{
  "ucid": "21112178583902391",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 15:53:43",
  "end_time": "1899-12-30 15:54:58",
  "duration_sec": 75,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA45abb510551fb82fe502faafc6ffbda5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 138,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178583902391__DIA45abb510551fb82fe502faafc6ffbda5.mp3",
  "audio_bytes": 192456,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 64.152,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello?   (हेलो?)\n[6s] AGENT: Hello?   (हेलो?)\n[8s] CUSTOMER: Hello?   (हेलो?)\n[9s] AGENT: Yes, hello sir. I am Abhinav Gautam speaking from JSW One.   (हां, नमस्कार सर। अभिनव गौतम बात कर रहा हूं मैं JSW One से।)\n[12s] CUSTOMER: From where, sir?   (कहां से जी?)\n[13s] AGENT: From JSW One.   (JSW One से।)\n[15s] CUSTOMER: I can't hear you, sir. Where are you calling from?   (आवाज नहीं आ रही सर आपकी। कहां से कह रहे हो?)\n[16s] AGENT: Can you hear me now, sir?   (अब आ रही है सर?)\n[18s] CUSTOMER: Hello?   (हेलो?)\n[18s] AGENT: Hello, can you hear my voice now, sir?   (हेलो, अब आ रही है सर आवाज?)\n[20s] CUSTOMER: Yes, yes brother.   (हां जी, हां जी भैया।)\n[21s] AGENT: Yes sir, I am speaking from JSW One. Do you have any requirement for steel, sir?   (जी सर, मैं JSW One से बात कर रहा हूं। कोई रिक्वायरमेंट होगी सर स्टील में?)\n[24s] CUSTOMER: Sir, there is a requirement for sheets, 3 mm.   (सर चद्दर की रिक्वायरमेंट रहती है जी, 3 mm की।)\n[26s] AGENT: 3 mm. And what was the width?   (3 mm. और विड्थ क्या थी?)\n[28s] CUSTOMER: Yes?   (हां जी?)\n[29s] AGENT: Width, the width.   (विड्थ, चौड़ाई।)\n[30s] CUSTOMER: The width is 1250, sir.   (चौड़ाई सर 1250.)\n[32s] AGENT: 1250. Will coil do? Coil, I mean, cut from a coil...   (1250. कॉइल चलेगी? कॉइल मतलब, कॉइल से काट के...)\n[34s] CUSTOMER: Yes, yes, coil, I need it in coil form only, sir. Three coils, four coils, give as many as you can.   (हां जी, हां जी, कॉइल, कॉइल फॉर्म ही चाहिए सर। तीन कॉइल, चार कॉइल जितने देने हैं दे दो।)\n[38s] AGENT: We have stock in Ghaziabad, sir.   (गाजियाबाद में हमारे पास स्टॉक पड़ा है सर।)\n[40s] CUSTOMER: No sir, Ludhiana, in Ludhiana.   (नहीं सर, लुधियाना, लुधियाना में।)\n[41s] AGENT: Brother, do that Ludhiana.   (भैया वो लुधियाना करो।)\n[43s] CUSTOMER: Ludhiana.   (लुधियाना।)\n[43s] AGENT: You'll get it in Ludhiana, sir, but...   (लुधियाना मिल जाएगा सर, लेकिन...)\n[44s] CUSTOMER: The number is 869, right? Brother, I will call you.   (869 है ना नंबर? भैया मैं करता हूं आपको फोन।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must follow the pitch structure by getting permission to speak and delivering the hook before asking about requirements; skipping these steps leads to short, unsuccessful calls.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "not_in_stockyard",
  "supply_details": "Agent confirmed stock in Ghaziabad, but the customer required delivery in Ludhiana.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a customer who confirmed an immediate requirement for 3mm HR coils in Ludhiana. The agent established that stock was available in Ghaziabad, but not locally for the customer. The customer then ended the call abruptly, stating they would call back, before any next steps could be agreed upon.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, I am speaking from JSW One. Do you have any requirement for steel, sir?\", \"comment\": \"The agent introduced himself but did not ask for permission to speak, jumping directly to a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead moving directly from introduction to qualification.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the six required discovery questions about the customer's business or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir? ... 3 mm. And what was the width? ... 1250. Will coil do?\", \"comment\": \"The agent successfully identified a current requirement and captured the material, thickness, width, and location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Brother, I will call you.\", \"comment\": \"The customer ended the call before the agent could establish a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure by getting permission to speak and delivering the hook before asking about requirements; skipping these steps leads to short, unsuccessful calls.\", \"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\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Agent confirmed stock in Ghaziabad, but the customer required delivery in Ludhiana.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer who confirmed an immediate requirement for 3mm HR coils in Ludhiana. The agent established that stock was available in Ghaziabad, but not locally for the customer. The customer then ended the call abruptly, stating they would call back, before any next steps could be agreed upon.\"}",
  "error": null,
  "latency_ms": 30708,
  "input_tokens": 3303,
  "output_tokens": 755,
  "created_at": "2026-09-25 10:53:06",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.528,
  "agent_talk_sec": 16.1,
  "customer_talk_sec": 14.4,
  "dead_air_sec": 44.5,
  "longest_monologue_sec": 2.6,
  "agent_wpm": 309.3,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 13,
  "discovery_qs": 6,
  "words_agent": 83,
  "words_customer": 71,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178583902391",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.18,
      "end_s": 5.6,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.1,
      "end_s": 6.47,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 2,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 8.63,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 3,
      "speaker": "agent",
      "start_s": 9.0,
      "end_s": 11.6,
      "text_en": "Yes, hello sir. I am Abhinav Gautam speaking from JSW One.",
      "text_native": "हां, नमस्कार सर। अभिनव गौतम बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 4,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 12.8,
      "text_en": "From where, sir?",
      "text_native": "कहां से जी?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.1,
      "end_s": 14.0,
      "text_en": "From JSW One.",
      "text_native": "JSW One से।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 16.2,
      "text_en": "I can't hear you, sir. Where are you calling from?",
      "text_native": "आवाज नहीं आ रही सर आपकी। कहां से कह रहे हो?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.4,
      "end_s": 17.1,
      "text_en": "Can you hear me now, sir?",
      "text_native": "अब आ रही है सर?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.6,
      "end_s": 18.0,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 19.6,
      "text_en": "Hello, can you hear my voice now, sir?",
      "text_native": "हेलो, अब आ रही है सर आवाज?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 20.7,
      "text_en": "Yes, yes brother.",
      "text_native": "हां जी, हां जी भैया।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.2,
      "end_s": 23.6,
      "text_en": "Yes sir, I am speaking from JSW One. Do you have any requirement for steel, sir?",
      "text_native": "जी सर, मैं JSW One से बात कर रहा हूं। कोई रिक्वायरमेंट होगी सर स्टील में?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.2,
      "end_s": 26.2,
      "text_en": "Sir, there is a requirement for sheets, 3 mm.",
      "text_native": "सर चद्दर की रिक्वायरमेंट रहती है जी, 3 mm की।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.5,
      "end_s": 27.6,
      "text_en": "3 mm. And what was the width?",
      "text_native": "3 mm. और विड्थ क्या थी?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 14,
      "speaker": "customer",
      "start_s": 27.9,
      "end_s": 28.3,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178583902391",
      "idx": 15,
      "speaker": "agent",
      "start_s": 28.6,
      "end_s": 29.2,
      "text_en": "Width, the width.",
      "text_native": "विड्थ, चौड़ाई।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 16,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 31.0,
      "text_en": "The width is 1250, sir.",
      "text_native": "चौड़ाई सर 1250."
    },
    {
      "ucid": "21112178583902391",
      "idx": 17,
      "speaker": "agent",
      "start_s": 31.8,
      "end_s": 34.2,
      "text_en": "1250. Will coil do? Coil, I mean, cut from a coil...",
      "text_native": "1250. कॉइल चलेगी? कॉइल मतलब, कॉइल से काट के..."
    },
    {
      "ucid": "21112178583902391",
      "idx": 18,
      "speaker": "customer",
      "start_s": 34.2,
      "end_s": 37.2,
      "text_en": "Yes, yes, coil, I need it in coil form only, sir. Three coils, four coils, give as many as you can.",
      "text_native": "हां जी, हां जी, कॉइल, कॉइल फॉर्म ही चाहिए सर। तीन कॉइल, चार कॉइल जितने देने हैं दे दो।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 19,
      "speaker": "agent",
      "start_s": 37.8,
      "end_s": 39.5,
      "text_en": "We have stock in Ghaziabad, sir.",
      "text_native": "गाजियाबाद में हमारे पास स्टॉक पड़ा है सर।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 20,
      "speaker": "customer",
      "start_s": 39.7,
      "end_s": 40.9,
      "text_en": "No sir, Ludhiana, in Ludhiana.",
      "text_native": "नहीं सर, लुधियाना, लुधियाना में।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 21,
      "speaker": "agent",
      "start_s": 41.2,
      "end_s": 42.4,
      "text_en": "Brother, do that Ludhiana.",
      "text_native": "भैया वो लुधियाना करो।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 22,
      "speaker": "customer",
      "start_s": 42.8,
      "end_s": 43.2,
      "text_en": "Ludhiana.",
      "text_native": "लुधियाना।"
    },
    {
      "ucid": "21112178583902391",
      "idx": 23,
      "speaker": "agent",
      "start_s": 43.3,
      "end_s": 44.3,
      "text_en": "You'll get it in Ludhiana, sir, but...",
      "text_native": "लुधियाना मिल जाएगा सर, लेकिन..."
    },
    {
      "ucid": "21112178583902391",
      "idx": 24,
      "speaker": "customer",
      "start_s": 44.3,
      "end_s": 46.4,
      "text_en": "The number is 869, right? Brother, I will call you.",
      "text_native": "869 है ना नंबर? भैया मैं करता हूं आपको फोन।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178583902391",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes sir, I am speaking from JSW One. Do you have any requirement for steel, sir?",
      "comment": "The agent introduced himself but did not ask for permission to speak, jumping directly to a requirement question."
    },
    {
      "ucid": "21112178583902391",
      "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 provide a supply or price hook, instead moving directly from introduction to qualification."
    },
    {
      "ucid": "21112178583902391",
      "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 required discovery questions about the customer's business or procurement habits."
    },
    {
      "ucid": "21112178583902391",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and consequently no relevant USPs were pitched."
    },
    {
      "ucid": "21112178583902391",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir? ... 3 mm. And what was the width? ... 1250. Will coil do?",
      "comment": "The agent successfully identified a current requirement and captured the material, thickness, width, and location."
    },
    {
      "ucid": "21112178583902391",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Brother, I will call you.",
      "comment": "The customer ended the call before the agent could establish a committed next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}