{
  "ucid": "21112178877722881",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 16:03:48",
  "end_time": "2026-09-07 16:05:31",
  "duration_sec": 103,
  "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/DIA51e15d8862a1dd616a86fcf29d74651f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 701,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178877722881__DIA51e15d8862a1dd616a86fcf29d74651f.mp3",
  "audio_bytes": 248832,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 82.944,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[6s] CUSTOMER: Hello?\n[6s] AGENT: Hello sir.   (Hello ji.)\n[7s] AGENT: Regarding that thing of yours, this is Rohit speaking, sir, from JSW.   (आपका जो वो था ना, Rohit बात कर रहा हूं जी, JSW से।)\n[10s] CUSTOMER: Yes.   (जी।)\n[11s] AGENT: Your this requirement for HR sheet,   (आपका जो ये था ना requirement HR sheet का,)\n[12s] CUSTOMER: Yes.   (जी।)\n[13s] AGENT: I have received its rate as 62,000 delivered.   (उसका rate आया है मुझे 62,000 delivered.)\n[15s] CUSTOMER: 62,000 delivered.\n[17s] AGENT: Yes.   (हां।)\n[17s] CUSTOMER: Yes, yes.   (हां हां।)\n[18s] CUSTOMER: Okay.   (अच्छा।)\n[18s] AGENT: And your angle, that hasn't come yet.   (और आपका जो angle है, वो तो अभी तक आया नहीं है।)\n[21s] AGENT: So, I will have to find out about that.   (तो उसका मेरेको पता करना होगा।)\n[23s] AGENT: But yes, this that you have, what do you call it,   (पर क्या ये जो है आपका, ये क्या कहते हैं,)\n[25s] AGENT: HR sheet, that is 62,000 delivered.   (HR sheet, वो 62,000 delivered है।)\n[27s] CUSTOMER: Sir, this is including GST, right sir?   (ये सर including GST है ना सर?)\n[29s] AGENT: No no no, excluding. How can it be so cheap including GST?   (नहीं नहीं नहीं, excluding. Including GST कहां से आ जाएगा इतना सस्ता?)\n[31s] CUSTOMER: Okay.   (अच्छा।)\n[32s] CUSTOMER: So GST will be payable separately on this.   (तो इसपे GST अलग से payable होगा।)\n[34s] AGENT: Yes yes yes, absolutely, absolutely.   (जी जी जी, बिलकुल बिलकुल।)\n[35s] CUSTOMER: Okay.\n[36s] AGENT: And if you want, you can do a self-pickup. Uh, yes.   (और आप चाहो तो self-pickup कर सकते हो। अ, हां।)\n[39s] AGENT: You can do a self-pickup.   (Self-pickup कर सकते हो आप।)\n[41s] CUSTOMER: Where will I have to do it from, sir?   (कहां से करना होगा सर ये?)\n[42s] AGENT: This will have to be done from Ghaziabad.   (ये Ghaziabad से करना होगा।)\n[44s] CUSTOMER: Okay.   (अच्छा।)\n[45s] AGENT: Hmm.   (हम्म।)\n[46s] CUSTOMER: Okay sir, no, this will be costly. I will have to take it locally then.   (ठीक है सर, नहीं, ये तो costly पड़ेगा इसको। Locally मुझे लेना पड़ेगा फिर तो।)\n[49s] AGENT: How much, is it one rupee less for you?   (कितना, एक रुपये कम पड़ रहा है आपको?)\n[50s] CUSTOMER: No no, I'm saying I'll have to take it locally, otherwise the transportation from Ghaziabad will be a lot.   (नहीं नहीं, कह रहा हूं locally ही लेना पड़ेगा, वरना Ghaziabad से इसको लाने का transportation काफी हो जाएगा।)\n[53s] AGENT: Where do you need it?   (आपका कहां पे चाहिए आपको?)\n[54s] CUSTOMER: Kanpur.\n[56s] AGENT: Kanpur, right? Okay.   (Kanpur ना? ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 33,
  "connected": 1,
  "audio_notes": "clear: Some background chatter on the agent's side, but it doesn't affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "33 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": "You must revalidate all key details—especially delivery location—before quoting a price, to avoid immediate objections on landed cost.",
  "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 agent followed up on a web requirement for HR sheet and angle. He quoted a price for the HR sheet (ex-Ghaziabad) but had not yet sourced the price for the angle. The customer, located in Kanpur, objected that the transportation from Ghaziabad would make the material too costly and stated he would buy locally. The call ended without a resolution or clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your this requirement for HR sheet,\", \"comment\": \"The agent correctly referenced the customer's prior online submission.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"Agent only confirmed product ('HR sheet') and delivery location ('Kanpur'), failing to revalidate thickness, width, quantity, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, usage, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I have received its rate as 62,000 delivered.\", \"comment\": \"The agent provided a specific price for the HR sheet and stated he would find out the price for the other item.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your this requirement for HR sheet,\", \"comment\": \"The agent did not pitch any unnecessary products and stuck to the customer's inquiry.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must revalidate all key details—especially delivery location—before quoting a price, to avoid immediate objections on landed cost.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Okay sir, no, this will be costly. I will have to take it locally then.\", \"response\": \"How much, is it one rupee less for you?\"}], \"call_summary\": \"The agent followed up on a web requirement for HR sheet and angle. He quoted a price for the HR sheet (ex-Ghaziabad) but had not yet sourced the price for the angle. The customer, located in Kanpur, objected that the transportation from Ghaziabad would make the material too costly and stated he would buy locally. The call ended without a resolution or clear next step.\"}",
  "error": null,
  "latency_ms": 35217,
  "input_tokens": 3492,
  "output_tokens": 730,
  "created_at": "2026-09-25 11:24:06",
  "sentiment": "negative",
  "sentiment_score": -0.24,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 10,
  "lex_hits": 15,
  "objection_phrases": "[\"price\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.661,
  "agent_talk_sec": 25.7,
  "customer_talk_sec": 13.2,
  "dead_air_sec": 64.1,
  "longest_monologue_sec": 7.3,
  "agent_wpm": 291.8,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 15,
  "discovery_qs": 4,
  "words_agent": 125,
  "words_customer": 71,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178877722881",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.88,
      "end_s": 6.28,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178877722881",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 6.93,
      "text_en": "Hello sir.",
      "text_native": "Hello ji."
    },
    {
      "ucid": "21112178877722881",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.4,
      "end_s": 9.8,
      "text_en": "Regarding that thing of yours, this is Rohit speaking, sir, from JSW.",
      "text_native": "आपका जो वो था ना, Rohit बात कर रहा हूं जी, JSW से।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.9,
      "end_s": 10.18,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.57,
      "end_s": 12.0,
      "text_en": "Your this requirement for HR sheet,",
      "text_native": "आपका जो ये था ना requirement HR sheet का,"
    },
    {
      "ucid": "21112178877722881",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 12.4,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.67,
      "end_s": 14.5,
      "text_en": "I have received its rate as 62,000 delivered.",
      "text_native": "उसका rate आया है मुझे 62,000 delivered."
    },
    {
      "ucid": "21112178877722881",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.0,
      "end_s": 16.2,
      "text_en": "62,000 delivered.",
      "text_native": "62,000 delivered."
    },
    {
      "ucid": "21112178877722881",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.6,
      "end_s": 16.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 17.5,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.9,
      "end_s": 18.2,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.3,
      "end_s": 20.4,
      "text_en": "And your angle, that hasn't come yet.",
      "text_native": "और आपका जो angle है, वो तो अभी तक आया नहीं है।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 12,
      "speaker": "agent",
      "start_s": 20.9,
      "end_s": 23.0,
      "text_en": "So, I will have to find out about that.",
      "text_native": "तो उसका मेरेको पता करना होगा।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.3,
      "end_s": 24.8,
      "text_en": "But yes, this that you have, what do you call it,",
      "text_native": "पर क्या ये जो है आपका, ये क्या कहते हैं,"
    },
    {
      "ucid": "21112178877722881",
      "idx": 14,
      "speaker": "agent",
      "start_s": 25.3,
      "end_s": 26.9,
      "text_en": "HR sheet, that is 62,000 delivered.",
      "text_native": "HR sheet, वो 62,000 delivered है।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 15,
      "speaker": "customer",
      "start_s": 27.2,
      "end_s": 28.5,
      "text_en": "Sir, this is including GST, right sir?",
      "text_native": "ये सर including GST है ना सर?"
    },
    {
      "ucid": "21112178877722881",
      "idx": 16,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 30.9,
      "text_en": "No no no, excluding. How can it be so cheap including GST?",
      "text_native": "नहीं नहीं नहीं, excluding. Including GST कहां से आ जाएगा इतना सस्ता?"
    },
    {
      "ucid": "21112178877722881",
      "idx": 17,
      "speaker": "customer",
      "start_s": 31.3,
      "end_s": 31.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 18,
      "speaker": "customer",
      "start_s": 32.1,
      "end_s": 33.6,
      "text_en": "So GST will be payable separately on this.",
      "text_native": "तो इसपे GST अलग से payable होगा।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.8,
      "end_s": 34.9,
      "text_en": "Yes yes yes, absolutely, absolutely.",
      "text_native": "जी जी जी, बिलकुल बिलकुल।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 20,
      "speaker": "customer",
      "start_s": 35.3,
      "end_s": 35.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178877722881",
      "idx": 21,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 38.8,
      "text_en": "And if you want, you can do a self-pickup. Uh, yes.",
      "text_native": "और आप चाहो तो self-pickup कर सकते हो। अ, हां।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 22,
      "speaker": "agent",
      "start_s": 39.4,
      "end_s": 40.4,
      "text_en": "You can do a self-pickup.",
      "text_native": "Self-pickup कर सकते हो आप।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 23,
      "speaker": "customer",
      "start_s": 40.8,
      "end_s": 41.7,
      "text_en": "Where will I have to do it from, sir?",
      "text_native": "कहां से करना होगा सर ये?"
    },
    {
      "ucid": "21112178877722881",
      "idx": 24,
      "speaker": "agent",
      "start_s": 42.3,
      "end_s": 43.5,
      "text_en": "This will have to be done from Ghaziabad.",
      "text_native": "ये Ghaziabad से करना होगा।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 25,
      "speaker": "customer",
      "start_s": 43.9,
      "end_s": 44.2,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 26,
      "speaker": "agent",
      "start_s": 45.1,
      "end_s": 45.4,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 27,
      "speaker": "customer",
      "start_s": 45.8,
      "end_s": 48.4,
      "text_en": "Okay sir, no, this will be costly. I will have to take it locally then.",
      "text_native": "ठीक है सर, नहीं, ये तो costly पड़ेगा इसको। Locally मुझे लेना पड़ेगा फिर तो।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 28,
      "speaker": "agent",
      "start_s": 48.7,
      "end_s": 50.0,
      "text_en": "How much, is it one rupee less for you?",
      "text_native": "कितना, एक रुपये कम पड़ रहा है आपको?"
    },
    {
      "ucid": "21112178877722881",
      "idx": 29,
      "speaker": "customer",
      "start_s": 50.3,
      "end_s": 52.9,
      "text_en": "No no, I'm saying I'll have to take it locally, otherwise the transportation from Ghaziabad will be a lot.",
      "text_native": "नहीं नहीं, कह रहा हूं locally ही लेना पड़ेगा, वरना Ghaziabad से इसको लाने का transportation काफी हो जाएगा।"
    },
    {
      "ucid": "21112178877722881",
      "idx": 30,
      "speaker": "agent",
      "start_s": 53.1,
      "end_s": 54.1,
      "text_en": "Where do you need it?",
      "text_native": "आपका कहां पे चाहिए आपको?"
    },
    {
      "ucid": "21112178877722881",
      "idx": 31,
      "speaker": "customer",
      "start_s": 54.4,
      "end_s": 55.0,
      "text_en": "Kanpur.",
      "text_native": "Kanpur."
    },
    {
      "ucid": "21112178877722881",
      "idx": 32,
      "speaker": "agent",
      "start_s": 55.6,
      "end_s": 56.6,
      "text_en": "Kanpur, right? Okay.",
      "text_native": "Kanpur ना? ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178877722881",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Your this requirement for HR sheet,",
      "comment": "The agent correctly referenced the customer's prior online submission."
    },
    {
      "ucid": "21112178877722881",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "Agent only confirmed product ('HR sheet') and delivery location ('Kanpur'), failing to revalidate thickness, width, quantity, or timeline."
    },
    {
      "ucid": "21112178877722881",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business, usage, or procurement habits."
    },
    {
      "ucid": "21112178877722881",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I have received its rate as 62,000 delivered.",
      "comment": "The agent provided a specific price for the HR sheet and stated he would find out the price for the other item."
    },
    {
      "ucid": "21112178877722881",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Your this requirement for HR sheet,",
      "comment": "The agent did not pitch any unnecessary products and stuck to the customer's inquiry."
    }
  ],
  "objections": [
    {
      "ucid": "21112178877722881",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Okay sir, no, this will be costly. I will have to take it locally then.",
      "response": "How much, is it one rupee less for you?"
    }
  ],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": [
    "price"
  ]
}