{
  "ucid": "21112178852432971",
  "call_date": "2026-09-04",
  "start_time": "2026-09-04 17:48:49",
  "end_time": "2026-09-04 17:50:14",
  "duration_sec": 85,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA6844074c5a7d704dd4cda618f9488cfe.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 787,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178852432971__DIA6844074c5a7d704dd4cda618f9488cfe.mp3",
  "audio_bytes": 189432,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 63.144,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello?\n[1s] CUSTOMER: Hello?\n[1s] AGENT: Sir, I am speaking from JSW One.   (Sir JSW One se baat kar raha hu main.)\n[3s] CUSTOMER: Hello?\n[3s] AGENT: JSW One MSME.\n[4s] CUSTOMER: Hello?\n[5s] AGENT: Hello? Hello?\n[6s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[7s] AGENT: Sir, I am speaking from JSW One, Jindal Steel Works Mumbai.   (Sir JSW One से बात कर रहा हूं, Jindal Steel Works Mumbai.)\n[10s] CUSTOMER: Speak.   (बोलिए।)\n[10s] AGENT: Do you have any requirement in sheet metals etc.?   (कुछ requirement है तो sheet metals वगेरा में?)\n[12s] CUSTOMER: Okay. Is 1.4 mm thickness available? Coil?   (ठीक है। 1.4 mm thickness का मिलता है? Coil?)\n[15s] AGENT: In which grade?   (कौनसे grade में?)\n[16s] CUSTOMER: HRC.\n[17s] AGENT: HR?\n[18s] CUSTOMER: Hmm. Hot rolled.   (हम्म। Hot rolled.)\n[19s] AGENT: In HR, sir, it starts from 1.6.   (HR में सर 1.6 से चालू होता है।)\n[20s] CUSTOMER: 1.4?\n[21s] AGENT: No, we don't keep 1.4, sir. In prime, it will start from 1.6. 1.4 comes in rolling mill.   (नहीं 1.4 नहीं रखते सर हम। Prime में 1.6 से चालू होगा। 1.4 rolling mill में आता है।)\n[24s] CUSTOMER: Oh, okay. No, my requirement was for 1.4 only right now.   (अच्छा अच्छा। नहीं मेरा requirement 1.4 का ही था अभी।)\n[27s] AGENT: Okay. No, 1.4 will not be available.   (अच्छा। नहीं 1.4 तो नहीं मिलेगा।)\n[28s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[29s] UNKNOWN: Hey brother, we have to write its weight, right?   (अरे भैया इसका वजन वजन लिखने का ही है ना?)\n[32s] CUSTOMER: Okay.   (ठीक है।)\n[32s] AGENT: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "noisy: Significant background chatter is present on the customer's side, including a third person speaking.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 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 asks for a spec we don't carry, don't just end the call; use it as an opportunity to ask discovery questions to understand their application and see if an alternative (like 1.6mm) could work.",
  "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": "spec_not_available",
  "supply_details": "Customer requested 1.4mm HRC, but agent stated prime material starts at 1.6mm.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately inquired about 1.4mm HRC coil. The agent asked for the grade and then correctly informed the customer that prime HR material starts from 1.6mm and 1.4mm is not available. The customer confirmed this was their only requirement, and the call ended.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead opening with 'Do you have any requirement in sheet metals etc.?'\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the customer immediately stated a requirement, and the agent did not attempt to learn more about their business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent only captured thickness and grade, failing to ask for width, quantity, or location before ending the inquiry.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was ended with 'Thank you' after confirming no stock, with no alternative or next step proposed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a spec we don't carry, don't just end the call; use it as an opportunity to ask discovery questions to understand their application and see if an alternative (like 1.6mm) could work.\", \"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\": \"spec_not_available\", \"supply_details\": \"Customer requested 1.4mm HRC, but agent stated prime material starts at 1.6mm.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer immediately inquired about 1.4mm HRC coil. The agent asked for the grade and then correctly informed the customer that prime HR material starts from 1.6mm and 1.4mm is not available. The customer confirmed this was their only requirement, and the call ended.\"}",
  "error": null,
  "latency_ms": 35913,
  "input_tokens": 3135,
  "output_tokens": 733,
  "created_at": "2026-09-25 11:28:05",
  "sentiment": "positive",
  "sentiment_score": 0.273,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 8,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.613,
  "agent_talk_sec": 15.2,
  "customer_talk_sec": 9.6,
  "dead_air_sec": 60.2,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 300.0,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 12,
  "discovery_qs": 6,
  "words_agent": 76,
  "words_customer": 35,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178852432971",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.0,
      "end_s": 0.53,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 1,
      "speaker": "customer",
      "start_s": 0.63,
      "end_s": 1.13,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.23,
      "end_s": 2.53,
      "text_en": "Sir, I am speaking from JSW One.",
      "text_native": "Sir JSW One se baat kar raha hu main."
    },
    {
      "ucid": "21112178852432971",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.63,
      "end_s": 3.13,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.23,
      "end_s": 4.03,
      "text_en": "JSW One MSME.",
      "text_native": "JSW One MSME."
    },
    {
      "ucid": "21112178852432971",
      "idx": 5,
      "speaker": "customer",
      "start_s": 4.13,
      "end_s": 4.63,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 6,
      "speaker": "agent",
      "start_s": 5.23,
      "end_s": 6.03,
      "text_en": "Hello? Hello?",
      "text_native": "Hello? Hello?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 7,
      "speaker": "customer",
      "start_s": 6.13,
      "end_s": 6.63,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178852432971",
      "idx": 8,
      "speaker": "agent",
      "start_s": 6.73,
      "end_s": 9.23,
      "text_en": "Sir, I am speaking from JSW One, Jindal Steel Works Mumbai.",
      "text_native": "Sir JSW One से बात कर रहा हूं, Jindal Steel Works Mumbai."
    },
    {
      "ucid": "21112178852432971",
      "idx": 9,
      "speaker": "customer",
      "start_s": 9.63,
      "end_s": 10.03,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178852432971",
      "idx": 10,
      "speaker": "agent",
      "start_s": 10.13,
      "end_s": 11.83,
      "text_en": "Do you have any requirement in sheet metals etc.?",
      "text_native": "कुछ requirement है तो sheet metals वगेरा में?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 11,
      "speaker": "customer",
      "start_s": 12.23,
      "end_s": 14.53,
      "text_en": "Okay. Is 1.4 mm thickness available? Coil?",
      "text_native": "ठीक है। 1.4 mm thickness का मिलता है? Coil?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 12,
      "speaker": "agent",
      "start_s": 14.93,
      "end_s": 15.73,
      "text_en": "In which grade?",
      "text_native": "कौनसे grade में?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 13,
      "speaker": "customer",
      "start_s": 16.23,
      "end_s": 16.73,
      "text_en": "HRC.",
      "text_native": "HRC."
    },
    {
      "ucid": "21112178852432971",
      "idx": 14,
      "speaker": "agent",
      "start_s": 17.13,
      "end_s": 17.53,
      "text_en": "HR?",
      "text_native": "HR?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 15,
      "speaker": "customer",
      "start_s": 17.63,
      "end_s": 18.43,
      "text_en": "Hmm. Hot rolled.",
      "text_native": "हम्म। Hot rolled."
    },
    {
      "ucid": "21112178852432971",
      "idx": 16,
      "speaker": "agent",
      "start_s": 18.53,
      "end_s": 20.03,
      "text_en": "In HR, sir, it starts from 1.6.",
      "text_native": "HR में सर 1.6 से चालू होता है।"
    },
    {
      "ucid": "21112178852432971",
      "idx": 17,
      "speaker": "customer",
      "start_s": 20.13,
      "end_s": 20.63,
      "text_en": "1.4?",
      "text_native": "1.4?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 18,
      "speaker": "agent",
      "start_s": 20.73,
      "end_s": 23.83,
      "text_en": "No, we don't keep 1.4, sir. In prime, it will start from 1.6. 1.4 comes in rolling mill.",
      "text_native": "नहीं 1.4 नहीं रखते सर हम। Prime में 1.6 से चालू होगा। 1.4 rolling mill में आता है।"
    },
    {
      "ucid": "21112178852432971",
      "idx": 19,
      "speaker": "customer",
      "start_s": 24.23,
      "end_s": 26.53,
      "text_en": "Oh, okay. No, my requirement was for 1.4 only right now.",
      "text_native": "अच्छा अच्छा। नहीं मेरा requirement 1.4 का ही था अभी।"
    },
    {
      "ucid": "21112178852432971",
      "idx": 20,
      "speaker": "agent",
      "start_s": 26.63,
      "end_s": 28.03,
      "text_en": "Okay. No, 1.4 will not be available.",
      "text_native": "अच्छा। नहीं 1.4 तो नहीं मिलेगा।"
    },
    {
      "ucid": "21112178852432971",
      "idx": 21,
      "speaker": "customer",
      "start_s": 28.13,
      "end_s": 28.53,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178852432971",
      "idx": 22,
      "speaker": "unknown",
      "start_s": 28.63,
      "end_s": 30.83,
      "text_en": "Hey brother, we have to write its weight, right?",
      "text_native": "अरे भैया इसका वजन वजन लिखने का ही है ना?"
    },
    {
      "ucid": "21112178852432971",
      "idx": 23,
      "speaker": "customer",
      "start_s": 31.53,
      "end_s": 31.93,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178852432971",
      "idx": 24,
      "speaker": "agent",
      "start_s": 32.33,
      "end_s": 32.73,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178852432971",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178852432971",
      "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 provide a supply or price hook, instead opening with 'Do you have any requirement in sheet metals etc.?'"
    },
    {
      "ucid": "21112178852432971",
      "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 immediately stated a requirement, and the agent did not attempt to learn more about their business."
    },
    {
      "ucid": "21112178852432971",
      "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": "21112178852432971",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent only captured thickness and grade, failing to ask for width, quantity, or location before ending the inquiry."
    },
    {
      "ucid": "21112178852432971",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was ended with 'Thank you' after confirming no stock, with no alternative or next step proposed."
    }
  ],
  "objections": [],
  "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": []
}