{
  "ucid": "21112178956002632",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:30:26",
  "end_time": "2026-09-16 17:31:32",
  "duration_sec": 66,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAad1621915d56ed611fa203d6c1300cfe.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1689,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956002632__DIAad1621915d56ed611fa203d6c1300cfe.mp3",
  "audio_bytes": 167832,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 55.944,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello.   (हॅलो.)\n[2s] CUSTOMER: Hello.   (हॅलो.)\n[2s] CUSTOMER: Yes.   (हा.)\n[3s] AGENT: Is this Rishikesh Mohite sir speaking?   (ऋषिकेश मोहिते सर बोलतात?)\n[4s] CUSTOMER: Yes, speaking.   (हो बोलतोय.)\n[5s] AGENT: Sir, this is Anupriya speaking from JSW One.   (सर अनुप्रिया बोलतेय JSW One मधून.)\n[7s] CUSTOMER: Yes, tell me.   (हा बोला.)\n[8s] AGENT: Sir, I wanted to ask if you have any requirement for GI sheets.   (सर काही requirement आहे का म्हणजे विचारायचं होतं GI sheet मध्ये.)\n[11s] CUSTOMER: Your rates just don't match. The traders in Taloja give lower rates than you.   (तुमचे तुमचे rate च जुळत नाहीत. तळोजाचे traders तुमच्यापेक्षा कमी rate देतात.)\n[15s] AGENT: Oh, the ones from Taloja?   (अच्छा, तळोजा वाले का?)\n[16s] CUSTOMER: Yes, yes.   (हा हा.)\n[17s] AGENT: Yours was rejected last time, right?   (तुमचं मागच्या वेळी reject झालेलं होतं बरोबर.)\n[20s] CUSTOMER: Not rejected, I...   (Reject नाही मी...)\n[20s] AGENT: Meaning, yes...   (म्हणजे हा...)\n[22s] CUSTOMER: Yes.   (हो.)\n[22s] AGENT: Okay sir, if there is any requirement, let me know. The prices have changed now anyway.   (ठीक आहे सर, काही असेल requirement तर सांगा. Prices आता change झालेत तसे पण.)\n[26s] CUSTOMER: What has happened? What is the rate for 0.30? Regular spangle 80 GSM.   (काय झालंय? 0.30 चा rate काय झालाय? Regular spangle 80 GSM.)\n[29s] AGENT: I'll tell you. Point three thickness?   (मी सांगते तुम्हाला. Point three चा thickness?)\n[31s] CUSTOMER: Yes. 0.30.   (हा. 0.30.)\n[32s] AGENT: 0.30. Okay, I'll check and tell you.   (0.30. ठीक आहे मी check करून सांगते.)\n[35s] CUSTOMER: Okay.   (हो.)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present but does not hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 turns, clean transcript (0% inaudible)",
  "band_language": "Marathi",
  "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 a customer opens with a price objection, acknowledge it but pivot back to the script to understand their needs before discussing price; use the 'landed cost' argument to counter comparisons with traders.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately raised a price objection, comparing JSW's rates unfavorably to local traders. The customer then asked for a price on a specific GI sheet. The agent did not follow the pitch structure, mishandled the objection, and ended the call with a vague promise to check the rate.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, this is Anupriya speaking from JSW One.\", \"comment\": \"The agent identified herself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I wanted to ask if you have any requirement for GI sheets.\", \"comment\": \"The agent did not lead with a supply or price hook, instead asking directly for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer raised an initial objection.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was performed.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"What is the rate for 0.30? Regular spangle 80 GSM.\", \"comment\": \"Although the customer specified a material, the agent did not capture the full requirement details (qty, width, location, delivery date).\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I'll check and tell you.\", \"comment\": \"The call ended with a vague promise, not a committed next step with a specific timeline.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer opens with a price objection, acknowledge it but pivot back to the script to understand their needs before discussing price; use the 'landed cost' argument to counter comparisons with traders.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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\": \"Your rates just don't match. The traders in Taloja give lower rates than you.\", \"response\": \"Oh, the ones from Taloja? Yours was rejected last time, right?\"}], \"call_summary\": \"The customer immediately raised a price objection, comparing JSW's rates unfavorably to local traders. The customer then asked for a price on a specific GI sheet. The agent did not follow the pitch structure, mishandled the objection, and ended the call with a vague promise to check the rate.\"}",
  "error": null,
  "latency_ms": 30158,
  "input_tokens": 3133,
  "output_tokens": 809,
  "created_at": "2026-09-25 12:08:12",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.599,
  "agent_talk_sec": 16.9,
  "customer_talk_sec": 11.3,
  "dead_air_sec": 37.8,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 252.1,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 11,
  "discovery_qs": 4,
  "words_agent": 71,
  "words_customer": 45,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178956002632",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.87,
      "end_s": 1.3,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178956002632",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.56,
      "end_s": 2.0,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178956002632",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.48,
      "text_en": "Yes.",
      "text_native": "हा."
    },
    {
      "ucid": "21112178956002632",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.53,
      "end_s": 3.8,
      "text_en": "Is this Rishikesh Mohite sir speaking?",
      "text_native": "ऋषिकेश मोहिते सर बोलतात?"
    },
    {
      "ucid": "21112178956002632",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.14,
      "end_s": 4.7,
      "text_en": "Yes, speaking.",
      "text_native": "हो बोलतोय."
    },
    {
      "ucid": "21112178956002632",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 7.0,
      "text_en": "Sir, this is Anupriya speaking from JSW One.",
      "text_native": "सर अनुप्रिया बोलतेय JSW One मधून."
    },
    {
      "ucid": "21112178956002632",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.34,
      "end_s": 7.8,
      "text_en": "Yes, tell me.",
      "text_native": "हा बोला."
    },
    {
      "ucid": "21112178956002632",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 10.5,
      "text_en": "Sir, I wanted to ask if you have any requirement for GI sheets.",
      "text_native": "सर काही requirement आहे का म्हणजे विचारायचं होतं GI sheet मध्ये."
    },
    {
      "ucid": "21112178956002632",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.7,
      "end_s": 14.5,
      "text_en": "Your rates just don't match. The traders in Taloja give lower rates than you.",
      "text_native": "तुमचे तुमचे rate च जुळत नाहीत. तळोजाचे traders तुमच्यापेक्षा कमी rate देतात."
    },
    {
      "ucid": "21112178956002632",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 16.0,
      "text_en": "Oh, the ones from Taloja?",
      "text_native": "अच्छा, तळोजा वाले का?"
    },
    {
      "ucid": "21112178956002632",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.3,
      "end_s": 16.8,
      "text_en": "Yes, yes.",
      "text_native": "हा हा."
    },
    {
      "ucid": "21112178956002632",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 19.0,
      "text_en": "Yours was rejected last time, right?",
      "text_native": "तुमचं मागच्या वेळी reject झालेलं होतं बरोबर."
    },
    {
      "ucid": "21112178956002632",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 20.3,
      "text_en": "Not rejected, I...",
      "text_native": "Reject नाही मी..."
    },
    {
      "ucid": "21112178956002632",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 20.9,
      "text_en": "Meaning, yes...",
      "text_native": "म्हणजे हा..."
    },
    {
      "ucid": "21112178956002632",
      "idx": 14,
      "speaker": "customer",
      "start_s": 21.6,
      "end_s": 21.9,
      "text_en": "Yes.",
      "text_native": "हो."
    },
    {
      "ucid": "21112178956002632",
      "idx": 15,
      "speaker": "agent",
      "start_s": 22.5,
      "end_s": 25.5,
      "text_en": "Okay sir, if there is any requirement, let me know. The prices have changed now anyway.",
      "text_native": "ठीक आहे सर, काही असेल requirement तर सांगा. Prices आता change झालेत तसे पण."
    },
    {
      "ucid": "21112178956002632",
      "idx": 16,
      "speaker": "customer",
      "start_s": 25.7,
      "end_s": 28.5,
      "text_en": "What has happened? What is the rate for 0.30? Regular spangle 80 GSM.",
      "text_native": "काय झालंय? 0.30 चा rate काय झालाय? Regular spangle 80 GSM."
    },
    {
      "ucid": "21112178956002632",
      "idx": 17,
      "speaker": "agent",
      "start_s": 29.3,
      "end_s": 31.0,
      "text_en": "I'll tell you. Point three thickness?",
      "text_native": "मी सांगते तुम्हाला. Point three चा thickness?"
    },
    {
      "ucid": "21112178956002632",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.2,
      "end_s": 32.2,
      "text_en": "Yes. 0.30.",
      "text_native": "हा. 0.30."
    },
    {
      "ucid": "21112178956002632",
      "idx": 19,
      "speaker": "agent",
      "start_s": 32.3,
      "end_s": 34.5,
      "text_en": "0.30. Okay, I'll check and tell you.",
      "text_native": "0.30. ठीक आहे मी check करून सांगते."
    },
    {
      "ucid": "21112178956002632",
      "idx": 20,
      "speaker": "customer",
      "start_s": 34.9,
      "end_s": 35.3,
      "text_en": "Okay.",
      "text_native": "हो."
    }
  ],
  "steps": [
    {
      "ucid": "21112178956002632",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, this is Anupriya speaking from JSW One.",
      "comment": "The agent identified herself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178956002632",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I wanted to ask if you have any requirement for GI sheets.",
      "comment": "The agent did not lead with a supply or price hook, instead asking directly for requirements."
    },
    {
      "ucid": "21112178956002632",
      "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 after the customer raised an initial objection."
    },
    {
      "ucid": "21112178956002632",
      "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 as no discovery was performed."
    },
    {
      "ucid": "21112178956002632",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "What is the rate for 0.30? Regular spangle 80 GSM.",
      "comment": "Although the customer specified a material, the agent did not capture the full requirement details (qty, width, location, delivery date)."
    },
    {
      "ucid": "21112178956002632",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I'll check and tell you.",
      "comment": "The call ended with a vague promise, not a committed next step with a specific timeline."
    }
  ],
  "objections": [
    {
      "ucid": "21112178956002632",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Your rates just don't match. The traders in Taloja give lower rates than you.",
      "response": "Oh, the ones from Taloja? Yours was rejected last time, 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": []
}