{
  "ucid": "21112178851326561",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 14:44:25",
  "end_time": "2026-09-04 14:45:56",
  "duration_sec": 91,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb2cf6909416dad7e1a23c46aa1f4c66b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 858,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178851326561__DIAb2cf6909416dad7e1a23c46aa1f4c66b.mp3",
  "audio_bytes": 205632,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 68.544,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Yes   (हांजी)\n[2s] AGENT: Hello, I was calling from JSW, Vinod speaking. From JSW One.   (नमस्कार, मैं जेएसडब्ल्यू से बात कर रहा था, विनोद बोल रहा हूं। जेएसडब्ल्यू वन से।)\n[6s] AGENT: Your account was registered with us today itself, under the name Coma BHS Steel.   (आपका अकाउंट रजिस्टर हुआ था हमारे पास आज ही, Coma BHS Steel के नाम से करके।)\n[10s] CUSTOMER: Yes sir.   (जी सर।)\n[10s] AGENT: You had created a requirement, so I wanted to know your end application and what material you require right now.   (आपने रिक्वायरमेंट बनाई थी तो जानना था आपका एंड एप्लीकेशन और क्या मटेरियल आपको रिक्वायरमेंट है अभी।)\n[14s] CUSTOMER: Sir, I have already put the requirement in it.   (सर रिक्वायरमेंट मैंने डाल रखी है उसमे।)\n[16s] AGENT: In that, you have created one for cement, and one you have created for TMT. So which one is the live requirement? Or do you just want to know our tentative rate?   (उसमें आपने एक सीमेंट की बनाई है, एक आपने टीएमटी की बनाई है। तो लाइव रिक्वायरमेंट कौनसी है इसकी? या फिर आपको सिर्फ हमारा रेट जानना है टेंटेटिव?)\n[22s] CUSTOMER: No, I do have a requirement for cement, but I wanted to know the rates for steel.   (नहीं, सीमेंट की तो मुझे रिक्वायरमेंट है, बाकी स्टील के रेट जानने थे।)\n[25s] AGENT: Okay. See sir, we don't deal in cement in the North right now.   (अच्छा। देखो सर, सीमेंट तो हम नॉर्थ में करते नहीं हैं अभी।)\n[27s] CUSTOMER: So it's not in the North?   (तो नॉर्थ में नहीं है?)\n[28s] AGENT: Sir, we only do TMT, in that we do Prime in JSW NeoSteel.   (सर हम सिर्फ टीएमटी करते हैं, उसमें हम प्राइम में करते हैं जेएसडब्ल्यू नियोस्टील में।)\n[31s] CUSTOMER: Okay sir.   (ठीक है सर।)\n[32s] AGENT: So for that, I will need your project details to give the rate for JSW NeoSteel.   (तो उसके लिए मुझे आपकी प्रोजेक्ट डिटेल्स चाहिए होंगी, इसका रेट देने के लिए जेएसडब्ल्यू नियोस्टील में।)\n[36s] CUSTOMER: Okay sir.   (ठीक है सर।)\n[36s] AGENT: Okay, I am sending you a WhatsApp, you send me the details, I will send you the quotation.   (ठीक है, मैं आपको व्हाट्सएप कर रहा हूं, आप मुझे डिटेल्स डाल दो, मैं आपको कोटेशन भेजता हूं।)\n[39s] CUSTOMER: Okay.   (ठीक है जी।)\n[40s] AGENT: Okay?   (ठीक है?)\n[40s] CUSTOMER: Okay, thank you.\n[42s] AGENT: Yes.   (जी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly distant compared to the agent's.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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 has multiple requirements in the app, use that as your reason to re-validate all details and ask discovery questions to find the best solution, rather than just asking which one is 'live'.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 1,
  "geo_reason": "policy_excluded",
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "out_of_stock",
  "supply_details": "Agent states that cement is not supplied in the North region.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer had created requirements for both cement and TMT on the platform. The agent called to clarify, informing the customer that JSW does not supply cement in the North. The agent then pivoted to the TMT requirement and agreed to send a WhatsApp to collect project details in order to provide a quotation.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had created a requirement, so I wanted to know your end application and what material you require right now.\", \"comment\": \"Agent correctly referenced the customer's action on the platform.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only confirmed the product types (cement, TMT) but failed to revalidate quantity, location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only attempted to ask for the end application but did not pursue it or ask any other discovery questions.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I am sending you a WhatsApp, you send me the details, I will send you the quotation.\", \"comment\": \"Agent established a clear next step and timeline for providing a price.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, we only do TMT, in that we do Prime in JSW NeoSteel.\", \"comment\": \"Agent did not pitch irrelevant products and focused on TMT after clarifying cement was unavailable.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has multiple requirements in the app, use that as your reason to re-validate all details and ask discovery questions to find the best solution, rather than just asking which one is 'live'.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": true, \"geo_reason\": \"policy_excluded\", \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"not_available\", \"supply_flag\": \"out_of_stock\", \"supply_details\": \"Agent states that cement is not supplied in the North region.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"why_call_used_app\", \"state\": \"handled\", \"evidence\": \"Sir, I have already put the requirement in it.\", \"response\": \"In that, you have created one for cement, and one you have created for TMT. So which one is the live requirement?\"}], \"call_summary\": \"The customer had created requirements for both cement and TMT on the platform. The agent called to clarify, informing the customer that JSW does not supply cement in the North. The agent then pivoted to the TMT requirement and agreed to send a WhatsApp to collect project details in order to provide a quotation.\"}",
  "error": null,
  "latency_ms": 29915,
  "input_tokens": 3311,
  "output_tokens": 784,
  "created_at": "2026-09-25 11:31:16",
  "sentiment": "positive",
  "sentiment_score": 0.337,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 2,
  "lex_hits": 13,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.753,
  "agent_talk_sec": 28.9,
  "customer_talk_sec": 9.5,
  "dead_air_sec": 52.6,
  "longest_monologue_sec": 6.8,
  "agent_wpm": 290.7,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 10,
  "discovery_qs": 3,
  "words_agent": 140,
  "words_customer": 44,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178851326561",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.37,
      "end_s": 0.87,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178851326561",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.1,
      "end_s": 1.5,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178851326561",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.77,
      "end_s": 2.2,
      "text_en": "Yes",
      "text_native": "हांजी"
    },
    {
      "ucid": "21112178851326561",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 5.99,
      "text_en": "Hello, I was calling from JSW, Vinod speaking. From JSW One.",
      "text_native": "नमस्कार, मैं जेएसडब्ल्यू से बात कर रहा था, विनोद बोल रहा हूं। जेएसडब्ल्यू वन से।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 9.5,
      "text_en": "Your account was registered with us today itself, under the name Coma BHS Steel.",
      "text_native": "आपका अकाउंट रजिस्टर हुआ था हमारे पास आज ही, Coma BHS Steel के नाम से करके।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.5,
      "end_s": 10.0,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 14.0,
      "text_en": "You had created a requirement, so I wanted to know your end application and what material you require right now.",
      "text_native": "आपने रिक्वायरमेंट बनाई थी तो जानना था आपका एंड एप्लीकेशन और क्या मटेरियल आपको रिक्वायरमेंट है अभी।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 16.0,
      "text_en": "Sir, I have already put the requirement in it.",
      "text_native": "सर रिक्वायरमेंट मैंने डाल रखी है उसमे।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 21.5,
      "text_en": "In that, you have created one for cement, and one you have created for TMT. So which one is the live requirement? Or do you just want to know our tentative rate?",
      "text_native": "उसमें आपने एक सीमेंट की बनाई है, एक आपने टीएमटी की बनाई है। तो लाइव रिक्वायरमेंट कौनसी है इसकी? या फिर आपको सिर्फ हमारा रेट जानना है टेंटेटिव?"
    },
    {
      "ucid": "21112178851326561",
      "idx": 9,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 24.8,
      "text_en": "No, I do have a requirement for cement, but I wanted to know the rates for steel.",
      "text_native": "नहीं, सीमेंट की तो मुझे रिक्वायरमेंट है, बाकी स्टील के रेट जानने थे।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 10,
      "speaker": "agent",
      "start_s": 25.0,
      "end_s": 27.0,
      "text_en": "Okay. See sir, we don't deal in cement in the North right now.",
      "text_native": "अच्छा। देखो सर, सीमेंट तो हम नॉर्थ में करते नहीं हैं अभी।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 11,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 27.5,
      "text_en": "So it's not in the North?",
      "text_native": "तो नॉर्थ में नहीं है?"
    },
    {
      "ucid": "21112178851326561",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 31.0,
      "text_en": "Sir, we only do TMT, in that we do Prime in JSW NeoSteel.",
      "text_native": "सर हम सिर्फ टीएमटी करते हैं, उसमें हम प्राइम में करते हैं जेएसडब्ल्यू नियोस्टील में।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 13,
      "speaker": "customer",
      "start_s": 31.0,
      "end_s": 31.5,
      "text_en": "Okay sir.",
      "text_native": "ठीक है सर।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 14,
      "speaker": "agent",
      "start_s": 31.8,
      "end_s": 35.5,
      "text_en": "So for that, I will need your project details to give the rate for JSW NeoSteel.",
      "text_native": "तो उसके लिए मुझे आपकी प्रोजेक्ट डिटेल्स चाहिए होंगी, इसका रेट देने के लिए जेएसडब्ल्यू नियोस्टील में।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 15,
      "speaker": "customer",
      "start_s": 35.5,
      "end_s": 36.0,
      "text_en": "Okay sir.",
      "text_native": "ठीक है सर।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 16,
      "speaker": "agent",
      "start_s": 36.2,
      "end_s": 39.0,
      "text_en": "Okay, I am sending you a WhatsApp, you send me the details, I will send you the quotation.",
      "text_native": "ठीक है, मैं आपको व्हाट्सएप कर रहा हूं, आप मुझे डिटेल्स डाल दो, मैं आपको कोटेशन भेजता हूं।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 17,
      "speaker": "customer",
      "start_s": 39.0,
      "end_s": 39.5,
      "text_en": "Okay.",
      "text_native": "ठीक है जी।"
    },
    {
      "ucid": "21112178851326561",
      "idx": 18,
      "speaker": "agent",
      "start_s": 39.8,
      "end_s": 40.2,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178851326561",
      "idx": 19,
      "speaker": "customer",
      "start_s": 40.2,
      "end_s": 41.5,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    },
    {
      "ucid": "21112178851326561",
      "idx": 20,
      "speaker": "agent",
      "start_s": 41.5,
      "end_s": 42.0,
      "text_en": "Yes.",
      "text_native": "जी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851326561",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "You had created a requirement, so I wanted to know your end application and what material you require right now.",
      "comment": "Agent correctly referenced the customer's action on the platform."
    },
    {
      "ucid": "21112178851326561",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only confirmed the product types (cement, TMT) but failed to revalidate quantity, location, or timeline."
    },
    {
      "ucid": "21112178851326561",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only attempted to ask for the end application but did not pursue it or ask any other discovery questions."
    },
    {
      "ucid": "21112178851326561",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Okay, I am sending you a WhatsApp, you send me the details, I will send you the quotation.",
      "comment": "Agent established a clear next step and timeline for providing a price."
    },
    {
      "ucid": "21112178851326561",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, we only do TMT, in that we do Prime in JSW NeoSteel.",
      "comment": "Agent did not pitch irrelevant products and focused on TMT after clarifying cement was unavailable."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851326561",
      "obj_type": "why_call_used_app",
      "state": "handled",
      "evidence": "Sir, I have already put the requirement in it.",
      "response": "In that, you have created one for cement, and one you have created for TMT. So which one is the live requirement?"
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}