{
  "ucid": "21112178590826382",
  "call_date": "2026-08-05",
  "start_time": "1899-12-30 11:07:43",
  "end_time": "1899-12-30 11:08:52",
  "duration_sec": 69,
  "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/DIAba18ebf8807cbb2eb93a5950341b672a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 125,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178590826382__DIAba18ebf8807cbb2eb93a5950341b672a.mp3",
  "audio_bytes": 159624,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 53.208,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.   (हेलो।)\n[1s] AGENT: Hello.   (हेलो।)\n[2s] CUSTOMER: Yes.   (हां।)\n[3s] AGENT: Sir, I was calling from JSW.   (सर JSW से बात कर रहा था।)\n[4s] CUSTOMER: Hello.   (हेलो।)\n[5s] AGENT: Sir, I am calling from JSW, Jindal Steel.   (सर JSW से बात कर रहा हूं मैं, Jindal Steel.)\n[8s] CUSTOMER: Yes, please speak.   (हां जी बोलिए।)\n[9s] AGENT: Sir, do you have any requirement in sheet metals etc.?   (सर कुछ रिक्वायरमेंट है sheet metals वगेरा में?)\n[11s] CUSTOMER: In that, we keep taking material. Just now we have taken a packet. We have taken a JSW packet only.   (उसमें तो लेते रहते हैं माल। अभी तो packet भी तो लिया है। JSW का ही packet लिया है हमने।)\n[15s] AGENT: Okay.   (अच्छा।)\n[16s] AGENT: You must have taken it through a distributor, right sir?   (Distributor के थ्रू लिया होगा ना सर?)\n[18s] CUSTOMER: Huh?   (हां?)\n[19s] AGENT: You must have taken it through a distributor.   (Distributor के थ्रू लिया होगा।)\n[20s] CUSTOMER: Yes, through a distributor. Yes, yes.   (हां distributor के थ्रू। हां हां।)\n[22s] AGENT: Hmm.   (हम्म।)\n[23s] CUSTOMER: Do you give it directly?   (आप डायरेक्ट देते हैं?)\n[24s] AGENT: No, right now I am speaking directly from the company, sir.   (नहीं, अभी डायरेक्टली कंपनी से बात कर रहा हूं सर मैं।)\n[27s] CUSTOMER: Okay. I'll save the number, if I have a requirement, then I will call you.   (अच्छा। नंबर सेव करता हूं, मेरी रिक्वायरमेंट रहेगी तो फिर मैं आपको कॉल करूंगा।)\n[30s] AGENT: Okay.   (ठीक है।)\n[31s] AGENT: Okay.   (ठीक है।)\n[31s] CUSTOMER: Okay.   (ओके।)\n[32s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the agent's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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": "When a customer who buys from a distributor asks if we sell directly, that's your cue to explain the *benefits* of buying direct (test certificates, single contact) instead of just confirming it; you missed a perfect opportunity to create value.",
  "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 contacted a customer who already buys JSW material through a distributor. The customer asked if the agent sells directly, but the agent only confirmed this without pitching any benefits. The call ended with the customer promising to call back if needed, and the agent did not secure a concrete follow-up step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified JSW but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and went directly to asking for requirements.\"}, {\"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, even when the customer provided a perfect opening by asking if the agent sells directly.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement in sheet metals etc.?\", \"comment\": \"Agent successfully asked for current requirements, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent allowed the customer to end the call with a vague \\\"I will call you\\\" and did not establish a concrete next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer who buys from a distributor asks if we sell directly, that's your cue to explain the *benefits* of buying direct (test certificates, single contact) instead of just confirming it; you missed a perfect opportunity to create value.\", \"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\": \"I'll save the number, if I have a requirement, then I will call you.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent contacted a customer who already buys JSW material through a distributor. The customer asked if the agent sells directly, but the agent only confirmed this without pitching any benefits. The call ended with the customer promising to call back if needed, and the agent did not secure a concrete follow-up step.\"}",
  "error": null,
  "latency_ms": 39805,
  "input_tokens": 3082,
  "output_tokens": 769,
  "created_at": "2026-09-25 10:52:09",
  "sentiment": "positive",
  "sentiment_score": 0.218,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.488,
  "agent_talk_sec": 11.8,
  "customer_talk_sec": 12.4,
  "dead_air_sec": 44.8,
  "longest_monologue_sec": 2.2,
  "agent_wpm": 294.9,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 11,
  "discovery_qs": 2,
  "words_agent": 58,
  "words_customer": 55,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178590826382",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.21,
      "end_s": 0.73,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.04,
      "end_s": 1.44,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.86,
      "end_s": 2.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.86,
      "end_s": 4.2,
      "text_en": "Sir, I was calling from JSW.",
      "text_native": "सर JSW से बात कर रहा था।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.4,
      "end_s": 4.82,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.14,
      "end_s": 7.3,
      "text_en": "Sir, I am calling from JSW, Jindal Steel.",
      "text_native": "सर JSW से बात कर रहा हूं मैं, Jindal Steel."
    },
    {
      "ucid": "21112178590826382",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.82,
      "end_s": 8.44,
      "text_en": "Yes, please speak.",
      "text_native": "हां जी बोलिए।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.66,
      "end_s": 10.44,
      "text_en": "Sir, do you have any requirement in sheet metals etc.?",
      "text_native": "सर कुछ रिक्वायरमेंट है sheet metals वगेरा में?"
    },
    {
      "ucid": "21112178590826382",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 14.84,
      "text_en": "In that, we keep taking material. Just now we have taken a packet. We have taken a JSW packet only.",
      "text_native": "उसमें तो लेते रहते हैं माल। अभी तो packet भी तो लिया है। JSW का ही packet लिया है हमने।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.14,
      "end_s": 15.54,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.04,
      "end_s": 17.8,
      "text_en": "You must have taken it through a distributor, right sir?",
      "text_native": "Distributor के थ्रू लिया होगा ना सर?"
    },
    {
      "ucid": "21112178590826382",
      "idx": 11,
      "speaker": "customer",
      "start_s": 18.04,
      "end_s": 18.34,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178590826382",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.64,
      "end_s": 19.64,
      "text_en": "You must have taken it through a distributor.",
      "text_native": "Distributor के थ्रू लिया होगा।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 13,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 21.2,
      "text_en": "Yes, through a distributor. Yes, yes.",
      "text_native": "हां distributor के थ्रू। हां हां।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 14,
      "speaker": "agent",
      "start_s": 21.7,
      "end_s": 22.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 15,
      "speaker": "customer",
      "start_s": 22.64,
      "end_s": 23.44,
      "text_en": "Do you give it directly?",
      "text_native": "आप डायरेक्ट देते हैं?"
    },
    {
      "ucid": "21112178590826382",
      "idx": 16,
      "speaker": "agent",
      "start_s": 24.14,
      "end_s": 26.14,
      "text_en": "No, right now I am speaking directly from the company, sir.",
      "text_native": "नहीं, अभी डायरेक्टली कंपनी से बात कर रहा हूं सर मैं।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 17,
      "speaker": "customer",
      "start_s": 26.7,
      "end_s": 30.04,
      "text_en": "Okay. I'll save the number, if I have a requirement, then I will call you.",
      "text_native": "अच्छा। नंबर सेव करता हूं, मेरी रिक्वायरमेंट रहेगी तो फिर मैं आपको कॉल करूंगा।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.14,
      "end_s": 30.54,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 19,
      "speaker": "agent",
      "start_s": 30.64,
      "end_s": 30.94,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 20,
      "speaker": "customer",
      "start_s": 31.04,
      "end_s": 31.34,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178590826382",
      "idx": 21,
      "speaker": "customer",
      "start_s": 31.84,
      "end_s": 32.14,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178590826382",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified JSW but did not ask for permission to speak."
    },
    {
      "ucid": "21112178590826382",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent skipped the hook and went directly to asking for requirements."
    },
    {
      "ucid": "21112178590826382",
      "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": "21112178590826382",
      "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, even when the customer provided a perfect opening by asking if the agent sells directly."
    },
    {
      "ucid": "21112178590826382",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement in sheet metals etc.?",
      "comment": "Agent successfully asked for current requirements, which is the core intent of this step."
    },
    {
      "ucid": "21112178590826382",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent allowed the customer to end the call with a vague \"I will call you\" and did not establish a concrete next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178590826382",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "I'll save the number, if I have a requirement, then I will call you.",
      "response": "Okay."
    }
  ],
  "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": []
}