{
  "ucid": "21112178850692331",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 12:58:43",
  "end_time": "2026-09-04 13:00:34",
  "duration_sec": 111,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "No_requirement",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb92422be5f1679533b688c6661ce7404.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 878,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178850692331__DIAb92422be5f1679533b688c6661ce7404.mp3",
  "audio_bytes": 271512,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 90.504,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello. Arnav ji? Good afternoon. This is Ronak Mehra speaking from JSW One.   (Hello. अर्णव जी? Good afternoon. रोनक मेहरा बात कर रहा हूं मैं JSW One से।)\n[5s] AGENT: I was seeing your account, you had registered on JSW One. Were you planning something in MS steels, sheets, coils, in material?   (आपका account दिख रहा था, JSW One में register किया था आपने। कुछ MS steels में, sheets, coils में कुछ plan कर रहे थे क्या material में?)\n[9s] CUSTOMER: No sir, I was just checking it out. There's no plan right now, actually.   (नहीं सर, अभी तो just check out कर रहा था। अभी कोई plan नहीं है actually.)\n[12s] AGENT: What do you, I mean, what do you procure, what do you deal in?   (आप क्या मतलब क्या procure करते हैं means, किस में deal करते हैं आप?)\n[14s] CUSTOMER: No sir, I just checked it out randomly. Our industry is different.   (नहीं सर, ये तो random मैंने check out कर लिया था। हमारी तो industry दूसरी है।)\n[17s] AGENT: Okay. I understand, I can tell from the name, Dal and Floor Mills.   (अच्छा। तो समझ, नाम से समझ रहा है, Dal and Floor Mills.)\n[20s] CUSTOMER: Yes.   (जी।)\n[20s] AGENT: So that, so what exactly is your product? What is there in mills?   (वो तो, तो ये क्या exactly क्या product है आपका ये? Mills में क्या है इसमें?)\n[23s] CUSTOMER: Sir dal and flour, the name that is written. Oh, okay.   (सर दाल और floor, जो नाम लिखा है। अच्छा, okay.)\n[25s] AGENT: Yes.   (जी।)\n[25s] CUSTOMER: Okay. We have a dal mill, sir, and a flour mill.   (Okay. हमारी तो दाल mill है सर और floor mill है।)\n[27s] AGENT: Okay.   (अच्छा।)\n[28s] CUSTOMER: I was just checking out, I thought, are the rates on this or not. That is price on request, right?   (मैं just check out कर रहा था कि मैंने कहा कि rate है इसपे नहीं है। वो तो price on request है ना?)\n[31s] AGENT: Yes, yes.\n[32s] AGENT: No, it's like the prices get updated daily, right? So if you need any specific materials, then I can tell you about that. What metal material do you need?   (नहीं वो तो कैसे कि daily daily के prices update होते रहते हैं ना। तो आपको कुछ specific materials लगता है तो मैं आपको बताऊं ना फिर उसमें। कोई metal का क्या material लगता है आपको?)\n[37s] CUSTOMER: I don't need anything like that.   (मेरा ऐसा कोई लगता नहीं।)\n[38s] CUSTOMER: It's of no use to me. I actually have a friend. He does some work with steel. So he might need it.   (मेरे तो कोई काम ही नहीं आता। मेरा actually friend है। वो करते हैं steel स्टूल का कुछ काम। तो उनका लगता होगा।)\n[42s] AGENT: Yes, yes.   (जी जी।)\n[43s] AGENT: Okay, then I'll do one thing, share my number, number, my number with him. If he needs anything, he can directly get the pricing, whatever update it is, from me.   (ठीक है तो मैं आपको एक काम करता हूं, उनको मेरा number, number, मेरा number share करके रख दीजिए उनके साथ में। कुछ लगता है तो कैसे directly मेरे से वो pricing, जो भी रहेगा वो update ले सकते हैं मेरे से।)\n[50s] CUSTOMER: Okay sir, okay.\n[52s] AGENT: Yeah. Thank you, Arnav ji.   (Yeah. Thank you अर्णव जी आप।)\n[53s] CUSTOMER: Okay. Thank you sir. Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: The audio quality is good, with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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": "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 is disqualified this early, you still have a chance to make an impression. After they said they were 'just checking', you could have offered a sample price on a common item to show transparency before asking for a referral.",
  "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 new registrant who turned out to be in the wrong industry (a dal and flour mill) and had no requirement for steel. The customer stated they were just browsing the site. The agent correctly identified the lead was not a fit and pivoted to asking for a referral to a friend the customer mentioned. The call ended without any concrete next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello. Arnav ji? Good afternoon. This is Ronak Mehra speaking from JSW One.\", \"comment\": \"The agent used a standard, polite opening.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Arnav ji?... I can tell from the name, Dal and Floor Mills.\", \"comment\": \"The agent confirmed the contact's name and company, and attempted to understand procurement needs, but did not ask for city or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"what do you deal in?... We have a dal mill, sir, and a flour mill.\", \"comment\": \"The agent correctly identified the business type, but the customer was not a steel user, so no further discovery on steel procurement was possible. This fails the threshold of 4 questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"No, it's like the prices get updated daily, right? So if you need any specific materials, then I can tell you about that.\", \"comment\": \"The agent responded to a direct question about price but did not proactively educate the customer on the platform's value propositions like delivered pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I don't need anything like that.\", \"comment\": \"The customer confirmed they have no requirement, and the agent did not schedule a specific callback date, instead pivoting to a referral.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah. Thank you, Arnav ji.\", \"comment\": \"The call ended without a quote, a specific callback scheduled in the CRM, or a platform walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is disqualified this early, you still have a chance to make an impression. After they said they were 'just checking', you could have offered a sample price on a common item to show transparency before asking for a referral.\", \"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\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"No sir, I was just checking it out. There's no plan right now, actually.\", \"response\": \"What do you, I mean, what do you procure, what do you deal in?\"}], \"call_summary\": \"The agent contacted a new registrant who turned out to be in the wrong industry (a dal and flour mill) and had no requirement for steel. The customer stated they were just browsing the site. The agent correctly identified the lead was not a fit and pivoted to asking for a referral to a friend the customer mentioned. The call ended without any concrete next steps.\"}",
  "error": null,
  "latency_ms": 33232,
  "input_tokens": 3528,
  "output_tokens": 932,
  "created_at": "2026-09-25 11:32:19",
  "sentiment": "positive",
  "sentiment_score": 0.29,
  "sentiment_confidence": "high",
  "pos": 20,
  "neg": 4,
  "lex_hits": 21,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.574,
  "agent_talk_sec": 28.6,
  "customer_talk_sec": 21.2,
  "dead_air_sec": 61.2,
  "longest_monologue_sec": 7.0,
  "agent_wpm": 304.2,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 11,
  "discovery_qs": 7,
  "words_agent": 145,
  "words_customer": 107,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178850692331",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.58,
      "end_s": 1.01,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178850692331",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.48,
      "end_s": 4.54,
      "text_en": "Hello. Arnav ji? Good afternoon. This is Ronak Mehra speaking from JSW One.",
      "text_native": "Hello. अर्णव जी? Good afternoon. रोनक मेहरा बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.7,
      "end_s": 8.54,
      "text_en": "I was seeing your account, you had registered on JSW One. Were you planning something in MS steels, sheets, coils, in material?",
      "text_native": "आपका account दिख रहा था, JSW One में register किया था आपने। कुछ MS steels में, sheets, coils में कुछ plan कर रहे थे क्या material में?"
    },
    {
      "ucid": "21112178850692331",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.82,
      "end_s": 11.82,
      "text_en": "No sir, I was just checking it out. There's no plan right now, actually.",
      "text_native": "नहीं सर, अभी तो just check out कर रहा था। अभी कोई plan नहीं है actually."
    },
    {
      "ucid": "21112178850692331",
      "idx": 4,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 14.24,
      "text_en": "What do you, I mean, what do you procure, what do you deal in?",
      "text_native": "आप क्या मतलब क्या procure करते हैं means, किस में deal करते हैं आप?"
    },
    {
      "ucid": "21112178850692331",
      "idx": 5,
      "speaker": "customer",
      "start_s": 14.36,
      "end_s": 16.84,
      "text_en": "No sir, I just checked it out randomly. Our industry is different.",
      "text_native": "नहीं सर, ये तो random मैंने check out कर लिया था। हमारी तो industry दूसरी है।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 6,
      "speaker": "agent",
      "start_s": 17.08,
      "end_s": 19.5,
      "text_en": "Okay. I understand, I can tell from the name, Dal and Floor Mills.",
      "text_native": "अच्छा। तो समझ, नाम से समझ रहा है, Dal and Floor Mills."
    },
    {
      "ucid": "21112178850692331",
      "idx": 7,
      "speaker": "customer",
      "start_s": 19.6,
      "end_s": 19.96,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 8,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 22.5,
      "text_en": "So that, so what exactly is your product? What is there in mills?",
      "text_native": "वो तो, तो ये क्या exactly क्या product है आपका ये? Mills में क्या है इसमें?"
    },
    {
      "ucid": "21112178850692331",
      "idx": 9,
      "speaker": "customer",
      "start_s": 22.82,
      "end_s": 24.98,
      "text_en": "Sir dal and flour, the name that is written. Oh, okay.",
      "text_native": "सर दाल और floor, जो नाम लिखा है। अच्छा, okay."
    },
    {
      "ucid": "21112178850692331",
      "idx": 10,
      "speaker": "agent",
      "start_s": 25.0,
      "end_s": 25.2,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 11,
      "speaker": "customer",
      "start_s": 25.28,
      "end_s": 26.88,
      "text_en": "Okay. We have a dal mill, sir, and a flour mill.",
      "text_native": "Okay. हमारी तो दाल mill है सर और floor mill है।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 27.46,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 13,
      "speaker": "customer",
      "start_s": 27.5,
      "end_s": 31.0,
      "text_en": "I was just checking out, I thought, are the rates on this or not. That is price on request, right?",
      "text_native": "मैं just check out कर रहा था कि मैंने कहा कि rate है इसपे नहीं है। वो तो price on request है ना?"
    },
    {
      "ucid": "21112178850692331",
      "idx": 14,
      "speaker": "agent",
      "start_s": 31.2,
      "end_s": 31.8,
      "text_en": "Yes, yes.",
      "text_native": "Yes, yes."
    },
    {
      "ucid": "21112178850692331",
      "idx": 15,
      "speaker": "agent",
      "start_s": 31.84,
      "end_s": 36.84,
      "text_en": "No, it's like the prices get updated daily, right? So if you need any specific materials, then I can tell you about that. What metal material do you need?",
      "text_native": "नहीं वो तो कैसे कि daily daily के prices update होते रहते हैं ना। तो आपको कुछ specific materials लगता है तो मैं आपको बताऊं ना फिर उसमें। कोई metal का क्या material लगता है आपको?"
    },
    {
      "ucid": "21112178850692331",
      "idx": 16,
      "speaker": "customer",
      "start_s": 37.0,
      "end_s": 37.8,
      "text_en": "I don't need anything like that.",
      "text_native": "मेरा ऐसा कोई लगता नहीं।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 17,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 42.4,
      "text_en": "It's of no use to me. I actually have a friend. He does some work with steel. So he might need it.",
      "text_native": "मेरे तो कोई काम ही नहीं आता। मेरा actually friend है। वो करते हैं steel स्टूल का कुछ काम। तो उनका लगता होगा।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 18,
      "speaker": "agent",
      "start_s": 42.5,
      "end_s": 42.8,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.84,
      "end_s": 49.5,
      "text_en": "Okay, then I'll do one thing, share my number, number, my number with him. If he needs anything, he can directly get the pricing, whatever update it is, from me.",
      "text_native": "ठीक है तो मैं आपको एक काम करता हूं, उनको मेरा number, number, मेरा number share करके रख दीजिए उनके साथ में। कुछ लगता है तो कैसे directly मेरे से वो pricing, जो भी रहेगा वो update ले सकते हैं मेरे से।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 20,
      "speaker": "customer",
      "start_s": 49.8,
      "end_s": 51.0,
      "text_en": "Okay sir, okay.",
      "text_native": "Okay sir, okay."
    },
    {
      "ucid": "21112178850692331",
      "idx": 21,
      "speaker": "agent",
      "start_s": 51.5,
      "end_s": 52.8,
      "text_en": "Yeah. Thank you, Arnav ji.",
      "text_native": "Yeah. Thank you अर्णव जी आप।"
    },
    {
      "ucid": "21112178850692331",
      "idx": 22,
      "speaker": "customer",
      "start_s": 53.0,
      "end_s": 54.5,
      "text_en": "Okay. Thank you sir. Thank you.",
      "text_native": "Okay. Thank you sir. Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178850692331",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Hello. Arnav ji? Good afternoon. This is Ronak Mehra speaking from JSW One.",
      "comment": "The agent used a standard, polite opening."
    },
    {
      "ucid": "21112178850692331",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "Arnav ji?... I can tell from the name, Dal and Floor Mills.",
      "comment": "The agent confirmed the contact's name and company, and attempted to understand procurement needs, but did not ask for city or best contact details."
    },
    {
      "ucid": "21112178850692331",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "what do you deal in?... We have a dal mill, sir, and a flour mill.",
      "comment": "The agent correctly identified the business type, but the customer was not a steel user, so no further discovery on steel procurement was possible. This fails the threshold of 4 questions."
    },
    {
      "ucid": "21112178850692331",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "No, it's like the prices get updated daily, right? So if you need any specific materials, then I can tell you about that.",
      "comment": "The agent responded to a direct question about price but did not proactively educate the customer on the platform's value propositions like delivered pricing or test certificates."
    },
    {
      "ucid": "21112178850692331",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I don't need anything like that.",
      "comment": "The customer confirmed they have no requirement, and the agent did not schedule a specific callback date, instead pivoting to a referral."
    },
    {
      "ucid": "21112178850692331",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah. Thank you, Arnav ji.",
      "comment": "The call ended without a quote, a specific callback scheduled in the CRM, or a platform walkthrough."
    }
  ],
  "objections": [
    {
      "ucid": "21112178850692331",
      "obj_type": "just_registered_to_check",
      "state": "mishandled",
      "evidence": "No sir, I was just checking it out. There's no plan right now, actually.",
      "response": "What do you, I mean, what do you procure, what do you deal in?"
    }
  ],
  "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": []
}