{
  "ucid": "21112178885949581",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 14:54:55",
  "end_time": "2026-09-08 14:55:39",
  "duration_sec": 44,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbf2306023f884923db0373b71de69fcd.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 615,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178885949581__DIAbf2306023f884923db0373b71de69fcd.mp3",
  "audio_bytes": 81216,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 27.072,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] AGENT: Hello Vishwakarma Fixings?\n[7s] CUSTOMER: Hmm.   (हम्म।)\n[9s] AGENT: Uh sir, hello, I am Aditya Pandey calling from JSW One.   (अह सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[12s] CUSTOMER: From where, sir?   (कहां से सर?)\n[13s] AGENT: Sir, I was calling from JSW, Jindal Steel Works, Mumbai.   (सर JSW से बात कर रहा था, Jindal Steel Works, Mumbai.)\n[16s] CUSTOMER: When there is a requirement, I will get in touch with you.   (जब रिक्वायरमेंट होगी ना, तब मैं आपके साथ टच पे आ जाऊंगा।)\n[18s] AGENT: Okay ji. Okay, I will WhatsApp you my number in case there is anything.   (ठीक है जी। ठीक है मैं आपको WhatsApp कर देता हूं अपना नंबर अगर रहा कुछ।)\n[22s] CUSTOMER: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 8,
  "connected": 1,
  "audio_notes": "clear: Background office chatter is present throughout the call but does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "8 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": "[\"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 gives an early brush-off like 'I'll call you when I have a need', you must try to counter it to keep the conversation going instead of immediately accepting the dismissal.",
  "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 introduced himself and JSW One. The customer immediately deflected, stating they would get in touch when a requirement arises. The agent accepted the dismissal, offered to send his number via WhatsApp, and ended the call without any discovery or pitching.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello Vishwakarma Fixings?... hello, I am Aditya Pandey calling from JSW One.\", \"comment\": \"Agent greeted, used the customer name, and identified themself and JSW One, but did not ask for permission before the customer deflected.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer immediately deflected the call before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer shut down the conversation early.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call ended before any discovery, so no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask about a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Offering to send a WhatsApp number is not a committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives an early brush-off like 'I'll call you when I have a need', you must try to counter it to keep the conversation going instead of immediately accepting the dismissal.\", \"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\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"When there is a requirement, I will get in touch with you.\", \"response\": \"Okay ji. Okay, I will WhatsApp you my number in case there is anything.\"}], \"call_summary\": \"The agent introduced himself and JSW One. The customer immediately deflected, stating they would get in touch when a requirement arises. The agent accepted the dismissal, offered to send his number via WhatsApp, and ended the call without any discovery or pitching.\"}",
  "error": null,
  "latency_ms": 28219,
  "input_tokens": 2770,
  "output_tokens": 756,
  "created_at": "2026-09-25 11:20:18",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.692,
  "agent_talk_sec": 10.1,
  "customer_talk_sec": 4.5,
  "dead_air_sec": 29.4,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 225.7,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 4,
  "discovery_qs": 1,
  "words_agent": 38,
  "words_customer": 17,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178885949581",
      "idx": 0,
      "speaker": "agent",
      "start_s": 5.07,
      "end_s": 6.51,
      "text_en": "Hello Vishwakarma Fixings?",
      "text_native": "Hello Vishwakarma Fixings?"
    },
    {
      "ucid": "21112178885949581",
      "idx": 1,
      "speaker": "customer",
      "start_s": 7.1,
      "end_s": 7.5,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178885949581",
      "idx": 2,
      "speaker": "agent",
      "start_s": 8.6,
      "end_s": 11.78,
      "text_en": "Uh sir, hello, I am Aditya Pandey calling from JSW One.",
      "text_native": "अह सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178885949581",
      "idx": 3,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 12.7,
      "text_en": "From where, sir?",
      "text_native": "कहां से सर?"
    },
    {
      "ucid": "21112178885949581",
      "idx": 4,
      "speaker": "agent",
      "start_s": 12.84,
      "end_s": 15.4,
      "text_en": "Sir, I was calling from JSW, Jindal Steel Works, Mumbai.",
      "text_native": "सर JSW से बात कर रहा था, Jindal Steel Works, Mumbai."
    },
    {
      "ucid": "21112178885949581",
      "idx": 5,
      "speaker": "customer",
      "start_s": 15.6,
      "end_s": 18.44,
      "text_en": "When there is a requirement, I will get in touch with you.",
      "text_native": "जब रिक्वायरमेंट होगी ना, तब मैं आपके साथ टच पे आ जाऊंगा।"
    },
    {
      "ucid": "21112178885949581",
      "idx": 6,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 21.4,
      "text_en": "Okay ji. Okay, I will WhatsApp you my number in case there is anything.",
      "text_native": "ठीक है जी। ठीक है मैं आपको WhatsApp कर देता हूं अपना नंबर अगर रहा कुछ।"
    },
    {
      "ucid": "21112178885949581",
      "idx": 7,
      "speaker": "customer",
      "start_s": 21.9,
      "end_s": 22.5,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178885949581",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Hello Vishwakarma Fixings?... hello, I am Aditya Pandey calling from JSW One.",
      "comment": "Agent greeted, used the customer name, and identified themself and JSW One, but did not ask for permission before the customer deflected."
    },
    {
      "ucid": "21112178885949581",
      "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 deflected the call before the agent could deliver a hook."
    },
    {
      "ucid": "21112178885949581",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the customer shut down the conversation early."
    },
    {
      "ucid": "21112178885949581",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Call ended before any discovery, so no USPs were pitched."
    },
    {
      "ucid": "21112178885949581",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask about a current requirement."
    },
    {
      "ucid": "21112178885949581",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Offering to send a WhatsApp number is not a committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178885949581",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "When there is a requirement, I will get in touch with you.",
      "response": "Okay ji. Okay, I will WhatsApp you my number in case there is anything."
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}