{
  "ucid": "21112178945521671",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 12:23:36",
  "end_time": "2026-09-15 12:25:12",
  "duration_sec": 96,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa32583106da00a89edcfb31d67591a70.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 91,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178945521671__DIAa32583106da00a89edcfb31d67591a70.mp3",
  "audio_bytes": 235224,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 78.408,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello.\n[6s] CUSTOMER: Hello.\n[7s] AGENT: Hello, uh sir good afternoon. This is Kartik, I was calling from JSW One.   (Hello, uh sir good afternoon. Kartik hai, baat kar raha tha JSW One se.)\n[10s] CUSTOMER: Yes sir.   (हाँजी सर।)\n[10s] AGENT: Uh sir, right now at Gomti Steel Industries, is there any material procurement happening? Are you looking to buy HR or anything?   (अह सर, ये अभी गोमती स्टील इंडस्ट्रीज में कुछ मटेरियल प्रोक्योरमेंट पता नहीं है अभी आपका? एचआर वगेरा कुछ खरीदने में देख रहे हो?)\n[14s] CUSTOMER: Yes, we are looking. Sir, I have already spoken with your people, there is a big difference in your rates.   (हाँजी, देखते हैं जी। आपके सर, मेरी बात हो चुकी है आपके वहां ना, आपके रेट में फर्क रहता है ज्यादा।)\n[18s] AGENT: Okay, this difference is in comparison to Faridabad?   (अच्छा, फर्क ये फरीदाबाद के कंपैरिजन में?)\n[20s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[21s] AGENT: E250 [inaudible]\n[24s] AGENT: Sir, in the E250 grade, there shouldn't be that much of a difference. But the thing is, we stock in Ghaziabad, so the freight to Faridabad is this much, some extra will be charged.   (सर, E250 का ग्रेड में तो इतना फर्क नहीं आना चाहिए। बट वो है कि बस गाजियाबाद में हम स्टॉक करते हैं, तो फरीदाबाद आने तक का फ्रेट इतना है, कुछ एक्स्ट्रा लग जाएगा।)\n[29s] CUSTOMER: No, not E250, grade one, grade two.   (नहीं E250 नहीं, ग्रेड वन, ग्रेड टू।)\n[31s] AGENT: Oh, you take GR one, GR two?   (अच्छा, जीआर वन, जीआर टू लेते हो आप?)\n[32s] CUSTOMER: Yes.   (हाँजी।)\n[33s] AGENT: Okay, okay. Yes, then we don't stock that. We only do E250. So if we provide it from a seller or someone, there will be a difference, sir.   (अच्छा अच्छा। हाँ, फिर वो मतलब स्टॉक नहीं करते ना हम। E250 ही करते हैं। तो वो सेलर वगेरा से देंगे तो फर्क तो आएगा ही सर।)\n[38s] CUSTOMER: That is there. Yes, yes.   (ये तो है। हाँजी हाँजी।)\n[38s] AGENT: If you have any requirement in 250, let me know. We can get you that at a good rate.   (250 में कुछ रिक्वायरमेंट हो तो बताना। वो आपको अच्छे रेट में दिला देंगे।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present, but the main conversation is clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 turns, clean transcript (6% 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 raises an early objection, acknowledge it briefly but pivot back to your discovery questions to regain control of the call structure.",
  "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": "GR one, GR two",
  "catalogue_status": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer requires GR1/GR2 grades; agent confirms JSW One only stocks E250.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a manufacturing lead who immediately raised a price objection. The conversation revealed the customer uses GR1 and GR2 grades, which the agent confirmed JSW One does not stock, as they only carry E250. The call ended without a next step, as the required material was unavailable.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Hello, uh sir good afternoon. This is Kartik, I was calling from JSW One.\", \"comment\": \"The agent did not ask for permission or if it was a good time to talk, jumping directly into a business question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Uh sir, right now at Gomti Steel Industries, is there any material procurement happening? Are you looking to buy HR or anything?\", \"comment\": \"The agent did not lead with a supply or price hook; instead, he opened with a discovery question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the 6 required discovery questions, as the customer immediately raised an objection which derailed the call structure.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: If you have any requirement in 250, let me know. We can get you that at a good rate.\", \"comment\": \"The agent did not pitch any USPs based on discovery; he only made a weak offer on a product the customer doesn't use.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not attempt to qualify a specific requirement after learning the customer's primary grade was not available.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: If you have any requirement in 250, let me know.\", \"comment\": \"The call ended with a passive suggestion, not a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises an early objection, acknowledge it briefly but pivot back to your discovery questions to regain control of the call structure.\", \"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\": \"GR one, GR two\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requires GR1/GR2 grades; agent confirms JSW One only stocks E250.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"handled\", \"evidence\": \"Sir, I have already spoken with your people, there is a big difference in your rates.\", \"response\": \"Sir, in the E250 grade, there shouldn't be that much of a difference. But the thing is, we stock in Ghaziabad, so the freight to Faridabad is this much, some extra will be charged.\"}], \"call_summary\": \"The agent contacted a manufacturing lead who immediately raised a price objection. The conversation revealed the customer uses GR1 and GR2 grades, which the agent confirmed JSW One does not stock, as they only carry E250. The call ended without a next step, as the required material was unavailable.\"}",
  "error": null,
  "latency_ms": 36438,
  "input_tokens": 3199,
  "output_tokens": 935,
  "created_at": "2026-09-25 10:49:24",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.756,
  "agent_talk_sec": 23.2,
  "customer_talk_sec": 7.5,
  "dead_air_sec": 65.3,
  "longest_monologue_sec": 7.5,
  "agent_wpm": 349.1,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 7,
  "discovery_qs": 4,
  "words_agent": 135,
  "words_customer": 38,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178945521671",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 5.58,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178945521671",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.43,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178945521671",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 9.28,
      "text_en": "Hello, uh sir good afternoon. This is Kartik, I was calling from JSW One.",
      "text_native": "Hello, uh sir good afternoon. Kartik hai, baat kar raha tha JSW One se."
    },
    {
      "ucid": "21112178945521671",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.7,
      "end_s": 10.2,
      "text_en": "Yes sir.",
      "text_native": "हाँजी सर।"
    },
    {
      "ucid": "21112178945521671",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.48,
      "end_s": 14.1,
      "text_en": "Uh sir, right now at Gomti Steel Industries, is there any material procurement happening? Are you looking to buy HR or anything?",
      "text_native": "अह सर, ये अभी गोमती स्टील इंडस्ट्रीज में कुछ मटेरियल प्रोक्योरमेंट पता नहीं है अभी आपका? एचआर वगेरा कुछ खरीदने में देख रहे हो?"
    },
    {
      "ucid": "21112178945521671",
      "idx": 5,
      "speaker": "customer",
      "start_s": 14.46,
      "end_s": 17.8,
      "text_en": "Yes, we are looking. Sir, I have already spoken with your people, there is a big difference in your rates.",
      "text_native": "हाँजी, देखते हैं जी। आपके सर, मेरी बात हो चुकी है आपके वहां ना, आपके रेट में फर्क रहता है ज्यादा।"
    },
    {
      "ucid": "21112178945521671",
      "idx": 6,
      "speaker": "agent",
      "start_s": 18.0,
      "end_s": 19.5,
      "text_en": "Okay, this difference is in comparison to Faridabad?",
      "text_native": "अच्छा, फर्क ये फरीदाबाद के कंपैरिजन में?"
    },
    {
      "ucid": "21112178945521671",
      "idx": 7,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 20.3,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178945521671",
      "idx": 8,
      "speaker": "agent",
      "start_s": 21.4,
      "end_s": 24.0,
      "text_en": "E250 [inaudible]",
      "text_native": "E250 [inaudible]"
    },
    {
      "ucid": "21112178945521671",
      "idx": 9,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 28.9,
      "text_en": "Sir, in the E250 grade, there shouldn't be that much of a difference. But the thing is, we stock in Ghaziabad, so the freight to Faridabad is this much, some extra will be charged.",
      "text_native": "सर, E250 का ग्रेड में तो इतना फर्क नहीं आना चाहिए। बट वो है कि बस गाजियाबाद में हम स्टॉक करते हैं, तो फरीदाबाद आने तक का फ्रेट इतना है, कुछ एक्स्ट्रा लग जाएगा।"
    },
    {
      "ucid": "21112178945521671",
      "idx": 10,
      "speaker": "customer",
      "start_s": 29.1,
      "end_s": 30.7,
      "text_en": "No, not E250, grade one, grade two.",
      "text_native": "नहीं E250 नहीं, ग्रेड वन, ग्रेड टू।"
    },
    {
      "ucid": "21112178945521671",
      "idx": 11,
      "speaker": "agent",
      "start_s": 31.0,
      "end_s": 32.2,
      "text_en": "Oh, you take GR one, GR two?",
      "text_native": "अच्छा, जीआर वन, जीआर टू लेते हो आप?"
    },
    {
      "ucid": "21112178945521671",
      "idx": 12,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 32.5,
      "text_en": "Yes.",
      "text_native": "हाँजी।"
    },
    {
      "ucid": "21112178945521671",
      "idx": 13,
      "speaker": "agent",
      "start_s": 33.2,
      "end_s": 37.2,
      "text_en": "Okay, okay. Yes, then we don't stock that. We only do E250. So if we provide it from a seller or someone, there will be a difference, sir.",
      "text_native": "अच्छा अच्छा। हाँ, फिर वो मतलब स्टॉक नहीं करते ना हम। E250 ही करते हैं। तो वो सेलर वगेरा से देंगे तो फर्क तो आएगा ही सर।"
    },
    {
      "ucid": "21112178945521671",
      "idx": 14,
      "speaker": "customer",
      "start_s": 37.7,
      "end_s": 38.5,
      "text_en": "That is there. Yes, yes.",
      "text_native": "ये तो है। हाँजी हाँजी।"
    },
    {
      "ucid": "21112178945521671",
      "idx": 15,
      "speaker": "agent",
      "start_s": 38.5,
      "end_s": 40.8,
      "text_en": "If you have any requirement in 250, let me know. We can get you that at a good rate.",
      "text_native": "250 में कुछ रिक्वायरमेंट हो तो बताना। वो आपको अच्छे रेट में दिला देंगे।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178945521671",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Hello, uh sir good afternoon. This is Kartik, I was calling from JSW One.",
      "comment": "The agent did not ask for permission or if it was a good time to talk, jumping directly into a business question."
    },
    {
      "ucid": "21112178945521671",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Uh sir, right now at Gomti Steel Industries, is there any material procurement happening? Are you looking to buy HR or anything?",
      "comment": "The agent did not lead with a supply or price hook; instead, he opened with a discovery question."
    },
    {
      "ucid": "21112178945521671",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the 6 required discovery questions, as the customer immediately raised an objection which derailed the call structure."
    },
    {
      "ucid": "21112178945521671",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: If you have any requirement in 250, let me know. We can get you that at a good rate.",
      "comment": "The agent did not pitch any USPs based on discovery; he only made a weak offer on a product the customer doesn't use."
    },
    {
      "ucid": "21112178945521671",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not attempt to qualify a specific requirement after learning the customer's primary grade was not available."
    },
    {
      "ucid": "21112178945521671",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: If you have any requirement in 250, let me know.",
      "comment": "The call ended with a passive suggestion, not a committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178945521671",
      "obj_type": "price",
      "state": "handled",
      "evidence": "Sir, I have already spoken with your people, there is a big difference in your rates.",
      "response": "Sir, in the E250 grade, there shouldn't be that much of a difference. But the thing is, we stock in Ghaziabad, so the freight to Faridabad is this much, some extra will be charged."
    }
  ],
  "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": []
}