{
  "ucid": "21112178851657761",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:39:37",
  "end_time": "2026-09-04 15:41:00",
  "duration_sec": 83,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd1f04502950234229a56c5fef1c56b07.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 823,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851657761__DIAd1f04502950234229a56c5fef1c56b07.mp3",
  "audio_bytes": 198720,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 66.24,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello.   (हॅलो.)\n[6s] AGENT: Hello, I am Prathamesh, Aditya ji, hello, Prathamesh speaking from JSW One. Any material procurement for HR steel or   (हॅलो, मैं प्रथमेश आदित्य जी, हॅलो, प्रथमेश बात कर रहा हूं मैं JSW One से। कुछ भी मटेरियल प्रोक्योरमेंट का अभी HR स्टील या)\n[10s] CUSTOMER: It will be there this month, I will let you know.   (होगा ये महीने का, बता दूंगा आपको।)\n[12s] AGENT: How much is your plan usually every month?   (कितना प्लान होता है आपका वैसे हर महीने का?)\n[15s] CUSTOMER: Every month around 100, 150 tonnes.   (हर महीने करीब सौ, डेढ़ सौ टन।)\n[17s] CUSTOMER: Hello?   (हॅलो?)\n[18s] AGENT: Okay. Because I was seeing that you had made three or four inquiries with us before as well, but nothing could be settled for you.   (ओके। क्योंकि मैं देख रहा था तीन चार इंक्वायरीज हमारे साथ में आपने करी थी पहले भी, पर कुछ बैठ नहीं पाया था आपका।)\n[22s] CUSTOMER: Brother, it's very late at your end. I am ordering material from Bada ji.   (भाई साहब, आपके यहां पे बहुत लेट रहता है। बड़ा जी से माल मंगा रहा हूं मैं।)\n[25s] AGENT: Okay.   (ओके।)\n[26s] CUSTOMER: Either I order from there, then from Gorakhpur, from Ghaziabad, from Jaipur, because at your end, you know, the rate and all doesn't work out, you reply in two days, by then it becomes a problem.   (या तो मैं वहां से मंगा लेता हूं फिर गोरखपुर से, गाजियाबाद से, जयपुर से, क्योंकि आपके यहां पे है ना, बैठ नहीं पाता रेट-वेट का भी नहीं बैठ पाता, दो-दो दिन में जवाब देते हैं, जब तक वो दिक्कत हो जाती है।)\n[33s] AGENT: I see. If you have a requirement now, let me know, I will get it sent by Monday. The market is closed today anyway.   (अच्छा। अगर अभी है तो बता दो, मैं मंडे तक आपको भेज- भिजवा देता हूं। आज तो मार्केट बंद ही है वैसे भी।)\n[38s] CUSTOMER: What is the rate for HR 16 mm today?   (HR 16 mm का क्या रेट है आज?)\n[41s] AGENT: In HR, the rate is 61,400.   (HR में 61,400 चल रहा है रेट।)\n[43s] CUSTOMER: 61... okay, I will let you know.   (61... ठीक है, बताऊंगा मैं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise and crosstalk is present but does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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 tells you exactly why they don't buy from us ('you're too slow,' 'your rates don't work'), you must address that objection directly instead of just acknowledging it and moving on.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a previous lead who requires 100-150 MT monthly. The customer immediately raised strong objections based on past experience with JSW's slow response times and uncompetitive pricing, stating they now use other suppliers. The agent quoted a price for HR 16mm but failed to counter the objections, and the call ended with the customer giving a non-committal 'I will let you know'.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, I am Prathamesh, Aditya ji, hello, Prathamesh speaking from JSW One. Any material procurement for HR steel or\", \"comment\": \"The agent failed to ask for permission to speak before jumping into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No hook was delivered; the agent went directly from introduction to a question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"How much is your plan usually every month?\", \"comment\": \"Agent only asked about monthly tonnage, missing all other discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only reacted to customer questions with basic information.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If you have a requirement now, let me know...\", \"comment\": \"Agent asked if there was a requirement but failed to capture any details (qty, width, etc.) when the customer specified a product.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the customer in control ('I will let you know'), with no next step committed by the agent.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer tells you exactly why they don't buy from us ('you're too slow,' 'your rates don't work'), you must address that objection directly instead of just acknowledging it and moving on.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Brother, it's very late at your end. I am ordering material from Bada ji.\", \"response\": \"I see. If you have a requirement now, let me know, I will get it sent by Monday.\"}, {\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"because at your end, you know, the rate and all doesn't work out\", \"response\": \"I see.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"okay, I will let you know.\", \"response\": \"\"}], \"call_summary\": \"The agent contacted a previous lead who requires 100-150 MT monthly. The customer immediately raised strong objections based on past experience with JSW's slow response times and uncompetitive pricing, stating they now use other suppliers. The agent quoted a price for HR 16mm but failed to counter the objections, and the call ended with the customer giving a non-committal 'I will let you know'.\"}",
  "error": null,
  "latency_ms": 40275,
  "input_tokens": 3176,
  "output_tokens": 964,
  "created_at": "2026-09-25 11:29:48",
  "sentiment": "negative",
  "sentiment_score": -0.382,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 8,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.501,
  "agent_talk_sec": 17.5,
  "customer_talk_sec": 17.4,
  "dead_air_sec": 48.1,
  "longest_monologue_sec": 4.7,
  "agent_wpm": 288.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 8,
  "discovery_qs": 1,
  "words_agent": 84,
  "words_customer": 85,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851657761",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.6,
      "end_s": 5.0,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178851657761",
      "idx": 1,
      "speaker": "agent",
      "start_s": 5.5,
      "end_s": 10.2,
      "text_en": "Hello, I am Prathamesh, Aditya ji, hello, Prathamesh speaking from JSW One. Any material procurement for HR steel or",
      "text_native": "हॅलो, मैं प्रथमेश आदित्य जी, हॅलो, प्रथमेश बात कर रहा हूं मैं JSW One से। कुछ भी मटेरियल प्रोक्योरमेंट का अभी HR स्टील या"
    },
    {
      "ucid": "21112178851657761",
      "idx": 2,
      "speaker": "customer",
      "start_s": 10.2,
      "end_s": 11.9,
      "text_en": "It will be there this month, I will let you know.",
      "text_native": "होगा ये महीने का, बता दूंगा आपको।"
    },
    {
      "ucid": "21112178851657761",
      "idx": 3,
      "speaker": "agent",
      "start_s": 12.4,
      "end_s": 14.4,
      "text_en": "How much is your plan usually every month?",
      "text_native": "कितना प्लान होता है आपका वैसे हर महीने का?"
    },
    {
      "ucid": "21112178851657761",
      "idx": 4,
      "speaker": "customer",
      "start_s": 14.9,
      "end_s": 16.9,
      "text_en": "Every month around 100, 150 tonnes.",
      "text_native": "हर महीने करीब सौ, डेढ़ सौ टन।"
    },
    {
      "ucid": "21112178851657761",
      "idx": 5,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 17.3,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178851657761",
      "idx": 6,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 21.6,
      "text_en": "Okay. Because I was seeing that you had made three or four inquiries with us before as well, but nothing could be settled for you.",
      "text_native": "ओके। क्योंकि मैं देख रहा था तीन चार इंक्वायरीज हमारे साथ में आपने करी थी पहले भी, पर कुछ बैठ नहीं पाया था आपका।"
    },
    {
      "ucid": "21112178851657761",
      "idx": 7,
      "speaker": "customer",
      "start_s": 21.6,
      "end_s": 24.9,
      "text_en": "Brother, it's very late at your end. I am ordering material from Bada ji.",
      "text_native": "भाई साहब, आपके यहां पे बहुत लेट रहता है। बड़ा जी से माल मंगा रहा हूं मैं।"
    },
    {
      "ucid": "21112178851657761",
      "idx": 8,
      "speaker": "agent",
      "start_s": 25.3,
      "end_s": 25.7,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178851657761",
      "idx": 9,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 32.2,
      "text_en": "Either I order from there, then from Gorakhpur, from Ghaziabad, from Jaipur, because at your end, you know, the rate and all doesn't work out, you reply in two days, by then it becomes a problem.",
      "text_native": "या तो मैं वहां से मंगा लेता हूं फिर गोरखपुर से, गाजियाबाद से, जयपुर से, क्योंकि आपके यहां पे है ना, बैठ नहीं पाता रेट-वेट का भी नहीं बैठ पाता, दो-दो दिन में जवाब देते हैं, जब तक वो दिक्कत हो जाती है।"
    },
    {
      "ucid": "21112178851657761",
      "idx": 10,
      "speaker": "agent",
      "start_s": 32.8,
      "end_s": 36.8,
      "text_en": "I see. If you have a requirement now, let me know, I will get it sent by Monday. The market is closed today anyway.",
      "text_native": "अच्छा। अगर अभी है तो बता दो, मैं मंडे तक आपको भेज- भिजवा देता हूं। आज तो मार्केट बंद ही है वैसे भी।"
    },
    {
      "ucid": "21112178851657761",
      "idx": 11,
      "speaker": "customer",
      "start_s": 38.0,
      "end_s": 39.8,
      "text_en": "What is the rate for HR 16 mm today?",
      "text_native": "HR 16 mm का क्या रेट है आज?"
    },
    {
      "ucid": "21112178851657761",
      "idx": 12,
      "speaker": "agent",
      "start_s": 40.7,
      "end_s": 43.3,
      "text_en": "In HR, the rate is 61,400.",
      "text_native": "HR में 61,400 चल रहा है रेट।"
    },
    {
      "ucid": "21112178851657761",
      "idx": 13,
      "speaker": "customer",
      "start_s": 43.4,
      "end_s": 45.6,
      "text_en": "61... okay, I will let you know.",
      "text_native": "61... ठीक है, बताऊंगा मैं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851657761",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Hello, I am Prathamesh, Aditya ji, hello, Prathamesh speaking from JSW One. Any material procurement for HR steel or",
      "comment": "The agent failed to ask for permission to speak before jumping into the reason for the call."
    },
    {
      "ucid": "21112178851657761",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No hook was delivered; the agent went directly from introduction to a question."
    },
    {
      "ucid": "21112178851657761",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "How much is your plan usually every month?",
      "comment": "Agent only asked about monthly tonnage, missing all other discovery questions."
    },
    {
      "ucid": "21112178851657761",
      "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; the agent only reacted to customer questions with basic information."
    },
    {
      "ucid": "21112178851657761",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If you have a requirement now, let me know...",
      "comment": "Agent asked if there was a requirement but failed to capture any details (qty, width, etc.) when the customer specified a product."
    },
    {
      "ucid": "21112178851657761",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with the customer in control ('I will let you know'), with no next step committed by the agent."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851657761",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "Brother, it's very late at your end. I am ordering material from Bada ji.",
      "response": "I see. If you have a requirement now, let me know, I will get it sent by Monday."
    },
    {
      "ucid": "21112178851657761",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "because at your end, you know, the rate and all doesn't work out",
      "response": "I see."
    },
    {
      "ucid": "21112178851657761",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "okay, I will let you know.",
      "response": ""
    }
  ],
  "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": []
}