{
  "ucid": "21112178962417072",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 11:19:30",
  "end_time": "2026-09-17 11:20:51",
  "duration_sec": 81,
  "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/DIA2780b65a4b0a1cc07bb5dd33733b3909.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1642,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178962417072__DIA2780b65a4b0a1cc07bb5dd33733b3909.mp3",
  "audio_bytes": 186624,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 62.208,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello.\n[4s] AGENT: Hello.\n[6s] CUSTOMER: Yes.   (हां जी।)\n[7s] AGENT: Sir, greetings. This is Aditya Pandey speaking from JSW One.   (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[9s] CUSTOMER: Speak, Mr. Pandey.   (बोलिए पांडे जी।)\n[10s] AGENT: Sir, you were registered on our platform, so I was asking regarding that. Do you have any requirement for steel this month?   (सर जी, हमारे platform पे आप register थे तो उसके regarding पूछ रहा था। कुछ है requirement steel में ये month के लिए?)\n[15s] CUSTOMER: Sir, when there is a requirement, no one provides the material.   (सर जब requirement होती है कोई माल ही नहीं देता।)\n[18s] AGENT: Sorry sir, if there is anything required this one, then please let me know. I'm just saying that.   (Sorry sir, अभी कुछ है अगर ये require- ये one तो बताइएगा। मैं तो ये बोलता हूं बस।)\n[22s] CUSTOMER: Okay, I'll save your number. We'll talk to you from next time.   (चलो मैं आपका नंबर save कर लेता हूं। आगे से आपसे बात कर लेंगे।)\n[26s] AGENT: No issue. Sir, this is not my number. This is the company's DND number. I will share my personal number with you on WhatsApp.   (कोई issue नहीं। सर मैं ये मेरा नंबर नहीं है। ये तो कंपनी का DND नंबर है। मैं आपको अपना personal नंबर share कर देता हूं WhatsApp पे।)\n[30s] CUSTOMER: Give me your personal number, sir.   (अपना personal नंबर दे दीजिए सर।)\n[32s] AGENT: Okay sir. I wanted to ask, is your business manufacturing or trading?   (ठीक है सर। एक पूछना था आपका मतलब manufacturing का business है कि trading का है?)\n[35s] CUSTOMER: Yes, mine is manufacturing.   (हां जी, manufacturing है मेरा।)\n[36s] AGENT: What do you manufacture?   (क्या करते हैं manufacture?)\n[38s] CUSTOMER: Gas stove manufacturing is done.   (Gas stove manufacturing होती है।)\n[40s] AGENT: Oh, okay. Yes, gas stoves.   (Oh, okay. हां, चूल्हे गैस के।)\n[42s] AGENT: Hmm hmm, understood, understood. Okay sir, understood. Got it, got it. If you have any requirement, please let me know, sir. Thank you.   (हम्म हम्म, समझ गया, समझ गया। ठीक है सर, समझ गया। Got it, got it. अगर आपका कोई requirement रहा तो बताइएगा सर। Thank you.)\n[46s] CUSTOMER: Okay.   (ठीक।)\n[46s] AGENT: Yes, okay.   (हां, ठीक।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter at the beginning of the recording before the main call starts.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer complains about market-wide supply issues, use that as your opening to explain how JSW One's stockyard model solves that exact problem.",
  "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_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a gas stove manufacturer who expressed general frustration with material availability. The agent asked about the customer's business but did not deliver a hook, pitch any benefits, or qualify for a specific need. The call ended when the customer deferred the conversation, with the agent offering to share his number but setting no firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, you were registered on our platform, so I was asking regarding that. Do you have any requirement for steel this month?\", \"comment\": \"The agent did not lead with a supply or price hook, instead opening with a direct requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"is your business manufacturing or trading? ... What do you manufacture?\", \"comment\": \"Agent only asked 2 of the 6 required discovery questions, which is below the threshold for a 'partial' score.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent moved from discovery directly to closing the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If you have any requirement, please let me know, sir.\", \"comment\": \"The agent did not attempt to capture details of a current requirement (grade, size, qty) after the customer deflected.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will share my personal number with you on WhatsApp.\", \"comment\": \"No committed next step was agreed upon; sharing a number is not a specific action like sending a quote or scheduling a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer complains about market-wide supply issues, use that as your opening to explain how JSW One's stockyard model solves that exact problem.\", \"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_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Okay, I'll save your number. We'll talk to you from next time.\", \"response\": \"No issue. Sir, this is not my number. This is the company's DND number. I will share my personal number with you on WhatsApp.\"}], \"call_summary\": \"The agent contacted a gas stove manufacturer who expressed general frustration with material availability. The agent asked about the customer's business but did not deliver a hook, pitch any benefits, or qualify for a specific need. The call ended when the customer deferred the conversation, with the agent offering to share his number but setting no firm next step.\"}",
  "error": null,
  "latency_ms": 26758,
  "input_tokens": 3200,
  "output_tokens": 860,
  "created_at": "2026-09-25 12:06:11",
  "sentiment": "positive",
  "sentiment_score": 0.36,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.676,
  "agent_talk_sec": 23.8,
  "customer_talk_sec": 11.4,
  "dead_air_sec": 45.8,
  "longest_monologue_sec": 5.5,
  "agent_wpm": 305.0,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 9,
  "discovery_qs": 3,
  "words_agent": 121,
  "words_customer": 44,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178962417072",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.65,
      "end_s": 3.08,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178962417072",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.7,
      "end_s": 4.0,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178962417072",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.6,
      "end_s": 6.03,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.56,
      "end_s": 8.6,
      "text_en": "Sir, greetings. This is Aditya Pandey speaking from JSW One.",
      "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 10.0,
      "text_en": "Speak, Mr. Pandey.",
      "text_native": "बोलिए पांडे जी।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.5,
      "end_s": 14.5,
      "text_en": "Sir, you were registered on our platform, so I was asking regarding that. Do you have any requirement for steel this month?",
      "text_native": "सर जी, हमारे platform पे आप register थे तो उसके regarding पूछ रहा था। कुछ है requirement steel में ये month के लिए?"
    },
    {
      "ucid": "21112178962417072",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.0,
      "end_s": 17.5,
      "text_en": "Sir, when there is a requirement, no one provides the material.",
      "text_native": "सर जब requirement होती है कोई माल ही नहीं देता।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 7,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 22.0,
      "text_en": "Sorry sir, if there is anything required this one, then please let me know. I'm just saying that.",
      "text_native": "Sorry sir, अभी कुछ है अगर ये require- ये one तो बताइएगा। मैं तो ये बोलता हूं बस।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 8,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 25.0,
      "text_en": "Okay, I'll save your number. We'll talk to you from next time.",
      "text_native": "चलो मैं आपका नंबर save कर लेता हूं। आगे से आपसे बात कर लेंगे।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 9,
      "speaker": "agent",
      "start_s": 25.5,
      "end_s": 29.5,
      "text_en": "No issue. Sir, this is not my number. This is the company's DND number. I will share my personal number with you on WhatsApp.",
      "text_native": "कोई issue नहीं। सर मैं ये मेरा नंबर नहीं है। ये तो कंपनी का DND नंबर है। मैं आपको अपना personal नंबर share कर देता हूं WhatsApp पे।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 10,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 31.5,
      "text_en": "Give me your personal number, sir.",
      "text_native": "अपना personal नंबर दे दीजिए सर।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 11,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 35.0,
      "text_en": "Okay sir. I wanted to ask, is your business manufacturing or trading?",
      "text_native": "ठीक है सर। एक पूछना था आपका मतलब manufacturing का business है कि trading का है?"
    },
    {
      "ucid": "21112178962417072",
      "idx": 12,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 36.0,
      "text_en": "Yes, mine is manufacturing.",
      "text_native": "हां जी, manufacturing है मेरा।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 13,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 37.5,
      "text_en": "What do you manufacture?",
      "text_native": "क्या करते हैं manufacture?"
    },
    {
      "ucid": "21112178962417072",
      "idx": 14,
      "speaker": "customer",
      "start_s": 38.0,
      "end_s": 39.5,
      "text_en": "Gas stove manufacturing is done.",
      "text_native": "Gas stove manufacturing होती है।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 15,
      "speaker": "agent",
      "start_s": 40.0,
      "end_s": 41.5,
      "text_en": "Oh, okay. Yes, gas stoves.",
      "text_native": "Oh, okay. हां, चूल्हे गैस के।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 16,
      "speaker": "agent",
      "start_s": 41.5,
      "end_s": 45.5,
      "text_en": "Hmm hmm, understood, understood. Okay sir, understood. Got it, got it. If you have any requirement, please let me know, sir. Thank you.",
      "text_native": "हम्म हम्म, समझ गया, समझ गया। ठीक है सर, समझ गया। Got it, got it. अगर आपका कोई requirement रहा तो बताइएगा सर। Thank you."
    },
    {
      "ucid": "21112178962417072",
      "idx": 17,
      "speaker": "customer",
      "start_s": 45.5,
      "end_s": 46.0,
      "text_en": "Okay.",
      "text_native": "ठीक।"
    },
    {
      "ucid": "21112178962417072",
      "idx": 18,
      "speaker": "agent",
      "start_s": 46.5,
      "end_s": 47.0,
      "text_en": "Yes, okay.",
      "text_native": "हां, ठीक।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178962417072",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178962417072",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, you were registered on our platform, so I was asking regarding that. Do you have any requirement for steel this month?",
      "comment": "The agent did not lead with a supply or price hook, instead opening with a direct requirement question."
    },
    {
      "ucid": "21112178962417072",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "is your business manufacturing or trading? ... What do you manufacture?",
      "comment": "Agent only asked 2 of the 6 required discovery questions, which is below the threshold for a 'partial' score."
    },
    {
      "ucid": "21112178962417072",
      "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; the agent moved from discovery directly to closing the call."
    },
    {
      "ucid": "21112178962417072",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If you have any requirement, please let me know, sir.",
      "comment": "The agent did not attempt to capture details of a current requirement (grade, size, qty) after the customer deflected."
    },
    {
      "ucid": "21112178962417072",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will share my personal number with you on WhatsApp.",
      "comment": "No committed next step was agreed upon; sharing a number is not a specific action like sending a quote or scheduling a callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178962417072",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Okay, I'll save your number. We'll talk to you from next time.",
      "response": "No issue. Sir, this is not my number. This is the company's DND number. I will share my personal number with you on WhatsApp."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}