{
  "ucid": "21112178913072051",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 18:15:20",
  "end_time": "2026-09-11 18:17:26",
  "duration_sec": 126,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbe5cc94380de8996c65b82f96b39898f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 148,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178913072051__DIAbe5cc94380de8996c65b82f96b39898f.mp3",
  "audio_bytes": 315792,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 105.264,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello   (हेलो)\n[1s] CUSTOMER: Hello, is this Satnam ji speaking?   (हेलो ये सतनाम जी बात कर रहे हैं?)\n[3s] AGENT: Yes.   (हां जी।)\n[4s] AGENT: I was calling from JSW One, sir, hello.   (JSW One से बात कर रहा था सर, नमस्कार।)\n[6s] CUSTOMER: Hello.   (नमस्कार जी।)\n[7s] AGENT: Sir, are you looking for anything for Siddhak Forging right now, any order for steel? HR, CR, anything?   (सर जी कुछ ये सिद्धक फोर्जिंग में कुछ देख रहे हैं अभी आर्डर का कुछ स्टील में? HR, CR, anything?)\n[11s] CUSTOMER: C forty... Yes?   (C forty... हां जी?)\n[13s] CUSTOMER: Are you making it in C forty?   (आप C forty में बना रहे हो?)\n[14s] AGENT: B forty?\n[16s] CUSTOMER: HR O P C forty. Yes.   (HR O P C forty. हां जी।)\n[17s] AGENT: Okay, I... B forty... what is the quantity?   (अच्छा, मैं B forty... कितना क्वांटिटी है?)\n[20s] CUSTOMER: C forty.\n[21s] AGENT: What will be the quantity?   (क्वांटिटी कितना रहेगा?)\n[22s] CUSTOMER: Four-five, it's of five tonnes, we take loads of five tonnes each. We take it from Hero, we take it from A one.   (चार पांच, पांच टन की होती है, पांच-पांच टन की लोड लेते हैं। Hero से लेते हैं, A one से लेते हैं।)\n[25s] AGENT: B forty... we generally give IS 2062 and BS's 46, we give SPH 440, but B forty...   (B forty तो IS 2062 देते हैं हम जनरली और BS के 46 देते हैं, SPH 440 देते हैं, बट B forty तो...)\n[30s] CUSTOMER: I can send you their TC. You can check from that which one we...   (आपको ना उनका वो भेज सकता हूं, TC. आप उससे चेक कर लो कौनसा हम...)\n[33s] AGENT: Where do you generally get this B forty from in Ludhiana?   (आप जनरली ये लुधियाना में कहां से लेते हो B forty?)\n[35s] CUSTOMER: Sir, I'm saying C forty, C forty.   (सर C forty बोल रहा हूं, C forty.)\n[36s] AGENT: Oh, are you saying C forty? Carbon percentage forty?   (अच्छा C forty कह रहे हो क्या? कार्बन परसेंटेज forty?)\n[38s] CUSTOMER: Yes, yes.   (हां जी, हां जी।)\n[39s] AGENT: It's OP.   (OP होता है।)\n[40s] CUSTOMER: I am taking it from Hero.   (मैं Hero से ले रहा हूं।)\n[42s] AGENT: You are taking it from Hero?   (Hero से ले रहे हो?)\n[43s] CUSTOMER: Yes.   (हां जी।)\n[44s] AGENT: So see sir, send it. I will check it once. Send me the quantity on this same number. I'll check.   (तो देख लो सर, भेज दो। मैं एक बार चेक कर लूंगा। क्वांटिटी भेज देना मेरेको इसी नंबर पे। चेक करता हूं।)\n[48s] CUSTOMER: Yes, what is your name?   (हां जी, आपका नेम क्या है?)\n[50s] AGENT: My name is Sajal, Sajal.   (सजल नाम है, सजल।)\n[51s] CUSTOMER: Yes?   (हां जी?)\n[52s] AGENT: My name is Sajal, Sajal. S A J A L.   (सजल नाम है, सजल। S A J A L.)\n[54s] CUSTOMER: Okay Sajal ji, I will send it to you right away.   (ठीक है सजल जी, मैं आपको भेज देता हूं साथ ही।)\n[56s] AGENT: Yes. I will send the card now... I will pin my personal number on WhatsApp, please send it on that.   (जी। मैं अभी कार्ड भेज... WhatsApp पे पिन कर दूंगा पर्सनल नंबर, उसपे भेज दीजिएगा।)\n[60s] CUSTOMER: Right, yes.   (Right, हां।)\n[61s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 33,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the agent's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "33 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": "Start your call with a clear benefit, like price or availability, before asking for requirements. This gives the customer a reason to engage with you.",
  "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": 1,
  "material_detected": "C40 grade",
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer requested C40 grade, which the agent did not recognize and needs to check via the customer's Test Certificate.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a forging company, and the customer immediately inquired about a specific grade, C40, for a 5-ton requirement. The agent was unfamiliar with this grade and, after some confusion, requested the customer send the material's Test Certificate (TC) via WhatsApp to check for availability. The customer agreed to send the details, establishing a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, are you looking for anything for Siddhak Forging right now, any order for steel?\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a question about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook with a price or availability benefit, instead opening with a direct question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"What will be the quantity?\", \"comment\": \"Agent only asked about quantity and current supplier (2/6 questions), failing to cover what they manufacture, applications, JSW share, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the conversation focused entirely on identifying the customer's required grade.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"What will be the quantity?\", \"comment\": \"The agent only captured the grade (volunteered by customer) and quantity, but failed to ask for thickness, width, location, or delivery date.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"send it. I will check it once. Send me the quantity on this same number. I'll check.\", \"comment\": \"A clear next step was established: the customer will send the material TC via WhatsApp for the agent to check.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Start your call with a clear benefit, like price or availability, before asking for requirements. This gives the customer a reason to engage with you.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"C40 grade\", \"catalogue_status\": \"unknown\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requested C40 grade, which the agent did not recognize and needs to check via the customer's Test Certificate.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a forging company, and the customer immediately inquired about a specific grade, C40, for a 5-ton requirement. The agent was unfamiliar with this grade and, after some confusion, requested the customer send the material's Test Certificate (TC) via WhatsApp to check for availability. The customer agreed to send the details, establishing a clear next step.\"}",
  "error": null,
  "latency_ms": 34336,
  "input_tokens": 3586,
  "output_tokens": 807,
  "created_at": "2026-09-25 10:53:47",
  "sentiment": "positive",
  "sentiment_score": 0.4,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.613,
  "agent_talk_sec": 32.3,
  "customer_talk_sec": 20.4,
  "dead_air_sec": 73.3,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 267.5,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 16,
  "discovery_qs": 9,
  "words_agent": 144,
  "words_customer": 98,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178913072051",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.0,
      "end_s": 0.58,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178913072051",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.1,
      "end_s": 2.8,
      "text_en": "Hello, is this Satnam ji speaking?",
      "text_native": "हेलो ये सतनाम जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.99,
      "end_s": 3.3,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 5.6,
      "text_en": "I was calling from JSW One, sir, hello.",
      "text_native": "JSW One से बात कर रहा था सर, नमस्कार।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.9,
      "end_s": 6.5,
      "text_en": "Hello.",
      "text_native": "नमस्कार जी।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.9,
      "end_s": 11.0,
      "text_en": "Sir, are you looking for anything for Siddhak Forging right now, any order for steel? HR, CR, anything?",
      "text_native": "सर जी कुछ ये सिद्धक फोर्जिंग में कुछ देख रहे हैं अभी आर्डर का कुछ स्टील में? HR, CR, anything?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.01,
      "end_s": 12.8,
      "text_en": "C forty... Yes?",
      "text_native": "C forty... हां जी?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 14.2,
      "text_en": "Are you making it in C forty?",
      "text_native": "आप C forty में बना रहे हो?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.21,
      "end_s": 15.9,
      "text_en": "B forty?",
      "text_native": "B forty?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.91,
      "end_s": 17.0,
      "text_en": "HR O P C forty. Yes.",
      "text_native": "HR O P C forty. हां जी।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 10,
      "speaker": "agent",
      "start_s": 17.4,
      "end_s": 19.8,
      "text_en": "Okay, I... B forty... what is the quantity?",
      "text_native": "अच्छा, मैं B forty... कितना क्वांटिटी है?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.81,
      "end_s": 20.2,
      "text_en": "C forty.",
      "text_native": "C forty."
    },
    {
      "ucid": "21112178913072051",
      "idx": 12,
      "speaker": "agent",
      "start_s": 20.7,
      "end_s": 21.5,
      "text_en": "What will be the quantity?",
      "text_native": "क्वांटिटी कितना रहेगा?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.6,
      "end_s": 25.0,
      "text_en": "Four-five, it's of five tonnes, we take loads of five tonnes each. We take it from Hero, we take it from A one.",
      "text_native": "चार पांच, पांच टन की होती है, पांच-पांच टन की लोड लेते हैं। Hero से लेते हैं, A one से लेते हैं।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 14,
      "speaker": "agent",
      "start_s": 25.01,
      "end_s": 29.9,
      "text_en": "B forty... we generally give IS 2062 and BS's 46, we give SPH 440, but B forty...",
      "text_native": "B forty तो IS 2062 देते हैं हम जनरली और BS के 46 देते हैं, SPH 440 देते हैं, बट B forty तो..."
    },
    {
      "ucid": "21112178913072051",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 32.5,
      "text_en": "I can send you their TC. You can check from that which one we...",
      "text_native": "आपको ना उनका वो भेज सकता हूं, TC. आप उससे चेक कर लो कौनसा हम..."
    },
    {
      "ucid": "21112178913072051",
      "idx": 16,
      "speaker": "agent",
      "start_s": 32.51,
      "end_s": 34.5,
      "text_en": "Where do you generally get this B forty from in Ludhiana?",
      "text_native": "आप जनरली ये लुधियाना में कहां से लेते हो B forty?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 17,
      "speaker": "customer",
      "start_s": 34.7,
      "end_s": 36.2,
      "text_en": "Sir, I'm saying C forty, C forty.",
      "text_native": "सर C forty बोल रहा हूं, C forty."
    },
    {
      "ucid": "21112178913072051",
      "idx": 18,
      "speaker": "agent",
      "start_s": 36.4,
      "end_s": 38.2,
      "text_en": "Oh, are you saying C forty? Carbon percentage forty?",
      "text_native": "अच्छा C forty कह रहे हो क्या? कार्बन परसेंटेज forty?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 19,
      "speaker": "customer",
      "start_s": 38.5,
      "end_s": 39.1,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 20,
      "speaker": "agent",
      "start_s": 39.4,
      "end_s": 40.0,
      "text_en": "It's OP.",
      "text_native": "OP होता है।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 21,
      "speaker": "customer",
      "start_s": 40.5,
      "end_s": 41.8,
      "text_en": "I am taking it from Hero.",
      "text_native": "मैं Hero से ले रहा हूं।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 22,
      "speaker": "agent",
      "start_s": 42.2,
      "end_s": 43.0,
      "text_en": "You are taking it from Hero?",
      "text_native": "Hero से ले रहे हो?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 23,
      "speaker": "customer",
      "start_s": 43.3,
      "end_s": 43.6,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 24,
      "speaker": "agent",
      "start_s": 44.5,
      "end_s": 48.2,
      "text_en": "So see sir, send it. I will check it once. Send me the quantity on this same number. I'll check.",
      "text_native": "तो देख लो सर, भेज दो। मैं एक बार चेक कर लूंगा। क्वांटिटी भेज देना मेरेको इसी नंबर पे। चेक करता हूं।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 25,
      "speaker": "customer",
      "start_s": 48.5,
      "end_s": 49.5,
      "text_en": "Yes, what is your name?",
      "text_native": "हां जी, आपका नेम क्या है?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 26,
      "speaker": "agent",
      "start_s": 49.8,
      "end_s": 50.8,
      "text_en": "My name is Sajal, Sajal.",
      "text_native": "सजल नाम है, सजल।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 27,
      "speaker": "customer",
      "start_s": 50.9,
      "end_s": 51.2,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178913072051",
      "idx": 28,
      "speaker": "agent",
      "start_s": 51.5,
      "end_s": 53.5,
      "text_en": "My name is Sajal, Sajal. S A J A L.",
      "text_native": "सजल नाम है, सजल। S A J A L."
    },
    {
      "ucid": "21112178913072051",
      "idx": 29,
      "speaker": "customer",
      "start_s": 53.9,
      "end_s": 55.8,
      "text_en": "Okay Sajal ji, I will send it to you right away.",
      "text_native": "ठीक है सजल जी, मैं आपको भेज देता हूं साथ ही।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 30,
      "speaker": "agent",
      "start_s": 56.2,
      "end_s": 59.5,
      "text_en": "Yes. I will send the card now... I will pin my personal number on WhatsApp, please send it on that.",
      "text_native": "जी। मैं अभी कार्ड भेज... WhatsApp पे पिन कर दूंगा पर्सनल नंबर, उसपे भेज दीजिएगा।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 31,
      "speaker": "customer",
      "start_s": 59.51,
      "end_s": 60.3,
      "text_en": "Right, yes.",
      "text_native": "Right, हां।"
    },
    {
      "ucid": "21112178913072051",
      "idx": 32,
      "speaker": "agent",
      "start_s": 60.9,
      "end_s": 61.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178913072051",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, are you looking for anything for Siddhak Forging right now, any order for steel?",
      "comment": "The agent did not ask for permission to speak, jumping directly into a question about requirements."
    },
    {
      "ucid": "21112178913072051",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a hook with a price or availability benefit, instead opening with a direct question."
    },
    {
      "ucid": "21112178913072051",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "What will be the quantity?",
      "comment": "Agent only asked about quantity and current supplier (2/6 questions), failing to cover what they manufacture, applications, JSW share, or payment terms."
    },
    {
      "ucid": "21112178913072051",
      "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 the conversation focused entirely on identifying the customer's required grade."
    },
    {
      "ucid": "21112178913072051",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "What will be the quantity?",
      "comment": "The agent only captured the grade (volunteered by customer) and quantity, but failed to ask for thickness, width, location, or delivery date."
    },
    {
      "ucid": "21112178913072051",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "send it. I will check it once. Send me the quantity on this same number. I'll check.",
      "comment": "A clear next step was established: the customer will send the material TC via WhatsApp for the agent to check."
    }
  ],
  "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": []
}