{
  "ucid": "21112178962165371",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 10:37:33",
  "end_time": "2026-09-17 10:38:30",
  "duration_sec": 57,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Call_back_later",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa653cb5c8a79e0da74064532e6e1dc47.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1671,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962165371__DIAa653cb5c8a79e0da74064532e6e1dc47.mp3",
  "audio_bytes": 69336,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 23.112,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[1s] AGENT: Hello. Am I speaking with Vishal ji?   (हॅलो. विशाल जी से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: I was calling from JSW One, sir. Greetings.   (जे एस डब्ल्यू वन से बात कर रहा था सर, नमस्कार।)\n[7s] CUSTOMER: Greetings.   (नमस्ते।)\n[8s] AGENT: Do you have any requirement for steel right now, sir?   (अभी कोई रिक्वायरमेंट है क्या सर स्टील में?)\n[10s] CUSTOMER: Sir, I'll talk after a while, today there is a puja (prayer ceremony) at home, I am busy with that.   (सर अभी मैं थोड़ी देर बाद करता हूं, आज थोड़ा कुछ घर में पूजा है ना, उसमें व्यस्त हूं।)\n[14s] AGENT: Okay. After a while. Okay okay. Okay sir, okay.   (अच्छा। थोड़ी देर बाद। ओके ओके। ओके सर, ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: No significant issues with audio quality.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 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": "Always follow the script structure: ask for permission to speak before jumping into questions, and never skip the hook which gives the customer a reason to listen.",
  "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 to the customer, Vishal. The customer immediately stated he was busy with a family prayer ceremony and would talk later. The agent agreed to the vague callback request and ended the call without any business discovery or setting a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello. Am I speaking with Vishal ji? ... I was calling from JSW One, sir. Greetings.\", \"comment\": \"The agent introduced themself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Do you have any requirement for steel right now, sir?\", \"comment\": \"The agent skipped the hook and went directly to a qualification question, missing the chance to provide a reason for the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Do you have any requirement for steel right now, sir?\", \"comment\": \"The agent successfully asked if the customer had a current requirement, though the customer deflected the question.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Sir, I'll talk after a while... AGENT: Okay. After a while. Okay okay.\", \"comment\": \"The agent accepted a vague callback request ('after a while') without securing a specific date or time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always follow the script structure: ask for permission to speak before jumping into questions, and never skip the hook which gives the customer a reason to listen.\", \"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 to the customer, Vishal. The customer immediately stated he was busy with a family prayer ceremony and would talk later. The agent agreed to the vague callback request and ended the call without any business discovery or setting a firm next step.\"}",
  "error": null,
  "latency_ms": 23829,
  "input_tokens": 2783,
  "output_tokens": 736,
  "created_at": "2026-09-25 12:07:16",
  "sentiment": "negative",
  "sentiment_score": -0.36,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.626,
  "agent_talk_sec": 8.7,
  "customer_talk_sec": 5.2,
  "dead_air_sec": 43.1,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 234.5,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 34,
  "words_customer": 23,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962165371",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 0.89,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178962165371",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.3,
      "end_s": 3.28,
      "text_en": "Hello. Am I speaking with Vishal ji?",
      "text_native": "हॅलो. विशाल जी से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178962165371",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.57,
      "end_s": 4.0,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178962165371",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.14,
      "end_s": 6.24,
      "text_en": "I was calling from JSW One, sir. Greetings.",
      "text_native": "जे एस डब्ल्यू वन से बात कर रहा था सर, नमस्कार।"
    },
    {
      "ucid": "21112178962165371",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.73,
      "end_s": 7.3,
      "text_en": "Greetings.",
      "text_native": "नमस्ते।"
    },
    {
      "ucid": "21112178962165371",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.63,
      "end_s": 9.5,
      "text_en": "Do you have any requirement for steel right now, sir?",
      "text_native": "अभी कोई रिक्वायरमेंट है क्या सर स्टील में?"
    },
    {
      "ucid": "21112178962165371",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.93,
      "end_s": 13.5,
      "text_en": "Sir, I'll talk after a while, today there is a puja (prayer ceremony) at home, I am busy with that.",
      "text_native": "सर अभी मैं थोड़ी देर बाद करता हूं, आज थोड़ा कुछ घर में पूजा है ना, उसमें व्यस्त हूं।"
    },
    {
      "ucid": "21112178962165371",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.5,
      "end_s": 16.23,
      "text_en": "Okay. After a while. Okay okay. Okay sir, okay.",
      "text_native": "अच्छा। थोड़ी देर बाद। ओके ओके। ओके सर, ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962165371",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Hello. Am I speaking with Vishal ji? ... I was calling from JSW One, sir. Greetings.",
      "comment": "The agent introduced themself and the company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178962165371",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Do you have any requirement for steel right now, sir?",
      "comment": "The agent skipped the hook and went directly to a qualification question, missing the chance to provide a reason for the call."
    },
    {
      "ucid": "21112178962165371",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178962165371",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage as no discovery was done."
    },
    {
      "ucid": "21112178962165371",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: Do you have any requirement for steel right now, sir?",
      "comment": "The agent successfully asked if the customer had a current requirement, though the customer deflected the question."
    },
    {
      "ucid": "21112178962165371",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Sir, I'll talk after a while... AGENT: Okay. After a while. Okay okay.",
      "comment": "The agent accepted a vague callback request ('after a while') without securing a specific date or time."
    }
  ],
  "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": []
}