{
  "ucid": "21112178956031781",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:35:17",
  "end_time": "2026-09-16 17:37:00",
  "duration_sec": 103,
  "campaign": "MSME_IS_India_ProductOpps_Reg_Acc",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa146290040fbc8efa480c1ed92b86443.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1686,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956031781__DIAa146290040fbc8efa480c1ed92b86443.mp3",
  "audio_bytes": 282744,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 94.248,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हॅलो)\n[1s] AGENT: Hello   (हॅलो)\n[2s] CUSTOMER: Yes   (हां जी)\n[2s] AGENT: Anupriti Traders?   (अनुप्रीति ट्रेडर्स?)\n[3s] CUSTOMER: Yes, speak.   (हां बोलिए)\n[4s] AGENT: Sir, your... I am Anupriti calling from JSW One.   (सर आपका, मैं अनुप्रीति बात कर रही हूं JSW One से।)\n[6s] CUSTOMER: Yes, speak.   (हां बोलो)\n[7s] AGENT: Sir, your account was registered, you have put an inquiry for AMNS.   (सर आपका अकाउंट रजिस्टर था, इन्क्वायरी आपने डाला है AMNS का।)\n[10s] CUSTOMER: Hmm hmm, I have put two inquiries.   (हम्म हम्म, दो इन्क्वायरी डाला है मैंने।)\n[12s] AGENT: Yes sir.   (हां सर।)\n[13s] CUSTOMER: Hmm.   (हम्म।)\n[13s] AGENT: For AMNS, 6 mm in HR.   (AMNS का 6 mm का HR में।)\n[16s] AGENT: And the second one you have put, one minute, is for 2 mm.   (और दूसरा वाला आपने डाला है, एक मिनट, 2 mm का।)\n[19s] CUSTOMER: Yes, 2 mm.   (हां, 2 mm.)\n[20s] AGENT: Sir, do you only deal in AMNS or do you also, I mean, take JSW?   (सर आप AMNS में ही डील करते हो या JSW भी मतलब आप लेते हो?)\n[23s] CUSTOMER: JSW will also work.   (JSW भी चलेगा।)\n[24s] AGENT: Okay, it will work, right? And this thickness that you have mentioned, is this your required thickness?   (ओके, चलेगा ना? और ये जो आपने थिकनेस मेंशन किया, ये आपका रिक्वायर्ड थिकनेस है?)\n[27s] CUSTOMER: Yes.   (हां।)\n[28s] AGENT: For both?   (दोनों का?)\n[28s] CUSTOMER: Yes.   (हां।)\n[29s] AGENT: Okay okay. And sir, are you in trading or manufacturing?   (ओके ओके। और सर ये मतलब आप ट्रेडिंग में हो या मैन्युफैक्चरिंग में हो?)\n[32s] CUSTOMER: Trading.   (ट्रेडिंग।)\n[33s] AGENT: Okay okay sir. Alright sir, I will tell you the rates for this. If it's possible today, then today, otherwise tomorrow in the first half I will send you the rate.   (ओके ओके सर। ठीक है सर, मैं आपको रेट्स बताती हूं इसका। अगर आज पॉसिबल रहा तो आज, नहीं तो कल फर्स्ट हाफ में आपको मैं भेजती हूं रेट।)\n[38s] CUSTOMER: Okay, where will the delivery be from, to pick it up?   (ओके, इसका डिलीवरी कहां से होगा लेने का?)\n[40s] AGENT: This will be from Gujarat itself, sir. Your location is Gujarat, right?   (ये सर गुजरात से ही होगा अपना। आपका लोकेशन गुजरात है ना?)\n[42s] CUSTOMER: Mine is in Ahmedabad, Ahmedabad.   (मेरा अहमदाबाद, अहमदाबाद में है।)\n[44s] AGENT: It will be from Ahmedabad itself, sir. For Gujarat, it will be from there.   (अहमदाबाद से ही होगा सर अपना। गुजरात का वहीं से होगा।)\n[46s] CUSTOMER: Alright, okay.   (ठीक है, ओके।)\n[47s] AGENT: Okay. For you, AMNS, JSW or Tata, any will work, right? The required thickness?   (ओके। ये आपको AMNS, JSW या Tata कोई भी चलेगा ना, जो रिक्वायर्ड थिकनेस है वो?)\n[50s] CUSTOMER: Yes, any will work.   (हां, कोई भी चलेगा।)\n[51s] AGENT: Okay okay. Thank you.   (ओके ओके। थैंक यू।)\n[53s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 32,
  "connected": 1,
  "audio_notes": "noisy: Significant background chatter from a call center environment, but the main speakers are clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "32 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 7.5,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\"]",
  "pitch_coaching_note": "Always revalidate the quantity required; without it, we cannot size the opportunity or provide an accurate quote.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "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, a trader from Ahmedabad, had placed an inquiry for 6mm and 2mm AMNS HR coil. The agent confirmed these details and the customer's openness to JSW or Tata brands. The agent committed to providing a price quote by the next day's first half, but did not establish the required quantity.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, your account was registered, you have put an inquiry for AMNS.\", \"comment\": \"The agent correctly acknowledged the customer's platform inquiry at the start of the call.\"}, {\"step_id\": \"CL2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"For AMNS, 6 mm in HR... And the second one you have put... is for 2 mm... Your location is Gujarat, right?\", \"comment\": \"Agent revalidated product, thickness, and location, but missed asking about quantity and width.\"}, {\"step_id\": \"CL3\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Sir, are you in trading or manufacturing?... Sir, do you only deal in AMNS or do you also, I mean, take JSW?\", \"comment\": \"Agent successfully identified the customer's business type (trading) and brand openness, but missed asking about monthly volume, JSW share, or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Alright sir, I will tell you the rates for this. If it's possible today, then today, otherwise tomorrow in the first half I will send you the rate.\", \"comment\": \"The agent committed to a clear timeline for providing the price, which is an acceptable form of closure.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you only deal in AMNS or do you also, I mean, take JSW?\", \"comment\": \"The agent correctly focused on the customer's inquiry and only checked for openness to JSW, without pitching the entire product portfolio.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always revalidate the quantity required; without it, we cannot size the opportunity or provide an accurate quote.\", \"segment_detected\": \"trader\", \"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\": [], \"call_summary\": \"The customer, a trader from Ahmedabad, had placed an inquiry for 6mm and 2mm AMNS HR coil. The agent confirmed these details and the customer's openness to JSW or Tata brands. The agent committed to providing a price quote by the next day's first half, but did not establish the required quantity.\"}",
  "error": null,
  "latency_ms": 23015,
  "input_tokens": 3571,
  "output_tokens": 762,
  "created_at": "2026-09-25 12:07:57",
  "sentiment": "positive",
  "sentiment_score": 0.3,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.745,
  "agent_talk_sec": 34.7,
  "customer_talk_sec": 11.9,
  "dead_air_sec": 56.4,
  "longest_monologue_sec": 5.7,
  "agent_wpm": 283.6,
  "interruptions": 0,
  "agent_turns": 16,
  "customer_turns": 16,
  "discovery_qs": 9,
  "words_agent": 164,
  "words_customer": 47,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178956031781",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.17,
      "end_s": 0.67,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178956031781",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.9,
      "end_s": 1.3,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178956031781",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.6,
      "end_s": 2.0,
      "text_en": "Yes",
      "text_native": "हां जी"
    },
    {
      "ucid": "21112178956031781",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.26,
      "end_s": 3.0,
      "text_en": "Anupriti Traders?",
      "text_native": "अनुप्रीति ट्रेडर्स?"
    },
    {
      "ucid": "21112178956031781",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.1,
      "end_s": 3.5,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए"
    },
    {
      "ucid": "21112178956031781",
      "idx": 5,
      "speaker": "agent",
      "start_s": 3.7,
      "end_s": 6.0,
      "text_en": "Sir, your... I am Anupriti calling from JSW One.",
      "text_native": "सर आपका, मैं अनुप्रीति बात कर रही हूं JSW One से।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.2,
      "end_s": 6.7,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलो"
    },
    {
      "ucid": "21112178956031781",
      "idx": 7,
      "speaker": "agent",
      "start_s": 6.9,
      "end_s": 9.8,
      "text_en": "Sir, your account was registered, you have put an inquiry for AMNS.",
      "text_native": "सर आपका अकाउंट रजिस्टर था, इन्क्वायरी आपने डाला है AMNS का।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 11.7,
      "text_en": "Hmm hmm, I have put two inquiries.",
      "text_native": "हम्म हम्म, दो इन्क्वायरी डाला है मैंने।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.8,
      "end_s": 12.2,
      "text_en": "Yes sir.",
      "text_native": "हां सर।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 10,
      "speaker": "customer",
      "start_s": 12.6,
      "end_s": 12.8,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 11,
      "speaker": "agent",
      "start_s": 13.0,
      "end_s": 15.8,
      "text_en": "For AMNS, 6 mm in HR.",
      "text_native": "AMNS का 6 mm का HR में।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 12,
      "speaker": "agent",
      "start_s": 16.3,
      "end_s": 19.2,
      "text_en": "And the second one you have put, one minute, is for 2 mm.",
      "text_native": "और दूसरा वाला आपने डाला है, एक मिनट, 2 mm का।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 13,
      "speaker": "customer",
      "start_s": 19.3,
      "end_s": 19.9,
      "text_en": "Yes, 2 mm.",
      "text_native": "हां, 2 mm."
    },
    {
      "ucid": "21112178956031781",
      "idx": 14,
      "speaker": "agent",
      "start_s": 20.1,
      "end_s": 23.0,
      "text_en": "Sir, do you only deal in AMNS or do you also, I mean, take JSW?",
      "text_native": "सर आप AMNS में ही डील करते हो या JSW भी मतलब आप लेते हो?"
    },
    {
      "ucid": "21112178956031781",
      "idx": 15,
      "speaker": "customer",
      "start_s": 23.1,
      "end_s": 24.1,
      "text_en": "JSW will also work.",
      "text_native": "JSW भी चलेगा।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 16,
      "speaker": "agent",
      "start_s": 24.3,
      "end_s": 27.1,
      "text_en": "Okay, it will work, right? And this thickness that you have mentioned, is this your required thickness?",
      "text_native": "ओके, चलेगा ना? और ये जो आपने थिकनेस मेंशन किया, ये आपका रिक्वायर्ड थिकनेस है?"
    },
    {
      "ucid": "21112178956031781",
      "idx": 17,
      "speaker": "customer",
      "start_s": 27.2,
      "end_s": 28.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 18,
      "speaker": "agent",
      "start_s": 28.0,
      "end_s": 28.3,
      "text_en": "For both?",
      "text_native": "दोनों का?"
    },
    {
      "ucid": "21112178956031781",
      "idx": 19,
      "speaker": "customer",
      "start_s": 28.3,
      "end_s": 28.6,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 20,
      "speaker": "agent",
      "start_s": 28.7,
      "end_s": 31.8,
      "text_en": "Okay okay. And sir, are you in trading or manufacturing?",
      "text_native": "ओके ओके। और सर ये मतलब आप ट्रेडिंग में हो या मैन्युफैक्चरिंग में हो?"
    },
    {
      "ucid": "21112178956031781",
      "idx": 21,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 32.7,
      "text_en": "Trading.",
      "text_native": "ट्रेडिंग।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 22,
      "speaker": "agent",
      "start_s": 32.9,
      "end_s": 38.0,
      "text_en": "Okay okay sir. Alright sir, I will tell you the rates for this. If it's possible today, then today, otherwise tomorrow in the first half I will send you the rate.",
      "text_native": "ओके ओके सर। ठीक है सर, मैं आपको रेट्स बताती हूं इसका। अगर आज पॉसिबल रहा तो आज, नहीं तो कल फर्स्ट हाफ में आपको मैं भेजती हूं रेट।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 23,
      "speaker": "customer",
      "start_s": 38.1,
      "end_s": 39.8,
      "text_en": "Okay, where will the delivery be from, to pick it up?",
      "text_native": "ओके, इसका डिलीवरी कहां से होगा लेने का?"
    },
    {
      "ucid": "21112178956031781",
      "idx": 24,
      "speaker": "agent",
      "start_s": 40.1,
      "end_s": 42.1,
      "text_en": "This will be from Gujarat itself, sir. Your location is Gujarat, right?",
      "text_native": "ये सर गुजरात से ही होगा अपना। आपका लोकेशन गुजरात है ना?"
    },
    {
      "ucid": "21112178956031781",
      "idx": 25,
      "speaker": "customer",
      "start_s": 42.2,
      "end_s": 43.7,
      "text_en": "Mine is in Ahmedabad, Ahmedabad.",
      "text_native": "मेरा अहमदाबाद, अहमदाबाद में है।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 26,
      "speaker": "agent",
      "start_s": 43.8,
      "end_s": 45.8,
      "text_en": "It will be from Ahmedabad itself, sir. For Gujarat, it will be from there.",
      "text_native": "अहमदाबाद से ही होगा सर अपना। गुजरात का वहीं से होगा।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 27,
      "speaker": "customer",
      "start_s": 46.1,
      "end_s": 46.7,
      "text_en": "Alright, okay.",
      "text_native": "ठीक है, ओके।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 28,
      "speaker": "agent",
      "start_s": 47.2,
      "end_s": 50.1,
      "text_en": "Okay. For you, AMNS, JSW or Tata, any will work, right? The required thickness?",
      "text_native": "ओके। ये आपको AMNS, JSW या Tata कोई भी चलेगा ना, जो रिक्वायर्ड थिकनेस है वो?"
    },
    {
      "ucid": "21112178956031781",
      "idx": 29,
      "speaker": "customer",
      "start_s": 50.2,
      "end_s": 51.0,
      "text_en": "Yes, any will work.",
      "text_native": "हां, कोई भी चलेगा।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 30,
      "speaker": "agent",
      "start_s": 51.1,
      "end_s": 52.3,
      "text_en": "Okay okay. Thank you.",
      "text_native": "ओके ओके। थैंक यू।"
    },
    {
      "ucid": "21112178956031781",
      "idx": 31,
      "speaker": "customer",
      "start_s": 52.6,
      "end_s": 53.0,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178956031781",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, your account was registered, you have put an inquiry for AMNS.",
      "comment": "The agent correctly acknowledged the customer's platform inquiry at the start of the call."
    },
    {
      "ucid": "21112178956031781",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "partial",
      "earned": 1.5,
      "questions_hit": 3,
      "evidence": "For AMNS, 6 mm in HR... And the second one you have put... is for 2 mm... Your location is Gujarat, right?",
      "comment": "Agent revalidated product, thickness, and location, but missed asking about quantity and width."
    },
    {
      "ucid": "21112178956031781",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 2,
      "evidence": "Sir, are you in trading or manufacturing?... Sir, do you only deal in AMNS or do you also, I mean, take JSW?",
      "comment": "Agent successfully identified the customer's business type (trading) and brand openness, but missed asking about monthly volume, JSW share, or payment terms."
    },
    {
      "ucid": "21112178956031781",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Alright sir, I will tell you the rates for this. If it's possible today, then today, otherwise tomorrow in the first half I will send you the rate.",
      "comment": "The agent committed to a clear timeline for providing the price, which is an acceptable form of closure."
    },
    {
      "ucid": "21112178956031781",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, do you only deal in AMNS or do you also, I mean, take JSW?",
      "comment": "The agent correctly focused on the customer's inquiry and only checked for openness to JSW, without pitching the entire product portfolio."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)"
  ],
  "objection_phrases_list": []
}