{
  "ucid": "21112178851451071",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:05:10",
  "end_time": "2026-09-04 15:05:58",
  "duration_sec": 48,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc3919a741e773507e0a30d1cb204bc98.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 851,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851451071__DIAc3919a741e773507e0a30d1cb204bc98.mp3",
  "audio_bytes": 97848,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 32.616,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes?   (हांजी?)\n[3s] AGENT: Yes sir. This is Kartik speaking from JSW One.   (हांजी सर। कार्तिक ये बात कर रहा था JSW One से।)\n[5s] CUSTOMER: Yes, yes, tell me.   (जी जी, बताएं।)\n[6s] AGENT: Sir, do you have any requirement right now for HR and such?   (सर अभी कुछ requirement है अपना HR वगेरा में?)\n[9s] CUSTOMER: No sir, currently there is no requirement.   (नहीं सर, फिलहाल कोई requirement नहीं है।)\n[11s] AGENT: Okay, so for now you will wait for the market to come down?   (अच्छा, फिलहाल market नीचे आने का वेट करोगे?)\n[13s] CUSTOMER: Pardon?   (हैं जी?)\n[14s] AGENT: I said sir, do you have to wait for the market to go down now?   (मैंने कहा सर market नीचे जाने का वेट करना है अभी?)\n[17s] CUSTOMER: Yes.   (जी।)\n[17s] AGENT: Okay. Well, we'll let you know later then.   (अच्छा। चलो बताते हैं फिर आपको बाद में।)\n[20s] CUSTOMER: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 13,
  "connected": 1,
  "audio_notes": "clear: The recording starts abruptly, with the first clear word being the customer's 'Hello'.",
  "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": "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": "You must open with a hook to give the customer a reason to engage, rather than immediately asking for their requirement which often leads to a quick dismissal.",
  "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 opened the call and immediately asked for a requirement for HR material. The customer stated they have no current need and are waiting for market prices to decrease. The agent accepted this and ended the call with a vague promise to follow up later, without attempting any discovery or objection handling.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Yes sir. This is Kartik speaking from JSW One.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook; instead, they immediately asked for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Sir, do you have any requirement right now for HR and such?\", \"comment\": \"The agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay. Well, we'll let you know later then.\", \"comment\": \"The agent did not establish a specific, committed next step; 'later' is too vague.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must open with a hook to give the customer a reason to engage, rather than immediately asking for their requirement which often leads to a quick dismissal.\", \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"CUSTOMER: Yes.\", \"response\": \"AGENT: Okay. Well, we'll let you know later then.\"}], \"call_summary\": \"The agent opened the call and immediately asked for a requirement for HR material. The customer stated they have no current need and are waiting for market prices to decrease. The agent accepted this and ended the call with a vague promise to follow up later, without attempting any discovery or objection handling.\"}",
  "error": null,
  "latency_ms": 27242,
  "input_tokens": 2858,
  "output_tokens": 755,
  "created_at": "2026-09-25 11:30:48",
  "sentiment": "negative",
  "sentiment_score": -0.269,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 4,
  "lex_hits": 5,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.695,
  "agent_talk_sec": 11.6,
  "customer_talk_sec": 5.1,
  "dead_air_sec": 31.3,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 300.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 7,
  "discovery_qs": 4,
  "words_agent": 58,
  "words_customer": 16,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851451071",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.0,
      "end_s": 1.4,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178851451071",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 1.9,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178851451071",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.1,
      "end_s": 2.5,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178851451071",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 4.7,
      "text_en": "Yes sir. This is Kartik speaking from JSW One.",
      "text_native": "हांजी सर। कार्तिक ये बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178851451071",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.9,
      "text_en": "Yes, yes, tell me.",
      "text_native": "जी जी, बताएं।"
    },
    {
      "ucid": "21112178851451071",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.1,
      "end_s": 8.5,
      "text_en": "Sir, do you have any requirement right now for HR and such?",
      "text_native": "सर अभी कुछ requirement है अपना HR वगेरा में?"
    },
    {
      "ucid": "21112178851451071",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 10.7,
      "text_en": "No sir, currently there is no requirement.",
      "text_native": "नहीं सर, फिलहाल कोई requirement नहीं है।"
    },
    {
      "ucid": "21112178851451071",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 13.0,
      "text_en": "Okay, so for now you will wait for the market to come down?",
      "text_native": "अच्छा, फिलहाल market नीचे आने का वेट करोगे?"
    },
    {
      "ucid": "21112178851451071",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.2,
      "end_s": 13.7,
      "text_en": "Pardon?",
      "text_native": "हैं जी?"
    },
    {
      "ucid": "21112178851451071",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 16.3,
      "text_en": "I said sir, do you have to wait for the market to go down now?",
      "text_native": "मैंने कहा सर market नीचे जाने का वेट करना है अभी?"
    },
    {
      "ucid": "21112178851451071",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 17.2,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178851451071",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.4,
      "end_s": 19.6,
      "text_en": "Okay. Well, we'll let you know later then.",
      "text_native": "अच्छा। चलो बताते हैं फिर आपको बाद में।"
    },
    {
      "ucid": "21112178851451071",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 20.4,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851451071",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Yes sir. This is Kartik speaking from JSW One.",
      "comment": "The agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178851451071",
      "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 hook; instead, they immediately asked for a requirement."
    },
    {
      "ucid": "21112178851451071",
      "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 to understand the customer's business or needs."
    },
    {
      "ucid": "21112178851451071",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched as no discovery was conducted."
    },
    {
      "ucid": "21112178851451071",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "AGENT: Sir, do you have any requirement right now for HR and such?",
      "comment": "The agent successfully asked if the customer had a current requirement."
    },
    {
      "ucid": "21112178851451071",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "AGENT: Okay. Well, we'll let you know later then.",
      "comment": "The agent did not establish a specific, committed next step; 'later' is too vague."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851451071",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "CUSTOMER: Yes.",
      "response": "AGENT: Okay. Well, we'll let you know later then."
    }
  ],
  "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": [
    "rejection"
  ]
}