{
  "ucid": "21112178954244581",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 12:37:25",
  "end_time": "2026-09-16 12:38:37",
  "duration_sec": 72,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA96f665a40a082794b0cb1ef95fcb05a6.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1755,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954244581__DIA96f665a40a082794b0cb1ef95fcb05a6.mp3",
  "audio_bytes": 159192,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 53.064,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[1s] AGENT: Hello, Eko Cool?   (हॅलो, इको कूल?)\n[2s] CUSTOMER: Yes, speak. Oh, he had gone inside.   (हा बोला. अरे ते आत मध्ये गेले होते.)\n[4s] AGENT: Sir, Anupreeti is speaking from JSW One.   (सर, अनुप्रीती बोलतीये JSW One मधून.)\n[6s] CUSTOMER: From where?   (कुठून?)\n[6s] AGENT: JSW One.\n[8s] CUSTOMER: Yes, speak.   (हा बोला.)\n[8s] AGENT: Sir, do you have any requirement for GI coil?   (सर, काही रिक्वायरमेंट आहे का तुमची GI coil मध्ये?)\n[11s] CUSTOMER: No, your rates are very high, right?   (नाही, तुमचे रेट खूप जास्त असतात ना.)\n[13s] AGENT: The rate, sir, at that time, I think you took the rate last month, right?   (रेट सर, आता त्या वेळी तुम्ही मागच्या महिन्यात घेतलेलं ना वाटतं रेट.)\n[16s] CUSTOMER: No, no. Last month an enquiry had come.   (नाही नाही. मागच्या महिन्यात एक इन्क्वायरी आली होती.)\n[18s] AGENT: That rate, sir, I will have to check after generating an enquiry.   (ते रेट सर बघावा लागेल मला, इन्क्वायरी जनरेट केल्यावर.)\n[21s] CUSTOMER: But what you get there, compared to us, do you get it delivered to your home?   (पण तुमच्या इकडे जे भेटते, आमच्या पेक्षा तुम्हाला घरपोच भेटते का त्यातला?)\n[24s] AGENT: Okay. Sir, is yours in manufacturing?   (अच्छा. तुमचं सर मॅन्युफॅक्चरिंग मध्ये आहे का?)\n[26s] CUSTOMER: Yes.   (हो.)\n[27s] AGENT: And what is the end application?   (आणि एंड ऍप्लिकेशन काय आहे?)\n[29s] CUSTOMER: Okay, I will speak later.   (ठीक आहे, बोलतो मी नंतर.)\n[32s] AGENT: Hello?   (हॅलो?)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise (hammering/banging) starts around the middle of the call and intensifies, making the last few seconds difficult to hear clearly.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": 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 the customer raises a price objection early, you must handle it directly by offering to compare the landed cost, rather than deflecting or ignoring it.",
  "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 customer about GI coils. The customer immediately objected that JSW's rates are too high. The agent attempted discovery but the customer deflected and ended the call before any meaningful information could be gathered or a next step established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, Anupreeti is speaking from JSW One.\", \"comment\": \"Agent introduced herself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for GI coil?\", \"comment\": \"Agent immediately asked for requirements instead of leading with a supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Sir, is yours in manufacturing? ... And what is the end application?\", \"comment\": \"Agent only asked 2 of the 6 required discovery questions before the customer disengaged.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for GI coil?\", \"comment\": \"Agent successfully asked if a current requirement existed, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I will speak later.\", \"comment\": \"The customer ended the call without a specific next step being committed by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer raises a price objection early, you must handle it directly by offering to compare the landed cost, rather than deflecting or ignoring it.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"No, your rates are very high, right?\", \"response\": \"The rate, sir, at that time, I think you took the rate last month, right?\"}], \"call_summary\": \"The agent contacted a manufacturing customer about GI coils. The customer immediately objected that JSW's rates are too high. The agent attempted discovery but the customer deflected and ended the call before any meaningful information could be gathered or a next step established.\"}",
  "error": null,
  "latency_ms": 23923,
  "input_tokens": 3061,
  "output_tokens": 771,
  "created_at": "2026-09-25 12:10:41",
  "sentiment": "negative",
  "sentiment_score": -0.357,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 3,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.543,
  "agent_talk_sec": 15.1,
  "customer_talk_sec": 12.7,
  "dead_air_sec": 44.2,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 242.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 6,
  "words_agent": 61,
  "words_customer": 49,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178954244581",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.37,
      "end_s": 0.87,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178954244581",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.09,
      "end_s": 1.83,
      "text_en": "Hello, Eko Cool?",
      "text_native": "हॅलो, इको कूल?"
    },
    {
      "ucid": "21112178954244581",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.98,
      "end_s": 3.54,
      "text_en": "Yes, speak. Oh, he had gone inside.",
      "text_native": "हा बोला. अरे ते आत मध्ये गेले होते."
    },
    {
      "ucid": "21112178954244581",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.83,
      "end_s": 5.53,
      "text_en": "Sir, Anupreeti is speaking from JSW One.",
      "text_native": "सर, अनुप्रीती बोलतीये JSW One मधून."
    },
    {
      "ucid": "21112178954244581",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.63,
      "end_s": 6.13,
      "text_en": "From where?",
      "text_native": "कुठून?"
    },
    {
      "ucid": "21112178954244581",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.26,
      "end_s": 7.1,
      "text_en": "JSW One.",
      "text_native": "JSW One."
    },
    {
      "ucid": "21112178954244581",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.53,
      "end_s": 8.03,
      "text_en": "Yes, speak.",
      "text_native": "हा बोला."
    },
    {
      "ucid": "21112178954244581",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.26,
      "end_s": 10.5,
      "text_en": "Sir, do you have any requirement for GI coil?",
      "text_native": "सर, काही रिक्वायरमेंट आहे का तुमची GI coil मध्ये?"
    },
    {
      "ucid": "21112178954244581",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.6,
      "end_s": 12.5,
      "text_en": "No, your rates are very high, right?",
      "text_native": "नाही, तुमचे रेट खूप जास्त असतात ना."
    },
    {
      "ucid": "21112178954244581",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 15.5,
      "text_en": "The rate, sir, at that time, I think you took the rate last month, right?",
      "text_native": "रेट सर, आता त्या वेळी तुम्ही मागच्या महिन्यात घेतलेलं ना वाटतं रेट."
    },
    {
      "ucid": "21112178954244581",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 18.5,
      "text_en": "No, no. Last month an enquiry had come.",
      "text_native": "नाही नाही. मागच्या महिन्यात एक इन्क्वायरी आली होती."
    },
    {
      "ucid": "21112178954244581",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 21.0,
      "text_en": "That rate, sir, I will have to check after generating an enquiry.",
      "text_native": "ते रेट सर बघावा लागेल मला, इन्क्वायरी जनरेट केल्यावर."
    },
    {
      "ucid": "21112178954244581",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 23.8,
      "text_en": "But what you get there, compared to us, do you get it delivered to your home?",
      "text_native": "पण तुमच्या इकडे जे भेटते, आमच्या पेक्षा तुम्हाला घरपोच भेटते का त्यातला?"
    },
    {
      "ucid": "21112178954244581",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.9,
      "end_s": 26.2,
      "text_en": "Okay. Sir, is yours in manufacturing?",
      "text_native": "अच्छा. तुमचं सर मॅन्युफॅक्चरिंग मध्ये आहे का?"
    },
    {
      "ucid": "21112178954244581",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.3,
      "end_s": 26.7,
      "text_en": "Yes.",
      "text_native": "हो."
    },
    {
      "ucid": "21112178954244581",
      "idx": 15,
      "speaker": "agent",
      "start_s": 26.9,
      "end_s": 28.5,
      "text_en": "And what is the end application?",
      "text_native": "आणि एंड ऍप्लिकेशन काय आहे?"
    },
    {
      "ucid": "21112178954244581",
      "idx": 16,
      "speaker": "customer",
      "start_s": 29.0,
      "end_s": 30.5,
      "text_en": "Okay, I will speak later.",
      "text_native": "ठीक आहे, बोलतो मी नंतर."
    },
    {
      "ucid": "21112178954244581",
      "idx": 17,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 33.0,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178954244581",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, Anupreeti is speaking from JSW One.",
      "comment": "Agent introduced herself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178954244581",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for GI coil?",
      "comment": "Agent immediately asked for requirements instead of leading with a supply or price hook."
    },
    {
      "ucid": "21112178954244581",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "Sir, is yours in manufacturing? ... And what is the end application?",
      "comment": "Agent only asked 2 of the 6 required discovery questions before the customer disengaged."
    },
    {
      "ucid": "21112178954244581",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs were pitched."
    },
    {
      "ucid": "21112178954244581",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for GI coil?",
      "comment": "Agent successfully asked if a current requirement existed, which is the core intent of this step."
    },
    {
      "ucid": "21112178954244581",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I will speak later.",
      "comment": "The customer ended the call without a specific next step being committed by the agent."
    }
  ],
  "objections": [
    {
      "ucid": "21112178954244581",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "No, your rates are very high, right?",
      "response": "The rate, sir, at that time, I think you took the rate last month, right?"
    }
  ],
  "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": []
}