{
  "ucid": "21112178973229341",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 17:21:33",
  "end_time": "2026-09-18 17:22:15",
  "duration_sec": 42,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9513edc8f952905f29948e5f63da2f2e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1355,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973229341__DIA9513edc8f952905f29948e5f63da2f2e.mp3",
  "audio_bytes": 95256,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 31.752,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[1s] AGENT: Hello.   (हॅलो.)\n[2s] AGENT: Hello, am I speaking with Accord Metal?   (हॅलो, Accord Metal से बात कर रहे हैं?)\n[3s] CUSTOMER: Yes, tell me.   (जी, बोलिए।)\n[4s] AGENT: I was calling from JSW One, hello.   (JSW One से बात कर रहा था, नमस्कार।)\n[6s] CUSTOMER: Hello sir.   (नमस्ते सर।)\n[7s] AGENT: Uh sir, do you have any requirement in steel right now? HR, CR, or anything?   (अह सर जी, अभी कोई requirement है steel में? HR, CR या कुछ?)\n[10s] CUSTOMER: No, no.   (नहीं, नहीं।)\n[10s] AGENT: And are you looking for anything right now? When might you have a requirement?   (और अभी कुछ देख रहे हैं? कब हो सकता है requirement?)\n[12s] CUSTOMER: No, it's closed right now. No, we ourselves are dealers in sales, so we take it from there itself.   (नहीं, अभी तो बंद पड़ा है। नहीं, हम तो खुद ही भाई dealer हैं sale में, तो हम तो वहीं से ले लेते हैं।)\n[17s] AGENT: Okay.   (अच्छा।)\n[17s] AGENT: Alright sir. Okay, alright.   (ठीक है सर। Okay, ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: The customer's speech is slightly faster and lower in volume than the agent's, but still clear.",
  "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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You skipped the supply-led hook and went straight to asking for a requirement, which is why the customer shut down the call immediately.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "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 contacted a lead who identified as a dealer, not a manufacturer. The agent skipped the hook and discovery steps, asking directly for a requirement. After the customer stated their business type, the agent accepted the disqualification and ended the call without setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent greeted and identified JSW One but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook entirely and went straight to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement in steel right now? HR, CR, or anything?\", \"comment\": \"The agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a simple acknowledgement and no committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the supply-led hook and went straight to asking for a requirement, which is why the customer shut down the call immediately.\", \"segment_detected\": \"trader\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"No, we ourselves are dealers in sales, so we take it from there itself.\", \"response\": \"Okay. Alright sir. Okay, alright.\"}], \"call_summary\": \"The agent contacted a lead who identified as a dealer, not a manufacturer. The agent skipped the hook and discovery steps, asking directly for a requirement. After the customer stated their business type, the agent accepted the disqualification and ended the call without setting a next step.\"}",
  "error": null,
  "latency_ms": 42559,
  "input_tokens": 2883,
  "output_tokens": 727,
  "created_at": "2026-09-25 11:54:12",
  "sentiment": "negative",
  "sentiment_score": -0.3,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.616,
  "agent_talk_sec": 9.8,
  "customer_talk_sec": 6.1,
  "dead_air_sec": 26.1,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 300.0,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 5,
  "discovery_qs": 5,
  "words_agent": 49,
  "words_customer": 27,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973229341",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.71,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178973229341",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.08,
      "end_s": 1.4,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178973229341",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.69,
      "end_s": 3.26,
      "text_en": "Hello, am I speaking with Accord Metal?",
      "text_native": "हॅलो, Accord Metal से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178973229341",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.49,
      "end_s": 3.99,
      "text_en": "Yes, tell me.",
      "text_native": "जी, बोलिए।"
    },
    {
      "ucid": "21112178973229341",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.19,
      "end_s": 5.86,
      "text_en": "I was calling from JSW One, hello.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178973229341",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.06,
      "end_s": 6.6,
      "text_en": "Hello sir.",
      "text_native": "नमस्ते सर।"
    },
    {
      "ucid": "21112178973229341",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.89,
      "end_s": 9.56,
      "text_en": "Uh sir, do you have any requirement in steel right now? HR, CR, or anything?",
      "text_native": "अह सर जी, अभी कोई requirement है steel में? HR, CR या कुछ?"
    },
    {
      "ucid": "21112178973229341",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.66,
      "end_s": 10.06,
      "text_en": "No, no.",
      "text_native": "नहीं, नहीं।"
    },
    {
      "ucid": "21112178973229341",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.16,
      "end_s": 12.26,
      "text_en": "And are you looking for anything right now? When might you have a requirement?",
      "text_native": "और अभी कुछ देख रहे हैं? कब हो सकता है requirement?"
    },
    {
      "ucid": "21112178973229341",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.36,
      "end_s": 16.56,
      "text_en": "No, it's closed right now. No, we ourselves are dealers in sales, so we take it from there itself.",
      "text_native": "नहीं, अभी तो बंद पड़ा है। नहीं, हम तो खुद ही भाई dealer हैं sale में, तो हम तो वहीं से ले लेते हैं।"
    },
    {
      "ucid": "21112178973229341",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.66,
      "end_s": 16.96,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178973229341",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.16,
      "end_s": 18.36,
      "text_en": "Alright sir. Okay, alright.",
      "text_native": "ठीक है सर। Okay, ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178973229341",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent greeted and identified JSW One but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178973229341",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent skipped the hook entirely and went straight to asking for a requirement."
    },
    {
      "ucid": "21112178973229341",
      "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 about the customer's business, volume, or suppliers."
    },
    {
      "ucid": "21112178973229341",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178973229341",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, do you have any requirement in steel right now? HR, CR, or anything?",
      "comment": "The agent successfully asked if a current requirement exists."
    },
    {
      "ucid": "21112178973229341",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a simple acknowledgement and no committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178973229341",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "No, we ourselves are dealers in sales, so we take it from there itself.",
      "response": "Okay. Alright sir. Okay, alright."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}