{
  "ucid": "21112178972769161",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 16:04:51",
  "end_time": "2026-09-18 16:06:21",
  "duration_sec": 90,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Onboarded",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd8bab13ac0636e879507c643b90535cd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1386,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178972769161__DIAd8bab13ac0636e879507c643b90535cd.mp3",
  "audio_bytes": 246024,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 82.008,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: If you record your name and reason for calling up\n[4s] CUSTOMER: Hello.\n[6s] AGENT: Uh yes Kartik ji, this is Kartik speaking from JSW One.   (अह हांजी कार्तिक जी, कार्तिक ही बात कर रहा था JSW One से।)\n[9s] AGENT: Uh sir, in Nandi Roofing, is there any requirement right now? In sheet metal?   (अ सर ये नंदी रूफिंग में अभी कुछ रिक्वायरमेंट है क्या अपना? शीट मेटल में?)\n[12s] CUSTOMER: Yes, yes.   (हां हां।)\n[13s] AGENT: Okay, so do you need anything like PPGL, PPGI right now?   (अच्छा, मतलब अभी कुछ PPGL, PPGI वगेरा चाहिए आपको?)\n[15s] CUSTOMER: Yes, where are you, where are you calling from?   (हां, कहां से, कहां से कॉल करते हैं?)\n[17s] AGENT: Uh sir, we keep it in Bangalore, we keep it in Hubli.   (अ सर हम बैंगलोर में रखते हैं, हुबली में रखते हैं।)\n[20s] CUSTOMER: Karnataka?   (कर्नाटका?)\n[21s] AGENT: Yes, yes.   (हांजी हांजी।)\n[22s] CUSTOMER: Okay. Where are you calling from, sir?   (ठीक है। कहां से सर कॉलिंग कर रहे थे?)\n[24s] AGENT: I am speaking from JSW.   (मैं तो JSW से बात कर रहा हूं।)\n[25s] CUSTOMER: Okay.   (ठीक है।)\n[26s] AGENT: Yes, yes. Otherwise, for you, I guess the location will be closer from Bangalore, the one that is registered, of Shimoga.   (हांजी हांजी। बाकी आपका ये आई गेस बैंगलोर से ही पास पड़ेगा लोकेशन, जो ये रजिस्टर्ड है, शिमोगा का।)\n[32s] CUSTOMER: Hmm. Hmm, okay.   (हम्म। हम्म, ठीक है।)\n[34s] AGENT: So sir, if you need anything right now, let me know, I will share the rates etc. with you then.   (तो सर अभी कुछ चाहिए हो तो बताइए, रेट्स वगेरा शेयर करता हूं मैं फिर आपके साथ।)\n[37s] CUSTOMER: What is the rate for JSW's coil?   (रेट क्या हो रहा है JSW का कॉइल का?)\n[39s] AGENT: As in sir, sheet? PPGL, Pragati, Coloron?   (एज इन सर, शीट? PPGL, प्रगती, कलर ऑन?)\n[41s] CUSTOMER: It's not sheet, right, what's required is coil, sir.   (शीट नहीं है ना, रिक्वायर्ड है ना कॉइल सर।)\n[43s] AGENT: Okay, you need sheet.   (अच्छा, शीट चाहिए।)\n[45s] AGENT: Okay, you just send me the size once.   (ठीक है, आप ना एक बारी मुझे साइज डाल दो।)\n[46s] AGENT: Just share your sizes with me.\n[47s] CUSTOMER: I have sent it on WhatsApp, sir.   (WhatsApp में भेज दिया सर।)\n[48s] AGENT: Yes yes, okay okay. You send it once, I will check.   (हांजी हांजी, ओके ओके। आप एक बारी डाल दो, मैं चेक कर लेता हूं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 24,
  "connected": 1,
  "audio_notes": "noisy: There is significant background chatter on the agent's side, which sometimes makes their speech slightly hard to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "24 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": "You must follow the basic call structure. You skipped the hook and all discovery questions, which prevents you from building value before discussing requirements.",
  "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 roofing manufacturer who confirmed an immediate need for JSW coil. The customer had already sent their requirements via WhatsApp. The agent failed to follow the pitch structure, conduct any discovery, or set a firm next step, ending the call by simply stating he would 'check' the message.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yes Kartik ji, this is Kartik speaking from JSW One.\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, in Nandi Roofing, is there any requirement right now? In sheet metal?\", \"comment\": \"The agent did not deliver a supply or price hook; he went straight to asking about a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions about the customer's business, volume, or current procurement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched at any point in the conversation.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, you just send me the size once.\", \"comment\": \"While a requirement was confirmed, the agent did not capture any specific details (grade, thickness, qty) on the call, instead deferring to WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You send it once, I will check.\", \"comment\": \"The agent did not commit to a specific next step like sending a quote with a turnaround time; the closing was vague.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the basic call structure. You skipped the hook and all discovery questions, which prevents you from building value before discussing requirements.\", \"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 roofing manufacturer who confirmed an immediate need for JSW coil. The customer had already sent their requirements via WhatsApp. The agent failed to follow the pitch structure, conduct any discovery, or set a firm next step, ending the call by simply stating he would 'check' the message.\"}",
  "error": null,
  "latency_ms": 35547,
  "input_tokens": 3328,
  "output_tokens": 742,
  "created_at": "2026-09-25 11:55:34",
  "sentiment": "positive",
  "sentiment_score": 0.675,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 0,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.697,
  "agent_talk_sec": 27.1,
  "customer_talk_sec": 11.8,
  "dead_air_sec": 51.1,
  "longest_monologue_sec": 5.8,
  "agent_wpm": 292.3,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 10,
  "discovery_qs": 5,
  "words_agent": 132,
  "words_customer": 47,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178972769161",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.0,
      "end_s": 2.51,
      "text_en": "If you record your name and reason for calling up",
      "text_native": "If you record your name and reason for calling up"
    },
    {
      "ucid": "21112178972769161",
      "idx": 1,
      "speaker": "customer",
      "start_s": 4.21,
      "end_s": 4.77,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178972769161",
      "idx": 2,
      "speaker": "agent",
      "start_s": 5.5,
      "end_s": 8.3,
      "text_en": "Uh yes Kartik ji, this is Kartik speaking from JSW One.",
      "text_native": "अह हांजी कार्तिक जी, कार्तिक ही बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 3,
      "speaker": "agent",
      "start_s": 9.28,
      "end_s": 11.8,
      "text_en": "Uh sir, in Nandi Roofing, is there any requirement right now? In sheet metal?",
      "text_native": "अ सर ये नंदी रूफिंग में अभी कुछ रिक्वायरमेंट है क्या अपना? शीट मेटल में?"
    },
    {
      "ucid": "21112178972769161",
      "idx": 4,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 12.3,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 15.08,
      "text_en": "Okay, so do you need anything like PPGL, PPGI right now?",
      "text_native": "अच्छा, मतलब अभी कुछ PPGL, PPGI वगेरा चाहिए आपको?"
    },
    {
      "ucid": "21112178972769161",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.08,
      "end_s": 16.98,
      "text_en": "Yes, where are you, where are you calling from?",
      "text_native": "हां, कहां से, कहां से कॉल करते हैं?"
    },
    {
      "ucid": "21112178972769161",
      "idx": 7,
      "speaker": "agent",
      "start_s": 17.3,
      "end_s": 19.4,
      "text_en": "Uh sir, we keep it in Bangalore, we keep it in Hubli.",
      "text_native": "अ सर हम बैंगलोर में रखते हैं, हुबली में रखते हैं।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 20.5,
      "text_en": "Karnataka?",
      "text_native": "कर्नाटका?"
    },
    {
      "ucid": "21112178972769161",
      "idx": 9,
      "speaker": "agent",
      "start_s": 20.8,
      "end_s": 21.2,
      "text_en": "Yes, yes.",
      "text_native": "हांजी हांजी।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.5,
      "end_s": 23.4,
      "text_en": "Okay. Where are you calling from, sir?",
      "text_native": "ठीक है। कहां से सर कॉलिंग कर रहे थे?"
    },
    {
      "ucid": "21112178972769161",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.7,
      "end_s": 25.0,
      "text_en": "I am speaking from JSW.",
      "text_native": "मैं तो JSW से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 12,
      "speaker": "customer",
      "start_s": 25.3,
      "end_s": 25.6,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.0,
      "end_s": 31.8,
      "text_en": "Yes, yes. Otherwise, for you, I guess the location will be closer from Bangalore, the one that is registered, of Shimoga.",
      "text_native": "हांजी हांजी। बाकी आपका ये आई गेस बैंगलोर से ही पास पड़ेगा लोकेशन, जो ये रजिस्टर्ड है, शिमोगा का।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.1,
      "end_s": 33.8,
      "text_en": "Hmm. Hmm, okay.",
      "text_native": "हम्म। हम्म, ठीक है।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 15,
      "speaker": "agent",
      "start_s": 33.8,
      "end_s": 36.4,
      "text_en": "So sir, if you need anything right now, let me know, I will share the rates etc. with you then.",
      "text_native": "तो सर अभी कुछ चाहिए हो तो बताइए, रेट्स वगेरा शेयर करता हूं मैं फिर आपके साथ।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 16,
      "speaker": "customer",
      "start_s": 36.9,
      "end_s": 38.6,
      "text_en": "What is the rate for JSW's coil?",
      "text_native": "रेट क्या हो रहा है JSW का कॉइल का?"
    },
    {
      "ucid": "21112178972769161",
      "idx": 17,
      "speaker": "agent",
      "start_s": 38.9,
      "end_s": 40.9,
      "text_en": "As in sir, sheet? PPGL, Pragati, Coloron?",
      "text_native": "एज इन सर, शीट? PPGL, प्रगती, कलर ऑन?"
    },
    {
      "ucid": "21112178972769161",
      "idx": 18,
      "speaker": "customer",
      "start_s": 41.4,
      "end_s": 43.1,
      "text_en": "It's not sheet, right, what's required is coil, sir.",
      "text_native": "शीट नहीं है ना, रिक्वायर्ड है ना कॉइल सर।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 19,
      "speaker": "agent",
      "start_s": 43.3,
      "end_s": 44.1,
      "text_en": "Okay, you need sheet.",
      "text_native": "अच्छा, शीट चाहिए।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 20,
      "speaker": "agent",
      "start_s": 44.6,
      "end_s": 45.9,
      "text_en": "Okay, you just send me the size once.",
      "text_native": "ठीक है, आप ना एक बारी मुझे साइज डाल दो।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 21,
      "speaker": "agent",
      "start_s": 46.1,
      "end_s": 47.2,
      "text_en": "Just share your sizes with me.",
      "text_native": "Just share your sizes with me."
    },
    {
      "ucid": "21112178972769161",
      "idx": 22,
      "speaker": "customer",
      "start_s": 47.2,
      "end_s": 48.2,
      "text_en": "I have sent it on WhatsApp, sir.",
      "text_native": "WhatsApp में भेज दिया सर।"
    },
    {
      "ucid": "21112178972769161",
      "idx": 23,
      "speaker": "agent",
      "start_s": 48.2,
      "end_s": 50.3,
      "text_en": "Yes yes, okay okay. You send it once, I will check.",
      "text_native": "हांजी हांजी, ओके ओके। आप एक बारी डाल दो, मैं चेक कर लेता हूं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178972769161",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh yes Kartik ji, this is Kartik speaking from JSW One.",
      "comment": "The agent identified himself and the company but failed to ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178972769161",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, in Nandi Roofing, is there any requirement right now? In sheet metal?",
      "comment": "The agent did not deliver a supply or price hook; he went straight to asking about a requirement."
    },
    {
      "ucid": "21112178972769161",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked zero discovery questions about the customer's business, volume, or current procurement."
    },
    {
      "ucid": "21112178972769161",
      "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 at any point in the conversation."
    },
    {
      "ucid": "21112178972769161",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, you just send me the size once.",
      "comment": "While a requirement was confirmed, the agent did not capture any specific details (grade, thickness, qty) on the call, instead deferring to WhatsApp."
    },
    {
      "ucid": "21112178972769161",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "You send it once, I will check.",
      "comment": "The agent did not commit to a specific next step like sending a quote with a turnaround time; the closing was vague."
    }
  ],
  "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": []
}