{
  "ucid": "21112178953721771",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 11:10:17",
  "end_time": "2026-09-16 11:11:44",
  "duration_sec": 87,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Interested",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb03e971b94a62b2b4c9cd6f10db0c0a4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1789,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953721771__DIAb03e971b94a62b2b4c9cd6f10db0c0a4.mp3",
  "audio_bytes": 200880,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 66.96,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Hello.\n[4s] AGENT: Yes, am I speaking with Pioneer Crane?   (जी, Pioneer Crane से मेरी बात हो रही है?)\n[7s] CUSTOMER: Yes.   (हांजी।)\n[8s] AGENT: Yes, this is Ronak Mehta speaking from JSW One. Do you have any requirement for MS steel right now?   (जी, रौनक मेहता बात कर रहा हूं JSW One से। कुछ अभी requirement आ रही है MS steel में आपको?)\n[12s] CUSTOMER: Asked for requirement in steel.   (Steel में requirement पूछा।)\n[14s] AGENT: In HR sheets?   (HR sheets में?)\n[15s] CUSTOMER: No sir.   (नहीं सर।)\n[16s] AGENT: In coils?   (Coils में?)\n[18s] CUSTOMER: What are you saying?   (क्या बोल रहे हो?)\n[20s] CUSTOMER: I am saying, please WhatsApp the details, sir.   (मैं कह रही हूं WhatsApp कर दीजिए सर, details.)\n[22s] AGENT: I will WhatsApp you, but is any current requirement being planned? I wanted to ask you this.   (मैं WhatsApp आपको करता हूं, but अभी कुछ current में requirement plan हो रही है क्या, मुझे ये पूछना था आपसे।)\n[27s] CUSTOMER: No, no, there is no requirement currently. Sir, if there is in the future then...   (नहीं, नहीं, currently कोई requirement नहीं। सर in future होगी तो...)\n[30s] AGENT: I know. Okay, okay. And what is your purchase volume like, on a monthly basis?   (I know. Okay, okay. और आपका कितना purchase रहता है वैसे monthly का?)\n[33s] CUSTOMER: You please WhatsApp me the details.   (आप प्लीज मुझे WhatsApp कर दीजिए details ना।)\n[35s] AGENT: Your, your number is not showing up on WhatsApp for me.   (आपका, आपका ये number WhatsApp पे नहीं दिख रहा है मुझे।)\n[38s] CUSTOMER: It is, sir.   (है सर।)\n[39s] AGENT: Will you tell me the WhatsApp number once?   (WhatsApp number बोलेंगे एक बार आप मुझे?)\n[40s] CUSTOMER: This one is on WhatsApp.   (ये वाला WhatsApp पे ही है।)\n[42s] AGENT: But I don't able to see, madam.\n[45s] AGENT: If you once, if you can ping me once, meaning if you tell me the number, then I can note it down.   (एक बार मुझे अगर, एक बार मुझे आप ping कर देंगे, मतलब आप मुझे बता देंगे number, तो मैं note down कर लेता हूं।)\n[50s] CUSTOMER: Sir, you please text, we are busy right now.   (सर आप text कर दो please, अभी हम busy हैं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: Some background chatter from the agent's side (call center environment).",
  "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": "Start your calls by asking for permission, like 'Is this a good time to talk for a minute?', before asking about requirements. This builds rapport and prevents the customer from feeling rushed.",
  "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 company, Pioneer Crane, to inquire about MS steel requirements. The customer stated they were busy, had no current requirement, and repeatedly asked the agent to send details via WhatsApp. The agent attempted to probe for requirements and monthly volume but was unsuccessful. The call ended while the agent was trying to confirm the customer's WhatsApp number.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified the company and himself but failed to ask for permission or if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"और आपका कितना purchase रहता है वैसे monthly का?\", \"comment\": \"Agent only attempted to ask one of the six discovery questions before the customer deflected.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"कुछ अभी requirement आ रही है MS steel में आपको?\", \"comment\": \"Agent successfully asked if a current requirement existed, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without an explicitly committed next step like a scheduled callback; it was just a vague agreement to send a WhatsApp message.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Start your calls by asking for permission, like 'Is this a good time to talk for a minute?', before asking about requirements. This builds rapport and prevents the customer from feeling rushed.\", \"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\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"मैं कह रही हूं WhatsApp कर दीजिए सर, details.\", \"response\": \"मैं WhatsApp आपको करता हूं, but अभी कुछ current में requirement plan हो रही है क्या, मुझे ये पूछना था आपसे।\"}], \"call_summary\": \"The agent contacted a manufacturing company, Pioneer Crane, to inquire about MS steel requirements. The customer stated they were busy, had no current requirement, and repeatedly asked the agent to send details via WhatsApp. The agent attempted to probe for requirements and monthly volume but was unsuccessful. The call ended while the agent was trying to confirm the customer's WhatsApp number.\"}",
  "error": null,
  "latency_ms": 28415,
  "input_tokens": 3204,
  "output_tokens": 794,
  "created_at": "2026-09-25 12:12:18",
  "sentiment": "positive",
  "sentiment_score": 0.26,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 12,
  "lex_hits": 16,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.628,
  "agent_talk_sec": 25.5,
  "customer_talk_sec": 15.1,
  "dead_air_sec": 46.4,
  "longest_monologue_sec": 6.4,
  "agent_wpm": 263.5,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 12,
  "discovery_qs": 7,
  "words_agent": 112,
  "words_customer": 60,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953721771",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.89,
      "end_s": 1.5,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178953721771",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.59,
      "end_s": 3.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178953721771",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.8,
      "end_s": 4.2,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178953721771",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.38,
      "end_s": 6.5,
      "text_en": "Yes, am I speaking with Pioneer Crane?",
      "text_native": "जी, Pioneer Crane से मेरी बात हो रही है?"
    },
    {
      "ucid": "21112178953721771",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.5,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178953721771",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 12.0,
      "text_en": "Yes, this is Ronak Mehta speaking from JSW One. Do you have any requirement for MS steel right now?",
      "text_native": "जी, रौनक मेहता बात कर रहा हूं JSW One से। कुछ अभी requirement आ रही है MS steel में आपको?"
    },
    {
      "ucid": "21112178953721771",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 13.8,
      "text_en": "Asked for requirement in steel.",
      "text_native": "Steel में requirement पूछा।"
    },
    {
      "ucid": "21112178953721771",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.0,
      "end_s": 14.8,
      "text_en": "In HR sheets?",
      "text_native": "HR sheets में?"
    },
    {
      "ucid": "21112178953721771",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 15.8,
      "text_en": "No sir.",
      "text_native": "नहीं सर।"
    },
    {
      "ucid": "21112178953721771",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.0,
      "end_s": 16.5,
      "text_en": "In coils?",
      "text_native": "Coils में?"
    },
    {
      "ucid": "21112178953721771",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.0,
      "end_s": 18.8,
      "text_en": "What are you saying?",
      "text_native": "क्या बोल रहे हो?"
    },
    {
      "ucid": "21112178953721771",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.6,
      "end_s": 22.0,
      "text_en": "I am saying, please WhatsApp the details, sir.",
      "text_native": "मैं कह रही हूं WhatsApp कर दीजिए सर, details."
    },
    {
      "ucid": "21112178953721771",
      "idx": 12,
      "speaker": "agent",
      "start_s": 22.5,
      "end_s": 26.5,
      "text_en": "I will WhatsApp you, but is any current requirement being planned? I wanted to ask you this.",
      "text_native": "मैं WhatsApp आपको करता हूं, but अभी कुछ current में requirement plan हो रही है क्या, मुझे ये पूछना था आपसे।"
    },
    {
      "ucid": "21112178953721771",
      "idx": 13,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 29.5,
      "text_en": "No, no, there is no requirement currently. Sir, if there is in the future then...",
      "text_native": "नहीं, नहीं, currently कोई requirement नहीं। सर in future होगी तो..."
    },
    {
      "ucid": "21112178953721771",
      "idx": 14,
      "speaker": "agent",
      "start_s": 29.6,
      "end_s": 33.0,
      "text_en": "I know. Okay, okay. And what is your purchase volume like, on a monthly basis?",
      "text_native": "I know. Okay, okay. और आपका कितना purchase रहता है वैसे monthly का?"
    },
    {
      "ucid": "21112178953721771",
      "idx": 15,
      "speaker": "customer",
      "start_s": 33.2,
      "end_s": 35.0,
      "text_en": "You please WhatsApp me the details.",
      "text_native": "आप प्लीज मुझे WhatsApp कर दीजिए details ना।"
    },
    {
      "ucid": "21112178953721771",
      "idx": 16,
      "speaker": "agent",
      "start_s": 35.1,
      "end_s": 37.2,
      "text_en": "Your, your number is not showing up on WhatsApp for me.",
      "text_native": "आपका, आपका ये number WhatsApp पे नहीं दिख रहा है मुझे।"
    },
    {
      "ucid": "21112178953721771",
      "idx": 17,
      "speaker": "customer",
      "start_s": 37.8,
      "end_s": 38.5,
      "text_en": "It is, sir.",
      "text_native": "है सर।"
    },
    {
      "ucid": "21112178953721771",
      "idx": 18,
      "speaker": "agent",
      "start_s": 38.6,
      "end_s": 40.0,
      "text_en": "Will you tell me the WhatsApp number once?",
      "text_native": "WhatsApp number बोलेंगे एक बार आप मुझे?"
    },
    {
      "ucid": "21112178953721771",
      "idx": 19,
      "speaker": "customer",
      "start_s": 40.2,
      "end_s": 41.5,
      "text_en": "This one is on WhatsApp.",
      "text_native": "ये वाला WhatsApp पे ही है।"
    },
    {
      "ucid": "21112178953721771",
      "idx": 20,
      "speaker": "agent",
      "start_s": 42.0,
      "end_s": 44.2,
      "text_en": "But I don't able to see, madam.",
      "text_native": "But I don't able to see, madam."
    },
    {
      "ucid": "21112178953721771",
      "idx": 21,
      "speaker": "agent",
      "start_s": 45.3,
      "end_s": 49.5,
      "text_en": "If you once, if you can ping me once, meaning if you tell me the number, then I can note it down.",
      "text_native": "एक बार मुझे अगर, एक बार मुझे आप ping कर देंगे, मतलब आप मुझे बता देंगे number, तो मैं note down कर लेता हूं।"
    },
    {
      "ucid": "21112178953721771",
      "idx": 22,
      "speaker": "customer",
      "start_s": 49.8,
      "end_s": 51.8,
      "text_en": "Sir, you please text, we are busy right now.",
      "text_native": "सर आप text कर दो please, अभी हम busy हैं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178953721771",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified the company and himself but failed to ask for permission or if it was a good time to talk."
    },
    {
      "ucid": "21112178953721771",
      "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 lead with a supply or price hook, instead jumping directly to asking for requirements."
    },
    {
      "ucid": "21112178953721771",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "और आपका कितना purchase रहता है वैसे monthly का?",
      "comment": "Agent only attempted to ask one of the six discovery questions before the customer deflected."
    },
    {
      "ucid": "21112178953721771",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the point where USPs could be pitched."
    },
    {
      "ucid": "21112178953721771",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "कुछ अभी requirement आ रही है MS steel में आपको?",
      "comment": "Agent successfully asked if a current requirement existed, which the customer denied."
    },
    {
      "ucid": "21112178953721771",
      "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 without an explicitly committed next step like a scheduled callback; it was just a vague agreement to send a WhatsApp message."
    }
  ],
  "objections": [
    {
      "ucid": "21112178953721771",
      "obj_type": "send_price_will_think",
      "state": "handled",
      "evidence": "मैं कह रही हूं WhatsApp कर दीजिए सर, details.",
      "response": "मैं WhatsApp आपको करता हूं, but अभी कुछ current में requirement plan हो रही है क्या, मुझे ये पूछना था आपसे।"
    }
  ],
  "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"
  ]
}