{
  "ucid": "21112178962326091",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 11:04:20",
  "end_time": "2026-09-17 11:06:31",
  "duration_sec": 131,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe05439a4ae35e90bcc9008e08c17554d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1654,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962326091__DIAe05439a4ae35e90bcc9008e08c17554d.mp3",
  "audio_bytes": 292680,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 97.56,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello?   (हॅलो?)\n[6s] AGENT: Hello?   (हॅलो?)\n[7s] CUSTOMER: Hello?   (हॅलो?)\n[8s] AGENT: Yeah, good morning sir, am I speaking with Mittal Industries?   (या, गुड मॉर्निंग सर, मित्तल इंडस्ट्रीज से बात कर रहे हैं?)\n[10s] CUSTOMER: Yes.   (हां जी।)\n[11s] AGENT: Yeah, good morning. This is Abdul speaking, sir, from JSW One.   (या, गुड मॉर्निंग। अब्दुल बात कर रहा हूं सर, JSW One से।)\n[14s] CUSTOMER: Yes, yes.   (हां हां।)\n[15s] AGENT: Uh sir, do you have any requirement for steel? I called for that, sir.   (अह सर जी, कुछ रिक्वायरमेंट है क्या आपको स्टील में? इसके लिए फोन किया था सर कुछ।)\n[18s] CUSTOMER: No sir, my material has just arrived.   (नहीं सर, अभी तो आया मेरा माल।)\n[19s] AGENT: Okay okay, you received your material now in CR?   (अच्छा अच्छा, आपका माल मिल गया अभी CR में?)\n[21s] CUSTOMER: Yes.   (हां।)\n[22s] CUSTOMER: I took 22 gauge, 070, I took it for 68 rupees.   (22 gauge की 070 लिया मैंने, 68 rupees से लिया।)\n[25s] AGENT: 68? Yes sir, you got it cheap then, sir. You did well.   (68? हां सर, सस्ता मिल गया है सर आपको फिर। अच्छा किए।)\n[27s] CUSTOMER: Yes, after I took it, the price increased.   (हां, अभी लेने के बाद भाव बढ़ गया।)\n[29s] AGENT: The rate has increased now. 70... 75, 76 is the current rate.   (रेट अभी बढ़ गया। 70... 75, 76 चल रहा है अभी।)\n[32s] CUSTOMER: 7... 76 is the current rate.   (7... 76 चल रहा है अभी।)\n[33s] AGENT: Yes, that's right, that's right.   (हां, वही वही, सही बात है, सही बात है।)\n[35s] CUSTOMER: Hmm.   (हम्म।)\n[35s] AGENT: 76. Which make did you take, sir?   (76. कौन सा मेक लिए सर आप?)\n[37s] CUSTOMER: Huh?   (हां?)\n[37s] AGENT: Which make did you take? JSW, Tata, which make did you take?   (कौन सा मेक लिए आप? JSW, Tata, कौन सा मेक लिए आप?)\n[39s] CUSTOMER: Hold on for a minute.   (एक मिनट चालू रखना।)\n[49s] CUSTOMER: I took JSW's only, sir.   (JSW का ही लिया सर मैंने।)\n[51s] AGENT: You took JSW's, sir?   (JSW का लिए सर आप?)\n[52s] CUSTOMER: Yes.   (हां।)\n[53s] AGENT: Did you take it from Arihant?   (अरिहंत से लिए क्या?)\n[54s] CUSTOMER: Huh?   (हां?)\n[55s] AGENT: You must have taken it from Arihant or Geeta.   (अरिहंत या गीता से लिए होंगे आप।)\n[56s] CUSTOMER: From whom?   (किससे?)\n[57s] AGENT: Arihant or Geeta Udyog. Where did you take it from? Did you take the material from Taloja?   (अरिहंत या गीता उद्योग। कहां से लिए? तलोजा से माल लिए आप?)\n[59s] CUSTOMER: I took it from Taloja only, sir.   (तलोजा से ही लिए ना साहब।)\n[60s] AGENT: So that's it, you must have taken it from Arihant or from Geeta, Geeta Udyog.   (तो वही, अरिहंत से लिए होंगे या तो गीता से लिए होंगे आप, गीता उद्योग।)\n[63s] CUSTOMER: No, I didn't take it from Geeta Udyog.   (नहीं, गीता उद्योग से नहीं लिया।)\n[64s] AGENT: Hmm. Khyati?   (हम्म। ख्याति?)\n[65s] CUSTOMER: No, I took it from Riyal Bhai.   (मैंने नहीं, रियाल भाई से लिया।)\n[67s] AGENT: Oh, from Riyal Bhai. Okay sir, no problem. If you have a requirement, let me know.   (अच्छा, रियाल भाई से। ठीक है सर, कोई नहीं। रिक्वायरमेंट हो तो मुझे बताइएगा ना।)\n[70s] CUSTOMER: Okay, right?   (ठीक है ना।)\n[70s] AGENT: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 38,
  "connected": 1,
  "audio_notes": "clear: There is some background conversation on the customer's side, but the main speakers are clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "38 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 says they just bought material, pivot to discovery to understand their business for future follow-ups, instead of just ending the call.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a manufacturing customer to inquire about steel needs. The customer reported they had just received a delivery of JSW CR steel. The conversation shifted to the price the customer paid versus the current market rate. The agent did not conduct discovery or pitch any value propositions, ending the call with a passive request for the customer to reach out in the future.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent greeted and identified the company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead opening directly with a question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked about the current supplier/brand, failing to meet the minimum threshold of 3 discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs for JSW One were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, do you have any requirement for steel? I called for that, sir.\", \"comment\": \"The agent successfully asked if a current requirement exists, and the customer confirmed they had none.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The closure was passive (\\\"If you have a requirement, let me know\\\") and did not establish a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they just bought material, pivot to discovery to understand their business for future follow-ups, instead of just ending the call.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a manufacturing customer to inquire about steel needs. The customer reported they had just received a delivery of JSW CR steel. The conversation shifted to the price the customer paid versus the current market rate. The agent did not conduct discovery or pitch any value propositions, ending the call with a passive request for the customer to reach out in the future.\"}",
  "error": null,
  "latency_ms": 25695,
  "input_tokens": 3706,
  "output_tokens": 705,
  "created_at": "2026-09-25 12:06:41",
  "sentiment": "neutral",
  "sentiment_score": -0.035,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 1,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.627,
  "agent_talk_sec": 28.4,
  "customer_talk_sec": 16.9,
  "dead_air_sec": 85.7,
  "longest_monologue_sec": 2.8,
  "agent_wpm": 344.4,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 20,
  "discovery_qs": 13,
  "words_agent": 163,
  "words_customer": 78,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962326091",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.38,
      "end_s": 5.8,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.38,
      "end_s": 6.72,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.2,
      "end_s": 7.56,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 9.88,
      "text_en": "Yeah, good morning sir, am I speaking with Mittal Industries?",
      "text_native": "या, गुड मॉर्निंग सर, मित्तल इंडस्ट्रीज से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.2,
      "end_s": 10.58,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.88,
      "end_s": 13.1,
      "text_en": "Yeah, good morning. This is Abdul speaking, sir, from JSW One.",
      "text_native": "या, गुड मॉर्निंग। अब्दुल बात कर रहा हूं सर, JSW One से।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 14.0,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.54,
      "end_s": 17.3,
      "text_en": "Uh sir, do you have any requirement for steel? I called for that, sir.",
      "text_native": "अह सर जी, कुछ रिक्वायरमेंट है क्या आपको स्टील में? इसके लिए फोन किया था सर कुछ।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 19.1,
      "text_en": "No sir, my material has just arrived.",
      "text_native": "नहीं सर, अभी तो आया मेरा माल।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.42,
      "end_s": 21.12,
      "text_en": "Okay okay, you received your material now in CR?",
      "text_native": "अच्छा अच्छा, आपका माल मिल गया अभी CR में?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.4,
      "end_s": 21.78,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 11,
      "speaker": "customer",
      "start_s": 22.2,
      "end_s": 24.7,
      "text_en": "I took 22 gauge, 070, I took it for 68 rupees.",
      "text_native": "22 gauge की 070 लिया मैंने, 68 rupees से लिया।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 12,
      "speaker": "agent",
      "start_s": 25.1,
      "end_s": 27.2,
      "text_en": "68? Yes sir, you got it cheap then, sir. You did well.",
      "text_native": "68? हां सर, सस्ता मिल गया है सर आपको फिर। अच्छा किए।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 13,
      "speaker": "customer",
      "start_s": 27.4,
      "end_s": 29.0,
      "text_en": "Yes, after I took it, the price increased.",
      "text_native": "हां, अभी लेने के बाद भाव बढ़ गया।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 14,
      "speaker": "agent",
      "start_s": 29.2,
      "end_s": 31.5,
      "text_en": "The rate has increased now. 70... 75, 76 is the current rate.",
      "text_native": "रेट अभी बढ़ गया। 70... 75, 76 चल रहा है अभी।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 15,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 32.8,
      "text_en": "7... 76 is the current rate.",
      "text_native": "7... 76 चल रहा है अभी।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 16,
      "speaker": "agent",
      "start_s": 33.0,
      "end_s": 34.4,
      "text_en": "Yes, that's right, that's right.",
      "text_native": "हां, वही वही, सही बात है, सही बात है।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 17,
      "speaker": "customer",
      "start_s": 34.9,
      "end_s": 35.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 18,
      "speaker": "agent",
      "start_s": 35.2,
      "end_s": 36.4,
      "text_en": "76. Which make did you take, sir?",
      "text_native": "76. कौन सा मेक लिए सर आप?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 19,
      "speaker": "customer",
      "start_s": 36.6,
      "end_s": 36.9,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 20,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 38.8,
      "text_en": "Which make did you take? JSW, Tata, which make did you take?",
      "text_native": "कौन सा मेक लिए आप? JSW, Tata, कौन सा मेक लिए आप?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 21,
      "speaker": "customer",
      "start_s": 39.1,
      "end_s": 40.2,
      "text_en": "Hold on for a minute.",
      "text_native": "एक मिनट चालू रखना।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 22,
      "speaker": "customer",
      "start_s": 49.2,
      "end_s": 50.8,
      "text_en": "I took JSW's only, sir.",
      "text_native": "JSW का ही लिया सर मैंने।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 23,
      "speaker": "agent",
      "start_s": 51.1,
      "end_s": 52.0,
      "text_en": "You took JSW's, sir?",
      "text_native": "JSW का लिए सर आप?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 24,
      "speaker": "customer",
      "start_s": 52.2,
      "end_s": 52.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 25,
      "speaker": "agent",
      "start_s": 52.8,
      "end_s": 53.6,
      "text_en": "Did you take it from Arihant?",
      "text_native": "अरिहंत से लिए क्या?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 26,
      "speaker": "customer",
      "start_s": 54.1,
      "end_s": 54.4,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 27,
      "speaker": "agent",
      "start_s": 54.6,
      "end_s": 55.8,
      "text_en": "You must have taken it from Arihant or Geeta.",
      "text_native": "अरिहंत या गीता से लिए होंगे आप।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 28,
      "speaker": "customer",
      "start_s": 56.1,
      "end_s": 56.5,
      "text_en": "From whom?",
      "text_native": "किससे?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 29,
      "speaker": "agent",
      "start_s": 56.8,
      "end_s": 58.9,
      "text_en": "Arihant or Geeta Udyog. Where did you take it from? Did you take the material from Taloja?",
      "text_native": "अरिहंत या गीता उद्योग। कहां से लिए? तलोजा से माल लिए आप?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 30,
      "speaker": "customer",
      "start_s": 59.0,
      "end_s": 59.9,
      "text_en": "I took it from Taloja only, sir.",
      "text_native": "तलोजा से ही लिए ना साहब।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 31,
      "speaker": "agent",
      "start_s": 60.1,
      "end_s": 62.1,
      "text_en": "So that's it, you must have taken it from Arihant or from Geeta, Geeta Udyog.",
      "text_native": "तो वही, अरिहंत से लिए होंगे या तो गीता से लिए होंगे आप, गीता उद्योग।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 32,
      "speaker": "customer",
      "start_s": 62.6,
      "end_s": 63.7,
      "text_en": "No, I didn't take it from Geeta Udyog.",
      "text_native": "नहीं, गीता उद्योग से नहीं लिया।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 33,
      "speaker": "agent",
      "start_s": 64.1,
      "end_s": 64.9,
      "text_en": "Hmm. Khyati?",
      "text_native": "हम्म। ख्याति?"
    },
    {
      "ucid": "21112178962326091",
      "idx": 34,
      "speaker": "customer",
      "start_s": 65.2,
      "end_s": 66.4,
      "text_en": "No, I took it from Riyal Bhai.",
      "text_native": "मैंने नहीं, रियाल भाई से लिया।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 35,
      "speaker": "agent",
      "start_s": 66.7,
      "end_s": 69.2,
      "text_en": "Oh, from Riyal Bhai. Okay sir, no problem. If you have a requirement, let me know.",
      "text_native": "अच्छा, रियाल भाई से। ठीक है सर, कोई नहीं। रिक्वायरमेंट हो तो मुझे बताइएगा ना।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 36,
      "speaker": "customer",
      "start_s": 69.6,
      "end_s": 70.1,
      "text_en": "Okay, right?",
      "text_native": "ठीक है ना।"
    },
    {
      "ucid": "21112178962326091",
      "idx": 37,
      "speaker": "agent",
      "start_s": 70.4,
      "end_s": 70.8,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962326091",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent greeted and identified the company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178962326091",
      "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 lead with a supply or price hook, instead opening directly with a question about requirements."
    },
    {
      "ucid": "21112178962326091",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only asked about the current supplier/brand, failing to meet the minimum threshold of 3 discovery questions."
    },
    {
      "ucid": "21112178962326091",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs for JSW One were pitched during the call."
    },
    {
      "ucid": "21112178962326091",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, do you have any requirement for steel? I called for that, sir.",
      "comment": "The agent successfully asked if a current requirement exists, and the customer confirmed they had none."
    },
    {
      "ucid": "21112178962326091",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The closure was passive (\"If you have a requirement, let me know\") and did not establish a committed next step."
    }
  ],
  "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": []
}