{
  "ucid": "21112178955730971",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 16:45:09",
  "end_time": "2026-09-16 16:46:30",
  "duration_sec": 81,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0b605276df604445c17ae477397cac5f.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1703,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955730971__DIA0b605276df604445c17ae477397cac5f.mp3",
  "audio_bytes": 181440,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 60.48,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[1s] AGENT: Hello.   (हॅलो.)\n[2s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello.   (हॅलो.)\n[3s] AGENT: Yes sir, good evening. This is Karthikeya speaking from JSW One.   (हां जी सर, गुड इवनिंग। कार्तिकेय बात कर रहा था सर JSW One से।)\n[5s] CUSTOMER: Yes, tell me sir.   (हां, बोलिए सर।)\n[6s] AGENT: Uh sir, is there any requirement for steel at Shri Sharda Packaging right now?   (अह सर, अभी श्री शारदा पैकेजिंग में कुछ रिक्वायरमेंट रहेगा अपना स्टील में?)\n[9s] CUSTOMER: There is a requirement, it's always there, more or less. But nothing comes from you, right? Nothing about dispatch, nothing about pricing comes.   (रिक्वायरमेंट तो है, रहता ही है आगे पीछे। लेकिन आपका कुछ आता नहीं है ना, डिस्पैच का, प्राइसिंग का कुछ आता नहीं है।)\n[14s] AGENT: Pricing, you...   (प्राइसिंग तो आप...)\n[14s] CUSTOMER: JSW One, your rate is expensive.   (JSW One आपका रेट महंगा रहता है।)\n[16s] AGENT: Oh, it's expensive, right?   (अच्छा, महंगा रहता है ना?)\n[17s] CUSTOMER: Yes. If it comes cheaper, let me know.   (हां। सस्ता आएगा तो मेरेको बोलियो।)\n[19s] AGENT: Okay. Whose do you buy now? AMNS's?   (अच्छा। अभी किसका AMNS का लेते हो आप?)\n[20s] CUSTOMER: No, CR.   (नहीं, CR.)\n[21s] AGENT: Yes sir? No, I mean brand, brand.   (हां जी सर? नहीं मतलब ब्रांड, ब्रांड।)\n[22s] CUSTOMER: CR.\n[22s] AGENT: CR from Tata, or AMNS, or JSW? Which brand?   (CR Tata का, या AMNS का, या JSW का? कौनसे ब्रांड का?)\n[25s] CUSTOMER: JSW's CR.   (JSW का CR का।)\n[26s] AGENT: Oh, you purchase JSW's CR, right?   (अच्छा, JSW का CR परचेस करते हैं ना?)\n[28s] CUSTOMER: Yes.   (हां।)\n[28s] AGENT: Okay. Okay. Okay. Okay sir, so about the pricing, I'll do something...   (ठीक है। ठीक है। ठीक है। ठीक है सर, तो सर प्राइसिंग का तो मैं कुछ...)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present on the agent's side but does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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": "When the customer raises a price objection early, acknowledge it but pivot back to discovery to understand their specific needs before trying to solve for price.",
  "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 packaging company to ask about steel requirements. The customer immediately objected that JSW One's prices are expensive, though they confirmed they have an ongoing need and currently buy JSW CR. The agent acknowledged the price concern but failed to conduct discovery or establish a clear next step, ending the call vaguely.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified JSW One but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook, instead opening directly by asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Whose do you buy now? AMNS's?\", \"comment\": \"Agent only asked about the current brand, failing to meet the minimum threshold of 3 questions for a partial pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement for steel at Shri Sharda Packaging right now?\", \"comment\": \"Agent asked if a requirement exists, but failed to capture any specific details (grade, quantity, etc.) after the customer confirmed.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, so about the pricing, I'll do something...\", \"comment\": \"The call ended with a vague, non-committal statement, not an explicit next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer raises a price objection early, acknowledge it but pivot back to discovery to understand their specific needs before trying to solve for price.\", \"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\": \"JSW One your rate is expensive.\", \"response\": \"Oh, it's expensive, right?\"}], \"call_summary\": \"The agent contacted a packaging company to ask about steel requirements. The customer immediately objected that JSW One's prices are expensive, though they confirmed they have an ongoing need and currently buy JSW CR. The agent acknowledged the price concern but failed to conduct discovery or establish a clear next step, ending the call vaguely.\"}",
  "error": null,
  "latency_ms": 29568,
  "input_tokens": 3172,
  "output_tokens": 776,
  "created_at": "2026-09-25 12:08:43",
  "sentiment": "negative",
  "sentiment_score": -0.408,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 3,
  "objection_phrases": "[\"price\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.584,
  "agent_talk_sec": 16.0,
  "customer_talk_sec": 11.4,
  "dead_air_sec": 53.6,
  "longest_monologue_sec": 2.8,
  "agent_wpm": 277.5,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 10,
  "discovery_qs": 8,
  "words_agent": 74,
  "words_customer": 49,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955730971",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.2,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178955730971",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.59,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178955730971",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.59,
      "end_s": 1.98,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178955730971",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.3,
      "end_s": 2.63,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178955730971",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.2,
      "end_s": 5.43,
      "text_en": "Yes sir, good evening. This is Karthikeya speaking from JSW One.",
      "text_native": "हां जी सर, गुड इवनिंग। कार्तिकेय बात कर रहा था सर JSW One से।"
    },
    {
      "ucid": "21112178955730971",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.43,
      "end_s": 6.1,
      "text_en": "Yes, tell me sir.",
      "text_native": "हां, बोलिए सर।"
    },
    {
      "ucid": "21112178955730971",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.34,
      "end_s": 9.0,
      "text_en": "Uh sir, is there any requirement for steel at Shri Sharda Packaging right now?",
      "text_native": "अह सर, अभी श्री शारदा पैकेजिंग में कुछ रिक्वायरमेंट रहेगा अपना स्टील में?"
    },
    {
      "ucid": "21112178955730971",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 13.54,
      "text_en": "There is a requirement, it's always there, more or less. But nothing comes from you, right? Nothing about dispatch, nothing about pricing comes.",
      "text_native": "रिक्वायरमेंट तो है, रहता ही है आगे पीछे। लेकिन आपका कुछ आता नहीं है ना, डिस्पैच का, प्राइसिंग का कुछ आता नहीं है।"
    },
    {
      "ucid": "21112178955730971",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.87,
      "end_s": 14.49,
      "text_en": "Pricing, you...",
      "text_native": "प्राइसिंग तो आप..."
    },
    {
      "ucid": "21112178955730971",
      "idx": 9,
      "speaker": "customer",
      "start_s": 14.49,
      "end_s": 16.0,
      "text_en": "JSW One, your rate is expensive.",
      "text_native": "JSW One आपका रेट महंगा रहता है।"
    },
    {
      "ucid": "21112178955730971",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.0,
      "end_s": 16.9,
      "text_en": "Oh, it's expensive, right?",
      "text_native": "अच्छा, महंगा रहता है ना?"
    },
    {
      "ucid": "21112178955730971",
      "idx": 11,
      "speaker": "customer",
      "start_s": 16.9,
      "end_s": 18.5,
      "text_en": "Yes. If it comes cheaper, let me know.",
      "text_native": "हां। सस्ता आएगा तो मेरेको बोलियो।"
    },
    {
      "ucid": "21112178955730971",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.8,
      "end_s": 20.0,
      "text_en": "Okay. Whose do you buy now? AMNS's?",
      "text_native": "अच्छा। अभी किसका AMNS का लेते हो आप?"
    },
    {
      "ucid": "21112178955730971",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 20.77,
      "text_en": "No, CR.",
      "text_native": "नहीं, CR."
    },
    {
      "ucid": "21112178955730971",
      "idx": 14,
      "speaker": "agent",
      "start_s": 20.77,
      "end_s": 21.8,
      "text_en": "Yes sir? No, I mean brand, brand.",
      "text_native": "हां जी सर? नहीं मतलब ब्रांड, ब्रांड।"
    },
    {
      "ucid": "21112178955730971",
      "idx": 15,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 22.2,
      "text_en": "CR.",
      "text_native": "CR."
    },
    {
      "ucid": "21112178955730971",
      "idx": 16,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 25.0,
      "text_en": "CR from Tata, or AMNS, or JSW? Which brand?",
      "text_native": "CR Tata का, या AMNS का, या JSW का? कौनसे ब्रांड का?"
    },
    {
      "ucid": "21112178955730971",
      "idx": 17,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 26.0,
      "text_en": "JSW's CR.",
      "text_native": "JSW का CR का।"
    },
    {
      "ucid": "21112178955730971",
      "idx": 18,
      "speaker": "agent",
      "start_s": 26.0,
      "end_s": 27.5,
      "text_en": "Oh, you purchase JSW's CR, right?",
      "text_native": "अच्छा, JSW का CR परचेस करते हैं ना?"
    },
    {
      "ucid": "21112178955730971",
      "idx": 19,
      "speaker": "customer",
      "start_s": 27.5,
      "end_s": 27.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178955730971",
      "idx": 20,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 30.5,
      "text_en": "Okay. Okay. Okay. Okay sir, so about the pricing, I'll do something...",
      "text_native": "ठीक है। ठीक है। ठीक है। ठीक है सर, तो सर प्राइसिंग का तो मैं कुछ..."
    }
  ],
  "steps": [
    {
      "ucid": "21112178955730971",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent greeted and identified JSW One but did not ask for permission to speak."
    },
    {
      "ucid": "21112178955730971",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not deliver a supply or price hook, instead opening directly by asking for requirements."
    },
    {
      "ucid": "21112178955730971",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Whose do you buy now? AMNS's?",
      "comment": "Agent only asked about the current brand, failing to meet the minimum threshold of 3 questions for a partial pass."
    },
    {
      "ucid": "21112178955730971",
      "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 during the call."
    },
    {
      "ucid": "21112178955730971",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement for steel at Shri Sharda Packaging right now?",
      "comment": "Agent asked if a requirement exists, but failed to capture any specific details (grade, quantity, etc.) after the customer confirmed."
    },
    {
      "ucid": "21112178955730971",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, so about the pricing, I'll do something...",
      "comment": "The call ended with a vague, non-committal statement, not an explicit next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178955730971",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "JSW One your rate is expensive.",
      "response": "Oh, it's expensive, right?"
    }
  ],
  "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": [
    "price"
  ]
}