{
  "ucid": "21112178963472162",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 14:15:21",
  "end_time": "2026-09-17 14:17:17",
  "duration_sec": 116,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcb79f0969dea81abb094a787c14d458c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1582,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178963472162__DIAcb79f0969dea81abb094a787c14d458c.mp3",
  "audio_bytes": 307800,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 102.6,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello, Shri Bhavani Organic Private Limited?   (हॅलो, श्री भवानी ऑर्गेनिक प्रायव्हेट लिमिटेड?)\n[4s] CUSTOMER: Yes.\n[5s] AGENT: Sir, Sudip here from JSW One MSME.   (सर सुदीप हियर फ्रॉम जेएसडब्ल्यू वन एमएसएमई.)\n[8s] CUSTOMER: Okay.\n[8s] AGENT: Mr. Parth, your account was registered on our portal, you have also created a requirement for cement.   (मिस्टर पार्थ, ये आपका अकाउंट रजिस्टर्ड हुआ था पोर्टल पर हमारे, आपने उसको एक रिक्वायरमेंट भी बनाई है सीमेंट की।)\n[13s] CUSTOMER: Yes.   (जी।)\n[14s] AGENT: OP OPC 53, correct?   (ओपी ओपीसी फिफ्टी थ्री, करेक्ट?)\n[16s] CUSTOMER: Yes.   (जी।)\n[16s] AGENT: Okay, okay, okay. Sir, actually I don't look after the cement segment, I look after the steel segment. I will ask the cement team to connect with you. Do you have any plans for steel, sir? Was there a requirement for steel?   (ओके ओके ओके। सर एक्चुअली मैं है ना सीमेंट सेगमेंट नहीं देखता, मैं स्टील सेगमेंट देखता हूं। आपको मैं सीमेंट टीम को बोलता हूं कनेक्ट करने के लिए। स्टील में कुछ प्लानिंग है क्या सर आपका? रिक्वायरमेंट था स्टील में?)\n[23s] CUSTOMER: Yes sir, I also wanted to ask one more thing, like if I need it for personal use, not under MSME, can I get it like that?   (हां सर, मुझे और एक चीज भी पूछना था कि जैसे कि पर्सनल यूज के लिए चाहिए, एमएसएमई के अंडर नहीं चाहिए, तो मिल सकता है क्या ऐसे?)\n[28s] AGENT: But what is this thing? Meaning, is it cement, is it steel?   (बट ये क्या चीज है? मतलब सीमेंट है, स्टील है?)\n[31s] CUSTOMER: Yes, cement and steel, meaning TMT.   (हां, सीमेंट और स्टील, मतलब टीएमटी।)\n[33s] AGENT: TMT. Okay, but this company of yours, Shri Bhavani Organic, you don't want to do it through this?   (टीएमटी। अच्छा, बट ये जो आपकी कंपनी है, श्री भवानी ऑर्गेनिक, इसके थ्रू नहीं करना आप?)\n[36s] CUSTOMER: I don't want it in this name, I want it for personal use. They had asked for it as compulsory for registration, that's why I entered my company's details.   (इसके नाम से नहीं चाहिए, पर्सनल यूज के लिए चाहिए। ये तो रजिस्ट्रेशन के लिए कंपलसरी उन्होंने मांगा था इसलिए मैंने अपनी कंपनी की डिटेल्स डाली है।)\n[41s] AGENT: Not possible, Parth ji. The company, you see, the GST that is registered with the account, only that account will get the material. The bill-to will be in its name. If there is no GST, it won't be possible, sir.   (नॉट पॉसिबल पार्थ जी। कंपनी जो है ना, उसमें जीएसटी जो जो अकाउंट का रजिस्टर्ड होगा, उसी को मटेरियल मिलेगा। बिल टू उसके नाम से बनेगा। अगर जीएसटी नहीं है तो नहीं हो पाएगा सर।)\n[47s] CUSTOMER: Okay. No problem, then I'll get another GST for that company, actually that company of mine is being formed, I needed it for that. Its GST hasn't come yet, so I'll have to get the GST first, right?   (अच्छा। कोई बात नहीं, तो फिर मैं जीएसटी दूसरा लेके वो कंपनी, मेरी एक्चुअली वो कंपनी बन रही है, उसके लिए चाहिए था। उसका जीएसटी अभी तक आया नहीं, तो मुझे पहले जीएसटी लेना पड़ेगा ना?)\n[53s] AGENT: You will have to get the GST first. The billing will happen on that GST.   (आपको पहले जीएसटी लेना पड़ेगा। वो जीएसटी पे बिलिंग होगी।)\n[56s] CUSTOMER: No problem for now, so I'll get the GST first, then I'll register with that company and place the requirement.   (अभी कोई बात नहीं, तो मैं जीएसटी ले लेता हूं पहले, तो वो कंपनी से रजिस्टर करके मैं रिक्वायरमेंट डालता हूं।)\n[60s] AGENT: Okay, so the one that has been created, I'll close it, okay?   (ठीक है, तो अभी ये बनी हुई जो है, वो क्लोज कर देता हूं मैं, ओके?)\n[63s] CUSTOMER: Okay.\n[64s] AGENT: Okay. Thank you.   (ठीक है। थैंक यू।)\n[65s] CUSTOMER: Thank you.   (थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "You correctly handled the cement/steel segment split and the GST policy question. Next time, try to capture the potential TMT requirement (quantity, timeline) so we have it ready for when the customer resolves their GST issue.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer submitted a requirement for cement. The agent, a steel specialist, informed the customer he would have the cement team connect. The customer then inquired about buying TMT for a new company without a GST number. The agent correctly explained that a GST is mandatory for billing, and the customer agreed to get the GST and re-register later.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Mr. Parth, your account was registered on our portal, you have also created a requirement for cement.\", \"comment\": \"Agent correctly referenced the customer's portal registration and the specific requirement created.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"OP OPC 53, correct?\", \"comment\": \"Agent only validated the product/grade before realizing it was the wrong segment for him and did not validate any other fields.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The conversation was diverted to a product-segment mismatch and then a GST issue, so no discovery questions were asked.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended due to the customer needing to acquire a GST number, so no pricing or closure was attempted.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, actually I don't look after the cement segment, I look after the steel segment. I will ask the cement team to connect with you.\", \"comment\": \"The agent did not re-pitch the portfolio; instead, he correctly identified the customer's need and his own scope.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly handled the cement/steel segment split and the GST policy question. Next time, try to capture the potential TMT requirement (quantity, timeline) so we have it ready for when the customer resolves their GST issue.\", \"segment_detected\": \"construction\", \"mfg_flag\": true, \"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 customer submitted a requirement for cement. The agent, a steel specialist, informed the customer he would have the cement team connect. The customer then inquired about buying TMT for a new company without a GST number. The agent correctly explained that a GST is mandatory for billing, and the customer agreed to get the GST and re-register later.\"}",
  "error": null,
  "latency_ms": 31668,
  "input_tokens": 3643,
  "output_tokens": 710,
  "created_at": "2026-09-25 12:03:49",
  "sentiment": "negative",
  "sentiment_score": -0.264,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 18,
  "lex_hits": 16,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.592,
  "agent_talk_sec": 33.2,
  "customer_talk_sec": 22.9,
  "dead_air_sec": 59.9,
  "longest_monologue_sec": 6.6,
  "agent_wpm": 319.9,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 11,
  "discovery_qs": 8,
  "words_agent": 177,
  "words_customer": 127,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178963472162",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.18,
      "end_s": 3.88,
      "text_en": "Hello, Shri Bhavani Organic Private Limited?",
      "text_native": "हॅलो, श्री भवानी ऑर्गेनिक प्रायव्हेट लिमिटेड?"
    },
    {
      "ucid": "21112178963472162",
      "idx": 1,
      "speaker": "customer",
      "start_s": 4.28,
      "end_s": 4.68,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178963472162",
      "idx": 2,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 7.1,
      "text_en": "Sir, Sudip here from JSW One MSME.",
      "text_native": "सर सुदीप हियर फ्रॉम जेएसडब्ल्यू वन एमएसएमई."
    },
    {
      "ucid": "21112178963472162",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.58,
      "end_s": 8.08,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178963472162",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 12.5,
      "text_en": "Mr. Parth, your account was registered on our portal, you have also created a requirement for cement.",
      "text_native": "मिस्टर पार्थ, ये आपका अकाउंट रजिस्टर्ड हुआ था पोर्टल पर हमारे, आपने उसको एक रिक्वायरमेंट भी बनाई है सीमेंट की।"
    },
    {
      "ucid": "21112178963472162",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 13.1,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178963472162",
      "idx": 6,
      "speaker": "agent",
      "start_s": 13.5,
      "end_s": 15.2,
      "text_en": "OP OPC 53, correct?",
      "text_native": "ओपी ओपीसी फिफ्टी थ्री, करेक्ट?"
    },
    {
      "ucid": "21112178963472162",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 15.8,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178963472162",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 22.8,
      "text_en": "Okay, okay, okay. Sir, actually I don't look after the cement segment, I look after the steel segment. I will ask the cement team to connect with you. Do you have any plans for steel, sir? Was there a requirement for steel?",
      "text_native": "ओके ओके ओके। सर एक्चुअली मैं है ना सीमेंट सेगमेंट नहीं देखता, मैं स्टील सेगमेंट देखता हूं। आपको मैं सीमेंट टीम को बोलता हूं कनेक्ट करने के लिए। स्टील में कुछ प्लानिंग है क्या सर आपका? रिक्वायरमेंट था स्टील में?"
    },
    {
      "ucid": "21112178963472162",
      "idx": 9,
      "speaker": "customer",
      "start_s": 23.1,
      "end_s": 27.5,
      "text_en": "Yes sir, I also wanted to ask one more thing, like if I need it for personal use, not under MSME, can I get it like that?",
      "text_native": "हां सर, मुझे और एक चीज भी पूछना था कि जैसे कि पर्सनल यूज के लिए चाहिए, एमएसएमई के अंडर नहीं चाहिए, तो मिल सकता है क्या ऐसे?"
    },
    {
      "ucid": "21112178963472162",
      "idx": 10,
      "speaker": "agent",
      "start_s": 27.9,
      "end_s": 30.0,
      "text_en": "But what is this thing? Meaning, is it cement, is it steel?",
      "text_native": "बट ये क्या चीज है? मतलब सीमेंट है, स्टील है?"
    },
    {
      "ucid": "21112178963472162",
      "idx": 11,
      "speaker": "customer",
      "start_s": 30.8,
      "end_s": 32.5,
      "text_en": "Yes, cement and steel, meaning TMT.",
      "text_native": "हां, सीमेंट और स्टील, मतलब टीएमटी।"
    },
    {
      "ucid": "21112178963472162",
      "idx": 12,
      "speaker": "agent",
      "start_s": 32.8,
      "end_s": 35.8,
      "text_en": "TMT. Okay, but this company of yours, Shri Bhavani Organic, you don't want to do it through this?",
      "text_native": "टीएमटी। अच्छा, बट ये जो आपकी कंपनी है, श्री भवानी ऑर्गेनिक, इसके थ्रू नहीं करना आप?"
    },
    {
      "ucid": "21112178963472162",
      "idx": 13,
      "speaker": "customer",
      "start_s": 36.1,
      "end_s": 40.4,
      "text_en": "I don't want it in this name, I want it for personal use. They had asked for it as compulsory for registration, that's why I entered my company's details.",
      "text_native": "इसके नाम से नहीं चाहिए, पर्सनल यूज के लिए चाहिए। ये तो रजिस्ट्रेशन के लिए कंपलसरी उन्होंने मांगा था इसलिए मैंने अपनी कंपनी की डिटेल्स डाली है।"
    },
    {
      "ucid": "21112178963472162",
      "idx": 14,
      "speaker": "agent",
      "start_s": 40.6,
      "end_s": 46.5,
      "text_en": "Not possible, Parth ji. The company, you see, the GST that is registered with the account, only that account will get the material. The bill-to will be in its name. If there is no GST, it won't be possible, sir.",
      "text_native": "नॉट पॉसिबल पार्थ जी। कंपनी जो है ना, उसमें जीएसटी जो जो अकाउंट का रजिस्टर्ड होगा, उसी को मटेरियल मिलेगा। बिल टू उसके नाम से बनेगा। अगर जीएसटी नहीं है तो नहीं हो पाएगा सर।"
    },
    {
      "ucid": "21112178963472162",
      "idx": 15,
      "speaker": "customer",
      "start_s": 46.8,
      "end_s": 53.0,
      "text_en": "Okay. No problem, then I'll get another GST for that company, actually that company of mine is being formed, I needed it for that. Its GST hasn't come yet, so I'll have to get the GST first, right?",
      "text_native": "अच्छा। कोई बात नहीं, तो फिर मैं जीएसटी दूसरा लेके वो कंपनी, मेरी एक्चुअली वो कंपनी बन रही है, उसके लिए चाहिए था। उसका जीएसटी अभी तक आया नहीं, तो मुझे पहले जीएसटी लेना पड़ेगा ना?"
    },
    {
      "ucid": "21112178963472162",
      "idx": 16,
      "speaker": "agent",
      "start_s": 53.3,
      "end_s": 55.5,
      "text_en": "You will have to get the GST first. The billing will happen on that GST.",
      "text_native": "आपको पहले जीएसटी लेना पड़ेगा। वो जीएसटी पे बिलिंग होगी।"
    },
    {
      "ucid": "21112178963472162",
      "idx": 17,
      "speaker": "customer",
      "start_s": 55.7,
      "end_s": 59.6,
      "text_en": "No problem for now, so I'll get the GST first, then I'll register with that company and place the requirement.",
      "text_native": "अभी कोई बात नहीं, तो मैं जीएसटी ले लेता हूं पहले, तो वो कंपनी से रजिस्टर करके मैं रिक्वायरमेंट डालता हूं।"
    },
    {
      "ucid": "21112178963472162",
      "idx": 18,
      "speaker": "agent",
      "start_s": 59.8,
      "end_s": 62.0,
      "text_en": "Okay, so the one that has been created, I'll close it, okay?",
      "text_native": "ठीक है, तो अभी ये बनी हुई जो है, वो क्लोज कर देता हूं मैं, ओके?"
    },
    {
      "ucid": "21112178963472162",
      "idx": 19,
      "speaker": "customer",
      "start_s": 62.7,
      "end_s": 63.1,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178963472162",
      "idx": 20,
      "speaker": "agent",
      "start_s": 63.6,
      "end_s": 64.4,
      "text_en": "Okay. Thank you.",
      "text_native": "ठीक है। थैंक यू।"
    },
    {
      "ucid": "21112178963472162",
      "idx": 21,
      "speaker": "customer",
      "start_s": 64.8,
      "end_s": 65.3,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178963472162",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Mr. Parth, your account was registered on our portal, you have also created a requirement for cement.",
      "comment": "Agent correctly referenced the customer's portal registration and the specific requirement created."
    },
    {
      "ucid": "21112178963472162",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "OP OPC 53, correct?",
      "comment": "Agent only validated the product/grade before realizing it was the wrong segment for him and did not validate any other fields."
    },
    {
      "ucid": "21112178963472162",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The conversation was diverted to a product-segment mismatch and then a GST issue, so no discovery questions were asked."
    },
    {
      "ucid": "21112178963472162",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended due to the customer needing to acquire a GST number, so no pricing or closure was attempted."
    },
    {
      "ucid": "21112178963472162",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, actually I don't look after the cement segment, I look after the steel segment. I will ask the cement team to connect with you.",
      "comment": "The agent did not re-pitch the portfolio; instead, he correctly identified the customer's need and his own scope."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}