{
  "ucid": "21112178832721481",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 11:03:34",
  "end_time": "2026-09-02 11:04:58",
  "duration_sec": 84,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9f0efb82b6c25dcd9dd313b34f9739ee.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1301,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178832721481__DIA9f0efb82b6c25dcd9dd313b34f9739ee.mp3",
  "audio_bytes": 204120,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 68.04,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[3s] CUSTOMER: Yes?   (हां जी?)\n[4s] AGENT: Uh good morning sir. Am I speaking with Jalram from uh NG Tech?   (अह गुड मॉर्निंग सर। जलराम अह एन जी टेक से बात कर रहे हैं?)\n[6s] CUSTOMER: Speak.   (बोलिए।)\n[6s] AGENT: This is Abdul speaking, sir, from JSW.   (अब्दुल बात कर रहा हूं सर मैं जेएसडब्ल्यू से।)\n[8s] CUSTOMER: Speak.   (बोलिए।)\n[9s] AGENT: Sir, you had placed an inquiry on the JSW platform for HR.   (आपने सर जेएसडब्ल्यू के प्लेटफार्म पर से इन्क्वायरी डाला था आपने एचआर का।)\n[11s] CUSTOMER: Yes, give me the price for that now, some quotation for it.   (हां उसमें अभी प्राइस दीजिए ना कोटेशन कुछ उसका।)\n[13s] AGENT: Take the quotation. The rate is 62. Let me know when it's final.   (कोटेशन ले लीजिए ना। 62 का रेट चल रहा है। जब फाइनल हो तो बताइएगा।)\n[16s] CUSTOMER: How much is it?   (कितना है?)\n[16s] AGENT: 62, 62. That was yesterday's rate. Not today's, yesterday's rate was 62.   (62, 62। कल का रेट था। आज का नहीं, कल का रेट था 62।)\n[19s] CUSTOMER: It has increased that much?   (इतना बढ़ गया है?)\n[20s] AGENT: The rates for raw materials are increasing in the market right now. In this coming month, the rate is going to go up by another two rupees.   (ऐसे रॉ मटेरियल के रेट बढ़ रहे हैं ना अभी मार्केट में। अभी आने वाला इस मंथ में दो रुपए और ऊपर जाने वाला है रेट।)\n[24s] AGENT: The rate for iron ore has increased, understood sir?   (आयरन ओर का रेट बढ़ गया है, समझे सर?)\n[26s] CUSTOMER: Okay.   (ओके।)\n[27s] AGENT: Hmm, so now your HR will increase by two rupees and coated by three rupees this month.   (हम्म, तो अभी आपका एचआर में दो रुपए एंड कोटेड में तीन रुपए बढ़ने वाला है इस मंथ में।)\n[30s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[31s] AGENT: So if you are planning a purchase, doing it a little sooner will be better for you, sir, okay?   (तो थोड़ा अगर परचेस प्लान कर रहा हूं, थोड़ा जल्दी कर लेंगे तो आपके लिए बेटर होगा सर, ठीक है?)\n[34s] CUSTOMER: Okay.   (ठीक है।)\n[34s] CUSTOMER: I have an inquiry in the drawing stage, I'll give it in a day or two. For the drawing.   (मैं थोड़ा ड्राइंग में है इन्क्वायरी, एक-दो दिन में मैं देता हूं मैं। ड्राइंग के लिए।)\n[37s] AGENT: No, no problem. Remember the rate of 62, okay sir?   (नहीं कोई नहीं। 62 का रेट याद रखिएगा, ठीक है सर?)\n[39s] CUSTOMER: Okay.   (ठीक है।)\n[40s] AGENT: Okay okay sir.   (ओके ओके सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 24,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the agent's side, but it does not impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "24 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "When a customer asks for a price immediately, you must first re-validate their full requirement (product, size, quantity, location) before quoting, otherwise the price you give is meaningless.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 customer, responding to a platform inquiry for HR material, immediately requested a price. The agent quoted a rate of 62, justifying it with rising market prices. The customer deferred the purchase, stating the requirement was still in the 'drawing stage' and would be finalized in a day or two. The agent failed to validate the requirement's specifics (size, quantity) or perform any discovery before ending the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had placed an inquiry on the JSW platform for HR.\", \"comment\": \"The agent correctly referenced the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt to revalidate any of the required fields like size, quantity, or location before giving a price.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, application, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Take the quotation. The rate is 62.\", \"comment\": \"The agent provided a specific price and attempted to create urgency for an immediate decision.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had placed an inquiry on the JSW platform for HR.\", \"comment\": \"The agent correctly focused only on the customer's stated requirement and did not pitch other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a price immediately, you must first re-validate their full requirement (product, size, quantity, location) before quoting, otherwise the price you give is meaningless.\", \"segment_detected\": \"manufacturing\", \"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\": \"price\", \"state\": \"handled\", \"evidence\": \"It has increased that much?\", \"response\": \"The rates for raw materials are increasing in the market right now. In this coming month, the rate is going to go up by another two rupees.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I have an inquiry in the drawing stage, I'll give it in a day or two.\", \"response\": \"No, no problem. Remember the rate of 62, okay sir?\"}], \"call_summary\": \"The customer, responding to a platform inquiry for HR material, immediately requested a price. The agent quoted a rate of 62, justifying it with rising market prices. The customer deferred the purchase, stating the requirement was still in the 'drawing stage' and would be finalized in a day or two. The agent failed to validate the requirement's specifics (size, quantity) or perform any discovery before ending the call.\"}",
  "error": null,
  "latency_ms": 35711,
  "input_tokens": 3401,
  "output_tokens": 842,
  "created_at": "2026-09-25 11:51:31",
  "sentiment": "positive",
  "sentiment_score": 0.318,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.741,
  "agent_talk_sec": 25.4,
  "customer_talk_sec": 8.9,
  "dead_air_sec": 49.7,
  "longest_monologue_sec": 5.6,
  "agent_wpm": 337.8,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 12,
  "discovery_qs": 4,
  "words_agent": 143,
  "words_customer": 49,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178832721481",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.97,
      "end_s": 1.33,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178832721481",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.13,
      "end_s": 2.47,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178832721481",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 3.22,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178832721481",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.5,
      "end_s": 5.5,
      "text_en": "Uh good morning sir. Am I speaking with Jalram from uh NG Tech?",
      "text_native": "अह गुड मॉर्निंग सर। जलराम अह एन जी टेक से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178832721481",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.16,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.4,
      "end_s": 8.0,
      "text_en": "This is Abdul speaking, sir, from JSW.",
      "text_native": "अब्दुल बात कर रहा हूं सर मैं जेएसडब्ल्यू से।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.26,
      "end_s": 8.62,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.82,
      "end_s": 10.98,
      "text_en": "Sir, you had placed an inquiry on the JSW platform for HR.",
      "text_native": "आपने सर जेएसडब्ल्यू के प्लेटफार्म पर से इन्क्वायरी डाला था आपने एचआर का।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.14,
      "end_s": 13.18,
      "text_en": "Yes, give me the price for that now, some quotation for it.",
      "text_native": "हां उसमें अभी प्राइस दीजिए ना कोटेशन कुछ उसका।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.26,
      "end_s": 15.5,
      "text_en": "Take the quotation. The rate is 62. Let me know when it's final.",
      "text_native": "कोटेशन ले लीजिए ना। 62 का रेट चल रहा है। जब फाइनल हो तो बताइएगा।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.58,
      "end_s": 16.0,
      "text_en": "How much is it?",
      "text_native": "कितना है?"
    },
    {
      "ucid": "21112178832721481",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.08,
      "end_s": 18.7,
      "text_en": "62, 62. That was yesterday's rate. Not today's, yesterday's rate was 62.",
      "text_native": "62, 62। कल का रेट था। आज का नहीं, कल का रेट था 62।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.86,
      "end_s": 19.66,
      "text_en": "It has increased that much?",
      "text_native": "इतना बढ़ गया है?"
    },
    {
      "ucid": "21112178832721481",
      "idx": 13,
      "speaker": "agent",
      "start_s": 19.84,
      "end_s": 23.78,
      "text_en": "The rates for raw materials are increasing in the market right now. In this coming month, the rate is going to go up by another two rupees.",
      "text_native": "ऐसे रॉ मटेरियल के रेट बढ़ रहे हैं ना अभी मार्केट में। अभी आने वाला इस मंथ में दो रुपए और ऊपर जाने वाला है रेट।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 14,
      "speaker": "agent",
      "start_s": 24.1,
      "end_s": 25.78,
      "text_en": "The rate for iron ore has increased, understood sir?",
      "text_native": "आयरन ओर का रेट बढ़ गया है, समझे सर?"
    },
    {
      "ucid": "21112178832721481",
      "idx": 15,
      "speaker": "customer",
      "start_s": 26.06,
      "end_s": 26.44,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 16,
      "speaker": "agent",
      "start_s": 26.54,
      "end_s": 30.0,
      "text_en": "Hmm, so now your HR will increase by two rupees and coated by three rupees this month.",
      "text_native": "हम्म, तो अभी आपका एचआर में दो रुपए एंड कोटेड में तीन रुपए बढ़ने वाला है इस मंथ में।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 17,
      "speaker": "customer",
      "start_s": 30.2,
      "end_s": 30.6,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.7,
      "end_s": 33.78,
      "text_en": "So if you are planning a purchase, doing it a little sooner will be better for you, sir, okay?",
      "text_native": "तो थोड़ा अगर परचेस प्लान कर रहा हूं, थोड़ा जल्दी कर लेंगे तो आपके लिए बेटर होगा सर, ठीक है?"
    },
    {
      "ucid": "21112178832721481",
      "idx": 19,
      "speaker": "customer",
      "start_s": 34.0,
      "end_s": 34.4,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 20,
      "speaker": "customer",
      "start_s": 34.48,
      "end_s": 37.2,
      "text_en": "I have an inquiry in the drawing stage, I'll give it in a day or two. For the drawing.",
      "text_native": "मैं थोड़ा ड्राइंग में है इन्क्वायरी, एक-दो दिन में मैं देता हूं मैं। ड्राइंग के लिए।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 21,
      "speaker": "agent",
      "start_s": 37.28,
      "end_s": 39.0,
      "text_en": "No, no problem. Remember the rate of 62, okay sir?",
      "text_native": "नहीं कोई नहीं। 62 का रेट याद रखिएगा, ठीक है सर?"
    },
    {
      "ucid": "21112178832721481",
      "idx": 22,
      "speaker": "customer",
      "start_s": 39.08,
      "end_s": 39.46,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178832721481",
      "idx": 23,
      "speaker": "agent",
      "start_s": 39.54,
      "end_s": 40.1,
      "text_en": "Okay okay sir.",
      "text_native": "ओके ओके सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178832721481",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, you had placed an inquiry on the JSW platform for HR.",
      "comment": "The agent correctly referenced the customer's platform inquiry at the start of the call."
    },
    {
      "ucid": "21112178832721481",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not attempt to revalidate any of the required fields like size, quantity, or location before giving a price."
    },
    {
      "ucid": "21112178832721481",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business, application, or procurement habits."
    },
    {
      "ucid": "21112178832721481",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Take the quotation. The rate is 62.",
      "comment": "The agent provided a specific price and attempted to create urgency for an immediate decision."
    },
    {
      "ucid": "21112178832721481",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, you had placed an inquiry on the JSW platform for HR.",
      "comment": "The agent correctly focused only on the customer's stated requirement and did not pitch other products."
    }
  ],
  "objections": [
    {
      "ucid": "21112178832721481",
      "obj_type": "price",
      "state": "handled",
      "evidence": "It has increased that much?",
      "response": "The rates for raw materials are increasing in the market right now. In this coming month, the rate is going to go up by another two rupees."
    },
    {
      "ucid": "21112178832721481",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "I have an inquiry in the drawing stage, I'll give it in a day or two.",
      "response": "No, no problem. Remember the rate of 62, okay sir?"
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}