{
  "ucid": "21112178582806441",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 12:51:04",
  "end_time": "1899-12-30 12:52:25",
  "duration_sec": 81,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA61ac0e641ded677e93d4193ce18178c4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 148,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178582806441__DIA61ac0e641ded677e93d4193ce18178c4.mp3",
  "audio_bytes": 186840,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 62.28,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello.   (हॅलो.)\n[3s] CUSTOMER: Yes.   (जी.)\n[3s] AGENT: Yeah, am I speaking with Rohit Steel Trading Company, sir?   (या, रोहित स्टील ट्रेडिंग कंपनी से बात कर रहे हैं सर?)\n[5s] CUSTOMER: Yes.   (हां जी।)\n[5s] AGENT: Yeah, hello. This is Abdul speaking, sir, from JSW.   (या, नमस्कार। अब्दुल बात कर रहा हूं सर मैं JSW से।)\n[8s] CUSTOMER: Yes, speak, Abdul.   (हां जी, बोलिए अब्दुल।)\n[9s] AGENT: Uh, do you have any requirement for steel, sir? I had called you for that, for HR, CR.   (अह, कुछ रिक्वायरमेंट है क्या सर स्टील में? उसके लिए फोन किया था मैं आपको HR, CR में।)\n[12s] CUSTOMER: Boss, I've taken a quote from you two-four times, your prices are always higher than SAIL's. So why would we buy from you at a higher price?   (बॉस, दो-चार बार आपसे कोट लिया, आपके प्राइस SAIL से ज्यादा ही होते हैं। तो ज्यादा प्राइस पे क्यों लेंगे हम आपसे?)\n[17s] AGENT: Okay, SAIL, do you compare with SAIL, sir?   (अच्छा, SAIL, SAIL से कंपेयर करते हैं क्या सर आप?)\n[19s] CUSTOMER: Yes.   (हां।)\n[19s] AGENT: Yes, it's a bit higher than SAIL, sir, what you're saying is correct. Mine is a little above SAIL, sir, this JSW's.   (हां, SAIL से थोड़ा रहता है सर, बात तो आपका सही है। मेरा थोड़ा SAIL से ऊपर रहता है सर ये JSW का।)\n[23s] CUSTOMER: There's no reason to pay more, why should I?   (रीजन नहीं है ना ज्यादा पैसे देने का, क्यों दूं मैं?)\n[26s] AGENT: Hmm.   (हम्म।)\n[26s] AGENT: So should I give you SAIL at that rate? I can also provide SAIL to you if you say so.   (तो मैं SAIL दे दूं आपको रेट में? SAIL भी मैं प्रोवाइड करा सकता हूं आपको अगर आप बोलेंगे तो।)\n[29s] CUSTOMER: Man, you'll provide it at the same rate, but then after that you also ask for extra freight, that costs us.   (अबे same rate पे प्रोवाइड करा दोगे, फिर उसके बाद freight भी आप extra मांगते हो, वो हमारे को cost देता है।)\n[32s] AGENT: Hmm.   (हम्म।)\n[33s] CUSTOMER: Okay?   (ठीक है?)\n[35s] AGENT: No sir, I will try. If you say so, I can work hard on it, no issue if you say so.   (नहीं सर, मैं ट्राई करूंगा। अगर आप बोलेंगे तो मैं मेहनत कर सकता हूं, कोई इशू नहीं अगर आप बोलेंगे तो।)\n[38s] CUSTOMER: Do it. Whatever the next requirement is, we will let you know.   (करो। Next जो भी रिक्वायरमेंट हो, बता देंगे आपको।)\n[40s] AGENT: Yes.   (जी।)\n[41s] CUSTOMER: Okay?   (ठीक है?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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 objects that our price is higher than a competitor's, do not agree with them; instead, pivot to understanding their total landed cost and offer a trial order to prove our value on quality and service.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a steel trader who immediately objected that JSW's prices are consistently higher than SAIL's. The agent agreed that JSW's price is higher and offered to source SAIL for the customer. The call ended after the customer gave a vague promise to share future requirements, with no concrete next steps established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook, instead opening with a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Okay, SAIL, do you compare with SAIL, sir?\", \"comment\": \"Agent only asked about the competitor (SAIL) in response to an objection, and did not attempt any other discovery.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; agent instead agreed with the customer that JSW is more expensive.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked a generic requirement question but did not qualify a specific need or capture any details.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague brush-off from the customer, with no specific next step committed by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer objects that our price is higher than a competitor's, do not agree with them; instead, pivot to understanding their total landed cost and offer a trial order to prove our value on quality and service.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Boss, I've taken a quote from you two-four times, your prices are always higher than SAIL's. So why would we buy from you at a higher price?\", \"response\": \"Yes, it's a bit higher than SAIL, sir, what you're saying is correct. Mine is a little above SAIL, sir, this JSW's.\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"...your prices are always higher than SAIL's.\", \"response\": \"So should I give you SAIL at that rate? I can also provide SAIL to you if you say so.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Whatever the next requirement is, we will let you know.\", \"response\": \"Yes.\"}], \"call_summary\": \"The agent contacted a steel trader who immediately objected that JSW's prices are consistently higher than SAIL's. The agent agreed that JSW's price is higher and offered to source SAIL for the customer. The call ended after the customer gave a vague promise to share future requirements, with no concrete next steps established.\"}",
  "error": null,
  "latency_ms": 40540,
  "input_tokens": 3303,
  "output_tokens": 955,
  "created_at": "2026-09-25 10:53:53",
  "sentiment": "positive",
  "sentiment_score": 0.247,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.551,
  "agent_talk_sec": 19.0,
  "customer_talk_sec": 15.5,
  "dead_air_sec": 46.5,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 353.7,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 11,
  "discovery_qs": 4,
  "words_agent": 112,
  "words_customer": 79,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178582806441",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.89,
      "end_s": 1.29,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178582806441",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.86,
      "end_s": 2.26,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178582806441",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.56,
      "end_s": 2.76,
      "text_en": "Yes.",
      "text_native": "जी."
    },
    {
      "ucid": "21112178582806441",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 4.58,
      "text_en": "Yeah, am I speaking with Rohit Steel Trading Company, sir?",
      "text_native": "या, रोहित स्टील ट्रेडिंग कंपनी से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178582806441",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.83,
      "end_s": 5.17,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.38,
      "end_s": 7.38,
      "text_en": "Yeah, hello. This is Abdul speaking, sir, from JSW.",
      "text_native": "या, नमस्कार। अब्दुल बात कर रहा हूं सर मैं JSW से।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.66,
      "end_s": 8.48,
      "text_en": "Yes, speak, Abdul.",
      "text_native": "हां जी, बोलिए अब्दुल।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.7,
      "end_s": 11.68,
      "text_en": "Uh, do you have any requirement for steel, sir? I had called you for that, for HR, CR.",
      "text_native": "अह, कुछ रिक्वायरमेंट है क्या सर स्टील में? उसके लिए फोन किया था मैं आपको HR, CR में।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 16.5,
      "text_en": "Boss, I've taken a quote from you two-four times, your prices are always higher than SAIL's. So why would we buy from you at a higher price?",
      "text_native": "बॉस, दो-चार बार आपसे कोट लिया, आपके प्राइस SAIL से ज्यादा ही होते हैं। तो ज्यादा प्राइस पे क्यों लेंगे हम आपसे?"
    },
    {
      "ucid": "21112178582806441",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.82,
      "end_s": 18.46,
      "text_en": "Okay, SAIL, do you compare with SAIL, sir?",
      "text_native": "अच्छा, SAIL, SAIL से कंपेयर करते हैं क्या सर आप?"
    },
    {
      "ucid": "21112178582806441",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.52,
      "end_s": 18.78,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.24,
      "end_s": 22.54,
      "text_en": "Yes, it's a bit higher than SAIL, sir, what you're saying is correct. Mine is a little above SAIL, sir, this JSW's.",
      "text_native": "हां, SAIL से थोड़ा रहता है सर, बात तो आपका सही है। मेरा थोड़ा SAIL से ऊपर रहता है सर ये JSW का।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.1,
      "end_s": 25.08,
      "text_en": "There's no reason to pay more, why should I?",
      "text_native": "रीजन नहीं है ना ज्यादा पैसे देने का, क्यों दूं मैं?"
    },
    {
      "ucid": "21112178582806441",
      "idx": 13,
      "speaker": "agent",
      "start_s": 25.8,
      "end_s": 26.1,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 14,
      "speaker": "agent",
      "start_s": 26.3,
      "end_s": 29.18,
      "text_en": "So should I give you SAIL at that rate? I can also provide SAIL to you if you say so.",
      "text_native": "तो मैं SAIL दे दूं आपको रेट में? SAIL भी मैं प्रोवाइड करा सकता हूं आपको अगर आप बोलेंगे तो।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 15,
      "speaker": "customer",
      "start_s": 29.4,
      "end_s": 32.5,
      "text_en": "Man, you'll provide it at the same rate, but then after that you also ask for extra freight, that costs us.",
      "text_native": "अबे same rate पे प्रोवाइड करा दोगे, फिर उसके बाद freight भी आप extra मांगते हो, वो हमारे को cost देता है।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 16,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 32.8,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 17,
      "speaker": "customer",
      "start_s": 33.0,
      "end_s": 34.5,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    },
    {
      "ucid": "21112178582806441",
      "idx": 18,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 38.0,
      "text_en": "No sir, I will try. If you say so, I can work hard on it, no issue if you say so.",
      "text_native": "नहीं सर, मैं ट्राई करूंगा। अगर आप बोलेंगे तो मैं मेहनत कर सकता हूं, कोई इशू नहीं अगर आप बोलेंगे तो।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 19,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 40.2,
      "text_en": "Do it. Whatever the next requirement is, we will let you know.",
      "text_native": "करो। Next जो भी रिक्वायरमेंट हो, बता देंगे आपको।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 20,
      "speaker": "agent",
      "start_s": 40.3,
      "end_s": 40.5,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178582806441",
      "idx": 21,
      "speaker": "customer",
      "start_s": 40.8,
      "end_s": 41.2,
      "text_en": "Okay?",
      "text_native": "ठीक है?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178582806441",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak before jumping into the reason for the call."
    },
    {
      "ucid": "21112178582806441",
      "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 hook, instead opening with a generic requirement question."
    },
    {
      "ucid": "21112178582806441",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Okay, SAIL, do you compare with SAIL, sir?",
      "comment": "Agent only asked about the competitor (SAIL) in response to an objection, and did not attempt any other discovery."
    },
    {
      "ucid": "21112178582806441",
      "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; agent instead agreed with the customer that JSW is more expensive."
    },
    {
      "ucid": "21112178582806441",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent asked a generic requirement question but did not qualify a specific need or capture any details."
    },
    {
      "ucid": "21112178582806441",
      "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 with a vague brush-off from the customer, with no specific next step committed by the agent."
    }
  ],
  "objections": [
    {
      "ucid": "21112178582806441",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Boss, I've taken a quote from you two-four times, your prices are always higher than SAIL's. So why would we buy from you at a higher price?",
      "response": "Yes, it's a bit higher than SAIL, sir, what you're saying is correct. Mine is a little above SAIL, sir, this JSW's."
    },
    {
      "ucid": "21112178582806441",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "...your prices are always higher than SAIL's.",
      "response": "So should I give you SAIL at that rate? I can also provide SAIL to you if you say so."
    },
    {
      "ucid": "21112178582806441",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Whatever the next requirement is, we will let you know.",
      "response": "Yes."
    }
  ],
  "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": []
}