{
  "ucid": "21112178955171661",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 15:11:56",
  "end_time": "2026-09-16 15:13:27",
  "duration_sec": 91,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrong_Number",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA10a79fa599ce16af186adf94d863c721.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1730,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955171661__DIA10a79fa599ce16af186adf94d863c721.mp3",
  "audio_bytes": 187488,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 62.496,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (ഹലോ)\n[2s] AGENT: Ah hello, is this Mr. Joseph?   (ആ ഹലോ ഇത് മിസ്റ്റർ ജോസഫ് അല്ലേ?)\n[4s] CUSTOMER: Yes.   (അതെ.)\n[4s] AGENT: Joseph, this is Jeevan speaking. I'm from the JSW One platform.   (ജോസഫ് ഇത് ഞാൻ ജീവനാണ് സംസാരിക്കുന്നത്. JSW One പ്ലാറ്റ്ഫോമിൽ ഇരുന്നാണ്.)\n[8s] CUSTOMER: JSW One?\n[9s] AGENT: Ah, JSW One.   (ആ JSW One.)\n[10s] CUSTOMER: Ah.   (ആ.)\n[11s] AGENT: Joseph, here on this JSW One platform, a registration was done in the name of Timber Roofing Engineering System. So, for now, is there any requirement for HR, CR, coil, sheet, or anything like that?   (ജോസഫ് ഇവിടെ ഈ JSW One പ്ലാറ്റ്ഫോമിൽ ടിംബർ റൂഫിംഗ് എഞ്ചിനീയറിംഗ് സിസ്റ്റം പേരിൽ ഒരു രജിസ്ട്രേഷൻ നടത്തിയിരുന്നു. അപ്പൊ ഇപ്പോത്തേക്ക് എന്തെങ്കിലും എച്ച് ആർ, സി ആർ, കോയിൽ, ഷീറ്റ് എന്തെങ്കിലും റിക്വയർമെന്റ് ഉണ്ടോ?)\n[18s] CUSTOMER: No, no. We had given that. But it wasn't exactly suitable. That's why we are not using it now.   (ഇല്ല ഇല്ല. നമ്മൾ അത് കൊടുത്തിരുന്നു. പക്ഷെ അത് കറക്റ്റ് സ്യൂട്ടബിൾ ആയില്ല. അത് കാരണം അത് ഇപ്പൊ ഉപയോഗിക്കുന്നില്ല.)\n[22s] AGENT: Is that so? What was given?   (ആണല്ലേ? എന്താ കൊടുത്തിരുന്നത്?)\n[23s] CUSTOMER: What was given?   (എന്താ കൊടുത്തിരുന്നത്?)\n[25s] CUSTOMER: No, the rate in it is not suitable for us. Then, they had mentioned about credit for a certain number of days. That didn't happen either. The rate... the rate is also... your rate is higher than the credit we take from everywhere else. That's one thing. So because of that, sir, we don't need it now. We are not taking it. We don't want it. Cancel it and cut it off.   (അല്ല അത് നമുക്ക് അതിൽ റേറ്റ് സ്യൂട്ടബിൾ ആവുന്നില്ല. പിന്നെ അത് ഇത്ര ദിവസം ക്രെഡിറ്റിന്റെ കാര്യം പറഞ്ഞിട്ടുണ്ടായിരുന്നു. അതൊന്നും ആയില്ല. റേറ്റും റേറ്റും നമുക്ക് എല്ലാടത്തേക്കും നമ്മൾ ക്രെഡിറ്റ് എടുക്കുന്നതിനേക്കാളും കൂടുതലാണ് നിങ്ങളുടെ റേറ്റ്. ഒന്ന്. അപ്പൊ അത് കാരണം സാറിനോട് ഇപ്പൊ നമുക്ക് അത് വേണ്ട. അത് നമ്മൾ എടുക്കുന്നില്ല അത്. അത് നമുക്ക് വേണ്ട. അത് ക്യാൻസൽ ചെയ്ത് അത് കട്ട് ചെയ്തോളൂ.)\n[37s] AGENT: Okay. Which material was it?   (ഓക്കേ. അത് ഏത് മെറ്റീരിയൽ ആയിരുന്നു?)",
  "language": "Malayalam",
  "languages": "[\"Malayalam\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly louder than the agent's.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "13 turns, clean transcript (0% inaudible)",
  "band_language": "Malayalam",
  "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 a customer raises objections from a past negative experience, you must handle those specific objections (price, credit) using the playbook instead of just asking for historical details.",
  "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 registered lead from 'Timber Roofing Engineering System'. The customer immediately objected, citing a past negative experience with JSW One regarding high prices and an unfulfilled promise of credit. The agent's attempt to investigate the past issue was cut short as the customer firmly requested to cancel their registration and ended the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and the customer but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent immediately asked for requirements instead of leading with a value-based hook on price or availability.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business; the customer's objections pre-empted any discovery.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was shut down by the customer before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"is there any requirement for HR, CR, coil, sheet, or anything like that?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the core intent of this step when the answer is no.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer terminated the call, and no next step was agreed upon or proposed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises objections from a past negative experience, you must handle those specific objections (price, credit) using the playbook instead of just asking for historical details.\", \"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\": \"the rate in it is not suitable for us... your rate is higher than the credit we take from everywhere else.\", \"response\": \"Okay. Which material was it?\"}, {\"obj_type\": \"credit\", \"state\": \"mishandled\", \"evidence\": \"they had mentioned about credit for a certain number of days. That didn't happen either.\", \"response\": \"Okay. Which material was it?\"}], \"call_summary\": \"The agent contacted a registered lead from 'Timber Roofing Engineering System'. The customer immediately objected, citing a past negative experience with JSW One regarding high prices and an unfulfilled promise of credit. The agent's attempt to investigate the past issue was cut short as the customer firmly requested to cancel their registration and ended the call.\"}",
  "error": null,
  "latency_ms": 29996,
  "input_tokens": 3212,
  "output_tokens": 840,
  "created_at": "2026-09-25 12:09:43",
  "sentiment": "negative",
  "sentiment_score": -0.778,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 7,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.437,
  "agent_talk_sec": 14.6,
  "customer_talk_sec": 18.8,
  "dead_air_sec": 57.6,
  "longest_monologue_sec": 7.0,
  "agent_wpm": 271.2,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 66,
  "words_customer": 99,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955171661",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.6,
      "end_s": 1.1,
      "text_en": "Hello",
      "text_native": "ഹലോ"
    },
    {
      "ucid": "21112178955171661",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 3.2,
      "text_en": "Ah hello, is this Mr. Joseph?",
      "text_native": "ആ ഹലോ ഇത് മിസ്റ്റർ ജോസഫ് അല്ലേ?"
    },
    {
      "ucid": "21112178955171661",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.5,
      "end_s": 3.9,
      "text_en": "Yes.",
      "text_native": "അതെ."
    },
    {
      "ucid": "21112178955171661",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.5,
      "end_s": 7.3,
      "text_en": "Joseph, this is Jeevan speaking. I'm from the JSW One platform.",
      "text_native": "ജോസഫ് ഇത് ഞാൻ ജീവനാണ് സംസാരിക്കുന്നത്. JSW One പ്ലാറ്റ്ഫോമിൽ ഇരുന്നാണ്."
    },
    {
      "ucid": "21112178955171661",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.6,
      "text_en": "JSW One?",
      "text_native": "JSW One?"
    },
    {
      "ucid": "21112178955171661",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.9,
      "end_s": 9.6,
      "text_en": "Ah, JSW One.",
      "text_native": "ആ JSW One."
    },
    {
      "ucid": "21112178955171661",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 10.3,
      "text_en": "Ah.",
      "text_native": "ആ."
    },
    {
      "ucid": "21112178955171661",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.8,
      "end_s": 17.8,
      "text_en": "Joseph, here on this JSW One platform, a registration was done in the name of Timber Roofing Engineering System. So, for now, is there any requirement for HR, CR, coil, sheet, or anything like that?",
      "text_native": "ജോസഫ് ഇവിടെ ഈ JSW One പ്ലാറ്റ്ഫോമിൽ ടിംബർ റൂഫിംഗ് എഞ്ചിനീയറിംഗ് സിസ്റ്റം പേരിൽ ഒരു രജിസ്ട്രേഷൻ നടത്തിയിരുന്നു. അപ്പൊ ഇപ്പോത്തേക്ക് എന്തെങ്കിലും എച്ച് ആർ, സി ആർ, കോയിൽ, ഷീറ്റ് എന്തെങ്കിലും റിക്വയർമെന്റ് ഉണ്ടോ?"
    },
    {
      "ucid": "21112178955171661",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.8,
      "end_s": 21.8,
      "text_en": "No, no. We had given that. But it wasn't exactly suitable. That's why we are not using it now.",
      "text_native": "ഇല്ല ഇല്ല. നമ്മൾ അത് കൊടുത്തിരുന്നു. പക്ഷെ അത് കറക്റ്റ് സ്യൂട്ടബിൾ ആയില്ല. അത് കാരണം അത് ഇപ്പൊ ഉപയോഗിക്കുന്നില്ല."
    },
    {
      "ucid": "21112178955171661",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 23.4,
      "text_en": "Is that so? What was given?",
      "text_native": "ആണല്ലേ? എന്താ കൊടുത്തിരുന്നത്?"
    },
    {
      "ucid": "21112178955171661",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.4,
      "end_s": 24.3,
      "text_en": "What was given?",
      "text_native": "എന്താ കൊടുത്തിരുന്നത്?"
    },
    {
      "ucid": "21112178955171661",
      "idx": 11,
      "speaker": "customer",
      "start_s": 24.8,
      "end_s": 36.8,
      "text_en": "No, the rate in it is not suitable for us. Then, they had mentioned about credit for a certain number of days. That didn't happen either. The rate... the rate is also... your rate is higher than the credit we take from everywhere else. That's one thing. So because of that, sir, we don't need it now. We are not taking it. We don't want it. Cancel it and cut it off.",
      "text_native": "അല്ല അത് നമുക്ക് അതിൽ റേറ്റ് സ്യൂട്ടബിൾ ആവുന്നില്ല. പിന്നെ അത് ഇത്ര ദിവസം ക്രെഡിറ്റിന്റെ കാര്യം പറഞ്ഞിട്ടുണ്ടായിരുന്നു. അതൊന്നും ആയില്ല. റേറ്റും റേറ്റും നമുക്ക് എല്ലാടത്തേക്കും നമ്മൾ ക്രെഡിറ്റ് എടുക്കുന്നതിനേക്കാളും കൂടുതലാണ് നിങ്ങളുടെ റേറ്റ്. ഒന്ന്. അപ്പൊ അത് കാരണം സാറിനോട് ഇപ്പൊ നമുക്ക് അത് വേണ്ട. അത് നമ്മൾ എടുക്കുന്നില്ല അത്. അത് നമുക്ക് വേണ്ട. അത് ക്യാൻസൽ ചെയ്ത് അത് കട്ട് ചെയ്തോളൂ."
    },
    {
      "ucid": "21112178955171661",
      "idx": 12,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 38.2,
      "text_en": "Okay. Which material was it?",
      "text_native": "ഓക്കേ. അത് ഏത് മെറ്റീരിയൽ ആയിരുന്നു?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955171661",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified himself and the customer but did not ask for permission to speak."
    },
    {
      "ucid": "21112178955171661",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent immediately asked for requirements instead of leading with a value-based hook on price or availability."
    },
    {
      "ucid": "21112178955171661",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business; the customer's objections pre-empted any discovery."
    },
    {
      "ucid": "21112178955171661",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was shut down by the customer before any USPs could be pitched."
    },
    {
      "ucid": "21112178955171661",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "is there any requirement for HR, CR, coil, sheet, or anything like that?",
      "comment": "The agent successfully asked if a current requirement exists, which is the core intent of this step when the answer is no."
    },
    {
      "ucid": "21112178955171661",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer terminated the call, and no next step was agreed upon or proposed."
    }
  ],
  "objections": [
    {
      "ucid": "21112178955171661",
      "obj_type": "credit",
      "state": "mishandled",
      "evidence": "they had mentioned about credit for a certain number of days. That didn't happen either.",
      "response": "Okay. Which material was it?"
    },
    {
      "ucid": "21112178955171661",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "the rate in it is not suitable for us... your rate is higher than the credit we take from everywhere else.",
      "response": "Okay. Which material was it?"
    }
  ],
  "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": []
}