{
  "ucid": "21112178842315351",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 13:42:33",
  "end_time": "2026-09-03 13:44:40",
  "duration_sec": 127,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA404a94a6cff14122cf8464eed9a57966.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1081,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178842315351__DIA404a94a6cff14122cf8464eed9a57966.mp3",
  "audio_bytes": 334800,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 111.6,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello?\n[1s] CUSTOMER: Hello.\n[2s] AGENT: Yeah. This is Abdul speaking, sir, from JSW.   (Yeah. अब्दुल बात कर रहा हूं सर JSW से।)\n[4s] CUSTOMER: Okay, yes sir, tell me.   (Okay, हां सर बोलिए।)\n[6s] AGENT: Do you have any requirement for steel, sir? Do you have any requirement for HR CR? I had called for that.   (कुछ requirement है क्या सर steel में? HR CR में कुछ requirement है क्या आपको? उसके लिए फोन किया था।)\n[8s] CUSTOMER: Yes, I had a requirement, I had also posted it on there. I needed TMT bar, 8 mm, 10 mm and 12 mm.   (हां मेरा requirement था, मैंने डाला भी था उसके ऊपर। मेरेको TMT bar चाहिए था, 8 mm, 10 mm और 12 mm का।)\n[13s] AGENT: Sir, where did you need it, sir?   (सर कहां पे चाहिए था सर आपको?)\n[14s] CUSTOMER: In Nashik.   (Nashik में।)\n[15s] AGENT: In Nashik. Do you need TMT in prime or in secondary, sir?   (Nashik में। TMT आपको prime में चाहिए या फिर secondary में चाहिए सर?)\n[18s] CUSTOMER: Uh, what is the difference between prime and secondary, I mean, I have no idea.   (अह prime secondary इसमें फरक क्या रहता है मतलब, कुछ idea नहीं है।)\n[20s] AGENT: Sir, prime means branded material, secondary means local. Like in branded you have, sir, JSW, Tata, Sail, prime brand material. In local comes Bhagwati, the rate for local is a bit lower. What do you basically deal in?   (सर prime मतलब branded माल, secondary मतलब local. Like branded में आपका आ गया सर JSW, Tata, Sail, prime brand material. Local में आता है भगवती, local का rate थोड़ा कम होता है। आप basically किसमें deal करते हैं?)\n[27s] CUSTOMER: Okay, which one will come in prime?   (अच्छा, prime में कौनसा आएगा?)\n[28s] AGENT: Tata, JSW, Sail, prime material. Its rate is a bit higher, its quality is good. As for local, you already know.   (Tata, JSW, Sail, prime material. इसका थोड़ा rate ज्यादा, अच्छा quality इसका अच्छा होता है। Local तो फिर आप जानते ही हैं।)\n[32s] CUSTOMER: What is the rate for Tata and JSW prime?   (इसका rate क्या है Tata और JSW prime का?)\n[33s] AGENT: Sir, the rate, actually, it's an increasing market right now, so I can't say any rate right now. I will get the rate and give it to you, sir, okay? I am sending you a WhatsApp, I will give you the rate on WhatsApp, okay? Today's rate. It may or may not be valid tomorrow. By when do you have to purchase?   (आपको सर rate, actually जो है ना अभी increasing market है ना तो अभी मैं rate कुछ बोल नहीं सकता हूं। मैं आपको rate लेके दूंगा सर, ठीक है? मैं आपको WhatsApp कर दे रहा हूं, मैं आपको WhatsApp में rate दे दूंगा, ठीक है? आज का rate. हो सकता है कल valid रहे या ना रहे। कब तक purchase करना है आपको?)\n[41s] CUSTOMER: Uh, in about four to five days.   (अह एक चार-पांच दिन में तो भी।)\n[42s] AGENT: In four to five days, the rate will increase a lot then. It's an increasing market right now. How many tons do you need, the quantity?   (चार-पांच दिन में तो rate तो बहुत बढ़ जाएगा फिर। अभी increasing market है। कितना ton चाहिए आपको quantity?)\n[46s] CUSTOMER: I have put 50-50 for now.   (50-50 ही डाला हूं मैंने अभी फिलहाल के लिए।)\n[48s] AGENT: Okay okay okay okay.   (अच्छा अच्छा अच्छा अच्छा।)\n[48s] CUSTOMER: More will be needed.   (और भी लगने वाला है।)\n[49s] AGENT: So what about this, sir, is it for a project of yours or are you taking it for trading purpose?   (तो इसका क्या सर, कुछ project आपका है या फिर trading purpose के लिए ले रहे हैं आप?)\n[52s] CUSTOMER: Trading purp- so it will be considered for trading purpose. But it is, I mean, for work at home.   (Trading purp- तो trading purpose ही देखा जाएगा। But है तो मतलब घर का ही काम।)\n[55s] AGENT: Okay okay.   (अच्छा अच्छा।)\n[55s] CUSTOMER: Okay, fine.   (अच्छा ठीक है।)\n[56s] AGENT: Sir, I am on lunch, sir. I will call you after going to the office, okay?   (सर मैं लंच में हूं सर, आपको मैं फोन करता हूं ऑफिस जाकर, ठीक है?)\n[59s] CUSTOMER: Okay.   (अच्छा।)\n[60s] AGENT: Okay.\n[60s] CUSTOMER: Okay.   (ठीक है।)\n[61s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 29,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not affect transcription reliability.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "29 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": 4.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "You missed the opportunity to acknowledge the customer's online submission, which made the call feel cold. Always start by referencing their platform activity to build immediate rapport.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, who had submitted an online requirement, needed 50 tons of TMT bars in Nashik. The agent failed to acknowledge the online submission but proceeded to validate the requirement's location, quantity, and timeline. The call ended with the agent promising to send a price quote via WhatsApp later that day after his lunch break.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir? Do you have any requirement for HR CR?\", \"comment\": \"The agent opened with a generic cold call question, forcing the customer to state they had already submitted a requirement online.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"Sir, where did you need it, sir?\", \"comment\": \"The agent successfully revalidated location, timeline, quantity, and clarified the grade (prime/secondary), but did not re-confirm the specific mm sizes.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked about the end use (project vs trading), failing to explore the customer's business profile with any other discovery questions.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am sending you a WhatsApp, I will give you the rate on WhatsApp, okay? Today's rate.\", \"comment\": \"The agent could not provide a price immediately but committed to a clear next step and timeline for providing it.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"TMT आपको prime में चाहिए या फिर secondary में चाहिए सर?\", \"comment\": \"After an initial misstep asking about HR/CR, the agent correctly focused only on the customer's TMT requirement.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You missed the opportunity to acknowledge the customer's online submission, which made the call feel cold. Always start by referencing their platform activity to build immediate rapport.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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 customer, who had submitted an online requirement, needed 50 tons of TMT bars in Nashik. The agent failed to acknowledge the online submission but proceeded to validate the requirement's location, quantity, and timeline. The call ended with the agent promising to send a price quote via WhatsApp later that day after his lunch break.\"}",
  "error": null,
  "latency_ms": 39046,
  "input_tokens": 3807,
  "output_tokens": 721,
  "created_at": "2026-09-25 11:41:14",
  "sentiment": "positive",
  "sentiment_score": 0.273,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 1,
  "lex_hits": 14,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.65,
  "agent_talk_sec": 35.3,
  "customer_talk_sec": 19.0,
  "dead_air_sec": 72.7,
  "longest_monologue_sec": 7.3,
  "agent_wpm": 407.9,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 14,
  "discovery_qs": 12,
  "words_agent": 240,
  "words_customer": 103,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178842315351",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.57,
      "end_s": 0.95,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.4,
      "end_s": 1.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178842315351",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 4.08,
      "text_en": "Yeah. This is Abdul speaking, sir, from JSW.",
      "text_native": "Yeah. अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.46,
      "end_s": 5.3,
      "text_en": "Okay, yes sir, tell me.",
      "text_native": "Okay, हां सर बोलिए।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.56,
      "end_s": 8.2,
      "text_en": "Do you have any requirement for steel, sir? Do you have any requirement for HR CR? I had called for that.",
      "text_native": "कुछ requirement है क्या सर steel में? HR CR में कुछ requirement है क्या आपको? उसके लिए फोन किया था।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.38,
      "end_s": 12.3,
      "text_en": "Yes, I had a requirement, I had also posted it on there. I needed TMT bar, 8 mm, 10 mm and 12 mm.",
      "text_native": "हां मेरा requirement था, मैंने डाला भी था उसके ऊपर। मेरेको TMT bar चाहिए था, 8 mm, 10 mm और 12 mm का।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.56,
      "end_s": 13.8,
      "text_en": "Sir, where did you need it, sir?",
      "text_native": "सर कहां पे चाहिए था सर आपको?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.18,
      "end_s": 15.0,
      "text_en": "In Nashik.",
      "text_native": "Nashik में।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.36,
      "end_s": 17.5,
      "text_en": "In Nashik. Do you need TMT in prime or in secondary, sir?",
      "text_native": "Nashik में। TMT आपको prime में चाहिए या फिर secondary में चाहिए सर?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.88,
      "end_s": 20.1,
      "text_en": "Uh, what is the difference between prime and secondary, I mean, I have no idea.",
      "text_native": "अह prime secondary इसमें फरक क्या रहता है मतलब, कुछ idea नहीं है।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.1,
      "end_s": 26.5,
      "text_en": "Sir, prime means branded material, secondary means local. Like in branded you have, sir, JSW, Tata, Sail, prime brand material. In local comes Bhagwati, the rate for local is a bit lower. What do you basically deal in?",
      "text_native": "सर prime मतलब branded माल, secondary मतलब local. Like branded में आपका आ गया सर JSW, Tata, Sail, prime brand material. Local में आता है भगवती, local का rate थोड़ा कम होता है। आप basically किसमें deal करते हैं?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 28.0,
      "text_en": "Okay, which one will come in prime?",
      "text_native": "अच्छा, prime में कौनसा आएगा?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 12,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 31.4,
      "text_en": "Tata, JSW, Sail, prime material. Its rate is a bit higher, its quality is good. As for local, you already know.",
      "text_native": "Tata, JSW, Sail, prime material. इसका थोड़ा rate ज्यादा, अच्छा quality इसका अच्छा होता है। Local तो फिर आप जानते ही हैं।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 13,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 32.8,
      "text_en": "What is the rate for Tata and JSW prime?",
      "text_native": "इसका rate क्या है Tata और JSW prime का?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 40.4,
      "text_en": "Sir, the rate, actually, it's an increasing market right now, so I can't say any rate right now. I will get the rate and give it to you, sir, okay? I am sending you a WhatsApp, I will give you the rate on WhatsApp, okay? Today's rate. It may or may not be valid tomorrow. By when do you have to purchase?",
      "text_native": "आपको सर rate, actually जो है ना अभी increasing market है ना तो अभी मैं rate कुछ बोल नहीं सकता हूं। मैं आपको rate लेके दूंगा सर, ठीक है? मैं आपको WhatsApp कर दे रहा हूं, मैं आपको WhatsApp में rate दे दूंगा, ठीक है? आज का rate. हो सकता है कल valid रहे या ना रहे। कब तक purchase करना है आपको?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 15,
      "speaker": "customer",
      "start_s": 40.6,
      "end_s": 42.2,
      "text_en": "Uh, in about four to five days.",
      "text_native": "अह एक चार-पांच दिन में तो भी।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 16,
      "speaker": "agent",
      "start_s": 42.4,
      "end_s": 45.2,
      "text_en": "In four to five days, the rate will increase a lot then. It's an increasing market right now. How many tons do you need, the quantity?",
      "text_native": "चार-पांच दिन में तो rate तो बहुत बढ़ जाएगा फिर। अभी increasing market है। कितना ton चाहिए आपको quantity?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 17,
      "speaker": "customer",
      "start_s": 45.5,
      "end_s": 47.3,
      "text_en": "I have put 50-50 for now.",
      "text_native": "50-50 ही डाला हूं मैंने अभी फिलहाल के लिए।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 18,
      "speaker": "agent",
      "start_s": 47.5,
      "end_s": 48.4,
      "text_en": "Okay okay okay okay.",
      "text_native": "अच्छा अच्छा अच्छा अच्छा।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 19,
      "speaker": "customer",
      "start_s": 48.4,
      "end_s": 49.2,
      "text_en": "More will be needed.",
      "text_native": "और भी लगने वाला है।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 20,
      "speaker": "agent",
      "start_s": 49.2,
      "end_s": 51.5,
      "text_en": "So what about this, sir, is it for a project of yours or are you taking it for trading purpose?",
      "text_native": "तो इसका क्या सर, कुछ project आपका है या फिर trading purpose के लिए ले रहे हैं आप?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 21,
      "speaker": "customer",
      "start_s": 51.7,
      "end_s": 54.4,
      "text_en": "Trading purp- so it will be considered for trading purpose. But it is, I mean, for work at home.",
      "text_native": "Trading purp- तो trading purpose ही देखा जाएगा। But है तो मतलब घर का ही काम।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 22,
      "speaker": "agent",
      "start_s": 54.6,
      "end_s": 55.1,
      "text_en": "Okay okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 23,
      "speaker": "customer",
      "start_s": 55.1,
      "end_s": 55.8,
      "text_en": "Okay, fine.",
      "text_native": "अच्छा ठीक है।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 24,
      "speaker": "agent",
      "start_s": 56.2,
      "end_s": 59.0,
      "text_en": "Sir, I am on lunch, sir. I will call you after going to the office, okay?",
      "text_native": "सर मैं लंच में हूं सर, आपको मैं फोन करता हूं ऑफिस जाकर, ठीक है?"
    },
    {
      "ucid": "21112178842315351",
      "idx": 25,
      "speaker": "customer",
      "start_s": 59.4,
      "end_s": 59.7,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 26,
      "speaker": "agent",
      "start_s": 59.9,
      "end_s": 60.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178842315351",
      "idx": 27,
      "speaker": "customer",
      "start_s": 60.3,
      "end_s": 60.7,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178842315351",
      "idx": 28,
      "speaker": "agent",
      "start_s": 60.9,
      "end_s": 61.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178842315351",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir? Do you have any requirement for HR CR?",
      "comment": "The agent opened with a generic cold call question, forcing the customer to state they had already submitted a requirement online."
    },
    {
      "ucid": "21112178842315351",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "Sir, where did you need it, sir?",
      "comment": "The agent successfully revalidated location, timeline, quantity, and clarified the grade (prime/secondary), but did not re-confirm the specific mm sizes."
    },
    {
      "ucid": "21112178842315351",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only asked about the end use (project vs trading), failing to explore the customer's business profile with any other discovery questions."
    },
    {
      "ucid": "21112178842315351",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I am sending you a WhatsApp, I will give you the rate on WhatsApp, okay? Today's rate.",
      "comment": "The agent could not provide a price immediately but committed to a clear next step and timeline for providing it."
    },
    {
      "ucid": "21112178842315351",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "TMT आपको prime में चाहिए या फिर secondary में चाहिए सर?",
      "comment": "After an initial misstep asking about HR/CR, the agent correctly focused only on the customer's TMT requirement."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL1 Opener acknowledges platform submission",
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}