{
  "ucid": "21112178973280661",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 17:30:06",
  "end_time": "2026-09-18 17:31:00",
  "duration_sec": 54,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAea12a3236aca95187f2b564790931985.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1349,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973280661__DIAea12a3236aca95187f2b564790931985.mp3",
  "audio_bytes": 99144,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 33.048,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello.   (हॅलो।)\n[3s] CUSTOMER: Yes?   (हां जी?)\n[3s] AGENT: Yes, hello sir, I am Gautam speaking from JSW One.   (जी नमस्कार सर, मैं गौतम बात कर रहा हूं JSW One से।)\n[7s] CUSTOMER: From where?   (कहां से?)\n[7s] AGENT: From JSW One, sir.   (JSW One से सर।)\n[10s] CUSTOMER: Okay.\n[10s] AGENT: Yes, your account had come up, sir. Was there any requirement for steel?   (जी, आपका अकाउंट आया था सर। कोई रिक्वायरमेंट थी क्या स्टील में?)\n[14s] CUSTOMER: Pardon?   (हां जी?)\n[14s] AGENT: Sir, was there any requirement for steel?   (सर स्टील में कोई रिक्वायरमेंट थी क्या?)\n[17s] CUSTOMER: Where... where are you speaking from?   (कहां बोल कहां से रहे हो आप?)\n[18s] AGENT: I am speaking from JSW One, from the Ghaziabad office.   (मैं JSW One से बात कर रहा हूं, गाजियाबाद ऑफिस से।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's line, but it does not significantly hinder transcription.",
  "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": "Your opening needs to be clearer and include asking for permission to speak; the customer was confused from the start and the call never recovered.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced himself from JSW One, but the customer was confused and repeatedly asked where the agent was calling from. The call ended after the agent clarified his location, before any business needs or requirements could be established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, leading to the customer repeatedly asking where the agent was from.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to asking about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, was there any requirement for steel?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly before any next step could be discussed or committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opening needs to be clearer and include asking for permission to speak; the customer was confused from the start and the call never recovered.\", \"segment_detected\": \"unknown\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent introduced himself from JSW One, but the customer was confused and repeatedly asked where the agent was calling from. The call ended after the agent clarified his location, before any business needs or requirements could be established.\"}",
  "error": null,
  "latency_ms": 26234,
  "input_tokens": 2833,
  "output_tokens": 650,
  "created_at": "2026-09-25 11:53:44",
  "sentiment": "neutral",
  "sentiment_score": 0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.764,
  "agent_talk_sec": 12.0,
  "customer_talk_sec": 3.7,
  "dead_air_sec": 38.3,
  "longest_monologue_sec": 2.9,
  "agent_wpm": 225.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 45,
  "words_customer": 12,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178973280661",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.83,
      "end_s": 1.33,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178973280661",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.83,
      "end_s": 2.23,
      "text_en": "Hello.",
      "text_native": "हॅलो।"
    },
    {
      "ucid": "21112178973280661",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.6,
      "end_s": 3.0,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178973280661",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.4,
      "end_s": 6.2,
      "text_en": "Yes, hello sir, I am Gautam speaking from JSW One.",
      "text_native": "जी नमस्कार सर, मैं गौतम बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178973280661",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 7.1,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178973280661",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.4,
      "end_s": 8.6,
      "text_en": "From JSW One, sir.",
      "text_native": "JSW One से सर।"
    },
    {
      "ucid": "21112178973280661",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.5,
      "end_s": 10.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178973280661",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.3,
      "end_s": 13.2,
      "text_en": "Yes, your account had come up, sir. Was there any requirement for steel?",
      "text_native": "जी, आपका अकाउंट आया था सर। कोई रिक्वायरमेंट थी क्या स्टील में?"
    },
    {
      "ucid": "21112178973280661",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.6,
      "end_s": 14.0,
      "text_en": "Pardon?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178973280661",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.3,
      "end_s": 16.1,
      "text_en": "Sir, was there any requirement for steel?",
      "text_native": "सर स्टील में कोई रिक्वायरमेंट थी क्या?"
    },
    {
      "ucid": "21112178973280661",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 18.2,
      "text_en": "Where... where are you speaking from?",
      "text_native": "कहां बोल कहां से रहे हो आप?"
    },
    {
      "ucid": "21112178973280661",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 21.4,
      "text_en": "I am speaking from JSW One, from the Ghaziabad office.",
      "text_native": "मैं JSW One से बात कर रहा हूं, गाजियाबाद ऑफिस से।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178973280661",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak, leading to the customer repeatedly asking where the agent was from."
    },
    {
      "ucid": "21112178973280661",
      "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 lead with a supply or price hook, instead jumping directly to asking about requirements."
    },
    {
      "ucid": "21112178973280661",
      "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 to understand the customer's business or needs."
    },
    {
      "ucid": "21112178973280661",
      "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 no discovery was conducted."
    },
    {
      "ucid": "21112178973280661",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, was there any requirement for steel?",
      "comment": "Agent successfully asked if a current requirement exists, which is the primary intent of this step."
    },
    {
      "ucid": "21112178973280661",
      "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 before any next step could be discussed or committed."
    }
  ],
  "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": []
}