{
  "ucid": "21112178962212371",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 10:45:23",
  "end_time": "2026-09-17 10:47:41",
  "duration_sec": 138,
  "campaign": "MSME_IS_PANIndia_NewReg_260526",
  "disposition": "Does_not_deal_Steel",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA683bbbdff419d1e8eb5edfe0a87f6b82.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1668,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962212371__DIA683bbbdff419d1e8eb5edfe0a87f6b82.mp3",
  "audio_bytes": 341712,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 113.904,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello   (हेलो)\n[5s] AGENT: Uh, am I speaking with Manraj Metal Private Limited?   (अह मनराज मेटल प्राइवेट लिमिटेड से बात कर रहे हैं?)\n[8s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[9s] AGENT: I was calling from JSW One, hello.   (JSW One से बात कर रहा था, नमस्कार।)\n[10s] CUSTOMER: From where?   (कहां से?)\n[11s] AGENT: JSW One, Jindal Steel.\n[12s] CUSTOMER: Yes, yes, speak.   (हां हां बोलिए।)\n[13s] AGENT: Uh sir, your account was registered recently, so I wanted to know a little about this firm of yours, Manraj Metal Private Limited, what is its nature of business, sir?   (अह सर अभी आपका रिसेंटली अकाउंट रजिस्टर हुआ था तो थोड़ा जानना था यह मनराज मेटल प्राइवेट लिमिटेड जो फर्म है आपकी उसका नेचर ऑफ बिजनेस क्या है सर?)\n[19s] CUSTOMER: Yes, actually we have a metal business and it is located in Ahmedabad. Right now, for the time being, it is for copper and brass, so now we are thinking about SS, like, to purchase SS products in bulk, in wholesale.   (हां एक्चुअली हमारा मेटल का बिजनेस है और यह हमारा रखे है अहमदाबाद में। अभी फिलहाल तो कॉपर और ब्रास का है तो अभी मतलब SS का सोच रहे हैं के अह मतलब SS की प्रोडक्ट परचेस करना बल्क में होलसेल में।)\n[27s] AGENT: We don't provide SS, we don't provide copper and brass either, sir.   (SS तो नहीं देते, कॉपर ब्रास भी नहीं देते सर।)\n[30s] CUSTOMER: Oh, is that so. So what do you deal in?   (अच्छा ऐसा है। तो आपका काई का है?)\n[31s] AGENT: In mild steel, we provide mild steel products. In that, there is HR, there is CR, GP, PPGL, wire rods, TMT bars, angle channel beams, all these are there.   (माइल्ड स्टील में हम, माइल्ड स्टील के प्रोडक्ट्स देते हैं। उसमें HR रहता है, CR रहता है, GP, PPGL रहता है, वायर रॉड्स, TMT बार्स, एंगल चैनल बीम्स, ये सब रहते हैं।)\n[38s] CUSTOMER: Oh, is that so.   (अच्छा ऐसा है।)\n[39s] AGENT: Yes. So out of these, out of these raw materials, do you have a requirement for any?   (हांजी। तो इनमें से, इन रॉ मटेरियल में से किसी का रिक्वायरमेंट रहता है आपको?)\n[42s] CUSTOMER: Hmm.   (हम्म।)\n[43s] AGENT: Yes sir?   (हां सर?)\n[43s] CUSTOMER: No, not for now. Meaning, for now, ours is only in copper, brass, and SS.   (नहीं, अभी तो नहीं रहता। मतलब हमारा फिलहाल तो कॉपर, ब्रास और SS में ही है।)\n[46s] AGENT: Oh, okay okay. Meaning there is no requirement.   (अच्छा, ओके ओके। मतलब नहीं है रिक्वायरमेंट।)\n[48s] CUSTOMER: Yes.   (हां।)\n[49s] AGENT: Okay okay. So, when you registered, you thought that we provide SS?   (ओके ओके। तो मतलब आपको जब उन्होंने रजिस्टर किया तो आपको लगा कि SS देते हैं?)\n[51s] CUSTOMER: No, I, I had actually seen an ad and someone had suggested to me that, brother, you should try this once. Meaning, then I also saw your products but in that, I felt that maybe there would be some update. I was about to call you in customer care.   (नहीं, मुझे, मैंने एक्चुअली ऐड देखी थी और मुझे किसी ने सजेस्ट किया था कि भई इसपे तू एक बार ट्राई कर। मतलब फिर मैंने आपके प्रोडक्ट भी देखे बट उसमें तो मुझे ऐसा कि मतलब कुछ अपडेट होगा। मैं आपको कॉल करने ही वाला था कस्टमर केयर में।)\n[59s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[59s] CUSTOMER: And your call came. Meaning, you only keep steel products, right?   (और आपका कॉल आ गया। मतलब आप स्टील की प्रोडक्ट्स ही रखते हो ना सिर्फ?)\n[62s] AGENT: Yes yes, mild steel only.   (हांजी हांजी, माइल्ड स्टील ओनली।)\n[64s] CUSTOMER: Okay, no problem.   (ठीक है, कोई नहीं।)\n[65s] AGENT: Okay sir, okay.   (ठीक है सर, ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"Gujarati\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present but does not impede 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": "new_registration",
  "pitch_type_source": "campaign_name:high",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 1.5,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a lead is disqualified on product type, still attempt to schedule a future check-in call in case their business needs change to include mild steel.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "SS, copper, brass",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a newly registered lead, Manraj Metal. The customer explained their business is in copper, brass, and they are looking for Stainless Steel (SS). The agent correctly identified that JSW One does not supply these materials and listed the mild steel products available. The customer confirmed no requirement for mild steel, and the call was concluded.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, your account was registered recently, so I wanted to know a little about this firm of yours...\", \"comment\": \"The agent referenced the recent registration and opened with a discovery question, positioning the call as help-oriented.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Uh, am I speaking with Manraj Metal Private Limited?\", \"comment\": \"The agent confirmed the company name and the customer volunteered the city (2/4 questions hit).\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"...what is its nature of business, sir?\", \"comment\": \"The agent only asked about the nature of business before the call was disqualified on product type; no other discovery questions were attempted.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended after the product mismatch was identified, so no platform education was provided.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked if the customer needed JSW's products, but after the customer said 'no', no specific callback date was scheduled.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a scheduled callback, or a platform walkthrough being agreed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a lead is disqualified on product type, still attempt to schedule a future check-in call in case their business needs change to include mild steel.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"SS, copper, brass\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called a newly registered lead, Manraj Metal. The customer explained their business is in copper, brass, and they are looking for Stainless Steel (SS). The agent correctly identified that JSW One does not supply these materials and listed the mild steel products available. The customer confirmed no requirement for mild steel, and the call was concluded.\"}",
  "error": null,
  "latency_ms": 35825,
  "input_tokens": 3649,
  "output_tokens": 752,
  "created_at": "2026-09-25 12:07:23",
  "sentiment": "negative",
  "sentiment_score": -0.507,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 8,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.539,
  "agent_talk_sec": 30.0,
  "customer_talk_sec": 25.7,
  "dead_air_sec": 82.3,
  "longest_monologue_sec": 6.2,
  "agent_wpm": 282.0,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 12,
  "discovery_qs": 5,
  "words_agent": 141,
  "words_customer": 142,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962212371",
      "idx": 0,
      "speaker": "agent",
      "start_s": 4.59,
      "end_s": 5.01,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178962212371",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.29,
      "end_s": 7.5,
      "text_en": "Uh, am I speaking with Manraj Metal Private Limited?",
      "text_native": "अह मनराज मेटल प्राइवेट लिमिटेड से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178962212371",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.46,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.6,
      "end_s": 10.19,
      "text_en": "I was calling from JSW One, hello.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 10.8,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178962212371",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.9,
      "end_s": 12.18,
      "text_en": "JSW One, Jindal Steel.",
      "text_native": "JSW One, Jindal Steel."
    },
    {
      "ucid": "21112178962212371",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 12.8,
      "text_en": "Yes, yes, speak.",
      "text_native": "हां हां बोलिए।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 18.8,
      "text_en": "Uh sir, your account was registered recently, so I wanted to know a little about this firm of yours, Manraj Metal Private Limited, what is its nature of business, sir?",
      "text_native": "अह सर अभी आपका रिसेंटली अकाउंट रजिस्टर हुआ था तो थोड़ा जानना था यह मनराज मेटल प्राइवेट लिमिटेड जो फर्म है आपकी उसका नेचर ऑफ बिजनेस क्या है सर?"
    },
    {
      "ucid": "21112178962212371",
      "idx": 8,
      "speaker": "customer",
      "start_s": 19.3,
      "end_s": 27.0,
      "text_en": "Yes, actually we have a metal business and it is located in Ahmedabad. Right now, for the time being, it is for copper and brass, so now we are thinking about SS, like, to purchase SS products in bulk, in wholesale.",
      "text_native": "हां एक्चुअली हमारा मेटल का बिजनेस है और यह हमारा रखे है अहमदाबाद में। अभी फिलहाल तो कॉपर और ब्रास का है तो अभी मतलब SS का सोच रहे हैं के अह मतलब SS की प्रोडक्ट परचेस करना बल्क में होलसेल में।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 9,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 29.5,
      "text_en": "We don't provide SS, we don't provide copper and brass either, sir.",
      "text_native": "SS तो नहीं देते, कॉपर ब्रास भी नहीं देते सर।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 10,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 31.2,
      "text_en": "Oh, is that so. So what do you deal in?",
      "text_native": "अच्छा ऐसा है। तो आपका काई का है?"
    },
    {
      "ucid": "21112178962212371",
      "idx": 11,
      "speaker": "agent",
      "start_s": 31.3,
      "end_s": 37.5,
      "text_en": "In mild steel, we provide mild steel products. In that, there is HR, there is CR, GP, PPGL, wire rods, TMT bars, angle channel beams, all these are there.",
      "text_native": "माइल्ड स्टील में हम, माइल्ड स्टील के प्रोडक्ट्स देते हैं। उसमें HR रहता है, CR रहता है, GP, PPGL रहता है, वायर रॉड्स, TMT बार्स, एंगल चैनल बीम्स, ये सब रहते हैं।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 12,
      "speaker": "customer",
      "start_s": 37.8,
      "end_s": 38.5,
      "text_en": "Oh, is that so.",
      "text_native": "अच्छा ऐसा है।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 13,
      "speaker": "agent",
      "start_s": 38.8,
      "end_s": 41.8,
      "text_en": "Yes. So out of these, out of these raw materials, do you have a requirement for any?",
      "text_native": "हांजी। तो इनमें से, इन रॉ मटेरियल में से किसी का रिक्वायरमेंट रहता है आपको?"
    },
    {
      "ucid": "21112178962212371",
      "idx": 14,
      "speaker": "customer",
      "start_s": 42.0,
      "end_s": 42.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 15,
      "speaker": "agent",
      "start_s": 42.6,
      "end_s": 43.0,
      "text_en": "Yes sir?",
      "text_native": "हां सर?"
    },
    {
      "ucid": "21112178962212371",
      "idx": 16,
      "speaker": "customer",
      "start_s": 43.2,
      "end_s": 46.0,
      "text_en": "No, not for now. Meaning, for now, ours is only in copper, brass, and SS.",
      "text_native": "नहीं, अभी तो नहीं रहता। मतलब हमारा फिलहाल तो कॉपर, ब्रास और SS में ही है।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 17,
      "speaker": "agent",
      "start_s": 46.2,
      "end_s": 48.0,
      "text_en": "Oh, okay okay. Meaning there is no requirement.",
      "text_native": "अच्छा, ओके ओके। मतलब नहीं है रिक्वायरमेंट।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 18,
      "speaker": "customer",
      "start_s": 48.1,
      "end_s": 48.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 19,
      "speaker": "agent",
      "start_s": 48.6,
      "end_s": 51.2,
      "text_en": "Okay okay. So, when you registered, you thought that we provide SS?",
      "text_native": "ओके ओके। तो मतलब आपको जब उन्होंने रजिस्टर किया तो आपको लगा कि SS देते हैं?"
    },
    {
      "ucid": "21112178962212371",
      "idx": 20,
      "speaker": "customer",
      "start_s": 51.3,
      "end_s": 58.5,
      "text_en": "No, I, I had actually seen an ad and someone had suggested to me that, brother, you should try this once. Meaning, then I also saw your products but in that, I felt that maybe there would be some update. I was about to call you in customer care.",
      "text_native": "नहीं, मुझे, मैंने एक्चुअली ऐड देखी थी और मुझे किसी ने सजेस्ट किया था कि भई इसपे तू एक बार ट्राई कर। मतलब फिर मैंने आपके प्रोडक्ट भी देखे बट उसमें तो मुझे ऐसा कि मतलब कुछ अपडेट होगा। मैं आपको कॉल करने ही वाला था कस्टमर केयर में।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 21,
      "speaker": "agent",
      "start_s": 58.6,
      "end_s": 59.2,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 22,
      "speaker": "customer",
      "start_s": 59.3,
      "end_s": 61.8,
      "text_en": "And your call came. Meaning, you only keep steel products, right?",
      "text_native": "और आपका कॉल आ गया। मतलब आप स्टील की प्रोडक्ट्स ही रखते हो ना सिर्फ?"
    },
    {
      "ucid": "21112178962212371",
      "idx": 23,
      "speaker": "agent",
      "start_s": 62.0,
      "end_s": 63.2,
      "text_en": "Yes yes, mild steel only.",
      "text_native": "हांजी हांजी, माइल्ड स्टील ओनली।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 24,
      "speaker": "customer",
      "start_s": 63.8,
      "end_s": 64.5,
      "text_en": "Okay, no problem.",
      "text_native": "ठीक है, कोई नहीं।"
    },
    {
      "ucid": "21112178962212371",
      "idx": 25,
      "speaker": "agent",
      "start_s": 65.0,
      "end_s": 65.8,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962212371",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh sir, your account was registered recently, so I wanted to know a little about this firm of yours...",
      "comment": "The agent referenced the recent registration and opened with a discovery question, positioning the call as help-oriented."
    },
    {
      "ucid": "21112178962212371",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "Uh, am I speaking with Manraj Metal Private Limited?",
      "comment": "The agent confirmed the company name and the customer volunteered the city (2/4 questions hit)."
    },
    {
      "ucid": "21112178962212371",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "...what is its nature of business, sir?",
      "comment": "The agent only asked about the nature of business before the call was disqualified on product type; no other discovery questions were attempted."
    },
    {
      "ucid": "21112178962212371",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended after the product mismatch was identified, so no platform education was provided."
    },
    {
      "ucid": "21112178962212371",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent asked if the customer needed JSW's products, but after the customer said 'no', no specific callback date was scheduled."
    },
    {
      "ucid": "21112178962212371",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without a quote, a scheduled callback, or a platform walkthrough being agreed."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}