{
  "ucid": "21112178842904281",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 15:20:42",
  "end_time": "2026-09-03 15:23:03",
  "duration_sec": 141,
  "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/DIAb7ba689dd38b2a3f55ea04de56a0cee1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1045,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178842904281__DIAb7ba689dd38b2a3f55ea04de56a0cee1.mp3",
  "audio_bytes": 349920,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 116.64,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[1s] AGENT: Hello, uh, am I speaking with Vitray Exams?   (हॅलो, अ, Vitray Exams से बात कर रही है?)\n[3s] CUSTOMER: Yes, yes.   (हां हां।)\n[4s] AGENT: Sir, this is Abdul speaking from JSW. Is there any requirement for steel, in HRC, CR?   (सर मैं अब्दुल बात कर रहा हूं JSW से। कोई requirement है क्या steel में HRCR में?)\n[8s] CUSTOMER: Where? Where are you calling from?   (Where? कहां से बात कर रहे हैं आप?)\n[9s] AGENT: JSW, from JSW Mumbai head office. Bhuleshwar, Mumbai.   (JSW, JSW Mumbai head office से। भुलेश्वर, मुंबई।)\n[12s] CUSTOMER: JSW.\n[13s] AGENT: Yes, yes. Your company is registered, that's why I called. Do you have any requirement for steel, for sheets?   (जी जी। आपकी कंपनी है registered, इसके लिए फोन किया था मैं। कुछ requirement होता है क्या आपको steel में, sheet के बारे में?)\n[16s] AGENT: In HR, CR, GP, GI, all of these.   (HR, CR, GP, GI, इस सब में।)\n[18s] CUSTOMER: Okay.   (अच्छा।)\n[19s] AGENT: Hmm.   (हम्म।)\n[20s] CUSTOMER: Okay. Okay, we've got What are you saying, I can't hear you properly.   (Okay. Okay, we've got आप क्या बोल रहे हैं मुझे कुछ सुनाई बराबर से नहीं दे रहा है।)\n[26s] AGENT: Hello, can you hear me now?   (हॅलो, आवाज जा रही है अब?)\n[27s] CUSTOMER: Yes, I can hear you now. Please speak a little louder. It's like...   (हां, अभी आ रही है। थोड़ा ऊंचा बोलिए थोड़ा सा। ऐसे एकदम ऐसे)\n[30s] AGENT: I am saying that I am speaking from JSW company.   (मैं बोल रहा हूं मैं JSW कंपनी से बात कर रहा हूं।)\n[31s] CUSTOMER: Yes, yeah yeah, I heard JSW, but whatever you said after that, I couldn't hear anything.   (हां, yeah yeah, JSW आप मैंने सुना लेकिन वो आप जो कुछ बाद से बोले ना वो मुझे कुछ सुनाई नहीं दिया।)\n[35s] AGENT: Do you have a requirement for steel, like in HR, CR? We deal in steel, raw material, sheet.   (Steel में हम लोग requirement है क्या आपको steel में, like HR, CR में? Steel हम लोग deal करते हैं, raw material, sheet.)\n[38s] CUSTOMER: Yes, yeah yeah, yes brother, yes, we have it in that only. Steel and this machineries regarding agriculture machineries.   (हां, yeah yeah, ये भैया हां, हमें हम लोग का है उसमें ही। Steel and this machineries regarding agriculture machineries.)\n[42s] AGENT: Okay.   (ठीक है।)\n[43s] CUSTOMER: JSW is a private, right, it's a platform, right, that   (JSW is a private ये ना, platform है ना, जो)\n[45s] AGENT: Yes.   (हां।)\n[45s] CUSTOMER: You are supporting exporters. I know that.\n[47s] AGENT: JSW One platform limited, it's an e-commerce platform. We supply.   (JSW One platform limited, e-commerce platform है। हम लोग supply करते हैं।)\n[50s] CUSTOMER: Oh, okay.   (अच्छा, okay.)\n[50s] AGENT: Do you have any requirement in HR, for sheets or plates?   (कुछ आपको requirement है HR में, sheet वगेरा या plate में?)\n[53s] CUSTOMER: Uh, there was, there was a requirement, but as of now, due to the current situation, some order is on hold.   (अ, थी, requirement था, लेकिन अभी तक कुछ current situation के वजह से, किसी कोई कुछ order ना hold पे है।)\n[57s] AGENT: Hmm.   (हम्म।)\n[58s] CUSTOMER: Yes. That's why we are also waiting a bit.   (हां। इसलिए हम लोग थोड़ा हम लोग भी थोड़ा wait कर रहे हैं।)\n[60s] AGENT: Okay.   (ठीक है।)\n[60s] CUSTOMER: When it happens, we will contact you.   (जब हो जाएगा ना, we will contact you.)\n[62s] AGENT: Okay, I will WhatsApp it, okay, to you.   (Okay, मैं WhatsApp कर दे रहा हूं, ठीक है, आपको।)\n[64s] CUSTOMER: Yes yes, okay.   (हां हां, okay.)\n[65s] AGENT: Okay, thank you sir.\n[66s] CUSTOMER: Thank you very much.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 34,
  "connected": 1,
  "audio_notes": "noisy: There is background chatter on the customer's side, and the customer complains about not being able to hear the agent clearly at one point.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "34 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, you must still use the discovery questions to build a profile and establish a specific date for a future follow-up.",
  "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 newly registered user who manufactures agricultural machinery. The customer confirmed they use steel but stated their current orders are on hold, so they have no immediate requirement. The agent failed to conduct any discovery or platform education and ended the call without establishing a firm next step, letting the customer dictate a vague future contact.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[13s] AGENT: Your company is registered, that's why I called.\", \"comment\": \"The agent eventually stated the reason for the call was the new registration, which meets the intent.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"[1s] AGENT: Hello, uh, am I speaking with Vitray Exams?\", \"comment\": \"Agent only verified the company name and failed to ask about procurement city, role, or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"[38s] CUSTOMER: Steel and this machineries regarding agriculture machineries.\", \"comment\": \"The agent did not ask any discovery questions; the only information on business type was volunteered by the customer.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent only stated it was an 'e-commerce platform' and did not explain any value propositions like pricing, TCs, or availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer had no current requirement, but the agent failed to schedule a specific callback date, instead accepting a vague 'we will contact you'.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback date, or a walkthrough scheduled; the agent passively accepted the customer's 'we will call you'.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has no immediate need, you must still use the discovery questions to build a profile and establish a specific date for a future follow-up.\", \"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\": [], \"call_summary\": \"The agent contacted a newly registered user who manufactures agricultural machinery. The customer confirmed they use steel but stated their current orders are on hold, so they have no immediate requirement. The agent failed to conduct any discovery or platform education and ended the call without establishing a firm next step, letting the customer dictate a vague future contact.\"}",
  "error": null,
  "latency_ms": 39254,
  "input_tokens": 3749,
  "output_tokens": 771,
  "created_at": "2026-09-25 11:39:44",
  "sentiment": "positive",
  "sentiment_score": 0.534,
  "sentiment_confidence": "high",
  "pos": 16,
  "neg": 0,
  "lex_hits": 15,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.46,
  "agent_talk_sec": 27.9,
  "customer_talk_sec": 32.7,
  "dead_air_sec": 80.4,
  "longest_monologue_sec": 5.3,
  "agent_wpm": 283.9,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 17,
  "discovery_qs": 6,
  "words_agent": 132,
  "words_customer": 135,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178842904281",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.58,
      "end_s": 0.93,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178842904281",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.28,
      "end_s": 3.1,
      "text_en": "Hello, uh, am I speaking with Vitray Exams?",
      "text_native": "हॅलो, अ, Vitray Exams से बात कर रही है?"
    },
    {
      "ucid": "21112178842904281",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.29,
      "end_s": 3.73,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 7.08,
      "text_en": "Sir, this is Abdul speaking from JSW. Is there any requirement for steel, in HRC, CR?",
      "text_native": "सर मैं अब्दुल बात कर रहा हूं JSW से। कोई requirement है क्या steel में HRCR में?"
    },
    {
      "ucid": "21112178842904281",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.5,
      "end_s": 8.88,
      "text_en": "Where? Where are you calling from?",
      "text_native": "Where? कहां से बात कर रहे हैं आप?"
    },
    {
      "ucid": "21112178842904281",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.98,
      "end_s": 11.38,
      "text_en": "JSW, from JSW Mumbai head office. Bhuleshwar, Mumbai.",
      "text_native": "JSW, JSW Mumbai head office से। भुलेश्वर, मुंबई।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 12.3,
      "text_en": "JSW.",
      "text_native": "JSW."
    },
    {
      "ucid": "21112178842904281",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.7,
      "end_s": 16.3,
      "text_en": "Yes, yes. Your company is registered, that's why I called. Do you have any requirement for steel, for sheets?",
      "text_native": "जी जी। आपकी कंपनी है registered, इसके लिए फोन किया था मैं। कुछ requirement होता है क्या आपको steel में, sheet के बारे में?"
    },
    {
      "ucid": "21112178842904281",
      "idx": 8,
      "speaker": "agent",
      "start_s": 16.3,
      "end_s": 18.0,
      "text_en": "In HR, CR, GP, GI, all of these.",
      "text_native": "HR, CR, GP, GI, इस सब में।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 9,
      "speaker": "customer",
      "start_s": 18.3,
      "end_s": 18.7,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 10,
      "speaker": "agent",
      "start_s": 19.0,
      "end_s": 19.2,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 24.9,
      "text_en": "Okay. Okay, we've got What are you saying, I can't hear you properly.",
      "text_native": "Okay. Okay, we've got आप क्या बोल रहे हैं मुझे कुछ सुनाई बराबर से नहीं दे रहा है।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 12,
      "speaker": "agent",
      "start_s": 25.6,
      "end_s": 26.8,
      "text_en": "Hello, can you hear me now?",
      "text_native": "हॅलो, आवाज जा रही है अब?"
    },
    {
      "ucid": "21112178842904281",
      "idx": 13,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 29.6,
      "text_en": "Yes, I can hear you now. Please speak a little louder. It's like...",
      "text_native": "हां, अभी आ रही है। थोड़ा ऊंचा बोलिए थोड़ा सा। ऐसे एकदम ऐसे"
    },
    {
      "ucid": "21112178842904281",
      "idx": 14,
      "speaker": "agent",
      "start_s": 29.6,
      "end_s": 31.4,
      "text_en": "I am saying that I am speaking from JSW company.",
      "text_native": "मैं बोल रहा हूं मैं JSW कंपनी से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 15,
      "speaker": "customer",
      "start_s": 31.4,
      "end_s": 34.8,
      "text_en": "Yes, yeah yeah, I heard JSW, but whatever you said after that, I couldn't hear anything.",
      "text_native": "हां, yeah yeah, JSW आप मैंने सुना लेकिन वो आप जो कुछ बाद से बोले ना वो मुझे कुछ सुनाई नहीं दिया।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 16,
      "speaker": "agent",
      "start_s": 34.8,
      "end_s": 38.3,
      "text_en": "Do you have a requirement for steel, like in HR, CR? We deal in steel, raw material, sheet.",
      "text_native": "Steel में हम लोग requirement है क्या आपको steel में, like HR, CR में? Steel हम लोग deal करते हैं, raw material, sheet."
    },
    {
      "ucid": "21112178842904281",
      "idx": 17,
      "speaker": "customer",
      "start_s": 38.3,
      "end_s": 42.3,
      "text_en": "Yes, yeah yeah, yes brother, yes, we have it in that only. Steel and this machineries regarding agriculture machineries.",
      "text_native": "हां, yeah yeah, ये भैया हां, हमें हम लोग का है उसमें ही। Steel and this machineries regarding agriculture machineries."
    },
    {
      "ucid": "21112178842904281",
      "idx": 18,
      "speaker": "agent",
      "start_s": 42.3,
      "end_s": 42.7,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 19,
      "speaker": "customer",
      "start_s": 42.7,
      "end_s": 45.0,
      "text_en": "JSW is a private, right, it's a platform, right, that",
      "text_native": "JSW is a private ये ना, platform है ना, जो"
    },
    {
      "ucid": "21112178842904281",
      "idx": 20,
      "speaker": "agent",
      "start_s": 45.0,
      "end_s": 45.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 21,
      "speaker": "customer",
      "start_s": 45.2,
      "end_s": 46.8,
      "text_en": "You are supporting exporters. I know that.",
      "text_native": "You are supporting exporters. I know that."
    },
    {
      "ucid": "21112178842904281",
      "idx": 22,
      "speaker": "agent",
      "start_s": 46.8,
      "end_s": 49.5,
      "text_en": "JSW One platform limited, it's an e-commerce platform. We supply.",
      "text_native": "JSW One platform limited, e-commerce platform है। हम लोग supply करते हैं।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 23,
      "speaker": "customer",
      "start_s": 49.5,
      "end_s": 50.5,
      "text_en": "Oh, okay.",
      "text_native": "अच्छा, okay."
    },
    {
      "ucid": "21112178842904281",
      "idx": 24,
      "speaker": "agent",
      "start_s": 50.5,
      "end_s": 52.8,
      "text_en": "Do you have any requirement in HR, for sheets or plates?",
      "text_native": "कुछ आपको requirement है HR में, sheet वगेरा या plate में?"
    },
    {
      "ucid": "21112178842904281",
      "idx": 25,
      "speaker": "customer",
      "start_s": 53.0,
      "end_s": 57.0,
      "text_en": "Uh, there was, there was a requirement, but as of now, due to the current situation, some order is on hold.",
      "text_native": "अ, थी, requirement था, लेकिन अभी तक कुछ current situation के वजह से, किसी कोई कुछ order ना hold पे है।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 26,
      "speaker": "agent",
      "start_s": 57.0,
      "end_s": 57.2,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 27,
      "speaker": "customer",
      "start_s": 57.8,
      "end_s": 59.9,
      "text_en": "Yes. That's why we are also waiting a bit.",
      "text_native": "हां। इसलिए हम लोग थोड़ा हम लोग भी थोड़ा wait कर रहे हैं।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 28,
      "speaker": "agent",
      "start_s": 60.0,
      "end_s": 60.4,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 29,
      "speaker": "customer",
      "start_s": 60.4,
      "end_s": 62.0,
      "text_en": "When it happens, we will contact you.",
      "text_native": "जब हो जाएगा ना, we will contact you."
    },
    {
      "ucid": "21112178842904281",
      "idx": 30,
      "speaker": "agent",
      "start_s": 62.2,
      "end_s": 63.8,
      "text_en": "Okay, I will WhatsApp it, okay, to you.",
      "text_native": "Okay, मैं WhatsApp कर दे रहा हूं, ठीक है, आपको।"
    },
    {
      "ucid": "21112178842904281",
      "idx": 31,
      "speaker": "customer",
      "start_s": 64.0,
      "end_s": 64.7,
      "text_en": "Yes yes, okay.",
      "text_native": "हां हां, okay."
    },
    {
      "ucid": "21112178842904281",
      "idx": 32,
      "speaker": "agent",
      "start_s": 64.8,
      "end_s": 65.6,
      "text_en": "Okay, thank you sir.",
      "text_native": "Okay, thank you sir."
    },
    {
      "ucid": "21112178842904281",
      "idx": 33,
      "speaker": "customer",
      "start_s": 65.6,
      "end_s": 67.5,
      "text_en": "Thank you very much.",
      "text_native": "Thank you very much."
    }
  ],
  "steps": [
    {
      "ucid": "21112178842904281",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "[13s] AGENT: Your company is registered, that's why I called.",
      "comment": "The agent eventually stated the reason for the call was the new registration, which meets the intent."
    },
    {
      "ucid": "21112178842904281",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "[1s] AGENT: Hello, uh, am I speaking with Vitray Exams?",
      "comment": "Agent only verified the company name and failed to ask about procurement city, role, or best contact details."
    },
    {
      "ucid": "21112178842904281",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "[38s] CUSTOMER: Steel and this machineries regarding agriculture machineries.",
      "comment": "The agent did not ask any discovery questions; the only information on business type was volunteered by the customer."
    },
    {
      "ucid": "21112178842904281",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent only stated it was an 'e-commerce platform' and did not explain any value propositions like pricing, TCs, or availability."
    },
    {
      "ucid": "21112178842904281",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer had no current requirement, but the agent failed to schedule a specific callback date, instead accepting a vague 'we will contact you'."
    },
    {
      "ucid": "21112178842904281",
      "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 without a quote, a specific callback date, or a walkthrough scheduled; the agent passively accepted the customer's 'we will call you'."
    }
  ],
  "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": []
}