{
  "ucid": "21112178876250051",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 11:58:20",
  "end_time": "2026-09-07 12:00:03",
  "duration_sec": 103,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA05961dbcdcf44e762ace59965cae5960.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 758,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178876250051__DIA05961dbcdcf44e762ace59965cae5960.mp3",
  "audio_bytes": 226152,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 75.384,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Yes Manoj ji, hello.   (हाँ मनोज जी, नमस्ते।)\n[3s] CUSTOMER: Hello ji.   (नमस्ते जी।)\n[3s] AGENT: Rohit Rohit Mishra was speaking from JSW.   (रोहित रोहित मिश्रा बात कर रहा था JSW से।)\n[6s] CUSTOMER: Yes sir, tell me.   (हाँ सर, बताइए।)\n[7s] AGENT: Yes ji, yes ji. Has any requirement come up now? You had said it might come next month.   (हाँ जी हाँ जी। कुछ रिक्वायरमेंट आई है अभी? आपने कहा था शायद अगले महीने आएगी।)\n[10s] CUSTOMER: Sir, right now there was a requirement for SS.   (सर अभी तो SS की रिक्वायरमेंट थी।)\n[12s] AGENT: We are not doing SS right now. It's only in MS.   (SS हम लोग कर नहीं रहे अभी तो। सिर्फ MS में ही है।)\n[14s] CUSTOMER: You used to do it before?   (पहले करते थे?)\n[15s] AGENT: Yes, yes.   (हाँ हाँ।)\n[16s] CUSTOMER: Yes. Right now sir, I needed that, I needed some structure material, fifteen-sixteen ton.   (हाँ। अभी सर वो चाहिए था मेरे को, स्ट्रक्चर का कुछ मटेरियल चाहिए था पंद्रह-सोलह टन।)\n[19s] AGENT: Uh, what is it exactly? What is it? Is it angle channel?   (अह क्या है एक्जेक्टली? क्या है? एंगल चैनल है?)\n[21s] CUSTOMER: Uh, it's square pipe, sir.   (अह स्क्वायर पाइप है सर।)\n[22s] AGENT: Okay, it's square pipe. Okay.   (अच्छा, स्क्वायर पाइप है। ओके।)\n[24s] CUSTOMER: Will you be able to provide it?   (दे दोगे?)\n[24s] AGENT: Absolutely. Why wouldn't we? Where do you need it exactly?   (बिलकुल। क्यों नहीं कर देंगे? कहाँ पे चाहिए एक्जेक्टली?)\n[26s] CUSTOMER: I need this in Noida, I need it there in Noida or Ghaziabad.   (ये मेरे को नोएडा में, वहां चाहिए नोएडा या गाजियाबाद में।)\n[29s] AGENT: You mentioned two locations, either Greater Noida or Dadri.   (दो लोकेशन बताई या तो ग्रेटर नोएडा या तो दादरी।)\n[31s] AGENT: What will be the total tonnage? Fifteen-twenty ton?   (टोटल टनेज कितना होगा? पंद्रह-बीस टन?)\n[33s] CUSTOMER: Uh yes, it's around 18 ton.   (अह हाँ, 18 टन है अराउंड।)\n[34s] AGENT: Alright then.   (ठीक है ना।)\n[35s] CUSTOMER: They are also asking for Jindal and the like, by the way.   (वो मांग भी जिंदल वगैरह का ही रहे हैं वैसे तो।)\n[37s] AGENT: Hmm hmm. It must be someone else's.   (हम्म हम्म। किसी और का होता होगा।)\n[39s] AGENT: Okay.   (ठीक है।)\n[39s] CUSTOMER: I'll check.   (मैं चेक करता हूँ।)\n[40s] AGENT: Okay, I'll send it to you, sir.   (ठीक है, मैं भेजता हूँ ना सर आपको।)\n[41s] CUSTOMER: Yes yes, sure.   (हाँ हाँ, श्योर।)\n[42s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 28,
  "connected": 1,
  "audio_notes": "clear: Some background noise typical of a call center environment, but speech is clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "28 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": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "On follow-up calls, you must still perform discovery to understand the customer's business and pitch relevant USPs before committing to a quote.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "SS",
  "catalogue_status": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "This was a follow-up call where the customer first requested Stainless Steel, which the agent correctly stated is not offered. The customer then described an 18-ton requirement for MS square pipe in Noida. The agent confirmed serviceability but failed to perform discovery or pitch any USPs before agreeing to send a quote.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Rohit Rohit Mishra was speaking from JSW.\", \"comment\": \"Agent identified self, company, and used the customer's name; customer gave implicit permission to continue.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly for a requirement based on a prior call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the 6 required discovery questions about the customer's business profile.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent captured product type, quantity, and location, but failed to ask for critical specs like grade, thickness, and width.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay, I'll send it to you, sir.\", \"comment\": \"Agent committed to sending information/quote, and the customer agreed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"On follow-up calls, you must still perform discovery to understand the customer's business and pitch relevant USPs before committing to a quote.\", \"segment_detected\": \"unknown\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"SS\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"They are also asking for Jindal and the like, by the way.\", \"response\": \"Hmm hmm. It must be someone else's.\"}], \"call_summary\": \"This was a follow-up call where the customer first requested Stainless Steel, which the agent correctly stated is not offered. The customer then described an 18-ton requirement for MS square pipe in Noida. The agent confirmed serviceability but failed to perform discovery or pitch any USPs before agreeing to send a quote.\"}",
  "error": null,
  "latency_ms": 52758,
  "input_tokens": 3375,
  "output_tokens": 767,
  "created_at": "2026-09-25 11:27:02",
  "sentiment": "positive",
  "sentiment_score": 0.486,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.553,
  "agent_talk_sec": 19.9,
  "customer_talk_sec": 16.1,
  "dead_air_sec": 67.0,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 316.6,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 13,
  "discovery_qs": 8,
  "words_agent": 105,
  "words_customer": 85,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178876250051",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.3,
      "end_s": 1.0,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178876250051",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.29,
      "end_s": 2.39,
      "text_en": "Yes Manoj ji, hello.",
      "text_native": "हाँ मनोज जी, नमस्ते।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.59,
      "end_s": 3.1,
      "text_en": "Hello ji.",
      "text_native": "नमस्ते जी।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.26,
      "end_s": 5.04,
      "text_en": "Rohit Rohit Mishra was speaking from JSW.",
      "text_native": "रोहित रोहित मिश्रा बात कर रहा था JSW से।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.56,
      "end_s": 6.4,
      "text_en": "Yes sir, tell me.",
      "text_native": "हाँ सर, बताइए।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 9.54,
      "text_en": "Yes ji, yes ji. Has any requirement come up now? You had said it might come next month.",
      "text_native": "हाँ जी हाँ जी। कुछ रिक्वायरमेंट आई है अभी? आपने कहा था शायद अगले महीने आएगी।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.2,
      "end_s": 11.84,
      "text_en": "Sir, right now there was a requirement for SS.",
      "text_native": "सर अभी तो SS की रिक्वायरमेंट थी।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 14.04,
      "text_en": "We are not doing SS right now. It's only in MS.",
      "text_native": "SS हम लोग कर नहीं रहे अभी तो। सिर्फ MS में ही है।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.1,
      "end_s": 14.74,
      "text_en": "You used to do it before?",
      "text_native": "पहले करते थे?"
    },
    {
      "ucid": "21112178876250051",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 15.14,
      "text_en": "Yes, yes.",
      "text_native": "हाँ हाँ।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.7,
      "end_s": 19.0,
      "text_en": "Yes. Right now sir, I needed that, I needed some structure material, fifteen-sixteen ton.",
      "text_native": "हाँ। अभी सर वो चाहिए था मेरे को, स्ट्रक्चर का कुछ मटेरियल चाहिए था पंद्रह-सोलह टन।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.2,
      "end_s": 20.84,
      "text_en": "Uh, what is it exactly? What is it? Is it angle channel?",
      "text_native": "अह क्या है एक्जेक्टली? क्या है? एंगल चैनल है?"
    },
    {
      "ucid": "21112178876250051",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 22.0,
      "text_en": "Uh, it's square pipe, sir.",
      "text_native": "अह स्क्वायर पाइप है सर।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.1,
      "end_s": 23.1,
      "text_en": "Okay, it's square pipe. Okay.",
      "text_native": "अच्छा, स्क्वायर पाइप है। ओके।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 14,
      "speaker": "customer",
      "start_s": 23.5,
      "end_s": 24.0,
      "text_en": "Will you be able to provide it?",
      "text_native": "दे दोगे?"
    },
    {
      "ucid": "21112178876250051",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.2,
      "end_s": 26.2,
      "text_en": "Absolutely. Why wouldn't we? Where do you need it exactly?",
      "text_native": "बिलकुल। क्यों नहीं कर देंगे? कहाँ पे चाहिए एक्जेक्टली?"
    },
    {
      "ucid": "21112178876250051",
      "idx": 16,
      "speaker": "customer",
      "start_s": 26.3,
      "end_s": 28.8,
      "text_en": "I need this in Noida, I need it there in Noida or Ghaziabad.",
      "text_native": "ये मेरे को नोएडा में, वहां चाहिए नोएडा या गाजियाबाद में।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 17,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 30.8,
      "text_en": "You mentioned two locations, either Greater Noida or Dadri.",
      "text_native": "दो लोकेशन बताई या तो ग्रेटर नोएडा या तो दादरी।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.9,
      "end_s": 32.5,
      "text_en": "What will be the total tonnage? Fifteen-twenty ton?",
      "text_native": "टोटल टनेज कितना होगा? पंद्रह-बीस टन?"
    },
    {
      "ucid": "21112178876250051",
      "idx": 19,
      "speaker": "customer",
      "start_s": 32.6,
      "end_s": 34.0,
      "text_en": "Uh yes, it's around 18 ton.",
      "text_native": "अह हाँ, 18 टन है अराउंड।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 20,
      "speaker": "agent",
      "start_s": 34.2,
      "end_s": 34.8,
      "text_en": "Alright then.",
      "text_native": "ठीक है ना।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 21,
      "speaker": "customer",
      "start_s": 34.9,
      "end_s": 36.8,
      "text_en": "They are also asking for Jindal and the like, by the way.",
      "text_native": "वो मांग भी जिंदल वगैरह का ही रहे हैं वैसे तो।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 22,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 38.2,
      "text_en": "Hmm hmm. It must be someone else's.",
      "text_native": "हम्म हम्म। किसी और का होता होगा।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 23,
      "speaker": "agent",
      "start_s": 38.8,
      "end_s": 39.2,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 24,
      "speaker": "customer",
      "start_s": 39.3,
      "end_s": 39.9,
      "text_en": "I'll check.",
      "text_native": "मैं चेक करता हूँ।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 25,
      "speaker": "agent",
      "start_s": 40.0,
      "end_s": 41.2,
      "text_en": "Okay, I'll send it to you, sir.",
      "text_native": "ठीक है, मैं भेजता हूँ ना सर आपको।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 26,
      "speaker": "customer",
      "start_s": 41.4,
      "end_s": 42.0,
      "text_en": "Yes yes, sure.",
      "text_native": "हाँ हाँ, श्योर।"
    },
    {
      "ucid": "21112178876250051",
      "idx": 27,
      "speaker": "agent",
      "start_s": 42.2,
      "end_s": 42.6,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178876250051",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Rohit Rohit Mishra was speaking from JSW.",
      "comment": "Agent identified self, company, and used the customer's name; customer gave implicit permission to continue."
    },
    {
      "ucid": "21112178876250051",
      "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 asking directly for a requirement based on a prior call."
    },
    {
      "ucid": "21112178876250051",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the 6 required discovery questions about the customer's business profile."
    },
    {
      "ucid": "21112178876250051",
      "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."
    },
    {
      "ucid": "21112178876250051",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent captured product type, quantity, and location, but failed to ask for critical specs like grade, thickness, and width."
    },
    {
      "ucid": "21112178876250051",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay, I'll send it to you, sir.",
      "comment": "Agent committed to sending information/quote, and the customer agreed."
    }
  ],
  "objections": [
    {
      "ucid": "21112178876250051",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "They are also asking for Jindal and the like, by the way.",
      "response": "Hmm hmm. It must be someone else's."
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}