{
  "ucid": "21112178851367671",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 14:51:16",
  "end_time": "2026-09-04 14:52:15",
  "duration_sec": 59,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Anupreeti Mahadik",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA56fb260294f11880c67a55efe30ec777.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 856,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851367671__DIA56fb260294f11880c67a55efe30ec777.mp3",
  "audio_bytes": 106488,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 35.496,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[4s] CUSTOMER: Hello?\n[5s] AGENT: Hello, MK Engineers and Controls?\n[7s] CUSTOMER: Yes ma'am.\n[8s] AGENT: Uh, ma'am, I am Anupreeti calling from JSW One, Jindal Steel.   (अह, मैम मैं अनूप्रीति बात कर रही हूं JSW One से, जिंदल स्टील।)\n[12s] CUSTOMER: Yes, tell me, madam.   (हां बोलिए ना मैडम।)\n[13s] AGENT: I wanted to know if you have any requirement for HR coil?   (कोई रिक्वायरमेंट हो क्या जानना था आपका HR coil में?)\n[16s] CUSTOMER: No no, right now there is no requirement, madam.   (नहीं नहीं, अभी तो कोई नथी रिक्वायरमेंट मैडम।)\n[18s] AGENT: Okay, have you already procured for this month?   (अच्छा, ऑलरेडी कर लिया क्या ये मंथ का प्रोक्योर?)\n[20s] CUSTOMER: Yes, I don't do it. I don't do the sheet's work.   (हां, हूं नथी करती। हूं शीट नुं नथी करती।)\n[23s] AGENT: Okay.\n[23s] CUSTOMER: I will send you the number.   (मैं आपको नंबर भेजती हूं।)\n[25s] AGENT: Okay, I will WhatsApp you, please send me the number.   (ठीक है, मैं आपको WhatsApp करती हूं, आप मुझे नंबर भेज दीजिए प्लीज।)\n[28s] CUSTOMER: Yes yes yes.   (हां हां हां।)\n[29s] AGENT: Okay, thank you ma'am.\n[31s] CUSTOMER: Yes.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\", \"Gujarati\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "clear: The customer code-switches between Hindi and Gujarati.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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": "Always ask for permission to speak before asking about requirements; this builds rapport and makes the call less abrupt.",
  "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 MK Engineers and Controls to inquire about HR coil requirements. The customer stated they were the wrong contact and did not handle sheet procurement. The agent and customer agreed that the agent would send a WhatsApp message to receive the correct contact's number.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but failed to ask for permission to speak, jumping directly to the purpose of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook or benefit statement, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer immediately identified as the wrong contact.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I wanted to know if you have any requirement for HR coil?\", \"comment\": \"Agent successfully attempted to qualify for a current requirement, which is the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I will WhatsApp you, please send me the number.\", \"comment\": \"Agent secured a clear, committed next step to obtain the correct contact information.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Always ask for permission to speak before asking about requirements; this builds rapport and makes the call less abrupt.\", \"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\": [], \"call_summary\": \"The agent contacted MK Engineers and Controls to inquire about HR coil requirements. The customer stated they were the wrong contact and did not handle sheet procurement. The agent and customer agreed that the agent would send a WhatsApp message to receive the correct contact's number.\"}",
  "error": null,
  "latency_ms": 26324,
  "input_tokens": 2927,
  "output_tokens": 669,
  "created_at": "2026-09-25 11:30:57",
  "sentiment": "neutral",
  "sentiment_score": 0.022,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 6,
  "lex_hits": 7,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.618,
  "agent_talk_sec": 13.6,
  "customer_talk_sec": 8.4,
  "dead_air_sec": 37.0,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 225.0,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 51,
  "words_customer": 37,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851367671",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.37,
      "end_s": 4.74,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178851367671",
      "idx": 1,
      "speaker": "agent",
      "start_s": 4.86,
      "end_s": 6.6,
      "text_en": "Hello, MK Engineers and Controls?",
      "text_native": "Hello, MK Engineers and Controls?"
    },
    {
      "ucid": "21112178851367671",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 7.54,
      "text_en": "Yes ma'am.",
      "text_native": "Yes ma'am."
    },
    {
      "ucid": "21112178851367671",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.04,
      "end_s": 11.24,
      "text_en": "Uh, ma'am, I am Anupreeti calling from JSW One, Jindal Steel.",
      "text_native": "अह, मैम मैं अनूप्रीति बात कर रही हूं JSW One से, जिंदल स्टील।"
    },
    {
      "ucid": "21112178851367671",
      "idx": 4,
      "speaker": "customer",
      "start_s": 11.63,
      "end_s": 12.63,
      "text_en": "Yes, tell me, madam.",
      "text_native": "हां बोलिए ना मैडम।"
    },
    {
      "ucid": "21112178851367671",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.0,
      "end_s": 15.54,
      "text_en": "I wanted to know if you have any requirement for HR coil?",
      "text_native": "कोई रिक्वायरमेंट हो क्या जानना था आपका HR coil में?"
    },
    {
      "ucid": "21112178851367671",
      "idx": 6,
      "speaker": "customer",
      "start_s": 16.04,
      "end_s": 18.04,
      "text_en": "No no, right now there is no requirement, madam.",
      "text_native": "नहीं नहीं, अभी तो कोई नथी रिक्वायरमेंट मैडम।"
    },
    {
      "ucid": "21112178851367671",
      "idx": 7,
      "speaker": "agent",
      "start_s": 18.34,
      "end_s": 20.2,
      "text_en": "Okay, have you already procured for this month?",
      "text_native": "अच्छा, ऑलरेडी कर लिया क्या ये मंथ का प्रोक्योर?"
    },
    {
      "ucid": "21112178851367671",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.4,
      "end_s": 22.84,
      "text_en": "Yes, I don't do it. I don't do the sheet's work.",
      "text_native": "हां, हूं नथी करती। हूं शीट नुं नथी करती।"
    },
    {
      "ucid": "21112178851367671",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.9,
      "end_s": 23.14,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178851367671",
      "idx": 10,
      "speaker": "customer",
      "start_s": 23.2,
      "end_s": 24.44,
      "text_en": "I will send you the number.",
      "text_native": "मैं आपको नंबर भेजती हूं।"
    },
    {
      "ucid": "21112178851367671",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 27.84,
      "text_en": "Okay, I will WhatsApp you, please send me the number.",
      "text_native": "ठीक है, मैं आपको WhatsApp करती हूं, आप मुझे नंबर भेज दीजिए प्लीज।"
    },
    {
      "ucid": "21112178851367671",
      "idx": 12,
      "speaker": "customer",
      "start_s": 28.1,
      "end_s": 28.64,
      "text_en": "Yes yes yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178851367671",
      "idx": 13,
      "speaker": "agent",
      "start_s": 28.9,
      "end_s": 29.84,
      "text_en": "Okay, thank you ma'am.",
      "text_native": "Okay, thank you ma'am."
    },
    {
      "ucid": "21112178851367671",
      "idx": 14,
      "speaker": "customer",
      "start_s": 30.8,
      "end_s": 31.04,
      "text_en": "Yes.",
      "text_native": "Yes."
    }
  ],
  "steps": [
    {
      "ucid": "21112178851367671",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and company but failed to ask for permission to speak, jumping directly to the purpose of the call."
    },
    {
      "ucid": "21112178851367671",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a hook or benefit statement, instead asking directly for a requirement."
    },
    {
      "ucid": "21112178851367671",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the customer immediately identified as the wrong contact."
    },
    {
      "ucid": "21112178851367671",
      "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 pitch stage."
    },
    {
      "ucid": "21112178851367671",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I wanted to know if you have any requirement for HR coil?",
      "comment": "Agent successfully attempted to qualify for a current requirement, which is the primary intent of this step."
    },
    {
      "ucid": "21112178851367671",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, I will WhatsApp you, please send me the number.",
      "comment": "Agent secured a clear, committed next step to obtain the correct contact information."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}