{
  "ucid": "21112178962357351",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 11:09:33",
  "end_time": "2026-09-17 11:10:32",
  "duration_sec": 59,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7c271f6ef8cf067f8cf7b18b2f0b9ba0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1651,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962357351__DIA7c271f6ef8cf067f8cf7b18b2f0b9ba0.mp3",
  "audio_bytes": 114912,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 38.304,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[3s] AGENT: Yes, good morning sir, this is Abdul speaking from JSW One.   (हां गुड मॉर्निंग सर, अब्दुल बात कर रहा हूं मैं JSW One से।)\n[6s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[7s] AGENT: Sir, are you speaking from Hindustan Enamel Works?   (सर हिंदुस्तान एनॅमल वर्क्स से बात कर रहे हैं आप?)\n[9s] CUSTOMER: Yes.   (हां।)\n[10s] AGENT: Sir, your company was registered, that's why I called. Do you have any requirement for steel, sir?   (सर अभी कंपनी आपकी रजिस्टर्ड थी इसके लिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या सर स्टील में?)\n[13s] CUSTOMER: Hmm?   (हं?)\n[14s] AGENT: Do you have any requirement in steel? In HR, CR, sir?   (स्टील में कुछ रिक्वायरमेंट है आपको? HR CR में सर?)\n[17s] CUSTOMER: Hello.   (हॅलो।)\n[18s] CUSTOMER: Not right now, brother.   (अभी नहीं है भाई।)\n[19s] AGENT: Okay okay, no problem sir, no problem. If you have one, please let me know, right?   (अच्छा अच्छा, कोई बात नहीं सर, कोई बात नहीं। होगा तो बताइएगा ना?)\n[22s] CUSTOMER: Sure.   (जरूर।)\n[22s] AGENT: Okay sir, thank you.   (ओके सर, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "noisy: There is some background noise and the customer's voice is slightly distant, but the conversation is understandable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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 need to provide a compelling reason for the customer to talk (the hook) before asking if they have a requirement, otherwise they will just say no and end the call.",
  "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 contacted a lead from 'Hindustan Enamel Works' and immediately asked for a requirement in HR/CR steel. The customer stated they had no current need. The agent ended the call after a passive closing statement, without attempting discovery or setting a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, good morning sir, this is Abdul speaking from JSW One.\", \"comment\": \"The agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook (price or availability signal) and instead jumped directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent went straight to qualification.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call was cut short by the customer.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in steel? In HR, CR, sir?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If you have one, please let me know, right?\", \"comment\": \"This is a passive closing, not a committed next step like a scheduled callback or a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You need to provide a compelling reason for the customer to talk (the hook) before asking if they have a requirement, otherwise they will just say no and end the call.\", \"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 contacted a lead from 'Hindustan Enamel Works' and immediately asked for a requirement in HR/CR steel. The customer stated they had no current need. The agent ended the call after a passive closing statement, without attempting discovery or setting a firm next step.\"}",
  "error": null,
  "latency_ms": 24265,
  "input_tokens": 2918,
  "output_tokens": 706,
  "created_at": "2026-09-25 12:06:27",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.798,
  "agent_talk_sec": 13.0,
  "customer_talk_sec": 3.3,
  "dead_air_sec": 42.7,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 313.8,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 68,
  "words_customer": 12,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178962357351",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.38,
      "end_s": 1.88,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178962357351",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.4,
      "end_s": 2.8,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178962357351",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.18,
      "end_s": 5.7,
      "text_en": "Yes, good morning sir, this is Abdul speaking from JSW One.",
      "text_native": "हां गुड मॉर्निंग सर, अब्दुल बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178962357351",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.2,
      "end_s": 6.73,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178962357351",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.17,
      "end_s": 8.88,
      "text_en": "Sir, are you speaking from Hindustan Enamel Works?",
      "text_native": "सर हिंदुस्तान एनॅमल वर्क्स से बात कर रहे हैं आप?"
    },
    {
      "ucid": "21112178962357351",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.2,
      "end_s": 9.46,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178962357351",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.9,
      "end_s": 13.0,
      "text_en": "Sir, your company was registered, that's why I called. Do you have any requirement for steel, sir?",
      "text_native": "सर अभी कंपनी आपकी रजिस्टर्ड थी इसके लिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या सर स्टील में?"
    },
    {
      "ucid": "21112178962357351",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.37,
      "end_s": 13.67,
      "text_en": "Hmm?",
      "text_native": "हं?"
    },
    {
      "ucid": "21112178962357351",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.0,
      "end_s": 15.9,
      "text_en": "Do you have any requirement in steel? In HR, CR, sir?",
      "text_native": "स्टील में कुछ रिक्वायरमेंट है आपको? HR CR में सर?"
    },
    {
      "ucid": "21112178962357351",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 17.1,
      "text_en": "Hello.",
      "text_native": "हॅलो।"
    },
    {
      "ucid": "21112178962357351",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.9,
      "end_s": 18.8,
      "text_en": "Not right now, brother.",
      "text_native": "अभी नहीं है भाई।"
    },
    {
      "ucid": "21112178962357351",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 21.3,
      "text_en": "Okay okay, no problem sir, no problem. If you have one, please let me know, right?",
      "text_native": "अच्छा अच्छा, कोई बात नहीं सर, कोई बात नहीं। होगा तो बताइएगा ना?"
    },
    {
      "ucid": "21112178962357351",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.5,
      "end_s": 22.0,
      "text_en": "Sure.",
      "text_native": "जरूर।"
    },
    {
      "ucid": "21112178962357351",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.3,
      "end_s": 23.3,
      "text_en": "Okay sir, thank you.",
      "text_native": "ओके सर, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962357351",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, good morning sir, this is Abdul speaking from JSW One.",
      "comment": "The agent did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178962357351",
      "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 hook (price or availability signal) and instead jumped directly to asking for a requirement."
    },
    {
      "ucid": "21112178962357351",
      "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; the agent went straight to qualification."
    },
    {
      "ucid": "21112178962357351",
      "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 the call was cut short by the customer."
    },
    {
      "ucid": "21112178962357351",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement in steel? In HR, CR, sir?",
      "comment": "The agent successfully asked if the customer had a current requirement."
    },
    {
      "ucid": "21112178962357351",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If you have one, please let me know, right?",
      "comment": "This is a passive closing, not a committed next step like a scheduled callback or a quote."
    }
  ],
  "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": []
}