{
  "ucid": "21112178956305812",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 18:20:58",
  "end_time": "2026-09-16 18:22:16",
  "duration_sec": 78,
  "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/DIA30e2fe60aed5b73ec5cbdddc6e41fb16.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1677,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956305812__DIA30e2fe60aed5b73ec5cbdddc6e41fb16.mp3",
  "audio_bytes": 188784,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 62.928,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello.   (हॅलो.)\n[2s] CUSTOMER: Suraj Constructions?   (सुरज कन्स्ट्रक्शन्स?)\n[4s] CUSTOMER: Yes, speak.   (हा बोला ना.)\n[4s] AGENT: Dattatray sir, hello. I'm calling from JSW One.   (दत्तात्रय सर, नमस्कार. JSW One मधून बोलतोय.)\n[7s] CUSTOMER: Speak.   (बोलान.)\n[8s] AGENT: Um sir, do you have any current requirement for Pragati Plus, Coloron Plus?   (अं सर, काय आहे सध्या requirement Pragati Plus, Coloron Plus मध्ये?)\n[12s] CUSTOMER: Um, what is the current rate for Pragati?   (अं रेट काय जातो Pragati चा आता सध्या?)\n[14s] AGENT: It's around 97, 98, sir.   (97, 98 मध्ये आहे सर.)\n[17s] CUSTOMER: 97, 98?\n[18s] AGENT: Yes sir.   (हो सर.)\n[19s] CUSTOMER: With profile or coil?   (With profile का coil?)\n[21s] AGENT: It's with profiling, sir.   (With profiling आहे सर.)\n[23s] CUSTOMER: Up to 97?   (97 पर्यंत?)\n[24s] AGENT: Yes, ex-Taloja.   (हो, X Taloja.)\n[25s] CUSTOMER: Ex-Taloja.   (X Taloja.)\n[26s] AGENT: Yes.   (हो.)\n[27s] CUSTOMER: Not right now. It will probably come after one or two months.   (आता सध्या तर नाही. साधारण एक-दोन महिन्यानंतर येईल.)\n[30s] AGENT: Okay. No problem, sir. I'll do one thing, I'll send you my personal number on WhatsApp. When the requirement is generated, then you can approach me there or I will give you a follow-up call, sir.   (अच्छा. काही हरकत नाही सर. मी एक काम करतो, मी तुम्हाला WhatsApp वर माझा personal number शी पाठवून ठेवतो. जेव्हा requirement generate झाला, तर मग तुम्ही मला तिथे approach करू शकता किंवा मी तुम्हाला एक follow-up call करून देईन सर.)\n[39s] CUSTOMER: Okay, that will work.   (ठीक आहे, चालेल.)\n[40s] AGENT: Alright sir. Okay.   (बरोबर सर. ओके.)\n[42s] CUSTOMER: Yes.   (हा.)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: Some background call center noise on the agent's line, but speech is intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 turns, clean transcript (0% inaudible)",
  "band_language": "Marathi",
  "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": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "When the customer immediately asks for price, answer briefly then pivot back to your discovery questions to understand their needs before the call ends.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": "1-2 months",
  "agent_committed_date": "follow-up call",
  "call_summary": "The agent contacted a lead from Suraj Constructions and asked about current requirements. The customer immediately inquired about the price, which the agent provided. The customer then stated they have no immediate need but may have a requirement in 1-2 months, so the agent set a follow-up and ended the call without performing discovery.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak before launching into the pitch.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Um sir, do you have any current requirement for Pragati Plus, Coloron Plus?\", \"comment\": \"The agent correctly led with product availability, which is the appropriate hook for a supply-led pitch.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions; the customer's price query derailed the call structure.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was done to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"do you have any current requirement for Pragati Plus, Coloron Plus?\", \"comment\": \"The agent successfully asked if a current requirement exists, which the customer confirmed they did not have.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll do one thing, I'll send you my personal number on WhatsApp... or I will give you a follow-up call, sir.\", \"comment\": \"The agent established a clear next step of sending contact details and arranging a future follow-up.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer immediately asks for price, answer briefly then pivot back to your discovery questions to understand their needs before the call ends.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"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\": \"1-2 months\", \"agent_committed_date\": \"follow-up call\", \"objections\": [], \"call_summary\": \"The agent contacted a lead from Suraj Constructions and asked about current requirements. The customer immediately inquired about the price, which the agent provided. The customer then stated they have no immediate need but may have a requirement in 1-2 months, so the agent set a follow-up and ended the call without performing discovery.\"}",
  "error": null,
  "latency_ms": 28952,
  "input_tokens": 3160,
  "output_tokens": 743,
  "created_at": "2026-09-25 12:07:42",
  "sentiment": "neutral",
  "sentiment_score": -0.1,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.612,
  "agent_talk_sec": 20.8,
  "customer_talk_sec": 13.2,
  "dead_air_sec": 44.0,
  "longest_monologue_sec": 8.4,
  "agent_wpm": 222.1,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 12,
  "discovery_qs": 1,
  "words_agent": 77,
  "words_customer": 42,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178956305812",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.0,
      "end_s": 1.5,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178956305812",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 2.2,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178956305812",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.5,
      "end_s": 3.5,
      "text_en": "Suraj Constructions?",
      "text_native": "सुरज कन्स्ट्रक्शन्स?"
    },
    {
      "ucid": "21112178956305812",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.8,
      "end_s": 4.3,
      "text_en": "Yes, speak.",
      "text_native": "हा बोला ना."
    },
    {
      "ucid": "21112178956305812",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.3,
      "end_s": 6.3,
      "text_en": "Dattatray sir, hello. I'm calling from JSW One.",
      "text_native": "दत्तात्रय सर, नमस्कार. JSW One मधून बोलतोय."
    },
    {
      "ucid": "21112178956305812",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 7.1,
      "text_en": "Speak.",
      "text_native": "बोलान."
    },
    {
      "ucid": "21112178956305812",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.7,
      "end_s": 11.2,
      "text_en": "Um sir, do you have any current requirement for Pragati Plus, Coloron Plus?",
      "text_native": "अं सर, काय आहे सध्या requirement Pragati Plus, Coloron Plus मध्ये?"
    },
    {
      "ucid": "21112178956305812",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.6,
      "end_s": 14.0,
      "text_en": "Um, what is the current rate for Pragati?",
      "text_native": "अं रेट काय जातो Pragati चा आता सध्या?"
    },
    {
      "ucid": "21112178956305812",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.5,
      "end_s": 16.5,
      "text_en": "It's around 97, 98, sir.",
      "text_native": "97, 98 मध्ये आहे सर."
    },
    {
      "ucid": "21112178956305812",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 18.0,
      "text_en": "97, 98?",
      "text_native": "97, 98?"
    },
    {
      "ucid": "21112178956305812",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.2,
      "end_s": 18.8,
      "text_en": "Yes sir.",
      "text_native": "हो सर."
    },
    {
      "ucid": "21112178956305812",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 20.5,
      "text_en": "With profile or coil?",
      "text_native": "With profile का coil?"
    },
    {
      "ucid": "21112178956305812",
      "idx": 12,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 22.1,
      "text_en": "It's with profiling, sir.",
      "text_native": "With profiling आहे सर."
    },
    {
      "ucid": "21112178956305812",
      "idx": 13,
      "speaker": "customer",
      "start_s": 22.6,
      "end_s": 23.5,
      "text_en": "Up to 97?",
      "text_native": "97 पर्यंत?"
    },
    {
      "ucid": "21112178956305812",
      "idx": 14,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 24.8,
      "text_en": "Yes, ex-Taloja.",
      "text_native": "हो, X Taloja."
    },
    {
      "ucid": "21112178956305812",
      "idx": 15,
      "speaker": "customer",
      "start_s": 25.2,
      "end_s": 26.0,
      "text_en": "Ex-Taloja.",
      "text_native": "X Taloja."
    },
    {
      "ucid": "21112178956305812",
      "idx": 16,
      "speaker": "agent",
      "start_s": 26.5,
      "end_s": 26.8,
      "text_en": "Yes.",
      "text_native": "हो."
    },
    {
      "ucid": "21112178956305812",
      "idx": 17,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 29.8,
      "text_en": "Not right now. It will probably come after one or two months.",
      "text_native": "आता सध्या तर नाही. साधारण एक-दोन महिन्यानंतर येईल."
    },
    {
      "ucid": "21112178956305812",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.1,
      "end_s": 38.5,
      "text_en": "Okay. No problem, sir. I'll do one thing, I'll send you my personal number on WhatsApp. When the requirement is generated, then you can approach me there or I will give you a follow-up call, sir.",
      "text_native": "अच्छा. काही हरकत नाही सर. मी एक काम करतो, मी तुम्हाला WhatsApp वर माझा personal number शी पाठवून ठेवतो. जेव्हा requirement generate झाला, तर मग तुम्ही मला तिथे approach करू शकता किंवा मी तुम्हाला एक follow-up call करून देईन सर."
    },
    {
      "ucid": "21112178956305812",
      "idx": 19,
      "speaker": "customer",
      "start_s": 38.8,
      "end_s": 39.8,
      "text_en": "Okay, that will work.",
      "text_native": "ठीक आहे, चालेल."
    },
    {
      "ucid": "21112178956305812",
      "idx": 20,
      "speaker": "agent",
      "start_s": 40.0,
      "end_s": 41.2,
      "text_en": "Alright sir. Okay.",
      "text_native": "बरोबर सर. ओके."
    },
    {
      "ucid": "21112178956305812",
      "idx": 21,
      "speaker": "customer",
      "start_s": 42.0,
      "end_s": 42.5,
      "text_en": "Yes.",
      "text_native": "हा."
    }
  ],
  "steps": [
    {
      "ucid": "21112178956305812",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak before launching into the pitch."
    },
    {
      "ucid": "21112178956305812",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Um sir, do you have any current requirement for Pragati Plus, Coloron Plus?",
      "comment": "The agent correctly led with product availability, which is the appropriate hook for a supply-led pitch."
    },
    {
      "ucid": "21112178956305812",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any discovery questions; the customer's price query derailed the call structure."
    },
    {
      "ucid": "21112178956305812",
      "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 because no discovery was done to identify customer needs."
    },
    {
      "ucid": "21112178956305812",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "do you have any current requirement for Pragati Plus, Coloron Plus?",
      "comment": "The agent successfully asked if a current requirement exists, which the customer confirmed they did not have."
    },
    {
      "ucid": "21112178956305812",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll do one thing, I'll send you my personal number on WhatsApp... or I will give you a follow-up call, sir.",
      "comment": "The agent established a clear next step of sending contact details and arranging a future follow-up."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}