{
  "ucid": "21112178583638061",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 15:09:40",
  "end_time": "1899-12-30 15:11:56",
  "duration_sec": 136,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb109765386eb92de67649b294a55e3d1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 193,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178583638061__DIAb109765386eb92de67649b294a55e3d1.mp3",
  "audio_bytes": 309312,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 103.104,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] CUSTOMER: Hello.   (हॅलो.)\n[3s] CUSTOMER: Iron Build Systems.\n[4s] CUSTOMER: Hello.   (हॅलो.)\n[5s] CUSTOMER: Iron Build Systems.\n[7s] AGENT: Vijay sir, I was calling from JSW One and JSW Steel Works Mumbai.   (विजय सर, मैं बोल रहा था JSW One and JSW Steel Works Mumbai से।)\n[12s] CUSTOMER: You?   (आप?)\n[12s] AGENT: JSW One and JSW Steel Works Mumbai.\n[14s] CUSTOMER: Yes yes, yes, speak.   (हां हां, हां जी, बोलिए।)\n[16s] AGENT: Um sir, I just wanted to know, sir, are you looking for any requirement in sheet metals, etc.?   (अं सर वही जानना था सर, कुछ requirement देख रहे हैं sheet metals वगेरा में?)\n[20s] CUSTOMER: For SS, are you saying MS?   (SS के लिए MS बोल रहे?)\n[22s] AGENT: MS MS sir, we don't do SS, sir.   (MS MS सर, SS नहीं करते सर हम।)\n[24s] CUSTOMER: What?   (क्या?)\n[24s] AGENT: We don't do SS, sir, we only do MS.   (SS नहीं करते सर, हम MS में ही करते हैं।)\n[27s] CUSTOMER: MS, okay.   (MS, अच्छा।)\n[28s] AGENT: No, the requirement is for MS only, sir.   (नहीं, MS का ही चाहिए रहता है सर requirement.)\n[31s] CUSTOMER: In between, I had made an inquiry, its offer didn't come.   (बीच में मैं एक inquiry किया था, उसका offer नहीं आया था।)\n[34s] AGENT: What what what? You had given an inquiry in between, then what happened?   (क्या क्या क्या? बीच में आपने inquiry दिया था, फिर क्या हुआ था?)\n[36s] CUSTOMER: I had actually made an inquiry with them.   (मैं actually इनका एक inquiry किया था।)\n[38s] AGENT: Yes.   (हां।)\n[39s] CUSTOMER: So the offer didn't come.   (तो offer नहीं आया था।)\n[41s] AGENT: Okay. You had given it for a second plate, right?   (ठीक है। Second plate का दिया था ना आपने?)\n[43s] CUSTOMER: Okay. No, at that time, sir, the material must have been out of stock then.   (अच्छा। नहीं, उस टाइम पे सर material out of stock होगा तभी।)\n[46s] CUSTOMER: What are your payment terms?   (Payment terms क्या रहता है आपका?)\n[48s] AGENT: Payment terms are advance.   (Payment terms advance रहते हैं।)\n[50s] CUSTOMER: Advance?\n[51s] AGENT: Yes.   (हां।)\n[52s] CUSTOMER: Can't it be on credit?   (Credit में नहीं हो सकता?)\n[53s] AGENT: Sorry?\n[54s] CUSTOMER: Can't it be on credit? Credit?   (Credit में नहीं हो सकता? Credit?)\n[55s] AGENT: No sir, it can't be on credit.   (नहीं सर, credit में नहीं हो सकता।)\n[57s] CUSTOMER: Yes.   (हां।)\n[58s] CUSTOMER: What is it, you must get a discount on advance payment? How much discount?   (क्या है, advance में discount तो मिलता होगा? कितना discount?)\n[61s] AGENT: Yes sir, it happens.   (हां सर, होता है ना।)\n[62s] CUSTOMER: Yes yes, so I will tell you, okay.   (हां हां, तो बताएंगे आपको मैं, चलो ना।)\n[64s] AGENT: Okay sir, if there is anything, let me know.   (ठीक है सर, कुछ रहता है तो बताइएगा।)\n[66s] CUSTOMER: Yes.   (हां जी।)\n[67s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 38,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on both sides, particularly the customer's, which slightly impacts clarity.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "38 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": "You must follow the call structure. After the opener, deliver the hook and then ask discovery questions to understand the customer's business before discussing requirements or payment terms.",
  "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 contacted a customer who recalled a previous inquiry that was never quoted. The customer immediately asked about payment terms and credit, which the agent shut down without explaining the policy. The agent failed to follow the pitch structure, conducting no discovery or pitching any benefits, and the call ended passively.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified themself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead immediately asked for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions; the customer drove the conversation about a past inquiry and payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was performed.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked for a requirement but did not capture any specific details (grade, thickness, etc.) as the customer did not provide one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No committed next step was set; the call ended with a passive 'let me know if there is anything'.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the call structure. After the opener, deliver the hook and then ask discovery questions to understand the customer's business before discussing requirements or payment terms.\", \"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\": \"credit\", \"state\": \"mishandled\", \"evidence\": \"Can't it be on credit? Credit?\", \"response\": \"No sir, it can't be on credit.\"}], \"call_summary\": \"The agent contacted a customer who recalled a previous inquiry that was never quoted. The customer immediately asked about payment terms and credit, which the agent shut down without explaining the policy. The agent failed to follow the pitch structure, conducting no discovery or pitching any benefits, and the call ended passively.\"}",
  "error": null,
  "latency_ms": 28199,
  "input_tokens": 3511,
  "output_tokens": 737,
  "created_at": "2026-09-25 10:57:45",
  "sentiment": "positive",
  "sentiment_score": 0.346,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.512,
  "agent_talk_sec": 24.9,
  "customer_talk_sec": 23.7,
  "dead_air_sec": 87.4,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 274.7,
  "interruptions": 0,
  "agent_turns": 16,
  "customer_turns": 22,
  "discovery_qs": 5,
  "words_agent": 114,
  "words_customer": 103,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178583638061",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.99,
      "end_s": 1.5,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178583638061",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.0,
      "end_s": 2.47,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178583638061",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.98,
      "text_en": "Iron Build Systems.",
      "text_native": "Iron Build Systems."
    },
    {
      "ucid": "21112178583638061",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.4,
      "end_s": 4.8,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178583638061",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.3,
      "end_s": 6.3,
      "text_en": "Iron Build Systems.",
      "text_native": "Iron Build Systems."
    },
    {
      "ucid": "21112178583638061",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.4,
      "end_s": 11.0,
      "text_en": "Vijay sir, I was calling from JSW One and JSW Steel Works Mumbai.",
      "text_native": "विजय सर, मैं बोल रहा था JSW One and JSW Steel Works Mumbai से।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.5,
      "end_s": 11.8,
      "text_en": "You?",
      "text_native": "आप?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 14.4,
      "text_en": "JSW One and JSW Steel Works Mumbai.",
      "text_native": "JSW One and JSW Steel Works Mumbai."
    },
    {
      "ucid": "21112178583638061",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 15.7,
      "text_en": "Yes yes, yes, speak.",
      "text_native": "हां हां, हां जी, बोलिए।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.0,
      "end_s": 19.3,
      "text_en": "Um sir, I just wanted to know, sir, are you looking for any requirement in sheet metals, etc.?",
      "text_native": "अं सर वही जानना था सर, कुछ requirement देख रहे हैं sheet metals वगेरा में?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 21.2,
      "text_en": "For SS, are you saying MS?",
      "text_native": "SS के लिए MS बोल रहे?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.6,
      "end_s": 23.3,
      "text_en": "MS MS sir, we don't do SS, sir.",
      "text_native": "MS MS सर, SS नहीं करते सर हम।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.6,
      "end_s": 23.9,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.2,
      "end_s": 26.2,
      "text_en": "We don't do SS, sir, we only do MS.",
      "text_native": "SS नहीं करते सर, हम MS में ही करते हैं।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.7,
      "end_s": 27.5,
      "text_en": "MS, okay.",
      "text_native": "MS, अच्छा।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 15,
      "speaker": "agent",
      "start_s": 28.5,
      "end_s": 30.3,
      "text_en": "No, the requirement is for MS only, sir.",
      "text_native": "नहीं, MS का ही चाहिए रहता है सर requirement."
    },
    {
      "ucid": "21112178583638061",
      "idx": 16,
      "speaker": "customer",
      "start_s": 30.8,
      "end_s": 33.2,
      "text_en": "In between, I had made an inquiry, its offer didn't come.",
      "text_native": "बीच में मैं एक inquiry किया था, उसका offer नहीं आया था।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 17,
      "speaker": "agent",
      "start_s": 33.6,
      "end_s": 35.8,
      "text_en": "What what what? You had given an inquiry in between, then what happened?",
      "text_native": "क्या क्या क्या? बीच में आपने inquiry दिया था, फिर क्या हुआ था?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 18,
      "speaker": "customer",
      "start_s": 36.0,
      "end_s": 37.8,
      "text_en": "I had actually made an inquiry with them.",
      "text_native": "मैं actually इनका एक inquiry किया था।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 19,
      "speaker": "agent",
      "start_s": 38.2,
      "end_s": 38.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 20,
      "speaker": "customer",
      "start_s": 39.1,
      "end_s": 39.9,
      "text_en": "So the offer didn't come.",
      "text_native": "तो offer नहीं आया था।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 21,
      "speaker": "agent",
      "start_s": 40.6,
      "end_s": 42.4,
      "text_en": "Okay. You had given it for a second plate, right?",
      "text_native": "ठीक है। Second plate का दिया था ना आपने?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 22,
      "speaker": "customer",
      "start_s": 43.4,
      "end_s": 46.2,
      "text_en": "Okay. No, at that time, sir, the material must have been out of stock then.",
      "text_native": "अच्छा। नहीं, उस टाइम पे सर material out of stock होगा तभी।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 23,
      "speaker": "customer",
      "start_s": 46.2,
      "end_s": 47.4,
      "text_en": "What are your payment terms?",
      "text_native": "Payment terms क्या रहता है आपका?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 24,
      "speaker": "agent",
      "start_s": 47.9,
      "end_s": 49.6,
      "text_en": "Payment terms are advance.",
      "text_native": "Payment terms advance रहते हैं।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 25,
      "speaker": "customer",
      "start_s": 50.2,
      "end_s": 50.6,
      "text_en": "Advance?",
      "text_native": "Advance?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 26,
      "speaker": "agent",
      "start_s": 51.0,
      "end_s": 51.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 27,
      "speaker": "customer",
      "start_s": 51.6,
      "end_s": 52.6,
      "text_en": "Can't it be on credit?",
      "text_native": "Credit में नहीं हो सकता?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 28,
      "speaker": "agent",
      "start_s": 53.1,
      "end_s": 53.4,
      "text_en": "Sorry?",
      "text_native": "Sorry?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 29,
      "speaker": "customer",
      "start_s": 53.7,
      "end_s": 54.9,
      "text_en": "Can't it be on credit? Credit?",
      "text_native": "Credit में नहीं हो सकता? Credit?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 30,
      "speaker": "agent",
      "start_s": 55.0,
      "end_s": 56.3,
      "text_en": "No sir, it can't be on credit.",
      "text_native": "नहीं सर, credit में नहीं हो सकता।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 31,
      "speaker": "customer",
      "start_s": 57.2,
      "end_s": 57.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 32,
      "speaker": "customer",
      "start_s": 58.3,
      "end_s": 60.7,
      "text_en": "What is it, you must get a discount on advance payment? How much discount?",
      "text_native": "क्या है, advance में discount तो मिलता होगा? कितना discount?"
    },
    {
      "ucid": "21112178583638061",
      "idx": 33,
      "speaker": "agent",
      "start_s": 60.8,
      "end_s": 61.6,
      "text_en": "Yes sir, it happens.",
      "text_native": "हां सर, होता है ना।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 34,
      "speaker": "customer",
      "start_s": 62.1,
      "end_s": 64.0,
      "text_en": "Yes yes, so I will tell you, okay.",
      "text_native": "हां हां, तो बताएंगे आपको मैं, चलो ना।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 35,
      "speaker": "agent",
      "start_s": 64.4,
      "end_s": 65.8,
      "text_en": "Okay sir, if there is anything, let me know.",
      "text_native": "ठीक है सर, कुछ रहता है तो बताइएगा।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 36,
      "speaker": "customer",
      "start_s": 66.2,
      "end_s": 66.5,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178583638061",
      "idx": 37,
      "speaker": "agent",
      "start_s": 66.8,
      "end_s": 67.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178583638061",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified themself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178583638061",
      "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 lead with a supply or price hook, instead immediately asked for requirements."
    },
    {
      "ucid": "21112178583638061",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions; the customer drove the conversation about a past inquiry and payment terms."
    },
    {
      "ucid": "21112178583638061",
      "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 performed."
    },
    {
      "ucid": "21112178583638061",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent asked for a requirement but did not capture any specific details (grade, thickness, etc.) as the customer did not provide one."
    },
    {
      "ucid": "21112178583638061",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No committed next step was set; the call ended with a passive 'let me know if there is anything'."
    }
  ],
  "objections": [
    {
      "ucid": "21112178583638061",
      "obj_type": "credit",
      "state": "mishandled",
      "evidence": "Can't it be on credit? Credit?",
      "response": "No sir, it can't be on credit."
    }
  ],
  "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": []
}