{
  "ucid": "21112178953731351",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 11:11:53",
  "end_time": "2026-09-16 11:13:30",
  "duration_sec": 97,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3bcf166fda8e11ca515a26f04615d351.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1787,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178953731351__DIA3bcf166fda8e11ca515a26f04615d351.mp3",
  "audio_bytes": 260712,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 86.904,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[4s] CUSTOMER: Hello   (हॅलो)\n[5s] AGENT: Yes Ankit ji, hello. This is Rohit speaking from JSW One.   (हां अंकित जी नमस्ते, रोहित बात कर रहा हूं JSW One से।)\n[8s] CUSTOMER: Yes.   (हां जी।)\n[9s] AGENT: Uh, it's showing your company as JSW Steels. Do you have any requirement in MS right now?   (अह ये आपका कंपनी दिखा रहा है JSW Steels करके। कुछ रिक्वायरमेंट है अभी MS में?)\n[14s] CUSTOMER: What are the rates for 2 mm HR?   (2 mm का HR के रेट है?)\n[16s] AGENT: For 2 mm? 64 plus one. It will be 65 rupees, 65, around 65.   (2 mm का? 64 प्लस वन। 65 रुपए होगा, 65, 65 के अराउंड।)\n[20s] CUSTOMER: FOR or X?   (For या X?)\n[21s] AGENT: Where do you need it?   (कहां पे चाहिए आपको?)\n[22s] CUSTOMER: Aligarh.   (अलीगढ़।)\n[23s] AGENT: You need it in Aligarh? This is X-works, X-Ghaziabad.   (अलीगढ़ में चाहिए? ये X-works है, X-गाजियाबाद है।)\n[26s] CUSTOMER: Where in Ghaziabad are you speaking from?   (गाजियाबाद में कहां से बोल रहे हैं?)\n[28s] AGENT: Loha Mandi.   (लोहा मंडी।)\n[30s] CUSTOMER: Okay.   (अच्छा।)\n[31s] AGENT: Yes.   (हां।)\n[32s] CUSTOMER: Hmm.   (हम्म।)\n[32s] AGENT: It's available right now, a good quantity of 2 mm material is available.   (पड़ा हुआ है अभी तो 2 mm का अच्छा खासा पड़ा हुआ है मटेरियल।)\n[35s] CUSTOMER: With slitting done on it?   (उसमें स्लिटिंग करा के?)\n[36s] AGENT: Yes?   (हां?)\n[37s] CUSTOMER: With slitting?   (स्लिटिंग करा के?)\n[38s] AGENT: Yes, we do slitting.   (स्लिटिंग हां कराते हैं ना।)\n[40s] AGENT: What thickness? What is the minimum... what is the size for slitting? Minimum?   (कितना थिकनेस? मिनिमम कितना वो है? साइज कितना है स्लिटिंग का? मिनिमम?)\n[42s] CUSTOMER: 60 mm.\n[43s] AGENT: Eight? 8 mm?   (आठ? 8 mm?)\n[44s] CUSTOMER: 60.\n[46s] AGENT: Yes, okay, it can be done.   (हां, ठीक है, हो जाएगा।)\n[48s] CUSTOMER: What will be the rate with slitting?   (क्या रेट पड़ेगा स्लिटिंग करा के?)\n[50s] AGENT: For slitting, eight... how much are you saying?   (स्लिटिंग का आठ, कितना बोल रहे हैं आप?)\n[51s] CUSTOMER: I will call you back in a little while.   (मैं आपको अभी थोड़ी देर में कॉल बैक करता हूं।)\n[53s] AGENT: Okay. I will send it to you on WhatsApp.   (ठीक है। मैं आपको WhatsApp पे डाल देता हूं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 31,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the agent's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "31 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": 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 to control the conversation. By skipping the hook and discovery, you allowed the customer to turn the call into a simple price check, losing the opportunity to build value.",
  "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": "Agent confirmed 2mm HR is in stock: \"It's available right now, a good quantity of 2 mm material is available.\"",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately asked for the price of 2mm HR coil for Aligarh. The agent provided an ex-Ghaziabad price and confirmed stock availability and the possibility of slitting service. The customer ended the call stating they would call back, and the agent offered to send details via WhatsApp without securing a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes Ankit ji, hello. This is Rohit speaking from JSW One.\", \"comment\": \"Agent failed to ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in MS right now?\", \"comment\": \"Agent did not lead with a supply or price hook, instead immediately asking for a requirement, which let the customer take control.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six core discovery questions; the conversation went directly to a specific product inquiry.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was conducted to understand the customer's needs or priorities.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Where do you need it?\", \"comment\": \"While the customer stated a requirement, the agent failed to capture critical details like quantity, width, or required delivery date.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay. I will send it to you on WhatsApp.\", \"comment\": \"The call ended without a committed next step; sending details to WhatsApp is not a specific, time-bound action like a formal quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure to control the conversation. By skipping the hook and discovery, you allowed the customer to turn the call into a simple price check, losing the opportunity to build value.\", \"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\": \"Agent confirmed 2mm HR is in stock: \\\"It's available right now, a good quantity of 2 mm material is available.\\\"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer immediately asked for the price of 2mm HR coil for Aligarh. The agent provided an ex-Ghaziabad price and confirmed stock availability and the possibility of slitting service. The customer ended the call stating they would call back, and the agent offered to send details via WhatsApp without securing a firm next step.\"}",
  "error": null,
  "latency_ms": 26521,
  "input_tokens": 3384,
  "output_tokens": 790,
  "created_at": "2026-09-25 12:12:14",
  "sentiment": "neutral",
  "sentiment_score": 0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.694,
  "agent_talk_sec": 25.8,
  "customer_talk_sec": 11.4,
  "dead_air_sec": 59.8,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 276.7,
  "interruptions": 0,
  "agent_turns": 16,
  "customer_turns": 15,
  "discovery_qs": 11,
  "words_agent": 119,
  "words_customer": 50,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178953731351",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.38,
      "end_s": 1.8,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178953731351",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.4,
      "end_s": 2.77,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178953731351",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.18,
      "end_s": 4.56,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178953731351",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.4,
      "end_s": 7.5,
      "text_en": "Yes Ankit ji, hello. This is Rohit speaking from JSW One.",
      "text_native": "हां अंकित जी नमस्ते, रोहित बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 8.46,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.0,
      "end_s": 13.8,
      "text_en": "Uh, it's showing your company as JSW Steels. Do you have any requirement in MS right now?",
      "text_native": "अह ये आपका कंपनी दिखा रहा है JSW Steels करके। कुछ रिक्वायरमेंट है अभी MS में?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.48,
      "end_s": 15.8,
      "text_en": "What are the rates for 2 mm HR?",
      "text_native": "2 mm का HR के रेट है?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.1,
      "end_s": 19.8,
      "text_en": "For 2 mm? 64 plus one. It will be 65 rupees, 65, around 65.",
      "text_native": "2 mm का? 64 प्लस वन। 65 रुपए होगा, 65, 65 के अराउंड।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.1,
      "end_s": 20.7,
      "text_en": "FOR or X?",
      "text_native": "For या X?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 21.9,
      "text_en": "Where do you need it?",
      "text_native": "कहां पे चाहिए आपको?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.2,
      "end_s": 22.7,
      "text_en": "Aligarh.",
      "text_native": "अलीगढ़।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.3,
      "end_s": 25.3,
      "text_en": "You need it in Aligarh? This is X-works, X-Ghaziabad.",
      "text_native": "अलीगढ़ में चाहिए? ये X-works है, X-गाजियाबाद है।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 12,
      "speaker": "customer",
      "start_s": 26.2,
      "end_s": 27.5,
      "text_en": "Where in Ghaziabad are you speaking from?",
      "text_native": "गाजियाबाद में कहां से बोल रहे हैं?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 13,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 28.5,
      "text_en": "Loha Mandi.",
      "text_native": "लोहा मंडी।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 30.2,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 15,
      "speaker": "agent",
      "start_s": 30.9,
      "end_s": 31.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 16,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 32.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 17,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 34.8,
      "text_en": "It's available right now, a good quantity of 2 mm material is available.",
      "text_native": "पड़ा हुआ है अभी तो 2 mm का अच्छा खासा पड़ा हुआ है मटेरियल।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 18,
      "speaker": "customer",
      "start_s": 34.8,
      "end_s": 35.8,
      "text_en": "With slitting done on it?",
      "text_native": "उसमें स्लिटिंग करा के?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 19,
      "speaker": "agent",
      "start_s": 36.1,
      "end_s": 36.4,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 20,
      "speaker": "customer",
      "start_s": 36.9,
      "end_s": 37.6,
      "text_en": "With slitting?",
      "text_native": "स्लिटिंग करा के?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 21,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 39.1,
      "text_en": "Yes, we do slitting.",
      "text_native": "स्लिटिंग हां कराते हैं ना।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 22,
      "speaker": "agent",
      "start_s": 39.6,
      "end_s": 42.0,
      "text_en": "What thickness? What is the minimum... what is the size for slitting? Minimum?",
      "text_native": "कितना थिकनेस? मिनिमम कितना वो है? साइज कितना है स्लिटिंग का? मिनिमम?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 23,
      "speaker": "customer",
      "start_s": 42.4,
      "end_s": 43.0,
      "text_en": "60 mm.",
      "text_native": "60 mm."
    },
    {
      "ucid": "21112178953731351",
      "idx": 24,
      "speaker": "agent",
      "start_s": 43.4,
      "end_s": 44.1,
      "text_en": "Eight? 8 mm?",
      "text_native": "आठ? 8 mm?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 25,
      "speaker": "customer",
      "start_s": 44.4,
      "end_s": 44.9,
      "text_en": "60.",
      "text_native": "60."
    },
    {
      "ucid": "21112178953731351",
      "idx": 26,
      "speaker": "agent",
      "start_s": 46.1,
      "end_s": 47.2,
      "text_en": "Yes, okay, it can be done.",
      "text_native": "हां, ठीक है, हो जाएगा।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 27,
      "speaker": "customer",
      "start_s": 47.8,
      "end_s": 49.0,
      "text_en": "What will be the rate with slitting?",
      "text_native": "क्या रेट पड़ेगा स्लिटिंग करा के?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 28,
      "speaker": "agent",
      "start_s": 49.5,
      "end_s": 50.8,
      "text_en": "For slitting, eight... how much are you saying?",
      "text_native": "स्लिटिंग का आठ, कितना बोल रहे हैं आप?"
    },
    {
      "ucid": "21112178953731351",
      "idx": 29,
      "speaker": "customer",
      "start_s": 51.3,
      "end_s": 53.1,
      "text_en": "I will call you back in a little while.",
      "text_native": "मैं आपको अभी थोड़ी देर में कॉल बैक करता हूं।"
    },
    {
      "ucid": "21112178953731351",
      "idx": 30,
      "speaker": "agent",
      "start_s": 53.4,
      "end_s": 55.1,
      "text_en": "Okay. I will send it to you on WhatsApp.",
      "text_native": "ठीक है। मैं आपको WhatsApp पे डाल देता हूं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178953731351",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes Ankit ji, hello. This is Rohit speaking from JSW One.",
      "comment": "Agent failed to ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178953731351",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement in MS right now?",
      "comment": "Agent did not lead with a supply or price hook, instead immediately asking for a requirement, which let the customer take control."
    },
    {
      "ucid": "21112178953731351",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the six core discovery questions; the conversation went directly to a specific product inquiry."
    },
    {
      "ucid": "21112178953731351",
      "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 because no discovery was conducted to understand the customer's needs or priorities."
    },
    {
      "ucid": "21112178953731351",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Where do you need it?",
      "comment": "While the customer stated a requirement, the agent failed to capture critical details like quantity, width, or required delivery date."
    },
    {
      "ucid": "21112178953731351",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay. I will send it to you on WhatsApp.",
      "comment": "The call ended without a committed next step; sending details to WhatsApp is not a specific, time-bound action like a formal 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": []
}