{
  "ucid": "21112178964658081",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 17:33:00",
  "end_time": "2026-09-17 17:34:48",
  "duration_sec": 108,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3d27658a15604ad758fce25e67ae6ca9.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1480,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178964658081__DIA3d27658a15604ad758fce25e67ae6ca9.mp3",
  "audio_bytes": 253800,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 84.6,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello, uh good afternoon, am I talking to Rofco Industries?\n[9s] CUSTOMER: Yes.\n[10s] AGENT: Uh sir this is Jeevan calling from JSW One platform. Uh yeah, is it a good time to talk?\n[16s] CUSTOMER: I'm a bit busy right now. In the morning, can you call in the morning?   (अभी थोड़ा बिजी है। सुबह में, morning में कॉल करो?)\n[19s] AGENT: Are you a Malayali?   (മലയാളി ആണോ?)\n[20s] CUSTOMER: Yes, I am a Malayali.   (ആ മലയാളി ആണ്.)\n[21s] AGENT: Ah, okay. I understood when I saw the Adayar address. Sir, I... no, I understood you are busy. I was just calling to know. Do you have any requirement for HR CR sheet coils right now?   (ആ ശരി. ഞാൻ ഇപ്പൊ അഡ്രസ് അടയാർ അഡ്രസ് കണ്ടപ്പോ എനിക്ക് മനസിലായി. സർ ഞാൻ, അത് അല്ല, ബിസി ആണെന്ന് മനസിലായി. ജസ്റ്റ് അറിയാൻ ആയിട്ട് ആയിരുന്നു. ഇപ്പൊ HR CR ഷീറ്റിന്റെ കോയിലിൽ എന്തേലും റിക്വയർമെന്റ് ഉണ്ടോ?)\n[28s] AGENT: I had seen a registration in this, in the name of Rofco Industries?   (ഇതില് രജിസ്ട്രേഷൻ കണ്ടിരുന്നേ, റൂഫ്കോ ഇൻഡസ്ട്രീസിന്റെ പേരിൽ?)\n[30s] CUSTOMER: Now, it will only be there around next month.   (ഇപ്പോ ഒരു അടുത്ത മാസം ഒക്കെ ഉണ്ടാവുള്ളൂ.)\n[32s] AGENT: For next month, right?   (അടുത്ത മാസത്തേക്ക് അല്ലെ?)\n[34s] CUSTOMER: Mm.   (മ്ം.)\n[34s] AGENT: Okay. I'll do one thing. This number is a WhatsApp number, right?   (ഓക്കേ. ഞാൻ ഒരു കാര്യം ചെയ്യാം. ഈ നമ്പർ WhatsApp നമ്പർ അല്ലെ?)\n[37s] CUSTOMER: Yes.   (അതെ.)\n[37s] AGENT: Ah, I will send my details to this number. When your requirement becomes live, just send me a message. I will fill in the details and get the pricing for you.   (ആ ഞാൻ ഇതിലേക്ക് എന്റെ ഡീറ്റെയിൽസ് അയച്ചിട്ടേക്കാം. സാറിന് റിക്വയർമെന്റ് ലൈവ് ആവുമ്പോ ജസ്റ്റ് എനിക്കൊന്ന് മെസ്സേജ് അയച്ചാൽ മതി. ഞാൻ ഡീറ്റെയിൽസ് ഫിൽ ചെയ്ത് ഞാൻ പ്രൈസിംഗ് എടുത്ത് തരാം.)\n[43s] CUSTOMER: How do you guys do this?   (നിങ്ങൾ ഇത് എങ്ങനെ ചെയ്യുന്നതാണെന്നാ?)\n[44s] AGENT: How we do it is,   (എങ്ങനെ ചെയ്യുന്നേ എന്ന് വെച്ചാൽ,)\n[45s] CUSTOMER: Where are you calling from?   (ഇത് എവിടുന്നാ വിളിക്കുന്നേ?)\n[46s] AGENT: This is JSW, JSW One platform.   (ഇത് JSW, JSW One പ്ലാറ്റ്ഫോം.)\n[48s] CUSTOMER: Online?\n[49s] AGENT: Online platform, that's the one.   (ഓൺലൈൻ പ്ലാറ്റ്ഫോം, അത് തന്നെ.)\n[51s] CUSTOMER: Okay okay.   (ഓക്കേ ഓക്കേ.)\n[52s] AGENT: Okay. So, so okay. Let your work proceed. Anyway, I will send the details on WhatsApp.   (ഓക്കേ. അപ്പൊ, അപ്പൊ ഓക്കേ. സാറിന്റെ പരിപാടി നടക്കട്ടെ. ഞാൻ ഏതായാലും WhatsApp-ൽ ഞാൻ ഡീറ്റെയിൽസ് അയച്ചിട്ടേക്കാം.)\n[55s] CUSTOMER: Ah, that's good. Okay.   (ആ നല്ലായിട്ടേ. ഓക്കേ.)\n[56s] AGENT: Okay okay. What is your name, sir?   (ഓക്കേ ഓക്കേ. സാറിന്റെ പേര് എങ്ങനെ?)",
  "language": "Malayalam",
  "languages": "[\"Malayalam\", \"English\", \"Hindi\"]",
  "turn_count": 24,
  "connected": 1,
  "audio_notes": "clear: The call contains code-switching between English, Hindi, and Malayalam. The call ends abruptly.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "24 turns, clean transcript (0% inaudible)",
  "band_language": "Malayalam",
  "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 says they are busy and asks for a callback, you must respect their request by scheduling a specific time instead of pushing forward with questions.",
  "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 lead, Rofco Industries, who stated they were busy and requested a callback. The agent pushed past this to ask about requirements, learning of a need for the following month. The call ended with a passive next step, asking the customer to initiate contact, rather than the agent scheduling a firm follow-up call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: I'm a bit busy right now. In the morning, can you call in the morning? AGENT: Do you have any requirement for HR CR sheet coils right now?\", \"comment\": \"The agent did not respect the customer's request for a callback and instead pushed forward with a question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook or value proposition, jumping directly to a qualifying question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for HR CR sheet coils right now?\", \"comment\": \"While the agent asked about a requirement, they failed to capture any details (grade, qty, etc.) for the future need.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"When your requirement becomes live, just send me a message.\", \"comment\": \"The next step was passive, placing the onus on the customer to re-engage rather than setting a committed callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy and asks for a callback, you must respect their request by scheduling a specific time instead of pushing forward with questions.\", \"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 lead, Rofco Industries, who stated they were busy and requested a callback. The agent pushed past this to ask about requirements, learning of a need for the following month. The call ended with a passive next step, asking the customer to initiate contact, rather than the agent scheduling a firm follow-up call.\"}",
  "error": null,
  "latency_ms": 34612,
  "input_tokens": 3445,
  "output_tokens": 751,
  "created_at": "2026-09-25 11:59:43",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 2,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.776,
  "agent_talk_sec": 34.7,
  "customer_talk_sec": 10.0,
  "dead_air_sec": 63.3,
  "longest_monologue_sec": 9.2,
  "agent_wpm": 290.5,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 11,
  "discovery_qs": 8,
  "words_agent": 168,
  "words_customer": 50,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178964658081",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.38,
      "end_s": 8.5,
      "text_en": "Hello, uh good afternoon, am I talking to Rofco Industries?",
      "text_native": "Hello, uh good afternoon, am I talking to Rofco Industries?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 1,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 9.17,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178964658081",
      "idx": 2,
      "speaker": "agent",
      "start_s": 9.77,
      "end_s": 14.98,
      "text_en": "Uh sir this is Jeevan calling from JSW One platform. Uh yeah, is it a good time to talk?",
      "text_native": "Uh sir this is Jeevan calling from JSW One platform. Uh yeah, is it a good time to talk?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 3,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 18.28,
      "text_en": "I'm a bit busy right now. In the morning, can you call in the morning?",
      "text_native": "अभी थोड़ा बिजी है। सुबह में, morning में कॉल करो?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 4,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 19.7,
      "text_en": "Are you a Malayali?",
      "text_native": "മലയാളി ആണോ?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 5,
      "speaker": "customer",
      "start_s": 19.9,
      "end_s": 20.7,
      "text_en": "Yes, I am a Malayali.",
      "text_native": "ആ മലയാളി ആണ്."
    },
    {
      "ucid": "21112178964658081",
      "idx": 6,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 28.0,
      "text_en": "Ah, okay. I understood when I saw the Adayar address. Sir, I... no, I understood you are busy. I was just calling to know. Do you have any requirement for HR CR sheet coils right now?",
      "text_native": "ആ ശരി. ഞാൻ ഇപ്പൊ അഡ്രസ് അടയാർ അഡ്രസ് കണ്ടപ്പോ എനിക്ക് മനസിലായി. സർ ഞാൻ, അത് അല്ല, ബിസി ആണെന്ന് മനസിലായി. ജസ്റ്റ് അറിയാൻ ആയിട്ട് ആയിരുന്നു. ഇപ്പൊ HR CR ഷീറ്റിന്റെ കോയിലിൽ എന്തേലും റിക്വയർമെന്റ് ഉണ്ടോ?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 7,
      "speaker": "agent",
      "start_s": 28.0,
      "end_s": 30.0,
      "text_en": "I had seen a registration in this, in the name of Rofco Industries?",
      "text_native": "ഇതില് രജിസ്ട്രേഷൻ കണ്ടിരുന്നേ, റൂഫ്കോ ഇൻഡസ്ട്രീസിന്റെ പേരിൽ?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 8,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 32.3,
      "text_en": "Now, it will only be there around next month.",
      "text_native": "ഇപ്പോ ഒരു അടുത്ത മാസം ഒക്കെ ഉണ്ടാവുള്ളൂ."
    },
    {
      "ucid": "21112178964658081",
      "idx": 9,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 33.4,
      "text_en": "For next month, right?",
      "text_native": "അടുത്ത മാസത്തേക്ക് അല്ലെ?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 10,
      "speaker": "customer",
      "start_s": 33.8,
      "end_s": 34.1,
      "text_en": "Mm.",
      "text_native": "മ്ം."
    },
    {
      "ucid": "21112178964658081",
      "idx": 11,
      "speaker": "agent",
      "start_s": 34.4,
      "end_s": 36.4,
      "text_en": "Okay. I'll do one thing. This number is a WhatsApp number, right?",
      "text_native": "ഓക്കേ. ഞാൻ ഒരു കാര്യം ചെയ്യാം. ഈ നമ്പർ WhatsApp നമ്പർ അല്ലെ?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 12,
      "speaker": "customer",
      "start_s": 36.6,
      "end_s": 37.0,
      "text_en": "Yes.",
      "text_native": "അതെ."
    },
    {
      "ucid": "21112178964658081",
      "idx": 13,
      "speaker": "agent",
      "start_s": 37.3,
      "end_s": 42.4,
      "text_en": "Ah, I will send my details to this number. When your requirement becomes live, just send me a message. I will fill in the details and get the pricing for you.",
      "text_native": "ആ ഞാൻ ഇതിലേക്ക് എന്റെ ഡീറ്റെയിൽസ് അയച്ചിട്ടേക്കാം. സാറിന് റിക്വയർമെന്റ് ലൈവ് ആവുമ്പോ ജസ്റ്റ് എനിക്കൊന്ന് മെസ്സേജ് അയച്ചാൽ മതി. ഞാൻ ഡീറ്റെയിൽസ് ഫിൽ ചെയ്ത് ഞാൻ പ്രൈസിംഗ് എടുത്ത് തരാം."
    },
    {
      "ucid": "21112178964658081",
      "idx": 14,
      "speaker": "customer",
      "start_s": 42.8,
      "end_s": 44.0,
      "text_en": "How do you guys do this?",
      "text_native": "നിങ്ങൾ ഇത് എങ്ങനെ ചെയ്യുന്നതാണെന്നാ?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 15,
      "speaker": "agent",
      "start_s": 44.5,
      "end_s": 45.3,
      "text_en": "How we do it is,",
      "text_native": "എങ്ങനെ ചെയ്യുന്നേ എന്ന് വെച്ചാൽ,"
    },
    {
      "ucid": "21112178964658081",
      "idx": 16,
      "speaker": "customer",
      "start_s": 45.3,
      "end_s": 46.0,
      "text_en": "Where are you calling from?",
      "text_native": "ഇത് എവിടുന്നാ വിളിക്കുന്നേ?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 17,
      "speaker": "agent",
      "start_s": 46.2,
      "end_s": 47.7,
      "text_en": "This is JSW, JSW One platform.",
      "text_native": "ഇത് JSW, JSW One പ്ലാറ്റ്ഫോം."
    },
    {
      "ucid": "21112178964658081",
      "idx": 18,
      "speaker": "customer",
      "start_s": 48.2,
      "end_s": 48.6,
      "text_en": "Online?",
      "text_native": "Online?"
    },
    {
      "ucid": "21112178964658081",
      "idx": 19,
      "speaker": "agent",
      "start_s": 48.9,
      "end_s": 50.0,
      "text_en": "Online platform, that's the one.",
      "text_native": "ഓൺലൈൻ പ്ലാറ്റ്ഫോം, അത് തന്നെ."
    },
    {
      "ucid": "21112178964658081",
      "idx": 20,
      "speaker": "customer",
      "start_s": 50.6,
      "end_s": 51.1,
      "text_en": "Okay okay.",
      "text_native": "ഓക്കേ ഓക്കേ."
    },
    {
      "ucid": "21112178964658081",
      "idx": 21,
      "speaker": "agent",
      "start_s": 51.5,
      "end_s": 55.0,
      "text_en": "Okay. So, so okay. Let your work proceed. Anyway, I will send the details on WhatsApp.",
      "text_native": "ഓക്കേ. അപ്പൊ, അപ്പൊ ഓക്കേ. സാറിന്റെ പരിപാടി നടക്കട്ടെ. ഞാൻ ഏതായാലും WhatsApp-ൽ ഞാൻ ഡീറ്റെയിൽസ് അയച്ചിട്ടേക്കാം."
    },
    {
      "ucid": "21112178964658081",
      "idx": 22,
      "speaker": "customer",
      "start_s": 55.2,
      "end_s": 56.2,
      "text_en": "Ah, that's good. Okay.",
      "text_native": "ആ നല്ലായിട്ടേ. ഓക്കേ."
    },
    {
      "ucid": "21112178964658081",
      "idx": 23,
      "speaker": "agent",
      "start_s": 56.5,
      "end_s": 58.0,
      "text_en": "Okay okay. What is your name, sir?",
      "text_native": "ഓക്കേ ഓക്കേ. സാറിന്റെ പേര് എങ്ങനെ?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178964658081",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: I'm a bit busy right now. In the morning, can you call in the morning? AGENT: Do you have any requirement for HR CR sheet coils right now?",
      "comment": "The agent did not respect the customer's request for a callback and instead pushed forward with a question."
    },
    {
      "ucid": "21112178964658081",
      "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 provide a hook or value proposition, jumping directly to a qualifying question."
    },
    {
      "ucid": "21112178964658081",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked about the customer's business, volume, or current suppliers."
    },
    {
      "ucid": "21112178964658081",
      "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 as no discovery was conducted."
    },
    {
      "ucid": "21112178964658081",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for HR CR sheet coils right now?",
      "comment": "While the agent asked about a requirement, they failed to capture any details (grade, qty, etc.) for the future need."
    },
    {
      "ucid": "21112178964658081",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "When your requirement becomes live, just send me a message.",
      "comment": "The next step was passive, placing the onus on the customer to re-engage rather than setting a committed callback."
    }
  ],
  "objections": [],
  "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": []
}