{
  "ucid": "21112178901518921",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 10:09:49",
  "end_time": "2026-09-10 10:11:50",
  "duration_sec": 121,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAaa6aa7c972d3aa50ebd6fa44ccbd3a65.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 430,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178901518921__DIAaa6aa7c972d3aa50ebd6fa44ccbd3a65.mp3",
  "audio_bytes": 319464,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 106.488,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Yes, Panchal ji, hello.   (हां, पांचाल जी, नमस्ते।)\n[4s] CUSTOMER: Yes, tell me sir.   (हां, बोलो सर।)\n[4s] AGENT: Panchal ji, Rohit Mishra is speaking from JSW One.   (पांचाल जी, रोहित मिश्रा बात कर रहा हूं JSW One से।)\n[7s] CUSTOMER: From where?   (कहां से?)\n[8s] AGENT: From JSW One.   (JSW One से।)\n[9s] CUSTOMER: Yes, speak.   (हां, बोलिए।)\n[10s] AGENT: Panchal ji, this is your company called Siddheshwari Engineering. You had registered on our platform.   (पांचाल जी, ये सिद्धेश्वरी इंजीनियरिंग करके आपकी कंपनी है। आपने हमारे प्लेटफॉर्म पे रजिस्टर किया था।)\n[14s] CUSTOMER: Yes, yes.   (हां हां।)\n[14s] AGENT: So, uh, you had given a requirement for some CR2.   (तो, अह, आपने कुछ CR2 की रिक्वायरमेंट दी थी।)\n[17s] CUSTOMER: Yes, yes, yes.   (हां हां हां।)\n[18s] AGENT: So, uh, right now, what kind of work do you do? Is it manufacturing or trading?   (तो, अह, अभी आपका मतलब किस चीज का काम है? मैन्युफैक्चरिंग है या फिर ट्रेडिंग है?)\n[21s] CUSTOMER: No, manufacturing.   (नहीं, मैन्युफैक्चरिंग का।)\n[22s] AGENT: Hmm hmm hmm hmm.   (हम्म हम्म हम्म हम्म।)\n[24s] AGENT: What is your requirement in CR right now?   (अभी क्या रिक्वायरमेंट है आपको CR में?)\n[26s] CUSTOMER: In CR, I need a 2 mm, 2.5 mm sheet.   (CR में 2 mm का, 2.5 mm का शीट चाहिए मेरेको।)\n[28s] AGENT: Okay. How many tons will it be?   (अच्छा। कितना टन रहेगा?)\n[30s] CUSTOMER: I have written that inside.   (वो मैं अभी अंदर लिखा है।)\n[32s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[32s] CUSTOMER: What is the minimum quantity one has to do in that?   (कितनी मिनिमम क्वांटिटी कितनी करनी पड़ती उसमें?)\n[35s] AGENT: Our minimum is 5 tons, sir.   (मिनिमम 5 टन है जी हमारा।)\n[36s] CUSTOMER: 5 tons?   (5 टन?)\n[37s] AGENT: Yes yes, the minimum is 5 tons.   (हां हां, मिनिमम 5 टन होता है।)\n[38s] AGENT: You need it in Daskroi, you need it in Daskroi, right?   (आपको दसक्रोई में चाहिए, दसक्रोई में चाहिए ना?)\n[40s] CUSTOMER: Yes.   (हां।)\n[41s] AGENT: Yes. Yes, okay. Is the requirement for trading or do you do some manufacturing?   (हां। हां, ठीक है ना। अभी रिक्वायरमेंट ट्रेडिंग के लिए है या फिर कुछ मैन्युफैक्चरिंग करते हैं आप?)\n[44s] CUSTOMER: No, I need it for manufacturing only.   (नहीं, मैन्युफैक्चरिंग के लिए ही चाहिए मेरेको।)\n[46s] AGENT: How much do you need? What quantity do you need now?   (कितना चाहिए? क्वांटिटी कितना चाहिए अभी?)\n[48s] CUSTOMER: Mine is less right now, very less.   (मेरी तो अभी कम है, बहुत कम है।)\n[49s] AGENT: So how much is it? Tell me. How many sheets is it?   (तो कितना है? बताइए ना आप। कितना शीट का है?)\n[51s] CUSTOMER: I only need two sheets right now. That's why I was just looking.   (दो शीट ही चाहिए मेरेको अभी तो। इसके लिए मैंने खाली देख रहा था।)\n[54s] AGENT: Hmm.   (हम्म।)\n[55s] AGENT: You need two sheets?   (दो शीट चाहिए?)\n[56s] CUSTOMER: Yes.   (हां।)\n[57s] AGENT: Uh, okay. I'll see if it's possible.   (अह, ठीक है। मैं देख लेता हूं अगर पॉसिबल होता है तो।)\n[59s] CUSTOMER: Yes.   (हां।)\n[59s] AGENT: If it happens, I will let you know.   (होता है तो मैं बताता हूं आपको।)\n[61s] AGENT: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 38,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "38 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": 4.5,
  "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's requirement is far below the 5-ton MOQ, clearly state the policy and close the call professionally instead of offering a vague promise to 'check if it's possible'.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "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 customer confirmed their platform submission for CR sheets. The agent revalidated most details and confirmed the customer is a manufacturer. The call ended when the customer revealed their requirement was only for 'two sheets', which is far below the 5-ton MOQ, and the agent gave a non-committal response to check for possibilities.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had registered on our platform.\", \"comment\": \"The agent correctly opened the call by referencing the customer's action on the JSW One platform.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"you had given a requirement for some CR2... In CR, I need a 2 mm, 2.5 mm sheet... How many tons will it be?... You need it in Daskroi, right?\", \"comment\": \"Agent confirmed product, thickness, quantity, and location, but missed revalidating the delivery timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"what kind of work do you do? Is it manufacturing or trading?\", \"comment\": \"Agent only asked about the customer's business type (manufacturing/trading) and failed to probe for monthly consumption, current brands, or other key discovery points.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll see if it's possible. If it happens, I will let you know.\", \"comment\": \"After learning the quantity was below MOQ, the agent gave a vague, non-committal closing instead of stating a clear price, timeline, or policy.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"What is your requirement in CR right now?\", \"comment\": \"The agent correctly focused only on the customer's stated requirement and did not waste time re-pitching other products.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer's requirement is far below the 5-ton MOQ, clearly state the policy and close the call professionally instead of offering a vague promise to 'check if it's possible'.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": \"two sheets\", \"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 confirmed their platform submission for CR sheets. The agent revalidated most details and confirmed the customer is a manufacturer. The call ended when the customer revealed their requirement was only for 'two sheets', which is far below the 5-ton MOQ, and the agent gave a non-committal response to check for possibilities.\"}",
  "error": null,
  "latency_ms": 40279,
  "input_tokens": 3699,
  "output_tokens": 757,
  "created_at": "2026-09-25 11:11:48",
  "sentiment": "negative",
  "sentiment_score": -0.164,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.643,
  "agent_talk_sec": 30.4,
  "customer_talk_sec": 16.9,
  "dead_air_sec": 73.7,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 315.8,
  "interruptions": 0,
  "agent_turns": 21,
  "customer_turns": 17,
  "discovery_qs": 11,
  "words_agent": 160,
  "words_customer": 75,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178901518921",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.97,
      "end_s": 1.44,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.26,
      "end_s": 3.5,
      "text_en": "Yes, Panchal ji, hello.",
      "text_native": "हां, पांचाल जी, नमस्ते।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.84,
      "end_s": 4.38,
      "text_en": "Yes, tell me sir.",
      "text_native": "हां, बोलो सर।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.41,
      "end_s": 6.54,
      "text_en": "Panchal ji, Rohit Mishra is speaking from JSW One.",
      "text_native": "पांचाल जी, रोहित मिश्रा बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.1,
      "end_s": 7.6,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.82,
      "end_s": 8.7,
      "text_en": "From JSW One.",
      "text_native": "JSW One से।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.2,
      "end_s": 9.69,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.94,
      "end_s": 13.4,
      "text_en": "Panchal ji, this is your company called Siddheshwari Engineering. You had registered on our platform.",
      "text_native": "पांचाल जी, ये सिद्धेश्वरी इंजीनियरिंग करके आपकी कंपनी है। आपने हमारे प्लेटफॉर्म पे रजिस्टर किया था।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.66,
      "end_s": 14.06,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.2,
      "end_s": 16.7,
      "text_en": "So, uh, you had given a requirement for some CR2.",
      "text_native": "तो, अह, आपने कुछ CR2 की रिक्वायरमेंट दी थी।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 17.67,
      "text_en": "Yes, yes, yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.0,
      "end_s": 20.8,
      "text_en": "So, uh, right now, what kind of work do you do? Is it manufacturing or trading?",
      "text_native": "तो, अह, अभी आपका मतलब किस चीज का काम है? मैन्युफैक्चरिंग है या फिर ट्रेडिंग है?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 22.1,
      "text_en": "No, manufacturing.",
      "text_native": "नहीं, मैन्युफैक्चरिंग का।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.4,
      "end_s": 23.3,
      "text_en": "Hmm hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 14,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 25.2,
      "text_en": "What is your requirement in CR right now?",
      "text_native": "अभी क्या रिक्वायरमेंट है आपको CR में?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 15,
      "speaker": "customer",
      "start_s": 25.5,
      "end_s": 27.9,
      "text_en": "In CR, I need a 2 mm, 2.5 mm sheet.",
      "text_native": "CR में 2 mm का, 2.5 mm का शीट चाहिए मेरेको।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 16,
      "speaker": "agent",
      "start_s": 28.1,
      "end_s": 29.3,
      "text_en": "Okay. How many tons will it be?",
      "text_native": "अच्छा। कितना टन रहेगा?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 17,
      "speaker": "customer",
      "start_s": 29.9,
      "end_s": 31.3,
      "text_en": "I have written that inside.",
      "text_native": "वो मैं अभी अंदर लिखा है।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 18,
      "speaker": "agent",
      "start_s": 31.8,
      "end_s": 32.1,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 19,
      "speaker": "customer",
      "start_s": 32.4,
      "end_s": 34.4,
      "text_en": "What is the minimum quantity one has to do in that?",
      "text_native": "कितनी मिनिमम क्वांटिटी कितनी करनी पड़ती उसमें?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 20,
      "speaker": "agent",
      "start_s": 34.6,
      "end_s": 35.9,
      "text_en": "Our minimum is 5 tons, sir.",
      "text_native": "मिनिमम 5 टन है जी हमारा।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 21,
      "speaker": "customer",
      "start_s": 36.2,
      "end_s": 36.7,
      "text_en": "5 tons?",
      "text_native": "5 टन?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 22,
      "speaker": "agent",
      "start_s": 36.9,
      "end_s": 38.1,
      "text_en": "Yes yes, the minimum is 5 tons.",
      "text_native": "हां हां, मिनिमम 5 टन होता है।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 23,
      "speaker": "agent",
      "start_s": 38.4,
      "end_s": 39.9,
      "text_en": "You need it in Daskroi, you need it in Daskroi, right?",
      "text_native": "आपको दसक्रोई में चाहिए, दसक्रोई में चाहिए ना?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 24,
      "speaker": "customer",
      "start_s": 40.1,
      "end_s": 40.4,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 25,
      "speaker": "agent",
      "start_s": 40.9,
      "end_s": 43.5,
      "text_en": "Yes. Yes, okay. Is the requirement for trading or do you do some manufacturing?",
      "text_native": "हां। हां, ठीक है ना। अभी रिक्वायरमेंट ट्रेडिंग के लिए है या फिर कुछ मैन्युफैक्चरिंग करते हैं आप?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 26,
      "speaker": "customer",
      "start_s": 43.7,
      "end_s": 45.3,
      "text_en": "No, I need it for manufacturing only.",
      "text_native": "नहीं, मैन्युफैक्चरिंग के लिए ही चाहिए मेरेको।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 27,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 47.1,
      "text_en": "How much do you need? What quantity do you need now?",
      "text_native": "कितना चाहिए? क्वांटिटी कितना चाहिए अभी?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 28,
      "speaker": "customer",
      "start_s": 47.6,
      "end_s": 49.1,
      "text_en": "Mine is less right now, very less.",
      "text_native": "मेरी तो अभी कम है, बहुत कम है।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 29,
      "speaker": "agent",
      "start_s": 49.3,
      "end_s": 50.9,
      "text_en": "So how much is it? Tell me. How many sheets is it?",
      "text_native": "तो कितना है? बताइए ना आप। कितना शीट का है?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 30,
      "speaker": "customer",
      "start_s": 51.1,
      "end_s": 53.8,
      "text_en": "I only need two sheets right now. That's why I was just looking.",
      "text_native": "दो शीट ही चाहिए मेरेको अभी तो। इसके लिए मैंने खाली देख रहा था।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 31,
      "speaker": "agent",
      "start_s": 54.4,
      "end_s": 54.6,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 32,
      "speaker": "agent",
      "start_s": 55.1,
      "end_s": 55.8,
      "text_en": "You need two sheets?",
      "text_native": "दो शीट चाहिए?"
    },
    {
      "ucid": "21112178901518921",
      "idx": 33,
      "speaker": "customer",
      "start_s": 56.0,
      "end_s": 56.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 34,
      "speaker": "agent",
      "start_s": 56.7,
      "end_s": 58.6,
      "text_en": "Uh, okay. I'll see if it's possible.",
      "text_native": "अह, ठीक है। मैं देख लेता हूं अगर पॉसिबल होता है तो।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 35,
      "speaker": "customer",
      "start_s": 58.7,
      "end_s": 58.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 36,
      "speaker": "agent",
      "start_s": 59.3,
      "end_s": 60.3,
      "text_en": "If it happens, I will let you know.",
      "text_native": "होता है तो मैं बताता हूं आपको।"
    },
    {
      "ucid": "21112178901518921",
      "idx": 37,
      "speaker": "agent",
      "start_s": 61.0,
      "end_s": 61.3,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178901518921",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "You had registered on our platform.",
      "comment": "The agent correctly opened the call by referencing the customer's action on the JSW One platform."
    },
    {
      "ucid": "21112178901518921",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "you had given a requirement for some CR2... In CR, I need a 2 mm, 2.5 mm sheet... How many tons will it be?... You need it in Daskroi, right?",
      "comment": "Agent confirmed product, thickness, quantity, and location, but missed revalidating the delivery timeline."
    },
    {
      "ucid": "21112178901518921",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "what kind of work do you do? Is it manufacturing or trading?",
      "comment": "Agent only asked about the customer's business type (manufacturing/trading) and failed to probe for monthly consumption, current brands, or other key discovery points."
    },
    {
      "ucid": "21112178901518921",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll see if it's possible. If it happens, I will let you know.",
      "comment": "After learning the quantity was below MOQ, the agent gave a vague, non-committal closing instead of stating a clear price, timeline, or policy."
    },
    {
      "ucid": "21112178901518921",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "What is your requirement in CR right now?",
      "comment": "The agent correctly focused only on the customer's stated requirement and did not waste time re-pitching other products."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}