{
  "ucid": "21112178946247971",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 14:24:39",
  "end_time": "2026-09-15 14:26:38",
  "duration_sec": 119,
  "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/DIA24c5504fa577c99d5e19493d6457cc14.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 76,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946247971__DIA24c5504fa577c99d5e19493d6457cc14.mp3",
  "audio_bytes": 325944,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 108.648,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हलो?)\n[2s] AGENT: Hello, uh Mr. Chintan Makwana from Jai Mahakali Steel?   (हलो, अह मिस्टर चिंतन मकवाना फ्रॉम जय महाकाली स्टील?)\n[5s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: Chintan ji, very good afternoon. This is Sudeep speaking from JSW One MSME, Jindal Steel.   (चिंतन जी, वेरी गुड आफ्टरनून। सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।)\n[9s] CUSTOMER: Yes sir. Yes, yes, yes, yes.   (हां जी सर। जी, जी, जी, जी।)\n[11s] AGENT: Your company was registered, sir, for Amreli, Gujarat. This was a follow-up call regarding your steel procurement, sir. I wanted to understand if you have any live requirement for HR or HRPO?   (ये आपका कंपनी रजिस्टर्ड था सर अमरेली के लिए, गुजरात। आपके स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर। अभी ये समझना था कुछ लाइव रिक्वायरमेंट है सर आपको HR और HRPO में?)\n[19s] CUSTOMER: In HR, sir, we have a running requirement of 1500 2500, 1500 6300, 5 mm, 4 mm, 6 mm.   (HR में सर हमें रनिंग में रहता है पंद्रह सौ पच्चीस सौ रहता है, पंद्रह सौ त्रेसठ सौ रहता है, 5 mm, 4 mm, 6 mm.)\n[25s] AGENT: Great. What do you need immediately?   (बढ़िया। अभी इमीडिएटली क्या चाहिए आपको?)\n[27s] CUSTOMER: Right now I need 1830 by 3660, in 5 mm and 6 mm.   (मुझे अभी अठारह सौ तीस बाय छत्तीस सौ साठ, 5 mm और 6 mm में।)\n[31s] AGENT: 1830, are you talking about the width?   (अठारह सौ तीस विड्थ बोल रहे हो आप?)\n[33s] CUSTOMER: Yes, width.   (हां विड्थ।)\n[33s] AGENT: The width that we have, it comes in 1250, 1500, and 2000, sir. That is our standard width.   (विड्थ जो रहती है ना बारह सौ पचास, पंद्रह सौ और दो हजार में आती है सर हमारी स्टैंडर्ड विड्थ है।)\n[38s] CUSTOMER: 1830 is not available?   (अठारह सौ तीस नहीं आता है?)\n[39s] AGENT: 1830 is available on MTO (Make to Order), sir. When you place an order at the plant for 400 tons, then you get it. It's not available as standard, it's very rarely available with us.   (अठारह सौ तीस MTO ऑर्डर में मिलता है सर आपको। जब आप प्लांट में ऑर्डर लगाते हो ना चार सौ टन का, तब मिलता है। ऐसा स्टैंडर्ड अवेलेबल नहीं रहता, बहुत रेयरली अवेलेबल रहता है हमारे पास।)\n[47s] CUSTOMER: Okay, okay, okay, okay.   (अच्छा, अच्छा, अच्छा, अच्छा।)\n[48s] AGENT: Alright. If there is anything in these standard sizes, Chintan ji, I will WhatsApp you right now. Uh, if something comes up in that, you tell me, then we can talk further accordingly.   (ठीक है। ये स्टैंडर्ड साइजेस में कुछ रहता है ना चिंतन जी, मैं आपको WhatsApp करता हूं अभी। अह उसमें कुछ आता है तो आप बात बताइए मुझे, फिर अपन वैसे आगे बात करते हैं।)\n[54s] CUSTOMER: What is it now, what is the rate now, sir?   (क्या है अभी, अभी क्या रेट है सर?)\n[56s] AGENT: For Gujarat, our standard size is going for 64850, in E250.   (गुजरात का अपना स्टैंडर्ड साइज का चल रहा है 64850, E250 में।)\n[60s] CUSTOMER: In E250, 64... 50?   (E250 में 64... 50?)\n[101s] AGENT: 64, 64850. It's in Kanma, in E250. From 2.5 mm up to 12 mm.   (64, 64850. कनमा में है, E250 में है। 2.5 mm से लेके 12 mm तक का।)\n[107s] CUSTOMER: Okay, okay. And for 2 mm, 500 plus?   (ओके, ओके। और 2 mm का 500 प्लस?)\n[109s] AGENT: For 2 mm, it's 750 plus.   (2 mm का 750 प्लस।)\n[110s] CUSTOMER: 750 plus. Okay, okay.   (750 प्लस। ओके, ओके।)\n[112s] AGENT: Alright sir.   (ठीक है सर।)\n[113s] CUSTOMER: Alright, alright.   (ठीक है, ठीक है।)\n[113s] AGENT: If you have any requirement, then you tell me on the number I am WhatsApping you from. I have called you from the system's number.   (कुछ रहता है तो फिर आप, मैं आपको WhatsApp कर रहा हूं ना, वो नंबर पे बताइए। ये मैंने आपको सिस्टम के नंबर से फोन किया है।)\n[117s] CUSTOMER: Sure, sure, sure.\n[118s] AGENT: Okay, thank you.   (चलो, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 28,
  "connected": 1,
  "audio_notes": "clear: The audio is clear with minimal background noise.",
  "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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You missed the opportunity to build rapport and understand the customer's business by skipping discovery entirely; always ask about their manufacturing and procurement habits before asking for an order.",
  "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": "spec_not_available",
  "supply_details": "The customer required a width of 1830mm, which the agent correctly identified is not a standard stock size and is only available via a large MTO (Make to Order).",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent followed up with a registered lead in Gujarat. The customer had an immediate requirement for HR coil but in a non-standard 1830mm width. The agent correctly informed the customer that this width is a non-stock, Make-to-Order item requiring a large volume, and provided the price for standard sizes. The call ended without a firm next step, with the agent asking the customer to get in touch if they need standard sizes.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, uh Mr. Chintan Makwana from Jai Mahakali Steel? ... This is Sudeep speaking from JSW One MSME, Jindal Steel.\", \"comment\": \"Agent greeted, used the customer's name, and identified himself and JSW One, and the customer engaged willingly, implying permission was granted.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, monthly volume, or current suppliers, moving straight to qualification.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently no relevant USPs were pitched. The agent only provided a price when asked.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I wanted to understand if you have any live requirement for HR or HRPO?\", \"comment\": \"Agent successfully asked for a live requirement and correctly identified that the customer's requested width was not a standard size.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If you have any requirement, then you tell me on the number I am WhatsApping you from.\", \"comment\": \"The agent did not establish a committed next step, placing the onus on the customer to re-initiate contact.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to build rapport and understand the customer's business by skipping discovery entirely; always ask about their manufacturing and procurement habits before asking for an order.\", \"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\": \"spec_not_available\", \"supply_details\": \"The customer required a width of 1830mm, which the agent correctly identified is not a standard stock size and is only available via a large MTO (Make to Order).\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent followed up with a registered lead in Gujarat. The customer had an immediate requirement for HR coil but in a non-standard 1830mm width. The agent correctly informed the customer that this width is a non-stock, Make-to-Order item requiring a large volume, and provided the price for standard sizes. The call ended without a firm next step, with the agent asking the customer to get in touch if they need standard sizes.\"}",
  "error": null,
  "latency_ms": 31158,
  "input_tokens": 3869,
  "output_tokens": 854,
  "created_at": "2026-09-25 10:48:17",
  "sentiment": "positive",
  "sentiment_score": 0.354,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 21,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.452,
  "agent_talk_sec": 51.3,
  "customer_talk_sec": 62.2,
  "dead_air_sec": 5.5,
  "longest_monologue_sec": 7.9,
  "agent_wpm": 255.0,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 14,
  "discovery_qs": 4,
  "words_agent": 218,
  "words_customer": 81,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946247971",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.0,
      "end_s": 1.4,
      "text_en": "Hello?",
      "text_native": "हलो?"
    },
    {
      "ucid": "21112178946247971",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 4.5,
      "text_en": "Hello, uh Mr. Chintan Makwana from Jai Mahakali Steel?",
      "text_native": "हलो, अह मिस्टर चिंतन मकवाना फ्रॉम जय महाकाली स्टील?"
    },
    {
      "ucid": "21112178946247971",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.7,
      "end_s": 5.2,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.3,
      "end_s": 9.0,
      "text_en": "Chintan ji, very good afternoon. This is Sudeep speaking from JSW One MSME, Jindal Steel.",
      "text_native": "चिंतन जी, वेरी गुड आफ्टरनून। सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.1,
      "end_s": 10.5,
      "text_en": "Yes sir. Yes, yes, yes, yes.",
      "text_native": "हां जी सर। जी, जी, जी, जी।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.6,
      "end_s": 18.5,
      "text_en": "Your company was registered, sir, for Amreli, Gujarat. This was a follow-up call regarding your steel procurement, sir. I wanted to understand if you have any live requirement for HR or HRPO?",
      "text_native": "ये आपका कंपनी रजिस्टर्ड था सर अमरेली के लिए, गुजरात। आपके स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर। अभी ये समझना था कुछ लाइव रिक्वायरमेंट है सर आपको HR और HRPO में?"
    },
    {
      "ucid": "21112178946247971",
      "idx": 6,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 24.5,
      "text_en": "In HR, sir, we have a running requirement of 1500 2500, 1500 6300, 5 mm, 4 mm, 6 mm.",
      "text_native": "HR में सर हमें रनिंग में रहता है पंद्रह सौ पच्चीस सौ रहता है, पंद्रह सौ त्रेसठ सौ रहता है, 5 mm, 4 mm, 6 mm."
    },
    {
      "ucid": "21112178946247971",
      "idx": 7,
      "speaker": "agent",
      "start_s": 24.6,
      "end_s": 26.5,
      "text_en": "Great. What do you need immediately?",
      "text_native": "बढ़िया। अभी इमीडिएटली क्या चाहिए आपको?"
    },
    {
      "ucid": "21112178946247971",
      "idx": 8,
      "speaker": "customer",
      "start_s": 26.7,
      "end_s": 30.5,
      "text_en": "Right now I need 1830 by 3660, in 5 mm and 6 mm.",
      "text_native": "मुझे अभी अठारह सौ तीस बाय छत्तीस सौ साठ, 5 mm और 6 mm में।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 9,
      "speaker": "agent",
      "start_s": 30.8,
      "end_s": 32.5,
      "text_en": "1830, are you talking about the width?",
      "text_native": "अठारह सौ तीस विड्थ बोल रहे हो आप?"
    },
    {
      "ucid": "21112178946247971",
      "idx": 10,
      "speaker": "customer",
      "start_s": 32.6,
      "end_s": 33.0,
      "text_en": "Yes, width.",
      "text_native": "हां विड्थ।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 11,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 37.2,
      "text_en": "The width that we have, it comes in 1250, 1500, and 2000, sir. That is our standard width.",
      "text_native": "विड्थ जो रहती है ना बारह सौ पचास, पंद्रह सौ और दो हजार में आती है सर हमारी स्टैंडर्ड विड्थ है।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 12,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 38.8,
      "text_en": "1830 is not available?",
      "text_native": "अठारह सौ तीस नहीं आता है?"
    },
    {
      "ucid": "21112178946247971",
      "idx": 13,
      "speaker": "agent",
      "start_s": 38.9,
      "end_s": 46.5,
      "text_en": "1830 is available on MTO (Make to Order), sir. When you place an order at the plant for 400 tons, then you get it. It's not available as standard, it's very rarely available with us.",
      "text_native": "अठारह सौ तीस MTO ऑर्डर में मिलता है सर आपको। जब आप प्लांट में ऑर्डर लगाते हो ना चार सौ टन का, तब मिलता है। ऐसा स्टैंडर्ड अवेलेबल नहीं रहता, बहुत रेयरली अवेलेबल रहता है हमारे पास।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 14,
      "speaker": "customer",
      "start_s": 46.6,
      "end_s": 47.5,
      "text_en": "Okay, okay, okay, okay.",
      "text_native": "अच्छा, अच्छा, अच्छा, अच्छा।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 15,
      "speaker": "agent",
      "start_s": 47.6,
      "end_s": 54.0,
      "text_en": "Alright. If there is anything in these standard sizes, Chintan ji, I will WhatsApp you right now. Uh, if something comes up in that, you tell me, then we can talk further accordingly.",
      "text_native": "ठीक है। ये स्टैंडर्ड साइजेस में कुछ रहता है ना चिंतन जी, मैं आपको WhatsApp करता हूं अभी। अह उसमें कुछ आता है तो आप बात बताइए मुझे, फिर अपन वैसे आगे बात करते हैं।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 16,
      "speaker": "customer",
      "start_s": 54.1,
      "end_s": 55.5,
      "text_en": "What is it now, what is the rate now, sir?",
      "text_native": "क्या है अभी, अभी क्या रेट है सर?"
    },
    {
      "ucid": "21112178946247971",
      "idx": 17,
      "speaker": "agent",
      "start_s": 55.8,
      "end_s": 59.5,
      "text_en": "For Gujarat, our standard size is going for 64850, in E250.",
      "text_native": "गुजरात का अपना स्टैंडर्ड साइज का चल रहा है 64850, E250 में।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 18,
      "speaker": "customer",
      "start_s": 59.6,
      "end_s": 101.2,
      "text_en": "In E250, 64... 50?",
      "text_native": "E250 में 64... 50?"
    },
    {
      "ucid": "21112178946247971",
      "idx": 19,
      "speaker": "agent",
      "start_s": 101.3,
      "end_s": 106.5,
      "text_en": "64, 64850. It's in Kanma, in E250. From 2.5 mm up to 12 mm.",
      "text_native": "64, 64850. कनमा में है, E250 में है। 2.5 mm से लेके 12 mm तक का।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 20,
      "speaker": "customer",
      "start_s": 106.6,
      "end_s": 108.8,
      "text_en": "Okay, okay. And for 2 mm, 500 plus?",
      "text_native": "ओके, ओके। और 2 mm का 500 प्लस?"
    },
    {
      "ucid": "21112178946247971",
      "idx": 21,
      "speaker": "agent",
      "start_s": 109.0,
      "end_s": 110.2,
      "text_en": "For 2 mm, it's 750 plus.",
      "text_native": "2 mm का 750 प्लस।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 22,
      "speaker": "customer",
      "start_s": 110.3,
      "end_s": 111.8,
      "text_en": "750 plus. Okay, okay.",
      "text_native": "750 प्लस। ओके, ओके।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 23,
      "speaker": "agent",
      "start_s": 112.0,
      "end_s": 112.5,
      "text_en": "Alright sir.",
      "text_native": "ठीक है सर।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 24,
      "speaker": "customer",
      "start_s": 112.6,
      "end_s": 113.0,
      "text_en": "Alright, alright.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 25,
      "speaker": "agent",
      "start_s": 113.1,
      "end_s": 117.0,
      "text_en": "If you have any requirement, then you tell me on the number I am WhatsApping you from. I have called you from the system's number.",
      "text_native": "कुछ रहता है तो फिर आप, मैं आपको WhatsApp कर रहा हूं ना, वो नंबर पे बताइए। ये मैंने आपको सिस्टम के नंबर से फोन किया है।"
    },
    {
      "ucid": "21112178946247971",
      "idx": 26,
      "speaker": "customer",
      "start_s": 117.1,
      "end_s": 117.8,
      "text_en": "Sure, sure, sure.",
      "text_native": "Sure, sure, sure."
    },
    {
      "ucid": "21112178946247971",
      "idx": 27,
      "speaker": "agent",
      "start_s": 118.0,
      "end_s": 118.8,
      "text_en": "Okay, thank you.",
      "text_native": "चलो, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178946247971",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Hello, uh Mr. Chintan Makwana from Jai Mahakali Steel? ... This is Sudeep speaking from JSW One MSME, Jindal Steel.",
      "comment": "Agent greeted, used the customer's name, and identified himself and JSW One, and the customer engaged willingly, implying permission was granted."
    },
    {
      "ucid": "21112178946247971",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not lead with a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178946247971",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions about the customer's business, monthly volume, or current suppliers, moving straight to qualification."
    },
    {
      "ucid": "21112178946247971",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was done, and consequently no relevant USPs were pitched. The agent only provided a price when asked."
    },
    {
      "ucid": "21112178946247971",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I wanted to understand if you have any live requirement for HR or HRPO?",
      "comment": "Agent successfully asked for a live requirement and correctly identified that the customer's requested width was not a standard size."
    },
    {
      "ucid": "21112178946247971",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If you have any requirement, then you tell me on the number I am WhatsApping you from.",
      "comment": "The agent did not establish a committed next step, placing the onus on the customer to re-initiate contact."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}