{
  "ucid": "21112178850876271",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 13:29:22",
  "end_time": "2026-09-04 13:31:02",
  "duration_sec": 100,
  "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/DIA5aed1f140382696feb616644160df913.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 875,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178850876271__DIA5aed1f140382696feb616644160df913.mp3",
  "audio_bytes": 254880,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 84.96,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Good afternoon sir, my name is Gautam, I was calling from JSW One.   (गुड आफ्टरनून सर, अपना नाम गौतम बात कर रहा था मैं JSW One से।)\n[5s] CUSTOMER: Hmm, tell me.   (हम्म, बोलिए।)\n[6s] AGENT: Sir, will there be any requirement for steel this month?   (सर कोई रिक्वायरमेंट होगी स्टील में इस मंथ?)\n[8s] CUSTOMER: Requirement?\n[9s] AGENT: Yes, requirement for steel.   (जी, स्टील में रिक्वायरमेंट।)\n[10s] CUSTOMER: Uh, see, there is a requirement, but we... no, that rate, the rate is not working out.   (अह देखिए, रिक्वायरमेंट तो है पर हमने, ना, वो जो रेट है ना, रेट नहीं जम रहा।)\n[14s] AGENT: The rate right now... I mean, you haven't taken the rate from us even once through the system yet.   (रेट अभी तो, मतलब सिस्टम के थ्रू तो आपने एक भी बार रेट नहीं लिया हमसे अभी तो।)\n[17s] CUSTOMER: No no, that... someone's call had come, two or three guys', people's.   (नहीं नहीं, वो एक किसी का कॉल आया था, दो तीन बंदे, लोगों का।)\n[19s] AGENT: Okay.   (अच्छा।)\n[20s] CUSTOMER: So, that which is coming as 60 plus, 60... uh, six and all that.   (तो वो जो sixty plus आ रहा है ना, sixty, uh, six और ऐसा सब।)\n[22s] AGENT: Yes.   (जी।)\n[22s] CUSTOMER: So, Papa is saying that rate is quite high. And if you have rejected material, a little bit in pieces, if you have material like that, then if we can get that for less, that would work.   (तो पापा कह रहे वो रेट काफी हाई है। और अगर आपके पास रिजेक्टेड माल, थोड़ा टुकड़ों में माल, ऐसे में होगा तो वो कम में मिल जाए ऐसा चलेगा तो।)\n[28s] AGENT: Oh, so you purchase rejected material, material?   (अच्छा तो आप रिजेक्टेड माल, मटेरियल परचेस करते हो क्या?)\n[30s] CUSTOMER: We do everything, actually. Here at my shop, everything comes. Mainly it's rejected material.   (सब करते हैं वैसे तो, इधर मेरे दुकान पे सभी आता है। मेनली रिजेक्टेड माल रहता है।)\n[33s] AGENT: Mainly. Yes, so we don't supply rejected material, we deal in prime.   (मेनली। हां तो हम लोग रिजेक्टेड माल सप्लाई नहीं करते, हम लोग प्राइम में डील करते हैं।)\n[35s] CUSTOMER: Hmm hmm, that's it, that's why that problem was coming, with the rate, in prime.   (हम्म हम्म, वही, इसलिए वही दिक्कत आ रहा था रेट में, प्राइम में।)\n[37s] AGENT: Okay, yes, in prime there will be a problem, sir, there is a little bit, but. Okay, then it's no problem. Right now you will have to take this one from local. We won't be able to give it.   (चलो, हां प्राइम में दिक्कत ही आएगा वो तो सर थोड़ा सा है पर। चलो ठीक है फिर तो कोई बात ही नहीं है अभी तो आपको वहां से लोकल से लेना पड़ेगा ये वाला, हम तो दे नहीं पाएंगे।)\n[43s] CUSTOMER: Yes, yes, okay.   (हां हां, ठीक है।)\n[43s] AGENT: Okay sir, okay.   (ठीक है सर, ओके।)\n[45s] CUSTOMER: Hmm.   (हम्म।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: The audio quality is clear with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"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 mentions a product we don't sell (like rejected material), probe to see if they also buy prime material before disengaging from the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": null,
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, who runs a shop, stated a price objection based on previous calls and then clarified their main need is for cheaper, 'rejected' material. The agent explained that JSW One only deals in 'prime' material, agreed the price would be an issue, and suggested the customer buy locally, ending the call without further discovery.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a warm welcome or reference the new registration, instead opening directly with a sales question.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the four required basic profile questions (name, city, procurement role, contact details).\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions from the script; the customer volunteered their need for rejected material.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any platform benefits like transparent pricing or test certificates, even when a price objection was raised.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not identify an opportunity for prime material after learning the customer's main interest was in rejected material.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Right now you will have to take this one from local. We won't be able to give it.\", \"comment\": \"The call ended with the agent disengaging, not with a quote, scheduled callback, or walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer mentions a product we don't sell (like rejected material), probe to see if they also buy prime material before disengaging from the call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": null, \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"that rate, the rate is not working out.\", \"response\": \"in prime there will be a problem, sir, there is a little bit, but.\"}], \"call_summary\": \"The customer, who runs a shop, stated a price objection based on previous calls and then clarified their main need is for cheaper, 'rejected' material. The agent explained that JSW One only deals in 'prime' material, agreed the price would be an issue, and suggested the customer buy locally, ending the call without further discovery.\"}",
  "error": null,
  "latency_ms": 36278,
  "input_tokens": 3455,
  "output_tokens": 800,
  "created_at": "2026-09-25 11:32:15",
  "sentiment": "negative",
  "sentiment_score": -0.4,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 9,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.494,
  "agent_talk_sec": 19.6,
  "customer_talk_sec": 20.1,
  "dead_air_sec": 60.3,
  "longest_monologue_sec": 5.2,
  "agent_wpm": 333.7,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 11,
  "discovery_qs": 2,
  "words_agent": 109,
  "words_customer": 118,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178850876271",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.0,
      "end_s": 1.5,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178850876271",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 4.7,
      "text_en": "Good afternoon sir, my name is Gautam, I was calling from JSW One.",
      "text_native": "गुड आफ्टरनून सर, अपना नाम गौतम बात कर रहा था मैं JSW One से।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.5,
      "text_en": "Hmm, tell me.",
      "text_native": "हम्म, बोलिए।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.7,
      "end_s": 7.8,
      "text_en": "Sir, will there be any requirement for steel this month?",
      "text_native": "सर कोई रिक्वायरमेंट होगी स्टील में इस मंथ?"
    },
    {
      "ucid": "21112178850876271",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.1,
      "end_s": 8.7,
      "text_en": "Requirement?",
      "text_native": "Requirement?"
    },
    {
      "ucid": "21112178850876271",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.8,
      "end_s": 9.8,
      "text_en": "Yes, requirement for steel.",
      "text_native": "जी, स्टील में रिक्वायरमेंट।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.4,
      "end_s": 13.5,
      "text_en": "Uh, see, there is a requirement, but we... no, that rate, the rate is not working out.",
      "text_native": "अह देखिए, रिक्वायरमेंट तो है पर हमने, ना, वो जो रेट है ना, रेट नहीं जम रहा।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.6,
      "end_s": 16.5,
      "text_en": "The rate right now... I mean, you haven't taken the rate from us even once through the system yet.",
      "text_native": "रेट अभी तो, मतलब सिस्टम के थ्रू तो आपने एक भी बार रेट नहीं लिया हमसे अभी तो।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.6,
      "end_s": 18.8,
      "text_en": "No no, that... someone's call had come, two or three guys', people's.",
      "text_native": "नहीं नहीं, वो एक किसी का कॉल आया था, दो तीन बंदे, लोगों का।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 19.3,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 21.5,
      "text_en": "So, that which is coming as 60 plus, 60... uh, six and all that.",
      "text_native": "तो वो जो sixty plus आ रहा है ना, sixty, uh, six और ऐसा सब।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.6,
      "end_s": 21.9,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 12,
      "speaker": "customer",
      "start_s": 22.1,
      "end_s": 27.5,
      "text_en": "So, Papa is saying that rate is quite high. And if you have rejected material, a little bit in pieces, if you have material like that, then if we can get that for less, that would work.",
      "text_native": "तो पापा कह रहे वो रेट काफी हाई है। और अगर आपके पास रिजेक्टेड माल, थोड़ा टुकड़ों में माल, ऐसे में होगा तो वो कम में मिल जाए ऐसा चलेगा तो।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 13,
      "speaker": "agent",
      "start_s": 27.6,
      "end_s": 29.6,
      "text_en": "Oh, so you purchase rejected material, material?",
      "text_native": "अच्छा तो आप रिजेक्टेड माल, मटेरियल परचेस करते हो क्या?"
    },
    {
      "ucid": "21112178850876271",
      "idx": 14,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 32.5,
      "text_en": "We do everything, actually. Here at my shop, everything comes. Mainly it's rejected material.",
      "text_native": "सब करते हैं वैसे तो, इधर मेरे दुकान पे सभी आता है। मेनली रिजेक्टेड माल रहता है।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 15,
      "speaker": "agent",
      "start_s": 32.6,
      "end_s": 35.0,
      "text_en": "Mainly. Yes, so we don't supply rejected material, we deal in prime.",
      "text_native": "मेनली। हां तो हम लोग रिजेक्टेड माल सप्लाई नहीं करते, हम लोग प्राइम में डील करते हैं।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 16,
      "speaker": "customer",
      "start_s": 35.1,
      "end_s": 37.2,
      "text_en": "Hmm hmm, that's it, that's why that problem was coming, with the rate, in prime.",
      "text_native": "हम्म हम्म, वही, इसलिए वही दिक्कत आ रहा था रेट में, प्राइम में।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 17,
      "speaker": "agent",
      "start_s": 37.3,
      "end_s": 42.5,
      "text_en": "Okay, yes, in prime there will be a problem, sir, there is a little bit, but. Okay, then it's no problem. Right now you will have to take this one from local. We won't be able to give it.",
      "text_native": "चलो, हां प्राइम में दिक्कत ही आएगा वो तो सर थोड़ा सा है पर। चलो ठीक है फिर तो कोई बात ही नहीं है अभी तो आपको वहां से लोकल से लेना पड़ेगा ये वाला, हम तो दे नहीं पाएंगे।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 18,
      "speaker": "customer",
      "start_s": 42.6,
      "end_s": 43.2,
      "text_en": "Yes, yes, okay.",
      "text_native": "हां हां, ठीक है।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 19,
      "speaker": "agent",
      "start_s": 43.3,
      "end_s": 44.1,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ओके।"
    },
    {
      "ucid": "21112178850876271",
      "idx": 20,
      "speaker": "customer",
      "start_s": 44.6,
      "end_s": 45.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178850876271",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a warm welcome or reference the new registration, instead opening directly with a sales question."
    },
    {
      "ucid": "21112178850876271",
      "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 four required basic profile questions (name, city, procurement role, contact details)."
    },
    {
      "ucid": "21112178850876271",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions from the script; the customer volunteered their need for rejected material."
    },
    {
      "ucid": "21112178850876271",
      "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 any platform benefits like transparent pricing or test certificates, even when a price objection was raised."
    },
    {
      "ucid": "21112178850876271",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not identify an opportunity for prime material after learning the customer's main interest was in rejected material."
    },
    {
      "ucid": "21112178850876271",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Right now you will have to take this one from local. We won't be able to give it.",
      "comment": "The call ended with the agent disengaging, not with a quote, scheduled callback, or walkthrough."
    }
  ],
  "objections": [
    {
      "ucid": "21112178850876271",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "that rate, the rate is not working out.",
      "response": "in prime there will be a problem, sir, there is a little bit, but."
    }
  ],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "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": []
}