{
  "ucid": "21112178851793571",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 16:02:15",
  "end_time": "2026-09-04 16:03:39",
  "duration_sec": 84,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8c8cd914666195fc3652aadcf5d0b593.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 812,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851793571__DIA8c8cd914666195fc3652aadcf5d0b593.mp3",
  "audio_bytes": 192456,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 64.152,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Hello   (हेलो)\n[3s] AGENT: Yes   (हां जी)\n[3s] AGENT: Yes sir, this is Kartik speaking from JSW One   (हां जी सर, कार्तिक ये बात कर रहा था JSW One से)\n[6s] CUSTOMER: Yes, tell me brother   (हां बोलिए भैया)\n[7s] AGENT: Sir, in your Sheetal Enterprises, right now some   (सर ये अपना शीतल एंटरप्राइजेज में अभी कुछ)\n[8s] CUSTOMER: Yes, what will be the rate for a 1.8 1.6 coil?   (हां 1.8 1.6 का कॉइल का क्या रेट पड़ेगा?)\n[10s] AGENT: 1.8 1.6\n[11s] AGENT: You need this grade?   (यही ग्रेड चाहिए?)\n[12s] CUSTOMER: Yes, for both.   (हां दोनों का)\n[13s] AGENT: 1816... You don't take E250?   (1816 E250 नहीं लेते आप?)\n[15s] CUSTOMER: No no   (नहीं नहीं)\n[16s] AGENT: E250 works, right?   (E250 चलता है ना?)\n[17s] CUSTOMER: Yes, tell me the rate for 1.8 and 1.6, sir.   (हां 1.8 और 1.6 का रेट बताओ सर आप)\n[19s] AGENT: Okay, for 1.8, look sir, I have it for 64,500.   (अच्छा 1.8 तो देखो सर है मेरे पास 64,500 में)\n[22s] CUSTOMER: Okay, fine.   (अच्छा ठीक है)\n[23s] AGENT: Hmm.   (हम्म)\n[23s] CUSTOMER: No problem.   (कोई दिक्कत नहीं)\n[24s] AGENT: 1.6 is not in stock, sir.   (1.6 का तो स्टॉक में नहीं है सर)\n[25s] CUSTOMER: Hmm.   (हम्म)\n[26s] CUSTOMER: Your rate for 1.6 is too high, brother.   (1.6 का आपका रेट फालतू है भैया)\n[28s] AGENT: Yes?   (हां जी?)\n[28s] CUSTOMER: Your rate is high. We are getting it for 63,800.   (आपका रेट ज्यादा है 63,800 में मिल रहा है हमारे को)\n[30s] AGENT: For 63,800.   (63,800 में)\n[32s] AGENT: Which make is it?   (कौन सा मेक है?)\n[33s] CUSTOMER: Uh, JSWL.   (अह JSWL)\n[34s] AGENT: Yes sir?   (हां जी सर?)\n[35s] CUSTOMER: JSWL\n[36s] AGENT: Oh, JSWL, right?   (अच्छा JSWL ना?)\n[37s] AGENT: JSWL, yes, JSWL is a bit cheaper than JSW One, right?   (JSWL हां JSWL तो थोड़ा सस्ता भी रहता है ना JSW One से)\n[39s] CUSTOMER: No problem.   (कोई नहीं)\n[40s] AGENT: Okay, fine sir.   (ओके ठीक है सर)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 32,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "32 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 immediately asks for a price, you must regain control by saying 'I can definitely get that for you, just to be accurate, can I ask two quick questions about your requirement?'",
  "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": "out_of_stock",
  "supply_details": "Agent stated 1.6mm coil was not in stock.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately asked for the price of 1.8mm and 1.6mm coil. The agent quoted a price for 1.8mm and stated 1.6mm was out of stock. The customer raised a price objection, which the agent conceded, and the call ended without any next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak; the customer immediately took control of the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer jumped straight to a price inquiry, preventing the agent from delivering a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Which make is it?\", \"comment\": \"Agent only asked about the current supplier, missing 5 of the 6 required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the conversation remained purely transactional on price and availability.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not capture essential qualifying information like quantity, width, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no committed next step from either side.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for a price, you must regain control by saying 'I can definitely get that for you, just to be accurate, can I ask two quick questions about your requirement?'\", \"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\": \"out_of_stock\", \"supply_details\": \"Agent stated 1.6mm coil was not in stock.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Your rate is high. We are getting it for 63,800.\", \"response\": \"JSWL, yes, JSWL is a bit cheaper than JSW One, right?\"}], \"call_summary\": \"The customer immediately asked for the price of 1.8mm and 1.6mm coil. The agent quoted a price for 1.8mm and stated 1.6mm was out of stock. The customer raised a price objection, which the agent conceded, and the call ended without any next steps.\"}",
  "error": null,
  "latency_ms": 33507,
  "input_tokens": 3372,
  "output_tokens": 775,
  "created_at": "2026-09-25 11:29:00",
  "sentiment": "negative",
  "sentiment_score": -0.404,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 9,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.602,
  "agent_talk_sec": 18.6,
  "customer_talk_sec": 12.3,
  "dead_air_sec": 53.1,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 264.5,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 14,
  "discovery_qs": 8,
  "words_agent": 82,
  "words_customer": 65,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851793571",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.41,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178851793571",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.3,
      "end_s": 2.66,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178851793571",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 3.14,
      "text_en": "Yes",
      "text_native": "हां जी"
    },
    {
      "ucid": "21112178851793571",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.36,
      "end_s": 5.4,
      "text_en": "Yes sir, this is Kartik speaking from JSW One",
      "text_native": "हां जी सर, कार्तिक ये बात कर रहा था JSW One से"
    },
    {
      "ucid": "21112178851793571",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.77,
      "end_s": 6.4,
      "text_en": "Yes, tell me brother",
      "text_native": "हां बोलिए भैया"
    },
    {
      "ucid": "21112178851793571",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 8.08,
      "text_en": "Sir, in your Sheetal Enterprises, right now some",
      "text_native": "सर ये अपना शीतल एंटरप्राइजेज में अभी कुछ"
    },
    {
      "ucid": "21112178851793571",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.08,
      "end_s": 9.8,
      "text_en": "Yes, what will be the rate for a 1.8 1.6 coil?",
      "text_native": "हां 1.8 1.6 का कॉइल का क्या रेट पड़ेगा?"
    },
    {
      "ucid": "21112178851793571",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.06,
      "end_s": 10.8,
      "text_en": "1.8 1.6",
      "text_native": "1.8 1.6"
    },
    {
      "ucid": "21112178851793571",
      "idx": 8,
      "speaker": "agent",
      "start_s": 11.36,
      "end_s": 12.0,
      "text_en": "You need this grade?",
      "text_native": "यही ग्रेड चाहिए?"
    },
    {
      "ucid": "21112178851793571",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.2,
      "end_s": 12.8,
      "text_en": "Yes, for both.",
      "text_native": "हां दोनों का"
    },
    {
      "ucid": "21112178851793571",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 15.1,
      "text_en": "1816... You don't take E250?",
      "text_native": "1816 E250 नहीं लेते आप?"
    },
    {
      "ucid": "21112178851793571",
      "idx": 11,
      "speaker": "customer",
      "start_s": 15.3,
      "end_s": 15.8,
      "text_en": "No no",
      "text_native": "नहीं नहीं"
    },
    {
      "ucid": "21112178851793571",
      "idx": 12,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 17.1,
      "text_en": "E250 works, right?",
      "text_native": "E250 चलता है ना?"
    },
    {
      "ucid": "21112178851793571",
      "idx": 13,
      "speaker": "customer",
      "start_s": 17.3,
      "end_s": 18.9,
      "text_en": "Yes, tell me the rate for 1.8 and 1.6, sir.",
      "text_native": "हां 1.8 और 1.6 का रेट बताओ सर आप"
    },
    {
      "ucid": "21112178851793571",
      "idx": 14,
      "speaker": "agent",
      "start_s": 19.2,
      "end_s": 21.4,
      "text_en": "Okay, for 1.8, look sir, I have it for 64,500.",
      "text_native": "अच्छा 1.8 तो देखो सर है मेरे पास 64,500 में"
    },
    {
      "ucid": "21112178851793571",
      "idx": 15,
      "speaker": "customer",
      "start_s": 21.7,
      "end_s": 22.3,
      "text_en": "Okay, fine.",
      "text_native": "अच्छा ठीक है"
    },
    {
      "ucid": "21112178851793571",
      "idx": 16,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 23.0,
      "text_en": "Hmm.",
      "text_native": "हम्म"
    },
    {
      "ucid": "21112178851793571",
      "idx": 17,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 23.6,
      "text_en": "No problem.",
      "text_native": "कोई दिक्कत नहीं"
    },
    {
      "ucid": "21112178851793571",
      "idx": 18,
      "speaker": "agent",
      "start_s": 23.6,
      "end_s": 25.0,
      "text_en": "1.6 is not in stock, sir.",
      "text_native": "1.6 का तो स्टॉक में नहीं है सर"
    },
    {
      "ucid": "21112178851793571",
      "idx": 19,
      "speaker": "customer",
      "start_s": 25.4,
      "end_s": 25.6,
      "text_en": "Hmm.",
      "text_native": "हम्म"
    },
    {
      "ucid": "21112178851793571",
      "idx": 20,
      "speaker": "customer",
      "start_s": 25.9,
      "end_s": 27.3,
      "text_en": "Your rate for 1.6 is too high, brother.",
      "text_native": "1.6 का आपका रेट फालतू है भैया"
    },
    {
      "ucid": "21112178851793571",
      "idx": 21,
      "speaker": "agent",
      "start_s": 27.6,
      "end_s": 28.0,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178851793571",
      "idx": 22,
      "speaker": "customer",
      "start_s": 28.3,
      "end_s": 30.2,
      "text_en": "Your rate is high. We are getting it for 63,800.",
      "text_native": "आपका रेट ज्यादा है 63,800 में मिल रहा है हमारे को"
    },
    {
      "ucid": "21112178851793571",
      "idx": 23,
      "speaker": "agent",
      "start_s": 30.4,
      "end_s": 31.2,
      "text_en": "For 63,800.",
      "text_native": "63,800 में"
    },
    {
      "ucid": "21112178851793571",
      "idx": 24,
      "speaker": "agent",
      "start_s": 31.6,
      "end_s": 32.3,
      "text_en": "Which make is it?",
      "text_native": "कौन सा मेक है?"
    },
    {
      "ucid": "21112178851793571",
      "idx": 25,
      "speaker": "customer",
      "start_s": 32.7,
      "end_s": 33.6,
      "text_en": "Uh, JSWL.",
      "text_native": "अह JSWL"
    },
    {
      "ucid": "21112178851793571",
      "idx": 26,
      "speaker": "agent",
      "start_s": 33.9,
      "end_s": 34.4,
      "text_en": "Yes sir?",
      "text_native": "हां जी सर?"
    },
    {
      "ucid": "21112178851793571",
      "idx": 27,
      "speaker": "customer",
      "start_s": 34.8,
      "end_s": 35.4,
      "text_en": "JSWL",
      "text_native": "JSWL"
    },
    {
      "ucid": "21112178851793571",
      "idx": 28,
      "speaker": "agent",
      "start_s": 35.7,
      "end_s": 36.4,
      "text_en": "Oh, JSWL, right?",
      "text_native": "अच्छा JSWL ना?"
    },
    {
      "ucid": "21112178851793571",
      "idx": 29,
      "speaker": "agent",
      "start_s": 36.8,
      "end_s": 39.4,
      "text_en": "JSWL, yes, JSWL is a bit cheaper than JSW One, right?",
      "text_native": "JSWL हां JSWL तो थोड़ा सस्ता भी रहता है ना JSW One से"
    },
    {
      "ucid": "21112178851793571",
      "idx": 30,
      "speaker": "customer",
      "start_s": 39.4,
      "end_s": 39.9,
      "text_en": "No problem.",
      "text_native": "कोई नहीं"
    },
    {
      "ucid": "21112178851793571",
      "idx": 31,
      "speaker": "agent",
      "start_s": 40.3,
      "end_s": 41.0,
      "text_en": "Okay, fine sir.",
      "text_native": "ओके ठीक है सर"
    }
  ],
  "steps": [
    {
      "ucid": "21112178851793571",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak; the customer immediately took control of the call."
    },
    {
      "ucid": "21112178851793571",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer jumped straight to a price inquiry, preventing the agent from delivering a hook."
    },
    {
      "ucid": "21112178851793571",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Which make is it?",
      "comment": "Agent only asked about the current supplier, missing 5 of the 6 required discovery questions."
    },
    {
      "ucid": "21112178851793571",
      "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 conversation remained purely transactional on price and availability."
    },
    {
      "ucid": "21112178851793571",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not capture essential qualifying information like quantity, width, or location."
    },
    {
      "ucid": "21112178851793571",
      "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 abruptly with no committed next step from either side."
    }
  ],
  "objections": [
    {
      "ucid": "21112178851793571",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Your rate is high. We are getting it for 63,800.",
      "response": "JSWL, yes, JSWL is a bit cheaper than JSW One, right?"
    }
  ],
  "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": []
}