{
  "ucid": "21112178947055681",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 16:39:16",
  "end_time": "2026-09-15 16:41:29",
  "duration_sec": 133,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "soumya",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3d30747501da8a03bb183e2ebecd560d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 24,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947055681__DIA3d30747501da8a03bb183e2ebecd560d.mp3",
  "audio_bytes": 344952,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 114.984,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?\n[2s] AGENT: Yeah, hello. Mr. Divakar, this is Somya from JSW One platform, sir.\n[5s] CUSTOMER: Yeah, please tell me.\n[6s] AGENT: Yeah, hi. Sir, I'm calling you to, you know, find out if there are any ongoing inquiries for MS and trading in company right now. One of my juniors has got in touch with you previously for\n[12s] CUSTOMER: Yeah, it's there, but uh, what is the latest price? Because I heard the prices are going very badly.\n[16s] AGENT: Okay. Which location are you procuring the material from?\n[18s] CUSTOMER: I generally procure in Jigani, Bommasandra.\n[20s] AGENT: Jigani?\n[21s] CUSTOMER: Yeah, Jigani, Bommasandra.\n[22s] AGENT: Because there are three sites mentioned here. Peenya, Bommasandra and then Jigani.\n[24s] CUSTOMER: Yeah. And sometimes in, sometimes I procure in Budigere Cross also I buy.\n[29s] AGENT: Budigere Cross, okay. What material are you looking to buy right now?\n[31s] CUSTOMER: So generally there's inquiry for MS 1.5 and 2 mm.\n[33s] AGENT: 1.5 and 2 mm.\n[34s] CUSTOMER: And again 8 by 4, there's a standard sheet, sir.\n[36s] AGENT: 1250 by 1500?\n[38s] CUSTOMER: Yeah, to 2500.\n[39s] AGENT: 2500, okay.\n[40s] CUSTOMER: So just waiting for the current prices.\n[42s] AGENT: Okay. So sir, will you let me know what are the number of sheets required? Tonnage, otherwise the number of sheets.\n[45s] CUSTOMER: 50, 50, 50 each.\n[47s] AGENT: 50 each?\n[48s] CUSTOMER: Yeah.\n[48s] AGENT: 50 each of 2 and 2.5?\n[50s] CUSTOMER: 1.5 and 2.\n[51s] AGENT: 1.5 and 2. Okay. Let me share the prices first and then we can\n[53s] CUSTOMER: Sure, sure, sure.\n[54s] AGENT: This will mostly be quoted for SAIL.\n[56s] CUSTOMER: Sorry?\n[57s] AGENT: This will be quoted for SAIL make.\n[58s] CUSTOMER: SAIL make, okay. Just send me the price.\n[59s] AGENT: Yeah. I'll do that. I'll send it to you on WhatsApp.\n[101s] CUSTOMER: Yeah, sure, sure.\n[102s] AGENT: Thank you.\n[103s] CUSTOMER: Thank you. Have a great day.\n[104s] AGENT: You too. Good day.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 36,
  "connected": 1,
  "audio_notes": "clear: The call is clear with standard phone line quality.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "36 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You missed the opportunity to build rapport and understand the customer's business by skipping the opener, hook, and discovery steps; focus on following the pitch structure before jumping straight to a quote.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately asked for the price on a specific requirement (MS sheets, 1.5/2mm, ~4.3MT total), noting that prices were falling. The agent skipped discovery and gathered the requirement details (material, size, quantity, location). The call ended with the agent promising to send a quote for SAIL make material via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening with a direct question about inquiries.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero of the six required discovery questions about the customer's business, procurement habits, or scale.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs for JSW One.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"What material are you looking to buy right now?\", \"comment\": \"Agent successfully qualified the immediate requirement by capturing material, thickness, size, quantity, and location.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah. I'll do that. I'll send it to you on WhatsApp.\", \"comment\": \"Agent committed to a clear next step of sending a quote, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You missed the opportunity to build rapport and understand the customer's business by skipping the opener, hook, and discovery steps; focus on following the pitch structure before jumping straight to a quote.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"what is the latest price? Because I heard the prices are going very badly.\", \"response\": \"Okay. Which location are you procuring the material from?\"}], \"call_summary\": \"The customer immediately asked for the price on a specific requirement (MS sheets, 1.5/2mm, ~4.3MT total), noting that prices were falling. The agent skipped discovery and gathered the requirement details (material, size, quantity, location). The call ended with the agent promising to send a quote for SAIL make material via WhatsApp.\"}",
  "error": null,
  "latency_ms": 43886,
  "input_tokens": 3293,
  "output_tokens": 785,
  "created_at": "2026-09-25 10:44:53",
  "sentiment": "positive",
  "sentiment_score": 0.268,
  "sentiment_confidence": "high",
  "pos": 22,
  "neg": 8,
  "lex_hits": 22,
  "objection_phrases": "[\"send_price_will_think\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.748,
  "agent_talk_sec": 72.0,
  "customer_talk_sec": 24.3,
  "dead_air_sec": 36.7,
  "longest_monologue_sec": 41.9,
  "agent_wpm": 140.8,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 18,
  "discovery_qs": 7,
  "words_agent": 169,
  "words_customer": 107,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178947055681",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.81,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178947055681",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 4.54,
      "text_en": "Yeah, hello. Mr. Divakar, this is Somya from JSW One platform, sir.",
      "text_native": "Yeah, hello. Mr. Divakar, this is Somya from JSW One platform, sir."
    },
    {
      "ucid": "21112178947055681",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.86,
      "end_s": 5.56,
      "text_en": "Yeah, please tell me.",
      "text_native": "Yeah, please tell me."
    },
    {
      "ucid": "21112178947055681",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.89,
      "end_s": 11.8,
      "text_en": "Yeah, hi. Sir, I'm calling you to, you know, find out if there are any ongoing inquiries for MS and trading in company right now. One of my juniors has got in touch with you previously for",
      "text_native": "Yeah, hi. Sir, I'm calling you to, you know, find out if there are any ongoing inquiries for MS and trading in company right now. One of my juniors has got in touch with you previously for"
    },
    {
      "ucid": "21112178947055681",
      "idx": 4,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 15.5,
      "text_en": "Yeah, it's there, but uh, what is the latest price? Because I heard the prices are going very badly.",
      "text_native": "Yeah, it's there, but uh, what is the latest price? Because I heard the prices are going very badly."
    },
    {
      "ucid": "21112178947055681",
      "idx": 5,
      "speaker": "agent",
      "start_s": 15.86,
      "end_s": 17.84,
      "text_en": "Okay. Which location are you procuring the material from?",
      "text_native": "Okay. Which location are you procuring the material from?"
    },
    {
      "ucid": "21112178947055681",
      "idx": 6,
      "speaker": "customer",
      "start_s": 18.18,
      "end_s": 19.84,
      "text_en": "I generally procure in Jigani, Bommasandra.",
      "text_native": "I generally procure in Jigani, Bommasandra."
    },
    {
      "ucid": "21112178947055681",
      "idx": 7,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 20.48,
      "text_en": "Jigani?",
      "text_native": "Jigani?"
    },
    {
      "ucid": "21112178947055681",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.72,
      "end_s": 21.58,
      "text_en": "Yeah, Jigani, Bommasandra.",
      "text_native": "Yeah, Jigani, Bommasandra."
    },
    {
      "ucid": "21112178947055681",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.82,
      "end_s": 24.24,
      "text_en": "Because there are three sites mentioned here. Peenya, Bommasandra and then Jigani.",
      "text_native": "Because there are three sites mentioned here. Peenya, Bommasandra and then Jigani."
    },
    {
      "ucid": "21112178947055681",
      "idx": 10,
      "speaker": "customer",
      "start_s": 24.4,
      "end_s": 28.5,
      "text_en": "Yeah. And sometimes in, sometimes I procure in Budigere Cross also I buy.",
      "text_native": "Yeah. And sometimes in, sometimes I procure in Budigere Cross also I buy."
    },
    {
      "ucid": "21112178947055681",
      "idx": 11,
      "speaker": "agent",
      "start_s": 28.6,
      "end_s": 30.54,
      "text_en": "Budigere Cross, okay. What material are you looking to buy right now?",
      "text_native": "Budigere Cross, okay. What material are you looking to buy right now?"
    },
    {
      "ucid": "21112178947055681",
      "idx": 12,
      "speaker": "customer",
      "start_s": 30.84,
      "end_s": 33.0,
      "text_en": "So generally there's inquiry for MS 1.5 and 2 mm.",
      "text_native": "So generally there's inquiry for MS 1.5 and 2 mm."
    },
    {
      "ucid": "21112178947055681",
      "idx": 13,
      "speaker": "agent",
      "start_s": 33.44,
      "end_s": 34.46,
      "text_en": "1.5 and 2 mm.",
      "text_native": "1.5 and 2 mm."
    },
    {
      "ucid": "21112178947055681",
      "idx": 14,
      "speaker": "customer",
      "start_s": 34.5,
      "end_s": 36.04,
      "text_en": "And again 8 by 4, there's a standard sheet, sir.",
      "text_native": "And again 8 by 4, there's a standard sheet, sir."
    },
    {
      "ucid": "21112178947055681",
      "idx": 15,
      "speaker": "agent",
      "start_s": 36.36,
      "end_s": 37.5,
      "text_en": "1250 by 1500?",
      "text_native": "1250 by 1500?"
    },
    {
      "ucid": "21112178947055681",
      "idx": 16,
      "speaker": "customer",
      "start_s": 37.74,
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      "text_en": "Yeah, to 2500.",
      "text_native": "Yeah, to 2500."
    },
    {
      "ucid": "21112178947055681",
      "idx": 17,
      "speaker": "agent",
      "start_s": 39.0,
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      "text_en": "2500, okay.",
      "text_native": "2500, okay."
    },
    {
      "ucid": "21112178947055681",
      "idx": 18,
      "speaker": "customer",
      "start_s": 40.26,
      "end_s": 41.8,
      "text_en": "So just waiting for the current prices.",
      "text_native": "So just waiting for the current prices."
    },
    {
      "ucid": "21112178947055681",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.22,
      "end_s": 45.24,
      "text_en": "Okay. So sir, will you let me know what are the number of sheets required? Tonnage, otherwise the number of sheets.",
      "text_native": "Okay. So sir, will you let me know what are the number of sheets required? Tonnage, otherwise the number of sheets."
    },
    {
      "ucid": "21112178947055681",
      "idx": 20,
      "speaker": "customer",
      "start_s": 45.34,
      "end_s": 46.5,
      "text_en": "50, 50, 50 each.",
      "text_native": "50, 50, 50 each."
    },
    {
      "ucid": "21112178947055681",
      "idx": 21,
      "speaker": "agent",
      "start_s": 46.84,
      "end_s": 47.5,
      "text_en": "50 each?",
      "text_native": "50 each?"
    },
    {
      "ucid": "21112178947055681",
      "idx": 22,
      "speaker": "customer",
      "start_s": 47.64,
      "end_s": 48.0,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178947055681",
      "idx": 23,
      "speaker": "agent",
      "start_s": 48.24,
      "end_s": 49.54,
      "text_en": "50 each of 2 and 2.5?",
      "text_native": "50 each of 2 and 2.5?"
    },
    {
      "ucid": "21112178947055681",
      "idx": 24,
      "speaker": "customer",
      "start_s": 49.8,
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      "text_en": "1.5 and 2.",
      "text_native": "1.5 and 2."
    },
    {
      "ucid": "21112178947055681",
      "idx": 25,
      "speaker": "agent",
      "start_s": 50.9,
      "end_s": 53.2,
      "text_en": "1.5 and 2. Okay. Let me share the prices first and then we can",
      "text_native": "1.5 and 2. Okay. Let me share the prices first and then we can"
    },
    {
      "ucid": "21112178947055681",
      "idx": 26,
      "speaker": "customer",
      "start_s": 53.3,
      "end_s": 53.9,
      "text_en": "Sure, sure, sure.",
      "text_native": "Sure, sure, sure."
    },
    {
      "ucid": "21112178947055681",
      "idx": 27,
      "speaker": "agent",
      "start_s": 54.24,
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      "text_en": "This will mostly be quoted for SAIL.",
      "text_native": "This will mostly be quoted for SAIL."
    },
    {
      "ucid": "21112178947055681",
      "idx": 28,
      "speaker": "customer",
      "start_s": 55.84,
      "end_s": 56.2,
      "text_en": "Sorry?",
      "text_native": "Sorry?"
    },
    {
      "ucid": "21112178947055681",
      "idx": 29,
      "speaker": "agent",
      "start_s": 56.54,
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      "text_en": "This will be quoted for SAIL make.",
      "text_native": "This will be quoted for SAIL make."
    },
    {
      "ucid": "21112178947055681",
      "idx": 30,
      "speaker": "customer",
      "start_s": 58.0,
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      "text_en": "SAIL make, okay. Just send me the price.",
      "text_native": "SAIL make, okay. Just send me the price."
    },
    {
      "ucid": "21112178947055681",
      "idx": 31,
      "speaker": "agent",
      "start_s": 59.3,
      "end_s": 101.2,
      "text_en": "Yeah. I'll do that. I'll send it to you on WhatsApp.",
      "text_native": "Yeah. I'll do that. I'll send it to you on WhatsApp."
    },
    {
      "ucid": "21112178947055681",
      "idx": 32,
      "speaker": "customer",
      "start_s": 101.4,
      "end_s": 102.0,
      "text_en": "Yeah, sure, sure.",
      "text_native": "Yeah, sure, sure."
    },
    {
      "ucid": "21112178947055681",
      "idx": 33,
      "speaker": "agent",
      "start_s": 102.3,
      "end_s": 102.8,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    },
    {
      "ucid": "21112178947055681",
      "idx": 34,
      "speaker": "customer",
      "start_s": 103.1,
      "end_s": 104.2,
      "text_en": "Thank you. Have a great day.",
      "text_native": "Thank you. Have a great day."
    },
    {
      "ucid": "21112178947055681",
      "idx": 35,
      "speaker": "agent",
      "start_s": 104.5,
      "end_s": 105.5,
      "text_en": "You too. Good day.",
      "text_native": "You too. Good day."
    }
  ],
  "steps": [
    {
      "ucid": "21112178947055681",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178947055681",
      "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 supply or price hook, instead opening with a direct question about inquiries."
    },
    {
      "ucid": "21112178947055681",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero of the six required discovery questions about the customer's business, procurement habits, or scale."
    },
    {
      "ucid": "21112178947055681",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs for JSW One."
    },
    {
      "ucid": "21112178947055681",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "What material are you looking to buy right now?",
      "comment": "Agent successfully qualified the immediate requirement by capturing material, thickness, size, quantity, and location."
    },
    {
      "ucid": "21112178947055681",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yeah. I'll do that. I'll send it to you on WhatsApp.",
      "comment": "Agent committed to a clear next step of sending a quote, which the customer accepted."
    }
  ],
  "objections": [
    {
      "ucid": "21112178947055681",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "what is the latest price? Because I heard the prices are going very badly.",
      "response": "Okay. Which location are you procuring the material from?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": [
    "send_price_will_think"
  ]
}