{
  "ucid": "21112178972459991",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 15:13:19",
  "end_time": "2026-09-18 15:15:13",
  "duration_sec": 114,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe657b76787e82a2dc67fe3756b5c3253.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1394,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972459991__DIAe657b76787e82a2dc67fe3756b5c3253.mp3",
  "audio_bytes": 275616,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 91.872,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो)\n[1s] AGENT: Hello.   (हॅलो)\n[2s] CUSTOMER: Yes, speak.   (हां बोलिए)\n[3s] AGENT: Yes sir, this is Kartik speaking from JSW One.   (हां सर कार्तिक ये बात कर रहा था JSW One से)\n[6s] CUSTOMER: Hmm, tell me.   (हम्म बताइए)\n[7s] CUSTOMER: From JSW One, oh I've already spoken with you. You people won't be able to provide service here.   (JSW One से अरे बात हो चुका है आपसे आप लोग यहां पे सर्विस ही नहीं दे पाएंगे)\n[10s] AGENT: Uh sir, we can provide service there only from the plant, we don't keep stock in this, right?   (अ सर सर्विस वहां तो प्लांट से ही दे पाएंगे स्टॉक तो करते नहीं इसमें ना)\n[13s] CUSTOMER: Hmm?   (हम्म?)\n[13s] AGENT: I said sir, we don't stock in the east, right? We can provide it from the plant only if you are taking a larger quantity.   (मैंने कहा सर ईस्ट में स्टॉक नहीं करते ना प्लांट से ही दे पाएंगे अगर क्वांटिटी ज्यादा ले रहे हो आप तो)\n[18s] CUSTOMER: No no, what is your name?   (नहीं नहीं आपका क्या नाम है?)\n[19s] AGENT: My name is Kartik.   (मेरा नाम कार्तिक है)\n[20s] CUSTOMER: Okay. From which plant?   (अच्छा कौन से प्लांट से?)\n[22s] AGENT: In plants sir, we have this Dolvi or Vijayanagar. You provide CR, right?   (प्लांट में सर अपना ये डोल्वी या विजयनगर CR के देते हो ना आप लोग?)\n[25s] CUSTOMER: Hmm hmm, not from here. If you can get it done from here, then we'll see. Odisha, Kolkata.   (हम्म हम्म यहां से नहीं अगर यहां से कराइए तो देखते हैं तब हम उड़ीसा कोलकाता)\n[29s] AGENT: From Odisha, Kolkata? Bhushan Power's?   (उड़ीसा कोलकाता से भूषण पावर का?)\n[30s] CUSTOMER: Bhushan Power's.   (भूषण पावर का)\n[31s] AGENT: Yes yes yes.   (जी जी जी)\n[32s] CUSTOMER: This will also work, right?   (ये भी चलेगा ना?)\n[33s] AGENT: Huh?   (हां?)\n[34s] CUSTOMER: Yes.   (हां)\n[34s] AGENT: Okay BPSL... what kind of work do you do with all this?   (अच्छा BPSL ये सब काम भी किसका है आपका?)\n[36s] CUSTOMER: It's CR only, we have retail work, we are a trader.   (CR ही रहता है हमारा रिटेल का काम है ट्रेडर है)\n[38s] AGENT: Okay, yours is retail.   (अच्छा रिटेल का है आपका)\n[39s] CUSTOMER: In this, however, what's his name, I was able to speak with Omkar ji and Sahil ji, they couldn't get it done.   (इसमें हालांकि क्या नाम है ओमकार जी से और साहिल जी से बात हो पाया था वो लोग करा नहीं पाए थे)\n[43s] AGENT: Okay, with Omkar and Sahil ji.   (अच्छा ओमकार और साहिल जी से)\n[44s] CUSTOMER: Hmm, we had spoken, however they couldn't get it done. They started asking for too much advance as well, otherwise we had placed a 600 ton order with them.   (हम्म बात कर लिए थे हालांकि वो लोग करा नहीं पाए थे वो लोग तो ज्यादा ही एडवांस भी मांगने लगे थे नहीं तो हमारा छे सौ टन का ऑर्डर लगा था उनके यहां)\n[50s] AGENT: Okay.   (अच्छा)\n[51s] CUSTOMER: So there's no point.   (तो कोई मतलब ही नहीं है)\n[52s] AGENT: Okay.   (ठीक है)\n[53s] CUSTOMER: Yes yes, okay, let me talk to Omkar sir.   (हां हां ठीक है चलो ओमकार सर से बात करता हूं)\n[55s] AGENT: Okay.   (ठीक है)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 31,
  "connected": 1,
  "audio_notes": "clear: Some background office noise is present but doesn't significantly hinder transcription.",
  "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": "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 opens with a past issue, acknowledge it, but pivot back to discovery to understand their current business before confirming constraints.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 1,
  "geo_reason": "policy_excluded",
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 2,
  "supply_flag": "not_in_stockyard",
  "supply_details": "AGENT: I said sir, we don't stock in the east, right? We can provide it from the plant only if you are taking a larger quantity.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a trader in the East (Odisha/Kolkata), immediately stated that JSW One cannot service his area based on past negative experiences. The agent confirmed they do not have a stockyard there and can only supply large quantities direct from the plant. The customer mentioned a previous 600-ton order that failed due to high advance payment demands, and the call ended without any next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Yes sir, this is Kartik speaking from JSW One.\", \"comment\": \"The agent identified himself and the company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer immediately interjected with a past complaint, preventing the agent from delivering a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"AGENT: what kind of work do you do with all this?\", \"comment\": \"The agent only asked what the customer's business is; no other discovery questions were attempted.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the conversation was dominated by the customer's past negative experience and location.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask if the customer had a current requirement; the 600-ton order mentioned was from a past failed transaction.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Yes yes, okay, let me talk to Omkar sir. AGENT: Okay.\", \"comment\": \"The agent did not establish a next step and allowed the customer to end the call by referring to a previous contact.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer opens with a past issue, acknowledge it, but pivot back to discovery to understand their current business before confirming constraints.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": true, \"geo_reason\": \"policy_excluded\", \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"AGENT: I said sir, we don't stock in the east, right? We can provide it from the plant only if you are taking a larger quantity.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: I've already spoken with you. You people won't be able to provide service here.\", \"response\": \"AGENT: Uh sir, we can provide service there only from the plant, we don't keep stock in this, right?\"}, {\"obj_type\": \"credit\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: They started asking for too much advance as well, otherwise we had placed a 600 ton order with them.\", \"response\": \"AGENT: Okay.\"}], \"call_summary\": \"The customer, a trader in the East (Odisha/Kolkata), immediately stated that JSW One cannot service his area based on past negative experiences. The agent confirmed they do not have a stockyard there and can only supply large quantities direct from the plant. The customer mentioned a previous 600-ton order that failed due to high advance payment demands, and the call ended without any next steps.\"}",
  "error": null,
  "latency_ms": 34993,
  "input_tokens": 3538,
  "output_tokens": 964,
  "created_at": "2026-09-25 11:55:59",
  "sentiment": "positive",
  "sentiment_score": 0.291,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 1,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.434,
  "agent_talk_sec": 19.6,
  "customer_talk_sec": 25.6,
  "dead_air_sec": 68.8,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 318.4,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 16,
  "discovery_qs": 7,
  "words_agent": 104,
  "words_customer": 136,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178972459991",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.51,
      "end_s": 0.95,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178972459991",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.4,
      "end_s": 1.8,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178972459991",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.5,
      "end_s": 2.99,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए"
    },
    {
      "ucid": "21112178972459991",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.28,
      "end_s": 5.2,
      "text_en": "Yes sir, this is Kartik speaking from JSW One.",
      "text_native": "हां सर कार्तिक ये बात कर रहा था JSW One से"
    },
    {
      "ucid": "21112178972459991",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.3,
      "text_en": "Hmm, tell me.",
      "text_native": "हम्म बताइए"
    },
    {
      "ucid": "21112178972459991",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 9.5,
      "text_en": "From JSW One, oh I've already spoken with you. You people won't be able to provide service here.",
      "text_native": "JSW One से अरे बात हो चुका है आपसे आप लोग यहां पे सर्विस ही नहीं दे पाएंगे"
    },
    {
      "ucid": "21112178972459991",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 12.5,
      "text_en": "Uh sir, we can provide service there only from the plant, we don't keep stock in this, right?",
      "text_native": "अ सर सर्विस वहां तो प्लांट से ही दे पाएंगे स्टॉक तो करते नहीं इसमें ना"
    },
    {
      "ucid": "21112178972459991",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.7,
      "end_s": 13.0,
      "text_en": "Hmm?",
      "text_native": "हम्म?"
    },
    {
      "ucid": "21112178972459991",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.4,
      "end_s": 17.0,
      "text_en": "I said sir, we don't stock in the east, right? We can provide it from the plant only if you are taking a larger quantity.",
      "text_native": "मैंने कहा सर ईस्ट में स्टॉक नहीं करते ना प्लांट से ही दे पाएंगे अगर क्वांटिटी ज्यादा ले रहे हो आप तो"
    },
    {
      "ucid": "21112178972459991",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 18.6,
      "text_en": "No no, what is your name?",
      "text_native": "नहीं नहीं आपका क्या नाम है?"
    },
    {
      "ucid": "21112178972459991",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.8,
      "end_s": 19.8,
      "text_en": "My name is Kartik.",
      "text_native": "मेरा नाम कार्तिक है"
    },
    {
      "ucid": "21112178972459991",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 21.4,
      "text_en": "Okay. From which plant?",
      "text_native": "अच्छा कौन से प्लांट से?"
    },
    {
      "ucid": "21112178972459991",
      "idx": 12,
      "speaker": "agent",
      "start_s": 21.9,
      "end_s": 25.0,
      "text_en": "In plants sir, we have this Dolvi or Vijayanagar. You provide CR, right?",
      "text_native": "प्लांट में सर अपना ये डोल्वी या विजयनगर CR के देते हो ना आप लोग?"
    },
    {
      "ucid": "21112178972459991",
      "idx": 13,
      "speaker": "customer",
      "start_s": 25.2,
      "end_s": 28.5,
      "text_en": "Hmm hmm, not from here. If you can get it done from here, then we'll see. Odisha, Kolkata.",
      "text_native": "हम्म हम्म यहां से नहीं अगर यहां से कराइए तो देखते हैं तब हम उड़ीसा कोलकाता"
    },
    {
      "ucid": "21112178972459991",
      "idx": 14,
      "speaker": "agent",
      "start_s": 28.9,
      "end_s": 30.3,
      "text_en": "From Odisha, Kolkata? Bhushan Power's?",
      "text_native": "उड़ीसा कोलकाता से भूषण पावर का?"
    },
    {
      "ucid": "21112178972459991",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 31.2,
      "text_en": "Bhushan Power's.",
      "text_native": "भूषण पावर का"
    },
    {
      "ucid": "21112178972459991",
      "idx": 16,
      "speaker": "agent",
      "start_s": 31.4,
      "end_s": 31.8,
      "text_en": "Yes yes yes.",
      "text_native": "जी जी जी"
    },
    {
      "ucid": "21112178972459991",
      "idx": 17,
      "speaker": "customer",
      "start_s": 32.1,
      "end_s": 32.8,
      "text_en": "This will also work, right?",
      "text_native": "ये भी चलेगा ना?"
    },
    {
      "ucid": "21112178972459991",
      "idx": 18,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 33.3,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178972459991",
      "idx": 19,
      "speaker": "customer",
      "start_s": 33.7,
      "end_s": 33.9,
      "text_en": "Yes.",
      "text_native": "हां"
    },
    {
      "ucid": "21112178972459991",
      "idx": 20,
      "speaker": "agent",
      "start_s": 34.2,
      "end_s": 36.2,
      "text_en": "Okay BPSL... what kind of work do you do with all this?",
      "text_native": "अच्छा BPSL ये सब काम भी किसका है आपका?"
    },
    {
      "ucid": "21112178972459991",
      "idx": 21,
      "speaker": "customer",
      "start_s": 36.4,
      "end_s": 38.5,
      "text_en": "It's CR only, we have retail work, we are a trader.",
      "text_native": "CR ही रहता है हमारा रिटेल का काम है ट्रेडर है"
    },
    {
      "ucid": "21112178972459991",
      "idx": 22,
      "speaker": "agent",
      "start_s": 38.5,
      "end_s": 39.4,
      "text_en": "Okay, yours is retail.",
      "text_native": "अच्छा रिटेल का है आपका"
    },
    {
      "ucid": "21112178972459991",
      "idx": 23,
      "speaker": "customer",
      "start_s": 39.4,
      "end_s": 42.8,
      "text_en": "In this, however, what's his name, I was able to speak with Omkar ji and Sahil ji, they couldn't get it done.",
      "text_native": "इसमें हालांकि क्या नाम है ओमकार जी से और साहिल जी से बात हो पाया था वो लोग करा नहीं पाए थे"
    },
    {
      "ucid": "21112178972459991",
      "idx": 24,
      "speaker": "agent",
      "start_s": 43.0,
      "end_s": 44.0,
      "text_en": "Okay, with Omkar and Sahil ji.",
      "text_native": "अच्छा ओमकार और साहिल जी से"
    },
    {
      "ucid": "21112178972459991",
      "idx": 25,
      "speaker": "customer",
      "start_s": 44.2,
      "end_s": 49.8,
      "text_en": "Hmm, we had spoken, however they couldn't get it done. They started asking for too much advance as well, otherwise we had placed a 600 ton order with them.",
      "text_native": "हम्म बात कर लिए थे हालांकि वो लोग करा नहीं पाए थे वो लोग तो ज्यादा ही एडवांस भी मांगने लगे थे नहीं तो हमारा छे सौ टन का ऑर्डर लगा था उनके यहां"
    },
    {
      "ucid": "21112178972459991",
      "idx": 26,
      "speaker": "agent",
      "start_s": 50.0,
      "end_s": 50.4,
      "text_en": "Okay.",
      "text_native": "अच्छा"
    },
    {
      "ucid": "21112178972459991",
      "idx": 27,
      "speaker": "customer",
      "start_s": 50.8,
      "end_s": 51.9,
      "text_en": "So there's no point.",
      "text_native": "तो कोई मतलब ही नहीं है"
    },
    {
      "ucid": "21112178972459991",
      "idx": 28,
      "speaker": "agent",
      "start_s": 52.5,
      "end_s": 52.8,
      "text_en": "Okay.",
      "text_native": "ठीक है"
    },
    {
      "ucid": "21112178972459991",
      "idx": 29,
      "speaker": "customer",
      "start_s": 53.4,
      "end_s": 55.0,
      "text_en": "Yes yes, okay, let me talk to Omkar sir.",
      "text_native": "हां हां ठीक है चलो ओमकार सर से बात करता हूं"
    },
    {
      "ucid": "21112178972459991",
      "idx": 30,
      "speaker": "agent",
      "start_s": 55.4,
      "end_s": 55.7,
      "text_en": "Okay.",
      "text_native": "ठीक है"
    }
  ],
  "steps": [
    {
      "ucid": "21112178972459991",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Yes sir, this is Kartik speaking from JSW One.",
      "comment": "The agent identified himself and the company but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178972459991",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer immediately interjected with a past complaint, preventing the agent from delivering a hook."
    },
    {
      "ucid": "21112178972459991",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "AGENT: what kind of work do you do with all this?",
      "comment": "The agent only asked what the customer's business is; no other discovery questions were attempted."
    },
    {
      "ucid": "21112178972459991",
      "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 the conversation was dominated by the customer's past negative experience and location."
    },
    {
      "ucid": "21112178972459991",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask if the customer had a current requirement; the 600-ton order mentioned was from a past failed transaction."
    },
    {
      "ucid": "21112178972459991",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Yes yes, okay, let me talk to Omkar sir. AGENT: Okay.",
      "comment": "The agent did not establish a next step and allowed the customer to end the call by referring to a previous contact."
    }
  ],
  "objections": [
    {
      "ucid": "21112178972459991",
      "obj_type": "credit",
      "state": "mishandled",
      "evidence": "CUSTOMER: They started asking for too much advance as well, otherwise we had placed a 600 ton order with them.",
      "response": "AGENT: Okay."
    },
    {
      "ucid": "21112178972459991",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "CUSTOMER: I've already spoken with you. You people won't be able to provide service here.",
      "response": "AGENT: Uh sir, we can provide service there only from the plant, we don't keep stock in this, right?"
    }
  ],
  "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": []
}