{
  "ucid": "21112178970618211",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 10:06:22",
  "end_time": "2026-09-18 10:08:16",
  "duration_sec": 114,
  "campaign": "MSME_IS_India_ProductOpps_PROG_261225",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8e78176609bc9a7e3f159e4d5e2a3188.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1461,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178970618211__DIA8e78176609bc9a7e3f159e4d5e2a3188.mp3",
  "audio_bytes": 274752,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 91.584,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello?\n[7s] AGENT: Hello?\n[8s] CUSTOMER: Yes?   (हां जी?)\n[9s] AGENT: Yeah, good morning sir. This is Abdul speaking from JSW.   (Yeah, good morning sir. अब्दुल बात कर रहा हूं मैं JSW से।)\n[12s] CUSTOMER: Okay okay, yes tell me.   (अच्छा अच्छा, हां बताइए।)\n[13s] AGENT: Are you speaking from Kitchen Craft Solution?   (Kitchen Craft Solution से बात कर रहे हैं?)\n[15s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[16s] AGENT: Sir, you had recently placed an inquiry on the JSW platform, I think regarding CR.   (Sir, अभी JSW के platform पे कुछ आपने inquiry डाले थे, I think CR के regarding.)\n[19s] CUSTOMER: Yes, I had placed that inquiry, yes yes yes, I was just looking at the app, so I thought let's see what's in it.   (हां, वो डाला था मैंने inquiry की, जी जी जी, just देखता ही था app, तो मैंने सोचा कि यार चलो देखो जरा क्या है इसमें।)\n[23s] AGENT: Okay okay.   (अच्छा अच्छा।)\n[24s] CUSTOMER: But you didn't mention any rate for steel etc. in it.   (तो उसमें rate तो कुछ बताए नहीं आप steel वगेरा का।)\n[26s] AGENT: No, the rate is not in it. You place an inquiry in it, our sales person will talk to you, okay? Whatever it is, they will tell you then. Right now, what do you do? Do you do trading or manufacturing?   (नहीं rate उसमें नहीं होता है। उसमें आप inquiry डालेंगे, हमारे sales person आपसे बात करेंगे, ठीक है? जो भी होगा फिर आपको बताएंगे। अभी कुछ, क्या करते हैं आप? Trading करते हैं या manufacturing करते हैं?)\n[31s] CUSTOMER: It's manufacturing, we make kitchen equipments of steel.   (Manufacturing है, kitchen equipments बनाते हैं हम steel का।)\n[34s] AGENT: Okay, do you need material in SS?   (अच्छा, SS में चाहिए आपको material?)\n[35s] CUSTOMER: Yes, in SS.   (हां, SS में।)\n[36s] AGENT: Okay, we are not dealing in SS right now, sir. We are only dealing in MS right now, okay? So we won't be able to provide SS right now, sir.   (अच्छा, हम लोग अभी SS में deal नहीं कर रहे sir। अभी हम लोग only MS में deal कर रहे हैं, ठीक है? So अभी SS नहीं दे पाएंगे sir।)\n[40s] CUSTOMER: Okay.   (अच्छा।)\n[41s] AGENT: Yes yes yes.   (जी जी जी।)\n[42s] CUSTOMER: And are GI sheets also available here?   (और GI sheets भी होती है यहां पे?)\n[43s] AGENT: Yes, GI sheets are also available.   (हां, GI sheet भी होता है।)\n[45s] CUSTOMER: Okay okay.   (अच्छा अच्छा।)\n[46s] AGENT: Hmm.   (हम्म।)\n[47s] CUSTOMER: Okay.   (ठीक है।)\n[47s] AGENT: All material in MS is available here. When you have a requirement, let me know, okay?   (यहां पे MS में सारा material available है। जब requirement हो तो मुझे बताइए, ठीक है?)\n[50s] CUSTOMER: What needs to be done for SS? JSW also has steel, right?   (SS के लिए क्या करना पड़ेगा? JSW भी तो steel भी आती है ना?)\n[52s] AGENT: Yes, it is available, but we are not dealing in SS right now, sir. For that, SS has been stopped for now. We are only dealing in MS.   (हां आती है but अभी SS में deal नहीं कर रहे sir। उसके लिए अभी SS बंद कर दिया है। Only MS में deal कर रहे हैं।)\n[56s] CUSTOMER: Is this directly from the company or has some authorized person made this app?   (ये direct from company से वो है या फिर कोई किसी authorized ने यह app बना रखा है?)\n[60s] AGENT: No, it's directly from the company, sir. We are from the company's office, yes. It's for that.   (अरे direct company से है sir। हम लोग company के office का, हां। उसमें के लिए है।)\n[63s] CUSTOMER: Okay.   (ठीक है।)\n[64s] AGENT: Okay?   (ठीक है?)\n[64s] CUSTOMER: Okay, but we have a requirement for SS.   (ठीक है, हमें तो SS की requirement है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 31,
  "connected": 1,
  "audio_notes": "clear: The conversation is heavily code-mixed with English technical and business terms.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "31 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": "When a call is disqualified early, it's still important to follow the process; you skipped revalidating the inquiry details before moving to discovery.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "Stainless Steel (SS)",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "out_of_stock",
  "supply_details": "Agent stated they are not currently dealing in Stainless Steel (SS), which is the customer's primary requirement.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a kitchen equipment manufacturer, inquired about CR coils but their actual requirement is for Stainless Steel (SS). The agent correctly identified this mismatch early in the call and informed the customer that JSW One is not currently supplying SS. The call ended as the required material is not available.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, you had recently placed an inquiry on the JSW platform, I think regarding CR.\", \"comment\": \"The agent correctly opened the call by referencing the customer's recent platform inquiry.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I think CR के regarding.\", \"comment\": \"The agent only mentioned the product from the inquiry and did not attempt to revalidate quantity, dimensions, location, or timeline.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Right now, what do you do? Do you do trading or manufacturing?\", \"comment\": \"The agent only asked one discovery question (business type) before the call was disqualified on material type, which is below the threshold for a partial pass.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was disqualified because the required material (SS) was unavailable, so no pricing or closure was attempted.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"No, it's directly from the company, sir. We are from the company's office, yes.\", \"comment\": \"The agent did not re-pitch the portfolio and correctly handled the customer's context of having used the app.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a call is disqualified early, it's still important to follow the process; you skipped revalidating the inquiry details before moving to discovery.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Stainless Steel (SS)\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"out_of_stock\", \"supply_details\": \"Agent stated they are not currently dealing in Stainless Steel (SS), which is the customer's primary requirement.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a kitchen equipment manufacturer, inquired about CR coils but their actual requirement is for Stainless Steel (SS). The agent correctly identified this mismatch early in the call and informed the customer that JSW One is not currently supplying SS. The call ended as the required material is not available.\"}",
  "error": null,
  "latency_ms": 37816,
  "input_tokens": 3687,
  "output_tokens": 728,
  "created_at": "2026-09-25 11:58:55",
  "sentiment": "positive",
  "sentiment_score": 0.474,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 17,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.589,
  "agent_talk_sec": 29.2,
  "customer_talk_sec": 20.4,
  "dead_air_sec": 64.4,
  "longest_monologue_sec": 5.4,
  "agent_wpm": 380.1,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 16,
  "discovery_qs": 9,
  "words_agent": 185,
  "words_customer": 101,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178970618211",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.3,
      "end_s": 5.8,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 1,
      "speaker": "agent",
      "start_s": 7.4,
      "end_s": 7.8,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 2,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 8.6,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.88,
      "end_s": 11.4,
      "text_en": "Yeah, good morning sir. This is Abdul speaking from JSW.",
      "text_native": "Yeah, good morning sir. अब्दुल बात कर रहा हूं मैं JSW से।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 4,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 13.1,
      "text_en": "Okay okay, yes tell me.",
      "text_native": "अच्छा अच्छा, हां बताइए।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.3,
      "end_s": 14.8,
      "text_en": "Are you speaking from Kitchen Craft Solution?",
      "text_native": "Kitchen Craft Solution से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.0,
      "end_s": 15.4,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 18.4,
      "text_en": "Sir, you had recently placed an inquiry on the JSW platform, I think regarding CR.",
      "text_native": "Sir, अभी JSW के platform पे कुछ आपने inquiry डाले थे, I think CR के regarding."
    },
    {
      "ucid": "21112178970618211",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.6,
      "end_s": 22.6,
      "text_en": "Yes, I had placed that inquiry, yes yes yes, I was just looking at the app, so I thought let's see what's in it.",
      "text_native": "हां, वो डाला था मैंने inquiry की, जी जी जी, just देखता ही था app, तो मैंने सोचा कि यार चलो देखो जरा क्या है इसमें।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.9,
      "end_s": 23.4,
      "text_en": "Okay okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.5,
      "end_s": 25.5,
      "text_en": "But you didn't mention any rate for steel etc. in it.",
      "text_native": "तो उसमें rate तो कुछ बताए नहीं आप steel वगेरा का।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 11,
      "speaker": "agent",
      "start_s": 25.6,
      "end_s": 31.0,
      "text_en": "No, the rate is not in it. You place an inquiry in it, our sales person will talk to you, okay? Whatever it is, they will tell you then. Right now, what do you do? Do you do trading or manufacturing?",
      "text_native": "नहीं rate उसमें नहीं होता है। उसमें आप inquiry डालेंगे, हमारे sales person आपसे बात करेंगे, ठीक है? जो भी होगा फिर आपको बताएंगे। अभी कुछ, क्या करते हैं आप? Trading करते हैं या manufacturing करते हैं?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 12,
      "speaker": "customer",
      "start_s": 31.2,
      "end_s": 33.4,
      "text_en": "It's manufacturing, we make kitchen equipments of steel.",
      "text_native": "Manufacturing है, kitchen equipments बनाते हैं हम steel का।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 13,
      "speaker": "agent",
      "start_s": 33.5,
      "end_s": 34.9,
      "text_en": "Okay, do you need material in SS?",
      "text_native": "अच्छा, SS में चाहिए आपको material?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 14,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 35.8,
      "text_en": "Yes, in SS.",
      "text_native": "हां, SS में।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 15,
      "speaker": "agent",
      "start_s": 36.2,
      "end_s": 40.2,
      "text_en": "Okay, we are not dealing in SS right now, sir. We are only dealing in MS right now, okay? So we won't be able to provide SS right now, sir.",
      "text_native": "अच्छा, हम लोग अभी SS में deal नहीं कर रहे sir। अभी हम लोग only MS में deal कर रहे हैं, ठीक है? So अभी SS नहीं दे पाएंगे sir।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 16,
      "speaker": "customer",
      "start_s": 40.3,
      "end_s": 40.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 17,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 41.6,
      "text_en": "Yes yes yes.",
      "text_native": "जी जी जी।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 18,
      "speaker": "customer",
      "start_s": 42.1,
      "end_s": 43.2,
      "text_en": "And are GI sheets also available here?",
      "text_native": "और GI sheets भी होती है यहां पे?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 19,
      "speaker": "agent",
      "start_s": 43.4,
      "end_s": 44.3,
      "text_en": "Yes, GI sheets are also available.",
      "text_native": "हां, GI sheet भी होता है।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 20,
      "speaker": "customer",
      "start_s": 44.7,
      "end_s": 45.3,
      "text_en": "Okay okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 21,
      "speaker": "agent",
      "start_s": 46.0,
      "end_s": 46.2,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 22,
      "speaker": "customer",
      "start_s": 46.6,
      "end_s": 47.0,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 23,
      "speaker": "agent",
      "start_s": 47.2,
      "end_s": 50.0,
      "text_en": "All material in MS is available here. When you have a requirement, let me know, okay?",
      "text_native": "यहां पे MS में सारा material available है। जब requirement हो तो मुझे बताइए, ठीक है?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 24,
      "speaker": "customer",
      "start_s": 50.3,
      "end_s": 52.1,
      "text_en": "What needs to be done for SS? JSW also has steel, right?",
      "text_native": "SS के लिए क्या करना पड़ेगा? JSW भी तो steel भी आती है ना?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 25,
      "speaker": "agent",
      "start_s": 52.4,
      "end_s": 55.8,
      "text_en": "Yes, it is available, but we are not dealing in SS right now, sir. For that, SS has been stopped for now. We are only dealing in MS.",
      "text_native": "हां आती है but अभी SS में deal नहीं कर रहे sir। उसके लिए अभी SS बंद कर दिया है। Only MS में deal कर रहे हैं।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 26,
      "speaker": "customer",
      "start_s": 56.0,
      "end_s": 59.4,
      "text_en": "Is this directly from the company or has some authorized person made this app?",
      "text_native": "ये direct from company से वो है या फिर कोई किसी authorized ने यह app बना रखा है?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 27,
      "speaker": "agent",
      "start_s": 59.5,
      "end_s": 62.4,
      "text_en": "No, it's directly from the company, sir. We are from the company's office, yes. It's for that.",
      "text_native": "अरे direct company से है sir। हम लोग company के office का, हां। उसमें के लिए है।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 28,
      "speaker": "customer",
      "start_s": 63.3,
      "end_s": 63.6,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178970618211",
      "idx": 29,
      "speaker": "agent",
      "start_s": 63.9,
      "end_s": 64.2,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178970618211",
      "idx": 30,
      "speaker": "customer",
      "start_s": 64.3,
      "end_s": 65.9,
      "text_en": "Okay, but we have a requirement for SS.",
      "text_native": "ठीक है, हमें तो SS की requirement है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178970618211",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, you had recently placed an inquiry on the JSW platform, I think regarding CR.",
      "comment": "The agent correctly opened the call by referencing the customer's recent platform inquiry."
    },
    {
      "ucid": "21112178970618211",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "I think CR के regarding.",
      "comment": "The agent only mentioned the product from the inquiry and did not attempt to revalidate quantity, dimensions, location, or timeline."
    },
    {
      "ucid": "21112178970618211",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Right now, what do you do? Do you do trading or manufacturing?",
      "comment": "The agent only asked one discovery question (business type) before the call was disqualified on material type, which is below the threshold for a partial pass."
    },
    {
      "ucid": "21112178970618211",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was disqualified because the required material (SS) was unavailable, so no pricing or closure was attempted."
    },
    {
      "ucid": "21112178970618211",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "No, it's directly from the company, sir. We are from the company's office, yes.",
      "comment": "The agent did not re-pitch the portfolio and correctly handled the customer's context of having used the app."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}