{
  "ucid": "21112178953666471",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 11:01:04",
  "end_time": "2026-09-16 11:02:42",
  "duration_sec": 98,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Not_Answered",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbde1087b91008408c1c9a7037017bcf6.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1791,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953666471__DIAbde1087b91008408c1c9a7037017bcf6.mp3",
  "audio_bytes": 240840,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 80.28,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello, Mr. Sunil Gharade from Sunil Engineering Works?   (हॅलो, मिस्टर सुनील घराडे फ्रॉम सुनील इंजिनिअरिंग वर्क्स?)\n[3s] CUSTOMER: Yes, speak.   (हा बोला.)\n[4s] AGENT: Sir, hello. This is Sudip speaking from JSW One MSME, Jalal Steel.   (सर नमस्कार, सुदीप बोलतोय JSW One MSME मधून, जलाल स्टील.)\n[6s] CUSTOMER: Hm.   (हं.)\n[7s] AGENT: Sir, your company was registered on our portal for Nashik. I had called regarding your steel purchase. In HR, do you have any requirement for E250 6mm, 8mm, 10mm now, sir?   (तुमची कंपनी साहेब रजिस्टर्ड होती पोर्टलवर आपल्या नाशिकसाठी. तुमच्या स्टील परचेस संदर्भात फोन केला होता मी. HR मध्ये E250 6mm, 8mm, 10mm मध्ये काय रिक्वायरमेंट आहे का सर आता?)\n[15s] CUSTOMER: It is there, sir. We need it regularly.   (असतं सर, रेग्युलर लागतं आम्हाला.)\n[16s] AGENT: Okay, but sir, it's been about two years since your registration in the system. But not a single order has been placed. For the last eight months, there hasn't been any inquiry either, sir.   (अच्छा, पण सर सिस्टममध्ये आपलं रजिस्ट्रेशन होऊन दोन एक वर्ष झाले. पण एक पण ऑर्डर लागली नाही. गेल्या आठ महिन्यापासून इन्क्वायरी पण आली नाहीये सर.)\n[23s] CUSTOMER: No sir, I don't use that much.   (नाही सर, मी ते युज करत नाही जास्त.)\n[25s] AGENT: Now, is there any immediate requirement for you, sir? Something you need to buy now?   (आता, आता इमिजेट रिक्वायरमेंट आहे का सर आपल्याला काय? जे आपल्याला घ्यायचंय आता?)\n[27s] CUSTOMER: I need the total material, sir. I take all the material on credit.   (मला टोटल मटेरियल लागतं सर, क्रेडिटवर घेतो मी सगळं मटेरियल.)\n[30s] AGENT: I would have arranged credit for you, Sunil sir. But as you are working with the company, place the first order of at least 10 tons on advance.   (क्रेडिट मी करून दिलो असतो सुनील सर तुम्हाला. पण कसं आहे कंपनीसोबत काम होतंय, पहिली एक ऑर्डर 10 टनाची ऍटलिस्ट ऍडव्हान्सवर लावा.)\n[35s] CUSTOMER: What is the name of your company, sir?   (काय नाव आहे सर आपल्या कंपनीचं?)\n[36s] AGENT: JSW One MSME.\n[38s] CUSTOMER: Okay, I don't look after purchase. My department is different. I will call them, I'll ask them to contact.   (ओके, मी परचेसचं बघत नाही. माझं डिपार्टमेंट वेगळं आहे माझं. त्यांना मी करतो कॉल, कॉन्टॅक्ट करायला लावतो.)\n[42s] AGENT: Okay. I will WhatsApp you my number, my business card and number. Send it to the purchase people and tell them to call, okay?   (ठीक आहे. मी तुम्हाला माझा नंबर WhatsApp करतो, माझा बिझनेस कार्ड आणि नंबर. तो त्यांना पाठवून द्या परचेसवाल्यांना आणि सांगा त्यांना करायला फोन, ओके?)\n[49s] CUSTOMER: Okay, okay.   (ओके, ओके.)\n[49s] AGENT: Okay, okay sir. Alright, thank you.   (ठीक आहे, ठीक आहे सर. चला, थँक्यू.)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly distant from the phone at times, but still audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 turns, clean transcript (0% inaudible)",
  "band_language": "Marathi",
  "label_contradiction": 1,
  "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 need to follow the pitch structure by starting with a hook to build interest before asking discovery questions or qualifying for an order.",
  "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 lead at an engineering company but was speaking to someone not in the purchase department. The agent skipped the hook and discovery, asking directly for a requirement. The customer raised a need for credit, which the agent countered by asking for an initial advance order. The call ended with the agent sending his contact details for the customer to forward to the correct person.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the six required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Now, is there any immediate requirement for you, sir? Something you need to buy now?\", \"comment\": \"The agent successfully asked if there was an immediate requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a soft handoff to an unknown person; no committed next step was established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You need to follow the pitch structure by starting with a hook to build interest before asking discovery questions or qualifying for an order.\", \"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\": \"credit\", \"state\": \"handled\", \"evidence\": \"I need the total material, sir. I take all the material on credit.\", \"response\": \"I would have arranged credit for you, Sunil sir. But as you are working with the company, place the first order of at least 10 tons on advance.\"}], \"call_summary\": \"The agent contacted a lead at an engineering company but was speaking to someone not in the purchase department. The agent skipped the hook and discovery, asking directly for a requirement. The customer raised a need for credit, which the agent countered by asking for an initial advance order. The call ended with the agent sending his contact details for the customer to forward to the correct person.\"}",
  "error": null,
  "latency_ms": 25323,
  "input_tokens": 3369,
  "output_tokens": 771,
  "created_at": "2026-09-25 12:12:20",
  "sentiment": "negative",
  "sentiment_score": -0.259,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 3,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.725,
  "agent_talk_sec": 34.2,
  "customer_talk_sec": 13.0,
  "dead_air_sec": 50.8,
  "longest_monologue_sec": 7.6,
  "agent_wpm": 282.5,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 5,
  "words_agent": 161,
  "words_customer": 60,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178953666471",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.8,
      "end_s": 2.8,
      "text_en": "Hello, Mr. Sunil Gharade from Sunil Engineering Works?",
      "text_native": "हॅलो, मिस्टर सुनील घराडे फ्रॉम सुनील इंजिनिअरिंग वर्क्स?"
    },
    {
      "ucid": "21112178953666471",
      "idx": 1,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.5,
      "text_en": "Yes, speak.",
      "text_native": "हा बोला."
    },
    {
      "ucid": "21112178953666471",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 6.3,
      "text_en": "Sir, hello. This is Sudip speaking from JSW One MSME, Jalal Steel.",
      "text_native": "सर नमस्कार, सुदीप बोलतोय JSW One MSME मधून, जलाल स्टील."
    },
    {
      "ucid": "21112178953666471",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.5,
      "end_s": 6.8,
      "text_en": "Hm.",
      "text_native": "हं."
    },
    {
      "ucid": "21112178953666471",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.9,
      "end_s": 14.5,
      "text_en": "Sir, your company was registered on our portal for Nashik. I had called regarding your steel purchase. In HR, do you have any requirement for E250 6mm, 8mm, 10mm now, sir?",
      "text_native": "तुमची कंपनी साहेब रजिस्टर्ड होती पोर्टलवर आपल्या नाशिकसाठी. तुमच्या स्टील परचेस संदर्भात फोन केला होता मी. HR मध्ये E250 6mm, 8mm, 10mm मध्ये काय रिक्वायरमेंट आहे का सर आता?"
    },
    {
      "ucid": "21112178953666471",
      "idx": 5,
      "speaker": "customer",
      "start_s": 14.7,
      "end_s": 16.3,
      "text_en": "It is there, sir. We need it regularly.",
      "text_native": "असतं सर, रेग्युलर लागतं आम्हाला."
    },
    {
      "ucid": "21112178953666471",
      "idx": 6,
      "speaker": "agent",
      "start_s": 16.5,
      "end_s": 22.5,
      "text_en": "Okay, but sir, it's been about two years since your registration in the system. But not a single order has been placed. For the last eight months, there hasn't been any inquiry either, sir.",
      "text_native": "अच्छा, पण सर सिस्टममध्ये आपलं रजिस्ट्रेशन होऊन दोन एक वर्ष झाले. पण एक पण ऑर्डर लागली नाही. गेल्या आठ महिन्यापासून इन्क्वायरी पण आली नाहीये सर."
    },
    {
      "ucid": "21112178953666471",
      "idx": 7,
      "speaker": "customer",
      "start_s": 22.7,
      "end_s": 24.2,
      "text_en": "No sir, I don't use that much.",
      "text_native": "नाही सर, मी ते युज करत नाही जास्त."
    },
    {
      "ucid": "21112178953666471",
      "idx": 8,
      "speaker": "agent",
      "start_s": 24.7,
      "end_s": 27.0,
      "text_en": "Now, is there any immediate requirement for you, sir? Something you need to buy now?",
      "text_native": "आता, आता इमिजेट रिक्वायरमेंट आहे का सर आपल्याला काय? जे आपल्याला घ्यायचंय आता?"
    },
    {
      "ucid": "21112178953666471",
      "idx": 9,
      "speaker": "customer",
      "start_s": 27.1,
      "end_s": 29.8,
      "text_en": "I need the total material, sir. I take all the material on credit.",
      "text_native": "मला टोटल मटेरियल लागतं सर, क्रेडिटवर घेतो मी सगळं मटेरियल."
    },
    {
      "ucid": "21112178953666471",
      "idx": 10,
      "speaker": "agent",
      "start_s": 29.9,
      "end_s": 34.5,
      "text_en": "I would have arranged credit for you, Sunil sir. But as you are working with the company, place the first order of at least 10 tons on advance.",
      "text_native": "क्रेडिट मी करून दिलो असतो सुनील सर तुम्हाला. पण कसं आहे कंपनीसोबत काम होतंय, पहिली एक ऑर्डर 10 टनाची ऍटलिस्ट ऍडव्हान्सवर लावा."
    },
    {
      "ucid": "21112178953666471",
      "idx": 11,
      "speaker": "customer",
      "start_s": 34.6,
      "end_s": 35.8,
      "text_en": "What is the name of your company, sir?",
      "text_native": "काय नाव आहे सर आपल्या कंपनीचं?"
    },
    {
      "ucid": "21112178953666471",
      "idx": 12,
      "speaker": "agent",
      "start_s": 35.9,
      "end_s": 36.8,
      "text_en": "JSW One MSME.",
      "text_native": "JSW One MSME."
    },
    {
      "ucid": "21112178953666471",
      "idx": 13,
      "speaker": "customer",
      "start_s": 37.6,
      "end_s": 42.2,
      "text_en": "Okay, I don't look after purchase. My department is different. I will call them, I'll ask them to contact.",
      "text_native": "ओके, मी परचेसचं बघत नाही. माझं डिपार्टमेंट वेगळं आहे माझं. त्यांना मी करतो कॉल, कॉन्टॅक्ट करायला लावतो."
    },
    {
      "ucid": "21112178953666471",
      "idx": 14,
      "speaker": "agent",
      "start_s": 42.3,
      "end_s": 48.5,
      "text_en": "Okay. I will WhatsApp you my number, my business card and number. Send it to the purchase people and tell them to call, okay?",
      "text_native": "ठीक आहे. मी तुम्हाला माझा नंबर WhatsApp करतो, माझा बिझनेस कार्ड आणि नंबर. तो त्यांना पाठवून द्या परचेसवाल्यांना आणि सांगा त्यांना करायला फोन, ओके?"
    },
    {
      "ucid": "21112178953666471",
      "idx": 15,
      "speaker": "customer",
      "start_s": 48.6,
      "end_s": 49.2,
      "text_en": "Okay, okay.",
      "text_native": "ओके, ओके."
    },
    {
      "ucid": "21112178953666471",
      "idx": 16,
      "speaker": "agent",
      "start_s": 49.3,
      "end_s": 51.2,
      "text_en": "Okay, okay sir. Alright, thank you.",
      "text_native": "ठीक आहे, ठीक आहे सर. चला, थँक्यू."
    }
  ],
  "steps": [
    {
      "ucid": "21112178953666471",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified himself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178953666471",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178953666471",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the six required discovery questions."
    },
    {
      "ucid": "21112178953666471",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and no USPs were pitched."
    },
    {
      "ucid": "21112178953666471",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Now, is there any immediate requirement for you, sir? Something you need to buy now?",
      "comment": "The agent successfully asked if there was an immediate requirement."
    },
    {
      "ucid": "21112178953666471",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a soft handoff to an unknown person; no committed next step was established."
    }
  ],
  "objections": [
    {
      "ucid": "21112178953666471",
      "obj_type": "credit",
      "state": "handled",
      "evidence": "I need the total material, sir. I take all the material on credit.",
      "response": "I would have arranged credit for you, Sunil sir. But as you are working with the company, place the first order of at least 10 tons on advance."
    }
  ],
  "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": []
}