{
  "ucid": "21112178851992181",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 16:35:21",
  "end_time": "2026-09-04 16:36:47",
  "duration_sec": 86,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2783b9ef3ee0ae5cc1fd2b3d8ea4c105.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 804,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178851992181__DIA2783b9ef3ee0ae5cc1fd2b3d8ea4c105.mp3",
  "audio_bytes": 211032,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 70.344,
  "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] CUSTOMER: Yes sir.   (जी सर)\n[4s] AGENT: Uh yes, hello, Rohit speaking from JSW.   (अह जी नमस्ते, रोहित बात कर रहा हूं जे एस डब्लू से।)\n[6s] CUSTOMER: Yes sir, tell me.   (हांजी सर, बताएं।)\n[7s] AGENT: Am I speaking with Future Bright Company?   (Future Bright Company से बात कर रहा हूं आप?)\n[9s] CUSTOMER: Yes sir.   (जी सर।)\n[10s] AGENT: Was there any requirement for HRPO coils or?   (कुछ रिक्वायरमेंट थी क्या HRPO coils की या फिर?)\n[12s] CUSTOMER: In HRPO, what, what mm do you have in thickness?   (HRPO में आपके पास कौनसा, कौनसा mm पड़ा है thickness?)\n[15s] AGENT: With you, see, I majorly have from two and a half to twelve with me.   (आपके पास, देखिए मैं तो मेजरली ढाई से लेके बारह तक रहता ही है मेरे पास।)\n[19s] CUSTOMER: I need it in six.   (Six में चाहिए।)\n[20s] AGENT: You need it in six?   (Six में चाहिए?)\n[21s] CUSTOMER: Okay. One coil. If you ask for a particular size, then that, otherwise if you ask for CTL, then CTL. Otherwise, tell me the coil, I will get it CTL'd.   (अच्छा। एक coil। अगर पर्टिकुलर size पूछेंगे तो वो नहीं तो CTL पूछेंगे तो CTL। नहीं तो coil बता दीजिए, CTL करा लूंगा।)\n[26s] AGENT: And where do you need this?   (और ये कहां पे चाहिए आपको?)\n[27s] CUSTOMER: In Delhi.   (Delhi में।)\n[28s] AGENT: In Delhi. Is the Delhi market open today?   (Delhi में। Delhi आज market खुला है?)\n[30s] CUSTOMER: Today the Delhi market, today, I think today   (आज Delhi market, आज तो, आज मेरे ख्याल से)\n[32s] AGENT: It's quite closed for Janmashtami.   (जन्माष्टमी के लिए बंद है काफी।)\n[34s] CUSTOMER: It's closed, it's closed, it's closed. It's closed today.   (बंद है, बंद है, बंद है। आज तो बंद है।)\n[36s] AGENT: Yes. Okay then, I will ring you tomorrow.   (हां। चलिए ठीक है, तो मैं कल आपको रिंग करता हूं।)\n[38s] CUSTOMER: Yes, no problem, ring me tomorrow. Otherwise, whatever it is, just tell me the rate.   (हां कोई बात नहीं, मुझे कल रिंग कर दीजिए। नहीं तो जो वो होगा, मुझे rate बता दीजिए।)\n[40s] AGENT: Okay, okay.   (ठीक है, ओके।)\n[42s] CUSTOMER: FE 410.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: Some background chatter is present but doesn't significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "When a customer immediately states a requirement, acknowledge it, but still try to ask one or two key discovery questions (like their monthly usage) before moving to qualification to better understand their business.",
  "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 customer immediately stated a requirement for one 6mm HRPO coil (FE 410 grade) in Delhi. The agent confirmed the location and, noting the market was closed for a holiday, agreed to call back the next day. The call ended with a clear next step but without any discovery or a price being quoted.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and the company but did not ask for permission to speak.\"}, {\"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 about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the customer took control and stated their requirement immediately.\"}, {\"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\": \"Was there any requirement for HRPO coils or?\", \"comment\": \"The agent asked about a current requirement, which prompted the customer to provide all necessary details (thickness, qty, grade, location).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay then, I will ring you tomorrow.\", \"comment\": \"The agent set a clear and committed next step for a callback, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately states a requirement, acknowledge it, but still try to ask one or two key discovery questions (like their monthly usage) before moving to qualification to better understand their business.\", \"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\": [], \"call_summary\": \"The customer immediately stated a requirement for one 6mm HRPO coil (FE 410 grade) in Delhi. The agent confirmed the location and, noting the market was closed for a holiday, agreed to call back the next day. The call ended with a clear next step but without any discovery or a price being quoted.\"}",
  "error": null,
  "latency_ms": 25597,
  "input_tokens": 3236,
  "output_tokens": 702,
  "created_at": "2026-09-25 11:28:38",
  "sentiment": "negative",
  "sentiment_score": -0.343,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.481,
  "agent_talk_sec": 16.8,
  "customer_talk_sec": 18.1,
  "dead_air_sec": 51.1,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 257.1,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 12,
  "discovery_qs": 5,
  "words_agent": 72,
  "words_customer": 90,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178851992181",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.68,
      "end_s": 1.2,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178851992181",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.1,
      "end_s": 2.56,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178851992181",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 3.51,
      "text_en": "Yes sir.",
      "text_native": "जी सर"
    },
    {
      "ucid": "21112178851992181",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.89,
      "end_s": 5.7,
      "text_en": "Uh yes, hello, Rohit speaking from JSW.",
      "text_native": "अह जी नमस्ते, रोहित बात कर रहा हूं जे एस डब्लू से।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.98,
      "end_s": 6.7,
      "text_en": "Yes sir, tell me.",
      "text_native": "हांजी सर, बताएं।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.1,
      "end_s": 8.88,
      "text_en": "Am I speaking with Future Bright Company?",
      "text_native": "Future Bright Company से बात कर रहा हूं आप?"
    },
    {
      "ucid": "21112178851992181",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 9.38,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 11.8,
      "text_en": "Was there any requirement for HRPO coils or?",
      "text_native": "कुछ रिक्वायरमेंट थी क्या HRPO coils की या फिर?"
    },
    {
      "ucid": "21112178851992181",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 14.3,
      "text_en": "In HRPO, what, what mm do you have in thickness?",
      "text_native": "HRPO में आपके पास कौनसा, कौनसा mm पड़ा है thickness?"
    },
    {
      "ucid": "21112178851992181",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.7,
      "end_s": 18.2,
      "text_en": "With you, see, I majorly have from two and a half to twelve with me.",
      "text_native": "आपके पास, देखिए मैं तो मेजरली ढाई से लेके बारह तक रहता ही है मेरे पास।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 19.8,
      "text_en": "I need it in six.",
      "text_native": "Six में चाहिए।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 20.3,
      "text_en": "You need it in six?",
      "text_native": "Six में चाहिए?"
    },
    {
      "ucid": "21112178851992181",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.6,
      "end_s": 25.8,
      "text_en": "Okay. One coil. If you ask for a particular size, then that, otherwise if you ask for CTL, then CTL. Otherwise, tell me the coil, I will get it CTL'd.",
      "text_native": "अच्छा। एक coil। अगर पर्टिकुलर size पूछेंगे तो वो नहीं तो CTL पूछेंगे तो CTL। नहीं तो coil बता दीजिए, CTL करा लूंगा।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 13,
      "speaker": "agent",
      "start_s": 25.8,
      "end_s": 27.1,
      "text_en": "And where do you need this?",
      "text_native": "और ये कहां पे चाहिए आपको?"
    },
    {
      "ucid": "21112178851992181",
      "idx": 14,
      "speaker": "customer",
      "start_s": 27.3,
      "end_s": 28.0,
      "text_en": "In Delhi.",
      "text_native": "Delhi में।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 15,
      "speaker": "agent",
      "start_s": 28.4,
      "end_s": 29.9,
      "text_en": "In Delhi. Is the Delhi market open today?",
      "text_native": "Delhi में। Delhi आज market खुला है?"
    },
    {
      "ucid": "21112178851992181",
      "idx": 16,
      "speaker": "customer",
      "start_s": 30.5,
      "end_s": 32.4,
      "text_en": "Today the Delhi market, today, I think today",
      "text_native": "आज Delhi market, आज तो, आज मेरे ख्याल से"
    },
    {
      "ucid": "21112178851992181",
      "idx": 17,
      "speaker": "agent",
      "start_s": 32.4,
      "end_s": 33.8,
      "text_en": "It's quite closed for Janmashtami.",
      "text_native": "जन्माष्टमी के लिए बंद है काफी।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 18,
      "speaker": "customer",
      "start_s": 33.9,
      "end_s": 35.4,
      "text_en": "It's closed, it's closed, it's closed. It's closed today.",
      "text_native": "बंद है, बंद है, बंद है। आज तो बंद है।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 19,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 37.6,
      "text_en": "Yes. Okay then, I will ring you tomorrow.",
      "text_native": "हां। चलिए ठीक है, तो मैं कल आपको रिंग करता हूं।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 20,
      "speaker": "customer",
      "start_s": 37.8,
      "end_s": 40.4,
      "text_en": "Yes, no problem, ring me tomorrow. Otherwise, whatever it is, just tell me the rate.",
      "text_native": "हां कोई बात नहीं, मुझे कल रिंग कर दीजिए। नहीं तो जो वो होगा, मुझे rate बता दीजिए।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 21,
      "speaker": "agent",
      "start_s": 40.4,
      "end_s": 41.1,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ओके।"
    },
    {
      "ucid": "21112178851992181",
      "idx": 22,
      "speaker": "customer",
      "start_s": 41.8,
      "end_s": 42.6,
      "text_en": "FE 410.",
      "text_native": "FE 410."
    }
  ],
  "steps": [
    {
      "ucid": "21112178851992181",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified himself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178851992181",
      "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 about requirements."
    },
    {
      "ucid": "21112178851992181",
      "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; the customer took control and stated their requirement immediately."
    },
    {
      "ucid": "21112178851992181",
      "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": "21112178851992181",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Was there any requirement for HRPO coils or?",
      "comment": "The agent asked about a current requirement, which prompted the customer to provide all necessary details (thickness, qty, grade, location)."
    },
    {
      "ucid": "21112178851992181",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay then, I will ring you tomorrow.",
      "comment": "The agent set a clear and committed next step for a callback, which the customer accepted."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}