{
  "ucid": "34972178962694811",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 12:05:48",
  "end_time": "2026-09-17 12:06:45",
  "duration_sec": 57,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA22c7296cdd52bda50805f6e72734c9c1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1619,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178962694811__DIA22c7296cdd52bda50805f6e72734c9c1.mp3",
  "audio_bytes": 122688,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 40.896,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[3s] CUSTOMER: Hello?   (हेलो?)\n[4s] AGENT: Hello?   (हेलो?)\n[5s] CUSTOMER: Hello?   (हेलो?)\n[6s] CUSTOMER: Yes sir.   (हां जी सर।)\n[7s] AGENT: Sir, greetings, this is Abdul speaking from JSW.   (सर जी नमस्कार, अब्दुल बात कर रहा हूं सर JSW से।)\n[10s] CUSTOMER: Yes Abdul, tell me.   (हां अब्दुल जी बोलो।)\n[11s] AGENT: Sir, do you have any requirement for steel, in HR, CR? I had called for that.   (सर जी कुछ requirement है क्या सर steel में HR CR में उसके लिए phone किया था।)\n[14s] CUSTOMER: For HR?   (HR का?)\n[15s] AGENT: Do you have any requirement for material, sir? I had called for that.   (कुछ requirement है क्या सर material का आपको? उसके लिए phone किया था।)\n[18s] CUSTOMER: Not HR, I had put it for Galvalume, man.   (HR नहीं Galvalume के लिए मैंने डाला था यार।)\n[20s] AGENT: What?   (क्या?)\n[21s] CUSTOMER: Galvalume, I had put it for Galvalume.   (Galvalume, Galvalume के लिए डाला था मैं।)\n[22s] AGENT: Okay okay, right now sir, there is no stock of GL material in GL. Okay sir.   (अच्छा अच्छा, अभी तो सर GL का stock है ही नहीं material अभी GL में। ठीक है सर।)\n[26s] CUSTOMER: Yes. I had put it for Galvalume. What about HR   (हां जी। Galvalume के लिए डाला था। HR का क्या)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the agent's side but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer's required material is out of stock, don't end the call; instead, use it as a chance to discover their business needs (tonnage, application) to create a future opportunity.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "out_of_stock",
  "supply_details": "right now sir, there is no stock of GL material in GL.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent opened by asking for HR/CR requirements. The customer corrected them, stating their need was for Galvalume (GL). The agent immediately stated GL was out of stock and the call ended without exploring alternatives or setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for steel, in HR, CR? I had called for that.\", \"comment\": \"The agent did not ask if it was a good time to talk, failing to get permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead jumping directly 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, application, or volume.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Not HR, I had put it for Galvalume, man.\", \"comment\": \"Although the agent asked if a requirement existed, they failed to capture any details (qty, spec, location) once the customer specified the material.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay okay, right now sir, there is no stock of GL material in GL. Okay sir.\", \"comment\": \"The call was terminated after stating the material was out of stock; no next step was proposed or agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's required material is out of stock, don't end the call; instead, use it as a chance to discover their business needs (tonnage, application) to create a future opportunity.\", \"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\": \"available\", \"supply_flag\": \"out_of_stock\", \"supply_details\": \"right now sir, there is no stock of GL material in GL.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent opened by asking for HR/CR requirements. The customer corrected them, stating their need was for Galvalume (GL). The agent immediately stated GL was out of stock and the call ended without exploring alternatives or setting a next step.\"}",
  "error": null,
  "latency_ms": 26804,
  "input_tokens": 2962,
  "output_tokens": 756,
  "created_at": "2026-09-25 12:05:18",
  "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": 0.563,
  "agent_talk_sec": 11.2,
  "customer_talk_sec": 8.7,
  "dead_air_sec": 37.1,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 294.6,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 9,
  "discovery_qs": 4,
  "words_agent": 55,
  "words_customer": 37,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178962694811",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.48,
      "end_s": 1.08,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178962694811",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.81,
      "end_s": 3.27,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178962694811",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.4,
      "end_s": 4.83,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178962694811",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.1,
      "end_s": 5.51,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178962694811",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.57,
      "text_en": "Yes sir.",
      "text_native": "हां जी सर।"
    },
    {
      "ucid": "34972178962694811",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.98,
      "end_s": 9.2,
      "text_en": "Sir, greetings, this is Abdul speaking from JSW.",
      "text_native": "सर जी नमस्कार, अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "34972178962694811",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.7,
      "end_s": 10.7,
      "text_en": "Yes Abdul, tell me.",
      "text_native": "हां अब्दुल जी बोलो।"
    },
    {
      "ucid": "34972178962694811",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 13.8,
      "text_en": "Sir, do you have any requirement for steel, in HR, CR? I had called for that.",
      "text_native": "सर जी कुछ requirement है क्या सर steel में HR CR में उसके लिए phone किया था।"
    },
    {
      "ucid": "34972178962694811",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 15.0,
      "text_en": "For HR?",
      "text_native": "HR का?"
    },
    {
      "ucid": "34972178962694811",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.4,
      "end_s": 17.6,
      "text_en": "Do you have any requirement for material, sir? I had called for that.",
      "text_native": "कुछ requirement है क्या सर material का आपको? उसके लिए phone किया था।"
    },
    {
      "ucid": "34972178962694811",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.9,
      "end_s": 19.7,
      "text_en": "Not HR, I had put it for Galvalume, man.",
      "text_native": "HR नहीं Galvalume के लिए मैंने डाला था यार।"
    },
    {
      "ucid": "34972178962694811",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 20.3,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "34972178962694811",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.6,
      "end_s": 22.1,
      "text_en": "Galvalume, I had put it for Galvalume.",
      "text_native": "Galvalume, Galvalume के लिए डाला था मैं।"
    },
    {
      "ucid": "34972178962694811",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 25.4,
      "text_en": "Okay okay, right now sir, there is no stock of GL material in GL. Okay sir.",
      "text_native": "अच्छा अच्छा, अभी तो सर GL का stock है ही नहीं material अभी GL में। ठीक है सर।"
    },
    {
      "ucid": "34972178962694811",
      "idx": 14,
      "speaker": "customer",
      "start_s": 25.9,
      "end_s": 27.8,
      "text_en": "Yes. I had put it for Galvalume. What about HR",
      "text_native": "हां जी। Galvalume के लिए डाला था। HR का क्या"
    }
  ],
  "steps": [
    {
      "ucid": "34972178962694811",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for steel, in HR, CR? I had called for that.",
      "comment": "The agent did not ask if it was a good time to talk, failing to get permission."
    },
    {
      "ucid": "34972178962694811",
      "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 lead with a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "34972178962694811",
      "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, application, or volume."
    },
    {
      "ucid": "34972178962694811",
      "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": "34972178962694811",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Not HR, I had put it for Galvalume, man.",
      "comment": "Although the agent asked if a requirement existed, they failed to capture any details (qty, spec, location) once the customer specified the material."
    },
    {
      "ucid": "34972178962694811",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay okay, right now sir, there is no stock of GL material in GL. Okay sir.",
      "comment": "The call was terminated after stating the material was out of stock; no next step was proposed or agreed upon."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}