{
  "ucid": "21112178956031161",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:35:11",
  "end_time": "2026-09-16 17:36:41",
  "duration_sec": 90,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA67f0e410a628fe06237ff5ae1e2d6b71.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1687,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956031161__DIA67f0e410a628fe06237ff5ae1e2d6b71.mp3",
  "audio_bytes": 218160,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 72.72,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes.   (हां।)\n[3s] AGENT: Sir, I was calling from JSW.   (सर JSW से बात कर रहा था मैं।)\n[5s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[6s] AGENT: Uh sir, are you looking for any requirement in sheet metals, etc.?   (अ सर कुछ रिक्वायरमेंट में देख रहे शीट मेटल्स वगेरा में?)\n[9s] CUSTOMER: What is your rate in sheet metal? I need a 10 mm plate, boiler quality.   (Sheet metal में क्या रेट है आपका? 10 mm का plate चाहिए boiler quality.)\n[12s] AGENT: GR 70?\n[14s] CUSTOMER: Yes, I need 70.   (हां 70 चाहिए।)\n[15s] AGENT: And how many tons will be required, sir?   (और कितना टन लगेगा सर?)\n[16s] CUSTOMER: You tell me, we'll take 25 tons. Tell me the rate.   (आप बोलो ना 25 टन ले लेते हैं। रेट बताओ।)\n[19s] AGENT: I will share the rate with you right now, sir. Give me 15 minutes.   (मैं आपको शेयर कर देता हूं सर अभी रेट। 15 मिनट दे दो मुझे।)\n[21s] CUSTOMER: Hey, tell me the rate first.   (अरे रेट तो बताओ पहले मेरेको।)\n[22s] AGENT: Sir, that's what I'm saying, give me 15 minutes, I can check the quotation and give you the exact price. That's what I'm saying.   (सर वही बोल रहा हूं, मुझे 15 मिनट दे दो, मैं quotation चेक करके आपको exact price दे सकता हूं। वही बोल रहा हूं।)\n[26s] CUSTOMER: Okay, let me know, yes.   (ठीक है, बता दो हां।)\n[28s] AGENT: And what will be its length, sir?   (और length क्या रहेगा सर इसका?)\n[29s] CUSTOMER: Huh?   (हैं?)\n[30s] AGENT: What will be the length, length? What length?   (Length क्या रहेगा length? कितना length?)\n[31s] CUSTOMER: The length is a standard plate, right? 12 meter, 2.5 into 12 meter.   (Length तो standard plate आती है ना 12 meter, 2.5 into 12 meter.)\n[35s] AGENT: Oh, you need the 2.5 one.   (अच्छा 2.5 वाला चाहिए आपको।)\n[36s] CUSTOMER: Yes, it only comes in 2.5.   (हां 2.5 ही आता है।)\n[38s] AGENT: No no sir, in GR 70, 1500 also comes, 2 meter also comes.   (नहीं नहीं सर GR 70 में 1500 भी आता है, 2 meter भी आता है।)\n[40s] CUSTOMER: We need it with form four, sir, with boiler form four, not the normal one.   (हमको with form four, सर, boiler form four के साथ चाहिए, normal नहीं।)\n[43s] AGENT: Understood, I understood, that tested material, understood.   (समझ गया, समझ गया मैं वो test किया हुआ material, समझ गया।)\n[45s] CUSTOMER: We have to use boiler quality in a boiler.   (हमको boiler quality boiler में use करने का।)\n[47s] AGENT: Okay sir, okay. Okay. Let's see.   (ठीक है सर, ठीक है। ठीक है। देखते हैं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: Some background noise from the agent's side (call center environment) but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 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": 1.0,
  "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\"]",
  "pitch_coaching_note": "You must follow the pitch structure by starting with the full opener and delivering the hook; this will help you set the agenda instead of immediately losing control of the call to the customer.",
  "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 customer immediately stated a specific requirement for 25 tons of 10mm GR 70 boiler quality plate. The agent skipped the opening and discovery steps, focusing only on capturing the material specs and promising a quote within 15 minutes. The call ended with this agreed next step, but the agent failed to gather crucial qualifying information like the customer's location or delivery timeline.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified JSW but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking a generic question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent only asked about the quantity for the immediate requirement and failed to conduct any broader discovery.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched at any point in the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"While some material specs were captured, the agent failed to ask for location or delivery date, and did not confirm stock availability.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I will share the rate with you right now, sir. Give me 15 minutes.\", \"comment\": \"Agent committed to sending a quote within 15 minutes, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure by starting with the full opener and delivering the hook; this will help you set the agenda instead of immediately losing control of the call to the customer.\", \"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\": [], \"call_summary\": \"The customer immediately stated a specific requirement for 25 tons of 10mm GR 70 boiler quality plate. The agent skipped the opening and discovery steps, focusing only on capturing the material specs and promising a quote within 15 minutes. The call ended with this agreed next step, but the agent failed to gather crucial qualifying information like the customer's location or delivery timeline.\"}",
  "error": null,
  "latency_ms": 36556,
  "input_tokens": 3405,
  "output_tokens": 718,
  "created_at": "2026-09-25 12:08:16",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.541,
  "agent_talk_sec": 21.8,
  "customer_talk_sec": 18.5,
  "dead_air_sec": 49.7,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 316.5,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 13,
  "discovery_qs": 6,
  "words_agent": 115,
  "words_customer": 92,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178956031161",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.18,
      "end_s": 1.6,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178956031161",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.9,
      "end_s": 2.29,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178956031161",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.3,
      "end_s": 4.8,
      "text_en": "Sir, I was calling from JSW.",
      "text_native": "सर JSW से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 5.7,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.1,
      "end_s": 8.2,
      "text_en": "Uh sir, are you looking for any requirement in sheet metals, etc.?",
      "text_native": "अ सर कुछ रिक्वायरमेंट में देख रहे शीट मेटल्स वगेरा में?"
    },
    {
      "ucid": "21112178956031161",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.7,
      "end_s": 11.8,
      "text_en": "What is your rate in sheet metal? I need a 10 mm plate, boiler quality.",
      "text_native": "Sheet metal में क्या रेट है आपका? 10 mm का plate चाहिए boiler quality."
    },
    {
      "ucid": "21112178956031161",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 12.9,
      "text_en": "GR 70?",
      "text_native": "GR 70?"
    },
    {
      "ucid": "21112178956031161",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 14.4,
      "text_en": "Yes, I need 70.",
      "text_native": "हां 70 चाहिए।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 16.0,
      "text_en": "And how many tons will be required, sir?",
      "text_native": "और कितना टन लगेगा सर?"
    },
    {
      "ucid": "21112178956031161",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.4,
      "end_s": 18.4,
      "text_en": "You tell me, we'll take 25 tons. Tell me the rate.",
      "text_native": "आप बोलो ना 25 टन ले लेते हैं। रेट बताओ।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.8,
      "end_s": 20.9,
      "text_en": "I will share the rate with you right now, sir. Give me 15 minutes.",
      "text_native": "मैं आपको शेयर कर देता हूं सर अभी रेट। 15 मिनट दे दो मुझे।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.9,
      "end_s": 22.1,
      "text_en": "Hey, tell me the rate first.",
      "text_native": "अरे रेट तो बताओ पहले मेरेको।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.3,
      "end_s": 26.0,
      "text_en": "Sir, that's what I'm saying, give me 15 minutes, I can check the quotation and give you the exact price. That's what I'm saying.",
      "text_native": "सर वही बोल रहा हूं, मुझे 15 मिनट दे दो, मैं quotation चेक करके आपको exact price दे सकता हूं। वही बोल रहा हूं।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 27.6,
      "text_en": "Okay, let me know, yes.",
      "text_native": "ठीक है, बता दो हां।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 28.9,
      "text_en": "And what will be its length, sir?",
      "text_native": "और length क्या रहेगा सर इसका?"
    },
    {
      "ucid": "21112178956031161",
      "idx": 16,
      "speaker": "customer",
      "start_s": 29.2,
      "end_s": 29.5,
      "text_en": "Huh?",
      "text_native": "हैं?"
    },
    {
      "ucid": "21112178956031161",
      "idx": 17,
      "speaker": "agent",
      "start_s": 29.9,
      "end_s": 31.0,
      "text_en": "What will be the length, length? What length?",
      "text_native": "Length क्या रहेगा length? कितना length?"
    },
    {
      "ucid": "21112178956031161",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.1,
      "end_s": 34.2,
      "text_en": "The length is a standard plate, right? 12 meter, 2.5 into 12 meter.",
      "text_native": "Length तो standard plate आती है ना 12 meter, 2.5 into 12 meter."
    },
    {
      "ucid": "21112178956031161",
      "idx": 19,
      "speaker": "agent",
      "start_s": 34.7,
      "end_s": 36.1,
      "text_en": "Oh, you need the 2.5 one.",
      "text_native": "अच्छा 2.5 वाला चाहिए आपको।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 20,
      "speaker": "customer",
      "start_s": 36.5,
      "end_s": 37.6,
      "text_en": "Yes, it only comes in 2.5.",
      "text_native": "हां 2.5 ही आता है।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 21,
      "speaker": "agent",
      "start_s": 37.9,
      "end_s": 40.4,
      "text_en": "No no sir, in GR 70, 1500 also comes, 2 meter also comes.",
      "text_native": "नहीं नहीं सर GR 70 में 1500 भी आता है, 2 meter भी आता है।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 22,
      "speaker": "customer",
      "start_s": 40.4,
      "end_s": 43.1,
      "text_en": "We need it with form four, sir, with boiler form four, not the normal one.",
      "text_native": "हमको with form four, सर, boiler form four के साथ चाहिए, normal नहीं।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 23,
      "speaker": "agent",
      "start_s": 43.1,
      "end_s": 45.2,
      "text_en": "Understood, I understood, that tested material, understood.",
      "text_native": "समझ गया, समझ गया मैं वो test किया हुआ material, समझ गया।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 24,
      "speaker": "customer",
      "start_s": 45.2,
      "end_s": 47.0,
      "text_en": "We have to use boiler quality in a boiler.",
      "text_native": "हमको boiler quality boiler में use करने का।"
    },
    {
      "ucid": "21112178956031161",
      "idx": 25,
      "speaker": "agent",
      "start_s": 47.3,
      "end_s": 49.3,
      "text_en": "Okay sir, okay. Okay. Let's see.",
      "text_native": "ठीक है सर, ठीक है। ठीक है। देखते हैं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178956031161",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified JSW but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178956031161",
      "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 provide a supply or price hook, instead asking a generic question about requirements."
    },
    {
      "ucid": "21112178956031161",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent only asked about the quantity for the immediate requirement and failed to conduct any broader discovery."
    },
    {
      "ucid": "21112178956031161",
      "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 at any point in the call."
    },
    {
      "ucid": "21112178956031161",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "While some material specs were captured, the agent failed to ask for location or delivery date, and did not confirm stock availability."
    },
    {
      "ucid": "21112178956031161",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "AGENT: I will share the rate with you right now, sir. Give me 15 minutes.",
      "comment": "Agent committed to sending a quote within 15 minutes, which the customer accepted."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}