{
  "ucid": "21112178593323581",
  "call_date": "2026-08-05",
  "start_time": "1899-12-30 18:03:55",
  "end_time": "1899-12-30 18:05:34",
  "duration_sec": 99,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "Onboarded",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA436ca6f2da7acb3a56b568961937e17e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 169,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178593323581__DIA436ca6f2da7acb3a56b568961937e17e.mp3",
  "audio_bytes": 260280,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 86.76,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?\n[1s] AGENT: Hello?\n[2s] CUSTOMER: Yeah.\n[3s] AGENT: Uh yes sir, good evening. Karthikeya this side from JSW One.\n[6s] CUSTOMER: Answer.\n[7s] AGENT: Uh sir, in your Marcos Filter, do you have any steel requirement at the end?\n[10s] CUSTOMER: No sir.\n[11s] CUSTOMER: Oh, Marcos Filter has closed, sir. It has merged with RK Force, sir.   (Oh, Marcos Filter to close ho gaya hai sir. RK Force se merge ho gaya hai sir.)\n[15s] AGENT: Okay, okay. So that means it's in another firm. So in that, are you procuring steel from us or from some distributor as of now?   (ठीक है, ठीक है। तो मतलब दूसरे फर्म में है। तो उसमे मतलब steel आप procure कर रहे हो हमारे से या फिर किसी distributor से कर रहे हो as of now?)\n[20s] CUSTOMER: As of now.\n[21s] CUSTOMER: Okay, okay. Now 2.5 HR sheet price?\n[24s] AGENT: Okay, 2.5 HR sheet, right?   (Okay, 2.5 HR sheet, na?)\n[25s] CUSTOMER: Yeah sir, 8 by 4.\n[26s] AGENT: Uh sir, our price is 58,500 ex-Bangalore.\n[30s] CUSTOMER: Ex-Bangalore, sir?\n[31s] AGENT: Yes, 58,500.   (हां, 58,500.)\n[32s] CUSTOMER: 58,500 including GST, sir?\n[34s] AGENT: No sir, without GST. HR sheets.\n[36s] CUSTOMER: Without GST. Okay, okay, okay.\n[37s] AGENT: Hmm hmm.\n[38s] AGENT: 58,500.\n[39s] CUSTOMER: 58,500 per ton.\n[40s] AGENT: Per ton.\n[40s] CUSTOMER: Okay, okay.\n[41s] CUSTOMER: I will tell you sir.\n[42s] AGENT: Okay. And your quantity sir, can I... minimum quantity is 5 tons to purchase from us.\n[45s] CUSTOMER: Yeah.\n[45s] CUSTOMER: Okay, I will...\n[46s] AGENT: I'll drop you a text, you can save my number and connect with me, okay? For any requirement.\n[50s] CUSTOMER: Okay.\n[50s] AGENT: Okay, thank you so much.\n[52s] CUSTOMER: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 32,
  "connected": 1,
  "audio_notes": "clear: Some light background noise is present but it does not affect transcription reliability.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "32 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 a price immediately, try to ask at least one or two discovery questions first to understand their need 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 agent contacted a lead whose company had recently merged. The customer immediately requested a price for 2.5mm HR sheet, which the agent provided. The agent did not perform any discovery or pitch any USPs, and the call ended with the customer deferring the conversation and the agent suggesting a generic text follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh yes sir, good evening. Karthikeya this side from JSW One.\", \"comment\": \"The agent identified himself and JSW One but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, in your Marcos Filter, do you have any steel requirement at the end?\", \"comment\": \"The agent did not lead with a price or availability hook, instead jumping directly to a requirement check.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions; the customer immediately took control by asking for a price.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was performed to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"And your quantity sir, can I... minimum quantity is 5 tons to purchase from us.\", \"comment\": \"The customer volunteered a requirement, but the agent failed to capture the required quantity, instead just stating the MOQ.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll drop you a text, you can save my number and connect with me, okay? For any requirement.\", \"comment\": \"The call ended with a generic, non-committal follow-up, not a specific next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a price immediately, try to ask at least one or two discovery questions first to understand their need 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\": \"Okay, okay. I will tell you sir.\", \"response\": \"I'll drop you a text, you can save my number and connect with me, okay? For any requirement.\"}], \"call_summary\": \"The agent contacted a lead whose company had recently merged. The customer immediately requested a price for 2.5mm HR sheet, which the agent provided. The agent did not perform any discovery or pitch any USPs, and the call ended with the customer deferring the conversation and the agent suggesting a generic text follow-up.\"}",
  "error": null,
  "latency_ms": 29447,
  "input_tokens": 3202,
  "output_tokens": 846,
  "created_at": "2026-09-25 10:55:23",
  "sentiment": "positive",
  "sentiment_score": 0.72,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 22,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.625,
  "agent_talk_sec": 27.0,
  "customer_talk_sec": 16.2,
  "dead_air_sec": 55.8,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 268.9,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 18,
  "discovery_qs": 5,
  "words_agent": 121,
  "words_customer": 64,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178593323581",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.31,
      "end_s": 0.88,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178593323581",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.3,
      "end_s": 1.78,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178593323581",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.28,
      "end_s": 2.58,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178593323581",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.98,
      "end_s": 5.5,
      "text_en": "Uh yes sir, good evening. Karthikeya this side from JSW One.",
      "text_native": "Uh yes sir, good evening. Karthikeya this side from JSW One."
    },
    {
      "ucid": "21112178593323581",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.86,
      "end_s": 6.26,
      "text_en": "Answer.",
      "text_native": "Answer."
    },
    {
      "ucid": "21112178593323581",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.56,
      "end_s": 9.82,
      "text_en": "Uh sir, in your Marcos Filter, do you have any steel requirement at the end?",
      "text_native": "Uh sir, in your Marcos Filter, do you have any steel requirement at the end?"
    },
    {
      "ucid": "21112178593323581",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.54,
      "text_en": "No sir.",
      "text_native": "No sir."
    },
    {
      "ucid": "21112178593323581",
      "idx": 7,
      "speaker": "customer",
      "start_s": 11.26,
      "end_s": 14.5,
      "text_en": "Oh, Marcos Filter has closed, sir. It has merged with RK Force, sir.",
      "text_native": "Oh, Marcos Filter to close ho gaya hai sir. RK Force se merge ho gaya hai sir."
    },
    {
      "ucid": "21112178593323581",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 19.8,
      "text_en": "Okay, okay. So that means it's in another firm. So in that, are you procuring steel from us or from some distributor as of now?",
      "text_native": "ठीक है, ठीक है। तो मतलब दूसरे फर्म में है। तो उसमे मतलब steel आप procure कर रहे हो हमारे से या फिर किसी distributor से कर रहे हो as of now?"
    },
    {
      "ucid": "21112178593323581",
      "idx": 9,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 20.5,
      "text_en": "As of now.",
      "text_native": "As of now."
    },
    {
      "ucid": "21112178593323581",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 23.5,
      "text_en": "Okay, okay. Now 2.5 HR sheet price?",
      "text_native": "Okay, okay. Now 2.5 HR sheet price?"
    },
    {
      "ucid": "21112178593323581",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.9,
      "end_s": 25.2,
      "text_en": "Okay, 2.5 HR sheet, right?",
      "text_native": "Okay, 2.5 HR sheet, na?"
    },
    {
      "ucid": "21112178593323581",
      "idx": 12,
      "speaker": "customer",
      "start_s": 25.4,
      "end_s": 26.3,
      "text_en": "Yeah sir, 8 by 4.",
      "text_native": "Yeah sir, 8 by 4."
    },
    {
      "ucid": "21112178593323581",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.4,
      "end_s": 29.5,
      "text_en": "Uh sir, our price is 58,500 ex-Bangalore.",
      "text_native": "Uh sir, our price is 58,500 ex-Bangalore."
    },
    {
      "ucid": "21112178593323581",
      "idx": 14,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 30.8,
      "text_en": "Ex-Bangalore, sir?",
      "text_native": "Ex-Bangalore, sir?"
    },
    {
      "ucid": "21112178593323581",
      "idx": 15,
      "speaker": "agent",
      "start_s": 31.0,
      "end_s": 31.8,
      "text_en": "Yes, 58,500.",
      "text_native": "हां, 58,500."
    },
    {
      "ucid": "21112178593323581",
      "idx": 16,
      "speaker": "customer",
      "start_s": 32.3,
      "end_s": 33.8,
      "text_en": "58,500 including GST, sir?",
      "text_native": "58,500 including GST, sir?"
    },
    {
      "ucid": "21112178593323581",
      "idx": 17,
      "speaker": "agent",
      "start_s": 34.1,
      "end_s": 35.5,
      "text_en": "No sir, without GST. HR sheets.",
      "text_native": "No sir, without GST. HR sheets."
    },
    {
      "ucid": "21112178593323581",
      "idx": 18,
      "speaker": "customer",
      "start_s": 35.9,
      "end_s": 37.0,
      "text_en": "Without GST. Okay, okay, okay.",
      "text_native": "Without GST. Okay, okay, okay."
    },
    {
      "ucid": "21112178593323581",
      "idx": 19,
      "speaker": "agent",
      "start_s": 37.3,
      "end_s": 37.7,
      "text_en": "Hmm hmm.",
      "text_native": "Hmm hmm."
    },
    {
      "ucid": "21112178593323581",
      "idx": 20,
      "speaker": "agent",
      "start_s": 38.0,
      "end_s": 38.6,
      "text_en": "58,500.",
      "text_native": "58,500."
    },
    {
      "ucid": "21112178593323581",
      "idx": 21,
      "speaker": "customer",
      "start_s": 38.6,
      "end_s": 39.5,
      "text_en": "58,500 per ton.",
      "text_native": "58,500 per ton."
    },
    {
      "ucid": "21112178593323581",
      "idx": 22,
      "speaker": "agent",
      "start_s": 39.5,
      "end_s": 39.9,
      "text_en": "Per ton.",
      "text_native": "Per ton."
    },
    {
      "ucid": "21112178593323581",
      "idx": 23,
      "speaker": "customer",
      "start_s": 40.1,
      "end_s": 40.5,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    },
    {
      "ucid": "21112178593323581",
      "idx": 24,
      "speaker": "customer",
      "start_s": 40.9,
      "end_s": 41.6,
      "text_en": "I will tell you sir.",
      "text_native": "I will tell you sir."
    },
    {
      "ucid": "21112178593323581",
      "idx": 25,
      "speaker": "agent",
      "start_s": 41.9,
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      "text_en": "Okay. And your quantity sir, can I... minimum quantity is 5 tons to purchase from us.",
      "text_native": "Okay. And your quantity sir, can I... minimum quantity is 5 tons to purchase from us."
    },
    {
      "ucid": "21112178593323581",
      "idx": 26,
      "speaker": "customer",
      "start_s": 44.8,
      "end_s": 45.1,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178593323581",
      "idx": 27,
      "speaker": "customer",
      "start_s": 45.4,
      "end_s": 46.0,
      "text_en": "Okay, I will...",
      "text_native": "Okay, I will..."
    },
    {
      "ucid": "21112178593323581",
      "idx": 28,
      "speaker": "agent",
      "start_s": 46.0,
      "end_s": 49.8,
      "text_en": "I'll drop you a text, you can save my number and connect with me, okay? For any requirement.",
      "text_native": "I'll drop you a text, you can save my number and connect with me, okay? For any requirement."
    },
    {
      "ucid": "21112178593323581",
      "idx": 29,
      "speaker": "customer",
      "start_s": 49.8,
      "end_s": 50.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178593323581",
      "idx": 30,
      "speaker": "agent",
      "start_s": 50.2,
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      "text_en": "Okay, thank you so much.",
      "text_native": "Okay, thank you so much."
    },
    {
      "ucid": "21112178593323581",
      "idx": 31,
      "speaker": "customer",
      "start_s": 51.5,
      "end_s": 51.8,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178593323581",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh yes sir, good evening. Karthikeya this side from JSW One.",
      "comment": "The agent identified himself and JSW One but did not ask for permission to speak."
    },
    {
      "ucid": "21112178593323581",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, in your Marcos Filter, do you have any steel requirement at the end?",
      "comment": "The agent did not lead with a price or availability hook, instead jumping directly to a requirement check."
    },
    {
      "ucid": "21112178593323581",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any discovery questions; the customer immediately took control by asking for a price."
    },
    {
      "ucid": "21112178593323581",
      "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 to identify customer needs."
    },
    {
      "ucid": "21112178593323581",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "And your quantity sir, can I... minimum quantity is 5 tons to purchase from us.",
      "comment": "The customer volunteered a requirement, but the agent failed to capture the required quantity, instead just stating the MOQ."
    },
    {
      "ucid": "21112178593323581",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll drop you a text, you can save my number and connect with me, okay? For any requirement.",
      "comment": "The call ended with a generic, non-committal follow-up, not a specific next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178593323581",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Okay, okay. I will tell you sir.",
      "response": "I'll drop you a text, you can save my number and connect with me, okay? For any requirement."
    }
  ],
  "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": []
}