{
  "ucid": "21112178946934661",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 16:19:06",
  "end_time": "2026-09-15 16:20:39",
  "duration_sec": 93,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Send_Email",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA957b416ef2b188980db44bcd4a9516cd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 38,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178946934661__DIA957b416ef2b188980db44bcd4a9516cd.mp3",
  "audio_bytes": 216648,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 72.216,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello, Electrotherm India Limited?\n[4s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[5s] AGENT: Sir, this is Anupriti speaking from JSW One.   (सर, अनुप्रिती बात कर रही हूं JSW One से।)\n[6s] CUSTOMER: Speak, ma'am.   (बोलो मैम।)\n[7s] AGENT: I wanted to know about any requirement for HR sheet, sir.   (कोई requirement जानना था सर HR sheet में।)\n[9s] CUSTOMER: There is a requirement.   (है requirement तो है।)\n[10s] CUSTOMER: But from your side, the person keeps changing every time.   (आपके वहां से लेकिन हर बार कोई change होता रहता है person.)\n[13s] AGENT: No no sir, they don't change.   (नहीं नहीं सर, change नहीं होते।)\n[14s] CUSTOMER: We don't even know whom to send it to.   (किनको भेजे वही नहीं पता चलता है हमको तो।)\n[16s] AGENT: Sir, your delivery location is Gujarat, right? Please give me the details as well.   (ये सर आपका delivery location Gujarat ही है ना? मुझे भी दीजिए ना details.)\n[19s] CUSTOMER: No, every time... with you, this is the first time I'm talking. Before this also, I have spoken to different people many times. So it's not clear who particularly handles it.   (नहीं हर बार आपका अभी सब पहली बार बात हुई है। उनसे पहले भी काफी टाइम अलग-अलग person से बात होती है। तो particular कौन देखता है वही clear नहीं हो रहा है।)\n[26s] AGENT: No sir, we are the ones who handle it. That must have been... that other department also   (नहीं सर, हम ही देखते हैं। वो हुआ रहेगा वो दूसरा department भी)\n[29s] CUSTOMER: Okay. You mail it to me, I will reply to you.   (ठीक है। आप मेरेको मेरेको mail कर दीजिए, मैं reply कर दूंगा आपको।)\n[32s] AGENT: Okay. This is your mail ID, right, Tejas dot   (ठीक है। ये आपका mail ID है ना, Tejas dot)\n[34s] CUSTOMER: Yes.   (हां।)\n[35s] AGENT: Okay, okay. Okay sir.   (Okay, okay. ठीक है सर।)\n[37s] CUSTOMER: And you, hello?   (और आप, hello?)\n[38s] AGENT: Yes sir, tell me.   (हां सर, बोलिए।)\n[39s] CUSTOMER: Will you do the manufacturing and give it, or will you do trading?   (आप manufacturing करके दोगे या फिर आप trading करोगे?)\n[41s] AGENT: No sir, we have our own manufacturing. The material comes directly from JSW.   (नहीं सर, अपना manufacturing ही है। Directly JSW से material आता है।)\n[44s] CUSTOMER: Okay, okay, okay. Yes.   (ठीक है, ठीक है, ठीक है। हां।)\n[46s] AGENT: Okay. That will work, sir.   (Okay. चलेगा सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present but doesn't affect transcription.",
  "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": 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": "When a customer raises a process objection, first acknowledge their frustration and take ownership as their single point of contact before attempting to control the call and proceed with discovery.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a manufacturing customer who confirmed an existing requirement for HR sheet. The customer immediately objected due to experiencing inconsistent contacts from JSW One in the past. The agent failed to handle this objection, did not perform any discovery, and the call ended with the agent agreeing to the customer's request to send an email.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but failed to ask for permission to speak before proceeding.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a value proposition or hook, instead asking directly for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, volume, or current procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were proactively pitched; a single point was made only in response to a direct customer question.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent confirmed a requirement exists but failed to capture any specific details like grade, size, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay. This is your mail ID, right, Tejas dot\", \"comment\": \"Agent agreed to the customer's requested next step of sending an email and confirmed the contact detail.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a process objection, first acknowledge their frustration and take ownership as their single point of contact before attempting to control the call and proceed with discovery.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"But from your side, the person keeps changing every time. We don't even know whom to send it to.\", \"response\": \"No no sir, they don't change.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"You mail it to me, I will reply to you.\", \"response\": \"Okay. This is your mail ID, right, Tejas dot\"}], \"call_summary\": \"The agent contacted a manufacturing customer who confirmed an existing requirement for HR sheet. The customer immediately objected due to experiencing inconsistent contacts from JSW One in the past. The agent failed to handle this objection, did not perform any discovery, and the call ended with the agent agreeing to the customer's request to send an email.\"}",
  "error": null,
  "latency_ms": 46373,
  "input_tokens": 3275,
  "output_tokens": 843,
  "created_at": "2026-09-25 10:45:38",
  "sentiment": "positive",
  "sentiment_score": 0.375,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 2,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.49,
  "agent_talk_sec": 19.2,
  "customer_talk_sec": 20.0,
  "dead_air_sec": 53.8,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 296.9,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 12,
  "discovery_qs": 2,
  "words_agent": 95,
  "words_customer": 91,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178946934661",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 1.88,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178946934661",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.26,
      "end_s": 3.7,
      "text_en": "Hello, Electrotherm India Limited?",
      "text_native": "Hello, Electrotherm India Limited?"
    },
    {
      "ucid": "21112178946934661",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.9,
      "end_s": 4.38,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.59,
      "end_s": 6.29,
      "text_en": "Sir, this is Anupriti speaking from JSW One.",
      "text_native": "सर, अनुप्रिती बात कर रही हूं JSW One से।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.39,
      "end_s": 7.01,
      "text_en": "Speak, ma'am.",
      "text_native": "बोलो मैम।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.16,
      "end_s": 8.9,
      "text_en": "I wanted to know about any requirement for HR sheet, sir.",
      "text_native": "कोई requirement जानना था सर HR sheet में।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.38,
      "end_s": 10.2,
      "text_en": "There is a requirement.",
      "text_native": "है requirement तो है।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 12.8,
      "text_en": "But from your side, the person keeps changing every time.",
      "text_native": "आपके वहां से लेकिन हर बार कोई change होता रहता है person."
    },
    {
      "ucid": "21112178946934661",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.08,
      "end_s": 14.2,
      "text_en": "No no sir, they don't change.",
      "text_native": "नहीं नहीं सर, change नहीं होते।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 15.9,
      "text_en": "We don't even know whom to send it to.",
      "text_native": "किनको भेजे वही नहीं पता चलता है हमको तो।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.48,
      "end_s": 18.6,
      "text_en": "Sir, your delivery location is Gujarat, right? Please give me the details as well.",
      "text_native": "ये सर आपका delivery location Gujarat ही है ना? मुझे भी दीजिए ना details."
    },
    {
      "ucid": "21112178946934661",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.1,
      "end_s": 25.5,
      "text_en": "No, every time... with you, this is the first time I'm talking. Before this also, I have spoken to different people many times. So it's not clear who particularly handles it.",
      "text_native": "नहीं हर बार आपका अभी सब पहली बार बात हुई है। उनसे पहले भी काफी टाइम अलग-अलग person से बात होती है। तो particular कौन देखता है वही clear नहीं हो रहा है।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 12,
      "speaker": "agent",
      "start_s": 25.8,
      "end_s": 28.9,
      "text_en": "No sir, we are the ones who handle it. That must have been... that other department also",
      "text_native": "नहीं सर, हम ही देखते हैं। वो हुआ रहेगा वो दूसरा department भी"
    },
    {
      "ucid": "21112178946934661",
      "idx": 13,
      "speaker": "customer",
      "start_s": 29.1,
      "end_s": 31.8,
      "text_en": "Okay. You mail it to me, I will reply to you.",
      "text_native": "ठीक है। आप मेरेको मेरेको mail कर दीजिए, मैं reply कर दूंगा आपको।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 14,
      "speaker": "agent",
      "start_s": 32.1,
      "end_s": 34.2,
      "text_en": "Okay. This is your mail ID, right, Tejas dot",
      "text_native": "ठीक है। ये आपका mail ID है ना, Tejas dot"
    },
    {
      "ucid": "21112178946934661",
      "idx": 15,
      "speaker": "customer",
      "start_s": 34.5,
      "end_s": 34.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 16,
      "speaker": "agent",
      "start_s": 35.3,
      "end_s": 36.7,
      "text_en": "Okay, okay. Okay sir.",
      "text_native": "Okay, okay. ठीक है सर।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 17,
      "speaker": "customer",
      "start_s": 37.2,
      "end_s": 37.9,
      "text_en": "And you, hello?",
      "text_native": "और आप, hello?"
    },
    {
      "ucid": "21112178946934661",
      "idx": 18,
      "speaker": "agent",
      "start_s": 38.2,
      "end_s": 38.8,
      "text_en": "Yes sir, tell me.",
      "text_native": "हां सर, बोलिए।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 19,
      "speaker": "customer",
      "start_s": 38.9,
      "end_s": 41.1,
      "text_en": "Will you do the manufacturing and give it, or will you do trading?",
      "text_native": "आप manufacturing करके दोगे या फिर आप trading करोगे?"
    },
    {
      "ucid": "21112178946934661",
      "idx": 20,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 44.0,
      "text_en": "No sir, we have our own manufacturing. The material comes directly from JSW.",
      "text_native": "नहीं सर, अपना manufacturing ही है। Directly JSW से material आता है।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 21,
      "speaker": "customer",
      "start_s": 44.2,
      "end_s": 45.6,
      "text_en": "Okay, okay, okay. Yes.",
      "text_native": "ठीक है, ठीक है, ठीक है। हां।"
    },
    {
      "ucid": "21112178946934661",
      "idx": 22,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 46.9,
      "text_en": "Okay. That will work, sir.",
      "text_native": "Okay. चलेगा सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178946934661",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and company but failed to ask for permission to speak before proceeding."
    },
    {
      "ucid": "21112178946934661",
      "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 value proposition or hook, instead asking directly for requirements."
    },
    {
      "ucid": "21112178946934661",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked to understand the customer's business, volume, or current procurement."
    },
    {
      "ucid": "21112178946934661",
      "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 proactively pitched; a single point was made only in response to a direct customer question."
    },
    {
      "ucid": "21112178946934661",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent confirmed a requirement exists but failed to capture any specific details like grade, size, or quantity."
    },
    {
      "ucid": "21112178946934661",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay. This is your mail ID, right, Tejas dot",
      "comment": "Agent agreed to the customer's requested next step of sending an email and confirmed the contact detail."
    }
  ],
  "objections": [
    {
      "ucid": "21112178946934661",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "But from your side, the person keeps changing every time. We don't even know whom to send it to.",
      "response": "No no sir, they don't change."
    },
    {
      "ucid": "21112178946934661",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "You mail it to me, I will reply to you.",
      "response": "Okay. This is your mail ID, right, Tejas dot"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}