{
  "ucid": "21112178843827161",
  "call_date": "2026-09-03",
  "start_time": "2026-09-03 17:54:31",
  "end_time": "2026-09-03 17:56:05",
  "duration_sec": 94,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Interested",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbe999c2fe824d3cc9d1fba1979cfb315.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 958,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178843827161__DIAbe999c2fe824d3cc9d1fba1979cfb315.mp3",
  "audio_bytes": 202176,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 67.392,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: Your call has been forwarded to voicemail.\n[1s] CUSTOMER: Hello.\n[2s] CUSTOMER: Hello.\n[2s] AGENT: Yes, good evening sir. Raunak Mehta speaking from JSW One. Do you have any requirements for HR coils, sheets right now?   (हाँ जी, गुड इवनिंग सर। रौनक मेहता बात कर रहा हूँ JSW One से। अभी कुछ रिक्वायरमेंट आ रहे हैं आपको HR coils में, sheets में?)\n[6s] CUSTOMER: We do some manufacturing.   (या मैन्युफैक्चरिंग करते हैं कुछ।)\n[8s] AGENT: What do you need? Do you need coil, do you need sheet? What do you need?   (आपको क्या चाहिए? Coil चाहिए, sheet चाहिए? क्या चाहिए आपको?)\n[10s] CUSTOMER: I need HR sheet, ji.   (HR sheet चाहिए जी।)\n[12s] AGENT: In HR sheets. And what will be your dimensions?   (HR sheets में। और क्या रहेगा आपका dimensions?)\n[16s] CUSTOMER: 1500 by 6300.\n[18s] AGENT: Okay. In what mm do you need it?   (Okay. कितनी mm में लगती है आपको?)\n[20s] CUSTOMER: Eight.   (आठ।)\n[20s] AGENT: Eight. How many tons will be needed?   (आठ। कितना ton लगेगा?)\n[22s] CUSTOMER: Consider it 100 tons, ji.   (100 ton मान लो जी।)\n[23s] AGENT: 100 tons.   (100 ton.)\n[24s] CUSTOMER: Hmm.   (हम्म।)\n[24s] AGENT: I'll send you the quotation on WhatsApp, I'll ping you once, okay?   (मैं आपको है ना quotation भेजता हूँ WhatsApp पे, एक बार पिंग करता हूँ, ठीक है?)\n[27s] CUSTOMER: Tell me the rate, ji. The thing is, if the rate seems okay, then it's worth talking further.   (रेट बता दो जी, क्या है ना, रेट कुछ ठीक लगेगा तो आगे बात करने का फायदा है।)\n[31s] AGENT: One minute, okay? I'll check the rates and call you back, okay?   (एक मिनट हाँ, मैं rates चेक करके आपको call back करता हूँ, ठीक है?)\n[35s] CUSTOMER: Hmm.   (हम्म।)\n[35s] AGENT: Yes, okay sir.   (जी, ओके सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: There is background noise typical of a call center, but it does not significantly impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 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": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "When a customer gives you a large, specific requirement and asks for the price, try to provide a ballpark rate and explain our value (e.g., all-inclusive delivered price) to keep them engaged, instead of immediately ending the call to check.",
  "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 connected with a manufacturing customer who had an immediate requirement for 100 tons of 8mm HR sheet. The agent captured the basic specifications but did not follow the pitch structure. When the customer requested the price to decide whether to continue the conversation, the agent was unprepared and ended the call, promising to call back with the rates.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, good evening sir. Raunak Mehta speaking from JSW One. Do you have any requirements for HR coils, sheets right now?\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a question about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead opening with a direct qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"How many tons will be needed?\", \"comment\": \"The agent only asked about quantity, failing to ask what the customer manufactures, their end use, or about their current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs at all.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"what will be your dimensions? ... In what mm do you need it? ... How many tons will be needed?\", \"comment\": \"The agent successfully captured the core specifications (dimensions, thickness, quantity) for the customer's current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll check the rates and call you back, okay?\", \"comment\": \"The agent committed to a clear next step of calling the customer back with rates, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives you a large, specific requirement and asks for the price, try to provide a ballpark rate and explain our value (e.g., all-inclusive delivered price) to keep them engaged, instead of immediately ending the call to check.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Tell me the rate, ji. The thing is, if the rate seems okay, then it's worth talking further.\", \"response\": \"One minute, okay? I'll check the rates and call you back, okay?\"}], \"call_summary\": \"The agent connected with a manufacturing customer who had an immediate requirement for 100 tons of 8mm HR sheet. The agent captured the basic specifications but did not follow the pitch structure. When the customer requested the price to decide whether to continue the conversation, the agent was unprepared and ended the call, promising to call back with the rates.\"}",
  "error": null,
  "latency_ms": 39670,
  "input_tokens": 3118,
  "output_tokens": 864,
  "created_at": "2026-09-25 11:36:19",
  "sentiment": "positive",
  "sentiment_score": 0.38,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.671,
  "agent_talk_sec": 20.6,
  "customer_talk_sec": 10.1,
  "dead_air_sec": 63.3,
  "longest_monologue_sec": 3.9,
  "agent_wpm": 262.1,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 10,
  "discovery_qs": 10,
  "words_agent": 90,
  "words_customer": 40,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178843827161",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.0,
      "end_s": 1.1,
      "text_en": "Your call has been forwarded to voicemail.",
      "text_native": "Your call has been forwarded to voicemail."
    },
    {
      "ucid": "21112178843827161",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.1,
      "end_s": 1.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178843827161",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.9,
      "end_s": 2.3,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178843827161",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 6.4,
      "text_en": "Yes, good evening sir. Raunak Mehta speaking from JSW One. Do you have any requirements for HR coils, sheets right now?",
      "text_native": "हाँ जी, गुड इवनिंग सर। रौनक मेहता बात कर रहा हूँ JSW One से। अभी कुछ रिक्वायरमेंट आ रहे हैं आपको HR coils में, sheets में?"
    },
    {
      "ucid": "21112178843827161",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.5,
      "end_s": 7.8,
      "text_en": "We do some manufacturing.",
      "text_native": "या मैन्युफैक्चरिंग करते हैं कुछ।"
    },
    {
      "ucid": "21112178843827161",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.1,
      "end_s": 10.4,
      "text_en": "What do you need? Do you need coil, do you need sheet? What do you need?",
      "text_native": "आपको क्या चाहिए? Coil चाहिए, sheet चाहिए? क्या चाहिए आपको?"
    },
    {
      "ucid": "21112178843827161",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 11.4,
      "text_en": "I need HR sheet, ji.",
      "text_native": "HR sheet चाहिए जी।"
    },
    {
      "ucid": "21112178843827161",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.6,
      "end_s": 15.5,
      "text_en": "In HR sheets. And what will be your dimensions?",
      "text_native": "HR sheets में। और क्या रहेगा आपका dimensions?"
    },
    {
      "ucid": "21112178843827161",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.9,
      "end_s": 17.2,
      "text_en": "1500 by 6300.",
      "text_native": "1500 by 6300."
    },
    {
      "ucid": "21112178843827161",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 19.4,
      "text_en": "Okay. In what mm do you need it?",
      "text_native": "Okay. कितनी mm में लगती है आपको?"
    },
    {
      "ucid": "21112178843827161",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 19.9,
      "text_en": "Eight.",
      "text_native": "आठ।"
    },
    {
      "ucid": "21112178843827161",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 21.7,
      "text_en": "Eight. How many tons will be needed?",
      "text_native": "आठ। कितना ton लगेगा?"
    },
    {
      "ucid": "21112178843827161",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 23.0,
      "text_en": "Consider it 100 tons, ji.",
      "text_native": "100 ton मान लो जी।"
    },
    {
      "ucid": "21112178843827161",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.2,
      "end_s": 23.8,
      "text_en": "100 tons.",
      "text_native": "100 ton."
    },
    {
      "ucid": "21112178843827161",
      "idx": 14,
      "speaker": "customer",
      "start_s": 24.0,
      "end_s": 24.3,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178843827161",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 27.0,
      "text_en": "I'll send you the quotation on WhatsApp, I'll ping you once, okay?",
      "text_native": "मैं आपको है ना quotation भेजता हूँ WhatsApp पे, एक बार पिंग करता हूँ, ठीक है?"
    },
    {
      "ucid": "21112178843827161",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.1,
      "end_s": 30.4,
      "text_en": "Tell me the rate, ji. The thing is, if the rate seems okay, then it's worth talking further.",
      "text_native": "रेट बता दो जी, क्या है ना, रेट कुछ ठीक लगेगा तो आगे बात करने का फायदा है।"
    },
    {
      "ucid": "21112178843827161",
      "idx": 17,
      "speaker": "agent",
      "start_s": 30.7,
      "end_s": 34.4,
      "text_en": "One minute, okay? I'll check the rates and call you back, okay?",
      "text_native": "एक मिनट हाँ, मैं rates चेक करके आपको call back करता हूँ, ठीक है?"
    },
    {
      "ucid": "21112178843827161",
      "idx": 18,
      "speaker": "customer",
      "start_s": 34.6,
      "end_s": 35.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178843827161",
      "idx": 19,
      "speaker": "agent",
      "start_s": 35.3,
      "end_s": 36.0,
      "text_en": "Yes, okay sir.",
      "text_native": "जी, ओके सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178843827161",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, good evening sir. Raunak Mehta speaking from JSW One. Do you have any requirements for HR coils, sheets right now?",
      "comment": "The agent did not ask for permission to speak, jumping directly into a question about requirements."
    },
    {
      "ucid": "21112178843827161",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, instead opening with a direct qualification question."
    },
    {
      "ucid": "21112178843827161",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "How many tons will be needed?",
      "comment": "The agent only asked about quantity, failing to ask what the customer manufactures, their end use, or about their current suppliers."
    },
    {
      "ucid": "21112178843827161",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not pitch any USPs at all."
    },
    {
      "ucid": "21112178843827161",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "what will be your dimensions? ... In what mm do you need it? ... How many tons will be needed?",
      "comment": "The agent successfully captured the core specifications (dimensions, thickness, quantity) for the customer's current requirement."
    },
    {
      "ucid": "21112178843827161",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll check the rates and call you back, okay?",
      "comment": "The agent committed to a clear next step of calling the customer back with rates, which the customer accepted."
    }
  ],
  "objections": [
    {
      "ucid": "21112178843827161",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Tell me the rate, ji. The thing is, if the rate seems okay, then it's worth talking further.",
      "response": "One minute, okay? I'll check the rates and call you back, okay?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}