{
  "ucid": "21112178973132181",
  "call_date": "2026-09-18",
  "start_time": "2026-09-18 17:05:21",
  "end_time": "2026-09-18 17:06:39",
  "duration_sec": 78,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe38c99a0a45c556e1f00b716e76d2f2d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1362,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178973132181__DIAe38c99a0a45c556e1f00b716e76d2f2d.mp3",
  "audio_bytes": 187704,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 62.568,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Yes.   (हाँ जी।)\n[3s] CUSTOMER: AJ Engineering.\n[4s] AGENT: Yes Mr. Patel, I am speaking from JSW One sir, JSW Jindal Steel.   (हाँ जी पटेल भाई, JSW One થી વાત કરું છું સર, JSW Jindal Steel.)\n[7s] CUSTOMER: JSW?\n[8s] AGENT: Yes sir, so I was just saying, is there any requirement sir, in sheet metals etc.?   (हाँ सर, सो मैंने वही बोला कुछ requirement है सर sheet metals वगेरा में?)\n[11s] CUSTOMER: There is a requirement sir, the requirement is continuous.   (Requirement तो है ही सर, continue रहता है requirement तो।)\n[14s] AGENT: Okay.\n[15s] AGENT: And majorly, do you require it in CR sir, or in MS?   (और majorly क्या CR में लगता है सर आपको या MS में लगता है?)\n[18s] CUSTOMER: CR, it is 8 foot by 4 foot, 2 mm.   (CR, 8 foot by 4 foot होता है, 2 mm.)\n[20s] AGENT: Sorry sir?\n[21s] CUSTOMER: It is 8 foot by 4 foot, 2 mm.   (8 foot by 4 foot होता है, 2 mm.)\n[23s] AGENT: Okay, and the thickness?   (अच्छा, और thickness?)\n[24s] CUSTOMER: Two, 2 mm.   (दो, 2 mm.)\n[25s] AGENT: 2 mm, right?   (2 mm का ना?)\n[26s] CUSTOMER: Hmm.   (हम्म।)\n[26s] AGENT: I'll give you a quotation once sir, for CR 2. And after that, we can discuss the quantity further. Right now, I'll make a standard one based on 10 tons and give you the quotation.   (मैं एक बार आपको quotation देता हूं सर, CR 2 का। और फिर उसके बाद आगे अपन quantity के ऊपर discussion करते हैं। मैं अभी एक बार standard अपना 10 ton के हिसाब से बनाता हूं और आपको quotation देता हूं।)\n[33s] CUSTOMER: Okay, let's go, okay.   (ठीक है, चलो ठीक है।)\n[35s] AGENT: Price...\n[35s] CUSTOMER: Okay, go ahead, give the price.   (Okay, चलिए, price दे दीजिए।)\n[37s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Gujarati\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter, typical of a call center environment, but it does not significantly impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You successfully identified a requirement, but without discovery, you can't tailor the pitch or build value. Always ask about the customer's business and monthly usage 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, from AJ Engineering, confirmed a continuous requirement for 2mm CR sheets (8x4 ft). The agent skipped the opening, hook, discovery, and pitch steps, moving directly to qualification. The call ended with the agent committing to send a quotation for 10 tons, which the customer agreed to receive.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and JSW One but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs; the call moved directly from qualification to offering a quote.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"is there any requirement sir, in sheet metals etc.?\", \"comment\": \"The agent successfully confirmed a live requirement and captured the material (CR), thickness (2mm), and dimensions (8x4 ft).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll give you a quotation once sir, for CR 2.\", \"comment\": \"The agent established a clear next step of sending a quotation, which the customer explicitly agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You successfully identified a requirement, but without discovery, you can't tailor the pitch or build value. Always ask about the customer's business and monthly usage 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, from AJ Engineering, confirmed a continuous requirement for 2mm CR sheets (8x4 ft). The agent skipped the opening, hook, discovery, and pitch steps, moving directly to qualification. The call ended with the agent committing to send a quotation for 10 tons, which the customer agreed to receive.\"}",
  "error": null,
  "latency_ms": 29985,
  "input_tokens": 3133,
  "output_tokens": 723,
  "created_at": "2026-09-25 11:54:19",
  "sentiment": "positive",
  "sentiment_score": 0.467,
  "sentiment_confidence": "high",
  "pos": 7,
  "neg": 0,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.62,
  "agent_talk_sec": 18.4,
  "customer_talk_sec": 11.3,
  "dead_air_sec": 48.3,
  "longest_monologue_sec": 6.9,
  "agent_wpm": 290.2,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 10,
  "discovery_qs": 5,
  "words_agent": 89,
  "words_customer": 46,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178973132181",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.3,
      "end_s": 1.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178973132181",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 2.6,
      "text_en": "Yes.",
      "text_native": "हाँ जी।"
    },
    {
      "ucid": "21112178973132181",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 3.7,
      "text_en": "AJ Engineering.",
      "text_native": "AJ Engineering."
    },
    {
      "ucid": "21112178973132181",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 6.6,
      "text_en": "Yes Mr. Patel, I am speaking from JSW One sir, JSW Jindal Steel.",
      "text_native": "हाँ जी पटेल भाई, JSW One થી વાત કરું છું સર, JSW Jindal Steel."
    },
    {
      "ucid": "21112178973132181",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.5,
      "text_en": "JSW?",
      "text_native": "JSW?"
    },
    {
      "ucid": "21112178973132181",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.9,
      "end_s": 11.0,
      "text_en": "Yes sir, so I was just saying, is there any requirement sir, in sheet metals etc.?",
      "text_native": "हाँ सर, सो मैंने वही बोला कुछ requirement है सर sheet metals वगेरा में?"
    },
    {
      "ucid": "21112178973132181",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.4,
      "end_s": 13.9,
      "text_en": "There is a requirement sir, the requirement is continuous.",
      "text_native": "Requirement तो है ही सर, continue रहता है requirement तो।"
    },
    {
      "ucid": "21112178973132181",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.3,
      "end_s": 14.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178973132181",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.4,
      "end_s": 17.9,
      "text_en": "And majorly, do you require it in CR sir, or in MS?",
      "text_native": "और majorly क्या CR में लगता है सर आपको या MS में लगता है?"
    },
    {
      "ucid": "21112178973132181",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.2,
      "end_s": 20.0,
      "text_en": "CR, it is 8 foot by 4 foot, 2 mm.",
      "text_native": "CR, 8 foot by 4 foot होता है, 2 mm."
    },
    {
      "ucid": "21112178973132181",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.1,
      "end_s": 20.5,
      "text_en": "Sorry sir?",
      "text_native": "Sorry sir?"
    },
    {
      "ucid": "21112178973132181",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.7,
      "end_s": 22.4,
      "text_en": "It is 8 foot by 4 foot, 2 mm.",
      "text_native": "8 foot by 4 foot होता है, 2 mm."
    },
    {
      "ucid": "21112178973132181",
      "idx": 12,
      "speaker": "agent",
      "start_s": 22.6,
      "end_s": 23.4,
      "text_en": "Okay, and the thickness?",
      "text_native": "अच्छा, और thickness?"
    },
    {
      "ucid": "21112178973132181",
      "idx": 13,
      "speaker": "customer",
      "start_s": 23.7,
      "end_s": 24.5,
      "text_en": "Two, 2 mm.",
      "text_native": "दो, 2 mm."
    },
    {
      "ucid": "21112178973132181",
      "idx": 14,
      "speaker": "agent",
      "start_s": 24.7,
      "end_s": 25.4,
      "text_en": "2 mm, right?",
      "text_native": "2 mm का ना?"
    },
    {
      "ucid": "21112178973132181",
      "idx": 15,
      "speaker": "customer",
      "start_s": 25.7,
      "end_s": 26.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178973132181",
      "idx": 16,
      "speaker": "agent",
      "start_s": 26.3,
      "end_s": 33.2,
      "text_en": "I'll give you a quotation once sir, for CR 2. And after that, we can discuss the quantity further. Right now, I'll make a standard one based on 10 tons and give you the quotation.",
      "text_native": "मैं एक बार आपको quotation देता हूं सर, CR 2 का। और फिर उसके बाद आगे अपन quantity के ऊपर discussion करते हैं। मैं अभी एक बार standard अपना 10 ton के हिसाब से बनाता हूं और आपको quotation देता हूं।"
    },
    {
      "ucid": "21112178973132181",
      "idx": 17,
      "speaker": "customer",
      "start_s": 33.4,
      "end_s": 34.5,
      "text_en": "Okay, let's go, okay.",
      "text_native": "ठीक है, चलो ठीक है।"
    },
    {
      "ucid": "21112178973132181",
      "idx": 18,
      "speaker": "agent",
      "start_s": 34.6,
      "end_s": 35.0,
      "text_en": "Price...",
      "text_native": "Price..."
    },
    {
      "ucid": "21112178973132181",
      "idx": 19,
      "speaker": "customer",
      "start_s": 35.4,
      "end_s": 36.6,
      "text_en": "Okay, go ahead, give the price.",
      "text_native": "Okay, चलिए, price दे दीजिए।"
    },
    {
      "ucid": "21112178973132181",
      "idx": 20,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 37.3,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178973132181",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified himself and JSW One but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178973132181",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178973132181",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business, volume, or suppliers."
    },
    {
      "ucid": "21112178973132181",
      "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 call moved directly from qualification to offering a quote."
    },
    {
      "ucid": "21112178973132181",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "is there any requirement sir, in sheet metals etc.?",
      "comment": "The agent successfully confirmed a live requirement and captured the material (CR), thickness (2mm), and dimensions (8x4 ft)."
    },
    {
      "ucid": "21112178973132181",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll give you a quotation once sir, for CR 2.",
      "comment": "The agent established a clear next step of sending a quotation, which the customer explicitly agreed to."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}