{
  "ucid": "21112178912572521",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 16:52:05",
  "end_time": "2026-09-11 16:53:23",
  "duration_sec": 78,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9e02e7ede316e4f6e35dd58e145ab8d7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 172,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912572521__DIA9e02e7ede316e4f6e35dd58e145ab8d7.mp3",
  "audio_bytes": 202608,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 67.536,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello?   (हेलो?)\n[4s] AGENT: Hello?   (हेलो?)\n[4s] AGENT: Hello, am I speaking to Balaji Sangam Enterprises?   (हेलो बालाजी संगम एंटरप्राइजेस से बोल रहे?)\n[6s] CUSTOMER: Yes.   (जी।)\n[7s] AGENT: Sir, hello, this is Aditya Pandey speaking from JSW One.   (सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[9s] CUSTOMER: Yes, Mr. Pandey.   (जी पांडे जी।)\n[10s] AGENT: Sir, you were registered on our platform, I called regarding that. Do you have any requirement for HR this month?   (सर जी हमारे प्लेटफार्म पे आप रजिस्टर्ड थे, उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर HR में इस मंथ?)\n[14s] CUSTOMER: For what?   (क्या चीज के लिए?)\n[15s] AGENT: Anything in E250 grade or GI 350 grade, if you have any material requirement.   (E250 grade में कुछ या GI 350 grade कुछ चाहिए आपका मटेरियल रिक्वायर्ड हो तो।)\n[18s] CUSTOMER: What do you deal in?   (आप क्या चीज में डील करते हैं?)\n[20s] AGENT: Sir, we do HR, CR, PGI, GP, everything, sir. We also do TMT structural.   (सर हम लोग HR, CR, PGI, GP सब करते हैं सर। TMT स्ट्रक्चरल भी करते हैं।)\n[23s] CUSTOMER: Where are you located?   (आपका कहां पर है?)\n[25s] AGENT: Sir, where will you need it? I mean, ours is in Ghaziabad. We have a stockyard in Ghaziabad.   (सर आपको कहां लगेगा? मतलब गाजियाबाद में है हमारा। गाजियाबाद में स्टॉकयार्ड है हमारा।)\n[28s] CUSTOMER: I have a trading business. I supply to contractors, I supply some to the government sector.   (मेरा ट्रेडिंग का काम है। मैं कॉन्ट्रैक्टर को सप्लाई देता हूं, कुछ गवर्नमेंट सेक्टर में देता हूं।)\n[32s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[33s] CUSTOMER: So what all, what all do you have? Do you have angle, channel? Do you have plate?   (तो आप क्या-क्या, आपके पास क्या-क्या है? एंगल, चैनल भी है क्या? प्लेट भी है क्या?)\n[36s] AGENT: Yes, we will have it, sir. We have plate, right? Angle, channel, plate, we have everything.   (हां रहेगा ना सर। प्लेट रहता ना। एंगल, चैनल, प्लेट सब रहता।)\n[38s] CUSTOMER: Send me the complete details once.   (एक बार कंप्लीट डिटेल मेरे को भेजिए ना आप एक बार।)\n[40s] AGENT: Okay. If you have any requirement, let me know in that.   (ठीक है। कुछ रिक्वायरमेंट रहा तो उसमें बताइएगा।)\n[42s] CUSTOMER: Yes, yes, send it to me. Send your visiting card as well.   (हां हां, मेरे को भेजिए। विजिटिंग कार्ड भी अपना भेज दीजिए।)\n[44s] AGENT: Absolutely.   (बिलकुल।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: Some background office noise on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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": "When a customer asks you to 'send details', you must try to convert that into a specific requirement to quote on, otherwise the lead goes cold and you have no reason to call back.",
  "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": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead who identified as a trader supplying to contractors and the government sector. The customer inquired about the product range (angles, channels, plates) and location, which the agent confirmed. The call concluded with the agent agreeing to send company details without securing a specific requirement or a firm follow-up action.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, you were registered on our platform, I called regarding that. Do you have any requirement for HR this month?\", \"comment\": \"agent did not ask for permission to speak, instead jumping directly into a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, we do HR, CR, PGI, GP, everything, sir. We also do TMT structural.\", \"comment\": \"agent did not provide a benefit-led hook and instead listed products when prompted by the customer.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"I have a trading business. I supply to contractors, I supply some to the government sector.\", \"comment\": \"agent only uncovered business type and end-use (both volunteered by customer), failing to ask about volume, suppliers, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"agent did not pitch any USPs, only answering direct questions about location and product categories.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If you have any requirement, let me know in that.\", \"comment\": \"agent asked for a requirement but did not probe or attempt to capture specific details when the customer deflected.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Send me the complete details once... Absolutely.\", \"comment\": \"agent agreed to send general details, which is not a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks you to 'send details', you must try to convert that into a specific requirement to quote on, otherwise the lead goes cold and you have no reason to call back.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Send me the complete details once.\", \"response\": \"Okay. If you have any requirement, let me know in that.\"}], \"call_summary\": \"The agent contacted a lead who identified as a trader supplying to contractors and the government sector. The customer inquired about the product range (angles, channels, plates) and location, which the agent confirmed. The call concluded with the agent agreeing to send company details without securing a specific requirement or a firm follow-up action.\"}",
  "error": null,
  "latency_ms": 35780,
  "input_tokens": 3287,
  "output_tokens": 854,
  "created_at": "2026-09-25 10:55:48",
  "sentiment": "positive",
  "sentiment_score": 0.74,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.588,
  "agent_talk_sec": 20.0,
  "customer_talk_sec": 14.0,
  "dead_air_sec": 44.0,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 345.0,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 10,
  "discovery_qs": 5,
  "words_agent": 115,
  "words_customer": 67,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912572521",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.98,
      "end_s": 3.3,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178912572521",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.5,
      "end_s": 3.81,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178912572521",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.08,
      "end_s": 5.6,
      "text_en": "Hello, am I speaking to Balaji Sangam Enterprises?",
      "text_native": "हेलो बालाजी संगम एंटरप्राइजेस से बोल रहे?"
    },
    {
      "ucid": "21112178912572521",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.1,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 9.0,
      "text_en": "Sir, hello, this is Aditya Pandey speaking from JSW One.",
      "text_native": "सर जी नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.4,
      "end_s": 10.1,
      "text_en": "Yes, Mr. Pandey.",
      "text_native": "जी पांडे जी।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.3,
      "end_s": 13.5,
      "text_en": "Sir, you were registered on our platform, I called regarding that. Do you have any requirement for HR this month?",
      "text_native": "सर जी हमारे प्लेटफार्म पे आप रजिस्टर्ड थे, उसी के रिगार्डिंग कॉल किया था। कुछ रिक्वायरमेंट थी सर HR में इस मंथ?"
    },
    {
      "ucid": "21112178912572521",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.9,
      "end_s": 14.6,
      "text_en": "For what?",
      "text_native": "क्या चीज के लिए?"
    },
    {
      "ucid": "21112178912572521",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.9,
      "end_s": 17.8,
      "text_en": "Anything in E250 grade or GI 350 grade, if you have any material requirement.",
      "text_native": "E250 grade में कुछ या GI 350 grade कुछ चाहिए आपका मटेरियल रिक्वायर्ड हो तो।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.3,
      "end_s": 19.5,
      "text_en": "What do you deal in?",
      "text_native": "आप क्या चीज में डील करते हैं?"
    },
    {
      "ucid": "21112178912572521",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 23.0,
      "text_en": "Sir, we do HR, CR, PGI, GP, everything, sir. We also do TMT structural.",
      "text_native": "सर हम लोग HR, CR, PGI, GP सब करते हैं सर। TMT स्ट्रक्चरल भी करते हैं।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 11,
      "speaker": "customer",
      "start_s": 23.3,
      "end_s": 24.0,
      "text_en": "Where are you located?",
      "text_native": "आपका कहां पर है?"
    },
    {
      "ucid": "21112178912572521",
      "idx": 12,
      "speaker": "agent",
      "start_s": 25.0,
      "end_s": 27.8,
      "text_en": "Sir, where will you need it? I mean, ours is in Ghaziabad. We have a stockyard in Ghaziabad.",
      "text_native": "सर आपको कहां लगेगा? मतलब गाजियाबाद में है हमारा। गाजियाबाद में स्टॉकयार्ड है हमारा।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 13,
      "speaker": "customer",
      "start_s": 27.9,
      "end_s": 31.8,
      "text_en": "I have a trading business. I supply to contractors, I supply some to the government sector.",
      "text_native": "मेरा ट्रेडिंग का काम है। मैं कॉन्ट्रैक्टर को सप्लाई देता हूं, कुछ गवर्नमेंट सेक्टर में देता हूं।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 14,
      "speaker": "agent",
      "start_s": 32.1,
      "end_s": 32.6,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 15,
      "speaker": "customer",
      "start_s": 32.8,
      "end_s": 35.4,
      "text_en": "So what all, what all do you have? Do you have angle, channel? Do you have plate?",
      "text_native": "तो आप क्या-क्या, आपके पास क्या-क्या है? एंगल, चैनल भी है क्या? प्लेट भी है क्या?"
    },
    {
      "ucid": "21112178912572521",
      "idx": 16,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 37.8,
      "text_en": "Yes, we will have it, sir. We have plate, right? Angle, channel, plate, we have everything.",
      "text_native": "हां रहेगा ना सर। प्लेट रहता ना। एंगल, चैनल, प्लेट सब रहता।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 17,
      "speaker": "customer",
      "start_s": 38.0,
      "end_s": 39.7,
      "text_en": "Send me the complete details once.",
      "text_native": "एक बार कंप्लीट डिटेल मेरे को भेजिए ना आप एक बार।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 18,
      "speaker": "agent",
      "start_s": 40.2,
      "end_s": 41.7,
      "text_en": "Okay. If you have any requirement, let me know in that.",
      "text_native": "ठीक है। कुछ रिक्वायरमेंट रहा तो उसमें बताइएगा।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 19,
      "speaker": "customer",
      "start_s": 41.9,
      "end_s": 43.8,
      "text_en": "Yes, yes, send it to me. Send your visiting card as well.",
      "text_native": "हां हां, मेरे को भेजिए। विजिटिंग कार्ड भी अपना भेज दीजिए।"
    },
    {
      "ucid": "21112178912572521",
      "idx": 20,
      "speaker": "agent",
      "start_s": 44.2,
      "end_s": 44.6,
      "text_en": "Absolutely.",
      "text_native": "बिलकुल।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912572521",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, you were registered on our platform, I called regarding that. Do you have any requirement for HR this month?",
      "comment": "agent did not ask for permission to speak, instead jumping directly into a requirement question."
    },
    {
      "ucid": "21112178912572521",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, we do HR, CR, PGI, GP, everything, sir. We also do TMT structural.",
      "comment": "agent did not provide a benefit-led hook and instead listed products when prompted by the customer."
    },
    {
      "ucid": "21112178912572521",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "I have a trading business. I supply to contractors, I supply some to the government sector.",
      "comment": "agent only uncovered business type and end-use (both volunteered by customer), failing to ask about volume, suppliers, or payment terms."
    },
    {
      "ucid": "21112178912572521",
      "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, only answering direct questions about location and product categories."
    },
    {
      "ucid": "21112178912572521",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If you have any requirement, let me know in that.",
      "comment": "agent asked for a requirement but did not probe or attempt to capture specific details when the customer deflected."
    },
    {
      "ucid": "21112178912572521",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Send me the complete details once... Absolutely.",
      "comment": "agent agreed to send general details, which is not a committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912572521",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Send me the complete details once.",
      "response": "Okay. If you have any requirement, let me know in that."
    }
  ],
  "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": []
}