{
  "ucid": "21112178910104841",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 10:00:48",
  "end_time": "2026-09-11 10:02:47",
  "duration_sec": 119,
  "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/DIAe9a7dbeb175f8a138af9d4a5d101acc9.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 281,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910104841__DIAe9a7dbeb175f8a138af9d4a5d101acc9.mp3",
  "audio_bytes": 300672,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 100.224,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Uh hello?   (अह हॅलो?)\n[3s] CUSTOMER: Yes, speak.   (हां बोलो।)\n[4s] AGENT: Is this Dinesh, Dinesh ji speaking?   (दिनेश दिनेश जी बात कर रहे हैं, दिनेश जी?)\n[6s] CUSTOMER: Yes yes yes, speak.   (हां हां हां, बात करो।)\n[7s] AGENT: Yes, this is Rohit Mishra speaking from JSW One.   (जी रोहित मिश्रा बात कर रहा हूं JSW One से।)\n[9s] CUSTOMER: Yes, tell me sir.   (हां बोलिए सर।)\n[10s] AGENT: You had created an enquiry on our platform, for HR sheet.   (आपने कुछ enquiry बनाई थी हमारे platform पे, HR sheet की।)\n[13s] CUSTOMER: Yes, yes.   (हां हां।)\n[13s] AGENT: Right. Where do you need this?   (Right. कहां पे चाहिए आपको ये?)\n[15s] CUSTOMER: In Bhosari.   (भोसरी में।)\n[16s] AGENT: In Pune, right? Okay. What will be the quantity?   (पुणे में ना? Okay. कितना quantity रहेगा?)\n[18s] CUSTOMER: Mine is around 3 tons.   (मेरा एक लगभग 3 ton के आस पास है।)\n[21s] AGENT: 1.6 1250 2500.\n[22s] CUSTOMER: Yes.   (हां।)\n[23s] AGENT: And you have made one more, this will be... okay both 1.6 1500 3000.   (और एक बनाया है आपने, ये होगा... अच्छा दोनों 1.6 1500 3000.)\n[27s] CUSTOMER: That one has been cancelled now.   (वो cancel हो गया अभी।)\n[28s] AGENT: Okay, you don't need the 1500 one?   (अच्छा, 1500 वाला नहीं चाहिए?)\n[30s] CUSTOMER: Hmm.   (हम्म।)\n[30s] AGENT: Okay. 1.6 1500... 1250 2500 you need in Pune, right? Three tons.   (ठीक है। 1.6 1500... 1250 2500 का आपको पुणे में चाहिए, है ना? तीन टन।)\n[34s] CUSTOMER: Hmm. Yes.   (हम्म। हां।)\n[35s] AGENT: Sir, our MOQ is five tons. So will you make it five tons?   (सर हमारा MOQ ना पांच टन है। तो पांच टन कर लेंगे आप?)\n[38s] CUSTOMER: Uh, five tons... we have already taken the material, otherwise it would have been possible.   (अह, पांच टन तो अभी ले लिया हमने मटेरियल, नहीं तो हो जाता था।)\n[41s] AGENT: Okay.   (अच्छा।)\n[42s] CUSTOMER: Hmm, what is the rate?   (हम्म, rate क्या है?)\n[43s] AGENT: Rate uh give me a little time right now. Because the office has just opened, our office opens at 10 o'clock. So the first call was made to you.   (Rate uh थोड़ा सा टाइम दीजिए मेरेको अभी। क्योंकि just अभी ऑफिस खुला ही है, 10 बजे हमारा ऑफिस खुलता है। तो पहला कॉल आप ही को लगाया है।)\n[49s] CUSTOMER: Okay okay.\n[50s] AGENT: Okay, I will tell you the rate by 10:30.   (ठीक है, मैं rate आपको 10:30 तक बताता हूं।)\n[52s] CUSTOMER: Give the rate, then I'll tell you how the quantity can also be increased, see.   (Rate दीजिए, फिर बताता हूं मैं कैसा quantity भी बढ़ सकता है देखो।)\n[54s] AGENT: See, if the quantity is five tons, then your rate, I mean the rate, will be a bit better. If it's three tons, it will be a little higher.   (देखिए, quantity अगर पांच टन रहेगा, तब आपका जो rate मतलब rate है, वो थोड़ा बढ़िया आएगा। तीन टन रहेगा तो थोड़ा ज्यादा आएगा।)\n[59s] AGENT: There won't be much difference but a little...   (ज्यादा difference नहीं रहेगा लेकिन थोड़ा...)\n[60s] CUSTOMER: Tell me for three tons also, and for five tons also.   (तीन टन का भी बताइए, पांच टन का भी बताइए।)\n[102s] AGENT: Okay, alright okay. I'll tell you. Alright. Okay, okay.   (ठीक है, चलिए okay. मैं बताता हूं। चलिए। ठीक है, okay.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 33,
  "connected": 1,
  "audio_notes": "clear: There is some minor crosstalk and overlapping speech around 51-54 seconds and 59-61 seconds, but the conversation remains intelligible.",
  "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": 6.5,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "You missed a key opportunity for discovery; ask about their business and total monthly requirement to understand if they are a good fit, even if this single order is small.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": 3.0,
  "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 enquired for 3 tons of 1.6mm HR sheet for delivery in Pune. The agent revalidated the requirement but noted it was below the 5-ton MOQ. The agent did not perform any discovery but promised to call back with a price for both 3 and 5 tons by 10:30, which the customer agreed to wait for.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had created an enquiry on our platform, for HR sheet.\", \"comment\": \"The agent correctly referenced the customer's platform submission at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"Right. कहां पे चाहिए आपको ये? (Where do you need this?) ... कितना quantity रहेगा? (What will be the quantity?) ... 1.6 1250 2500.\", \"comment\": \"Agent confirmed product, dimensions, quantity, and location, but did not ask about the required delivery timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, end-use, or procurement habits.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I will tell you the rate by 10:30.\", \"comment\": \"The agent could not provide a price but committed to a specific timeline for reverting with one.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had created an enquiry on our platform, for HR sheet.\", \"comment\": \"The agent stuck to the customer's specific requirement and did not pitch any other products.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You missed a key opportunity for discovery; ask about their business and total monthly requirement to understand if they are a good fit, even if this single order is small.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": \"3 tons\", \"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 enquired for 3 tons of 1.6mm HR sheet for delivery in Pune. The agent revalidated the requirement but noted it was below the 5-ton MOQ. The agent did not perform any discovery but promised to call back with a price for both 3 and 5 tons by 10:30, which the customer agreed to wait for.\"}",
  "error": null,
  "latency_ms": 31551,
  "input_tokens": 3716,
  "output_tokens": 719,
  "created_at": "2026-09-25 11:04:44",
  "sentiment": "positive",
  "sentiment_score": 0.4,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.39,
  "agent_talk_sec": 36.1,
  "customer_talk_sec": 56.5,
  "dead_air_sec": 26.4,
  "longest_monologue_sec": 5.4,
  "agent_wpm": 300.8,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 16,
  "discovery_qs": 8,
  "words_agent": 181,
  "words_customer": 78,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178910104841",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.21,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178910104841",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.88,
      "end_s": 2.38,
      "text_en": "Uh hello?",
      "text_native": "अह हॅलो?"
    },
    {
      "ucid": "21112178910104841",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 3.48,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 5.8,
      "text_en": "Is this Dinesh, Dinesh ji speaking?",
      "text_native": "दिनेश दिनेश जी बात कर रहे हैं, दिनेश जी?"
    },
    {
      "ucid": "21112178910104841",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.9,
      "end_s": 6.8,
      "text_en": "Yes yes yes, speak.",
      "text_native": "हां हां हां, बात करो।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 8.6,
      "text_en": "Yes, this is Rohit Mishra speaking from JSW One.",
      "text_native": "जी रोहित मिश्रा बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.2,
      "end_s": 9.8,
      "text_en": "Yes, tell me sir.",
      "text_native": "हां बोलिए सर।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.1,
      "end_s": 12.6,
      "text_en": "You had created an enquiry on our platform, for HR sheet.",
      "text_native": "आपने कुछ enquiry बनाई थी हमारे platform पे, HR sheet की।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.6,
      "end_s": 13.2,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 14.5,
      "text_en": "Right. Where do you need this?",
      "text_native": "Right. कहां पे चाहिए आपको ये?"
    },
    {
      "ucid": "21112178910104841",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.1,
      "end_s": 15.8,
      "text_en": "In Bhosari.",
      "text_native": "भोसरी में।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 11,
      "speaker": "agent",
      "start_s": 16.1,
      "end_s": 17.9,
      "text_en": "In Pune, right? Okay. What will be the quantity?",
      "text_native": "पुणे में ना? Okay. कितना quantity रहेगा?"
    },
    {
      "ucid": "21112178910104841",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.4,
      "end_s": 20.1,
      "text_en": "Mine is around 3 tons.",
      "text_native": "मेरा एक लगभग 3 ton के आस पास है।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.6,
      "end_s": 22.0,
      "text_en": "1.6 1250 2500.",
      "text_native": "1.6 1250 2500."
    },
    {
      "ucid": "21112178910104841",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.4,
      "end_s": 22.7,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 15,
      "speaker": "agent",
      "start_s": 23.0,
      "end_s": 26.5,
      "text_en": "And you have made one more, this will be... okay both 1.6 1500 3000.",
      "text_native": "और एक बनाया है आपने, ये होगा... अच्छा दोनों 1.6 1500 3000."
    },
    {
      "ucid": "21112178910104841",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.2,
      "end_s": 28.1,
      "text_en": "That one has been cancelled now.",
      "text_native": "वो cancel हो गया अभी।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 17,
      "speaker": "agent",
      "start_s": 28.4,
      "end_s": 29.5,
      "text_en": "Okay, you don't need the 1500 one?",
      "text_native": "अच्छा, 1500 वाला नहीं चाहिए?"
    },
    {
      "ucid": "21112178910104841",
      "idx": 18,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 30.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 19,
      "speaker": "agent",
      "start_s": 30.4,
      "end_s": 34.0,
      "text_en": "Okay. 1.6 1500... 1250 2500 you need in Pune, right? Three tons.",
      "text_native": "ठीक है। 1.6 1500... 1250 2500 का आपको पुणे में चाहिए, है ना? तीन टन।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 20,
      "speaker": "customer",
      "start_s": 34.2,
      "end_s": 34.8,
      "text_en": "Hmm. Yes.",
      "text_native": "हम्म। हां।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 21,
      "speaker": "agent",
      "start_s": 35.1,
      "end_s": 37.5,
      "text_en": "Sir, our MOQ is five tons. So will you make it five tons?",
      "text_native": "सर हमारा MOQ ना पांच टन है। तो पांच टन कर लेंगे आप?"
    },
    {
      "ucid": "21112178910104841",
      "idx": 22,
      "speaker": "customer",
      "start_s": 38.1,
      "end_s": 40.8,
      "text_en": "Uh, five tons... we have already taken the material, otherwise it would have been possible.",
      "text_native": "अह, पांच टन तो अभी ले लिया हमने मटेरियल, नहीं तो हो जाता था।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 23,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 41.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 24,
      "speaker": "customer",
      "start_s": 41.9,
      "end_s": 42.7,
      "text_en": "Hmm, what is the rate?",
      "text_native": "हम्म, rate क्या है?"
    },
    {
      "ucid": "21112178910104841",
      "idx": 25,
      "speaker": "agent",
      "start_s": 43.1,
      "end_s": 48.5,
      "text_en": "Rate uh give me a little time right now. Because the office has just opened, our office opens at 10 o'clock. So the first call was made to you.",
      "text_native": "Rate uh थोड़ा सा टाइम दीजिए मेरेको अभी। क्योंकि just अभी ऑफिस खुला ही है, 10 बजे हमारा ऑफिस खुलता है। तो पहला कॉल आप ही को लगाया है।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 26,
      "speaker": "customer",
      "start_s": 48.9,
      "end_s": 49.5,
      "text_en": "Okay okay.",
      "text_native": "Okay okay."
    },
    {
      "ucid": "21112178910104841",
      "idx": 27,
      "speaker": "agent",
      "start_s": 49.8,
      "end_s": 51.5,
      "text_en": "Okay, I will tell you the rate by 10:30.",
      "text_native": "ठीक है, मैं rate आपको 10:30 तक बताता हूं।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 28,
      "speaker": "customer",
      "start_s": 51.5,
      "end_s": 54.2,
      "text_en": "Give the rate, then I'll tell you how the quantity can also be increased, see.",
      "text_native": "Rate दीजिए, फिर बताता हूं मैं कैसा quantity भी बढ़ सकता है देखो।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 29,
      "speaker": "agent",
      "start_s": 54.2,
      "end_s": 59.0,
      "text_en": "See, if the quantity is five tons, then your rate, I mean the rate, will be a bit better. If it's three tons, it will be a little higher.",
      "text_native": "देखिए, quantity अगर पांच टन रहेगा, तब आपका जो rate मतलब rate है, वो थोड़ा बढ़िया आएगा। तीन टन रहेगा तो थोड़ा ज्यादा आएगा।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 30,
      "speaker": "agent",
      "start_s": 59.0,
      "end_s": 1.0,
      "text_en": "There won't be much difference but a little...",
      "text_native": "ज्यादा difference नहीं रहेगा लेकिन थोड़ा..."
    },
    {
      "ucid": "21112178910104841",
      "idx": 31,
      "speaker": "customer",
      "start_s": 59.5,
      "end_s": 101.5,
      "text_en": "Tell me for three tons also, and for five tons also.",
      "text_native": "तीन टन का भी बताइए, पांच टन का भी बताइए।"
    },
    {
      "ucid": "21112178910104841",
      "idx": 32,
      "speaker": "agent",
      "start_s": 101.8,
      "end_s": 104.2,
      "text_en": "Okay, alright okay. I'll tell you. Alright. Okay, okay.",
      "text_native": "ठीक है, चलिए okay. मैं बताता हूं। चलिए। ठीक है, okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178910104841",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "You had created an enquiry on our platform, for HR sheet.",
      "comment": "The agent correctly referenced the customer's platform submission at the start of the call."
    },
    {
      "ucid": "21112178910104841",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 4,
      "evidence": "Right. कहां पे चाहिए आपको ये? (Where do you need this?) ... कितना quantity रहेगा? (What will be the quantity?) ... 1.6 1250 2500.",
      "comment": "Agent confirmed product, dimensions, quantity, and location, but did not ask about the required delivery timeline."
    },
    {
      "ucid": "21112178910104841",
      "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 about the customer's business, end-use, or procurement habits."
    },
    {
      "ucid": "21112178910104841",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Okay, I will tell you the rate by 10:30.",
      "comment": "The agent could not provide a price but committed to a specific timeline for reverting with one."
    },
    {
      "ucid": "21112178910104841",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "You had created an enquiry on our platform, for HR sheet.",
      "comment": "The agent stuck to the customer's specific requirement and did not pitch any other products."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}