{
  "ucid": "21112178973066671",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 16:54:26",
  "end_time": "2026-09-18 16:55:27",
  "duration_sec": 61,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1b06bc45fe9b1edd82706da517aa1edf.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1367,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973066671__DIA1b06bc45fe9b1edd82706da517aa1edf.mp3",
  "audio_bytes": 98712,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 32.904,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello   (हेलो)\n[1s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Is this Anil ji speaking?   (अनिल जी बात कर रहे हैं?)\n[3s] CUSTOMER: Yes, tell me.   (हां जी बोलिए।)\n[4s] AGENT: I was calling from JSW One, hello.   (JSW One से बात कर रहा था, नमस्कार।)\n[6s] CUSTOMER: Yes.   (हां जी।)\n[7s] AGENT: Sir, do you have any requirement right now? Your account was registered under the name Anil Kumar Gupta.   (सर जी कोई अभी requirement है? अनिल कुमार गुप्ता करके आपका account registered था।)\n[11s] CUSTOMER: No, not right now.   (नहीं अभी तो नहीं है कोई।)\n[12s] AGENT: Okay, can you tell me when it might be? I will make a follow-up call then.   (अच्छा कब हो सकता है बता सकते हैं? मैं तब एक बार कर लूंगा follow up call।)\n[15s] CUSTOMER: We are government contractors, if we get a contract, then a requirement will come.   (हम government contractor हैं, contract कोई मिलेगा तो requirement आएगी।)\n[18s] AGENT: Okay, I'll send my card.   (ठीक है, मैं card भेज के रखता हूं।)\n[20s] CUSTOMER: Yes.   (हां जी।)\n[21s] AGENT: Okay.\n[22s] UNKNOWN: Just 2mm? Above? 16?   (बस 2mm का? ऊपर? 16?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "noisy: Significant call center background noise on the agent's side, including other conversations.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they have no current need, use that as an opportunity to ask discovery questions about their business (e.g., 'What kind of materials do you typically use in your contracts?') to prepare for a more valuable future conversation.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "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": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced themself and immediately asked for a requirement, skipping the hook and discovery phases. The customer identified as a government contractor and stated they have no current need, as requirements are project-based. The agent ended the call by offering to send their card, without establishing a firm follow-up date.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is this Anil ji speaking? ... I was calling from JSW One, hello.\", \"comment\": \"Agent successfully introduced themself and the company, and used the customer's name, gaining implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions to understand the customer's business or potential needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement right now?\", \"comment\": \"Agent correctly asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I'll send my card.\", \"comment\": \"Agent did not secure a specific callback date, ending with a passive, non-committal action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current need, use that as an opportunity to ask discovery questions about their business (e.g., 'What kind of materials do you typically use in your contracts?') to prepare for a more valuable future conversation.\", \"segment_detected\": \"construction\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent introduced themself and immediately asked for a requirement, skipping the hook and discovery phases. The customer identified as a government contractor and stated they have no current need, as requirements are project-based. The agent ended the call by offering to send their card, without establishing a firm follow-up date.\"}",
  "error": null,
  "latency_ms": 36290,
  "input_tokens": 2910,
  "output_tokens": 722,
  "created_at": "2026-09-25 11:54:42",
  "sentiment": "negative",
  "sentiment_score": -0.22,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.657,
  "agent_talk_sec": 11.7,
  "customer_talk_sec": 6.1,
  "dead_air_sec": 43.2,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 276.9,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 6,
  "discovery_qs": 3,
  "words_agent": 54,
  "words_customer": 24,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973066671",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.5,
      "end_s": 0.9,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178973066671",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.2,
      "end_s": 1.6,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178973066671",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 2.7,
      "text_en": "Is this Anil ji speaking?",
      "text_native": "अनिल जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178973066671",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 3.5,
      "text_en": "Yes, tell me.",
      "text_native": "हां जी बोलिए।"
    },
    {
      "ucid": "21112178973066671",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.7,
      "end_s": 5.5,
      "text_en": "I was calling from JSW One, hello.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178973066671",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.9,
      "end_s": 6.3,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178973066671",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 10.3,
      "text_en": "Sir, do you have any requirement right now? Your account was registered under the name Anil Kumar Gupta.",
      "text_native": "सर जी कोई अभी requirement है? अनिल कुमार गुप्ता करके आपका account registered था।"
    },
    {
      "ucid": "21112178973066671",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.6,
      "end_s": 11.7,
      "text_en": "No, not right now.",
      "text_native": "नहीं अभी तो नहीं है कोई।"
    },
    {
      "ucid": "21112178973066671",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 15.0,
      "text_en": "Okay, can you tell me when it might be? I will make a follow-up call then.",
      "text_native": "अच्छा कब हो सकता है बता सकते हैं? मैं तब एक बार कर लूंगा follow up call।"
    },
    {
      "ucid": "21112178973066671",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.1,
      "end_s": 18.3,
      "text_en": "We are government contractors, if we get a contract, then a requirement will come.",
      "text_native": "हम government contractor हैं, contract कोई मिलेगा तो requirement आएगी।"
    },
    {
      "ucid": "21112178973066671",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 20.0,
      "text_en": "Okay, I'll send my card.",
      "text_native": "ठीक है, मैं card भेज के रखता हूं।"
    },
    {
      "ucid": "21112178973066671",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 20.7,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178973066671",
      "idx": 12,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 21.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178973066671",
      "idx": 13,
      "speaker": "unknown",
      "start_s": 21.8,
      "end_s": 24.0,
      "text_en": "Just 2mm? Above? 16?",
      "text_native": "बस 2mm का? ऊपर? 16?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178973066671",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is this Anil ji speaking? ... I was calling from JSW One, hello.",
      "comment": "Agent successfully introduced themself and the company, and used the customer's name, gaining implicit permission to proceed."
    },
    {
      "ucid": "21112178973066671",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178973066671",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions to understand the customer's business or potential needs."
    },
    {
      "ucid": "21112178973066671",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and consequently no relevant USPs were pitched."
    },
    {
      "ucid": "21112178973066671",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement right now?",
      "comment": "Agent correctly asked if the customer had a current requirement."
    },
    {
      "ucid": "21112178973066671",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I'll send my card.",
      "comment": "Agent did not secure a specific callback date, ending with a passive, non-committal action."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}