{
  "ucid": "21112178955747972",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 16:47:59",
  "end_time": "2026-09-16 16:50:13",
  "duration_sec": 134,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb22e6a1c9fe901b6323940fcd08a3298.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1702,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955747972__DIAb22e6a1c9fe901b6323940fcd08a3298.mp3",
  "audio_bytes": 346680,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 115.56,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.   (हॅलो.)\n[3s] AGENT: Hello.   (हॅलो.)\n[4s] AGENT: Yes.   (हां जी.)\n[5s] AGENT: Sir, greetings.   (सर नमस्कार.)\n[6s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[6s] AGENT: Yes, I was calling from JSW One, sir.   (जी, JSW One से बात कर रहा था सर जी।)\n[8s] CUSTOMER: From JSW One? Yes, tell me.   (JSW One से? हां बोलिए।)\n[9s] AGENT: Do you have any requirement right now? For steel?   (कोई रिक्वायरमेंट है अभी? स्टील का?)\n[10s] CUSTOMER: No, no sir, no.   (नहीं, नहीं सर, नहीं।)\n[12s] AGENT: Okay. Alright sir, if you have one, let me know.   (अच्छा। ठीक है सर, हो जाएगा तो बताइएगा।)\n[14s] CUSTOMER: No sir, I don't get the right rates from you. Last time, one or two of your associates had called. They had a completely different logic. I mean, the rate that we think we should get if it's a direct JSW platform, we get it at a plus of two or three rupees from the market.   (नहीं सर वो रेट नहीं मिल पाते ना आपसे। वो लास्ट टाइम आपके एक दो असोसिएट थे उन्होंने कॉल किया था। उनका कुछ अलग ही फंडा था। वो मैं मतलब जो रेट आप लोग हम लोग सोचते हैं कि डायरेक्ट अगर अ जेएसडब्ल्यू का प्लेटफॉर्म है तो हमको जो रेट मिलना चाहिए वो मार्केट से प्लस ही मिलता है दो तीन रुपया।)\n[22s] CUSTOMER: So their... their point was that you... no, their point was that brother, your requirement is for five tons and you are looking for the rate for fifty tons. So sir, that doesn't make any sense, sir.   (तो उनका ये उनका ये कहना था कि आप नहीं, उनका ये कहना था कि भई आपकी रिक्वायरमेंट पांच टन की है और आप पचास टन की अ रेट ढूंढ रहे हो। तो सर वो तो कोई सेंस सेंस नहीं बनता है सर वो।)\n[29s] AGENT: Okay, last time you gave a requirement for three tons, sir. Now in that, if you say you're getting it two rupees cheaper, that's not possible, is it?   (ठीक है, आपने लास्ट टाइम तीन टन का रिक्वायरमेंट दिया था सर जी। अब उसमें आप कहोगे कि दो रुपये सस्ता मिल रहा है, वो तो पॉसिबल नहीं है ना?)\n[33s] CUSTOMER: No, I was getting it, sir. I am not just saying it out of thin air. Because when we give you the requirement, we also check the requirement in the market.   (नहीं मिल रहा था ना सर, मैं ऐसे ही हवा में तो नहीं बोल रहा हूं आपको। हम क्योंकि आपको जब रिक्वायरमेंट देते तो हम मार्केट में भी मार्केट में भी रिक्वायरमेंट करते ही हैं वो।)\n[37s] AGENT: Look, I provide a primary brand with a test certificate. If you are getting an auction or... if you are getting an auction or some such brand, an old down coil, or a brand, a material without a TC, then we don't have the bandwidth to match the rate for that, sir.   (देखो, प्राइमरी ब्रांड देता हूं मैं टेस्ट सर्टिफिकेट के साथ। अगर आपको ऑक्शन या फिर अगर आपको ऑक्शन या फिर किसी ऐसा ब्रांड अ पुराना डाउन कॉइल मिल रहा हो या फिर जो ब्रांड जो मटेरियल बिना टीसी का हो, तो उसके लिए रेट मैच करने का हमारा वो नहीं है सर, बैंडविड्थ।)\n[46s] CUSTOMER: Sir, I am talking about primary. TC... primary material, I only take material with TC. I don't take secondary down coil.   (सर मैं प्राइमरी की बात कर रहा हूं। टीसी प्राइमरी मटेरियल, टीसी वाला मटेरियल ही लेता हूं मैं। मैं सेकेंडरी डाउन कॉइल नहीं लेता।)\n[50s] AGENT: So it's cheaper by two rupees, two rupees... the company has been running for so many years, material goes all over India. No one would quote a wrong rate, would they?   (तो दो रुपये में सस्ता है, दो रुपये इतने साल से कंपनी चल रही है, ऑल ओवर इंडिया मटेरियल जाता है। कोई गलत रेट थोड़ी ना कोट करेगा बंदा।)\n[54s] CUSTOMER: You tell me, a difference of five hundred rupees up or down is understandable, you are straight away talking about two rupees.   (आप बताओ, ये पांच सौ रुपये तक समझ में आती है ऊपर नीचे, दो रुपये आप कह रहे हो सीधा।)\n[57s] CUSTOMER: You sir, I... I told you and your person last time, please don't call, sir. There's no benefit for you in this either, you mean...   (आप सर मैं मैंने लास्ट टाइम आपको आपके और आपके उनको भी बोला था मैंने, आप ना फोन किया करें सर। आपका भी कुछ फायदा नहीं इसमें, आप मतलब)\n[61s] AGENT: Alright, alright. Okay, okay. Yes.   (ठीक है, ठीक है। ओके, ओके। हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 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": 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 opens with a strong objection about past pricing, acknowledge their frustration instead of defending the past; then, pivot to the present by offering a competitive quote on a current need to demonstrate value now.",
  "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 opened by asking for a requirement, but the customer immediately raised a strong objection about uncompetitive pricing from a previous call. The agent became defensive and argued about the quality difference (primary vs. auction material) instead of trying to re-engage. The call ended with the customer explicitly asking not to be contacted again.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, I was calling from JSW One, sir. Do you have any requirement right now?\", \"comment\": \"Agent did not use the customer's name or ask for permission before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; instead, he immediately asked for a requirement, which is a qualification step.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was immediately derailed by a customer objection about past pricing.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent's statements were defensive reactions to the customer's price complaint, not a proactive pitch.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement right now? For steel?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the first part of qualification.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, alright. Okay, okay. Yes.\", \"comment\": \"No next step was committed; the call ended with the customer asking not to be called again and the agent agreeing.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer opens with a strong objection about past pricing, acknowledge their frustration instead of defending the past; then, pivot to the present by offering a competitive quote on a current need to demonstrate value now.\", \"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 sir, I don't get the right rates from you... we get it at a plus of two or three rupees from the market.\", \"response\": \"Look, I provide a primary brand with a test certificate. If you are getting an auction or... a material without a TC, then we don't have the bandwidth to match the rate for that, sir.\"}], \"call_summary\": \"The agent opened by asking for a requirement, but the customer immediately raised a strong objection about uncompetitive pricing from a previous call. The agent became defensive and argued about the quality difference (primary vs. auction material) instead of trying to re-engage. The call ended with the customer explicitly asking not to be contacted again.\"}",
  "error": null,
  "latency_ms": 22957,
  "input_tokens": 3675,
  "output_tokens": 862,
  "created_at": "2026-09-25 12:08:35",
  "sentiment": "negative",
  "sentiment_score": -0.692,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 7,
  "lex_hits": 12,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.426,
  "agent_talk_sec": 23.2,
  "customer_talk_sec": 31.2,
  "dead_air_sec": 79.6,
  "longest_monologue_sec": 9.0,
  "agent_wpm": 380.2,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 10,
  "discovery_qs": 4,
  "words_agent": 147,
  "words_customer": 206,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955747972",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.58,
      "end_s": 2.1,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178955747972",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.1,
      "end_s": 3.51,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178955747972",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.3,
      "end_s": 4.58,
      "text_en": "Yes.",
      "text_native": "हां जी."
    },
    {
      "ucid": "21112178955747972",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.61,
      "end_s": 5.13,
      "text_en": "Sir, greetings.",
      "text_native": "सर नमस्कार."
    },
    {
      "ucid": "21112178955747972",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.6,
      "end_s": 6.0,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.17,
      "end_s": 7.5,
      "text_en": "Yes, I was calling from JSW One, sir.",
      "text_native": "जी, JSW One से बात कर रहा था सर जी।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 8.97,
      "text_en": "From JSW One? Yes, tell me.",
      "text_native": "JSW One से? हां बोलिए।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.1,
      "end_s": 10.3,
      "text_en": "Do you have any requirement right now? For steel?",
      "text_native": "कोई रिक्वायरमेंट है अभी? स्टील का?"
    },
    {
      "ucid": "21112178955747972",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 11.4,
      "text_en": "No, no sir, no.",
      "text_native": "नहीं, नहीं सर, नहीं।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.9,
      "end_s": 13.7,
      "text_en": "Okay. Alright sir, if you have one, let me know.",
      "text_native": "अच्छा। ठीक है सर, हो जाएगा तो बताइएगा।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 22.0,
      "text_en": "No sir, I don't get the right rates from you. Last time, one or two of your associates had called. They had a completely different logic. I mean, the rate that we think we should get if it's a direct JSW platform, we get it at a plus of two or three rupees from the market.",
      "text_native": "नहीं सर वो रेट नहीं मिल पाते ना आपसे। वो लास्ट टाइम आपके एक दो असोसिएट थे उन्होंने कॉल किया था। उनका कुछ अलग ही फंडा था। वो मैं मतलब जो रेट आप लोग हम लोग सोचते हैं कि डायरेक्ट अगर अ जेएसडब्ल्यू का प्लेटफॉर्म है तो हमको जो रेट मिलना चाहिए वो मार्केट से प्लस ही मिलता है दो तीन रुपया।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 11,
      "speaker": "customer",
      "start_s": 22.2,
      "end_s": 28.8,
      "text_en": "So their... their point was that you... no, their point was that brother, your requirement is for five tons and you are looking for the rate for fifty tons. So sir, that doesn't make any sense, sir.",
      "text_native": "तो उनका ये उनका ये कहना था कि आप नहीं, उनका ये कहना था कि भई आपकी रिक्वायरमेंट पांच टन की है और आप पचास टन की अ रेट ढूंढ रहे हो। तो सर वो तो कोई सेंस सेंस नहीं बनता है सर वो।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 12,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 32.8,
      "text_en": "Okay, last time you gave a requirement for three tons, sir. Now in that, if you say you're getting it two rupees cheaper, that's not possible, is it?",
      "text_native": "ठीक है, आपने लास्ट टाइम तीन टन का रिक्वायरमेंट दिया था सर जी। अब उसमें आप कहोगे कि दो रुपये सस्ता मिल रहा है, वो तो पॉसिबल नहीं है ना?"
    },
    {
      "ucid": "21112178955747972",
      "idx": 13,
      "speaker": "customer",
      "start_s": 33.1,
      "end_s": 37.0,
      "text_en": "No, I was getting it, sir. I am not just saying it out of thin air. Because when we give you the requirement, we also check the requirement in the market.",
      "text_native": "नहीं मिल रहा था ना सर, मैं ऐसे ही हवा में तो नहीं बोल रहा हूं आपको। हम क्योंकि आपको जब रिक्वायरमेंट देते तो हम मार्केट में भी मार्केट में भी रिक्वायरमेंट करते ही हैं वो।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 14,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 46.0,
      "text_en": "Look, I provide a primary brand with a test certificate. If you are getting an auction or... if you are getting an auction or some such brand, an old down coil, or a brand, a material without a TC, then we don't have the bandwidth to match the rate for that, sir.",
      "text_native": "देखो, प्राइमरी ब्रांड देता हूं मैं टेस्ट सर्टिफिकेट के साथ। अगर आपको ऑक्शन या फिर अगर आपको ऑक्शन या फिर किसी ऐसा ब्रांड अ पुराना डाउन कॉइल मिल रहा हो या फिर जो ब्रांड जो मटेरियल बिना टीसी का हो, तो उसके लिए रेट मैच करने का हमारा वो नहीं है सर, बैंडविड्थ।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 15,
      "speaker": "customer",
      "start_s": 46.2,
      "end_s": 49.5,
      "text_en": "Sir, I am talking about primary. TC... primary material, I only take material with TC. I don't take secondary down coil.",
      "text_native": "सर मैं प्राइमरी की बात कर रहा हूं। टीसी प्राइमरी मटेरियल, टीसी वाला मटेरियल ही लेता हूं मैं। मैं सेकेंडरी डाउन कॉइल नहीं लेता।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 16,
      "speaker": "agent",
      "start_s": 49.5,
      "end_s": 53.2,
      "text_en": "So it's cheaper by two rupees, two rupees... the company has been running for so many years, material goes all over India. No one would quote a wrong rate, would they?",
      "text_native": "तो दो रुपये में सस्ता है, दो रुपये इतने साल से कंपनी चल रही है, ऑल ओवर इंडिया मटेरियल जाता है। कोई गलत रेट थोड़ी ना कोट करेगा बंदा।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 17,
      "speaker": "customer",
      "start_s": 53.8,
      "end_s": 56.5,
      "text_en": "You tell me, a difference of five hundred rupees up or down is understandable, you are straight away talking about two rupees.",
      "text_native": "आप बताओ, ये पांच सौ रुपये तक समझ में आती है ऊपर नीचे, दो रुपये आप कह रहे हो सीधा।"
    },
    {
      "ucid": "21112178955747972",
      "idx": 18,
      "speaker": "customer",
      "start_s": 56.7,
      "end_s": 60.8,
      "text_en": "You sir, I... I told you and your person last time, please don't call, sir. There's no benefit for you in this either, you mean...",
      "text_native": "आप सर मैं मैंने लास्ट टाइम आपको आपके और आपके उनको भी बोला था मैंने, आप ना फोन किया करें सर। आपका भी कुछ फायदा नहीं इसमें, आप मतलब"
    },
    {
      "ucid": "21112178955747972",
      "idx": 19,
      "speaker": "agent",
      "start_s": 60.8,
      "end_s": 62.0,
      "text_en": "Alright, alright. Okay, okay. Yes.",
      "text_native": "ठीक है, ठीक है। ओके, ओके। हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955747972",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, I was calling from JSW One, sir. Do you have any requirement right now?",
      "comment": "Agent did not use the customer's name or ask for permission before jumping into the reason for the call."
    },
    {
      "ucid": "21112178955747972",
      "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 hook; instead, he immediately asked for a requirement, which is a qualification step."
    },
    {
      "ucid": "21112178955747972",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the call was immediately derailed by a customer objection about past pricing."
    },
    {
      "ucid": "21112178955747972",
      "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's statements were defensive reactions to the customer's price complaint, not a proactive pitch."
    },
    {
      "ucid": "21112178955747972",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement right now? For steel?",
      "comment": "Agent successfully asked if a current requirement exists, which is the first part of qualification."
    },
    {
      "ucid": "21112178955747972",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Alright, alright. Okay, okay. Yes.",
      "comment": "No next step was committed; the call ended with the customer asking not to be called again and the agent agreeing."
    }
  ],
  "objections": [
    {
      "ucid": "21112178955747972",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "No sir, I don't get the right rates from you... we get it at a plus of two or three rupees from the market.",
      "response": "Look, I provide a primary brand with a test certificate. If you are getting an auction or... a material without a TC, then we don't have the bandwidth to match the rate for that, sir."
    }
  ],
  "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": []
}