{
  "ucid": "21112178964074771",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 15:55:47",
  "end_time": "2026-09-17 15:59:19",
  "duration_sec": 212,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb35d1ff525cd584ccb6db9e628962a02.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1523,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178964074771__DIAb35d1ff525cd584ccb6db9e628962a02.mp3",
  "audio_bytes": 586440,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 195.48,
  "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] CUSTOMER: Yes.   (हां जी।)\n[3s] AGENT: Uh, am I speaking with Pankaj ji from Balaji Cutter?   (अ पंकज जी से बात हो रही है बालाजी कटर से?)\n[6s] CUSTOMER: Yes.   (हां जी।)\n[7s] AGENT: Pankaj ji, this is Sudeep speaking from JSW One, Jindal Steel.   (पंकज जी सुदीप बोल रहा हूं जेएसडब्ल्यू वन से, जिंदाल स्टील।)\n[9s] CUSTOMER: Okay, okay, okay, yes.   (अच्छा अच्छा अच्छा, हां जी।)\n[10s] AGENT: You had created an inquiry yesterday, sir, in our system, regarding HR material in E350A, some three 3.15 mm thickness in 1250.   (ये आपने कल इंक्वायरी बनाई थी सर सिस्टम में हमारे एचआर मटेरियल को लेके E350A में कुछ तीन 3.15 mm थिकनेस में 1250 की)\n[15s] CUSTOMER: Sir, are E350A and MPA the same thing?   (ये सर E350A और MPA एक ही बात होती है?)\n[18s] AGENT: No, no. Yes, correct. 350A means it's 350 MPA only. Minimum yield strength.   (नो नो। हां बराबर। 350A मतलब 350 MPA ही हो गया। मिनिमम यील्ड स्ट्रेंथ।)\n[22s] CUSTOMER: Yes. I still need MPA.   (हां। MPA चाहिए फिर भी।)\n[23s] AGENT: So for 350 MPA, you will have to make 350 only, sir.   (तो 350 MPA के लिए तो 350 ही बनाना पड़ेगा सर आपको।)\n[26s] CUSTOMER: Yes, so I need 350 MPA.   (हां तो 350 MPA चाहिए।)\n[28s] AGENT: You need MPA. And what was the thickness? Is it 3 mm or 3.15?   (MPA चाहिए। और थिकनेस क्या था? 3 mm है कि 3.15?)\n[29s] CUSTOMER: 3.15, 1250.   (3.15, 1250।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: There is a slight echo on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "While the call was short, ensure you revalidate all five key fields (product, size, quantity, location, timeline) at the start to control the conversation, even if the customer interrupts.",
  "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 called to follow up on a platform inquiry for HR E350A material. The agent clarified that E350A is equivalent to 350 MPA and confirmed the required thickness and width. The call ended abruptly before quantity, location, or pricing could be discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had created an inquiry yesterday, sir, in our system, regarding HR material in E350A...\", \"comment\": \"The agent correctly referenced the customer's platform submission at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"regarding HR material in E350A, some three 3.15 mm thickness in 1250.\", \"comment\": \"Agent confirmed product/grade and thickness/width, but failed to ask about quantity, delivery location, or timeline, hitting only 2 of 5 required fields.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions about end use, monthly requirement, or current suppliers could be asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The call was too short and ended before the agent could provide a price, confirm stock, or state a timeline for a quote.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had created an inquiry yesterday, sir, in our system, regarding HR material in E350A...\", \"comment\": \"The agent correctly focused only on the customer's specific inquiry and did not re-pitch the broader product portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"While the call was short, ensure you revalidate all five key fields (product, size, quantity, location, timeline) at the start to control the conversation, even if the customer interrupts.\", \"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 called to follow up on a platform inquiry for HR E350A material. The agent clarified that E350A is equivalent to 350 MPA and confirmed the required thickness and width. The call ended abruptly before quantity, location, or pricing could be discussed.\"}",
  "error": null,
  "latency_ms": 22492,
  "input_tokens": 3167,
  "output_tokens": 708,
  "created_at": "2026-09-25 12:01:20",
  "sentiment": "positive",
  "sentiment_score": 0.257,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.653,
  "agent_talk_sec": 17.1,
  "customer_talk_sec": 9.1,
  "dead_air_sec": 185.8,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 298.2,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 85,
  "words_customer": 29,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178964074771",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.43,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178964074771",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 2.26,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178964074771",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.1,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178964074771",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.48,
      "end_s": 5.6,
      "text_en": "Uh, am I speaking with Pankaj ji from Balaji Cutter?",
      "text_native": "अ पंकज जी से बात हो रही है बालाजी कटर से?"
    },
    {
      "ucid": "21112178964074771",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.98,
      "end_s": 6.34,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178964074771",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.58,
      "end_s": 8.8,
      "text_en": "Pankaj ji, this is Sudeep speaking from JSW One, Jindal Steel.",
      "text_native": "पंकज जी सुदीप बोल रहा हूं जेएसडब्ल्यू वन से, जिंदाल स्टील।"
    },
    {
      "ucid": "21112178964074771",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.1,
      "end_s": 10.1,
      "text_en": "Okay, okay, okay, yes.",
      "text_native": "अच्छा अच्छा अच्छा, हां जी।"
    },
    {
      "ucid": "21112178964074771",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.26,
      "end_s": 15.1,
      "text_en": "You had created an inquiry yesterday, sir, in our system, regarding HR material in E350A, some three 3.15 mm thickness in 1250.",
      "text_native": "ये आपने कल इंक्वायरी बनाई थी सर सिस्टम में हमारे एचआर मटेरियल को लेके E350A में कुछ तीन 3.15 mm थिकनेस में 1250 की"
    },
    {
      "ucid": "21112178964074771",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.1,
      "end_s": 17.5,
      "text_en": "Sir, are E350A and MPA the same thing?",
      "text_native": "ये सर E350A और MPA एक ही बात होती है?"
    },
    {
      "ucid": "21112178964074771",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.7,
      "end_s": 21.3,
      "text_en": "No, no. Yes, correct. 350A means it's 350 MPA only. Minimum yield strength.",
      "text_native": "नो नो। हां बराबर। 350A मतलब 350 MPA ही हो गया। मिनिमम यील्ड स्ट्रेंथ।"
    },
    {
      "ucid": "21112178964074771",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 23.3,
      "text_en": "Yes. I still need MPA.",
      "text_native": "हां। MPA चाहिए फिर भी।"
    },
    {
      "ucid": "21112178964074771",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.3,
      "end_s": 25.3,
      "text_en": "So for 350 MPA, you will have to make 350 only, sir.",
      "text_native": "तो 350 MPA के लिए तो 350 ही बनाना पड़ेगा सर आपको।"
    },
    {
      "ucid": "21112178964074771",
      "idx": 12,
      "speaker": "customer",
      "start_s": 25.7,
      "end_s": 27.2,
      "text_en": "Yes, so I need 350 MPA.",
      "text_native": "हां तो 350 MPA चाहिए।"
    },
    {
      "ucid": "21112178964074771",
      "idx": 13,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 29.4,
      "text_en": "You need MPA. And what was the thickness? Is it 3 mm or 3.15?",
      "text_native": "MPA चाहिए। और थिकनेस क्या था? 3 mm है कि 3.15?"
    },
    {
      "ucid": "21112178964074771",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.4,
      "end_s": 30.8,
      "text_en": "3.15, 1250.",
      "text_native": "3.15, 1250।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178964074771",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "You had created an inquiry yesterday, sir, in our system, regarding HR material in E350A...",
      "comment": "The agent correctly referenced the customer's platform submission at the start of the call."
    },
    {
      "ucid": "21112178964074771",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "regarding HR material in E350A, some three 3.15 mm thickness in 1250.",
      "comment": "Agent confirmed product/grade and thickness/width, but failed to ask about quantity, delivery location, or timeline, hitting only 2 of 5 required fields."
    },
    {
      "ucid": "21112178964074771",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions about end use, monthly requirement, or current suppliers could be asked."
    },
    {
      "ucid": "21112178964074771",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short and ended before the agent could provide a price, confirm stock, or state a timeline for a quote."
    },
    {
      "ucid": "21112178964074771",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "You had created an inquiry yesterday, sir, in our system, regarding HR material in E350A...",
      "comment": "The agent correctly focused only on the customer's specific inquiry and did not re-pitch the broader product portfolio."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}