{
  "ucid": "21112178582765051",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 12:44:10",
  "end_time": "1899-12-30 12:45:27",
  "duration_sec": 77,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5b0d9390580152e0afd845ba248fc2ba.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 143,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178582765051__DIA5b0d9390580152e0afd845ba248fc2ba.mp3",
  "audio_bytes": 174744,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 58.248,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हलो?)\n[1s] AGENT: Hello?   (हलो?)\n[2s] CUSTOMER: Yes?   (हांजी?)\n[3s] AGENT: Yeah, are you speaking from Viggo Steel?   (Yeah, Viggo Steel से बात कर रहे हैं आप?)\n[5s] CUSTOMER: Yes.   (हांजी।)\n[5s] AGENT: Yeah, I am Abdul speaking, ma'am, from JSW One.   (Yeah, मैं अब्दुल बात कर रहा हूं मैम, JSW One से।)\n[8s] CUSTOMER: Yes, tell me.   (हांजी, बोलिए।)\n[8s] AGENT: Your company was registered, that's why I called. I am from HR, CR, steel. Last time it was discussed that you in steel, in HR, CR   (आपकी कंपनी registered थी इसके लिए मैं फोन किया था। मैं HR, CR, steel से हूं। पिछली बार हुआ था कि आपको steel में HR, CR में)\n[13s] CUSTOMER: We have put in the requirement but no one completes it and no one calls back either.   (हमने requirement डाली है बट कोई complete नहीं करता और ना ही दोबारा callback करता है।)\n[16s] AGENT: No, it's not like that. It will get completed, no problem.   (नहीं, ऐसा नहीं है। Complete-umplete हो ही जाएगा, कोई दिक्कत नहीं है।)\n[18s] CUSTOMER: No, it doesn't happen, sir. It has happened so many times. Not once, it has happened many times. So many times a call comes, so many times you people ask for the requirement, after that you don't even call back, nor do you do anything.   (नहीं हो, नहीं होता है सर। कितनी बार हो गया। एक बार नहीं हुआ, बहोत बार हो गया। कितनी बार call आता है, कितनी बार आप लोग requirement पूछते हो, उसके बाद callback भी नहीं करते हो, ना कुछ करते हो।)\n[25s] AGENT: No, it's not like that. I am sending you a WhatsApp message, okay? From my personal number. You send me the query there.   (नहीं, ऐसा नहीं है। मैं आपको WhatsApp message कर दे रहा हूं, ठीक है? Personal number से। आप मुझे query भेज दीजिए वहां पे।)\n[29s] CUSTOMER: It's not about that, sir. I am telling you, my husband's, my husband has also spoken so many times. You people have also taken his number but no one ever calls back. You just say that you will call back but you don't.   (It's not about that, sir. मैं बता तो रही हूं, मेरे husband का, husband ने भी कितनी बार बात की है। उनका नंबर भी आप लोग ले चुके हो बट callback कोई करता ही नहीं है। सिर्फ कह देते हो हम callback करते हैं पर करते तो हो नहीं हो।)\n[38s] AGENT: Okay ma'am, no problem. Okay?   (ठीक है मैम, कोई बात नहीं। ठीक है?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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 raises a strong complaint about past service, first acknowledge their frustration before trying to solve it, instead of being defensive ('No, it's not like that').",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead from Viggo Steel, but the call was immediately derailed by the customer's strong complaint about past service failures where requirements were submitted but never followed up on. The agent's attempts to handle the complaint were defensive and ineffective. The call ended without any discovery or a firm next step, with the agent asking the customer to send the query again via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; the customer immediately interrupted with a service complaint.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was entirely focused on the customer's past service complaint.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for the details of the customer's requirement on the call, despite the customer mentioning one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The proposed next step ('You send me the query') was not a committed action and placed the onus back on the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a strong complaint about past service, first acknowledge their frustration before trying to solve it, instead of being defensive ('No, it's not like that').\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"We have put in the requirement but no one completes it and no one calls back either.\", \"response\": \"No, it's not like that. It will get completed, no problem.\"}], \"call_summary\": \"The agent contacted a lead from Viggo Steel, but the call was immediately derailed by the customer's strong complaint about past service failures where requirements were submitted but never followed up on. The agent's attempts to handle the complaint were defensive and ineffective. The call ended without any discovery or a firm next step, with the agent asking the customer to send the query again via WhatsApp.\"}",
  "error": null,
  "latency_ms": 44930,
  "input_tokens": 3213,
  "output_tokens": 773,
  "created_at": "2026-09-25 10:53:41",
  "sentiment": "negative",
  "sentiment_score": -0.474,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 8,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.444,
  "agent_talk_sec": 15.4,
  "customer_talk_sec": 19.3,
  "dead_air_sec": 42.3,
  "longest_monologue_sec": 4.4,
  "agent_wpm": 319.5,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 4,
  "words_agent": 82,
  "words_customer": 111,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178582765051",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.57,
      "end_s": 0.97,
      "text_en": "Hello?",
      "text_native": "हलो?"
    },
    {
      "ucid": "21112178582765051",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.39,
      "end_s": 1.71,
      "text_en": "Hello?",
      "text_native": "हलो?"
    },
    {
      "ucid": "21112178582765051",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.08,
      "end_s": 2.38,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178582765051",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.68,
      "end_s": 4.28,
      "text_en": "Yeah, are you speaking from Viggo Steel?",
      "text_native": "Yeah, Viggo Steel से बात कर रहे हैं आप?"
    },
    {
      "ucid": "21112178582765051",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.56,
      "end_s": 4.86,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178582765051",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.09,
      "end_s": 7.19,
      "text_en": "Yeah, I am Abdul speaking, ma'am, from JSW One.",
      "text_native": "Yeah, मैं अब्दुल बात कर रहा हूं मैम, JSW One से।"
    },
    {
      "ucid": "21112178582765051",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.57,
      "end_s": 8.07,
      "text_en": "Yes, tell me.",
      "text_native": "हांजी, बोलिए।"
    },
    {
      "ucid": "21112178582765051",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.17,
      "end_s": 12.57,
      "text_en": "Your company was registered, that's why I called. I am from HR, CR, steel. Last time it was discussed that you in steel, in HR, CR",
      "text_native": "आपकी कंपनी registered थी इसके लिए मैं फोन किया था। मैं HR, CR, steel से हूं। पिछली बार हुआ था कि आपको steel में HR, CR में"
    },
    {
      "ucid": "21112178582765051",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.57,
      "end_s": 15.87,
      "text_en": "We have put in the requirement but no one completes it and no one calls back either.",
      "text_native": "हमने requirement डाली है बट कोई complete नहीं करता और ना ही दोबारा callback करता है।"
    },
    {
      "ucid": "21112178582765051",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.29,
      "end_s": 18.29,
      "text_en": "No, it's not like that. It will get completed, no problem.",
      "text_native": "नहीं, ऐसा नहीं है। Complete-umplete हो ही जाएगा, कोई दिक्कत नहीं है।"
    },
    {
      "ucid": "21112178582765051",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.39,
      "end_s": 25.09,
      "text_en": "No, it doesn't happen, sir. It has happened so many times. Not once, it has happened many times. So many times a call comes, so many times you people ask for the requirement, after that you don't even call back, nor do you do anything.",
      "text_native": "नहीं हो, नहीं होता है सर। कितनी बार हो गया। एक बार नहीं हुआ, बहोत बार हो गया। कितनी बार call आता है, कितनी बार आप लोग requirement पूछते हो, उसके बाद callback भी नहीं करते हो, ना कुछ करते हो।"
    },
    {
      "ucid": "21112178582765051",
      "idx": 11,
      "speaker": "agent",
      "start_s": 25.4,
      "end_s": 29.0,
      "text_en": "No, it's not like that. I am sending you a WhatsApp message, okay? From my personal number. You send me the query there.",
      "text_native": "नहीं, ऐसा नहीं है। मैं आपको WhatsApp message कर दे रहा हूं, ठीक है? Personal number से। आप मुझे query भेज दीजिए वहां पे।"
    },
    {
      "ucid": "21112178582765051",
      "idx": 12,
      "speaker": "customer",
      "start_s": 29.0,
      "end_s": 36.8,
      "text_en": "It's not about that, sir. I am telling you, my husband's, my husband has also spoken so many times. You people have also taken his number but no one ever calls back. You just say that you will call back but you don't.",
      "text_native": "It's not about that, sir. मैं बता तो रही हूं, मेरे husband का, husband ने भी कितनी बार बात की है। उनका नंबर भी आप लोग ले चुके हो बट callback कोई करता ही नहीं है। सिर्फ कह देते हो हम callback करते हैं पर करते तो हो नहीं हो।"
    },
    {
      "ucid": "21112178582765051",
      "idx": 13,
      "speaker": "agent",
      "start_s": 37.6,
      "end_s": 39.0,
      "text_en": "Okay ma'am, no problem. Okay?",
      "text_native": "ठीक है मैम, कोई बात नहीं। ठीक है?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178582765051",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and company but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178582765051",
      "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 deliver a hook; the customer immediately interrupted with a service complaint."
    },
    {
      "ucid": "21112178582765051",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the call was entirely focused on the customer's past service complaint."
    },
    {
      "ucid": "21112178582765051",
      "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 conducted."
    },
    {
      "ucid": "21112178582765051",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for the details of the customer's requirement on the call, despite the customer mentioning one."
    },
    {
      "ucid": "21112178582765051",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The proposed next step ('You send me the query') was not a committed action and placed the onus back on the customer."
    }
  ],
  "objections": [
    {
      "ucid": "21112178582765051",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "We have put in the requirement but no one completes it and no one calls back either.",
      "response": "No, it's not like that. It will get completed, no problem."
    }
  ],
  "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": []
}