{
  "ucid": "21112178956041491",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 17:36:54",
  "end_time": "2026-09-16 17:39:01",
  "duration_sec": 127,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA162d5bd964a8d8a797c5b14aee4ac1c8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1685,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178956041491__DIA162d5bd964a8d8a797c5b14aee4ac1c8.mp3",
  "audio_bytes": 337176,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 112.392,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हेलो।)\n[1s] AGENT: Hello.   (हेलो।)\n[2s] CUSTOMER: Speak, brother.   (बोलो भाई।)\n[3s] AGENT: Good evening, this is Satish speaking from the JSW One MSME platform, Jindal Steel.   (गुड इवनिंग, सतीश बोल रहा हूं JSW One MSME प्लेटफॉर्म से, जिंदल स्टील।)\n[7s] AGENT: Your company was registered on our portal, sir, and for the reference for your steel procurement. Do you have any requirement for GP or CR material, sir?   (ये आपका कंपनी रजिस्टर्ड था सर हमारे पोर्टल पर and for the reference for your steel procurement. ये GP और CR मटेरियल में कुछ रिक्वायरमेंट है सर आपको?)\n[12s] CUSTOMER: I need a 900 by 1.2 coil.   (ये मुझे 900 by 1.2 की कॉइल चाहिए।)\n[15s] AGENT: In 900?   (900 में?)\n[16s] CUSTOMER: In 900, 1.2.   (900 में 1.2.)\n[17s] AGENT: 1.2 and you're saying 900 width, correct?   (1.2 और 900 की विड्थ बोल रहे हो, बराबर?)\n[19s] CUSTOMER: Yes, yes 900 width and 1.2 thickness.   (हां, हां 900 विड्थ और 1.2 थिकनेस।)\n[21s] AGENT: Okay okay okay. What was the quantity, sir?   (अच्छा अच्छा अच्छा। कितना क्वांटिटी था सर ये?)\n[23s] CUSTOMER: I will take one coil, sir.   (एक कॉइल ले लूंगा सर।)\n[24s] AGENT: You'll take one whole coil? Our coil width, sir, is 1220 or 1250. You need this in GP, right?   (पूरी एक कॉइल ले लोगे? हमारी जो ये रहती है ना कॉइल की विड्थ सर, वो 1220 या 1250 की रहती है। ये GP में चाहिए ना आपको?)\n[29s] CUSTOMER: Yes, I need it in GP only.   (हां GP में ही चाहिए।)\n[30s] AGENT: Yes, sir, our coil width is 1220 or 1250, sir.   (हां, सर हमारी कॉइल की विड्थ जो रहती है वो 1220 या 1250 की रहती है सर।)\n[35s] CUSTOMER: But that one, that one comes, right? 905 by 900 by 25, the 900 by 1.2 one.   (लेकिन वो वो वो आती है ना 905 by 900 by 25, 900 by 1.2 की तो।)\n[39s] AGENT: That, sir, is available on MTO order, it's not available directly like that.   (वो सर MTO ऑर्डर पे मिलता है, ऐसा डायरेक्ट नहीं मिलता वो।)\n[41s] AGENT: Have you bought it before? Which company's do you buy?   (आपने पहले लिया हुआ है? कौनसे कंपनी का लेते हो आप ये?)\n[43s] CUSTOMER: No no, we buy Jindal's, we buy AMNS's.   (नहीं नहीं, वो तो जिंदल की लेते हैं, AMNS की लेते हैं।)\n[45s] AGENT: JSW, AMNS, both work for you.   (JSW, AMNS दोनों चलता है आपको।)\n[47s] AGENT: I'll do one thing. And what are your payment terms?   (मैं एक काम करता हूं। और पेमेंट टर्म्स कैसे रहता है आपका?)\n[49s] CUSTOMER: We will give the payment immediately.   (पेमेंट तुरंत दे देंगे।)\n[50s] AGENT: Ours is 100% advance, sir, against PI.   (हमारा 100% एडवांस रहता है सर अगेंस्ट PI.)\n[52s] CUSTOMER: Yes, yes, but in how many days will I get the material?   (हां, हां लेकिन कितने दिन में मटेरियल मिलेगा?)\n[54s] AGENT: So first I will have to check if I have the coil in 900 width or not.   (तो पहले तो मेरेको कॉइल चेक करना पड़ेगा ये 900 की विड्थ में है कि नहीं मेरे पास।)\n[56s] CUSTOMER: Yes. And tell me what the rate will be.   (हां। और रेट क्या होगा वो बता देना।)\n[58s] AGENT: I will, on WhatsApp, sir...   (मैं आपको है ना सर WhatsApp पे...)\n[59s] CUSTOMER: Now, if it's 1220, 1250, what is the rate for that, tell me that as well.   (अब अगर 1220, 1250 का क्या रेट है वो भी बता देना।)\n[61s] AGENT: And is this 120 GSM, or 80 GSM, sir?   (और ये 120 GSM है, 80 GSM है सर?)\n[63s] CUSTOMER: No no, 80, 80, 80 GSM.   (नहीं नहीं, 80, 80, 80 GSM.)\n[64s] AGENT: 80 GSM regular spangle.   (80 GSM रेगुलर स्पैंगल।)\n[66s] CUSTOMER: Yes.   (हां।)\n[66s] AGENT: Okay. Alright, alright sir.   (ओके। ठीक है, ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 33,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "33 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)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "Follow the pitch structure by asking for permission, using a supply hook, and conducting discovery before jumping into product specifications.",
  "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": "not_in_stockyard",
  "supply_details": "Customer required 900mm width coil, which the agent stated is a Made-to-Order (MTO) item, not a standard stockyard size like 1220mm or 1250mm.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer stated an immediate need for a GP coil with a 900mm width. The agent correctly identified this as a non-standard, Made-to-Order (MTO) size, as their stockyard carries 1220/1250mm widths. The call ended with the agent agreeing to check and get back to the customer, but without a firm committed next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Good evening, this is Satish speaking from the JSW One MSME platform, Jindal Steel.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for GP or CR material, sir?\", \"comment\": \"Agent did not lead with a supply or price hook, instead asking a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Which company's do you buy? ... And what are your payment terms?\", \"comment\": \"Agent only asked 2 of the 6 required discovery questions, failing to meet the 'partial' threshold of 3.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs; the conversation was purely transactional about a specific size.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"What was the quantity, sir? ... And is this 120 GSM, or 80 GSM, sir?\", \"comment\": \"Although the customer initiated with the requirement, the agent actively qualified it by asking for quantity and GSM.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay. Alright, alright sir.\", \"comment\": \"The call ended without an explicit, committed next step like sending a quote by a specific time or scheduling a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Follow the pitch structure by asking for permission, using a supply hook, and conducting discovery before jumping into product specifications.\", \"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\": \"not_in_stockyard\", \"supply_details\": \"Customer required 900mm width coil, which the agent stated is a Made-to-Order (MTO) item, not a standard stockyard size like 1220mm or 1250mm.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer stated an immediate need for a GP coil with a 900mm width. The agent correctly identified this as a non-standard, Made-to-Order (MTO) size, as their stockyard carries 1220/1250mm widths. The call ended with the agent agreeing to check and get back to the customer, but without a firm committed next step.\"}",
  "error": null,
  "latency_ms": 32122,
  "input_tokens": 3860,
  "output_tokens": 833,
  "created_at": "2026-09-25 12:07:57",
  "sentiment": "negative",
  "sentiment_score": -0.257,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.621,
  "agent_talk_sec": 37.5,
  "customer_talk_sec": 22.9,
  "dead_air_sec": 66.6,
  "longest_monologue_sec": 8.0,
  "agent_wpm": 278.4,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 15,
  "discovery_qs": 10,
  "words_agent": 174,
  "words_customer": 112,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178956041491",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.2,
      "end_s": 0.98,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.3,
      "end_s": 1.74,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.0,
      "end_s": 2.5,
      "text_en": "Speak, brother.",
      "text_native": "बोलो भाई।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.78,
      "end_s": 6.0,
      "text_en": "Good evening, this is Satish speaking from the JSW One MSME platform, Jindal Steel.",
      "text_native": "गुड इवनिंग, सतीश बोल रहा हूं JSW One MSME प्लेटफॉर्म से, जिंदल स्टील।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 11.48,
      "text_en": "Your company was registered on our portal, sir, and for the reference for your steel procurement. Do you have any requirement for GP or CR material, sir?",
      "text_native": "ये आपका कंपनी रजिस्टर्ड था सर हमारे पोर्टल पर and for the reference for your steel procurement. ये GP और CR मटेरियल में कुछ रिक्वायरमेंट है सर आपको?"
    },
    {
      "ucid": "21112178956041491",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 14.96,
      "text_en": "I need a 900 by 1.2 coil.",
      "text_native": "ये मुझे 900 by 1.2 की कॉइल चाहिए।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 6,
      "speaker": "agent",
      "start_s": 15.16,
      "end_s": 15.78,
      "text_en": "In 900?",
      "text_native": "900 में?"
    },
    {
      "ucid": "21112178956041491",
      "idx": 7,
      "speaker": "customer",
      "start_s": 16.0,
      "end_s": 17.18,
      "text_en": "In 900, 1.2.",
      "text_native": "900 में 1.2."
    },
    {
      "ucid": "21112178956041491",
      "idx": 8,
      "speaker": "agent",
      "start_s": 17.36,
      "end_s": 19.0,
      "text_en": "1.2 and you're saying 900 width, correct?",
      "text_native": "1.2 और 900 की विड्थ बोल रहे हो, बराबर?"
    },
    {
      "ucid": "21112178956041491",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 21.0,
      "text_en": "Yes, yes 900 width and 1.2 thickness.",
      "text_native": "हां, हां 900 विड्थ और 1.2 थिकनेस।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 10,
      "speaker": "agent",
      "start_s": 21.2,
      "end_s": 22.8,
      "text_en": "Okay okay okay. What was the quantity, sir?",
      "text_native": "अच्छा अच्छा अच्छा। कितना क्वांटिटी था सर ये?"
    },
    {
      "ucid": "21112178956041491",
      "idx": 11,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 24.0,
      "text_en": "I will take one coil, sir.",
      "text_native": "एक कॉइल ले लूंगा सर।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.2,
      "end_s": 29.0,
      "text_en": "You'll take one whole coil? Our coil width, sir, is 1220 or 1250. You need this in GP, right?",
      "text_native": "पूरी एक कॉइल ले लोगे? हमारी जो ये रहती है ना कॉइल की विड्थ सर, वो 1220 या 1250 की रहती है। ये GP में चाहिए ना आपको?"
    },
    {
      "ucid": "21112178956041491",
      "idx": 13,
      "speaker": "customer",
      "start_s": 29.2,
      "end_s": 30.2,
      "text_en": "Yes, I need it in GP only.",
      "text_native": "हां GP में ही चाहिए।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.4,
      "end_s": 34.5,
      "text_en": "Yes, sir, our coil width is 1220 or 1250, sir.",
      "text_native": "हां, सर हमारी कॉइल की विड्थ जो रहती है वो 1220 या 1250 की रहती है सर।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 15,
      "speaker": "customer",
      "start_s": 34.7,
      "end_s": 38.5,
      "text_en": "But that one, that one comes, right? 905 by 900 by 25, the 900 by 1.2 one.",
      "text_native": "लेकिन वो वो वो आती है ना 905 by 900 by 25, 900 by 1.2 की तो।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 16,
      "speaker": "agent",
      "start_s": 38.7,
      "end_s": 41.0,
      "text_en": "That, sir, is available on MTO order, it's not available directly like that.",
      "text_native": "वो सर MTO ऑर्डर पे मिलता है, ऐसा डायरेक्ट नहीं मिलता वो।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 17,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 43.0,
      "text_en": "Have you bought it before? Which company's do you buy?",
      "text_native": "आपने पहले लिया हुआ है? कौनसे कंपनी का लेते हो आप ये?"
    },
    {
      "ucid": "21112178956041491",
      "idx": 18,
      "speaker": "customer",
      "start_s": 43.2,
      "end_s": 45.0,
      "text_en": "No no, we buy Jindal's, we buy AMNS's.",
      "text_native": "नहीं नहीं, वो तो जिंदल की लेते हैं, AMNS की लेते हैं।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 19,
      "speaker": "agent",
      "start_s": 45.2,
      "end_s": 46.5,
      "text_en": "JSW, AMNS, both work for you.",
      "text_native": "JSW, AMNS दोनों चलता है आपको।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 20,
      "speaker": "agent",
      "start_s": 46.7,
      "end_s": 48.5,
      "text_en": "I'll do one thing. And what are your payment terms?",
      "text_native": "मैं एक काम करता हूं। और पेमेंट टर्म्स कैसे रहता है आपका?"
    },
    {
      "ucid": "21112178956041491",
      "idx": 21,
      "speaker": "customer",
      "start_s": 48.7,
      "end_s": 49.8,
      "text_en": "We will give the payment immediately.",
      "text_native": "पेमेंट तुरंत दे देंगे।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 22,
      "speaker": "agent",
      "start_s": 50.0,
      "end_s": 51.8,
      "text_en": "Ours is 100% advance, sir, against PI.",
      "text_native": "हमारा 100% एडवांस रहता है सर अगेंस्ट PI."
    },
    {
      "ucid": "21112178956041491",
      "idx": 23,
      "speaker": "customer",
      "start_s": 52.0,
      "end_s": 53.5,
      "text_en": "Yes, yes, but in how many days will I get the material?",
      "text_native": "हां, हां लेकिन कितने दिन में मटेरियल मिलेगा?"
    },
    {
      "ucid": "21112178956041491",
      "idx": 24,
      "speaker": "agent",
      "start_s": 53.7,
      "end_s": 56.0,
      "text_en": "So first I will have to check if I have the coil in 900 width or not.",
      "text_native": "तो पहले तो मेरेको कॉइल चेक करना पड़ेगा ये 900 की विड्थ में है कि नहीं मेरे पास।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 25,
      "speaker": "customer",
      "start_s": 56.2,
      "end_s": 57.8,
      "text_en": "Yes. And tell me what the rate will be.",
      "text_native": "हां। और रेट क्या होगा वो बता देना।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 26,
      "speaker": "agent",
      "start_s": 58.0,
      "end_s": 58.8,
      "text_en": "I will, on WhatsApp, sir...",
      "text_native": "मैं आपको है ना सर WhatsApp पे..."
    },
    {
      "ucid": "21112178956041491",
      "idx": 27,
      "speaker": "customer",
      "start_s": 58.9,
      "end_s": 61.0,
      "text_en": "Now, if it's 1220, 1250, what is the rate for that, tell me that as well.",
      "text_native": "अब अगर 1220, 1250 का क्या रेट है वो भी बता देना।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 28,
      "speaker": "agent",
      "start_s": 61.4,
      "end_s": 62.8,
      "text_en": "And is this 120 GSM, or 80 GSM, sir?",
      "text_native": "और ये 120 GSM है, 80 GSM है सर?"
    },
    {
      "ucid": "21112178956041491",
      "idx": 29,
      "speaker": "customer",
      "start_s": 63.0,
      "end_s": 64.2,
      "text_en": "No no, 80, 80, 80 GSM.",
      "text_native": "नहीं नहीं, 80, 80, 80 GSM."
    },
    {
      "ucid": "21112178956041491",
      "idx": 30,
      "speaker": "agent",
      "start_s": 64.4,
      "end_s": 65.5,
      "text_en": "80 GSM regular spangle.",
      "text_native": "80 GSM रेगुलर स्पैंगल।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 31,
      "speaker": "customer",
      "start_s": 65.7,
      "end_s": 66.1,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178956041491",
      "idx": 32,
      "speaker": "agent",
      "start_s": 66.3,
      "end_s": 68.0,
      "text_en": "Okay. Alright, alright sir.",
      "text_native": "ओके। ठीक है, ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178956041491",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Good evening, this is Satish speaking from the JSW One MSME platform, Jindal Steel.",
      "comment": "Agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178956041491",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for GP or CR material, sir?",
      "comment": "Agent did not lead with a supply or price hook, instead asking a generic requirement question."
    },
    {
      "ucid": "21112178956041491",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "Which company's do you buy? ... And what are your payment terms?",
      "comment": "Agent only asked 2 of the 6 required discovery questions, failing to meet the 'partial' threshold of 3."
    },
    {
      "ucid": "21112178956041491",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs; the conversation was purely transactional about a specific size."
    },
    {
      "ucid": "21112178956041491",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "What was the quantity, sir? ... And is this 120 GSM, or 80 GSM, sir?",
      "comment": "Although the customer initiated with the requirement, the agent actively qualified it by asking for quantity and GSM."
    },
    {
      "ucid": "21112178956041491",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay. Alright, alright sir.",
      "comment": "The call ended without an explicit, committed next step like sending a quote by a specific time or scheduling a callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}