{
  "ucid": "21112178576099321",
  "call_date": "2026-08-03",
  "start_time": "1899-12-30 18:13:13",
  "end_time": "1899-12-30 18:14:39",
  "duration_sec": 86,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa5a6971a781f84394ac2fe1ce4b1c838.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 153,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178576099321__DIAa5a6971a781f84394ac2fe1ce4b1c838.mp3",
  "audio_bytes": 146232,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 48.744,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello?\n[3s] CUSTOMER: Yes sir.   (हां सर।)\n[4s] AGENT: Uh Ramkrishna sir?   (अह रामकृष्ण सर?)\n[5s] CUSTOMER: Yes sir, tell me.   (हां सर, बोलिए ना।)\n[6s] AGENT: Uh sir, hello, I am speaking from JSW One, sir.   (अह सर नमस्ते, JSW One से बात कर रहा हूं सर मैं।)\n[8s] CUSTOMER: Yes, tell me, tell me sir.   (हां बोलिए ना, बोलिए ना सर।)\n[10s] AGENT: Sir, are you looking for any requirement this month for HR coil etc.?   (सर कुछ requirement में देख रहे हैं सर ये month में HR coil वगेरा के लिए?)\n[13s] CUSTOMER: As of now, there is nothing, sir.   (फिलहाल तो नहीं है सर जी कुछ।)\n[15s] AGENT: Okay, so is there any opening, any chance in the next ten-fifteen days, sir?   (अच्छा, तो कुछ opening अभी दस पंद्रह दिन में कुछ chances है सर?)\n[18s] CUSTOMER: There are chances.   (Chances तो है।)\n[19s] CUSTOMER: Do one thing, yes, uh, you send this and keep it on WhatsApp. I will, yes, I will put the quantity for you.   (एक काम हां अह आप WhatsApp पे ये रख के भेज के रखिए। मैं आपको मैं हां मैं quantity डाल देता हूं आपको।)\n[23s] AGENT: Absolutely sir, I will put it on WhatsApp for you.   (बिलकुल सर, मैं आपको WhatsApp पे डाल देता हूं।)\n[25s] CUSTOMER: I'll take the best rate.   (Best rate ले लेता हूं।)\n[26s] AGENT: Okay. No no, absolutely sir, no issue. You put it, I will give the quotation.   (Okay. नहीं नहीं बिलकुल सर, कोई issue नहीं। आप डालिए मैं देता हूं quotation।)\n[29s] CUSTOMER: Okay, okay.   (ठीक ठीक।)\n[30s] AGENT: Okay sir, thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: Some background office chatter is present but does not significantly impede transcription.",
  "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": 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 the customer asks for a quote via WhatsApp, use that as your opening to ask discovery questions on the call, for example: 'Sir, to give you the best rate, I just need to understand your specific grade and application.'",
  "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 called to inquire about HR coil requirements. The customer stated there was no immediate need but indicated a possibility in the next 10-15 days. The customer then directed the agent to send a WhatsApp message, promising to reply with the quantity needed for a quote. The agent agreed and ended the call without conducting any discovery or pitching.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a hook, instead opening with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the six discovery questions to understand the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, are you looking for any requirement this month for HR coil etc.?\", \"comment\": \"The agent asked about a requirement but failed to capture any specific details (grade, size, qty) when the customer indicated a future possibility.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"You put it, I will give the quotation.\", \"comment\": \"The agent and customer agreed on a clear next step: customer to send quantity on WhatsApp, agent to provide a quotation.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer asks for a quote via WhatsApp, use that as your opening to ask discovery questions on the call, for example: 'Sir, to give you the best rate, I just need to understand your specific grade and application.'\", \"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\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"you send this and keep it on WhatsApp. I will, yes, I will put the quantity for you.\", \"response\": \"Absolutely sir, I will put it on WhatsApp for you.\"}], \"call_summary\": \"The agent called to inquire about HR coil requirements. The customer stated there was no immediate need but indicated a possibility in the next 10-15 days. The customer then directed the agent to send a WhatsApp message, promising to reply with the quantity needed for a quote. The agent agreed and ended the call without conducting any discovery or pitching.\"}",
  "error": null,
  "latency_ms": 27710,
  "input_tokens": 3034,
  "output_tokens": 819,
  "created_at": "2026-09-25 10:54:12",
  "sentiment": "positive",
  "sentiment_score": 0.36,
  "sentiment_confidence": "high",
  "pos": 7,
  "neg": 1,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.596,
  "agent_talk_sec": 14.9,
  "customer_talk_sec": 10.1,
  "dead_air_sec": 61.0,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 285.9,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 4,
  "words_agent": 71,
  "words_customer": 52,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178576099321",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.89,
      "end_s": 2.49,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178576099321",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.69,
      "end_s": 3.19,
      "text_en": "Yes sir.",
      "text_native": "हां सर।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.59,
      "end_s": 4.59,
      "text_en": "Uh Ramkrishna sir?",
      "text_native": "अह रामकृष्ण सर?"
    },
    {
      "ucid": "21112178576099321",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 5.58,
      "text_en": "Yes sir, tell me.",
      "text_native": "हां सर, बोलिए ना।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 8.08,
      "text_en": "Uh sir, hello, I am speaking from JSW One, sir.",
      "text_native": "अह सर नमस्ते, JSW One से बात कर रहा हूं सर मैं।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.28,
      "end_s": 9.28,
      "text_en": "Yes, tell me, tell me sir.",
      "text_native": "हां बोलिए ना, बोलिए ना सर।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.59,
      "end_s": 12.59,
      "text_en": "Sir, are you looking for any requirement this month for HR coil etc.?",
      "text_native": "सर कुछ requirement में देख रहे हैं सर ये month में HR coil वगेरा के लिए?"
    },
    {
      "ucid": "21112178576099321",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.2,
      "end_s": 14.5,
      "text_en": "As of now, there is nothing, sir.",
      "text_native": "फिलहाल तो नहीं है सर जी कुछ।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.83,
      "end_s": 17.53,
      "text_en": "Okay, so is there any opening, any chance in the next ten-fifteen days, sir?",
      "text_native": "अच्छा, तो कुछ opening अभी दस पंद्रह दिन में कुछ chances है सर?"
    },
    {
      "ucid": "21112178576099321",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.09,
      "end_s": 19.0,
      "text_en": "There are chances.",
      "text_native": "Chances तो है।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.0,
      "end_s": 23.0,
      "text_en": "Do one thing, yes, uh, you send this and keep it on WhatsApp. I will, yes, I will put the quantity for you.",
      "text_native": "एक काम हां अह आप WhatsApp पे ये रख के भेज के रखिए। मैं आपको मैं हां मैं quantity डाल देता हूं आपको।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.0,
      "end_s": 24.88,
      "text_en": "Absolutely sir, I will put it on WhatsApp for you.",
      "text_native": "बिलकुल सर, मैं आपको WhatsApp पे डाल देता हूं।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 12,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 25.88,
      "text_en": "I'll take the best rate.",
      "text_native": "Best rate ले लेता हूं।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 13,
      "speaker": "agent",
      "start_s": 25.98,
      "end_s": 28.58,
      "text_en": "Okay. No no, absolutely sir, no issue. You put it, I will give the quotation.",
      "text_native": "Okay. नहीं नहीं बिलकुल सर, कोई issue नहीं। आप डालिए मैं देता हूं quotation।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.8,
      "end_s": 29.5,
      "text_en": "Okay, okay.",
      "text_native": "ठीक ठीक।"
    },
    {
      "ucid": "21112178576099321",
      "idx": 15,
      "speaker": "agent",
      "start_s": 29.8,
      "end_s": 30.8,
      "text_en": "Okay sir, thank you.",
      "text_native": "Okay sir, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178576099321",
      "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, jumping directly into a requirement question."
    },
    {
      "ucid": "21112178576099321",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not deliver a hook, instead opening with a direct question about requirements."
    },
    {
      "ucid": "21112178576099321",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the six discovery questions to understand the customer's business or needs."
    },
    {
      "ucid": "21112178576099321",
      "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 discovery was done to identify customer needs."
    },
    {
      "ucid": "21112178576099321",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, are you looking for any requirement this month for HR coil etc.?",
      "comment": "The agent asked about a requirement but failed to capture any specific details (grade, size, qty) when the customer indicated a future possibility."
    },
    {
      "ucid": "21112178576099321",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "You put it, I will give the quotation.",
      "comment": "The agent and customer agreed on a clear next step: customer to send quantity on WhatsApp, agent to provide a quotation."
    }
  ],
  "objections": [
    {
      "ucid": "21112178576099321",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "you send this and keep it on WhatsApp. I will, yes, I will put the quantity for you.",
      "response": "Absolutely sir, I will put it on WhatsApp for you."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}