{
  "ucid": "21112178912203611",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 15:50:36",
  "end_time": "2026-09-11 15:52:55",
  "duration_sec": 139,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA991512c27f6392389881c6baba09da36.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 190,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912203611__DIA991512c27f6392389881c6baba09da36.mp3",
  "audio_bytes": 358560,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 119.52,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो)\n[2s] AGENT: Suresh ji?   (सुरेश जी?)\n[3s] AGENT: Hello?   (हॅलो?)\n[4s] AGENT: Yes, good evening. This is Ronak Mehta speaking from JSW One. Sir, do you have any requirement for HR coil for your firm right now?   (जी गुड इवनिंग, रौनक मेहता बात कर रहा हूं मैं जेएसडब्ल्यू वन से। सर अभी एचआर कॉइल पे कुछ रिक्वायरमेंट आ रही है आपके फर्म के लिए?)\n[8s] CUSTOMER: What is the rate for HR coil, brother, for 2 mm?   (एचआर कॉइल दा की रेट है भाजी टू एमएम दा आएगा?)\n[11s] AGENT: Today's, sir, is sixty-three.   (आज का सर सिक्सटी थ्री।)\n[12s] CUSTOMER: Sixty-three?   (सिक्सटी थ्री?)\n[13s] AGENT: Yes, yes. Sir, one second, your lo- your lo- let me check your location once. It's Ludhiana, right?   (जी जी। सर एक सेकंड आपका लो- आपका लो- आपका लोकेशन एक बार मैं चेक कर लेता हूं। लुधियाना है ना?)\n[17s] CUSTOMER: In Ludhiana. Yes.   (लुधियाना में। हां जी।)\n[18s] AGENT: Okay. And in what mm do you have a requirement, sir?   (ओके। और कितने एमएम में रिक्वायरमेंट आती है आपको सर?)\n[20s] CUSTOMER: 2 mm, 2.5, we need two.   (टू एमएम, टू पॉइंट फाइव, दो लगते हैं हमारे।)\n[22s] AGENT: 2.5 will be available, sir.   (टू पॉइंट फाइव तो मिल जाएगा सर।)\n[24s] CUSTOMER: What is the rate for 2.5?   (टू पॉइंट फाइव की रेट है?)\n[25s] AGENT: For 2.5, sir, I just told you, this is sixty-three... one minute, huh, sixty-three is the rate, sir.   (टू पॉइंट फाइव की सर आपको मैंने बताई अभी जस्ट ये सिक्सटी थ्री एक मिनट हां, सिक्सटी थ्री चल रहा है सर।)\n[30s] CUSTOMER: In CR, in CR, what is the rate, is the material available?   (सीआर में सीआर में क्या रेट है माल पड़ा है?)\n[32s] AGENT: One minute. The pricing, sir, is only increasing. Right now it's 63050 for coil and 63350 for sheet, sir.   (एक मिनट। प्राइसिंग सर बढ़ ही रही है। अभी सिक्सटी थ्री जीरो फाइव जीरो चल रही है सर कॉइल की और सिक्सटी थ्री थ्री फिफ्टी शीट की सर।)\n[38s] CUSTOMER: You please note down a number, he looks after all the purchasing. 98140   (आप ना एक नंबर नोट कीजिए, परचेस सारी यही देखते हैं। नाइन एट वन फोर जीरो)\n[40s] AGENT: One minute, huh. What did you say?   (एक मिनट हां। क्या बोला आपने?)\n[42s] CUSTOMER: 98140   (नाइन एट वन फोर जीरो)\n[43s] AGENT: 98140   (नाइन एट वन फोर जीरो)\n[44s] CUSTOMER: 22002.   (डबल टू डबल जीरो टू।)\n[46s] AGENT: 22002. Okay. Sir, what will be his name?   (डबल टू डबल जीरो टू। ओके। ये सर इनका नाम क्या रहेगा?)\n[50s] CUSTOMER: His name is Jagdish Malik.   (इनका जगदीश मलिक नाम है।)\n[52s] AGENT: What? Jagdish?   (क्या? जगदीश?)\n[52s] CUSTOMER: Jagdish Malik ji, yes.   (जगदीश मलिक जी, हां जी।)\n[54s] AGENT: Okay. Okay, he looks after the entire purchase?   (ओके। ओके, ये पूरा परचेस देखते हैं क्या?)\n[57s] CUSTOMER: The total purchase is with him only.   (ये टोटल परचेस इन्हीं के पास ही है।)\n[59s] AGENT: Okay.   (ओके।)\n[60s] AGENT: Okay sir, I'll just, uh, check, I'll talk to him once. Will now be a good time to talk to him?   (ठीक है सर, मैं एक बार है ना, ये चेक, उनसे एक बार बात कर लेता हूं। अभी अभी सही टाइम रहेगा उनसे बात करने के लिए?)\n[65s] CUSTOMER: Yes, go ahead, go ahead.   (हां, कर लो कर लो।)\n[66s] AGENT: Okay, okay sir, that'll work. Thank you.   (ओके ओके सर, चलेगा। थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"Punjabi\", \"English\"]",
  "turn_count": 31,
  "connected": 1,
  "audio_notes": "clear: Some background chatter on the agent's side, but the main conversation is clear.",
  "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": 1.0,
  "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\"]",
  "pitch_coaching_note": "When a customer immediately asks for price, acknowledge it but pivot back to the script to complete discovery before quoting, so you can frame the price with 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 initiated the call, but the customer immediately took control, asking for the price of HR and CR coil. The agent provided a price for HR but did not conduct any discovery. The customer then stated he was not the right person for purchasing and provided the contact details for the correct manager. The agent agreed to call the new contact immediately, ending the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for HR coil for your firm right now?\", \"comment\": \"Agent did not ask if it was a good time to talk, jumping directly to a requirement question instead of getting permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; the customer immediately took control of the call by asking for the price.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer deflected the conversation to price and then to a different contact person.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"in what mm do you have a requirement, sir?\", \"comment\": \"Agent only partially qualified the need (thickness, location) before the customer redirected him to another contact.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Will now be a good time to talk to him?\", \"comment\": \"Agent established a clear and immediate next step by confirming he would call the correct purchasing manager.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for price, acknowledge it but pivot back to the script to complete discovery before quoting, so you can frame the price with 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\": [], \"call_summary\": \"The agent initiated the call, but the customer immediately took control, asking for the price of HR and CR coil. The agent provided a price for HR but did not conduct any discovery. The customer then stated he was not the right person for purchasing and provided the contact details for the correct manager. The agent agreed to call the new contact immediately, ending the call.\"}",
  "error": null,
  "latency_ms": 30081,
  "input_tokens": 3657,
  "output_tokens": 733,
  "created_at": "2026-09-25 10:57:25",
  "sentiment": "positive",
  "sentiment_score": 0.483,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.688,
  "agent_talk_sec": 37.7,
  "customer_talk_sec": 17.1,
  "dead_air_sec": 84.2,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 259.4,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 14,
  "discovery_qs": 11,
  "words_agent": 163,
  "words_customer": 79,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912203611",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.57,
      "end_s": 1.01,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178912203611",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 2.51,
      "text_en": "Suresh ji?",
      "text_native": "सुरेश जी?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 3.31,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.67,
      "end_s": 7.6,
      "text_en": "Yes, good evening. This is Ronak Mehta speaking from JSW One. Sir, do you have any requirement for HR coil for your firm right now?",
      "text_native": "जी गुड इवनिंग, रौनक मेहता बात कर रहा हूं मैं जेएसडब्ल्यू वन से। सर अभी एचआर कॉइल पे कुछ रिक्वायरमेंट आ रही है आपके फर्म के लिए?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.1,
      "end_s": 10.2,
      "text_en": "What is the rate for HR coil, brother, for 2 mm?",
      "text_native": "एचआर कॉइल दा की रेट है भाजी टू एमएम दा आएगा?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.8,
      "end_s": 11.8,
      "text_en": "Today's, sir, is sixty-three.",
      "text_native": "आज का सर सिक्सटी थ्री।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 12.7,
      "text_en": "Sixty-three?",
      "text_native": "सिक्सटी थ्री?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.1,
      "end_s": 16.8,
      "text_en": "Yes, yes. Sir, one second, your lo- your lo- let me check your location once. It's Ludhiana, right?",
      "text_native": "जी जी। सर एक सेकंड आपका लो- आपका लो- आपका लोकेशन एक बार मैं चेक कर लेता हूं। लुधियाना है ना?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 17.7,
      "text_en": "In Ludhiana. Yes.",
      "text_native": "लुधियाना में। हां जी।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.9,
      "end_s": 19.9,
      "text_en": "Okay. And in what mm do you have a requirement, sir?",
      "text_native": "ओके। और कितने एमएम में रिक्वायरमेंट आती है आपको सर?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 21.9,
      "text_en": "2 mm, 2.5, we need two.",
      "text_native": "टू एमएम, टू पॉइंट फाइव, दो लगते हैं हमारे।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 11,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 23.2,
      "text_en": "2.5 will be available, sir.",
      "text_native": "टू पॉइंट फाइव तो मिल जाएगा सर।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.8,
      "end_s": 24.5,
      "text_en": "What is the rate for 2.5?",
      "text_native": "टू पॉइंट फाइव की रेट है?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 29.2,
      "text_en": "For 2.5, sir, I just told you, this is sixty-three... one minute, huh, sixty-three is the rate, sir.",
      "text_native": "टू पॉइंट फाइव की सर आपको मैंने बताई अभी जस्ट ये सिक्सटी थ्री एक मिनट हां, सिक्सटी थ्री चल रहा है सर।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 31.3,
      "text_en": "In CR, in CR, what is the rate, is the material available?",
      "text_native": "सीआर में सीआर में क्या रेट है माल पड़ा है?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 15,
      "speaker": "agent",
      "start_s": 32.1,
      "end_s": 36.9,
      "text_en": "One minute. The pricing, sir, is only increasing. Right now it's 63050 for coil and 63350 for sheet, sir.",
      "text_native": "एक मिनट। प्राइसिंग सर बढ़ ही रही है। अभी सिक्सटी थ्री जीरो फाइव जीरो चल रही है सर कॉइल की और सिक्सटी थ्री थ्री फिफ्टी शीट की सर।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 16,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 40.2,
      "text_en": "You please note down a number, he looks after all the purchasing. 98140",
      "text_native": "आप ना एक नंबर नोट कीजिए, परचेस सारी यही देखते हैं। नाइन एट वन फोर जीरो"
    },
    {
      "ucid": "21112178912203611",
      "idx": 17,
      "speaker": "agent",
      "start_s": 40.5,
      "end_s": 41.6,
      "text_en": "One minute, huh. What did you say?",
      "text_native": "एक मिनट हां। क्या बोला आपने?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 18,
      "speaker": "customer",
      "start_s": 41.9,
      "end_s": 42.8,
      "text_en": "98140",
      "text_native": "नाइन एट वन फोर जीरो"
    },
    {
      "ucid": "21112178912203611",
      "idx": 19,
      "speaker": "agent",
      "start_s": 43.0,
      "end_s": 43.9,
      "text_en": "98140",
      "text_native": "नाइन एट वन फोर जीरो"
    },
    {
      "ucid": "21112178912203611",
      "idx": 20,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.6,
      "text_en": "22002.",
      "text_native": "डबल टू डबल जीरो टू।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 21,
      "speaker": "agent",
      "start_s": 45.9,
      "end_s": 49.4,
      "text_en": "22002. Okay. Sir, what will be his name?",
      "text_native": "डबल टू डबल जीरो टू। ओके। ये सर इनका नाम क्या रहेगा?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 22,
      "speaker": "customer",
      "start_s": 49.8,
      "end_s": 51.2,
      "text_en": "His name is Jagdish Malik.",
      "text_native": "इनका जगदीश मलिक नाम है।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 23,
      "speaker": "agent",
      "start_s": 51.6,
      "end_s": 52.2,
      "text_en": "What? Jagdish?",
      "text_native": "क्या? जगदीश?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 24,
      "speaker": "customer",
      "start_s": 52.5,
      "end_s": 53.6,
      "text_en": "Jagdish Malik ji, yes.",
      "text_native": "जगदीश मलिक जी, हां जी।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 25,
      "speaker": "agent",
      "start_s": 54.0,
      "end_s": 56.8,
      "text_en": "Okay. Okay, he looks after the entire purchase?",
      "text_native": "ओके। ओके, ये पूरा परचेस देखते हैं क्या?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 26,
      "speaker": "customer",
      "start_s": 57.1,
      "end_s": 58.5,
      "text_en": "The total purchase is with him only.",
      "text_native": "ये टोटल परचेस इन्हीं के पास ही है।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 27,
      "speaker": "agent",
      "start_s": 58.8,
      "end_s": 59.2,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 28,
      "speaker": "agent",
      "start_s": 60.3,
      "end_s": 64.8,
      "text_en": "Okay sir, I'll just, uh, check, I'll talk to him once. Will now be a good time to talk to him?",
      "text_native": "ठीक है सर, मैं एक बार है ना, ये चेक, उनसे एक बार बात कर लेता हूं। अभी अभी सही टाइम रहेगा उनसे बात करने के लिए?"
    },
    {
      "ucid": "21112178912203611",
      "idx": 29,
      "speaker": "customer",
      "start_s": 64.9,
      "end_s": 65.8,
      "text_en": "Yes, go ahead, go ahead.",
      "text_native": "हां, कर लो कर लो।"
    },
    {
      "ucid": "21112178912203611",
      "idx": 30,
      "speaker": "agent",
      "start_s": 66.2,
      "end_s": 68.1,
      "text_en": "Okay, okay sir, that'll work. Thank you.",
      "text_native": "ओके ओके सर, चलेगा। थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912203611",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for HR coil for your firm right now?",
      "comment": "Agent did not ask if it was a good time to talk, jumping directly to a requirement question instead of getting permission."
    },
    {
      "ucid": "21112178912203611",
      "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 deliver a hook; the customer immediately took control of the call by asking for the price."
    },
    {
      "ucid": "21112178912203611",
      "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 as the customer deflected the conversation to price and then to a different contact person."
    },
    {
      "ucid": "21112178912203611",
      "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 as no discovery was done to identify customer needs."
    },
    {
      "ucid": "21112178912203611",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "in what mm do you have a requirement, sir?",
      "comment": "Agent only partially qualified the need (thickness, location) before the customer redirected him to another contact."
    },
    {
      "ucid": "21112178912203611",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Will now be a good time to talk to him?",
      "comment": "Agent established a clear and immediate next step by confirming he would call the correct purchasing manager."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}