{
  "ucid": "21112178962239141",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 10:49:51",
  "end_time": "2026-09-17 10:50:44",
  "duration_sec": 53,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5c66ec2c04bc2a5bb942fb95a1c963a6.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1666,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962239141__DIA5c66ec2c04bc2a5bb942fb95a1c963a6.mp3",
  "audio_bytes": 105408,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 35.136,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello?   (हॅलो?)\n[2s] CUSTOMER: Hello?   (हॅलो?)\n[3s] AGENT: Yes. Professional India Electro Medical?   (हां. Professional India Electro Medical?)\n[6s] CUSTOMER: Yes.   (हां.)\n[7s] AGENT: Uh, ma'am, I am Anupriti speaking from JSW One.   (अह, मॅम, मी अनुप्रिती बोलतीये JSW One मधून.)\n[9s] CUSTOMER: Hm.   (हं.)\n[10s] AGENT: I wanted to ask if there is any requirement for coloron...   (काय requirement आहे का विचारायचं होतं coloron...)\n[12s] CUSTOMER: There's no use. You don't even provide anything in coloron. We followed up so many times, we don't get any reply from anyone.   (काही उपयोग नाही तुमच्या already सगळ्या coloron मध्ये कोणी तुम्ही देत पण नाहीये काही. आम्ही किती follow up केला काही काही आम्हाला reply येत नाहीये कोणाकडनं.)\n[17s] AGENT: Who had you spoken with?   (कोणाशी बोलणं झालेलं होतं?)\n[18s] CUSTOMER: Two people talk to us. One is named Chetan or Chintan or something.   (दोन दोन लोक आमच्याशी बोलतात. एक चेतन का चिंतन कायतरी नाव आहे त्याचं.)\n[20s] AGENT: Okay.   (अच्छा.)\n[20s] CUSTOMER: And the second one is someone else... someone else is there, Singh something.   (आणि दुसरा अजून एक, अजून एक कोणीतरी आहे, Singh something.)\n[23s] AGENT: Okay.   (ठीक आहे.)\n[24s] CUSTOMER: Okay ma'am.   (ठीक आहे मॅम.)\n[24s] AGENT: Yes.   (हां.)\n[25s] CUSTOMER: Yes.   (हां.)\n[26s] AGENT: Alright.   (चालतं.)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: The customer's speech is slightly faster than the agent's, but both are clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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": 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 raises a past service issue, acknowledge their frustration and try to regain control of the call instead of abandoning the opportunity.",
  "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 attempted to open a sales conversation, but the customer immediately raised a strong complaint about poor service and lack of response on previous inquiries. The agent asked for the names of the previous reps involved but made no attempt to handle the objection or salvage the call, which ended shortly after.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission or if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The 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\": \"The call was derailed by a customer complaint 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.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I wanted to ask if there is any requirement for coloron...\", \"comment\": \"Although the agent asked about a requirement, she did not handle the customer's objection to get back to qualifying the lead and abandoned the attempt.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without any committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past service issue, acknowledge their frustration and try to regain control of the call instead of abandoning the opportunity.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"There's no use. You don't even provide anything in coloron. We followed up so many times, we don't get any reply from anyone.\", \"response\": \"Who had you spoken with?\"}], \"call_summary\": \"The agent attempted to open a sales conversation, but the customer immediately raised a strong complaint about poor service and lack of response on previous inquiries. The agent asked for the names of the previous reps involved but made no attempt to handle the objection or salvage the call, which ended shortly after.\"}",
  "error": null,
  "latency_ms": 40477,
  "input_tokens": 3005,
  "output_tokens": 751,
  "created_at": "2026-09-25 12:07:24",
  "sentiment": "negative",
  "sentiment_score": -0.221,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.452,
  "agent_talk_sec": 9.5,
  "customer_talk_sec": 11.5,
  "dead_air_sec": 32.0,
  "longest_monologue_sec": 2.4,
  "agent_wpm": 221.1,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 35,
  "words_customer": 55,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962239141",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.58,
      "end_s": 2.08,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178962239141",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.48,
      "end_s": 2.9,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178962239141",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.2,
      "end_s": 5.4,
      "text_en": "Yes. Professional India Electro Medical?",
      "text_native": "हां. Professional India Electro Medical?"
    },
    {
      "ucid": "21112178962239141",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.7,
      "end_s": 6.0,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178962239141",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 9.0,
      "text_en": "Uh, ma'am, I am Anupriti speaking from JSW One.",
      "text_native": "अह, मॅम, मी अनुप्रिती बोलतीये JSW One मधून."
    },
    {
      "ucid": "21112178962239141",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 9.6,
      "text_en": "Hm.",
      "text_native": "हं."
    },
    {
      "ucid": "21112178962239141",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 11.8,
      "text_en": "I wanted to ask if there is any requirement for coloron...",
      "text_native": "काय requirement आहे का विचारायचं होतं coloron..."
    },
    {
      "ucid": "21112178962239141",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 16.8,
      "text_en": "There's no use. You don't even provide anything in coloron. We followed up so many times, we don't get any reply from anyone.",
      "text_native": "काही उपयोग नाही तुमच्या already सगळ्या coloron मध्ये कोणी तुम्ही देत पण नाहीये काही. आम्ही किती follow up केला काही काही आम्हाला reply येत नाहीये कोणाकडनं."
    },
    {
      "ucid": "21112178962239141",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 17.9,
      "text_en": "Who had you spoken with?",
      "text_native": "कोणाशी बोलणं झालेलं होतं?"
    },
    {
      "ucid": "21112178962239141",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.9,
      "end_s": 20.0,
      "text_en": "Two people talk to us. One is named Chetan or Chintan or something.",
      "text_native": "दोन दोन लोक आमच्याशी बोलतात. एक चेतन का चिंतन कायतरी नाव आहे त्याचं."
    },
    {
      "ucid": "21112178962239141",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 20.4,
      "text_en": "Okay.",
      "text_native": "अच्छा."
    },
    {
      "ucid": "21112178962239141",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.4,
      "end_s": 22.8,
      "text_en": "And the second one is someone else... someone else is there, Singh something.",
      "text_native": "आणि दुसरा अजून एक, अजून एक कोणीतरी आहे, Singh something."
    },
    {
      "ucid": "21112178962239141",
      "idx": 12,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 23.6,
      "text_en": "Okay.",
      "text_native": "ठीक आहे."
    },
    {
      "ucid": "21112178962239141",
      "idx": 13,
      "speaker": "customer",
      "start_s": 23.8,
      "end_s": 24.5,
      "text_en": "Okay ma'am.",
      "text_native": "ठीक आहे मॅम."
    },
    {
      "ucid": "21112178962239141",
      "idx": 14,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 24.8,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178962239141",
      "idx": 15,
      "speaker": "customer",
      "start_s": 25.1,
      "end_s": 25.4,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178962239141",
      "idx": 16,
      "speaker": "agent",
      "start_s": 25.8,
      "end_s": 26.2,
      "text_en": "Alright.",
      "text_native": "चालतं."
    }
  ],
  "steps": [
    {
      "ucid": "21112178962239141",
      "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 or if it was a good time to talk."
    },
    {
      "ucid": "21112178962239141",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, instead asking directly for a requirement."
    },
    {
      "ucid": "21112178962239141",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was derailed by a customer complaint before any discovery questions could be asked."
    },
    {
      "ucid": "21112178962239141",
      "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."
    },
    {
      "ucid": "21112178962239141",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I wanted to ask if there is any requirement for coloron...",
      "comment": "Although the agent asked about a requirement, she did not handle the customer's objection to get back to qualifying the lead and abandoned the attempt."
    },
    {
      "ucid": "21112178962239141",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without any committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178962239141",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "There's no use. You don't even provide anything in coloron. We followed up so many times, we don't get any reply from anyone.",
      "response": "Who had you spoken with?"
    }
  ],
  "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": []
}