{
  "ucid": "21112178850070731",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 11:15:07",
  "end_time": "2026-09-04 11:16:04",
  "duration_sec": 57,
  "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/DIAdf8124893107df3bbf2c1bcd814ea3ca.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 914,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178850070731__DIAdf8124893107df3bbf2c1bcd814ea3ca.mp3",
  "audio_bytes": 103032,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 34.344,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.\n[3s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[3s] AGENT: Yeah, am I speaking with Mr. Gupta, Ashok, Mr. Ashok Gupta?   (Yeah, गुप्ता जी बात कर रहे हैं अशोक, अशोक गुप्ता जी?)\n[5s] CUSTOMER: Yes, yes.   (हां हां।)\n[6s] AGENT: Sir, I am Abdul speaking, sir, from the JSW Mumbai office.   (सर मैं अब्दुल बात कर रहा हूं सर, JSW Mumbai office से।)\n[9s] CUSTOMER: Yes, yes, from JSW, speak.   (हां हां, JSW से बोलिए ना।)\n[10s] AGENT: Yes, yes. Was there any requirement for steel, sir? I called for that. Do you need any sheet plates?   (जी जी। कुछ requirement था क्या सर steel में? इसके लिए फोन किया था। Sheet plate चाहिए कुछ आपको?)\n[14s] CUSTOMER: Sir, my father handles the orders and all. I had just checked online to see what the requirements are like.   (सर वो order वगेरा पापा ही करते हैं। मैं खाली online देखा था कि कैसा क्या requirements है।)\n[18s] AGENT: Okay, okay, okay. Okay, if there is anything, I will   (अच्छा अच्छा अच्छा। अच्छा कुछ अगर रहेगा तो मैं)\n[20s] AGENT: You check it, sir, and tell me if there is a requirement.   (आप check कर लेते हैं ना सर, मुझे बताइए requirement है तो।)\n[22s] CUSTOMER: Yes, I will check on the app.   (हां मैं वो app पे देख लूंगा।)\n[24s] AGENT: Okay sir. Okay.   (ठीक है सर। Okay.)\n[25s] CUSTOMER: Yes. Thank you.   (हां। Thank you.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "clear: The customer's side has some minor background noise but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "13 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 the customer says someone else is the decision-maker, your next step must be to ask for their contact details or a time to speak with them.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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": "unknown",
  "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 immediately stated he was not the decision-maker and that his father handles procurement. The agent failed to probe for the decision-maker's contact details or schedule a specific follow-up call. The call ended passively without any discovery or clear next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I am Abdul speaking, sir, from the JSW Mumbai office.\", \"comment\": \"The agent provided a standard, professional opening by introducing himself and the company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Yeah, am I speaking with Mr. Gupta, Ashok, Mr. Ashok Gupta?\", \"comment\": \"Agent only verified the customer's name (1/4 questions) and did not ask about city, procurement role, or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions beyond a generic check for requirements.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explain any platform benefits like transparent pricing, test certificates, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You check it, sir, and tell me if there is a requirement.\", \"comment\": \"Agent did not capture a current requirement or schedule a specific callback date, leaving the next step vague.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote being sent, a specific callback being scheduled, or a platform walkthrough being booked.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer says someone else is the decision-maker, your next step must be to ask for their contact details or a time to speak with them.\", \"segment_detected\": \"unknown\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"check_with_manager\", \"state\": \"mishandled\", \"evidence\": \"Sir, my father handles the orders and all.\", \"response\": \"Okay, okay, okay. Okay, if there is anything, I will You check it, sir, and tell me if there is a requirement.\"}], \"call_summary\": \"The agent contacted a newly registered user who immediately stated he was not the decision-maker and that his father handles procurement. The agent failed to probe for the decision-maker's contact details or schedule a specific follow-up call. The call ended passively without any discovery or clear next steps.\"}",
  "error": null,
  "latency_ms": 33717,
  "input_tokens": 3021,
  "output_tokens": 817,
  "created_at": "2026-09-25 11:34:09",
  "sentiment": "positive",
  "sentiment_score": 0.48,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.552,
  "agent_talk_sec": 11.6,
  "customer_talk_sec": 9.4,
  "dead_air_sec": 36.0,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 341.4,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 66,
  "words_customer": 40,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178850070731",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.67,
      "end_s": 2.11,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178850070731",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.74,
      "end_s": 3.24,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178850070731",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.3,
      "end_s": 5.18,
      "text_en": "Yeah, am I speaking with Mr. Gupta, Ashok, Mr. Ashok Gupta?",
      "text_native": "Yeah, गुप्ता जी बात कर रहे हैं अशोक, अशोक गुप्ता जी?"
    },
    {
      "ucid": "21112178850070731",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.48,
      "end_s": 5.9,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178850070731",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.18,
      "end_s": 8.4,
      "text_en": "Sir, I am Abdul speaking, sir, from the JSW Mumbai office.",
      "text_native": "सर मैं अब्दुल बात कर रहा हूं सर, JSW Mumbai office से।"
    },
    {
      "ucid": "21112178850070731",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.68,
      "end_s": 10.1,
      "text_en": "Yes, yes, from JSW, speak.",
      "text_native": "हां हां, JSW से बोलिए ना।"
    },
    {
      "ucid": "21112178850070731",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.1,
      "end_s": 13.5,
      "text_en": "Yes, yes. Was there any requirement for steel, sir? I called for that. Do you need any sheet plates?",
      "text_native": "जी जी। कुछ requirement था क्या सर steel में? इसके लिए फोन किया था। Sheet plate चाहिए कुछ आपको?"
    },
    {
      "ucid": "21112178850070731",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 17.88,
      "text_en": "Sir, my father handles the orders and all. I had just checked online to see what the requirements are like.",
      "text_native": "सर वो order वगेरा पापा ही करते हैं। मैं खाली online देखा था कि कैसा क्या requirements है।"
    },
    {
      "ucid": "21112178850070731",
      "idx": 8,
      "speaker": "agent",
      "start_s": 18.16,
      "end_s": 19.9,
      "text_en": "Okay, okay, okay. Okay, if there is anything, I will",
      "text_native": "अच्छा अच्छा अच्छा। अच्छा कुछ अगर रहेगा तो मैं"
    },
    {
      "ucid": "21112178850070731",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.9,
      "end_s": 21.6,
      "text_en": "You check it, sir, and tell me if there is a requirement.",
      "text_native": "आप check कर लेते हैं ना सर, मुझे बताइए requirement है तो।"
    },
    {
      "ucid": "21112178850070731",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.9,
      "end_s": 23.4,
      "text_en": "Yes, I will check on the app.",
      "text_native": "हां मैं वो app पे देख लूंगा।"
    },
    {
      "ucid": "21112178850070731",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.7,
      "end_s": 24.4,
      "text_en": "Okay sir. Okay.",
      "text_native": "ठीक है सर। Okay."
    },
    {
      "ucid": "21112178850070731",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.7,
      "end_s": 25.4,
      "text_en": "Yes. Thank you.",
      "text_native": "हां। Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178850070731",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Sir, I am Abdul speaking, sir, from the JSW Mumbai office.",
      "comment": "The agent provided a standard, professional opening by introducing himself and the company."
    },
    {
      "ucid": "21112178850070731",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Yeah, am I speaking with Mr. Gupta, Ashok, Mr. Ashok Gupta?",
      "comment": "Agent only verified the customer's name (1/4 questions) and did not ask about city, procurement role, or best contact details."
    },
    {
      "ucid": "21112178850070731",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the required discovery questions beyond a generic check for requirements."
    },
    {
      "ucid": "21112178850070731",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not explain any platform benefits like transparent pricing, test certificates, or stock availability."
    },
    {
      "ucid": "21112178850070731",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "You check it, sir, and tell me if there is a requirement.",
      "comment": "Agent did not capture a current requirement or schedule a specific callback date, leaving the next step vague."
    },
    {
      "ucid": "21112178850070731",
      "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 being sent, a specific callback being scheduled, or a platform walkthrough being booked."
    }
  ],
  "objections": [
    {
      "ucid": "21112178850070731",
      "obj_type": "check_with_manager",
      "state": "mishandled",
      "evidence": "Sir, my father handles the orders and all.",
      "response": "Okay, okay, okay. Okay, if there is anything, I will You check it, sir, and tell me if there is a requirement."
    }
  ],
  "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": []
}