{
  "ucid": "21112178945144472",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 11:20:44",
  "end_time": "2026-09-15 11:22:56",
  "duration_sec": 132,
  "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/DIA3848bf134f1352dcc36d08212185a9af.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 115,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945144472__DIA3848bf134f1352dcc36d08212185a9af.mp3",
  "audio_bytes": 343872,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 114.624,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Raj Industries   (राज इंडस्ट्रीज)\n[7s] CUSTOMER: Speak.   (बोलिए)\n[8s] AGENT: Sir, I am speaking from JSW One MSME Bombay head office.   (सर JSW One MSME बॉम्बे हेड ऑफिस से बात कर रहा हूं मैं।)\n[11s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[12s] AGENT: Sir, actually your account was registered on a portal for in the name of Raj Industries for Nagpur location. So sir, I had called to discuss with you regarding that. So were you looking for any requirement in steel purchase etc., sir?   (सर एक्चुअली योर अकाउंट वॉस रजिस्टर्ड ऑन अ पोर्टल अ फॉर इन द नेम ऑफ राज इंडस्ट्रीज फॉर नागपुर लोकेशन। तो सर मैंने उसके रिगार्डिंग आपसे डिस्कस करने के लिए कॉल किया था। सो आप कुछ स्टील परचेस वगेरा में कुछ आप देख रहे थे सर रिक्वायरमेंट?)\n[21s] CUSTOMER: No sir, not steel purchase, I was searching for pipe purchase.   (नहीं सर स्टील परचेस नहीं, पाइप परचेस में सर्च कर रहा था मैं।)\n[24s] AGENT: Which pipes do you need, sir?   (पाइप कौनसे वाले चाहिए सर आपको?)\n[25s] CUSTOMER: MS, MS pipe 350 OD, 450 OD.   (MS, MS पाइप 350 OD, 450 OD.)\n[28s] AGENT: Okay. You need MS pipes. So are you basically in manufacturing, sir, or is it a trading business?   (ओके। MS पाइप्स चाहिए आपको। तो ये बेसिकली आप मैन्युफैक्चरिंग में है क्या सर या ट्रेडिंग बिजनेस?)\n[32s] CUSTOMER: No, no, no, manufacturing.   (नहीं नहीं नहीं, मैन्युफैक्चरिंग।)\n[34s] AGENT: Understood. Understood. So and how much quantity will be required, sir?   (अंडरस्टूड। अंडरस्टूड। तो और ये कितना क्वांटिटी लगेगा सर?)\n[37s] CUSTOMER: Uh sir, see, the quantity is such that it's around around 20, 22 pieces for now.   (अ सर देखिए क्वांटिटी तो ऐसा है के अराउंड अराउंड 20, 22 पीसेस है अभी फिलहाल।)\n[41s] AGENT: Okay, okay.   (अच्छा, ओके।)\n[42s] CUSTOMER: Because actually I have to make a sample for the customer first, if the sample passes then I can give you, I can give you a bulk order.   (क्योंकि एक्चुअली मेरेको कस्टमर को पहले सैंपल बना के देना है, सैंपल पास होगा देन आई कैन गिव यू, आई कैन गिव यू बल्क ऑर्डर।)\n[48s] AGENT: Hmm hmm. Sir, I have no problem in giving it, I will give it. But sir, the thing is, the rate will be exponentially higher because the material will come from Pune. Our material will come from the Pune yard.   (हम्म हम्म। सर मुझे देने में कोई दिक्कत नहीं है, मैं तो दे दूंगा। लेकिन सर क्या है ना, रेट एक्सपोनेंशियली ऊपर लगेगा बिकॉज़ द मटेरियल विल कम फ्रॉम पुणे। पुणे यार्ड से आएगा हमारा मटेरियल।)\n[54s] CUSTOMER: Okay, Pune yard. So Pune is far from here.   (ओके, पुणे यार्ड। तो पुणे इस फार फ्रॉम हियर।)\n[57s] AGENT: Yeah. Because our transportation cost will go very high. That's the basically reason I asked you for the quantity, how much quantity you need in this.   (या। क्योंकि हमारा ट्रांसपोर्टेशन कॉस्ट बहुत ज्यादा ऊपर चला जाएगा। दैट्स द बेसिकली रीजन मैंने आपसे क्वांटिटी पूछी कि कितनी क्वांटिटी चाहिए इसमें आपको।)\n[62s] CUSTOMER: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[63s] AGENT: That's the case, sir.   (वैसा केस है सर।)\n[64s] CUSTOMER: Okay so no problem, you drop me a price. Let's see, if my personal, personal vehicle, my personal truck goes from here to Pune, then I can transport it.   (ओके सो नो प्रॉब्लम, आप मेरेको एक प्राइस तो ड्रॉप करिए। देखते हैं अगर मेरी पर्सनल, पर्सनल व्हीकल, पर्सनल ट्रक मेरा यहां से पुणे अगर जाता है तो मैं उसको फिर ट्रांसपोर्ट कर सकता हूं।)\n[70s] AGENT: Alright, no problem, sir. I'll do that.   (ठीक है ना, कोई दिक्कत नहीं है सर। मैं वैसा कर देता हूं।)\n[73s] CUSTOMER: Okay, thank you.   (ओके, थैंक यू।)\n[74s] AGENT: Yeah, thank you.   (या, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: The audio is clear with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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": 3.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer mentions a sample order leading to a bulk order, use discovery questions to understand the potential size and frequency of that bulk order to better tailor your pitch.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": "MS pipe 350 OD, 450 OD",
  "catalogue_status": "available",
  "quality_flags_total": 1,
  "supply_flag": "not_in_stockyard",
  "supply_details": "Agent stated material for Nagpur customer would have to be sourced from the Pune yard, incurring high transport costs.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer in Nagpur, clarified he registered looking for MS pipes for a sample order, not other steel products. The agent identified the material would need to come from the Pune yard, leading to high transport costs. The customer still requested a price, stating he might arrange his own transport, and the agent agreed to send the quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am speaking from JSW One MSME Bombay head office. ... Sir, actually your account was registered on a portal... I had called to discuss with you regarding that.\", \"comment\": \"The agent provided a clear, professional opening explaining the reason for the call based on the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"in the name of Raj Industries for Nagpur location.\", \"comment\": \"The agent confirmed the company name and location from the registration data, but did not ask about the customer's role in procurement or verify contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"So are you basically in manufacturing, sir, or is it a trading business? ... So and how much quantity will be required, sir?\", \"comment\": \"The agent only asked about business type and quantity, failing to meet the minimum threshold of 4 questions for a partial pass. Key discovery on applications, brands, and buying patterns was missed.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's benefits like transparent pricing, test certificates, or stockyard availability as a value proposition.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So were you looking for any requirement in steel purchase etc., sir? ... Which pipes do you need, sir?\", \"comment\": \"The agent successfully identified a current requirement for a sample order and captured the basic product type and size (MS pipes, 350/450 OD).\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, no problem, sir. I'll do that.\", \"comment\": \"The agent agreed to send a price as requested, but failed to establish a specific time for follow-up, which is a required part of this step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer mentions a sample order leading to a bulk order, use discovery questions to understand the potential size and frequency of that bulk order to better tailor your pitch.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": \"MS pipe 350 OD, 450 OD\", \"catalogue_status\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Agent stated material for Nagpur customer would have to be sourced from the Pune yard, incurring high transport costs.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a manufacturer in Nagpur, clarified he registered looking for MS pipes for a sample order, not other steel products. The agent identified the material would need to come from the Pune yard, leading to high transport costs. The customer still requested a price, stating he might arrange his own transport, and the agent agreed to send the quote.\"}",
  "error": null,
  "latency_ms": 44640,
  "input_tokens": 3657,
  "output_tokens": 909,
  "created_at": "2026-09-25 10:51:20",
  "sentiment": "negative",
  "sentiment_score": -0.153,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 7,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.554,
  "agent_talk_sec": 32.8,
  "customer_talk_sec": 26.4,
  "dead_air_sec": 72.8,
  "longest_monologue_sec": 8.0,
  "agent_wpm": 311.0,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 12,
  "discovery_qs": 4,
  "words_agent": 170,
  "words_customer": 115,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178945144472",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.18,
      "end_s": 6.1,
      "text_en": "Raj Industries",
      "text_native": "राज इंडस्ट्रीज"
    },
    {
      "ucid": "21112178945144472",
      "idx": 1,
      "speaker": "customer",
      "start_s": 7.1,
      "end_s": 7.5,
      "text_en": "Speak.",
      "text_native": "बोलिए"
    },
    {
      "ucid": "21112178945144472",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.77,
      "end_s": 10.3,
      "text_en": "Sir, I am speaking from JSW One MSME Bombay head office.",
      "text_native": "सर JSW One MSME बॉम्बे हेड ऑफिस से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 3,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 11.3,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 4,
      "speaker": "agent",
      "start_s": 11.77,
      "end_s": 19.8,
      "text_en": "Sir, actually your account was registered on a portal for in the name of Raj Industries for Nagpur location. So sir, I had called to discuss with you regarding that. So were you looking for any requirement in steel purchase etc., sir?",
      "text_native": "सर एक्चुअली योर अकाउंट वॉस रजिस्टर्ड ऑन अ पोर्टल अ फॉर इन द नेम ऑफ राज इंडस्ट्रीज फॉर नागपुर लोकेशन। तो सर मैंने उसके रिगार्डिंग आपसे डिस्कस करने के लिए कॉल किया था। सो आप कुछ स्टील परचेस वगेरा में कुछ आप देख रहे थे सर रिक्वायरमेंट?"
    },
    {
      "ucid": "21112178945144472",
      "idx": 5,
      "speaker": "customer",
      "start_s": 20.6,
      "end_s": 23.1,
      "text_en": "No sir, not steel purchase, I was searching for pipe purchase.",
      "text_native": "नहीं सर स्टील परचेस नहीं, पाइप परचेस में सर्च कर रहा था मैं।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 6,
      "speaker": "agent",
      "start_s": 23.6,
      "end_s": 25.1,
      "text_en": "Which pipes do you need, sir?",
      "text_native": "पाइप कौनसे वाले चाहिए सर आपको?"
    },
    {
      "ucid": "21112178945144472",
      "idx": 7,
      "speaker": "customer",
      "start_s": 25.4,
      "end_s": 27.8,
      "text_en": "MS, MS pipe 350 OD, 450 OD.",
      "text_native": "MS, MS पाइप 350 OD, 450 OD."
    },
    {
      "ucid": "21112178945144472",
      "idx": 8,
      "speaker": "agent",
      "start_s": 28.4,
      "end_s": 31.8,
      "text_en": "Okay. You need MS pipes. So are you basically in manufacturing, sir, or is it a trading business?",
      "text_native": "ओके। MS पाइप्स चाहिए आपको। तो ये बेसिकली आप मैन्युफैक्चरिंग में है क्या सर या ट्रेडिंग बिजनेस?"
    },
    {
      "ucid": "21112178945144472",
      "idx": 9,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 33.5,
      "text_en": "No, no, no, manufacturing.",
      "text_native": "नहीं नहीं नहीं, मैन्युफैक्चरिंग।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 10,
      "speaker": "agent",
      "start_s": 33.9,
      "end_s": 36.5,
      "text_en": "Understood. Understood. So and how much quantity will be required, sir?",
      "text_native": "अंडरस्टूड। अंडरस्टूड। तो और ये कितना क्वांटिटी लगेगा सर?"
    },
    {
      "ucid": "21112178945144472",
      "idx": 11,
      "speaker": "customer",
      "start_s": 37.2,
      "end_s": 40.8,
      "text_en": "Uh sir, see, the quantity is such that it's around around 20, 22 pieces for now.",
      "text_native": "अ सर देखिए क्वांटिटी तो ऐसा है के अराउंड अराउंड 20, 22 पीसेस है अभी फिलहाल।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 12,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 41.8,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा, ओके।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 13,
      "speaker": "customer",
      "start_s": 42.2,
      "end_s": 47.2,
      "text_en": "Because actually I have to make a sample for the customer first, if the sample passes then I can give you, I can give you a bulk order.",
      "text_native": "क्योंकि एक्चुअली मेरेको कस्टमर को पहले सैंपल बना के देना है, सैंपल पास होगा देन आई कैन गिव यू, आई कैन गिव यू बल्क ऑर्डर।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 14,
      "speaker": "agent",
      "start_s": 47.6,
      "end_s": 53.5,
      "text_en": "Hmm hmm. Sir, I have no problem in giving it, I will give it. But sir, the thing is, the rate will be exponentially higher because the material will come from Pune. Our material will come from the Pune yard.",
      "text_native": "हम्म हम्म। सर मुझे देने में कोई दिक्कत नहीं है, मैं तो दे दूंगा। लेकिन सर क्या है ना, रेट एक्सपोनेंशियली ऊपर लगेगा बिकॉज़ द मटेरियल विल कम फ्रॉम पुणे। पुणे यार्ड से आएगा हमारा मटेरियल।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 15,
      "speaker": "customer",
      "start_s": 54.2,
      "end_s": 56.2,
      "text_en": "Okay, Pune yard. So Pune is far from here.",
      "text_native": "ओके, पुणे यार्ड। तो पुणे इस फार फ्रॉम हियर।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 16,
      "speaker": "agent",
      "start_s": 56.6,
      "end_s": 61.5,
      "text_en": "Yeah. Because our transportation cost will go very high. That's the basically reason I asked you for the quantity, how much quantity you need in this.",
      "text_native": "या। क्योंकि हमारा ट्रांसपोर्टेशन कॉस्ट बहुत ज्यादा ऊपर चला जाएगा। दैट्स द बेसिकली रीजन मैंने आपसे क्वांटिटी पूछी कि कितनी क्वांटिटी चाहिए इसमें आपको।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 17,
      "speaker": "customer",
      "start_s": 61.5,
      "end_s": 62.2,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 18,
      "speaker": "agent",
      "start_s": 62.8,
      "end_s": 63.5,
      "text_en": "That's the case, sir.",
      "text_native": "वैसा केस है सर।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 19,
      "speaker": "customer",
      "start_s": 63.8,
      "end_s": 70.2,
      "text_en": "Okay so no problem, you drop me a price. Let's see, if my personal, personal vehicle, my personal truck goes from here to Pune, then I can transport it.",
      "text_native": "ओके सो नो प्रॉब्लम, आप मेरेको एक प्राइस तो ड्रॉप करिए। देखते हैं अगर मेरी पर्सनल, पर्सनल व्हीकल, पर्सनल ट्रक मेरा यहां से पुणे अगर जाता है तो मैं उसको फिर ट्रांसपोर्ट कर सकता हूं।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 20,
      "speaker": "agent",
      "start_s": 70.2,
      "end_s": 72.2,
      "text_en": "Alright, no problem, sir. I'll do that.",
      "text_native": "ठीक है ना, कोई दिक्कत नहीं है सर। मैं वैसा कर देता हूं।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 21,
      "speaker": "customer",
      "start_s": 72.8,
      "end_s": 73.5,
      "text_en": "Okay, thank you.",
      "text_native": "ओके, थैंक यू।"
    },
    {
      "ucid": "21112178945144472",
      "idx": 22,
      "speaker": "agent",
      "start_s": 73.8,
      "end_s": 74.4,
      "text_en": "Yeah, thank you.",
      "text_native": "या, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945144472",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, I am speaking from JSW One MSME Bombay head office. ... Sir, actually your account was registered on a portal... I had called to discuss with you regarding that.",
      "comment": "The agent provided a clear, professional opening explaining the reason for the call based on the customer's registration."
    },
    {
      "ucid": "21112178945144472",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "in the name of Raj Industries for Nagpur location.",
      "comment": "The agent confirmed the company name and location from the registration data, but did not ask about the customer's role in procurement or verify contact details."
    },
    {
      "ucid": "21112178945144472",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "So are you basically in manufacturing, sir, or is it a trading business? ... So and how much quantity will be required, sir?",
      "comment": "The agent only asked about business type and quantity, failing to meet the minimum threshold of 4 questions for a partial pass. Key discovery on applications, brands, and buying patterns was missed."
    },
    {
      "ucid": "21112178945144472",
      "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 any of the platform's benefits like transparent pricing, test certificates, or stockyard availability as a value proposition."
    },
    {
      "ucid": "21112178945144472",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "So were you looking for any requirement in steel purchase etc., sir? ... Which pipes do you need, sir?",
      "comment": "The agent successfully identified a current requirement for a sample order and captured the basic product type and size (MS pipes, 350/450 OD)."
    },
    {
      "ucid": "21112178945144472",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Alright, no problem, sir. I'll do that.",
      "comment": "The agent agreed to send a price as requested, but failed to establish a specific time for follow-up, which is a required part of this step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}