{
  "ucid": "21112178851698763",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 15:46:27",
  "end_time": "2026-09-04 15:48:01",
  "duration_sec": 94,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6054a414581e08389822617c5ef44431.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 816,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851698763__DIA6054a414581e08389822617c5ef44431.mp3",
  "audio_bytes": 195696,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 65.232,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो)\n[2s] AGENT: Hello.   (हॅलो)\n[3s] AGENT: Yeah, am I speaking with Siddhivinayak Industries, sir?   (या, सिद्धीविनायक इंडस्ट्रीज से बात कर रहे है सर?)\n[5s] CUSTOMER: Yes, tell me.   (हां बोलिए ना।)\n[6s] AGENT: This is Abdul speaking, sir, from JSW Mumbai Head Office.   (अब्दुल बात कर रहा हूं सर, JSW मुंबई हेड ऑफिस से।)\n[8s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[8s] AGENT: Sir, your... I am speaking from Mumbai, Mumbai.   (सर आपका मुंबई मुंबई से बात कर रहा हूं मैं।)\n[10s] CUSTOMER: Yes, yes, yes.   (हां हां हां।)\n[11s] AGENT: Sir, you had an order, right sir, for 1500 by 1710.   (सर आपका एक ऑर्डर था ना सर, 1500 by 1710 का।)\n[14s] CUSTOMER: Yes.   (हां।)\n[14s] AGENT: So, that couldn't be processed. Do you have any other requirement right now? Any live requirement for material?   (तो इसका हो नहीं पाया था। अभी कुछ अभी कुछ दूसरा रिक्वायरमेंट है क्या आपको? लाइव रिक्वायरमेंट कुछ है मटेरियल का?)\n[18s] CUSTOMER: [inaudible] Hello?   ([inaudible] हॅलो?)\n[20s] AGENT: Hello?   (हॅलो?)\n[21s] CUSTOMER: Yes, tell me, tell me.   (हां बोलिए बोलिए ना।)\n[22s] AGENT: Yes, yes, can you hear me now?   (हां हां अभी आवाज आ रही है आपको?)\n[23s] CUSTOMER: Here... Yes, yes, I can hear you, I can hear you, sir.   (इधर जी जी आवाज आ रही है, आवाज आ रही है सर।)\n[25s] CUSTOMER: You were saying you are from JSW?   (JSW से बोल रहे थे?)\n[26s] AGENT: I am speaking from JSW Head Office, Mumbai.   (JSW हेड ऑफिस मुंबई से बात कर रहा हूं मैं।)\n[28s] CUSTOMER: Yes, tell me, tell me.   (हां बोलिए बोलिए।)\n[29s] AGENT: You had put in an inquiry last month, I think, you were speaking with Vinod ji, okay? Regarding HR.   (आपने पिछले मंथ आई थिंक इंक्वायरी आप डाला था, विनोद जी से बात कर रहे थे आप, ठीक है? HR के रिगार्डिंग।)\n[32s] CUSTOMER: Yes yes, yes yes yes.   (हां हां, yes yes yes.)\n[33s] AGENT: So that couldn't be confirmed. Do you have any live requirement now?   (तो कन्फर्म नहीं हो पाया था। अभी कुछ लाइव रिक्वायरमेंट है क्या आपको?)\n[35s] CUSTOMER: Yes, one will come, I will put it in. I will send that. One is going to come tomorrow.   (हां एक आएगा, मैं डालता हूं। वो भेजता हूं मैं। एक कल आने वाला है।)\n[38s] AGENT: I will WhatsApp you, okay? On your personal number. You can send me the inquiry, okay?   (मैं WhatsApp कर देता हूं आपको, ठीक है? पर्सनल नंबर पे। आप मुझे इंक्वायरी भेज दीजिएगा, ठीक है?)\n[42s] CUSTOMER: Okay, okay. Okay.   (ठीक है, ठीक है। ओके।)\n[43s] AGENT: Okay okay sir, thank you.   (ओके ओके सर, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "noisy: Background chatter is present throughout the call, which sometimes makes the speech slightly muffled.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 turns, clean transcript (4% 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "When the customer confirmed a new requirement is coming tomorrow, you should have immediately asked qualification questions on the call instead of deferring it to WhatsApp.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "Agent followed up on a past order for 1500x1710 HR that 'couldn't be processed'. No supply constraint was identified for the new upcoming requirement.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent followed up with Siddhivinayak Industries regarding a previous HR material order that could not be processed. The customer confirmed they have a new requirement coming tomorrow and agreed to send the details over WhatsApp after the agent initiates the chat.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[3s] AGENT: Yeah, am I speaking with Siddhivinayak Industries, sir? ... [6s] AGENT: This is Abdul speaking, sir, from JSW Mumbai Head Office.\", \"comment\": \"Agent correctly identified the company and introduced himself and JSW, and the customer was willing to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use a supply or price hook; instead, he referenced a past failed order.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions about the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"[35s] CUSTOMER: Yes, one will come, I will put it in.\", \"comment\": \"Agent asked if a requirement exists, but failed to capture any details (grade, qty, etc.) when the customer said yes.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[38s] AGENT: I will WhatsApp you, okay? On your personal number. You can send me the inquiry, okay?\", \"comment\": \"Agent established a clear and agreed-upon next step for the customer to send the inquiry via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer confirmed a new requirement is coming tomorrow, you should have immediately asked qualification questions on the call instead of deferring it to WhatsApp.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"Agent followed up on a past order for 1500x1710 HR that 'couldn't be processed'. No supply constraint was identified for the new upcoming requirement.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent followed up with Siddhivinayak Industries regarding a previous HR material order that could not be processed. The customer confirmed they have a new requirement coming tomorrow and agreed to send the details over WhatsApp after the agent initiates the chat.\"}",
  "error": null,
  "latency_ms": 36233,
  "input_tokens": 3399,
  "output_tokens": 792,
  "created_at": "2026-09-25 11:29:24",
  "sentiment": "positive",
  "sentiment_score": 0.535,
  "sentiment_confidence": "high",
  "pos": 16,
  "neg": 0,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.625,
  "agent_talk_sec": 23.7,
  "customer_talk_sec": 14.2,
  "dead_air_sec": 56.1,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 313.9,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 13,
  "discovery_qs": 9,
  "words_agent": 124,
  "words_customer": 69,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851698763",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.38,
      "end_s": 1.78,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178851698763",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.1,
      "end_s": 2.47,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178851698763",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 4.48,
      "text_en": "Yeah, am I speaking with Siddhivinayak Industries, sir?",
      "text_native": "या, सिद्धीविनायक इंडस्ट्रीज से बात कर रहे है सर?"
    },
    {
      "ucid": "21112178851698763",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.9,
      "end_s": 5.5,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए ना।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.76,
      "end_s": 7.6,
      "text_en": "This is Abdul speaking, sir, from JSW Mumbai Head Office.",
      "text_native": "अब्दुल बात कर रहा हूं सर, JSW मुंबई हेड ऑफिस से।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.6,
      "end_s": 8.1,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 10.1,
      "text_en": "Sir, your... I am speaking from Mumbai, Mumbai.",
      "text_native": "सर आपका मुंबई मुंबई से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 11.0,
      "text_en": "Yes, yes, yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 13.5,
      "text_en": "Sir, you had an order, right sir, for 1500 by 1710.",
      "text_native": "सर आपका एक ऑर्डर था ना सर, 1500 by 1710 का।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 9,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 13.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 10,
      "speaker": "agent",
      "start_s": 14.2,
      "end_s": 17.8,
      "text_en": "So, that couldn't be processed. Do you have any other requirement right now? Any live requirement for material?",
      "text_native": "तो इसका हो नहीं पाया था। अभी कुछ अभी कुछ दूसरा रिक्वायरमेंट है क्या आपको? लाइव रिक्वायरमेंट कुछ है मटेरियल का?"
    },
    {
      "ucid": "21112178851698763",
      "idx": 11,
      "speaker": "customer",
      "start_s": 18.0,
      "end_s": 20.5,
      "text_en": "[inaudible] Hello?",
      "text_native": "[inaudible] हॅलो?"
    },
    {
      "ucid": "21112178851698763",
      "idx": 12,
      "speaker": "agent",
      "start_s": 20.5,
      "end_s": 20.8,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178851698763",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 21.8,
      "text_en": "Yes, tell me, tell me.",
      "text_native": "हां बोलिए बोलिए ना।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 14,
      "speaker": "agent",
      "start_s": 21.8,
      "end_s": 22.9,
      "text_en": "Yes, yes, can you hear me now?",
      "text_native": "हां हां अभी आवाज आ रही है आपको?"
    },
    {
      "ucid": "21112178851698763",
      "idx": 15,
      "speaker": "customer",
      "start_s": 22.9,
      "end_s": 24.8,
      "text_en": "Here... Yes, yes, I can hear you, I can hear you, sir.",
      "text_native": "इधर जी जी आवाज आ रही है, आवाज आ रही है सर।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 16,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 26.0,
      "text_en": "You were saying you are from JSW?",
      "text_native": "JSW से बोल रहे थे?"
    },
    {
      "ucid": "21112178851698763",
      "idx": 17,
      "speaker": "agent",
      "start_s": 26.2,
      "end_s": 28.0,
      "text_en": "I am speaking from JSW Head Office, Mumbai.",
      "text_native": "JSW हेड ऑफिस मुंबई से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 18,
      "speaker": "customer",
      "start_s": 28.3,
      "end_s": 28.9,
      "text_en": "Yes, tell me, tell me.",
      "text_native": "हां बोलिए बोलिए।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 19,
      "speaker": "agent",
      "start_s": 29.2,
      "end_s": 32.2,
      "text_en": "You had put in an inquiry last month, I think, you were speaking with Vinod ji, okay? Regarding HR.",
      "text_native": "आपने पिछले मंथ आई थिंक इंक्वायरी आप डाला था, विनोद जी से बात कर रहे थे आप, ठीक है? HR के रिगार्डिंग।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 20,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 33.1,
      "text_en": "Yes yes, yes yes yes.",
      "text_native": "हां हां, yes yes yes."
    },
    {
      "ucid": "21112178851698763",
      "idx": 21,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 35.1,
      "text_en": "So that couldn't be confirmed. Do you have any live requirement now?",
      "text_native": "तो कन्फर्म नहीं हो पाया था। अभी कुछ लाइव रिक्वायरमेंट है क्या आपको?"
    },
    {
      "ucid": "21112178851698763",
      "idx": 22,
      "speaker": "customer",
      "start_s": 35.4,
      "end_s": 38.5,
      "text_en": "Yes, one will come, I will put it in. I will send that. One is going to come tomorrow.",
      "text_native": "हां एक आएगा, मैं डालता हूं। वो भेजता हूं मैं। एक कल आने वाला है।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 23,
      "speaker": "agent",
      "start_s": 38.5,
      "end_s": 41.5,
      "text_en": "I will WhatsApp you, okay? On your personal number. You can send me the inquiry, okay?",
      "text_native": "मैं WhatsApp कर देता हूं आपको, ठीक है? पर्सनल नंबर पे। आप मुझे इंक्वायरी भेज दीजिएगा, ठीक है?"
    },
    {
      "ucid": "21112178851698763",
      "idx": 24,
      "speaker": "customer",
      "start_s": 41.7,
      "end_s": 42.8,
      "text_en": "Okay, okay. Okay.",
      "text_native": "ठीक है, ठीक है। ओके।"
    },
    {
      "ucid": "21112178851698763",
      "idx": 25,
      "speaker": "agent",
      "start_s": 43.1,
      "end_s": 44.1,
      "text_en": "Okay okay sir, thank you.",
      "text_native": "ओके ओके सर, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851698763",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "[3s] AGENT: Yeah, am I speaking with Siddhivinayak Industries, sir? ... [6s] AGENT: This is Abdul speaking, sir, from JSW Mumbai Head Office.",
      "comment": "Agent correctly identified the company and introduced himself and JSW, and the customer was willing to proceed."
    },
    {
      "ucid": "21112178851698763",
      "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 use a supply or price hook; instead, he referenced a past failed order."
    },
    {
      "ucid": "21112178851698763",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the required discovery questions about the customer's business or needs."
    },
    {
      "ucid": "21112178851698763",
      "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 performed, and no USPs were pitched."
    },
    {
      "ucid": "21112178851698763",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "[35s] CUSTOMER: Yes, one will come, I will put it in.",
      "comment": "Agent asked if a requirement exists, but failed to capture any details (grade, qty, etc.) when the customer said yes."
    },
    {
      "ucid": "21112178851698763",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "[38s] AGENT: I will WhatsApp you, okay? On your personal number. You can send me the inquiry, okay?",
      "comment": "Agent established a clear and agreed-upon next step for the customer to send the inquiry via WhatsApp."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}