{
  "ucid": "21112178877511331",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 15:28:33",
  "end_time": "2026-09-07 15:29:49",
  "duration_sec": 76,
  "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/DIA5db44159bf8b665e0cf91fb03d8aad78.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 717,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178877511331__DIA5db44159bf8b665e0cf91fb03d8aad78.mp3",
  "audio_bytes": 192240,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 64.08,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello.   (हॅलो.)\n[3s] CUSTOMER: Hello?   (हॅलो?)\n[4s] AGENT: Hello, am I speaking with Dimension Engineers?   (हॅलो, डायमेंशन इंजीनियर्स से बात कर रहे हैं?)\n[6s] CUSTOMER: Yes.   (हां।)\n[6s] AGENT: This is Abdul speaking, sir, from JSW One.   (ये अब्दुल बात कर रहा हूं सर, JSW One से।)\n[9s] CUSTOMER: Speak.   (बोलिए।)\n[9s] AGENT: Sir, is there any requirement for steel? Like what what   (सर, कुछ रिक्वायरमेंट है क्या स्टील में? लाइक क्या क्या)\n[11s] CUSTOMER: Oh, you people don't give it. We have had a discussion three times. I don't want to talk now.   (अरे वो आप लोग देते नहीं है। हमारा हो गया है तीन बार डिस्कशन। अभी बात नहीं करना है।)\n[14s] AGENT: No, no, give me time. You shouldn't be speaking like that, sir.   (नहीं नहीं टाइम दे दो। ऐसा ऐसा थोड़ी बोल रहे हैं सर आप।)\n[16s] CUSTOMER: Oh, it's done, man. I've had a discussion with your people three times. If a new person calls every week, why would we waste our time?   (अरे हो गया यार तीन बार आपके लोगों से डिस्कशन हो गया। हर हफ्ते कोई नया आदमी कॉल करेगा तो हम लोग थोड़ी टाइम वेस्ट करेंगे।)\n[20s] AGENT: So, do we waste time, sir?   (तो हम लोग टाइम वेस्ट करते हैं क्या सर?)\n[21s] CUSTOMER: Oh, three times your people said send an inquiry, I'll give you the material. It didn't come. That's why, just leave it now, let it be.   (अरे तीन बार आपके लोगों ने बोला इंक्वायरी भेजो, माल देता हूं। आया नहीं। इसके लिए अभी छोड़ दो, रहने दो।)\n[25s] AGENT: No, no, that's all fine, but don't speak like that. Not wanting to take it is a different thing, but speaking like this is wrong, isn't it?   (नहीं नहीं ठीक है वो सब बट ऐसा मत बोलिए। नहीं लेना अलग चीज है बट ऐसा बोल रहे हैं गलत चीज है ना वो चीज।)\n[28s] CUSTOMER: Yes.   (हां।)\n[28s] AGENT: Not wanting to take it is a different thing, but you are speaking wrongly, right? That you people are like this and that, that's not right, is it, sir?   (नहीं लेना अलग चीज है बट आप गलत बोल रहे हो ना, तुम लोग ऐसा वैसा, वो चीज सही नहीं है ना सर आप।)\n[31s] CUSTOMER: What is it?   (क्या है?)\n[32s] AGENT: You are saying you people are like this, you people don't give the material, leave it, leave it. It's not right to speak like that.   (आप बोल रहे हो तुम लोग ऐसा, तुम लोग माल नहीं देते हो, छोड़ो छोड़ो। ऐसा बोलना सही नहीं है ना।)\n[35s] CUSTOMER: Oh, three times your people themselves troubled me and arranged a meeting, did this, did that. Half the time you don't even have the material.   (अरे तीन बार आपके लोगों ने ही मेरेको परेशान करके मीटिंग कराया, ये कराया, वो कराया। आधे टाइम तो माल ही नहीं रहता है आपके पास।)\n[39s] AGENT: No, it's not like that, sir. It's okay, sir, no problem. Okay.   (नहीं, ऐसा नहीं है सर। ठीक है सर, कोई बात नहीं। ठीक है।)\n[41s] CUSTOMER: It's done, right? We've had three attempts. You are the fourth person.   (हो गया ना हमारा तीन अटेम्प्ट हो गए। आप चौथे आदमी हो।)\n[43s] AGENT: Okay sir.   (ठीक है सर।)\n[44s] CUSTOMER: Yes.   (जी।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: The customer is audibly frustrated, but the speech is clear enough for transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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 is frustrated with past service failures, acknowledge their frustration and focus on a solution instead of arguing about their tone.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "out_of_stock",
  "supply_details": "Customer states that on three previous occasions, material was promised after an inquiry but was not delivered, and complains 'Half the time you don't even have the material.'",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a manufacturing customer who was immediately hostile due to multiple past service failures with JSW One, where material was promised but never delivered. The agent became defensive, argued with the customer about their tone, and failed to address the core complaint. The customer refused to engage further, ending the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and the company but failed to ask for permission to speak, which is a critical part of this step.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead asking directly for a requirement which is not the prescribed flow.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was immediately derailed by a customer objection, which the agent then mishandled.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, is there any requirement for steel?\", \"comment\": \"The agent asked about a requirement but was immediately shut down and failed to probe further or capture any specific details.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step committed by either party.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is frustrated with past service failures, acknowledge their frustration and focus on a solution instead of arguing about their tone.\", \"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\": \"unknown\", \"supply_flag\": \"out_of_stock\", \"supply_details\": \"Customer states that on three previous occasions, material was promised after an inquiry but was not delivered, and complains 'Half the time you don't even have the material.'\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Oh, three times your people said send an inquiry, I'll give you the material. It didn't come. That's why, just leave it now, let it be.\", \"response\": \"No, no, that's all fine, but don't speak like that. Not wanting to take it is a different thing, but speaking like this is wrong, isn't it?\"}], \"call_summary\": \"The agent contacted a manufacturing customer who was immediately hostile due to multiple past service failures with JSW One, where material was promised but never delivered. The agent became defensive, argued with the customer about their tone, and failed to address the core complaint. The customer refused to engage further, ending the call.\"}",
  "error": null,
  "latency_ms": 34805,
  "input_tokens": 3477,
  "output_tokens": 849,
  "created_at": "2026-09-25 11:24:45",
  "sentiment": "negative",
  "sentiment_score": -0.382,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 8,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.508,
  "agent_talk_sec": 19.6,
  "customer_talk_sec": 19.0,
  "dead_air_sec": 37.4,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 425.5,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 12,
  "discovery_qs": 6,
  "words_agent": 139,
  "words_customer": 117,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178877511331",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.77,
      "end_s": 1.3,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178877511331",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.41,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178877511331",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.7,
      "end_s": 3.1,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178877511331",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.5,
      "end_s": 5.3,
      "text_en": "Hello, am I speaking with Dimension Engineers?",
      "text_native": "हॅलो, डायमेंशन इंजीनियर्स से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178877511331",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.6,
      "end_s": 5.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.3,
      "end_s": 8.2,
      "text_en": "This is Abdul speaking, sir, from JSW One.",
      "text_native": "ये अब्दुल बात कर रहा हूं सर, JSW One से।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.0,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.2,
      "end_s": 10.8,
      "text_en": "Sir, is there any requirement for steel? Like what what",
      "text_native": "सर, कुछ रिक्वायरमेंट है क्या स्टील में? लाइक क्या क्या"
    },
    {
      "ucid": "21112178877511331",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 13.5,
      "text_en": "Oh, you people don't give it. We have had a discussion three times. I don't want to talk now.",
      "text_native": "अरे वो आप लोग देते नहीं है। हमारा हो गया है तीन बार डिस्कशन। अभी बात नहीं करना है।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.5,
      "end_s": 15.2,
      "text_en": "No, no, give me time. You shouldn't be speaking like that, sir.",
      "text_native": "नहीं नहीं टाइम दे दो। ऐसा ऐसा थोड़ी बोल रहे हैं सर आप।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 19.6,
      "text_en": "Oh, it's done, man. I've had a discussion with your people three times. If a new person calls every week, why would we waste our time?",
      "text_native": "अरे हो गया यार तीन बार आपके लोगों से डिस्कशन हो गया। हर हफ्ते कोई नया आदमी कॉल करेगा तो हम लोग थोड़ी टाइम वेस्ट करेंगे।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 21.0,
      "text_en": "So, do we waste time, sir?",
      "text_native": "तो हम लोग टाइम वेस्ट करते हैं क्या सर?"
    },
    {
      "ucid": "21112178877511331",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.4,
      "end_s": 24.6,
      "text_en": "Oh, three times your people said send an inquiry, I'll give you the material. It didn't come. That's why, just leave it now, let it be.",
      "text_native": "अरे तीन बार आपके लोगों ने बोला इंक्वायरी भेजो, माल देता हूं। आया नहीं। इसके लिए अभी छोड़ दो, रहने दो।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 27.8,
      "text_en": "No, no, that's all fine, but don't speak like that. Not wanting to take it is a different thing, but speaking like this is wrong, isn't it?",
      "text_native": "नहीं नहीं ठीक है वो सब बट ऐसा मत बोलिए। नहीं लेना अलग चीज है बट ऐसा बोल रहे हैं गलत चीज है ना वो चीज।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 14,
      "speaker": "customer",
      "start_s": 27.8,
      "end_s": 28.2,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 15,
      "speaker": "agent",
      "start_s": 28.4,
      "end_s": 31.2,
      "text_en": "Not wanting to take it is a different thing, but you are speaking wrongly, right? That you people are like this and that, that's not right, is it, sir?",
      "text_native": "नहीं लेना अलग चीज है बट आप गलत बोल रहे हो ना, तुम लोग ऐसा वैसा, वो चीज सही नहीं है ना सर आप।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 16,
      "speaker": "customer",
      "start_s": 31.2,
      "end_s": 31.7,
      "text_en": "What is it?",
      "text_native": "क्या है?"
    },
    {
      "ucid": "21112178877511331",
      "idx": 17,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 34.6,
      "text_en": "You are saying you people are like this, you people don't give the material, leave it, leave it. It's not right to speak like that.",
      "text_native": "आप बोल रहे हो तुम लोग ऐसा, तुम लोग माल नहीं देते हो, छोड़ो छोड़ो। ऐसा बोलना सही नहीं है ना।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 18,
      "speaker": "customer",
      "start_s": 34.6,
      "end_s": 38.8,
      "text_en": "Oh, three times your people themselves troubled me and arranged a meeting, did this, did that. Half the time you don't even have the material.",
      "text_native": "अरे तीन बार आपके लोगों ने ही मेरेको परेशान करके मीटिंग कराया, ये कराया, वो कराया। आधे टाइम तो माल ही नहीं रहता है आपके पास।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 19,
      "speaker": "agent",
      "start_s": 38.8,
      "end_s": 40.8,
      "text_en": "No, it's not like that, sir. It's okay, sir, no problem. Okay.",
      "text_native": "नहीं, ऐसा नहीं है सर। ठीक है सर, कोई बात नहीं। ठीक है।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 20,
      "speaker": "customer",
      "start_s": 40.8,
      "end_s": 42.8,
      "text_en": "It's done, right? We've had three attempts. You are the fourth person.",
      "text_native": "हो गया ना हमारा तीन अटेम्प्ट हो गए। आप चौथे आदमी हो।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 21,
      "speaker": "agent",
      "start_s": 43.2,
      "end_s": 43.8,
      "text_en": "Okay sir.",
      "text_native": "ठीक है सर।"
    },
    {
      "ucid": "21112178877511331",
      "idx": 22,
      "speaker": "customer",
      "start_s": 44.2,
      "end_s": 44.6,
      "text_en": "Yes.",
      "text_native": "जी।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178877511331",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified himself and the company but failed to ask for permission to speak, which is a critical part of this step."
    },
    {
      "ucid": "21112178877511331",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a supply or price hook, instead asking directly for a requirement which is not the prescribed flow."
    },
    {
      "ucid": "21112178877511331",
      "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 call was immediately derailed by a customer objection, which the agent then mishandled."
    },
    {
      "ucid": "21112178877511331",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was done, and consequently no USPs were pitched."
    },
    {
      "ucid": "21112178877511331",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, is there any requirement for steel?",
      "comment": "The agent asked about a requirement but was immediately shut down and failed to probe further or capture any specific details."
    },
    {
      "ucid": "21112178877511331",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with no next step committed by either party."
    }
  ],
  "objections": [
    {
      "ucid": "21112178877511331",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "Oh, three times your people said send an inquiry, I'll give you the material. It didn't come. That's why, just leave it now, let it be.",
      "response": "No, no, that's all fine, but don't speak like that. Not wanting to take it is a different thing, but speaking like this is wrong, isn't it?"
    }
  ],
  "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": []
}