{
  "ucid": "34972178963035341",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 13:02:33",
  "end_time": "2026-09-17 13:04:02",
  "duration_sec": 89,
  "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/DIAabaad4f2c6ec83bbe4ba6a9fa1a76e40.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1593,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963035341__DIAabaad4f2c6ec83bbe4ba6a9fa1a76e40.mp3",
  "audio_bytes": 216864,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 72.288,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes?   (हां जी?)\n[3s] AGENT: Uh yes sir, this is Kartik speaking from JSW One.   (अह हां जी सर, कार्तिक बात कर रहा था JSW One से।)\n[5s] CUSTOMER: From where?   (कहां से?)\n[6s] AGENT: Uh sir, from JSW.   (अह सर JSW से।)\n[7s] CUSTOMER: Yes, tell me.   (जी बताइए।)\n[8s] AGENT: Uh sir, this Hiras Medical Devices was registered on our platform, now what is your requirement in steel, in raw material?   (अह सर ये जो Hiras Medical Devices registered था आपका हमारे platform पे, अब steel में requirement कैसा है आपका raw material में?)\n[13s] CUSTOMER: Yes?   (हां?)\n[14s] AGENT: Okay, so uh do you only take GP?   (अच्छा, मतलब अह क्या GP ही लेते हो आप?)\n[15s] CUSTOMER: No, we are already working with you. We are. We are taking it. Our purchase team is taking material, right now they are purchasing material worth around sixty-seventy lakhs from you.   (नहीं तो already आपके यहां काम चल रहा है हमारा। है। ले रहे हैं। Purchase team हमारी सामान ले रही है अभी करीब साठ-सत्तर लाख का सामान आपके यहां से purchase कर रही है।)\n[21s] AGENT: Okay, okay, okay.   (अच्छा अच्छा अच्छा।)\n[22s] CUSTOMER: Our people are in the Ahmednagar plant.   (Ahmednagar plant में हमारे लोग हैं।)\n[24s] AGENT: You are taking it from Steel directly?   (Steel से ले रहे हो आप directly?)\n[25s] CUSTOMER: Yes?   (जी?)\n[26s] AGENT: I said sir, you are purchasing from steel directly, right?   (मैंने कहा सर steel से purchase कर रहे हो ना आप directly?)\n[28s] CUSTOMER: Yes, yes, yes, yes.   (हां हां हां हां।)\n[29s] AGENT: Okay, okay. Alright.   (अच्छा, okay. ठीक है।)\n[30s] AGENT: So sir, we also had this vertical, a JSW One, of the e-commerce platform.   (तो सर हमारा मतलब ये भी vertical था एक JSW One, e-commerce platform का।)\n[34s] AGENT: So, I mean yes, so you can place those orders for steel through us as well.   (So मतलब हां, तो मतलब आप steel में हमारे through भी वो लगा सकते हो orders.)\n[37s] CUSTOMER: As in, the rate will be the same, I mean.   (As in rate तो मतलब same ही रहेगा।)\n[39s] CUSTOMER: Okay, I will share your number. I'll have a word with my purchase team...   (चलिए मैं आपका number share कर दूंगा। अपने purchase team से बात कर...)\n[41s] AGENT: Yes, okay, I'll send you a WhatsApp. You have them talk to me once, the people from the purchase department, okay?   (हां ठीक है, मैं ना आपको WhatsApp डाल देता हूं। आप एक बारी बात करवाना उनसे, purchase department वालों से, ठीक है?)\n[45s] CUSTOMER: Okay, okay.\n[46s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "clear: Some background chatter on the agent's side, but it doesn't affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 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": 1.0,
  "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\"]",
  "pitch_coaching_note": "When a customer reveals they are already a large, direct JSW client, adapt your pitch to focus on the value of the JSW One platform instead of following the new-customer script.",
  "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 representative from Hiras Medical Devices, who revealed they are already a major direct customer of JSW, currently purchasing sixty-seventy lakhs worth of material. The agent introduced the JSW One e-commerce platform as an alternative ordering channel. The call ended with the agent agreeing to send his details via WhatsApp for the customer's purchase team to follow up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yes sir, this is Kartik speaking from JSW One.\", \"comment\": \"Agent identified himself and JSW One but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly into a discovery question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six required discovery questions; the conversation was immediately redirected when the customer revealed they were an existing client.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent pitched the JSW One platform as a concept but did not use any specific USPs to create value.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Despite the customer confirming a very large, active requirement, the agent did not capture any specific details like grade, thickness, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll send you a WhatsApp. You have them talk to me once, the people from the purchase department, okay?\", \"comment\": \"Agent successfully established a clear next step of contacting the customer's purchase department.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer reveals they are already a large, direct JSW client, adapt your pitch to focus on the value of the JSW One platform instead of following the new-customer script.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"As in, the rate will be the same, I mean.\", \"response\": \"\"}], \"call_summary\": \"The agent contacted a representative from Hiras Medical Devices, who revealed they are already a major direct customer of JSW, currently purchasing sixty-seventy lakhs worth of material. The agent introduced the JSW One e-commerce platform as an alternative ordering channel. The call ended with the agent agreeing to send his details via WhatsApp for the customer's purchase team to follow up.\"}",
  "error": null,
  "latency_ms": 32053,
  "input_tokens": 3328,
  "output_tokens": 811,
  "created_at": "2026-09-25 12:04:21",
  "sentiment": "positive",
  "sentiment_score": 0.429,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 0,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.621,
  "agent_talk_sec": 24.4,
  "customer_talk_sec": 14.9,
  "dead_air_sec": 49.7,
  "longest_monologue_sec": 7.5,
  "agent_wpm": 295.1,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 12,
  "discovery_qs": 6,
  "words_agent": 120,
  "words_customer": 78,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178963035341",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.93,
      "end_s": 1.38,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 2.1,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.37,
      "end_s": 2.73,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 5.0,
      "text_en": "Uh yes sir, this is Kartik speaking from JSW One.",
      "text_native": "अह हां जी सर, कार्तिक बात कर रहा था JSW One से।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.29,
      "end_s": 5.8,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 6.78,
      "text_en": "Uh sir, from JSW.",
      "text_native": "अह सर JSW से।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.29,
      "end_s": 7.84,
      "text_en": "Yes, tell me.",
      "text_native": "जी बताइए।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.06,
      "end_s": 12.46,
      "text_en": "Uh sir, this Hiras Medical Devices was registered on our platform, now what is your requirement in steel, in raw material?",
      "text_native": "अह सर ये जो Hiras Medical Devices registered था आपका हमारे platform पे, अब steel में requirement कैसा है आपका raw material में?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.77,
      "end_s": 13.0,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.66,
      "end_s": 15.2,
      "text_en": "Okay, so uh do you only take GP?",
      "text_native": "अच्छा, मतलब अह क्या GP ही लेते हो आप?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.47,
      "end_s": 21.2,
      "text_en": "No, we are already working with you. We are. We are taking it. Our purchase team is taking material, right now they are purchasing material worth around sixty-seventy lakhs from you.",
      "text_native": "नहीं तो already आपके यहां काम चल रहा है हमारा। है। ले रहे हैं। Purchase team हमारी सामान ले रही है अभी करीब साठ-सत्तर लाख का सामान आपके यहां से purchase कर रही है।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.2,
      "end_s": 21.9,
      "text_en": "Okay, okay, okay.",
      "text_native": "अच्छा अच्छा अच्छा।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.9,
      "end_s": 23.4,
      "text_en": "Our people are in the Ahmednagar plant.",
      "text_native": "Ahmednagar plant में हमारे लोग हैं।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 25.0,
      "text_en": "You are taking it from Steel directly?",
      "text_native": "Steel से ले रहे हो आप directly?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 14,
      "speaker": "customer",
      "start_s": 25.3,
      "end_s": 25.6,
      "text_en": "Yes?",
      "text_native": "जी?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 15,
      "speaker": "agent",
      "start_s": 25.8,
      "end_s": 27.6,
      "text_en": "I said sir, you are purchasing from steel directly, right?",
      "text_native": "मैंने कहा सर steel से purchase कर रहे हो ना आप directly?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.8,
      "end_s": 28.6,
      "text_en": "Yes, yes, yes, yes.",
      "text_native": "हां हां हां हां।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 17,
      "speaker": "agent",
      "start_s": 28.89,
      "end_s": 30.0,
      "text_en": "Okay, okay. Alright.",
      "text_native": "अच्छा, okay. ठीक है।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.4,
      "end_s": 33.2,
      "text_en": "So sir, we also had this vertical, a JSW One, of the e-commerce platform.",
      "text_native": "तो सर हमारा मतलब ये भी vertical था एक JSW One, e-commerce platform का।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.6,
      "end_s": 37.2,
      "text_en": "So, I mean yes, so you can place those orders for steel through us as well.",
      "text_native": "So मतलब हां, तो मतलब आप steel में हमारे through भी वो लगा सकते हो orders."
    },
    {
      "ucid": "34972178963035341",
      "idx": 20,
      "speaker": "customer",
      "start_s": 37.2,
      "end_s": 38.9,
      "text_en": "As in, the rate will be the same, I mean.",
      "text_native": "As in rate तो मतलब same ही रहेगा।"
    },
    {
      "ucid": "34972178963035341",
      "idx": 21,
      "speaker": "customer",
      "start_s": 39.0,
      "end_s": 41.2,
      "text_en": "Okay, I will share your number. I'll have a word with my purchase team...",
      "text_native": "चलिए मैं आपका number share कर दूंगा। अपने purchase team से बात कर..."
    },
    {
      "ucid": "34972178963035341",
      "idx": 22,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 44.9,
      "text_en": "Yes, okay, I'll send you a WhatsApp. You have them talk to me once, the people from the purchase department, okay?",
      "text_native": "हां ठीक है, मैं ना आपको WhatsApp डाल देता हूं। आप एक बारी बात करवाना उनसे, purchase department वालों से, ठीक है?"
    },
    {
      "ucid": "34972178963035341",
      "idx": 23,
      "speaker": "customer",
      "start_s": 45.1,
      "end_s": 45.7,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    },
    {
      "ucid": "34972178963035341",
      "idx": 24,
      "speaker": "agent",
      "start_s": 46.2,
      "end_s": 46.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "34972178963035341",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh yes sir, this is Kartik speaking from JSW One.",
      "comment": "Agent identified himself and JSW One but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "34972178963035341",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a supply or price hook, instead jumping directly into a discovery question."
    },
    {
      "ucid": "34972178963035341",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the six required discovery questions; the conversation was immediately redirected when the customer revealed they were an existing client."
    },
    {
      "ucid": "34972178963035341",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent pitched the JSW One platform as a concept but did not use any specific USPs to create value."
    },
    {
      "ucid": "34972178963035341",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Despite the customer confirming a very large, active requirement, the agent did not capture any specific details like grade, thickness, or quantity."
    },
    {
      "ucid": "34972178963035341",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll send you a WhatsApp. You have them talk to me once, the people from the purchase department, okay?",
      "comment": "Agent successfully established a clear next step of contacting the customer's purchase department."
    }
  ],
  "objections": [
    {
      "ucid": "34972178963035341",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "As in, the rate will be the same, I mean.",
      "response": ""
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}