{
  "ucid": "21112178904147041",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:27:50",
  "end_time": "2026-09-10 17:29:49",
  "duration_sec": 119,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe5f83a3e87a3e1d231184e213964a13c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 307,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178904147041__DIAe5f83a3e87a3e1d231184e213964a13c.mp3",
  "audio_bytes": 297000,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 99.0,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello.   (हॅलो.)\n[3s] CUSTOMER: Yes.   (हां.)\n[3s] AGENT: Yeah, good evening sir. This is Abdul speaking from JSW One.   (Yeah, good evening sir. अब्दुल बात कर रहा हूं मैं JSW One से।)\n[7s] CUSTOMER: Hello.   (हॅलो.)\n[8s] CUSTOMER: Yes, tell me sir.   (हां बोलो सर।)\n[8s] AGENT: Hello hello.   (हॅलो हॅलो।)\n[9s] AGENT: Sir, you had just registered on the JSW One platform, I think it was for wire rod.   (सर आपने ना जस्ट रजिस्ट्रेशन किया था JSW One प्लेटफॉर्म पे, I think wire rod का था।)\n[12s] CUSTOMER: Correct sir.\n[14s] AGENT: Okay. So do you have any other material requirement? Is the requirement only for wire rod, sir? Grade HC H2B?   (Okay. So और कुछ रिक्वायरमेंट है आपकी मटेरियल? Only wire rod का रिक्वायरमेंट है सर? Grade HC H2B?)\n[17s] CUSTOMER: Yes.   (हां।)\n[18s] AGENT: Okay okay. But actually sir, right now we don't have this grade of yours available in the current... it's not in rolling at the plant, okay? Normal grade is in rolling right now. I will be able to give this to you after some time, I won't be able to give it now, sir.   (Okay okay. But actually sir अभी हम लोग current में ये ये आपका grade available नहीं है सर, प्लांट में rolling में नहीं है, ठीक है? Normal grade rolling में अभी। ये आपको कुछ टाइम बाद दे पाऊंगा, अभी नहीं दे पाऊंगा सर।)\n[24s] CUSTOMER: You won't be able to give it now, sir?   (अभी नहीं दे पाएंगे सर?)\n[26s] AGENT: No, no. It will come in rolling next month, sir.   (नहीं नहीं। Next month rolling में आएगा सर ये।)\n[28s] CUSTOMER: But my requirement is monthly, sir. Later, how is it, it remains the same, then you don't have the material?   (लेकिन मेरा तो रिक्वायरमेंट मंथली रहता है सर। बाद में कैसा, ऐसा ही रहता है, फिर मटेरियल नहीं रहता क्या आपके पास?)\n[31s] AGENT: Let me check once... we do have it, sir, the plant is overbooked. The plant, you see, is overbooked. So many orders have come to the JSW plant.   (एक बार मैं चेक... रहता है सर, प्लांट overbooked है। प्लांट जो है ना, overbooked है। इतना ऑर्डर आ चुका है प्लांट में JSW का।)\n[35s] CUSTOMER: Oh my god.   (अरे बाप रे।)\n[36s] AGENT: Because of that, it's overbooked, you can understand. Look at the demand in the market, how much demand there is.   (उस चीज से overbooked मतलब समझ जाइए अब। डिमांड देखिए मार्केट में कितना डिमांड है।)\n[39s] CUSTOMER: Hmm hmm hmm hmm.   (हम्म हम्म हम्म हम्म।)\n[40s] AGENT: So that's why I will connect with you, okay?   (तो इसलिए आपको मैं connect करता हूं, ठीक है?)\n[41s] CUSTOMER: Okay, hello, what is its price right now, sir?   (अच्छा, हॅलो, इसका price क्या चल रहा है सर अभी?)\n[43s] AGENT: I can't tell the price, sir. The rate of raw material is increasing right now. So if the material was being made, I could have told you the price. Right now the material itself is not being made, so what price can I tell you?   (Price नहीं बता सकता सर। अभी raw material का rate बढ़ रहा है ना। तो अगर मटेरियल बनता तो अभी मैं आपको price बता पाता। अभी तो मटेरियल ही नहीं बन रहा तो क्या price बताऊं?)\n[48s] CUSTOMER: Tell me a rough one, sir.   (एक roughly बोलो ना सर।)\n[50s] AGENT: I can't even say roughly, sir. What rate should I give you roughly?   (Roughly भी नहीं बोल सकता सर मैं। क्या rate दूं आपको roughly?)\n[52s] AGENT: If it's available, I will connect with you, okay?   (होगा तो मैं आपको connect करता हूं, ठीक है?)\n[54s] CUSTOMER: No no, why were you saying that, I would get an idea of what your rate is for this.   (नहीं नहीं, क्यों बोल रहे थे, मेरेको एक idea आ जाता आपका क्या rate है इसकी।)\n[56s] CUSTOMER: What could it be?   (क्या क्या हो सकता है?)\n[57s] AGENT: Around 65, above 65, I'm saying roughly, 65.   (वही 65, 65 के ऊपर, roughly बोल रहा हूं, 65.)\n[60s] CUSTOMER: 65 GST?\n[61s] AGENT: Plus GST, extra.\n[62s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[63s] AGENT: Hmm, okay sir.   (हम्म, ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 32,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "32 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 specific grade is out of stock, don't end the call; instead, use it as a chance to understand the customer's business (end use, monthly volume) to see if our 'normal grade' is a fit or to prepare for a follow-up when stock returns.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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": "out_of_stock",
  "supply_details": "Agent stated the required grade (HC H2B wire rod) is not in the current plant rolling schedule and will only be available next month.",
  "customer_req_date": null,
  "agent_committed_date": "Next month",
  "call_summary": "The customer inquired about a requirement for HC H2B grade wire rod submitted on the platform. The agent confirmed the product but immediately stated this specific grade was out of stock and would not be available until the following month. The agent was reluctant to provide even a budget price and did not conduct any further discovery, ending the call with a promise to connect when the material is available.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had just registered on the JSW One platform, I think it was for wire rod.\", \"comment\": \"Agent correctly referenced the customer's platform registration at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only validated the product and grade before stating it was unavailable, failing to confirm quantity, location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any discovery questions about the customer's business, monthly needs, or current suppliers.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent explicitly refused to provide a price initially and only gave a vague 'rough' price under pressure, with no firm timeline for a quote.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay okay. But actually sir, right now we don't have this grade of yours available in the current...\", \"comment\": \"Agent did not pitch any other products and focused solely on the customer's stated requirement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a specific grade is out of stock, don't end the call; instead, use it as a chance to understand the customer's business (end use, monthly volume) to see if our 'normal grade' is a fit or to prepare for a follow-up when stock returns.\", \"segment_detected\": \"manufacturing\", \"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\": \"out_of_stock\", \"supply_details\": \"Agent stated the required grade (HC H2B wire rod) is not in the current plant rolling schedule and will only be available next month.\", \"customer_req_date\": null, \"agent_committed_date\": \"Next month\", \"objections\": [], \"call_summary\": \"The customer inquired about a requirement for HC H2B grade wire rod submitted on the platform. The agent confirmed the product but immediately stated this specific grade was out of stock and would not be available until the following month. The agent was reluctant to provide even a budget price and did not conduct any further discovery, ending the call with a promise to connect when the material is available.\"}",
  "error": null,
  "latency_ms": 36538,
  "input_tokens": 3823,
  "output_tokens": 748,
  "created_at": "2026-09-25 11:06:02",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 3,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.698,
  "agent_talk_sec": 35.3,
  "customer_talk_sec": 15.3,
  "dead_air_sec": 68.4,
  "longest_monologue_sec": 5.9,
  "agent_wpm": 430.0,
  "interruptions": 0,
  "agent_turns": 16,
  "customer_turns": 16,
  "discovery_qs": 8,
  "words_agent": 253,
  "words_customer": 88,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904147041",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.18,
      "end_s": 1.6,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178904147041",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.41,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178904147041",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 3.08,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178904147041",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.38,
      "end_s": 5.7,
      "text_en": "Yeah, good evening sir. This is Abdul speaking from JSW One.",
      "text_native": "Yeah, good evening sir. अब्दुल बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.7,
      "end_s": 7.11,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178904147041",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.6,
      "end_s": 8.18,
      "text_en": "Yes, tell me sir.",
      "text_native": "हां बोलो सर।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.21,
      "end_s": 8.6,
      "text_en": "Hello hello.",
      "text_native": "हॅलो हॅलो।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.9,
      "end_s": 12.0,
      "text_en": "Sir, you had just registered on the JSW One platform, I think it was for wire rod.",
      "text_native": "सर आपने ना जस्ट रजिस्ट्रेशन किया था JSW One प्लेटफॉर्म पे, I think wire rod का था।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 12.88,
      "text_en": "Correct sir.",
      "text_native": "Correct sir."
    },
    {
      "ucid": "21112178904147041",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 16.9,
      "text_en": "Okay. So do you have any other material requirement? Is the requirement only for wire rod, sir? Grade HC H2B?",
      "text_native": "Okay. So और कुछ रिक्वायरमेंट है आपकी मटेरियल? Only wire rod का रिक्वायरमेंट है सर? Grade HC H2B?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 17.4,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.9,
      "end_s": 23.8,
      "text_en": "Okay okay. But actually sir, right now we don't have this grade of yours available in the current... it's not in rolling at the plant, okay? Normal grade is in rolling right now. I will be able to give this to you after some time, I won't be able to give it now, sir.",
      "text_native": "Okay okay. But actually sir अभी हम लोग current में ये ये आपका grade available नहीं है सर, प्लांट में rolling में नहीं है, ठीक है? Normal grade rolling में अभी। ये आपको कुछ टाइम बाद दे पाऊंगा, अभी नहीं दे पाऊंगा सर।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.4,
      "end_s": 25.4,
      "text_en": "You won't be able to give it now, sir?",
      "text_native": "अभी नहीं दे पाएंगे सर?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 13,
      "speaker": "agent",
      "start_s": 25.6,
      "end_s": 27.2,
      "text_en": "No, no. It will come in rolling next month, sir.",
      "text_native": "नहीं नहीं। Next month rolling में आएगा सर ये।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 14,
      "speaker": "customer",
      "start_s": 27.8,
      "end_s": 31.2,
      "text_en": "But my requirement is monthly, sir. Later, how is it, it remains the same, then you don't have the material?",
      "text_native": "लेकिन मेरा तो रिक्वायरमेंट मंथली रहता है सर। बाद में कैसा, ऐसा ही रहता है, फिर मटेरियल नहीं रहता क्या आपके पास?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 15,
      "speaker": "agent",
      "start_s": 31.3,
      "end_s": 34.9,
      "text_en": "Let me check once... we do have it, sir, the plant is overbooked. The plant, you see, is overbooked. So many orders have come to the JSW plant.",
      "text_native": "एक बार मैं चेक... रहता है सर, प्लांट overbooked है। प्लांट जो है ना, overbooked है। इतना ऑर्डर आ चुका है प्लांट में JSW का।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 16,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 35.8,
      "text_en": "Oh my god.",
      "text_native": "अरे बाप रे।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 17,
      "speaker": "agent",
      "start_s": 36.0,
      "end_s": 38.6,
      "text_en": "Because of that, it's overbooked, you can understand. Look at the demand in the market, how much demand there is.",
      "text_native": "उस चीज से overbooked मतलब समझ जाइए अब। डिमांड देखिए मार्केट में कितना डिमांड है।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 18,
      "speaker": "customer",
      "start_s": 38.9,
      "end_s": 39.6,
      "text_en": "Hmm hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 19,
      "speaker": "agent",
      "start_s": 39.7,
      "end_s": 41.0,
      "text_en": "So that's why I will connect with you, okay?",
      "text_native": "तो इसलिए आपको मैं connect करता हूं, ठीक है?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 20,
      "speaker": "customer",
      "start_s": 41.1,
      "end_s": 42.9,
      "text_en": "Okay, hello, what is its price right now, sir?",
      "text_native": "अच्छा, हॅलो, इसका price क्या चल रहा है सर अभी?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 21,
      "speaker": "agent",
      "start_s": 43.3,
      "end_s": 47.8,
      "text_en": "I can't tell the price, sir. The rate of raw material is increasing right now. So if the material was being made, I could have told you the price. Right now the material itself is not being made, so what price can I tell you?",
      "text_native": "Price नहीं बता सकता सर। अभी raw material का rate बढ़ रहा है ना। तो अगर मटेरियल बनता तो अभी मैं आपको price बता पाता। अभी तो मटेरियल ही नहीं बन रहा तो क्या price बताऊं?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 22,
      "speaker": "customer",
      "start_s": 47.8,
      "end_s": 48.8,
      "text_en": "Tell me a rough one, sir.",
      "text_native": "एक roughly बोलो ना सर।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 23,
      "speaker": "agent",
      "start_s": 49.6,
      "end_s": 51.2,
      "text_en": "I can't even say roughly, sir. What rate should I give you roughly?",
      "text_native": "Roughly भी नहीं बोल सकता सर मैं। क्या rate दूं आपको roughly?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 24,
      "speaker": "agent",
      "start_s": 51.8,
      "end_s": 53.1,
      "text_en": "If it's available, I will connect with you, okay?",
      "text_native": "होगा तो मैं आपको connect करता हूं, ठीक है?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 25,
      "speaker": "customer",
      "start_s": 53.6,
      "end_s": 55.8,
      "text_en": "No no, why were you saying that, I would get an idea of what your rate is for this.",
      "text_native": "नहीं नहीं, क्यों बोल रहे थे, मेरेको एक idea आ जाता आपका क्या rate है इसकी।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 26,
      "speaker": "customer",
      "start_s": 56.3,
      "end_s": 57.0,
      "text_en": "What could it be?",
      "text_native": "क्या क्या हो सकता है?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 27,
      "speaker": "agent",
      "start_s": 57.1,
      "end_s": 59.1,
      "text_en": "Around 65, above 65, I'm saying roughly, 65.",
      "text_native": "वही 65, 65 के ऊपर, roughly बोल रहा हूं, 65."
    },
    {
      "ucid": "21112178904147041",
      "idx": 28,
      "speaker": "customer",
      "start_s": 59.6,
      "end_s": 60.5,
      "text_en": "65 GST?",
      "text_native": "65 GST?"
    },
    {
      "ucid": "21112178904147041",
      "idx": 29,
      "speaker": "agent",
      "start_s": 60.6,
      "end_s": 61.6,
      "text_en": "Plus GST, extra.",
      "text_native": "Plus GST, extra."
    },
    {
      "ucid": "21112178904147041",
      "idx": 30,
      "speaker": "customer",
      "start_s": 62.2,
      "end_s": 62.6,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178904147041",
      "idx": 31,
      "speaker": "agent",
      "start_s": 63.1,
      "end_s": 63.7,
      "text_en": "Hmm, okay sir.",
      "text_native": "हम्म, ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178904147041",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, you had just registered on the JSW One platform, I think it was for wire rod.",
      "comment": "Agent correctly referenced the customer's platform registration at the start of the call."
    },
    {
      "ucid": "21112178904147041",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only validated the product and grade before stating it was unavailable, failing to confirm quantity, location, or timeline."
    },
    {
      "ucid": "21112178904147041",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any discovery questions about the customer's business, monthly needs, or current suppliers."
    },
    {
      "ucid": "21112178904147041",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent explicitly refused to provide a price initially and only gave a vague 'rough' price under pressure, with no firm timeline for a quote."
    },
    {
      "ucid": "21112178904147041",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay okay. But actually sir, right now we don't have this grade of yours available in the current...",
      "comment": "Agent did not pitch any other products and focused solely on the customer's stated requirement."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}