{
  "ucid": "21112178885327721",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 13:11:17",
  "end_time": "2026-09-08 13:13:00",
  "duration_sec": 103,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8965a2b895dc4a390b869dc0e95d049b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 640,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178885327721__DIA8965a2b895dc4a390b869dc0e95d049b.mp3",
  "audio_bytes": 205848,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 68.616,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[1s] AGENT: Hello?   (हॅलो?)\n[2s] CUSTOMER: Hello?   (हॅलो?)\n[3s] AGENT: Hello?   (हॅलो?)\n[3s] CUSTOMER: Yes.   (हां।)\n[4s] AGENT: Shri Krishna Steels?   (श्री कृष्णा स्टील्स?)\n[4s] CUSTOMER: Yes.   (हां।)\n[5s] AGENT: Sir ji, I was calling from JSW, Jindal Steel Works, Mumbai.   (सर जी, JSW से बात कर रहा था, जिंदल स्टील वर्क्स, मुंबई।)\n[7s] CUSTOMER: Sir, from Jindal Steel?   (सर जिंदल स्टील से?)\n[8s] AGENT: Yes sir, JSW One MSME.   (हां सर, JSW One MSME.)\n[10s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[10s] AGENT: Uh sir, is there any requirement for HR etc. right now?   (अ सर कुछ रिक्वायरमेंट है HR वगेरा में अभी?)\n[13s] CUSTOMER: The requirement is always there, it's always 40-50 tons per month.   (रिक्वायरमेंट तो रहता रहता है ना, महीने का चालीस पचास टन तो रहता ही रहता है।)\n[16s] AGENT: Okay. So is anything live at the moment, sir?   (अच्छा। तो अभी फिलहाल कुछ लाइव है सर?)\n[18s] CUSTOMER: In live, I'll take out the inquiry, I'll tell you what it is.   (ये लाइव में तो मैं इन्क्वायरी निकालता हूं, क्या है बताता हूं आपको।)\n[21s] AGENT: Okay sir, okay.   (ठीक है सर, ठीक है।)\n[22s] CUSTOMER: What is your surname?   (ये आपका क्या सरनेम क्या है?)\n[23s] AGENT: Dhruv Sharma.   (ध्रुव शर्मा।)\n[24s] CUSTOMER: Okay, okay. In this, it comes up as Airtel, the name doesn't appear.   (अच्छा अच्छा। इसमें वो Airtel करके आता है, नाम नहीं आता।)\n[26s] AGENT: Yes, no, this actually comes on this, it's system generated. I will send you a WhatsApp from my personal number.   (हां नहीं, ये एक्चुअली इसपे आता है, अपना सिस्टम जनरेटेड है। मैं मेरे पर्सनल नंबर से WhatsApp डालता हूं आपको मैं।)\n[30s] CUSTOMER: Yes, send your personal number so we can talk anytime.   (हां, पर्सनल नंबर डालो ताकि कभी भी बात हो सके ना।)\n[32s] AGENT: Absolutely sir, absolutely, absolutely.   (बिलकुल सर, बिलकुल, बिलकुल।)\n[33s] CUSTOMER: Send your personal number, then I'll tell you what the requirement is.   (आपका पर्सनल नंबर डाल दो, फिर मैं रिक्वायरमेंट क्या है बताता हूं आपको।)\n[35s] AGENT: It's done, sir. Okay. I'll send it on WhatsApp, I'll send a 'Hi', sir.   (डन है सर। ठीक है। मैं भेज देता हूं WhatsApp पे, हाय भेज देता हूं सर।)\n[37s] CUSTOMER: Yes yes yes yes yes.   (हां हां हां हां हां।)\n[38s] AGENT: Okay.   (ओके।)\n[39s] CUSTOMER: Okay.   (ओके।)\n[40s] AGENT: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 28,
  "connected": 1,
  "audio_notes": "noisy: There is significant background noise, likely from a call center, on the agent's side, but the main conversation is audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "28 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "You found a willing customer with a good monthly volume, but you skipped the hook and all discovery. Always build value and understand their business *before* asking for an order.",
  "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 contacted a lead who confirmed a recurring monthly requirement of 40-50 tons of HR steel. The customer was receptive but asked the agent to share their personal WhatsApp number to discuss the specific current requirement. The call ended with the agent agreeing to send a WhatsApp message as the immediate next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir ji, I was calling from JSW, Jindal Steel Works, Mumbai.\", \"comment\": \"Agent identified self and company, and the customer gave implicit permission to proceed by saying 'Yes, tell me.'\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook or benefit, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the customer volunteered their monthly tonnage, but the agent did not probe further on any point.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement for HR etc. right now?\", \"comment\": \"Agent asked if a requirement exists but did not attempt to capture any details (grade, size, qty) when the customer confirmed they had one.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll send it on WhatsApp, I'll send a 'Hi', sir.\", \"comment\": \"Agent and customer agreed on a clear next step: agent to send a WhatsApp message, to which the customer will reply with their requirement.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You found a willing customer with a good monthly volume, but you skipped the hook and all discovery. Always build value and understand their business *before* asking for an order.\", \"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\": [], \"call_summary\": \"The agent contacted a lead who confirmed a recurring monthly requirement of 40-50 tons of HR steel. The customer was receptive but asked the agent to share their personal WhatsApp number to discuss the specific current requirement. The call ended with the agent agreeing to send a WhatsApp message as the immediate next step.\"}",
  "error": null,
  "latency_ms": 29289,
  "input_tokens": 3349,
  "output_tokens": 752,
  "created_at": "2026-09-25 11:21:19",
  "sentiment": "positive",
  "sentiment_score": 0.427,
  "sentiment_confidence": "high",
  "pos": 14,
  "neg": 0,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.524,
  "agent_talk_sec": 18.4,
  "customer_talk_sec": 16.7,
  "dead_air_sec": 67.9,
  "longest_monologue_sec": 3.7,
  "agent_wpm": 280.4,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 14,
  "discovery_qs": 5,
  "words_agent": 86,
  "words_customer": 81,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178885327721",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.51,
      "end_s": 1.01,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178885327721",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.29,
      "end_s": 1.69,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178885327721",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.9,
      "end_s": 2.4,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178885327721",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.57,
      "end_s": 2.97,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178885327721",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.18,
      "end_s": 3.48,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 5,
      "speaker": "agent",
      "start_s": 3.51,
      "end_s": 4.21,
      "text_en": "Shri Krishna Steels?",
      "text_native": "श्री कृष्णा स्टील्स?"
    },
    {
      "ucid": "21112178885327721",
      "idx": 6,
      "speaker": "customer",
      "start_s": 4.4,
      "end_s": 4.7,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 7,
      "speaker": "agent",
      "start_s": 4.86,
      "end_s": 6.96,
      "text_en": "Sir ji, I was calling from JSW, Jindal Steel Works, Mumbai.",
      "text_native": "सर जी, JSW से बात कर रहा था, जिंदल स्टील वर्क्स, मुंबई।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 8,
      "speaker": "customer",
      "start_s": 7.17,
      "end_s": 8.07,
      "text_en": "Sir, from Jindal Steel?",
      "text_native": "सर जिंदल स्टील से?"
    },
    {
      "ucid": "21112178885327721",
      "idx": 9,
      "speaker": "agent",
      "start_s": 8.2,
      "end_s": 9.4,
      "text_en": "Yes sir, JSW One MSME.",
      "text_native": "हां सर, JSW One MSME."
    },
    {
      "ucid": "21112178885327721",
      "idx": 10,
      "speaker": "customer",
      "start_s": 9.6,
      "end_s": 10.1,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 11,
      "speaker": "agent",
      "start_s": 10.36,
      "end_s": 12.46,
      "text_en": "Uh sir, is there any requirement for HR etc. right now?",
      "text_native": "अ सर कुछ रिक्वायरमेंट है HR वगेरा में अभी?"
    },
    {
      "ucid": "21112178885327721",
      "idx": 12,
      "speaker": "customer",
      "start_s": 12.7,
      "end_s": 15.4,
      "text_en": "The requirement is always there, it's always 40-50 tons per month.",
      "text_native": "रिक्वायरमेंट तो रहता रहता है ना, महीने का चालीस पचास टन तो रहता ही रहता है।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 13,
      "speaker": "agent",
      "start_s": 15.5,
      "end_s": 17.9,
      "text_en": "Okay. So is anything live at the moment, sir?",
      "text_native": "अच्छा। तो अभी फिलहाल कुछ लाइव है सर?"
    },
    {
      "ucid": "21112178885327721",
      "idx": 14,
      "speaker": "customer",
      "start_s": 18.3,
      "end_s": 20.9,
      "text_en": "In live, I'll take out the inquiry, I'll tell you what it is.",
      "text_native": "ये लाइव में तो मैं इन्क्वायरी निकालता हूं, क्या है बताता हूं आपको।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 15,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 21.7,
      "text_en": "Okay sir, okay.",
      "text_native": "ठीक है सर, ठीक है।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 16,
      "speaker": "customer",
      "start_s": 21.7,
      "end_s": 22.9,
      "text_en": "What is your surname?",
      "text_native": "ये आपका क्या सरनेम क्या है?"
    },
    {
      "ucid": "21112178885327721",
      "idx": 17,
      "speaker": "agent",
      "start_s": 23.1,
      "end_s": 23.9,
      "text_en": "Dhruv Sharma.",
      "text_native": "ध्रुव शर्मा।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 18,
      "speaker": "customer",
      "start_s": 24.1,
      "end_s": 26.1,
      "text_en": "Okay, okay. In this, it comes up as Airtel, the name doesn't appear.",
      "text_native": "अच्छा अच्छा। इसमें वो Airtel करके आता है, नाम नहीं आता।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 19,
      "speaker": "agent",
      "start_s": 26.1,
      "end_s": 29.8,
      "text_en": "Yes, no, this actually comes on this, it's system generated. I will send you a WhatsApp from my personal number.",
      "text_native": "हां नहीं, ये एक्चुअली इसपे आता है, अपना सिस्टम जनरेटेड है। मैं मेरे पर्सनल नंबर से WhatsApp डालता हूं आपको मैं।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 20,
      "speaker": "customer",
      "start_s": 29.8,
      "end_s": 31.7,
      "text_en": "Yes, send your personal number so we can talk anytime.",
      "text_native": "हां, पर्सनल नंबर डालो ताकि कभी भी बात हो सके ना।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 21,
      "speaker": "agent",
      "start_s": 31.8,
      "end_s": 32.9,
      "text_en": "Absolutely sir, absolutely, absolutely.",
      "text_native": "बिलकुल सर, बिलकुल, बिलकुल।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 22,
      "speaker": "customer",
      "start_s": 33.0,
      "end_s": 35.0,
      "text_en": "Send your personal number, then I'll tell you what the requirement is.",
      "text_native": "आपका पर्सनल नंबर डाल दो, फिर मैं रिक्वायरमेंट क्या है बताता हूं आपको।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 23,
      "speaker": "agent",
      "start_s": 35.1,
      "end_s": 37.1,
      "text_en": "It's done, sir. Okay. I'll send it on WhatsApp, I'll send a 'Hi', sir.",
      "text_native": "डन है सर। ठीक है। मैं भेज देता हूं WhatsApp पे, हाय भेज देता हूं सर।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 24,
      "speaker": "customer",
      "start_s": 37.1,
      "end_s": 38.0,
      "text_en": "Yes yes yes yes yes.",
      "text_native": "हां हां हां हां हां।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 25,
      "speaker": "agent",
      "start_s": 38.2,
      "end_s": 38.7,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 26,
      "speaker": "customer",
      "start_s": 38.8,
      "end_s": 39.2,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178885327721",
      "idx": 27,
      "speaker": "agent",
      "start_s": 39.7,
      "end_s": 40.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178885327721",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir ji, I was calling from JSW, Jindal Steel Works, Mumbai.",
      "comment": "Agent identified self and company, and the customer gave implicit permission to proceed by saying 'Yes, tell me.'"
    },
    {
      "ucid": "21112178885327721",
      "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, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178885327721",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions; the customer volunteered their monthly tonnage, but the agent did not probe further on any point."
    },
    {
      "ucid": "21112178885327721",
      "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 performed, and consequently no relevant USPs were pitched."
    },
    {
      "ucid": "21112178885327721",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement for HR etc. right now?",
      "comment": "Agent asked if a requirement exists but did not attempt to capture any details (grade, size, qty) when the customer confirmed they had one."
    },
    {
      "ucid": "21112178885327721",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll send it on WhatsApp, I'll send a 'Hi', sir.",
      "comment": "Agent and customer agreed on a clear next step: agent to send a WhatsApp message, to which the customer will reply with their requirement."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}