{
  "ucid": "34972178971438041",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 12:23:00",
  "end_time": "2026-09-18 12:24:14",
  "duration_sec": 74,
  "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/DIA6044ec8b164e7c9edfc24dba3066082b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1421,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178971438041__DIA6044ec8b164e7c9edfc24dba3066082b.mp3",
  "audio_bytes": 153360,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 51.12,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[4s] CUSTOMER: Hello?   (हॅलो?)\n[5s] AGENT: Sir, I am speaking from JSW One.   (सर JSW One से बात कर रहा हूं मैं।)\n[7s] CUSTOMER: Huh?   (हां?)\n[7s] AGENT: I am speaking from JSW One MSME. Am I speaking with Dinesh sir?   (JSW One MSME से बात कर रहा हूं। दिनेश सर से बात हो रही है?)\n[10s] CUSTOMER: What happened?   (क्या हुआ?)\n[11s] AGENT: I am calling from Jindal Steel, sir. Do you need anything in steel? HR etc.?   (Jindal Steel से बात कर रहा हूं सर। कुछ चाहिए steel में? HR वगेरा?)\n[14s] CUSTOMER: What all do you have? Do you have HR? Do you have CR?   (आपका क्या क्या है? HR मिलता है CR मिलता है?)\n[17s] AGENT: I have both HR and CR, sir.   (मेरे पास HR CR दोनों मिलता है सर अपने को।)\n[18s] CUSTOMER: What is the price of CR now?   (CR का क्या भाव है अभी?)\n[20s] AGENT: CR is going for 74 right now, sir.   (CR चल रहा है सर अभी 74.)\n[21s] CUSTOMER: Huh?   (हां?)\n[22s] AGENT: 74. Seventy-four.   (74. चौहत्तर।)\n[23s] CUSTOMER: 74. And for HR?   (74. और HR का?)\n[24s] AGENT: HR is going for 64.   (HR चल रहा है 64.)\n[26s] CUSTOMER: 65?\n[27s] AGENT: Hmm.   (हम्म।)\n[28s] CUSTOMER: I'll see now. Right now there is no requirement.   (अभी देखता हूं मैं। अभी तो रिक्वायरमेंट नहीं है।)\n[30s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise on the customer's side, possibly a workshop or factory, which makes some words slightly unclear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": "Dhruv, you must follow the pitch structure to control the conversation; you missed the hook and all discovery, which allowed the customer to end the call without you learning anything about their business.",
  "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 introduced JSW One and asked about steel needs. The customer took control of the call, asking if HR and CR were available and their current prices. After the agent provided the prices, the customer stated they had no immediate requirement, and the call ended.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified the company and used the customer's name, but did not greet the customer or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook, instead asking a generic question: \\\"Do you need anything in steel?\\\"\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions; the customer was the one asking questions about products and price.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only provided raw prices when asked.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent accepted the customer's statement of \\\"no requirement\\\" without attempting to qualify for future needs, typical volume, or other business details.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the customer stated no requirement; no next step was proposed or agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Dhruv, you must follow the pitch structure to control the conversation; you missed the hook and all discovery, which allowed the customer to end the call without you learning anything about their business.\", \"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\": [], \"call_summary\": \"The agent introduced JSW One and asked about steel needs. The customer took control of the call, asking if HR and CR were available and their current prices. After the agent provided the prices, the customer stated they had no immediate requirement, and the call ended.\"}",
  "error": null,
  "latency_ms": 27745,
  "input_tokens": 3017,
  "output_tokens": 696,
  "created_at": "2026-09-25 11:57:07",
  "sentiment": "negative",
  "sentiment_score": -0.55,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 6,
  "lex_hits": 1,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.614,
  "agent_talk_sec": 12.4,
  "customer_talk_sec": 7.8,
  "dead_air_sec": 53.8,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 290.3,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 3,
  "words_agent": 60,
  "words_customer": 39,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178971438041",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 4.6,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.84,
      "end_s": 6.34,
      "text_en": "Sir, I am speaking from JSW One.",
      "text_native": "सर JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "34972178971438041",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.56,
      "end_s": 6.84,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 9.5,
      "text_en": "I am speaking from JSW One MSME. Am I speaking with Dinesh sir?",
      "text_native": "JSW One MSME से बात कर रहा हूं। दिनेश सर से बात हो रही है?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 10.83,
      "text_en": "What happened?",
      "text_native": "क्या हुआ?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 5,
      "speaker": "agent",
      "start_s": 11.14,
      "end_s": 13.84,
      "text_en": "I am calling from Jindal Steel, sir. Do you need anything in steel? HR etc.?",
      "text_native": "Jindal Steel से बात कर रहा हूं सर। कुछ चाहिए steel में? HR वगेरा?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 16.3,
      "text_en": "What all do you have? Do you have HR? Do you have CR?",
      "text_native": "आपका क्या क्या है? HR मिलता है CR मिलता है?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.52,
      "end_s": 18.04,
      "text_en": "I have both HR and CR, sir.",
      "text_native": "मेरे पास HR CR दोनों मिलता है सर अपने को।"
    },
    {
      "ucid": "34972178971438041",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.36,
      "end_s": 19.5,
      "text_en": "What is the price of CR now?",
      "text_native": "CR का क्या भाव है अभी?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.72,
      "end_s": 21.2,
      "text_en": "CR is going for 74 right now, sir.",
      "text_native": "CR चल रहा है सर अभी 74."
    },
    {
      "ucid": "34972178971438041",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.42,
      "end_s": 21.7,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.94,
      "end_s": 22.9,
      "text_en": "74. Seventy-four.",
      "text_native": "74. चौहत्तर।"
    },
    {
      "ucid": "34972178971438041",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 24.2,
      "text_en": "74. And for HR?",
      "text_native": "74. और HR का?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 25.5,
      "text_en": "HR is going for 64.",
      "text_native": "HR चल रहा है 64."
    },
    {
      "ucid": "34972178971438041",
      "idx": 14,
      "speaker": "customer",
      "start_s": 25.9,
      "end_s": 26.4,
      "text_en": "65?",
      "text_native": "65?"
    },
    {
      "ucid": "34972178971438041",
      "idx": 15,
      "speaker": "agent",
      "start_s": 26.8,
      "end_s": 27.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "34972178971438041",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.8,
      "end_s": 29.5,
      "text_en": "I'll see now. Right now there is no requirement.",
      "text_native": "अभी देखता हूं मैं। अभी तो रिक्वायरमेंट नहीं है।"
    },
    {
      "ucid": "34972178971438041",
      "idx": 17,
      "speaker": "agent",
      "start_s": 29.8,
      "end_s": 30.2,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "34972178971438041",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified the company and used the customer's name, but did not greet the customer or ask for permission to speak."
    },
    {
      "ucid": "34972178971438041",
      "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 provide a hook, instead asking a generic question: \"Do you need anything in steel?\""
    },
    {
      "ucid": "34972178971438041",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions; the customer was the one asking questions about products and price."
    },
    {
      "ucid": "34972178971438041",
      "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; the agent only provided raw prices when asked."
    },
    {
      "ucid": "34972178971438041",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent accepted the customer's statement of \"no requirement\" without attempting to qualify for future needs, typical volume, or other business details."
    },
    {
      "ucid": "34972178971438041",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly after the customer stated no requirement; 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": [
    "rejection"
  ]
}