{
  "ucid": "21112178910292361",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 10:32:03",
  "end_time": "2026-09-11 10:33:48",
  "duration_sec": 105,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1a630d96ac33c50965c615b8f62d413b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 275,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910292361__DIA1a630d96ac33c50965c615b8f62d413b.mp3",
  "audio_bytes": 246672,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 82.224,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello   (हेलो)\n[3s] CUSTOMER: Hello   (हेलो)\n[3s] AGENT: Yes sir ji.   (हां सर जी।)\n[4s] CUSTOMER: Am I speaking with Shamshad Khan?   (शमशाद खान बात कर रहे हैं?)\n[6s] AGENT: Yes.   (हां।)\n[7s] AGENT: Yes, hello, this is Rohit Mishra speaking from JSW.   (जी नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW से।)\n[9s] AGENT: This Simson Tubes is your company, right?   (ये Simson Tubes से आपकी कंपनी है, right?)\n[12s] CUSTOMER: Where are you calling from?   (ये कहां से बात कर रहे हैं आप?)\n[13s] AGENT: From JSW, Mumbai.   (JSW से, मुंबई।)\n[15s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[16s] AGENT: You had registered on our application JSW One MSME yesterday.   (आपने हमारे application JSW One MSME पे register किया था कल।)\n[18s] CUSTOMER: Yes, yes, yes.   (हां हां हां।)\n[19s] AGENT: Right?   (है ना?)\n[20s] AGENT: So I just, I mean, what is your name?   (तो I just मतलब, क्या नाम है आपका?)\n[23s] CUSTOMER: Shamshad Khan.   (शमशाद खान।)\n[24s] AGENT: Aha. I mean, what is your work? The company you have created, Simson Tubes.   (अहं। मतलब काम क्या है आपका? आपने जो कंपनी बनाया है, Simson Tubes.)\n[28s] CUSTOMER: Mine is trading.   (मेरा ट्रेडिंग का है।)\n[29s] AGENT: It's trading, right? Okay okay okay. And which location are you based at?   (ट्रेडिंग का है ना? Okay okay okay. और कौनसे लोकेशन पे बेस्ड हैं आप?)\n[31s] CUSTOMER: Mine is on a pan-India basis.   (मेरा pan India पे है।)\n[32s] AGENT: Okay, okay. Do you have any requirement right now?   (अच्छा अच्छा। अभी कुछ रिक्वायरमेंट है?)\n[34s] CUSTOMER: I was actually checking if there is a seller profile there or not. Can you only buy from there?   (मैं actually मैं चेक कर रहा था कि वहां seller का प्रोफाइल है कि नहीं। खाली buy कर सकते हैं ना वहां से?)\n[37s] AGENT: Seller, to become a seller, you first have to become a customer.   (Seller, seller बनने के लिए आपको पहले customer बनना होगा।)\n[40s] CUSTOMER: What do you mean?   (कैसा मतलब?)\n[40s] AGENT: Meaning, if you want to sell something here, through us, right?   (मतलब अगर आपको हमारे यहां पे, हमारे थ्रू आपको कुछ sell करना है, right?)\n[44s] CUSTOMER: Yes.   (हां।)\n[44s] AGENT: Yes, so for that, you first have to become a customer for verification.   (हां, तो उसके लिए ना आपको पहले verification के लिए customer बनना होगा।)\n[47s] CUSTOMER: Okay.   (अच्छा।)\n[48s] AGENT: Yes, after that we can onboard you as a seller.   (हां, उसके बाद we can onboard you as a seller.)\n[50s] CUSTOMER: Hmm.   (हम्म।)\n[51s] AGENT: Yes.   (हां।)\n[53s] CUSTOMER: Okay.   (ठीक है।)\n[54s] AGENT: Okay, if there's anything, let me know.   (ठीक है, कुछ होता है तो बताना।)\n[55s] CUSTOMER: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 33,
  "connected": 1,
  "audio_notes": "clear: There is some minor background chatter but it does not interfere with the main conversation.",
  "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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer asks a process question, answer it concisely and then pivot back to the discovery script to understand their buying needs. You lost control of this call by not returning to your objective after answering their 'seller' query.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a trader, registered to investigate becoming a seller on the platform, not a buyer. The agent answered the customer's query about the seller onboarding process but failed to pivot back to the discovery script to explore any potential buying needs. The call ended without a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You had registered on our application JSW One MSME yesterday.\", \"comment\": \"The agent correctly referenced the customer's recent registration, setting a clear context for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"what is your name? ... And which location are you based at?\", \"comment\": \"Agent asked for name/company and location (2/4), but not procurement involvement or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only asked about business type (1/8) before the customer's query about being a seller derailed the discovery process.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explain any of the platform's buying features (pricing, TC, stock); the conversation was only about the process to become a seller.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked for a requirement, they did not drive to an outcome (spec capture or callback) after the customer changed the topic.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a weak, non-committal 'if there's anything, let me know,' which is not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks a process question, answer it concisely and then pivot back to the discovery script to understand their buying needs. You lost control of this call by not returning to your objective after answering their 'seller' query.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a trader, registered to investigate becoming a seller on the platform, not a buyer. The agent answered the customer's query about the seller onboarding process but failed to pivot back to the discovery script to explore any potential buying needs. The call ended without a clear next step.\"}",
  "error": null,
  "latency_ms": 38818,
  "input_tokens": 3488,
  "output_tokens": 762,
  "created_at": "2026-09-25 11:04:36",
  "sentiment": "positive",
  "sentiment_score": 0.314,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.691,
  "agent_talk_sec": 29.3,
  "customer_talk_sec": 13.1,
  "dead_air_sec": 62.6,
  "longest_monologue_sec": 4.2,
  "agent_wpm": 274.4,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 15,
  "discovery_qs": 8,
  "words_agent": 134,
  "words_customer": 58,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178910292361",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 2.3,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178910292361",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.6,
      "end_s": 3.0,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178910292361",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.3,
      "end_s": 3.8,
      "text_en": "Yes sir ji.",
      "text_native": "हां सर जी।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 5.6,
      "text_en": "Am I speaking with Shamshad Khan?",
      "text_native": "शमशाद खान बात कर रहे हैं?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.9,
      "end_s": 6.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 8.8,
      "text_en": "Yes, hello, this is Rohit Mishra speaking from JSW.",
      "text_native": "जी नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.1,
      "end_s": 11.0,
      "text_en": "This Simson Tubes is your company, right?",
      "text_native": "ये Simson Tubes से आपकी कंपनी है, right?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.7,
      "end_s": 13.0,
      "text_en": "Where are you calling from?",
      "text_native": "ये कहां से बात कर रहे हैं आप?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.1,
      "end_s": 14.2,
      "text_en": "From JSW, Mumbai.",
      "text_native": "JSW से, मुंबई।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.7,
      "end_s": 15.2,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 10,
      "speaker": "agent",
      "start_s": 15.5,
      "end_s": 18.2,
      "text_en": "You had registered on our application JSW One MSME yesterday.",
      "text_native": "आपने हमारे application JSW One MSME पे register किया था कल।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 11,
      "speaker": "customer",
      "start_s": 18.3,
      "end_s": 19.2,
      "text_en": "Yes, yes, yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.2,
      "end_s": 19.6,
      "text_en": "Right?",
      "text_native": "है ना?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.1,
      "end_s": 22.2,
      "text_en": "So I just, I mean, what is your name?",
      "text_native": "तो I just मतलब, क्या नाम है आपका?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.8,
      "end_s": 23.7,
      "text_en": "Shamshad Khan.",
      "text_native": "शमशाद खान।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.4,
      "end_s": 27.2,
      "text_en": "Aha. I mean, what is your work? The company you have created, Simson Tubes.",
      "text_native": "अहं। मतलब काम क्या है आपका? आपने जो कंपनी बनाया है, Simson Tubes."
    },
    {
      "ucid": "21112178910292361",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.7,
      "end_s": 28.7,
      "text_en": "Mine is trading.",
      "text_native": "मेरा ट्रेडिंग का है।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 17,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 31.0,
      "text_en": "It's trading, right? Okay okay okay. And which location are you based at?",
      "text_native": "ट्रेडिंग का है ना? Okay okay okay. और कौनसे लोकेशन पे बेस्ड हैं आप?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.0,
      "end_s": 32.2,
      "text_en": "Mine is on a pan-India basis.",
      "text_native": "मेरा pan India पे है।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 19,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 33.9,
      "text_en": "Okay, okay. Do you have any requirement right now?",
      "text_native": "अच्छा अच्छा। अभी कुछ रिक्वायरमेंट है?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 20,
      "speaker": "customer",
      "start_s": 34.3,
      "end_s": 37.0,
      "text_en": "I was actually checking if there is a seller profile there or not. Can you only buy from there?",
      "text_native": "मैं actually मैं चेक कर रहा था कि वहां seller का प्रोफाइल है कि नहीं। खाली buy कर सकते हैं ना वहां से?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 21,
      "speaker": "agent",
      "start_s": 37.1,
      "end_s": 39.2,
      "text_en": "Seller, to become a seller, you first have to become a customer.",
      "text_native": "Seller, seller बनने के लिए आपको पहले customer बनना होगा।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 22,
      "speaker": "customer",
      "start_s": 39.6,
      "end_s": 40.2,
      "text_en": "What do you mean?",
      "text_native": "कैसा मतलब?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 23,
      "speaker": "agent",
      "start_s": 40.5,
      "end_s": 43.6,
      "text_en": "Meaning, if you want to sell something here, through us, right?",
      "text_native": "मतलब अगर आपको हमारे यहां पे, हमारे थ्रू आपको कुछ sell करना है, right?"
    },
    {
      "ucid": "21112178910292361",
      "idx": 24,
      "speaker": "customer",
      "start_s": 43.8,
      "end_s": 44.1,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 25,
      "speaker": "agent",
      "start_s": 44.2,
      "end_s": 47.0,
      "text_en": "Yes, so for that, you first have to become a customer for verification.",
      "text_native": "हां, तो उसके लिए ना आपको पहले verification के लिए customer बनना होगा।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 26,
      "speaker": "customer",
      "start_s": 47.1,
      "end_s": 47.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 27,
      "speaker": "agent",
      "start_s": 47.8,
      "end_s": 49.7,
      "text_en": "Yes, after that we can onboard you as a seller.",
      "text_native": "हां, उसके बाद we can onboard you as a seller."
    },
    {
      "ucid": "21112178910292361",
      "idx": 28,
      "speaker": "customer",
      "start_s": 49.9,
      "end_s": 50.4,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 29,
      "speaker": "agent",
      "start_s": 51.1,
      "end_s": 51.4,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 30,
      "speaker": "customer",
      "start_s": 52.6,
      "end_s": 53.1,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 31,
      "speaker": "agent",
      "start_s": 53.6,
      "end_s": 54.8,
      "text_en": "Okay, if there's anything, let me know.",
      "text_native": "ठीक है, कुछ होता है तो बताना।"
    },
    {
      "ucid": "21112178910292361",
      "idx": 32,
      "speaker": "customer",
      "start_s": 55.1,
      "end_s": 55.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178910292361",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "You had registered on our application JSW One MSME yesterday.",
      "comment": "The agent correctly referenced the customer's recent registration, setting a clear context for the call."
    },
    {
      "ucid": "21112178910292361",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "what is your name? ... And which location are you based at?",
      "comment": "Agent asked for name/company and location (2/4), but not procurement involvement or contact details."
    },
    {
      "ucid": "21112178910292361",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only asked about business type (1/8) before the customer's query about being a seller derailed the discovery process."
    },
    {
      "ucid": "21112178910292361",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not explain any of the platform's buying features (pricing, TC, stock); the conversation was only about the process to become a seller."
    },
    {
      "ucid": "21112178910292361",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Although the agent asked for a requirement, they did not drive to an outcome (spec capture or callback) after the customer changed the topic."
    },
    {
      "ucid": "21112178910292361",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a weak, non-committal 'if there's anything, let me know,' which is not one of the three required closure outcomes."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}