{
  "ucid": "21112178962182311",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 10:40:23",
  "end_time": "2026-09-17 10:42:02",
  "duration_sec": 99,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1026ac2f0e4b0bee6e56c37d711596fd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1670,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962182311__DIA1026ac2f0e4b0bee6e56c37d711596fd.mp3",
  "audio_bytes": 239976,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 79.992,
  "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: Hello.   (हेलो।)\n[2s] AGENT: Uh, am I speaking with Saad ji from Prime Steel Forming?   (अह, साद जी बात कर रहे हैं Prime Steel Forming से?)\n[5s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: I was calling from JSW One, greetings.   (JSW One से बात कर रहा था, नमस्कार।)\n[7s] CUSTOMER: Greetings.   (नमस्कार जी।)\n[7s] AGENT: Sir, do you have any requirement for steel right now?   (अभी सर कोई requirement है steel में?)\n[9s] CUSTOMER: Sorry?   (हैं जी?)\n[10s] AGENT: Do you have any requirement for steel, sir? HR, CR, anything?   (Steel में कोई requirement है क्या सर जी? HR, CR, कुछ?)\n[12s] CUSTOMER: I'm actually his brother speaking. No problem, I will talk to him and let you know if there is any requirement.   (मैं वैसे उसका brother बोल रहा हूं। कोई बात नहीं, मैं बात करके बता दूंगा आपको अगर कोई भी requirement हुई।)\n[16s] AGENT: Okay, so your requirement... you look after...   (अच्छा, मतलब आपकी requirement मतलब देखते...)\n[17s] CUSTOMER: No, no, we both look after it. Meaning, we had just ordered material. So we'll see how it is now.   (नहीं नहीं, दोनों ही देखते हैं। मतलब अभी material मंगवा लिया था। तो अभी देखते हैं कैसे है।)\n[20s] CUSTOMER: What is Max... what is the price of Magnelis in 2mm?   (क्या Max... Magnelis का क्या है, क्या price चल रहा है 2mm में?)\n[23s] CUSTOMER: Of Magnelis.   (Magnelis का।)\n[24s] AGENT: Magnelis?\n[24s] AGENT: We don't provide Magnelis.   (Magnelis तो नहीं देते।)\n[26s] CUSTOMER: Maxsure?\n[26s] AGENT: Okay, yes, Maxsure. By the way, what is your work? In Prime... Prime Steel Forming, what is your work?   (अच्छा, हां, Maxsure। आपका वैसे काम क्या है? Prime... Prime Steel Forming में काम क्या है आपका?)\n[30s] CUSTOMER: We do roll forming.   (हम roll form करते हैं।)\n[30s] CUSTOMER: Channels.\n[31s] AGENT: Roll form?\n[32s] CUSTOMER: Yes.   (हां जी।)\n[32s] AGENT: Channels. Okay.\n[32s] AGENT: So what is the, like, monthly quantity, I mean what raw material do you take? Do you take Maxsure?   (तो कितना मतलब monthly quantity, मतलब क्या raw material लेते हैं? Maxsure लेते हो?)\n[35s] CUSTOMER: Sir, I will get you to talk to Saad only.   (सर, वो मैं ना साद से ही आपकी बात करवाऊंगा।)\n[37s] AGENT: Okay, okay.   (अच्छा, अच्छा।)\n[38s] CUSTOMER: Yes, yes.   (हां जी, हां जी।)\n[38s] AGENT: Uh, okay.   (अह, okay.)\n[38s] AGENT: Alright.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 30,
  "connected": 1,
  "audio_notes": "clear: The customer initially asks for 'Magnelis' but seems to correct himself to 'Maxsure'.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "30 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)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer defers the conversation to a specific person, secure a concrete next step by asking 'When would be a good time for me to call Saad?' instead of just agreeing.",
  "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": 1,
  "material_detected": "Magnelis",
  "catalogue_status": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent reached the brother of the intended contact at Prime Steel Forming. The customer indicated they had recently purchased material but inquired about Magnelis (which JSW doesn't supply) and Maxsure. The agent began discovery, but the customer deferred the conversation to his brother, and the call ended without a scheduled follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask if it was a good time to talk, instead jumping directly to asking about a requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead opening with a question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"By the way, what is your work? In Prime... Prime Steel Forming, what is your work?\", \"comment\": \"Agent successfully asked about manufacturing type, end application was volunteered, and monthly quantity was asked before the customer deferred.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir? HR, CR, anything?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"When the customer deferred to his brother, the agent agreed but did not establish a specific time or date for a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer defers the conversation to a specific person, secure a concrete next step by asking 'When would be a good time for me to call Saad?' instead of just agreeing.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Magnelis\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent reached the brother of the intended contact at Prime Steel Forming. The customer indicated they had recently purchased material but inquired about Magnelis (which JSW doesn't supply) and Maxsure. The agent began discovery, but the customer deferred the conversation to his brother, and the call ended without a scheduled follow-up.\"}",
  "error": null,
  "latency_ms": 29407,
  "input_tokens": 3342,
  "output_tokens": 734,
  "created_at": "2026-09-25 12:07:19",
  "sentiment": "negative",
  "sentiment_score": -0.391,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.518,
  "agent_talk_sec": 19.2,
  "customer_talk_sec": 17.9,
  "dead_air_sec": 61.9,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 309.4,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 15,
  "discovery_qs": 10,
  "words_agent": 99,
  "words_customer": 78,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962182311",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.3,
      "end_s": 0.88,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.09,
      "end_s": 1.5,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.76,
      "end_s": 2.12,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.28,
      "end_s": 4.23,
      "text_en": "Uh, am I speaking with Saad ji from Prime Steel Forming?",
      "text_native": "अह, साद जी बात कर रहे हैं Prime Steel Forming से?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.58,
      "end_s": 5.0,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 6.54,
      "text_en": "I was calling from JSW One, greetings.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 7.22,
      "text_en": "Greetings.",
      "text_native": "नमस्कार जी।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.4,
      "end_s": 8.94,
      "text_en": "Sir, do you have any requirement for steel right now?",
      "text_native": "अभी सर कोई requirement है steel में?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 8,
      "speaker": "customer",
      "start_s": 9.2,
      "end_s": 9.54,
      "text_en": "Sorry?",
      "text_native": "हैं जी?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 9,
      "speaker": "agent",
      "start_s": 9.6,
      "end_s": 11.5,
      "text_en": "Do you have any requirement for steel, sir? HR, CR, anything?",
      "text_native": "Steel में कोई requirement है क्या सर जी? HR, CR, कुछ?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 10,
      "speaker": "customer",
      "start_s": 11.5,
      "end_s": 15.8,
      "text_en": "I'm actually his brother speaking. No problem, I will talk to him and let you know if there is any requirement.",
      "text_native": "मैं वैसे उसका brother बोल रहा हूं। कोई बात नहीं, मैं बात करके बता दूंगा आपको अगर कोई भी requirement हुई।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 11,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 17.2,
      "text_en": "Okay, so your requirement... you look after...",
      "text_native": "अच्छा, मतलब आपकी requirement मतलब देखते..."
    },
    {
      "ucid": "21112178962182311",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.2,
      "end_s": 20.5,
      "text_en": "No, no, we both look after it. Meaning, we had just ordered material. So we'll see how it is now.",
      "text_native": "नहीं नहीं, दोनों ही देखते हैं। मतलब अभी material मंगवा लिया था। तो अभी देखते हैं कैसे है।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 23.0,
      "text_en": "What is Max... what is the price of Magnelis in 2mm?",
      "text_native": "क्या Max... Magnelis का क्या है, क्या price चल रहा है 2mm में?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 14,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 23.8,
      "text_en": "Of Magnelis.",
      "text_native": "Magnelis का।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 15,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 24.4,
      "text_en": "Magnelis?",
      "text_native": "Magnelis?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 16,
      "speaker": "agent",
      "start_s": 24.4,
      "end_s": 25.5,
      "text_en": "We don't provide Magnelis.",
      "text_native": "Magnelis तो नहीं देते।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 17,
      "speaker": "customer",
      "start_s": 25.5,
      "end_s": 26.0,
      "text_en": "Maxsure?",
      "text_native": "Maxsure?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 18,
      "speaker": "agent",
      "start_s": 26.0,
      "end_s": 29.5,
      "text_en": "Okay, yes, Maxsure. By the way, what is your work? In Prime... Prime Steel Forming, what is your work?",
      "text_native": "अच्छा, हां, Maxsure। आपका वैसे काम क्या है? Prime... Prime Steel Forming में काम क्या है आपका?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 19,
      "speaker": "customer",
      "start_s": 29.5,
      "end_s": 30.5,
      "text_en": "We do roll forming.",
      "text_native": "हम roll form करते हैं।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 20,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 31.0,
      "text_en": "Channels.",
      "text_native": "Channels."
    },
    {
      "ucid": "21112178962182311",
      "idx": 21,
      "speaker": "agent",
      "start_s": 31.0,
      "end_s": 31.5,
      "text_en": "Roll form?",
      "text_native": "Roll form?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 22,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 31.9,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 23,
      "speaker": "agent",
      "start_s": 31.9,
      "end_s": 32.5,
      "text_en": "Channels. Okay.",
      "text_native": "Channels. Okay."
    },
    {
      "ucid": "21112178962182311",
      "idx": 24,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 35.2,
      "text_en": "So what is the, like, monthly quantity, I mean what raw material do you take? Do you take Maxsure?",
      "text_native": "तो कितना मतलब monthly quantity, मतलब क्या raw material लेते हैं? Maxsure लेते हो?"
    },
    {
      "ucid": "21112178962182311",
      "idx": 25,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 37.0,
      "text_en": "Sir, I will get you to talk to Saad only.",
      "text_native": "सर, वो मैं ना साद से ही आपकी बात करवाऊंगा।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 26,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 37.5,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा, अच्छा।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 27,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 38.0,
      "text_en": "Yes, yes.",
      "text_native": "हां जी, हां जी।"
    },
    {
      "ucid": "21112178962182311",
      "idx": 28,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 38.5,
      "text_en": "Uh, okay.",
      "text_native": "अह, okay."
    },
    {
      "ucid": "21112178962182311",
      "idx": 29,
      "speaker": "agent",
      "start_s": 38.5,
      "end_s": 39.0,
      "text_en": "Alright.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962182311",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask if it was a good time to talk, instead jumping directly to asking about a requirement."
    },
    {
      "ucid": "21112178962182311",
      "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 opening with a question about requirements."
    },
    {
      "ucid": "21112178962182311",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 3,
      "evidence": "By the way, what is your work? In Prime... Prime Steel Forming, what is your work?",
      "comment": "Agent successfully asked about manufacturing type, end application was volunteered, and monthly quantity was asked before the customer deferred."
    },
    {
      "ucid": "21112178962182311",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178962182311",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir? HR, CR, anything?",
      "comment": "The agent successfully asked if a current requirement exists, which is the primary goal of this step."
    },
    {
      "ucid": "21112178962182311",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "When the customer deferred to his brother, the agent agreed but did not establish a specific time or date for 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": []
}