{
  "ucid": "21112178876286381",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 12:04:23",
  "end_time": "2026-09-07 12:05:46",
  "duration_sec": 83,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0fba8d22df9d61e56b029caacc88a6a4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 755,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178876286381__DIA0fba8d22df9d61e56b029caacc88a6a4.mp3",
  "audio_bytes": 148824,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 49.608,
  "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] AGENT: Yeah Wasim ji, Abdul speaking, sir, from JSW.   (या वसीम जी, अब्दुल बात कर रहा हूं सर JSW से।)\n[4s] CUSTOMER: Yes, give me a minute.   (हां, एक मिनट देता हूं।)\n[5s] AGENT: Hmm.   (हम्म।)\n[6s] CUSTOMER: JSW, you?   (JSW आप?)\n[7s] AGENT: Hello.   (हेलो।)\n[8s] CUSTOMER: Hello.   (हेलो।)\n[9s] AGENT: Yes Wasim ji, Abdul speaking from JSW.   (हां वसीम जी, अब्दुल बात कर रहा हूं JSW से।)\n[10s] CUSTOMER: Yes, tell me.   (हां, बोलो।)\n[11s] AGENT: Sir, is it finalized? You were saying you would tell me about some order, one point six will be available. It's available now. Do you have any requirement now?   (सर, फाइनल हुआ क्या? बोल रहे थे कुछ ऑर्डर-ऑर्डर बताएंगे आपको, one point six आ जाएगा। अभी अवेलेबल है। अभी कुछ रिक्वायरमेंट है?)\n[15s] CUSTOMER: No sir, I found a party from Aurangabad, he is giving me material regularly.   (नहीं सर, एक औरंगाबाद का एक पार्टी मिला है, वो माल दे रहा है मेरेको रेगुलर।)\n[18s] AGENT: Oh, so you will take the material from him only?   (अच्छा, तो उसी से माल लेंगे क्या आप?)\n[20s] CUSTOMER: Yes, he gave it at that rate. I took chequered plate from him and also HR sheet.   (हां, वो दिए उन्होंने रेट में। चेकर प्लेट भी लिया उनके पास से और HR शीट भी लिया।)\n[23s] AGENT: What is his name?   (क्या नाम है उसका?)\n[24s] CUSTOMER: Uh, what do you call it, uh, Siddharth Bangul.   (अह क्या बोलते हैं, अह सिद्धार्थ बंगुल।)\n[26s] AGENT: Alright sir, okay okay. If there's anything, let me know, I will also help, okay?   (ठीक है सर, ओके ओके। कुछ होगा तो बताइएगा, मैं भी हेल्प कर दूंगा, ठीक है?)\n[30s] CUSTOMER: Yes, that will work.   (हां, चलेगा।)\n[30s] AGENT: Alright sir.   (ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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": 6.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they have a new supplier, don't give up. Acknowledge their new relationship but try to win a small trial order by highlighting a specific benefit like our delivery speed or guaranteed quality.",
  "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 agent called to follow up on a material (1.6mm) that is now in stock. The customer informed the agent that they have found a new, regular supplier and have no current requirement. The agent asked for the competitor's name but did not attempt to overcome the objection and closed the call without a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yeah Wasim ji, Abdul speaking, sir, from JSW.\", \"comment\": \"Agent correctly identified himself, the company, and used the customer's name; the customer then gave implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"one point six... It's available now.\", \"comment\": \"As this was a follow-up call, the agent correctly led with the supply signal that was the reason for the call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Agent did not attempt any discovery questions after the customer's initial objection, only asking for the competitor's name.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched to counter the customer's objection or create value.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement now?\", \"comment\": \"Agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The closing was passive ('If there's anything, let me know') and did not establish a committed next action.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they have a new supplier, don't give up. Acknowledge their new relationship but try to win a small trial order by highlighting a specific benefit like our delivery speed or guaranteed quality.\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"No sir, I found a party from Aurangabad, he is giving me material regularly.\", \"response\": \"Oh, so you will take the material from him only?\"}], \"call_summary\": \"The agent called to follow up on a material (1.6mm) that is now in stock. The customer informed the agent that they have found a new, regular supplier and have no current requirement. The agent asked for the competitor's name but did not attempt to overcome the objection and closed the call without a firm next step.\"}",
  "error": null,
  "latency_ms": 40968,
  "input_tokens": 3114,
  "output_tokens": 820,
  "created_at": "2026-09-25 11:26:41",
  "sentiment": "neutral",
  "sentiment_score": -0.067,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.526,
  "agent_talk_sec": 13.0,
  "customer_talk_sec": 11.7,
  "dead_air_sec": 58.3,
  "longest_monologue_sec": 4.1,
  "agent_wpm": 360.0,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 9,
  "discovery_qs": 6,
  "words_agent": 78,
  "words_customer": 56,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178876286381",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.3,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178876286381",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 1.8,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178876286381",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 3.64,
      "text_en": "Yeah Wasim ji, Abdul speaking, sir, from JSW.",
      "text_native": "या वसीम जी, अब्दुल बात कर रहा हूं सर JSW से।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.94,
      "end_s": 4.64,
      "text_en": "Yes, give me a minute.",
      "text_native": "हां, एक मिनट देता हूं।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.14,
      "end_s": 5.44,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.7,
      "text_en": "JSW, you?",
      "text_native": "JSW आप?"
    },
    {
      "ucid": "21112178876286381",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.1,
      "end_s": 7.5,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.1,
      "end_s": 8.4,
      "text_en": "Hello.",
      "text_native": "हेलो।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 8,
      "speaker": "agent",
      "start_s": 8.6,
      "end_s": 10.0,
      "text_en": "Yes Wasim ji, Abdul speaking from JSW.",
      "text_native": "हां वसीम जी, अब्दुल बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 9,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 10.6,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलो।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 10,
      "speaker": "agent",
      "start_s": 10.7,
      "end_s": 14.8,
      "text_en": "Sir, is it finalized? You were saying you would tell me about some order, one point six will be available. It's available now. Do you have any requirement now?",
      "text_native": "सर, फाइनल हुआ क्या? बोल रहे थे कुछ ऑर्डर-ऑर्डर बताएंगे आपको, one point six आ जाएगा। अभी अवेलेबल है। अभी कुछ रिक्वायरमेंट है?"
    },
    {
      "ucid": "21112178876286381",
      "idx": 11,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 18.3,
      "text_en": "No sir, I found a party from Aurangabad, he is giving me material regularly.",
      "text_native": "नहीं सर, एक औरंगाबाद का एक पार्टी मिला है, वो माल दे रहा है मेरेको रेगुलर।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 19.4,
      "text_en": "Oh, so you will take the material from him only?",
      "text_native": "अच्छा, तो उसी से माल लेंगे क्या आप?"
    },
    {
      "ucid": "21112178876286381",
      "idx": 13,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 22.5,
      "text_en": "Yes, he gave it at that rate. I took chequered plate from him and also HR sheet.",
      "text_native": "हां, वो दिए उन्होंने रेट में। चेकर प्लेट भी लिया उनके पास से और HR शीट भी लिया।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 23.5,
      "text_en": "What is his name?",
      "text_native": "क्या नाम है उसका?"
    },
    {
      "ucid": "21112178876286381",
      "idx": 15,
      "speaker": "customer",
      "start_s": 23.9,
      "end_s": 26.2,
      "text_en": "Uh, what do you call it, uh, Siddharth Bangul.",
      "text_native": "अह क्या बोलते हैं, अह सिद्धार्थ बंगुल।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 16,
      "speaker": "agent",
      "start_s": 26.4,
      "end_s": 29.2,
      "text_en": "Alright sir, okay okay. If there's anything, let me know, I will also help, okay?",
      "text_native": "ठीक है सर, ओके ओके। कुछ होगा तो बताइएगा, मैं भी हेल्प कर दूंगा, ठीक है?"
    },
    {
      "ucid": "21112178876286381",
      "idx": 17,
      "speaker": "customer",
      "start_s": 29.6,
      "end_s": 30.3,
      "text_en": "Yes, that will work.",
      "text_native": "हां, चलेगा।"
    },
    {
      "ucid": "21112178876286381",
      "idx": 18,
      "speaker": "agent",
      "start_s": 30.5,
      "end_s": 31.0,
      "text_en": "Alright sir.",
      "text_native": "ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178876286381",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Yeah Wasim ji, Abdul speaking, sir, from JSW.",
      "comment": "Agent correctly identified himself, the company, and used the customer's name; the customer then gave implicit permission to proceed."
    },
    {
      "ucid": "21112178876286381",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "one point six... It's available now.",
      "comment": "As this was a follow-up call, the agent correctly led with the supply signal that was the reason for the call."
    },
    {
      "ucid": "21112178876286381",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "Agent did not attempt any discovery questions after the customer's initial objection, only asking for the competitor's name."
    },
    {
      "ucid": "21112178876286381",
      "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 to counter the customer's objection or create value."
    },
    {
      "ucid": "21112178876286381",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement now?",
      "comment": "Agent successfully asked if a current requirement exists, which is the primary goal of this step."
    },
    {
      "ucid": "21112178876286381",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The closing was passive ('If there's anything, let me know') and did not establish a committed next action."
    }
  ],
  "objections": [
    {
      "ucid": "21112178876286381",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "No sir, I found a party from Aurangabad, he is giving me material regularly.",
      "response": "Oh, so you will take the material from him only?"
    }
  ],
  "missed_steps": [
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}