{
  "ucid": "21112178913102911",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 18:20:29",
  "end_time": "2026-09-11 18:22:35",
  "duration_sec": 126,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2b727114dffb47a21fb552bad5e625ba.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 147,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178913102911__DIA2b727114dffb47a21fb552bad5e625ba.mp3",
  "audio_bytes": 315144,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 105.048,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[4s] AGENT: Hello?   (हेलो?)\n[5s] AGENT: Hello Pro Plus Entertainment Enterprises?   (हेलो Pro Plus Entertainment Enterprises?)\n[7s] CUSTOMER: Yes?   (जी?)\n[8s] AGENT: Sir, I am Aditya Pandey calling from JSW One.   (सर जी हमारे आप मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[11s] CUSTOMER: Hm hm.   (हम्म हम्म।)\n[12s] AGENT: Hello?   (हेलो?)\n[13s] CUSTOMER: Yes, yes, tell me. I'm listening.   (जी जी बताइए, सुन रहा हूं।)\n[14s] AGENT: Yes sir, I was saying I'm calling from JSW. Your account was registered on our platform, this call was regarding that. Did you have any requirement in HR?   (हां सर, मैं बोल रहा था मैं JSW से बात कर रहा था। आपका account हमारे platform पर registered था, उसी के regarding call था। कोई requirement थी क्या HR में?)\n[20s] CUSTOMER: Hm.   (हम्म।)\n[21s] AGENT: From HR... was there any requirement for HR coil, sir, for this month?   (HR से HR coil में कोई requirement थी सर ये month के लिए?)\n[24s] CUSTOMER: What is the price right now?   (क्या भाव है अभी?)\n[25s] AGENT: Sir, where do you need the delivery?   (सर कहां चाहिए delivery आपको?)\n[27s] CUSTOMER: Malerkotla, Punjab.   (मलेरकोटला, पंजाब।)\n[29s] AGENT: Punjab. Sir, my coil is only available in Ghaziabad right now.   (पंजाब। सर मेरा तो coil अभी गाजियाबाद में ही available है।)\n[32s] CUSTOMER: Oh, it's not there?   (अच्छा, वहां पे नहीं है?)\n[33s] AGENT: Nowhere in Punjab?   (पंजाब में कहीं नहीं?)\n[34s] AGENT: I will have to check for Punjab, sir, because what happens is, most of our stock moves from here only, what's its name, it moves from Ghaziabad.   (पंजाब में मेरेको check करना पड़ेगा सर क्योंकि क्या है हमारा ज्यादातर निकलता है इधर से ही, क्या नाम है इसका, गाजियाबाद से निकलता है।)\n[38s] AGENT: You can also arrange for a vehicle, sir, it's not that [crosstalk]   (आप गाड़ी भी लगा सकते हैं सर, कोई ये नहीं है कि [crosstalk])\n[42s] CUSTOMER: From Ghaziabad, the freight will be one to one and a half rupees per kilo, right?   (गाजियाबाद से भाड़ा पड़ जाएगी ना एक डेढ़ रुपए किलो।)\n[45s] AGENT: Yes, uh, let me check once, I will check, sir. Anyway, our quote in Ghaziabad is 63 right now over there.   (हां, uh, एक बार check कर, मैं check कर लूंगा सर, वैसे तो हमारा गाजियाबाद में अभी 63 quote हो गया उधर ही।)\n[49s] CUSTOMER: 63?\n[49s] AGENT: Yes, it has become 63 now, sir. Something like 63.50.   (हां, 63 हो गया है सर अभी। 63.50 कुछ।)\n[52s] CUSTOMER: Then with the freight, it will be expensive from there.   (तो भाड़ा पड़के महंगा पड़ेगा फिर वहां से।)\n[54s] AGENT: Hm.   (हम्म।)\n[55s] AGENT: Okay sir, no issue. If there is any requirement in the future, please let me know. We will stay in touch.   (ठीक है सर, कोई issue नहीं है। अगर future में कुछ requirement रहा तो बताइएगा। Touch में रहेंगे।)\n[58s] CUSTOMER: Yes yes, absolutely.   (जी जी, बिलकुल।)\n[59s] CUSTOMER: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 27,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the customer's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "27 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 for price early, first complete discovery to understand their needs. This allows you to build value and handle the price objection effectively, rather than letting the call end on a single number.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 1,
  "geo_reason": "unknown_area",
  "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": "not_in_stockyard",
  "supply_details": "Agent stated stock is in Ghaziabad, while customer requires delivery in Malerkotla, Punjab, making freight costs prohibitive.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "Agent contacted a potential customer to inquire about HR coil needs. The customer, based in Punjab, asked for the price, but upon learning the material was stocked only in Ghaziabad, concluded the freight would make it too expensive. The agent did not overcome this objection and the call ended without a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak before proceeding with the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was immediately derailed by price and location.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement in HR?\", \"comment\": \"Agent asked for a requirement and location, but failed to capture any specific material details like grade, size, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The closing was generic (\\\"We will stay in touch\\\") with no specific, committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for price early, first complete discovery to understand their needs. This allows you to build value and handle the price objection effectively, rather than letting the call end on a single number.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": true, \"geo_reason\": \"unknown_area\", \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Agent stated stock is in Ghaziabad, while customer requires delivery in Malerkotla, Punjab, making freight costs prohibitive.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Then with the freight, it will be expensive from there.\", \"response\": \"Hm. Okay sir, no issue. If there is any requirement in the future, please let me know.\"}], \"call_summary\": \"Agent contacted a potential customer to inquire about HR coil needs. The customer, based in Punjab, asked for the price, but upon learning the material was stocked only in Ghaziabad, concluded the freight would make it too expensive. The agent did not overcome this objection and the call ended without a next step.\"}",
  "error": null,
  "latency_ms": 39036,
  "input_tokens": 3459,
  "output_tokens": 790,
  "created_at": "2026-09-25 10:53:50",
  "sentiment": "neutral",
  "sentiment_score": 0.031,
  "sentiment_confidence": "high",
  "pos": 9,
  "neg": 8,
  "lex_hits": 8,
  "objection_phrases": "[\"price\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.74,
  "agent_talk_sec": 35.8,
  "customer_talk_sec": 12.6,
  "dead_air_sec": 77.6,
  "longest_monologue_sec": 9.1,
  "agent_wpm": 286.6,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 12,
  "discovery_qs": 7,
  "words_agent": 171,
  "words_customer": 53,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178913102911",
      "idx": 0,
      "speaker": "agent",
      "start_s": 4.29,
      "end_s": 4.64,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.86,
      "end_s": 6.61,
      "text_en": "Hello Pro Plus Entertainment Enterprises?",
      "text_native": "हेलो Pro Plus Entertainment Enterprises?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 2,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.18,
      "text_en": "Yes?",
      "text_native": "जी?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 3,
      "speaker": "agent",
      "start_s": 7.81,
      "end_s": 10.61,
      "text_en": "Sir, I am Aditya Pandey calling from JSW One.",
      "text_native": "सर जी हमारे आप मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.81,
      "end_s": 11.31,
      "text_en": "Hm hm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 5,
      "speaker": "agent",
      "start_s": 11.65,
      "end_s": 12.1,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.6,
      "end_s": 13.9,
      "text_en": "Yes, yes, tell me. I'm listening.",
      "text_native": "जी जी बताइए, सुन रहा हूं।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.0,
      "end_s": 19.6,
      "text_en": "Yes sir, I was saying I'm calling from JSW. Your account was registered on our platform, this call was regarding that. Did you have any requirement in HR?",
      "text_native": "हां सर, मैं बोल रहा था मैं JSW से बात कर रहा था। आपका account हमारे platform पर registered था, उसी के regarding call था। कोई requirement थी क्या HR में?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 8,
      "speaker": "customer",
      "start_s": 19.81,
      "end_s": 20.26,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 9,
      "speaker": "agent",
      "start_s": 20.6,
      "end_s": 22.88,
      "text_en": "From HR... was there any requirement for HR coil, sir, for this month?",
      "text_native": "HR से HR coil में कोई requirement थी सर ये month के लिए?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.6,
      "end_s": 24.6,
      "text_en": "What is the price right now?",
      "text_native": "क्या भाव है अभी?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 11,
      "speaker": "agent",
      "start_s": 25.1,
      "end_s": 26.5,
      "text_en": "Sir, where do you need the delivery?",
      "text_native": "सर कहां चाहिए delivery आपको?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.9,
      "end_s": 28.3,
      "text_en": "Malerkotla, Punjab.",
      "text_native": "मलेरकोटला, पंजाब।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.6,
      "end_s": 31.4,
      "text_en": "Punjab. Sir, my coil is only available in Ghaziabad right now.",
      "text_native": "पंजाब। सर मेरा तो coil अभी गाजियाबाद में ही available है।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 14,
      "speaker": "customer",
      "start_s": 31.6,
      "end_s": 32.7,
      "text_en": "Oh, it's not there?",
      "text_native": "अच्छा, वहां पे नहीं है?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 15,
      "speaker": "agent",
      "start_s": 32.7,
      "end_s": 33.5,
      "text_en": "Nowhere in Punjab?",
      "text_native": "पंजाब में कहीं नहीं?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 16,
      "speaker": "agent",
      "start_s": 33.5,
      "end_s": 38.0,
      "text_en": "I will have to check for Punjab, sir, because what happens is, most of our stock moves from here only, what's its name, it moves from Ghaziabad.",
      "text_native": "पंजाब में मेरेको check करना पड़ेगा सर क्योंकि क्या है हमारा ज्यादातर निकलता है इधर से ही, क्या नाम है इसका, गाजियाबाद से निकलता है।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 17,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 41.8,
      "text_en": "You can also arrange for a vehicle, sir, it's not that [crosstalk]",
      "text_native": "आप गाड़ी भी लगा सकते हैं सर, कोई ये नहीं है कि [crosstalk]"
    },
    {
      "ucid": "21112178913102911",
      "idx": 18,
      "speaker": "customer",
      "start_s": 42.0,
      "end_s": 44.5,
      "text_en": "From Ghaziabad, the freight will be one to one and a half rupees per kilo, right?",
      "text_native": "गाजियाबाद से भाड़ा पड़ जाएगी ना एक डेढ़ रुपए किलो।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 19,
      "speaker": "agent",
      "start_s": 44.8,
      "end_s": 48.4,
      "text_en": "Yes, uh, let me check once, I will check, sir. Anyway, our quote in Ghaziabad is 63 right now over there.",
      "text_native": "हां, uh, एक बार check कर, मैं check कर लूंगा सर, वैसे तो हमारा गाजियाबाद में अभी 63 quote हो गया उधर ही।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 20,
      "speaker": "customer",
      "start_s": 48.6,
      "end_s": 49.1,
      "text_en": "63?",
      "text_native": "63?"
    },
    {
      "ucid": "21112178913102911",
      "idx": 21,
      "speaker": "agent",
      "start_s": 49.3,
      "end_s": 51.6,
      "text_en": "Yes, it has become 63 now, sir. Something like 63.50.",
      "text_native": "हां, 63 हो गया है सर अभी। 63.50 कुछ।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 22,
      "speaker": "customer",
      "start_s": 51.8,
      "end_s": 54.1,
      "text_en": "Then with the freight, it will be expensive from there.",
      "text_native": "तो भाड़ा पड़के महंगा पड़ेगा फिर वहां से।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 23,
      "speaker": "agent",
      "start_s": 54.3,
      "end_s": 54.7,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 24,
      "speaker": "agent",
      "start_s": 55.2,
      "end_s": 58.2,
      "text_en": "Okay sir, no issue. If there is any requirement in the future, please let me know. We will stay in touch.",
      "text_native": "ठीक है सर, कोई issue नहीं है। अगर future में कुछ requirement रहा तो बताइएगा। Touch में रहेंगे।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 25,
      "speaker": "customer",
      "start_s": 58.3,
      "end_s": 59.0,
      "text_en": "Yes yes, absolutely.",
      "text_native": "जी जी, बिलकुल।"
    },
    {
      "ucid": "21112178913102911",
      "idx": 26,
      "speaker": "customer",
      "start_s": 59.0,
      "end_s": 59.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178913102911",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak before proceeding with the call."
    },
    {
      "ucid": "21112178913102911",
      "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 asking directly for a requirement."
    },
    {
      "ucid": "21112178913102911",
      "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; the conversation was immediately derailed by price and location."
    },
    {
      "ucid": "21112178913102911",
      "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": "21112178913102911",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement in HR?",
      "comment": "Agent asked for a requirement and location, but failed to capture any specific material details like grade, size, or quantity."
    },
    {
      "ucid": "21112178913102911",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The closing was generic (\"We will stay in touch\") with no specific, committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178913102911",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Then with the freight, it will be expensive from there.",
      "response": "Hm. Okay sir, no issue. If there is any requirement in the future, please let me know."
    }
  ],
  "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": [
    "price"
  ]
}