{
  "ucid": "21112178972736921",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 15:59:29",
  "end_time": "2026-09-18 16:01:22",
  "duration_sec": 113,
  "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/DIA44e06d958c4b76f7550ae64a2d695eeb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1389,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972736921__DIA44e06d958c4b76f7550ae64a2d695eeb.mp3",
  "audio_bytes": 282744,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 94.248,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes.   (हां जी।)\n[2s] AGENT: Yes sir, this is Kartik speaking from JSW One.   (हां जी सर, कार्तिक बात कर रहा था JSW One से।)\n[4s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: Yes sir, this Power Fab- Fabricators, were you saying something?   (हां सर, ये Power Fab- Fabricators कुछ बोल रहे थे आप?)\n[8s] CUSTOMER: Yes.   (जी।)\n[9s] AGENT: Okay sir. What do you need now? CR, GP?   (अच्छा सर। क्या चाहिए अभी? CR, GP?)\n[11s] CUSTOMER: Huh?   (हैं?)\n[12s] AGENT: I said sir, what is the requirement for right now? HR, CR, GP, what do you do?   (मैंने कहा सर अभी किस चीज का रिक्वायरमेंट है? HR, CR, GP, क्या करते हो आप?)\n[14s] CUSTOMER: Where are you calling from?   (आप कहां से बोल रहे हैं?)\n[16s] AGENT: I am speaking from JSW, sir.   (मैं सर JSW से बात कर रहा हूं।)\n[17s] CUSTOMER: No, absolutely right. We keep getting calls from you. But last time also I had requested them, you, that please send someone so that we can discuss directly. In person. Right? So we also need CR. We need CR, HR. Yes. In CR, we need from point nine to one mm. Slitted as well as coils. And in HR, we need sheets.   (नहीं, बिल्कुल right. आपके यहां से फोन आते रहते हैं। मगर मैंने पिछली बार भी उनसे आपसे request की थी कि please send someone so that we can discuss directly. In person. है ना? तो हमें CR भी चाहिए होता है। We need CR, HR. हां। CR में point nine से लेकर one mm तक चाहिए होता है हमको। Slitted as well as coils. And HR में हमको sheets चाहिए होता है।)\n[32s] AGENT: Okay.   (अच्छा।)\n[33s] CUSTOMER: Yes. Meaning starting from one point eight mm up to ten, twelve mm.   (हां। मतलब one point eight mm से स्टार्ट करते हुए up to ten, twelve mm.)\n[36s] AGENT: Okay.   (अच्छा।)\n[37s] CUSTOMER: And we have a consumption of around two hundred tons per month.   (और करीब-करीब दो सौ टन पर मंथ का कंजम्पशन है हमारे यहां।)\n[40s] AGENT: Okay. Sir, but ours is an e-commerce platform, right? So what is the importance of an in-person meeting like that? If you want, we can have a meeting on Zoom.   (अच्छा। सर बट अपना ना ये e-commerce platform है, है ना? तो वैसा in-person meeting का क्या importance है? आप चाहो तो Zoom पे मीटिंग कर लेते हैं।)\n[45s] CUSTOMER: For me, that is not possible for me. We can talk through someone.   (मेरे से वो मुझे possible नहीं है। किसी के जरिए से बात कर सकते हैं।)\n[47s] AGENT: Otherwise, there is an office in Noida, you can go and meet there.   (वैसे तो फिर Noida में ऑफिस है, आप वहां जाके मिल सकते हो।)\n[50s] CUSTOMER: Someone, someone's, you will have to send someone.   (किसी को, किसी का, आपको भेजना पड़ेगा।)\n[52s] AGENT: It's not possible in Jaipur.   (जयपुर में possible नहीं है।)\n[53s] CUSTOMER: Okay, not in Jaipur, right?   (अच्छा, जयपुर में ना?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: Some background noise on the agent's side (call center environment), but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must follow the pitch structure; by skipping the opener and hook, you lost control of the call and allowed the customer to derail it with a process objection you couldn't overcome.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a large-volume (200 MT/month) manufacturer in Jaipur, requires CR and HR steel. The call did not progress because the customer insisted on an in-person meeting, which the agent stated was not possible in Jaipur due to the e-commerce sales model. The call ended without any next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"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\": \"Okay sir. What do you need now? CR, GP?\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"what do you do?\", \"comment\": \"The agent only asked what the customer does (1/6 questions); the customer volunteered their monthly tonnage, but the agent did not ask for it.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs; the conversation was sidetracked by the customer's request for a meeting.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I said sir, what is the requirement for right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, prompting the customer to detail their needs.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"It's not possible in Jaipur.\", \"comment\": \"The call ended after the agent stated an in-person meeting was not possible, with no next step agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure; by skipping the opener and hook, you lost control of the call and allowed the customer to derail it with a process objection you couldn't overcome.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a large-volume (200 MT/month) manufacturer in Jaipur, requires CR and HR steel. The call did not progress because the customer insisted on an in-person meeting, which the agent stated was not possible in Jaipur due to the e-commerce sales model. The call ended without any next steps.\"}",
  "error": null,
  "latency_ms": 34000,
  "input_tokens": 3396,
  "output_tokens": 768,
  "created_at": "2026-09-25 11:55:40",
  "sentiment": "neutral",
  "sentiment_score": 0.028,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 7,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.413,
  "agent_talk_sec": 20.0,
  "customer_talk_sec": 28.4,
  "dead_air_sec": 64.6,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 312.0,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 12,
  "discovery_qs": 7,
  "words_agent": 104,
  "words_customer": 123,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178972736921",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.69,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178972736921",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 1.4,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178972736921",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.5,
      "end_s": 1.8,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 4.3,
      "text_en": "Yes sir, this is Kartik speaking from JSW One.",
      "text_native": "हां जी सर, कार्तिक बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.4,
      "end_s": 4.8,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 7.9,
      "text_en": "Yes sir, this Power Fab- Fabricators, were you saying something?",
      "text_native": "हां सर, ये Power Fab- Fabricators कुछ बोल रहे थे आप?"
    },
    {
      "ucid": "21112178972736921",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.4,
      "end_s": 8.7,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.9,
      "end_s": 10.6,
      "text_en": "Okay sir. What do you need now? CR, GP?",
      "text_native": "अच्छा सर। क्या चाहिए अभी? CR, GP?"
    },
    {
      "ucid": "21112178972736921",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.9,
      "end_s": 11.2,
      "text_en": "Huh?",
      "text_native": "हैं?"
    },
    {
      "ucid": "21112178972736921",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.6,
      "end_s": 14.3,
      "text_en": "I said sir, what is the requirement for right now? HR, CR, GP, what do you do?",
      "text_native": "मैंने कहा सर अभी किस चीज का रिक्वायरमेंट है? HR, CR, GP, क्या करते हो आप?"
    },
    {
      "ucid": "21112178972736921",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.4,
      "end_s": 15.3,
      "text_en": "Where are you calling from?",
      "text_native": "आप कहां से बोल रहे हैं?"
    },
    {
      "ucid": "21112178972736921",
      "idx": 11,
      "speaker": "agent",
      "start_s": 15.5,
      "end_s": 16.9,
      "text_en": "I am speaking from JSW, sir.",
      "text_native": "मैं सर JSW से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 12,
      "speaker": "customer",
      "start_s": 17.1,
      "end_s": 31.9,
      "text_en": "No, absolutely right. We keep getting calls from you. But last time also I had requested them, you, that please send someone so that we can discuss directly. In person. Right? So we also need CR. We need CR, HR. Yes. In CR, we need from point nine to one mm. Slitted as well as coils. And in HR, we need sheets.",
      "text_native": "नहीं, बिल्कुल right. आपके यहां से फोन आते रहते हैं। मगर मैंने पिछली बार भी उनसे आपसे request की थी कि please send someone so that we can discuss directly. In person. है ना? तो हमें CR भी चाहिए होता है। We need CR, HR. हां। CR में point nine से लेकर one mm तक चाहिए होता है हमको। Slitted as well as coils. And HR में हमको sheets चाहिए होता है।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 13,
      "speaker": "agent",
      "start_s": 32.1,
      "end_s": 32.4,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.6,
      "end_s": 35.9,
      "text_en": "Yes. Meaning starting from one point eight mm up to ten, twelve mm.",
      "text_native": "हां। मतलब one point eight mm से स्टार्ट करते हुए up to ten, twelve mm."
    },
    {
      "ucid": "21112178972736921",
      "idx": 15,
      "speaker": "agent",
      "start_s": 36.1,
      "end_s": 36.4,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 16,
      "speaker": "customer",
      "start_s": 36.9,
      "end_s": 39.6,
      "text_en": "And we have a consumption of around two hundred tons per month.",
      "text_native": "और करीब-करीब दो सौ टन पर मंथ का कंजम्पशन है हमारे यहां।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 17,
      "speaker": "agent",
      "start_s": 39.7,
      "end_s": 44.6,
      "text_en": "Okay. Sir, but ours is an e-commerce platform, right? So what is the importance of an in-person meeting like that? If you want, we can have a meeting on Zoom.",
      "text_native": "अच्छा। सर बट अपना ना ये e-commerce platform है, है ना? तो वैसा in-person meeting का क्या importance है? आप चाहो तो Zoom पे मीटिंग कर लेते हैं।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 18,
      "speaker": "customer",
      "start_s": 44.9,
      "end_s": 47.1,
      "text_en": "For me, that is not possible for me. We can talk through someone.",
      "text_native": "मेरे से वो मुझे possible नहीं है। किसी के जरिए से बात कर सकते हैं।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 19,
      "speaker": "agent",
      "start_s": 47.3,
      "end_s": 49.6,
      "text_en": "Otherwise, there is an office in Noida, you can go and meet there.",
      "text_native": "वैसे तो फिर Noida में ऑफिस है, आप वहां जाके मिल सकते हो।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 20,
      "speaker": "customer",
      "start_s": 49.7,
      "end_s": 51.6,
      "text_en": "Someone, someone's, you will have to send someone.",
      "text_native": "किसी को, किसी का, आपको भेजना पड़ेगा।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 21,
      "speaker": "agent",
      "start_s": 51.7,
      "end_s": 52.9,
      "text_en": "It's not possible in Jaipur.",
      "text_native": "जयपुर में possible नहीं है।"
    },
    {
      "ucid": "21112178972736921",
      "idx": 22,
      "speaker": "customer",
      "start_s": 53.1,
      "end_s": 53.9,
      "text_en": "Okay, not in Jaipur, right?",
      "text_native": "अच्छा, जयपुर में ना?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178972736921",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "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": "21112178972736921",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir. What do you need now? CR, GP?",
      "comment": "The agent did not provide a supply or price hook, instead jumping directly to asking for requirements."
    },
    {
      "ucid": "21112178972736921",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "what do you do?",
      "comment": "The agent only asked what the customer does (1/6 questions); the customer volunteered their monthly tonnage, but the agent did not ask for it."
    },
    {
      "ucid": "21112178972736921",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any USPs; the conversation was sidetracked by the customer's request for a meeting."
    },
    {
      "ucid": "21112178972736921",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I said sir, what is the requirement for right now?",
      "comment": "The agent successfully asked if a current requirement exists, prompting the customer to detail their needs."
    },
    {
      "ucid": "21112178972736921",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "It's not possible in Jaipur.",
      "comment": "The call ended after the agent stated an in-person meeting was not possible, with no next step agreed upon."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}