{
  "ucid": "21112178912031631",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 15:21:56",
  "end_time": "2026-09-11 15:23:10",
  "duration_sec": 74,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd019f930b0bdb598f70eb88b574b0fb4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 203,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912031631__DIAd019f930b0bdb598f70eb88b574b0fb4.mp3",
  "audio_bytes": 157464,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 52.488,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Fortune Steel?\n[3s] CUSTOMER: Yes.   (हां।)\n[3s] AGENT: Sir, I was calling from JSW One.   (सर JSW One से बात कर रहा था मैं।)\n[6s] CUSTOMER: Yes sir, tell me.   (हां सर बोलिए।)\n[7s] AGENT: Uh sir, your account was registered, so I called regarding that.   (अह सर अपना अकाउंट रजिस्टर्ड था, तो उसी रिगार्डिंग मैंने कॉल किया था।)\n[11s] CUSTOMER: Yes, yes.   (हां हां।)\n[11s] AGENT: Do you want to know anything, do you want to buy anything sir, like steel, right now?   (कुछ जानना है, कुछ लेना है सर स्टील वगेरा अभी?)\n[14s] CUSTOMER: No sir, right now there is no requirement. For now, what is the rate for HR, sir?   (नहीं सर अभी तो कोई रिक्वायरमेंट नहीं। फिलहाल HR का क्या रेट है सर?)\n[18s] AGENT: Sixty-three one hundred.   (त्रेसठ एक सौ।)\n[20s] CUSTOMER: Sixty-three one hundred.   (त्रेसठ एक सौ।)\n[20s] CUSTOMER: That's the biggest problem, sir. The rate has increased so much that sir, no one is ready to give any work.   (वही सबसे बड़ी सर दिक्कत हो गई ना सर। रेट इतना ज्यादा प्लस हो गया है कि सर कोई काम ही देने को तैयार नहीं है।)\n[26s] AGENT: Hmm, that problem is there, sir.   (हम्म, वो दिक्कत तो है सर।)\n[27s] CUSTOMER: Hmm hmm hmm hmm.   (हम्म हम्म हम्म हम्म।)\n[28s] CUSTOMER: Okay sir, I have your number. Uh, what is his name...   (ठीक है सर, मेरे पास नंबर है आपका। अह कोई क्या नाम है उनका...)\n[32s] AGENT: Okay, okay.   (ठीक है, ठीक है।)\n[32s] CUSTOMER: Yes, absolutely, absolutely. Yes, absolutely sir, absolutely.   (हां बिलकुल बिलकुल। हां बिलकुल सर, बिलकुल।)\n[34s] AGENT: Okay sir.   (ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present but does not significantly hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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 has no immediate need, you must still follow the script to build a future opportunity; you skipped discovery and failed to handle the price objection, missing the chance to explain our value.",
  "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 manufacturing lead and, after identifying JSW, immediately asked for a requirement. The customer denied having a need but asked for the HR price. Upon hearing the rate, the customer complained about high market prices hurting business; the agent agreed with the objection and the call ended without any follow-up actions.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but did not ask for permission to speak before proceeding.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a value hook and instead immediately asked if the customer wanted to buy.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched, even when the customer raised a clear price objection.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you want to know anything, do you want to buy anything sir, like steel, right now?\", \"comment\": \"Agent successfully asked if a current requirement existed, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended vaguely with no committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate need, you must still follow the script to build a future opportunity; you skipped discovery and failed to handle the price objection, missing the chance to explain our value.\", \"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\": \"The rate has increased so much that sir, no one is ready to give any work.\", \"response\": \"Hmm, that problem is there, sir.\"}], \"call_summary\": \"The agent contacted a manufacturing lead and, after identifying JSW, immediately asked for a requirement. The customer denied having a need but asked for the HR price. Upon hearing the rate, the customer complained about high market prices hurting business; the agent agreed with the objection and the call ended without any follow-up actions.\"}",
  "error": null,
  "latency_ms": 35557,
  "input_tokens": 3069,
  "output_tokens": 761,
  "created_at": "2026-09-25 10:58:50",
  "sentiment": "neutral",
  "sentiment_score": 0.008,
  "sentiment_confidence": "high",
  "pos": 17,
  "neg": 12,
  "lex_hits": 13,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.404,
  "agent_talk_sec": 10.8,
  "customer_talk_sec": 15.9,
  "dead_air_sec": 47.3,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 283.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 10,
  "discovery_qs": 2,
  "words_agent": 51,
  "words_customer": 72,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912031631",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.24,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178912031631",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.77,
      "end_s": 2.47,
      "text_en": "Fortune Steel?",
      "text_native": "Fortune Steel?"
    },
    {
      "ucid": "21112178912031631",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.77,
      "end_s": 3.04,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.46,
      "end_s": 5.2,
      "text_en": "Sir, I was calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.29,
      "end_s": 7.0,
      "text_en": "Yes sir, tell me.",
      "text_native": "हां सर बोलिए।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.46,
      "end_s": 10.6,
      "text_en": "Uh sir, your account was registered, so I called regarding that.",
      "text_native": "अह सर अपना अकाउंट रजिस्टर्ड था, तो उसी रिगार्डिंग मैंने कॉल किया था।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.83,
      "end_s": 11.23,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.43,
      "end_s": 13.7,
      "text_en": "Do you want to know anything, do you want to buy anything sir, like steel, right now?",
      "text_native": "कुछ जानना है, कुछ लेना है सर स्टील वगेरा अभी?"
    },
    {
      "ucid": "21112178912031631",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.3,
      "end_s": 17.44,
      "text_en": "No sir, right now there is no requirement. For now, what is the rate for HR, sir?",
      "text_native": "नहीं सर अभी तो कोई रिक्वायरमेंट नहीं। फिलहाल HR का क्या रेट है सर?"
    },
    {
      "ucid": "21112178912031631",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.93,
      "end_s": 18.84,
      "text_en": "Sixty-three one hundred.",
      "text_native": "त्रेसठ एक सौ।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 20.14,
      "text_en": "Sixty-three one hundred.",
      "text_native": "त्रेसठ एक सौ।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.43,
      "end_s": 25.2,
      "text_en": "That's the biggest problem, sir. The rate has increased so much that sir, no one is ready to give any work.",
      "text_native": "वही सबसे बड़ी सर दिक्कत हो गई ना सर। रेट इतना ज्यादा प्लस हो गया है कि सर कोई काम ही देने को तैयार नहीं है।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 12,
      "speaker": "agent",
      "start_s": 25.73,
      "end_s": 26.83,
      "text_en": "Hmm, that problem is there, sir.",
      "text_native": "हम्म, वो दिक्कत तो है सर।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 13,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 27.8,
      "text_en": "Hmm hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 31.5,
      "text_en": "Okay sir, I have your number. Uh, what is his name...",
      "text_native": "ठीक है सर, मेरे पास नंबर है आपका। अह कोई क्या नाम है उनका..."
    },
    {
      "ucid": "21112178912031631",
      "idx": 15,
      "speaker": "agent",
      "start_s": 31.5,
      "end_s": 32.0,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 16,
      "speaker": "customer",
      "start_s": 32.1,
      "end_s": 33.9,
      "text_en": "Yes, absolutely, absolutely. Yes, absolutely sir, absolutely.",
      "text_native": "हां बिलकुल बिलकुल। हां बिलकुल सर, बिलकुल।"
    },
    {
      "ucid": "21112178912031631",
      "idx": 17,
      "speaker": "agent",
      "start_s": 34.2,
      "end_s": 34.6,
      "text_en": "Okay sir.",
      "text_native": "ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912031631",
      "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 did not ask for permission to speak before proceeding."
    },
    {
      "ucid": "21112178912031631",
      "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 value hook and instead immediately asked if the customer wanted to buy."
    },
    {
      "ucid": "21112178912031631",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business or procurement habits."
    },
    {
      "ucid": "21112178912031631",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched, even when the customer raised a clear price objection."
    },
    {
      "ucid": "21112178912031631",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you want to know anything, do you want to buy anything sir, like steel, right now?",
      "comment": "Agent successfully asked if a current requirement existed, which the customer denied."
    },
    {
      "ucid": "21112178912031631",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended vaguely with no committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912031631",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "The rate has increased so much that sir, no one is ready to give any work.",
      "response": "Hmm, that problem is there, 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": [
    "rejection"
  ]
}