{
  "ucid": "21112178972394891",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 15:02:28",
  "end_time": "2026-09-18 15:03:33",
  "duration_sec": 65,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc0bae6e38bb2e62ec352c53667a4e641.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1401,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972394891__DIAc0bae6e38bb2e62ec352c53667a4e641.mp3",
  "audio_bytes": 161352,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 53.784,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello   (हॅलो)\n[4s] CUSTOMER: Hello   (हॅलो)\n[5s] AGENT: Hello   (हॅलो)\n[6s] AGENT: Uh, SK Group?   (अ एस के ग्रुप?)\n[7s] CUSTOMER: Yes ma'am.\n[8s] AGENT: Uh sir, I am calling from JSW One.   (अ सर, I am calling from JSW One.)\n[11s] CUSTOMER: Okay.\n[12s] AGENT: Yeah. Uh, your inquiry was registered, uh, here on our portal, regarding cement.   (Yeah. अ आपका इन्क्वायरी रजिस्टर हुआ था अ इधर हमारे पोर्टल पे, सीमेंट के रिगार्डिंग।)\n[16s] CUSTOMER: Yes.   (हाओ।)\n[18s] CUSTOMER: Uh, I had put it for both our OPC and PPC.   (अ ये अपना OPC का और PPC का दोनों का मैंने डाला था।)\n[21s] AGENT: Okay.\n[22s] AGENT: Sir, you don't deal in MS metal, right?   (ये सर आप MS मेटल में डील नहीं करते हो ना?)\n[25s] CUSTOMER: No, nothing in metal.   (नहीं, मेटल में नहीं कुछ।)\n[26s] AGENT: Okay. Okay. Sir, this inquiry, I will transfer it to the one who looks after the cement department. You will get a call from them then.   (Okay. Okay. ये सर मैं इन्क्वायरी जो है ना, ये मैं ट्रांसफर करती हूं जो सीमेंट डिपार्टमेंट देखता है। उनसे कॉल आएगा फिर आपको।)\n[32s] CUSTOMER: Okay ma'am.   (ठीक है मैम।)\n[33s] AGENT: Okay. Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible but does not significantly impact transcription clarity.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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": "Your score on pitch adherence is low because the call was for cement and had to be transferred, so you couldn't complete the revalidation or discovery steps; however, your action to transfer the lead to the correct department was exactly right.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "cement",
  "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 customer inquired about their portal submission for OPC and PPC cement. The agent, who handles MS metal, correctly identified the product mismatch. She explained she would transfer the inquiry to the cement department, and the customer agreed to await their call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, your inquiry was registered, uh, here on our portal, regarding cement.\", \"comment\": \"Agent correctly acknowledged the customer's submission on the JSW One portal.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only confirmed the product (cement) before realizing it was for a different department and did not validate other fields.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the agent correctly identified the lead needed to be transferred to the cement team.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a price or timeline, but correctly set the next step as a transfer to the appropriate department.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you don't deal in MS metal, right?\", \"comment\": \"Agent did not pitch any products and instead focused on qualifying the customer's need before transferring.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your score on pitch adherence is low because the call was for cement and had to be transferred, so you couldn't complete the revalidation or discovery steps; however, your action to transfer the lead to the correct department was exactly right.\", \"segment_detected\": \"cement\", \"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 customer inquired about their portal submission for OPC and PPC cement. The agent, who handles MS metal, correctly identified the product mismatch. She explained she would transfer the inquiry to the cement department, and the customer agreed to await their call.\"}",
  "error": null,
  "latency_ms": 40464,
  "input_tokens": 3014,
  "output_tokens": 654,
  "created_at": "2026-09-25 11:56:26",
  "sentiment": "neutral",
  "sentiment_score": 0.15,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.695,
  "agent_talk_sec": 16.4,
  "customer_talk_sec": 7.2,
  "dead_air_sec": 41.4,
  "longest_monologue_sec": 5.8,
  "agent_wpm": 226.8,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 62,
  "words_customer": 23,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178972394891",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.98,
      "end_s": 2.48,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178972394891",
      "idx": 1,
      "speaker": "customer",
      "start_s": 3.8,
      "end_s": 4.2,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
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      "idx": 2,
      "speaker": "agent",
      "start_s": 4.73,
      "end_s": 5.13,
      "text_en": "Hello",
      "text_native": "हॅलो"
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    {
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      "idx": 3,
      "speaker": "agent",
      "start_s": 5.7,
      "end_s": 6.8,
      "text_en": "Uh, SK Group?",
      "text_native": "अ एस के ग्रुप?"
    },
    {
      "ucid": "21112178972394891",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.3,
      "end_s": 7.9,
      "text_en": "Yes ma'am.",
      "text_native": "Yes ma'am."
    },
    {
      "ucid": "21112178972394891",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.38,
      "end_s": 10.1,
      "text_en": "Uh sir, I am calling from JSW One.",
      "text_native": "अ सर, I am calling from JSW One."
    },
    {
      "ucid": "21112178972394891",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.6,
      "end_s": 11.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178972394891",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.5,
      "end_s": 15.8,
      "text_en": "Yeah. Uh, your inquiry was registered, uh, here on our portal, regarding cement.",
      "text_native": "Yeah. अ आपका इन्क्वायरी रजिस्टर हुआ था अ इधर हमारे पोर्टल पे, सीमेंट के रिगार्डिंग।"
    },
    {
      "ucid": "21112178972394891",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.2,
      "end_s": 16.6,
      "text_en": "Yes.",
      "text_native": "हाओ।"
    },
    {
      "ucid": "21112178972394891",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.7,
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      "text_en": "Uh, I had put it for both our OPC and PPC.",
      "text_native": "अ ये अपना OPC का और PPC का दोनों का मैंने डाला था।"
    },
    {
      "ucid": "21112178972394891",
      "idx": 10,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 21.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178972394891",
      "idx": 11,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 24.3,
      "text_en": "Sir, you don't deal in MS metal, right?",
      "text_native": "ये सर आप MS मेटल में डील नहीं करते हो ना?"
    },
    {
      "ucid": "21112178972394891",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.8,
      "end_s": 26.0,
      "text_en": "No, nothing in metal.",
      "text_native": "नहीं, मेटल में नहीं कुछ।"
    },
    {
      "ucid": "21112178972394891",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.2,
      "end_s": 32.0,
      "text_en": "Okay. Okay. Sir, this inquiry, I will transfer it to the one who looks after the cement department. You will get a call from them then.",
      "text_native": "Okay. Okay. ये सर मैं इन्क्वायरी जो है ना, ये मैं ट्रांसफर करती हूं जो सीमेंट डिपार्टमेंट देखता है। उनसे कॉल आएगा फिर आपको।"
    },
    {
      "ucid": "21112178972394891",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.3,
      "end_s": 32.9,
      "text_en": "Okay ma'am.",
      "text_native": "ठीक है मैम।"
    },
    {
      "ucid": "21112178972394891",
      "idx": 15,
      "speaker": "agent",
      "start_s": 33.3,
      "end_s": 33.9,
      "text_en": "Okay. Okay.",
      "text_native": "Okay. Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178972394891",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh, your inquiry was registered, uh, here on our portal, regarding cement.",
      "comment": "Agent correctly acknowledged the customer's submission on the JSW One portal."
    },
    {
      "ucid": "21112178972394891",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only confirmed the product (cement) before realizing it was for a different department and did not validate other fields."
    },
    {
      "ucid": "21112178972394891",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the agent correctly identified the lead needed to be transferred to the cement team."
    },
    {
      "ucid": "21112178972394891",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a price or timeline, but correctly set the next step as a transfer to the appropriate department."
    },
    {
      "ucid": "21112178972394891",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, you don't deal in MS metal, right?",
      "comment": "Agent did not pitch any products and instead focused on qualifying the customer's need before transferring."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}