{
  "ucid": "21112178953722741",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 11:10:27",
  "end_time": "2026-09-16 11:12:17",
  "duration_sec": 110,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA017d89236a8a2117c05739216383f986.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1788,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953722741__DIA017d89236a8a2117c05739216383f986.mp3",
  "audio_bytes": 289872,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 96.624,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[1s] AGENT: Hello?   (हॅलो?)\n[2s] CUSTOMER: Yes.   (हा.)\n[2s] AGENT: Uh, am I speaking with Mahesh ji from SRV Engineering?   (अह, एस आर वी इंजिनिअरिंग महेश जी से बात हो रही है?)\n[4s] CUSTOMER: Yes.   (हा.)\n[5s] AGENT: Sir, greetings. I'm calling from JSW One, sir, Jindal Steel Works Mumbai.   (सर, नमस्कार. JSW One मधून बोलतोय सर, जिंदाल स्टील वर्क्स मुंबई.)\n[8s] CUSTOMER: From where?   (कुठून?)\n[8s] AGENT: JSW One MSME, Jindal Steel Works Mumbai head office.   (JSW One MSME, जिंदाल स्टील वर्क्स मुंबई हेड ऑफिस.)\n[11s] CUSTOMER: Yes.   (हा.)\n[12s] AGENT: Sir, can you hear me? Hello?   (सर, आवाज येतोय का? हॅलो?)\n[14s] CUSTOMER: Yes.   (हो.)\n[14s] AGENT: Yes sir, I'm calling from JSW One, sir, Jindal Steel Works.   (हा सर, JSW One मधून बोलतोय सर, जिंदाल स्टील वर्क्स.)\n[16s] CUSTOMER: Yes.   (हा.)\n[17s] AGENT: Uh, sir, this account of yours was registered, SRV Engineering Works for the Pune location. So I wanted to speak regarding that. Do you have any live requirement for HR sheets, sir?   (अह, सर आपला हा अकाउंट registered होता एस आर वी इंजिनिअरिंग वर्क्स पुणे लोकेशन साठी. तर त्याच्या संदर्भात एकदा मला बोलायचं होतं. काही आहे सध्या live requirement सर HR sheets मध्ये?)\n[24s] CUSTOMER: Our requirements are small, two-two, three-three tons, meaning if it's 15-20 tons, it will be of different thicknesses.   (आमचं requirement कमी असतात, दोन दोन तीन तीन टनाचे, म्हणजे पंधरा वीस टन असोबत वेगवेगळ्या थिकनेस मध्ये.)\n[29s] AGENT: In total, yes, it's in mixed sizes.   (मोजून हा, मिक्स मिक्स साईझेस मध्ये असतो.)\n[31s] CUSTOMER: Yes.   (हा.)\n[32s] AGENT: Sir, that is completely okay. See, how it is, we also have material in standard cut, sir.   (सर, that is completely okay. बघा कसं असतं, आमच्याकडे स्टॅंडर्ड कट मटेरियल मध्ये पण माल राहतो साहेब.)\n[35s] CUSTOMER: Hm.   (हं.)\n[36s] AGENT: So, this or it's like, if our material is being processed for someone else's separate order, we can club the material in that as well, sir.   (So, या किंवा असं असतं की कधी आपलं मटेरियल प्रोसेसिंग होत असेल कोणाचं वेगळं असं ऑर्डर, त्यांच्यामध्ये आपण क्लब पण करू शकतो साहेब माल.)\n[41s] CUSTOMER: Hm hm.   (हं हं.)\n[42s] AGENT: So if that is the concern, we can serve accordingly as well, sir. That is not any issue. Yes, for example, if there is some issue in that, I will tell you from my side that sir, this is the issue in this, we can do it like this in this. If that is feasible for you, we can opt for that option also, right?   (So if that is the concern, आपण त्याप्रमाणे पण सर्व्ह करू शकतो साहेब. That is not any issue. हा, for example मग त्यांच्यामध्ये काही इशू असेल, ते मी तुम्हाला समोरूनही सांगणार की सर यांच्यामध्ये हा इशू आहे, आपल्याला असं करू शकता आपण यांच्यामध्ये. If that is feasible for you, we can opt that option also ना?)\n[52s] CUSTOMER: Okay okay, I'll tell you what it is.   (ठीक आहे ठीक आहे, सांगतो मी काय असेल.)\n[54s] AGENT: Right? I have sent you a WhatsApp from my personal number now, sir. Dhruv Sharma is my name. Right? If there is any need, please tell me, sir.   (है ना? मी तुम्हाला सर माझा पर्सनल नंबर शी WhatsApp ठेव टाकलाय आता. ध्रुव शर्मा is my name. है ना? काही गरज असेल तर सांगा ना मला सर.)\n[60s] CUSTOMER: Okay, okay.\n[61s] AGENT: Thank you.",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"Hindi\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: The agent briefly speaks in Hindi at the beginning, but the rest of the conversation is in Marathi.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must follow the pitch structure, especially discovery. Without asking questions about the customer's business, you cannot have a meaningful sales conversation or offer a relevant solution.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 agent contacted an engineering company in Pune. The customer stated their requirements are for small quantities (2-3 tons at a time). The agent failed to conduct any discovery or pitch any USPs, but did attempt to address the low quantity concern by suggesting order clubbing. The call ended without a concrete next step, with the agent asking the customer to call back if a need arises.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, launching directly into the reason for the call after the introduction.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions about the customer's business, application, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any of the standard USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any live requirement for HR sheets, sir?\", \"comment\": \"Although the agent asked if a requirement exists, they failed to capture any specific details (grade, thickness, etc.) when the customer responded.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there is any need, please tell me, sir.\", \"comment\": \"The call ended with a passive, non-committal instruction, not an agreed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure, especially discovery. Without asking questions about the customer's business, you cannot have a meaningful sales conversation or offer a relevant solution.\", \"segment_detected\": \"manufacturing\", \"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\": [], \"call_summary\": \"The agent contacted an engineering company in Pune. The customer stated their requirements are for small quantities (2-3 tons at a time). The agent failed to conduct any discovery or pitch any USPs, but did attempt to address the low quantity concern by suggesting order clubbing. The call ended without a concrete next step, with the agent asking the customer to call back if a need arises.\"}",
  "error": null,
  "latency_ms": 29589,
  "input_tokens": 3585,
  "output_tokens": 732,
  "created_at": "2026-09-25 12:12:18",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 1,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.794,
  "agent_talk_sec": 44.0,
  "customer_talk_sec": 11.4,
  "dead_air_sec": 54.6,
  "longest_monologue_sec": 10.0,
  "agent_wpm": 308.2,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 13,
  "discovery_qs": 8,
  "words_agent": 226,
  "words_customer": 43,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178953722741",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.39,
      "end_s": 0.89,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178953722741",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.07,
      "end_s": 1.4,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178953722741",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 1.93,
      "text_en": "Yes.",
      "text_native": "हा."
    },
    {
      "ucid": "21112178953722741",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.28,
      "end_s": 4.0,
      "text_en": "Uh, am I speaking with Mahesh ji from SRV Engineering?",
      "text_native": "अह, एस आर वी इंजिनिअरिंग महेश जी से बात हो रही है?"
    },
    {
      "ucid": "21112178953722741",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.24,
      "end_s": 4.54,
      "text_en": "Yes.",
      "text_native": "हा."
    },
    {
      "ucid": "21112178953722741",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.79,
      "end_s": 7.52,
      "text_en": "Sir, greetings. I'm calling from JSW One, sir, Jindal Steel Works Mumbai.",
      "text_native": "सर, नमस्कार. JSW One मधून बोलतोय सर, जिंदाल स्टील वर्क्स मुंबई."
    },
    {
      "ucid": "21112178953722741",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.62,
      "end_s": 8.07,
      "text_en": "From where?",
      "text_native": "कुठून?"
    },
    {
      "ucid": "21112178953722741",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.27,
      "end_s": 10.82,
      "text_en": "JSW One MSME, Jindal Steel Works Mumbai head office.",
      "text_native": "JSW One MSME, जिंदाल स्टील वर्क्स मुंबई हेड ऑफिस."
    },
    {
      "ucid": "21112178953722741",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 11.3,
      "text_en": "Yes.",
      "text_native": "हा."
    },
    {
      "ucid": "21112178953722741",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.86,
      "end_s": 13.21,
      "text_en": "Sir, can you hear me? Hello?",
      "text_native": "सर, आवाज येतोय का? हॅलो?"
    },
    {
      "ucid": "21112178953722741",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 13.8,
      "text_en": "Yes.",
      "text_native": "हो."
    },
    {
      "ucid": "21112178953722741",
      "idx": 11,
      "speaker": "agent",
      "start_s": 14.05,
      "end_s": 16.25,
      "text_en": "Yes sir, I'm calling from JSW One, sir, Jindal Steel Works.",
      "text_native": "हा सर, JSW One मधून बोलतोय सर, जिंदाल स्टील वर्क्स."
    },
    {
      "ucid": "21112178953722741",
      "idx": 12,
      "speaker": "customer",
      "start_s": 16.5,
      "end_s": 16.8,
      "text_en": "Yes.",
      "text_native": "हा."
    },
    {
      "ucid": "21112178953722741",
      "idx": 13,
      "speaker": "agent",
      "start_s": 17.2,
      "end_s": 23.5,
      "text_en": "Uh, sir, this account of yours was registered, SRV Engineering Works for the Pune location. So I wanted to speak regarding that. Do you have any live requirement for HR sheets, sir?",
      "text_native": "अह, सर आपला हा अकाउंट registered होता एस आर वी इंजिनिअरिंग वर्क्स पुणे लोकेशन साठी. तर त्याच्या संदर्भात एकदा मला बोलायचं होतं. काही आहे सध्या live requirement सर HR sheets मध्ये?"
    },
    {
      "ucid": "21112178953722741",
      "idx": 14,
      "speaker": "customer",
      "start_s": 23.8,
      "end_s": 29.0,
      "text_en": "Our requirements are small, two-two, three-three tons, meaning if it's 15-20 tons, it will be of different thicknesses.",
      "text_native": "आमचं requirement कमी असतात, दोन दोन तीन तीन टनाचे, म्हणजे पंधरा वीस टन असोबत वेगवेगळ्या थिकनेस मध्ये."
    },
    {
      "ucid": "21112178953722741",
      "idx": 15,
      "speaker": "agent",
      "start_s": 29.1,
      "end_s": 30.8,
      "text_en": "In total, yes, it's in mixed sizes.",
      "text_native": "मोजून हा, मिक्स मिक्स साईझेस मध्ये असतो."
    },
    {
      "ucid": "21112178953722741",
      "idx": 16,
      "speaker": "customer",
      "start_s": 31.0,
      "end_s": 31.3,
      "text_en": "Yes.",
      "text_native": "हा."
    },
    {
      "ucid": "21112178953722741",
      "idx": 17,
      "speaker": "agent",
      "start_s": 31.5,
      "end_s": 35.0,
      "text_en": "Sir, that is completely okay. See, how it is, we also have material in standard cut, sir.",
      "text_native": "सर, that is completely okay. बघा कसं असतं, आमच्याकडे स्टॅंडर्ड कट मटेरियल मध्ये पण माल राहतो साहेब."
    },
    {
      "ucid": "21112178953722741",
      "idx": 18,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 35.5,
      "text_en": "Hm.",
      "text_native": "हं."
    },
    {
      "ucid": "21112178953722741",
      "idx": 19,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 41.0,
      "text_en": "So, this or it's like, if our material is being processed for someone else's separate order, we can club the material in that as well, sir.",
      "text_native": "So, या किंवा असं असतं की कधी आपलं मटेरियल प्रोसेसिंग होत असेल कोणाचं वेगळं असं ऑर्डर, त्यांच्यामध्ये आपण क्लब पण करू शकतो साहेब माल."
    },
    {
      "ucid": "21112178953722741",
      "idx": 20,
      "speaker": "customer",
      "start_s": 41.2,
      "end_s": 41.8,
      "text_en": "Hm hm.",
      "text_native": "हं हं."
    },
    {
      "ucid": "21112178953722741",
      "idx": 21,
      "speaker": "agent",
      "start_s": 42.0,
      "end_s": 52.0,
      "text_en": "So if that is the concern, we can serve accordingly as well, sir. That is not any issue. Yes, for example, if there is some issue in that, I will tell you from my side that sir, this is the issue in this, we can do it like this in this. If that is feasible for you, we can opt for that option also, right?",
      "text_native": "So if that is the concern, आपण त्याप्रमाणे पण सर्व्ह करू शकतो साहेब. That is not any issue. हा, for example मग त्यांच्यामध्ये काही इशू असेल, ते मी तुम्हाला समोरूनही सांगणार की सर यांच्यामध्ये हा इशू आहे, आपल्याला असं करू शकता आपण यांच्यामध्ये. If that is feasible for you, we can opt that option also ना?"
    },
    {
      "ucid": "21112178953722741",
      "idx": 22,
      "speaker": "customer",
      "start_s": 52.2,
      "end_s": 54.0,
      "text_en": "Okay okay, I'll tell you what it is.",
      "text_native": "ठीक आहे ठीक आहे, सांगतो मी काय असेल."
    },
    {
      "ucid": "21112178953722741",
      "idx": 23,
      "speaker": "agent",
      "start_s": 54.2,
      "end_s": 59.5,
      "text_en": "Right? I have sent you a WhatsApp from my personal number now, sir. Dhruv Sharma is my name. Right? If there is any need, please tell me, sir.",
      "text_native": "है ना? मी तुम्हाला सर माझा पर्सनल नंबर शी WhatsApp ठेव टाकलाय आता. ध्रुव शर्मा is my name. है ना? काही गरज असेल तर सांगा ना मला सर."
    },
    {
      "ucid": "21112178953722741",
      "idx": 24,
      "speaker": "customer",
      "start_s": 59.7,
      "end_s": 60.5,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    },
    {
      "ucid": "21112178953722741",
      "idx": 25,
      "speaker": "agent",
      "start_s": 60.7,
      "end_s": 61.8,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178953722741",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak, launching directly into the reason for the call after the introduction."
    },
    {
      "ucid": "21112178953722741",
      "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 asking directly for a requirement."
    },
    {
      "ucid": "21112178953722741",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked zero discovery questions about the customer's business, application, or procurement habits."
    },
    {
      "ucid": "21112178953722741",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any of the standard USPs."
    },
    {
      "ucid": "21112178953722741",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any live requirement for HR sheets, sir?",
      "comment": "Although the agent asked if a requirement exists, they failed to capture any specific details (grade, thickness, etc.) when the customer responded."
    },
    {
      "ucid": "21112178953722741",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If there is any need, please tell me, sir.",
      "comment": "The call ended with a passive, non-committal instruction, not an agreed next step 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)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}