{
  "ucid": "21112178884816421",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 11:46:04",
  "end_time": "2026-09-08 11:46:56",
  "duration_sec": 52,
  "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/DIA0562a4193670e72fda8b184c9ed4330a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 653,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178884816421__DIA0562a4193670e72fda8b184c9ed4330a.mp3",
  "audio_bytes": 132192,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 44.064,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes.   (हां जी।)\n[3s] AGENT: Greetings sir, my name is Gautam, I was calling from JSW One.   (नमस्कार सर, मेरा नाम गौतम बात कर रहा था मैं JSW One से।)\n[6s] CUSTOMER: Yeah.\n[7s] AGENT: Sir, do you have any requirement for steel right now?   (सर कोई requirement होगी steel की अभी?)\n[9s] CUSTOMER: If there is anything... you... Ankit... whose team is he in? We are in touch with Ankit.   (कुछ होता है आप अंकित को किसका team है? अंकित को touch में हैं हम।)\n[12s] AGENT: Yes, Ankit bhai works with me only, tell me.   (हां अंकित भाई मेरे साथ ही काम करते हैं, बताओ।)\n[15s] CUSTOMER: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[16s] AGENT: Have you just recently taken material?   (Recent में ही लिया है क्या आपने अभी material?)\n[18s] CUSTOMER: Sorry?\n[18s] AGENT: Have you taken material from us recently?   (अभी recent में material लिया है क्या आपने हमसे?)\n[20s] CUSTOMER: Yes.   (हां।)\n[22s] AGENT: Okay. Alright then. If you have anything, let me know. I will share your quotation through the card.   (अच्छा। चलो ठीक है फिर तो। आप कुछ रहे तो बता देना आप card के through मैं आपका quotation share कर दूंगा।)\n[26s] CUSTOMER: Okay.   (ठीक है।)\n[27s] AGENT: Okay. Okay.   (ठीक है। Okay.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: The audio quality is clear with no significant background noise.",
  "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": "When a customer mentions an existing JSW contact, acknowledge it as you did, but then proceed with discovery to understand their needs for future follow-ups instead of ending the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted an existing JSW customer who was already in touch with another representative, Ankit. The customer confirmed they had purchased recently. The agent acknowledged the existing relationship but then did not attempt any discovery or qualification, ending the call by asking the customer to reach out if a need arises.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and identified JSW One but did not ask for permission to speak, jumping straight to a business question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six required discovery questions after the customer mentioned an existing contact.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for steel right now?\", \"comment\": \"Agent asked if a requirement exists but did not attempt to capture any specifics (grade, size, qty) when the customer confirmed they are a buyer.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If you have anything, let me know.\", \"comment\": \"The call ended with a vague, customer-led 'let me know', not a specific, agent-committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer mentions an existing JSW contact, acknowledge it as you did, but then proceed with discovery to understand their needs for future follow-ups instead of ending the call.\", \"segment_detected\": \"unknown\", \"mfg_flag\": true, \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"We are in touch with Ankit.\", \"response\": \"Yes, Ankit bhai works with me only, tell me.\"}], \"call_summary\": \"The agent contacted an existing JSW customer who was already in touch with another representative, Ankit. The customer confirmed they had purchased recently. The agent acknowledged the existing relationship but then did not attempt any discovery or qualification, ending the call by asking the customer to reach out if a need arises.\"}",
  "error": null,
  "latency_ms": 39820,
  "input_tokens": 2941,
  "output_tokens": 778,
  "created_at": "2026-09-25 11:22:09",
  "sentiment": "negative",
  "sentiment_score": -0.257,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 4,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.701,
  "agent_talk_sec": 15.5,
  "customer_talk_sec": 6.6,
  "dead_air_sec": 29.9,
  "longest_monologue_sec": 4.5,
  "agent_wpm": 251.6,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 65,
  "words_customer": 26,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178884816421",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.3,
      "end_s": 0.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178884816421",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.29,
      "end_s": 1.79,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178884816421",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.09,
      "end_s": 2.49,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178884816421",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.79,
      "end_s": 5.39,
      "text_en": "Greetings sir, my name is Gautam, I was calling from JSW One.",
      "text_native": "नमस्कार सर, मेरा नाम गौतम बात कर रहा था मैं JSW One से।"
    },
    {
      "ucid": "21112178884816421",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.9,
      "end_s": 6.3,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178884816421",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.7,
      "end_s": 8.4,
      "text_en": "Sir, do you have any requirement for steel right now?",
      "text_native": "सर कोई requirement होगी steel की अभी?"
    },
    {
      "ucid": "21112178884816421",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 12.2,
      "text_en": "If there is anything... you... Ankit... whose team is he in? We are in touch with Ankit.",
      "text_native": "कुछ होता है आप अंकित को किसका team है? अंकित को touch में हैं हम।"
    },
    {
      "ucid": "21112178884816421",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.5,
      "end_s": 14.5,
      "text_en": "Yes, Ankit bhai works with me only, tell me.",
      "text_native": "हां अंकित भाई मेरे साथ ही काम करते हैं, बताओ।"
    },
    {
      "ucid": "21112178884816421",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.8,
      "end_s": 15.5,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178884816421",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.9,
      "end_s": 17.5,
      "text_en": "Have you just recently taken material?",
      "text_native": "Recent में ही लिया है क्या आपने अभी material?"
    },
    {
      "ucid": "21112178884816421",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.7,
      "end_s": 18.1,
      "text_en": "Sorry?",
      "text_native": "Sorry?"
    },
    {
      "ucid": "21112178884816421",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.3,
      "end_s": 20.2,
      "text_en": "Have you taken material from us recently?",
      "text_native": "अभी recent में material लिया है क्या आपने हमसे?"
    },
    {
      "ucid": "21112178884816421",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 20.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178884816421",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.5,
      "end_s": 26.0,
      "text_en": "Okay. Alright then. If you have anything, let me know. I will share your quotation through the card.",
      "text_native": "अच्छा। चलो ठीक है फिर तो। आप कुछ रहे तो बता देना आप card के through मैं आपका quotation share कर दूंगा।"
    },
    {
      "ucid": "21112178884816421",
      "idx": 14,
      "speaker": "customer",
      "start_s": 26.4,
      "end_s": 26.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178884816421",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 27.9,
      "text_en": "Okay. Okay.",
      "text_native": "ठीक है। Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178884816421",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent greeted and identified JSW One but did not ask for permission to speak, jumping straight to a business question."
    },
    {
      "ucid": "21112178884816421",
      "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 asking directly for a requirement."
    },
    {
      "ucid": "21112178884816421",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the six required discovery questions after the customer mentioned an existing contact."
    },
    {
      "ucid": "21112178884816421",
      "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 conducted, and consequently no USPs were pitched."
    },
    {
      "ucid": "21112178884816421",
      "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 right now?",
      "comment": "Agent asked if a requirement exists but did not attempt to capture any specifics (grade, size, qty) when the customer confirmed they are a buyer."
    },
    {
      "ucid": "21112178884816421",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If you have anything, let me know.",
      "comment": "The call ended with a vague, customer-led 'let me know', not a specific, agent-committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178884816421",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "We are in touch with Ankit.",
      "response": "Yes, Ankit bhai works with me only, 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": []
}