{
  "ucid": "21112178584159271",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 16:36:32",
  "end_time": "1899-12-30 16:37:14",
  "duration_sec": 42,
  "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/DIA1525dcdf4c14c1bb32e0bb9b60193cec.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 66,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178584159271__DIA1525dcdf4c14c1bb32e0bb9b60193cec.mp3",
  "audio_bytes": 73224,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 24.408,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Oh there's a problem, hello. All our boys are sitting idle, no work is getting done.   (अरे दिक्कत हो गई हेलो। लड़के सब बैठ गए हमारे कोई काम ही नहीं हो पा रहा है।)\n[4s] CUSTOMER: Yes?   (हां?)\n[4s] AGENT: Yes, hello sir, this is Abhinav Gautam speaking from JSW One.   (हां नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से।)\n[7s] CUSTOMER: From where?   (कहां से?)\n[8s] AGENT: From JSW.   (JSW से।)\n[9s] CUSTOMER: Yes yes, tell me, tell me.   (हां हां बताइए बताइए।)\n[10s] AGENT: Sir, is there any requirement in HR, 2.5 to 12, 2 mm?   (सर कोई requirement है क्या HR में ढाई से बारह, दो mm?)\n[12s] CUSTOMER: Will tell you, will tell you sir, will tell you now. Will tell you, will tell you tomorrow.   (बताएंगे बताएंगे सर अभी बताएंगे। बताएंगे कल बताएंगे।)\n[15s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "noisy: The customer is speaking to someone else in the background at the start of the call, which creates some crosstalk.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "Abhinav, after your introduction, you need to ask discovery questions to understand the customer's business before jumping straight to their immediate requirement.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced himself and immediately asked if the customer had a requirement for a specific HR material. The customer, who had initially mentioned his workers were idle, deferred the conversation to the next day. The agent accepted this and ended the call without performing discovery or setting a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, hello sir, this is Abhinav Gautam speaking from JSW One.\", \"comment\": \"Agent did not ask for permission to speak or use the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, is there any requirement in HR, 2.5 to 12, 2 mm?\", \"comment\": \"Agent led with a specific material availability signal, which serves as a valid supply-led hook.\"}, {\"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\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, is there any requirement in HR, 2.5 to 12, 2 mm?\", \"comment\": \"Agent successfully asked if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay.\", \"comment\": \"Agent passively accepted the customer's deferral without confirming a specific callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Abhinav, after your introduction, you need to ask discovery questions to understand the customer's business before jumping straight to their immediate requirement.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Will tell you, will tell you tomorrow.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent introduced himself and immediately asked if the customer had a requirement for a specific HR material. The customer, who had initially mentioned his workers were idle, deferred the conversation to the next day. The agent accepted this and ended the call without performing discovery or setting a firm next step.\"}",
  "error": null,
  "latency_ms": 36983,
  "input_tokens": 2815,
  "output_tokens": 765,
  "created_at": "2026-09-25 23:01:58",
  "sentiment": "neutral",
  "sentiment_score": -0.015,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 4,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.434,
  "agent_talk_sec": 5.6,
  "customer_talk_sec": 7.3,
  "dead_air_sec": 29.1,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 289.3,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 27,
  "words_customer": 43,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178584159271",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.45,
      "end_s": 3.48,
      "text_en": "Oh there's a problem, hello. All our boys are sitting idle, no work is getting done.",
      "text_native": "अरे दिक्कत हो गई हेलो। लड़के सब बैठ गए हमारे कोई काम ही नहीं हो पा रहा है।"
    },
    {
      "ucid": "21112178584159271",
      "idx": 1,
      "speaker": "customer",
      "start_s": 3.7,
      "end_s": 4.0,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178584159271",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.3,
      "end_s": 6.79,
      "text_en": "Yes, hello sir, this is Abhinav Gautam speaking from JSW One.",
      "text_native": "हां नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178584159271",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.5,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178584159271",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.77,
      "end_s": 8.5,
      "text_en": "From JSW.",
      "text_native": "JSW से।"
    },
    {
      "ucid": "21112178584159271",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.9,
      "end_s": 9.8,
      "text_en": "Yes yes, tell me, tell me.",
      "text_native": "हां हां बताइए बताइए।"
    },
    {
      "ucid": "21112178584159271",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 12.0,
      "text_en": "Sir, is there any requirement in HR, 2.5 to 12, 2 mm?",
      "text_native": "सर कोई requirement है क्या HR में ढाई से बारह, दो mm?"
    },
    {
      "ucid": "21112178584159271",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.1,
      "end_s": 14.7,
      "text_en": "Will tell you, will tell you sir, will tell you now. Will tell you, will tell you tomorrow.",
      "text_native": "बताएंगे बताएंगे सर अभी बताएंगे। बताएंगे कल बताएंगे।"
    },
    {
      "ucid": "21112178584159271",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.1,
      "end_s": 15.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178584159271",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, hello sir, this is Abhinav Gautam speaking from JSW One.",
      "comment": "Agent did not ask for permission to speak or use the customer's name."
    },
    {
      "ucid": "21112178584159271",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, is there any requirement in HR, 2.5 to 12, 2 mm?",
      "comment": "Agent led with a specific material availability signal, which serves as a valid supply-led hook."
    },
    {
      "ucid": "21112178584159271",
      "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": "21112178584159271",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178584159271",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, is there any requirement in HR, 2.5 to 12, 2 mm?",
      "comment": "Agent successfully asked if a current requirement exists."
    },
    {
      "ucid": "21112178584159271",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay.",
      "comment": "Agent passively accepted the customer's deferral without confirming a specific callback time."
    }
  ],
  "objections": [
    {
      "ucid": "21112178584159271",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Will tell you, will tell you tomorrow.",
      "response": "Okay."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}