{
  "ucid": "21112178851538671",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:19:46",
  "end_time": "2026-09-04 15:20:57",
  "duration_sec": 71,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA5f1e2f5fb931f38eeb5c34e37daf89b7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 837,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851538671__DIA5f1e2f5fb931f38eeb5c34e37daf89b7.mp3",
  "audio_bytes": 145152,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 48.384,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello sir   (हॅलो सर)\n[3s] CUSTOMER: Yes   (हां)\n[4s] AGENT: Uh hello, I am Aditya Pandey speaking from JSW One.   (अ नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[7s] CUSTOMER: Yes   (हां)\n[7s] AGENT: Sir, actually you had registered on the platform, I called you regarding that.   (सर एक्चुअली आपने प्लॅटफॉर्म रजिस्टर किया था उसी के रिगार्डिंग कॉल किया था आपको।)\n[10s] CUSTOMER: Yes   (हां)\n[10s] AGENT: You are speaking from Jubilee Steel and Timber, right?   (Jubilee Steel and Timber से बात कर रहे ना?)\n[12s] CUSTOMER: Yes   (हो)\n[13s] AGENT: Sir, actually I wanted to know that, sir, do you have any requirement, sir, in HR?   (सर एक्चुअली मैं वही जानना चाहता था सर आपका कुछ रिक्वायरमेंट है सर HR में?)\n[16s] CUSTOMER: There was a requirement for 1500 by 1800.   (पंधरासो का अठरासो का रिक्वायरमेंट था।)\n[18s] AGENT: Okay. Did you have a conversation with one of our representatives named Abdul Ansari?   (अच्छा। आपकी ये बात हुई थी क्या अब्दुल अंसारी करके हमारे एक रिप्रेझेंटेटिव थे उनसे?)\n[21s] CUSTOMER: Yes, but that size is not available with them right now.   (हां पर वो साइज अभी उनके पास अवेलेबल नहीं है।)\n[23s] AGENT: You needed this very size, right, but 1800 by, I mean 1500 by 1800?   (आपको यही साइज चाहिए था ना लेकिन अठरासो बाय मतलब पंधरासो बाय अठरासो?)\n[26s] CUSTOMER: Yes.   (हां।)\n[27s] AGENT: Okay sir, no problem. If I have it, I will let you know.   (ठीक है सर कोई नहीं। अगर मेरे पास रहा तो मैं बता दूंगा आपको।)\n[30s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: Some background call center noise is present but doesn't hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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 initial requirement is unavailable, you must still attempt discovery to understand their business and uncover other potential needs we can serve.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer required HR 1500x1800, which was not available.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a lead from 'Jubilee Steel and Timber'. The customer stated they had a requirement for HR 1500x1800 but had already been informed by another JSW rep that this size was not available. The agent confirmed the stock-out and ended the call with a vague promise to follow up if it becomes available, without attempting any further discovery.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak or if it was a good time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business, volume, or applications.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to determine relevance.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"सर एक्चुअली मैं वही जानना चाहता था सर आपका कुछ रिक्वायरमेंट है सर HR में?\", \"comment\": \"The agent asked for a requirement but failed to capture any details like grade, thickness, or quantity when the customer mentioned a size.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"अगर मेरे पास रहा तो मैं बता दूंगा आपको।\", \"comment\": \"The agent gave a vague, non-committal closing statement instead of a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says their initial requirement is unavailable, you must still attempt discovery to understand their business and uncover other potential needs we can serve.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"spec_not_available\", \"supply_details\": \"Customer required HR 1500x1800, which was not available.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a lead from 'Jubilee Steel and Timber'. The customer stated they had a requirement for HR 1500x1800 but had already been informed by another JSW rep that this size was not available. The agent confirmed the stock-out and ended the call with a vague promise to follow up if it becomes available, without attempting any further discovery.\"}",
  "error": null,
  "latency_ms": 25780,
  "input_tokens": 3046,
  "output_tokens": 744,
  "created_at": "2026-09-25 11:30:12",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.771,
  "agent_talk_sec": 17.5,
  "customer_talk_sec": 5.2,
  "dead_air_sec": 48.3,
  "longest_monologue_sec": 2.7,
  "agent_wpm": 315.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 4,
  "words_agent": 92,
  "words_customer": 25,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178851538671",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.11,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178851538671",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.07,
      "end_s": 2.78,
      "text_en": "Hello sir",
      "text_native": "हॅलो सर"
    },
    {
      "ucid": "21112178851538671",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.23,
      "text_en": "Yes",
      "text_native": "हां"
    },
    {
      "ucid": "21112178851538671",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.81,
      "end_s": 6.2,
      "text_en": "Uh hello, I am Aditya Pandey speaking from JSW One.",
      "text_native": "अ नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178851538671",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.53,
      "end_s": 6.79,
      "text_en": "Yes",
      "text_native": "हां"
    },
    {
      "ucid": "21112178851538671",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.18,
      "end_s": 9.7,
      "text_en": "Sir, actually you had registered on the platform, I called you regarding that.",
      "text_native": "सर एक्चुअली आपने प्लॅटफॉर्म रजिस्टर किया था उसी के रिगार्डिंग कॉल किया था आपको।"
    },
    {
      "ucid": "21112178851538671",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.7,
      "end_s": 9.95,
      "text_en": "Yes",
      "text_native": "हां"
    },
    {
      "ucid": "21112178851538671",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.17,
      "end_s": 11.9,
      "text_en": "You are speaking from Jubilee Steel and Timber, right?",
      "text_native": "Jubilee Steel and Timber से बात कर रहे ना?"
    },
    {
      "ucid": "21112178851538671",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.17,
      "end_s": 12.42,
      "text_en": "Yes",
      "text_native": "हो"
    },
    {
      "ucid": "21112178851538671",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.9,
      "end_s": 15.3,
      "text_en": "Sir, actually I wanted to know that, sir, do you have any requirement, sir, in HR?",
      "text_native": "सर एक्चुअली मैं वही जानना चाहता था सर आपका कुछ रिक्वायरमेंट है सर HR में?"
    },
    {
      "ucid": "21112178851538671",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 17.4,
      "text_en": "There was a requirement for 1500 by 1800.",
      "text_native": "पंधरासो का अठरासो का रिक्वायरमेंट था।"
    },
    {
      "ucid": "21112178851538671",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.47,
      "end_s": 21.0,
      "text_en": "Okay. Did you have a conversation with one of our representatives named Abdul Ansari?",
      "text_native": "अच्छा। आपकी ये बात हुई थी क्या अब्दुल अंसारी करके हमारे एक रिप्रेझेंटेटिव थे उनसे?"
    },
    {
      "ucid": "21112178851538671",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.2,
      "end_s": 23.1,
      "text_en": "Yes, but that size is not available with them right now.",
      "text_native": "हां पर वो साइज अभी उनके पास अवेलेबल नहीं है।"
    },
    {
      "ucid": "21112178851538671",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.4,
      "end_s": 25.9,
      "text_en": "You needed this very size, right, but 1800 by, I mean 1500 by 1800?",
      "text_native": "आपको यही साइज चाहिए था ना लेकिन अठरासो बाय मतलब पंधरासो बाय अठरासो?"
    },
    {
      "ucid": "21112178851538671",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.1,
      "end_s": 26.4,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851538671",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.1,
      "end_s": 29.6,
      "text_en": "Okay sir, no problem. If I have it, I will let you know.",
      "text_native": "ठीक है सर कोई नहीं। अगर मेरे पास रहा तो मैं बता दूंगा आपको।"
    },
    {
      "ucid": "21112178851538671",
      "idx": 16,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 30.2,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851538671",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak or if it was a good time."
    },
    {
      "ucid": "21112178851538671",
      "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 supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178851538671",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business, volume, or applications."
    },
    {
      "ucid": "21112178851538671",
      "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 to determine relevance."
    },
    {
      "ucid": "21112178851538671",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "सर एक्चुअली मैं वही जानना चाहता था सर आपका कुछ रिक्वायरमेंट है सर HR में?",
      "comment": "The agent asked for a requirement but failed to capture any details like grade, thickness, or quantity when the customer mentioned a size."
    },
    {
      "ucid": "21112178851538671",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "अगर मेरे पास रहा तो मैं बता दूंगा आपको।",
      "comment": "The agent gave a vague, non-committal closing statement instead of a specific next step."
    }
  ],
  "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": []
}