{
  "ucid": "21112178919307851",
  "call_date": "2026-09-12",
  "start_time": "2026-09-12 11:34:38",
  "end_time": "2026-09-12 11:36:26",
  "duration_sec": 108,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Does_not_deal_Steel",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfa599de13e18051804050c99b8fd1794.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 145,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178919307851__DIAfa599de13e18051804050c99b8fd1794.mp3",
  "audio_bytes": 268488,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 89.496,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[3s] CUSTOMER: Yes, speak.   (हां जी, बोलिए।)\n[4s] AGENT: Greetings. Uh, am I speaking with Solace Machine Works?   (नमस्ते। ये अह सोलेस मशीन वर्क्स से बात कर रहे क्या?)\n[7s] CUSTOMER: Yes, I am speaking.   (हां, बोल रहा हूं।)\n[8s] AGENT: Greetings. This is Rohit Mishra speaking from JSW One.   (नमस्ते। रोहित मिश्रा बात कर रहा हूं JSW One से।)\n[10s] CUSTOMER: Okay.\n[11s] AGENT: Yes. Uh sir, you had registered on our company, I mean, platform, on JSW One MSME.   (हां जी। अह सर आपने हमारे कंपनी, मतलब प्लेटफॉर्म पे रजिस्टर किया था JSW One MSME पे।)\n[14s] CUSTOMER: Yes yes, I had.   (हां हां, किया था।)\n[15s] AGENT: So after registering, you didn't create any inquiries, but you had tried to explore some material.   (तो आपने रजिस्टर करके कुछ इंक्वायरीस तो नहीं बनाई बट आपने कोशिश की थी कुछ मटेरियल एक्सप्लोर करने की।)\n[20s] CUSTOMER: Yes, I need 316, we make pharmaceutical machineries. So we need food grade 316L sheets, we need pipes, we need rods.   (हां, मुझे 316, हमारा फार्मास्यूटिकल मशीनरीज बनाते हम। तो हमको फूड ग्रेड 316L की शीट्स चाहिए होती है, पाइप्स चाहिए होते हैं, रॉड चाहिए होते हैं।)\n[25s] AGENT: Okay. Okay.\n[27s] CUSTOMER: We need 316L sheets.   (316L की शीट चाहिए होती है।)\n[28s] AGENT: Yes yes yes, I understood.   (हां हां हां, समझ गया।)\n[30s] AGENT: Do you have any requirement right now? Is it live or I mean   (अभी आपका कुछ रिक्वायरमेंट है ये? लाइव है या फिर मतलब)\n[32s] CUSTOMER: Yes, it's live, it's live. It's a live requirement.   (हां लाइव है, लाइव है। लाइव रिक्वायरमेंट है।)\n[34s] AGENT: Okay. I'll do one thing. I'll... what will be the total quantity?   (ठीक है। मैं एक काम करता हूं ना। मैं आपको क्वांटिटी कितना रहेगा टोटल?)\n[36s] CUSTOMER: Sorry, the quantity, understand, will be around ten sheets.   (सॉरी, क्वांटिटी समझ समझिए ना दस शीट होगा क्वांटिटी आस पास।)\n[39s] AGENT: Your ten sheets... actually our MOQ itself is five, five to seven tons.   (अपना दस शीट तो एक्चुअली हमारा MOQ ही पांच, पांच से सात टन है।)\n[42s] CUSTOMER: Okay.\n[42s] AGENT: Ours is in tons. So in tons   (टन्स में रहता है हमारा। तो टन्स में)\n[44s] CUSTOMER: So your, your minimum supply value, of the weight, send me a quotation for that. So if it suits me, I can do it accordingly.   (तो आपका जो, आपका जो मिनिमम जो सप्लाई वैल्यू होगा ना, जो वेट का, उसका मुझे कोटेशन भेज दीजिए ना। तो मुझे अगर सूट होता है तो मैं उस हिसाब से कर सकता हूं।)\n[49s] AGENT: Okay. You send me an inquiry once. I have sent you a WhatsApp from my number. You share the inquiry with me along with delivery location. I will check. Okay?   (ठीक है। आप मुझे एक बार इंक्वायरी भेजें। आपको मैंने WhatsApp किया है अपने नंबर से। आप मुझे इंक्वायरी शेयर करिए अलोंग विद डिलीवरी लोकेशन। मैं देख लेता हूं। ठीक है?)\n[55s] CUSTOMER: Okay. Okay.   (ठीक है। ठीक है।)\n[56s] AGENT: Yes, okay.   (हां, okay.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "clear: No significant audio issues.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "You must guide the conversation by asking the scripted discovery questions, even if the customer states a need upfront, to qualify them properly and avoid wasting time on requirements we cannot meet.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "316L sheets, pipes, rods",
  "catalogue_status": "not_available",
  "quality_flags_total": 3,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a pharmaceutical machinery manufacturer, stated a live requirement for 316L stainless steel products (sheets, pipes, rods). The agent did not perform discovery, but did identify an MOQ mismatch between the customer's request ('ten sheets') and JSW's minimum ('five to seven tons'). The agent failed to communicate that JSW One does not sell stainless steel, instead ending the call by asking the customer to send the inquiry via WhatsApp for him to 'check'.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"नमस्ते। रोहित मिश्रा बात कर रहा हूं JSW One से।\", \"comment\": \"Agent provided a warm greeting and referenced the customer's recent registration, which is a helpful, non-aggressive opener.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"अह सोलेस मशीन वर्क्स से बात कर रहे क्या?\", \"comment\": \"Agent only verified the company name (1/4) and failed to ask about procurement city, decision-making role, or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the customer immediately volunteered their material need, and the agent skipped the entire discovery section.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explain any of the platform's benefits, such as transparent pricing, test certificates, or stockyard availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"अभी आपका कुछ रिक्वायरमेंट है ये? लाइव है या फिर मतलब\", \"comment\": \"Although the agent confirmed a live requirement, he failed to capture the full specification (e.g., dimensions, thickness) for the requested sheets.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"आप मुझे इंक्वायरी शेयर करिए अलोंग विद डिलीवरी लोकेशन। मैं देख लेता हूं। ठीक है?\", \"comment\": \"The call ended with a vague 'I will check' and put the onus on the customer, not a firm next step like a quote, scheduled callback, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must guide the conversation by asking the scripted discovery questions, even if the customer states a need upfront, to qualify them properly and avoid wasting time on requirements we cannot meet.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"316L sheets, pipes, rods\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a pharmaceutical machinery manufacturer, stated a live requirement for 316L stainless steel products (sheets, pipes, rods). The agent did not perform discovery, but did identify an MOQ mismatch between the customer's request ('ten sheets') and JSW's minimum ('five to seven tons'). The agent failed to communicate that JSW One does not sell stainless steel, instead ending the call by asking the customer to send the inquiry via WhatsApp for him to 'check'.\"}",
  "error": null,
  "latency_ms": 41520,
  "input_tokens": 3526,
  "output_tokens": 846,
  "created_at": "2026-09-25 10:53:44",
  "sentiment": "positive",
  "sentiment_score": 0.153,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 2,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.587,
  "agent_talk_sec": 28.9,
  "customer_talk_sec": 20.3,
  "dead_air_sec": 58.8,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 280.3,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 12,
  "discovery_qs": 5,
  "words_agent": 135,
  "words_customer": 83,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178919307851",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.11,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178919307851",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.58,
      "end_s": 1.98,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178919307851",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 3.4,
      "text_en": "Yes, speak.",
      "text_native": "हां जी, बोलिए।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.8,
      "end_s": 6.5,
      "text_en": "Greetings. Uh, am I speaking with Solace Machine Works?",
      "text_native": "नमस्ते। ये अह सोलेस मशीन वर्क्स से बात कर रहे क्या?"
    },
    {
      "ucid": "21112178919307851",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.6,
      "text_en": "Yes, I am speaking.",
      "text_native": "हां, बोल रहा हूं।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 10.0,
      "text_en": "Greetings. This is Rohit Mishra speaking from JSW One.",
      "text_native": "नमस्ते। रोहित मिश्रा बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 10.7,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178919307851",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.3,
      "end_s": 14.5,
      "text_en": "Yes. Uh sir, you had registered on our company, I mean, platform, on JSW One MSME.",
      "text_native": "हां जी। अह सर आपने हमारे कंपनी, मतलब प्लेटफॉर्म पे रजिस्टर किया था JSW One MSME पे।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 15.3,
      "text_en": "Yes yes, I had.",
      "text_native": "हां हां, किया था।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 19.5,
      "text_en": "So after registering, you didn't create any inquiries, but you had tried to explore some material.",
      "text_native": "तो आपने रजिस्टर करके कुछ इंक्वायरीस तो नहीं बनाई बट आपने कोशिश की थी कुछ मटेरियल एक्सप्लोर करने की।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 24.8,
      "text_en": "Yes, I need 316, we make pharmaceutical machineries. So we need food grade 316L sheets, we need pipes, we need rods.",
      "text_native": "हां, मुझे 316, हमारा फार्मास्यूटिकल मशीनरीज बनाते हम। तो हमको फूड ग्रेड 316L की शीट्स चाहिए होती है, पाइप्स चाहिए होते हैं, रॉड चाहिए होते हैं।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 11,
      "speaker": "agent",
      "start_s": 25.2,
      "end_s": 25.9,
      "text_en": "Okay. Okay.",
      "text_native": "Okay. Okay."
    },
    {
      "ucid": "21112178919307851",
      "idx": 12,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 28.3,
      "text_en": "We need 316L sheets.",
      "text_native": "316L की शीट चाहिए होती है।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.3,
      "end_s": 29.8,
      "text_en": "Yes yes yes, I understood.",
      "text_native": "हां हां हां, समझ गया।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.2,
      "end_s": 32.1,
      "text_en": "Do you have any requirement right now? Is it live or I mean",
      "text_native": "अभी आपका कुछ रिक्वायरमेंट है ये? लाइव है या फिर मतलब"
    },
    {
      "ucid": "21112178919307851",
      "idx": 15,
      "speaker": "customer",
      "start_s": 32.1,
      "end_s": 33.8,
      "text_en": "Yes, it's live, it's live. It's a live requirement.",
      "text_native": "हां लाइव है, लाइव है। लाइव रिक्वायरमेंट है।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 16,
      "speaker": "agent",
      "start_s": 33.8,
      "end_s": 35.9,
      "text_en": "Okay. I'll do one thing. I'll... what will be the total quantity?",
      "text_native": "ठीक है। मैं एक काम करता हूं ना। मैं आपको क्वांटिटी कितना रहेगा टोटल?"
    },
    {
      "ucid": "21112178919307851",
      "idx": 17,
      "speaker": "customer",
      "start_s": 36.3,
      "end_s": 39.1,
      "text_en": "Sorry, the quantity, understand, will be around ten sheets.",
      "text_native": "सॉरी, क्वांटिटी समझ समझिए ना दस शीट होगा क्वांटिटी आस पास।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 18,
      "speaker": "agent",
      "start_s": 39.1,
      "end_s": 41.8,
      "text_en": "Your ten sheets... actually our MOQ itself is five, five to seven tons.",
      "text_native": "अपना दस शीट तो एक्चुअली हमारा MOQ ही पांच, पांच से सात टन है।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 19,
      "speaker": "customer",
      "start_s": 42.1,
      "end_s": 42.5,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178919307851",
      "idx": 20,
      "speaker": "agent",
      "start_s": 42.5,
      "end_s": 44.3,
      "text_en": "Ours is in tons. So in tons",
      "text_native": "टन्स में रहता है हमारा। तो टन्स में"
    },
    {
      "ucid": "21112178919307851",
      "idx": 21,
      "speaker": "customer",
      "start_s": 44.3,
      "end_s": 49.3,
      "text_en": "So your, your minimum supply value, of the weight, send me a quotation for that. So if it suits me, I can do it accordingly.",
      "text_native": "तो आपका जो, आपका जो मिनिमम जो सप्लाई वैल्यू होगा ना, जो वेट का, उसका मुझे कोटेशन भेज दीजिए ना। तो मुझे अगर सूट होता है तो मैं उस हिसाब से कर सकता हूं।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 22,
      "speaker": "agent",
      "start_s": 49.3,
      "end_s": 54.5,
      "text_en": "Okay. You send me an inquiry once. I have sent you a WhatsApp from my number. You share the inquiry with me along with delivery location. I will check. Okay?",
      "text_native": "ठीक है। आप मुझे एक बार इंक्वायरी भेजें। आपको मैंने WhatsApp किया है अपने नंबर से। आप मुझे इंक्वायरी शेयर करिए अलोंग विद डिलीवरी लोकेशन। मैं देख लेता हूं। ठीक है?"
    },
    {
      "ucid": "21112178919307851",
      "idx": 23,
      "speaker": "customer",
      "start_s": 54.8,
      "end_s": 55.6,
      "text_en": "Okay. Okay.",
      "text_native": "ठीक है। ठीक है।"
    },
    {
      "ucid": "21112178919307851",
      "idx": 24,
      "speaker": "agent",
      "start_s": 55.9,
      "end_s": 56.4,
      "text_en": "Yes, okay.",
      "text_native": "हां, okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178919307851",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "नमस्ते। रोहित मिश्रा बात कर रहा हूं JSW One से।",
      "comment": "Agent provided a warm greeting and referenced the customer's recent registration, which is a helpful, non-aggressive opener."
    },
    {
      "ucid": "21112178919307851",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "अह सोलेस मशीन वर्क्स से बात कर रहे क्या?",
      "comment": "Agent only verified the company name (1/4) and failed to ask about procurement city, decision-making role, or best contact details."
    },
    {
      "ucid": "21112178919307851",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions; the customer immediately volunteered their material need, and the agent skipped the entire discovery section."
    },
    {
      "ucid": "21112178919307851",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not explain any of the platform's benefits, such as transparent pricing, test certificates, or stockyard availability."
    },
    {
      "ucid": "21112178919307851",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "अभी आपका कुछ रिक्वायरमेंट है ये? लाइव है या फिर मतलब",
      "comment": "Although the agent confirmed a live requirement, he failed to capture the full specification (e.g., dimensions, thickness) for the requested sheets."
    },
    {
      "ucid": "21112178919307851",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "आप मुझे इंक्वायरी शेयर करिए अलोंग विद डिलीवरी लोकेशन। मैं देख लेता हूं। ठीक है?",
      "comment": "The call ended with a vague 'I will check' and put the onus on the customer, not a firm next step like a quote, scheduled callback, or walkthrough."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}