{
  "ucid": "21112178945013431",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 10:58:54",
  "end_time": "2026-09-15 11:00:44",
  "duration_sec": 110,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA96d4d2b430481c4ef7b2e10c3128f1b6.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 126,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945013431__DIA96d4d2b430481c4ef7b2e10c3128f1b6.mp3",
  "audio_bytes": 229824,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 76.608,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello?\n[3s] CUSTOMER: Hello?   (हॅलो?)\n[4s] AGENT: Sir, calling from JSW One MSME.\n[6s] CUSTOMER: Calling from JSW?\n[8s] AGENT: Yeah.\n[9s] CUSTOMER: Yes, tell me.   (बोलिए बोलिए।)\n[10s] AGENT: Uh, am I speaking with Pandey ji?   (अह पांडे जी से बात हो रही है मेरी?)\n[11s] CUSTOMER: Yes, yes, yes, tell me.   (जी जी जी, बोलिए।)\n[12s] AGENT: Uh sir, actually you had registered an account on our portal, SS Engineering Works.   (अह सर एक्चुअली आपने अकाउंट रजिस्टर कराया था हमारे पोर्टल पे, एस एस इंजीनियरिंग वर्क्स।)\n[16s] CUSTOMER: For, yes, I had it done in case it's needed in the future.   (फॉर हां, करा दिया था कभी फ्यूचर में जरूरत पड़े तो।)\n[19s] AGENT: Noted. So sir, are you looking for any requirement in sheet metals etc.?   (नोटेड। तो सर कुछ रिक्वायरमेंट देख रहे हैं सर आप शीट मेटल्स वगेरा में?)\n[22s] CUSTOMER: So, in JSW's sheets, which sheet do you have?   (तो JSW का आपका शीट में कौन सा शीट रहता है ये अपना?)\n[26s] AGENT: HR etc. sheets.   (HR वगेरा का शीट।)\n[27s] CUSTOMER: All India, will it be available anywhere in all of India?   (ऑल इंडिया ऑल इंडिया में कहीं पे भी रहेगा?)\n[29s] AGENT: Yes sir.   (जी सर।)\n[30s] CUSTOMER: So, this profile sheet of yours, the one that comes for roofing on top, hmm, do you have that as well?   (तो ये अपना प्रोफाइल शीट भी ये अपना जो आता है ऊपर रूफिंग का, हम्म, ये भी रहता है?)\n[35s] AGENT: Yes, we have it, sir.   (हां रहता है ना सर।)\n[37s] CUSTOMER: Hmm. And what is the current rate for MS structural steel?   (हम्म। और MS का स्ट्रक्चरल का स्टील का क्या रेट चल रहा है अभी?)\n[40s] AGENT: MS structural?   (MS का स्ट्रक्चरल?)\n[41s] CUSTOMER: Hmm. Like mild steel, right? MS channel, I-beam, trusses, all that.   (हम्म। जैसे माइल्ड स्टील होता है ना MS चैनल, आई-बीम, ट्रसेस ये सब।)\n[44s] AGENT: Yes, I agree, but what size do you need and in what quantity, sir?   (हां, आई एग्रीड है, बट क्या साइज में चाहिए और क्या क्वांटिटी में चाहिए सर?)\n[47s] CUSTOMER: I will share the details with you.   (ये मैं डिटेल आपको जो है ना शेयर कर देता हूं।)\n[50s] AGENT: I'll do one thing, I'll send you a 'hi' on WhatsApp, you send me the details on that. This I...   (मैं एक काम करता हूं, मैं आपको WhatsApp पे हाय डालता हूं, आप मुझे उसपे डिटेल्स भेजिएगा। ये मैं...)\n[53s] CUSTOMER: Okay, okay.   (ठीक है, ठीक है।)\n[53s] AGENT: Okay.   (ओके।)\n[54s] CUSTOMER: Okay, thank you.   (ओके, थैंक यू।)\n[55s] AGENT: Thank you.   (थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 28,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "28 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"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 lead the conversation by asking the scripted discovery questions to understand the customer's business before asking for an immediate requirement.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a new registrant from an engineering company. The customer, who initially registered for future needs, inquired about specific products like profile sheets and MS structurals. The agent failed to conduct any discovery or profile verification, and the call ended with a weak agreement for the customer to send requirement details via WhatsApp, with no firm next steps established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, calling from JSW One MSME.\", \"comment\": \"The opening was abrupt and functional, lacking the required warmth or helper positioning.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Uh, am I speaking with Pandey ji?\", \"comment\": \"Only verified the contact person's name; failed to ask about procurement city, role, or verify contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"...what size do you need and in what quantity, sir?\", \"comment\": \"The agent only asked about a transactional quantity, failing to conduct any broader discovery on business type, volume, or current suppliers.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform or pitch any of its benefits like transparent pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will share the details with you.\", \"comment\": \"Although an opportunity was surfaced, the agent failed to capture the full spec on the call, instead deferring to an offline channel.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll do one thing, I'll send you a 'hi' on WhatsApp, you send me the details on that.\", \"comment\": \"The call ended with a vague, non-committal next step, not one of the three required concrete outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must lead the conversation by asking the scripted discovery questions to understand the customer's business before asking for an immediate requirement.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"I had it done in case it's needed in the future.\", \"response\": \"Noted. So sir, are you looking for any requirement in sheet metals etc.?\"}], \"call_summary\": \"The agent contacted a new registrant from an engineering company. The customer, who initially registered for future needs, inquired about specific products like profile sheets and MS structurals. The agent failed to conduct any discovery or profile verification, and the call ended with a weak agreement for the customer to send requirement details via WhatsApp, with no firm next steps established.\"}",
  "error": null,
  "latency_ms": 42033,
  "input_tokens": 3447,
  "output_tokens": 844,
  "created_at": "2026-09-25 10:52:14",
  "sentiment": "positive",
  "sentiment_score": 0.386,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.434,
  "agent_talk_sec": 19.1,
  "customer_talk_sec": 24.9,
  "dead_air_sec": 66.0,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 285.9,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 14,
  "discovery_qs": 5,
  "words_agent": 91,
  "words_customer": 102,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945013431",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.27,
      "end_s": 1.67,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.37,
      "end_s": 2.67,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.27,
      "end_s": 3.57,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 5.8,
      "text_en": "Sir, calling from JSW One MSME.",
      "text_native": "Sir, calling from JSW One MSME."
    },
    {
      "ucid": "21112178945013431",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.4,
      "end_s": 7.6,
      "text_en": "Calling from JSW?",
      "text_native": "Calling from JSW?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 8.2,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178945013431",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.7,
      "end_s": 9.3,
      "text_en": "Yes, tell me.",
      "text_native": "बोलिए बोलिए।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.7,
      "end_s": 11.1,
      "text_en": "Uh, am I speaking with Pandey ji?",
      "text_native": "अह पांडे जी से बात हो रही है मेरी?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 12.0,
      "text_en": "Yes, yes, yes, tell me.",
      "text_native": "जी जी जी, बोलिए।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 16.0,
      "text_en": "Uh sir, actually you had registered an account on our portal, SS Engineering Works.",
      "text_native": "अह सर एक्चुअली आपने अकाउंट रजिस्टर कराया था हमारे पोर्टल पे, एस एस इंजीनियरिंग वर्क्स।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.0,
      "end_s": 18.4,
      "text_en": "For, yes, I had it done in case it's needed in the future.",
      "text_native": "फॉर हां, करा दिया था कभी फ्यूचर में जरूरत पड़े तो।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 22.0,
      "text_en": "Noted. So sir, are you looking for any requirement in sheet metals etc.?",
      "text_native": "नोटेड। तो सर कुछ रिक्वायरमेंट देख रहे हैं सर आप शीट मेटल्स वगेरा में?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 12,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 26.0,
      "text_en": "So, in JSW's sheets, which sheet do you have?",
      "text_native": "तो JSW का आपका शीट में कौन सा शीट रहता है ये अपना?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.0,
      "end_s": 26.6,
      "text_en": "HR etc. sheets.",
      "text_native": "HR वगेरा का शीट।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 28.8,
      "text_en": "All India, will it be available anywhere in all of India?",
      "text_native": "ऑल इंडिया ऑल इंडिया में कहीं पे भी रहेगा?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 15,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 29.3,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 16,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 34.8,
      "text_en": "So, this profile sheet of yours, the one that comes for roofing on top, hmm, do you have that as well?",
      "text_native": "तो ये अपना प्रोफाइल शीट भी ये अपना जो आता है ऊपर रूफिंग का, हम्म, ये भी रहता है?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 17,
      "speaker": "agent",
      "start_s": 35.0,
      "end_s": 35.7,
      "text_en": "Yes, we have it, sir.",
      "text_native": "हां रहता है ना सर।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 18,
      "speaker": "customer",
      "start_s": 36.6,
      "end_s": 39.6,
      "text_en": "Hmm. And what is the current rate for MS structural steel?",
      "text_native": "हम्म। और MS का स्ट्रक्चरल का स्टील का क्या रेट चल रहा है अभी?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 19,
      "speaker": "agent",
      "start_s": 39.9,
      "end_s": 40.7,
      "text_en": "MS structural?",
      "text_native": "MS का स्ट्रक्चरल?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 20,
      "speaker": "customer",
      "start_s": 41.0,
      "end_s": 44.0,
      "text_en": "Hmm. Like mild steel, right? MS channel, I-beam, trusses, all that.",
      "text_native": "हम्म। जैसे माइल्ड स्टील होता है ना MS चैनल, आई-बीम, ट्रसेस ये सब।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 21,
      "speaker": "agent",
      "start_s": 44.3,
      "end_s": 47.0,
      "text_en": "Yes, I agree, but what size do you need and in what quantity, sir?",
      "text_native": "हां, आई एग्रीड है, बट क्या साइज में चाहिए और क्या क्वांटिटी में चाहिए सर?"
    },
    {
      "ucid": "21112178945013431",
      "idx": 22,
      "speaker": "customer",
      "start_s": 47.4,
      "end_s": 49.4,
      "text_en": "I will share the details with you.",
      "text_native": "ये मैं डिटेल आपको जो है ना शेयर कर देता हूं।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 23,
      "speaker": "agent",
      "start_s": 49.6,
      "end_s": 52.6,
      "text_en": "I'll do one thing, I'll send you a 'hi' on WhatsApp, you send me the details on that. This I...",
      "text_native": "मैं एक काम करता हूं, मैं आपको WhatsApp पे हाय डालता हूं, आप मुझे उसपे डिटेल्स भेजिएगा। ये मैं..."
    },
    {
      "ucid": "21112178945013431",
      "idx": 24,
      "speaker": "customer",
      "start_s": 52.6,
      "end_s": 53.1,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 25,
      "speaker": "agent",
      "start_s": 53.1,
      "end_s": 53.3,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 26,
      "speaker": "customer",
      "start_s": 53.8,
      "end_s": 54.3,
      "text_en": "Okay, thank you.",
      "text_native": "ओके, थैंक यू।"
    },
    {
      "ucid": "21112178945013431",
      "idx": 27,
      "speaker": "agent",
      "start_s": 54.8,
      "end_s": 55.1,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945013431",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, calling from JSW One MSME.",
      "comment": "The opening was abrupt and functional, lacking the required warmth or helper positioning."
    },
    {
      "ucid": "21112178945013431",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Uh, am I speaking with Pandey ji?",
      "comment": "Only verified the contact person's name; failed to ask about procurement city, role, or verify contact details."
    },
    {
      "ucid": "21112178945013431",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "...what size do you need and in what quantity, sir?",
      "comment": "The agent only asked about a transactional quantity, failing to conduct any broader discovery on business type, volume, or current suppliers."
    },
    {
      "ucid": "21112178945013431",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain the platform or pitch any of its benefits like transparent pricing or test certificates."
    },
    {
      "ucid": "21112178945013431",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will share the details with you.",
      "comment": "Although an opportunity was surfaced, the agent failed to capture the full spec on the call, instead deferring to an offline channel."
    },
    {
      "ucid": "21112178945013431",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll do one thing, I'll send you a 'hi' on WhatsApp, you send me the details on that.",
      "comment": "The call ended with a vague, non-committal next step, not one of the three required concrete outcomes."
    }
  ],
  "objections": [
    {
      "ucid": "21112178945013431",
      "obj_type": "just_registered_to_check",
      "state": "mishandled",
      "evidence": "I had it done in case it's needed in the future.",
      "response": "Noted. So sir, are you looking for any requirement in sheet metals etc.?"
    }
  ],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "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": []
}