{
  "ucid": "21112178841807271",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 12:17:52",
  "end_time": "2026-09-03 12:20:16",
  "duration_sec": 144,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA872d1e6da4d38a4239d4df951298d3ea.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1107,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178841807271__DIA872d1e6da4d38a4239d4df951298d3ea.mp3",
  "audio_bytes": 354456,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 118.152,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello, hello. Am I speaking with Umesh ji?   (हेलो, हेलो। उमेश जी बात कर रहे हैं?)\n[2s] CUSTOMER: Yes, speaking.   (हां, बोल रहा हूं।)\n[3s] AGENT: I was calling from JSW One, sir, hello.   (JSW One से बात कर रहा था सर, नमस्कार।)\n[4s] CUSTOMER: Yes, tell me.   (हां, बोलो।)\n[5s] AGENT: Sir, your account was registered recently, so I wanted to know a little. Do you have two minutes to talk, sir?   (आपका सर recently account register हुआ था अभी, तो थोड़ा जानना था। दो मिनट है सर बात करने के लिए?)\n[9s] CUSTOMER: Yes, one minute, okay.   (हां, एक मिनट हां।)\n[11s] CUSTOMER: One minute.   (एक मिनट।)\n[12s] AGENT: Yes, yes, yes.   (जी, जी, जी।)\n[16s] CUSTOMER: Tell me.   (बोलिए।)\n[16s] AGENT: Sir, I was asking, I was calling from JSW One, so I wanted to know a little, an account was registered under the name Umesh Nageshkar.   (सर ये पूछ रहा था कि अभी JSW One से बात कर रहा था, तो आपका थोड़ा जानना था, उमेश नागेशकर करके अकाउंट registered था।)\n[20s] AGENT: So can you tell me a little, what do you manufacture, do you trade, what do you do, sir?   (तो थोड़ा बता सकते हैं क्या manufacturing करते हैं, trading करते हैं, क्या करते हो सर?)\n[23s] CUSTOMER: We are contractors.   (हम contractor हैं।)\n[24s] AGENT: Okay, you take contracts. Okay, okay.   (Okay, contracts लेते हैं। Okay, okay.)\n[25s] AGENT: So is there any ongoing contract right now, sir, in which we can serve steel?   (तो अभी कुछ है ongoing contract सर, जो हम serve कर सकें उसमें steel?)\n[28s] CUSTOMER: It's ongoing, right? We are using your, your material only.   (अभी चालू है ना। आपका, आपका material ही use कर रहे हैं हम।)\n[30s] AGENT: No, you are using our material, sir, but you must be taking that from a local vendor.   (नहीं, हमारा material तो सर use कर रहे हो, वो तो सर local vendor से ले रहे होंगे आप।)\n[33s] CUSTOMER: Yes?   (हां?)\n[33s] AGENT: Right?   (है ना?)\n[34s] CUSTOMER: Yes.   (हां।)\n[34s] AGENT: Okay, I am saying take the material from JSW One, directly from the company.   (अच्छा, मैं बोल रहा हूं JSW One direct company से लो ना आप material.)\n[37s] CUSTOMER: Yes, that's right.   (हां, बराबर है।)\n[38s] AGENT: So is there any requirement right now that we at JSW One can serve you?   (तो अभी कुछ है requirement जो अपन serve कर पाएं JSW One आपको?)\n[40s] CUSTOMER: Not right now.   (अभी तो नहीं है।)\n[41s] AGENT: Not right now.   (अभी नहीं है।)\n[41s] CUSTOMER: It will come up.   (निकलेगा।)\n[42s] AGENT: Okay, okay.   (अच्छा, अच्छा।)\n[42s] CUSTOMER: What it is now, it's the rainy season, right?   (अभी क्या है, अभी बारिश का ये है ना।)\n[44s] AGENT: Hmm hmm, that's right.   (हम्म हम्म, बराबर है।)\n[45s] CUSTOMER: Yes.   (हां।)\n[45s] AGENT: Okay. So when can it be, sir? 10-20 days or when, next month? What are the chances, sir? When can it come?   (ठीक है। तो कब हो सकता है सर? दस-बीस दिन या फिर कब, अगले महीने? चांसेस क्या लग रहे हैं सर? कब आ सकता है?)\n[49s] CUSTOMER: What it is now, everything starts after Diwali, right?   (अभी क्या है, Diwali के बाद चालू होता है ना सब।)\n[50s] AGENT: Okay, okay, after Diwali. Okay, what I'll do until then, sir, is I'll send my card to your number on WhatsApp. You let me know, sir, around Diwali whenever you get a contract.   (अच्छा, अच्छा, Diwali के बाद। ठीक है, मैं तब तक क्या करता हूं सर, ये आपका नंबर पे मैं एक बार card भेज के रखता हूं WhatsApp पे। आप मेरेको बताना सर Diwali पे जब भी आपके पास contract आए।)\n[56s] CUSTOMER: Yes, that will work.   (हां, चलेगा।)\n[57s] AGENT: Okay, sir. Okay sir, hello.   (ठीक है सर। Okay सर, नमस्कार।)\n[58s] CUSTOMER: Okay, hello.   (Okay, नमस्कार।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 35,
  "connected": 1,
  "audio_notes": "noisy: There is significant background noise (machinery sounds) on the customer's side, but the speech is still intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "35 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 customer has no immediate need, your goal is to do full discovery and educate them on our value, so they call *us* first when the need arises; you missed this opportunity by not asking about their business or explaining our platform.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "construction",
  "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 contacted a newly registered user who identified as a contractor already using JSW material from local vendors. The customer had no immediate requirement due to the season, with needs expected after Diwali. The agent performed very little discovery, did not educate the customer on the platform's value, and ended the call by asking the customer to get in touch when a requirement arises.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, your account was registered recently, so I wanted to know a little. Do you have two minutes to talk, sir?\", \"comment\": \"The agent stated the reason for the call and correctly asked for permission to speak.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the customer's name but did not ask for company name, procurement city, or role in procurement.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"The agent only asked for business type and confirmed current JSW usage, but failed to ask about quantity, applications, payment terms, or reasons for not buying direct.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent only suggested buying 'directly from the company' without explaining any of the platform's benefits like transparent pricing, TC, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After the customer said they had no current requirement, the agent accepted a vague 'after Diwali' timeline instead of scheduling a specific callback date.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a passive 'you let me know' instruction, failing to secure one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate need, your goal is to do full discovery and educate them on our value, so they call *us* first when the need arises; you missed this opportunity by not asking about their business or explaining our platform.\", \"segment_detected\": \"construction\", \"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\": [], \"call_summary\": \"The agent contacted a newly registered user who identified as a contractor already using JSW material from local vendors. The customer had no immediate requirement due to the season, with needs expected after Diwali. The agent performed very little discovery, did not educate the customer on the platform's value, and ended the call by asking the customer to get in touch when a requirement arises.\"}",
  "error": null,
  "latency_ms": 43164,
  "input_tokens": 3780,
  "output_tokens": 779,
  "created_at": "2026-09-25 11:42:30",
  "sentiment": "positive",
  "sentiment_score": 0.171,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.728,
  "agent_talk_sec": 35.6,
  "customer_talk_sec": 13.3,
  "dead_air_sec": 95.1,
  "longest_monologue_sec": 6.2,
  "agent_wpm": 375.8,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 17,
  "discovery_qs": 10,
  "words_agent": 223,
  "words_customer": 63,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178841807271",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.68,
      "end_s": 2.0,
      "text_en": "Hello, hello. Am I speaking with Umesh ji?",
      "text_native": "हेलो, हेलो। उमेश जी बात कर रहे हैं?"
    },
    {
      "ucid": "21112178841807271",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.78,
      "text_en": "Yes, speaking.",
      "text_native": "हां, बोल रहा हूं।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.78,
      "end_s": 4.23,
      "text_en": "I was calling from JSW One, sir, hello.",
      "text_native": "JSW One से बात कर रहा था सर, नमस्कार।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.43,
      "end_s": 4.88,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलो।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.1,
      "end_s": 8.5,
      "text_en": "Sir, your account was registered recently, so I wanted to know a little. Do you have two minutes to talk, sir?",
      "text_native": "आपका सर recently account register हुआ था अभी, तो थोड़ा जानना था। दो मिनट है सर बात करने के लिए?"
    },
    {
      "ucid": "21112178841807271",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.6,
      "text_en": "Yes, one minute, okay.",
      "text_native": "हां, एक मिनट हां।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.48,
      "end_s": 11.98,
      "text_en": "One minute.",
      "text_native": "एक मिनट।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.18,
      "end_s": 12.58,
      "text_en": "Yes, yes, yes.",
      "text_native": "जी, जी, जी।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 15.9,
      "text_en": "Tell me.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 19.5,
      "text_en": "Sir, I was asking, I was calling from JSW One, so I wanted to know a little, an account was registered under the name Umesh Nageshkar.",
      "text_native": "सर ये पूछ रहा था कि अभी JSW One से बात कर रहा था, तो आपका थोड़ा जानना था, उमेश नागेशकर करके अकाउंट registered था।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.7,
      "end_s": 22.4,
      "text_en": "So can you tell me a little, what do you manufacture, do you trade, what do you do, sir?",
      "text_native": "तो थोड़ा बता सकते हैं क्या manufacturing करते हैं, trading करते हैं, क्या करते हो सर?"
    },
    {
      "ucid": "21112178841807271",
      "idx": 11,
      "speaker": "customer",
      "start_s": 22.6,
      "end_s": 23.7,
      "text_en": "We are contractors.",
      "text_native": "हम contractor हैं।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 12,
      "speaker": "agent",
      "start_s": 23.9,
      "end_s": 25.1,
      "text_en": "Okay, you take contracts. Okay, okay.",
      "text_native": "Okay, contracts लेते हैं। Okay, okay."
    },
    {
      "ucid": "21112178841807271",
      "idx": 13,
      "speaker": "agent",
      "start_s": 25.3,
      "end_s": 27.5,
      "text_en": "So is there any ongoing contract right now, sir, in which we can serve steel?",
      "text_native": "तो अभी कुछ है ongoing contract सर, जो हम serve कर सकें उसमें steel?"
    },
    {
      "ucid": "21112178841807271",
      "idx": 14,
      "speaker": "customer",
      "start_s": 27.6,
      "end_s": 29.7,
      "text_en": "It's ongoing, right? We are using your, your material only.",
      "text_native": "अभी चालू है ना। आपका, आपका material ही use कर रहे हैं हम।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 15,
      "speaker": "agent",
      "start_s": 29.9,
      "end_s": 32.5,
      "text_en": "No, you are using our material, sir, but you must be taking that from a local vendor.",
      "text_native": "नहीं, हमारा material तो सर use कर रहे हो, वो तो सर local vendor से ले रहे होंगे आप।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 16,
      "speaker": "customer",
      "start_s": 32.6,
      "end_s": 32.9,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178841807271",
      "idx": 17,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 33.4,
      "text_en": "Right?",
      "text_native": "है ना?"
    },
    {
      "ucid": "21112178841807271",
      "idx": 18,
      "speaker": "customer",
      "start_s": 33.6,
      "end_s": 33.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 19,
      "speaker": "agent",
      "start_s": 34.0,
      "end_s": 36.4,
      "text_en": "Okay, I am saying take the material from JSW One, directly from the company.",
      "text_native": "अच्छा, मैं बोल रहा हूं JSW One direct company से लो ना आप material."
    },
    {
      "ucid": "21112178841807271",
      "idx": 20,
      "speaker": "customer",
      "start_s": 36.6,
      "end_s": 37.4,
      "text_en": "Yes, that's right.",
      "text_native": "हां, बराबर है।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 21,
      "speaker": "agent",
      "start_s": 37.6,
      "end_s": 40.0,
      "text_en": "So is there any requirement right now that we at JSW One can serve you?",
      "text_native": "तो अभी कुछ है requirement जो अपन serve कर पाएं JSW One आपको?"
    },
    {
      "ucid": "21112178841807271",
      "idx": 22,
      "speaker": "customer",
      "start_s": 40.1,
      "end_s": 40.7,
      "text_en": "Not right now.",
      "text_native": "अभी तो नहीं है।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 23,
      "speaker": "agent",
      "start_s": 40.8,
      "end_s": 41.2,
      "text_en": "Not right now.",
      "text_native": "अभी नहीं है।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 24,
      "speaker": "customer",
      "start_s": 41.3,
      "end_s": 41.7,
      "text_en": "It will come up.",
      "text_native": "निकलेगा।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 25,
      "speaker": "agent",
      "start_s": 41.8,
      "end_s": 42.1,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा, अच्छा।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 26,
      "speaker": "customer",
      "start_s": 42.2,
      "end_s": 43.7,
      "text_en": "What it is now, it's the rainy season, right?",
      "text_native": "अभी क्या है, अभी बारिश का ये है ना।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 27,
      "speaker": "agent",
      "start_s": 43.8,
      "end_s": 44.4,
      "text_en": "Hmm hmm, that's right.",
      "text_native": "हम्म हम्म, बराबर है।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 28,
      "speaker": "customer",
      "start_s": 44.6,
      "end_s": 44.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 29,
      "speaker": "agent",
      "start_s": 45.2,
      "end_s": 48.5,
      "text_en": "Okay. So when can it be, sir? 10-20 days or when, next month? What are the chances, sir? When can it come?",
      "text_native": "ठीक है। तो कब हो सकता है सर? दस-बीस दिन या फिर कब, अगले महीने? चांसेस क्या लग रहे हैं सर? कब आ सकता है?"
    },
    {
      "ucid": "21112178841807271",
      "idx": 30,
      "speaker": "customer",
      "start_s": 48.6,
      "end_s": 50.1,
      "text_en": "What it is now, everything starts after Diwali, right?",
      "text_native": "अभी क्या है, Diwali के बाद चालू होता है ना सब।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 31,
      "speaker": "agent",
      "start_s": 50.2,
      "end_s": 56.4,
      "text_en": "Okay, okay, after Diwali. Okay, what I'll do until then, sir, is I'll send my card to your number on WhatsApp. You let me know, sir, around Diwali whenever you get a contract.",
      "text_native": "अच्छा, अच्छा, Diwali के बाद। ठीक है, मैं तब तक क्या करता हूं सर, ये आपका नंबर पे मैं एक बार card भेज के रखता हूं WhatsApp पे। आप मेरेको बताना सर Diwali पे जब भी आपके पास contract आए।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 32,
      "speaker": "customer",
      "start_s": 56.5,
      "end_s": 57.1,
      "text_en": "Yes, that will work.",
      "text_native": "हां, चलेगा।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 33,
      "speaker": "agent",
      "start_s": 57.3,
      "end_s": 58.4,
      "text_en": "Okay, sir. Okay sir, hello.",
      "text_native": "ठीक है सर। Okay सर, नमस्कार।"
    },
    {
      "ucid": "21112178841807271",
      "idx": 34,
      "speaker": "customer",
      "start_s": 58.5,
      "end_s": 59.4,
      "text_en": "Okay, hello.",
      "text_native": "Okay, नमस्कार।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178841807271",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, your account was registered recently, so I wanted to know a little. Do you have two minutes to talk, sir?",
      "comment": "The agent stated the reason for the call and correctly asked for permission to speak."
    },
    {
      "ucid": "21112178841807271",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only verified the customer's name but did not ask for company name, procurement city, or role in procurement."
    },
    {
      "ucid": "21112178841807271",
      "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 for business type and confirmed current JSW usage, but failed to ask about quantity, applications, payment terms, or reasons for not buying direct."
    },
    {
      "ucid": "21112178841807271",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent only suggested buying 'directly from the company' without explaining any of the platform's benefits like transparent pricing, TC, or stock availability."
    },
    {
      "ucid": "21112178841807271",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "After the customer said they had no current requirement, the agent accepted a vague 'after Diwali' timeline instead of scheduling a specific callback date."
    },
    {
      "ucid": "21112178841807271",
      "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 passive 'you let me know' instruction, failing to secure one of the three required closure outcomes."
    }
  ],
  "objections": [],
  "missed_steps": [
    "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": []
}