{
  "ucid": "21112178955995052",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:29:10",
  "end_time": "2026-09-16 17:31:03",
  "duration_sec": 113,
  "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/DIAf6ca14f122ab48637eae5d31ef8d8282.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1690,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178955995052__DIAf6ca14f122ab48637eae5d31ef8d8282.mp3",
  "audio_bytes": 251424,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 83.808,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Yes.   (हां जी।)\n[2s] AGENT: This is Jagdish speaking.   (जगदीश से बात कर रहा हूं मैं।)\n[4s] CUSTOMER: From where?   (किधर से?)\n[4s] AGENT: A S W One MSME.\n[6s] CUSTOMER: ASW?\n[7s] AGENT: Yes.   (हां।)\n[8s] CUSTOMER: Okay, okay.   (अच्छा अच्छा।)\n[9s] AGENT: Do you have any requirement, sir, in sheet metal etc.?   (कुछ requirement है सर sheet metal वगेरा में?)\n[11s] CUSTOMER: That is always required, but where do you supply?   (वो तो लगता ही रहता है लेकिन आप लोग कहां देते हो?)\n[14s] AGENT: What material do you need, sir, and what tonnage?   (क्या material चाहिए सर और क्या ton चाहिए?)\n[17s] CUSTOMER: We need, you know, sheets cut to 90 mm.   (हमको है ना, sheets में cut करके चाहिए 90 mm का।)\n[20s] AGENT: 90, 9 0?\n[22s] CUSTOMER: Yes, 9 0.   (हां 9 0.)\n[23s] AGENT: Yes.   (हां।)\n[24s] CUSTOMER: Yes.   (हां।)\n[24s] AGENT: And how many tons do you need?   (और कितना ton चाहिए?)\n[26s] CUSTOMER: Three tons, five tons will do.   (तीन ton, पांच ton चलेगा।)\n[28s] AGENT: No sir, we don't do slitting for such a small quantity, sir. A minimum of twenty tons is required.   (नहीं सर, इतना कम slitting नहीं करते सर। कम से कम बीस ton चाहिए रहता है आपको।)\n[31s] CUSTOMER: No, we...   (नहीं, हम लोग...)\n[32s] CUSTOMER: In a month we take 12-13 tons, but we take it in lots of five tons each.   (महीने भर में लेते हैं 12-13 ton, लेकिन ऐसा पांच-पांच ton करके ले लेते हैं।)\n[37s] AGENT: Okay. No sir, actually for one size itself we need that much so that the slitting is also extra affordable for us... do you have the requirement right now?   (ठीक है। नहीं सर, actually एक size के अंदर ही हमको उतना चाहिए रहता है कि जो slitting हमको वैसे ही extra affordable... अभी रहता है उसका requirement?)\n[42s] CUSTOMER: If I take twenty tons, what will be the rate?   (बीस ton लिया तो क्या rate पड़ता है?)\n[44s] AGENT: I will share the pricing with you, sir. I'll give you the delivered price for this.   (मैं share कर देता हूं सर pricing आपको। Delivered price देता हूं इसका मैं।)\n[47s] CUSTOMER: But you will give it after slitting, right?   (लेकिन slit करके देंगे ना?)\n[48s] AGENT: Yes yes, we will give it after slitting.   (हां हां, slit करके देंगे।)\n[49s] CUSTOMER: Yes, send it to me.   (हां, मेरेको भेज दो ना।)\n[50s] AGENT: Yes, I am seeing 5 minutes, after this it is coming, the page is coming, of 3600, even then in the title...   (जी, 5 minute दिख रहा हूं, इसके बाद आ रहा है, page आ रहा है, 3600 का, तो भी title में तो...)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 28,
  "connected": 1,
  "audio_notes": "noisy: Significant call center background noise is present throughout the recording, but the main speakers are mostly intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "28 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "Focus on executing the full opener by using the customer's name and asking for permission, as this builds rapport for the rest of the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "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 expressed a need for 3-5 tons of sheet metal slit to 90mm. The agent informed the customer of the 20-ton minimum order quantity for slitting. The customer then requested a price for the 20-ton quantity, and the agent agreed to send a quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not use the customer's name or 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 jumping directly to qualification.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"In a month we take 12-13 tons, but we take it in lots of five tons each.\", \"comment\": \"The agent did not ask any discovery questions; the customer's monthly tonnage was volunteered, not solicited.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched to build value before agreeing to send a price.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement, sir, in sheet metal etc.?\", \"comment\": \"The agent successfully asked for the customer's requirement and captured basic details like width and quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will share the pricing with you, sir. I'll give you the delivered price for this.\", \"comment\": \"The agent committed to the next step of sending a quote, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Focus on executing the full opener by using the customer's name and asking for permission, as this builds rapport for the rest of the call.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": [], \"call_summary\": \"The customer expressed a need for 3-5 tons of sheet metal slit to 90mm. The agent informed the customer of the 20-ton minimum order quantity for slitting. The customer then requested a price for the 20-ton quantity, and the agent agreed to send a quote.\"}",
  "error": null,
  "latency_ms": 46149,
  "input_tokens": 3389,
  "output_tokens": 730,
  "created_at": "2026-09-25 12:08:33",
  "sentiment": "positive",
  "sentiment_score": 0.173,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.569,
  "agent_talk_sec": 23.5,
  "customer_talk_sec": 17.8,
  "dead_air_sec": 71.7,
  "longest_monologue_sec": 4.6,
  "agent_wpm": 344.7,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 14,
  "discovery_qs": 5,
  "words_agent": 135,
  "words_customer": 77,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178955995052",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.83,
      "end_s": 1.3,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.83,
      "end_s": 2.18,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.4,
      "end_s": 3.64,
      "text_en": "This is Jagdish speaking.",
      "text_native": "जगदीश से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.84,
      "end_s": 4.34,
      "text_en": "From where?",
      "text_native": "किधर से?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.44,
      "end_s": 5.74,
      "text_en": "A S W One MSME.",
      "text_native": "A S W One MSME."
    },
    {
      "ucid": "21112178955995052",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.26,
      "end_s": 6.76,
      "text_en": "ASW?",
      "text_native": "ASW?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.16,
      "end_s": 7.46,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 7,
      "speaker": "customer",
      "start_s": 7.86,
      "end_s": 8.26,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 8,
      "speaker": "agent",
      "start_s": 8.7,
      "end_s": 10.54,
      "text_en": "Do you have any requirement, sir, in sheet metal etc.?",
      "text_native": "कुछ requirement है सर sheet metal वगेरा में?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 9,
      "speaker": "customer",
      "start_s": 11.1,
      "end_s": 13.28,
      "text_en": "That is always required, but where do you supply?",
      "text_native": "वो तो लगता ही रहता है लेकिन आप लोग कहां देते हो?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.94,
      "end_s": 15.68,
      "text_en": "What material do you need, sir, and what tonnage?",
      "text_native": "क्या material चाहिए सर और क्या ton चाहिए?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 20.0,
      "text_en": "We need, you know, sheets cut to 90 mm.",
      "text_native": "हमको है ना, sheets में cut करके चाहिए 90 mm का।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 12,
      "speaker": "agent",
      "start_s": 20.5,
      "end_s": 21.44,
      "text_en": "90, 9 0?",
      "text_native": "90, 9 0?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.7,
      "end_s": 22.34,
      "text_en": "Yes, 9 0.",
      "text_native": "हां 9 0."
    },
    {
      "ucid": "21112178955995052",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.74,
      "end_s": 23.04,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 15,
      "speaker": "customer",
      "start_s": 23.64,
      "end_s": 23.94,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 16,
      "speaker": "agent",
      "start_s": 24.44,
      "end_s": 25.44,
      "text_en": "And how many tons do you need?",
      "text_native": "और कितना ton चाहिए?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 17,
      "speaker": "customer",
      "start_s": 25.94,
      "end_s": 27.34,
      "text_en": "Three tons, five tons will do.",
      "text_native": "तीन ton, पांच ton चलेगा।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 18,
      "speaker": "agent",
      "start_s": 27.74,
      "end_s": 30.84,
      "text_en": "No sir, we don't do slitting for such a small quantity, sir. A minimum of twenty tons is required.",
      "text_native": "नहीं सर, इतना कम slitting नहीं करते सर। कम से कम बीस ton चाहिए रहता है आपको।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 19,
      "speaker": "customer",
      "start_s": 31.44,
      "end_s": 32.24,
      "text_en": "No, we...",
      "text_native": "नहीं, हम लोग..."
    },
    {
      "ucid": "21112178955995052",
      "idx": 20,
      "speaker": "customer",
      "start_s": 32.24,
      "end_s": 36.04,
      "text_en": "In a month we take 12-13 tons, but we take it in lots of five tons each.",
      "text_native": "महीने भर में लेते हैं 12-13 ton, लेकिन ऐसा पांच-पांच ton करके ले लेते हैं।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 21,
      "speaker": "agent",
      "start_s": 36.94,
      "end_s": 41.54,
      "text_en": "Okay. No sir, actually for one size itself we need that much so that the slitting is also extra affordable for us... do you have the requirement right now?",
      "text_native": "ठीक है। नहीं सर, actually एक size के अंदर ही हमको उतना चाहिए रहता है कि जो slitting हमको वैसे ही extra affordable... अभी रहता है उसका requirement?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 22,
      "speaker": "customer",
      "start_s": 41.54,
      "end_s": 43.24,
      "text_en": "If I take twenty tons, what will be the rate?",
      "text_native": "बीस ton लिया तो क्या rate पड़ता है?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 23,
      "speaker": "agent",
      "start_s": 43.74,
      "end_s": 46.24,
      "text_en": "I will share the pricing with you, sir. I'll give you the delivered price for this.",
      "text_native": "मैं share कर देता हूं सर pricing आपको। Delivered price देता हूं इसका मैं।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 24,
      "speaker": "customer",
      "start_s": 46.64,
      "end_s": 47.94,
      "text_en": "But you will give it after slitting, right?",
      "text_native": "लेकिन slit करके देंगे ना?"
    },
    {
      "ucid": "21112178955995052",
      "idx": 25,
      "speaker": "agent",
      "start_s": 48.14,
      "end_s": 48.94,
      "text_en": "Yes yes, we will give it after slitting.",
      "text_native": "हां हां, slit करके देंगे।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 26,
      "speaker": "customer",
      "start_s": 49.14,
      "end_s": 49.94,
      "text_en": "Yes, send it to me.",
      "text_native": "हां, मेरेको भेज दो ना।"
    },
    {
      "ucid": "21112178955995052",
      "idx": 27,
      "speaker": "agent",
      "start_s": 50.04,
      "end_s": 53.54,
      "text_en": "Yes, I am seeing 5 minutes, after this it is coming, the page is coming, of 3600, even then in the title...",
      "text_native": "जी, 5 minute दिख रहा हूं, इसके बाद आ रहा है, page आ रहा है, 3600 का, तो भी title में तो..."
    }
  ],
  "steps": [
    {
      "ucid": "21112178955995052",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178955995052",
      "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 jumping directly to qualification."
    },
    {
      "ucid": "21112178955995052",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "In a month we take 12-13 tons, but we take it in lots of five tons each.",
      "comment": "The agent did not ask any discovery questions; the customer's monthly tonnage was volunteered, not solicited."
    },
    {
      "ucid": "21112178955995052",
      "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 to build value before agreeing to send a price."
    },
    {
      "ucid": "21112178955995052",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement, sir, in sheet metal etc.?",
      "comment": "The agent successfully asked for the customer's requirement and captured basic details like width and quantity."
    },
    {
      "ucid": "21112178955995052",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will share the pricing with you, sir. I'll give you the delivered price for this.",
      "comment": "The agent committed to the next step of sending a quote, which the customer accepted."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}