{
  "ucid": "21112178851277111",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 14:36:11",
  "end_time": "2026-09-04 14:37:06",
  "duration_sec": 55,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf011a68eb837274625ec6fb2238b161d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 862,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851277111__DIAf011a68eb837274625ec6fb2238b161d.mp3",
  "audio_bytes": 130248,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 43.416,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[3s] CUSTOMER: Hello   (हॅलो)\n[3s] AGENT: Hello, Satyanarayan Enterprises?   (Hello, सत्यनारायण एंटरप्राइजेज?)\n[5s] CUSTOMER: Yes.   (हां।)\n[6s] AGENT: I am Ronak Mehta speaking from JSW One.   (मैं रौनक मेहता बात कर रहा हूं JSW One से।)\n[8s] AGENT: Is there any requirement coming up for you in HR, CR sheets or coils?   (अभी कुछ रिक्वायरमेंट आ रहा है आपका HR में, CR शीट्स या कॉइल्स में?)\n[11s] CUSTOMER: There's a lot of time now, it's taking time.   (अभी बहुत टाइम है, अभी टाइम लग रहा है।)\n[13s] AGENT: So until when... okay, how much is your monthly procurement right now?   (तो अभी कब तक, अच्छा कितना होता है आपका मंथली का प्रोक्योरमेंट अभी?)\n[17s] CUSTOMER: It's around twenty-twenty five [inaudible].   (हो जाता है करीब बीस पच्चीस [inaudible])\n[19s] AGENT: Okay.   (अच्छा।)\n[20s] AGENT: So that's what I was saying, you had made an inquiry before but it couldn't be processed further. So what was the issue, I   (तो मैं वही बोल रहा था आपने पहले भी करी थी इंक्वायरी बट हो नहीं पाया था वो आगे प्रोसेस। तो क्या इशू आया था मैं)\n[24s] CUSTOMER: Will tell you, sir, will tell you now. He is sitting somewhere, he will call you now.   (बताएंगे सर अभी बताएंगे। कहीं है बैठे हुए अभी कॉल करेगा आपको।)\n[27s] AGENT: Okay. So when should I call you then, next week?   (ओके। तो मैं आपको कब कॉल करूं फिर एक नेक्स्ट वीक?)\n[29s] CUSTOMER: Sir will let you know.   (सर बता देंगे।)\n[30s] AGENT: Huh?   (हां?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "clear: There is some background noise, and one word from the customer regarding quantity is inaudible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 turns, clean transcript (7% 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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "Ronak, remember to ask for permission to speak before checking for requirements; this small step builds rapport and makes the customer more receptive to the call.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted Satyanarayan Enterprises to check for HR/CR requirements. The customer indicated there was no immediate need and that the decision-maker was unavailable but would call back. The agent briefly inquired about monthly procurement (20-25 MT) and attempted to schedule a follow-up, but the call ended without a firm, committed next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly into a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Is there any requirement coming up for you in HR, CR sheets or coils?\", \"comment\": \"The agent did not lead with a supply or price hook, but instead opened with a direct question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"how much is your monthly procurement right now?\", \"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 call did not progress to the point where any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement coming up for you in HR, CR sheets or coils?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the core intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"So when should I call you then, next week?\", \"comment\": \"The agent suggested a vague callback time but did not get a firm commitment from the customer for a specific date or action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Ronak, remember to ask for permission to speak before checking for requirements; this small step builds rapport and makes the customer more receptive to the call.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Will tell you, sir, will tell you now. He is sitting somewhere, he will call you now.\", \"response\": \"Okay. So when should I call you then, next week?\"}], \"call_summary\": \"The agent contacted Satyanarayan Enterprises to check for HR/CR requirements. The customer indicated there was no immediate need and that the decision-maker was unavailable but would call back. The agent briefly inquired about monthly procurement (20-25 MT) and attempted to schedule a follow-up, but the call ended without a firm, committed next step.\"}",
  "error": null,
  "latency_ms": 37489,
  "input_tokens": 3017,
  "output_tokens": 823,
  "created_at": "2026-09-25 11:31:34",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.668,
  "agent_talk_sec": 16.7,
  "customer_talk_sec": 8.3,
  "dead_air_sec": 30.0,
  "longest_monologue_sec": 5.6,
  "agent_wpm": 262.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 73,
  "words_customer": 40,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851277111",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.65,
      "end_s": 1.05,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178851277111",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.08,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178851277111",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.47,
      "end_s": 4.8,
      "text_en": "Hello, Satyanarayan Enterprises?",
      "text_native": "Hello, सत्यनारायण एंटरप्राइजेज?"
    },
    {
      "ucid": "21112178851277111",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.23,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851277111",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.58,
      "end_s": 8.48,
      "text_en": "I am Ronak Mehta speaking from JSW One.",
      "text_native": "मैं रौनक मेहता बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178851277111",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.48,
      "end_s": 11.2,
      "text_en": "Is there any requirement coming up for you in HR, CR sheets or coils?",
      "text_native": "अभी कुछ रिक्वायरमेंट आ रहा है आपका HR में, CR शीट्स या कॉइल्स में?"
    },
    {
      "ucid": "21112178851277111",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.2,
      "end_s": 13.1,
      "text_en": "There's a lot of time now, it's taking time.",
      "text_native": "अभी बहुत टाइम है, अभी टाइम लग रहा है।"
    },
    {
      "ucid": "21112178851277111",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.4,
      "end_s": 16.6,
      "text_en": "So until when... okay, how much is your monthly procurement right now?",
      "text_native": "तो अभी कब तक, अच्छा कितना होता है आपका मंथली का प्रोक्योरमेंट अभी?"
    },
    {
      "ucid": "21112178851277111",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.9,
      "end_s": 18.8,
      "text_en": "It's around twenty-twenty five [inaudible].",
      "text_native": "हो जाता है करीब बीस पच्चीस [inaudible]"
    },
    {
      "ucid": "21112178851277111",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.4,
      "end_s": 19.7,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178851277111",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 24.0,
      "text_en": "So that's what I was saying, you had made an inquiry before but it couldn't be processed further. So what was the issue, I",
      "text_native": "तो मैं वही बोल रहा था आपने पहले भी करी थी इंक्वायरी बट हो नहीं पाया था वो आगे प्रोसेस। तो क्या इशू आया था मैं"
    },
    {
      "ucid": "21112178851277111",
      "idx": 11,
      "speaker": "customer",
      "start_s": 24.0,
      "end_s": 26.8,
      "text_en": "Will tell you, sir, will tell you now. He is sitting somewhere, he will call you now.",
      "text_native": "बताएंगे सर अभी बताएंगे। कहीं है बैठे हुए अभी कॉल करेगा आपको।"
    },
    {
      "ucid": "21112178851277111",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 29.2,
      "text_en": "Okay. So when should I call you then, next week?",
      "text_native": "ओके। तो मैं आपको कब कॉल करूं फिर एक नेक्स्ट वीक?"
    },
    {
      "ucid": "21112178851277111",
      "idx": 13,
      "speaker": "customer",
      "start_s": 29.2,
      "end_s": 29.9,
      "text_en": "Sir will let you know.",
      "text_native": "सर बता देंगे।"
    },
    {
      "ucid": "21112178851277111",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 30.2,
      "text_en": "Huh?",
      "text_native": "हां?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851277111",
      "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, instead jumping directly into a requirement question."
    },
    {
      "ucid": "21112178851277111",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Is there any requirement coming up for you in HR, CR sheets or coils?",
      "comment": "The agent did not lead with a supply or price hook, but instead opened with a direct question about requirements."
    },
    {
      "ucid": "21112178851277111",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "how much is your monthly procurement right now?",
      "comment": "The agent only asked one of the six required discovery questions (monthly tonnage)."
    },
    {
      "ucid": "21112178851277111",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the point where any USPs could be pitched."
    },
    {
      "ucid": "21112178851277111",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any requirement coming up for you in HR, CR sheets or coils?",
      "comment": "The agent successfully asked if a current requirement exists, which is the core intent of this step."
    },
    {
      "ucid": "21112178851277111",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "So when should I call you then, next week?",
      "comment": "The agent suggested a vague callback time but did not get a firm commitment from the customer for a specific date or action."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851277111",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Will tell you, sir, will tell you now. He is sitting somewhere, he will call you now.",
      "response": "Okay. So when should I call you then, next week?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}