{
  "ucid": "21112178850196481",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 11:36:04",
  "end_time": "2026-09-04 11:36:54",
  "duration_sec": 50,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa4fb37937074bcabbf09d835784e585e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 906,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178850196481__DIAa4fb37937074bcabbf09d835784e585e.mp3",
  "audio_bytes": 119880,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 39.96,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?   (हॅलो?)\n[3s] AGENT: Hello?   (हॅलो?)\n[4s] AGENT: Yes, hello sir. This is Abhinav Gautam calling from JSW One.   (हां नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One से।)\n[7s] CUSTOMER: Yes, tell me sir.   (हां बोलिए सर।)\n[7s] AGENT: Sir, your account was registered on our platform, your account name is Swastik.   (ये सर आपका अकाउंट रजिस्टर हुआ था हमारे प्लेटफॉर्म पे, स्वास्तिक करके आपका अकाउंट का नाम है।)\n[11s] CUSTOMER: Yes, yes.   (हां हां।)\n[11s] AGENT: So do you have any requirement for steel? Or did you register on our platform by mistake?   (तो कोई स्टील में रिक्वायरमेंट होती है क्या आपकी? या फिर बाय मिस्टेक आपने रजिस्टर कर दिया था प्लेटफॉर्म पे हमारे?)\n[14s] CUSTOMER: What happened?   (क्या हुआ है?)\n[15s] AGENT: Do you have any requirement for steel?   (स्टील में कोई रिक्वायरमेंट होती है आपको?)\n[17s] CUSTOMER: I had one, sir, but I have already procured it now.   (थी सर, लेकिन ले लिया है अभी।)\n[18s] AGENT: Sir, you've procured it. So was it a one-time requirement, or will you have one in the future?   (सर ले लिया। तो वन टाइम रिक्वायरमेंट थी, इन फ्यूचर रहेगी आपको?)\n[21s] CUSTOMER: No, I won't have one for now, sir.   (नहीं, अभी तो नहीं रहेगी सर।)\n[22s] AGENT: Alright, okay. Okay. Thank you, sir.   (चलो ठीक है। ओके। थैंक यू सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side but it does not significantly impact 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 a customer says they have no current need, you must still attempt discovery to understand their business for future opportunities, instead of ending the call immediately.",
  "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 called a newly registered user (Swastik). The customer confirmed the registration but stated they had a steel requirement which they have already fulfilled. When asked about future needs, the customer said they have none for now, at which point the agent thanked them and ended the call without any discovery or setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, hello sir. This is Abhinav Gautam calling from JSW One. Sir, your account was registered on our platform, your account name is Swastik.\", \"comment\": \"The agent provided a warm, professional opening that stated the reason for the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required profile verification questions like procurement city or decision-making involvement.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not attempt any discovery questions about business type, monthly tonnage, or brands used after the customer stated no immediate need.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not get to the stage of explaining any platform benefits like transparent pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"No, I won't have one for now, sir.\", \"comment\": \"After the customer stated they have no current requirement, the agent did not attempt to schedule a specific callback date for the future.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, okay. Okay. Thank you, sir.\", \"comment\": \"The call was ended without a quote, a scheduled callback, or a platform walkthrough being agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have no current need, you must still attempt discovery to understand their business for future opportunities, instead of ending the call immediately.\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I had one, sir, but I have already procured it now.\", \"response\": \"Sir, you've procured it. So was it a one-time requirement, or will you have one in the future?\"}], \"call_summary\": \"The agent called a newly registered user (Swastik). The customer confirmed the registration but stated they had a steel requirement which they have already fulfilled. When asked about future needs, the customer said they have none for now, at which point the agent thanked them and ended the call without any discovery or setting a next step.\"}",
  "error": null,
  "latency_ms": 29273,
  "input_tokens": 3020,
  "output_tokens": 839,
  "created_at": "2026-09-25 11:33:40",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.771,
  "agent_talk_sec": 15.5,
  "customer_talk_sec": 4.6,
  "dead_air_sec": 29.9,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 286.5,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 6,
  "discovery_qs": 5,
  "words_agent": 74,
  "words_customer": 28,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178850196481",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.4,
      "end_s": 2.8,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178850196481",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 3.3,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178850196481",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 6.2,
      "text_en": "Yes, hello sir. This is Abhinav Gautam calling from JSW One.",
      "text_native": "हां नमस्कार सर, अभिनव गौतम बात कर रहा था मैं JSW One से।"
    },
    {
      "ucid": "21112178850196481",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 7.2,
      "text_en": "Yes, tell me sir.",
      "text_native": "हां बोलिए सर।"
    },
    {
      "ucid": "21112178850196481",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.3,
      "end_s": 10.6,
      "text_en": "Sir, your account was registered on our platform, your account name is Swastik.",
      "text_native": "ये सर आपका अकाउंट रजिस्टर हुआ था हमारे प्लेटफॉर्म पे, स्वास्तिक करके आपका अकाउंट का नाम है।"
    },
    {
      "ucid": "21112178850196481",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.7,
      "end_s": 11.1,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178850196481",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 14.5,
      "text_en": "So do you have any requirement for steel? Or did you register on our platform by mistake?",
      "text_native": "तो कोई स्टील में रिक्वायरमेंट होती है क्या आपकी? या फिर बाय मिस्टेक आपने रजिस्टर कर दिया था प्लेटफॉर्म पे हमारे?"
    },
    {
      "ucid": "21112178850196481",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 15.1,
      "text_en": "What happened?",
      "text_native": "क्या हुआ है?"
    },
    {
      "ucid": "21112178850196481",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.1,
      "end_s": 16.6,
      "text_en": "Do you have any requirement for steel?",
      "text_native": "स्टील में कोई रिक्वायरमेंट होती है आपको?"
    },
    {
      "ucid": "21112178850196481",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 18.1,
      "text_en": "I had one, sir, but I have already procured it now.",
      "text_native": "थी सर, लेकिन ले लिया है अभी।"
    },
    {
      "ucid": "21112178850196481",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.2,
      "end_s": 20.7,
      "text_en": "Sir, you've procured it. So was it a one-time requirement, or will you have one in the future?",
      "text_native": "सर ले लिया। तो वन टाइम रिक्वायरमेंट थी, इन फ्यूचर रहेगी आपको?"
    },
    {
      "ucid": "21112178850196481",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.8,
      "end_s": 22.1,
      "text_en": "No, I won't have one for now, sir.",
      "text_native": "नहीं, अभी तो नहीं रहेगी सर।"
    },
    {
      "ucid": "21112178850196481",
      "idx": 12,
      "speaker": "agent",
      "start_s": 22.3,
      "end_s": 24.2,
      "text_en": "Alright, okay. Okay. Thank you, sir.",
      "text_native": "चलो ठीक है। ओके। थैंक यू सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178850196481",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Yes, hello sir. This is Abhinav Gautam calling from JSW One. Sir, your account was registered on our platform, your account name is Swastik.",
      "comment": "The agent provided a warm, professional opening that stated the reason for the call."
    },
    {
      "ucid": "21112178850196481",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the required profile verification questions like procurement city or decision-making involvement."
    },
    {
      "ucid": "21112178850196481",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not attempt any discovery questions about business type, monthly tonnage, or brands used after the customer stated no immediate need."
    },
    {
      "ucid": "21112178850196481",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not get to the stage of explaining any platform benefits like transparent pricing or test certificates."
    },
    {
      "ucid": "21112178850196481",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "No, I won't have one for now, sir.",
      "comment": "After the customer stated they have no current requirement, the agent did not attempt to schedule a specific callback date for the future."
    },
    {
      "ucid": "21112178850196481",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Alright, okay. Okay. Thank you, sir.",
      "comment": "The call was ended without a quote, a scheduled callback, or a platform walkthrough being agreed upon."
    }
  ],
  "objections": [
    {
      "ucid": "21112178850196481",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "I had one, sir, but I have already procured it now.",
      "response": "Sir, you've procured it. So was it a one-time requirement, or will you have one in the future?"
    }
  ],
  "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": []
}