{
  "ucid": "34972178963027811",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 13:01:18",
  "end_time": "2026-09-17 13:03:06",
  "duration_sec": 108,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA859b30f1d137fff50f6c4343980a4b5e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1594,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963027811__DIA859b30f1d137fff50f6c4343980a4b5e.mp3",
  "audio_bytes": 261360,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 87.12,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?   (हेलो?)\n[3s] AGENT: Hello?   (हेलो?)\n[4s] AGENT: Yeah, hello sir, this is Abdul speaking from JSW One.   (या, नमस्कार सर, मैं अब्दुल बात कर रहा हूं JSW One से।)\n[6s] CUSTOMER: Yes.   (जी।)\n[8s] AGENT: Is there any requirement for steel, sir? Is your company's name South Western Hardware, sir?   (कुछ रिक्वायरमेंट है क्या सर स्टील में? South Western Hardware आपके कंपनी का नाम है सर?)\n[10s] CUSTOMER: Yes.   (हां जी।)\n[11s] AGENT: Is there any requirement, sir? Material requirement in HR, CR?   (कुछ रिक्वायरमेंट है क्या सर? मटेरियल रिक्वायरमेंट HR, CR में?)\n[13s] CUSTOMER: What did you say?   (क्या बोले?)\n[14s] AGENT: Is there any requirement for material, sir? Any requirement in HR, CR?   (कुछ रिक्वायरमेंट है क्या सर मटेरियल का आपका? HR, CR में कुछ रिक्वायरमेंट है?)\n[16s] CUSTOMER: No, there is no requirement right now, sir.   (नहीं, कुछ रिक्वायरमेंट तो नहीं है सर अभी।)\n[18s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[19s] CUSTOMER: Rate... what rate are you giving right now, by the way?   (रेट अभी रेट क्या दे रहे हो वैसे?)\n[20s] AGENT: Right now the rate is increasing a lot, sir. Which material do you need, sir? Tell me which material you need.   (अभी तो रेट तो बहुत इंक्रीज कर रहा है सर। कौन सा मटेरियल चाहिए सर? बताइए आपको कौन सा मटेरियल चाहिए?)\n[23s] CUSTOMER: If you talk about material, then Pragati's. Endura will also work.   (मटेरियल बोले तो Pragati का। Endura भी चल जाएगा।)\n[26s] AGENT: ninety five plus.\n[28s] CUSTOMER: ninety five plus?\n[29s] AGENT: Yes.   (जी।)\n[30s] CUSTOMER: ninety five plus, okay.   (ninety five plus, अच्छा।)\n[30s] CUSTOMER: Endura will be cheaper.   (Endura सस्ता पड़ेगा।)\n[31s] CUSTOMER: Is this available in the city, sir? Will the material be available from the city? Will it be available with profiling? Is this the rate for a coil?   (ये सिटी में मिल जा रहा है सर? ये सिटी से माल मिलेगा? प्रोफाइल बना के मिलेगा? कॉइल का रेट है ये?)\n[35s] AGENT: However you want it, we will get it for you that way.   (जैसे चाहे वैसे मिलेगा, वैसे दिला देंगे।)\n[37s] AGENT: With profiling, it will go a little higher, sir.   (प्रोफाइल बना के थोड़ा सा ऊपर जाएगा सर।)\n[39s] CUSTOMER: With profiling, it will be less?   (प्रोफाइल बना के कम पड़ जाएगा?)\n[40s] AGENT: No sir, it will go up. How will it be less? It's the rate for the profile, right? So that's it.   (नहीं सर, ऊपर जाएगा ना। कम कैसे बनेगा? प्रोफाइल का रेट है ना? तो वही तो।)\n[43s] CUSTOMER: Yes, yes.   (जी जी।)\n[44s] AGENT: So this is... send me the number, I will message you from my personal number.   (तो ये तो आप नंबर भेज दीजिए ना, मैं मैसेज करता हूं आपको पर्सनल नंबर से।)\n[47s] CUSTOMER: Okay. No, there is no requirement right now, sir. Is this your number? Send me a 'hi' on this personal number, I will save your number.   (अच्छा। नहीं, अभी तो रिक्वायरमेंट नहीं है सर। ये आपका ही नंबर है क्या? ये पर्सनल नंबर पे मेरे को हाय करके भेज दो, आपका नंबर सेव करके रखता हूं।)\n[51s] AGENT: Okay sir, I will send a 'hi' from my personal number.   (ठीक है सर, मैं पर्सनल नंबर से हाय भेजता हूं।)\n[53s] CUSTOMER: Whenever there is a requirement, I will call you.   (जब भी रिक्वायरमेंट लगे, मैं आपको फोन करूंगा।)\n[55s] AGENT: Okay sir, sure sure. I'll send it now.   (ठीक है सर, श्योर श्योर। भेज देता हूं अभी।)\n[56s] CUSTOMER: Yes.   (हां।)\n[57s] AGENT: Okay, thank you.   (ओके, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 32,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter on the agent's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "32 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, especially by asking discovery questions to understand the customer's needs before you can offer a relevant solution or price.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a hardware company to check for steel requirements. The customer confirmed no immediate need but inquired about the current rate for coated steel, mentioning competitor brands. The agent gave a price. The call ended with the agent agreeing to send a 'hi' message so the customer could save the number for future requirements, with no firm next step established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, hello sir, this is Abdul speaking from JSW One. ... Is there any requirement for steel, sir?\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak, jumping directly into a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Is there any requirement for steel, sir?\", \"comment\": \"The agent did not lead with a supply or price hook; instead, he opened with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions; the only information (competitor brands) was volunteered by the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs, as no discovery was done to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement, sir? Material requirement in HR, CR?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the primary goal of this step when the answer is no.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, I will send a 'hi' from my personal number.\", \"comment\": \"The agent agreed to send a 'hi' message, which is not a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure, especially by asking discovery questions to understand the customer's needs before you can offer a relevant solution or price.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"No, there is no requirement right now, sir. Is this your number? Send me a 'hi' on this personal number, I will save your number.\", \"response\": \"Okay sir, I will send a 'hi' from my personal number.\"}], \"call_summary\": \"The agent contacted a hardware company to check for steel requirements. The customer confirmed no immediate need but inquired about the current rate for coated steel, mentioning competitor brands. The agent gave a price. The call ended with the agent agreeing to send a 'hi' message so the customer could save the number for future requirements, with no firm next step established.\"}",
  "error": null,
  "latency_ms": 28152,
  "input_tokens": 3596,
  "output_tokens": 865,
  "created_at": "2026-09-25 12:04:18",
  "sentiment": "negative",
  "sentiment_score": -0.246,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 10,
  "lex_hits": 9,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.535,
  "agent_talk_sec": 25.1,
  "customer_talk_sec": 21.8,
  "dead_air_sec": 61.1,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 368.1,
  "interruptions": 0,
  "agent_turns": 16,
  "customer_turns": 16,
  "discovery_qs": 10,
  "words_agent": 154,
  "words_customer": 120,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178963027811",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.87,
      "end_s": 2.37,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.17,
      "end_s": 3.57,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.01,
      "end_s": 6.11,
      "text_en": "Yeah, hello sir, this is Abdul speaking from JSW One.",
      "text_native": "या, नमस्कार सर, मैं अब्दुल बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.11,
      "end_s": 7.81,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.81,
      "end_s": 10.41,
      "text_en": "Is there any requirement for steel, sir? Is your company's name South Western Hardware, sir?",
      "text_native": "कुछ रिक्वायरमेंट है क्या सर स्टील में? South Western Hardware आपके कंपनी का नाम है सर?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.41,
      "end_s": 10.91,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.21,
      "end_s": 12.91,
      "text_en": "Is there any requirement, sir? Material requirement in HR, CR?",
      "text_native": "कुछ रिक्वायरमेंट है क्या सर? मटेरियल रिक्वायरमेंट HR, CR में?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.21,
      "end_s": 13.71,
      "text_en": "What did you say?",
      "text_native": "क्या बोले?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.91,
      "end_s": 16.11,
      "text_en": "Is there any requirement for material, sir? Any requirement in HR, CR?",
      "text_native": "कुछ रिक्वायरमेंट है क्या सर मटेरियल का आपका? HR, CR में कुछ रिक्वायरमेंट है?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.11,
      "end_s": 18.01,
      "text_en": "No, there is no requirement right now, sir.",
      "text_native": "नहीं, कुछ रिक्वायरमेंट तो नहीं है सर अभी।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.41,
      "end_s": 18.91,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.01,
      "end_s": 20.21,
      "text_en": "Rate... what rate are you giving right now, by the way?",
      "text_native": "रेट अभी रेट क्या दे रहे हो वैसे?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 12,
      "speaker": "agent",
      "start_s": 20.21,
      "end_s": 22.91,
      "text_en": "Right now the rate is increasing a lot, sir. Which material do you need, sir? Tell me which material you need.",
      "text_native": "अभी तो रेट तो बहुत इंक्रीज कर रहा है सर। कौन सा मटेरियल चाहिए सर? बताइए आपको कौन सा मटेरियल चाहिए?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 13,
      "speaker": "customer",
      "start_s": 23.11,
      "end_s": 25.31,
      "text_en": "If you talk about material, then Pragati's. Endura will also work.",
      "text_native": "मटेरियल बोले तो Pragati का। Endura भी चल जाएगा।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 14,
      "speaker": "agent",
      "start_s": 26.11,
      "end_s": 27.11,
      "text_en": "ninety five plus.",
      "text_native": "ninety five plus."
    },
    {
      "ucid": "34972178963027811",
      "idx": 15,
      "speaker": "customer",
      "start_s": 27.81,
      "end_s": 28.61,
      "text_en": "ninety five plus?",
      "text_native": "ninety five plus?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 16,
      "speaker": "agent",
      "start_s": 28.91,
      "end_s": 29.21,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 17,
      "speaker": "customer",
      "start_s": 29.51,
      "end_s": 30.21,
      "text_en": "ninety five plus, okay.",
      "text_native": "ninety five plus, अच्छा।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 18,
      "speaker": "customer",
      "start_s": 30.21,
      "end_s": 31.01,
      "text_en": "Endura will be cheaper.",
      "text_native": "Endura सस्ता पड़ेगा।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 19,
      "speaker": "customer",
      "start_s": 31.31,
      "end_s": 34.41,
      "text_en": "Is this available in the city, sir? Will the material be available from the city? Will it be available with profiling? Is this the rate for a coil?",
      "text_native": "ये सिटी में मिल जा रहा है सर? ये सिटी से माल मिलेगा? प्रोफाइल बना के मिलेगा? कॉइल का रेट है ये?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 20,
      "speaker": "agent",
      "start_s": 34.71,
      "end_s": 36.31,
      "text_en": "However you want it, we will get it for you that way.",
      "text_native": "जैसे चाहे वैसे मिलेगा, वैसे दिला देंगे।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 21,
      "speaker": "agent",
      "start_s": 36.91,
      "end_s": 38.31,
      "text_en": "With profiling, it will go a little higher, sir.",
      "text_native": "प्रोफाइल बना के थोड़ा सा ऊपर जाएगा सर।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 22,
      "speaker": "customer",
      "start_s": 38.71,
      "end_s": 39.71,
      "text_en": "With profiling, it will be less?",
      "text_native": "प्रोफाइल बना के कम पड़ जाएगा?"
    },
    {
      "ucid": "34972178963027811",
      "idx": 23,
      "speaker": "agent",
      "start_s": 39.91,
      "end_s": 42.41,
      "text_en": "No sir, it will go up. How will it be less? It's the rate for the profile, right? So that's it.",
      "text_native": "नहीं सर, ऊपर जाएगा ना। कम कैसे बनेगा? प्रोफाइल का रेट है ना? तो वही तो।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 24,
      "speaker": "customer",
      "start_s": 42.91,
      "end_s": 43.31,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 25,
      "speaker": "agent",
      "start_s": 43.71,
      "end_s": 46.41,
      "text_en": "So this is... send me the number, I will message you from my personal number.",
      "text_native": "तो ये तो आप नंबर भेज दीजिए ना, मैं मैसेज करता हूं आपको पर्सनल नंबर से।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 26,
      "speaker": "customer",
      "start_s": 46.71,
      "end_s": 50.91,
      "text_en": "Okay. No, there is no requirement right now, sir. Is this your number? Send me a 'hi' on this personal number, I will save your number.",
      "text_native": "अच्छा। नहीं, अभी तो रिक्वायरमेंट नहीं है सर। ये आपका ही नंबर है क्या? ये पर्सनल नंबर पे मेरे को हाय करके भेज दो, आपका नंबर सेव करके रखता हूं।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 27,
      "speaker": "agent",
      "start_s": 51.11,
      "end_s": 52.61,
      "text_en": "Okay sir, I will send a 'hi' from my personal number.",
      "text_native": "ठीक है सर, मैं पर्सनल नंबर से हाय भेजता हूं।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 28,
      "speaker": "customer",
      "start_s": 52.61,
      "end_s": 54.61,
      "text_en": "Whenever there is a requirement, I will call you.",
      "text_native": "जब भी रिक्वायरमेंट लगे, मैं आपको फोन करूंगा।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 29,
      "speaker": "agent",
      "start_s": 54.81,
      "end_s": 56.11,
      "text_en": "Okay sir, sure sure. I'll send it now.",
      "text_native": "ठीक है सर, श्योर श्योर। भेज देता हूं अभी।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 30,
      "speaker": "customer",
      "start_s": 56.11,
      "end_s": 56.41,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "34972178963027811",
      "idx": 31,
      "speaker": "agent",
      "start_s": 56.71,
      "end_s": 57.31,
      "text_en": "Okay, thank you.",
      "text_native": "ओके, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "34972178963027811",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, hello sir, this is Abdul speaking from JSW One. ... Is there any requirement for steel, sir?",
      "comment": "The agent identified himself and the company but failed to ask for permission to speak, jumping directly into a requirement question."
    },
    {
      "ucid": "34972178963027811",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Is there any requirement for steel, sir?",
      "comment": "The agent did not lead with a supply or price hook; instead, he opened with a direct question about requirements."
    },
    {
      "ucid": "34972178963027811",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent asked no discovery questions; the only information (competitor brands) was volunteered by the customer."
    },
    {
      "ucid": "34972178963027811",
      "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, as no discovery was done to identify customer needs."
    },
    {
      "ucid": "34972178963027811",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any requirement, sir? Material requirement in HR, CR?",
      "comment": "The agent successfully asked if a current requirement exists, which is the primary goal of this step when the answer is no."
    },
    {
      "ucid": "34972178963027811",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, I will send a 'hi' from my personal number.",
      "comment": "The agent agreed to send a 'hi' message, which is not a committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "34972178963027811",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "No, there is no requirement right now, sir. Is this your number? Send me a 'hi' on this personal number, I will save your number.",
      "response": "Okay sir, I will send a 'hi' from my personal number."
    }
  ],
  "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": [
    "rejection"
  ]
}