{
  "ucid": "21112178962142461",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 10:33:44",
  "end_time": "2026-09-17 10:34:37",
  "duration_sec": 53,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA792ac9d5c10ade5a73c9f57bc4ae353a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1672,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962142461__DIA792ac9d5c10ade5a73c9f57bc4ae353a.mp3",
  "audio_bytes": 101952,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 33.984,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[3s] CUSTOMER: Yes, hello?   (हां, हेलो?)\n[4s] AGENT: Yes, this...   (हां, ये...)\n[6s] CUSTOMER: Tell me, what? Are you calling from Bagal Kothi itself?   (बोल दो, के? ये बगल कोठी से ही बात कर रहे क्या?)\n[8s] CUSTOMER: No no, not from Bagal Kothi, I am their engineer speaking. Tell me.   (नहीं नहीं, बगल कोठी से नहीं, मैं उनका इंजीनियर बात कर रहा हूं। बोलिए।)\n[11s] AGENT: Do you have any requirement right now?   (अभी कुछ requirement है क्या आपका?)\n[12s] CUSTOMER: With whom, regarding what?   (किसके पास, किसके regarding?)\n[14s] AGENT: I am calling from JSW, from Mumbai.   (JSW से बात कर रहा हूं from Mumbai.)\n[16s] CUSTOMER: Okay okay okay okay. Sheets, about these coils. We have coils right now.   (अच्छा अच्छा अच्छा अच्छा। Sheets, ये coils के बारे में। अभी तो coils है हमारे पास।)\n[19s] AGENT: Hmm. You have them. Okay okay.   (हम्म। है आपके पास। Okay okay.)\n[21s] CUSTOMER: Yes yes, we have coils, yes.   (है है, coils है हां।)\n[22s] AGENT: Then it's fine. Yes.   (तो ठीक है। हां।)\n[22s] CUSTOMER: Okay, thank you.\n[23s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "clear: Minor background noise is present but does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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 opener, hook, and discovery, so when the customer had no immediate need, the call ended because you had not built any rapport or uncovered future opportunities.",
  "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 agent called a customer who identified as an engineer. The agent skipped the opening and discovery, immediately asking for a requirement. The customer stated they currently have stock of coils, and the agent ended the call without establishing a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak before jumping into the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook entirely and went straight to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted and the call was cut short.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement right now?\", \"comment\": \"Agent successfully asked if there was a current requirement, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was ended abruptly without any attempt to establish a next step or a future callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opener, hook, and discovery, so when the customer had no immediate need, the call ended because you had not built any rapport or uncovered future opportunities.\", \"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 agent called a customer who identified as an engineer. The agent skipped the opening and discovery, immediately asking for a requirement. The customer stated they currently have stock of coils, and the agent ended the call without establishing a next step.\"}",
  "error": null,
  "latency_ms": 26727,
  "input_tokens": 2926,
  "output_tokens": 666,
  "created_at": "2026-09-25 12:07:25",
  "sentiment": "positive",
  "sentiment_score": 0.494,
  "sentiment_confidence": "high",
  "pos": 17,
  "neg": 1,
  "lex_hits": 16,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.35,
  "agent_talk_sec": 6.4,
  "customer_talk_sec": 11.9,
  "dead_air_sec": 34.7,
  "longest_monologue_sec": 1.8,
  "agent_wpm": 262.5,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 28,
  "words_customer": 52,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962142461",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.39,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178962142461",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.41,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178962142461",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.83,
      "end_s": 3.29,
      "text_en": "Yes, hello?",
      "text_native": "हां, हेलो?"
    },
    {
      "ucid": "21112178962142461",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.88,
      "end_s": 4.5,
      "text_en": "Yes, this...",
      "text_native": "हां, ये..."
    },
    {
      "ucid": "21112178962142461",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.57,
      "end_s": 7.78,
      "text_en": "Tell me, what? Are you calling from Bagal Kothi itself?",
      "text_native": "बोल दो, के? ये बगल कोठी से ही बात कर रहे क्या?"
    },
    {
      "ucid": "21112178962142461",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 10.6,
      "text_en": "No no, not from Bagal Kothi, I am their engineer speaking. Tell me.",
      "text_native": "नहीं नहीं, बगल कोठी से नहीं, मैं उनका इंजीनियर बात कर रहा हूं। बोलिए।"
    },
    {
      "ucid": "21112178962142461",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.83,
      "end_s": 12.16,
      "text_en": "Do you have any requirement right now?",
      "text_native": "अभी कुछ requirement है क्या आपका?"
    },
    {
      "ucid": "21112178962142461",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.29,
      "end_s": 13.39,
      "text_en": "With whom, regarding what?",
      "text_native": "किसके पास, किसके regarding?"
    },
    {
      "ucid": "21112178962142461",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.53,
      "end_s": 15.29,
      "text_en": "I am calling from JSW, from Mumbai.",
      "text_native": "JSW से बात कर रहा हूं from Mumbai."
    },
    {
      "ucid": "21112178962142461",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 18.88,
      "text_en": "Okay okay okay okay. Sheets, about these coils. We have coils right now.",
      "text_native": "अच्छा अच्छा अच्छा अच्छा। Sheets, ये coils के बारे में। अभी तो coils है हमारे पास।"
    },
    {
      "ucid": "21112178962142461",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.0,
      "end_s": 20.38,
      "text_en": "Hmm. You have them. Okay okay.",
      "text_native": "हम्म। है आपके पास। Okay okay."
    },
    {
      "ucid": "21112178962142461",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.51,
      "end_s": 21.4,
      "text_en": "Yes yes, we have coils, yes.",
      "text_native": "है है, coils है हां।"
    },
    {
      "ucid": "21112178962142461",
      "idx": 12,
      "speaker": "agent",
      "start_s": 21.53,
      "end_s": 22.1,
      "text_en": "Then it's fine. Yes.",
      "text_native": "तो ठीक है। हां।"
    },
    {
      "ucid": "21112178962142461",
      "idx": 13,
      "speaker": "customer",
      "start_s": 22.23,
      "end_s": 22.97,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    },
    {
      "ucid": "21112178962142461",
      "idx": 14,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 23.56,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178962142461",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not use the customer's name or ask for permission to speak before jumping into the call."
    },
    {
      "ucid": "21112178962142461",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent skipped the hook entirely and went straight to asking for a requirement."
    },
    {
      "ucid": "21112178962142461",
      "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 to understand the customer's business or needs."
    },
    {
      "ucid": "21112178962142461",
      "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 as no discovery was conducted and the call was cut short."
    },
    {
      "ucid": "21112178962142461",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement right now?",
      "comment": "Agent successfully asked if there was a current requirement, which is the core intent of this step."
    },
    {
      "ucid": "21112178962142461",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was ended abruptly without any attempt to establish a next step or a future callback."
    }
  ],
  "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": []
}