{
  "ucid": "34972178971340351",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 12:06:43",
  "end_time": "2026-09-18 12:07:55",
  "duration_sec": 72,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAde37dd763f6111fad9283d6c1a82ff3c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1424,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178971340351__DIAde37dd763f6111fad9283d6c1a82ff3c.mp3",
  "audio_bytes": 164808,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 54.936,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello.   (हॅलो.)\n[2s] CUSTOMER: Hello.   (हॅलो.)\n[3s] AGENT: Hello.   (हॅलो.)\n[4s] CUSTOMER: Hello.   (हॅलो.)\n[4s] AGENT: I am speaking from JSW One.   (JSW One से बात कर रहा हूं मैं।)\n[6s] CUSTOMER: Tell me, sir.   (बोलिए सर जी।)\n[7s] AGENT: Uh sir, is there any requirement for sheet metal etc.?   (अह सर, कुछ रिक्वायरमेंट है शीट मेटल वगेरा में?)\n[10s] CUSTOMER: Not right now. I myself haven't had work for two months.   (अभी तो नहीं है फिलहाल। मेरे पास ही दो दिन में दो महीने से काम नहीं है।)\n[12s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[13s] CUSTOMER: If there is, I will let you know. Okay?   (रहेगा तो बताऊंगा आपको। ठीक है?)\n[15s] AGENT: Okay sir. Okay sir.   (ठीक है सर। ठीक है सर।)\n[16s] CUSTOMER: Should I save this number? What is your name?   (ये नंबर सेव करूं? आपका नाम क्या है?)\n[17s] AGENT: Dhruv.   (ध्रुव।)\n[18s] CUSTOMER: Hey, how many of you are there? People change every two-three months, whose number should I save?   (अरे, कितने आपके क्या है दो-दो तीन-तीन महीने में आदमी चेंज होते हैं, किसके नंबर चेंज अह सेव करके रखेंगे?)\n[23s] AGENT: Sir, you save this very number. Meaning, whoever changes, they will have this same number. This is the company's centralized number.   (सर यही नंबर आप सेव करके रखिए। मतलब जो भी चेंज होगा ना, उसके पास यही नंबर रहेगा। ये कंपनी का सेंट्रलाइज्ड नंबर है।)\n[27s] CUSTOMER: No, I have saved a number before this as well. I don't know, you don't have my number now. I get calls two-three times, I got many calls this year from different people.   (नहीं, मैंने सेव किया है इसके पहले भी नंबर एक। पता नहीं आपको ये नंबर नहीं है मेरा अभी। मेरे को दो-तीन बार आते हैं, बहुत बार आए थे ये साल में फोन अलग-अलग लोगों से।)\n[33s] AGENT: Okay.   (अच्छा।)\n[34s] AGENT: No no sir, ours is...   (नहीं नहीं सर, हमारा तो...)\n[36s] CUSTOMER: Okay.   (ठीक है।)\n[36s] AGENT: Okay sir.   (ठीक है सर।)\n[37s] CUSTOMER: Okay.   (ठीक है।)\n[38s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side, but it does not impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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": "You must follow the script structure: open with permission, create interest with a hook, and only then move to discovery, as asking for a requirement upfront often leads to an immediate shutdown.",
  "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 opened the call and immediately asked if the customer had a requirement for sheet metal. The customer stated they have had no work for two months and thus have no current need. The customer then complained about the high turnover of sales reps, and the agent correctly explained that the number is centralized. The call ended without any discovery or a committed next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am speaking from JSW One. Uh sir, is there any requirement for sheet metal etc.?\", \"comment\": \"The agent identified JSW One but did not use the customer's name or ask for permission to speak before jumping into the call's purpose.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement for sheet metal etc.?\", \"comment\": \"The agent did not provide a supply or price hook to generate interest, instead opening directly with a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer shut down the call immediately, and the agent did not attempt to ask any discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Not right now. I myself haven't had work for two months. AGENT: Okay, okay.\", \"comment\": \"Although the agent asked about a requirement, he did not attempt to qualify for future needs (grade, qty, etc.) after the customer said 'not right now'.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: If there is, I will let you know. Okay? AGENT: Okay sir. Okay sir.\", \"comment\": \"The agent accepted a vague, customer-led follow-up instead of proposing a specific callback date or other committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the script structure: open with permission, create interest with a hook, and only then move to discovery, as asking for a requirement upfront often leads to an immediate shutdown.\", \"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 opened the call and immediately asked if the customer had a requirement for sheet metal. The customer stated they have had no work for two months and thus have no current need. The customer then complained about the high turnover of sales reps, and the agent correctly explained that the number is centralized. The call ended without any discovery or a committed next step.\"}",
  "error": null,
  "latency_ms": 29803,
  "input_tokens": 3215,
  "output_tokens": 806,
  "created_at": "2026-09-25 11:57:11",
  "sentiment": "negative",
  "sentiment_score": -0.29,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 6,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.436,
  "agent_talk_sec": 14.7,
  "customer_talk_sec": 19.0,
  "dead_air_sec": 38.3,
  "longest_monologue_sec": 4.4,
  "agent_wpm": 224.5,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 11,
  "discovery_qs": 1,
  "words_agent": 55,
  "words_customer": 89,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178971340351",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.42,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "34972178971340351",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.67,
      "end_s": 2.14,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "34972178971340351",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.37,
      "end_s": 2.8,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "34972178971340351",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.07,
      "end_s": 3.52,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "34972178971340351",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.77,
      "end_s": 4.2,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "34972178971340351",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.3,
      "end_s": 5.8,
      "text_en": "I am speaking from JSW One.",
      "text_native": "JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.26,
      "end_s": 6.88,
      "text_en": "Tell me, sir.",
      "text_native": "बोलिए सर जी।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.29,
      "end_s": 9.5,
      "text_en": "Uh sir, is there any requirement for sheet metal etc.?",
      "text_native": "अह सर, कुछ रिक्वायरमेंट है शीट मेटल वगेरा में?"
    },
    {
      "ucid": "34972178971340351",
      "idx": 8,
      "speaker": "customer",
      "start_s": 9.7,
      "end_s": 12.24,
      "text_en": "Not right now. I myself haven't had work for two months.",
      "text_native": "अभी तो नहीं है फिलहाल। मेरे पास ही दो दिन में दो महीने से काम नहीं है।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.4,
      "end_s": 12.94,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 14.5,
      "text_en": "If there is, I will let you know. Okay?",
      "text_native": "रहेगा तो बताऊंगा आपको। ठीक है?"
    },
    {
      "ucid": "34972178971340351",
      "idx": 11,
      "speaker": "agent",
      "start_s": 14.6,
      "end_s": 15.44,
      "text_en": "Okay sir. Okay sir.",
      "text_native": "ठीक है सर। ठीक है सर।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 12,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 17.0,
      "text_en": "Should I save this number? What is your name?",
      "text_native": "ये नंबर सेव करूं? आपका नाम क्या है?"
    },
    {
      "ucid": "34972178971340351",
      "idx": 13,
      "speaker": "agent",
      "start_s": 17.2,
      "end_s": 17.7,
      "text_en": "Dhruv.",
      "text_native": "ध्रुव।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 14,
      "speaker": "customer",
      "start_s": 18.0,
      "end_s": 22.5,
      "text_en": "Hey, how many of you are there? People change every two-three months, whose number should I save?",
      "text_native": "अरे, कितने आपके क्या है दो-दो तीन-तीन महीने में आदमी चेंज होते हैं, किसके नंबर चेंज अह सेव करके रखेंगे?"
    },
    {
      "ucid": "34972178971340351",
      "idx": 15,
      "speaker": "agent",
      "start_s": 22.6,
      "end_s": 27.0,
      "text_en": "Sir, you save this very number. Meaning, whoever changes, they will have this same number. This is the company's centralized number.",
      "text_native": "सर यही नंबर आप सेव करके रखिए। मतलब जो भी चेंज होगा ना, उसके पास यही नंबर रहेगा। ये कंपनी का सेंट्रलाइज्ड नंबर है।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.4,
      "end_s": 33.0,
      "text_en": "No, I have saved a number before this as well. I don't know, you don't have my number now. I get calls two-three times, I got many calls this year from different people.",
      "text_native": "नहीं, मैंने सेव किया है इसके पहले भी नंबर एक। पता नहीं आपको ये नंबर नहीं है मेरा अभी। मेरे को दो-तीन बार आते हैं, बहुत बार आए थे ये साल में फोन अलग-अलग लोगों से।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 17,
      "speaker": "agent",
      "start_s": 33.2,
      "end_s": 33.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 18,
      "speaker": "agent",
      "start_s": 33.9,
      "end_s": 35.5,
      "text_en": "No no sir, ours is...",
      "text_native": "नहीं नहीं सर, हमारा तो..."
    },
    {
      "ucid": "34972178971340351",
      "idx": 19,
      "speaker": "customer",
      "start_s": 35.6,
      "end_s": 36.0,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 20,
      "speaker": "agent",
      "start_s": 36.1,
      "end_s": 37.0,
      "text_en": "Okay sir.",
      "text_native": "ठीक है सर।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 21,
      "speaker": "customer",
      "start_s": 37.1,
      "end_s": 38.0,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "34972178971340351",
      "idx": 22,
      "speaker": "agent",
      "start_s": 38.1,
      "end_s": 39.0,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "34972178971340351",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I am speaking from JSW One. Uh sir, is there any requirement for sheet metal etc.?",
      "comment": "The agent identified JSW One but did not use the customer's name or ask for permission to speak before jumping into the call's purpose."
    },
    {
      "ucid": "34972178971340351",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement for sheet metal etc.?",
      "comment": "The agent did not provide a supply or price hook to generate interest, instead opening directly with a qualification question."
    },
    {
      "ucid": "34972178971340351",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer shut down the call immediately, and the agent did not attempt to ask any discovery questions."
    },
    {
      "ucid": "34972178971340351",
      "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 as no discovery was conducted."
    },
    {
      "ucid": "34972178971340351",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Not right now. I myself haven't had work for two months. AGENT: Okay, okay.",
      "comment": "Although the agent asked about a requirement, he did not attempt to qualify for future needs (grade, qty, etc.) after the customer said 'not right now'."
    },
    {
      "ucid": "34972178971340351",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: If there is, I will let you know. Okay? AGENT: Okay sir. Okay sir.",
      "comment": "The agent accepted a vague, customer-led follow-up instead of proposing a specific callback date or other committed next step."
    }
  ],
  "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": []
}