{
  "ucid": "21112178878077941",
  "call_date": "2026-09-07",
  "start_time": "2026-09-07 17:02:59",
  "end_time": "2026-09-07 17:04:14",
  "duration_sec": 75,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe2d2362e238748ef4b319c87a505f6b4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 686,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178878077941__DIAe2d2362e238748ef4b319c87a505f6b4.mp3",
  "audio_bytes": 170640,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 56.88,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello. Yes, Raunak Mehta speaking from JSW One. Do you have any requirement right now for MS steels, HR sheets, coils?   (Hello. जी रौनक मेहता बात कर रहा हूं मैं JSW One से। अभी कुछ requirement आ रहा है आपको MS steels में, HR sheets में, coils में?)\n[8s] CUSTOMER: No sir, no.   (नहीं सर, नहीं।)\n[9s] AGENT: Okay.\n[10s] AGENT: Now, what do you procure? Do you procure this same material or has your procurement changed?   (अब procurement किस चीज का, इसी material का करते हैं या कुछ change हुआ है आपका procurement?)\n[14s] CUSTOMER: I used to get calls from you before as well, I had told you that this is a Chinese company, Antai. He had used the phone. I had given Joy's number.   (आपके यहां से मेरे पास पहले भी फोन आते थे, मैंने बता दिया था कि ये China की company है Antai. उसने फोन use किया था। मैंने number दे दिया था Joy का।)\n[19s] AGENT: Okay.\n[20s] CUSTOMER: Talk to him only. He is the one who will talk. Meaning, this is of no use to me.   (उसके साथ ही बात करिए। वही वही बात करेंगे। मतलब मेरे काम का नहीं है ये।)\n[22s] AGENT: Yes, yes, yes. Right?   (जी, जी, जी। Right?)\n[24s] CUSTOMER: Yes?   (जी?)\n[24s] AGENT: But what is his number? We don't have his number.   (But उनका number क्या है? हमारे पास number नहीं है उनका।)\n[27s] CUSTOMER: Then you just delete my number.   (तो फिर आप मेरा number ही delete कर दीजिए।)\n[28s] AGENT: I'll do that, I'll remove the number. You tell me his number, I'll note it down.   (मैं वही, वैसे number, number निकालता हूं। आप उनका number बताइए ना मुझे, मैं note down कर लेता हूं।)\n[31s] CUSTOMER: You please delete my number.   (आप मेरा please delete कर दीजिए number.)\n[33s] AGENT: I will delete it. You give me that number...   (मैं वही delete कर देता हूं। मुझे आप वो number...)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "clear: The customer's voice is slightly more distant than the agent's, but still perfectly audible.",
  "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": 2.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "Your opener is critical; always greet the customer by name and ask for permission to speak before asking about requirements to build rapport.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent reached a contact who was not the correct decision-maker. The customer stated they had provided the correct contact's details on previous calls and asked the agent to speak with him instead. The call ended with the customer requesting their number be deleted from the system.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak, instead jumping directly to a qualifying question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook or benefit statement, moving from introduction directly to qualification.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Now, what do you procure? Do you procure this same material or has your procurement changed?\", \"comment\": \"Agent attempted one discovery question, but the call was shut down before the minimum of three could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to a point where USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement right now for MS steels, HR sheets, coils?\", \"comment\": \"Agent successfully executed the intent of this step by asking if a current requirement exists.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the customer's request to be removed from the list; no next step was committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your opener is critical; always greet the customer by name and ask for permission to speak before asking about requirements to build rapport.\", \"segment_detected\": \"unknown\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent reached a contact who was not the correct decision-maker. The customer stated they had provided the correct contact's details on previous calls and asked the agent to speak with him instead. The call ended with the customer requesting their number be deleted from the system.\"}",
  "error": null,
  "latency_ms": 31712,
  "input_tokens": 3078,
  "output_tokens": 701,
  "created_at": "2026-09-25 11:23:22",
  "sentiment": "neutral",
  "sentiment_score": -0.06,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 1,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.575,
  "agent_talk_sec": 16.5,
  "customer_talk_sec": 12.2,
  "dead_air_sec": 46.3,
  "longest_monologue_sec": 5.7,
  "agent_wpm": 283.6,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 78,
  "words_customer": 66,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178878077941",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 1.9,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178878077941",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.28,
      "end_s": 7.98,
      "text_en": "Hello. Yes, Raunak Mehta speaking from JSW One. Do you have any requirement right now for MS steels, HR sheets, coils?",
      "text_native": "Hello. जी रौनक मेहता बात कर रहा हूं मैं JSW One से। अभी कुछ requirement आ रहा है आपको MS steels में, HR sheets में, coils में?"
    },
    {
      "ucid": "21112178878077941",
      "idx": 2,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 9.0,
      "text_en": "No sir, no.",
      "text_native": "नहीं सर, नहीं।"
    },
    {
      "ucid": "21112178878077941",
      "idx": 3,
      "speaker": "agent",
      "start_s": 9.0,
      "end_s": 9.3,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178878077941",
      "idx": 4,
      "speaker": "agent",
      "start_s": 10.3,
      "end_s": 13.3,
      "text_en": "Now, what do you procure? Do you procure this same material or has your procurement changed?",
      "text_native": "अब procurement किस चीज का, इसी material का करते हैं या कुछ change हुआ है आपका procurement?"
    },
    {
      "ucid": "21112178878077941",
      "idx": 5,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 18.8,
      "text_en": "I used to get calls from you before as well, I had told you that this is a Chinese company, Antai. He had used the phone. I had given Joy's number.",
      "text_native": "आपके यहां से मेरे पास पहले भी फोन आते थे, मैंने बता दिया था कि ये China की company है Antai. उसने फोन use किया था। मैंने number दे दिया था Joy का।"
    },
    {
      "ucid": "21112178878077941",
      "idx": 6,
      "speaker": "agent",
      "start_s": 18.8,
      "end_s": 19.1,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178878077941",
      "idx": 7,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 22.1,
      "text_en": "Talk to him only. He is the one who will talk. Meaning, this is of no use to me.",
      "text_native": "उसके साथ ही बात करिए। वही वही बात करेंगे। मतलब मेरे काम का नहीं है ये।"
    },
    {
      "ucid": "21112178878077941",
      "idx": 8,
      "speaker": "agent",
      "start_s": 22.5,
      "end_s": 23.4,
      "text_en": "Yes, yes, yes. Right?",
      "text_native": "जी, जी, जी। Right?"
    },
    {
      "ucid": "21112178878077941",
      "idx": 9,
      "speaker": "customer",
      "start_s": 23.9,
      "end_s": 24.1,
      "text_en": "Yes?",
      "text_native": "जी?"
    },
    {
      "ucid": "21112178878077941",
      "idx": 10,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 26.4,
      "text_en": "But what is his number? We don't have his number.",
      "text_native": "But उनका number क्या है? हमारे पास number नहीं है उनका।"
    },
    {
      "ucid": "21112178878077941",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 28.2,
      "text_en": "Then you just delete my number.",
      "text_native": "तो फिर आप मेरा number ही delete कर दीजिए।"
    },
    {
      "ucid": "21112178878077941",
      "idx": 12,
      "speaker": "agent",
      "start_s": 28.4,
      "end_s": 31.2,
      "text_en": "I'll do that, I'll remove the number. You tell me his number, I'll note it down.",
      "text_native": "मैं वही, वैसे number, number निकालता हूं। आप उनका number बताइए ना मुझे, मैं note down कर लेता हूं।"
    },
    {
      "ucid": "21112178878077941",
      "idx": 13,
      "speaker": "customer",
      "start_s": 31.2,
      "end_s": 32.8,
      "text_en": "You please delete my number.",
      "text_native": "आप मेरा please delete कर दीजिए number."
    },
    {
      "ucid": "21112178878077941",
      "idx": 14,
      "speaker": "agent",
      "start_s": 33.2,
      "end_s": 34.8,
      "text_en": "I will delete it. You give me that number...",
      "text_native": "मैं वही delete कर देता हूं। मुझे आप वो number..."
    }
  ],
  "steps": [
    {
      "ucid": "21112178878077941",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not use the customer's name or ask for permission to speak, instead jumping directly to a qualifying question."
    },
    {
      "ucid": "21112178878077941",
      "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 hook or benefit statement, moving from introduction directly to qualification."
    },
    {
      "ucid": "21112178878077941",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Now, what do you procure? Do you procure this same material or has your procurement changed?",
      "comment": "Agent attempted one discovery question, but the call was shut down before the minimum of three could be asked."
    },
    {
      "ucid": "21112178878077941",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to a point where USPs could be pitched."
    },
    {
      "ucid": "21112178878077941",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement right now for MS steels, HR sheets, coils?",
      "comment": "Agent successfully executed the intent of this step by asking if a current requirement exists."
    },
    {
      "ucid": "21112178878077941",
      "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 with the customer's request to be removed from the list; no next step was committed."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}