{
  "ucid": "21112178973027341",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 16:47:53",
  "end_time": "2026-09-18 16:48:34",
  "duration_sec": 41,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3240965cfb32484d8735276b71ed0e00.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1372,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973027341__DIA3240965cfb32484d8735276b71ed0e00.mp3",
  "audio_bytes": 80136,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 26.712,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello Mprex Energy?\n[3s] CUSTOMER: Yes.   (हाँजी।)\n[4s] AGENT: Sir, hello, I am Aditya Pandey calling from JSW.   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।)\n[7s] CUSTOMER: From where?   (कहाँ से?)\n[8s] AGENT: From JSW, sir. JSW Steel Works.   (JSW से सर। JSW Steel Works.)\n[10s] CUSTOMER: Sir, I am a bit occupied right now, please, and right now there is no requirement. We don't have any requirement for coil as such.   (सर मैं ना थोड़ा ऑक्युपाइड हूँ अभी प्लीज़ और अभी अभी कोई रिक्वायरमेंट नहीं है। हमारी ना मतलब ऐसे कॉइल की कोई रिक्वायरमेंट नहीं है ऐज़ सच।)\n[18s] AGENT: Okay sir.\n[19s] CUSTOMER: Yes, yes, yes.   (हाँजी हाँजी हाँजी।)\n[20s] AGENT: Thank you.\n[21s] CUSTOMER: Okay, okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present, likely from a call center, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they are busy, acknowledge it and immediately ask for a better time to call back to secure a future opportunity.",
  "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 introduced themself and JSW. The customer immediately stated they were occupied and had no current requirement for coil. The agent accepted the rejection and ended the call without attempting to schedule a follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello Mprex Energy? ... Sir, hello, I am Aditya Pandey calling from JSW.\", \"comment\": \"Agent successfully greeted, used the customer's name, and identified themself and JSW.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer ended the conversation early.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask about a current requirement; the customer volunteered they had none.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not propose a next step, such as a specific callback time, after the customer said they were busy.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, acknowledge it and immediately ask for a better time to call back to secure a future opportunity.\", \"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 introduced themself and JSW. The customer immediately stated they were occupied and had no current requirement for coil. The agent accepted the rejection and ended the call without attempting to schedule a follow-up.\"}",
  "error": null,
  "latency_ms": 31040,
  "input_tokens": 2801,
  "output_tokens": 655,
  "created_at": "2026-09-25 11:54:50",
  "sentiment": "neutral",
  "sentiment_score": -0.066,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 10,
  "lex_hits": 9,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.408,
  "agent_talk_sec": 6.9,
  "customer_talk_sec": 10.0,
  "dead_air_sec": 24.1,
  "longest_monologue_sec": 2.6,
  "agent_wpm": 191.3,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 22,
  "words_customer": 34,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973027341",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.57,
      "end_s": 0.97,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178973027341",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 2.86,
      "text_en": "Hello Mprex Energy?",
      "text_native": "Hello Mprex Energy?"
    },
    {
      "ucid": "21112178973027341",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.2,
      "end_s": 3.56,
      "text_en": "Yes.",
      "text_native": "हाँजी।"
    },
    {
      "ucid": "21112178973027341",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.88,
      "end_s": 6.5,
      "text_en": "Sir, hello, I am Aditya Pandey calling from JSW.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से।"
    },
    {
      "ucid": "21112178973027341",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.82,
      "end_s": 7.24,
      "text_en": "From where?",
      "text_native": "कहाँ से?"
    },
    {
      "ucid": "21112178973027341",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.54,
      "end_s": 9.56,
      "text_en": "From JSW, sir. JSW Steel Works.",
      "text_native": "JSW से सर। JSW Steel Works."
    },
    {
      "ucid": "21112178973027341",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 17.08,
      "text_en": "Sir, I am a bit occupied right now, please, and right now there is no requirement. We don't have any requirement for coil as such.",
      "text_native": "सर मैं ना थोड़ा ऑक्युपाइड हूँ अभी प्लीज़ और अभी अभी कोई रिक्वायरमेंट नहीं है। हमारी ना मतलब ऐसे कॉइल की कोई रिक्वायरमेंट नहीं है ऐज़ सच।"
    },
    {
      "ucid": "21112178973027341",
      "idx": 7,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 18.3,
      "text_en": "Okay sir.",
      "text_native": "Okay sir."
    },
    {
      "ucid": "21112178973027341",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.54,
      "end_s": 19.24,
      "text_en": "Yes, yes, yes.",
      "text_native": "हाँजी हाँजी हाँजी।"
    },
    {
      "ucid": "21112178973027341",
      "idx": 9,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 20.5,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    },
    {
      "ucid": "21112178973027341",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.8,
      "end_s": 21.8,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178973027341",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Hello Mprex Energy? ... Sir, hello, I am Aditya Pandey calling from JSW.",
      "comment": "Agent successfully greeted, used the customer's name, and identified themself and JSW."
    },
    {
      "ucid": "21112178973027341",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was terminated by the customer before the agent could deliver the hook."
    },
    {
      "ucid": "21112178973027341",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the customer ended the conversation early."
    },
    {
      "ucid": "21112178973027341",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage."
    },
    {
      "ucid": "21112178973027341",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask about a current requirement; the customer volunteered they had none."
    },
    {
      "ucid": "21112178973027341",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not propose a next step, such as a specific callback time, after the customer said they were busy."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}