{
  "ucid": "21112178946704691",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 15:40:46",
  "end_time": "2026-09-15 15:43:03",
  "duration_sec": 137,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc23524e0edede4661ce393fae5817c44.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 49,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946704691__DIAc23524e0edede4661ce393fae5817c44.mp3",
  "audio_bytes": 339336,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 113.112,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello.\n[6s] CUSTOMER: Hello, am I audible?\n[8s] AGENT: Yeah.\n[8s] CUSTOMER: Yeah, please.\n[10s] AGENT: Yeah, uh, am I talking to Mr. Anish?\n[11s] CUSTOMER: Yes, Anish here.\n[12s] AGENT: Yeah, Anish, uh, my name is Jeevan. I am calling from the JSW One platform here. So, in this, a requirement, I mean an account was created in the name of Proarc Engineering Private Limited. So, I was calling to know if there is any requirement for now regarding that.   (Yeah, Anish, uh, ente peru Jeevan. Njan ivide JSW One platform-il ninnanu vilikkunne. Appo ithil Proarc Engineering Private Limited peril oru requirement, I mean account create cheythittirunnu. Appo athine kurichu ippozhathekku enthenkilum requirement undo ennariyanayirunnu.)\n[20s] CUSTOMER: Okay. What are you supplying now?   (ഓക്കേ. എന്തൊക്കെയാണ് നിങ്ങൾ ഇപ്പൊ supply ചെയ്യുന്നത്?)\n[23s] AGENT: We here, HR, CR sheet, coil, then TMT, these are the main things going. Then channel, angles, etc., depending upon the quantity.   (ഞങ്ങള് ഇവിടെ HR, CR sheet, coil, പിന്നെ TMT, ഇതൊക്കെയാണ് main ആയിട്ടും പോകുന്നത്. പിന്നെ channel, angles ഒക്കെ depending upon the quantity.)\n[29s] CUSTOMER: Channel, angle means, for me, a requirement for beam, mild beam is coming, next month.   (Channel, angle എന്ന് പറഞ്ഞാൽ എനിക്ക് beam-ഇൻ്റെ, mild beam-ഇൻ്റെ ഒരു requirement വരുന്നുണ്ട്, next month.)\n[33s] AGENT: Anish's voice is breaking a little. What, what requirement?   (അനീഷിൻ്റെ voice കുറച്ച് break ആവുന്നുണ്ട്. എന്ത്, എന്തിൻ്റെ requirement?)\n[36s] CUSTOMER: For me, beam, mild beam.   (എനിക്ക് beam, mild beam.)\n[37s] AGENT: For mild beam, MB, okay okay, ah mild beam.   (Mild beam-ഇൻ്റെ, MB, ഓക്കേ ഓക്കേ, ആ mild beam.)\n[39s] CUSTOMER: Ah, there is a requirement, almost around thirty ton.   (ആ requirement ഉണ്ട്, almost ഒരു thirty ton.)\n[42s] AGENT: Okay okay. Anish, do one thing, this is Anish's WhatsApp number, right?   (ഓക്കേ ഓക്കേ. അനീഷ് ഒരു കാര്യം ചെയ്യൂ, ഇത് അനീഷിൻ്റെ WhatsApp number അല്ലേ?)\n[44s] CUSTOMER: WhatsApp number 248619.\n[46s] AGENT: Yes, yes.   (അതെ അതെ.)\n[47s] AGENT: So Anish, I'll do one thing, I will send a message to Anish on WhatsApp now with my details. If Anish has any ready, ready-to-look document for that requirement, please share it with me. I will check the availability here and accordingly share the price.   (അപ്പൊ അനീഷ് ഞാൻ ഒരു കാര്യം ചെയ്യാം, ഞാൻ എൻ്റെ details വെച്ച് അനീഷിന് ഇപ്പൊ WhatsApp-ൽ ഒരു message ഇടാം. അനീഷിൻ്റെ കയ്യിൽ ആ requirement-ൻ്റെ ready, ready to look എന്തേലും document അങ്ങനെ ഉണ്ടെങ്കിൽ അത് എനിക്ക് share ചെയ്യൂ. ഞാൻ ഇവിടെ availability-യും അത് അനുസരിച്ച് ഞാൻ price-ഉം share ചെയ്യാം.)\n[55s] CUSTOMER: Okay.   (ശരി.)\n[56s] AGENT: Is that okay?   (ഓക്കേ അല്ലേ?)\n[56s] CUSTOMER: Okay.   (ഓക്കേ.)\n[56s] AGENT: Because Anish's voice is breaking a little. That might be some network issue. Anyway, I will message on WhatsApp, okay?   (കാരണം അനീഷിൻ്റെ voice കുറച്ച് break ആവുന്നുണ്ട്. അത് ചിലപ്പോ എന്തെങ്കിലും network-ൻ്റെ issue ആയിരിക്കും. ഞാൻ എന്തായാലും WhatsApp-ൽ ഞാൻ message ചെയ്യാം ട്ടോ.)\n[1s] CUSTOMER: Okay.   (ഓക്കേ.)\n[1s] AGENT: Okay okay. Thank you Anish, thank you.   (ഓക്കേ ഓക്കേ. Thank you അനീഷ്, thank you.)\n[3s] CUSTOMER: [inaudible]",
  "language": "Malayalam",
  "languages": "[\"Malayalam\", \"English\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "noisy: The customer's audio has significant background noise and is slightly muffled, making some parts a little difficult to understand.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 turns, clean transcript (4% inaudible)",
  "band_language": "Malayalam",
  "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": 1.0,
  "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\"]",
  "pitch_coaching_note": "You identified a potential need but missed the critical step of asking discovery questions to understand the customer's business or the specifics of their requirement before moving to a next step.",
  "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": "next month",
  "agent_committed_date": null,
  "call_summary": "The agent followed up on an account creation. The customer, from an engineering company, stated a future requirement for ~30 tons of mild beam needed next month. Citing a poor phone connection, the agent did not conduct discovery and instead arranged to continue the conversation over WhatsApp to check availability and provide pricing.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, Anish, uh, my name is Jeevan. I am calling from the JSW One platform here. So, in this, a requirement, I mean an account was created... So, I was calling to know if there is any requirement for now regarding that.\", \"comment\": \"The agent identified himself and the customer but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"We here, HR, CR sheet, coil, then TMT, these are the main things going. Then channel, angles, etc., depending upon the quantity.\", \"comment\": \"The agent did not lead with a supply/price hook and instead listed product categories when asked.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions; the customer volunteered their requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I was calling to know if there is any requirement for now regarding that.\", \"comment\": \"The agent asked for a requirement but did not capture the necessary qualifying details (grade, size, location) for the stated need.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will send a message to Anish on WhatsApp now with my details... I will check the availability here and accordingly share the price.\", \"comment\": \"The agent established a clear, committed next step via WhatsApp which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You identified a potential need but missed the critical step of asking discovery questions to understand the customer's business or the specifics of their requirement before moving to a next step.\", \"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\": \"next month\", \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent followed up on an account creation. The customer, from an engineering company, stated a future requirement for ~30 tons of mild beam needed next month. Citing a poor phone connection, the agent did not conduct discovery and instead arranged to continue the conversation over WhatsApp to check availability and provide pricing.\"}",
  "error": null,
  "latency_ms": 37717,
  "input_tokens": 3563,
  "output_tokens": 801,
  "created_at": "2026-09-25 23:01:58",
  "sentiment": "positive",
  "sentiment_score": 0.408,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.647,
  "agent_talk_sec": 30.1,
  "customer_talk_sec": 16.4,
  "dead_air_sec": 90.5,
  "longest_monologue_sec": 8.0,
  "agent_wpm": 380.7,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 12,
  "discovery_qs": 5,
  "words_agent": 191,
  "words_customer": 51,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946704691",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 5.6,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178946704691",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.3,
      "end_s": 7.3,
      "text_en": "Hello, am I audible?",
      "text_native": "Hello, am I audible?"
    },
    {
      "ucid": "21112178946704691",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.8,
      "end_s": 8.1,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178946704691",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.5,
      "end_s": 9.0,
      "text_en": "Yeah, please.",
      "text_native": "Yeah, please."
    },
    {
      "ucid": "21112178946704691",
      "idx": 4,
      "speaker": "agent",
      "start_s": 9.6,
      "end_s": 10.8,
      "text_en": "Yeah, uh, am I talking to Mr. Anish?",
      "text_native": "Yeah, uh, am I talking to Mr. Anish?"
    },
    {
      "ucid": "21112178946704691",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 12.0,
      "text_en": "Yes, Anish here.",
      "text_native": "Yes, Anish here."
    },
    {
      "ucid": "21112178946704691",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.4,
      "end_s": 20.0,
      "text_en": "Yeah, Anish, uh, my name is Jeevan. I am calling from the JSW One platform here. So, in this, a requirement, I mean an account was created in the name of Proarc Engineering Private Limited. So, I was calling to know if there is any requirement for now regarding that.",
      "text_native": "Yeah, Anish, uh, ente peru Jeevan. Njan ivide JSW One platform-il ninnanu vilikkunne. Appo ithil Proarc Engineering Private Limited peril oru requirement, I mean account create cheythittirunnu. Appo athine kurichu ippozhathekku enthenkilum requirement undo ennariyanayirunnu."
    },
    {
      "ucid": "21112178946704691",
      "idx": 7,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 22.8,
      "text_en": "Okay. What are you supplying now?",
      "text_native": "ഓക്കേ. എന്തൊക്കെയാണ് നിങ്ങൾ ഇപ്പൊ supply ചെയ്യുന്നത്?"
    },
    {
      "ucid": "21112178946704691",
      "idx": 8,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 28.2,
      "text_en": "We here, HR, CR sheet, coil, then TMT, these are the main things going. Then channel, angles, etc., depending upon the quantity.",
      "text_native": "ഞങ്ങള് ഇവിടെ HR, CR sheet, coil, പിന്നെ TMT, ഇതൊക്കെയാണ് main ആയിട്ടും പോകുന്നത്. പിന്നെ channel, angles ഒക്കെ depending upon the quantity."
    },
    {
      "ucid": "21112178946704691",
      "idx": 9,
      "speaker": "customer",
      "start_s": 28.8,
      "end_s": 32.5,
      "text_en": "Channel, angle means, for me, a requirement for beam, mild beam is coming, next month.",
      "text_native": "Channel, angle എന്ന് പറഞ്ഞാൽ എനിക്ക് beam-ഇൻ്റെ, mild beam-ഇൻ്റെ ഒരു requirement വരുന്നുണ്ട്, next month."
    },
    {
      "ucid": "21112178946704691",
      "idx": 10,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 35.0,
      "text_en": "Anish's voice is breaking a little. What, what requirement?",
      "text_native": "അനീഷിൻ്റെ voice കുറച്ച് break ആവുന്നുണ്ട്. എന്ത്, എന്തിൻ്റെ requirement?"
    },
    {
      "ucid": "21112178946704691",
      "idx": 11,
      "speaker": "customer",
      "start_s": 35.6,
      "end_s": 36.8,
      "text_en": "For me, beam, mild beam.",
      "text_native": "എനിക്ക് beam, mild beam."
    },
    {
      "ucid": "21112178946704691",
      "idx": 12,
      "speaker": "agent",
      "start_s": 37.2,
      "end_s": 38.7,
      "text_en": "For mild beam, MB, okay okay, ah mild beam.",
      "text_native": "Mild beam-ഇൻ്റെ, MB, ഓക്കേ ഓക്കേ, ആ mild beam."
    },
    {
      "ucid": "21112178946704691",
      "idx": 13,
      "speaker": "customer",
      "start_s": 39.0,
      "end_s": 41.6,
      "text_en": "Ah, there is a requirement, almost around thirty ton.",
      "text_native": "ആ requirement ഉണ്ട്, almost ഒരു thirty ton."
    },
    {
      "ucid": "21112178946704691",
      "idx": 14,
      "speaker": "agent",
      "start_s": 41.9,
      "end_s": 44.0,
      "text_en": "Okay okay. Anish, do one thing, this is Anish's WhatsApp number, right?",
      "text_native": "ഓക്കേ ഓക്കേ. അനീഷ് ഒരു കാര്യം ചെയ്യൂ, ഇത് അനീഷിൻ്റെ WhatsApp number അല്ലേ?"
    },
    {
      "ucid": "21112178946704691",
      "idx": 15,
      "speaker": "customer",
      "start_s": 44.0,
      "end_s": 45.8,
      "text_en": "WhatsApp number 248619.",
      "text_native": "WhatsApp number 248619."
    },
    {
      "ucid": "21112178946704691",
      "idx": 16,
      "speaker": "agent",
      "start_s": 46.1,
      "end_s": 46.6,
      "text_en": "Yes, yes.",
      "text_native": "അതെ അതെ."
    },
    {
      "ucid": "21112178946704691",
      "idx": 17,
      "speaker": "agent",
      "start_s": 47.0,
      "end_s": 54.5,
      "text_en": "So Anish, I'll do one thing, I will send a message to Anish on WhatsApp now with my details. If Anish has any ready, ready-to-look document for that requirement, please share it with me. I will check the availability here and accordingly share the price.",
      "text_native": "അപ്പൊ അനീഷ് ഞാൻ ഒരു കാര്യം ചെയ്യാം, ഞാൻ എൻ്റെ details വെച്ച് അനീഷിന് ഇപ്പൊ WhatsApp-ൽ ഒരു message ഇടാം. അനീഷിൻ്റെ കയ്യിൽ ആ requirement-ൻ്റെ ready, ready to look എന്തേലും document അങ്ങനെ ഉണ്ടെങ്കിൽ അത് എനിക്ക് share ചെയ്യൂ. ഞാൻ ഇവിടെ availability-യും അത് അനുസരിച്ച് ഞാൻ price-ഉം share ചെയ്യാം."
    },
    {
      "ucid": "21112178946704691",
      "idx": 18,
      "speaker": "customer",
      "start_s": 54.8,
      "end_s": 55.2,
      "text_en": "Okay.",
      "text_native": "ശരി."
    },
    {
      "ucid": "21112178946704691",
      "idx": 19,
      "speaker": "agent",
      "start_s": 55.6,
      "end_s": 56.1,
      "text_en": "Is that okay?",
      "text_native": "ഓക്കേ അല്ലേ?"
    },
    {
      "ucid": "21112178946704691",
      "idx": 20,
      "speaker": "customer",
      "start_s": 56.1,
      "end_s": 56.4,
      "text_en": "Okay.",
      "text_native": "ഓക്കേ."
    },
    {
      "ucid": "21112178946704691",
      "idx": 21,
      "speaker": "agent",
      "start_s": 56.4,
      "end_s": 1.1,
      "text_en": "Because Anish's voice is breaking a little. That might be some network issue. Anyway, I will message on WhatsApp, okay?",
      "text_native": "കാരണം അനീഷിൻ്റെ voice കുറച്ച് break ആവുന്നുണ്ട്. അത് ചിലപ്പോ എന്തെങ്കിലും network-ൻ്റെ issue ആയിരിക്കും. ഞാൻ എന്തായാലും WhatsApp-ൽ ഞാൻ message ചെയ്യാം ട്ടോ."
    },
    {
      "ucid": "21112178946704691",
      "idx": 22,
      "speaker": "customer",
      "start_s": 1.1,
      "end_s": 1.4,
      "text_en": "Okay.",
      "text_native": "ഓക്കേ."
    },
    {
      "ucid": "21112178946704691",
      "idx": 23,
      "speaker": "agent",
      "start_s": 1.4,
      "end_s": 2.9,
      "text_en": "Okay okay. Thank you Anish, thank you.",
      "text_native": "ഓക്കേ ഓക്കേ. Thank you അനീഷ്, thank you."
    },
    {
      "ucid": "21112178946704691",
      "idx": 24,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 4.0,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178946704691",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, Anish, uh, my name is Jeevan. I am calling from the JSW One platform here. So, in this, a requirement, I mean an account was created... So, I was calling to know if there is any requirement for now regarding that.",
      "comment": "The agent identified himself and the customer but did not ask for permission to speak."
    },
    {
      "ucid": "21112178946704691",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "We here, HR, CR sheet, coil, then TMT, these are the main things going. Then channel, angles, etc., depending upon the quantity.",
      "comment": "The agent did not lead with a supply/price hook and instead listed product categories when asked."
    },
    {
      "ucid": "21112178946704691",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions; the customer volunteered their requirement."
    },
    {
      "ucid": "21112178946704691",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any USPs."
    },
    {
      "ucid": "21112178946704691",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I was calling to know if there is any requirement for now regarding that.",
      "comment": "The agent asked for a requirement but did not capture the necessary qualifying details (grade, size, location) for the stated need."
    },
    {
      "ucid": "21112178946704691",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will send a message to Anish on WhatsApp now with my details... I will check the availability here and accordingly share the price.",
      "comment": "The agent established a clear, committed next step via WhatsApp which the customer agreed to."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}