{
  "ucid": "21112178876279751",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 12:03:17",
  "end_time": "2026-09-07 12:05:26",
  "duration_sec": 129,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA052ac9112c2995b673023112651d261a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 756,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178876279751__DIA052ac9112c2995b673023112651d261a.mp3",
  "audio_bytes": 275184,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 91.728,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello, am I talking to Mr. Ravindra Kumar?\n[4s] CUSTOMER: Speak, who is it?   (बोलिए कौन?)\n[5s] AGENT: Ravindra Kumar, this is Jeevan. I am calling from the JSW One platform.   (रविंद्र कुमार, this is जीवन। मैं JSW One प्लॅटफॉर्म से बात कर रहा हूं।)\n[8s] AGENT: Speak. Do you have any requirement for steel HR CR coil right now? Coil or sheet?   (बोलिए। इसका आपका अभी कोई steel HR CR coil का कुछ requirement है? Coil या sheet?)\n[12s] CUSTOMER: There is a requirement, sir, but you are quoting a high price.   (Requirement है सर लेकिन price ज्यादा बता रहे हैं आप।)\n[16s] AGENT: Price sir, we quote the market price only.   (Price सर हम तो महा price market price में ही बोलते हैं।)\n[19s] CUSTOMER: No. What is the price of HR sheet now in 3 mm?   (नहीं। कितना है सर HR sheet का price अभी 3 mm में?)\n[22s] AGENT: For what?   (किसका?)\n[23s] CUSTOMER: HR sheet. I need four by fourteen feet. 4 by 14.6.   (HR sheet। चार बाई चौदा फीट चाहिए। 4 by 14.6.)\n[27s] AGENT: Yes, one second, one second. 3 mm thickness and?   (हां एक सेकंड एक सेकंड। 3 mm thickness और?)\n[30s] CUSTOMER: The size is 4 by 14.6.   (Size आके 4 by 14.6.)\n[33s] AGENT: Sir, I didn't understand. Okay, I'll do one thing, this is your WhatsApp number, right?   (सर नहीं समझा। ठीक है एक काम करता हूं मैं आपके ये WhatsApp नंबर है ना?)\n[35s] CUSTOMER: Yes.   (हां।)\n[36s] AGENT: Yes, okay. I'll send a text on WhatsApp. Sir, please write it down in that. I will tell the category team and get the price for you.   (हां ठीक है। मैं WhatsApp में एक text डालता हूं। सर जरा आप उसमें लिख के दे दीजिए। मैं category team को बता के price में लेके दे देता हूं आपको।)\n[41s] CUSTOMER: Okay, fine.   (Okay, ठीक है।)\n[42s] AGENT: Okay. Sir, what do you do? Is it for your own use or   (Okay. सर आप क्या करते हो? आपका खुद का use के लिए या)\n[44s] CUSTOMER: I have a manufacturing unit, sir. For tractor trailers and water tanks.   (मेरा manufacturing है सर मेरा। Tractor trailer का और water tank का।)\n[46s] AGENT: Water pump.\n[48s] CUSTOMER: We make water tankers.   (Water tanker बनाते हैं।)\n[48s] AGENT: Oh, for water tankers, okay, okay. And for trailers.   (अच्छा water tanker का, अच्छा अच्छा। और trailer का।)\n[50s] CUSTOMER: Hmm, for trailers.   (हम्म trailer का।)\n[51s] AGENT: Yes, yes, okay, okay. Sir, is it your own company or are you   (हां हां ठीक है ठीक है। सर आपका ही company है क्या कि आप)\n[52s] CUSTOMER: Yes, it's mine, sir. It's mine.   (हां मेरा ही है सर। मेरा ही है।)\n[54s] AGENT: It's your own company. Okay, okay. No problem.   (आपका ही company है। ठीक है ठीक है। कोई बात नहीं।)\n[56s] AGENT: Okay sir, so I will send you a text on WhatsApp. Please reply to it.   (ठीक है सर तो मैं आपको WhatsApp में एक text डाल देता हूं। आप जरा उसमें reply कर दीजिए।)\n[59s] CUSTOMER: Okay, fine.   (Okay, ठीक है।)\n[60s] AGENT: Okay sir, thank you. Thank you sir.\n[62s] CUSTOMER: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 29,
  "connected": 1,
  "audio_notes": "clear: There is some background noise and chatter on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "29 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 the customer immediately brings up price, you must pivot back to the script. Handle the objection by asking discovery questions to understand their business and total cost before you get into a line-item price discussion.",
  "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, a manufacturer of tractor trailers and water tankers, stated an immediate requirement for 3mm HR sheet but opened with a price objection. The agent did not handle the objection, failed to understand the customer's specified dimensions, and ended the call by asking the customer to detail the requirement over WhatsApp to get a price.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, am I talking to Mr. Ravindra Kumar?\", \"comment\": \"Agent identified self and customer but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for steel HR CR coil right now? Coil or sheet?\", \"comment\": \"Agent skipped the hook and jumped directly to asking for a requirement, losing control of the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"Sir, what do you do? Is it for your own use or\", \"comment\": \"Agent only asked what the customer manufactures and their end application (2/6 questions), which is below the 'partial' threshold.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs at any point in the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I didn't understand.\", \"comment\": \"Agent failed to capture the specific requirement details (size) and deferred to WhatsApp instead of clarifying.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll send a text on WhatsApp. Sir, please write it down in that.\", \"comment\": \"The next step was not a committed action (like a quote by a specific time) but rather a request for the customer to do more work.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer immediately brings up price, you must pivot back to the script. Handle the objection by asking discovery questions to understand their business and total cost before you get into a line-item price discussion.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"There is a requirement, sir, but you are quoting a high price.\", \"response\": \"Price sir, we quote the market price only.\"}], \"call_summary\": \"The customer, a manufacturer of tractor trailers and water tankers, stated an immediate requirement for 3mm HR sheet but opened with a price objection. The agent did not handle the objection, failed to understand the customer's specified dimensions, and ended the call by asking the customer to detail the requirement over WhatsApp to get a price.\"}",
  "error": null,
  "latency_ms": 28464,
  "input_tokens": 3503,
  "output_tokens": 836,
  "created_at": "2026-09-25 11:26:33",
  "sentiment": "positive",
  "sentiment_score": 0.36,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 11,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.61,
  "agent_talk_sec": 34.7,
  "customer_talk_sec": 22.2,
  "dead_air_sec": 72.1,
  "longest_monologue_sec": 6.6,
  "agent_wpm": 285.3,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 14,
  "discovery_qs": 7,
  "words_agent": 165,
  "words_customer": 79,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178876279751",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.4,
      "end_s": 0.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178876279751",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.33,
      "end_s": 3.43,
      "text_en": "Hello, am I talking to Mr. Ravindra Kumar?",
      "text_native": "Hello, am I talking to Mr. Ravindra Kumar?"
    },
    {
      "ucid": "21112178876279751",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.77,
      "end_s": 4.27,
      "text_en": "Speak, who is it?",
      "text_native": "बोलिए कौन?"
    },
    {
      "ucid": "21112178876279751",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.69,
      "end_s": 7.5,
      "text_en": "Ravindra Kumar, this is Jeevan. I am calling from the JSW One platform.",
      "text_native": "रविंद्र कुमार, this is जीवन। मैं JSW One प्लॅटफॉर्म से बात कर रहा हूं।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.7,
      "end_s": 11.5,
      "text_en": "Speak. Do you have any requirement for steel HR CR coil right now? Coil or sheet?",
      "text_native": "बोलिए। इसका आपका अभी कोई steel HR CR coil का कुछ requirement है? Coil या sheet?"
    },
    {
      "ucid": "21112178876279751",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.64,
      "end_s": 15.46,
      "text_en": "There is a requirement, sir, but you are quoting a high price.",
      "text_native": "Requirement है सर लेकिन price ज्यादा बता रहे हैं आप।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 6,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 18.48,
      "text_en": "Price sir, we quote the market price only.",
      "text_native": "Price सर हम तो महा price market price में ही बोलते हैं।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 7,
      "speaker": "customer",
      "start_s": 18.51,
      "end_s": 21.45,
      "text_en": "No. What is the price of HR sheet now in 3 mm?",
      "text_native": "नहीं। कितना है सर HR sheet का price अभी 3 mm में?"
    },
    {
      "ucid": "21112178876279751",
      "idx": 8,
      "speaker": "agent",
      "start_s": 21.58,
      "end_s": 22.0,
      "text_en": "For what?",
      "text_native": "किसका?"
    },
    {
      "ucid": "21112178876279751",
      "idx": 9,
      "speaker": "customer",
      "start_s": 22.6,
      "end_s": 26.5,
      "text_en": "HR sheet. I need four by fourteen feet. 4 by 14.6.",
      "text_native": "HR sheet। चार बाई चौदा फीट चाहिए। 4 by 14.6."
    },
    {
      "ucid": "21112178876279751",
      "idx": 10,
      "speaker": "agent",
      "start_s": 26.8,
      "end_s": 29.5,
      "text_en": "Yes, one second, one second. 3 mm thickness and?",
      "text_native": "हां एक सेकंड एक सेकंड। 3 mm thickness और?"
    },
    {
      "ucid": "21112178876279751",
      "idx": 11,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 32.4,
      "text_en": "The size is 4 by 14.6.",
      "text_native": "Size आके 4 by 14.6."
    },
    {
      "ucid": "21112178876279751",
      "idx": 12,
      "speaker": "agent",
      "start_s": 33.0,
      "end_s": 34.8,
      "text_en": "Sir, I didn't understand. Okay, I'll do one thing, this is your WhatsApp number, right?",
      "text_native": "सर नहीं समझा। ठीक है एक काम करता हूं मैं आपके ये WhatsApp नंबर है ना?"
    },
    {
      "ucid": "21112178876279751",
      "idx": 13,
      "speaker": "customer",
      "start_s": 34.9,
      "end_s": 35.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 14,
      "speaker": "agent",
      "start_s": 35.5,
      "end_s": 40.5,
      "text_en": "Yes, okay. I'll send a text on WhatsApp. Sir, please write it down in that. I will tell the category team and get the price for you.",
      "text_native": "हां ठीक है। मैं WhatsApp में एक text डालता हूं। सर जरा आप उसमें लिख के दे दीजिए। मैं category team को बता के price में लेके दे देता हूं आपको।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 15,
      "speaker": "customer",
      "start_s": 40.6,
      "end_s": 41.5,
      "text_en": "Okay, fine.",
      "text_native": "Okay, ठीक है।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 16,
      "speaker": "agent",
      "start_s": 41.8,
      "end_s": 44.0,
      "text_en": "Okay. Sir, what do you do? Is it for your own use or",
      "text_native": "Okay. सर आप क्या करते हो? आपका खुद का use के लिए या"
    },
    {
      "ucid": "21112178876279751",
      "idx": 17,
      "speaker": "customer",
      "start_s": 44.0,
      "end_s": 46.5,
      "text_en": "I have a manufacturing unit, sir. For tractor trailers and water tanks.",
      "text_native": "मेरा manufacturing है सर मेरा। Tractor trailer का और water tank का।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 18,
      "speaker": "agent",
      "start_s": 46.5,
      "end_s": 47.5,
      "text_en": "Water pump.",
      "text_native": "Water pump."
    },
    {
      "ucid": "21112178876279751",
      "idx": 19,
      "speaker": "customer",
      "start_s": 47.5,
      "end_s": 48.5,
      "text_en": "We make water tankers.",
      "text_native": "Water tanker बनाते हैं।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 20,
      "speaker": "agent",
      "start_s": 48.5,
      "end_s": 50.5,
      "text_en": "Oh, for water tankers, okay, okay. And for trailers.",
      "text_native": "अच्छा water tanker का, अच्छा अच्छा। और trailer का।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 21,
      "speaker": "customer",
      "start_s": 50.5,
      "end_s": 51.0,
      "text_en": "Hmm, for trailers.",
      "text_native": "हम्म trailer का।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 22,
      "speaker": "agent",
      "start_s": 51.0,
      "end_s": 52.5,
      "text_en": "Yes, yes, okay, okay. Sir, is it your own company or are you",
      "text_native": "हां हां ठीक है ठीक है। सर आपका ही company है क्या कि आप"
    },
    {
      "ucid": "21112178876279751",
      "idx": 23,
      "speaker": "customer",
      "start_s": 52.5,
      "end_s": 54.0,
      "text_en": "Yes, it's mine, sir. It's mine.",
      "text_native": "हां मेरा ही है सर। मेरा ही है।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 24,
      "speaker": "agent",
      "start_s": 54.0,
      "end_s": 55.5,
      "text_en": "It's your own company. Okay, okay. No problem.",
      "text_native": "आपका ही company है। ठीक है ठीक है। कोई बात नहीं।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 25,
      "speaker": "agent",
      "start_s": 55.5,
      "end_s": 59.0,
      "text_en": "Okay sir, so I will send you a text on WhatsApp. Please reply to it.",
      "text_native": "ठीक है सर तो मैं आपको WhatsApp में एक text डाल देता हूं। आप जरा उसमें reply कर दीजिए।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 26,
      "speaker": "customer",
      "start_s": 59.0,
      "end_s": 59.8,
      "text_en": "Okay, fine.",
      "text_native": "Okay, ठीक है।"
    },
    {
      "ucid": "21112178876279751",
      "idx": 27,
      "speaker": "agent",
      "start_s": 59.8,
      "end_s": 61.5,
      "text_en": "Okay sir, thank you. Thank you sir.",
      "text_native": "Okay sir, thank you. Thank you sir."
    },
    {
      "ucid": "21112178876279751",
      "idx": 28,
      "speaker": "customer",
      "start_s": 61.5,
      "end_s": 62.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178876279751",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Hello, am I talking to Mr. Ravindra Kumar?",
      "comment": "Agent identified self and customer but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178876279751",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for steel HR CR coil right now? Coil or sheet?",
      "comment": "Agent skipped the hook and jumped directly to asking for a requirement, losing control of the call."
    },
    {
      "ucid": "21112178876279751",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "Sir, what do you do? Is it for your own use or",
      "comment": "Agent only asked what the customer manufactures and their end application (2/6 questions), which is below the 'partial' threshold."
    },
    {
      "ucid": "21112178876279751",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs at any point in the call."
    },
    {
      "ucid": "21112178876279751",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I didn't understand.",
      "comment": "Agent failed to capture the specific requirement details (size) and deferred to WhatsApp instead of clarifying."
    },
    {
      "ucid": "21112178876279751",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll send a text on WhatsApp. Sir, please write it down in that.",
      "comment": "The next step was not a committed action (like a quote by a specific time) but rather a request for the customer to do more work."
    }
  ],
  "objections": [
    {
      "ucid": "21112178876279751",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "There is a requirement, sir, but you are quoting a high price.",
      "response": "Price sir, we quote the market price only."
    }
  ],
  "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": []
}