{
  "ucid": "21112178591064221",
  "call_date": "2026-08-05",
  "start_time": "1899-12-30 11:47:22",
  "end_time": "1899-12-30 11:48:37",
  "duration_sec": 75,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA50c88b00dd8febc078322bda72a1e925.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 139,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178591064221__DIA50c88b00dd8febc078322bda72a1e925.mp3",
  "audio_bytes": 171288,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 57.096,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[10s] CUSTOMER: Hello   (हेलो)\n[11s] CUSTOMER: Hello   (हेलो)\n[12s] AGENT: Hello   (हेलो)\n[13s] AGENT: Yeah, hello sir, this is Abdul speaking from JSW.   (Yeah, नमस्कार सर, अब्दुल बात कर रहा हूं मैं JSW से।)\n[16s] CUSTOMER: Yes, speak.   (जी बोलिए।)\n[17s] AGENT: Do you have any requirement for steel, sir? Your Indian Style Trading Company was registered here.   (कुछ requirement है क्या सर आपको steel में? Indian Style Trading Company आपकी यहां registered था।)\n[20s] AGENT: Nagar ji, I had also spoken to you earlier about 1.6, then you didn't close it at all. I had given a quotation.   (नागर जी आपसे मेरी बात भी हुई थी पहले 1.6 का, फिर आप तो close ही नहीं किए। मैं quotation दिया था।)\n[24s] CUSTOMER: No sir, in the quotation you gave, the rate was completely different.   (नहीं सर, आपने जो quotation दिया उसमें तो rate ही पूरी अलग हो गई।)\n[27s] AGENT: What?   (क्या?)\n[28s] CUSTOMER: In that, the rate was completely different. What had you told me, in that the rate was completely different.   (उसमें तो rate ही पूरी अलग हो गई। आपने बताई क्या थी, उसमें तो rate ही पूरी अलग हो गई।)\n[30s] AGENT: I had given 60, sir, the rate went to 61. I had given 60 as an approx rate, it went up by one rupee.   (साठ दिया था सर, एकसठ का rate गया था। एक रुपया ऊपर से approx rate में दिया था साठ।)\n[34s] CUSTOMER: What?   (क्या?)\n[35s] AGENT: Yes?   (हां?)\n[36s] CUSTOMER: Along with it?   (साथ में?)\n[37s] AGENT: I had given you an approx rate of 60, the rate became 61. It went up by one rupee, that's not an issue, is it?   (मैं आपको approx rate 60 दिया था, 61 का rate हो गया था। एक रुपया ऊपर गया, कोई issue थोड़ी है।)\n[40s] CUSTOMER: What quotation did you send me earlier?   (आपने को क्या quotation भेजा आपने पहले?)\n[43s] AGENT: What?   (क्या?)\n[43s] CUSTOMER: Look at the quotation you had sent earlier.   (Quotation देखो आपने क्या भेजा था पहले।)\n[46s] AGENT: I'll forward it to you.   (मैं forward करता हूं आपको।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter throughout the call, but the main speakers are clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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": "When a customer brings up a past issue, acknowledge it briefly but pivot quickly to the present. Use the discovery questions to understand their *current* needs instead of re-litigating an old quote.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "unknown",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called to follow up, and the customer immediately raised an objection about a price discrepancy on a previous quotation. The agent became defensive, arguing over a one-rupee price difference instead of de-escalating or pivoting to a new discovery. The call ended with the agent agreeing to re-forward the old, disputed quotation, without establishing any new opportunity.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yeah, hello sir, this is Abdul speaking from JSW.\", \"comment\": \"Agent identified themself and the company but failed to ask for permission to speak, jumping straight to the requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel, sir? Your Indian Style Trading Company was registered here.\", \"comment\": \"Agent did not lead with a supply or price hook, instead opening with a generic requirement check and referencing a past interaction.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation immediately got stuck on a price dispute from a previous quotation.\"}, {\"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\": \"Do you have any requirement for steel, sir?\", \"comment\": \"Agent asked if a requirement existed but made no attempt to capture grade, thickness, or other details for a new requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll forward it to you.\", \"comment\": \"The committed next step was to re-send an old, disputed quote, which does not qualify as a new quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer brings up a past issue, acknowledge it briefly but pivot quickly to the present. Use the discovery questions to understand their *current* needs instead of re-litigating an old quote.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"No sir, in the quotation you gave, the rate was completely different.\", \"response\": \"I had given 60, sir, the rate went to 61. I had given 60 as an approx rate, it went up by one rupee. It went up by one rupee, that's not an issue, is it?\"}], \"call_summary\": \"The agent called to follow up, and the customer immediately raised an objection about a price discrepancy on a previous quotation. The agent became defensive, arguing over a one-rupee price difference instead of de-escalating or pivoting to a new discovery. The call ended with the agent agreeing to re-forward the old, disputed quotation, without establishing any new opportunity.\"}",
  "error": null,
  "latency_ms": 27035,
  "input_tokens": 3163,
  "output_tokens": 873,
  "created_at": "2026-09-25 10:53:04",
  "sentiment": "positive",
  "sentiment_score": 0.36,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.62,
  "agent_talk_sec": 18.1,
  "customer_talk_sec": 11.1,
  "dead_air_sec": 45.8,
  "longest_monologue_sec": 6.5,
  "agent_wpm": 354.7,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 9,
  "discovery_qs": 5,
  "words_agent": 107,
  "words_customer": 54,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178591064221",
      "idx": 0,
      "speaker": "customer",
      "start_s": 10.03,
      "end_s": 10.53,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178591064221",
      "idx": 1,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 11.7,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178591064221",
      "idx": 2,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 12.4,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178591064221",
      "idx": 3,
      "speaker": "agent",
      "start_s": 12.7,
      "end_s": 14.9,
      "text_en": "Yeah, hello sir, this is Abdul speaking from JSW.",
      "text_native": "Yeah, नमस्कार सर, अब्दुल बात कर रहा हूं मैं JSW से।"
    },
    {
      "ucid": "21112178591064221",
      "idx": 4,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 16.3,
      "text_en": "Yes, speak.",
      "text_native": "जी बोलिए।"
    },
    {
      "ucid": "21112178591064221",
      "idx": 5,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 19.8,
      "text_en": "Do you have any requirement for steel, sir? Your Indian Style Trading Company was registered here.",
      "text_native": "कुछ requirement है क्या सर आपको steel में? Indian Style Trading Company आपकी यहां registered था।"
    },
    {
      "ucid": "21112178591064221",
      "idx": 6,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 23.5,
      "text_en": "Nagar ji, I had also spoken to you earlier about 1.6, then you didn't close it at all. I had given a quotation.",
      "text_native": "नागर जी आपसे मेरी बात भी हुई थी पहले 1.6 का, फिर आप तो close ही नहीं किए। मैं quotation दिया था।"
    },
    {
      "ucid": "21112178591064221",
      "idx": 7,
      "speaker": "customer",
      "start_s": 23.8,
      "end_s": 26.5,
      "text_en": "No sir, in the quotation you gave, the rate was completely different.",
      "text_native": "नहीं सर, आपने जो quotation दिया उसमें तो rate ही पूरी अलग हो गई।"
    },
    {
      "ucid": "21112178591064221",
      "idx": 8,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 27.3,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178591064221",
      "idx": 9,
      "speaker": "customer",
      "start_s": 27.7,
      "end_s": 30.3,
      "text_en": "In that, the rate was completely different. What had you told me, in that the rate was completely different.",
      "text_native": "उसमें तो rate ही पूरी अलग हो गई। आपने बताई क्या थी, उसमें तो rate ही पूरी अलग हो गई।"
    },
    {
      "ucid": "21112178591064221",
      "idx": 10,
      "speaker": "agent",
      "start_s": 30.5,
      "end_s": 33.8,
      "text_en": "I had given 60, sir, the rate went to 61. I had given 60 as an approx rate, it went up by one rupee.",
      "text_native": "साठ दिया था सर, एकसठ का rate गया था। एक रुपया ऊपर से approx rate में दिया था साठ।"
    },
    {
      "ucid": "21112178591064221",
      "idx": 11,
      "speaker": "customer",
      "start_s": 34.2,
      "end_s": 34.5,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178591064221",
      "idx": 12,
      "speaker": "agent",
      "start_s": 35.0,
      "end_s": 35.3,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178591064221",
      "idx": 13,
      "speaker": "customer",
      "start_s": 35.8,
      "end_s": 36.3,
      "text_en": "Along with it?",
      "text_native": "साथ में?"
    },
    {
      "ucid": "21112178591064221",
      "idx": 14,
      "speaker": "agent",
      "start_s": 36.6,
      "end_s": 40.0,
      "text_en": "I had given you an approx rate of 60, the rate became 61. It went up by one rupee, that's not an issue, is it?",
      "text_native": "मैं आपको approx rate 60 दिया था, 61 का rate हो गया था। एक रुपया ऊपर गया, कोई issue थोड़ी है।"
    },
    {
      "ucid": "21112178591064221",
      "idx": 15,
      "speaker": "customer",
      "start_s": 40.4,
      "end_s": 42.2,
      "text_en": "What quotation did you send me earlier?",
      "text_native": "आपने को क्या quotation भेजा आपने पहले?"
    },
    {
      "ucid": "21112178591064221",
      "idx": 16,
      "speaker": "agent",
      "start_s": 42.8,
      "end_s": 43.1,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178591064221",
      "idx": 17,
      "speaker": "customer",
      "start_s": 43.4,
      "end_s": 45.1,
      "text_en": "Look at the quotation you had sent earlier.",
      "text_native": "Quotation देखो आपने क्या भेजा था पहले।"
    },
    {
      "ucid": "21112178591064221",
      "idx": 18,
      "speaker": "agent",
      "start_s": 45.8,
      "end_s": 47.2,
      "text_en": "I'll forward it to you.",
      "text_native": "मैं forward करता हूं आपको।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178591064221",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yeah, hello sir, this is Abdul speaking from JSW.",
      "comment": "Agent identified themself and the company but failed to ask for permission to speak, jumping straight to the requirement."
    },
    {
      "ucid": "21112178591064221",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir? Your Indian Style Trading Company was registered here.",
      "comment": "Agent did not lead with a supply or price hook, instead opening with a generic requirement check and referencing a past interaction."
    },
    {
      "ucid": "21112178591064221",
      "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; the conversation immediately got stuck on a price dispute from a previous quotation."
    },
    {
      "ucid": "21112178591064221",
      "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": "21112178591064221",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel, sir?",
      "comment": "Agent asked if a requirement existed but made no attempt to capture grade, thickness, or other details for a new requirement."
    },
    {
      "ucid": "21112178591064221",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll forward it to you.",
      "comment": "The committed next step was to re-send an old, disputed quote, which does not qualify as a new quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178591064221",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "No sir, in the quotation you gave, the rate was completely different.",
      "response": "I had given 60, sir, the rate went to 61. I had given 60 as an approx rate, it went up by one rupee. It went up by one rupee, that's not an issue, is it?"
    }
  ],
  "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": []
}