{
  "ucid": "21112178851846871",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 16:11:08",
  "end_time": "2026-09-04 16:13:23",
  "duration_sec": 135,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA58e2dee7b1e767db6532aabae3ab7665.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 808,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851846871__DIA58e2dee7b1e767db6532aabae3ab7665.mp3",
  "audio_bytes": 302184,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 100.728,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[3s] AGENT: Uh, good evening. Am I talking to Mr. Dhanush?\n[5s] CUSTOMER: Yes sir, yes sir.\n[6s] AGENT: Dhanush, this is Jeevan calling from JSW One platform. Uh, just wanted to check if you have an enquiry or any requirement for HR, CR sheet or coil?\n[13s] CUSTOMER: There is nothing, um, there is no requirement just now, right now.\n[16s] AGENT: Okay.\n[17s] CUSTOMER: If there is any requirement...\n[18s] AGENT: Yeah, yeah, sure, sure. I'll do one thing. I'll just text you in WhatsApp in the same number 7204145053.\n[23s] CUSTOMER: Okay.\n[23s] AGENT: Uh, once when requirement comes live, you just kindly let me know.\n[26s] CUSTOMER: Okay. Okay. Also stop the messages sending in the through my email.\n[30s] AGENT: Email we are not sending, sir.\n[31s] CUSTOMER: No sir, daily two, three, daily three to four messages are coming from JSW.\n[35s] AGENT: Oh, that may be from marketing team, sir. I'll I'll tell them. Don't worry.\n[38s] CUSTOMER: Oh, okay.\n[38s] AGENT: Okay. Thank you.\n[39s] CUSTOMER: Will you tell them?\n[40s] AGENT: Yeah. Sorry?\n[40s] CUSTOMER: Take it sir, take it. I'll tell the email ID.\n[42s] AGENT: Uh, okay, tell me. Yeah.\n[43s] CUSTOMER: S V P\n[44s] AGENT: S V P\n[44s] CUSTOMER: Industries\n[45s] AGENT: Industries\n[46s] CUSTOMER: 53\n[47s] AGENT: 53\n[48s] CUSTOMER: at gmail.com\n[48s] AGENT: at gmail.com\n[50s] CUSTOMER: Yeah, that's all.\n[50s] AGENT: Okay. Yeah, fine.\n[51s] CUSTOMER: Please stop that. If there is any requirement, I'll tell you directly.\n[54s] AGENT: Amazing. That sounds fine.\n[56s] AGENT: Thank you. Thank you so much, Dhanush. Yeah, bye.\n[58s] CUSTOMER: Thank you, thank you, sir.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 35,
  "connected": 1,
  "audio_notes": "clear: The customer has a strong South Indian accent, but the speech is clear and understandable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "35 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "To prevent an immediate shutdown, open with a permission question ('is this a good time?') and a strong hook before asking for a 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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted the customer to check for steel requirements. The customer stated they had no immediate need and complained about receiving too many marketing emails. The agent took the customer's email address to request an unsubscribe and ended the call by offering to connect on WhatsApp for future needs.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if it was a good time to talk, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No hook was delivered; agent asked for a requirement instead of leading with a price or availability benefit.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated they had no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"just wanted to check if you have an enquiry or any requirement for HR, CR sheet or coil?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"once when requirement comes live, you just kindly let me know.\", \"comment\": \"The next step was not agent-owned and specific; it placed the responsibility on the customer to re-engage.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"To prevent an immediate shutdown, open with a permission question ('is this a good time?') and a strong hook before asking for a 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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted the customer to check for steel requirements. The customer stated they had no immediate need and complained about receiving too many marketing emails. The agent took the customer's email address to request an unsubscribe and ended the call by offering to connect on WhatsApp for future needs.\"}",
  "error": null,
  "latency_ms": 39464,
  "input_tokens": 3183,
  "output_tokens": 697,
  "created_at": "2026-09-25 11:28:58",
  "sentiment": "positive",
  "sentiment_score": 0.273,
  "sentiment_confidence": "high",
  "pos": 19,
  "neg": 6,
  "lex_hits": 18,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.557,
  "agent_talk_sec": 29.1,
  "customer_talk_sec": 23.1,
  "dead_air_sec": 82.8,
  "longest_monologue_sec": 6.7,
  "agent_wpm": 255.7,
  "interruptions": 0,
  "agent_turns": 18,
  "customer_turns": 17,
  "discovery_qs": 4,
  "words_agent": 124,
  "words_customer": 93,
  "monologue_heavy": 0,
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      "ucid": "21112178851846871",
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      "speaker": "customer",
      "start_s": 0.88,
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      "text_en": "Hello?",
      "text_native": "Hello?"
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    {
      "ucid": "21112178851846871",
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      "text_en": "Hello?",
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      "ucid": "21112178851846871",
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      "text_en": "Uh, good evening. Am I talking to Mr. Dhanush?",
      "text_native": "Uh, good evening. Am I talking to Mr. Dhanush?"
    },
    {
      "ucid": "21112178851846871",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.8,
      "end_s": 5.46,
      "text_en": "Yes sir, yes sir.",
      "text_native": "Yes sir, yes sir."
    },
    {
      "ucid": "21112178851846871",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.58,
      "end_s": 12.3,
      "text_en": "Dhanush, this is Jeevan calling from JSW One platform. Uh, just wanted to check if you have an enquiry or any requirement for HR, CR sheet or coil?",
      "text_native": "Dhanush, this is Jeevan calling from JSW One platform. Uh, just wanted to check if you have an enquiry or any requirement for HR, CR sheet or coil?"
    },
    {
      "ucid": "21112178851846871",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.56,
      "end_s": 15.86,
      "text_en": "There is nothing, um, there is no requirement just now, right now.",
      "text_native": "There is nothing, um, there is no requirement just now, right now."
    },
    {
      "ucid": "21112178851846871",
      "idx": 6,
      "speaker": "agent",
      "start_s": 16.0,
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      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178851846871",
      "idx": 7,
      "speaker": "customer",
      "start_s": 16.8,
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      "text_en": "If there is any requirement...",
      "text_native": "If there is any requirement..."
    },
    {
      "ucid": "21112178851846871",
      "idx": 8,
      "speaker": "agent",
      "start_s": 17.5,
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      "text_en": "Yeah, yeah, sure, sure. I'll do one thing. I'll just text you in WhatsApp in the same number 7204145053.",
      "text_native": "Yeah, yeah, sure, sure. I'll do one thing. I'll just text you in WhatsApp in the same number 7204145053."
    },
    {
      "ucid": "21112178851846871",
      "idx": 9,
      "speaker": "customer",
      "start_s": 22.52,
      "end_s": 22.92,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178851846871",
      "idx": 10,
      "speaker": "agent",
      "start_s": 23.0,
      "end_s": 25.44,
      "text_en": "Uh, once when requirement comes live, you just kindly let me know.",
      "text_native": "Uh, once when requirement comes live, you just kindly let me know."
    },
    {
      "ucid": "21112178851846871",
      "idx": 11,
      "speaker": "customer",
      "start_s": 25.56,
      "end_s": 29.4,
      "text_en": "Okay. Okay. Also stop the messages sending in the through my email.",
      "text_native": "Okay. Okay. Also stop the messages sending in the through my email."
    },
    {
      "ucid": "21112178851846871",
      "idx": 12,
      "speaker": "agent",
      "start_s": 29.54,
      "end_s": 30.64,
      "text_en": "Email we are not sending, sir.",
      "text_native": "Email we are not sending, sir."
    },
    {
      "ucid": "21112178851846871",
      "idx": 13,
      "speaker": "customer",
      "start_s": 30.8,
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      "text_en": "No sir, daily two, three, daily three to four messages are coming from JSW.",
      "text_native": "No sir, daily two, three, daily three to four messages are coming from JSW."
    },
    {
      "ucid": "21112178851846871",
      "idx": 14,
      "speaker": "agent",
      "start_s": 34.52,
      "end_s": 37.4,
      "text_en": "Oh, that may be from marketing team, sir. I'll I'll tell them. Don't worry.",
      "text_native": "Oh, that may be from marketing team, sir. I'll I'll tell them. Don't worry."
    },
    {
      "ucid": "21112178851846871",
      "idx": 15,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 37.94,
      "text_en": "Oh, okay.",
      "text_native": "Oh, okay."
    },
    {
      "ucid": "21112178851846871",
      "idx": 16,
      "speaker": "agent",
      "start_s": 38.04,
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      "text_en": "Okay. Thank you.",
      "text_native": "Okay. Thank you."
    },
    {
      "ucid": "21112178851846871",
      "idx": 17,
      "speaker": "customer",
      "start_s": 38.84,
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      "text_en": "Will you tell them?",
      "text_native": "Will you tell them?"
    },
    {
      "ucid": "21112178851846871",
      "idx": 18,
      "speaker": "agent",
      "start_s": 39.52,
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      "text_en": "Yeah. Sorry?",
      "text_native": "Yeah. Sorry?"
    },
    {
      "ucid": "21112178851846871",
      "idx": 19,
      "speaker": "customer",
      "start_s": 40.2,
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      "text_en": "Take it sir, take it. I'll tell the email ID.",
      "text_native": "Take it sir, take it. I'll tell the email ID."
    },
    {
      "ucid": "21112178851846871",
      "idx": 20,
      "speaker": "agent",
      "start_s": 42.0,
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      "text_en": "Uh, okay, tell me. Yeah.",
      "text_native": "Uh, okay, tell me. Yeah."
    },
    {
      "ucid": "21112178851846871",
      "idx": 21,
      "speaker": "customer",
      "start_s": 43.0,
      "end_s": 43.7,
      "text_en": "S V P",
      "text_native": "S V P"
    },
    {
      "ucid": "21112178851846871",
      "idx": 22,
      "speaker": "agent",
      "start_s": 43.8,
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      "text_en": "S V P",
      "text_native": "S V P"
    },
    {
      "ucid": "21112178851846871",
      "idx": 23,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.1,
      "text_en": "Industries",
      "text_native": "Industries"
    },
    {
      "ucid": "21112178851846871",
      "idx": 24,
      "speaker": "agent",
      "start_s": 45.2,
      "end_s": 45.7,
      "text_en": "Industries",
      "text_native": "Industries"
    },
    {
      "ucid": "21112178851846871",
      "idx": 25,
      "speaker": "customer",
      "start_s": 45.8,
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      "text_en": "53",
      "text_native": "53"
    },
    {
      "ucid": "21112178851846871",
      "idx": 26,
      "speaker": "agent",
      "start_s": 46.8,
      "end_s": 47.3,
      "text_en": "53",
      "text_native": "53"
    },
    {
      "ucid": "21112178851846871",
      "idx": 27,
      "speaker": "customer",
      "start_s": 47.5,
      "end_s": 48.4,
      "text_en": "at gmail.com",
      "text_native": "at gmail.com"
    },
    {
      "ucid": "21112178851846871",
      "idx": 28,
      "speaker": "agent",
      "start_s": 48.5,
      "end_s": 49.3,
      "text_en": "at gmail.com",
      "text_native": "at gmail.com"
    },
    {
      "ucid": "21112178851846871",
      "idx": 29,
      "speaker": "customer",
      "start_s": 49.5,
      "end_s": 50.0,
      "text_en": "Yeah, that's all.",
      "text_native": "Yeah, that's all."
    },
    {
      "ucid": "21112178851846871",
      "idx": 30,
      "speaker": "agent",
      "start_s": 50.1,
      "end_s": 50.7,
      "text_en": "Okay. Yeah, fine.",
      "text_native": "Okay. Yeah, fine."
    },
    {
      "ucid": "21112178851846871",
      "idx": 31,
      "speaker": "customer",
      "start_s": 50.8,
      "end_s": 53.9,
      "text_en": "Please stop that. If there is any requirement, I'll tell you directly.",
      "text_native": "Please stop that. If there is any requirement, I'll tell you directly."
    },
    {
      "ucid": "21112178851846871",
      "idx": 32,
      "speaker": "agent",
      "start_s": 54.0,
      "end_s": 55.3,
      "text_en": "Amazing. That sounds fine.",
      "text_native": "Amazing. That sounds fine."
    },
    {
      "ucid": "21112178851846871",
      "idx": 33,
      "speaker": "agent",
      "start_s": 55.5,
      "end_s": 57.4,
      "text_en": "Thank you. Thank you so much, Dhanush. Yeah, bye.",
      "text_native": "Thank you. Thank you so much, Dhanush. Yeah, bye."
    },
    {
      "ucid": "21112178851846871",
      "idx": 34,
      "speaker": "customer",
      "start_s": 57.5,
      "end_s": 58.3,
      "text_en": "Thank you, thank you, sir.",
      "text_native": "Thank you, thank you, sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178851846871",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask if it was a good time to talk, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178851846871",
      "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; agent asked for a requirement instead of leading with a price or availability benefit."
    },
    {
      "ucid": "21112178851846871",
      "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 after the customer stated they had no current requirement."
    },
    {
      "ucid": "21112178851846871",
      "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."
    },
    {
      "ucid": "21112178851846871",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "just wanted to check if you have an enquiry or any requirement for HR, CR sheet or coil?",
      "comment": "Agent successfully asked if a current requirement exists, which is the primary intent of this step."
    },
    {
      "ucid": "21112178851846871",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "once when requirement comes live, you just kindly let me know.",
      "comment": "The next step was not agent-owned and specific; it placed the responsibility on the customer to re-engage."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}