{
  "ucid": "21112178877878681",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 16:29:46",
  "end_time": "2026-09-07 16:30:51",
  "duration_sec": 65,
  "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/DIA3cfc3194876772aa0a02f98441beb2af.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 694,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178877878681__DIA3cfc3194876772aa0a02f98441beb2af.mp3",
  "audio_bytes": 128736,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 42.912,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello.   (हॅलो.)\n[2s] CUSTOMER: Hello.   (हॅलो.)\n[3s] CUSTOMER: Yes.   (हां.)\n[3s] AGENT: Yes, hello sir, this is Abdul speaking from JSW.   (जी नमस्कार सर, अब्दुल बात कर रहा हूं JSW से।)\n[6s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[6s] AGENT: Your company was registered, Maruti Industries Private Limited. So I called for that. Do you have any requirement for HRCR, sir?   (आपकी कंपनी है रजिस्टर्ड थी मारुति इंडस्ट्रीज प्राइवेट लिमिटेड। तो उसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या सर आपको HRCR में?)\n[11s] CUSTOMER: It's regular, sir.   (रेगुलर रहता है सर का सर।)\n[12s] AGENT: If you have any order, please tell me, sir.   (कुछ ऑर्डर है तो बताइए सर।)\n[13s] CUSTOMER: What sir?   (क्या सर?)\n[14s] CUSTOMER: I will send you the enquiry on email.   (मैं ईमेल पे इंक्वायरी डाल देता हूं आपको।)\n[15s] AGENT: Okay, fine, fine. What do you do? Do you do trading? Do you do some manufacturing, sir?   (अच्छा ठीक है ठीक है। आप क्या करते हैं? ट्रेडिंग करते हैं? कुछ मैन्युफैक्चरिंग करते हैं सर आप?)\n[19s] CUSTOMER: It's power plant manufacturing.   (पावर प्लांट मैन्युफैक्चरिंग है।)\n[20s] AGENT: Okay, okay. Fine sir, I am writing 'yes', please send the enquiry, okay?   (अच्छा अच्छा। ठीक है सर, मैं हां लिख रहा हूं, इंक्वायरी भेज दीजिए, ठीक है?)\n[22s] CUSTOMER: Okay.   (ठीक है।)\n[23s] AGENT: Okay sir, thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise (call center chatter) on the agent's side, but the main conversation is clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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": "You must follow the pitch structure by opening with a hook to build interest before asking discovery questions and qualifying the customer's needs.",
  "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 contacted a power plant manufacturer and immediately asked for HRCR requirements. The customer, who has a regular need, deflected by offering to send an enquiry via email. The agent accepted this and ended the call without performing discovery, pitching value, or setting a concrete next action from his side.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, hello sir, this is Abdul speaking from JSW.\", \"comment\": \"Agent did not use the customer's company name in the greeting or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What do you do? Do you do trading? Do you do some manufacturing, sir?\", \"comment\": \"Agent only asked one of the six required discovery questions before ending the call.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement for HRCR, sir?\", \"comment\": \"Agent asked if a requirement exists but did not attempt to capture any specific details like grade, size, or quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, fine, fine. What do you do? ... please send the enquiry, okay?\", \"comment\": \"The next step is on the customer (to send an email); the agent did not commit to a specific action or follow-up.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure by opening with a hook to build interest before asking discovery questions and qualifying the customer's needs.\", \"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\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I will send you the enquiry on email.\", \"response\": \"Okay, fine, fine. ... please send the enquiry, okay?\"}], \"call_summary\": \"The agent contacted a power plant manufacturer and immediately asked for HRCR requirements. The customer, who has a regular need, deflected by offering to send an enquiry via email. The agent accepted this and ended the call without performing discovery, pitching value, or setting a concrete next action from his side.\"}",
  "error": null,
  "latency_ms": 28975,
  "input_tokens": 2999,
  "output_tokens": 800,
  "created_at": "2026-09-25 11:23:45",
  "sentiment": "positive",
  "sentiment_score": 0.36,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.672,
  "agent_talk_sec": 13.7,
  "customer_talk_sec": 6.7,
  "dead_air_sec": 44.6,
  "longest_monologue_sec": 4.5,
  "agent_wpm": 324.1,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 9,
  "discovery_qs": 5,
  "words_agent": 74,
  "words_customer": 24,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178877878681",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.5,
      "end_s": 1.1,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178877878681",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 2.0,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178877878681",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.8,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178877878681",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 3.2,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178877878681",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.2,
      "end_s": 5.0,
      "text_en": "Yes, hello sir, this is Abdul speaking from JSW.",
      "text_native": "जी नमस्कार सर, अब्दुल बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178877878681",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 5.9,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178877878681",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 10.5,
      "text_en": "Your company was registered, Maruti Industries Private Limited. So I called for that. Do you have any requirement for HRCR, sir?",
      "text_native": "आपकी कंपनी है रजिस्टर्ड थी मारुति इंडस्ट्रीज प्राइवेट लिमिटेड। तो उसके लिए फोन किया था। कुछ रिक्वायरमेंट है क्या सर आपको HRCR में?"
    },
    {
      "ucid": "21112178877878681",
      "idx": 7,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 11.8,
      "text_en": "It's regular, sir.",
      "text_native": "रेगुलर रहता है सर का सर।"
    },
    {
      "ucid": "21112178877878681",
      "idx": 8,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 12.8,
      "text_en": "If you have any order, please tell me, sir.",
      "text_native": "कुछ ऑर्डर है तो बताइए सर।"
    },
    {
      "ucid": "21112178877878681",
      "idx": 9,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 13.4,
      "text_en": "What sir?",
      "text_native": "क्या सर?"
    },
    {
      "ucid": "21112178877878681",
      "idx": 10,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 15.2,
      "text_en": "I will send you the enquiry on email.",
      "text_native": "मैं ईमेल पे इंक्वायरी डाल देता हूं आपको।"
    },
    {
      "ucid": "21112178877878681",
      "idx": 11,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 18.5,
      "text_en": "Okay, fine, fine. What do you do? Do you do trading? Do you do some manufacturing, sir?",
      "text_native": "अच्छा ठीक है ठीक है। आप क्या करते हैं? ट्रेडिंग करते हैं? कुछ मैन्युफैक्चरिंग करते हैं सर आप?"
    },
    {
      "ucid": "21112178877878681",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.6,
      "end_s": 19.8,
      "text_en": "It's power plant manufacturing.",
      "text_native": "पावर प्लांट मैन्युफैक्चरिंग है।"
    },
    {
      "ucid": "21112178877878681",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 22.2,
      "text_en": "Okay, okay. Fine sir, I am writing 'yes', please send the enquiry, okay?",
      "text_native": "अच्छा अच्छा। ठीक है सर, मैं हां लिख रहा हूं, इंक्वायरी भेज दीजिए, ठीक है?"
    },
    {
      "ucid": "21112178877878681",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.3,
      "end_s": 22.7,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178877878681",
      "idx": 15,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 23.5,
      "text_en": "Okay sir, thank you.",
      "text_native": "Okay sir, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178877878681",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, hello sir, this is Abdul speaking from JSW.",
      "comment": "Agent did not use the customer's company name in the greeting or ask for permission to speak."
    },
    {
      "ucid": "21112178877878681",
      "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 jumping directly to asking for requirements."
    },
    {
      "ucid": "21112178877878681",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "What do you do? Do you do trading? Do you do some manufacturing, sir?",
      "comment": "Agent only asked one of the six required discovery questions before ending the call."
    },
    {
      "ucid": "21112178877878681",
      "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 during the call."
    },
    {
      "ucid": "21112178877878681",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement for HRCR, sir?",
      "comment": "Agent asked if a requirement exists but did not attempt to capture any specific details like grade, size, or quantity."
    },
    {
      "ucid": "21112178877878681",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, fine, fine. What do you do? ... please send the enquiry, okay?",
      "comment": "The next step is on the customer (to send an email); the agent did not commit to a specific action or follow-up."
    }
  ],
  "objections": [
    {
      "ucid": "21112178877878681",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "I will send you the enquiry on email.",
      "response": "Okay, fine, fine. ... please send the enquiry, okay?"
    }
  ],
  "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": []
}