{
  "ucid": "21112178851482731",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:10:27",
  "end_time": "2026-09-04 15:11:21",
  "duration_sec": 54,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc621f540a17130961f931de5d92aa993.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 845,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851482731__DIAc621f540a17130961f931de5d92aa993.mp3",
  "audio_bytes": 120960,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 40.32,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (હલો)\n[2s] AGENT: Hello, am I speaking with Raj ji? Raju Vanol?   (હલો રાજજી વાત કરે છે? રાજુ વાણોલ?)\n[4s] CUSTOMER: Yes, tell me.   (હા બોલો)\n[5s] AGENT: Rajbhai, good afternoon. I am Ankit Mistry speaking from JSW Steel. Jindal Steel Mumbai Head Office.   (રાજભાઈ ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું JSW સ્ટીલમાંથી. જિંદાલ સ્ટીલ મુંબઈ હેડ ઓફિસ.)\n[9s] CUSTOMER: Yes, tell me.   (બોલોને)\n[10s] AGENT: Uh Rajbhai, I believe a little while ago you had registered your business, Balaji Enterprises, on our Jindal's digital portal. And at the beginning of last month, you had also made an inquiry, but at that time, nothing could happen. But right now, if we have any work   (અ રાજભાઈ, આઈ બીલીવ થોડા ટાઈમ પેહલા તમે મારા જિંદાલના ડિજિટલ પોર્ટલ પર તમારો જે બિઝનેસ છે બાલાજી એન્ટરપ્રાઇઝીસ, એનું એકાઉન્ટ આપણે રજીસ્ટ્રેશન કરાવ્યું હતું. અને ગયા મહિનાના સ્ટાર્ટિંગમાં તમે ઇન્ક્વાયરી પણ આપી હતી બટ એને એ ટાઈમે આપણે કઈ થયું ના થઈ શક્યું. બટ અત્યારે હાલમાં આપણું કઈ કામ)\n[19s] CUSTOMER: I had asked you for the rate, but you didn't show any interest, so right now there is nothing. If there is, I will let you know, okay.   (મેં તમને રેટ એ પૂછ્યો તો પણ તમે કઈ ઇન્ટરેસ્ટ લીધો નહીં એટલે હવે અત્યારે તો કઈ છે નહીં. થશે તો કહીશ હો.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "clear: The agent's introduction is slightly contradictory, mentioning both JSW Steel and Jindal Steel.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "7 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "Instead of reminding the customer of a past failed inquiry, open with a strong supply or price hook to create immediate value and avoid triggering negative memories.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a customer with a history of a previous negative interaction. By referencing this past event, the agent prompted the customer to recall the poor service and state they had no current requirement. The call ended quickly without any discovery or pitching.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, am I speaking with Raj ji? Raju Vanol?... Rajbhai, good afternoon. I am Ankit Mistry speaking from JSW Steel.\", \"comment\": \"The agent successfully greeted, used the customer's name, and identified themself and the company.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead reminding the customer of a previous failed interaction.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer dismissed the agent before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent had an opportunity to pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"But right now, if we have any work\", \"comment\": \"The agent successfully attempted to ask if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer ended the call, and the agent did not establish a specific next step like a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Instead of reminding the customer of a past failed inquiry, open with a strong supply or price hook to create immediate value and avoid triggering negative memories.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I had asked you for the rate, but you didn't show any interest\", \"response\": \"\"}], \"call_summary\": \"The agent contacted a customer with a history of a previous negative interaction. By referencing this past event, the agent prompted the customer to recall the poor service and state they had no current requirement. The call ended quickly without any discovery or pitching.\"}",
  "error": null,
  "latency_ms": 38962,
  "input_tokens": 2981,
  "output_tokens": 767,
  "created_at": "2026-09-25 11:30:45",
  "sentiment": "neutral",
  "sentiment_score": 0.02,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.714,
  "agent_talk_sec": 14.7,
  "customer_talk_sec": 5.9,
  "dead_air_sec": 33.4,
  "longest_monologue_sec": 8.9,
  "agent_wpm": 298.0,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 73,
  "words_customer": 35,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851482731",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.8,
      "end_s": 1.2,
      "text_en": "Hello",
      "text_native": "હલો"
    },
    {
      "ucid": "21112178851482731",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.83,
      "end_s": 3.83,
      "text_en": "Hello, am I speaking with Raj ji? Raju Vanol?",
      "text_native": "હલો રાજજી વાત કરે છે? રાજુ વાણોલ?"
    },
    {
      "ucid": "21112178851482731",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 4.8,
      "text_en": "Yes, tell me.",
      "text_native": "હા બોલો"
    },
    {
      "ucid": "21112178851482731",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.04,
      "end_s": 8.84,
      "text_en": "Rajbhai, good afternoon. I am Ankit Mistry speaking from JSW Steel. Jindal Steel Mumbai Head Office.",
      "text_native": "રાજભાઈ ગુડ આફ્ટરનૂન. હું અંકિત મિસ્ત્રી વાત કરું છું JSW સ્ટીલમાંથી. જિંદાલ સ્ટીલ મુંબઈ હેડ ઓફિસ."
    },
    {
      "ucid": "21112178851482731",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 9.5,
      "text_en": "Yes, tell me.",
      "text_native": "બોલોને"
    },
    {
      "ucid": "21112178851482731",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.88,
      "end_s": 18.8,
      "text_en": "Uh Rajbhai, I believe a little while ago you had registered your business, Balaji Enterprises, on our Jindal's digital portal. And at the beginning of last month, you had also made an inquiry, but at that time, nothing could happen. But right now, if we have any work",
      "text_native": "અ રાજભાઈ, આઈ બીલીવ થોડા ટાઈમ પેહલા તમે મારા જિંદાલના ડિજિટલ પોર્ટલ પર તમારો જે બિઝનેસ છે બાલાજી એન્ટરપ્રાઇઝીસ, એનું એકાઉન્ટ આપણે રજીસ્ટ્રેશન કરાવ્યું હતું. અને ગયા મહિનાના સ્ટાર્ટિંગમાં તમે ઇન્ક્વાયરી પણ આપી હતી બટ એને એ ટાઈમે આપણે કઈ થયું ના થઈ શક્યું. બટ અત્યારે હાલમાં આપણું કઈ કામ"
    },
    {
      "ucid": "21112178851482731",
      "idx": 6,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 23.2,
      "text_en": "I had asked you for the rate, but you didn't show any interest, so right now there is nothing. If there is, I will let you know, okay.",
      "text_native": "મેં તમને રેટ એ પૂછ્યો તો પણ તમે કઈ ઇન્ટરેસ્ટ લીધો નહીં એટલે હવે અત્યારે તો કઈ છે નહીં. થશે તો કહીશ હો."
    }
  ],
  "steps": [
    {
      "ucid": "21112178851482731",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Hello, am I speaking with Raj ji? Raju Vanol?... Rajbhai, good afternoon. I am Ankit Mistry speaking from JSW Steel.",
      "comment": "The agent successfully greeted, used the customer's name, and identified themself and the company."
    },
    {
      "ucid": "21112178851482731",
      "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 lead with a supply or price hook, instead reminding the customer of a previous failed interaction."
    },
    {
      "ucid": "21112178851482731",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer dismissed the agent before any discovery questions could be asked."
    },
    {
      "ucid": "21112178851482731",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was terminated by the customer before the agent had an opportunity to pitch any USPs."
    },
    {
      "ucid": "21112178851482731",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "But right now, if we have any work",
      "comment": "The agent successfully attempted to ask if a current requirement exists, which is the primary goal of this step."
    },
    {
      "ucid": "21112178851482731",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer ended the call, and the agent did not establish a specific next step like a callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851482731",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "I had asked you for the rate, but you didn't show any interest",
      "response": ""
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}