{
  "ucid": "21112178842690461",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 14:45:04",
  "end_time": "2026-09-03 14:47:20",
  "duration_sec": 136,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Invalid_Number",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA360c3742df3766590c4f0edd489e83e6.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1064,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178842690461__DIA360c3742df3766590c4f0edd489e83e6.mp3",
  "audio_bytes": 334152,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 111.384,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[4s] CUSTOMER: Hello.   (हॅलो.)\n[5s] AGENT: Hello.   (हॅलो.)\n[6s] CUSTOMER: Hello, Hari Om Enterprises?   (हॅलो हरी ओम इंटरप्राइजेस?)\n[7s] AGENT: Yes.   (हां।)\n[8s] AGENT: Sir, hello. I am Aditya Pandey speaking from JSW, JSW One.   (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से, JSW One.)\n[11s] CUSTOMER: Yes, yes, tell me.   (जी जी, बोलिए।)\n[12s] AGENT: Sir, actually you had registered on our platform just yesterday, so we called regarding that. Current, I just wanted to know about your business, sir, are you in manufacturing or in trading?   (सर एक्चुअली हमारे प्लॅटफॉर्म पे आपने कल ही रजिस्टर किया था, तो उसके रिगार्डिंग कॉल किया था हमने। करंट, वही जानना था सर आपका बिझनेस के बारे में, क्या मॅन्युफॅक्चरिंग में है की ट्रेडिंग में?)\n[19s] CUSTOMER: Huh?   (हां?)\n[20s] AGENT: Can you brief me a little about your business, sir, what do you do?   (आपका बिझनेस थोडा ब्रीफ कर सकते है सर की आप क्या करते है?)\n[22s] CUSTOMER: I do trading.   (मैं ट्रेडिंग।)\n[23s] AGENT: Trading? In which, I mean, which product do you deal in, sir? I mean, do you do it in steel?   (ट्रेडिंग? किस मतलब कौनसे प्रोडक्ट का करते है सर? मतलब स्टील में करते है क्या?)\n[27s] CUSTOMER: I deal in all these products, your products, most of them are the same products. HR, CR, that same thing, GI.   (मैं ये सब प्रोडक्ट में अपना ये जो आपकी प्रोडक्ट है ना, मोस्ट ऑफ वही प्रोडक्ट है। HR, CR, वही चीज, GI.)\n[32s] AGENT: So do you have any requirement right now, sir, in this, in any material?   (तो अभी आपका कुछ रिक्वायरमेंट है सर इसमें, कोई मटेरियल में?)\n[34s] CUSTOMER: Right now, the requirement... right now what is it, I am here in Kutch, in Kutch right now.   (अभी रिक्वायरमेंट तो अभी तो क्या है यहां पे कच्छ में माथा में, अभी कच्छ में तो।)\n[38s] AGENT: Hmm.   (हम्म।)\n[39s] CUSTOMER: So the office is closed for two days now. We will talk after that.   (तो अभी दो दिन तो ऑफिस क्लोज है। उसके बाद बात करेंगे।)\n[41s] AGENT: Okay, so I, okay.   (अच्छा तो मैं, ठीक है।)\n[42s] AGENT: Okay sir, alright. I'll do one thing, I'll share my number. When you become free, I mean or when you become available, then you can do this on it, share it once.   (ओके सर, ठीक है। मैं एक काम करता हूं, मैं अपना नंबर शेयर कर देता हूं। जब आप फ्री हो जाएंगे, मतलब या फिर जब आप अवेलेबल हो जाएंगे तब आप मुझे उसपे ये कर दीजिएगा, एक बार शेयर कर दीजिएगा।)\n[48s] CUSTOMER: Hmm. And what is there in yours, how does it work, what is all this? Will all the products be available, like that?   (हम्म। और क्या है अपने में, कैसे होता है, ये सब क्या है? प्रोडक्ट सारे मिल जाएंगे, ऐसा?)\n[52s] AGENT: Yes sir, it will be available. There's no issue like that. You tell me, it's SKU-wise, sir, how it will be, I mean which material you need, according to that I will also share the quotation with you, in F.O.R. rate.   (हां सर, मिल जाएगा। ऐसा कोई ये नहीं। आप बताइए, SKU वाइज रहता है सर, कैसा रहेगा, मतलब आपको कौनसा मटेरियल चाहिए, उसके अकॉर्डिंग मैं आपको कोटेशन भी शेयर कर दूंगा, F.O.R. रेट में।)\n[59s] CUSTOMER: Okay.   (अच्छा।)\n[60s] CUSTOMER: And where does all this material come from then? I am speaking from Bhuj, Kutch, I mean the Kutch area.   (और ये सब माल कहां से आता है फिर? मैं तो भुज कच्छ से बोल रहा हूं, मतलब कच्छ एरिया।)\n[103s] AGENT: From the Kutch area, right? I'll check. Nearby, from our nearby area, we will get the supply done for you, whatever it is.   (कच्छ एरिया से ना? मैं चेक कर लेता हूं। नियरबाय, हमारे नियरबाय एरिया से हम लोग करवा देंगे आपको सप्लाय जो भी है।)\n[107s] CUSTOMER: Okay, okay.   (ओके, ओके।)\n[108s] CUSTOMER: Alright, okay then, I will call you.   (ठीक है, चलिए तो मैं करता हूं आपको कॉल।)\n[110s] AGENT: Alright, sir.   (ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is present on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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": 1.5,
  "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 says they are busy and to talk later, you must propose a specific date and time for the callback instead of leaving it open-ended like 'call me when you're free'.",
  "usp_relevance": "none",
  "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 agent contacted a newly registered lead, Hari Om Enterprises, who identified as a trader of HR, CR, and GI products in Bhuj, Kutch. The customer had no immediate requirement as their office was closed. The agent performed minimal discovery and failed to establish a firm next step, ending the call by asking the customer to call back when available.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, hello. I am Aditya Pandey speaking from JSW, JSW One.\", \"comment\": \"The agent provided a warm opening, stated his name and company, and referenced the customer's recent registration.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Hello, Hari Om Enterprises?\", \"comment\": \"Agent verified company name and procurement city (Kutch), but did not ask about the contact's role in procurement or their best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"are you in manufacturing or in trading?\", \"comment\": \"Agent only asked about business type and product category (HR/CR/GI), failing to cover monthly tonnage, brands, or buying history.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"When the customer asked how the platform works, the agent gave a vague answer about SKUs and quotes, failing to explain any core USPs like transparent pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So do you have any requirement right now, sir, in this, in any material?\", \"comment\": \"The agent asked about a current requirement, but when the customer said they were busy, the agent failed to schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a firm next step; the agent left it to the customer to call back whenever they were free.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy and to talk later, you must propose a specific date and time for the callback instead of leaving it open-ended like 'call me when you're free'.\", \"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 agent contacted a newly registered lead, Hari Om Enterprises, who identified as a trader of HR, CR, and GI products in Bhuj, Kutch. The customer had no immediate requirement as their office was closed. The agent performed minimal discovery and failed to establish a firm next step, ending the call by asking the customer to call back when available.\"}",
  "error": null,
  "latency_ms": 38675,
  "input_tokens": 3754,
  "output_tokens": 800,
  "created_at": "2026-09-25 11:40:26",
  "sentiment": "positive",
  "sentiment_score": 0.6,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.352,
  "agent_talk_sec": 34.4,
  "customer_talk_sec": 63.2,
  "dead_air_sec": 38.4,
  "longest_monologue_sec": 6.7,
  "agent_wpm": 347.1,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 13,
  "discovery_qs": 7,
  "words_agent": 199,
  "words_customer": 119,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178842690461",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.09,
      "end_s": 4.59,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178842690461",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.83,
      "end_s": 5.23,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178842690461",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.81,
      "end_s": 6.81,
      "text_en": "Hello, Hari Om Enterprises?",
      "text_native": "हॅलो हरी ओम इंटरप्राइजेस?"
    },
    {
      "ucid": "21112178842690461",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.03,
      "end_s": 7.23,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.85,
      "end_s": 10.85,
      "text_en": "Sir, hello. I am Aditya Pandey speaking from JSW, JSW One.",
      "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW से, JSW One."
    },
    {
      "ucid": "21112178842690461",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.21,
      "end_s": 11.81,
      "text_en": "Yes, yes, tell me.",
      "text_native": "जी जी, बोलिए।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.03,
      "end_s": 18.03,
      "text_en": "Sir, actually you had registered on our platform just yesterday, so we called regarding that. Current, I just wanted to know about your business, sir, are you in manufacturing or in trading?",
      "text_native": "सर एक्चुअली हमारे प्लॅटफॉर्म पे आपने कल ही रजिस्टर किया था, तो उसके रिगार्डिंग कॉल किया था हमने। करंट, वही जानना था सर आपका बिझनेस के बारे में, क्या मॅन्युफॅक्चरिंग में है की ट्रेडिंग में?"
    },
    {
      "ucid": "21112178842690461",
      "idx": 7,
      "speaker": "customer",
      "start_s": 18.85,
      "end_s": 19.25,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178842690461",
      "idx": 8,
      "speaker": "agent",
      "start_s": 19.57,
      "end_s": 21.57,
      "text_en": "Can you brief me a little about your business, sir, what do you do?",
      "text_native": "आपका बिझनेस थोडा ब्रीफ कर सकते है सर की आप क्या करते है?"
    },
    {
      "ucid": "21112178842690461",
      "idx": 9,
      "speaker": "customer",
      "start_s": 22.05,
      "end_s": 22.85,
      "text_en": "I do trading.",
      "text_native": "मैं ट्रेडिंग।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 10,
      "speaker": "agent",
      "start_s": 23.07,
      "end_s": 26.07,
      "text_en": "Trading? In which, I mean, which product do you deal in, sir? I mean, do you do it in steel?",
      "text_native": "ट्रेडिंग? किस मतलब कौनसे प्रोडक्ट का करते है सर? मतलब स्टील में करते है क्या?"
    },
    {
      "ucid": "21112178842690461",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.83,
      "end_s": 31.03,
      "text_en": "I deal in all these products, your products, most of them are the same products. HR, CR, that same thing, GI.",
      "text_native": "मैं ये सब प्रोडक्ट में अपना ये जो आपकी प्रोडक्ट है ना, मोस्ट ऑफ वही प्रोडक्ट है। HR, CR, वही चीज, GI."
    },
    {
      "ucid": "21112178842690461",
      "idx": 12,
      "speaker": "agent",
      "start_s": 31.55,
      "end_s": 33.85,
      "text_en": "So do you have any requirement right now, sir, in this, in any material?",
      "text_native": "तो अभी आपका कुछ रिक्वायरमेंट है सर इसमें, कोई मटेरियल में?"
    },
    {
      "ucid": "21112178842690461",
      "idx": 13,
      "speaker": "customer",
      "start_s": 34.07,
      "end_s": 37.57,
      "text_en": "Right now, the requirement... right now what is it, I am here in Kutch, in Kutch right now.",
      "text_native": "अभी रिक्वायरमेंट तो अभी तो क्या है यहां पे कच्छ में माथा में, अभी कच्छ में तो।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 14,
      "speaker": "agent",
      "start_s": 37.63,
      "end_s": 38.03,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 15,
      "speaker": "customer",
      "start_s": 38.55,
      "end_s": 41.05,
      "text_en": "So the office is closed for two days now. We will talk after that.",
      "text_native": "तो अभी दो दिन तो ऑफिस क्लोज है। उसके बाद बात करेंगे।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 16,
      "speaker": "agent",
      "start_s": 41.11,
      "end_s": 41.81,
      "text_en": "Okay, so I, okay.",
      "text_native": "अच्छा तो मैं, ठीक है।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 17,
      "speaker": "agent",
      "start_s": 42.01,
      "end_s": 48.01,
      "text_en": "Okay sir, alright. I'll do one thing, I'll share my number. When you become free, I mean or when you become available, then you can do this on it, share it once.",
      "text_native": "ओके सर, ठीक है। मैं एक काम करता हूं, मैं अपना नंबर शेयर कर देता हूं। जब आप फ्री हो जाएंगे, मतलब या फिर जब आप अवेलेबल हो जाएंगे तब आप मुझे उसपे ये कर दीजिएगा, एक बार शेयर कर दीजिएगा।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 18,
      "speaker": "customer",
      "start_s": 48.23,
      "end_s": 52.03,
      "text_en": "Hmm. And what is there in yours, how does it work, what is all this? Will all the products be available, like that?",
      "text_native": "हम्म। और क्या है अपने में, कैसे होता है, ये सब क्या है? प्रोडक्ट सारे मिल जाएंगे, ऐसा?"
    },
    {
      "ucid": "21112178842690461",
      "idx": 19,
      "speaker": "agent",
      "start_s": 52.25,
      "end_s": 58.55,
      "text_en": "Yes sir, it will be available. There's no issue like that. You tell me, it's SKU-wise, sir, how it will be, I mean which material you need, according to that I will also share the quotation with you, in F.O.R. rate.",
      "text_native": "हां सर, मिल जाएगा। ऐसा कोई ये नहीं। आप बताइए, SKU वाइज रहता है सर, कैसा रहेगा, मतलब आपको कौनसा मटेरियल चाहिए, उसके अकॉर्डिंग मैं आपको कोटेशन भी शेयर कर दूंगा, F.O.R. रेट में।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 20,
      "speaker": "customer",
      "start_s": 58.81,
      "end_s": 59.21,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 21,
      "speaker": "customer",
      "start_s": 59.83,
      "end_s": 102.83,
      "text_en": "And where does all this material come from then? I am speaking from Bhuj, Kutch, I mean the Kutch area.",
      "text_native": "और ये सब माल कहां से आता है फिर? मैं तो भुज कच्छ से बोल रहा हूं, मतलब कच्छ एरिया।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 22,
      "speaker": "agent",
      "start_s": 103.01,
      "end_s": 106.51,
      "text_en": "From the Kutch area, right? I'll check. Nearby, from our nearby area, we will get the supply done for you, whatever it is.",
      "text_native": "कच्छ एरिया से ना? मैं चेक कर लेता हूं। नियरबाय, हमारे नियरबाय एरिया से हम लोग करवा देंगे आपको सप्लाय जो भी है।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 23,
      "speaker": "customer",
      "start_s": 107.01,
      "end_s": 107.51,
      "text_en": "Okay, okay.",
      "text_native": "ओके, ओके।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 24,
      "speaker": "customer",
      "start_s": 108.03,
      "end_s": 110.03,
      "text_en": "Alright, okay then, I will call you.",
      "text_native": "ठीक है, चलिए तो मैं करता हूं आपको कॉल।"
    },
    {
      "ucid": "21112178842690461",
      "idx": 25,
      "speaker": "agent",
      "start_s": 110.25,
      "end_s": 110.85,
      "text_en": "Alright, sir.",
      "text_native": "ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178842690461",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, hello. I am Aditya Pandey speaking from JSW, JSW One.",
      "comment": "The agent provided a warm opening, stated his name and company, and referenced the customer's recent registration."
    },
    {
      "ucid": "21112178842690461",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "Hello, Hari Om Enterprises?",
      "comment": "Agent verified company name and procurement city (Kutch), but did not ask about the contact's role in procurement or their best contact details."
    },
    {
      "ucid": "21112178842690461",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "are you in manufacturing or in trading?",
      "comment": "Agent only asked about business type and product category (HR/CR/GI), failing to cover monthly tonnage, brands, or buying history."
    },
    {
      "ucid": "21112178842690461",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "When the customer asked how the platform works, the agent gave a vague answer about SKUs and quotes, failing to explain any core USPs like transparent pricing or test certificates."
    },
    {
      "ucid": "21112178842690461",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So do you have any requirement right now, sir, in this, in any material?",
      "comment": "The agent asked about a current requirement, but when the customer said they were busy, the agent failed to schedule a specific callback date."
    },
    {
      "ucid": "21112178842690461",
      "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 firm next step; the agent left it to the customer to call back whenever they were free."
    }
  ],
  "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": []
}