{
  "ucid": "21112178953577731",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 10:46:17",
  "end_time": "2026-09-16 10:48:10",
  "duration_sec": 113,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4b962731468c3f6999d8e7cf35e0f733.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1795,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953577731__DIA4b962731468c3f6999d8e7cf35e0f733.mp3",
  "audio_bytes": 236088,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 78.696,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello, am I speaking with Chandrashekhar ji from Star Track Fasteners?   (हेलो ये चंद्रशेखर जी बात कर रहे हैं Star Track Fasteners से?)\n[5s] CUSTOMER: Yes.   (हांजी।)\n[5s] AGENT: I was calling from JSW One, hello.   (JSW One से बात कर रहा था, नमस्कार।)\n[7s] CUSTOMER: Yes, hello.   (हांजी, नमस्कार जी।)\n[8s] AGENT: Sir, it's been a long time since we received any requirement from Star Track Fasteners. Is there some issue?   (सर जी, काफी टाइम हो गया Star Track Fasteners से कोई रिक्वायरमेंट नहीं आया अभी आपका। कोई मतलब इशू हो गया क्या?)\n[13s] CUSTOMER: No, the work for that project is not going on right now. The project for which I had taken it is completed. If a new project comes up, we can talk. Right now, there is no requirement.   (नहीं, अभी उस प्रोजेक्ट का काम अभी नहीं चला हुआ। प्रोजेक्ट पूरा हो गया था जिसके लिए मैंने लिया हुआ था। अभी कोई नया प्रोजेक्ट आता है तो बात कर सकते हैं। अभी तो है नहीं फिलहाल की रिक्वायरमेंट।)\n[21s] AGENT: Okay, not right now.   (अच्छा, अभी नहीं है।)\n[21s] AGENT: By the way, sir, in your projects, do you procure all types of raw materials or is it generally HR, HR, CR?   (वैसे आप सर ये प्रोजेक्ट में मतलब हर टाइप के रॉ मटेरियल का आपका रहता है प्रोक्योरमेंट कि मतलब HR रहता है जनरली, HR, CR?)\n[26s] CUSTOMER: HR, HR, CR\n[28s] AGENT: Sorry?   (हैं जी?)\n[28s] CUSTOMER: It's mostly HR, CR.   (HR, CR का ही ज्यादा रहता है।)\n[30s] AGENT: Okay, it's HR. Okay.   (अच्छा, HR का रहता है। ओके।)\n[32s] AGENT: Alright sir, I'll do one thing, for now I'll send you my card. Please save that number of mine.   (ठीक है सर, एक काम करता हूं ना, अभी के लिए मैं आपको कार्ड भेज के रखता हूं। मेरा नंबर वो वाला सेव कर लीजिएगा।)\n[36s] CUSTOMER: Okay.   (ठीक है।)\n[36s] AGENT: If there is a requirement in the future, let me know.   (अगर रहेगा तो इन फ्यूचर बताइएगा मेरे को।)\n[38s] CUSTOMER: Okay.   (ठीक है जी।)\n[39s] CUSTOMER: What is your name?   (क्या नाम हुआ आपका?)\n[40s] AGENT: Uh, my name is Sajal Bhaskar. It will be written on the card as well.   (अह सजल भास्कर नाम है। कार्ड पे भी लिखा आएगा।)\n[42s] CUSTOMER: Okay.   (ठीक है जी।)\n[44s] AGENT: Alright sir. Okay.   (ठीक है सर। ओके।)\n[44s] CUSTOMER: Goodbye.   (नमस्कार।)\n[46s] AGENT: Goodbye.   (नमस्कार।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not significantly impact transcription quality.",
  "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": "[\"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": "When a customer says they have no current need, pivot to intelligence gathering. You could have still asked about their monthly volume or current suppliers to prepare for the next 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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent re-engaged a past customer (Star Track Fasteners). The customer stated they have no current requirement because the project they were buying for is complete. The agent confirmed the customer uses HR/CR material and closed the call by offering to send a contact card for future needs.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening with a relationship management question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"By the way, sir, in your projects, do you procure all types of raw materials or is it generally HR, HR, CR?\", \"comment\": \"Agent asked only one discovery question about material type before ending the discovery phase.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call did not progress past minimal discovery.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, not right now.\", \"comment\": \"Agent correctly acknowledged the customer's statement that there was no current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The next step was to 'send a card', which is not a committed action like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current need, pivot to intelligence gathering. You could have still asked about their monthly volume or current suppliers to prepare for the next 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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent re-engaged a past customer (Star Track Fasteners). The customer stated they have no current requirement because the project they were buying for is complete. The agent confirmed the customer uses HR/CR material and closed the call by offering to send a contact card for future needs.\"}",
  "error": null,
  "latency_ms": 30300,
  "input_tokens": 3272,
  "output_tokens": 697,
  "created_at": "2026-09-25 12:12:32",
  "sentiment": "neutral",
  "sentiment_score": -0.133,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 4,
  "lex_hits": 10,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.633,
  "agent_talk_sec": 27.2,
  "customer_talk_sec": 15.8,
  "dead_air_sec": 70.0,
  "longest_monologue_sec": 5.8,
  "agent_wpm": 258.1,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 11,
  "discovery_qs": 4,
  "words_agent": 117,
  "words_customer": 56,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953577731",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.58,
      "end_s": 2.08,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178953577731",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.4,
      "end_s": 4.5,
      "text_en": "Hello, am I speaking with Chandrashekhar ji from Star Track Fasteners?",
      "text_native": "हेलो ये चंद्रशेखर जी बात कर रहे हैं Star Track Fasteners से?"
    },
    {
      "ucid": "21112178953577731",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.7,
      "end_s": 5.14,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.36,
      "end_s": 6.8,
      "text_en": "I was calling from JSW One, hello.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.98,
      "end_s": 7.9,
      "text_en": "Yes, hello.",
      "text_native": "हांजी, नमस्कार जी।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 13.0,
      "text_en": "Sir, it's been a long time since we received any requirement from Star Track Fasteners. Is there some issue?",
      "text_native": "सर जी, काफी टाइम हो गया Star Track Fasteners से कोई रिक्वायरमेंट नहीं आया अभी आपका। कोई मतलब इशू हो गया क्या?"
    },
    {
      "ucid": "21112178953577731",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.2,
      "end_s": 20.48,
      "text_en": "No, the work for that project is not going on right now. The project for which I had taken it is completed. If a new project comes up, we can talk. Right now, there is no requirement.",
      "text_native": "नहीं, अभी उस प्रोजेक्ट का काम अभी नहीं चला हुआ। प्रोजेक्ट पूरा हो गया था जिसके लिए मैंने लिया हुआ था। अभी कोई नया प्रोजेक्ट आता है तो बात कर सकते हैं। अभी तो है नहीं फिलहाल की रिक्वायरमेंट।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 7,
      "speaker": "agent",
      "start_s": 20.6,
      "end_s": 21.28,
      "text_en": "Okay, not right now.",
      "text_native": "अच्छा, अभी नहीं है।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 8,
      "speaker": "agent",
      "start_s": 21.36,
      "end_s": 26.5,
      "text_en": "By the way, sir, in your projects, do you procure all types of raw materials or is it generally HR, HR, CR?",
      "text_native": "वैसे आप सर ये प्रोजेक्ट में मतलब हर टाइप के रॉ मटेरियल का आपका रहता है प्रोक्योरमेंट कि मतलब HR रहता है जनरली, HR, CR?"
    },
    {
      "ucid": "21112178953577731",
      "idx": 9,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 27.5,
      "text_en": "HR, HR, CR",
      "text_native": "HR, HR, CR"
    },
    {
      "ucid": "21112178953577731",
      "idx": 10,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 28.0,
      "text_en": "Sorry?",
      "text_native": "हैं जी?"
    },
    {
      "ucid": "21112178953577731",
      "idx": 11,
      "speaker": "customer",
      "start_s": 28.3,
      "end_s": 30.0,
      "text_en": "It's mostly HR, CR.",
      "text_native": "HR, CR का ही ज्यादा रहता है।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 12,
      "speaker": "agent",
      "start_s": 30.2,
      "end_s": 31.5,
      "text_en": "Okay, it's HR. Okay.",
      "text_native": "अच्छा, HR का रहता है। ओके।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 13,
      "speaker": "agent",
      "start_s": 31.5,
      "end_s": 36.0,
      "text_en": "Alright sir, I'll do one thing, for now I'll send you my card. Please save that number of mine.",
      "text_native": "ठीक है सर, एक काम करता हूं ना, अभी के लिए मैं आपको कार्ड भेज के रखता हूं। मेरा नंबर वो वाला सेव कर लीजिएगा।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 14,
      "speaker": "customer",
      "start_s": 36.0,
      "end_s": 36.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 15,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 38.5,
      "text_en": "If there is a requirement in the future, let me know.",
      "text_native": "अगर रहेगा तो इन फ्यूचर बताइएगा मेरे को।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 16,
      "speaker": "customer",
      "start_s": 38.5,
      "end_s": 39.0,
      "text_en": "Okay.",
      "text_native": "ठीक है जी।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 17,
      "speaker": "customer",
      "start_s": 39.0,
      "end_s": 40.0,
      "text_en": "What is your name?",
      "text_native": "क्या नाम हुआ आपका?"
    },
    {
      "ucid": "21112178953577731",
      "idx": 18,
      "speaker": "agent",
      "start_s": 40.0,
      "end_s": 42.5,
      "text_en": "Uh, my name is Sajal Bhaskar. It will be written on the card as well.",
      "text_native": "अह सजल भास्कर नाम है। कार्ड पे भी लिखा आएगा।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 19,
      "speaker": "customer",
      "start_s": 42.5,
      "end_s": 43.5,
      "text_en": "Okay.",
      "text_native": "ठीक है जी।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 20,
      "speaker": "agent",
      "start_s": 43.5,
      "end_s": 44.5,
      "text_en": "Alright sir. Okay.",
      "text_native": "ठीक है सर। ओके।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 21,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.5,
      "text_en": "Goodbye.",
      "text_native": "नमस्कार।"
    },
    {
      "ucid": "21112178953577731",
      "idx": 22,
      "speaker": "agent",
      "start_s": 45.5,
      "end_s": 46.5,
      "text_en": "Goodbye.",
      "text_native": "नमस्कार।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178953577731",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent greeted and identified but did not ask for permission to speak."
    },
    {
      "ucid": "21112178953577731",
      "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 relationship management question."
    },
    {
      "ucid": "21112178953577731",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "By the way, sir, in your projects, do you procure all types of raw materials or is it generally HR, HR, CR?",
      "comment": "Agent asked only one discovery question about material type before ending the discovery phase."
    },
    {
      "ucid": "21112178953577731",
      "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 pitched as the call did not progress past minimal discovery."
    },
    {
      "ucid": "21112178953577731",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Okay, not right now.",
      "comment": "Agent correctly acknowledged the customer's statement that there was no current requirement."
    },
    {
      "ucid": "21112178953577731",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The next step was to 'send a card', which is not a committed action like a quote or a scheduled callback."
    }
  ],
  "objections": [],
  "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": [
    "rejection"
  ]
}