{
  "ucid": "21112178885274141",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 13:02:21",
  "end_time": "2026-09-08 13:03:43",
  "duration_sec": 82,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA53a8522a7711c8285a163a6a910587cb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 643,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178885274141__DIA53a8522a7711c8285a163a6a910587cb.mp3",
  "audio_bytes": 139968,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 46.656,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Hello?   (हेलो?)\n[3s] AGENT: Uh, Sai Shree Industries?   (अह साई श्री इंडस्ट्रीज?)\n[4s] CUSTOMER: Yes.   (हां।)\n[5s] AGENT: Uh sir, very good morning. This is Sudeep speaking from JSW One MSME.   (अह सर जी, वेरी गुड मॉर्निंग। सुदीप बोल रहा हूं JSW One MSME से।)\n[8s] CUSTOMER: Hello?   (हेलो?)\n[9s] AGENT: Hello?   (हेलो?)\n[10s] CUSTOMER: Yes, yes, speak.   (हां हां बोलो।)\n[11s] AGENT: Uh sir, this is Sudeep speaking from JSW One.   (अह सर सुदीप बोल रहा हूं JSW One से।)\n[12s] CUSTOMER: Yes, speak.   (हां बोलो।)\n[13s] AGENT: Can you hear me?   (आ रही है आवाज?)\n[13s] CUSTOMER: Yes sir, yes.\n[14s] CUSTOMER: Sir, I have spoken to you before. I purchase material on credit. And you don't give credit, uh, this, are you calling from Loha Level? No, where are you calling from? From JSW One?   (सर मेरा पहले भी बात हुआ है आपसे। मैं क्रेडिट पे मटेरियल परचेस करता हूं। और आप क्रेडिट नहीं अह ये लोहा लेवल से बोल रहे हो? नहीं, कहां से बोल रहे हो? JSW One से?)\n[21s] AGENT: I am calling from JSW One, Sudeep.   (JSW One से बोल रहा हूं, सुदीप।)\n[22s] CUSTOMER: Yes. Sir, I purchase material on credit.   (हां। सर मैं क्रेडिट पे मटेरियल परचेस करता हूं।)\n[25s] AGENT: It won't be possible on advance?   (एडवांस पे हो ही नहीं पाएगा?)\n[26s] CUSTOMER: Yes, yes.   (जी, जी।)\n[27s] AGENT: Okay sir. It's the company's SOP, the first order is on advance. No problem, okay, I will close your account, sir, okay?   (ठीक है सर। कंपनी का एसओपी है, फर्स्ट ऑर्डर एडवांस पे होता है। कोई बात नहीं, चलो मैं आपका अकाउंट क्लोज कर देता हूं सर, ओके?)\n[32s] CUSTOMER: Yes sir, yes. Okay.\n[33s] AGENT: Thank you.   (थैंक यू।)\n[34s] CUSTOMER: Thank you.   (थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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 immediately raises a hard objection like credit, acknowledge it but still try to understand their business size before giving up on the call.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent connected with a customer who remembered a previous call. The customer immediately stated they only purchase on credit. The agent confirmed the company policy requires advance payment for the first order and, when the customer declined, offered to close the account, ending the call without any discovery or sales pitch.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, very good morning. This is Sudeep speaking from JSW One MSME.\", \"comment\": \"The agent identified themself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer immediately raised an objection, and the agent never delivered a supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the required discovery questions; the conversation was stopped by the credit objection.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not attempt to qualify the customer for any current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"okay, I will close your account, sir, okay?\", \"comment\": \"The agent gave up and offered to close the account, which is not a valid committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately raises a hard objection like credit, acknowledge it but still try to understand their business size before giving up on the call.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"credit\", \"state\": \"mishandled\", \"evidence\": \"Sir, I purchase material on credit. And you don't give credit...\", \"response\": \"It's the company's SOP, the first order is on advance. No problem, okay, I will close your account, sir, okay?\"}], \"call_summary\": \"The agent connected with a customer who remembered a previous call. The customer immediately stated they only purchase on credit. The agent confirmed the company policy requires advance payment for the first order and, when the customer declined, offered to close the account, ending the call without any discovery or sales pitch.\"}",
  "error": null,
  "latency_ms": 34252,
  "input_tokens": 3147,
  "output_tokens": 780,
  "created_at": "2026-09-25 11:21:33",
  "sentiment": "positive",
  "sentiment_score": 0.273,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 1,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.504,
  "agent_talk_sec": 14.1,
  "customer_talk_sec": 13.9,
  "dead_air_sec": 54.0,
  "longest_monologue_sec": 4.4,
  "agent_wpm": 293.6,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 11,
  "discovery_qs": 6,
  "words_agent": 69,
  "words_customer": 60,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178885274141",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.58,
      "end_s": 2.01,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178885274141",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.61,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178885274141",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.9,
      "end_s": 4.1,
      "text_en": "Uh, Sai Shree Industries?",
      "text_native": "अह साई श्री इंडस्ट्रीज?"
    },
    {
      "ucid": "21112178885274141",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.38,
      "end_s": 4.63,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178885274141",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 7.9,
      "text_en": "Uh sir, very good morning. This is Sudeep speaking from JSW One MSME.",
      "text_native": "अह सर जी, वेरी गुड मॉर्निंग। सुदीप बोल रहा हूं JSW One MSME से।"
    },
    {
      "ucid": "21112178885274141",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.3,
      "end_s": 8.76,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178885274141",
      "idx": 6,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 9.7,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178885274141",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.8,
      "end_s": 10.4,
      "text_en": "Yes, yes, speak.",
      "text_native": "हां हां बोलो।"
    },
    {
      "ucid": "21112178885274141",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.6,
      "end_s": 12.1,
      "text_en": "Uh sir, this is Sudeep speaking from JSW One.",
      "text_native": "अह सर सुदीप बोल रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178885274141",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.1,
      "end_s": 12.8,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178885274141",
      "idx": 10,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 13.4,
      "text_en": "Can you hear me?",
      "text_native": "आ रही है आवाज?"
    },
    {
      "ucid": "21112178885274141",
      "idx": 11,
      "speaker": "customer",
      "start_s": 13.4,
      "end_s": 13.9,
      "text_en": "Yes sir, yes.",
      "text_native": "Yes sir, yes."
    },
    {
      "ucid": "21112178885274141",
      "idx": 12,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 21.0,
      "text_en": "Sir, I have spoken to you before. I purchase material on credit. And you don't give credit, uh, this, are you calling from Loha Level? No, where are you calling from? From JSW One?",
      "text_native": "सर मेरा पहले भी बात हुआ है आपसे। मैं क्रेडिट पे मटेरियल परचेस करता हूं। और आप क्रेडिट नहीं अह ये लोहा लेवल से बोल रहे हो? नहीं, कहां से बोल रहे हो? JSW One से?"
    },
    {
      "ucid": "21112178885274141",
      "idx": 13,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 22.3,
      "text_en": "I am calling from JSW One, Sudeep.",
      "text_native": "JSW One से बोल रहा हूं, सुदीप।"
    },
    {
      "ucid": "21112178885274141",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 24.5,
      "text_en": "Yes. Sir, I purchase material on credit.",
      "text_native": "हां। सर मैं क्रेडिट पे मटेरियल परचेस करता हूं।"
    },
    {
      "ucid": "21112178885274141",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.7,
      "end_s": 25.8,
      "text_en": "It won't be possible on advance?",
      "text_native": "एडवांस पे हो ही नहीं पाएगा?"
    },
    {
      "ucid": "21112178885274141",
      "idx": 16,
      "speaker": "customer",
      "start_s": 26.0,
      "end_s": 26.4,
      "text_en": "Yes, yes.",
      "text_native": "जी, जी।"
    },
    {
      "ucid": "21112178885274141",
      "idx": 17,
      "speaker": "agent",
      "start_s": 27.4,
      "end_s": 31.8,
      "text_en": "Okay sir. It's the company's SOP, the first order is on advance. No problem, okay, I will close your account, sir, okay?",
      "text_native": "ठीक है सर। कंपनी का एसओपी है, फर्स्ट ऑर्डर एडवांस पे होता है। कोई बात नहीं, चलो मैं आपका अकाउंट क्लोज कर देता हूं सर, ओके?"
    },
    {
      "ucid": "21112178885274141",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 32.8,
      "text_en": "Yes sir, yes. Okay.",
      "text_native": "Yes sir, yes. Okay."
    },
    {
      "ucid": "21112178885274141",
      "idx": 19,
      "speaker": "agent",
      "start_s": 33.0,
      "end_s": 33.5,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    },
    {
      "ucid": "21112178885274141",
      "idx": 20,
      "speaker": "customer",
      "start_s": 34.3,
      "end_s": 34.9,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178885274141",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, very good morning. This is Sudeep speaking from JSW One MSME.",
      "comment": "The agent identified themself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178885274141",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer immediately raised an objection, and the agent never delivered a supply or price hook."
    },
    {
      "ucid": "21112178885274141",
      "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 of the required discovery questions; the conversation was stopped by the credit objection."
    },
    {
      "ucid": "21112178885274141",
      "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 no USPs were pitched."
    },
    {
      "ucid": "21112178885274141",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not attempt to qualify the customer for any current requirement."
    },
    {
      "ucid": "21112178885274141",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "okay, I will close your account, sir, okay?",
      "comment": "The agent gave up and offered to close the account, which is not a valid committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178885274141",
      "obj_type": "credit",
      "state": "mishandled",
      "evidence": "Sir, I purchase material on credit. And you don't give credit...",
      "response": "It's the company's SOP, the first order is on advance. No problem, okay, I will close your account, sir, 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": []
}