? वापस बोलेंगे?"
    },
    {
      "ucid": "21112178956279831",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 21.48,
      "text_en": "Our this 1.4",
      "text_native": "अपना ये 1.4"
    },
    {
      "ucid": "21112178956279831",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.8,
      "end_s": 22.16,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178956279831",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 23.48,
      "text_en": "80 GSM.",
      "text_native": "80 GSM."
    },
    {
      "ucid": "21112178956279831",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.58,
      "end_s": 26.5,
      "text_en": "I will share its quotation with you.",
      "text_native": "मैं आपको इसका कोटेशन शेयर कर देता हूं मैं।"
    },
    {
      "ucid": "21112178956279831",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 28.18,
      "text_en": "Yes, okay, tell me the rate.",
      "text_native": "हां, चलो रेट बता दीजिए।"
    },
    {
      "ucid": "21112178956279831",
      "idx": 13,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 30.4,
      "text_en": "1.4 and this 1 mm, give for both.",
      "text_native": "1.4 और ये 1 mm, दोनों का देना।"
    },
    {
      "ucid": "21112178956279831",
      "idx": 14,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 31.2,
      "text_en": "It's 80 GSM, right?",
      "text_native": "80 GSM है ना?"
    },
    {
      "ucid": "21112178956279831",
      "idx": 15,
      "speaker": "agent",
      "start_s": 31.3,
      "end_s": 31.6,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178956279831",
      "idx": 16,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 33.0,
      "text_en": "In GP, yes, in GP.",
      "text_native": "GP में हां, GP में।"
    },
    {
      "ucid": "21112178956279831",
      "idx": 17,
      "speaker": "agent",
      "start_s": 33.2,
      "end_s": 34.0,
      "text_en": "Yes yes, I understood.",
      "text_native": "हां हां, समझ गया।"
    },
    {
      "ucid": "21112178956279831",
      "idx": 18,
      "speaker": "customer",
      "start_s": 34.5,
      "end_s": 35.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178956279831",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I am speaking from JSW One. Sir, is there any requirement for any steel?",
      "comment": "Agent did not use the customer's name or ask for permission to speak before jumping into the call's purpose."
    },
    {
      "ucid": "21112178956279831",
      "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 provide a supply or price hook, instead asking directly for a requirement."
    },
    {
      "ucid": "21112178956279831",
      "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 agent allowed the customer to lead the conversation straight to pricing."
    },
    {
      "ucid": "21112178956279831",
      "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 at any point in the conversation."
    },
    {
      "ucid": "21112178956279831",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "1.4 and this 1 mm, give for both.",
      "comment": "Agent did not proactively ask for or capture key qualifying details like quantity and delivery location needed for a quote."
    },
    {
      "ucid": "21112178956279831",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will share its quotation with you.",
      "comment": "Agent proposed sending a quote but did not commit to or get agreement on a specific turnaround time."
    }
  ],
  "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": []
}