{
  "ucid": "21112178946538361",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 15:13:03",
  "end_time": "2026-09-15 15:14:39",
  "duration_sec": 96,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd76e9670edecbe1de583763665aa0476.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 60,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946538361__DIAd76e9670edecbe1de583763665aa0476.mp3",
  "audio_bytes": 229392,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 76.464,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[1s] AGENT: Hello.   (हॅलो.)\n[2s] CUSTOMER: Yes.   (हां.)\n[3s] AGENT: Yes, am I speaking with Maltesh Niranjan ji?   (हां, मल्तेश निरंजन जी बात कर रहे क्या?)\n[5s] CUSTOMER: Yes.   (हां जी.)\n[5s] AGENT: Yes, hello. This is Rohit calling from JSW One, from Mumbai.   (जी नमस्ते, रोहित बात कर रहा था JSW One से, from Mumbai.)\n[8s] CUSTOMER: Yes, from where?   (हां, कहां से?)\n[9s] AGENT: From JSW One.   (JSW One से.)\n[10s] CUSTOMER: Yes, tell me.   (हां, बोलिए.)\n[11s] AGENT: I got your number from Chetan ji and his your Chetan Jette. Maybe you were in touch with him before and your company, Sri Sai Agro Equipments, is registered on our platform.   (आपका नंबर चेतन जी से मिला मुझे and उनका आपकी चेतन जट्टे। Maybe आप पहले टच में होंगे उनसे and श्री साई ऍग्रो इक्विपमेंट्स करके आपकी कंपनी हमारे प्लॅटफॉर्म पे रजिस्टर्ड है।)\n[18s] CUSTOMER: Okay.\n[19s] AGENT: So we haven't had any, I mean, we haven't started anything before, this was just a follow-up call. Do you have any requirement right now in HR?   (तो हमारी पहले भी एक भी मतलब कोई भी स्टार्ट नहीं है, बस एक फॉलो-अप कॉल किया था। कुछ रिक्वायरमेंट है क्या अभी HR में?)\n[24s] CUSTOMER: The requirement is there every month. Tell someone to come and meet, please. Tell them to talk to our purchase department and all.   (रिक्वायरमेंट तो हर महीना रहता है। किसी को आके मिलने के लिए बोलो ना थोड़ा। हमारे परचेस डिपार्टमेंट से वगेरा बात करने के लिए बोलिए।)\n[30s] AGENT: Okay. Sir, your location, I mean, where is it?   (अच्छा। सर आपका लोकेशन मतलब कहां पे है?)\n[31s] CUSTOMER: Whenever I get your call regularly, I say the same thing, tell someone to come and meet. They say they will come and meet, but no one comes.   (मैंने आपका रेगुलरली जब भी कॉल आता है, मैं एक ही बात बोलता हूं, किसी को आने के मिलने के लिए बोलो बोलो करके। वो बोलते हैं आके मिलेंगे, लेकिन कोई आता नहीं है।)\n[37s] AGENT: Okay.   (अच्छा।)\n[37s] CUSTOMER: Sir, where is your office?   (सर आपका ऑफिस किधर है?)\n[39s] AGENT: Hubli, Karnataka.   (हुबली, कर्नाटक।)\n[40s] CUSTOMER: In Karnataka, right? Okay, okay.   (कर्नाटका में ना? Okay, okay.)\n[42s] AGENT: Like that, sir, what will be your monthly consumption?   (ऐसे सर मंथली कितना रहेगा कंसम्पशन आपका?)\n[44s] CUSTOMER: Sir, come here, you will get all the details.   (सर इधर आइए, सभी डिटेल्स आपको मिल जाएगा।)\n[46s] AGENT: Alright, alright. Okay.   (ठीक है, ठीक है। Okay.)\n[48s] AGENT: From JSW One.   (JSW One से।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: The final utterance is very faint and slightly cut off, making speaker attribution somewhat uncertain.",
  "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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 insists on a field visit due to past service failures, acknowledge their frustration and focus on arranging that visit rather than pushing for discovery on the call.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead from an agro-equipment manufacturer. The customer confirmed a recurring monthly requirement for HR but immediately insisted on an in-person meeting, expressing frustration that previous requests for a visit were ignored. The agent attempted one discovery question but was rebuffed, and the call ended without capturing any details or committing to a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, hello. This is Rohit calling from JSW One, from Mumbai.\", \"comment\": \"Agent greeted, identified self and company, and used the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook or reason to talk, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Like that, sir, what will be your monthly consumption?\", \"comment\": \"Agent only asked one of the six required discovery questions before being shut down by the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was completed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement right now in HR?\", \"comment\": \"Agent asked if a requirement exists but failed to capture any specific details like grade, size, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a committed next step; the agent just said 'Okay' to the customer's request.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer insists on a field visit due to past service failures, acknowledge their frustration and focus on arranging that visit rather than pushing for discovery on the call.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead from an agro-equipment manufacturer. The customer confirmed a recurring monthly requirement for HR but immediately insisted on an in-person meeting, expressing frustration that previous requests for a visit were ignored. The agent attempted one discovery question but was rebuffed, and the call ended without capturing any details or committing to a clear next step.\"}",
  "error": null,
  "latency_ms": 27238,
  "input_tokens": 3318,
  "output_tokens": 721,
  "created_at": "2026-09-25 10:47:08",
  "sentiment": "positive",
  "sentiment_score": 0.257,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.57,
  "agent_talk_sec": 22.9,
  "customer_talk_sec": 17.3,
  "dead_air_sec": 55.8,
  "longest_monologue_sec": 6.8,
  "agent_wpm": 288.2,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 11,
  "discovery_qs": 4,
  "words_agent": 110,
  "words_customer": 80,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946538361",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.63,
      "end_s": 1.0,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178946538361",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.3,
      "end_s": 1.64,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178946538361",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.04,
      "end_s": 2.28,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178946538361",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 4.44,
      "text_en": "Yes, am I speaking with Maltesh Niranjan ji?",
      "text_native": "हां, मल्तेश निरंजन जी बात कर रहे क्या?"
    },
    {
      "ucid": "21112178946538361",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.72,
      "end_s": 5.06,
      "text_en": "Yes.",
      "text_native": "हां जी."
    },
    {
      "ucid": "21112178946538361",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.36,
      "end_s": 7.84,
      "text_en": "Yes, hello. This is Rohit calling from JSW One, from Mumbai.",
      "text_native": "जी नमस्ते, रोहित बात कर रहा था JSW One से, from Mumbai."
    },
    {
      "ucid": "21112178946538361",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.34,
      "end_s": 8.94,
      "text_en": "Yes, from where?",
      "text_native": "हां, कहां से?"
    },
    {
      "ucid": "21112178946538361",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.24,
      "end_s": 9.84,
      "text_en": "From JSW One.",
      "text_native": "JSW One से."
    },
    {
      "ucid": "21112178946538361",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.24,
      "end_s": 10.64,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलिए."
    },
    {
      "ucid": "21112178946538361",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.04,
      "end_s": 17.84,
      "text_en": "I got your number from Chetan ji and his your Chetan Jette. Maybe you were in touch with him before and your company, Sri Sai Agro Equipments, is registered on our platform.",
      "text_native": "आपका नंबर चेतन जी से मिला मुझे and उनका आपकी चेतन जट्टे। Maybe आप पहले टच में होंगे उनसे and श्री साई ऍग्रो इक्विपमेंट्स करके आपकी कंपनी हमारे प्लॅटफॉर्म पे रजिस्टर्ड है।"
    },
    {
      "ucid": "21112178946538361",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.24,
      "end_s": 18.54,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178946538361",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.04,
      "end_s": 23.04,
      "text_en": "So we haven't had any, I mean, we haven't started anything before, this was just a follow-up call. Do you have any requirement right now in HR?",
      "text_native": "तो हमारी पहले भी एक भी मतलब कोई भी स्टार्ट नहीं है, बस एक फॉलो-अप कॉल किया था। कुछ रिक्वायरमेंट है क्या अभी HR में?"
    },
    {
      "ucid": "21112178946538361",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.84,
      "end_s": 28.84,
      "text_en": "The requirement is there every month. Tell someone to come and meet, please. Tell them to talk to our purchase department and all.",
      "text_native": "रिक्वायरमेंट तो हर महीना रहता है। किसी को आके मिलने के लिए बोलो ना थोड़ा। हमारे परचेस डिपार्टमेंट से वगेरा बात करने के लिए बोलिए।"
    },
    {
      "ucid": "21112178946538361",
      "idx": 13,
      "speaker": "agent",
      "start_s": 29.54,
      "end_s": 31.24,
      "text_en": "Okay. Sir, your location, I mean, where is it?",
      "text_native": "अच्छा। सर आपका लोकेशन मतलब कहां पे है?"
    },
    {
      "ucid": "21112178946538361",
      "idx": 14,
      "speaker": "customer",
      "start_s": 31.24,
      "end_s": 37.04,
      "text_en": "Whenever I get your call regularly, I say the same thing, tell someone to come and meet. They say they will come and meet, but no one comes.",
      "text_native": "मैंने आपका रेगुलरली जब भी कॉल आता है, मैं एक ही बात बोलता हूं, किसी को आने के मिलने के लिए बोलो बोलो करके। वो बोलते हैं आके मिलेंगे, लेकिन कोई आता नहीं है।"
    },
    {
      "ucid": "21112178946538361",
      "idx": 15,
      "speaker": "agent",
      "start_s": 37.04,
      "end_s": 37.34,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178946538361",
      "idx": 16,
      "speaker": "customer",
      "start_s": 37.34,
      "end_s": 38.34,
      "text_en": "Sir, where is your office?",
      "text_native": "सर आपका ऑफिस किधर है?"
    },
    {
      "ucid": "21112178946538361",
      "idx": 17,
      "speaker": "agent",
      "start_s": 38.64,
      "end_s": 39.64,
      "text_en": "Hubli, Karnataka.",
      "text_native": "हुबली, कर्नाटक।"
    },
    {
      "ucid": "21112178946538361",
      "idx": 18,
      "speaker": "customer",
      "start_s": 39.64,
      "end_s": 41.04,
      "text_en": "In Karnataka, right? Okay, okay.",
      "text_native": "कर्नाटका में ना? Okay, okay."
    },
    {
      "ucid": "21112178946538361",
      "idx": 19,
      "speaker": "agent",
      "start_s": 41.84,
      "end_s": 43.64,
      "text_en": "Like that, sir, what will be your monthly consumption?",
      "text_native": "ऐसे सर मंथली कितना रहेगा कंसम्पशन आपका?"
    },
    {
      "ucid": "21112178946538361",
      "idx": 20,
      "speaker": "customer",
      "start_s": 44.04,
      "end_s": 45.84,
      "text_en": "Sir, come here, you will get all the details.",
      "text_native": "सर इधर आइए, सभी डिटेल्स आपको मिल जाएगा।"
    },
    {
      "ucid": "21112178946538361",
      "idx": 21,
      "speaker": "agent",
      "start_s": 46.34,
      "end_s": 47.24,
      "text_en": "Alright, alright. Okay.",
      "text_native": "ठीक है, ठीक है। Okay."
    },
    {
      "ucid": "21112178946538361",
      "idx": 22,
      "speaker": "agent",
      "start_s": 47.64,
      "end_s": 48.84,
      "text_en": "From JSW One.",
      "text_native": "JSW One से।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178946538361",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Yes, hello. This is Rohit calling from JSW One, from Mumbai.",
      "comment": "Agent greeted, identified self and company, and used the customer's name."
    },
    {
      "ucid": "21112178946538361",
      "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 provide a hook or reason to talk, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178946538361",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Like that, sir, what will be your monthly consumption?",
      "comment": "Agent only asked one of the six required discovery questions before being shut down by the customer."
    },
    {
      "ucid": "21112178946538361",
      "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 completed, and no USPs were pitched."
    },
    {
      "ucid": "21112178946538361",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement right now in HR?",
      "comment": "Agent asked if a requirement exists but failed to capture any specific details like grade, size, or quantity."
    },
    {
      "ucid": "21112178946538361",
      "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 without a committed next step; the agent just said 'Okay' to the customer's request."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}