{
  "ucid": "21112178842029091",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 12:54:50",
  "end_time": "2026-09-03 12:56:24",
  "duration_sec": 94,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Does_not_deal_Steel",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA511c0312df56c84379b5045223cedbda.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1092,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178842029091__DIA511c0312df56c84379b5045223cedbda.mp3",
  "audio_bytes": 234144,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 78.048,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (હેલો?)\n[2s] AGENT: Hello, am I speaking with Meet ji? Meet Kansariya?   (હેલો, મીતજી વાત કરે છે? મીત કંસારિયા?)\n[4s] CUSTOMER: Yes, yes.   (હા હા.)\n[4s] AGENT: Uh Meet bhai, good afternoon. I am Ankit Mistry speaking, from JSW Steel. Jindal Steel Mumbai Head Office.   (અ મીતભાઈ ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW સ્ટીલમાંથી. જિંદાલ સ્ટીલ મુંબઈ હેડ ઓફિસ.)\n[9s] CUSTOMER: Okay, okay.   (ઓકે, ઓકે.)\n[10s] AGENT: Uh Meet bhai, I believe a short while ago you had registered on our Jindal's digital portal, your RR Industries, you registered on that account yesterday, is that correct?   (અ મીતભાઈ, I believe હમણાં થોડા ટાઈમ પહેલા તમે અમારા જિંદાલના ડિજિટલ પોર્ટલ પર તમારો જે હશે આર આર ઇન્ડસ્ટ્રીઝ, એ અકાઉન્ટ ઉપર તમે રજીસ્ટ્રેશન કર્યું હતું ગઈ કાલે, બરાબર છે?)\n[16s] CUSTOMER: Yeah.\n[17s] CUSTOMER: Sir, I have two days off.   (સર મારે બે દિવસ રજા છે.)\n[18s] AGENT: Oh, okay.   (ઓહ, અચ્છા.)\n[19s] CUSTOMER: And for Janmashtami.   (અને જન્માષ્ટમી માટે.)\n[20s] AGENT: Yes.\n[20s] CUSTOMER: Yes, Monday, Monday we... Wednesday, from Thursday, on Thursday I am out. It starts again from Thursday.   (હા, મંડે, મંડે આપણે વેનસડે, થર્સડે થી, થર્સડે મેં હું બહાર છું. થર્સડે થી પાછું ચાલુ થાય છે.)\n[24s] AGENT: Okay, okay, okay.   (અચ્છા, અચ્છા, અચ્છા.)\n[25s] CUSTOMER: And in JSW when I looked, I need round bars.   (અને JSW માં મેં જોયું ને, તો મારે છે ને રાઉન્ડ બાર જોતો હોય છે.)\n[28s] AGENT: Oh, round bar? No, I don't have that. So sorry.   (અચ્છા રાઉન્ડ બાર? ના, તો એ તો નથી મારી પાસે. સો સોરી.)\n[30s] CUSTOMER: Yes, so I saw there was TMT and all that.   (હા, એટલે મેં જોયું TMT ને એ બધું હતું.)\n[32s] AGENT: Yes, there is TMT. There is TMT, then we have our Jindal's plates and sheets and coils and all that, but we don't do anything with round bars currently online.   (હા, TMT ને છે. TMT છે, પછી અમારી જિંદાલની અમારી પ્લેટો ને શીટો ને કોઈલ ને બધું છે, બટ રાઉન્ડ બાર અમે કઈ નથી કરતા હાલમાં ઓનલાઇન.)\n[37s] CUSTOMER: Is that so.   (એવું છે.)\n[38s] AGENT: So if you have any requirement in the future, let me know.   (તો ફ્યુચરમાં કોઈ તમારી રિક્વાયરમેન્ટ આવે તો મને કહેજો.)\n[40s] CUSTOMER: No no, 100%.   (ના ના, 100%.)\n[41s] AGENT: Okay sir.   (ઓકે સર.)\n[42s] CUSTOMER: Where are you calling from, sir?   (તમે ક્યાંથી બોલો છો સર?)\n[43s] AGENT: Mumbai, Mumbai Head Office. Jindal Steel.   (મુંબઈ, મુંબઈ હેડ ઓફિસ. જિંદાલ સ્ટીલ.)\n[44s] CUSTOMER: Okay, ready ready ready, okay.   (ઓકે, રેડી રેડી રેડી, ઓકે.)\n[46s] AGENT: Okay Meet bhai.   (ઓકે મીતભાઈ.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer states a need for a product we don't carry, acknowledge it, but still try to ask 1-2 discovery questions to see if we can serve them in other categories.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": null,
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a newly registered user. The customer immediately stated he was on holiday and that his only requirement is for round bars. The agent correctly confirmed that JSW One does not sell round bars online and politely ended the call, disqualifying the lead.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh Meet bhai, good afternoon. I am Ankit Mistry speaking, from JSW Steel. Jindal Steel Mumbai Head Office.\", \"comment\": \"Agent provided a standard, professional welcome and introduced himself and the company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Hello, am I speaking with Meet ji? Meet Kansariya?\", \"comment\": \"Agent only verified the customer's name; no other profile questions were asked before the customer stated their requirement.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately disqualified themselves by requesting a product not in the catalogue.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"There is TMT, then we have our Jindal's plates and sheets and coils and all that...\", \"comment\": \"Agent listed product categories but did not explain any platform benefits like transparent pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So if you have any requirement in the future, let me know.\", \"comment\": \"The customer's requirement was identified as non-serviceable, but the agent did not schedule a specific callback for potential future needs.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a scheduled platform walkthrough, or a specific callback date confirmed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states a need for a product we don't carry, acknowledge it, but still try to ask 1-2 discovery questions to see if we can serve them in other categories.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": null, \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a newly registered user. The customer immediately stated he was on holiday and that his only requirement is for round bars. The agent correctly confirmed that JSW One does not sell round bars online and politely ended the call, disqualifying the lead.\"}",
  "error": null,
  "latency_ms": 40457,
  "input_tokens": 3578,
  "output_tokens": 764,
  "created_at": "2026-09-25 11:41:47",
  "sentiment": "neutral",
  "sentiment_score": -0.113,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 1,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.61,
  "agent_talk_sec": 25.7,
  "customer_talk_sec": 16.4,
  "dead_air_sec": 51.9,
  "longest_monologue_sec": 5.9,
  "agent_wpm": 291.8,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 13,
  "discovery_qs": 4,
  "words_agent": 125,
  "words_customer": 69,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178842029091",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.11,
      "text_en": "Hello?",
      "text_native": "હેલો?"
    },
    {
      "ucid": "21112178842029091",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 3.51,
      "text_en": "Hello, am I speaking with Meet ji? Meet Kansariya?",
      "text_native": "હેલો, મીતજી વાત કરે છે? મીત કંસારિયા?"
    },
    {
      "ucid": "21112178842029091",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.77,
      "end_s": 4.2,
      "text_en": "Yes, yes.",
      "text_native": "હા હા."
    },
    {
      "ucid": "21112178842029091",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.48,
      "end_s": 9.1,
      "text_en": "Uh Meet bhai, good afternoon. I am Ankit Mistry speaking, from JSW Steel. Jindal Steel Mumbai Head Office.",
      "text_native": "અ મીતભાઈ ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW સ્ટીલમાંથી. જિંદાલ સ્ટીલ મુંબઈ હેડ ઓફિસ."
    },
    {
      "ucid": "21112178842029091",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.1,
      "end_s": 9.8,
      "text_en": "Okay, okay.",
      "text_native": "ઓકે, ઓકે."
    },
    {
      "ucid": "21112178842029091",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 16.1,
      "text_en": "Uh Meet bhai, I believe a short while ago you had registered on our Jindal's digital portal, your RR Industries, you registered on that account yesterday, is that correct?",
      "text_native": "અ મીતભાઈ, I believe હમણાં થોડા ટાઈમ પહેલા તમે અમારા જિંદાલના ડિજિટલ પોર્ટલ પર તમારો જે હશે આર આર ઇન્ડસ્ટ્રીઝ, એ અકાઉન્ટ ઉપર તમે રજીસ્ટ્રેશન કર્યું હતું ગઈ કાલે, બરાબર છે?"
    },
    {
      "ucid": "21112178842029091",
      "idx": 6,
      "speaker": "customer",
      "start_s": 16.1,
      "end_s": 16.4,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178842029091",
      "idx": 7,
      "speaker": "customer",
      "start_s": 16.9,
      "end_s": 18.4,
      "text_en": "Sir, I have two days off.",
      "text_native": "સર મારે બે દિવસ રજા છે."
    },
    {
      "ucid": "21112178842029091",
      "idx": 8,
      "speaker": "agent",
      "start_s": 18.4,
      "end_s": 19.2,
      "text_en": "Oh, okay.",
      "text_native": "ઓહ, અચ્છા."
    },
    {
      "ucid": "21112178842029091",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 20.0,
      "text_en": "And for Janmashtami.",
      "text_native": "અને જન્માષ્ટમી માટે."
    },
    {
      "ucid": "21112178842029091",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 20.3,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178842029091",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 24.2,
      "text_en": "Yes, Monday, Monday we... Wednesday, from Thursday, on Thursday I am out. It starts again from Thursday.",
      "text_native": "હા, મંડે, મંડે આપણે વેનસડે, થર્સડે થી, થર્સડે મેં હું બહાર છું. થર્સડે થી પાછું ચાલુ થાય છે."
    },
    {
      "ucid": "21112178842029091",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.2,
      "end_s": 24.9,
      "text_en": "Okay, okay, okay.",
      "text_native": "અચ્છા, અચ્છા, અચ્છા."
    },
    {
      "ucid": "21112178842029091",
      "idx": 13,
      "speaker": "customer",
      "start_s": 24.9,
      "end_s": 28.0,
      "text_en": "And in JSW when I looked, I need round bars.",
      "text_native": "અને JSW માં મેં જોયું ને, તો મારે છે ને રાઉન્ડ બાર જોતો હોય છે."
    },
    {
      "ucid": "21112178842029091",
      "idx": 14,
      "speaker": "agent",
      "start_s": 28.0,
      "end_s": 30.0,
      "text_en": "Oh, round bar? No, I don't have that. So sorry.",
      "text_native": "અચ્છા રાઉન્ડ બાર? ના, તો એ તો નથી મારી પાસે. સો સોરી."
    },
    {
      "ucid": "21112178842029091",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 31.6,
      "text_en": "Yes, so I saw there was TMT and all that.",
      "text_native": "હા, એટલે મેં જોયું TMT ને એ બધું હતું."
    },
    {
      "ucid": "21112178842029091",
      "idx": 16,
      "speaker": "agent",
      "start_s": 31.6,
      "end_s": 36.5,
      "text_en": "Yes, there is TMT. There is TMT, then we have our Jindal's plates and sheets and coils and all that, but we don't do anything with round bars currently online.",
      "text_native": "હા, TMT ને છે. TMT છે, પછી અમારી જિંદાલની અમારી પ્લેટો ને શીટો ને કોઈલ ને બધું છે, બટ રાઉન્ડ બાર અમે કઈ નથી કરતા હાલમાં ઓનલાઇન."
    },
    {
      "ucid": "21112178842029091",
      "idx": 17,
      "speaker": "customer",
      "start_s": 37.2,
      "end_s": 37.8,
      "text_en": "Is that so.",
      "text_native": "એવું છે."
    },
    {
      "ucid": "21112178842029091",
      "idx": 18,
      "speaker": "agent",
      "start_s": 38.4,
      "end_s": 40.0,
      "text_en": "So if you have any requirement in the future, let me know.",
      "text_native": "તો ફ્યુચરમાં કોઈ તમારી રિક્વાયરમેન્ટ આવે તો મને કહેજો."
    },
    {
      "ucid": "21112178842029091",
      "idx": 19,
      "speaker": "customer",
      "start_s": 40.0,
      "end_s": 40.7,
      "text_en": "No no, 100%.",
      "text_native": "ના ના, 100%."
    },
    {
      "ucid": "21112178842029091",
      "idx": 20,
      "speaker": "agent",
      "start_s": 40.7,
      "end_s": 41.3,
      "text_en": "Okay sir.",
      "text_native": "ઓકે સર."
    },
    {
      "ucid": "21112178842029091",
      "idx": 21,
      "speaker": "customer",
      "start_s": 41.8,
      "end_s": 42.7,
      "text_en": "Where are you calling from, sir?",
      "text_native": "તમે ક્યાંથી બોલો છો સર?"
    },
    {
      "ucid": "21112178842029091",
      "idx": 22,
      "speaker": "agent",
      "start_s": 42.8,
      "end_s": 44.5,
      "text_en": "Mumbai, Mumbai Head Office. Jindal Steel.",
      "text_native": "મુંબઈ, મુંબઈ હેડ ઓફિસ. જિંદાલ સ્ટીલ."
    },
    {
      "ucid": "21112178842029091",
      "idx": 23,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.9,
      "text_en": "Okay, ready ready ready, okay.",
      "text_native": "ઓકે, રેડી રેડી રેડી, ઓકે."
    },
    {
      "ucid": "21112178842029091",
      "idx": 24,
      "speaker": "agent",
      "start_s": 46.4,
      "end_s": 47.2,
      "text_en": "Okay Meet bhai.",
      "text_native": "ઓકે મીતભાઈ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178842029091",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh Meet bhai, good afternoon. I am Ankit Mistry speaking, from JSW Steel. Jindal Steel Mumbai Head Office.",
      "comment": "Agent provided a standard, professional welcome and introduced himself and the company."
    },
    {
      "ucid": "21112178842029091",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Hello, am I speaking with Meet ji? Meet Kansariya?",
      "comment": "Agent only verified the customer's name; no other profile questions were asked before the customer stated their requirement."
    },
    {
      "ucid": "21112178842029091",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the customer immediately disqualified themselves by requesting a product not in the catalogue."
    },
    {
      "ucid": "21112178842029091",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "There is TMT, then we have our Jindal's plates and sheets and coils and all that...",
      "comment": "Agent listed product categories but did not explain any platform benefits like transparent pricing or test certificates."
    },
    {
      "ucid": "21112178842029091",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So if you have any requirement in the future, let me know.",
      "comment": "The customer's requirement was identified as non-serviceable, but the agent did not schedule a specific callback for potential future needs."
    },
    {
      "ucid": "21112178842029091",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without a quote, a scheduled platform walkthrough, or a specific callback date confirmed."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}