{
  "ucid": "21112178877620682",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 15:46:46",
  "end_time": "2026-09-07 15:48:13",
  "duration_sec": 87,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA848bf69eceace860c25f45dbc49db0a8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 706,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178877620682__DIA848bf69eceace860c25f45dbc49db0a8.mp3",
  "audio_bytes": 204984,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 68.328,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello.   (हेलो)\n[2s] CUSTOMER: Yes, speak.   (हां बोलिए)\n[2s] AGENT: Uh sir, was anything finalized for your plate?   (ए सर जी कोई फाइनल हुआ आपका प्लेट का?)\n[5s] CUSTOMER: For the plate, no it wasn't. The rate is not there.   (प्लेट का नहीं हुआ ना, रेट का तो नहीं रहा।)\n[7s] AGENT: Sir, okay, now tell me this, don't feel bad about what I say, okay?   (सर जी अच्छा अब ये बताइए आप बुरा मत मानिएगा मेरे बात को, ठीक है?)\n[9s] CUSTOMER: Hmm.   (हम्म।)\n[10s] AGENT: Since you have been thinking, sir, tell me how many rupees the rate has changed, sir, tell me.   (जब से सर आप सोच रहे हैं तब से बताइए रेट कितना रुपए चेंज हुआ है सर बताइए आप मेरे बात को।)\n[13s] CUSTOMER: But the work will be on quantity, you say, so there should be something in the rate too, right?   (अरे तो क्वांटिटी पे काम होगा आप बोलते हैं तो रेट में तो भी कुछ होना चाहिए ना।)\n[15s] AGENT: No sir, it's not that much, sir. As much as I can understand. I don't have as much experience as you, sir. As much experience as you have. But as much as I have also, as much as I have sold in the market for one or two years, I know this much, sir, that JSW doesn't make that much margin, sir. I am telling you, we have sold five-five hundred tons, I mean. So sir, the difference is of two-three hundred, sir. You say one-two rupees, that much, we didn't even know that much, it has never been sold for that much in my opinion. It might happen according to you.   (नहीं सर इतना नहीं होता है सर। जितना मैं मैं समझ पा रहा हूं। मैं आपके इतना तो एक्सपीरियंस मेरा नहीं है सर। जितना आपका एक्सपीरियंस है। बट जितना मैं भी जितना एक दो साल से बेचा हूं मार्केट में, मुझे इतना पता है सर जेएसडब्ल्यू उतना मार्जिन नहीं बनाता है सर। मैं बता रहा हूं पांच-पांच सौ टन हम लोग बेचे हैं मतलब। तो सर फरक पड़ता है दो-तीन सौ का सर। आप बोलते हैं एक-दो रुपए, इतना तो इतना हम भी नहीं जानते थे, इतना तो कभी बिका ही नहीं मेरे हिसाब से। आपके अकॉर्डिंग होता होगा।)\n[27s] CUSTOMER: Listen, I'll have a final talk once, then I'll discuss with you.   (सुनिए ना, एक बार फाइनल बात करता हूं फिर आपसे डिस्कस करता हूं।)\n[30s] AGENT: No, no, what happens, sir, okay you tell me, if it were possible, why wouldn't we give it, sir, are you understanding? It's not our own company, is it? If it were possible, why wouldn't we give it, right sir?   (नहीं नहीं जो होता ना सर अच्छा आप बताइए अगर होता तो सर हम लोग क्यों नहीं देते समझ रहे हैं? हमारा खुद का कंपनी थोड़ी है, है की नहीं? अगर होता तो क्यों नहीं देते, है की नहीं सर?)\n[35s] CUSTOMER: I understood, I can understand. I am not, I am not saying this either, that you have to go out of your way to do the work.   (समझ गया, समझ सकता हूं। मैं आपको मैं ऐसा नहीं ऐसा भी नहीं बोल रहा हूं कि आपको आउट ऑफ द वे जाके काम करना है।)\n[38s] AGENT: Hmm.   (हम्म।)\n[39s] CUSTOMER: I'll discuss it once, then I'll tell you.   (एक बार डिस्कस करता हूं फिर मैं आपको बताता हूं।)\n[40s] AGENT: Yes, tell me.   (हां बताइए।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's side, but it does not impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 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": "On follow-up calls, do not get drawn into a price argument; instead, regain control by asking discovery questions and always close with a specific, committed next step.",
  "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 followed up on a previous discussion about 'plate'. The customer objected to the price, stating it was too high for the intended quantity. The agent became defensive about JSW's margins and failed to steer the conversation. The call ended with the customer promising to \"discuss and get back,\" with no concrete next step established by the agent.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not greet professionally, identify themself or JSW One, or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call began as a follow-up negotiation, skipping any form of hook to generate interest.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was purely a price negotiation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only defended the price by discussing JSW's margin structure.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"While the call was about a known requirement, the agent did not re-qualify it or capture any specific details on this call.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: I'll discuss it once, then I'll tell you. AGENT: Yes, tell me.\", \"comment\": \"The agent allowed the customer to end the call with a vague promise, without committing to a specific next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"On follow-up calls, do not get drawn into a price argument; instead, regain control by asking discovery questions and always close with a specific, committed next step.\", \"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\": \"The rate is not there.\", \"response\": \"No sir, it's not that much, sir... JSW doesn't make that much margin, sir.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I'll discuss it once, then I'll tell you.\", \"response\": \"Yes, tell me.\"}], \"call_summary\": \"The agent followed up on a previous discussion about 'plate'. The customer objected to the price, stating it was too high for the intended quantity. The agent became defensive about JSW's margins and failed to steer the conversation. The call ended with the customer promising to \\\"discuss and get back,\\\" with no concrete next step established by the agent.\"}",
  "error": null,
  "latency_ms": 42509,
  "input_tokens": 3405,
  "output_tokens": 859,
  "created_at": "2026-09-25 11:24:28",
  "sentiment": "negative",
  "sentiment_score": -0.257,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.666,
  "agent_talk_sec": 25.5,
  "customer_talk_sec": 12.8,
  "dead_air_sec": 48.7,
  "longest_monologue_sec": 11.5,
  "agent_wpm": 470.6,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 200,
  "words_customer": 80,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178877620682",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello.",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178877620682",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.67,
      "end_s": 2.2,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए"
    },
    {
      "ucid": "21112178877620682",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 4.3,
      "text_en": "Uh sir, was anything finalized for your plate?",
      "text_native": "ए सर जी कोई फाइनल हुआ आपका प्लेट का?"
    },
    {
      "ucid": "21112178877620682",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.59,
      "end_s": 6.29,
      "text_en": "For the plate, no it wasn't. The rate is not there.",
      "text_native": "प्लेट का नहीं हुआ ना, रेट का तो नहीं रहा।"
    },
    {
      "ucid": "21112178877620682",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.59,
      "end_s": 9.19,
      "text_en": "Sir, okay, now tell me this, don't feel bad about what I say, okay?",
      "text_native": "सर जी अच्छा अब ये बताइए आप बुरा मत मानिएगा मेरे बात को, ठीक है?"
    },
    {
      "ucid": "21112178877620682",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.29,
      "end_s": 9.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178877620682",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.6,
      "end_s": 12.8,
      "text_en": "Since you have been thinking, sir, tell me how many rupees the rate has changed, sir, tell me.",
      "text_native": "जब से सर आप सोच रहे हैं तब से बताइए रेट कितना रुपए चेंज हुआ है सर बताइए आप मेरे बात को।"
    },
    {
      "ucid": "21112178877620682",
      "idx": 7,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 15.3,
      "text_en": "But the work will be on quantity, you say, so there should be something in the rate too, right?",
      "text_native": "अरे तो क्वांटिटी पे काम होगा आप बोलते हैं तो रेट में तो भी कुछ होना चाहिए ना।"
    },
    {
      "ucid": "21112178877620682",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 26.8,
      "text_en": "No sir, it's not that much, sir. As much as I can understand. I don't have as much experience as you, sir. As much experience as you have. But as much as I have also, as much as I have sold in the market for one or two years, I know this much, sir, that JSW doesn't make that much margin, sir. I am telling you, we have sold five-five hundred tons, I mean. So sir, the difference is of two-three hundred, sir. You say one-two rupees, that much, we didn't even know that much, it has never been sold for that much in my opinion. It might happen according to you.",
      "text_native": "नहीं सर इतना नहीं होता है सर। जितना मैं मैं समझ पा रहा हूं। मैं आपके इतना तो एक्सपीरियंस मेरा नहीं है सर। जितना आपका एक्सपीरियंस है। बट जितना मैं भी जितना एक दो साल से बेचा हूं मार्केट में, मुझे इतना पता है सर जेएसडब्ल्यू उतना मार्जिन नहीं बनाता है सर। मैं बता रहा हूं पांच-पांच सौ टन हम लोग बेचे हैं मतलब। तो सर फरक पड़ता है दो-तीन सौ का सर। आप बोलते हैं एक-दो रुपए, इतना तो इतना हम भी नहीं जानते थे, इतना तो कभी बिका ही नहीं मेरे हिसाब से। आपके अकॉर्डिंग होता होगा।"
    },
    {
      "ucid": "21112178877620682",
      "idx": 9,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 29.5,
      "text_en": "Listen, I'll have a final talk once, then I'll discuss with you.",
      "text_native": "सुनिए ना, एक बार फाइनल बात करता हूं फिर आपसे डिस्कस करता हूं।"
    },
    {
      "ucid": "21112178877620682",
      "idx": 10,
      "speaker": "agent",
      "start_s": 29.5,
      "end_s": 34.8,
      "text_en": "No, no, what happens, sir, okay you tell me, if it were possible, why wouldn't we give it, sir, are you understanding? It's not our own company, is it? If it were possible, why wouldn't we give it, right sir?",
      "text_native": "नहीं नहीं जो होता ना सर अच्छा आप बताइए अगर होता तो सर हम लोग क्यों नहीं देते समझ रहे हैं? हमारा खुद का कंपनी थोड़ी है, है की नहीं? अगर होता तो क्यों नहीं देते, है की नहीं सर?"
    },
    {
      "ucid": "21112178877620682",
      "idx": 11,
      "speaker": "customer",
      "start_s": 34.8,
      "end_s": 38.3,
      "text_en": "I understood, I can understand. I am not, I am not saying this either, that you have to go out of your way to do the work.",
      "text_native": "समझ गया, समझ सकता हूं। मैं आपको मैं ऐसा नहीं ऐसा भी नहीं बोल रहा हूं कि आपको आउट ऑफ द वे जाके काम करना है।"
    },
    {
      "ucid": "21112178877620682",
      "idx": 12,
      "speaker": "agent",
      "start_s": 38.4,
      "end_s": 38.6,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178877620682",
      "idx": 13,
      "speaker": "customer",
      "start_s": 38.6,
      "end_s": 40.3,
      "text_en": "I'll discuss it once, then I'll tell you.",
      "text_native": "एक बार डिस्कस करता हूं फिर मैं आपको बताता हूं।"
    },
    {
      "ucid": "21112178877620682",
      "idx": 14,
      "speaker": "agent",
      "start_s": 40.5,
      "end_s": 41.0,
      "text_en": "Yes, tell me.",
      "text_native": "हां बताइए।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178877620682",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not greet professionally, identify themself or JSW One, or ask for permission to speak."
    },
    {
      "ucid": "21112178877620682",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call began as a follow-up negotiation, skipping any form of hook to generate interest."
    },
    {
      "ucid": "21112178877620682",
      "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 conversation was purely a price negotiation."
    },
    {
      "ucid": "21112178877620682",
      "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; the agent only defended the price by discussing JSW's margin structure."
    },
    {
      "ucid": "21112178877620682",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "While the call was about a known requirement, the agent did not re-qualify it or capture any specific details on this call."
    },
    {
      "ucid": "21112178877620682",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: I'll discuss it once, then I'll tell you. AGENT: Yes, tell me.",
      "comment": "The agent allowed the customer to end the call with a vague promise, without committing to a specific next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178877620682",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "The rate is not there.",
      "response": "No sir, it's not that much, sir... JSW doesn't make that much margin, sir."
    },
    {
      "ucid": "21112178877620682",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "I'll discuss it once, then I'll tell you.",
      "response": "Yes, tell me."
    }
  ],
  "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": []
}