{
  "ucid": "21112178962459021",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 11:26:30",
  "end_time": "2026-09-17 11:27:22",
  "duration_sec": 52,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Not_Answered",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAeb5bf53fd0ea1ee187dc725e60c550fb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1635,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962459021__DIAeb5bf53fd0ea1ee187dc725e60c550fb.mp3",
  "audio_bytes": 120096,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 40.032,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[1s] AGENT: Hello?   (हॅलो?)\n[1s] AGENT: Yes, uh am I speaking with Mr. Deepak Solanki?   (हां, uh दीपक सोलंकी जी से बात हो रही है?)\n[4s] CUSTOMER: Yes, speak.   (हां बोलो।)\n[4s] AGENT: Hello?   (हॅलो?)\n[4s] CUSTOMER: Yes, speak.   (हां बोलो।)\n[5s] AGENT: Yes, this is Pranav speaking from JSW One. Sir, do you have any requirement for CR coil right now?   (हां प्रणव बात कर रहा हूं JSW One से। सर अभी कोई requirement आ रहा है आपको CR coil में?)\n[9s] CUSTOMER: We keep talking to Mr. Rohan.   (हमारी रोहन जी से बात होती रहती है।)\n[10s] AGENT: Okay.\n[11s] CUSTOMER: Rohan, the one who sits in Mumbai, we have already spoken, sir.   (रोहन, जो मुंबई बैठते हैं ना, already बात हो चुकी है सर।)\n[13s] AGENT: Yes, yes, yes, yes, I am also speaking from Mumbai. Now, like, your account came to me, so that's why I contacted you that if there is any   (जी जी जी जी मुंबई से ही बात कर रहा हूं मैं भी। अभी like आपका account मेरे पास आया था तो इसलिए मैंने आपको contact किया कि अभी कोई)\n[17s] CUSTOMER: No no sir, you please talk to Mr. Rohan once, you will get the clarification, sir.   (नहीं नहीं सर आप एक बार बात कर लीजिए ना रोहन जी से आपको clarify मिल जाएगा सर।)\n[20s] AGENT: Okay, okay, that will work.   (Okay, okay, चलेगा।)\n[22s] CUSTOMER: Okay, right sir?   (Okay ना सर?)\n[22s] AGENT: Okay.\n[22s] CUSTOMER: Thank you.\n[23s] AGENT: Okay, thank you, thank you. Yes.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: There is minor crosstalk at the beginning of the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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 already speak with another JSW rep, acknowledge it and pivot to your specific reason for calling, rather than immediately ending the conversation.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a customer who stated they already have a relationship with another JSW representative named Rohan. The customer deflected the agent's attempt to discuss requirements, insisting the agent speak internally with Rohan first. The agent agreed and the call ended without any business outcome.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, this is Pranav speaking from JSW One. Sir, do you have any requirement for CR coil right now?\", \"comment\": \"Agent identified himself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening directly with a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Call was deflected by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call did not progress to the pitch stage as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for CR coil right now?\", \"comment\": \"Agent successfully asked if there was a current requirement, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, okay, चलेगा.\", \"comment\": \"Agent agreed to the customer's suggestion to talk internally, but did not establish a committed next step with the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they already speak with another JSW rep, acknowledge it and pivot to your specific reason for calling, rather than immediately ending the conversation.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"We keep talking to Mr. Rohan.\", \"response\": \"Yes, yes, yes, yes, I am also speaking from Mumbai. Now, like, your account came to me, so that's why I contacted you...\"}], \"call_summary\": \"The agent contacted a customer who stated they already have a relationship with another JSW representative named Rohan. The customer deflected the agent's attempt to discuss requirements, insisting the agent speak internally with Rohan first. The agent agreed and the call ended without any business outcome.\"}",
  "error": null,
  "latency_ms": 28285,
  "input_tokens": 3021,
  "output_tokens": 790,
  "created_at": "2026-09-25 12:05:51",
  "sentiment": "positive",
  "sentiment_score": 0.68,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 1,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.587,
  "agent_talk_sec": 13.2,
  "customer_talk_sec": 9.3,
  "dead_air_sec": 29.5,
  "longest_monologue_sec": 4.1,
  "agent_wpm": 322.7,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 4,
  "words_agent": 71,
  "words_customer": 44,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962459021",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.57,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178962459021",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.86,
      "end_s": 1.26,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178962459021",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.46,
      "end_s": 3.4,
      "text_en": "Yes, uh am I speaking with Mr. Deepak Solanki?",
      "text_native": "हां, uh दीपक सोलंकी जी से बात हो रही है?"
    },
    {
      "ucid": "21112178962459021",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.7,
      "end_s": 4.14,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178962459021",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.14,
      "end_s": 4.44,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178962459021",
      "idx": 5,
      "speaker": "customer",
      "start_s": 4.44,
      "end_s": 4.8,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178962459021",
      "idx": 6,
      "speaker": "agent",
      "start_s": 4.9,
      "end_s": 8.44,
      "text_en": "Yes, this is Pranav speaking from JSW One. Sir, do you have any requirement for CR coil right now?",
      "text_native": "हां प्रणव बात कर रहा हूं JSW One से। सर अभी कोई requirement आ रहा है आपको CR coil में?"
    },
    {
      "ucid": "21112178962459021",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.65,
      "end_s": 10.24,
      "text_en": "We keep talking to Mr. Rohan.",
      "text_native": "हमारी रोहन जी से बात होती रहती है।"
    },
    {
      "ucid": "21112178962459021",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.3,
      "end_s": 10.63,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178962459021",
      "idx": 9,
      "speaker": "customer",
      "start_s": 10.73,
      "end_s": 13.14,
      "text_en": "Rohan, the one who sits in Mumbai, we have already spoken, sir.",
      "text_native": "रोहन, जो मुंबई बैठते हैं ना, already बात हो चुकी है सर।"
    },
    {
      "ucid": "21112178962459021",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.14,
      "end_s": 17.24,
      "text_en": "Yes, yes, yes, yes, I am also speaking from Mumbai. Now, like, your account came to me, so that's why I contacted you that if there is any",
      "text_native": "जी जी जी जी मुंबई से ही बात कर रहा हूं मैं भी। अभी like आपका account मेरे पास आया था तो इसलिए मैंने आपको contact किया कि अभी कोई"
    },
    {
      "ucid": "21112178962459021",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.24,
      "end_s": 20.24,
      "text_en": "No no sir, you please talk to Mr. Rohan once, you will get the clarification, sir.",
      "text_native": "नहीं नहीं सर आप एक बार बात कर लीजिए ना रोहन जी से आपको clarify मिल जाएगा सर।"
    },
    {
      "ucid": "21112178962459021",
      "idx": 12,
      "speaker": "agent",
      "start_s": 20.44,
      "end_s": 21.44,
      "text_en": "Okay, okay, that will work.",
      "text_native": "Okay, okay, चलेगा।"
    },
    {
      "ucid": "21112178962459021",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.54,
      "end_s": 22.04,
      "text_en": "Okay, right sir?",
      "text_native": "Okay ना सर?"
    },
    {
      "ucid": "21112178962459021",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.04,
      "end_s": 22.34,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178962459021",
      "idx": 15,
      "speaker": "customer",
      "start_s": 22.44,
      "end_s": 22.84,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    },
    {
      "ucid": "21112178962459021",
      "idx": 16,
      "speaker": "agent",
      "start_s": 22.94,
      "end_s": 24.24,
      "text_en": "Okay, thank you, thank you. Yes.",
      "text_native": "Okay, thank you, thank you. Yes."
    }
  ],
  "steps": [
    {
      "ucid": "21112178962459021",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, this is Pranav speaking from JSW One. Sir, do you have any requirement for CR coil right now?",
      "comment": "Agent identified himself and the company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178962459021",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead opening directly with a qualification question."
    },
    {
      "ucid": "21112178962459021",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Call was deflected by the customer before any discovery questions could be asked."
    },
    {
      "ucid": "21112178962459021",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Call did not progress to the pitch stage as no discovery was done."
    },
    {
      "ucid": "21112178962459021",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for CR coil right now?",
      "comment": "Agent successfully asked if there was a current requirement, which is the core intent of this step."
    },
    {
      "ucid": "21112178962459021",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, okay, चलेगा.",
      "comment": "Agent agreed to the customer's suggestion to talk internally, but did not establish a committed next step with the customer."
    }
  ],
  "objections": [
    {
      "ucid": "21112178962459021",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "We keep talking to Mr. Rohan.",
      "response": "Yes, yes, yes, yes, I am also speaking from Mumbai. Now, like, your account came to me, so that's why I contacted you..."
    }
  ],
  "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": []
}