{
  "ucid": "21112178954978641",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 14:39:46",
  "end_time": "2026-09-16 14:41:26",
  "duration_sec": 100,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Send_Email",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd2778e43b4a307fc452e8a375cbf9d89.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1741,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954978641__DIAd2778e43b4a307fc452e8a375cbf9d89.mp3",
  "audio_bytes": 272592,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 90.864,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Royal Steel?\n[4s] CUSTOMER: Hello   (हेलो)\n[4s] AGENT: Hello   (हेलो)\n[5s] CUSTOMER: Yes?   (हां जी?)\n[6s] AGENT: Am I speaking with Royal Steel?   (Royal Steel में बात हो रहा है?)\n[7s] CUSTOMER: Yes.   (हां जी।)\n[8s] AGENT: Sir, Anupreeti speaking from JSW One.   (सर, अनुप्रीति बात कर रही हूं JSW One से।)\n[10s] CUSTOMER: Okay.\n[12s] AGENT: Sir, I wanted to know if you have any requirement for HR CR?   (सर, कोई requirement है क्या जानना था आपका HR CR में?)\n[14s] CUSTOMER: Not HR, I need CR. What is the current price for CR? According to that...   (HR नहीं, CR लगता है मेरेको। CR का price वगेरा क्या चल रहा है फिलहाल? उसके according...)\n[20s] AGENT: Yes sir, your... one second.   (जी सर, आपका... एक सेकंड।)\n[22s] AGENT: I will send you the price list. Do you only deal in CR or do you deal in others as well?   (Price list मैं भेजती हूं आपको। ये CR ही deal करते हो आप या बाकी भी deal करते हो?)\n[26s] CUSTOMER: [crosstalk] What happened? Yes, both cut CR only.   ([crosstalk] क्या हुआ? हां दोनों CR ही कटती है।)\n[28s] AGENT: Uh, in CR sir, what thickness?   (अह CR में सर thickness कौनसा?)\n[29s] CUSTOMER: I need CR from point nine to one.   (मेरेको CR में लगता है point nine से one.)\n[32s] AGENT: Point nine to one. And 1250?   (Point nine से one. And 1250?)\n[34s] CUSTOMER: It sometimes goes up to 1.5 as well.   (1.5 तक भी चला जाता है कभी कभी।)\n[36s] AGENT: Okay, okay.\n[38s] CUSTOMER: Yes, 1250 into our 2500... 3100.   (हां, 1250 into अपना 2500... 3100.)\n[40s] AGENT: 2500? Okay sir. 3100.\n[42s] CUSTOMER: 3100.\n[44s] AGENT: And sir, this, what is your end application? Meaning, are you in trading or manufacturing?   (और सर ये आपका आपका end application क्या है? मतलब आप trading में हो, manufacturing में हो?)\n[48s] CUSTOMER: Trading.\n[48s] AGENT: Okay. Okay sir.\n[50s] AGENT: And only JSW, or will another make also do?   (और JSW में ही क्या दूसरा make भी चलेगा?)\n[52s] CUSTOMER: Others will also do. You just tell me the rate.   (दूसरे में भी चलेगा। मेरेको आप rate बता दीजिए।)\n[55s] AGENT: Alright. Okay.   (ठीक है। Okay.)\n[56s] CUSTOMER: Yes.   (हां जी।)\n[57s] CUSTOMER: Okay, thank you.\n[58s] AGENT: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 32,
  "connected": 1,
  "audio_notes": "clear: There is some minor background chatter and crosstalk, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "32 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": 1.0,
  "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": "When a customer asks for price early, acknowledge their request but maintain control of the call by explaining you need a few more details (like quantity and location) to provide an accurate landed cost.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a trader, confirmed a requirement for CR coils and asked for the price. The agent gathered basic specifications like thickness and width but did not complete discovery or qualification. The call ended abruptly with the agent agreeing to send a price list without setting a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, Anupreeti speaking from JSW One.\", \"comment\": \"The agent identified herself and the company but failed to 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 immediately asking for the customer's requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"what is your end application? Meaning, are you in trading or manufacturing?\", \"comment\": \"The agent asked about business type, end application, and brand preference, covering 3 of the 6 discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent moved from discovery to ending the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, in CR sir, what thickness?\", \"comment\": \"The agent captured some product specifications (thickness, width) but failed to ask for critical qualifying information like quantity or delivery location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will send you the price list.\", \"comment\": \"The agent agreed to send a price list but did not establish a specific, committed next step like a quote turnaround time or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for price early, acknowledge their request but maintain control of the call by explaining you need a few more details (like quantity and location) to provide an accurate landed cost.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"mishandled\", \"evidence\": \"You just tell me the rate.\", \"response\": \"Alright. Okay.\"}], \"call_summary\": \"The customer, a trader, confirmed a requirement for CR coils and asked for the price. The agent gathered basic specifications like thickness and width but did not complete discovery or qualification. The call ended abruptly with the agent agreeing to send a price list without setting a firm next step.\"}",
  "error": null,
  "latency_ms": 33399,
  "input_tokens": 3369,
  "output_tokens": 798,
  "created_at": "2026-09-25 12:10:14",
  "sentiment": "positive",
  "sentiment_score": 0.647,
  "sentiment_confidence": "high",
  "pos": 10,
  "neg": 1,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.567,
  "agent_talk_sec": 26.5,
  "customer_talk_sec": 20.2,
  "dead_air_sec": 53.3,
  "longest_monologue_sec": 5.6,
  "agent_wpm": 235.5,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 15,
  "discovery_qs": 10,
  "words_agent": 104,
  "words_customer": 67,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178954978641",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.1,
      "end_s": 1.5,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178954978641",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 2.1,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178954978641",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 3.2,
      "text_en": "Royal Steel?",
      "text_native": "Royal Steel?"
    },
    {
      "ucid": "21112178954978641",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 4.0,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178954978641",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.4,
      "end_s": 4.8,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178954978641",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.1,
      "end_s": 5.5,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178954978641",
      "idx": 6,
      "speaker": "agent",
      "start_s": 5.7,
      "end_s": 6.9,
      "text_en": "Am I speaking with Royal Steel?",
      "text_native": "Royal Steel में बात हो रहा है?"
    },
    {
      "ucid": "21112178954978641",
      "idx": 7,
      "speaker": "customer",
      "start_s": 7.2,
      "end_s": 7.6,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178954978641",
      "idx": 8,
      "speaker": "agent",
      "start_s": 7.9,
      "end_s": 10.0,
      "text_en": "Sir, Anupreeti speaking from JSW One.",
      "text_native": "सर, अनुप्रीति बात कर रही हूं JSW One से।"
    },
    {
      "ucid": "21112178954978641",
      "idx": 9,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 10.8,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178954978641",
      "idx": 10,
      "speaker": "agent",
      "start_s": 11.5,
      "end_s": 14.0,
      "text_en": "Sir, I wanted to know if you have any requirement for HR CR?",
      "text_native": "सर, कोई requirement है क्या जानना था आपका HR CR में?"
    },
    {
      "ucid": "21112178954978641",
      "idx": 11,
      "speaker": "customer",
      "start_s": 14.4,
      "end_s": 19.0,
      "text_en": "Not HR, I need CR. What is the current price for CR? According to that...",
      "text_native": "HR नहीं, CR लगता है मेरेको। CR का price वगेरा क्या चल रहा है फिलहाल? उसके according..."
    },
    {
      "ucid": "21112178954978641",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.5,
      "end_s": 21.3,
      "text_en": "Yes sir, your... one second.",
      "text_native": "जी सर, आपका... एक सेकंड।"
    },
    {
      "ucid": "21112178954978641",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.1,
      "end_s": 25.9,
      "text_en": "I will send you the price list. Do you only deal in CR or do you deal in others as well?",
      "text_native": "Price list मैं भेजती हूं आपको। ये CR ही deal करते हो आप या बाकी भी deal करते हो?"
    },
    {
      "ucid": "21112178954978641",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 27.5,
      "text_en": "[crosstalk] What happened? Yes, both cut CR only.",
      "text_native": "[crosstalk] क्या हुआ? हां दोनों CR ही कटती है।"
    },
    {
      "ucid": "21112178954978641",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.6,
      "end_s": 29.1,
      "text_en": "Uh, in CR sir, what thickness?",
      "text_native": "अह CR में सर thickness कौनसा?"
    },
    {
      "ucid": "21112178954978641",
      "idx": 16,
      "speaker": "customer",
      "start_s": 29.4,
      "end_s": 32.2,
      "text_en": "I need CR from point nine to one.",
      "text_native": "मेरेको CR में लगता है point nine से one."
    },
    {
      "ucid": "21112178954978641",
      "idx": 17,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 34.2,
      "text_en": "Point nine to one. And 1250?",
      "text_native": "Point nine से one. And 1250?"
    },
    {
      "ucid": "21112178954978641",
      "idx": 18,
      "speaker": "customer",
      "start_s": 34.4,
      "end_s": 36.2,
      "text_en": "It sometimes goes up to 1.5 as well.",
      "text_native": "1.5 तक भी चला जाता है कभी कभी।"
    },
    {
      "ucid": "21112178954978641",
      "idx": 19,
      "speaker": "agent",
      "start_s": 36.4,
      "end_s": 37.2,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    },
    {
      "ucid": "21112178954978641",
      "idx": 20,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 40.1,
      "text_en": "Yes, 1250 into our 2500... 3100.",
      "text_native": "हां, 1250 into अपना 2500... 3100."
    },
    {
      "ucid": "21112178954978641",
      "idx": 21,
      "speaker": "agent",
      "start_s": 40.4,
      "end_s": 42.1,
      "text_en": "2500? Okay sir. 3100.",
      "text_native": "2500? Okay sir. 3100."
    },
    {
      "ucid": "21112178954978641",
      "idx": 22,
      "speaker": "customer",
      "start_s": 42.3,
      "end_s": 43.0,
      "text_en": "3100.",
      "text_native": "3100."
    },
    {
      "ucid": "21112178954978641",
      "idx": 23,
      "speaker": "agent",
      "start_s": 43.8,
      "end_s": 47.3,
      "text_en": "And sir, this, what is your end application? Meaning, are you in trading or manufacturing?",
      "text_native": "और सर ये आपका आपका end application क्या है? मतलब आप trading में हो, manufacturing में हो?"
    },
    {
      "ucid": "21112178954978641",
      "idx": 24,
      "speaker": "customer",
      "start_s": 47.5,
      "end_s": 48.1,
      "text_en": "Trading.",
      "text_native": "Trading."
    },
    {
      "ucid": "21112178954978641",
      "idx": 25,
      "speaker": "agent",
      "start_s": 48.4,
      "end_s": 49.3,
      "text_en": "Okay. Okay sir.",
      "text_native": "Okay. Okay sir."
    },
    {
      "ucid": "21112178954978641",
      "idx": 26,
      "speaker": "agent",
      "start_s": 50.1,
      "end_s": 52.0,
      "text_en": "And only JSW, or will another make also do?",
      "text_native": "और JSW में ही क्या दूसरा make भी चलेगा?"
    },
    {
      "ucid": "21112178954978641",
      "idx": 27,
      "speaker": "customer",
      "start_s": 52.2,
      "end_s": 54.4,
      "text_en": "Others will also do. You just tell me the rate.",
      "text_native": "दूसरे में भी चलेगा। मेरेको आप rate बता दीजिए।"
    },
    {
      "ucid": "21112178954978641",
      "idx": 28,
      "speaker": "agent",
      "start_s": 54.9,
      "end_s": 55.8,
      "text_en": "Alright. Okay.",
      "text_native": "ठीक है। Okay."
    },
    {
      "ucid": "21112178954978641",
      "idx": 29,
      "speaker": "customer",
      "start_s": 56.0,
      "end_s": 56.4,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178954978641",
      "idx": 30,
      "speaker": "customer",
      "start_s": 57.2,
      "end_s": 58.1,
      "text_en": "Okay, thank you.",
      "text_native": "Okay, thank you."
    },
    {
      "ucid": "21112178954978641",
      "idx": 31,
      "speaker": "agent",
      "start_s": 58.3,
      "end_s": 59.0,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178954978641",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, Anupreeti speaking from JSW One.",
      "comment": "The agent identified herself and the company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178954978641",
      "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 immediately asking for the customer's requirement."
    },
    {
      "ucid": "21112178954978641",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 3,
      "evidence": "what is your end application? Meaning, are you in trading or manufacturing?",
      "comment": "The agent asked about business type, end application, and brand preference, covering 3 of the 6 discovery questions."
    },
    {
      "ucid": "21112178954978641",
      "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; the agent moved from discovery to ending the call."
    },
    {
      "ucid": "21112178954978641",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh, in CR sir, what thickness?",
      "comment": "The agent captured some product specifications (thickness, width) but failed to ask for critical qualifying information like quantity or delivery location."
    },
    {
      "ucid": "21112178954978641",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will send you the price list.",
      "comment": "The agent agreed to send a price list but did not establish a specific, committed next step like a quote turnaround time or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178954978641",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "You just tell me the rate.",
      "response": "Alright. Okay."
    }
  ],
  "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": []
}