{
  "ucid": "34972178963788551",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 15:08:05",
  "end_time": "2026-09-17 15:09:44",
  "duration_sec": 99,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA28042c63857f1e8431cc358d1e793a8b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1563,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178963788551__DIA28042c63857f1e8431cc358d1e793a8b.mp3",
  "audio_bytes": 233064,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 77.688,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes, speak.   (हां, बोलिए।)\n[2s] AGENT: Hello, Mr. Pratik Pandey from Amitoyo?   (हेलो, मिस्टर प्रतीक पांडे फ्रॉम Amitoyo?)\n[4s] CUSTOMER: Yes.\n[5s] AGENT: Pratik ji, very good afternoon. Sudeep speaking from JSW One MSME, Jindal Steel.   (प्रतीक जी, वैरी गुड आफ्टरनून। सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।)\n[8s] CUSTOMER: Yes, yes.   (हां हां।)\n[8s] AGENT: Sir, your company was registered on our portal and this was in reference with your steel procurement.   (सर आपका कंपनी रजिस्टर्ड था पोर्टल पर हमारे and this was in reference with your steel procurement.)\n[12s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[12s] AGENT: So my team had spoken to you and it was mentioned that you were supposed to have some update in the mid of this month.   (तो आपसे मेरी टीम की बात हुई थी and it was mentioned कि mid of this month में कुछ अपडेट आने वाला था आपको।)\n[16s] CUSTOMER: No, right now I have fulfilled my requirement from another place. Because at your place, I was getting it in a larger quantity, I needed a smaller quantity of only two tons. So I took it from someone else.   (नहीं, अभी एकदम मैंने दूसरे जगह से अपना रिक्वायरमेंट ये कर लिया मैंने। क्योंकि आपके इधर पे मुझे क्वांटिटी ज्यादा में मिल रहा था, मुझे कम क्वांटिटी ही चाहिए था two tons का। तो मैंने दूसरे के इधर से ले लिया है।)\n[23s] AGENT: Where do you get it from, sir, this two tons, three tons, I mean from which market? Taloja?   (कहां से करवाते हो सर आप ये two tons, three tons, मतलब from which market? Taloja?)\n[26s] CUSTOMER: Yes, I take it from Taloja itself.   (हां, Taloja से ही लेता हूं मैं।)\n[28s] AGENT: Okay, okay, okay. So when will your next requirement be live? Any tentative date for that? I mean for   (Okay, okay, okay. तो अभी next requirement कब तक लाइव होगी आपकी? Any tentative date for that? मतलब for)\n[30s] CUSTOMER: My next requirement will be around Diwali.   (Next requirement मेरा दिवाली के आस पास ही होगा मेरा।)\n[33s] AGENT: Maybe after Diwali or before Diwali?   (दिवाली के बाद maybe या दिवाली के पहले?)\n[34s] CUSTOMER: That means, just understand it's around Diwali, a week before or after.   (वही मतलब दिवाली के आगे पीछे ही समझ जाइए, एक हफ्ता आगे पीछे।)\n[37s] AGENT: Alright. Okay, sir, what I'll do is, I'll WhatsApp you my official number. At present we are looking on system number. So as soon as the requirement comes, you can connect me on that number, sir. Okay?   (ठीक है। Okay, सर, मैं क्या करता हूं, आपको मेरा और official number WhatsApp करके रखता हूं। At present we are looking on system number. तो जैसे ही रिक्वायरमेंट आती है ना, you can connect me on that number, सर। Okay?)\n[43s] CUSTOMER: Okay, okay, okay.\n[44s] AGENT: Fine, fine. Thank you so much. Have a great day. Yeah.\n[46s] CUSTOMER: Okay, bye.   (ठीक है, bye.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: The audio is clear with some minor background noise typical of a call center environment.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 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": "When a customer gives a future timeline like 'around Diwali', you must probe for the likely specifications (grade, thickness, quantity) to set up a concrete follow-up, instead of just waiting for them to call you.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": "critical",
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent made a follow-up call. The customer explained he had already purchased his required 2 tons from another supplier because JSW's minimum order quantity was too high. The agent learned the next requirement would be around Diwali and ended the call by sending his contact details, asking the customer to reach out when the need arises.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent used a follow-up context ('my team had spoken to you') instead of a supply/price hook as required by the pitch type.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"कहां से करवाते हो सर आप ये two tons, three tons, मतलब from which market? Taloja?\", \"comment\": \"The agent only asked about the customer's current market (Q4), but did not probe for what they make, application, monthly tonnage, or other key discovery points.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The conversation did not progress to a pitch; no USPs were mentioned.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked when the next requirement would be but failed to capture any specific details like grade, thickness, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, सर, मैं क्या करता हूं, आपको मेरा और official number WhatsApp करके रखता हूं... तो जैसे ही रिक्वायरमेंट आती है ना, you can connect me on that number, सर।\", \"comment\": \"The agent did not set a specific callback date, instead placing the responsibility on the customer to get in touch.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives a future timeline like 'around Diwali', you must probe for the likely specifications (grade, thickness, quantity) to set up a concrete follow-up, instead of just waiting for them to call you.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": \"critical\", \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"नहीं, अभी एकदम मैंने दूसरे जगह से अपना रिक्वायरमेंट ये कर लिया मैंने। क्योंकि आपके इधर पे मुझे क्वांटिटी ज्यादा में मिल रहा था, मुझे कम क्वांटिटी ही चाहिए था two tons का। तो मैंने दूसरे के इधर से ले लिया है।\", \"response\": \"कहां से करवाते हो सर आप ये two tons, three tons, मतलब from which market? Taloja?\"}], \"call_summary\": \"The agent made a follow-up call. The customer explained he had already purchased his required 2 tons from another supplier because JSW's minimum order quantity was too high. The agent learned the next requirement would be around Diwali and ended the call by sending his contact details, asking the customer to reach out when the need arises.\"}",
  "error": null,
  "latency_ms": 37241,
  "input_tokens": 3352,
  "output_tokens": 895,
  "created_at": "2026-09-25 12:03:12",
  "sentiment": "positive",
  "sentiment_score": 0.36,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.612,
  "agent_talk_sec": 27.1,
  "customer_talk_sec": 17.2,
  "dead_air_sec": 54.7,
  "longest_monologue_sec": 6.1,
  "agent_wpm": 338.7,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 10,
  "discovery_qs": 8,
  "words_agent": 153,
  "words_customer": 77,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178963788551",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.78,
      "end_s": 1.21,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178963788551",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 2.2,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "34972178963788551",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 4.08,
      "text_en": "Hello, Mr. Pratik Pandey from Amitoyo?",
      "text_native": "हेलो, मिस्टर प्रतीक पांडे फ्रॉम Amitoyo?"
    },
    {
      "ucid": "34972178963788551",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.41,
      "end_s": 4.8,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "34972178963788551",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 8.0,
      "text_en": "Pratik ji, very good afternoon. Sudeep speaking from JSW One MSME, Jindal Steel.",
      "text_native": "प्रतीक जी, वैरी गुड आफ्टरनून। सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।"
    },
    {
      "ucid": "34972178963788551",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.0,
      "end_s": 8.43,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "34972178963788551",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.43,
      "end_s": 11.8,
      "text_en": "Sir, your company was registered on our portal and this was in reference with your steel procurement.",
      "text_native": "सर आपका कंपनी रजिस्टर्ड था पोर्टल पर हमारे and this was in reference with your steel procurement."
    },
    {
      "ucid": "34972178963788551",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 12.2,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "34972178963788551",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.2,
      "end_s": 15.8,
      "text_en": "So my team had spoken to you and it was mentioned that you were supposed to have some update in the mid of this month.",
      "text_native": "तो आपसे मेरी टीम की बात हुई थी and it was mentioned कि mid of this month में कुछ अपडेट आने वाला था आपको।"
    },
    {
      "ucid": "34972178963788551",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.2,
      "end_s": 22.8,
      "text_en": "No, right now I have fulfilled my requirement from another place. Because at your place, I was getting it in a larger quantity, I needed a smaller quantity of only two tons. So I took it from someone else.",
      "text_native": "नहीं, अभी एकदम मैंने दूसरे जगह से अपना रिक्वायरमेंट ये कर लिया मैंने। क्योंकि आपके इधर पे मुझे क्वांटिटी ज्यादा में मिल रहा था, मुझे कम क्वांटिटी ही चाहिए था two tons का। तो मैंने दूसरे के इधर से ले लिया है।"
    },
    {
      "ucid": "34972178963788551",
      "idx": 10,
      "speaker": "agent",
      "start_s": 23.1,
      "end_s": 25.7,
      "text_en": "Where do you get it from, sir, this two tons, three tons, I mean from which market? Taloja?",
      "text_native": "कहां से करवाते हो सर आप ये two tons, three tons, मतलब from which market? Taloja?"
    },
    {
      "ucid": "34972178963788551",
      "idx": 11,
      "speaker": "customer",
      "start_s": 25.9,
      "end_s": 27.2,
      "text_en": "Yes, I take it from Taloja itself.",
      "text_native": "हां, Taloja से ही लेता हूं मैं।"
    },
    {
      "ucid": "34972178963788551",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 30.5,
      "text_en": "Okay, okay, okay. So when will your next requirement be live? Any tentative date for that? I mean for",
      "text_native": "Okay, okay, okay. तो अभी next requirement कब तक लाइव होगी आपकी? Any tentative date for that? मतलब for"
    },
    {
      "ucid": "34972178963788551",
      "idx": 13,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 32.4,
      "text_en": "My next requirement will be around Diwali.",
      "text_native": "Next requirement मेरा दिवाली के आस पास ही होगा मेरा।"
    },
    {
      "ucid": "34972178963788551",
      "idx": 14,
      "speaker": "agent",
      "start_s": 32.7,
      "end_s": 34.0,
      "text_en": "Maybe after Diwali or before Diwali?",
      "text_native": "दिवाली के बाद maybe या दिवाली के पहले?"
    },
    {
      "ucid": "34972178963788551",
      "idx": 15,
      "speaker": "customer",
      "start_s": 34.3,
      "end_s": 36.7,
      "text_en": "That means, just understand it's around Diwali, a week before or after.",
      "text_native": "वही मतलब दिवाली के आगे पीछे ही समझ जाइए, एक हफ्ता आगे पीछे।"
    },
    {
      "ucid": "34972178963788551",
      "idx": 16,
      "speaker": "agent",
      "start_s": 36.9,
      "end_s": 43.0,
      "text_en": "Alright. Okay, sir, what I'll do is, I'll WhatsApp you my official number. At present we are looking on system number. So as soon as the requirement comes, you can connect me on that number, sir. Okay?",
      "text_native": "ठीक है। Okay, सर, मैं क्या करता हूं, आपको मेरा और official number WhatsApp करके रखता हूं। At present we are looking on system number. तो जैसे ही रिक्वायरमेंट आती है ना, you can connect me on that number, सर। Okay?"
    },
    {
      "ucid": "34972178963788551",
      "idx": 17,
      "speaker": "customer",
      "start_s": 43.0,
      "end_s": 43.8,
      "text_en": "Okay, okay, okay.",
      "text_native": "Okay, okay, okay."
    },
    {
      "ucid": "34972178963788551",
      "idx": 18,
      "speaker": "agent",
      "start_s": 44.0,
      "end_s": 46.0,
      "text_en": "Fine, fine. Thank you so much. Have a great day. Yeah.",
      "text_native": "Fine, fine. Thank you so much. Have a great day. Yeah."
    },
    {
      "ucid": "34972178963788551",
      "idx": 19,
      "speaker": "customer",
      "start_s": 46.0,
      "end_s": 48.5,
      "text_en": "Okay, bye.",
      "text_native": "ठीक है, bye."
    }
  ],
  "steps": [
    {
      "ucid": "34972178963788551",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak."
    },
    {
      "ucid": "34972178963788551",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent used a follow-up context ('my team had spoken to you') instead of a supply/price hook as required by the pitch type."
    },
    {
      "ucid": "34972178963788551",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "कहां से करवाते हो सर आप ये two tons, three tons, मतलब from which market? Taloja?",
      "comment": "The agent only asked about the customer's current market (Q4), but did not probe for what they make, application, monthly tonnage, or other key discovery points."
    },
    {
      "ucid": "34972178963788551",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The conversation did not progress to a pitch; no USPs were mentioned."
    },
    {
      "ucid": "34972178963788551",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent asked when the next requirement would be but failed to capture any specific details like grade, thickness, or quantity."
    },
    {
      "ucid": "34972178963788551",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, सर, मैं क्या करता हूं, आपको मेरा और official number WhatsApp करके रखता हूं... तो जैसे ही रिक्वायरमेंट आती है ना, you can connect me on that number, सर।",
      "comment": "The agent did not set a specific callback date, instead placing the responsibility on the customer to get in touch."
    }
  ],
  "objections": [
    {
      "ucid": "34972178963788551",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "नहीं, अभी एकदम मैंने दूसरे जगह से अपना रिक्वायरमेंट ये कर लिया मैंने। क्योंकि आपके इधर पे मुझे क्वांटिटी ज्यादा में मिल रहा था, मुझे कम क्वांटिटी ही चाहिए था two tons का। तो मैंने दूसरे के इधर से ले लिया है।",
      "response": "कहां से करवाते हो सर आप ये two tons, three tons, मतलब from which market? Taloja?"
    }
  ],
  "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": []
}