{
  "ucid": "34972178963611382",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 14:38:33",
  "end_time": "2026-09-17 14:39:31",
  "duration_sec": 58,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA13dc2f488ab057c2d97db2664f91b859.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1574,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963611382__DIA13dc2f488ab057c2d97db2664f91b859.mp3",
  "audio_bytes": 88560,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 29.52,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: [inaudible]\n[2s] CUSTOMER: Hello?\n[3s] AGENT: Yes Vikas ji, hello.   (हां विकास जी, नमस्ते।)\n[4s] CUSTOMER: Hello, tell me.   (नमस्ते, बताइए।)\n[5s] AGENT: Am I speaking with someone from Pragati Infrastructure?   (ये प्रगति इंफ्रास्ट्रक्चर से बात कर रहे क्या?)\n[7s] CUSTOMER: Yes, yes.   (हां जी, हां जी।)\n[7s] AGENT: Do you have any requirement for PPGL? I, my name is Rohit Mishra, I am calling from JSW, sir.   (आपका कुछ PPGL में रिक्वायरमेंट रहता है क्या? मैं, मेरा नाम रोहित मिश्रा है, JSW से बात कर रहा हूं मैं सर।)\n[12s] CUSTOMER: Okay, we definitely have requirements for PPGL.   (अच्छा, PPGL में बिलकुल रहता है।)\n[14s] AGENT: Okay.   (अच्छा।)\n[14s] CUSTOMER: Right now, you do one thing, either you call me around five o'clock, I have just come to the site.   (अभी आप एक काम करो या तो ना आप मेरेको पांच बजे के अराउंड फोन करो, अभी मैं साइट पे आया हुआ हूं मैं।)\n[17s] AGENT: Okay, okay.   (ठीक है, ठीक है।)\n[18s] CUSTOMER: Alright?   (है ना?)\n[18s] AGENT: Okay.\n[18s] CUSTOMER: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter throughout the call, especially at the beginning.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 turns, clean transcript (7% 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "Your hook needs to be stronger; instead of just asking if they need a product, lead with a benefit like price or immediate availability to create more interest.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead from Pragati Infrastructure to inquire about PPGL requirements. The customer, Vikas, confirmed they have a need for the material but was busy at a worksite. He requested a callback at 5 PM, which the agent agreed to, and the call concluded.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes Vikas ji, hello... my name is Rohit Mishra, I am calling from JSW, sir.\", \"comment\": \"Agent greeted, used the customer's name, and identified himself and JSW. He correctly handled the customer's immediate request for a callback without pushing.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for PPGL?\", \"comment\": \"This is a direct product question, not a benefit-led hook about price or availability as required by the supply-led pitch.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer confirmed a general requirement exists, but the agent did not capture any specific details (grade, qty, etc.) before the call ended.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: call me around five o'clock... AGENT: Okay, okay.\", \"comment\": \"Agent successfully secured a specific callback time, establishing a clear next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your hook needs to be stronger; instead of just asking if they need a product, lead with a benefit like price or immediate availability to create more interest.\", \"segment_detected\": \"construction\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead from Pragati Infrastructure to inquire about PPGL requirements. The customer, Vikas, confirmed they have a need for the material but was busy at a worksite. He requested a callback at 5 PM, which the agent agreed to, and the call concluded.\"}",
  "error": null,
  "latency_ms": 23812,
  "input_tokens": 2889,
  "output_tokens": 731,
  "created_at": "2026-09-25 12:03:27",
  "sentiment": "positive",
  "sentiment_score": 0.382,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.487,
  "agent_talk_sec": 7.3,
  "customer_talk_sec": 7.7,
  "dead_air_sec": 43.0,
  "longest_monologue_sec": 3.9,
  "agent_wpm": 287.7,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 7,
  "discovery_qs": 2,
  "words_agent": 35,
  "words_customer": 35,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178963611382",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.21,
      "end_s": 2.01,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    },
    {
      "ucid": "34972178963611382",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.01,
      "end_s": 2.81,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "34972178963611382",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.26,
      "end_s": 4.28,
      "text_en": "Yes Vikas ji, hello.",
      "text_native": "हां विकास जी, नमस्ते।"
    },
    {
      "ucid": "34972178963611382",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.4,
      "end_s": 4.89,
      "text_en": "Hello, tell me.",
      "text_native": "नमस्ते, बताइए।"
    },
    {
      "ucid": "34972178963611382",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.98,
      "end_s": 6.48,
      "text_en": "Am I speaking with someone from Pragati Infrastructure?",
      "text_native": "ये प्रगति इंफ्रास्ट्रक्चर से बात कर रहे क्या?"
    },
    {
      "ucid": "34972178963611382",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.51,
      "end_s": 7.21,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    },
    {
      "ucid": "34972178963611382",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.21,
      "end_s": 11.09,
      "text_en": "Do you have any requirement for PPGL? I, my name is Rohit Mishra, I am calling from JSW, sir.",
      "text_native": "आपका कुछ PPGL में रिक्वायरमेंट रहता है क्या? मैं, मेरा नाम रोहित मिश्रा है, JSW से बात कर रहा हूं मैं सर।"
    },
    {
      "ucid": "34972178963611382",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.5,
      "end_s": 13.5,
      "text_en": "Okay, we definitely have requirements for PPGL.",
      "text_native": "अच्छा, PPGL में बिलकुल रहता है।"
    },
    {
      "ucid": "34972178963611382",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 14.1,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "34972178963611382",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 17.2,
      "text_en": "Right now, you do one thing, either you call me around five o'clock, I have just come to the site.",
      "text_native": "अभी आप एक काम करो या तो ना आप मेरेको पांच बजे के अराउंड फोन करो, अभी मैं साइट पे आया हुआ हूं मैं।"
    },
    {
      "ucid": "34972178963611382",
      "idx": 10,
      "speaker": "agent",
      "start_s": 17.2,
      "end_s": 17.5,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "34972178963611382",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 17.8,
      "text_en": "Alright?",
      "text_native": "है ना?"
    },
    {
      "ucid": "34972178963611382",
      "idx": 12,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 18.1,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "34972178963611382",
      "idx": 13,
      "speaker": "customer",
      "start_s": 18.1,
      "end_s": 18.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "34972178963611382",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Yes Vikas ji, hello... my name is Rohit Mishra, I am calling from JSW, sir.",
      "comment": "Agent greeted, used the customer's name, and identified himself and JSW. He correctly handled the customer's immediate request for a callback without pushing."
    },
    {
      "ucid": "34972178963611382",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for PPGL?",
      "comment": "This is a direct product question, not a benefit-led hook about price or availability as required by the supply-led pitch."
    },
    {
      "ucid": "34972178963611382",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "34972178963611382",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was done, so no USPs were pitched."
    },
    {
      "ucid": "34972178963611382",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer confirmed a general requirement exists, but the agent did not capture any specific details (grade, qty, etc.) before the call ended."
    },
    {
      "ucid": "34972178963611382",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: call me around five o'clock... AGENT: Okay, okay.",
      "comment": "Agent successfully secured a specific callback time, establishing a clear next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}