{
  "ucid": "21112178843778161",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 17:46:21",
  "end_time": "2026-09-03 17:47:51",
  "duration_sec": 90,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd4d16c58b649d6084208eaca7c6992e9.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 964,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843778161__DIAd4d16c58b649d6084208eaca7c6992e9.mp3",
  "audio_bytes": 228528,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 76.176,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello, yes good evening sir, this is Ronak speaking from JSW One.   (हॅलो, जी गुड इवनिंग सर, रोनक भाई तो बात कर रहा हूं मैं JSW One से।)\n[6s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[6s] AGENT: We had your account with us, were you planning anything for material procurement, in steel?   (आपका अकाउंट था हमारे पास, आप कुछ प्लान कर रहे थे क्या मटेरियल प्रोक्योरमेंट में, स्टील में?)\n[10s] CUSTOMER: Not steel, do you have MS pipes and all?   (स्टील तो नहीं है, MS का पाइप वगेरा रहता है?)\n[13s] AGENT: MS pipes? Let me check once. And do you need any other material, something like HR, CR?   (MS के पाइप्स? एक बार चेक कर लेता हूं मैं। और और कोई मटेरियल लगता है आपको HR, CR में से कुछ?)\n[17s] CUSTOMER: No no, we only need pipes.   (नहीं नहीं, हमें पाइप्स ही लगते हैं।)\n[19s] AGENT: Okay, okay. I will ping you on WhatsApp. Send me your dimensions once. I will check once with the back-end team.   (अच्छा अच्छा। मैं आपको WhatsApp पे पिंग करता हूं। मुझे आपके डायमेंशन्स भेजिए एक बार। मैं एक बार चेक कर लेता हूं बैक एंड टीम से।)\n[24s] CUSTOMER: What should I tell you? My ID OD is... We need 6-meter pipes.   (क्या बोलूं आपको? ID OD मेरा बोल... हमें 6 मीटर की पाइप चाहिए होती है।)\n[28s] AGENT: How much?   (कितनी?)\n[28s] CUSTOMER: 6-meter pipes.   (6 मीटर के पाइप।)\n[30s] AGENT: 6 meters?   (6 मीटर्स की?)\n[31s] CUSTOMER: Yes.   (हां।)\n[32s] AGENT: Okay.   (ओके।)\n[32s] CUSTOMER: And its ID OD is, give me two minutes... two minutes.   (और उसका है आपका ID OD दो मिनट... दो मिनट।)\n[35s] AGENT: I am pinging you on WhatsApp. If you send it to me on that, I will get it checked by the team.   (मैं आपको ना WhatsApp पे पिंग कर रहा हूं। मुझे उस पे आप एक बार भेजेंगे तो मैं क्या चेक करवा लूंगा टीम से।)\n[39s] CUSTOMER: Yes yes, okay.   (हां हां ठीक है।)\n[40s] AGENT: Okay? I have pinged you on WhatsApp, okay?   (ठीक है? मैंने आपको WhatsApp पे पिंग कर दिया है, ओके?)\n[42s] CUSTOMER: Okay okay, yes.   (ओके ओके हां।)\n[43s] AGENT: Yeah. Okay, thank you. Your name, sir?   (Yeah. ओके, थैंक यू। आपका नाम सर?)\n[45s] CUSTOMER: Rohit.   (रोहित।)\n[46s] AGENT: Rohit. Yes, thank you Rohit.   (रोहित। जी, थैंक यू रोहित।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer asks for a product we may not carry, still complete the basic profile verification (NR2) to understand their business for future opportunities before focusing on the difficult request.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "MS pipes",
  "catalogue_status": "unknown",
  "quality_flags_total": 2,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer requested MS pipes, which are not a standard JSW One product. Agent needs to check with the backend team.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a new registrant, immediately inquired about MS pipes, a non-standard product. The agent was unsure of availability and requested the customer to send specifications via WhatsApp for a backend check. The call concluded without completing discovery or setting a firm follow-up, pending the customer's message.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[2s] AGENT: Hello, yes good evening sir, this is Ronak speaking from JSW One.\", \"comment\": \"The agent provided a standard, professional opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"[43s] AGENT: Your name, sir?\", \"comment\": \"Only asked for the customer's name; company, location, and procurement involvement were missed.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the conversation was immediately focused on a non-standard product.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the JSW One platform or its benefits.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[19s] AGENT: I will ping you on WhatsApp. Send me your dimensions once. I will check once with the back-end team.\", \"comment\": \"The agent identified the customer's requirement for pipes and established a clear channel (WhatsApp) to capture the full specifications.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague 'I will check' pending customer action, not a confirmed quote, callback, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a product we may not carry, still complete the basic profile verification (NR2) to understand their business for future opportunities before focusing on the difficult request.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"MS pipes\", \"catalogue_status\": \"unknown\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requested MS pipes, which are not a standard JSW One product. Agent needs to check with the backend team.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a new registrant, immediately inquired about MS pipes, a non-standard product. The agent was unsure of availability and requested the customer to send specifications via WhatsApp for a backend check. The call concluded without completing discovery or setting a firm follow-up, pending the customer's message.\"}",
  "error": null,
  "latency_ms": 32711,
  "input_tokens": 3341,
  "output_tokens": 776,
  "created_at": "2026-09-25 11:36:20",
  "sentiment": "positive",
  "sentiment_score": 0.36,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 1,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.659,
  "agent_talk_sec": 25.9,
  "customer_talk_sec": 13.4,
  "dead_air_sec": 50.7,
  "longest_monologue_sec": 4.9,
  "agent_wpm": 261.8,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 11,
  "discovery_qs": 8,
  "words_agent": 113,
  "words_customer": 55,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843778161",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178843778161",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 5.04,
      "text_en": "Hello, yes good evening sir, this is Ronak speaking from JSW One.",
      "text_native": "हॅलो, जी गुड इवनिंग सर, रोनक भाई तो बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 5.94,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.04,
      "end_s": 9.84,
      "text_en": "We had your account with us, were you planning anything for material procurement, in steel?",
      "text_native": "आपका अकाउंट था हमारे पास, आप कुछ प्लान कर रहे थे क्या मटेरियल प्रोक्योरमेंट में, स्टील में?"
    },
    {
      "ucid": "21112178843778161",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.21,
      "end_s": 12.51,
      "text_en": "Not steel, do you have MS pipes and all?",
      "text_native": "स्टील तो नहीं है, MS का पाइप वगेरा रहता है?"
    },
    {
      "ucid": "21112178843778161",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.81,
      "end_s": 16.81,
      "text_en": "MS pipes? Let me check once. And do you need any other material, something like HR, CR?",
      "text_native": "MS के पाइप्स? एक बार चेक कर लेता हूं मैं। और और कोई मटेरियल लगता है आपको HR, CR में से कुछ?"
    },
    {
      "ucid": "21112178843778161",
      "idx": 6,
      "speaker": "customer",
      "start_s": 17.04,
      "end_s": 18.54,
      "text_en": "No no, we only need pipes.",
      "text_native": "नहीं नहीं, हमें पाइप्स ही लगते हैं।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 7,
      "speaker": "agent",
      "start_s": 18.95,
      "end_s": 23.8,
      "text_en": "Okay, okay. I will ping you on WhatsApp. Send me your dimensions once. I will check once with the back-end team.",
      "text_native": "अच्छा अच्छा। मैं आपको WhatsApp पे पिंग करता हूं। मुझे आपके डायमेंशन्स भेजिए एक बार। मैं एक बार चेक कर लेता हूं बैक एंड टीम से।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 8,
      "speaker": "customer",
      "start_s": 24.0,
      "end_s": 27.5,
      "text_en": "What should I tell you? My ID OD is... We need 6-meter pipes.",
      "text_native": "क्या बोलूं आपको? ID OD मेरा बोल... हमें 6 मीटर की पाइप चाहिए होती है।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 9,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 28.1,
      "text_en": "How much?",
      "text_native": "कितनी?"
    },
    {
      "ucid": "21112178843778161",
      "idx": 10,
      "speaker": "customer",
      "start_s": 28.3,
      "end_s": 29.2,
      "text_en": "6-meter pipes.",
      "text_native": "6 मीटर के पाइप।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 11,
      "speaker": "agent",
      "start_s": 29.6,
      "end_s": 30.3,
      "text_en": "6 meters?",
      "text_native": "6 मीटर्स की?"
    },
    {
      "ucid": "21112178843778161",
      "idx": 12,
      "speaker": "customer",
      "start_s": 30.6,
      "end_s": 30.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 13,
      "speaker": "agent",
      "start_s": 31.5,
      "end_s": 31.8,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 14,
      "speaker": "customer",
      "start_s": 32.4,
      "end_s": 35.0,
      "text_en": "And its ID OD is, give me two minutes... two minutes.",
      "text_native": "और उसका है आपका ID OD दो मिनट... दो मिनट।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.4,
      "end_s": 39.2,
      "text_en": "I am pinging you on WhatsApp. If you send it to me on that, I will get it checked by the team.",
      "text_native": "मैं आपको ना WhatsApp पे पिंग कर रहा हूं। मुझे उस पे आप एक बार भेजेंगे तो मैं क्या चेक करवा लूंगा टीम से।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 16,
      "speaker": "customer",
      "start_s": 39.3,
      "end_s": 39.8,
      "text_en": "Yes yes, okay.",
      "text_native": "हां हां ठीक है।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 17,
      "speaker": "agent",
      "start_s": 39.9,
      "end_s": 41.9,
      "text_en": "Okay? I have pinged you on WhatsApp, okay?",
      "text_native": "ठीक है? मैंने आपको WhatsApp पे पिंग कर दिया है, ओके?"
    },
    {
      "ucid": "21112178843778161",
      "idx": 18,
      "speaker": "customer",
      "start_s": 42.1,
      "end_s": 42.7,
      "text_en": "Okay okay, yes.",
      "text_native": "ओके ओके हां।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 19,
      "speaker": "agent",
      "start_s": 43.0,
      "end_s": 44.8,
      "text_en": "Yeah. Okay, thank you. Your name, sir?",
      "text_native": "Yeah. ओके, थैंक यू। आपका नाम सर?"
    },
    {
      "ucid": "21112178843778161",
      "idx": 20,
      "speaker": "customer",
      "start_s": 45.0,
      "end_s": 45.4,
      "text_en": "Rohit.",
      "text_native": "रोहित।"
    },
    {
      "ucid": "21112178843778161",
      "idx": 21,
      "speaker": "agent",
      "start_s": 45.7,
      "end_s": 46.8,
      "text_en": "Rohit. Yes, thank you Rohit.",
      "text_native": "रोहित। जी, थैंक यू रोहित।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178843778161",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "[2s] AGENT: Hello, yes good evening sir, this is Ronak speaking from JSW One.",
      "comment": "The agent provided a standard, professional opening."
    },
    {
      "ucid": "21112178843778161",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "[43s] AGENT: Your name, sir?",
      "comment": "Only asked for the customer's name; company, location, and procurement involvement were missed."
    },
    {
      "ucid": "21112178843778161",
      "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 conversation was immediately focused on a non-standard product."
    },
    {
      "ucid": "21112178843778161",
      "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 the JSW One platform or its benefits."
    },
    {
      "ucid": "21112178843778161",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "[19s] AGENT: I will ping you on WhatsApp. Send me your dimensions once. I will check once with the back-end team.",
      "comment": "The agent identified the customer's requirement for pipes and established a clear channel (WhatsApp) to capture the full specifications."
    },
    {
      "ucid": "21112178843778161",
      "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 'I will check' pending customer action, not a confirmed quote, callback, or walkthrough."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}