{
  "ucid": "21112178947288821",
  "call_date": "2026-09-15",
  "start_time": "2026-09-15 17:18:08",
  "end_time": "2026-09-15 17:20:16",
  "duration_sec": 128,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc25a5a1d4ca6960387c6ad0b6bc89d1e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 11,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178947288821__DIAc25a5a1d4ca6960387c6ad0b6bc89d1e.mp3",
  "audio_bytes": 281016,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 93.672,
  "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: Hello.   (हॅलो.)\n[2s] AGENT: Hello.   (हॅलो.)\n[3s] CUSTOMER: Speak, sir.   (बोला ना साहेब.)\n[5s] AGENT: Uh sir, do you have any requirement currently in HR CR?   (अं सर आहे का सध्या काही रिक्वायरमेंट एच आर सी आर मध्ये?)\n[7s] CUSTOMER: In what?   (कशामध्ये?)\n[8s] AGENT: In HR sheet, CR sheet.   (एच आर शीट, सी आर शीट मध्ये.)\n[10s] CUSTOMER: Sir, the rates have increased a lot.   (सर रेट लय प्लस झाले हो.)\n[11s] AGENT: Yes, the rates had increased.   (हो रेट तर वाढले होते.)\n[12s] CUSTOMER: Isn't it?   (नाही का?)\n[13s] AGENT: The rates have increased a lot.   (रेट खूप जास्त वाढले.)\n[15s] CUSTOMER: What did you say?   (काय म्हणले?)\n[16s] AGENT: The rates have increased, sir, the pricing has gone up now.   (रेट जास्त झाले सर, प्रायझिंग वाढलेली आहे आता.)\n[18s] CUSTOMER: What is the rate now?   (आता काय रेट आहे?)\n[19s] AGENT: Eighty-seven, eighty-five eighty-seven.   (एटी सेव्हन, एटी फाईव्ह एटी सेव्हन.)\n[21s] CUSTOMER: Eighty?   (एटी?)\n[21s] AGENT: Eighty-five, eighty-seven thousand per metric ton.   (एटी फाईव्ह, एटी सेव्हन थाऊजंड पर मेट्रिक टन.)\n[24s] CUSTOMER: Plus GST?   (प्लस जी एस टी?)\n[24s] AGENT: Yes, plus freight.   (हो, प्लस फ्रेट.)\n[26s] CUSTOMER: Which rate is this?   (हा कुठला रेट आहे?)\n[28s] AGENT: It was Excel. 0.8 to 1.2, 80 GSM.   (एक्सेल होता. झिरो पॉईंट एट टू वन पॉईंट टू, एटी जी एस एम.)\n[30s] CUSTOMER: Sir eighty-seven, eighty-six is the ongoing rate here in my local market.   (सर एटी सेव्हन, एटी सिक्स तर माझा इथं लोकल मार्केटमध्ये चालू आहे.)\n[33s] AGENT: Sir, you must be getting a mix, AMNS, Tata, this is JSW's.   (साहेब ते मिक्स मिळत असेल, ए एम एन एस, टाटा, हा जे एस डब्ल्यू चा आहे.)\n[36s] CUSTOMER: Yes, JSW. I just picked up the material.   (हा जे एस डब्ल्यू. मी आत्ताच मटेरियल उचललं.)\n[38s] AGENT: It might be, sir, because the rate has increased again today in the market after two-three days. It increased again this morning. I am giving you the rate only according to that, sir.   (असेल साहेब, कारण का आजच रेट परत वाढलेला आहे मार्केट दोन-तीन दिवसानंतर. आज सकाळी परत वाढलाय. फक्त त्यांच्या त्याचप्रमाणे मी रेट देतोय साहेब तुम्हाला.)\n[44s] CUSTOMER: Hmm.   (हम्म.)\n[45s] AGENT: If there's anything, then let me know.   (काहीच असेल तर सांगा मग.)\n[46s] CUSTOMER: Yes, I'll let you know.   (हा, मी सांगतो.)\n[47s] AGENT: Yes.   (हो.)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 30,
  "connected": 1,
  "audio_notes": "noisy: There is significant background chatter on the agent's side, which occasionally makes their speech slightly muffled.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "30 turns, clean transcript (0% inaudible)",
  "band_language": "Marathi",
  "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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You skipped the entire pitch structure; start every call by introducing yourself and asking discovery questions before jumping into a price discussion.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent opened by asking for a requirement in HR/CR. The customer immediately objected to the high market price. The agent quoted a rate, which the customer said was available locally for JSW material. The agent explained the price was due to a recent market increase, and the call ended with a non-committal 'let me know'.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not introduce themself or JSW One, did not use the customer's name, and did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; they opened directly by asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions about the customer's business, needs, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs to differentiate the JSW One offering.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement currently in HR CR?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there's anything, then let me know.\", \"comment\": \"The call ended with a vague, non-committal statement, not an agreed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire pitch structure; start every call by introducing yourself and asking discovery questions before jumping into a price discussion.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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\": \"price\", \"state\": \"handled\", \"evidence\": \"Sir eighty-seven, eighty-six is the ongoing rate here in my local market.\", \"response\": \"Sir, you must be getting a mix, AMNS, Tata, this is JSW's... because the rate has increased again today in the market after two-three days.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Yes, I'll let you know.\", \"response\": \"If there's anything, then let me know.\"}], \"call_summary\": \"The agent opened by asking for a requirement in HR/CR. The customer immediately objected to the high market price. The agent quoted a rate, which the customer said was available locally for JSW material. The agent explained the price was due to a recent market increase, and the call ended with a non-committal 'let me know'.\"}",
  "error": null,
  "latency_ms": 60558,
  "input_tokens": 3417,
  "output_tokens": 862,
  "created_at": "2026-09-25 10:43:40",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.649,
  "agent_talk_sec": 24.2,
  "customer_talk_sec": 13.1,
  "dead_air_sec": 90.7,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 300.0,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 15,
  "discovery_qs": 1,
  "words_agent": 121,
  "words_customer": 59,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178947288821",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.1,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178947288821",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.4,
      "end_s": 1.8,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178947288821",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.9,
      "end_s": 2.3,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178947288821",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.4,
      "end_s": 2.8,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178947288821",
      "idx": 4,
      "speaker": "customer",
      "start_s": 2.9,
      "end_s": 3.5,
      "text_en": "Speak, sir.",
      "text_native": "बोला ना साहेब."
    },
    {
      "ucid": "21112178947288821",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 6.6,
      "text_en": "Uh sir, do you have any requirement currently in HR CR?",
      "text_native": "अं सर आहे का सध्या काही रिक्वायरमेंट एच आर सी आर मध्ये?"
    },
    {
      "ucid": "21112178947288821",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.4,
      "text_en": "In what?",
      "text_native": "कशामध्ये?"
    },
    {
      "ucid": "21112178947288821",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.7,
      "end_s": 9.4,
      "text_en": "In HR sheet, CR sheet.",
      "text_native": "एच आर शीट, सी आर शीट मध्ये."
    },
    {
      "ucid": "21112178947288821",
      "idx": 8,
      "speaker": "customer",
      "start_s": 9.6,
      "end_s": 11.0,
      "text_en": "Sir, the rates have increased a lot.",
      "text_native": "सर रेट लय प्लस झाले हो."
    },
    {
      "ucid": "21112178947288821",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.1,
      "end_s": 12.0,
      "text_en": "Yes, the rates had increased.",
      "text_native": "हो रेट तर वाढले होते."
    },
    {
      "ucid": "21112178947288821",
      "idx": 10,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 12.8,
      "text_en": "Isn't it?",
      "text_native": "नाही का?"
    },
    {
      "ucid": "21112178947288821",
      "idx": 11,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 14.2,
      "text_en": "The rates have increased a lot.",
      "text_native": "रेट खूप जास्त वाढले."
    },
    {
      "ucid": "21112178947288821",
      "idx": 12,
      "speaker": "customer",
      "start_s": 14.7,
      "end_s": 15.3,
      "text_en": "What did you say?",
      "text_native": "काय म्हणले?"
    },
    {
      "ucid": "21112178947288821",
      "idx": 13,
      "speaker": "agent",
      "start_s": 15.6,
      "end_s": 17.5,
      "text_en": "The rates have increased, sir, the pricing has gone up now.",
      "text_native": "रेट जास्त झाले सर, प्रायझिंग वाढलेली आहे आता."
    },
    {
      "ucid": "21112178947288821",
      "idx": 14,
      "speaker": "customer",
      "start_s": 17.6,
      "end_s": 18.3,
      "text_en": "What is the rate now?",
      "text_native": "आता काय रेट आहे?"
    },
    {
      "ucid": "21112178947288821",
      "idx": 15,
      "speaker": "agent",
      "start_s": 18.6,
      "end_s": 20.4,
      "text_en": "Eighty-seven, eighty-five eighty-seven.",
      "text_native": "एटी सेव्हन, एटी फाईव्ह एटी सेव्हन."
    },
    {
      "ucid": "21112178947288821",
      "idx": 16,
      "speaker": "customer",
      "start_s": 20.6,
      "end_s": 21.0,
      "text_en": "Eighty?",
      "text_native": "एटी?"
    },
    {
      "ucid": "21112178947288821",
      "idx": 17,
      "speaker": "agent",
      "start_s": 21.1,
      "end_s": 23.3,
      "text_en": "Eighty-five, eighty-seven thousand per metric ton.",
      "text_native": "एटी फाईव्ह, एटी सेव्हन थाऊजंड पर मेट्रिक टन."
    },
    {
      "ucid": "21112178947288821",
      "idx": 18,
      "speaker": "customer",
      "start_s": 23.5,
      "end_s": 24.3,
      "text_en": "Plus GST?",
      "text_native": "प्लस जी एस टी?"
    },
    {
      "ucid": "21112178947288821",
      "idx": 19,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 25.5,
      "text_en": "Yes, plus freight.",
      "text_native": "हो, प्लस फ्रेट."
    },
    {
      "ucid": "21112178947288821",
      "idx": 20,
      "speaker": "customer",
      "start_s": 26.3,
      "end_s": 27.2,
      "text_en": "Which rate is this?",
      "text_native": "हा कुठला रेट आहे?"
    },
    {
      "ucid": "21112178947288821",
      "idx": 21,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 29.9,
      "text_en": "It was Excel. 0.8 to 1.2, 80 GSM.",
      "text_native": "एक्सेल होता. झिरो पॉईंट एट टू वन पॉईंट टू, एटी जी एस एम."
    },
    {
      "ucid": "21112178947288821",
      "idx": 22,
      "speaker": "customer",
      "start_s": 30.1,
      "end_s": 32.9,
      "text_en": "Sir eighty-seven, eighty-six is the ongoing rate here in my local market.",
      "text_native": "सर एटी सेव्हन, एटी सिक्स तर माझा इथं लोकल मार्केटमध्ये चालू आहे."
    },
    {
      "ucid": "21112178947288821",
      "idx": 23,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 35.5,
      "text_en": "Sir, you must be getting a mix, AMNS, Tata, this is JSW's.",
      "text_native": "साहेब ते मिक्स मिळत असेल, ए एम एन एस, टाटा, हा जे एस डब्ल्यू चा आहे."
    },
    {
      "ucid": "21112178947288821",
      "idx": 24,
      "speaker": "customer",
      "start_s": 35.6,
      "end_s": 37.6,
      "text_en": "Yes, JSW. I just picked up the material.",
      "text_native": "हा जे एस डब्ल्यू. मी आत्ताच मटेरियल उचललं."
    },
    {
      "ucid": "21112178947288821",
      "idx": 25,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 42.9,
      "text_en": "It might be, sir, because the rate has increased again today in the market after two-three days. It increased again this morning. I am giving you the rate only according to that, sir.",
      "text_native": "असेल साहेब, कारण का आजच रेट परत वाढलेला आहे मार्केट दोन-तीन दिवसानंतर. आज सकाळी परत वाढलाय. फक्त त्यांच्या त्याचप्रमाणे मी रेट देतोय साहेब तुम्हाला."
    },
    {
      "ucid": "21112178947288821",
      "idx": 26,
      "speaker": "customer",
      "start_s": 43.8,
      "end_s": 44.1,
      "text_en": "Hmm.",
      "text_native": "हम्म."
    },
    {
      "ucid": "21112178947288821",
      "idx": 27,
      "speaker": "agent",
      "start_s": 44.9,
      "end_s": 46.0,
      "text_en": "If there's anything, then let me know.",
      "text_native": "काहीच असेल तर सांगा मग."
    },
    {
      "ucid": "21112178947288821",
      "idx": 28,
      "speaker": "customer",
      "start_s": 46.2,
      "end_s": 46.9,
      "text_en": "Yes, I'll let you know.",
      "text_native": "हा, मी सांगतो."
    },
    {
      "ucid": "21112178947288821",
      "idx": 29,
      "speaker": "agent",
      "start_s": 47.1,
      "end_s": 47.4,
      "text_en": "Yes.",
      "text_native": "हो."
    }
  ],
  "steps": [
    {
      "ucid": "21112178947288821",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not introduce themself or JSW One, did not use the customer's name, and did not ask for permission to speak."
    },
    {
      "ucid": "21112178947288821",
      "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 deliver a hook; they opened directly by asking for a requirement."
    },
    {
      "ucid": "21112178947288821",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions about the customer's business, needs, or procurement habits."
    },
    {
      "ucid": "21112178947288821",
      "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 to differentiate the JSW One offering."
    },
    {
      "ucid": "21112178947288821",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, do you have any requirement currently in HR CR?",
      "comment": "Agent successfully asked if a current requirement exists, which is the primary intent of this step."
    },
    {
      "ucid": "21112178947288821",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If there's anything, then let me know.",
      "comment": "The call ended with a vague, non-committal statement, not an agreed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178947288821",
      "obj_type": "price",
      "state": "handled",
      "evidence": "Sir eighty-seven, eighty-six is the ongoing rate here in my local market.",
      "response": "Sir, you must be getting a mix, AMNS, Tata, this is JSW's... because the rate has increased again today in the market after two-three days."
    },
    {
      "ucid": "21112178947288821",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Yes, I'll let you know.",
      "response": "If there's anything, then let me know."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}