{
  "ucid": "21112178884433611",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 10:42:16",
  "end_time": "2026-09-08 10:43:29",
  "duration_sec": 73,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1ce9e9abf9d23584fb8a3b8fc9c0660d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 654,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178884433611__DIA1ce9e9abf9d23584fb8a3b8fc9c0660d.mp3",
  "audio_bytes": 160920,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 53.64,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Brother, this is their program, I mean, okay. Hello?   (भई ये उनका कार्यक्रम है मतलब ठीक है। Hello?)\n[3s] AGENT: Hello.\n[4s] AGENT: Yes. Hello sir, this is Abhinav Gautam speaking from JSW One.   (हां। नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से।)\n[6s] CUSTOMER: Yes sir, tell me.   (बोलिए सर।)\n[7s] AGENT: Sir, do you have any requirement for steel? Our pricing is better than the market right now.   (सर कोई रिक्वायरमेंट होगी स्टील में? हमारा प्राइसिंग अभी बेटर चल रहा था अभी मार्केट से।)\n[10s] CUSTOMER: What is your rate right now, sir?   (अभी क्या रेट चल रहा है सर आपका?)\n[12s] AGENT: Ours is running around 62 250 right now.   (हमारा 62 250 के अराउंड चल रहा है अभी।)\n[14s] CUSTOMER: In E250?   (E250 में?)\n[15s] AGENT: Yes, in E250 sir. 2.5 to 12.   (हां E250 में सर। ढाई से बारह।)\n[17s] CUSTOMER: 2.5 to 12.   (ढाई से बारह।)\n[18s] AGENT: Yes.   (जी।)\n[19s] CUSTOMER: 62 250?\n[20s] AGENT: 250.\n[20s] CUSTOMER: Your rate is high, sir, you are saying it's low.   (ज्यादा रेट है सर आपका, आप कम बोल रहे हो।)\n[22s] AGENT: How is ours high, sir? Just yesterday we   (ज्यादा कैसे है सर हमारा? कल ही तो हमने)\n[24s] CUSTOMER: That's the confusion, that's why a deal doesn't happen with you.   (वही कन्फ्यूजन होता है इसके लिए आपसे डील होता नहीं।)\n[26s] AGENT: No, what's the confusion?   (नहीं, कन्फ्यूजन क्या हुआ?)\n[27s] CUSTOMER: Yes.   (हां।)\n[28s] AGENT: Yes?   (हां?)\n[28s] AGENT: Tell me how much higher ours is.   (हमारा ज्यादा कितना है ये तो बताओ।)\n[30s] CUSTOMER: Sure, sure, I will tell you, sir, along with the requirement.   (जरूर जरूर, बताता हूं सर मैं आपको रिक्वायरमेंट के साथ।)\n[32s] AGENT: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: Customer has a brief, slightly muffled side-conversation at the beginning of the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 turns, clean transcript (5% 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\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When the customer immediately asks for price, acknowledge their question but pivot back to discovery to understand their needs before quoting a number.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent opened with a price hook, and the customer immediately asked for the rate. Upon hearing the price, the customer objected that it was high. The agent challenged this but failed to handle the objection or pivot to discovery, and the call ended without a clear next step after the customer stated this confusion is why deals don't happen.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, which is a required part of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for steel? Our pricing is better than the market right now.\", \"comment\": \"The agent delivered a clear, concise price-based hook under 30 seconds.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any discovery questions; the customer immediately took control by asking for the price.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for steel?\", \"comment\": \"The agent asked about a requirement but did not capture any specific details (grade, size, qty, etc.) when the conversation shifted to price.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without any committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer immediately asks for price, acknowledge their question but pivot back to discovery to understand their needs before quoting a number.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Your rate is high, sir, you are saying it's low.\", \"response\": \"How is ours high, sir? ... Tell me how much higher ours is.\"}], \"call_summary\": \"The agent opened with a price hook, and the customer immediately asked for the rate. Upon hearing the price, the customer objected that it was high. The agent challenged this but failed to handle the objection or pivot to discovery, and the call ended without a clear next step after the customer stated this confusion is why deals don't happen.\"}",
  "error": null,
  "latency_ms": 24297,
  "input_tokens": 3162,
  "output_tokens": 782,
  "created_at": "2026-09-25 11:21:59",
  "sentiment": "positive",
  "sentiment_score": 0.257,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.547,
  "agent_talk_sec": 15.1,
  "customer_talk_sec": 12.5,
  "dead_air_sec": 45.4,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 270.2,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 10,
  "discovery_qs": 4,
  "words_agent": 68,
  "words_customer": 61,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178884433611",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.41,
      "end_s": 2.81,
      "text_en": "Brother, this is their program, I mean, okay. Hello?",
      "text_native": "भई ये उनका कार्यक्रम है मतलब ठीक है। Hello?"
    },
    {
      "ucid": "21112178884433611",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.05,
      "end_s": 3.45,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178884433611",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.67,
      "end_s": 6.0,
      "text_en": "Yes. Hello sir, this is Abhinav Gautam speaking from JSW One.",
      "text_native": "हां। नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.24,
      "end_s": 6.8,
      "text_en": "Yes sir, tell me.",
      "text_native": "बोलिए सर।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 10.0,
      "text_en": "Sir, do you have any requirement for steel? Our pricing is better than the market right now.",
      "text_native": "सर कोई रिक्वायरमेंट होगी स्टील में? हमारा प्राइसिंग अभी बेटर चल रहा था अभी मार्केट से।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.4,
      "end_s": 11.8,
      "text_en": "What is your rate right now, sir?",
      "text_native": "अभी क्या रेट चल रहा है सर आपका?"
    },
    {
      "ucid": "21112178884433611",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.1,
      "end_s": 14.0,
      "text_en": "Ours is running around 62 250 right now.",
      "text_native": "हमारा 62 250 के अराउंड चल रहा है अभी।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.4,
      "end_s": 15.0,
      "text_en": "In E250?",
      "text_native": "E250 में?"
    },
    {
      "ucid": "21112178884433611",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 17.0,
      "text_en": "Yes, in E250 sir. 2.5 to 12.",
      "text_native": "हां E250 में सर। ढाई से बारह।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.4,
      "end_s": 18.0,
      "text_en": "2.5 to 12.",
      "text_native": "ढाई से बारह।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.2,
      "end_s": 18.5,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 11,
      "speaker": "customer",
      "start_s": 18.6,
      "end_s": 19.5,
      "text_en": "62 250?",
      "text_native": "62 250?"
    },
    {
      "ucid": "21112178884433611",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.6,
      "end_s": 20.0,
      "text_en": "250.",
      "text_native": "250."
    },
    {
      "ucid": "21112178884433611",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 22.0,
      "text_en": "Your rate is high, sir, you are saying it's low.",
      "text_native": "ज्यादा रेट है सर आपका, आप कम बोल रहे हो।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 14,
      "speaker": "agent",
      "start_s": 22.2,
      "end_s": 23.5,
      "text_en": "How is ours high, sir? Just yesterday we",
      "text_native": "ज्यादा कैसे है सर हमारा? कल ही तो हमने"
    },
    {
      "ucid": "21112178884433611",
      "idx": 15,
      "speaker": "customer",
      "start_s": 23.5,
      "end_s": 25.5,
      "text_en": "That's the confusion, that's why a deal doesn't happen with you.",
      "text_native": "वही कन्फ्यूजन होता है इसके लिए आपसे डील होता नहीं।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 16,
      "speaker": "agent",
      "start_s": 25.8,
      "end_s": 26.8,
      "text_en": "No, what's the confusion?",
      "text_native": "नहीं, कन्फ्यूजन क्या हुआ?"
    },
    {
      "ucid": "21112178884433611",
      "idx": 17,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 27.3,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 18,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 28.0,
      "text_en": "Yes?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178884433611",
      "idx": 19,
      "speaker": "agent",
      "start_s": 28.5,
      "end_s": 30.0,
      "text_en": "Tell me how much higher ours is.",
      "text_native": "हमारा ज्यादा कितना है ये तो बताओ।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 20,
      "speaker": "customer",
      "start_s": 30.2,
      "end_s": 32.2,
      "text_en": "Sure, sure, I will tell you, sir, along with the requirement.",
      "text_native": "जरूर जरूर, बताता हूं सर मैं आपको रिक्वायरमेंट के साथ।"
    },
    {
      "ucid": "21112178884433611",
      "idx": 21,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 33.5,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178884433611",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak, which is a required part of the opener."
    },
    {
      "ucid": "21112178884433611",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for steel? Our pricing is better than the market right now.",
      "comment": "The agent delivered a clear, concise price-based hook under 30 seconds."
    },
    {
      "ucid": "21112178884433611",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any discovery questions; the customer immediately took control by asking for the price."
    },
    {
      "ucid": "21112178884433611",
      "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 relevant USPs were pitched."
    },
    {
      "ucid": "21112178884433611",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for steel?",
      "comment": "The agent asked about a requirement but did not capture any specific details (grade, size, qty, etc.) when the conversation shifted to price."
    },
    {
      "ucid": "21112178884433611",
      "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 without any committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178884433611",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Your rate is high, sir, you are saying it's low.",
      "response": "How is ours high, sir? ... Tell me how much higher ours is."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}