{
  "ucid": "21112178912071481",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 15:28:34",
  "end_time": "2026-09-11 15:31:01",
  "duration_sec": 147,
  "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/DIA8cca71da6ffae81d7ac61a9631dd687a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 197,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912071481__DIA8cca71da6ffae81d7ac61a9631dd687a.mp3",
  "audio_bytes": 335880,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 111.96,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello.   (हॅलो)\n[3s] CUSTOMER: Hello, yes.   (हॅलो, हां)\n[4s] AGENT: Sir, I was calling from JSW.   (सर JSW से बात कर रहा था मैं।)\n[6s] CUSTOMER: Yes, tell me, sir.   (हां बोलिए ना सर।)\n[7s] AGENT: Hello.   (हॅलो।)\n[7s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[8s] AGENT: Hello.   (हॅलो।)\n[10s] CUSTOMER: Hello.   (हॅलो।)\n[10s] AGENT: Sir, can you hear me? Hello?   (सर आवाज आ रही है? हॅलो?)\n[11s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[12s] AGENT: What I was saying was, I'm calling from JSW One MSME. Do you have any requirement in sheet metal?   (क्या बोल रहा था, JSW One MSME से बात कर रहा था। कुछ रिक्वायरमेंट है शीट मेटल में?)\n[16s] CUSTOMER: Sir, I had given an inquiry five or six times. Then no response comes from your side.   (सर मैंने पांच छह बार इन्क्वायरी दिया था। फिर कोई रिस्पॉन्स ही नहीं आता है आपके वहां से।)\n[19s] AGENT: Oh, okay.   (अच्छा।)\n[20s] CUSTOMER: Yes, I had just put in an inquiry for 100 tons. 2.5 1500, 3 1500, uh 2 mm 1250, and our 2.5 mm 1250, one coil of each. So I put it in three or four times, I had said. Then a call comes from you people, then there's no reply, nothing at all. Neither the rate comes, nor anything.   (हां, मैंने 100 टन का डाला था अभी इन्क्वायरी। 2.5 1500, 3 1500, uh 2 mm 1250, और अपना 2.5 mm 1250, सबका एक एक कॉइल का। तो तीन चार बार डाला, बोला था। फिर फोन आता है आप लोग का, फिर कोई रिप्लाई नहीं है, कुछ भी नहीं। ना रेट का आता है, ना ही कुछ भी।)\n[30s] AGENT: Sir, for the rate, like, a PL or anything doesn't come. Yes, but the thing is that pricing can come once.   (सर रेट का तो ऐसे मतलब पीएल वगेरा तो नहीं आता। हां बट ये है की प्राइसिंग एक बार आ सकता है।)\n[34s] CUSTOMER: No, but hey, but again, no call comes back for the rate either. I had put in an inquiry for TMT, for 100 tons. Then they said something has been stopped there now, right? They've stopped direct delivery again, right?   (नहीं पर अरे पर वापिस कुछ रेट के लिए भी वापिस फोन नहीं आता। टीएमटी का डाला था 100 टन का इन्क्वायरी। फिर वो बोले अभी उधर अभी कुछ बंद हो गया है ना, डायरेक्ट डिलीवरी बंद कर दिया ना वापिस।)\n[39s] AGENT: Direct delivery has been stopped, yes.   (डायरेक्ट डिलीवरी बंद कर दिया, हां।)\n[41s] CUSTOMER: Yes.   (हां।)\n[42s] AGENT: No, if there is something now, if you have some requirement, then you tell me.   (नहीं अभी कुछ है उनका तो आपका कुछ है रिक्वायरमेंट तो बताओ आप मेरेको।)\n[45s] CUSTOMER: What are the rates now?   (क्या रेट्स क्या है अभी?)\n[46s] AGENT: 63500. 2.5 to uh what do you call it, 12 mm.   (63500. 2.5 to uh क्या बोलते है 12 mm.)\n[49s] CUSTOMER: Okay. For HR?   (ओके। HR का?)\n[50s] AGENT: 63500.\n[51s] CUSTOMER: Okay, I'll let you know.   (ठीक है, मैं बताता हूं।)\n[52s] AGENT: Yes. Okay. Yes.   (हां। ठीक है। हां।)\n[54s] CUSTOMER: Your good name, sir?   (आपका गुड नेम सर?)\n[55s] AGENT: Dhruv.   (ध्रुव।)\n[56s] CUSTOMER: Dhruv. So now I should coordinate with you only, right? After saving your number, if anything comes up?   (ध्रुव। तो अभी आपको ही, आपका नंबर स्टोर करके फिर आपको ही अभी कोऑर्डिनेट करूं ना कुछ होएगा तो?)\n[59s] AGENT: Yes, you can do it with me, or if you create it directly on the app, it will come to me only.   (हां, मुझे भी कर सकते हो, डायरेक्टली आप ऐप के ऊपर भी बना दोगे तो मेरे पास ही आएगा।)\n[62s] CUSTOMER: Okay.   (ओके।)\n[63s] AGENT: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 31,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side, but it does not significantly impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "31 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must lead the call from the beginning by following the pitch structure; instead of reacting to the customer, deliver your hook and then ask discovery questions to understand their needs.",
  "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": "not_in_stockyard",
  "supply_details": "Customer raised a past issue with a 100-ton TMT inquiry, and the agent confirmed that direct delivery for TMT has been stopped.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a previous high-volume inquirer (100 MT), immediately expressed frustration over a lack of response on past inquiries. The agent failed to follow the pitch structure, instead reacting passively to the customer's complaints and questions. The agent provided a generic HR price when asked, but did not perform discovery or set a concrete next step, ending the call with the customer stating they would 'let him know'.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified JSW but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in sheet metal?\", \"comment\": \"Agent did not lead with a supply or price hook, instead immediately asked for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, manufacturing, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; the conversation was driven by the customer's complaint and price query.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not qualify a current requirement. He only provided a generic price when asked by the customer.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes. Okay. Yes.\", \"comment\": \"No committed next step was established; the call ended with the customer saying 'I'll let you know' and the agent agreeing.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must lead the call from the beginning by following the pitch structure; instead of reacting to the customer, deliver your hook and then ask discovery questions to understand their needs.\", \"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\": \"not_in_stockyard\", \"supply_details\": \"Customer raised a past issue with a 100-ton TMT inquiry, and the agent confirmed that direct delivery for TMT has been stopped.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Sir, I had given an inquiry five or six times. Then no response comes from your side.\", \"response\": \"Oh, okay.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Okay, I'll let you know.\", \"response\": \"Yes. Okay. Yes.\"}], \"call_summary\": \"The customer, a previous high-volume inquirer (100 MT), immediately expressed frustration over a lack of response on past inquiries. The agent failed to follow the pitch structure, instead reacting passively to the customer's complaints and questions. The agent provided a generic HR price when asked, but did not perform discovery or set a concrete next step, ending the call with the customer stating they would 'let him know'.\"}",
  "error": null,
  "latency_ms": 34709,
  "input_tokens": 3733,
  "output_tokens": 893,
  "created_at": "2026-09-25 10:58:06",
  "sentiment": "neutral",
  "sentiment_score": 0.064,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 1,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.434,
  "agent_talk_sec": 21.9,
  "customer_talk_sec": 28.6,
  "dead_air_sec": 96.5,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 320.5,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 16,
  "discovery_qs": 3,
  "words_agent": 117,
  "words_customer": 170,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912071481",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.58,
      "end_s": 2.98,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178912071481",
      "idx": 1,
      "speaker": "customer",
      "start_s": 3.2,
      "end_s": 3.8,
      "text_en": "Hello, yes.",
      "text_native": "हॅलो, हां"
    },
    {
      "ucid": "21112178912071481",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.16,
      "end_s": 5.5,
      "text_en": "Sir, I was calling from JSW.",
      "text_native": "सर JSW से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.88,
      "end_s": 6.58,
      "text_en": "Yes, tell me, sir.",
      "text_native": "हां बोलिए ना सर।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 7.1,
      "text_en": "Hello.",
      "text_native": "हॅलो।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.4,
      "end_s": 7.8,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.1,
      "end_s": 9.0,
      "text_en": "Hello.",
      "text_native": "हॅलो।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.5,
      "end_s": 9.8,
      "text_en": "Hello.",
      "text_native": "हॅलो।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.1,
      "end_s": 11.1,
      "text_en": "Sir, can you hear me? Hello?",
      "text_native": "सर आवाज आ रही है? हॅलो?"
    },
    {
      "ucid": "21112178912071481",
      "idx": 9,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 11.7,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 10,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 15.0,
      "text_en": "What I was saying was, I'm calling from JSW One MSME. Do you have any requirement in sheet metal?",
      "text_native": "क्या बोल रहा था, JSW One MSME से बात कर रहा था। कुछ रिक्वायरमेंट है शीट मेटल में?"
    },
    {
      "ucid": "21112178912071481",
      "idx": 11,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 18.5,
      "text_en": "Sir, I had given an inquiry five or six times. Then no response comes from your side.",
      "text_native": "सर मैंने पांच छह बार इन्क्वायरी दिया था। फिर कोई रिस्पॉन्स ही नहीं आता है आपके वहां से।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.7,
      "end_s": 19.1,
      "text_en": "Oh, okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 13,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 29.5,
      "text_en": "Yes, I had just put in an inquiry for 100 tons. 2.5 1500, 3 1500, uh 2 mm 1250, and our 2.5 mm 1250, one coil of each. So I put it in three or four times, I had said. Then a call comes from you people, then there's no reply, nothing at all. Neither the rate comes, nor anything.",
      "text_native": "हां, मैंने 100 टन का डाला था अभी इन्क्वायरी। 2.5 1500, 3 1500, uh 2 mm 1250, और अपना 2.5 mm 1250, सबका एक एक कॉइल का। तो तीन चार बार डाला, बोला था। फिर फोन आता है आप लोग का, फिर कोई रिप्लाई नहीं है, कुछ भी नहीं। ना रेट का आता है, ना ही कुछ भी।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 14,
      "speaker": "agent",
      "start_s": 29.7,
      "end_s": 33.2,
      "text_en": "Sir, for the rate, like, a PL or anything doesn't come. Yes, but the thing is that pricing can come once.",
      "text_native": "सर रेट का तो ऐसे मतलब पीएल वगेरा तो नहीं आता। हां बट ये है की प्राइसिंग एक बार आ सकता है।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 15,
      "speaker": "customer",
      "start_s": 33.7,
      "end_s": 39.2,
      "text_en": "No, but hey, but again, no call comes back for the rate either. I had put in an inquiry for TMT, for 100 tons. Then they said something has been stopped there now, right? They've stopped direct delivery again, right?",
      "text_native": "नहीं पर अरे पर वापिस कुछ रेट के लिए भी वापिस फोन नहीं आता। टीएमटी का डाला था 100 टन का इन्क्वायरी। फिर वो बोले अभी उधर अभी कुछ बंद हो गया है ना, डायरेक्ट डिलीवरी बंद कर दिया ना वापिस।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 16,
      "speaker": "agent",
      "start_s": 39.2,
      "end_s": 40.2,
      "text_en": "Direct delivery has been stopped, yes.",
      "text_native": "डायरेक्ट डिलीवरी बंद कर दिया, हां।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 17,
      "speaker": "customer",
      "start_s": 40.7,
      "end_s": 41.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 18,
      "speaker": "agent",
      "start_s": 42.0,
      "end_s": 44.8,
      "text_en": "No, if there is something now, if you have some requirement, then you tell me.",
      "text_native": "नहीं अभी कुछ है उनका तो आपका कुछ है रिक्वायरमेंट तो बताओ आप मेरेको।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 19,
      "speaker": "customer",
      "start_s": 44.9,
      "end_s": 45.8,
      "text_en": "What are the rates now?",
      "text_native": "क्या रेट्स क्या है अभी?"
    },
    {
      "ucid": "21112178912071481",
      "idx": 20,
      "speaker": "agent",
      "start_s": 46.1,
      "end_s": 48.5,
      "text_en": "63500. 2.5 to uh what do you call it, 12 mm.",
      "text_native": "63500. 2.5 to uh क्या बोलते है 12 mm."
    },
    {
      "ucid": "21112178912071481",
      "idx": 21,
      "speaker": "customer",
      "start_s": 48.9,
      "end_s": 49.7,
      "text_en": "Okay. For HR?",
      "text_native": "ओके। HR का?"
    },
    {
      "ucid": "21112178912071481",
      "idx": 22,
      "speaker": "agent",
      "start_s": 50.0,
      "end_s": 50.5,
      "text_en": "63500.",
      "text_native": "63500."
    },
    {
      "ucid": "21112178912071481",
      "idx": 23,
      "speaker": "customer",
      "start_s": 50.9,
      "end_s": 51.9,
      "text_en": "Okay, I'll let you know.",
      "text_native": "ठीक है, मैं बताता हूं।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 24,
      "speaker": "agent",
      "start_s": 52.1,
      "end_s": 52.9,
      "text_en": "Yes. Okay. Yes.",
      "text_native": "हां। ठीक है। हां।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 25,
      "speaker": "customer",
      "start_s": 53.6,
      "end_s": 54.4,
      "text_en": "Your good name, sir?",
      "text_native": "आपका गुड नेम सर?"
    },
    {
      "ucid": "21112178912071481",
      "idx": 26,
      "speaker": "agent",
      "start_s": 54.7,
      "end_s": 55.3,
      "text_en": "Dhruv.",
      "text_native": "ध्रुव।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 27,
      "speaker": "customer",
      "start_s": 55.6,
      "end_s": 58.8,
      "text_en": "Dhruv. So now I should coordinate with you only, right? After saving your number, if anything comes up?",
      "text_native": "ध्रुव। तो अभी आपको ही, आपका नंबर स्टोर करके फिर आपको ही अभी कोऑर्डिनेट करूं ना कुछ होएगा तो?"
    },
    {
      "ucid": "21112178912071481",
      "idx": 28,
      "speaker": "agent",
      "start_s": 58.9,
      "end_s": 62.0,
      "text_en": "Yes, you can do it with me, or if you create it directly on the app, it will come to me only.",
      "text_native": "हां, मुझे भी कर सकते हो, डायरेक्टली आप ऐप के ऊपर भी बना दोगे तो मेरे पास ही आएगा।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 29,
      "speaker": "customer",
      "start_s": 62.2,
      "end_s": 62.6,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178912071481",
      "idx": 30,
      "speaker": "agent",
      "start_s": 63.2,
      "end_s": 63.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912071481",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified JSW but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178912071481",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement in sheet metal?",
      "comment": "Agent did not lead with a supply or price hook, instead immediately asked for a requirement."
    },
    {
      "ucid": "21112178912071481",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions about the customer's business, manufacturing, or procurement habits."
    },
    {
      "ucid": "21112178912071481",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs; the conversation was driven by the customer's complaint and price query."
    },
    {
      "ucid": "21112178912071481",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not qualify a current requirement. He only provided a generic price when asked by the customer."
    },
    {
      "ucid": "21112178912071481",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes. Okay. Yes.",
      "comment": "No committed next step was established; the call ended with the customer saying 'I'll let you know' and the agent agreeing."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912071481",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "Sir, I had given an inquiry five or six times. Then no response comes from your side.",
      "response": "Oh, okay."
    },
    {
      "ucid": "21112178912071481",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Okay, I'll let you know.",
      "response": "Yes. Okay. Yes."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}