{
  "ucid": "34972178963620861",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 14:40:08",
  "end_time": "2026-09-17 14:41:13",
  "duration_sec": 65,
  "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/DIA1e124d5ffdc0f55568bc48d4f951ae16.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1573,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963620861__DIA1e124d5ffdc0f55568bc48d4f951ae16.mp3",
  "audio_bytes": 151632,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 50.544,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello.\n[5s] CUSTOMER: Yes.   (हां जी।)\n[6s] AGENT: Am I speaking with Shikhar International?   (शिखर इंटरनेशनल से बात कर रहे है?)\n[8s] CUSTOMER: Yes, tell me.   (हां जी, बताइए।)\n[9s] AGENT: Uh, this is Rohit Mishra calling from JSW One, from Mumbai.   (अह रोहित मिश्रा बात कर रहा था JSW One से, from Mumbai.)\n[13s] CUSTOMER: Yes sir, tell me.   (हां जी सर, बताइए।)\n[14s] AGENT: Do you have any requirement in MS right now?   (MS में कुछ requirement है क्या आपकी अभी?)\n[16s] CUSTOMER: Hello?\n[17s] AGENT: Do you have any requirement in MS right now?   (MS में कुछ requirement है क्या अभी भी?)\n[19s] CUSTOMER: In MS... one... have we spoken before?   (MS में... एक... आपसे पहले बात हुई थी क्या हमारी?)\n[22s] AGENT: Right, right, right. We have spoken before, right.   (Right, right, right. पहले भी बात हुई है हमारी, right.)\n[25s] CUSTOMER: Yes.   (हां।)\n[26s] CUSTOMER: Let me ask once, sir. You just share it on WhatsApp, okay? I'll discuss it with my team once, if there is a requirement, they will call you back, okay?   (मैं एक बार सर पूछ लेती हूं। एक बार आप WhatsApp पे hi share कर दीजिए, ठीक है? मैं एक बार अपनी team से discuss कर लेती हूं, अगर requirement होगी तो वो call back कर लेंगे आपको, ठीक है?)\n[33s] AGENT: Sure, sure. Your name is Neha, right?   (Sure, sure. आपका नाम नेहा है, right?)\n[35s] CUSTOMER: Yes.\n[36s] AGENT: Okay, fine. I'll send it.   (Okay, ठीक है। मैं भेजता हूं।)\n[38s] CUSTOMER: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter, especially on the agent's side, which occasionally makes the speech slightly difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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": "When a customer asks you to just send details and says they will call back, you must try to secure a specific time for you to follow up with them.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a previous lead and asked for a current requirement. The customer deflected, asking for details to be sent via WhatsApp for internal review. The agent agreed without probing further or setting a specific follow-up call, ending the interaction.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and went directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer deflected the call early.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage, so no USPs were shared.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in MS right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the first part of qualification.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent agreed to send details on WhatsApp without securing a specific follow-up time or committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks you to just send details and says they will call back, you must try to secure a specific time for you to follow up with them.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"You just share it on WhatsApp, okay? I'll discuss it with my team once, if there is a requirement, they will call you back, okay?\", \"response\": \"Sure, sure. Your name is Neha, right?... Okay, fine. I'll send it.\"}], \"call_summary\": \"The agent contacted a previous lead and asked for a current requirement. The customer deflected, asking for details to be sent via WhatsApp for internal review. The agent agreed without probing further or setting a specific follow-up call, ending the interaction.\"}",
  "error": null,
  "latency_ms": 41984,
  "input_tokens": 3017,
  "output_tokens": 763,
  "created_at": "2026-09-25 12:03:41",
  "sentiment": "positive",
  "sentiment_score": 0.508,
  "sentiment_confidence": "high",
  "pos": 11,
  "neg": 0,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.511,
  "agent_talk_sec": 14.4,
  "customer_talk_sec": 13.8,
  "dead_air_sec": 36.8,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 233.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 9,
  "discovery_qs": 4,
  "words_agent": 56,
  "words_customer": 49,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178963620861",
      "idx": 0,
      "speaker": "agent",
      "start_s": 4.57,
      "end_s": 5.01,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178963620861",
      "idx": 1,
      "speaker": "customer",
      "start_s": 5.21,
      "end_s": 5.57,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "34972178963620861",
      "idx": 2,
      "speaker": "agent",
      "start_s": 5.81,
      "end_s": 7.58,
      "text_en": "Am I speaking with Shikhar International?",
      "text_native": "शिखर इंटरनेशनल से बात कर रहे है?"
    },
    {
      "ucid": "34972178963620861",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.81,
      "end_s": 8.55,
      "text_en": "Yes, tell me.",
      "text_native": "हां जी, बताइए।"
    },
    {
      "ucid": "34972178963620861",
      "idx": 4,
      "speaker": "agent",
      "start_s": 9.19,
      "end_s": 12.26,
      "text_en": "Uh, this is Rohit Mishra calling from JSW One, from Mumbai.",
      "text_native": "अह रोहित मिश्रा बात कर रहा था JSW One से, from Mumbai."
    },
    {
      "ucid": "34972178963620861",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.53,
      "end_s": 13.5,
      "text_en": "Yes sir, tell me.",
      "text_native": "हां जी सर, बताइए।"
    },
    {
      "ucid": "34972178963620861",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.99,
      "end_s": 16.09,
      "text_en": "Do you have any requirement in MS right now?",
      "text_native": "MS में कुछ requirement है क्या आपकी अभी?"
    },
    {
      "ucid": "34972178963620861",
      "idx": 7,
      "speaker": "customer",
      "start_s": 16.49,
      "end_s": 16.95,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "34972178963620861",
      "idx": 8,
      "speaker": "agent",
      "start_s": 17.19,
      "end_s": 18.89,
      "text_en": "Do you have any requirement in MS right now?",
      "text_native": "MS में कुछ requirement है क्या अभी भी?"
    },
    {
      "ucid": "34972178963620861",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.25,
      "end_s": 22.07,
      "text_en": "In MS... one... have we spoken before?",
      "text_native": "MS में... एक... आपसे पहले बात हुई थी क्या हमारी?"
    },
    {
      "ucid": "34972178963620861",
      "idx": 10,
      "speaker": "agent",
      "start_s": 22.23,
      "end_s": 24.59,
      "text_en": "Right, right, right. We have spoken before, right.",
      "text_native": "Right, right, right. पहले भी बात हुई है हमारी, right."
    },
    {
      "ucid": "34972178963620861",
      "idx": 11,
      "speaker": "customer",
      "start_s": 25.03,
      "end_s": 25.39,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "34972178963620861",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 33.1,
      "text_en": "Let me ask once, sir. You just share it on WhatsApp, okay? I'll discuss it with my team once, if there is a requirement, they will call you back, okay?",
      "text_native": "मैं एक बार सर पूछ लेती हूं। एक बार आप WhatsApp पे hi share कर दीजिए, ठीक है? मैं एक बार अपनी team से discuss कर लेती हूं, अगर requirement होगी तो वो call back कर लेंगे आपको, ठीक है?"
    },
    {
      "ucid": "34972178963620861",
      "idx": 13,
      "speaker": "agent",
      "start_s": 33.2,
      "end_s": 34.89,
      "text_en": "Sure, sure. Your name is Neha, right?",
      "text_native": "Sure, sure. आपका नाम नेहा है, right?"
    },
    {
      "ucid": "34972178963620861",
      "idx": 14,
      "speaker": "customer",
      "start_s": 35.03,
      "end_s": 35.51,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "34972178963620861",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.77,
      "end_s": 37.09,
      "text_en": "Okay, fine. I'll send it.",
      "text_native": "Okay, ठीक है। मैं भेजता हूं।"
    },
    {
      "ucid": "34972178963620861",
      "idx": 16,
      "speaker": "customer",
      "start_s": 37.53,
      "end_s": 38.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "34972178963620861",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified himself and the company but failed to ask for permission to speak."
    },
    {
      "ucid": "34972178963620861",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent skipped the hook and went directly to asking for a requirement."
    },
    {
      "ucid": "34972178963620861",
      "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 as the customer deflected the call early."
    },
    {
      "ucid": "34972178963620861",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage, so no USPs were shared."
    },
    {
      "ucid": "34972178963620861",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement in MS right now?",
      "comment": "The agent successfully asked if a current requirement exists, which is the first part of qualification."
    },
    {
      "ucid": "34972178963620861",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent agreed to send details on WhatsApp without securing a specific follow-up time or committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "34972178963620861",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "You just share it on WhatsApp, okay? I'll discuss it with my team once, if there is a requirement, they will call you back, okay?",
      "response": "Sure, sure. Your name is Neha, right?... Okay, fine. I'll send it."
    }
  ],
  "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": []
}