{
  "ucid": "21112178955846471",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:04:24",
  "end_time": "2026-09-16 17:06:09",
  "duration_sec": 105,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa431e90b3b42c8817d154f9ec8eac926.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1699,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955846471__DIAa431e90b3b42c8817d154f9ec8eac926.mp3",
  "audio_bytes": 258552,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 86.184,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[3s] AGENT: Sir, I was calling from JSW One.   (सर JSW One से बात कर रहा था।)\n[5s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[6s] AGENT: Uh sir, is there any requirement in sheet metal etc. right now?   (अ सर कुछ रिक्वायरमेंट में है शीट मेटल वगेरा में अभी?)\n[8s] CUSTOMER: Uh, in sheet?   (अ शीट में है क्या?)\n[9s] AGENT: Yes, yes.   (हां हां।)\n[11s] CUSTOMER: Which sheet in sheet?   (शीट में कौनसा शीट?)\n[12s] AGENT: HR, CR, GI, GP, PPGL.\n[14s] CUSTOMER: Eh, what is the rate for PPGL right now, sir?   (ए PPGL का क्या रेट है सर अभी?)\n[16s] AGENT: In which grade, sir? Swagat, Indradhanush, Color On, Indradhanush.   (कौनसा ग्रेड में सर? स्वागत, इंद्रधनुष, Color On, इंद्रधनुष।)\n[18s] CUSTOMER: Color, color.   (कलर, कलर।)\n[19s] AGENT: In Color On, it will cost us 108 plus GST, ex-Kalamboli, sir.   (Color On में पड़ जाएगा सर अपने को एक सौ आठ प्लस GST, ex-Kalamboli.)\n[22s] CUSTOMER: And 108 rupees plus GST.   (और एक सौ आठ रुपये प्लस GST.)\n[24s] AGENT: Hmm.   (हम्म।)\n[25s] CUSTOMER: Yes.   (हां।)\n[27s] CUSTOMER: Uh, won't it be any less, sir? Indradhanush is your brand, right?   (अ कुछ कम नहीं होगा सर? इंद्रधनुष ब्रांड है ना आपका?)\n[29s] AGENT: No, mine will be JSW Color On Plus.   (नहीं, मेरा JSW Color On Plus आएगा।)\n[31s] CUSTOMER: Okay.   (अच्छा।)\n[32s] AGENT: This is AZ 150, the one with a 15-year warranty.   (ये AZ 150 है, पंद्रह साल वॉरंटी वाला।)\n[34s] CUSTOMER: Okay.   (अच्छा।)\n[35s] AGENT: Yes.   (हां।)\n[36s] AGENT: Indradhanush comes without warranty, without TC, without watermark, sir.   (इंद्रधनुष without warranty, without TC, without watermark आता है सर।)\n[39s] CUSTOMER: Okay.   (अच्छा।)\n[40s] AGENT: Bhushan's.   (भूषण का।)\n[40s] CUSTOMER: Hmm.   (हम्म।)\n[41s] CUSTOMER: No, I wanted Indradhanush only, so its rate is not this much, sir.   (नहीं मुझे ना इंद्रधनुष ही चाहिए था तो इतना रेट नहीं है सर इसका।)\n[44s] AGENT: Indradhanush is less, sir. What I am telling you, I am telling you for Color On Plus, sir.   (इंद्रधनुष कम है सर। ये जो मैं बता रहा हूं, ये Color On Plus का बता रहा हूं सर आपको मैं।)\n[46s] CUSTOMER: Okay, okay.   (अच्छा अच्छा।)\n[47s] AGENT: That's why.   (इसके लिए।)\n[48s] CUSTOMER: No, only Indradhanush works for us.   (नहीं, हमारा इंद्रधनुष ही चलता है हमारे को।)\n[50s] AGENT: It works, right? I will send you the rate for Indradhanush.   (चलता है ना? मैं आपको इंद्रधनुष का रेट भेजता हूं।)\n[52s] CUSTOMER: And, also put its rates in.   (और है ना उसके रेट भी डाल दीजिए।)\n[54s] AGENT: Yes, okay.   (हां, ठीक है।)\n[55s] AGENT: Hmm.   (हम्म।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 36,
  "connected": 1,
  "audio_notes": "clear: Some background chatter from other agents is present but does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "36 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)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "You must control the call from the beginning. Follow the script to ask for permission and deliver the hook before asking for requirements, which will allow you to lead the discovery process.",
  "usp_relevance": "matched",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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 skipped the opener and discovery, immediately asking for requirements. The customer took control, requesting a price for a specific competitor product (Indradhanush). The agent pitched a superior JSW product but, facing resistance, ultimately agreed to send a quote for the competitor brand as requested.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One. Uh sir, is there any requirement in sheet metal etc. right now?\", \"comment\": \"The agent identified JSW One but did not ask for permission to speak, jumping directly into a requirement check.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement in sheet metal etc. right now?\", \"comment\": \"The agent did not lead with a supply or price hook; instead, they immediately asked if the customer had a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, such as what they manufacture or their monthly consumption.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"This is AZ 150, the one with a 15-year warranty.\", \"comment\": \"When the customer asked about a competitor brand, the agent correctly pitched the quality and warranty of the equivalent JSW product.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"In which grade, sir?\", \"comment\": \"The agent asked for the grade but failed to capture any other critical qualifying details like thickness, quantity, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will send you the rate for Indradhanush.\", \"comment\": \"The agent committed to a clear next step of sending the requested rate to the customer.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You must control the call from the beginning. Follow the script to ask for permission and deliver the hook before asking for requirements, which will allow you to lead the discovery process.\", \"segment_detected\": \"unknown\", \"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\": \"Uh, won't it be any less, sir?\", \"response\": \"No, mine will be JSW Color On Plus.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"No, only Indradhanush works for us.\", \"response\": \"It works, right? I will send you the rate for Indradhanush.\"}], \"call_summary\": \"The agent skipped the opener and discovery, immediately asking for requirements. The customer took control, requesting a price for a specific competitor product (Indradhanush). The agent pitched a superior JSW product but, facing resistance, ultimately agreed to send a quote for the competitor brand as requested.\"}",
  "error": null,
  "latency_ms": 36588,
  "input_tokens": 3530,
  "output_tokens": 908,
  "created_at": "2026-09-25 12:08:44",
  "sentiment": "neutral",
  "sentiment_score": 0.1,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 2,
  "lex_hits": 13,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.596,
  "agent_talk_sec": 23.0,
  "customer_talk_sec": 15.6,
  "dead_air_sec": 66.4,
  "longest_monologue_sec": 2.6,
  "agent_wpm": 297.4,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 18,
  "discovery_qs": 3,
  "words_agent": 114,
  "words_customer": 73,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955846471",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.48,
      "end_s": 0.9,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178955846471",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.47,
      "end_s": 1.84,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178955846471",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.66,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.92,
      "end_s": 4.3,
      "text_en": "Sir, I was calling from JSW One.",
      "text_native": "सर JSW One से बात कर रहा था।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.6,
      "end_s": 5.08,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.5,
      "end_s": 7.7,
      "text_en": "Uh sir, is there any requirement in sheet metal etc. right now?",
      "text_native": "अ सर कुछ रिक्वायरमेंट में है शीट मेटल वगेरा में अभी?"
    },
    {
      "ucid": "21112178955846471",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 9.0,
      "text_en": "Uh, in sheet?",
      "text_native": "अ शीट में है क्या?"
    },
    {
      "ucid": "21112178955846471",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.46,
      "end_s": 9.84,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.6,
      "end_s": 11.38,
      "text_en": "Which sheet in sheet?",
      "text_native": "शीट में कौनसा शीट?"
    },
    {
      "ucid": "21112178955846471",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.8,
      "end_s": 13.4,
      "text_en": "HR, CR, GI, GP, PPGL.",
      "text_native": "HR, CR, GI, GP, PPGL."
    },
    {
      "ucid": "21112178955846471",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.9,
      "end_s": 15.3,
      "text_en": "Eh, what is the rate for PPGL right now, sir?",
      "text_native": "ए PPGL का क्या रेट है सर अभी?"
    },
    {
      "ucid": "21112178955846471",
      "idx": 11,
      "speaker": "agent",
      "start_s": 15.5,
      "end_s": 17.6,
      "text_en": "In which grade, sir? Swagat, Indradhanush, Color On, Indradhanush.",
      "text_native": "कौनसा ग्रेड में सर? स्वागत, इंद्रधनुष, Color On, इंद्रधनुष।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.6,
      "end_s": 18.3,
      "text_en": "Color, color.",
      "text_native": "कलर, कलर।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 13,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 21.5,
      "text_en": "In Color On, it will cost us 108 plus GST, ex-Kalamboli, sir.",
      "text_native": "Color On में पड़ जाएगा सर अपने को एक सौ आठ प्लस GST, ex-Kalamboli."
    },
    {
      "ucid": "21112178955846471",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.0,
      "end_s": 23.5,
      "text_en": "And 108 rupees plus GST.",
      "text_native": "और एक सौ आठ रुपये प्लस GST."
    },
    {
      "ucid": "21112178955846471",
      "idx": 15,
      "speaker": "agent",
      "start_s": 23.7,
      "end_s": 24.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 16,
      "speaker": "customer",
      "start_s": 24.6,
      "end_s": 24.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 17,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 28.7,
      "text_en": "Uh, won't it be any less, sir? Indradhanush is your brand, right?",
      "text_native": "अ कुछ कम नहीं होगा सर? इंद्रधनुष ब्रांड है ना आपका?"
    },
    {
      "ucid": "21112178955846471",
      "idx": 18,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 30.2,
      "text_en": "No, mine will be JSW Color On Plus.",
      "text_native": "नहीं, मेरा JSW Color On Plus आएगा।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 19,
      "speaker": "customer",
      "start_s": 30.7,
      "end_s": 31.0,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 20,
      "speaker": "agent",
      "start_s": 31.5,
      "end_s": 33.4,
      "text_en": "This is AZ 150, the one with a 15-year warranty.",
      "text_native": "ये AZ 150 है, पंद्रह साल वॉरंटी वाला।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 21,
      "speaker": "customer",
      "start_s": 33.8,
      "end_s": 34.2,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 22,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 35.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 23,
      "speaker": "agent",
      "start_s": 36.2,
      "end_s": 38.6,
      "text_en": "Indradhanush comes without warranty, without TC, without watermark, sir.",
      "text_native": "इंद्रधनुष without warranty, without TC, without watermark आता है सर।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 24,
      "speaker": "customer",
      "start_s": 38.9,
      "end_s": 39.2,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 25,
      "speaker": "agent",
      "start_s": 39.5,
      "end_s": 40.1,
      "text_en": "Bhushan's.",
      "text_native": "भूषण का।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 26,
      "speaker": "customer",
      "start_s": 40.5,
      "end_s": 40.7,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 27,
      "speaker": "customer",
      "start_s": 41.2,
      "end_s": 43.5,
      "text_en": "No, I wanted Indradhanush only, so its rate is not this much, sir.",
      "text_native": "नहीं मुझे ना इंद्रधनुष ही चाहिए था तो इतना रेट नहीं है सर इसका।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 28,
      "speaker": "agent",
      "start_s": 43.6,
      "end_s": 46.2,
      "text_en": "Indradhanush is less, sir. What I am telling you, I am telling you for Color On Plus, sir.",
      "text_native": "इंद्रधनुष कम है सर। ये जो मैं बता रहा हूं, ये Color On Plus का बता रहा हूं सर आपको मैं।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 29,
      "speaker": "customer",
      "start_s": 46.4,
      "end_s": 46.9,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 30,
      "speaker": "agent",
      "start_s": 47.2,
      "end_s": 47.7,
      "text_en": "That's why.",
      "text_native": "इसके लिए।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 31,
      "speaker": "customer",
      "start_s": 48.4,
      "end_s": 50.0,
      "text_en": "No, only Indradhanush works for us.",
      "text_native": "नहीं, हमारा इंद्रधनुष ही चलता है हमारे को।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 32,
      "speaker": "agent",
      "start_s": 50.2,
      "end_s": 51.8,
      "text_en": "It works, right? I will send you the rate for Indradhanush.",
      "text_native": "चलता है ना? मैं आपको इंद्रधनुष का रेट भेजता हूं।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 33,
      "speaker": "customer",
      "start_s": 52.3,
      "end_s": 53.6,
      "text_en": "And, also put its rates in.",
      "text_native": "और है ना उसके रेट भी डाल दीजिए।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 34,
      "speaker": "agent",
      "start_s": 53.9,
      "end_s": 54.5,
      "text_en": "Yes, okay.",
      "text_native": "हां, ठीक है।"
    },
    {
      "ucid": "21112178955846471",
      "idx": 35,
      "speaker": "agent",
      "start_s": 55.1,
      "end_s": 55.4,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178955846471",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW One. Uh sir, is there any requirement in sheet metal etc. right now?",
      "comment": "The agent identified JSW One but did not ask for permission to speak, jumping directly into a requirement check."
    },
    {
      "ucid": "21112178955846471",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement in sheet metal etc. right now?",
      "comment": "The agent did not lead with a supply or price hook; instead, they immediately asked if the customer had a requirement."
    },
    {
      "ucid": "21112178955846471",
      "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, such as what they manufacture or their monthly consumption."
    },
    {
      "ucid": "21112178955846471",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "This is AZ 150, the one with a 15-year warranty.",
      "comment": "When the customer asked about a competitor brand, the agent correctly pitched the quality and warranty of the equivalent JSW product."
    },
    {
      "ucid": "21112178955846471",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "In which grade, sir?",
      "comment": "The agent asked for the grade but failed to capture any other critical qualifying details like thickness, quantity, or location."
    },
    {
      "ucid": "21112178955846471",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will send you the rate for Indradhanush.",
      "comment": "The agent committed to a clear next step of sending the requested rate to the customer."
    }
  ],
  "objections": [
    {
      "ucid": "21112178955846471",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "No, only Indradhanush works for us.",
      "response": "It works, right? I will send you the rate for Indradhanush."
    },
    {
      "ucid": "21112178955846471",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Uh, won't it be any less, sir?",
      "response": "No, mine will be JSW Color On Plus."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}