{
  "ucid": "21112178962365181",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 11:10:51",
  "end_time": "2026-09-17 11:12:02",
  "duration_sec": 71,
  "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/DIAe2404299204e3ef965aeee024f802653.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1649,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962365181__DIAe2404299204e3ef965aeee024f802653.mp3",
  "audio_bytes": 173880,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 57.96,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Yes, hello, speak.   (जी नमस्ते बोलिए।)\n[4s] AGENT: Greetings, this is Abdul speaking from JSW One, sir.   (नमस्कार, अब्दुल बात कर रहा हूं सर JSW One से।)\n[6s] CUSTOMER: From where?   (कहां से?)\n[6s] AGENT: From JSW, JSW, sir, Abdul is speaking.   (JSW, JSW से बात कर रहा हूं सर, अब्दुल।)\n[8s] CUSTOMER: Yes, yes, speak.   (हांजी हांजी बोलिए।)\n[9s] AGENT: Uh, am I speaking with Mr. Dinesh?   (अह मिस्टर दिनेश बात कर रहे हैं आप?)\n[10s] CUSTOMER: Yes.   (हांजी।)\n[11s] AGENT: You registered your company, Fortune Agro Tech Private Limited, on the JSW platform.   (आपने ना Fortune Agro Tech Private Limited आपकी कंपनी को रजिस्टर किए JSW platform पे।)\n[14s] CUSTOMER: Yes, yes.   (जी जी।)\n[15s] AGENT: So I called for that. Do you have any requirement for steel, sir?   (तो उसके लिए फोन किया था। कुछ requirement है क्या सर आपको steel में?)\n[17s] CUSTOMER: Yes?   (हांजी?)\n[18s] AGENT: Do you have any requirement for steel, sir?   (कुछ requirement है क्या सर आपको steel में?)\n[19s] CUSTOMER: Sir, the day there is a requirement, you are calling after a month, the material has already been made and dispatched.   (सर जिस दिन requirement होती है ना, आप एक महीने बाद कॉल कर दो, माल बन के जा भी लिया।)\n[22s] AGENT: GP-IF?\n[23s] CUSTOMER: Yes, yes, you are calling after a month, the material has already been made and dispatched.   (हां हां, एक महीने बाद आप कॉल कर रहे हो, माल बन के जा भी चुका।)\n[26s] AGENT: Okay, okay, okay. It's alright sir, no problem.   (अच्छा अच्छा अच्छा। ठीक है सर, कोई बात नहीं।)\n[27s] CUSTOMER: The day we put in the request, no call comes. We wait for a week, then we have to buy from the local market.   (जिस दिन हम डालते हैं request, उस दिन कोई कॉल आती नहीं है। एक हफ्ते इंतजार करते, फिर market से लेना पड़ता है local।)\n[31s] AGENT: It doesn't come that quickly at that time, the process is not that fast. Then it goes slowly, it takes one or two days. There's no such issue. It's okay sir, if you've already bought it, no problem. Okay?   (उस टाइम में नहीं आता उतना जल्दी, उतना process नहीं होता जल्दी। फिर धीरे से जाता है, एक-दो दिन, दो दिन पे चली जाता है। ऐसा कोई issue नहीं है। ठीक है सर, आप ले लिए तो कोई दिक्कत नहीं। ठीक है?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "clear: Some background office chatter is present but doesn't significantly hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 complains about a past service failure like a slow callback, you must first apologize and validate their frustration, then try to recover the call, instead of making excuses for the process.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "Customer complaint was about slow sales callback time ('a month later'), not material availability or delivery lead time.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead who had registered a month prior. The customer was immediately frustrated, stating their requirement had passed and they were forced to buy locally due to a lack of a timely callback from JSW. The agent made excuses for the slow process and failed to recover the call, which ended without any discovery or next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Greetings, this is Abdul speaking from JSW One, sir. ... Uh, am I speaking with Mr. Dinesh?\", \"comment\": \"Agent greeted, identified the company, and confirmed the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was immediately derailed by a customer complaint before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no committed next step after the customer's complaint.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer complains about a past service failure like a slow callback, you must first apologize and validate their frustration, then try to recover the call, instead of making excuses for the process.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"Customer complaint was about slow sales callback time ('a month later'), not material availability or delivery lead time.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead who had registered a month prior. The customer was immediately frustrated, stating their requirement had passed and they were forced to buy locally due to a lack of a timely callback from JSW. The agent made excuses for the slow process and failed to recover the call, which ended without any discovery or next steps.\"}",
  "error": null,
  "latency_ms": 39266,
  "input_tokens": 3217,
  "output_tokens": 727,
  "created_at": "2026-09-25 12:06:32",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.607,
  "agent_talk_sec": 19.0,
  "customer_talk_sec": 12.3,
  "dead_air_sec": 39.7,
  "longest_monologue_sec": 5.9,
  "agent_wpm": 334.7,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 5,
  "words_agent": 106,
  "words_customer": 73,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962365181",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.59,
      "end_s": 3.49,
      "text_en": "Yes, hello, speak.",
      "text_native": "जी नमस्ते बोलिए।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 5.58,
      "text_en": "Greetings, this is Abdul speaking from JSW One, sir.",
      "text_native": "नमस्कार, अब्दुल बात कर रहा हूं सर JSW One से।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.2,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178962365181",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.38,
      "end_s": 7.9,
      "text_en": "From JSW, JSW, sir, Abdul is speaking.",
      "text_native": "JSW, JSW से बात कर रहा हूं सर, अब्दुल।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.9,
      "end_s": 8.68,
      "text_en": "Yes, yes, speak.",
      "text_native": "हांजी हांजी बोलिए।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.76,
      "end_s": 10.2,
      "text_en": "Uh, am I speaking with Mr. Dinesh?",
      "text_native": "अह मिस्टर दिनेश बात कर रहे हैं आप?"
    },
    {
      "ucid": "21112178962365181",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 10.82,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.1,
      "end_s": 14.1,
      "text_en": "You registered your company, Fortune Agro Tech Private Limited, on the JSW platform.",
      "text_native": "आपने ना Fortune Agro Tech Private Limited आपकी कंपनी को रजिस्टर किए JSW platform पे।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.4,
      "end_s": 14.8,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.0,
      "end_s": 16.9,
      "text_en": "So I called for that. Do you have any requirement for steel, sir?",
      "text_native": "तो उसके लिए फोन किया था। कुछ requirement है क्या सर आपको steel में?"
    },
    {
      "ucid": "21112178962365181",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 17.4,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178962365181",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.6,
      "end_s": 19.0,
      "text_en": "Do you have any requirement for steel, sir?",
      "text_native": "कुछ requirement है क्या सर आपको steel में?"
    },
    {
      "ucid": "21112178962365181",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.0,
      "end_s": 22.1,
      "text_en": "Sir, the day there is a requirement, you are calling after a month, the material has already been made and dispatched.",
      "text_native": "सर जिस दिन requirement होती है ना, आप एक महीने बाद कॉल कर दो, माल बन के जा भी लिया।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.3,
      "end_s": 22.8,
      "text_en": "GP-IF?",
      "text_native": "GP-IF?"
    },
    {
      "ucid": "21112178962365181",
      "idx": 14,
      "speaker": "customer",
      "start_s": 23.1,
      "end_s": 25.5,
      "text_en": "Yes, yes, you are calling after a month, the material has already been made and dispatched.",
      "text_native": "हां हां, एक महीने बाद आप कॉल कर रहे हो, माल बन के जा भी चुका।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 15,
      "speaker": "agent",
      "start_s": 25.9,
      "end_s": 27.3,
      "text_en": "Okay, okay, okay. It's alright sir, no problem.",
      "text_native": "अच्छा अच्छा अच्छा। ठीक है सर, कोई बात नहीं।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.3,
      "end_s": 31.0,
      "text_en": "The day we put in the request, no call comes. We wait for a week, then we have to buy from the local market.",
      "text_native": "जिस दिन हम डालते हैं request, उस दिन कोई कॉल आती नहीं है। एक हफ्ते इंतजार करते, फिर market से लेना पड़ता है local।"
    },
    {
      "ucid": "21112178962365181",
      "idx": 17,
      "speaker": "agent",
      "start_s": 31.3,
      "end_s": 37.2,
      "text_en": "It doesn't come that quickly at that time, the process is not that fast. Then it goes slowly, it takes one or two days. There's no such issue. It's okay sir, if you've already bought it, no problem. Okay?",
      "text_native": "उस टाइम में नहीं आता उतना जल्दी, उतना process नहीं होता जल्दी। फिर धीरे से जाता है, एक-दो दिन, दो दिन पे चली जाता है। ऐसा कोई issue नहीं है। ठीक है सर, आप ले लिए तो कोई दिक्कत नहीं। ठीक है?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962365181",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Greetings, this is Abdul speaking from JSW One, sir. ... Uh, am I speaking with Mr. Dinesh?",
      "comment": "Agent greeted, identified the company, and confirmed the customer's name."
    },
    {
      "ucid": "21112178962365181",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead asking directly for a requirement."
    },
    {
      "ucid": "21112178962365181",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was immediately derailed by a customer complaint before any discovery questions could be asked."
    },
    {
      "ucid": "21112178962365181",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was conducted, and consequently no USPs were pitched."
    },
    {
      "ucid": "21112178962365181",
      "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?",
      "comment": "Agent successfully asked if a current requirement exists, which is the primary intent of this step."
    },
    {
      "ucid": "21112178962365181",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with no committed next step after the customer's complaint."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}