{
  "ucid": "34972178964448361",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 16:58:03",
  "end_time": "2026-09-17 16:58:56",
  "duration_sec": 53,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Call_back_later",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5570739efd54fd2fb7d990363fc381dd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1499,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964448361__DIA5570739efd54fd2fb7d990363fc381dd.mp3",
  "audio_bytes": 75168,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 25.056,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] UNKNOWN: Hello?\n[6s] AGENT: Hello.\n[7s] CUSTOMER: Hello.\n[7s] AGENT: Hello sir, am I speaking with Karaprasanna?   (Hello sir, naanu Karaprasanna avru jothe maathadtha idhina?)\n[9s] CUSTOMER: Yes ma'am.   (Haudu ma'am.)\n[10s] AGENT: Sir, I am calling from JSW.   (Sir, JSW inda call maadtidini.)\n[12s] CUSTOMER: Yes ma'am.   (Haudu ma'am.)\n[12s] AGENT: Is there any new inquiry for steel structural?   (Enadru hosa inquiry idiya steel structural du antha?)\n[15s] CUSTOMER: No ma'am, it will be required next month, in March.   (Illa ma'am, mundina tinglu keluvagthade ri, March alli.)\n[17s] AGENT: Okay sir, please contact.   (Aythu sir, contact maadi.)\n[19s] CUSTOMER: Okay, okay.\n[20s] AGENT: Okay sir, thank you.   (Aythu sir, thank you.)",
  "language": "Kannada",
  "languages": "[\"Kannada\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: There is some background conversation on the customer's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 turns, clean transcript (0% inaudible)",
  "band_language": "Kannada",
  "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": "You must follow the script structure; after introducing yourself, deliver a hook to build interest before asking if the customer has a requirement.",
  "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 themself and immediately asked for a requirement for 'steel structural'. The customer stated they would have a need next month in March. The agent ended the call by asking the customer to contact them back, without scheduling a follow-up or gathering any details about the future requirement.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello sir, am I speaking with Karaprasanna? ... Sir, I am calling from JSW.\", \"comment\": \"The agent identified themself and the customer but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Is there any new inquiry for steel structural?\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: No ma'am, it will be required next month, in March.\", \"comment\": \"The agent asked for a requirement but failed to capture any specific details (grade, size, qty) for the future need.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay sir, please contact.\", \"comment\": \"The agent did not secure a next step and put the responsibility on the customer to call back, which is not a committed action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the script structure; after introducing yourself, deliver a hook to build interest before asking if the customer has a requirement.\", \"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 themself and immediately asked for a requirement for 'steel structural'. The customer stated they would have a need next month in March. The agent ended the call by asking the customer to contact them back, without scheduling a follow-up or gathering any details about the future requirement.\"}",
  "error": null,
  "latency_ms": 21569,
  "input_tokens": 2832,
  "output_tokens": 728,
  "created_at": "2026-09-25 12:00:19",
  "sentiment": "positive",
  "sentiment_score": 0.24,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.625,
  "agent_talk_sec": 7.5,
  "customer_talk_sec": 4.5,
  "dead_air_sec": 41.0,
  "longest_monologue_sec": 2.0,
  "agent_wpm": 240.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 30,
  "words_customer": 17,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178964448361",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 5.07,
      "end_s": 5.5,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "34972178964448361",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.8,
      "end_s": 6.19,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178964448361",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 7.01,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178964448361",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.4,
      "end_s": 9.1,
      "text_en": "Hello sir, am I speaking with Karaprasanna?",
      "text_native": "Hello sir, naanu Karaprasanna avru jothe maathadtha idhina?"
    },
    {
      "ucid": "34972178964448361",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 9.9,
      "text_en": "Yes ma'am.",
      "text_native": "Haudu ma'am."
    },
    {
      "ucid": "34972178964448361",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.3,
      "end_s": 11.4,
      "text_en": "Sir, I am calling from JSW.",
      "text_native": "Sir, JSW inda call maadtidini."
    },
    {
      "ucid": "34972178964448361",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.7,
      "end_s": 12.2,
      "text_en": "Yes ma'am.",
      "text_native": "Haudu ma'am."
    },
    {
      "ucid": "34972178964448361",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 14.5,
      "text_en": "Is there any new inquiry for steel structural?",
      "text_native": "Enadru hosa inquiry idiya steel structural du antha?"
    },
    {
      "ucid": "34972178964448361",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.9,
      "end_s": 17.2,
      "text_en": "No ma'am, it will be required next month, in March.",
      "text_native": "Illa ma'am, mundina tinglu keluvagthade ri, March alli."
    },
    {
      "ucid": "34972178964448361",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.3,
      "end_s": 18.8,
      "text_en": "Okay sir, please contact.",
      "text_native": "Aythu sir, contact maadi."
    },
    {
      "ucid": "34972178964448361",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 19.5,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    },
    {
      "ucid": "34972178964448361",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 20.3,
      "text_en": "Okay sir, thank you.",
      "text_native": "Aythu sir, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "34972178964448361",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Hello sir, am I speaking with Karaprasanna? ... Sir, I am calling from JSW.",
      "comment": "The agent identified themself and the customer but failed to ask for permission to speak."
    },
    {
      "ucid": "34972178964448361",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Is there any new inquiry for steel structural?",
      "comment": "The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "34972178964448361",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the required discovery questions."
    },
    {
      "ucid": "34972178964448361",
      "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 conducted, and no USPs were pitched."
    },
    {
      "ucid": "34972178964448361",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: No ma'am, it will be required next month, in March.",
      "comment": "The agent asked for a requirement but failed to capture any specific details (grade, size, qty) for the future need."
    },
    {
      "ucid": "34972178964448361",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Okay sir, please contact.",
      "comment": "The agent did not secure a next step and put the responsibility on the customer to call back, which is not a committed action."
    }
  ],
  "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": []
}