{
  "ucid": "21112178584381771",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 17:13:37",
  "end_time": "1899-12-30 17:15:07",
  "duration_sec": 90,
  "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/DIAa6ea27388989c2dd30edd1acc9bb5cca.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 161,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178584381771__DIAa6ea27388989c2dd30edd1acc9bb5cca.mp3",
  "audio_bytes": 170640,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 56.88,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[3s] CUSTOMER: Yes.\n[4s] AGENT: Uh sir, calling from JSW One MSME Mumbai head office.   (अह सर, कॉलिंग फ्रॉम JSW One MSME मुंबई हेड ऑफिस।)\n[7s] CUSTOMER: Yes, tell me sir.   (हां बोलिए सर।)\n[8s] AGENT: Uh sir, is there any requirement for sheet metals etc.?   (अह सर कुछ रिक्वायरमेंट है शीट मेटल्स वगेरा में?)\n[10s] CUSTOMER: Where are you calling from, sir?   (कहां से बात कर रहे हो सर?)\n[11s] AGENT: JSW One MSME Mumbai head office.   (JSW One MSME मुंबई हेड ऑफिस।)\n[14s] CUSTOMER: Oh, you are calling from Mumbai?   (अच्छा मुंबई से बात कर रहे हो?)\n[15s] AGENT: Yes sir.   (जी सर।)\n[16s] CUSTOMER: I needed it in HR, sir.   (मुझे HR में चाहिए था सर।)\n[17s] AGENT: What material do you need, sir?   (क्या मटेरियल चाहिए सर?)\n[19s] CUSTOMER: Will it come to this number on WhatsApp, for example?   (आपको WhatsApp पर एक्झाम्पल के लिए ये नंबर पे आएगा?)\n[21s] AGENT: Uh no sir, WhatsApp won't work on this number, this is a company number. So, if you want, I'll do it from my... I'll send a WhatsApp once from my personal number, you tell me.   (अह नहीं सर, ये नंबर पे WhatsApp नहीं आएगा, ये कंपनी का नंबर है। सो मैं आपको चाहिए तो अपने उससे करता हूं, पर्सनल नंबर से एक बार WhatsApp डालता हूं, आप बताइएगा।)\n[28s] CUSTOMER: Yes, please do it, I will send you the details.   (हां मुझे कीजिए ना, मैं डिटेल भेजता हूं आपको।)\n[30s] AGENT: Right sir, I'll send it right now.   (राइट सर, मैं अभी भेजता हूं।)\n[32s] CUSTOMER: I have work in quantity, but I need good rates, sir.   (मुझे क्वांटिटी में काम है, बट मुझे रेट अच्छे होने चाहिए सर।)\n[35s] AGENT: You will get it sir, don't worry.   (मिल जाएगा सर, आप बेफिकर रहिए।)\n[37s] CUSTOMER: Okay, okay.   (ओके, ओके।)\n[37s] AGENT: Right sir.   (राइट सर।)\n[38s] CUSTOMER: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: Slight background noise on the agent's side, but it does not impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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": 1.0,
  "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\"]",
  "pitch_coaching_note": "You secured a next step, but missed the entire pitch structure. You must ask discovery questions on the call to understand the customer's business before you can effectively pitch or qualify.",
  "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 called a customer who confirmed a quantity requirement for HR material, stating that good rates were a key condition. The agent skipped the discovery, pitch, and qualification steps, instead agreeing to connect via WhatsApp to receive the details. The call ended with the agent committing to send a WhatsApp message immediately.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak, jumping directly into a question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, volume, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched at any point in the conversation.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not capture any specific requirement details (grade, size, qty) on the call, deferring it to WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Right sir, I'll send it right now.\", \"comment\": \"Agent committed to an immediate next action (sending a WhatsApp message) which the customer agreed to.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You secured a next step, but missed the entire pitch structure. You must ask discovery questions on the call to understand the customer's business before you can effectively pitch or qualify.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"I have work in quantity, but I need good rates, sir.\", \"response\": \"You will get it sir, don't worry.\"}], \"call_summary\": \"The agent called a customer who confirmed a quantity requirement for HR material, stating that good rates were a key condition. The agent skipped the discovery, pitch, and qualification steps, instead agreeing to connect via WhatsApp to receive the details. The call ended with the agent committing to send a WhatsApp message immediately.\"}",
  "error": null,
  "latency_ms": 32494,
  "input_tokens": 3154,
  "output_tokens": 761,
  "created_at": "2026-09-25 10:54:48",
  "sentiment": "positive",
  "sentiment_score": 0.355,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 0,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.586,
  "agent_talk_sec": 17.1,
  "customer_talk_sec": 12.1,
  "dead_air_sec": 60.8,
  "longest_monologue_sec": 6.7,
  "agent_wpm": 301.8,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 11,
  "discovery_qs": 2,
  "words_agent": 86,
  "words_customer": 58,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178584381771",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.78,
      "end_s": 2.21,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178584381771",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 2.93,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178584381771",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.3,
      "end_s": 3.6,
      "text_en": "Yes.",
      "text_native": "Yes."
    },
    {
      "ucid": "21112178584381771",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 6.3,
      "text_en": "Uh sir, calling from JSW One MSME Mumbai head office.",
      "text_native": "अह सर, कॉलिंग फ्रॉम JSW One MSME मुंबई हेड ऑफिस।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.67,
      "end_s": 7.27,
      "text_en": "Yes, tell me sir.",
      "text_native": "हां बोलिए सर।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.7,
      "end_s": 9.6,
      "text_en": "Uh sir, is there any requirement for sheet metals etc.?",
      "text_native": "अह सर कुछ रिक्वायरमेंट है शीट मेटल्स वगेरा में?"
    },
    {
      "ucid": "21112178584381771",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.17,
      "end_s": 11.2,
      "text_en": "Where are you calling from, sir?",
      "text_native": "कहां से बात कर रहे हो सर?"
    },
    {
      "ucid": "21112178584381771",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.47,
      "end_s": 13.2,
      "text_en": "JSW One MSME Mumbai head office.",
      "text_native": "JSW One MSME मुंबई हेड ऑफिस।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.7,
      "end_s": 14.9,
      "text_en": "Oh, you are calling from Mumbai?",
      "text_native": "अच्छा मुंबई से बात कर रहे हो?"
    },
    {
      "ucid": "21112178584381771",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 15.6,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.9,
      "end_s": 17.1,
      "text_en": "I needed it in HR, sir.",
      "text_native": "मुझे HR में चाहिए था सर।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.4,
      "end_s": 18.3,
      "text_en": "What material do you need, sir?",
      "text_native": "क्या मटेरियल चाहिए सर?"
    },
    {
      "ucid": "21112178584381771",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 20.8,
      "text_en": "Will it come to this number on WhatsApp, for example?",
      "text_native": "आपको WhatsApp पर एक्झाम्पल के लिए ये नंबर पे आएगा?"
    },
    {
      "ucid": "21112178584381771",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.1,
      "end_s": 27.8,
      "text_en": "Uh no sir, WhatsApp won't work on this number, this is a company number. So, if you want, I'll do it from my... I'll send a WhatsApp once from my personal number, you tell me.",
      "text_native": "अह नहीं सर, ये नंबर पे WhatsApp नहीं आएगा, ये कंपनी का नंबर है। सो मैं आपको चाहिए तो अपने उससे करता हूं, पर्सनल नंबर से एक बार WhatsApp डालता हूं, आप बताइएगा।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 14,
      "speaker": "customer",
      "start_s": 28.3,
      "end_s": 30.1,
      "text_en": "Yes, please do it, I will send you the details.",
      "text_native": "हां मुझे कीजिए ना, मैं डिटेल भेजता हूं आपको।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 15,
      "speaker": "agent",
      "start_s": 30.3,
      "end_s": 31.2,
      "text_en": "Right sir, I'll send it right now.",
      "text_native": "राइट सर, मैं अभी भेजता हूं।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 16,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 34.4,
      "text_en": "I have work in quantity, but I need good rates, sir.",
      "text_native": "मुझे क्वांटिटी में काम है, बट मुझे रेट अच्छे होने चाहिए सर।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 17,
      "speaker": "agent",
      "start_s": 34.7,
      "end_s": 36.0,
      "text_en": "You will get it sir, don't worry.",
      "text_native": "मिल जाएगा सर, आप बेफिकर रहिए।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 18,
      "speaker": "customer",
      "start_s": 36.7,
      "end_s": 37.3,
      "text_en": "Okay, okay.",
      "text_native": "ओके, ओके।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 19,
      "speaker": "agent",
      "start_s": 37.4,
      "end_s": 37.9,
      "text_en": "Right sir.",
      "text_native": "राइट सर।"
    },
    {
      "ucid": "21112178584381771",
      "idx": 20,
      "speaker": "customer",
      "start_s": 38.2,
      "end_s": 38.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178584381771",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not use the customer's name or ask for permission to speak, jumping directly into a question."
    },
    {
      "ucid": "21112178584381771",
      "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 direct question about requirements."
    },
    {
      "ucid": "21112178584381771",
      "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, volume, or current suppliers."
    },
    {
      "ucid": "21112178584381771",
      "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 at any point in the conversation."
    },
    {
      "ucid": "21112178584381771",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not capture any specific requirement details (grade, size, qty) on the call, deferring it to WhatsApp."
    },
    {
      "ucid": "21112178584381771",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Right sir, I'll send it right now.",
      "comment": "Agent committed to an immediate next action (sending a WhatsApp message) which the customer agreed to."
    }
  ],
  "objections": [
    {
      "ucid": "21112178584381771",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "I have work in quantity, but I need good rates, sir.",
      "response": "You will get it sir, don't worry."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}