{
  "ucid": "21112178962253332",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 10:52:13",
  "end_time": "2026-09-17 10:53:54",
  "duration_sec": 101,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA693f0cc2601da6a4e0964e031bb185cb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1663,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962253332__DIA693f0cc2601da6a4e0964e031bb185cb.mp3",
  "audio_bytes": 254232,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 84.744,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello?   (हेलो?)\n[5s] AGENT: Sir, Deepak ji?   (सर दीपक जी?)\n[6s] CUSTOMER: Yes?   (हांजी?)\n[6s] AGENT: Sir, hello. I am Deepak Pandey speaking from JSW.   (सर जी नमस्ते, मैं दीपक पांडे बात कर रहा जेएसडब्ल्यू से।)\n[9s] CUSTOMER: Yes?   (हांजी?)\n[9s] AGENT: I am speaking from JSW One, sir.   (जेएसडब्ल्यू वन से बात कर रहा हूं सर।)\n[11s] AGENT: Hello, can you hear me?   (हेलो, आवाज आ रही है मेरी?)\n[12s] CUSTOMER: Yes, it's breaking up. What are you saying?   (हांजी, ब्रेक हो रही है जी। क्या कह रहे हैं?)\n[14s] AGENT: I was saying sir, I am Deepak Pandey speaking from JSW. Is the voice clear now?   (मैं बोल रहा था सर, मैं दीपक पांडे बोल रहा था जेएसडब्ल्यू से। अभी आ रही है आवाज बराबर?)\n[18s] CUSTOMER: Yes, yes.   (हांजी हांजी।)\n[18s] AGENT: I was saying that you were registered on our platform, the call was regarding that. Do you have any requirement, sir, in CR, in HR?   (बोल रहा था कि आप हमारे प्लेटफार्म पर रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर सीआर में, एचआर में?)\n[22s] CUSTOMER: No, it has arrived now. I had ordered material two days ago, it has arrived.   (नहीं, अभी तो आ गया जी। दो दिन पहले ही आर्डर मटेरियल था, आ गया।)\n[25s] AGENT: Okay. If there is any requirement in the future, then sir, I will share my contact.   (ओके। कुछ फ्यूचर में रिक्वायरमेंट आता है तो सर, मैं अपना कांटेक्ट शेयर कर देता हूं।)\n[28s] CUSTOMER: Now, will you tell me what is the price of Tata's CR today?   (अभी आज टाटा का बताएंगे सीआर में क्या भाव है?)\n[31s] AGENT: Uh, do you need CR?   (अह आपको सीआर चाहिए क्या?)\n[32s] CUSTOMER: Yes.   (हांजी।)\n[33s] AGENT: Uh, in this, sir, what thickness do you need, sir?   (अह इसमें सर क्या थिकनेस पे चाहिए सर आपको?)\n[35s] CUSTOMER: You first tell me the rate, then I will see that   (आप पहले रेट बताओ, फिर मैं देखता हूं के)\n[37s] AGENT: Sir, I mean, I will have to check according to the thickness, what the rate is.   (सर वो मतलब मुझे थिकनेस के अकॉर्डिंग चेक करना पड़ेगा ना कि क्या रेट)\n[38s] CUSTOMER: One point two, tell me for one point two.   (वन पॉइंट टू, वन पॉइंट टू बता दो।)\n[40s] AGENT: One point two?   (वन पॉइंट टू?)\n[40s] CUSTOMER: Yes.   (हांजी।)\n[41s] AGENT: Is it in standard size or cut coil, I will have to see all that.   (स्टैंडर्ड साइज में रहता है कि कट कॉइल, वो सब मुझे देखना पड़ेगा।)\n[43s] CUSTOMER: One point two, in twelve fifty.   (वन पॉइंट टू, बारह सौ पचास में।)\n[45s] AGENT: Okay sir, I will revert to you on WhatsApp   (ठीक है सर, मैं आपको व्हाट्सएप पे रिवर्ट)\n[46s] AGENT: Okay sir, I will revert to you.   (ठीक है सर, मैं आपको रिवर्ट दूंगा।)\n[47s] CUSTOMER: Yes.   (हांजी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 27,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise on the customer's side. The agent's voice is robotic and breaks up frequently, making some words difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "27 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": "When a customer has no immediate need, you must pivot to discovery questions about their business (what they make, typical monthly usage) to build a profile, instead of letting the customer drive the conversation.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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 agent contacted a registered lead who initially stated they had no requirement. The customer then took control, asking for a price on a specific CR coil. The agent gathered some specifications (thickness, width) but did not conduct discovery or pitch any benefits. The call ended with the agent promising to check the price and revert via WhatsApp without a firm timeline.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, hello. I am Deepak Pandey speaking from JSW.\", \"comment\": \"Agent identified himself and the company but failed to ask for permission to speak, jumping directly into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I was saying that you were registered on our platform, the call was regarding that. Do you have any requirement, sir, in CR, in HR?\", \"comment\": \"Agent did not lead with a supply or price hook; instead, used a generic 'you registered' opening which is not aligned with the supply-led pitch.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, such as what they manufacture, their monthly tonnage, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was performed to identify a relevant customer need.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"uh, in this, sir, what thickness do you need, sir?\", \"comment\": \"Despite the unstructured call, the agent correctly attempted to qualify the customer's ad-hoc request by asking for thickness and width.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, I will revert to you on WhatsApp\", \"comment\": \"The next step was vague ('I will revert') and did not include a committed turnaround time for the quote or a specific callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate need, you must pivot to discovery questions about their business (what they make, typical monthly usage) to build a profile, instead of letting the customer drive the conversation.\", \"segment_detected\": \"unknown\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"You first tell me the rate, then I will see that\", \"response\": \"Sir, I mean, I will have to check according to the thickness, what the rate is.\"}], \"call_summary\": \"The agent contacted a registered lead who initially stated they had no requirement. The customer then took control, asking for a price on a specific CR coil. The agent gathered some specifications (thickness, width) but did not conduct discovery or pitch any benefits. The call ended with the agent promising to check the price and revert via WhatsApp without a firm timeline.\"}",
  "error": null,
  "latency_ms": 31999,
  "input_tokens": 3403,
  "output_tokens": 882,
  "created_at": "2026-09-25 12:07:07",
  "sentiment": "positive",
  "sentiment_score": 0.193,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.63,
  "agent_talk_sec": 25.0,
  "customer_talk_sec": 14.7,
  "dead_air_sec": 61.3,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 350.4,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 13,
  "discovery_qs": 7,
  "words_agent": 146,
  "words_customer": 70,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962253332",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.59,
      "end_s": 5.01,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 5.82,
      "text_en": "Sir, Deepak ji?",
      "text_native": "सर दीपक जी?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.96,
      "end_s": 6.28,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 8.54,
      "text_en": "Sir, hello. I am Deepak Pandey speaking from JSW.",
      "text_native": "सर जी नमस्ते, मैं दीपक पांडे बात कर रहा जेएसडब्ल्यू से।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.24,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 10.54,
      "text_en": "I am speaking from JSW One, sir.",
      "text_native": "जेएसडब्ल्यू वन से बात कर रहा हूं सर।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 12.0,
      "text_en": "Hello, can you hear me?",
      "text_native": "हेलो, आवाज आ रही है मेरी?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.28,
      "end_s": 13.84,
      "text_en": "Yes, it's breaking up. What are you saying?",
      "text_native": "हांजी, ब्रेक हो रही है जी। क्या कह रहे हैं?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.84,
      "end_s": 17.5,
      "text_en": "I was saying sir, I am Deepak Pandey speaking from JSW. Is the voice clear now?",
      "text_native": "मैं बोल रहा था सर, मैं दीपक पांडे बोल रहा था जेएसडब्ल्यू से। अभी आ रही है आवाज बराबर?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 18.04,
      "text_en": "Yes, yes.",
      "text_native": "हांजी हांजी।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.04,
      "end_s": 21.5,
      "text_en": "I was saying that you were registered on our platform, the call was regarding that. Do you have any requirement, sir, in CR, in HR?",
      "text_native": "बोल रहा था कि आप हमारे प्लेटफार्म पर रजिस्टर थे, उसी के रिगार्डिंग कॉल था। कुछ रिक्वायरमेंट थी सर सीआर में, एचआर में?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.5,
      "end_s": 24.48,
      "text_en": "No, it has arrived now. I had ordered material two days ago, it has arrived.",
      "text_native": "नहीं, अभी तो आ गया जी। दो दिन पहले ही आर्डर मटेरियल था, आ गया।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.7,
      "end_s": 28.0,
      "text_en": "Okay. If there is any requirement in the future, then sir, I will share my contact.",
      "text_native": "ओके। कुछ फ्यूचर में रिक्वायरमेंट आता है तो सर, मैं अपना कांटेक्ट शेयर कर देता हूं।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 13,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 30.5,
      "text_en": "Now, will you tell me what is the price of Tata's CR today?",
      "text_native": "अभी आज टाटा का बताएंगे सीआर में क्या भाव है?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.7,
      "end_s": 32.0,
      "text_en": "Uh, do you need CR?",
      "text_native": "अह आपको सीआर चाहिए क्या?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 15,
      "speaker": "customer",
      "start_s": 32.0,
      "end_s": 32.4,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 16,
      "speaker": "agent",
      "start_s": 32.7,
      "end_s": 34.5,
      "text_en": "Uh, in this, sir, what thickness do you need, sir?",
      "text_native": "अह इसमें सर क्या थिकनेस पे चाहिए सर आपको?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 17,
      "speaker": "customer",
      "start_s": 34.7,
      "end_s": 37.0,
      "text_en": "You first tell me the rate, then I will see that",
      "text_native": "आप पहले रेट बताओ, फिर मैं देखता हूं के"
    },
    {
      "ucid": "21112178962253332",
      "idx": 18,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 38.5,
      "text_en": "Sir, I mean, I will have to check according to the thickness, what the rate is.",
      "text_native": "सर वो मतलब मुझे थिकनेस के अकॉर्डिंग चेक करना पड़ेगा ना कि क्या रेट"
    },
    {
      "ucid": "21112178962253332",
      "idx": 19,
      "speaker": "customer",
      "start_s": 38.5,
      "end_s": 39.5,
      "text_en": "One point two, tell me for one point two.",
      "text_native": "वन पॉइंट टू, वन पॉइंट टू बता दो।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 20,
      "speaker": "agent",
      "start_s": 39.5,
      "end_s": 40.0,
      "text_en": "One point two?",
      "text_native": "वन पॉइंट टू?"
    },
    {
      "ucid": "21112178962253332",
      "idx": 21,
      "speaker": "customer",
      "start_s": 40.0,
      "end_s": 40.5,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 22,
      "speaker": "agent",
      "start_s": 40.7,
      "end_s": 43.0,
      "text_en": "Is it in standard size or cut coil, I will have to see all that.",
      "text_native": "स्टैंडर्ड साइज में रहता है कि कट कॉइल, वो सब मुझे देखना पड़ेगा।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 23,
      "speaker": "customer",
      "start_s": 43.0,
      "end_s": 44.5,
      "text_en": "One point two, in twelve fifty.",
      "text_native": "वन पॉइंट टू, बारह सौ पचास में।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 24,
      "speaker": "agent",
      "start_s": 44.7,
      "end_s": 46.0,
      "text_en": "Okay sir, I will revert to you on WhatsApp",
      "text_native": "ठीक है सर, मैं आपको व्हाट्सएप पे रिवर्ट"
    },
    {
      "ucid": "21112178962253332",
      "idx": 25,
      "speaker": "agent",
      "start_s": 46.0,
      "end_s": 47.0,
      "text_en": "Okay sir, I will revert to you.",
      "text_native": "ठीक है सर, मैं आपको रिवर्ट दूंगा।"
    },
    {
      "ucid": "21112178962253332",
      "idx": 26,
      "speaker": "customer",
      "start_s": 47.0,
      "end_s": 47.5,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962253332",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, hello. I am Deepak Pandey speaking from JSW.",
      "comment": "Agent identified himself and the company but failed to ask for permission to speak, jumping directly into the reason for the call."
    },
    {
      "ucid": "21112178962253332",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I was saying that you were registered on our platform, the call was regarding that. Do you have any requirement, sir, in CR, in HR?",
      "comment": "Agent did not lead with a supply or price hook; instead, used a generic 'you registered' opening which is not aligned with the supply-led pitch."
    },
    {
      "ucid": "21112178962253332",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions about the customer's business, such as what they manufacture, their monthly tonnage, or current suppliers."
    },
    {
      "ucid": "21112178962253332",
      "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 because no discovery was performed to identify a relevant customer need."
    },
    {
      "ucid": "21112178962253332",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "uh, in this, sir, what thickness do you need, sir?",
      "comment": "Despite the unstructured call, the agent correctly attempted to qualify the customer's ad-hoc request by asking for thickness and width."
    },
    {
      "ucid": "21112178962253332",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, I will revert to you on WhatsApp",
      "comment": "The next step was vague ('I will revert') and did not include a committed turnaround time for the quote or a specific callback time."
    }
  ],
  "objections": [
    {
      "ucid": "21112178962253332",
      "obj_type": "send_price_will_think",
      "state": "handled",
      "evidence": "You first tell me the rate, then I will see that",
      "response": "Sir, I mean, I will have to check according to the thickness, what the rate is."
    }
  ],
  "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": []
}