{
  "ucid": "21112178834639071",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 16:23:10",
  "end_time": "2026-09-02 16:24:32",
  "duration_sec": 82,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc327745b0726c6d32b74092a904f39fd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1223,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834639071__DIAc327745b0726c6d32b74092a904f39fd.mp3",
  "audio_bytes": 194400,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 64.8,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello, am I speaking with Bharat Engineering, sir?   (हॅलो, भारत इंजिनिअरिंग से बात कर रहे हैं सर?)\n[3s] CUSTOMER: Yes, go on.   (हां, चलो।)\n[4s] AGENT: Yes, hello, this is Abdul speaking from JSW, sir.   (जी नमस्कार, अब्दुल बात कर रहा हूं सर मैं JSW से।)\n[6s] CUSTOMER: Yes, tell me.   (हां बोलिए ना।)\n[6s] AGENT: Sir, do you have any requirement in HR, that's why I called, HR-   (सर कुछ रिक्वायरमेंट है क्या HR में इसीलिए फोन किया था HR-)\n[8s] CUSTOMER: No no, my quantity is very low, sir.   (नहीं नहीं, वो मेरा क्वांटिटी बहुत कम रहता है सर।)\n[10s] AGENT: What is the quantity, sir?   (कितना क्वांटिटी है सर?)\n[11s] CUSTOMER: It's only 100-200 kilos.   (सौ-दो सौ किलो ही रहता है।)\n[12s] AGENT: And... oh, no problem. If you can increase the quantity, you can, if you get a good rate.   (और अरे कोई नहीं। कुछ क्वांटिटी बढ़ा सकते तो बढ़ा सकते अगर अच्छा रेट मिल जाएगा आपको।)\n[15s] CUSTOMER: What's the point, sir?   (क्या करने का सर?)\n[16s] CUSTOMER: 100-200 kilos is the maximum.   (सौ-दो सौ किलो मैक्सिमम रहता है।)\n[17s] AGENT: Hmm.   (हम्म।)\n[18s] CUSTOMER: So not that much, right? I also had the app, it showed. I downloaded it from there.   (तो उतना नहीं ना। वो मैंने भी ऐप का था, दिखाया। इससे डाउनलोड किया मैंने।)\n[21s] AGENT: Okay, what do you do? I mean, do you do trading, or some manufacturing, sir?   (अच्छा क्या करते हैं आप? मतलब ट्रेडिंग करते हैं, कुछ मैन्युफैक्चरिंग करते हैं सर आप?)\n[23s] CUSTOMER: Yes, I do manufacturing.   (हां, मैं मैन्युफैक्चरिंग करता हूं।)\n[24s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[24s] AGENT: Yes, so it will be better, please increase. After some time, we will provide you with credit etc. for free.   (हां तो बेटर रहेगा ना, इनक्रीस कीजिए। अभी कुछ टाइम के बाद आपको क्रेडिट वगरह प्रोवाइड कर देंगे हम लोग फ्री।)\n[27s] CUSTOMER: No no, the requirement is not always the same.   (नहीं नहीं, रिक्वायरमेंट एक जैसा नहीं रहता ना।)\n[29s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[29s] CUSTOMER: My requirement is different every time. Because my work is of a tool room type, it's not production work.   (मेरा रिक्वायरमेंट हर टाइम अलग रहता है। क्योंकि अपना ऐसा टूल रूम टाइप का काम है, ऐसा प्रोडक्शन का काम नहीं है।)\n[33s] AGENT: Okay, okay.   (अच्छा अच्छा।)\n[34s] AGENT: Should I WhatsApp you from my personal number? Whenever you have a requirement, you can give me the inquiry.   (मैं WhatsApp कर दूं मैं अपने पर्सनल नंबर से? जब होगा तब आप मुझे आप इंक्वायरी दे दीजिएगा ना।)\n[37s] CUSTOMER: Okay, if I have one, I'll give it to you.   (ठीक है, रहा तो देता हूं मैं आपको।)\n[38s] AGENT: I'll send my number on WhatsApp, okay?   (मैं WhatsApp नंबर कर देता हूं, ठीक है?)\n[39s] CUSTOMER: Yes, that will work.   (हां, चलेगा।)\n[39s] AGENT: Thank you, sir.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 27,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "27 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": 0.5,
  "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": "You jumped straight to asking for a requirement and skipped all discovery. Even with a low-quantity customer, you must follow the pitch structure to understand their business and properly disposition the lead.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a newly registered manufacturer. The customer explained their business is 'tool room type' with very low quantity needs (100-200 kg), which is below JSW's MOQ. The agent did not follow the pitch structure, skipping discovery and education, and ended the call with a vague offer to connect in the future.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"[6s] AGENT: Sir, do you have any requirement in HR, that's why I called, HR-\", \"comment\": \"The agent immediately asked for a requirement, applying sales pressure without a warm welcome or positioning as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"[2s] AGENT: Hello, am I speaking with Bharat Engineering, sir? ... [34s] AGENT: Should I WhatsApp you from my personal number?\", \"comment\": \"The agent verified the company name and implicitly confirmed the contact number for WhatsApp, but did not ask for procurement city or decision-making involvement.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"The agent only asked about business type and quantity, failing to meet the minimum threshold of 4 questions for discovery.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's features or benefits, even after the customer mentioned using the app.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After the customer stated no current requirement due to low quantity, the agent did not schedule a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague offer for the customer to reach out in the future, not a specific, scheduled next step like a quote or callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You jumped straight to asking for a requirement and skipped all discovery. Even with a low-quantity customer, you must follow the pitch structure to understand their business and properly disposition the lead.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"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\": [], \"call_summary\": \"The agent contacted a newly registered manufacturer. The customer explained their business is 'tool room type' with very low quantity needs (100-200 kg), which is below JSW's MOQ. The agent did not follow the pitch structure, skipping discovery and education, and ended the call with a vague offer to connect in the future.\"}",
  "error": null,
  "latency_ms": 41188,
  "input_tokens": 3502,
  "output_tokens": 790,
  "created_at": "2026-09-25 11:47:59",
  "sentiment": "negative",
  "sentiment_score": -0.183,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 3,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.56,
  "agent_talk_sec": 21.4,
  "customer_talk_sec": 16.8,
  "dead_air_sec": 43.8,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 347.7,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 13,
  "discovery_qs": 6,
  "words_agent": 124,
  "words_customer": 93,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834639071",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.89,
      "end_s": 1.29,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178834639071",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 2.98,
      "text_en": "Hello, am I speaking with Bharat Engineering, sir?",
      "text_native": "हॅलो, भारत इंजिनिअरिंग से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178834639071",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.06,
      "end_s": 3.46,
      "text_en": "Yes, go on.",
      "text_native": "हां, चलो।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 5.6,
      "text_en": "Yes, hello, this is Abdul speaking from JSW, sir.",
      "text_native": "जी नमस्कार, अब्दुल बात कर रहा हूं सर मैं JSW से।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.78,
      "end_s": 6.2,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए ना।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 8.4,
      "text_en": "Sir, do you have any requirement in HR, that's why I called, HR-",
      "text_native": "सर कुछ रिक्वायरमेंट है क्या HR में इसीलिए फोन किया था HR-"
    },
    {
      "ucid": "21112178834639071",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.4,
      "end_s": 10.2,
      "text_en": "No no, my quantity is very low, sir.",
      "text_native": "नहीं नहीं, वो मेरा क्वांटिटी बहुत कम रहता है सर।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.2,
      "end_s": 10.98,
      "text_en": "What is the quantity, sir?",
      "text_native": "कितना क्वांटिटी है सर?"
    },
    {
      "ucid": "21112178834639071",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.98,
      "end_s": 12.0,
      "text_en": "It's only 100-200 kilos.",
      "text_native": "सौ-दो सौ किलो ही रहता है।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 15.0,
      "text_en": "And... oh, no problem. If you can increase the quantity, you can, if you get a good rate.",
      "text_native": "और अरे कोई नहीं। कुछ क्वांटिटी बढ़ा सकते तो बढ़ा सकते अगर अच्छा रेट मिल जाएगा आपको।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.0,
      "end_s": 15.7,
      "text_en": "What's the point, sir?",
      "text_native": "क्या करने का सर?"
    },
    {
      "ucid": "21112178834639071",
      "idx": 11,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 17.1,
      "text_en": "100-200 kilos is the maximum.",
      "text_native": "सौ-दो सौ किलो मैक्सिमम रहता है।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 12,
      "speaker": "agent",
      "start_s": 17.3,
      "end_s": 17.7,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 13,
      "speaker": "customer",
      "start_s": 17.8,
      "end_s": 20.7,
      "text_en": "So not that much, right? I also had the app, it showed. I downloaded it from there.",
      "text_native": "तो उतना नहीं ना। वो मैंने भी ऐप का था, दिखाया। इससे डाउनलोड किया मैंने।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 14,
      "speaker": "agent",
      "start_s": 20.7,
      "end_s": 23.0,
      "text_en": "Okay, what do you do? I mean, do you do trading, or some manufacturing, sir?",
      "text_native": "अच्छा क्या करते हैं आप? मतलब ट्रेडिंग करते हैं, कुछ मैन्युफैक्चरिंग करते हैं सर आप?"
    },
    {
      "ucid": "21112178834639071",
      "idx": 15,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 24.0,
      "text_en": "Yes, I do manufacturing.",
      "text_native": "हां, मैं मैन्युफैक्चरिंग करता हूं।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 16,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 24.5,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 17,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 27.4,
      "text_en": "Yes, so it will be better, please increase. After some time, we will provide you with credit etc. for free.",
      "text_native": "हां तो बेटर रहेगा ना, इनक्रीस कीजिए। अभी कुछ टाइम के बाद आपको क्रेडिट वगरह प्रोवाइड कर देंगे हम लोग फ्री।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 18,
      "speaker": "customer",
      "start_s": 27.4,
      "end_s": 28.7,
      "text_en": "No no, the requirement is not always the same.",
      "text_native": "नहीं नहीं, रिक्वायरमेंट एक जैसा नहीं रहता ना।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 19,
      "speaker": "agent",
      "start_s": 28.7,
      "end_s": 29.2,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 20,
      "speaker": "customer",
      "start_s": 29.2,
      "end_s": 33.2,
      "text_en": "My requirement is different every time. Because my work is of a tool room type, it's not production work.",
      "text_native": "मेरा रिक्वायरमेंट हर टाइम अलग रहता है। क्योंकि अपना ऐसा टूल रूम टाइप का काम है, ऐसा प्रोडक्शन का काम नहीं है।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 21,
      "speaker": "agent",
      "start_s": 33.2,
      "end_s": 33.7,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 22,
      "speaker": "agent",
      "start_s": 33.7,
      "end_s": 36.6,
      "text_en": "Should I WhatsApp you from my personal number? Whenever you have a requirement, you can give me the inquiry.",
      "text_native": "मैं WhatsApp कर दूं मैं अपने पर्सनल नंबर से? जब होगा तब आप मुझे आप इंक्वायरी दे दीजिएगा ना।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 23,
      "speaker": "customer",
      "start_s": 36.6,
      "end_s": 37.8,
      "text_en": "Okay, if I have one, I'll give it to you.",
      "text_native": "ठीक है, रहा तो देता हूं मैं आपको।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 24,
      "speaker": "agent",
      "start_s": 37.8,
      "end_s": 39.0,
      "text_en": "I'll send my number on WhatsApp, okay?",
      "text_native": "मैं WhatsApp नंबर कर देता हूं, ठीक है?"
    },
    {
      "ucid": "21112178834639071",
      "idx": 25,
      "speaker": "customer",
      "start_s": 39.0,
      "end_s": 39.4,
      "text_en": "Yes, that will work.",
      "text_native": "हां, चलेगा।"
    },
    {
      "ucid": "21112178834639071",
      "idx": 26,
      "speaker": "agent",
      "start_s": 39.4,
      "end_s": 40.1,
      "text_en": "Thank you, sir.",
      "text_native": "Thank you, sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834639071",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "[6s] AGENT: Sir, do you have any requirement in HR, that's why I called, HR-",
      "comment": "The agent immediately asked for a requirement, applying sales pressure without a warm welcome or positioning as a helper."
    },
    {
      "ucid": "21112178834639071",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "partial",
      "earned": 0.5,
      "questions_hit": 2,
      "evidence": "[2s] AGENT: Hello, am I speaking with Bharat Engineering, sir? ... [34s] AGENT: Should I WhatsApp you from my personal number?",
      "comment": "The agent verified the company name and implicitly confirmed the contact number for WhatsApp, but did not ask for procurement city or decision-making involvement."
    },
    {
      "ucid": "21112178834639071",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "",
      "comment": "The agent only asked about business type and quantity, failing to meet the minimum threshold of 4 questions for discovery."
    },
    {
      "ucid": "21112178834639071",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain any of the platform's features or benefits, even after the customer mentioned using the app."
    },
    {
      "ucid": "21112178834639071",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "After the customer stated no current requirement due to low quantity, the agent did not schedule a specific callback date."
    },
    {
      "ucid": "21112178834639071",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a vague offer for the customer to reach out in the future, not a specific, scheduled next step like a quote or callback."
    }
  ],
  "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": []
}