{
  "ucid": "21112178851140111",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 14:13:20",
  "end_time": "2026-09-04 14:14:45",
  "duration_sec": 85,
  "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/DIA6be25d53d400cdc796ec15785121af04.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 872,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851140111__DIA6be25d53d400cdc796ec15785121af04.mp3",
  "audio_bytes": 172800,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 57.6,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello, am I speaking with Amit Nirvan ji?   (हेलो अमित निर्वाण जी से बात हो रही है?)\n[4s] CUSTOMER: Yes sir.   (जी सर।)\n[5s] AGENT: Yes, this is Ronak Mehta speaking from JSW One. Is there any requirement coming up in HR for this month's planning?   (जी रोनक मेहता बात कर रहा हूं JSW One से। HR में कुछ requirement अभी आ रहा है ये month का planning?)\n[9s] CUSTOMER: For sheet?   (Sheet के लिए?)\n[10s] AGENT: Yes, in sheet, coils.   (हां, sheet, coils में।)\n[12s] CUSTOMER: Yes, I will put it in once after confirming.   (हां मैं डालता हूं एक बार ना confirm करके।)\n[15s] AGENT: How many tons do you procure monthly, by the way?   (कितना ton procure करते हैं वैसे आप monthly का?)\n[18s] CUSTOMER: Monthly it's about fifty, fifty tons.   (Monthly हो जाता है पचास, पचास ton.)\n[20s] AGENT: I will get it done for you at the best price from JSW.   (करके दे दूंगा सर best price JSW से।)\n[22s] CUSTOMER: Yes, so I will confirm the quantity to you now.   (हां तो मैं अभी एक आपको करता हूं confirm quantity ना।)\n[24s] AGENT: You had one before as well, but the deal couldn't go through, sir. Was there some issue?   (आपकी आपकी पहले का भी था but कुछ deal नहीं हो पाया था सर, कुछ issue था क्या?)\n[27s] CUSTOMER: Yes, your rates are higher, sir, that's why.   (हां वो rate आपकी ज्यादा आती है ना सर इसलिए इस वजह से।)\n[29s] AGENT: Okay, the rates have increased now anyway, sir, even in market fetching. So it will remain the same now. You send me the details, I'll get it done. Okay?   (Okay, अभी तो rate सर बढ़ ही गई है वैसे market fetching में भी। तो अभी तो same ही रहेगी। आप मुझे details भेज दीजिए मैं करा देता हूं। ठीक है?)\n[34s] CUSTOMER: Okay sir, okay.   (ठीक है सर, ठीक है।)\n[35s] AGENT: Okay. Okay, I'll ping you on WhatsApp. You can send me the dimensions there itself.   (Okay. Okay, मैं आपको WhatsApp पे ping कर देता हूं। मुझे आप वहीं पे भेज देना dimensions.)\n[38s] CUSTOMER: Okay.   (ठीक है।)\n[39s] AGENT: Okay, okay Amit ji, thank you.   (Okay, okay अमित जी, thank you.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "noisy: Significant background chatter and crosstalk on the agent's side, but the main conversation is mostly clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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 objects that our price is high, don't dismiss it; instead, ask to compare the total landed cost against their current supplier to prove our value.",
  "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 contacted a customer to inquire about HR coil requirements. The customer, who procures around 50 MT monthly, expressed hesitation due to past experiences with JSW's high prices. The agent failed to counter the price objection effectively but did manage to get the customer to agree to send their specific requirements via WhatsApp for a new quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into asking for a requirement.\"}, {\"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 question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"How many tons do you procure monthly, by the way?\", \"comment\": \"The agent only asked one of the six required discovery questions (monthly tonnage).\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs; he only made a generic 'best price' claim which was not substantiated.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement coming up in HR for this month's planning?\", \"comment\": \"The agent successfully asked if a current requirement exists and arranged to receive the details via WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I'll ping you on WhatsApp. You can send me the dimensions there itself.\", \"comment\": \"The agent established a clear next step for the customer to send requirement details on WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer objects that our price is high, don't dismiss it; instead, ask to compare the total landed cost against their current supplier to prove our value.\", \"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\": \"Yes, your rates are higher, sir, that's why.\", \"response\": \"Okay, the rates have increased now anyway, sir, even in market fetching. So it will remain the same now.\"}], \"call_summary\": \"The agent contacted a customer to inquire about HR coil requirements. The customer, who procures around 50 MT monthly, expressed hesitation due to past experiences with JSW's high prices. The agent failed to counter the price objection effectively but did manage to get the customer to agree to send their specific requirements via WhatsApp for a new quote.\"}",
  "error": null,
  "latency_ms": 42230,
  "input_tokens": 3157,
  "output_tokens": 812,
  "created_at": "2026-09-25 11:32:17",
  "sentiment": "positive",
  "sentiment_score": 0.62,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.682,
  "agent_talk_sec": 21.0,
  "customer_talk_sec": 9.8,
  "dead_air_sec": 54.2,
  "longest_monologue_sec": 4.6,
  "agent_wpm": 351.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 5,
  "words_agent": 123,
  "words_customer": 41,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851140111",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.98,
      "end_s": 3.88,
      "text_en": "Hello, am I speaking with Amit Nirvan ji?",
      "text_native": "हेलो अमित निर्वाण जी से बात हो रही है?"
    },
    {
      "ucid": "21112178851140111",
      "idx": 1,
      "speaker": "customer",
      "start_s": 4.19,
      "end_s": 4.56,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178851140111",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 8.4,
      "text_en": "Yes, this is Ronak Mehta speaking from JSW One. Is there any requirement coming up in HR for this month's planning?",
      "text_native": "जी रोनक मेहता बात कर रहा हूं JSW One से। HR में कुछ requirement अभी आ रहा है ये month का planning?"
    },
    {
      "ucid": "21112178851140111",
      "idx": 3,
      "speaker": "customer",
      "start_s": 9.1,
      "end_s": 9.69,
      "text_en": "For sheet?",
      "text_native": "Sheet के लिए?"
    },
    {
      "ucid": "21112178851140111",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.1,
      "end_s": 11.18,
      "text_en": "Yes, in sheet, coils.",
      "text_native": "हां, sheet, coils में।"
    },
    {
      "ucid": "21112178851140111",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 14.3,
      "text_en": "Yes, I will put it in once after confirming.",
      "text_native": "हां मैं डालता हूं एक बार ना confirm करके।"
    },
    {
      "ucid": "21112178851140111",
      "idx": 6,
      "speaker": "agent",
      "start_s": 15.1,
      "end_s": 16.9,
      "text_en": "How many tons do you procure monthly, by the way?",
      "text_native": "कितना ton procure करते हैं वैसे आप monthly का?"
    },
    {
      "ucid": "21112178851140111",
      "idx": 7,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 19.2,
      "text_en": "Monthly it's about fifty, fifty tons.",
      "text_native": "Monthly हो जाता है पचास, पचास ton."
    },
    {
      "ucid": "21112178851140111",
      "idx": 8,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 21.6,
      "text_en": "I will get it done for you at the best price from JSW.",
      "text_native": "करके दे दूंगा सर best price JSW से।"
    },
    {
      "ucid": "21112178851140111",
      "idx": 9,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 23.9,
      "text_en": "Yes, so I will confirm the quantity to you now.",
      "text_native": "हां तो मैं अभी एक आपको करता हूं confirm quantity ना।"
    },
    {
      "ucid": "21112178851140111",
      "idx": 10,
      "speaker": "agent",
      "start_s": 24.0,
      "end_s": 26.5,
      "text_en": "You had one before as well, but the deal couldn't go through, sir. Was there some issue?",
      "text_native": "आपकी आपकी पहले का भी था but कुछ deal नहीं हो पाया था सर, कुछ issue था क्या?"
    },
    {
      "ucid": "21112178851140111",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.6,
      "end_s": 28.6,
      "text_en": "Yes, your rates are higher, sir, that's why.",
      "text_native": "हां वो rate आपकी ज्यादा आती है ना सर इसलिए इस वजह से।"
    },
    {
      "ucid": "21112178851140111",
      "idx": 12,
      "speaker": "agent",
      "start_s": 29.2,
      "end_s": 33.8,
      "text_en": "Okay, the rates have increased now anyway, sir, even in market fetching. So it will remain the same now. You send me the details, I'll get it done. Okay?",
      "text_native": "Okay, अभी तो rate सर बढ़ ही गई है वैसे market fetching में भी। तो अभी तो same ही रहेगी। आप मुझे details भेज दीजिए मैं करा देता हूं। ठीक है?"
    },
    {
      "ucid": "21112178851140111",
      "idx": 13,
      "speaker": "customer",
      "start_s": 34.0,
      "end_s": 34.8,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    },
    {
      "ucid": "21112178851140111",
      "idx": 14,
      "speaker": "agent",
      "start_s": 35.2,
      "end_s": 38.0,
      "text_en": "Okay. Okay, I'll ping you on WhatsApp. You can send me the dimensions there itself.",
      "text_native": "Okay. Okay, मैं आपको WhatsApp पे ping कर देता हूं। मुझे आप वहीं पे भेज देना dimensions."
    },
    {
      "ucid": "21112178851140111",
      "idx": 15,
      "speaker": "customer",
      "start_s": 38.4,
      "end_s": 38.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178851140111",
      "idx": 16,
      "speaker": "agent",
      "start_s": 39.0,
      "end_s": 40.1,
      "text_en": "Okay, okay Amit ji, thank you.",
      "text_native": "Okay, okay अमित जी, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178851140111",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak, jumping directly into asking for a requirement."
    },
    {
      "ucid": "21112178851140111",
      "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 question about requirements."
    },
    {
      "ucid": "21112178851140111",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "How many tons do you procure monthly, by the way?",
      "comment": "The agent only asked one of the six required discovery questions (monthly tonnage)."
    },
    {
      "ucid": "21112178851140111",
      "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; he only made a generic 'best price' claim which was not substantiated."
    },
    {
      "ucid": "21112178851140111",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any requirement coming up in HR for this month's planning?",
      "comment": "The agent successfully asked if a current requirement exists and arranged to receive the details via WhatsApp."
    },
    {
      "ucid": "21112178851140111",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, I'll ping you on WhatsApp. You can send me the dimensions there itself.",
      "comment": "The agent established a clear next step for the customer to send requirement details on WhatsApp."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851140111",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Yes, your rates are higher, sir, that's why.",
      "response": "Okay, the rates have increased now anyway, sir, even in market fetching. So it will remain the same now."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}