{
  "ucid": "21112178852326361",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 17:31:03",
  "end_time": "2026-09-04 17:32:29",
  "duration_sec": 86,
  "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/DIA8b7362f324ef73cfbbc7bb72aacd52e5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 790,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178852326361__DIA8b7362f324ef73cfbbc7bb72aacd52e5.mp3",
  "audio_bytes": 204984,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 68.328,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes.   (हाँ जी।)\n[3s] AGENT: Yes sir, this is Karthik speaking from JSW One.   (हाँ जी, सर मैं कार्तिक बात कर रहा था JSW One से।)\n[5s] CUSTOMER: Yes, go on.   (हाँ जी, बोलिए।)\n[6s] AGENT: Sir, do you have any requirement for HR etc. right now? At your Durga Trading?   (सर, अभी अपनी HR वगेरा की कुछ रिक्वायरमेंट आई थी क्या? आपके दुर्गा ट्रेडिंग में?)\n[10s] CUSTOMER: For HR, your pricing is quite high and it doesn't meet our requirement. What is your price for 3 mm today?   (HR तो आपकी ना प्राइसिंग काफी हाई है और वो अपने ना रिक्वायरमेंट पे मीट नहीं होती। वो क्या प्राइस है आपका 3 mm का आज?)\n[16s] AGENT: The price for 3 mm today is 60750.   (3 mm का प्राइस आज है अपना 60750.)\n[19s] CUSTOMER: Yes?   (हाँ जी?)\n[19s] AGENT: Sixty thousand seven hundred fifty.   (साठ हजार सात सौ पचास।)\n[21s] CUSTOMER: This is ex-works, right?   (Ex है ना जी ये?)\n[22s] AGENT: Yes yes, ex-Ghaziabad.   (हाँ जी हाँ जी, ex गाजियाबाद।)\n[23s] CUSTOMER: Okay, okay.   (अच्छा अच्छा।)\n[24s] CUSTOMER: So what size is available in this?   (तो इसमें क्या साइज अवेलेबल है?)\n[26s] AGENT: In this, I have 3 mm size right now. It's in both 1500 and 1250.   (इसमें साइज 3 mm है अभी मेरे पास। 1500 और 1250 दोनों में है।)\n[29s] CUSTOMER: Can you... can you call me in the morning? It's an off day here, you see.   (आप मेरे को ना सुबह... सुबह कॉल कर सकते हैं? आज ऑफ है यहां पे ना।)\n[32s] AGENT: Oh, sir. Okay okay, I understand.   (ओह, सर। अच्छा अच्छा, समझ गया मैं।)\n[34s] AGENT: Okay, well, I'll leave you a message. You let me know, okay?   (ठीक है, चलो मैसेज डाल के रखता हूं आपको। बताना आप, ठीक है?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "clear: The customer coughs loudly during one turn, but the speech remains intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": 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": "When a customer raises a price objection, don't just state the price; first, try to understand their current landed cost to frame your value and maintain control of the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a trading company about HR coil requirements. The customer immediately stated JSW's price was too high and asked for the current price on 3mm material, which the agent provided. The customer then deferred the conversation, asking for a callback, but the agent did not secure a specific time and instead offered to send a message.",
  "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, jumping straight to the requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a hook; the customer immediately took control of the call after the introduction.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer drove the conversation.\"}, {\"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\": \"Sir, do you have any requirement for HR etc. right now?\", \"comment\": \"Agent successfully asked for the requirement and confirmed stock for the item the customer inquired about.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not commit to a specific callback time as requested, instead offering a vague 'I'll leave you a message'.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a price objection, don't just state the price; first, try to understand their current landed cost to frame your value and maintain control of the call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"For HR, your pricing is quite high and it doesn't meet our requirement.\", \"response\": \"The price for 3 mm today is 60750.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"Can you... can you call me in the morning? It's an off day here, you see.\", \"response\": \"Okay, well, I'll leave you a message. You let me know, okay?\"}], \"call_summary\": \"The agent contacted a trading company about HR coil requirements. The customer immediately stated JSW's price was too high and asked for the current price on 3mm material, which the agent provided. The customer then deferred the conversation, asking for a callback, but the agent did not secure a specific time and instead offered to send a message.\"}",
  "error": null,
  "latency_ms": 41721,
  "input_tokens": 3134,
  "output_tokens": 854,
  "created_at": "2026-09-25 11:28:16",
  "sentiment": "positive",
  "sentiment_score": 0.3,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.574,
  "agent_talk_sec": 18.7,
  "customer_talk_sec": 13.9,
  "dead_air_sec": 53.4,
  "longest_monologue_sec": 4.5,
  "agent_wpm": 240.6,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 4,
  "words_agent": 75,
  "words_customer": 57,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178852326361",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.78,
      "end_s": 1.28,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178852326361",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.59,
      "end_s": 2.0,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178852326361",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.1,
      "end_s": 2.5,
      "text_en": "Yes.",
      "text_native": "हाँ जी।"
    },
    {
      "ucid": "21112178852326361",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 5.0,
      "text_en": "Yes sir, this is Karthik speaking from JSW One.",
      "text_native": "हाँ जी, सर मैं कार्तिक बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178852326361",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.1,
      "end_s": 5.8,
      "text_en": "Yes, go on.",
      "text_native": "हाँ जी, बोलिए।"
    },
    {
      "ucid": "21112178852326361",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.9,
      "end_s": 9.2,
      "text_en": "Sir, do you have any requirement for HR etc. right now? At your Durga Trading?",
      "text_native": "सर, अभी अपनी HR वगेरा की कुछ रिक्वायरमेंट आई थी क्या? आपके दुर्गा ट्रेडिंग में?"
    },
    {
      "ucid": "21112178852326361",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.5,
      "end_s": 15.5,
      "text_en": "For HR, your pricing is quite high and it doesn't meet our requirement. What is your price for 3 mm today?",
      "text_native": "HR तो आपकी ना प्राइसिंग काफी हाई है और वो अपने ना रिक्वायरमेंट पे मीट नहीं होती। वो क्या प्राइस है आपका 3 mm का आज?"
    },
    {
      "ucid": "21112178852326361",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.7,
      "end_s": 18.4,
      "text_en": "The price for 3 mm today is 60750.",
      "text_native": "3 mm का प्राइस आज है अपना 60750."
    },
    {
      "ucid": "21112178852326361",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.6,
      "end_s": 19.0,
      "text_en": "Yes?",
      "text_native": "हाँ जी?"
    },
    {
      "ucid": "21112178852326361",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.2,
      "end_s": 20.5,
      "text_en": "Sixty thousand seven hundred fifty.",
      "text_native": "साठ हजार सात सौ पचास।"
    },
    {
      "ucid": "21112178852326361",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.7,
      "end_s": 21.5,
      "text_en": "This is ex-works, right?",
      "text_native": "Ex है ना जी ये?"
    },
    {
      "ucid": "21112178852326361",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.6,
      "end_s": 22.8,
      "text_en": "Yes yes, ex-Ghaziabad.",
      "text_native": "हाँ जी हाँ जी, ex गाजियाबाद।"
    },
    {
      "ucid": "21112178852326361",
      "idx": 12,
      "speaker": "customer",
      "start_s": 23.1,
      "end_s": 23.8,
      "text_en": "Okay, okay.",
      "text_native": "अच्छा अच्छा।"
    },
    {
      "ucid": "21112178852326361",
      "idx": 13,
      "speaker": "customer",
      "start_s": 24.3,
      "end_s": 25.5,
      "text_en": "So what size is available in this?",
      "text_native": "तो इसमें क्या साइज अवेलेबल है?"
    },
    {
      "ucid": "21112178852326361",
      "idx": 14,
      "speaker": "agent",
      "start_s": 25.7,
      "end_s": 28.7,
      "text_en": "In this, I have 3 mm size right now. It's in both 1500 and 1250.",
      "text_native": "इसमें साइज 3 mm है अभी मेरे पास। 1500 और 1250 दोनों में है।"
    },
    {
      "ucid": "21112178852326361",
      "idx": 15,
      "speaker": "customer",
      "start_s": 28.8,
      "end_s": 32.0,
      "text_en": "Can you... can you call me in the morning? It's an off day here, you see.",
      "text_native": "आप मेरे को ना सुबह... सुबह कॉल कर सकते हैं? आज ऑफ है यहां पे ना।"
    },
    {
      "ucid": "21112178852326361",
      "idx": 16,
      "speaker": "agent",
      "start_s": 32.1,
      "end_s": 33.8,
      "text_en": "Oh, sir. Okay okay, I understand.",
      "text_native": "ओह, सर। अच्छा अच्छा, समझ गया मैं।"
    },
    {
      "ucid": "21112178852326361",
      "idx": 17,
      "speaker": "agent",
      "start_s": 34.0,
      "end_s": 36.8,
      "text_en": "Okay, well, I'll leave you a message. You let me know, okay?",
      "text_native": "ठीक है, चलो मैसेज डाल के रखता हूं आपको। बताना आप, ठीक है?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178852326361",
      "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, jumping straight to the requirement question."
    },
    {
      "ucid": "21112178852326361",
      "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 deliver a hook; the customer immediately took control of the call after the introduction."
    },
    {
      "ucid": "21112178852326361",
      "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 as the customer drove the conversation."
    },
    {
      "ucid": "21112178852326361",
      "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": "21112178852326361",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for HR etc. right now?",
      "comment": "Agent successfully asked for the requirement and confirmed stock for the item the customer inquired about."
    },
    {
      "ucid": "21112178852326361",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not commit to a specific callback time as requested, instead offering a vague 'I'll leave you a message'."
    }
  ],
  "objections": [
    {
      "ucid": "21112178852326361",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "For HR, your pricing is quite high and it doesn't meet our requirement.",
      "response": "The price for 3 mm today is 60750."
    },
    {
      "ucid": "21112178852326361",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Can you... can you call me in the morning? It's an off day here, you see.",
      "response": "Okay, well, I'll leave you a message. You let me know, okay?"
    }
  ],
  "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": []
}