{
  "ucid": "21112178834032431",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 14:42:04",
  "end_time": "2026-09-02 14:43:12",
  "duration_sec": 68,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAdd15066a00a4a290a4df2a743530201a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1276,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834032431__DIAdd15066a00a4a290a4df2a743530201a.mp3",
  "audio_bytes": 160056,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 53.352,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello. Sir, I was calling from JSW, from JSW Steel.   (हेलो। सर JSW से बात कर रहा था मैं, JSW Steel से।)\n[8s] CUSTOMER: Yes, tell me.   (हां बोलिए ना।)\n[9s] AGENT: Uh sir, are you looking for any requirement?   (अ सर कुछ requirement में देख रहे हैं?)\n[11s] CUSTOMER: Uh, in a week, a requirement for 240 bags came, but I didn't get the rate from you. I did get a call. It was for UltraTech.   (अ वीक में दो 240 bag का आया था लेकिन मेरे को rate नहीं मिला आपके यहां से। कॉल तो आया था मुझे। UltraTech में आया था।)\n[16s] AGENT: Oh, you are talking about cements?   (अच्छा, ये cements की बात कर रहे हैं आप?)\n[18s] CUSTOMER: I'm talking about cement, yes.   (Cement की बात कर रहा हूं, हां।)\n[19s] AGENT: Understood.   (समझ गया।)\n[20s] AGENT: Oh, no, actually sir, this is the steel department, so I will transfer the entire account to the cement department for you.   (अच्छा नहीं actually सर ये steel department है, इसके लिए मैं cement department में पूरा account भी transfer कर देता हूं आपका।)\n[24s] CUSTOMER: Oh, is it separate? Okay. Okay.   (अच्छा अलग है क्या? Okay. Okay.)\n[26s] AGENT: Right. Right.\n[26s] CUSTOMER: That's fine. What is your good name? I'll see if there's anything from you.   (चलेगा। आपका शुभ नाम क्या है? मैं देखता हूं कुछ आपका रहेगा तो)\n[29s] AGENT: Dhruv. Dhruv. My name is Dhruv.   (ध्रुव। ध्रुव। ध्रुव नाम है मेरा।)\n[30s] CUSTOMER: Dhruv bhai, right? Okay. Dhruv bhai, I'll save your number. If there's anything, I'll let you know.   (ध्रुव भाई ना? ठीक है। मैं ध्रुव भाई आपका number save करके रखता हूं। कुछ रहेगा तो मैं आपको बताता हूं।)\n[34s] AGENT: Okay sir, okay.   (ठीक है सर, ठीक है।)\n[36s] CUSTOMER: Okay.\n[36s] AGENT: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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": "new_registration",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a lead asks for a different product like cement, first handle their request, but then pivot to ask if they also have any steel requirements before ending the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "cement",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "cement",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a newly registered lead who was looking for cement. The agent correctly identified the product mismatch and stated they would transfer the account to the cement department. The call ended without any discovery or discussion about potential steel requirements.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement?\", \"comment\": \"The agent immediately jumped into a transactional question rather than a warm welcome that positions them as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No basic profile questions were asked before the call was derailed by the product mismatch.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer's need was for cement, not steel.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The platform was not mentioned or explained.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there's anything, I'll let you know.\", \"comment\": \"The agent identified a need for a different product but did not pivot to check for a steel requirement or set a specific callback.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there's anything, I'll let you know.\", \"comment\": \"The call ended without a quote, a specific callback date, or a scheduled walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a lead asks for a different product like cement, first handle their request, but then pivot to ask if they also have any steel requirements before ending the call.\", \"segment_detected\": \"cement\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"cement\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a newly registered lead who was looking for cement. The agent correctly identified the product mismatch and stated they would transfer the account to the cement department. The call ended without any discovery or discussion about potential steel requirements.\"}",
  "error": null,
  "latency_ms": 31707,
  "input_tokens": 3167,
  "output_tokens": 694,
  "created_at": "2026-09-25 11:50:25",
  "sentiment": "neutral",
  "sentiment_score": -0.085,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 4,
  "lex_hits": 13,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.476,
  "agent_talk_sec": 13.1,
  "customer_talk_sec": 14.4,
  "dead_air_sec": 40.5,
  "longest_monologue_sec": 4.2,
  "agent_wpm": 274.8,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 7,
  "discovery_qs": 2,
  "words_agent": 60,
  "words_customer": 73,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834032431",
      "idx": 0,
      "speaker": "agent",
      "start_s": 4.98,
      "end_s": 7.51,
      "text_en": "Hello. Sir, I was calling from JSW, from JSW Steel.",
      "text_native": "हेलो। सर JSW से बात कर रहा था मैं, JSW Steel से।"
    },
    {
      "ucid": "21112178834032431",
      "idx": 1,
      "speaker": "customer",
      "start_s": 7.97,
      "end_s": 8.6,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए ना।"
    },
    {
      "ucid": "21112178834032431",
      "idx": 2,
      "speaker": "agent",
      "start_s": 9.2,
      "end_s": 10.78,
      "text_en": "Uh sir, are you looking for any requirement?",
      "text_native": "अ सर कुछ requirement में देख रहे हैं?"
    },
    {
      "ucid": "21112178834032431",
      "idx": 3,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 15.8,
      "text_en": "Uh, in a week, a requirement for 240 bags came, but I didn't get the rate from you. I did get a call. It was for UltraTech.",
      "text_native": "अ वीक में दो 240 bag का आया था लेकिन मेरे को rate नहीं मिला आपके यहां से। कॉल तो आया था मुझे। UltraTech में आया था।"
    },
    {
      "ucid": "21112178834032431",
      "idx": 4,
      "speaker": "agent",
      "start_s": 16.39,
      "end_s": 17.8,
      "text_en": "Oh, you are talking about cements?",
      "text_native": "अच्छा, ये cements की बात कर रहे हैं आप?"
    },
    {
      "ucid": "21112178834032431",
      "idx": 5,
      "speaker": "customer",
      "start_s": 18.0,
      "end_s": 19.14,
      "text_en": "I'm talking about cement, yes.",
      "text_native": "Cement की बात कर रहा हूं, हां।"
    },
    {
      "ucid": "21112178834032431",
      "idx": 6,
      "speaker": "agent",
      "start_s": 19.14,
      "end_s": 20.0,
      "text_en": "Understood.",
      "text_native": "समझ गया।"
    },
    {
      "ucid": "21112178834032431",
      "idx": 7,
      "speaker": "agent",
      "start_s": 20.48,
      "end_s": 23.8,
      "text_en": "Oh, no, actually sir, this is the steel department, so I will transfer the entire account to the cement department for you.",
      "text_native": "अच्छा नहीं actually सर ये steel department है, इसके लिए मैं cement department में पूरा account भी transfer कर देता हूं आपका।"
    },
    {
      "ucid": "21112178834032431",
      "idx": 8,
      "speaker": "customer",
      "start_s": 23.8,
      "end_s": 25.3,
      "text_en": "Oh, is it separate? Okay. Okay.",
      "text_native": "अच्छा अलग है क्या? Okay. Okay."
    },
    {
      "ucid": "21112178834032431",
      "idx": 9,
      "speaker": "agent",
      "start_s": 25.6,
      "end_s": 26.2,
      "text_en": "Right. Right.",
      "text_native": "Right. Right."
    },
    {
      "ucid": "21112178834032431",
      "idx": 10,
      "speaker": "customer",
      "start_s": 26.48,
      "end_s": 28.8,
      "text_en": "That's fine. What is your good name? I'll see if there's anything from you.",
      "text_native": "चलेगा। आपका शुभ नाम क्या है? मैं देखता हूं कुछ आपका रहेगा तो"
    },
    {
      "ucid": "21112178834032431",
      "idx": 11,
      "speaker": "agent",
      "start_s": 28.8,
      "end_s": 30.1,
      "text_en": "Dhruv. Dhruv. My name is Dhruv.",
      "text_native": "ध्रुव। ध्रुव। ध्रुव नाम है मेरा।"
    },
    {
      "ucid": "21112178834032431",
      "idx": 12,
      "speaker": "customer",
      "start_s": 30.1,
      "end_s": 34.0,
      "text_en": "Dhruv bhai, right? Okay. Dhruv bhai, I'll save your number. If there's anything, I'll let you know.",
      "text_native": "ध्रुव भाई ना? ठीक है। मैं ध्रुव भाई आपका number save करके रखता हूं। कुछ रहेगा तो मैं आपको बताता हूं।"
    },
    {
      "ucid": "21112178834032431",
      "idx": 13,
      "speaker": "agent",
      "start_s": 34.0,
      "end_s": 35.0,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    },
    {
      "ucid": "21112178834032431",
      "idx": 14,
      "speaker": "customer",
      "start_s": 35.5,
      "end_s": 35.8,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178834032431",
      "idx": 15,
      "speaker": "agent",
      "start_s": 36.3,
      "end_s": 36.8,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834032431",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, are you looking for any requirement?",
      "comment": "The agent immediately jumped into a transactional question rather than a warm welcome that positions them as a helper."
    },
    {
      "ucid": "21112178834032431",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No basic profile questions were asked before the call was derailed by the product mismatch."
    },
    {
      "ucid": "21112178834032431",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the customer's need was for cement, not steel."
    },
    {
      "ucid": "21112178834032431",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The platform was not mentioned or explained."
    },
    {
      "ucid": "21112178834032431",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If there's anything, I'll let you know.",
      "comment": "The agent identified a need for a different product but did not pivot to check for a steel requirement or set a specific callback."
    },
    {
      "ucid": "21112178834032431",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If there's anything, I'll let you know.",
      "comment": "The call ended without a quote, a specific callback date, or a scheduled walkthrough."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}