{
  "ucid": "21112178591430261",
  "call_date": "2026-08-05",
  "start_time": "1899-12-30 12:48:22",
  "end_time": "1899-12-30 12:49:48",
  "duration_sec": 86,
  "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/DIA7cc91b11f474abe944f0090b223bdf18.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 152,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178591430261__DIA7cc91b11f474abe944f0090b223bdf18.mp3",
  "audio_bytes": 212112,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 70.704,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Hello?   (हेलो?)\n[3s] CUSTOMER: Yes.   (हां जी।)\n[4s] AGENT: Yes, hello sir. I am Dev Gautam speaking from JSW One.   (हां जी, नमस्कार सर। मैं देव गौतम बात कर रहा हूं JSW One से।)\n[7s] CUSTOMER: From where, sir?   (कहां से जी?)\n[8s] AGENT: From JSW.   (JSW से।)\n[9s] CUSTOMER: Yes.   (हां जी।)\n[10s] AGENT: Sir, is there any requirement for steel in the company right now?   (सर कोई steel में requirement रहती है सर अभी कंपनी में?)\n[12s] CUSTOMER: In steel, we have a requirement for HRPO, uh, in 2 mm.   (Steel में HRPO की requirement होती है हमारे को, uh, 2 mm में।)\n[17s] AGENT: HRPO.\n[18s] CUSTOMER: HRPO.\n[20s] CUSTOMER: Yes, tell me.   (हां, बताइए।)\n[21s] AGENT: So is there any requirement now, sir, for HRPO?   (तो अभी कोई है requirement सर HRPO में?)\n[23s] CUSTOMER: You tell me its rates once.   (मेरे को आप उसका rates बताइएगा एक बार।)\n[25s] AGENT: Let's see. Its rate is our 59.   (देखते हैं। उसका rate है हमारा 59।)\n[28s] CUSTOMER: Pardon?   (हैं जी?)\n[29s] AGENT: 59, 59-59, ex-Ghaziabad, 59.\n[32s] CUSTOMER: Fifty-nine rupees for HRPO?   (उनसठ रुपए HRPO?)\n[34s] AGENT: Yes, 59.   (हां, 59।)\n[35s] CUSTOMER: It's 59, right?   (59 हो गया ना?)\n[36s] AGENT: Yes.   (हां जी।)\n[37s] CUSTOMER: Okay, give me half an hour's time. I will ask and then talk to you once.   (चलो, मेरे को एक बार आप ना जरा आधा घंटे का टाइम दो। मैं अभी पूछ के ना एक बार आपसे बात करता हूं।)\n[40s] AGENT: I am putting my number on WhatsApp, okay? You...   (मैं WhatsApp पे डाल दे रहा हूं अपना नंबर, ठीक है? आप...)\n[42s] CUSTOMER: Yes, put it on WhatsApp, okay.   (हां WhatsApp डाल दो, ठीक है।)\n[43s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present but doesn't significantly hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 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 asks for price immediately, you must first ask a few discovery questions (e.g., 'To give you the best price, may I ask what you manufacture?') to build value before quoting.",
  "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 customer stated a requirement for 2mm HRPO and immediately asked for the rate. The agent quoted a price of 59 ex-Ghaziabad. The customer asked for 30 minutes to consult internally and said they would call back. The agent agreed to send his contact number via WhatsApp, and the call ended without a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"हां जी, नमस्कार सर। मैं देव गौतम बात कर रहा हूं JSW One से।\", \"comment\": \"The agent identified himself and JSW One but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"सर कोई steel में requirement रहती है सर अभी कंपनी में?\", \"comment\": \"The agent did not lead with a supply or price hook, instead jumping directly to asking about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, such as what they manufacture or their monthly tonnage.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation went directly to a price quotation upon the customer's request.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"तो अभी कोई है requirement सर HRPO में?\", \"comment\": \"The agent asked if there was a current requirement but failed to capture any specific details like quantity, full grade, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"मैं WhatsApp पे डाल दे रहा हूं अपना नंबर, ठीक है? आप...\", \"comment\": \"The call ended without a committed next step; the agent only offered to send his number, rather than scheduling a callback or sending a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for price immediately, you must first ask a few discovery questions (e.g., 'To give you the best price, may I ask what you manufacture?') to build value before quoting.\", \"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\": \"चलो, मेरे को एक बार आप ना जरा आधा घंटे का टाइम दो। मैं अभी पूछ के ना एक बार आपसे बात करता हूं।\", \"response\": \"मैं WhatsApp पे डाल दे रहा हूं अपना नंबर, ठीक है? आप...\"}], \"call_summary\": \"The customer stated a requirement for 2mm HRPO and immediately asked for the rate. The agent quoted a price of 59 ex-Ghaziabad. The customer asked for 30 minutes to consult internally and said they would call back. The agent agreed to send his contact number via WhatsApp, and the call ended without a firm next step.\"}",
  "error": null,
  "latency_ms": 24205,
  "input_tokens": 3200,
  "output_tokens": 874,
  "created_at": "2026-09-25 10:54:02",
  "sentiment": "positive",
  "sentiment_score": 0.44,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.509,
  "agent_talk_sec": 16.9,
  "customer_talk_sec": 16.3,
  "dead_air_sec": 52.8,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 220.1,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 14,
  "discovery_qs": 4,
  "words_agent": 62,
  "words_customer": 60,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178591430261",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.77,
      "end_s": 1.21,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178591430261",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 2.0,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178591430261",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.47,
      "end_s": 2.87,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178591430261",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.18,
      "end_s": 3.6,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 6.8,
      "text_en": "Yes, hello sir. I am Dev Gautam speaking from JSW One.",
      "text_native": "हां जी, नमस्कार सर। मैं देव गौतम बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.2,
      "end_s": 7.78,
      "text_en": "From where, sir?",
      "text_native": "कहां से जी?"
    },
    {
      "ucid": "21112178591430261",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 8.8,
      "text_en": "From JSW.",
      "text_native": "JSW से।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 9.6,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.9,
      "end_s": 12.0,
      "text_en": "Sir, is there any requirement for steel in the company right now?",
      "text_native": "सर कोई steel में requirement रहती है सर अभी कंपनी में?"
    },
    {
      "ucid": "21112178591430261",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.4,
      "end_s": 16.5,
      "text_en": "In steel, we have a requirement for HRPO, uh, in 2 mm.",
      "text_native": "Steel में HRPO की requirement होती है हमारे को, uh, 2 mm में।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 17.4,
      "text_en": "HRPO.",
      "text_native": "HRPO."
    },
    {
      "ucid": "21112178591430261",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.8,
      "end_s": 18.3,
      "text_en": "HRPO.",
      "text_native": "HRPO."
    },
    {
      "ucid": "21112178591430261",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 21.0,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बताइए।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.3,
      "end_s": 22.8,
      "text_en": "So is there any requirement now, sir, for HRPO?",
      "text_native": "तो अभी कोई है requirement सर HRPO में?"
    },
    {
      "ucid": "21112178591430261",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.9,
      "end_s": 24.4,
      "text_en": "You tell me its rates once.",
      "text_native": "मेरे को आप उसका rates बताइएगा एक बार।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 27.8,
      "text_en": "Let's see. Its rate is our 59.",
      "text_native": "देखते हैं। उसका rate है हमारा 59।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 16,
      "speaker": "customer",
      "start_s": 28.2,
      "end_s": 28.6,
      "text_en": "Pardon?",
      "text_native": "हैं जी?"
    },
    {
      "ucid": "21112178591430261",
      "idx": 17,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 30.8,
      "text_en": "59, 59-59, ex-Ghaziabad, 59.",
      "text_native": "59, 59-59, ex-Ghaziabad, 59."
    },
    {
      "ucid": "21112178591430261",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 33.4,
      "text_en": "Fifty-nine rupees for HRPO?",
      "text_native": "उनसठ रुपए HRPO?"
    },
    {
      "ucid": "21112178591430261",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.8,
      "end_s": 34.4,
      "text_en": "Yes, 59.",
      "text_native": "हां, 59।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 20,
      "speaker": "customer",
      "start_s": 34.9,
      "end_s": 35.6,
      "text_en": "It's 59, right?",
      "text_native": "59 हो गया ना?"
    },
    {
      "ucid": "21112178591430261",
      "idx": 21,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 36.8,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 22,
      "speaker": "customer",
      "start_s": 37.0,
      "end_s": 40.4,
      "text_en": "Okay, give me half an hour's time. I will ask and then talk to you once.",
      "text_native": "चलो, मेरे को एक बार आप ना जरा आधा घंटे का टाइम दो। मैं अभी पूछ के ना एक बार आपसे बात करता हूं।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 23,
      "speaker": "agent",
      "start_s": 40.5,
      "end_s": 42.2,
      "text_en": "I am putting my number on WhatsApp, okay? You...",
      "text_native": "मैं WhatsApp पे डाल दे रहा हूं अपना नंबर, ठीक है? आप..."
    },
    {
      "ucid": "21112178591430261",
      "idx": 24,
      "speaker": "customer",
      "start_s": 42.2,
      "end_s": 43.2,
      "text_en": "Yes, put it on WhatsApp, okay.",
      "text_native": "हां WhatsApp डाल दो, ठीक है।"
    },
    {
      "ucid": "21112178591430261",
      "idx": 25,
      "speaker": "agent",
      "start_s": 43.4,
      "end_s": 43.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178591430261",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "हां जी, नमस्कार सर। मैं देव गौतम बात कर रहा हूं JSW One से।",
      "comment": "The agent identified himself and JSW One but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178591430261",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "सर कोई steel में requirement रहती है सर अभी कंपनी में?",
      "comment": "The agent did not lead with a supply or price hook, instead jumping directly to asking about requirements."
    },
    {
      "ucid": "21112178591430261",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business, such as what they manufacture or their monthly tonnage."
    },
    {
      "ucid": "21112178591430261",
      "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; the conversation went directly to a price quotation upon the customer's request."
    },
    {
      "ucid": "21112178591430261",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "तो अभी कोई है requirement सर HRPO में?",
      "comment": "The agent asked if there was a current requirement but failed to capture any specific details like quantity, full grade, or location."
    },
    {
      "ucid": "21112178591430261",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "मैं WhatsApp पे डाल दे रहा हूं अपना नंबर, ठीक है? आप...",
      "comment": "The call ended without a committed next step; the agent only offered to send his number, rather than scheduling a callback or sending a quote."
    }
  ],
  "objections": [
    {
      "ucid": "21112178591430261",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "चलो, मेरे को एक बार आप ना जरा आधा घंटे का टाइम दो। मैं अभी पूछ के ना एक बार आपसे बात करता हूं।",
      "response": "मैं WhatsApp पे डाल दे रहा हूं अपना नंबर, ठीक है? आप..."
    }
  ],
  "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": []
}