{
  "ucid": "21112178970836711",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 10:42:47",
  "end_time": "2026-09-18 10:43:31",
  "duration_sec": 44,
  "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/DIA3da7b70262330256856ca5a9228b382b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1456,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178970836711__DIA3da7b70262330256856ca5a9228b382b.mp3",
  "audio_bytes": 75384,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 25.128,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[2s] CUSTOMER: Hello   (हॅलो)\n[3s] CUSTOMER: Yes   (हां जी)\n[3s] AGENT: Yeah, good morning, this is Abdul speaking, sir. I am calling from JSW Head Office, Mumbai.   (Yeah, good morning, Abdul बात कर रहा हूं सर, JSW Head Office Mumbai से बात कर रहा हूं मैं।)\n[8s] CUSTOMER: Go on.   (बोलिए।)\n[8s] AGENT: Am I speaking with Shiva Enterprises?   (Shiva Enterprises से बात कर रहे हैं?)\n[10s] CUSTOMER: Yes, I am. Go on.   (हां बोल रहा हूं, बोलिए।)\n[11s] AGENT: Sir, you had registered on the JSW platform, I had called for that. Do you have any requirement for steel, sir?   (सर आपने JSW के platform पे registration किया था, उसके लिए फोन किया था मैंने। कुछ requirement है क्या सर steel में आपको?)\n[15s] CUSTOMER: I was just checking it like that, sir.   (वो ऐसे ही check कर रहा था सर।)\n[17s] AGENT: Alright sir, okay okay. No problem.   (ठीक है सर, okay okay. No problem.)\n[19s] CUSTOMER: Alright.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "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": "12 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": "When a customer says they are 'just checking', you must still try to understand their business by offering a price reference or asking a discovery question to keep the conversation going.",
  "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 contacted a new registrant, 'Shiva Enterprises'. The customer stated they were 'just checking' the platform. The agent accepted this and ended the call without attempting any discovery, platform education, or objection handling.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"good morning, this is Abdul speaking, sir. I am calling from JSW Head Office, Mumbai.\", \"comment\": \"The agent provided a standard professional opening referencing the company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Only verified the company name; did not ask for procurement city, decision-making role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were attempted before the customer ended the conversation.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was mentioned as the reason for the call, but its benefits were not explained.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked for a requirement but did not schedule a specific callback when the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a scheduled walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are 'just checking', you must still try to understand their business by offering a price reference or asking a discovery question to keep the conversation going.\", \"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\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"I was just checking it like that, sir.\", \"response\": \"Alright sir, okay okay. No problem.\"}], \"call_summary\": \"The agent contacted a new registrant, 'Shiva Enterprises'. The customer stated they were 'just checking' the platform. The agent accepted this and ended the call without attempting any discovery, platform education, or objection handling.\"}",
  "error": null,
  "latency_ms": 32971,
  "input_tokens": 2924,
  "output_tokens": 737,
  "created_at": "2026-09-25 11:58:46",
  "sentiment": "neutral",
  "sentiment_score": 0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.725,
  "agent_talk_sec": 11.6,
  "customer_talk_sec": 4.4,
  "dead_air_sec": 28.0,
  "longest_monologue_sec": 4.3,
  "agent_wpm": 258.6,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 7,
  "discovery_qs": 2,
  "words_agent": 50,
  "words_customer": 19,
  "monologue_heavy": 1,
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      "ucid": "21112178970836711",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.97,
      "end_s": 1.34,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178970836711",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.77,
      "end_s": 2.1,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178970836711",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.3,
      "end_s": 2.63,
      "text_en": "Hello",
      "text_native": "हॅलो"
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    {
      "ucid": "21112178970836711",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 3.23,
      "text_en": "Yes",
      "text_native": "हां जी"
    },
    {
      "ucid": "21112178970836711",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.4,
      "end_s": 7.24,
      "text_en": "Yeah, good morning, this is Abdul speaking, sir. I am calling from JSW Head Office, Mumbai.",
      "text_native": "Yeah, good morning, Abdul बात कर रहा हूं सर, JSW Head Office Mumbai से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178970836711",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.53,
      "end_s": 7.94,
      "text_en": "Go on.",
      "text_native": "बोलिए।"
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    {
      "ucid": "21112178970836711",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.24,
      "end_s": 9.64,
      "text_en": "Am I speaking with Shiva Enterprises?",
      "text_native": "Shiva Enterprises से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178970836711",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.8,
      "end_s": 10.64,
      "text_en": "Yes, I am. Go on.",
      "text_native": "हां बोल रहा हूं, बोलिए।"
    },
    {
      "ucid": "21112178970836711",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.8,
      "end_s": 15.1,
      "text_en": "Sir, you had registered on the JSW platform, I had called for that. Do you have any requirement for steel, sir?",
      "text_native": "सर आपने JSW के platform पे registration किया था, उसके लिए फोन किया था मैंने। कुछ requirement है क्या सर steel में आपको?"
    },
    {
      "ucid": "21112178970836711",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 16.94,
      "text_en": "I was just checking it like that, sir.",
      "text_native": "वो ऐसे ही check कर रहा था सर।"
    },
    {
      "ucid": "21112178970836711",
      "idx": 10,
      "speaker": "agent",
      "start_s": 17.3,
      "end_s": 19.0,
      "text_en": "Alright sir, okay okay. No problem.",
      "text_native": "ठीक है सर, okay okay. No problem."
    },
    {
      "ucid": "21112178970836711",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.1,
      "end_s": 19.5,
      "text_en": "Alright.",
      "text_native": "ठीक है।"
    }
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    {
      "ucid": "21112178970836711",
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      "step_name": "Warm welcome opener",
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      "questions_hit": null,
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      "comment": "The agent provided a standard professional opening referencing the company."
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      "ucid": "21112178970836711",
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      "result": "fail",
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      "questions_hit": 1,
      "evidence": "",
      "comment": "Only verified the company name; did not ask for procurement city, decision-making role, or contact details."
    },
    {
      "ucid": "21112178970836711",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were attempted before the customer ended the conversation."
    },
    {
      "ucid": "21112178970836711",
      "step_id": "NR4",
      "step_name": "Platform education",
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      "result": "fail",
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      "questions_hit": null,
      "evidence": "",
      "comment": "The platform was mentioned as the reason for the call, but its benefits were not explained."
    },
    {
      "ucid": "21112178970836711",
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      "evidence": "",
      "comment": "The agent asked for a requirement but did not schedule a specific callback when the customer said no."
    },
    {
      "ucid": "21112178970836711",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
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      "result": "fail",
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      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without a quote, a specific callback date, or a scheduled walkthrough."
    }
  ],
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    {
      "ucid": "21112178970836711",
      "obj_type": "just_registered_to_check",
      "state": "mishandled",
      "evidence": "I was just checking it like that, sir.",
      "response": "Alright sir, okay okay. No problem."
    }
  ],
  "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": []
}