{
  "ucid": "21112178912808511",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 17:31:25",
  "end_time": "2026-09-11 17:32:38",
  "duration_sec": 73,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8ea2ed65c61800620a8e3d5c296efcf7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 160,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912808511__DIA8ea2ed65c61800620a8e3d5c296efcf7.mp3",
  "audio_bytes": 163296,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 54.432,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[1s] AGENT: Hello, Mr. Arvind from HPN Tools?   (हॅलो मिस्टर अरविंद फ्रॉम एच पी एन टूल्स?)\n[3s] CUSTOMER: Hello.   (हॅलो.)\n[4s] AGENT: Arvind ji, can you hear me? Hello?   (अरविंद जी, आवाज आ रही है? हॅलो?)\n[5s] CUSTOMER: Yes, speak.   (हां, बोलो.)\n[6s] AGENT: This is Sudip speaking from JSW One, Jindal Steel.   (सुदीप बोल रहा हूं जे एस डब्ल्यू वन से, जिंदाल स्टील.)\n[8s] CUSTOMER: Speak.   (बोलो.)\n[8s] AGENT: Your company was registered, sir, for Nashik, by the name of HPN Tools. Do you have any requirement for steel, sir?   (ये आपका कंपनी रजिस्टर्ड था सर नाशिक के लिए, एच पी एन टूल्स करके। स्टील में कुछ रिक्वायरमेंट है सर आपको?)\n[13s] CUSTOMER: There's a lot, but you don't give goods on credit, do you?   (बहुत रहता है लेकिन आप क्रेडिट पे देते नहीं हो ना माल।)\n[16s] AGENT: Okay, okay. I will get the credit arranged for you, Arvind ji. But the thing is, as per company policy,   (अच्छा अच्छा। क्रेडिट मैं करवा दूंगा अरविंद जी आपका। बट कैसा है कंपनी पॉलिसी के)\n[20s] CUSTOMER: Two hundred tons are required.   (दो सौ टन लगता है।)\n[20s] AGENT: Two hundred tons? That's right. In the beginning, just take twenty tons from me on advance payment.   (दो सौ टन? सही बात है। आप शुरुआत में एडवांस पे मेरे से बीस टन ही लो।)\n[24s] AGENT: But take it on advance, sir. I will get two hundred tons for you on credit on the next order.   (बट एडवांस पे लो सर। मैं दो सौ टन आपको क्रेडिट पे नेक्स्ट ऑर्डर पे करवा दूंगा।)\n[28s] CUSTOMER: No, we don't do it like that, we only do it on credit for 45 days.   (नहीं ना, अपुन वैसा नहीं, अपुन क्रेडिट पे ही करते हैं फोर्टी फाइव डेज का।)\n[30s] AGENT: Okay. Okay, no problem, Arvind ji. Then I will have to close your account from the system. Okay. Alright. Thank you.   (ठीक है। ठीक है, कोई बात नहीं अरविंद जी। मेरेको फिर आपका अकाउंट सिस्टम में से लॉस करना पड़ेगा ना। ओके। चलो। थैंक यू।)\n[34s] CUSTOMER: Okay. Okay.   (ठीक है। ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "noisy: There is significant background chatter throughout the call, but the main speakers are mostly clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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 raises a hard objection like credit upfront, try to pivot back to discovery to build value before accepting the rejection and closing the lead.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer with a 200 MT monthly requirement, immediately stated they only purchase on 45-day credit. The agent correctly proposed the company policy of a small advance order followed by credit terms. When the customer rejected this, the agent ended the call and marked the account for closure.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and customer but failed to ask for permission to speak before proceeding.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead moving directly to a requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Two hundred tons are required.\", \"comment\": \"Agent asked no discovery questions; the customer volunteered their monthly tonnage and payment terms, but this is below the threshold for a pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation was limited to credit policy.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not qualify the 200T requirement by asking for grade, thickness, width, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Then I will have to close your account from the system.\", \"comment\": \"Agent terminated the call and proposed closing the account instead of setting a concrete next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a hard objection like credit upfront, try to pivot back to discovery to build value before accepting the rejection and closing the lead.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"handled\", \"evidence\": \"There's a lot, but you don't give goods on credit, do you?\", \"response\": \"In the beginning, just take twenty tons from me on advance payment. ... I will get two hundred tons for you on credit on the next order.\"}], \"call_summary\": \"The customer, a manufacturer with a 200 MT monthly requirement, immediately stated they only purchase on 45-day credit. The agent correctly proposed the company policy of a small advance order followed by credit terms. When the customer rejected this, the agent ended the call and marked the account for closure.\"}",
  "error": null,
  "latency_ms": 30299,
  "input_tokens": 3149,
  "output_tokens": 784,
  "created_at": "2026-09-25 10:54:42",
  "sentiment": "negative",
  "sentiment_score": -0.271,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 4,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.735,
  "agent_talk_sec": 23.9,
  "customer_talk_sec": 8.6,
  "dead_air_sec": 40.5,
  "longest_monologue_sec": 6.7,
  "agent_wpm": 303.8,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 5,
  "words_agent": 121,
  "words_customer": 40,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178912808511",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.7,
      "end_s": 1.1,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178912808511",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.39,
      "end_s": 3.0,
      "text_en": "Hello, Mr. Arvind from HPN Tools?",
      "text_native": "हॅलो मिस्टर अरविंद फ्रॉम एच पी एन टूल्स?"
    },
    {
      "ucid": "21112178912808511",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.49,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178912808511",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 5.0,
      "text_en": "Arvind ji, can you hear me? Hello?",
      "text_native": "अरविंद जी, आवाज आ रही है? हॅलो?"
    },
    {
      "ucid": "21112178912808511",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.5,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलो."
    },
    {
      "ucid": "21112178912808511",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.6,
      "end_s": 7.8,
      "text_en": "This is Sudip speaking from JSW One, Jindal Steel.",
      "text_native": "सुदीप बोल रहा हूं जे एस डब्ल्यू वन से, जिंदाल स्टील."
    },
    {
      "ucid": "21112178912808511",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.5,
      "text_en": "Speak.",
      "text_native": "बोलो."
    },
    {
      "ucid": "21112178912808511",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 13.0,
      "text_en": "Your company was registered, sir, for Nashik, by the name of HPN Tools. Do you have any requirement for steel, sir?",
      "text_native": "ये आपका कंपनी रजिस्टर्ड था सर नाशिक के लिए, एच पी एन टूल्स करके। स्टील में कुछ रिक्वायरमेंट है सर आपको?"
    },
    {
      "ucid": "21112178912808511",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 15.5,
      "text_en": "There's a lot, but you don't give goods on credit, do you?",
      "text_native": "बहुत रहता है लेकिन आप क्रेडिट पे देते नहीं हो ना माल।"
    },
    {
      "ucid": "21112178912808511",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.7,
      "end_s": 19.5,
      "text_en": "Okay, okay. I will get the credit arranged for you, Arvind ji. But the thing is, as per company policy,",
      "text_native": "अच्छा अच्छा। क्रेडिट मैं करवा दूंगा अरविंद जी आपका। बट कैसा है कंपनी पॉलिसी के"
    },
    {
      "ucid": "21112178912808511",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 20.5,
      "text_en": "Two hundred tons are required.",
      "text_native": "दो सौ टन लगता है।"
    },
    {
      "ucid": "21112178912808511",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.5,
      "end_s": 24.0,
      "text_en": "Two hundred tons? That's right. In the beginning, just take twenty tons from me on advance payment.",
      "text_native": "दो सौ टन? सही बात है। आप शुरुआत में एडवांस पे मेरे से बीस टन ही लो।"
    },
    {
      "ucid": "21112178912808511",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.3,
      "end_s": 27.5,
      "text_en": "But take it on advance, sir. I will get two hundred tons for you on credit on the next order.",
      "text_native": "बट एडवांस पे लो सर। मैं दो सौ टन आपको क्रेडिट पे नेक्स्ट ऑर्डर पे करवा दूंगा।"
    },
    {
      "ucid": "21112178912808511",
      "idx": 13,
      "speaker": "customer",
      "start_s": 27.8,
      "end_s": 29.8,
      "text_en": "No, we don't do it like that, we only do it on credit for 45 days.",
      "text_native": "नहीं ना, अपुन वैसा नहीं, अपुन क्रेडिट पे ही करते हैं फोर्टी फाइव डेज का।"
    },
    {
      "ucid": "21112178912808511",
      "idx": 14,
      "speaker": "agent",
      "start_s": 29.8,
      "end_s": 33.5,
      "text_en": "Okay. Okay, no problem, Arvind ji. Then I will have to close your account from the system. Okay. Alright. Thank you.",
      "text_native": "ठीक है। ठीक है, कोई बात नहीं अरविंद जी। मेरेको फिर आपका अकाउंट सिस्टम में से लॉस करना पड़ेगा ना। ओके। चलो। थैंक यू।"
    },
    {
      "ucid": "21112178912808511",
      "idx": 15,
      "speaker": "customer",
      "start_s": 33.5,
      "end_s": 34.5,
      "text_en": "Okay. Okay.",
      "text_native": "ठीक है। ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912808511",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and customer but failed to ask for permission to speak before proceeding."
    },
    {
      "ucid": "21112178912808511",
      "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 supply or price hook, instead moving directly to a requirement question."
    },
    {
      "ucid": "21112178912808511",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "Two hundred tons are required.",
      "comment": "Agent asked no discovery questions; the customer volunteered their monthly tonnage and payment terms, but this is below the threshold for a pass."
    },
    {
      "ucid": "21112178912808511",
      "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; the conversation was limited to credit policy."
    },
    {
      "ucid": "21112178912808511",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not qualify the 200T requirement by asking for grade, thickness, width, or location."
    },
    {
      "ucid": "21112178912808511",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Then I will have to close your account from the system.",
      "comment": "Agent terminated the call and proposed closing the account instead of setting a concrete next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912808511",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "There's a lot, but you don't give goods on credit, do you?",
      "response": "In the beginning, just take twenty tons from me on advance payment. ... I will get two hundred tons for you on credit on the next order."
    }
  ],
  "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": []
}