{
  "ucid": "21112178912780881",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 17:26:48",
  "end_time": "2026-09-11 17:28:16",
  "duration_sec": 88,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8c1f2925687c3e9d79917df4c142d1e0.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 164,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912780881__DIA8c1f2925687c3e9d79917df4c142d1e0.mp3",
  "audio_bytes": 208440,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 69.48,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes.   (हां जी।)\n[3s] AGENT: Yes sir, Hardik here, I was calling from JSW One.   (हां जी सर, हार्दिक यहां बात कर रहा था JSW One से।)\n[5s] CUSTOMER: Yes, yes.   (हां जी, हां जी।)\n[6s] AGENT: Sir, in your Krishna Steel, is there any requirement for HR etc. right now?   (सर, ये अपना कृष्णा स्टील में अभी कुछ रिक्वायरमेंट रहेगा क्या HR वगेरा का?)\n[9s] CUSTOMER: We need 9.8 1500, 20 E250 2062.   (अपने को 9.8 1500 चाहिए 20 E250 2062.)\n[12s] AGENT: 2060, what thickness?   (2060 कितना thickness?)\n[14s] CUSTOMER: 9.8 1500.\n[16s] AGENT: Okay, 9.8.   (अच्छा 9.8.)\n[17s] CUSTOMER: E250 2062.\n[19s] AGENT: Okay, one coil?   (अच्छा, एक coil?)\n[19s] CUSTOMER: Yes. We'll take two as well.   (जी। दो भी ले लेंगे।)\n[21s] AGENT: Will take two as well. But it has to be 9.8.   (दो भी ले लेंगे। But 9.8 ही हुआ।)\n[23s] CUSTOMER: Hmm.   (हम्म।)\n[24s] AGENT: Won't ten work, sir?   (दस नहीं चलेगी सर?)\n[25s] CUSTOMER: How so?   (कैसे?)\n[25s] AGENT: I said, won't 10 mm work if 9.8 is not available?   (मैंने कहा 10 mm नहीं चलेगी अगर 9.8 ना हो?)\n[28s] CUSTOMER: No no, we need 9.8 only.   (नहीं नहीं 9.8 ही चाहिए।)\n[29s] AGENT: You need 9.8 only. Okay. Well, I'll get it checked. If it's in stock, I'll let you know. Okay?   (9.8 ही चाहिए। ठीक है। चलो मैं चेक करा लेता हूं स्टॉक में होती है तो बताता हूं आपको। ठीक है?)\n[32s] CUSTOMER: What is the price?   (क्या प्राइस क्या है?)\n[33s] AGENT: What's the pricing? Right now it's 63, sir. 63.   (Pricing कितना है? अभी 63 का है सर। 63.)\n[36s] CUSTOMER: Okay. Then don't check for it right now.   (Okay. फिर अभी पता मत करवाना।)\n[37s] AGENT: Yes?   (हां जी?)\n[38s] CUSTOMER: Then let it be for now, stop, don't check for it right now.   (फिर अभी मत रहने देना, रुक जाना, अभी पता मत करना।)\n[40s] AGENT: Hmm. Okay, okay. Well, if it becomes less, then tell me.   (हम्म। ठीक है, ठीक है। चलो कम होता है तो बताना।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: There is some minor background chatter on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 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 states a requirement upfront, you must still follow the pitch structure to understand their business before trying to solve for the requirement. Crucially, when a price objection is raised, you must handle it by discussing value instead of ending the call.",
  "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": "spec_not_available",
  "supply_details": "Customer required 9.8mm thickness; agent offered 10mm as an alternative, suggesting the specific 9.8mm spec is not a standard stocked item.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately stated a requirement for a specific HR coil (9.8mm thickness). The agent quoted a price of 63, which the customer rejected as too high, telling the agent not to check for stock. The agent failed to handle the price objection and ended the call without a committed next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, Hardik here, I was calling from JSW One. Sir, in your Krishna Steel, is there any requirement for HR etc. right now?\", \"comment\": \"The agent did not use the customer's name or ask for permission before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, in your Krishna Steel, is there any requirement for HR etc. right now?\", \"comment\": \"The agent did not lead with a supply or price hook, instead immediately asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, such as what they manufacture or their monthly consumption.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"2060, what thickness? ... अच्छा, एक coil?\", \"comment\": \"The customer volunteered a requirement, and the agent successfully clarified the thickness and quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"चलो कम होता है तो बताना।\", \"comment\": \"The agent did not set a next step and instead put the onus on the customer to call back if the price drops.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states a requirement upfront, you must still follow the pitch structure to understand their business before trying to solve for the requirement. Crucially, when a price objection is raised, you must handle it by discussing value instead of ending the call.\", \"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\": \"spec_not_available\", \"supply_details\": \"Customer required 9.8mm thickness; agent offered 10mm as an alternative, suggesting the specific 9.8mm spec is not a standard stocked item.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Okay. फिर अभी पता मत करवाना।\", \"response\": \"हम्म। ठीक है, ठीक है। चलो कम होता है तो बताना।\"}], \"call_summary\": \"The customer immediately stated a requirement for a specific HR coil (9.8mm thickness). The agent quoted a price of 63, which the customer rejected as too high, telling the agent not to check for stock. The agent failed to handle the price objection and ended the call without a committed next step.\"}",
  "error": null,
  "latency_ms": 32441,
  "input_tokens": 3334,
  "output_tokens": 877,
  "created_at": "2026-09-25 10:55:03",
  "sentiment": "negative",
  "sentiment_score": -0.3,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 5,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.574,
  "agent_talk_sec": 19.8,
  "customer_talk_sec": 14.7,
  "dead_air_sec": 53.5,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 312.1,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 13,
  "discovery_qs": 9,
  "words_agent": 103,
  "words_customer": 58,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912780881",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.09,
      "end_s": 0.8,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.51,
      "end_s": 1.84,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.98,
      "end_s": 2.28,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178912780881",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.58,
      "end_s": 4.81,
      "text_en": "Yes sir, Hardik here, I was calling from JSW One.",
      "text_native": "हां जी सर, हार्दिक यहां बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178912780881",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.5,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    },
    {
      "ucid": "21112178912780881",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.66,
      "end_s": 8.54,
      "text_en": "Sir, in your Krishna Steel, is there any requirement for HR etc. right now?",
      "text_native": "सर, ये अपना कृष्णा स्टील में अभी कुछ रिक्वायरमेंट रहेगा क्या HR वगेरा का?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.98,
      "end_s": 11.84,
      "text_en": "We need 9.8 1500, 20 E250 2062.",
      "text_native": "अपने को 9.8 1500 चाहिए 20 E250 2062."
    },
    {
      "ucid": "21112178912780881",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.26,
      "end_s": 13.54,
      "text_en": "2060, what thickness?",
      "text_native": "2060 कितना thickness?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.36,
      "end_s": 16.08,
      "text_en": "9.8 1500.",
      "text_native": "9.8 1500."
    },
    {
      "ucid": "21112178912780881",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 17.04,
      "text_en": "Okay, 9.8.",
      "text_native": "अच्छा 9.8."
    },
    {
      "ucid": "21112178912780881",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.04,
      "end_s": 18.5,
      "text_en": "E250 2062.",
      "text_native": "E250 2062."
    },
    {
      "ucid": "21112178912780881",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.66,
      "end_s": 19.26,
      "text_en": "Okay, one coil?",
      "text_native": "अच्छा, एक coil?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.46,
      "end_s": 20.8,
      "text_en": "Yes. We'll take two as well.",
      "text_native": "जी। दो भी ले लेंगे।"
    },
    {
      "ucid": "21112178912780881",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 22.54,
      "text_en": "Will take two as well. But it has to be 9.8.",
      "text_native": "दो भी ले लेंगे। But 9.8 ही हुआ।"
    },
    {
      "ucid": "21112178912780881",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.82,
      "end_s": 23.14,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178912780881",
      "idx": 15,
      "speaker": "agent",
      "start_s": 23.84,
      "end_s": 24.64,
      "text_en": "Won't ten work, sir?",
      "text_native": "दस नहीं चलेगी सर?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 16,
      "speaker": "customer",
      "start_s": 24.96,
      "end_s": 25.26,
      "text_en": "How so?",
      "text_native": "कैसे?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 17,
      "speaker": "agent",
      "start_s": 25.36,
      "end_s": 27.5,
      "text_en": "I said, won't 10 mm work if 9.8 is not available?",
      "text_native": "मैंने कहा 10 mm नहीं चलेगी अगर 9.8 ना हो?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 18,
      "speaker": "customer",
      "start_s": 27.6,
      "end_s": 28.54,
      "text_en": "No no, we need 9.8 only.",
      "text_native": "नहीं नहीं 9.8 ही चाहिए।"
    },
    {
      "ucid": "21112178912780881",
      "idx": 19,
      "speaker": "agent",
      "start_s": 28.6,
      "end_s": 31.84,
      "text_en": "You need 9.8 only. Okay. Well, I'll get it checked. If it's in stock, I'll let you know. Okay?",
      "text_native": "9.8 ही चाहिए। ठीक है। चलो मैं चेक करा लेता हूं स्टॉक में होती है तो बताता हूं आपको। ठीक है?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 20,
      "speaker": "customer",
      "start_s": 32.28,
      "end_s": 33.04,
      "text_en": "What is the price?",
      "text_native": "क्या प्राइस क्या है?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 21,
      "speaker": "agent",
      "start_s": 33.44,
      "end_s": 35.24,
      "text_en": "What's the pricing? Right now it's 63, sir. 63.",
      "text_native": "Pricing कितना है? अभी 63 का है सर। 63."
    },
    {
      "ucid": "21112178912780881",
      "idx": 22,
      "speaker": "customer",
      "start_s": 35.64,
      "end_s": 37.04,
      "text_en": "Okay. Then don't check for it right now.",
      "text_native": "Okay. फिर अभी पता मत करवाना।"
    },
    {
      "ucid": "21112178912780881",
      "idx": 23,
      "speaker": "agent",
      "start_s": 37.24,
      "end_s": 37.54,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178912780881",
      "idx": 24,
      "speaker": "customer",
      "start_s": 37.74,
      "end_s": 39.84,
      "text_en": "Then let it be for now, stop, don't check for it right now.",
      "text_native": "फिर अभी मत रहने देना, रुक जाना, अभी पता मत करना।"
    },
    {
      "ucid": "21112178912780881",
      "idx": 25,
      "speaker": "agent",
      "start_s": 39.94,
      "end_s": 42.04,
      "text_en": "Hmm. Okay, okay. Well, if it becomes less, then tell me.",
      "text_native": "हम्म। ठीक है, ठीक है। चलो कम होता है तो बताना।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912780881",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes sir, Hardik here, I was calling from JSW One. Sir, in your Krishna Steel, is there any requirement for HR etc. right now?",
      "comment": "The agent did not use the customer's name or ask for permission before jumping into the reason for the call."
    },
    {
      "ucid": "21112178912780881",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, in your Krishna Steel, is there any requirement for HR etc. right now?",
      "comment": "The agent did not lead with a supply or price hook, instead immediately asking for requirements."
    },
    {
      "ucid": "21112178912780881",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business, such as what they manufacture or their monthly consumption."
    },
    {
      "ucid": "21112178912780881",
      "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 during the call."
    },
    {
      "ucid": "21112178912780881",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "2060, what thickness? ... अच्छा, एक coil?",
      "comment": "The customer volunteered a requirement, and the agent successfully clarified the thickness and quantity."
    },
    {
      "ucid": "21112178912780881",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "चलो कम होता है तो बताना।",
      "comment": "The agent did not set a next step and instead put the onus on the customer to call back if the price drops."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912780881",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Okay. फिर अभी पता मत करवाना।",
      "response": "हम्म। ठीक है, ठीक है। चलो कम होता है तो बताना।"
    }
  ],
  "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": []
}