{
  "ucid": "21112178851463951",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:07:19",
  "end_time": "2026-09-04 15:08:58",
  "duration_sec": 99,
  "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/DIA94d502f4e3ae135e57ac96b10576633d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 850,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851463951__DIA94d502f4e3ae135e57ac96b10576633d.mp3",
  "audio_bytes": 231768,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 77.256,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello. Ratnashil Enterprises?   (हॅलो. रत्नाशील एंटरप्राइजेस?)\n[3s] CUSTOMER: Yes.   (हा.)\n[4s] AGENT: Sir, this is Anupreeti speaking from JSW One.   (सर, अनुप्रिती बोलतीये JSW One मधून.)\n[6s] CUSTOMER: Yes, tell me.   (हा बोला ना.)\n[7s] AGENT: Sir, I wanted to ask if you have any requirement in HR CR.   (सर, तुमचं काय requirement आहे का विचारायचं होतं HR CR मध्ये.)\n[10s] CUSTOMER: Yes, I had placed it.   (हा मी टाकले होते ना.)\n[12s] AGENT: You had placed it? Okay.   (टाकले होते का? अच्छा.)\n[13s] CUSTOMER: No, not now, I placed it the day before yesterday. I didn't get its rate at all.   (नाही, आता नाही, मी परवाच टाकलेले. ते काय त्याचा rate च आला नाही मला.)\n[17s] AGENT: Okay. No, in this it's showing the material is out of stock. That's why I made the call.   (अच्छा. नाही ह्याच्यामध्ये material out of stock दाखवतोय. म्हणून मी लावला होता call.)\n[20s] CUSTOMER: Okay.   (अच्छा.)\n[21s] AGENT: Because you are already in their call-up, right?   (कारण तुम्ही already आहे ना call up मध्ये त्यांच्या?)\n[24s] CUSTOMER: No, I didn't get a call from them again. Because, can I make a call?   (नाही, परत काय मला phone आला नाही त्यांचा. कारण मी लावू शकतो का phone?)\n[27s] AGENT: You can make the call, but wait a minute for the number. Which number is theirs? Because it's a system-generated number, sir. That's why   (तुम्ही लावू शकता पण number थांबा एक मिनिट. एक number कुठला आहे तो त्यांचा? कारण की system generated number असतो ना सर. त्याच्यामुळे)\n[32s] AGENT: I will send you their number on WhatsApp.   (तुम्हाला मी पाठवते number त्यांचा WhatsApp वर.)\n[35s] CUSTOMER: Right. Yes, you can give it to me.   (बरोबर. हा तुम्ही देऊन शकता मला काय.)\n[37s] AGENT: Here, you had placed an order for 2 mm, right? That is out of stock. That's why you didn't get the rate.   (इकडे तरी सध्या 2 mm चं तुम्ही दिलेलं ना order? ते out of stock आहे. त्याच्यामुळे तुम्हाला rate नाही आला.)\n[44s] AGENT: Okay sir, I will tell them to contact you.   (चालेल सर, मी सांगते त्यांना contact करायला.)\n[46s] CUSTOMER: Yes.   (हो.)\n[47s] AGENT: Okay.",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is audible on the customer's side but does not impede transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 turns, clean transcript (0% inaudible)",
  "band_language": "Marathi",
  "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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a call is about a past service failure, acknowledge it, then pivot back to the script to discover other potential needs instead of ending the call.",
  "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": "out_of_stock",
  "supply_details": "Agent stated the 2mm material from the customer's prior inquiry was out of stock.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called the customer regarding a previous inquiry. The customer stated they never received a rate for their requirement. The agent explained this was because the requested 2mm material was out of stock. The agent did not attempt to discover other needs and ended the call by promising someone else would contact the customer.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified self but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply hook, instead opening with a question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was entirely about a past inquiry.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not attempt to qualify for a new or current requirement, only discussing a past one.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The next step offered (\\\"I will tell them to contact you\\\") was vague and lacked a specific commitment or timeline.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a call is about a past service failure, acknowledge it, then pivot back to the script to discover other potential needs instead of ending the call.\", \"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\": \"out_of_stock\", \"supply_details\": \"Agent stated the 2mm material from the customer's prior inquiry was out of stock.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called the customer regarding a previous inquiry. The customer stated they never received a rate for their requirement. The agent explained this was because the requested 2mm material was out of stock. The agent did not attempt to discover other needs and ended the call by promising someone else would contact the customer.\"}",
  "error": null,
  "latency_ms": 34272,
  "input_tokens": 3233,
  "output_tokens": 686,
  "created_at": "2026-09-25 11:30:54",
  "sentiment": "neutral",
  "sentiment_score": -0.086,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.709,
  "agent_talk_sec": 26.5,
  "customer_talk_sec": 10.9,
  "dead_air_sec": 61.6,
  "longest_monologue_sec": 7.1,
  "agent_wpm": 274.0,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 9,
  "discovery_qs": 5,
  "words_agent": 121,
  "words_customer": 52,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851463951",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.5,
      "end_s": 1.0,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178851463951",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 2.9,
      "text_en": "Hello. Ratnashil Enterprises?",
      "text_native": "हॅलो. रत्नाशील एंटरप्राइजेस?"
    },
    {
      "ucid": "21112178851463951",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.2,
      "end_s": 3.5,
      "text_en": "Yes.",
      "text_native": "हा."
    },
    {
      "ucid": "21112178851463951",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.8,
      "end_s": 5.8,
      "text_en": "Sir, this is Anupreeti speaking from JSW One.",
      "text_native": "सर, अनुप्रिती बोलतीये JSW One मधून."
    },
    {
      "ucid": "21112178851463951",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.2,
      "end_s": 6.8,
      "text_en": "Yes, tell me.",
      "text_native": "हा बोला ना."
    },
    {
      "ucid": "21112178851463951",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.3,
      "end_s": 9.9,
      "text_en": "Sir, I wanted to ask if you have any requirement in HR CR.",
      "text_native": "सर, तुमचं काय requirement आहे का विचारायचं होतं HR CR मध्ये."
    },
    {
      "ucid": "21112178851463951",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 11.4,
      "text_en": "Yes, I had placed it.",
      "text_native": "हा मी टाकले होते ना."
    },
    {
      "ucid": "21112178851463951",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.7,
      "end_s": 12.8,
      "text_en": "You had placed it? Okay.",
      "text_native": "टाकले होते का? अच्छा."
    },
    {
      "ucid": "21112178851463951",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.1,
      "end_s": 16.4,
      "text_en": "No, not now, I placed it the day before yesterday. I didn't get its rate at all.",
      "text_native": "नाही, आता नाही, मी परवाच टाकलेले. ते काय त्याचा rate च आला नाही मला."
    },
    {
      "ucid": "21112178851463951",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.7,
      "end_s": 20.2,
      "text_en": "Okay. No, in this it's showing the material is out of stock. That's why I made the call.",
      "text_native": "अच्छा. नाही ह्याच्यामध्ये material out of stock दाखवतोय. म्हणून मी लावला होता call."
    },
    {
      "ucid": "21112178851463951",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 20.9,
      "text_en": "Okay.",
      "text_native": "अच्छा."
    },
    {
      "ucid": "21112178851463951",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.4,
      "end_s": 23.5,
      "text_en": "Because you are already in their call-up, right?",
      "text_native": "कारण तुम्ही already आहे ना call up मध्ये त्यांच्या?"
    },
    {
      "ucid": "21112178851463951",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.9,
      "end_s": 26.9,
      "text_en": "No, I didn't get a call from them again. Because, can I make a call?",
      "text_native": "नाही, परत काय मला phone आला नाही त्यांचा. कारण मी लावू शकतो का phone?"
    },
    {
      "ucid": "21112178851463951",
      "idx": 13,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 32.2,
      "text_en": "You can make the call, but wait a minute for the number. Which number is theirs? Because it's a system-generated number, sir. That's why",
      "text_native": "तुम्ही लावू शकता पण number थांबा एक मिनिट. एक number कुठला आहे तो त्यांचा? कारण की system generated number असतो ना सर. त्याच्यामुळे"
    },
    {
      "ucid": "21112178851463951",
      "idx": 14,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 34.6,
      "text_en": "I will send you their number on WhatsApp.",
      "text_native": "तुम्हाला मी पाठवते number त्यांचा WhatsApp वर."
    },
    {
      "ucid": "21112178851463951",
      "idx": 15,
      "speaker": "customer",
      "start_s": 35.1,
      "end_s": 36.7,
      "text_en": "Right. Yes, you can give it to me.",
      "text_native": "बरोबर. हा तुम्ही देऊन शकता मला काय."
    },
    {
      "ucid": "21112178851463951",
      "idx": 16,
      "speaker": "agent",
      "start_s": 37.2,
      "end_s": 41.6,
      "text_en": "Here, you had placed an order for 2 mm, right? That is out of stock. That's why you didn't get the rate.",
      "text_native": "इकडे तरी सध्या 2 mm चं तुम्ही दिलेलं ना order? ते out of stock आहे. त्याच्यामुळे तुम्हाला rate नाही आला."
    },
    {
      "ucid": "21112178851463951",
      "idx": 17,
      "speaker": "agent",
      "start_s": 44.2,
      "end_s": 46.1,
      "text_en": "Okay sir, I will tell them to contact you.",
      "text_native": "चालेल सर, मी सांगते त्यांना contact करायला."
    },
    {
      "ucid": "21112178851463951",
      "idx": 18,
      "speaker": "customer",
      "start_s": 46.5,
      "end_s": 46.8,
      "text_en": "Yes.",
      "text_native": "हो."
    },
    {
      "ucid": "21112178851463951",
      "idx": 19,
      "speaker": "agent",
      "start_s": 47.4,
      "end_s": 47.8,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178851463951",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent greeted and identified self but did not ask for permission to speak."
    },
    {
      "ucid": "21112178851463951",
      "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 lead with a supply hook, instead opening with a question about requirements."
    },
    {
      "ucid": "21112178851463951",
      "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; the conversation was entirely about a past inquiry."
    },
    {
      "ucid": "21112178851463951",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was conducted, and no USPs were pitched."
    },
    {
      "ucid": "21112178851463951",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not attempt to qualify for a new or current requirement, only discussing a past one."
    },
    {
      "ucid": "21112178851463951",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The next step offered (\"I will tell them to contact you\") was vague and lacked a specific commitment or timeline."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}