{
  "ucid": "21112178583559511",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 14:56:35",
  "end_time": "1899-12-30 14:57:53",
  "duration_sec": 78,
  "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/DIA8dbb9334505fffba3f9179279e4fe1aa.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 145,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178583559511__DIA8dbb9334505fffba3f9179279e4fe1aa.mp3",
  "audio_bytes": 140184,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 46.728,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] UNKNOWN: Hello, this is Navin speaking.   (हैलो, दिस इज नवीन बात कर रहे हैं।)\n[3s] CUSTOMER: Hello.   (हैलो।)\n[4s] AGENT: Yes, are you speaking from Kuber Ispat, sir?   (जी, आप कुबेर इस्पात से बात कर रहे हैं सर?)\n[5s] CUSTOMER: Yes, I am speaking.   (हांजी, मैं बोल रहा हूं जी।)\n[7s] AGENT: I am Abdul speaking, sir, from JSW.   (मैं अब्दुल बात कर रहा हूं सर, JSW से।)\n[9s] CUSTOMER: Yes.   (हांजी।)\n[9s] AGENT: Your company was registered, that's why I called. Do you have any requirement for steel?   (आपकी कंपनी रजिस्टर्ड था इसीलिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या स्टील में?)\n[12s] CUSTOMER: Sir, your voice is a bit low.   (सर आपकी आवाज कम आ रही है जी।)\n[14s] AGENT: Hello. Do you have a requirement for steel, sir, in steel?   (हैलो। स्टील की रिक्वायरमेंट है क्या सर आपको स्टील में?)\n[17s] CUSTOMER: Yes, I do have it.   (हांजी, रहता है जी।)\n[18s] AGENT: I... I had spoken to you in July but you didn't close it.   (आपको मैं, आपसे मेरी बात हुई थी July में बट आपने क्लोज नहीं किया था।)\n[21s] CUSTOMER: Yes?   (हांजी?)\n[22s] AGENT: I had spoken to you in July.   (आपसे मेरी बात हुई थी July में।)\n[23s] CUSTOMER: Okay.   (ठीक है जी।)\n[24s] AGENT: I had quoted you the rate and all, but you didn't give any response after that, sir.   (आपको रेट वगेरा कोट किया था बट आपने सर कुछ रिस्पॉन्स नहीं किया था उसके बाद।)\n[27s] CUSTOMER: Yes, your rate is equal to the market rate or even a little higher than that, so then   (हां, आपका रेट मार्केट रेट के बराबर है या उससे भी थोड़ा ज्यादा ही होता है तो फिर)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: The agent's voice is slightly low at times, as noted by the customer.",
  "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": 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 confirms they have a requirement, you must immediately move to discovery and qualification questions instead of discussing past interactions.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent re-contacted a previous lead and asked if they had a steel requirement. The customer confirmed they did, but instead of qualifying the need, the agent referenced a prior interaction. This prompted the customer to state that JSW's price was too high, and the call ended without the agent handling the objection or setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and JSW but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening with a generic requirement check.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked 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 conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have a requirement for steel, sir, in steel?\", \"comment\": \"Agent asked if a requirement exists but failed to capture any details (grade, qty, etc.) when the customer said yes.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly after a customer objection, with no next step proposed by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer confirms they have a requirement, you must immediately move to discovery and qualification questions instead of discussing past interactions.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"raised\", \"evidence\": \"your rate is equal to the market rate or even a little higher than that, so then\", \"response\": \"\"}], \"call_summary\": \"The agent re-contacted a previous lead and asked if they had a steel requirement. The customer confirmed they did, but instead of qualifying the need, the agent referenced a prior interaction. This prompted the customer to state that JSW's price was too high, and the call ended without the agent handling the objection or setting a next step.\"}",
  "error": null,
  "latency_ms": 33839,
  "input_tokens": 3044,
  "output_tokens": 739,
  "created_at": "2026-09-25 10:53:38",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.639,
  "agent_talk_sec": 15.2,
  "customer_talk_sec": 8.6,
  "dead_air_sec": 54.2,
  "longest_monologue_sec": 2.9,
  "agent_wpm": 307.9,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 78,
  "words_customer": 38,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178583559511",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.87,
      "end_s": 2.01,
      "text_en": "Hello, this is Navin speaking.",
      "text_native": "हैलो, दिस इज नवीन बात कर रहे हैं।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.51,
      "end_s": 2.87,
      "text_en": "Hello.",
      "text_native": "हैलो।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.5,
      "end_s": 5.2,
      "text_en": "Yes, are you speaking from Kuber Ispat, sir?",
      "text_native": "जी, आप कुबेर इस्पात से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178583559511",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 6.08,
      "text_en": "Yes, I am speaking.",
      "text_native": "हांजी, मैं बोल रहा हूं जी।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.53,
      "end_s": 8.3,
      "text_en": "I am Abdul speaking, sir, from JSW.",
      "text_native": "मैं अब्दुल बात कर रहा हूं सर, JSW से।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.0,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 12.0,
      "text_en": "Your company was registered, that's why I called. Do you have any requirement for steel?",
      "text_native": "आपकी कंपनी रजिस्टर्ड था इसीलिए फोन किया था मैंने। कुछ रिक्वायरमेंट है क्या स्टील में?"
    },
    {
      "ucid": "21112178583559511",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 13.6,
      "text_en": "Sir, your voice is a bit low.",
      "text_native": "सर आपकी आवाज कम आ रही है जी।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.1,
      "end_s": 16.3,
      "text_en": "Hello. Do you have a requirement for steel, sir, in steel?",
      "text_native": "हैलो। स्टील की रिक्वायरमेंट है क्या सर आपको स्टील में?"
    },
    {
      "ucid": "21112178583559511",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.9,
      "end_s": 17.9,
      "text_en": "Yes, I do have it.",
      "text_native": "हांजी, रहता है जी।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.4,
      "end_s": 20.9,
      "text_en": "I... I had spoken to you in July but you didn't close it.",
      "text_native": "आपको मैं, आपसे मेरी बात हुई थी July में बट आपने क्लोज नहीं किया था।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.1,
      "end_s": 21.5,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178583559511",
      "idx": 12,
      "speaker": "agent",
      "start_s": 21.7,
      "end_s": 23.1,
      "text_en": "I had spoken to you in July.",
      "text_native": "आपसे मेरी बात हुई थी July में।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 13,
      "speaker": "customer",
      "start_s": 23.4,
      "end_s": 23.9,
      "text_en": "Okay.",
      "text_native": "ठीक है जी।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 14,
      "speaker": "agent",
      "start_s": 23.9,
      "end_s": 26.8,
      "text_en": "I had quoted you the rate and all, but you didn't give any response after that, sir.",
      "text_native": "आपको रेट वगेरा कोट किया था बट आपने सर कुछ रिस्पॉन्स नहीं किया था उसके बाद।"
    },
    {
      "ucid": "21112178583559511",
      "idx": 15,
      "speaker": "customer",
      "start_s": 27.4,
      "end_s": 30.9,
      "text_en": "Yes, your rate is equal to the market rate or even a little higher than that, so then",
      "text_native": "हां, आपका रेट मार्केट रेट के बराबर है या उससे भी थोड़ा ज्यादा ही होता है तो फिर"
    }
  ],
  "steps": [
    {
      "ucid": "21112178583559511",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and JSW but did not ask for permission to speak."
    },
    {
      "ucid": "21112178583559511",
      "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 opening with a generic requirement check."
    },
    {
      "ucid": "21112178583559511",
      "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 to understand the customer's business or needs."
    },
    {
      "ucid": "21112178583559511",
      "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": "21112178583559511",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have a requirement for steel, sir, in steel?",
      "comment": "Agent asked if a requirement exists but failed to capture any details (grade, qty, etc.) when the customer said yes."
    },
    {
      "ucid": "21112178583559511",
      "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 after a customer objection, with no next step proposed by the agent."
    }
  ],
  "objections": [
    {
      "ucid": "21112178583559511",
      "obj_type": "price",
      "state": "raised",
      "evidence": "your rate is equal to the market rate or even a little higher than that, so then",
      "response": ""
    }
  ],
  "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": []
}