{
  "ucid": "21112178964516651",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 17:09:26",
  "end_time": "2026-09-17 17:10:52",
  "duration_sec": 86,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAed6694bd637e59c845d4732a01e5f6bc.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1491,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178964516651__DIAed6694bd637e59c845d4732a01e5f6bc.mp3",
  "audio_bytes": 192456,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 64.152,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Uh, yes, tell me sir.   (अह, येस, बोलिए सर।)\n[3s] AGENT: Sir, Dhruv was speaking from the JSW One app, sir.   (सर, ध्रुव बात कर रहा था JSW One ऍप से, सर।)\n[5s] CUSTOMER: Yes yes, tell me tell me tell me sir.   (हां हां, बोलिए बोलिए बोलिए सर।)\n[7s] AGENT: Uh sir, is there any requirement for sheet metals etc.?   (अह सर, कुछ रिक्वायरमेंट है शीट मेटल्स वगेरा में?)\n[9s] CUSTOMER: Uh sir, actually I am sitting in a meeting. Just my requirement, you uh, can I tell you? I have a requirement for OPC 43, 200 bags.   (अह सर, एक्चुअली एक मीटिंग में ही बैठा हूं। जस्ट मेरा रिक्वायरमेंट आप अह मैं आपको बोल दूं क्या? मेरा OPC 43 का रिक्वायरमेंट है, 200 bags.)\n[14s] AGENT: Yes yes.   (हां हां।)\n[14s] CUSTOMER: Uh 500 bags. First 200 bags will be needed, after that it's 500 bags. So what rate will I get, can you send it to me on WhatsApp?   (अह 500 bags. अभी फर्स्ट 200 bags लगेगा, उसके बाद 500 bags है। तो मुझे क्या रेट लगेगा, आप भेज सकते हो मुझे WhatsApp पे?)\n[19s] AGENT: I'll get it sent, okay.   (मैं भेजवा देता हूं, चलो।)\n[20s] CUSTOMER: Get it sent. OPC 43 and PPC.   (भेजवा दीजिए। OPC 43 and PPC.)\n[22s] AGENT: Okay.   (ठीक है।)\n[23s] CUSTOMER: Okay? Yes. There's a requirement for both. Yes, yes, yes. Okay. And send for OPC 53 as well. That is 500 bags.   (Okay? Yes. दोनों का रिक्वायरमेंट है। Yes, yes, हां। Okay. And OPC 53 का भी भेजिए। वो 500 bag है।)\n[28s] AGENT: Okay, I'll get it checked.   (ठीक है, मैं चेक करवा देता हूं।)\n[29s] CUSTOMER: Okay, okay. If you send OPC 53, then send only Birla Super.   (Okay, okay. OPC 53 आप भेजोगे तो Birla Super में ही भेजना।)\n[32s] AGENT: Okay.\n[33s] CUSTOMER: And for OPC 43, any will do. If it's UltraTech, it's even better.   (And OPC 43 कोई भी चलेगा। UltraTech रहेगा तो ज्यादा बेटर है।)\n[36s] AGENT: Okay.   (ठीक है।)\n[36s] CUSTOMER: Yes, yes, yes. You send it. And whatever else there is, if you have your own brand, send that too. Send the rates for everything.   (Yes, yes, yes. आप भेज दीजिए। And जो भी चीज है, आपका ब्रांड रहेगा, वो भी भेज दीजिए। सबके रेट्स भेज दीजिए।)\n[40s] AGENT: Okay sir, okay.   (ठीक है सर, ठीक है।)\n[41s] CUSTOMER: Okay sir, okay. Thank you.\n[42s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: Some minor background chatter is present but does not affect transcription reliability.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When a customer requests a different product like cement, capture the core requirement (quantity, location, timeline) and set a firm timeline for when the correct team will send the quote.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "cement",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent initiated a call about sheet metals, but the customer, stating they were in a meeting, immediately requested a quote for various grades of cement (OPC/PPC). The agent did not perform any discovery or validation, and simply agreed to have the rates sent to the customer's WhatsApp. The call ended without a firm price or timeline commitment.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement for sheet metals etc.?\", \"comment\": \"Agent did not acknowledge a specific platform submission and instead asked a generic question, restarting the discovery process from scratch.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not revalidate any of the five required fields for the customer's stated requirement (cement).\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions; the customer volunteered one detail (brand preference) but the agent did not probe further.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"I'll get it sent, okay.\", \"comment\": \"Agent did not provide a price or commit to a specific timeline for sending the quote, simply agreeing to the customer's request.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement for sheet metals etc.?\", \"comment\": \"Agent did not pitch any products, instead just taking down the customer's request for a different product category.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer requests a different product like cement, capture the core requirement (quantity, location, timeline) and set a firm timeline for when the correct team will send the quote.\", \"segment_detected\": \"cement\", \"mfg_flag\": true, \"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 initiated a call about sheet metals, but the customer, stating they were in a meeting, immediately requested a quote for various grades of cement (OPC/PPC). The agent did not perform any discovery or validation, and simply agreed to have the rates sent to the customer's WhatsApp. The call ended without a firm price or timeline commitment.\"}",
  "error": null,
  "latency_ms": 32005,
  "input_tokens": 3414,
  "output_tokens": 675,
  "created_at": "2026-09-25 12:00:07",
  "sentiment": "positive",
  "sentiment_score": 0.568,
  "sentiment_confidence": "high",
  "pos": 35,
  "neg": 0,
  "lex_hits": 27,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.229,
  "agent_talk_sec": 8.4,
  "customer_talk_sec": 28.3,
  "dead_air_sec": 49.3,
  "longest_monologue_sec": 1.9,
  "agent_wpm": 285.7,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 11,
  "discovery_qs": 2,
  "words_agent": 40,
  "words_customer": 154,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178964516651",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.89,
      "end_s": 1.29,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178964516651",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.56,
      "end_s": 1.89,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178964516651",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.29,
      "end_s": 3.06,
      "text_en": "Uh, yes, tell me sir.",
      "text_native": "अह, येस, बोलिए सर।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.36,
      "end_s": 5.29,
      "text_en": "Sir, Dhruv was speaking from the JSW One app, sir.",
      "text_native": "सर, ध्रुव बात कर रहा था JSW One ऍप से, सर।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.46,
      "end_s": 6.59,
      "text_en": "Yes yes, tell me tell me tell me sir.",
      "text_native": "हां हां, बोलिए बोलिए बोलिए सर।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.89,
      "end_s": 8.59,
      "text_en": "Uh sir, is there any requirement for sheet metals etc.?",
      "text_native": "अह सर, कुछ रिक्वायरमेंट है शीट मेटल्स वगेरा में?"
    },
    {
      "ucid": "21112178964516651",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 13.58,
      "text_en": "Uh sir, actually I am sitting in a meeting. Just my requirement, you uh, can I tell you? I have a requirement for OPC 43, 200 bags.",
      "text_native": "अह सर, एक्चुअली एक मीटिंग में ही बैठा हूं। जस्ट मेरा रिक्वायरमेंट आप अह मैं आपको बोल दूं क्या? मेरा OPC 43 का रिक्वायरमेंट है, 200 bags."
    },
    {
      "ucid": "21112178964516651",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.61,
      "end_s": 13.94,
      "text_en": "Yes yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.24,
      "end_s": 18.89,
      "text_en": "Uh 500 bags. First 200 bags will be needed, after that it's 500 bags. So what rate will I get, can you send it to me on WhatsApp?",
      "text_native": "अह 500 bags. अभी फर्स्ट 200 bags लगेगा, उसके बाद 500 bags है। तो मुझे क्या रेट लगेगा, आप भेज सकते हो मुझे WhatsApp पे?"
    },
    {
      "ucid": "21112178964516651",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.92,
      "end_s": 19.88,
      "text_en": "I'll get it sent, okay.",
      "text_native": "मैं भेजवा देता हूं, चलो।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 21.59,
      "text_en": "Get it sent. OPC 43 and PPC.",
      "text_native": "भेजवा दीजिए। OPC 43 and PPC."
    },
    {
      "ucid": "21112178964516651",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.83,
      "end_s": 22.22,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 12,
      "speaker": "customer",
      "start_s": 22.61,
      "end_s": 27.58,
      "text_en": "Okay? Yes. There's a requirement for both. Yes, yes, yes. Okay. And send for OPC 53 as well. That is 500 bags.",
      "text_native": "Okay? Yes. दोनों का रिक्वायरमेंट है। Yes, yes, हां। Okay. And OPC 53 का भी भेजिए। वो 500 bag है।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 13,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 28.88,
      "text_en": "Okay, I'll get it checked.",
      "text_native": "ठीक है, मैं चेक करवा देता हूं।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.0,
      "end_s": 31.58,
      "text_en": "Okay, okay. If you send OPC 53, then send only Birla Super.",
      "text_native": "Okay, okay. OPC 53 आप भेजोगे तो Birla Super में ही भेजना।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 15,
      "speaker": "agent",
      "start_s": 31.91,
      "end_s": 32.27,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178964516651",
      "idx": 16,
      "speaker": "customer",
      "start_s": 32.54,
      "end_s": 35.27,
      "text_en": "And for OPC 43, any will do. If it's UltraTech, it's even better.",
      "text_native": "And OPC 43 कोई भी चलेगा। UltraTech रहेगा तो ज्यादा बेटर है।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 17,
      "speaker": "agent",
      "start_s": 35.6,
      "end_s": 35.96,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 18,
      "speaker": "customer",
      "start_s": 36.2,
      "end_s": 39.89,
      "text_en": "Yes, yes, yes. You send it. And whatever else there is, if you have your own brand, send that too. Send the rates for everything.",
      "text_native": "Yes, yes, yes. आप भेज दीजिए। And जो भी चीज है, आपका ब्रांड रहेगा, वो भी भेज दीजिए। सबके रेट्स भेज दीजिए।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 19,
      "speaker": "agent",
      "start_s": 40.01,
      "end_s": 40.67,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    },
    {
      "ucid": "21112178964516651",
      "idx": 20,
      "speaker": "customer",
      "start_s": 40.82,
      "end_s": 41.87,
      "text_en": "Okay sir, okay. Thank you.",
      "text_native": "Okay sir, okay. Thank you."
    },
    {
      "ucid": "21112178964516651",
      "idx": 21,
      "speaker": "agent",
      "start_s": 42.34,
      "end_s": 42.67,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178964516651",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement for sheet metals etc.?",
      "comment": "Agent did not acknowledge a specific platform submission and instead asked a generic question, restarting the discovery process from scratch."
    },
    {
      "ucid": "21112178964516651",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not revalidate any of the five required fields for the customer's stated requirement (cement)."
    },
    {
      "ucid": "21112178964516651",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions; the customer volunteered one detail (brand preference) but the agent did not probe further."
    },
    {
      "ucid": "21112178964516651",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll get it sent, okay.",
      "comment": "Agent did not provide a price or commit to a specific timeline for sending the quote, simply agreeing to the customer's request."
    },
    {
      "ucid": "21112178964516651",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement for sheet metals etc.?",
      "comment": "Agent did not pitch any products, instead just taking down the customer's request for a different product category."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}