{
  "ucid": "21112178962299111",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 10:59:51",
  "end_time": "2026-09-17 11:00:39",
  "duration_sec": 48,
  "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/DIA5f90c7b0fff66bdbe36ce7012a4b9e41.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1658,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962299111__DIA5f90c7b0fff66bdbe36ce7012a4b9e41.mp3",
  "audio_bytes": 64584,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 21.528,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[2s] CUSTOMER: Who is speaking?   (कौन बोल रहे?)\n[2s] AGENT: Sir, I am speaking from JSW, sir, I am Anshik speaking.   (सर JSW से बात कर रहा हूं सर, मैं अंशिक बात कर रहा हूं।)\n[4s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[5s] AGENT: Uh sir, actually your account was registered, your Surat location. And I had called you up just to understand if you were looking for any requirement right now, sir?   (अह सर एक्चुअली आपका अकाउंट रजिस्टर्ड था आपका सूरत लोकेशन। एंड I had called you up just to understand के कुछ रिक्वायरमेंट में देख रहे थे सर अभी?)\n[11s] CUSTOMER: No, there is no requirement right now, sir.   (नहीं अभी रिक्वायरमेंट तो नहीं है सर।)\n[13s] AGENT: Understood sir. If there is anything, then please   (Understood सर। कुछ रहता है तो प्लीज)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "clear: The agent's name in the introduction is slightly unclear but transcribed as best as possible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "7 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": "When a customer says they have no requirement, you must still attempt discovery to understand their business for future follow-ups, instead of immediately ending the call.",
  "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 called a registered contact in Surat, immediately asking if they had a requirement without providing a hook. The customer stated they had no current need. The agent acknowledged this and ended the call without attempting any discovery or setting a concrete next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I am speaking from JSW, sir, I am Anshik speaking.\", \"comment\": \"The agent identified himself and JSW but did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"...I had called you up just to understand if you were looking for any requirement right now, sir?\", \"comment\": \"The agent did not provide a supply or price hook to create interest; he went straight to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended after the customer stated no requirement, and the agent did not attempt to ask any discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"...if you were looking for any requirement right now, sir?\", \"comment\": \"The agent successfully asked if the customer had a current requirement, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Understood sir. If there is anything, then please\", \"comment\": \"The agent ended the call passively without securing a specific callback date or other committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no requirement, you must still attempt discovery to understand their business for future follow-ups, instead of immediately ending the call.\", \"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 called a registered contact in Surat, immediately asking if they had a requirement without providing a hook. The customer stated they had no current need. The agent acknowledged this and ended the call without attempting any discovery or setting a concrete next step.\"}",
  "error": null,
  "latency_ms": 27497,
  "input_tokens": 2768,
  "output_tokens": 735,
  "created_at": "2026-09-25 12:06:49",
  "sentiment": "negative",
  "sentiment_score": -0.559,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 6,
  "lex_hits": 2,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.714,
  "agent_talk_sec": 9.0,
  "customer_talk_sec": 3.6,
  "dead_air_sec": 35.4,
  "longest_monologue_sec": 5.1,
  "agent_wpm": 320.0,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 48,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962299111",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.59,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178962299111",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.58,
      "end_s": 2.21,
      "text_en": "Who is speaking?",
      "text_native": "कौन बोल रहे?"
    },
    {
      "ucid": "21112178962299111",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.41,
      "end_s": 4.5,
      "text_en": "Sir, I am speaking from JSW, sir, I am Anshik speaking.",
      "text_native": "सर JSW से बात कर रहा हूं सर, मैं अंशिक बात कर रहा हूं।"
    },
    {
      "ucid": "21112178962299111",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.5,
      "end_s": 5.04,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178962299111",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.38,
      "end_s": 10.5,
      "text_en": "Uh sir, actually your account was registered, your Surat location. And I had called you up just to understand if you were looking for any requirement right now, sir?",
      "text_native": "अह सर एक्चुअली आपका अकाउंट रजिस्टर्ड था आपका सूरत लोकेशन। एंड I had called you up just to understand के कुछ रिक्वायरमेंट में देख रहे थे सर अभी?"
    },
    {
      "ucid": "21112178962299111",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.7,
      "end_s": 12.51,
      "text_en": "No, there is no requirement right now, sir.",
      "text_native": "नहीं अभी रिक्वायरमेंट तो नहीं है सर।"
    },
    {
      "ucid": "21112178962299111",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.24,
      "end_s": 15.0,
      "text_en": "Understood sir. If there is anything, then please",
      "text_native": "Understood सर। कुछ रहता है तो प्लीज"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962299111",
      "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, sir, I am Anshik speaking.",
      "comment": "The agent identified himself and JSW but did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178962299111",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "...I had called you up just to understand if you were looking for any requirement right now, sir?",
      "comment": "The agent did not provide a supply or price hook to create interest; he went straight to asking for a requirement."
    },
    {
      "ucid": "21112178962299111",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended after the customer stated no requirement, and the agent did not attempt to ask any discovery questions."
    },
    {
      "ucid": "21112178962299111",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was done, and no USPs were pitched."
    },
    {
      "ucid": "21112178962299111",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "...if you were looking for any requirement right now, sir?",
      "comment": "The agent successfully asked if the customer had a current requirement, which is the primary goal of this step."
    },
    {
      "ucid": "21112178962299111",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Understood sir. If there is anything, then please",
      "comment": "The agent ended the call passively without securing a specific callback date or other committed next step."
    }
  ],
  "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": [
    "rejection"
  ]
}