{
  "ucid": "21112178973356111",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 17:42:41",
  "end_time": "2026-09-18 17:43:25",
  "duration_sec": 44,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa96512b0016a367d7519c60dd4825e5b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1342,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973356111__DIAa96512b0016a367d7519c60dd4825e5b.mp3",
  "audio_bytes": 83160,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 27.72,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: [inaudible] Hello?   ([inaudible] हेलो?)\n[4s] AGENT: Hello?   (हेलो?)\n[5s] CUSTOMER: Hello, yes?   (हेलो, हां जी?)\n[5s] AGENT: Sir, greetings, this is Abdul speaking from JSW, sir.   (सर नमस्कार, अब्दुल बात कर रहा हूं सर JSW से।)\n[8s] CUSTOMER: From where?   (कहां से?)\n[8s] AGENT: JSW, I'm calling from JSW. I'm calling from the head office in Mumbai.   (JSW, JSW से बात कर रहा हूं। हेड ऑफिस मुंबई से बात कर रहा हूं मैं।)\n[11s] CUSTOMER: Yes, yes sir, tell me sir.   (हां जी हां जी सर, बोलिए सर।)\n[12s] AGENT: Sir, do you have any requirement for steel? I had called for that.   (सर जी, कुछ requirement है क्या आपको steel में? उसके लिए फोन किया था मैंने।)\n[16s] CUSTOMER: Uh, okay, I will tell you, sir, for now.   (अह, चलो मैं आपको बताता हूं सर अभी तो।)\n[18s] AGENT: Okay.   (ठीक है।)\n[19s] CUSTOMER: I'll talk.   (बात करता हूं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: Some background noise and a muffled conversation at the start of the recording.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 turns, clean transcript (9% 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": "Instead of asking for a requirement immediately, open with a supply or price hook to give the customer a reason to engage before you ask questions.",
  "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 and asked if the customer had a steel requirement. The customer was non-committal and ended the call, stating they would get back if needed. No specific needs, business details, or next steps were discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Sir, greetings, this is Abdul speaking from JSW, sir. ... CUSTOMER: Yes, yes sir, tell me sir.\", \"comment\": \"Agent identified himself and the customer gave explicit permission to proceed, though the agent did not use the customer's name or ask if it was a good time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook; he immediately asked for a requirement instead of leading with a price or availability benefit.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked before the customer deflected and ended the conversation.\"}, {\"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, do you have any requirement for steel?\", \"comment\": \"Agent successfully asked if a requirement existed, but the customer deflected before any details could be captured.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without the agent proposing or committing to a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Instead of asking for a requirement immediately, open with a supply or price hook to give the customer a reason to engage before you ask questions.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Uh, okay, I will tell you, sir, for now.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent introduced himself and asked if the customer had a steel requirement. The customer was non-committal and ended the call, stating they would get back if needed. No specific needs, business details, or next steps were discussed.\"}",
  "error": null,
  "latency_ms": 35053,
  "input_tokens": 2846,
  "output_tokens": 763,
  "created_at": "2026-09-25 11:53:28",
  "sentiment": "neutral",
  "sentiment_score": 0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.608,
  "agent_talk_sec": 7.9,
  "customer_talk_sec": 5.1,
  "dead_air_sec": 31.0,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 281.0,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 37,
  "words_customer": 21,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973356111",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.0,
      "end_s": 3.8,
      "text_en": "[inaudible] Hello?",
      "text_native": "[inaudible] हेलो?"
    },
    {
      "ucid": "21112178973356111",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 4.4,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178973356111",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.6,
      "end_s": 5.2,
      "text_en": "Hello, yes?",
      "text_native": "हेलो, हां जी?"
    },
    {
      "ucid": "21112178973356111",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.4,
      "end_s": 7.4,
      "text_en": "Sir, greetings, this is Abdul speaking from JSW, sir.",
      "text_native": "सर नमस्कार, अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178973356111",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.2,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178973356111",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.4,
      "end_s": 10.8,
      "text_en": "JSW, I'm calling from JSW. I'm calling from the head office in Mumbai.",
      "text_native": "JSW, JSW से बात कर रहा हूं। हेड ऑफिस मुंबई से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178973356111",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.9,
      "end_s": 12.2,
      "text_en": "Yes, yes sir, tell me sir.",
      "text_native": "हां जी हां जी सर, बोलिए सर।"
    },
    {
      "ucid": "21112178973356111",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 15.0,
      "text_en": "Sir, do you have any requirement for steel? I had called for that.",
      "text_native": "सर जी, कुछ requirement है क्या आपको steel में? उसके लिए फोन किया था मैंने।"
    },
    {
      "ucid": "21112178973356111",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 17.8,
      "text_en": "Uh, okay, I will tell you, sir, for now.",
      "text_native": "अह, चलो मैं आपको बताता हूं सर अभी तो।"
    },
    {
      "ucid": "21112178973356111",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.0,
      "end_s": 18.4,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178973356111",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 19.4,
      "text_en": "I'll talk.",
      "text_native": "बात करता हूं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178973356111",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: Sir, greetings, this is Abdul speaking from JSW, sir. ... CUSTOMER: Yes, yes sir, tell me sir.",
      "comment": "Agent identified himself and the customer gave explicit permission to proceed, though the agent did not use the customer's name or ask if it was a good time."
    },
    {
      "ucid": "21112178973356111",
      "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 hook; he immediately asked for a requirement instead of leading with a price or availability benefit."
    },
    {
      "ucid": "21112178973356111",
      "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 before the customer deflected and ended the conversation."
    },
    {
      "ucid": "21112178973356111",
      "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": "21112178973356111",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for steel?",
      "comment": "Agent successfully asked if a requirement existed, but the customer deflected before any details could be captured."
    },
    {
      "ucid": "21112178973356111",
      "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 without the agent proposing or committing to a specific next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178973356111",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Uh, okay, I will tell you, sir, for now.",
      "response": "Okay."
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}