{
  "ucid": "21112178946131311",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 14:05:13",
  "end_time": "2026-09-15 14:06:36",
  "duration_sec": 83,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf317e2de8b3dfc86c0376614bca4e002.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 79,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946131311__DIAf317e2de8b3dfc86c0376614bca4e002.mp3",
  "audio_bytes": 214488,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 71.496,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: A1 Steel?\n[3s] CUSTOMER: Speak.   (बोलो.)\n[4s] AGENT: Sir, very good afternoon, Sudip speaking from JSW One MSME, Girnar Steel.   (सर, वेरी गुड आफ्टरनून, सुदीप बोल रहा हूं JSW One MSME से, गिरनार स्टील।)\n[8s] CUSTOMER: Yes, tell me sir.   (हां, बोलिए सर।)\n[9s] AGENT: Sir, your company is registered on our portal, basically for the Pune location. Your steel...   (सर, ये आपका कंपनी रजिस्टर्ड है सर पोर्टल पर हमारे, पुणे लोकेशन के लिए बेसिकली। आपके स्टील...)\n[12s] CUSTOMER: I have spoken before, sir.   (पहले भी बात हुई थी सर मेरी।)\n[13s] AGENT: Okay.   (ओके।)\n[14s] CUSTOMER: With JSW One, but sir, something about the rate is not working out in that. We are traders, sir, not manufacturers. So in your rates, that is not workable, sir.   (JSW One में, लेकिन सर कुछ रेट का नहीं हो पा रहा है उसमें। हम लोग ट्रेडर है सर, मैन्युफैक्चरर नहीं है। तो आपके रेट्स में वो वर्केबल नहीं है सर।)\n[20s] AGENT: You are getting the rate on the higher side, is that what you're saying?   (आपको रेट हायर साइड पर आ रहा है, ऐसा बोल रहे हो।)\n[23s] CUSTOMER: Yes, the rate is on a very high side.   (हां, रेट बहुत हायर साइड में है।)\n[25s] AGENT: Okay okay, fine. No problem, sir. If you have some quantity in this HR in E250, if you have a better quantity, then I can give you competitive rates, sir, of the market.   (अच्छा अच्छा, ठीक है। चलो कोई नहीं सर। अगर आपका ये HR में E250 में कुछ रहता है क्वांटिटी, अगर आपका बेटर क्वांटिटी रहता है ना, तो मैं आपको कॉम्पिटिटिव रेट्स दे सकता हूं सर मार्केट के।)\n[32s] CUSTOMER: What sir, what is your rate for HR E250?   (क्या सर, रेट क्या है आपका HR E250 का?)\n[33s] AGENT: Today our rate is running at, sir, for Pune 64250, ex-Chakan. Per metric ton plus GST. And this is for E250 from 2.5 mm up to 12 mm.   (आज का हमारा रेट चल रहा है सर फॉर पुणे 64250, एक्स-चाकण। पर मेट्रिक टन प्लस GST। एंड दिस इज फॉर E250 2.5 mm से लेके 12 mm तक का।)\n[42s] CUSTOMER: That's right sir, in that, where... we are not workable, sir.   (बराबर है सर, उसमें कहां हम वर्केबल नहीं है सर।)\n[45s] AGENT: Okay. Okay sir, thank you.   (ठीक है। ओके सर, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: The conversation is heavily code-mixed with English, especially for business and technical terms.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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 immediately raises a strong objection like price, you must handle it using the playbook before giving up on the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead who immediately identified as a trader and objected to JSW's pricing based on past experience. The agent quoted a current ex-works price which the customer confirmed was unworkable for their business model. The call ended without any discovery or agreed next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer interrupted before a hook could be delivered, and the agent never attempted to introduce one.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the customer volunteered their business type but was not prompted.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation was derailed by the price objection and never recovered.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if the customer had a current requirement or attempt to capture any details.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after the price was rejected, with no next step proposed or agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately raises a strong objection like price, you must handle it using the playbook before giving up on the call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"We are traders, sir, not manufacturers. So in your rates, that is not workable, sir.\", \"response\": \"if you have a better quantity, then I can give you competitive rates, sir, of the market.\"}], \"call_summary\": \"The agent contacted a lead who immediately identified as a trader and objected to JSW's pricing based on past experience. The agent quoted a current ex-works price which the customer confirmed was unworkable for their business model. The call ended without any discovery or agreed next steps.\"}",
  "error": null,
  "latency_ms": 37457,
  "input_tokens": 3247,
  "output_tokens": 747,
  "created_at": "2026-09-25 10:48:36",
  "sentiment": "negative",
  "sentiment_score": -0.331,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.652,
  "agent_talk_sec": 25.9,
  "customer_talk_sec": 13.8,
  "dead_air_sec": 43.3,
  "longest_monologue_sec": 8.3,
  "agent_wpm": 259.5,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 112,
  "words_customer": 70,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946131311",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.78,
      "end_s": 1.18,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178946131311",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.9,
      "text_en": "A1 Steel?",
      "text_native": "A1 Steel?"
    },
    {
      "ucid": "21112178946131311",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.4,
      "end_s": 3.78,
      "text_en": "Speak.",
      "text_native": "बोलो."
    },
    {
      "ucid": "21112178946131311",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.3,
      "end_s": 7.4,
      "text_en": "Sir, very good afternoon, Sudip speaking from JSW One MSME, Girnar Steel.",
      "text_native": "सर, वेरी गुड आफ्टरनून, सुदीप बोल रहा हूं JSW One MSME से, गिरनार स्टील।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.9,
      "end_s": 8.6,
      "text_en": "Yes, tell me sir.",
      "text_native": "हां, बोलिए सर।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.8,
      "end_s": 12.1,
      "text_en": "Sir, your company is registered on our portal, basically for the Pune location. Your steel...",
      "text_native": "सर, ये आपका कंपनी रजिस्टर्ड है सर पोर्टल पर हमारे, पुणे लोकेशन के लिए बेसिकली। आपके स्टील..."
    },
    {
      "ucid": "21112178946131311",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.1,
      "end_s": 13.2,
      "text_en": "I have spoken before, sir.",
      "text_native": "पहले भी बात हुई थी सर मेरी।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.4,
      "end_s": 13.8,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.3,
      "end_s": 19.9,
      "text_en": "With JSW One, but sir, something about the rate is not working out in that. We are traders, sir, not manufacturers. So in your rates, that is not workable, sir.",
      "text_native": "JSW One में, लेकिन सर कुछ रेट का नहीं हो पा रहा है उसमें। हम लोग ट्रेडर है सर, मैन्युफैक्चरर नहीं है। तो आपके रेट्स में वो वर्केबल नहीं है सर।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 9,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 22.1,
      "text_en": "You are getting the rate on the higher side, is that what you're saying?",
      "text_native": "आपको रेट हायर साइड पर आ रहा है, ऐसा बोल रहे हो।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.6,
      "end_s": 24.1,
      "text_en": "Yes, the rate is on a very high side.",
      "text_native": "हां, रेट बहुत हायर साइड में है।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.6,
      "end_s": 31.4,
      "text_en": "Okay okay, fine. No problem, sir. If you have some quantity in this HR in E250, if you have a better quantity, then I can give you competitive rates, sir, of the market.",
      "text_native": "अच्छा अच्छा, ठीक है। चलो कोई नहीं सर। अगर आपका ये HR में E250 में कुछ रहता है क्वांटिटी, अगर आपका बेटर क्वांटिटी रहता है ना, तो मैं आपको कॉम्पिटिटिव रेट्स दे सकता हूं सर मार्केट के।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 12,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 33.1,
      "text_en": "What sir, what is your rate for HR E250?",
      "text_native": "क्या सर, रेट क्या है आपका HR E250 का?"
    },
    {
      "ucid": "21112178946131311",
      "idx": 13,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 41.4,
      "text_en": "Today our rate is running at, sir, for Pune 64250, ex-Chakan. Per metric ton plus GST. And this is for E250 from 2.5 mm up to 12 mm.",
      "text_native": "आज का हमारा रेट चल रहा है सर फॉर पुणे 64250, एक्स-चाकण। पर मेट्रिक टन प्लस GST। एंड दिस इज फॉर E250 2.5 mm से लेके 12 mm तक का।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 14,
      "speaker": "customer",
      "start_s": 42.1,
      "end_s": 44.6,
      "text_en": "That's right sir, in that, where... we are not workable, sir.",
      "text_native": "बराबर है सर, उसमें कहां हम वर्केबल नहीं है सर।"
    },
    {
      "ucid": "21112178946131311",
      "idx": 15,
      "speaker": "agent",
      "start_s": 44.9,
      "end_s": 46.2,
      "text_en": "Okay. Okay sir, thank you.",
      "text_native": "ठीक है। ओके सर, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178946131311",
      "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, which is a required part of the opener."
    },
    {
      "ucid": "21112178946131311",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer interrupted before a hook could be delivered, and the agent never attempted to introduce one."
    },
    {
      "ucid": "21112178946131311",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions; the customer volunteered their business type but was not prompted."
    },
    {
      "ucid": "21112178946131311",
      "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; the conversation was derailed by the price objection and never recovered."
    },
    {
      "ucid": "21112178946131311",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask if the customer had a current requirement or attempt to capture any details."
    },
    {
      "ucid": "21112178946131311",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly after the price was rejected, with no next step proposed or agreed upon."
    }
  ],
  "objections": [
    {
      "ucid": "21112178946131311",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "We are traders, sir, not manufacturers. So in your rates, that is not workable, sir.",
      "response": "if you have a better quantity, then I can give you competitive rates, sir, of the market."
    }
  ],
  "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": []
}