{
  "ucid": "34972178964203611",
  "call_date": "2026-09-17",
  "start_time": "2026-09-17 16:17:16",
  "end_time": "2026-09-17 16:19:53",
  "duration_sec": 157,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA52f5fa0d97531011308af29c9be7660d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1508,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964203611__DIA52f5fa0d97531011308af29c9be7660d.mp3",
  "audio_bytes": 397008,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 132.336,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[3s] AGENT: Hello, Mr. Tushar sir from Shape Decor?   (हेलो, मिस्टर तुषार सर फ्रॉम शेप डेकोर?)\n[5s] CUSTOMER: Yes.   (यस।)\n[6s] AGENT: Tushar ji, this is Sudhir calling from JSW One MSME.   (तुषार जी, सुधीर बोल रहा हूं JSW One MSME से।)\n[8s] CUSTOMER: Yes, tell me.   (हां बोलो।)\n[9s] AGENT: We have spoken before, haven't we?   (आपसे ना पहले भी बात हो चुकी है ना मेरी?)\n[11s] CUSTOMER: Hm hm.   (हम्म हम्म।)\n[12s] AGENT: It was about the roofing sheet for your petrol pump, there was some requirement in Indradhanush.   (ये थे रूफिंग शीट का आपका पेट्रोल पंप का कुछ था इंद्रधनुष में रिक्वायरमेंट।)\n[15s] CUSTOMER: No, that has been stopped now. Now we are purchasing from Lathin.   (नहीं, अभी वो बंद कर दिया। अभी लाठिन से परचेस कर रहे हैं।)\n[18s] AGENT: Oh, okay, okay, have you stopped that?   (अच्छा अच्छा अच्छा, बंद कर दिया क्या वो?)\n[20s] CUSTOMER: Hm.   (हम्म।)\n[20s] AGENT: Okay, okay. So you don't have a requirement now.   (ओके ओके। अभी रिक्वायरमेंट नहीं है मतलब आपको।)\n[22s] CUSTOMER: There is a requirement, but we are purchasing from another place now.   (रिक्वायरमेंट है लेकिन अभी दूसरी जगह से परचेस कर रहे हैं।)\n[24s] AGENT: You are doing it from another place? Where do you get it from now, sir?   (दूसरी जगह से कर रहे हो? कहां से करते हो सर अभी?)\n[26s] CUSTOMER: Lathin Steel.   (लाठिन स्टील।)\n[27s] AGENT: Okay, which company's do you take and what is your brand?   (अच्छा, कौनसे कंपनी का लेते हो और ब्रांड कौनसा रहता है आपका?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: The agent's voice is clear, but there is some background chatter at his end.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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": "[\"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 states they buy from a competitor, your first move should be to propose a small trial order to let them compare our quality and delivery, not just ask for the competitor's name.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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 re-engaged a past contact about a roofing sheet requirement. The customer stated that project was stopped and they now procure from a competitor, Lathin Steel. The agent asked for the supplier's name but the call ended before they could conduct further discovery or handle the objection with a counter-proposal.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, Mr. Tushar sir from Shape Decor? ... Tushar ji, this is Sudhir calling from JSW One MSME.\", \"comment\": \"Agent greeted, used the customer's name, and identified JSW, with the customer's engagement implying permission.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead referencing a past requirement which the customer immediately shut down.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Where do you get it from now, sir? ... which company's do you take and what is your brand?\", \"comment\": \"Agent only asked about the current supplier (1 of 6 questions), which is below the threshold for a partial pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no meaningful discovery was completed.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So you don't have a requirement now.\", \"comment\": \"Agent asked if a requirement exists, but failed to capture any specific details (grade, qty) after the customer confirmed they are still buying.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step proposed or committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states they buy from a competitor, your first move should be to propose a small trial order to let them compare our quality and delivery, not just ask for the competitor's name.\", \"segment_detected\": \"unknown\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"There is a requirement, but we are purchasing from another place now.\", \"response\": \"You are doing it from another place? Where do you get it from now, sir?\"}], \"call_summary\": \"The agent re-engaged a past contact about a roofing sheet requirement. The customer stated that project was stopped and they now procure from a competitor, Lathin Steel. The agent asked for the supplier's name but the call ended before they could conduct further discovery or handle the objection with a counter-proposal.\"}",
  "error": null,
  "latency_ms": 29755,
  "input_tokens": 3043,
  "output_tokens": 836,
  "created_at": "2026-09-25 12:00:44",
  "sentiment": "negative",
  "sentiment_score": -0.167,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.672,
  "agent_talk_sec": 15.8,
  "customer_talk_sec": 7.7,
  "dead_air_sec": 133.5,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 307.6,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 6,
  "words_agent": 81,
  "words_customer": 34,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "34972178964203611",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 2.0,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "34972178964203611",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 4.5,
      "text_en": "Hello, Mr. Tushar sir from Shape Decor?",
      "text_native": "हेलो, मिस्टर तुषार सर फ्रॉम शेप डेकोर?"
    },
    {
      "ucid": "34972178964203611",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.98,
      "end_s": 5.38,
      "text_en": "Yes.",
      "text_native": "यस।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.6,
      "end_s": 7.98,
      "text_en": "Tushar ji, this is Sudhir calling from JSW One MSME.",
      "text_native": "तुषार जी, सुधीर बोल रहा हूं JSW One MSME से।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.38,
      "end_s": 8.88,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.9,
      "end_s": 10.6,
      "text_en": "We have spoken before, haven't we?",
      "text_native": "आपसे ना पहले भी बात हो चुकी है ना मेरी?"
    },
    {
      "ucid": "34972178964203611",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.98,
      "end_s": 11.48,
      "text_en": "Hm hm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.6,
      "end_s": 14.8,
      "text_en": "It was about the roofing sheet for your petrol pump, there was some requirement in Indradhanush.",
      "text_native": "ये थे रूफिंग शीट का आपका पेट्रोल पंप का कुछ था इंद्रधनुष में रिक्वायरमेंट।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 17.6,
      "text_en": "No, that has been stopped now. Now we are purchasing from Lathin.",
      "text_native": "नहीं, अभी वो बंद कर दिया। अभी लाठिन से परचेस कर रहे हैं।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 19.3,
      "text_en": "Oh, okay, okay, have you stopped that?",
      "text_native": "अच्छा अच्छा अच्छा, बंद कर दिया क्या वो?"
    },
    {
      "ucid": "34972178964203611",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.6,
      "end_s": 19.9,
      "text_en": "Hm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.1,
      "end_s": 21.6,
      "text_en": "Okay, okay. So you don't have a requirement now.",
      "text_native": "ओके ओके। अभी रिक्वायरमेंट नहीं है मतलब आपको।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 24.0,
      "text_en": "There is a requirement, but we are purchasing from another place now.",
      "text_native": "रिक्वायरमेंट है लेकिन अभी दूसरी जगह से परचेस कर रहे हैं।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.3,
      "end_s": 25.9,
      "text_en": "You are doing it from another place? Where do you get it from now, sir?",
      "text_native": "दूसरी जगह से कर रहे हो? कहां से करते हो सर अभी?"
    },
    {
      "ucid": "34972178964203611",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 26.9,
      "text_en": "Lathin Steel.",
      "text_native": "लाठिन स्टील।"
    },
    {
      "ucid": "34972178964203611",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 29.2,
      "text_en": "Okay, which company's do you take and what is your brand?",
      "text_native": "अच्छा, कौनसे कंपनी का लेते हो और ब्रांड कौनसा रहता है आपका?"
    }
  ],
  "steps": [
    {
      "ucid": "34972178964203611",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Hello, Mr. Tushar sir from Shape Decor? ... Tushar ji, this is Sudhir calling from JSW One MSME.",
      "comment": "Agent greeted, used the customer's name, and identified JSW, with the customer's engagement implying permission."
    },
    {
      "ucid": "34972178964203611",
      "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 referencing a past requirement which the customer immediately shut down."
    },
    {
      "ucid": "34972178964203611",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Where do you get it from now, sir? ... which company's do you take and what is your brand?",
      "comment": "Agent only asked about the current supplier (1 of 6 questions), which is below the threshold for a partial pass."
    },
    {
      "ucid": "34972178964203611",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no meaningful discovery was completed."
    },
    {
      "ucid": "34972178964203611",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So you don't have a requirement now.",
      "comment": "Agent asked if a requirement exists, but failed to capture any specific details (grade, qty) after the customer confirmed they are still buying."
    },
    {
      "ucid": "34972178964203611",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with no next step proposed or committed."
    }
  ],
  "objections": [
    {
      "ucid": "34972178964203611",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "There is a requirement, but we are purchasing from another place now.",
      "response": "You are doing it from another place? Where do you get it from now, sir?"
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}