{
  "ucid": "21112178970827191",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 10:41:11",
  "end_time": "2026-09-18 10:42:19",
  "duration_sec": 68,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc94062d3295f7652a945595037041a8b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1457,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178970827191__DIAc94062d3295f7652a945595037041a8b.mp3",
  "audio_bytes": 150552,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 50.184,
  "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)\n[3s] AGENT: Yeah, good morning sir. Abdul speaking. I am calling from JSW head office Mumbai.   (Yeah, good morning sir. Abdul बात कर रहा हूं। JSW head office Mumbai से बात कर रहा हूं मैं।)\n[7s] CUSTOMER: From where?   (कहां से?)\n[8s] AGENT: I am calling from JSW head office.   (JSW head office से बात कर रहा हूं।)\n[10s] CUSTOMER: Yes yes, tell me.   (जी जी, बोलिए।)\n[10s] AGENT: Uh sir, you had registered on the JSW platform under the name Old School Corporation.   (अह सर आपने JSW platform पे registration किया था Old School Corporation के नाम से।)\n[14s] CUSTOMER: Yes yes.   (जी जी।)\n[15s] AGENT: So I called for that. Do you have any requirement for steel, sir, in HR CR right now? A live requirement?   (तो उसके लिए फोन किया था। कुछ requirement है क्या सर steel में आपको HR CR में अभी? Live requirement?)\n[19s] CUSTOMER: Sir, I actually didn't have a requirement for sheet. I, yes, my requirement was for pipe, meaning for tube, basically.   (सर मेरे को actually sheet का requirement नहीं था। मुझे, जी, मुझे requirement pipe का था, मतलब tube का था basically.)\n[24s] AGENT: Okay okay okay. Alright sir. You don't have a requirement for sheet?   (अच्छा अच्छा अच्छा। ठीक है सर। Sheet का requirement नहीं है आपको?)\n[27s] CUSTOMER: Uh no no, not in sheet. Not in sheet.   (अह नहीं नहीं, sheet में नहीं है। Sheet में नहीं है।)\n[28s] AGENT: Alright sir. Okay okay. Thank you.   (ठीक है सर। Okay okay. Thank you.)\n[29s] CUSTOMER: You mean, basically in JSW, do you have sheet or tube, or both?   (आपके मतलब basically JSW में क्या sheet है या tube है, दोनों है?)\n[32s] AGENT: We have sheet, sheet. Right now tube, we have good sheet, sir.   (Sheet है, sheet है। अभी tube, sheet है सर अच्छा।)\n[34s] CUSTOMER: Only sheet? Okay okay. Okay, alright sir. Alright. Thank you.   (Only sheet? अच्छा अच्छा। Okay, ठीक है सर। ठीक है। Thank you.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "You must complete basic profile verification and discovery before asking for a live requirement; this would have helped you understand the customer's business even though their immediate need was for a product we don't carry.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": null,
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a new registrant and immediately asked for a live requirement for sheets. The customer clarified they needed pipes/tubes, a product not offered. The agent confirmed the product mismatch and politely ended the call without attempting any discovery or platform education.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah, good morning sir. Abdul speaking. I am calling from JSW head office Mumbai.\", \"comment\": \"The agent provided a standard, professional opening and referenced the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only confirmed the company name from the registration and did not ask any of the other required verification questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent skipped discovery entirely and went straight to asking for a live requirement.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's value proposition at any point in the call.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir, in HR CR right now? A live requirement?\", \"comment\": \"While the agent asked for a requirement, he did not capture specs or schedule a callback when the customer's need was identified.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a platform walkthrough being scheduled.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must complete basic profile verification and discovery before asking for a live requirement; this would have helped you understand the customer's business even though their immediate need was for a product we don't carry.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": null, \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant and immediately asked for a live requirement for sheets. The customer clarified they needed pipes/tubes, a product not offered. The agent confirmed the product mismatch and politely ended the call without attempting any discovery or platform education.\"}",
  "error": null,
  "latency_ms": 36660,
  "input_tokens": 3196,
  "output_tokens": 723,
  "created_at": "2026-09-25 11:58:52",
  "sentiment": "positive",
  "sentiment_score": 0.42,
  "sentiment_confidence": "high",
  "pos": 16,
  "neg": 2,
  "lex_hits": 16,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.566,
  "agent_talk_sec": 18.0,
  "customer_talk_sec": 13.8,
  "dead_air_sec": 36.2,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 293.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 9,
  "discovery_qs": 3,
  "words_agent": 88,
  "words_customer": 62,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178970827191",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.67,
      "end_s": 1.2,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178970827191",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 2.08,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178970827191",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.6,
      "end_s": 2.9,
      "text_en": "Yes",
      "text_native": "हां"
    },
    {
      "ucid": "21112178970827191",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.18,
      "end_s": 6.8,
      "text_en": "Yeah, good morning sir. Abdul speaking. I am calling from JSW head office Mumbai.",
      "text_native": "Yeah, good morning sir. Abdul बात कर रहा हूं। JSW head office Mumbai से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178970827191",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.51,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178970827191",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.8,
      "end_s": 9.28,
      "text_en": "I am calling from JSW head office.",
      "text_native": "JSW head office से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178970827191",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.6,
      "end_s": 10.2,
      "text_en": "Yes yes, tell me.",
      "text_native": "जी जी, बोलिए।"
    },
    {
      "ucid": "21112178970827191",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.5,
      "end_s": 14.2,
      "text_en": "Uh sir, you had registered on the JSW platform under the name Old School Corporation.",
      "text_native": "अह सर आपने JSW platform पे registration किया था Old School Corporation के नाम से।"
    },
    {
      "ucid": "21112178970827191",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 14.9,
      "text_en": "Yes yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178970827191",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.1,
      "end_s": 18.8,
      "text_en": "So I called for that. Do you have any requirement for steel, sir, in HR CR right now? A live requirement?",
      "text_native": "तो उसके लिए फोन किया था। कुछ requirement है क्या सर steel में आपको HR CR में अभी? Live requirement?"
    },
    {
      "ucid": "21112178970827191",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.1,
      "end_s": 23.8,
      "text_en": "Sir, I actually didn't have a requirement for sheet. I, yes, my requirement was for pipe, meaning for tube, basically.",
      "text_native": "सर मेरे को actually sheet का requirement नहीं था। मुझे, जी, मुझे requirement pipe का था, मतलब tube का था basically."
    },
    {
      "ucid": "21112178970827191",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.1,
      "end_s": 26.4,
      "text_en": "Okay okay okay. Alright sir. You don't have a requirement for sheet?",
      "text_native": "अच्छा अच्छा अच्छा। ठीक है सर। Sheet का requirement नहीं है आपको?"
    },
    {
      "ucid": "21112178970827191",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.6,
      "end_s": 28.0,
      "text_en": "Uh no no, not in sheet. Not in sheet.",
      "text_native": "अह नहीं नहीं, sheet में नहीं है। Sheet में नहीं है।"
    },
    {
      "ucid": "21112178970827191",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 29.0,
      "text_en": "Alright sir. Okay okay. Thank you.",
      "text_native": "ठीक है सर। Okay okay. Thank you."
    },
    {
      "ucid": "21112178970827191",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.1,
      "end_s": 31.8,
      "text_en": "You mean, basically in JSW, do you have sheet or tube, or both?",
      "text_native": "आपके मतलब basically JSW में क्या sheet है या tube है, दोनों है?"
    },
    {
      "ucid": "21112178970827191",
      "idx": 15,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 33.9,
      "text_en": "We have sheet, sheet. Right now tube, we have good sheet, sir.",
      "text_native": "Sheet है, sheet है। अभी tube, sheet है सर अच्छा।"
    },
    {
      "ucid": "21112178970827191",
      "idx": 16,
      "speaker": "customer",
      "start_s": 34.1,
      "end_s": 36.8,
      "text_en": "Only sheet? Okay okay. Okay, alright sir. Alright. Thank you.",
      "text_native": "Only sheet? अच्छा अच्छा। Okay, ठीक है सर। ठीक है। Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178970827191",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yeah, good morning sir. Abdul speaking. I am calling from JSW head office Mumbai.",
      "comment": "The agent provided a standard, professional opening and referenced the customer's registration."
    },
    {
      "ucid": "21112178970827191",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only confirmed the company name from the registration and did not ask any of the other required verification questions."
    },
    {
      "ucid": "21112178970827191",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent skipped discovery entirely and went straight to asking for a live requirement."
    },
    {
      "ucid": "21112178970827191",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain the platform's value proposition at any point in the call."
    },
    {
      "ucid": "21112178970827191",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir, in HR CR right now? A live requirement?",
      "comment": "While the agent asked for a requirement, he did not capture specs or schedule a callback when the customer's need was identified."
    },
    {
      "ucid": "21112178970827191",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without a quote, a specific callback date, or a platform walkthrough being scheduled."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}