{
  "ucid": "21112178973244491",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 17:24:04",
  "end_time": "2026-09-18 17:26:23",
  "duration_sec": 139,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2d36173d788340ca9b3f82d29604601e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1353,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973244491__DIA2d36173d788340ca9b3f82d29604601e.mp3",
  "audio_bytes": 380808,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 126.936,
  "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: Yes, speak.   (हां बोलिए।)\n[3s] AGENT: Poonam Steel Traders?   (पूनम स्टील ट्रेडर्स?)\n[4s] CUSTOMER: Yes, I am speaking. Speak.   (हां बोल रहा हूं। बोलिए।)\n[5s] AGENT: Sir, Anukriti speaking from JSW One.   (सर, अनुकृति बात कर रही हूं JSW One से।)\n[7s] CUSTOMER: Yes, speak.   (जी बोलिए।)\n[8s] AGENT: Uh, I wanted to know if there is any requirement, sir, in CR?   (अ कोई रिक्वायरमेंट है क्या जानना था सर CR में?)\n[11s] CUSTOMER: Requirement was in CR coil. Hmm, in 3 feet, in 900 mm.   (रिक्वायरमेंट जैसे CR coil में था। हम्म, तीन फीट में, 900 mm में।)\n[14s] AGENT: In 3 feet, in 900 mm.   (तीन फीट में 900 mm में।)\n[16s] CUSTOMER: Yes, 900 mm in .60 and in .80.   (हां, 900 mm का अपना .60 में और .80 में।)\n[20s] AGENT: .6 and .8.   (.6 और .8.)\n[20s] CUSTOMER: Yes, .6 and .80.   (हां, .6 और .80.)\n[22s] AGENT: In coil.   (Coil में।)\n[23s] AGENT: For 900 mm, sir, I'll check. Mostly 900 mm is not in stock. Our standard is 1250.   (900 mm का सर चेक करती हूं मैं। मोस्टली स्टॉक में नहीं रहता है 900 mm। हमारा जो स्टैंडर्ड है वो 1250 है।)\n[27s] CUSTOMER: Oh, okay.   (अच्छा, ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. noisy: There is significant background noise and chatter on the customer's side, which sometimes makes it hard to hear them clearly.",
  "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": "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 opening permission and value hook, jumping straight to asking for a requirement, which misses the chance to build rapport and establish value.",
  "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": "available",
  "quality_flags_total": 1,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer required 900mm width CR coil, but agent stated this is not a standard stock item and the standard is 1250mm.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a steel trader to check for requirements. The customer specified a need for CR coil in 900mm width. The agent correctly identified that this is a non-standard width and not in stock, after which the call concluded without a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, Anukriti speaking from JSW One. Uh, I wanted to know if there is any requirement, sir, in CR?\", \"comment\": \"The agent identified herself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a value hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent immediately tried to qualify a requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call ended after the stock check.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, I wanted to know if there is any requirement, sir, in CR?\", \"comment\": \"The agent successfully asked for a requirement and captured the specific details (width, thickness) provided by the customer.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the agent stated the material was not in stock; no next step was proposed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening permission and value hook, jumping straight to asking for a requirement, which misses the chance to build rapport and establish value.\", \"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\": \"available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer required 900mm width CR coil, but agent stated this is not a standard stock item and the standard is 1250mm.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a steel trader to check for requirements. The customer specified a need for CR coil in 900mm width. The agent correctly identified that this is a non-standard width and not in stock, after which the call concluded without a next step.\"}",
  "error": null,
  "latency_ms": 27208,
  "input_tokens": 3037,
  "output_tokens": 741,
  "created_at": "2026-09-25 11:53:55",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.523,
  "agent_talk_sec": 12.7,
  "customer_talk_sec": 11.6,
  "dead_air_sec": 114.7,
  "longest_monologue_sec": 4.5,
  "agent_wpm": 240.9,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 51,
  "words_customer": 36,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973244491",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.9,
      "end_s": 1.5,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178973244491",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 1.9,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178973244491",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.0,
      "end_s": 2.5,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178973244491",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 4.0,
      "text_en": "Poonam Steel Traders?",
      "text_native": "पूनम स्टील ट्रेडर्स?"
    },
    {
      "ucid": "21112178973244491",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.8,
      "text_en": "Yes, I am speaking. Speak.",
      "text_native": "हां बोल रहा हूं। बोलिए।"
    },
    {
      "ucid": "21112178973244491",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 6.8,
      "text_en": "Sir, Anukriti speaking from JSW One.",
      "text_native": "सर, अनुकृति बात कर रही हूं JSW One से।"
    },
    {
      "ucid": "21112178973244491",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.9,
      "end_s": 7.8,
      "text_en": "Yes, speak.",
      "text_native": "जी बोलिए।"
    },
    {
      "ucid": "21112178973244491",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 10.8,
      "text_en": "Uh, I wanted to know if there is any requirement, sir, in CR?",
      "text_native": "अ कोई रिक्वायरमेंट है क्या जानना था सर CR में?"
    },
    {
      "ucid": "21112178973244491",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 14.5,
      "text_en": "Requirement was in CR coil. Hmm, in 3 feet, in 900 mm.",
      "text_native": "रिक्वायरमेंट जैसे CR coil में था। हम्म, तीन फीट में, 900 mm में।"
    },
    {
      "ucid": "21112178973244491",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.5,
      "end_s": 15.8,
      "text_en": "In 3 feet, in 900 mm.",
      "text_native": "तीन फीट में 900 mm में।"
    },
    {
      "ucid": "21112178973244491",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 18.5,
      "text_en": "Yes, 900 mm in .60 and in .80.",
      "text_native": "हां, 900 mm का अपना .60 में और .80 में।"
    },
    {
      "ucid": "21112178973244491",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 20.5,
      "text_en": ".6 and .8.",
      "text_native": ".6 और .8."
    },
    {
      "ucid": "21112178973244491",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 22.0,
      "text_en": "Yes, .6 and .80.",
      "text_native": "हां, .6 और .80."
    },
    {
      "ucid": "21112178973244491",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 22.5,
      "text_en": "In coil.",
      "text_native": "Coil में।"
    },
    {
      "ucid": "21112178973244491",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 26.8,
      "text_en": "For 900 mm, sir, I'll check. Mostly 900 mm is not in stock. Our standard is 1250.",
      "text_native": "900 mm का सर चेक करती हूं मैं। मोस्टली स्टॉक में नहीं रहता है 900 mm। हमारा जो स्टैंडर्ड है वो 1250 है।"
    },
    {
      "ucid": "21112178973244491",
      "idx": 15,
      "speaker": "customer",
      "start_s": 26.9,
      "end_s": 27.8,
      "text_en": "Oh, okay.",
      "text_native": "अच्छा, ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178973244491",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, Anukriti speaking from JSW One. Uh, I wanted to know if there is any requirement, sir, in CR?",
      "comment": "The agent identified herself and the company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178973244491",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not deliver a value hook, instead jumping directly to asking for requirements."
    },
    {
      "ucid": "21112178973244491",
      "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; the agent immediately tried to qualify a requirement."
    },
    {
      "ucid": "21112178973244491",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as the call ended after the stock check."
    },
    {
      "ucid": "21112178973244491",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh, I wanted to know if there is any requirement, sir, in CR?",
      "comment": "The agent successfully asked for a requirement and captured the specific details (width, thickness) provided by the customer."
    },
    {
      "ucid": "21112178973244491",
      "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 abruptly after the agent stated the material was not in stock; no next step was proposed."
    }
  ],
  "objections": [],
  "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": []
}