{
  "ucid": "21112178971031291",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 11:15:12",
  "end_time": "2026-09-18 11:18:00",
  "duration_sec": 168,
  "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/DIAc7ddb4506fbd89ca07a8ffe345cff142.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1440,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178971031291__DIAc7ddb4506fbd89ca07a8ffe345cff142.mp3",
  "audio_bytes": 447984,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 149.328,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[3s] AGENT: Ah, hello sir, is this Srinivas Industries?   (Ah, வணக்கம் சார், இது ஸ்ரீனிவாஸ் இண்டஸ்ட்ரீஸ் அல்லையா?)\n[5s] CUSTOMER: Yes, Srinivas Industries.\n[7s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform.   (சார், நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து.)\n[9s] AGENT: Okay, just wanted to check if you have any HR CR coil sheet requirement.\n[12s] CUSTOMER: I wanted HR CR sheet 2mm.\n[14s] AGENT: Uh, CR sheet, right?\n[16s] CUSTOMER: CR HR.\n[16s] AGENT: You need CR and HR both?\n[18s] CUSTOMER: Both.\n[18s] AGENT: Okay. Uh, sir, you you can also help me with confirming if this is your WhatsApp number, 9443347933?\n[22s] CUSTOMER: Yes.\n[23s] CUSTOMER: This is my WhatsApp number.\n[24s] AGENT: Okay. Uh, sir, you are the uh director or uh proprietor?\n[26s] CUSTOMER: Proprietor.\n[27s] AGENT: Yeah, okay, sir. Then let me uh also confirm, sir. I just wanted some help uh with you regarding, you know, uh the grade. CR, which grade you're looking for? CR1 or 2?\n[33s] CUSTOMER: CR IS 513D.\n[34s] AGENT: Sorry, CR?\n[37s] AGENT: Hello? Am I audible, sir?\n[38s] CUSTOMER: IS 513D CR.\n[40s] AGENT: 513D, okay. I'll check that. And HR, it is E250 or E350?\n[43s] CUSTOMER: HR 1079.\n[44s] AGENT: 1079. Yes sir, but the grade like E250 or 350?\n[47s] CUSTOMER: I don't know E250 or as per drawing required IS 1079. If equivalent grade is there, that's enough.\n[51s] AGENT: Okay. Sir, do you have a PDF or something like RFQ or something? Is it for your own purpose or is it for some client of yours?\n[55s] CUSTOMER: My client BHEL.\n[57s] AGENT: BHEL, okay.\n[58s] AGENT: Okay, no worries. Sir, if you can just kindly share me the RFQ, I can check along with that and I can share you the pricing.\n[102s] CUSTOMER: Present as present quotation please.\n[103s] CUSTOMER: By WhatsApp.\n[104s] AGENT: Yeah, I can do that. I'll I'll send you the I'll send you a hi message in your WhatsApp. You just share me the details through WhatsApp.\n[108s] AGENT: Does that work?\n[108s] CUSTOMER: This is WhatsApp number.\n[109s] AGENT: This is WhatsApp number. Okay, okay. I'll share you in WhatsApp, okay?\n[111s] CUSTOMER: Okay, please send.\n[112s] AGENT: Okay, sir. Thank you.\n[113s] CUSTOMER: Thank you.",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 38,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "38 turns, clean transcript (0% inaudible)",
  "band_language": "Tamil",
  "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": "You skipped the opener, hook, and all discovery questions, turning the call into a simple data-collection exercise. You must follow the pitch structure to understand the customer's business and build value before offering a quote.",
  "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 customer, a manufacturer supplying to BHEL, confirmed an immediate need for 2mm HR and CR sheets. The agent captured the material grades but failed to conduct any discovery or proper qualification. The call ended with the agent agreeing to connect on WhatsApp to receive the RFQ from the customer, without establishing a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero of the six required discovery questions, focusing only on the immediate requirement's technical specs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call; the conversation was purely transactional.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent confirmed a requirement exists but failed to capture critical qualifying details like quantity, width, or delivery location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The next step was for the agent to wait for the customer to send details, not a committed action like sending a quote with a turnaround time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opener, hook, and all discovery questions, turning the call into a simple data-collection exercise. You must follow the pitch structure to understand the customer's business and build value before offering a quote.\", \"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 customer, a manufacturer supplying to BHEL, confirmed an immediate need for 2mm HR and CR sheets. The agent captured the material grades but failed to conduct any discovery or proper qualification. The call ended with the agent agreeing to connect on WhatsApp to receive the RFQ from the customer, without establishing a firm next step.\"}",
  "error": null,
  "latency_ms": 47487,
  "input_tokens": 3397,
  "output_tokens": 700,
  "created_at": "2026-09-25 11:58:17",
  "sentiment": "positive",
  "sentiment_score": 0.476,
  "sentiment_confidence": "high",
  "pos": 25,
  "neg": 2,
  "lex_hits": 18,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.814,
  "agent_talk_sec": 83.4,
  "customer_talk_sec": 19.1,
  "dead_air_sec": 65.5,
  "longest_monologue_sec": 44.4,
  "agent_wpm": 168.3,
  "interruptions": 0,
  "agent_turns": 20,
  "customer_turns": 18,
  "discovery_qs": 16,
  "words_agent": 234,
  "words_customer": 65,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178971031291",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.17,
      "end_s": 2.67,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178971031291",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.87,
      "end_s": 3.27,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178971031291",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.27,
      "end_s": 5.2,
      "text_en": "Ah, hello sir, is this Srinivas Industries?",
      "text_native": "Ah, வணக்கம் சார், இது ஸ்ரீனிவாஸ் இண்டஸ்ட்ரீஸ் அல்லையா?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.4,
      "end_s": 6.44,
      "text_en": "Yes, Srinivas Industries.",
      "text_native": "Yes, Srinivas Industries."
    },
    {
      "ucid": "21112178971031291",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.64,
      "end_s": 9.2,
      "text_en": "Sir, I am Jeevan speaking, from the JSW One platform.",
      "text_native": "சார், நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம்ல இருந்து."
    },
    {
      "ucid": "21112178971031291",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.2,
      "end_s": 12.1,
      "text_en": "Okay, just wanted to check if you have any HR CR coil sheet requirement.",
      "text_native": "Okay, just wanted to check if you have any HR CR coil sheet requirement."
    },
    {
      "ucid": "21112178971031291",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 14.2,
      "text_en": "I wanted HR CR sheet 2mm.",
      "text_native": "I wanted HR CR sheet 2mm."
    },
    {
      "ucid": "21112178971031291",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.4,
      "end_s": 15.2,
      "text_en": "Uh, CR sheet, right?",
      "text_native": "Uh, CR sheet, right?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 16.2,
      "text_en": "CR HR.",
      "text_native": "CR HR."
    },
    {
      "ucid": "21112178971031291",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.4,
      "end_s": 17.3,
      "text_en": "You need CR and HR both?",
      "text_native": "You need CR and HR both?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 17.9,
      "text_en": "Both.",
      "text_native": "Both."
    },
    {
      "ucid": "21112178971031291",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.1,
      "end_s": 22.1,
      "text_en": "Okay. Uh, sir, you you can also help me with confirming if this is your WhatsApp number, 9443347933?",
      "text_native": "Okay. Uh, sir, you you can also help me with confirming if this is your WhatsApp number, 9443347933?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 12,
      "speaker": "customer",
      "start_s": 22.3,
      "end_s": 22.6,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178971031291",
      "idx": 13,
      "speaker": "customer",
      "start_s": 22.8,
      "end_s": 23.8,
      "text_en": "This is my WhatsApp number.",
      "text_native": "This is my WhatsApp number."
    },
    {
      "ucid": "21112178971031291",
      "idx": 14,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 26.3,
      "text_en": "Okay. Uh, sir, you are the uh director or uh proprietor?",
      "text_native": "Okay. Uh, sir, you are the uh director or uh proprietor?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 15,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 27.1,
      "text_en": "Proprietor.",
      "text_native": "Proprietor."
    },
    {
      "ucid": "21112178971031291",
      "idx": 16,
      "speaker": "agent",
      "start_s": 27.3,
      "end_s": 32.5,
      "text_en": "Yeah, okay, sir. Then let me uh also confirm, sir. I just wanted some help uh with you regarding, you know, uh the grade. CR, which grade you're looking for? CR1 or 2?",
      "text_native": "Yeah, okay, sir. Then let me uh also confirm, sir. I just wanted some help uh with you regarding, you know, uh the grade. CR, which grade you're looking for? CR1 or 2?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 17,
      "speaker": "customer",
      "start_s": 32.7,
      "end_s": 34.0,
      "text_en": "CR IS 513D.",
      "text_native": "CR IS 513D."
    },
    {
      "ucid": "21112178971031291",
      "idx": 18,
      "speaker": "agent",
      "start_s": 34.4,
      "end_s": 35.0,
      "text_en": "Sorry, CR?",
      "text_native": "Sorry, CR?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 19,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 37.9,
      "text_en": "Hello? Am I audible, sir?",
      "text_native": "Hello? Am I audible, sir?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 20,
      "speaker": "customer",
      "start_s": 38.3,
      "end_s": 39.5,
      "text_en": "IS 513D CR.",
      "text_native": "IS 513D CR."
    },
    {
      "ucid": "21112178971031291",
      "idx": 21,
      "speaker": "agent",
      "start_s": 39.6,
      "end_s": 42.9,
      "text_en": "513D, okay. I'll check that. And HR, it is E250 or E350?",
      "text_native": "513D, okay. I'll check that. And HR, it is E250 or E350?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 22,
      "speaker": "customer",
      "start_s": 43.1,
      "end_s": 44.1,
      "text_en": "HR 1079.",
      "text_native": "HR 1079."
    },
    {
      "ucid": "21112178971031291",
      "idx": 23,
      "speaker": "agent",
      "start_s": 44.3,
      "end_s": 46.4,
      "text_en": "1079. Yes sir, but the grade like E250 or 350?",
      "text_native": "1079. Yes sir, but the grade like E250 or 350?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 24,
      "speaker": "customer",
      "start_s": 46.6,
      "end_s": 50.9,
      "text_en": "I don't know E250 or as per drawing required IS 1079. If equivalent grade is there, that's enough.",
      "text_native": "I don't know E250 or as per drawing required IS 1079. If equivalent grade is there, that's enough."
    },
    {
      "ucid": "21112178971031291",
      "idx": 25,
      "speaker": "agent",
      "start_s": 51.0,
      "end_s": 55.1,
      "text_en": "Okay. Sir, do you have a PDF or something like RFQ or something? Is it for your own purpose or is it for some client of yours?",
      "text_native": "Okay. Sir, do you have a PDF or something like RFQ or something? Is it for your own purpose or is it for some client of yours?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 26,
      "speaker": "customer",
      "start_s": 55.3,
      "end_s": 56.3,
      "text_en": "My client BHEL.",
      "text_native": "My client BHEL."
    },
    {
      "ucid": "21112178971031291",
      "idx": 27,
      "speaker": "agent",
      "start_s": 56.8,
      "end_s": 57.8,
      "text_en": "BHEL, okay.",
      "text_native": "BHEL, okay."
    },
    {
      "ucid": "21112178971031291",
      "idx": 28,
      "speaker": "agent",
      "start_s": 57.9,
      "end_s": 101.3,
      "text_en": "Okay, no worries. Sir, if you can just kindly share me the RFQ, I can check along with that and I can share you the pricing.",
      "text_native": "Okay, no worries. Sir, if you can just kindly share me the RFQ, I can check along with that and I can share you the pricing."
    },
    {
      "ucid": "21112178971031291",
      "idx": 29,
      "speaker": "customer",
      "start_s": 101.5,
      "end_s": 103.0,
      "text_en": "Present as present quotation please.",
      "text_native": "Present as present quotation please."
    },
    {
      "ucid": "21112178971031291",
      "idx": 30,
      "speaker": "customer",
      "start_s": 103.3,
      "end_s": 103.8,
      "text_en": "By WhatsApp.",
      "text_native": "By WhatsApp."
    },
    {
      "ucid": "21112178971031291",
      "idx": 31,
      "speaker": "agent",
      "start_s": 103.9,
      "end_s": 107.5,
      "text_en": "Yeah, I can do that. I'll I'll send you the I'll send you a hi message in your WhatsApp. You just share me the details through WhatsApp.",
      "text_native": "Yeah, I can do that. I'll I'll send you the I'll send you a hi message in your WhatsApp. You just share me the details through WhatsApp."
    },
    {
      "ucid": "21112178971031291",
      "idx": 32,
      "speaker": "agent",
      "start_s": 107.5,
      "end_s": 107.9,
      "text_en": "Does that work?",
      "text_native": "Does that work?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 33,
      "speaker": "customer",
      "start_s": 108.1,
      "end_s": 109.0,
      "text_en": "This is WhatsApp number.",
      "text_native": "This is WhatsApp number."
    },
    {
      "ucid": "21112178971031291",
      "idx": 34,
      "speaker": "agent",
      "start_s": 109.1,
      "end_s": 111.1,
      "text_en": "This is WhatsApp number. Okay, okay. I'll share you in WhatsApp, okay?",
      "text_native": "This is WhatsApp number. Okay, okay. I'll share you in WhatsApp, okay?"
    },
    {
      "ucid": "21112178971031291",
      "idx": 35,
      "speaker": "customer",
      "start_s": 111.3,
      "end_s": 112.0,
      "text_en": "Okay, please send.",
      "text_native": "Okay, please send."
    },
    {
      "ucid": "21112178971031291",
      "idx": 36,
      "speaker": "agent",
      "start_s": 112.2,
      "end_s": 113.0,
      "text_en": "Okay, sir. Thank you.",
      "text_native": "Okay, sir. Thank you."
    },
    {
      "ucid": "21112178971031291",
      "idx": 37,
      "speaker": "customer",
      "start_s": 113.3,
      "end_s": 113.7,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178971031291",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178971031291",
      "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 jumping directly to asking for requirements."
    },
    {
      "ucid": "21112178971031291",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero of the six required discovery questions, focusing only on the immediate requirement's technical specs."
    },
    {
      "ucid": "21112178971031291",
      "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 during the call; the conversation was purely transactional."
    },
    {
      "ucid": "21112178971031291",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent confirmed a requirement exists but failed to capture critical qualifying details like quantity, width, or delivery location."
    },
    {
      "ucid": "21112178971031291",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The next step was for the agent to wait for the customer to send details, not a committed action like sending a quote with a turnaround time."
    }
  ],
  "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": []
}