{
  "ucid": "21112178962381351",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 11:13:33",
  "end_time": "2026-09-17 11:14:16",
  "duration_sec": 43,
  "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/DIA5d52251f0a37d24aa4b2eb39c9a373ae.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1647,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962381351__DIA5d52251f0a37d24aa4b2eb39c9a373ae.mp3",
  "audio_bytes": 70200,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 23.4,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes.   (हां जी।)\n[2s] AGENT: Hello sir, am I speaking to Maa Lakshmi Loha?   (नमस्कार सर, माँ लक्ष्मी लोहा से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes, hello sir.   (हां जी, नमस्कार सर।)\n[5s] AGENT: I am Abdul speaking, sir, from JSW.   (मैं अब्दुल बात कर रहा हूं सर JSW से।)\n[8s] CUSTOMER: Tell me, sir.   (बोलो सर।)\n[8s] AGENT: Sir, your company was registered here, that's why I called. Do you have any requirement for steel, sir?   (सर आपकी कंपनी यहां रजिस्टर थी इसके लिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या सर स्टील में आपको?)\n[12s] CUSTOMER: No, no sir.   (नहीं नहीं सर।)\n[13s] AGENT: Okay sir, thank you.   (ठीक है सर, थैंक यू।)\n[14s] CUSTOMER: Hmm.   (हम्म।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 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, don't end the call; instead, pivot to discovery to understand their business for future opportunities.",
  "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 himself and JSW, then immediately asked for a requirement. The customer stated they had no current need for steel. The agent then thanked the customer and ended the call without attempting any discovery or establishing a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am Abdul speaking, sir, from JSW.\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook; instead, he went directly 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\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, thank you.\", \"comment\": \"The agent ended the call without attempting to set a next step, such as a future callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no requirement, don't end the call; instead, pivot to discovery to understand their business for future opportunities.\", \"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 himself and JSW, then immediately asked for a requirement. The customer stated they had no current need for steel. The agent then thanked the customer and ended the call without attempting any discovery or establishing a next step.\"}",
  "error": null,
  "latency_ms": 23089,
  "input_tokens": 2795,
  "output_tokens": 667,
  "created_at": "2026-09-25 12:06:15",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.739,
  "agent_talk_sec": 8.5,
  "customer_talk_sec": 3.0,
  "dead_air_sec": 31.5,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 275.3,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 39,
  "words_customer": 12,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178962381351",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178962381351",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 1.37,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178962381351",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 2.0,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178962381351",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.17,
      "end_s": 4.1,
      "text_en": "Hello sir, am I speaking to Maa Lakshmi Loha?",
      "text_native": "नमस्कार सर, माँ लक्ष्मी लोहा से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178962381351",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 5.15,
      "text_en": "Yes, hello sir.",
      "text_native": "हां जी, नमस्कार सर।"
    },
    {
      "ucid": "21112178962381351",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.47,
      "end_s": 7.3,
      "text_en": "I am Abdul speaking, sir, from JSW.",
      "text_native": "मैं अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178962381351",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.7,
      "end_s": 8.1,
      "text_en": "Tell me, sir.",
      "text_native": "बोलो सर।"
    },
    {
      "ucid": "21112178962381351",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.3,
      "end_s": 11.8,
      "text_en": "Sir, your company was registered here, that's why I called. Do you have any requirement for steel, sir?",
      "text_native": "सर आपकी कंपनी यहां रजिस्टर थी इसके लिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या सर स्टील में आपको?"
    },
    {
      "ucid": "21112178962381351",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 12.9,
      "text_en": "No, no sir.",
      "text_native": "नहीं नहीं सर।"
    },
    {
      "ucid": "21112178962381351",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.3,
      "end_s": 14.2,
      "text_en": "Okay sir, thank you.",
      "text_native": "ठीक है सर, थैंक यू।"
    },
    {
      "ucid": "21112178962381351",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 14.8,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962381351",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I am Abdul speaking, sir, from JSW.",
      "comment": "The agent identified himself and the company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178962381351",
      "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; instead, he went directly to asking for a requirement."
    },
    {
      "ucid": "21112178962381351",
      "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": "21112178962381351",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178962381351",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir?",
      "comment": "The agent successfully asked if the customer had a current requirement."
    },
    {
      "ucid": "21112178962381351",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, thank you.",
      "comment": "The agent ended the call without attempting to set a next step, such as a future callback 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": []
}