{
  "ucid": "34972178964194621",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 16:15:46",
  "end_time": "2026-09-17 16:17:39",
  "duration_sec": 113,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3dbe467e91804838ab2d4c37b121a34b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1510,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964194621__DIA3dbe467e91804838ab2d4c37b121a34b.mp3",
  "audio_bytes": 287496,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 95.832,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello?   (हेलो?)\n[6s] CUSTOMER: Yes?   (हाँ जी?)\n[7s] AGENT: Yeah, good evening sir. This is Abdul speaking from JSW One.   (Yeah, good evening sir. अब्दुल बात कर रहा हूँ JSW One से।)\n[10s] CUSTOMER: Yes, tell me sir.   (बोलिए सर।)\n[11s] AGENT: Uh sir, the company was registered under the name Metal Drive Components, that's why I called. Do you have any requirement for steel, sir? Any requirement in HR, CR?   (अह सर अभी कंपनी रजिस्टर्ड था Metal Drive Components नाम से, इसके लिए कॉल किया था मैं। कुछ रिक्वायरमेंट है क्या सर स्टील में आपको? HR, CR में कुछ रिक्वायरमेंट है?)\n[16s] CUSTOMER: We have requirements and all, but a deal never materializes with you, actually.   (रिक्वायरमेंट वगेरा सब रहती है लेकिन आपके साथ कभी डील बनती नहीं है एक्चुअली।)\n[19s] AGENT: Why sir?   (क्यों सर?)\n[20s] CUSTOMER: And no, there are two issues. Either you have an availability issue, plus your rates don't match. So it works out better for us with our regular suppliers.   (और नहीं, दो इशू रहते हैं। ना तो आपके पास अवेलेबिलिटी का इशू रहता है, प्लस आपके रेट्स नहीं मैच होते हैं। तो जो रेगुलर सप्लायर हैं उन्हीं के साथ बेटर हो जाता है हमें।)\n[26s] AGENT: No, no, I can speak about availability and all right now, but there isn't that much of a difference in rates, sir, basically.   (नहीं नहीं, अवेलेबिलिटी वगेरा तो अभी करंट में बोल सकता बट रेट्स में उतना डिफरेंस आता नहीं है सर बेसिकली।)\n[30s] CUSTOMER: No, no, for the last, I mean, for the last three or four months, we've been talking three or four times a month, but no deal has matured.   (नहीं नहीं, पिछले से मतलब पिछले तीन चार महीने से महीने में तीन चार बार बात हो रही है बट कोई भी डील मैच्योर नहीं हुई।)\n[34s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[35s] CUSTOMER: Hmm.   (हम्म।)\n[36s] AGENT: Do you have any live requirement right now, sir?   (अभी कुछ लाइव रिक्वायरमेंट है सर आपका?)\n[38s] CUSTOMER: We do have a requirement, I mean, in 136, 0.5 in CR2. But what happens is...   (रिक्वायरमेंट तो रहता है, मतलब 136 में 0.5 में CR2 में रहता है। बट ये क्या है...)\n[41s] AGENT: 0.5 is not available right now, sir.   (0.5 अभी तो नहीं है सर।)\n[43s] CUSTOMER: Huh?   (हैं?)\n[43s] AGENT: This 0.5 is not available right now, sir.   (ये 0.5 अवेलेबल नहीं है सर करंट में।)\n[45s] CUSTOMER: Yes, that's never available with you, it never is.   (हाँ, वो होता ही नहीं है आपके साथ, कभी नहीं होता।)\n[47s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[48s] CUSTOMER: It's okay sir, no problem.   (ठीक है सर, कोई बात नहीं।)\n[49s] AGENT: Yes, I mean whenever we talk, as I told you, both availability and price don't work out.   (हाँ, मतलब जब भी बात होती है तो वो मैंने बताया आपको अवेलेबिलिटी और प्राइस दोनों ही नहीं बैठते।)\n[52s] AGENT: No, no, you will get availability and all. Right now in the current market, sir, there is so much demand, basically that's why the material is not available in the market. Otherwise, you will get 0.5, 1220, 12 or 1250 standard width in standard.   (नहीं नहीं, अवेलेबिलिटी वगेरा तो मिल जाएगा। अभी करंट में मार्केट में सर इतना डिमांड है बेसिकली इसलिए अभी मार्केट में अवेलेबल नहीं है मटेरियल। बाकी आपको 0.5, 1220, 12 या 1250 स्टैंडर्ड विड्थ आपको मिल जाएगी स्टैंडर्ड में।)\n[59s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[60s] AGENT: Okay.   (अच्छा जी।)\n[61s] CUSTOMER: Okay.   (ठीक है।)\n[62s] AGENT: Okay sir, if you have a requirement, let me know, okay?   (ठीक है सर, रहेगा तो बताइए, ठीक है?)\n[64s] CUSTOMER: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 27,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the agent's side but it does not interfere with the main conversation.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "27 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": "When a customer immediately brings up past failures, don't just deny them. Instead, use the discovery questions to understand their business and find a new way to provide value.",
  "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": "out_of_stock",
  "supply_details": "Customer required 0.5mm CR2, which agent confirmed was not in stock.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a manufacturing customer who had prior negative experiences with JSW One regarding price and availability. The agent did not follow the pitch structure, skipping discovery. The customer stated a requirement for 0.5mm CR2, which the agent confirmed was out of stock, reinforcing the customer's initial complaint. The call ended without any resolution or firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, good evening sir. This is Abdul speaking from JSW One.\", \"comment\": \"The agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir? Any requirement in HR, CR?\", \"comment\": \"The agent did not lead with a supply or price hook; instead, he immediately asked for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, manufacturing process, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any live requirement right now, sir?\", \"comment\": \"Agent successfully asked for a live requirement and the customer provided a specific grade and thickness.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, if you have a requirement, let me know, okay?\", \"comment\": \"The call ended with a passive, non-committal statement, not an agreed-upon next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately brings up past failures, don't just deny them. Instead, use the discovery questions to understand their business and find a new way to provide value.\", \"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\": \"out_of_stock\", \"supply_details\": \"Customer required 0.5mm CR2, which agent confirmed was not in stock.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"plus your rates don't match.\", \"response\": \"but there isn't that much of a difference in rates, sir, basically.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"So it works out better for us with our regular suppliers.\", \"response\": \"\"}], \"call_summary\": \"The agent contacted a manufacturing customer who had prior negative experiences with JSW One regarding price and availability. The agent did not follow the pitch structure, skipping discovery. The customer stated a requirement for 0.5mm CR2, which the agent confirmed was out of stock, reinforcing the customer's initial complaint. The call ended without any resolution or firm next step.\"}",
  "error": null,
  "latency_ms": 32737,
  "input_tokens": 3631,
  "output_tokens": 892,
  "created_at": "2026-09-25 12:00:55",
  "sentiment": "negative",
  "sentiment_score": -0.244,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 8,
  "lex_hits": 14,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.561,
  "agent_talk_sec": 28.2,
  "customer_talk_sec": 22.1,
  "dead_air_sec": 62.7,
  "longest_monologue_sec": 9.9,
  "agent_wpm": 361.7,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 13,
  "discovery_qs": 6,
  "words_agent": 170,
  "words_customer": 111,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178964194621",
      "idx": 0,
      "speaker": "agent",
      "start_s": 4.98,
      "end_s": 5.41,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178964194621",
      "idx": 1,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.46,
      "text_en": "Yes?",
      "text_native": "हाँ जी?"
    },
    {
      "ucid": "34972178964194621",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.87,
      "end_s": 9.2,
      "text_en": "Yeah, good evening sir. This is Abdul speaking from JSW One.",
      "text_native": "Yeah, good evening sir. अब्दुल बात कर रहा हूँ JSW One से।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.6,
      "end_s": 10.2,
      "text_en": "Yes, tell me sir.",
      "text_native": "बोलिए सर।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.73,
      "end_s": 16.01,
      "text_en": "Uh sir, the company was registered under the name Metal Drive Components, that's why I called. Do you have any requirement for steel, sir? Any requirement in HR, CR?",
      "text_native": "अह सर अभी कंपनी रजिस्टर्ड था Metal Drive Components नाम से, इसके लिए कॉल किया था मैं। कुछ रिक्वायरमेंट है क्या सर स्टील में आपको? HR, CR में कुछ रिक्वायरमेंट है?"
    },
    {
      "ucid": "34972178964194621",
      "idx": 5,
      "speaker": "customer",
      "start_s": 16.01,
      "end_s": 19.1,
      "text_en": "We have requirements and all, but a deal never materializes with you, actually.",
      "text_native": "रिक्वायरमेंट वगेरा सब रहती है लेकिन आपके साथ कभी डील बनती नहीं है एक्चुअली।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 6,
      "speaker": "agent",
      "start_s": 19.39,
      "end_s": 19.8,
      "text_en": "Why sir?",
      "text_native": "क्यों सर?"
    },
    {
      "ucid": "34972178964194621",
      "idx": 7,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 25.8,
      "text_en": "And no, there are two issues. Either you have an availability issue, plus your rates don't match. So it works out better for us with our regular suppliers.",
      "text_native": "और नहीं, दो इशू रहते हैं। ना तो आपके पास अवेलेबिलिटी का इशू रहता है, प्लस आपके रेट्स नहीं मैच होते हैं। तो जो रेगुलर सप्लायर हैं उन्हीं के साथ बेटर हो जाता है हमें।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 8,
      "speaker": "agent",
      "start_s": 26.3,
      "end_s": 29.6,
      "text_en": "No, no, I can speak about availability and all right now, but there isn't that much of a difference in rates, sir, basically.",
      "text_native": "नहीं नहीं, अवेलेबिलिटी वगेरा तो अभी करंट में बोल सकता बट रेट्स में उतना डिफरेंस आता नहीं है सर बेसिकली।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 9,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 33.8,
      "text_en": "No, no, for the last, I mean, for the last three or four months, we've been talking three or four times a month, but no deal has matured.",
      "text_native": "नहीं नहीं, पिछले से मतलब पिछले तीन चार महीने से महीने में तीन चार बार बात हो रही है बट कोई भी डील मैच्योर नहीं हुई।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 10,
      "speaker": "agent",
      "start_s": 34.1,
      "end_s": 34.7,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 11,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 35.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 12,
      "speaker": "agent",
      "start_s": 35.7,
      "end_s": 37.0,
      "text_en": "Do you have any live requirement right now, sir?",
      "text_native": "अभी कुछ लाइव रिक्वायरमेंट है सर आपका?"
    },
    {
      "ucid": "34972178964194621",
      "idx": 13,
      "speaker": "customer",
      "start_s": 37.7,
      "end_s": 41.2,
      "text_en": "We do have a requirement, I mean, in 136, 0.5 in CR2. But what happens is...",
      "text_native": "रिक्वायरमेंट तो रहता है, मतलब 136 में 0.5 में CR2 में रहता है। बट ये क्या है..."
    },
    {
      "ucid": "34972178964194621",
      "idx": 14,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 42.3,
      "text_en": "0.5 is not available right now, sir.",
      "text_native": "0.5 अभी तो नहीं है सर।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 15,
      "speaker": "customer",
      "start_s": 42.6,
      "end_s": 42.9,
      "text_en": "Huh?",
      "text_native": "हैं?"
    },
    {
      "ucid": "34972178964194621",
      "idx": 16,
      "speaker": "agent",
      "start_s": 43.1,
      "end_s": 44.5,
      "text_en": "This 0.5 is not available right now, sir.",
      "text_native": "ये 0.5 अवेलेबल नहीं है सर करंट में।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 17,
      "speaker": "customer",
      "start_s": 44.8,
      "end_s": 46.7,
      "text_en": "Yes, that's never available with you, it never is.",
      "text_native": "हाँ, वो होता ही नहीं है आपके साथ, कभी नहीं होता।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 18,
      "speaker": "agent",
      "start_s": 47.3,
      "end_s": 47.7,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 19,
      "speaker": "customer",
      "start_s": 48.0,
      "end_s": 48.9,
      "text_en": "It's okay sir, no problem.",
      "text_native": "ठीक है सर, कोई बात नहीं।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 20,
      "speaker": "agent",
      "start_s": 49.0,
      "end_s": 51.8,
      "text_en": "Yes, I mean whenever we talk, as I told you, both availability and price don't work out.",
      "text_native": "हाँ, मतलब जब भी बात होती है तो वो मैंने बताया आपको अवेलेबिलिटी और प्राइस दोनों ही नहीं बैठते।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 21,
      "speaker": "agent",
      "start_s": 51.8,
      "end_s": 58.9,
      "text_en": "No, no, you will get availability and all. Right now in the current market, sir, there is so much demand, basically that's why the material is not available in the market. Otherwise, you will get 0.5, 1220, 12 or 1250 standard width in standard.",
      "text_native": "नहीं नहीं, अवेलेबिलिटी वगेरा तो मिल जाएगा। अभी करंट में मार्केट में सर इतना डिमांड है बेसिकली इसलिए अभी मार्केट में अवेलेबल नहीं है मटेरियल। बाकी आपको 0.5, 1220, 12 या 1250 स्टैंडर्ड विड्थ आपको मिल जाएगी स्टैंडर्ड में।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 22,
      "speaker": "customer",
      "start_s": 59.2,
      "end_s": 59.6,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 23,
      "speaker": "agent",
      "start_s": 60.2,
      "end_s": 60.6,
      "text_en": "Okay.",
      "text_native": "अच्छा जी।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 24,
      "speaker": "customer",
      "start_s": 60.9,
      "end_s": 61.3,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "34972178964194621",
      "idx": 25,
      "speaker": "agent",
      "start_s": 61.8,
      "end_s": 63.2,
      "text_en": "Okay sir, if you have a requirement, let me know, okay?",
      "text_native": "ठीक है सर, रहेगा तो बताइए, ठीक है?"
    },
    {
      "ucid": "34972178964194621",
      "idx": 26,
      "speaker": "customer",
      "start_s": 63.6,
      "end_s": 64.1,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "34972178964194621",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, good evening sir. This is Abdul speaking from JSW One.",
      "comment": "The agent did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "34972178964194621",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir? Any requirement in HR, CR?",
      "comment": "The agent did not lead with a supply or price hook; instead, he immediately asked for a requirement."
    },
    {
      "ucid": "34972178964194621",
      "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, manufacturing process, or procurement habits."
    },
    {
      "ucid": "34972178964194621",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and consequently no relevant USPs were pitched."
    },
    {
      "ucid": "34972178964194621",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any live requirement right now, sir?",
      "comment": "Agent successfully asked for a live requirement and the customer provided a specific grade and thickness."
    },
    {
      "ucid": "34972178964194621",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, if you have a requirement, let me know, okay?",
      "comment": "The call ended with a passive, non-committal statement, not an agreed-upon next step."
    }
  ],
  "objections": [
    {
      "ucid": "34972178964194621",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "So it works out better for us with our regular suppliers.",
      "response": ""
    },
    {
      "ucid": "34972178964194621",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "plus your rates don't match.",
      "response": "but there isn't that much of a difference in rates, sir, basically."
    }
  ],
  "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": []
}