{
  "ucid": "21112178877710361",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 16:01:43",
  "end_time": "2026-09-07 16:03:31",
  "duration_sec": 108,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd9d3f1df214a1f53b4d2d4e499c3d8b0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 704,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178877710361__DIAd9d3f1df214a1f53b4d2d4e499c3d8b0.mp3",
  "audio_bytes": 245160,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 81.72,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello?   (हेलो?)\n[6s] CUSTOMER: Hello?   (हेलो?)\n[7s] AGENT: Yes, am I speaking with Shri Lakshmi Enterprise?   (हां, श्री लक्ष्मी एंटरप्राइज से बात कर रहे हैं?)\n[8s] CUSTOMER: Yes sir.   (हां सर।)\n[10s] AGENT: Uh, you had an inquiry for JSW hot roll coil, BSK.   (अह आपकी एक इन्क्वायरी थी, JSW hot roll coil BSK करके।)\n[13s] CUSTOMER: Yes sir, yes, there was an inquiry.   (हां सर, हां, इन्क्वायरी थी।)\n[14s] AGENT: Yes, Posco, CR, so for all these, I mean, I see the quantity is one ton each, one, one and a half tons each. So can this be increased?   (हां, Posco, CR, तो इन सब मतलब क्वांटिटी मैं देख रहा हूं कि एक-एक टन है, एक-एक, डेढ़-डेढ़ टन है। तो यह बढ़ सकता है?)\n[19s] CUSTOMER: We need that, sir, we need one ton each in different thicknesses. That 1.2, 1 mm, 1.5, we need one ton of each.   (वो हमको, वो सर वो हमको थिकनेस में अलग-अलग एक-एक टन चाहिए। वो 1.2 का, 1 mm का, 1.5 का, सबका चाहिए एक-एक टन।)\n[25s] AGENT: Hmm.   (हम्म।)\n[27s] AGENT: I won't be able to give one ton. Our total MOQ is five tons. I can do that much.   (एक टन तो मैं नहीं दे पाऊंगा। टोटल फाइव टन्स हमारा MOQ है। उतना मैं कर सकता हूं।)\n[31s] CUSTOMER: Minimum five tons, sir?   (मिनिमम फाइव टन्स सर?)\n[32s] AGENT: Minimum five tons, right.   (मिनिमम फाइव टन्स, राइट।)\n[34s] CUSTOMER: For one thickness or is it different for different ones?   (एक थिकनेस का और यह अलग-अलग चाहिए, अलग-अलग होता है?)\n[37s] AGENT: For one thickness.   (एक थिकनेस का।)\n[38s] CUSTOMER: For one thickness, your minimum is five tons? Then I didn't need that much, sir.   (एक थिकनेस का आप मिनिमम फाइव टन्स है? तो उतना नहीं चाहिए था सर।)\n[41s] CUSTOMER: I needed 30 tons of different thicknesses.   (मेरेको 30 टन्स चाहिए थे अलग-अलग थिकनेस का।)\n[44s] AGENT: Oh, okay.   (अच्छा।)\n[44s] CUSTOMER: Yes, 30, 3-0.   (हां, 30, 3-0.)\n[46s] AGENT: 3-0.\n[46s] CUSTOMER: GP, CR, HR, I needed it in all three.   (GP, CR, HR, वो तीनों में चाहिए था।)\n[49s] AGENT: Okay, I'll let you know then.   (ठीक है, मैं बताता हूं चलिए।)\n[51s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "noisy: Background office noise is present, especially on the agent's side, but it doesn't significantly hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "When a customer reveals a large total requirement (30 tons) split into smaller lots, do not stop at the MOQ for one item; instead, treat it as a high-value opportunity and explore solutions.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "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": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer inquired for small lots (1-1.5 tons) of various coil types. The agent immediately stated a 5-ton MOQ per thickness and was ready to end the call. The customer then clarified their total requirement is 30 tons, but the agent failed to adapt and ended the call with a vague promise to 'let you know', fumbling a high-potential lead.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, you had an inquiry for JSW hot roll coil, BSK.\", \"comment\": \"Agent correctly referenced the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Yes, Posco, CR, so for all these, I mean, I see the quantity is one ton each...\", \"comment\": \"Agent only confirmed product and quantity, failing to validate thickness, width, location, or timeline before jumping to an MOQ discussion.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, end use, or total consumption, missing the key information that the total need was 30 tons.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"Okay, I'll let you know then.\", \"comment\": \"Agent did not provide a price, confirm stock, or set a specific timeline for a revert, ending with a vague and non-committal closing.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, you had an inquiry for JSW hot roll coil, BSK.\", \"comment\": \"Agent stuck to the products the customer inquired about and did not waste time re-pitching the entire JSW portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer reveals a large total requirement (30 tons) split into smaller lots, do not stop at the MOQ for one item; instead, treat it as a high-value opportunity and explore solutions.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"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 inquired for small lots (1-1.5 tons) of various coil types. The agent immediately stated a 5-ton MOQ per thickness and was ready to end the call. The customer then clarified their total requirement is 30 tons, but the agent failed to adapt and ended the call with a vague promise to 'let you know', fumbling a high-potential lead.\"}",
  "error": null,
  "latency_ms": 34215,
  "input_tokens": 3356,
  "output_tokens": 734,
  "created_at": "2026-09-25 11:24:07",
  "sentiment": "negative",
  "sentiment_score": -0.273,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 3,
  "lex_hits": 2,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.487,
  "agent_talk_sec": 18.3,
  "customer_talk_sec": 19.3,
  "dead_air_sec": 70.4,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 282.0,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 11,
  "discovery_qs": 3,
  "words_agent": 86,
  "words_customer": 85,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178877710361",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.38,
      "end_s": 5.78,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178877710361",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.1,
      "end_s": 6.42,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178877710361",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 8.1,
      "text_en": "Yes, am I speaking with Shri Lakshmi Enterprise?",
      "text_native": "हां, श्री लक्ष्मी एंटरप्राइज से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178877710361",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.44,
      "end_s": 8.98,
      "text_en": "Yes sir.",
      "text_native": "हां सर।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 4,
      "speaker": "agent",
      "start_s": 9.6,
      "end_s": 12.28,
      "text_en": "Uh, you had an inquiry for JSW hot roll coil, BSK.",
      "text_native": "अह आपकी एक इन्क्वायरी थी, JSW hot roll coil BSK करके।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.6,
      "end_s": 13.9,
      "text_en": "Yes sir, yes, there was an inquiry.",
      "text_native": "हां सर, हां, इन्क्वायरी थी।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 6,
      "speaker": "agent",
      "start_s": 14.2,
      "end_s": 19.2,
      "text_en": "Yes, Posco, CR, so for all these, I mean, I see the quantity is one ton each, one, one and a half tons each. So can this be increased?",
      "text_native": "हां, Posco, CR, तो इन सब मतलब क्वांटिटी मैं देख रहा हूं कि एक-एक टन है, एक-एक, डेढ़-डेढ़ टन है। तो यह बढ़ सकता है?"
    },
    {
      "ucid": "21112178877710361",
      "idx": 7,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 24.7,
      "text_en": "We need that, sir, we need one ton each in different thicknesses. That 1.2, 1 mm, 1.5, we need one ton of each.",
      "text_native": "वो हमको, वो सर वो हमको थिकनेस में अलग-अलग एक-एक टन चाहिए। वो 1.2 का, 1 mm का, 1.5 का, सबका चाहिए एक-एक टन।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 8,
      "speaker": "agent",
      "start_s": 25.3,
      "end_s": 26.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 9,
      "speaker": "agent",
      "start_s": 26.9,
      "end_s": 30.6,
      "text_en": "I won't be able to give one ton. Our total MOQ is five tons. I can do that much.",
      "text_native": "एक टन तो मैं नहीं दे पाऊंगा। टोटल फाइव टन्स हमारा MOQ है। उतना मैं कर सकता हूं।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 10,
      "speaker": "customer",
      "start_s": 31.3,
      "end_s": 32.3,
      "text_en": "Minimum five tons, sir?",
      "text_native": "मिनिमम फाइव टन्स सर?"
    },
    {
      "ucid": "21112178877710361",
      "idx": 11,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 33.6,
      "text_en": "Minimum five tons, right.",
      "text_native": "मिनिमम फाइव टन्स, राइट।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 12,
      "speaker": "customer",
      "start_s": 34.0,
      "end_s": 36.4,
      "text_en": "For one thickness or is it different for different ones?",
      "text_native": "एक थिकनेस का और यह अलग-अलग चाहिए, अलग-अलग होता है?"
    },
    {
      "ucid": "21112178877710361",
      "idx": 13,
      "speaker": "agent",
      "start_s": 37.1,
      "end_s": 37.9,
      "text_en": "For one thickness.",
      "text_native": "एक थिकनेस का।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 14,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 40.6,
      "text_en": "For one thickness, your minimum is five tons? Then I didn't need that much, sir.",
      "text_native": "एक थिकनेस का आप मिनिमम फाइव टन्स है? तो उतना नहीं चाहिए था सर।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 15,
      "speaker": "customer",
      "start_s": 41.0,
      "end_s": 43.2,
      "text_en": "I needed 30 tons of different thicknesses.",
      "text_native": "मेरेको 30 टन्स चाहिए थे अलग-अलग थिकनेस का।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 16,
      "speaker": "agent",
      "start_s": 43.6,
      "end_s": 44.1,
      "text_en": "Oh, okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 17,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.5,
      "text_en": "Yes, 30, 3-0.",
      "text_native": "हां, 30, 3-0."
    },
    {
      "ucid": "21112178877710361",
      "idx": 18,
      "speaker": "agent",
      "start_s": 45.5,
      "end_s": 46.0,
      "text_en": "3-0.",
      "text_native": "3-0."
    },
    {
      "ucid": "21112178877710361",
      "idx": 19,
      "speaker": "customer",
      "start_s": 46.4,
      "end_s": 48.6,
      "text_en": "GP, CR, HR, I needed it in all three.",
      "text_native": "GP, CR, HR, वो तीनों में चाहिए था।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 20,
      "speaker": "agent",
      "start_s": 49.0,
      "end_s": 50.4,
      "text_en": "Okay, I'll let you know then.",
      "text_native": "ठीक है, मैं बताता हूं चलिए।"
    },
    {
      "ucid": "21112178877710361",
      "idx": 21,
      "speaker": "customer",
      "start_s": 50.7,
      "end_s": 51.1,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178877710361",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh, you had an inquiry for JSW hot roll coil, BSK.",
      "comment": "Agent correctly referenced the customer's platform inquiry at the start of the call."
    },
    {
      "ucid": "21112178877710361",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "Yes, Posco, CR, so for all these, I mean, I see the quantity is one ton each...",
      "comment": "Agent only confirmed product and quantity, failing to validate thickness, width, location, or timeline before jumping to an MOQ discussion."
    },
    {
      "ucid": "21112178877710361",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions about the customer's business, end use, or total consumption, missing the key information that the total need was 30 tons."
    },
    {
      "ucid": "21112178877710361",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I'll let you know then.",
      "comment": "Agent did not provide a price, confirm stock, or set a specific timeline for a revert, ending with a vague and non-committal closing."
    },
    {
      "ucid": "21112178877710361",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh, you had an inquiry for JSW hot roll coil, BSK.",
      "comment": "Agent stuck to the products the customer inquired about and did not waste time re-pitching the entire JSW portfolio."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}