{
  "ucid": "21112178851525921",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:17:39",
  "end_time": "2026-09-04 15:18:41",
  "duration_sec": 62,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6dabc677c0dfd464fe7a83e1132eed54.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 839,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851525921__DIA6dabc677c0dfd464fe7a83e1132eed54.mp3",
  "audio_bytes": 136512,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 45.504,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[1s] AGENT: Hello?   (हॅलो?)\n[2s] CUSTOMER: Yes?   (हां जी?)\n[3s] AGENT: Uh, hello, this is Rohit speaking, Rohit Mishra from the JSW One platform.   (अह जी नमस्ते, रोहित बात कर रहा हूं, रोहित मिश्रा फ्रॉम JSW One प्लॅटफॉर्म।)\n[6s] CUSTOMER: Yes sir, tell me.   (हां जी सर, बताइए।)\n[7s] AGENT: I saw your company, Texsys Hawa. Did you have any requirement right now?   (आपकी कंपनी दिखी मुझे Texsys Hawa करके। अभी कुछ requirement थी आपका?)\n[11s] CUSTOMER: But sir, that has been finalized now.   (लेकिन सर वो फाइनल हो गई है अभी।)\n[13s] AGENT: Oh, okay, okay, okay. Alright.   (ओह, ओके, ओके, ओके। ठीक है।)\n[15s] CUSTOMER: Yes, we were talking to Tejal.   (हां जी, वो तेजल से बात चल रही थी हमारी।)\n[17s] AGENT: With whom?   (किससे?)\n[18s] CUSTOMER: Tejal, there is someone named Tejal, right?   (तेजल, तेजल है ना कोई?)\n[19s] AGENT: Tejal?   (तेजल?)\n[20s] CUSTOMER: Yes.   (हां।)\n[20s] AGENT: Could be. I don't know.   (हो सकता है। पता नहीं।)\n[22s] AGENT: I don't know her.   (मैं तो नहीं जानता।)\n[24s] AGENT: Alright, no problem. Let me know if there's anything.   (ठीक है, कोई नहीं। कुछ हो तो बताइएगा।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: There is significant background noise (office chatter) on the agent's side, but the main speakers are audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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": 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 customer says their current requirement is finalized, pivot to discovering their next need and schedule a specific follow-up call instead of ending the conversation.",
  "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": null,
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead at Texsys Hawa. The customer immediately stated that their requirement was already finalized and they had been speaking with another JSW rep. The agent accepted this and ended the call without attempting to discover future needs or setting a concrete next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, hello, this is Rohit speaking, Rohit Mishra from the JSW One platform. I saw your company, Texsys Hawa. Did you have any requirement right now?\", \"comment\": \"did not ask if it was a good time to talk, jumping directly to the requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Did you have any requirement right now?\", \"comment\": \"did not lead with a supply or price hook, but instead asked directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"no discovery questions were asked as the customer immediately stated their requirement was finalized.\"}, {\"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\": \"did not attempt to qualify for a future requirement after the customer stated the current one was finalized.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, no problem. Let me know if there's anything.\", \"comment\": \"this is a passive closing, not an explicit, committed next step like a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says their current requirement is finalized, pivot to discovering their next need and schedule a specific follow-up call instead of ending the conversation.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"material_flag\": false, \"material_detected\": null, \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"But sir, that has been finalized now.\", \"response\": \"Oh, okay, okay, okay. Alright.\"}], \"call_summary\": \"The agent contacted a lead at Texsys Hawa. The customer immediately stated that their requirement was already finalized and they had been speaking with another JSW rep. The agent accepted this and ended the call without attempting to discover future needs or setting a concrete next step.\"}",
  "error": null,
  "latency_ms": 31965,
  "input_tokens": 2960,
  "output_tokens": 755,
  "created_at": "2026-09-25 11:30:20",
  "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": 0.635,
  "agent_talk_sec": 12.7,
  "customer_talk_sec": 7.3,
  "dead_air_sec": 42.0,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 250.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 7,
  "discovery_qs": 4,
  "words_agent": 53,
  "words_customer": 27,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851525921",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.8,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178851525921",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 1.4,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178851525921",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.8,
      "end_s": 2.3,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178851525921",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.6,
      "end_s": 5.5,
      "text_en": "Uh, hello, this is Rohit speaking, Rohit Mishra from the JSW One platform.",
      "text_native": "अह जी नमस्ते, रोहित बात कर रहा हूं, रोहित मिश्रा फ्रॉम JSW One प्लॅटफॉर्म।"
    },
    {
      "ucid": "21112178851525921",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.7,
      "text_en": "Yes sir, tell me.",
      "text_native": "हां जी सर, बताइए।"
    },
    {
      "ucid": "21112178851525921",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 10.3,
      "text_en": "I saw your company, Texsys Hawa. Did you have any requirement right now?",
      "text_native": "आपकी कंपनी दिखी मुझे Texsys Hawa करके। अभी कुछ requirement थी आपका?"
    },
    {
      "ucid": "21112178851525921",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 12.5,
      "text_en": "But sir, that has been finalized now.",
      "text_native": "लेकिन सर वो फाइनल हो गई है अभी।"
    },
    {
      "ucid": "21112178851525921",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 14.9,
      "text_en": "Oh, okay, okay, okay. Alright.",
      "text_native": "ओह, ओके, ओके, ओके। ठीक है।"
    },
    {
      "ucid": "21112178851525921",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.3,
      "end_s": 17.0,
      "text_en": "Yes, we were talking to Tejal.",
      "text_native": "हां जी, वो तेजल से बात चल रही थी हमारी।"
    },
    {
      "ucid": "21112178851525921",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.1,
      "end_s": 17.5,
      "text_en": "With whom?",
      "text_native": "किससे?"
    },
    {
      "ucid": "21112178851525921",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.5,
      "end_s": 18.9,
      "text_en": "Tejal, there is someone named Tejal, right?",
      "text_native": "तेजल, तेजल है ना कोई?"
    },
    {
      "ucid": "21112178851525921",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.0,
      "end_s": 19.5,
      "text_en": "Tejal?",
      "text_native": "तेजल?"
    },
    {
      "ucid": "21112178851525921",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 20.1,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851525921",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.4,
      "end_s": 21.4,
      "text_en": "Could be. I don't know.",
      "text_native": "हो सकता है। पता नहीं।"
    },
    {
      "ucid": "21112178851525921",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.4,
      "end_s": 23.2,
      "text_en": "I don't know her.",
      "text_native": "मैं तो नहीं जानता।"
    },
    {
      "ucid": "21112178851525921",
      "idx": 15,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 25.5,
      "text_en": "Alright, no problem. Let me know if there's anything.",
      "text_native": "ठीक है, कोई नहीं। कुछ हो तो बताइएगा।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851525921",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh, hello, this is Rohit speaking, Rohit Mishra from the JSW One platform. I saw your company, Texsys Hawa. Did you have any requirement right now?",
      "comment": "did not ask if it was a good time to talk, jumping directly to the requirement."
    },
    {
      "ucid": "21112178851525921",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Did you have any requirement right now?",
      "comment": "did not lead with a supply or price hook, but instead asked directly for a requirement."
    },
    {
      "ucid": "21112178851525921",
      "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 stated their requirement was finalized."
    },
    {
      "ucid": "21112178851525921",
      "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": "21112178851525921",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "did not attempt to qualify for a future requirement after the customer stated the current one was finalized."
    },
    {
      "ucid": "21112178851525921",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Alright, no problem. Let me know if there's anything.",
      "comment": "this is a passive closing, not an explicit, committed next step like a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851525921",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "But sir, that has been finalized now.",
      "response": "Oh, okay, okay, okay. Alright."
    }
  ],
  "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": []
}