{
  "ucid": "21112178946416132",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 14:52:41",
  "end_time": "2026-09-15 14:54:21",
  "duration_sec": 100,
  "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/DIAb32081ce365f94d7aa2cbdb04f16e09f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 71,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946416132__DIAb32081ce365f94d7aa2cbdb04f16e09f.mp3",
  "audio_bytes": 171072,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 57.024,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: [crosstalk]\n[2s] CUSTOMER: Hello.   (હલો)\n[3s] AGENT: Hello.   (હલો)\n[4s] CUSTOMER: Speak.   (બોલો)\n[5s] CUSTOMER: Universal Industry?   (યુનિવર્સલ ઇન્ડસ્ટ્રી?)\n[6s] AGENT: Yes.   (હા)\n[7s] AGENT: Sir, I am calling from JSW One.   (સરજી JSW One થી વાત કરું છું.)\n[8s] CUSTOMER: Yes, speak.   (હા બોલો)\n[9s] AGENT: Sir, we received an account registration on our portal for Morbi, for the Morbi location.   (સર, આપણે એકાઉન્ટ રજીસ્ટ્રેશન આવેલું આપણા પોર્ટલ ઉપર મોરબી માટે, મોરબી લોકેશન માટે.)\n[12s] CUSTOMER: Yes, yes.   (હા હા)\n[13s] AGENT: I needed a little understanding, sir. Are we in manufacturing or what is our mode of business?   (મને થોડું અંડરસ્ટેન્ડિંગ જોતું તું સાહેબ, આપણે મેન્યુફેક્ચરિંગમાં છે કે વોટ ઇસ ધ મોડ ઓફ બિઝનેસ આપણો?)\n[17s] CUSTOMER: Manufacturing.   (મેન્યુફેક્ચરિંગ)\n[18s] AGENT: Okay, and what do we manufacture, I mean?   (ઓકે, અને આપણે શું મેન્યુફેક્ચર કરીએ મતલબ?)\n[20s] CUSTOMER: Right now, we are manufacturing brass.   (અત્યારે તો આપણે બ્રાસ મેન્યુફેક્ચરિંગ કરી છીએ.)\n[22s] AGENT: I see.   (અચ્છા.)\n[22s] CUSTOMER: Brass parts.   (બ્રાસ પાર્ટ.)\n[23s] AGENT: Hmm.   (હમ.)\n[23s] CUSTOMER: But I had put an inquiry for SS, but it doesn't show our SS in JSW.   (પણ એસએસ માટે મેં ઇન્ક્વાયરી નાખી તી, પણ આપણું એસએસ એમાં બતાવતા નથી JSW માં.)\n[26s] AGENT: Actually sir, the problem is that SS, we have stopped selling it online.   (એક્ચ્યુલી સાહેબ શું છે એને પ્રોબ્લેમ કે એસએસ જે છે ને અમે લોકોએ ઓનલાઇન બંધ કરી દીધું છે સેલ કરવાનું.)\n[30s] CUSTOMER: Yes, yes.   (હા હા)\n[30s] AGENT: You will have to do it from our offline distribution channel in Ahmedabad.   (એ તમને જે અમારો ઓફલાઇન ડિસ્ટ્રીબ્યુશન ચેનલ છે ને અમદાવાદમાં, ત્યાંથી જ કરવું પડશે અમારે.)\n[34s] CUSTOMER: Yes, yes, okay. Yes, then I will contact from here in Rajkot, sir, our JSW one.   (હા હા, ઓકે. હા તો પછી અહિયાં રાજકોટથી કોન્ટેક્ટ કરી લઈ તો સાહેબ, આપણા JSW નો.)\n[37s] AGENT: Done, done. No problem.   (ડન ડન. કઈ વાંધો નહિ.)\n[38s] CUSTOMER: Yes.   (હા.)\n[39s] CUSTOMER: Okay, okay, okay.   (ઓકે ઓકે ઓકે.)\n[40s] AGENT: Okay.   (ઓકે.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise and crosstalk at the beginning, but it doesn't significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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": 1.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 handled this difficult call well by correctly identifying the product mismatch and helpfully redirecting the customer. To improve, try to complete all four basic profile questions (NR2) before moving to deeper discovery.",
  "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": 1,
  "material_detected": "Stainless Steel (SS)",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "out_of_stock",
  "supply_details": "Agent stated Stainless Steel (SS) is no longer sold on the online platform.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer, registered to inquire about Stainless Steel (SS). The agent correctly identified that SS is no longer sold on the JSW One online platform and directed the customer to the offline distribution channel, which the customer accepted.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am calling from JSW One. Sir, we received an account registration on our portal for Morbi, for the Morbi location.\", \"comment\": \"The agent opened the call by referencing the customer's recent registration, which is a helpful, non-aggressive approach.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Universal Industry? ... for the Morbi location.\", \"comment\": \"The agent confirmed the company name and location but did not ask about procurement involvement or contact details before the call pivoted.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Are we in manufacturing or what is our mode of business? ... and what do we manufacture, I mean?\", \"comment\": \"The agent started discovery correctly, but the conversation was cut short after the customer revealed they only need a product not sold on the platform.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Platform benefits were not discussed as the customer's required product (SS) is not sold on the platform, making a USP pitch irrelevant.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer's only requirement was for a product not sold online, so no opportunity could be identified or pursued for this channel.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended by helpfully directing the customer to an offline channel, which is not one of the three specified successful closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You handled this difficult call well by correctly identifying the product mismatch and helpfully redirecting the customer. To improve, try to complete all four basic profile questions (NR2) before moving to deeper discovery.\", \"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\": true, \"material_detected\": \"Stainless Steel (SS)\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"out_of_stock\", \"supply_details\": \"Agent stated Stainless Steel (SS) is no longer sold on the online platform.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a manufacturer, registered to inquire about Stainless Steel (SS). The agent correctly identified that SS is no longer sold on the JSW One online platform and directed the customer to the offline distribution channel, which the customer accepted.\"}",
  "error": null,
  "latency_ms": 37027,
  "input_tokens": 3409,
  "output_tokens": 802,
  "created_at": "2026-09-25 10:48:00",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.571,
  "agent_talk_sec": 18.4,
  "customer_talk_sec": 13.8,
  "dead_air_sec": 67.8,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 270.7,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 13,
  "discovery_qs": 2,
  "words_agent": 83,
  "words_customer": 55,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946416132",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.0,
      "end_s": 2.11,
      "text_en": "[crosstalk]",
      "text_native": "[crosstalk]"
    },
    {
      "ucid": "21112178946416132",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.11,
      "end_s": 2.61,
      "text_en": "Hello.",
      "text_native": "હલો"
    },
    {
      "ucid": "21112178946416132",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 3.4,
      "text_en": "Hello.",
      "text_native": "હલો"
    },
    {
      "ucid": "21112178946416132",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 4.6,
      "text_en": "Speak.",
      "text_native": "બોલો"
    },
    {
      "ucid": "21112178946416132",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 5.9,
      "text_en": "Universal Industry?",
      "text_native": "યુનિવર્સલ ઇન્ડસ્ટ્રી?"
    },
    {
      "ucid": "21112178946416132",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 6.2,
      "text_en": "Yes.",
      "text_native": "હા"
    },
    {
      "ucid": "21112178946416132",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 8.1,
      "text_en": "Sir, I am calling from JSW One.",
      "text_native": "સરજી JSW One થી વાત કરું છું."
    },
    {
      "ucid": "21112178946416132",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.4,
      "end_s": 9.0,
      "text_en": "Yes, speak.",
      "text_native": "હા બોલો"
    },
    {
      "ucid": "21112178946416132",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 12.4,
      "text_en": "Sir, we received an account registration on our portal for Morbi, for the Morbi location.",
      "text_native": "સર, આપણે એકાઉન્ટ રજીસ્ટ્રેશન આવેલું આપણા પોર્ટલ ઉપર મોરબી માટે, મોરબી લોકેશન માટે."
    },
    {
      "ucid": "21112178946416132",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 12.9,
      "text_en": "Yes, yes.",
      "text_native": "હા હા"
    },
    {
      "ucid": "21112178946416132",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.0,
      "end_s": 16.2,
      "text_en": "I needed a little understanding, sir. Are we in manufacturing or what is our mode of business?",
      "text_native": "મને થોડું અંડરસ્ટેન્ડિંગ જોતું તું સાહેબ, આપણે મેન્યુફેક્ચરિંગમાં છે કે વોટ ઇસ ધ મોડ ઓફ બિઝનેસ આપણો?"
    },
    {
      "ucid": "21112178946416132",
      "idx": 11,
      "speaker": "customer",
      "start_s": 16.6,
      "end_s": 17.5,
      "text_en": "Manufacturing.",
      "text_native": "મેન્યુફેક્ચરિંગ"
    },
    {
      "ucid": "21112178946416132",
      "idx": 12,
      "speaker": "agent",
      "start_s": 17.7,
      "end_s": 19.2,
      "text_en": "Okay, and what do we manufacture, I mean?",
      "text_native": "ઓકે, અને આપણે શું મેન્યુફેક્ચર કરીએ મતલબ?"
    },
    {
      "ucid": "21112178946416132",
      "idx": 13,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 21.3,
      "text_en": "Right now, we are manufacturing brass.",
      "text_native": "અત્યારે તો આપણે બ્રાસ મેન્યુફેક્ચરિંગ કરી છીએ."
    },
    {
      "ucid": "21112178946416132",
      "idx": 14,
      "speaker": "agent",
      "start_s": 21.5,
      "end_s": 21.9,
      "text_en": "I see.",
      "text_native": "અચ્છા."
    },
    {
      "ucid": "21112178946416132",
      "idx": 15,
      "speaker": "customer",
      "start_s": 22.0,
      "end_s": 22.6,
      "text_en": "Brass parts.",
      "text_native": "બ્રાસ પાર્ટ."
    },
    {
      "ucid": "21112178946416132",
      "idx": 16,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 23.0,
      "text_en": "Hmm.",
      "text_native": "હમ."
    },
    {
      "ucid": "21112178946416132",
      "idx": 17,
      "speaker": "customer",
      "start_s": 23.4,
      "end_s": 26.3,
      "text_en": "But I had put an inquiry for SS, but it doesn't show our SS in JSW.",
      "text_native": "પણ એસએસ માટે મેં ઇન્ક્વાયરી નાખી તી, પણ આપણું એસએસ એમાં બતાવતા નથી JSW માં."
    },
    {
      "ucid": "21112178946416132",
      "idx": 18,
      "speaker": "agent",
      "start_s": 26.4,
      "end_s": 29.8,
      "text_en": "Actually sir, the problem is that SS, we have stopped selling it online.",
      "text_native": "એક્ચ્યુલી સાહેબ શું છે એને પ્રોબ્લેમ કે એસએસ જે છે ને અમે લોકોએ ઓનલાઇન બંધ કરી દીધું છે સેલ કરવાનું."
    },
    {
      "ucid": "21112178946416132",
      "idx": 19,
      "speaker": "customer",
      "start_s": 29.9,
      "end_s": 30.3,
      "text_en": "Yes, yes.",
      "text_native": "હા હા"
    },
    {
      "ucid": "21112178946416132",
      "idx": 20,
      "speaker": "agent",
      "start_s": 30.4,
      "end_s": 33.6,
      "text_en": "You will have to do it from our offline distribution channel in Ahmedabad.",
      "text_native": "એ તમને જે અમારો ઓફલાઇન ડિસ્ટ્રીબ્યુશન ચેનલ છે ને અમદાવાદમાં, ત્યાંથી જ કરવું પડશે અમારે."
    },
    {
      "ucid": "21112178946416132",
      "idx": 21,
      "speaker": "customer",
      "start_s": 33.9,
      "end_s": 36.9,
      "text_en": "Yes, yes, okay. Yes, then I will contact from here in Rajkot, sir, our JSW one.",
      "text_native": "હા હા, ઓકે. હા તો પછી અહિયાં રાજકોટથી કોન્ટેક્ટ કરી લઈ તો સાહેબ, આપણા JSW નો."
    },
    {
      "ucid": "21112178946416132",
      "idx": 22,
      "speaker": "agent",
      "start_s": 37.1,
      "end_s": 38.1,
      "text_en": "Done, done. No problem.",
      "text_native": "ડન ડન. કઈ વાંધો નહિ."
    },
    {
      "ucid": "21112178946416132",
      "idx": 23,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 38.4,
      "text_en": "Yes.",
      "text_native": "હા."
    },
    {
      "ucid": "21112178946416132",
      "idx": 24,
      "speaker": "customer",
      "start_s": 39.0,
      "end_s": 40.0,
      "text_en": "Okay, okay, okay.",
      "text_native": "ઓકે ઓકે ઓકે."
    },
    {
      "ucid": "21112178946416132",
      "idx": 25,
      "speaker": "agent",
      "start_s": 40.1,
      "end_s": 40.4,
      "text_en": "Okay.",
      "text_native": "ઓકે."
    }
  ],
  "steps": [
    {
      "ucid": "21112178946416132",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, I am calling from JSW One. Sir, we received an account registration on our portal for Morbi, for the Morbi location.",
      "comment": "The agent opened the call by referencing the customer's recent registration, which is a helpful, non-aggressive approach."
    },
    {
      "ucid": "21112178946416132",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "Universal Industry? ... for the Morbi location.",
      "comment": "The agent confirmed the company name and location but did not ask about procurement involvement or contact details before the call pivoted."
    },
    {
      "ucid": "21112178946416132",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "Are we in manufacturing or what is our mode of business? ... and what do we manufacture, I mean?",
      "comment": "The agent started discovery correctly, but the conversation was cut short after the customer revealed they only need a product not sold on the platform."
    },
    {
      "ucid": "21112178946416132",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Platform benefits were not discussed as the customer's required product (SS) is not sold on the platform, making a USP pitch irrelevant."
    },
    {
      "ucid": "21112178946416132",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer's only requirement was for a product not sold online, so no opportunity could be identified or pursued for this channel."
    },
    {
      "ucid": "21112178946416132",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended by helpfully directing the customer to an offline channel, which is not one of the three specified successful closure outcomes."
    }
  ],
  "objections": [],
  "missed_steps": [
    "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": []
}