{
  "ucid": "21112178910972131",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 12:25:21",
  "end_time": "2026-09-11 12:26:32",
  "duration_sec": 71,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Does_not_deal_Steel",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbdbc2c5ecd7152a43df639a7d573107f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 239,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178910972131__DIAbdbc2c5ecd7152a43df639a7d573107f.mp3",
  "audio_bytes": 141912,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 47.304,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[3s] AGENT: Hello.   (हॅलो.)\n[3s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: Uh Surender ji, am I speaking with Surendra Cycles?   (अह सुरेंदर जी, सुरेंद्रा साइकल्स से बात कर रहे हैं?)\n[6s] CUSTOMER: Yes, yes.   (हां जी, हां जी।)\n[7s] AGENT: I was calling from JSW One, hello.   (जेएसडब्ल्यू वन से बात कर रहा था, नमस्कार।)\n[8s] CUSTOMER: Hello.   (नमस्कार जी।)\n[9s] AGENT: Sir, I was asking if you are looking for anything in HR CR right now, for any order?   (सर जी, ये पूछ रहा था कि अभी कुछ एचआर सीआर में देख रहे हैं कुछ ऑर्डर का?)\n[13s] CUSTOMER: We are not buying HR CR these days.   (एचआर सीआर नहीं ले रहे जी आजकल।)\n[15s] AGENT: Oh, why aren't you buying these days?   (अच्छा, क्यों नहीं ले रहे आजकल?)\n[16s] CUSTOMER: No, these days we buy secondary material, it's cheaper.   (नहीं, आजकल सेकेंडरी मटेरियल लेते हैं, सस्ता पड़ता है।)\n[19s] AGENT: Oh.   (अच्छा।)\n[20s] AGENT: Okay, okay. So is there any thought of buying primary, sir?   (ओके, ओके। तो प्राइमरी लेने का सर कुछ विचार है?)\n[22s] CUSTOMER: No, no, no thought at all. There's a difference of three to four thousand rupees. Not even one percent thought of it.   (नहीं, नहीं, कोई विचार नहीं है। तीन चार हजार रुपए का फर्क है। उसका एक परसेंट भी विचार नहीं है।)\n[26s] AGENT: Alright, alright sir, okay.   (ठीक है, ठीक है सर जी, ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on both sides, but it does not significantly impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer raises a price objection, you must try to handle it by explaining the value of primary steel or comparing landed costs, rather than simply asking if they will change their mind.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a cycle manufacturer who stated they only purchase cheaper, secondary-grade material. The customer cited a significant price difference and expressed no interest in primary steel. The agent did not counter the price objection and the call ended after the customer's firm rejection.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening directly with a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six required discovery questions before the customer ended the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I was asking if you are looking for anything in HR CR right now, for any order?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, alright sir, okay.\", \"comment\": \"Agent accepted the customer's rejection and ended the call without proposing a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a price objection, you must try to handle it by explaining the value of primary steel or comparing landed costs, rather than simply asking if they will change their mind.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"No, these days we buy secondary material, it's cheaper. ... There's a difference of three to four thousand rupees.\", \"response\": \"Okay, okay. So is there any thought of buying primary, sir?\"}], \"call_summary\": \"The agent contacted a cycle manufacturer who stated they only purchase cheaper, secondary-grade material. The customer cited a significant price difference and expressed no interest in primary steel. The agent did not counter the price objection and the call ended after the customer's firm rejection.\"}",
  "error": null,
  "latency_ms": 34998,
  "input_tokens": 2992,
  "output_tokens": 773,
  "created_at": "2026-09-25 11:02:38",
  "sentiment": "negative",
  "sentiment_score": -0.54,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 3,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.538,
  "agent_talk_sec": 11.4,
  "customer_talk_sec": 9.8,
  "dead_air_sec": 49.8,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 305.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 7,
  "discovery_qs": 4,
  "words_agent": 58,
  "words_customer": 44,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178910972131",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.83,
      "end_s": 1.39,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178910972131",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.83,
      "end_s": 3.2,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178910972131",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.3,
      "end_s": 3.83,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178910972131",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.24,
      "end_s": 6.04,
      "text_en": "Uh Surender ji, am I speaking with Surendra Cycles?",
      "text_native": "अह सुरेंदर जी, सुरेंद्रा साइकल्स से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178910972131",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.14,
      "end_s": 6.64,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    },
    {
      "ucid": "21112178910972131",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.74,
      "end_s": 8.24,
      "text_en": "I was calling from JSW One, hello.",
      "text_native": "जेएसडब्ल्यू वन से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178910972131",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.34,
      "end_s": 9.0,
      "text_en": "Hello.",
      "text_native": "नमस्कार जी।"
    },
    {
      "ucid": "21112178910972131",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.34,
      "end_s": 12.04,
      "text_en": "Sir, I was asking if you are looking for anything in HR CR right now, for any order?",
      "text_native": "सर जी, ये पूछ रहा था कि अभी कुछ एचआर सीआर में देख रहे हैं कुछ ऑर्डर का?"
    },
    {
      "ucid": "21112178910972131",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.54,
      "end_s": 14.14,
      "text_en": "We are not buying HR CR these days.",
      "text_native": "एचआर सीआर नहीं ले रहे जी आजकल।"
    },
    {
      "ucid": "21112178910972131",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.84,
      "end_s": 16.04,
      "text_en": "Oh, why aren't you buying these days?",
      "text_native": "अच्छा, क्यों नहीं ले रहे आजकल?"
    },
    {
      "ucid": "21112178910972131",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.14,
      "end_s": 18.54,
      "text_en": "No, these days we buy secondary material, it's cheaper.",
      "text_native": "नहीं, आजकल सेकेंडरी मटेरियल लेते हैं, सस्ता पड़ता है।"
    },
    {
      "ucid": "21112178910972131",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.94,
      "end_s": 19.34,
      "text_en": "Oh.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178910972131",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.84,
      "end_s": 21.84,
      "text_en": "Okay, okay. So is there any thought of buying primary, sir?",
      "text_native": "ओके, ओके। तो प्राइमरी लेने का सर कुछ विचार है?"
    },
    {
      "ucid": "21112178910972131",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.94,
      "end_s": 25.54,
      "text_en": "No, no, no thought at all. There's a difference of three to four thousand rupees. Not even one percent thought of it.",
      "text_native": "नहीं, नहीं, कोई विचार नहीं है। तीन चार हजार रुपए का फर्क है। उसका एक परसेंट भी विचार नहीं है।"
    },
    {
      "ucid": "21112178910972131",
      "idx": 14,
      "speaker": "agent",
      "start_s": 25.64,
      "end_s": 27.04,
      "text_en": "Alright, alright sir, okay.",
      "text_native": "ठीक है, ठीक है सर जी, ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178910972131",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178910972131",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead opening directly with a qualification question."
    },
    {
      "ucid": "21112178910972131",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the six required discovery questions before the customer ended the conversation."
    },
    {
      "ucid": "21112178910972131",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was conducted, and consequently, no USPs were pitched."
    },
    {
      "ucid": "21112178910972131",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, I was asking if you are looking for anything in HR CR right now, for any order?",
      "comment": "Agent successfully asked if a current requirement exists, which is the core intent of this step."
    },
    {
      "ucid": "21112178910972131",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Alright, alright sir, okay.",
      "comment": "Agent accepted the customer's rejection and ended the call without proposing a specific next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178910972131",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "No, these days we buy secondary material, it's cheaper. ... There's a difference of three to four thousand rupees.",
      "response": "Okay, okay. So is there any thought of buying primary, sir?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}